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 throughout your experience you feel it lacked clear and concise communication. 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. Thank you for the insight you have provided to us and we hope this does not tarnish the enjoyment of your new ride. If you still have questions with which you would like us to address, please do not hesitate to contact us, as we welcome the opportunity to help.

Tph responded

I have also found defects with the car that were not disclosed, seems like there are lots of problems with Carvana, I think your system is essentially a good idea but your staff need better training reading front scripted talking points are a bad idea, and possibly your inspectors need to be taught how to be through I found 2 penetrating chips in the front windshield and the audio system doesn’t go into aux mode. Your sloppy and inaccurate. Your delivery people screwed up the delivery date and delivered it a day late. Just more sloppy work by Carvana Iv tried to contact but there are over 30 minuet hold time to talk to a representative that reads from talking points and can’t really help or make decisions and they refuse to let me speak to a supervisor.

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 welcome the opportunity to assist by reviewing your situation and working toward a resolution, however, in searching our database we are unable to locate your account based on the contact info you have provided here. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

EXPE responded

You are able to find my information just unwilling. You were able to reply to the review so you obviously know who I am and how to get hold of me. This is the typical canned corporate reply that does want to spend a few bucks on a major safety related item. Don’t say inflator kits because they do no good if the tire shreds. It is beyond the seven day return period and to be honest not worth returning because overall the CEO’s in great shape. The problem with is is a premium vehicle and price but cheating out on the most basic items especially involving SAFETY. It came standard with a spare tire it should be sold with a spare tire. I stand by my review and if you are really as caring about customer satisfaction as you say then your local hub will reach out to me and discuss a solution. Vehicle condition, pricing and sales process was fairly reasonable but attention to detail in a major safety related item was lacking. Your local maintenance inspectors should be ashamed to sign off the inspection checklist for something like this.