Carvana

I understand it's a used car and some items will not be perfect. However, I do expect my car to drive straight and brake properly. My two issues were: 1) Availability of a customer service rep. Someone perfect. However, I do expect my car to drive straight and brake properly. My two issues were: 1) Availability of a customer service rep. Someone should be available to help your actual customers in a quicker time frame than 90 minutes. Or specifically on the evening of 9/23, quicker than 16 hours. 2) Don't advertise the cars go through a 150 point inspection when at least 5 of the 150 aren't passing. #24- Tires- Condition/Wear/Pattern- Still not resolved. #25- Tires- check for uneven wear- Still not resolved. #109- Straight-line Stability/Pull- Resolved thanks to repair shop #2. #110- Steering Wheel Alignment- Resolved thanks to repair shop #1. #36- Brake Rotor Thickness- Front 2 repaired with shop #2. #108- Vibration/Drivetrain- Resolved thanks to repair shop #2. Picking out a vehicle and initiating the deal/trade is the easy part. What is difficult is getting a customer service rep on the phone. In multiple instances, I needed someone on Carvana's side of this deal and was unable to reach them in a timely manner. Once I was at the bank with my loan officer finalizing the loan. I had to leave and go back, because the wait time to speak with a customer service rep was over 90 minutes. Even after I got someone, he sent me someone else's sales contract!!! After all financing was in place, a rollback showed up and dropped off my new car. Then comes the headache. The new car was in dire need of an alignment and it's front brakes to be looked at, the front tires also showed abnormal signs of wear due to the car being out of alignment. I mentioned this on my quick test drive at drop off. Carvana rep said, this was no big deal, use the warranty company and they'll get it fixed for you with no problems! Immediately looked into warranty. To avoid a $50 deductible, you must go to an 'in network' repair shop. Carvana also gives you 7 days to decide to keep the car or return it, hassel free. I wanted to get it to a repair shop before my 7 days were up. After calling multiple shops, there were no appointments in my area in the next 7 days. I was only able to "get worked in." So I arrived at a local repair shop at 7:30. I stayed there for the next 4 hours. When I left, the brakes were worse than when I brought it in. As I only had a few days left on my 'hassel free return' and the car still wasn't fixed... I tried to call Carvana that evening and my wait time was always greater than 30 minutes. 16 Hours later, I had yet to hear from a customer service rep. I ended up making another appointment at a repair shop and got everything squared away, besides the abnormal wear and tear on the tires. More

While the car buying process was easy and convenient, the cars that ended up coming were rather lacklustre. I say cars because I had to exchange the first one. This usually wouldn't be an issue, except Carva cars that ended up coming were rather lacklustre. I say cars because I had to exchange the first one. This usually wouldn't be an issue, except Carvana is the first car dealer I've ever dealt with that will list minor cosmetic defects, but not the fact that their cars have broken keyless ignition or non-working AC. More