Carvana

Carvana responded

Thank you for taking the time to share your Carvana Experience with us. As a company, we strive for a seamless and easy car buying experience and we do sincerely apologize that your purchase fell short of that. It is truly disheartening to hear you are not yet able to enjoy your new vehicle to the fullest extent. Our vehicles go through a rigorous 150-point inspection to ensure that everything is working up to our strict mechanical and safety standards. As an added peace of mind, each of our vehicles comes with a complimentary 100-day/4,189 mile limited warranty, serviced by SilverRock. Please know we take your sentiments seriously, and we will be holding the proper teams accountable for this mistake. We are thankful you took the time to share your personal experience and are happy to see you moved forward with purchasing a Carvana vehicle. Please note you can follow the progress of your registration by logging into your Post Sale Dashboard for updates. Kind regards, your Carvana Team.

Carvana responded

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. Here at Carvana, our goal is to create a stress-free car buying experience and it looks like we missed the mark with your experience, and for that, we sincerely apologize. Being a fully online company has its benefits but can also come with a number of varying technical issues. Our engineers work tirelessly to avoid complications such as the one you experienced. After further review of your account, we see you have been in contact with our advocate teams who have addressed your concerns. Should you have any additional questions or concerns, please do not hesitate to contact us at (800) 333-4554 or through our 24-hour chat service.

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. Although we are glad to hear your concerns were addressed, we are disappointed in the amount of time needed on your behalf and sincerely apologize for this. We hope that although there were a few bumps along the way that you are still enjoying your Carvana vehicle.

Carvana responded

Thank you for bringing your concerns to our attention. Carvana’s goal is to create a stress-free car buying experience and it looks like we missed the mark. We are working very closely with our third-party vendors to process our customers’ registration. Every state has different policies and procedures we must adhere to. Sadly, Covid-19, has slowed down our process considerably. We sincerely appreciate your feedback and patience as we worked diligently in completing your registration. At this time we have been unable to locate your account with the information provided to ensure your concerns have been addressed. If they have not, please reach out to us at (800) 333-4554 or through the chat feature on our website.

Carvana responded

Carvana prides itself on providing our customers with 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 limited warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

Ericjohnson0405 responded

Because in a 150 point inspection, here is a list of items wrong or broken. First off, truck had three spots that were disclosed, they were scratches. The front bumper had a 12inch crack, the back bumper also had a 4-5 inch crack, the dash had a 12inch crack on driver side and 3inch crack on passenger side dash. The dash was duct taped together. The driver seat has a decent rip and motor is going out for the power adjustments. So the seat only moves a few ways and doesn’t fully adjust. When it rains it was leaking in through the headliner and some light from a hole in the gps atenna. The four wheel drive made lots of noise and ends up front differential is toast. Has oil and transmission leaks from cooler lines, and rear breaks were junk. Took it in under the warranty provided, had truck for 7 days and it’s been in the shop for 7 more and still not fixed. It will be back in the shoo for another week once all the parts come in. I will have had the truck for one month and actually been able to drive for a week or two. Oh, and they use, junk yard parts to fix your vehicle!! Should of sent it back but they reassured me things would be fixed, didn’t know it would be with parts from junk yard! The 150 point inspection is not a valid thing when it’s pencil whipped or completely ignored. Not what you expect for a $20,000 truck. Not worth the headache and more importantly not safe to be doing things like this. It is pretty close to fraud! Lastly, while my suburban is in the shop for an extended period, I only get $40 a day for reimbursement on a rental or a maximum of $400 a week, and it’s based off some mathematical system of your cars time it takes for work to be preformed for this long and you get rental for this many days. So, yeah I was offered 2 days of a Corolla for two weeks of time with out my suburban! Almost seems legit

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. Additionally, we would like to apologize for the issues experienced with the vehicle once it was delivered. 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. Thank you for the feedback you have provided. It will allow us the opportunity to continue to improve our processes.

Kevin responded

I am still very disappointed with the experience but have been refunded a portion of the cost on the previous car and am hopeful that I may have better luck with a different car, so I've decided to try the service one more time. I will update after this if it was a fluke bad experience or if this could be a consistent issue with the platform.