Carvana

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. After reviewing your account, we are happy to see that you have been in contact with our team regarding these issues. As always, our team of dedicated advocates is here to answer any of your questions, so please don’t hesitate to reach out via our chat service 24/7. We hope you enjoy many years of adventures with your new ride.

Carvana responded

Thank you for the honest feedback regarding your recent purchase with us. Here at Carvana, we aim for full transparency and hold ourselves accountable for any displeasures during your car-buying journey. We see that you purchased a vehicle going through our On-Demand process. Our On-Demand vehicles are on pre-order because they are undergoing our reconditioning process; where we complete the 150-point inspection to ensure our high-quality standards. We are tremendously sorry that we failed to catch these mechanical and cosmetic concerns during our 150-point inspection. For additional peace of mind, all vehicles come with a complimentary 100-day / 4,189-mile limited warranty through our warranty provider, SilverRock. After reviewing your account, we are pleased to see that you were able to speak with the Post-Sale Team for the proper next steps. For updates regarding your registration, you can view your Post-Sale Dashboard for the current status. If you still have additional questions or concerns, please feel free to contact us at (800) 333-4554 or chat in at Carvana.com

RevPeake responded

My experience with calling in or chatting has been less than stellar with wait times sometimes over an hour to get a real person. One other mechanical thing your 150 point inspection failed to catch was the condition of the brakes. I've been driving the car for less then a month now and have discovered that the brakes are so worn that the calipers are dragging creating an awful screeching noise. Again this is something any basic inspection would have found let alone one touted as comprehensive. I mean I can't believe a 150 point inspection would not have discovered worn brakes? And of course brakes are not covered by the warranty so... Initially when going over issues with the rep on the phone (regarding the first vehicle that was reserved but never delivered) Carvana would offer no recourse or discount citing California law. Investigating that I found that Carvana's stance on that is not accurate. California law will allow for the repricing of a vehicle if it is found to not be as described. This is not a discount but a repricing. If feels like citing CA law is just a convenient way for Carvana to avoid doing the right thing. Having said all of that, we do like the car. It's just that from the start to delivery and now well into ownership there has been one issue after another. All fixable on our end but with out much help from Carvana. The car, it turns out does have a leaking valve. Silver Rock won't pay to have it fixed the right way saying they will only cover a very specific and cheap fix. They say I can pay the difference if I want the comprehensive fix. Of course that's at least a grand out of pocket for something that was supposed to be covered by warranty. And the plates and registration are still MIA.

Carvana responded

We very much appreciate you taking the time to let us know of your repeat business experience with us. Sadly, Covid-19 has slowed down our process considerably which has been more than a little challenging for our company to navigate. That being said, we very much appreciate you allowing us the opportunity to work with you in your return business and we deeply apologize for any manner with which we may have dropped the ball or not performed at our desired standards. Our customers deserve our best and we are sorry if you did not receive our best this go-round. We are striving to tighten up our processes and adapt to the “new normal” as rapidly as possible in order to try and keep these challenges from interfering with the customer experience going forward. If you have any questions or need any further assistance, please reach out to us at (800) 333-4554, as we welcome the opportunity to regain your trust.

shay responded

I was promised two checks... 1. $100 for late delivery 2. $175 for detailing because the car arrived dirty Customer service takes way too long, or you get disconnected Can someone call me to confirm when Ill receive these checks? This is just another problem of not getting what was promised. I cannot believe all of the negative reviews you are getting this year and I hope you can recover

Carvana responded

Thank you for taking the time to provide feedback on your recent Carvana experience. 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, 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 piece of mind, but we are very sorry for the frustration we have caused you. We are glad you were able to utilize the 7-Day Monday-Back Guarantee in order to return your vehicle. If you are willing to give Carvana another chance, please contact us at (800) 333-4554 as we would love the opportunity to regain your trust.

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. While we are pleased to hear you enjoyed our coin-operated vending machine, 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. Our team of dedicated Advocates are always available to answer any of your questions, so please don’t hesitate to reach out via our chat service 24/7 or via phone at (800) 333-4554. We hope you enjoy many years of adventures with your new ride!