Carvana

Issues with Carvana:The customer service system is very Issues with Carvana: The customer service system is very slow; I was often put on holds exceeding 45 minutes that was followed by being transferred Issues with Carvana: The customer service system is very slow; I was often put on holds exceeding 45 minutes that was followed by being transferred from one department to the next without any proper resolution. While the Carvana phone number tells you to text or chat on the website for faster results, those options are not reliable, and they are not human, aka they are just robots. The delay in delivery was fine, but the lack of communication on the day it couldn't be delivered was bothersome. The delivery itself went well. There was much better communication and the correct individuals calling me, but that was only after I had to call and correct them for a third time on my phone number. The delivery person was very kind and answered all my questions. The vehicle itself was clean and felt very nice. More

The process of selecting a vehicle through the online portal was very easy. I was able to find the make/model with the features we were looking for in no time. Once we hit the “purchase” button, everythi portal was very easy. I was able to find the make/model with the features we were looking for in no time. Once we hit the “purchase” button, everything after that point was frustrating. The system only allows for one purchaser to be listed. The vehicle we were purchasing was for me, and I was handling all logistics and communication, but we were using my wife’s info for financial aspects because she has a slightly better credit rating than I do. Once we began the purchase process, we started getting notices that Carvana was missing documentation, or the documents provided were insufficient. After waiting on hold 30 minutes to find out what information was still needed, I was told they couldn’t speak with me without my wife present. So I called back WITH her to figure out what info was needed. Was told by the rep that the document we provided was sufficient and I would be added as a contact. Got an e-mail the next day saying document was NOT sufficient, and scolding me for rescheduling the delivery. Tried to call back again to see what the deal was, was told they couldn’t speak with me because I was not listed as an approved contact. Called with my wife AGAIN, had them add me as a contact again. Finally got all documents needed. Day of delivery, we both blocked out time from work for scheduled 2:30pm delivery. At 2:45pm, got a call from the driver saying they’re running late and would arrive closer to 3:45pm. So had to adjust work schedule again around that. I would have to think long & hard before deciding to use Carvana again. Limitations as I see them are the system limitations (I.e. can’t have a co-signer apparently), that you are never talking with the same person, so the rep is relying on notes from others, and there doesn’t seem to be smooth flow or communication between customer service reps and underwriters, which means you get told by one person that all documents are good, then the next person says they’re not. Also, communication was lacking on delivery day and felt like folks were not sensitive/mindful about our schedule. More

I would not recommend CARVANA.If the basic items had I would not recommend CARVANA. If the basic items had been included with my vehicle I would have been very satisfied. The front two tires were danger I would not recommend CARVANA. If the basic items had been included with my vehicle I would have been very satisfied. The front two tires were dangerously low on tread. Back two tiered were also low. No spare,no Jack. Not good business. More