Carvana

Carvana responded

We appreciate your feedback regarding the customer service you received. Teaching our advocates how to communicate with empathy, passion, and understanding is essential to who Carvana is and we are sorry that your experience was anything less than that. All of our calls are 100% recorded for quality assurance and we are always looking for ways we can improve. Additionally we want to apologize for the cosmetic issues experienced with your vehicle on the day of delivery. If you are willing to give Carvana another chance we would love the opportunity to regain your trust.

Carvana responded

We appreciate your feedback regarding your Carvana purchase experience. Teaching our advocates how to communicate with empathy, passion, and understanding, while being clear and concise, is essential to who Carvana is and we are sorry your experience was anything less than that. All of our calls are 100% recorded for quality assurance and we are always looking for ways we can improve. Your feedback will help us do just that. Unfortunately, we are unable to locate your account based on the info you have provided here, to allow us to reach out regarding your coolant leak. 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 recommend getting in contact with Silverrock, our trusted warranty partner, to help resolve your concerns, if you have not already. Thank you for the insight you have provided to us and please feel free to reach out if you are still in need of some assistance with any issues you are experiencing.

Natercam responded

The $20 part and 15 minutes of my time was not worth dealing with the warranty process. The fact is you delivered a vehicle with an active defect, which is a glaring mark against your inspection process. Since posting this review, I have had additional issues with getting the registration through due to Carvana not having my insurance (which was provided at time of delivery) on file. I uploaded it within 20 minutes of receiving the email, and have now gone 2 days without it being posted as accepted on the dashboard. The generic corporate responses, and AI driven customer service chat bots only further the issues with buying from Carvana. Ultimately you are buying used vehicles, from robots, with lackluster people filling the gaps. Reaching a person to try to get any information, or clarification is borderline impossible, and that is absolutely unacceptable when spending tens of thousands of dollars on a product sight-unseen. Not only am I not recommending Carvana. I am telling anyone who will listen to avoid it.

Carvana responded

Thank you for bringing your purchase process to our attention. Carvana strives for every customer to have an easy and streamlined experience, so we are disheartened to hear this has not been the case for you. We pride ourselves on providing excellent customer service, which includes answering customer inquiries promptly, providing proper follow-up and setting correct expectations for our customers. Overall, your experience does not reflect the convenience and ease that we hope to provide for every customer, and for that, we are sincerely sorry. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.