Carvana

Carvana responded

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We apologize that your experience has not followed our standards. Our teams work relentlessly to prevent delays in delivering your vehicle to you, as we know this can cause frustration, which is never our intention. We care about the quality of our vehicles, as a 150 point inspection is completed on every vehicle to ensure that it meets our high standards. During this inspection, we want to take the necessary time to review every aspect of the car and address any areas of concern. The last thing we would ever want to do is deliver a vehicle that does not meet this standard and we are disappointed to hear that the vehicle was presented in this condition. Overall, your experience does not reflect the streamlined process we hope to provide every customer, and for that, we sincerely apologize. Although you experienced bumps along the way, we appreciate the patience you had with us. After reviewing your account, we are happy to see that you are working with our post- sale specialists to get your issues resolved. If you have any further questions or concerns please reach out to us at (800) 333-4554.

Carvana responded

Carvana prides itself on providing our customers an exceptional car buying experience coupled with high quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Carvana responded

Thank you for taking the time to share your feedback with us. Carvana aims to provide customers with an exceptional car buying process coupled with high quality pre-owned vehicles. We are truly sorry that your vehicle arrived with more wear than anticipated. A 150-point inspection is conducted on every car to ensure that it meets our high standards and we do notate the 3-5 most prominent cosmetic blemishes that reflect the vehicle’s years on the road. It pains us to know that we let you down and did not meet your expectations. Nonetheless, we are happy to see that you are working with one of our specialists to get your mats replaced. We recommend getting in contact with Silverrock, our trusted warranty partner, to help resolve your mechanical concerns. You can always chat with us 24/7 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

Carvana responded

We appreciate you sharing your concerns and experience with us. Carvana strives to provide a streamlined and enjoyable car buying experience for each and every customer. Our teams work relentlessly to prevent delays in delivering your vehicle to you, as we know this can cause frustration, which is never our intention. Please accept our apologies for any undue inconvenience while attempting to speak with our Advocates. We have been experiencing an increase in our call volume, which has resulted in longer than normal wait times. Being available for our customers is incredibly important to us and we are continuing to focus our efforts on improving our wait times. Carvana prides itself on transparency and expects all Advocates to convey clear and concise next steps to our customers to address any questions or concerns. Although you experienced bumps along the way, we appreciate the patience you had with us, and we hope you’re loving your new ride.