Carvana

At first things were good got the car 10/14/2020. mostly simple process. Now fast forward to the 10/22/2020 , I contacted them and let them know that my bank account was hacked and the $300 down payment wa simple process. Now fast forward to the 10/22/2020 , I contacted them and let them know that my bank account was hacked and the $300 down payment was returned and accoding to bank I would not have funds credited for 10-14 days also gave them new account info. They we ok with it or so I thoght. I had to leave town ffirst week of November due to family members health and see them one last time. Then go to funeral the following weekend. I got home and made 1st car payment then 10 minutes later a repo man is there to pick up my car. Now mind you its sunday and there is no one who can help me when call lender or carvana. After multiple calls and being told nothing can be f done and it was because car payment was paid 1 day past dur date. I get my son to help me and he made about 20 calls to finally find out they didnt run the down payment with new info. They instead put a repo order out 8 days aftwr I callled them knowing I said money wouldnt be available for 19 days. Tried work out getting car back q d paying $300. Was told it was not possible and nothing could be done no exceptions at all. My son called and was given same answer also was told acct was closed 11/2 and they couldnt take payments on it the loan was being unwound. I just made payment day before. The best solution they could come up with is to wave the 2 year wait for me to purchase another car but it would be 60-90 days till that could happen. This is a challenge because I am a widow in my 70’s and have just gone through treatment for breast cancer and have multiple appts I need to go to. They dont care and wont budge on anything and I cant finance a car elsewhere because the loan shows on my credit and my income wont qualify. So they have literally left me carless with no option for 60-90 days.. They say their core value is the next customer could be your mom so treat them that way. I fell sorry for their moms because they took what could have been a simple solution and put this mom in the worst position ever. More

Purchased a vehicle in June 2020. Still have not received title, registration, license plates. Keep being told I submitted paperwork incorrected. Despite resubmitted required paperwork, each time I call, som title, registration, license plates. Keep being told I submitted paperwork incorrected. Despite resubmitted required paperwork, each time I call, something is wrong. Now they do not have my driver's license, which I had to upload prior to even getting the vehicle delivered. No way to resolve the problem as they work with a 3rd party that only they can talk to, not the customer. More

Buying the vehicle online is breeze but that is where it ends. Carvana gives an expectation of 5 - 7 day delivery after purchase but I waited 3 weeks with no contact and no delivery. I called (waited on hol ends. Carvana gives an expectation of 5 - 7 day delivery after purchase but I waited 3 weeks with no contact and no delivery. I called (waited on hold for 30 minutes) and the "advocate" said he was confused because it had not even gone through their "150-point inspection". He said that he would see what he could do to get it bumped up to the "front of the line". Magically, it was inspected 20 minutes later (that should have been my first clue). I happen to live in an area outside of Carvana's delivery zone so they charged me an extra $200 and said they would have a 3rd party deliver it. Three weeks later - still no contact and no delivery. I finally called Carvana (on hold for over 30 minutes) and they apologized but said to give it another week. Another week went by and still no contact and no delivery. Called again (on hold another 35 minutes) and they said that they still could not find a 3rd party to deliver so I reluctantly agreed to drive 100 miles to receive delivery within their "zone". There was a slight squeak coming from the truck when I would first put it in drive but the sound would go away after picking up speed. I should have had a 3rd party check it out during the 7 day evaluation period because the squeak became a squeal 3 days after the eval time expired. I took the truck to a dealership and found out the rear rotors were deeply pitted due to salt (I found out later that the truck came from a northern state). It cost me $800 to replace the rotors. I called Carvana again (35 minutes on hold) and they said that the rotors would be covered because I was within SliverRock's 1500 miles warranty. I called SilverRock and they denied my claim so I called Carvana again (30 minute hold). They had me submit my claim but no response. Called again (30 minute hold) and they said they needed more information from the dealership where I had the work done. I have called dozens of times since and Carvana keeps passing me around like a newborn baby. Bottom line - 1. I'm out $800 for a defect that Carvana admits should be covered. 2. I still have not been reimbursed for the extra $200 that Carvana charged me because I was outside of their delivery zone but they could not find a 3rd party to deliver. 3. It has been 4 months and I still have not received my registration. 4. There is no way to contact Carvana other than by phone. They say to use their "chat" line but it is with an AI that has preprogrammed responses that ultimately tells you to call their 800 number. Emails are sent from a "no reply" email address that states "Please be advised that this mailbox is not monitored." 5. I have literally spent hours on the phone with Carvana trying to get these issues resolved - each time having to start from the beginning with a new "advocate". I can assure you that they are not your advocate. Carvana's concept is built to fail because there is no service after the sale. It could work if Carvana would assign 1 person to stay with you and if that 1 person would give out a direct contact number or email address. I suspect competition will eventually cause Carvana to change some policies for the better but until that changes, I would never recommend buying a vehicle from Carvana. More