Carvana

Carvana responded

Thank you for taking the time to share your feedback with us. We know that buying a car is a huge deal and when you are purchasing, you are not looking to have any issues with your new vehicle. At Carvana, a 150-point inspection is completed on every car to ensure that it meets our high standards. The last thing we would ever want to do is deliver a vehicle that does not meet this standard. During this inspection, we want to take the necessary time to review every aspect of the car and address any areas of concern. It is disappointing to hear that the vehicle was presented in this condition and that it has caused you to return the vehicle. We would love to discuss this further with you and see how we can turn your experience around, but we are having trouble locating your account. Please reach out to us at (800) 333-4554 so we can address your questions and concerns.

Carvana responded

Thank you for bringing your concerns to our attention. Carvana’s goal is to create a streamlined car buying experience for each and every customer. We work very closely with our third-party vendors to process our customers’ registrations in a timely manner. Every state has different policies and procedures we must adhere to. With that being the case, along with the recent DMV closures and running short-staffed over the past several months, the registration process has slowed considerably. We sincerely appreciate your feedback and have provided it to our leadership in order to do all we can to improve and tighten up our registration processes. You can follow the progress of your registration by logging into your Post Sale Dashboard for updates.

Amber responded

COVID-related delays are totally understandable and expected right now, but my problem had nothing to do with COVID. It had to do with a third-party vendor who decided it wouldn’t accept my paperwork and nobody from Carvana told me about it. I have a text from July from Carvana stating that my paperwork had been sent to the DMV. That was a lie. The paperwork was sent to the third-party vendor at that point and the third-party vendor refused to send the paperwork to the DMV even when I stated several times that I had confirmation from my state’s DMV that the paperwork (VIN inspection in particular) was correct. My temporary tags had already expired before I asked for a status update (because my dashboard hadn’t been updated) and was given any indication that there was an issue. I can’t even count the number of times someone from Carvana told me to check my progress in the dashboard. Not helpful when the dashboard is never updated. I would send a chat and the chat response would tell me I had to call. I would call and the wait would be over an hour, then a message would tell me I had to chat to get help. I sent a chat this week at 4:10pm Pacific time and the chat response was that I needed to chat back another day before 8pm Eastern time. (Last time I checked 4:10 pacific time is 7:10 eastern time?????) I have spent HOURS on the phone with Carvana and my DMV and back with Carvana trying to figure this out and it is so incredibly frustrating. I have finally received my registration paperwork back this week (~15 weeks after purchase and 6 weeks after my temporary tags expired) so I can START the registration process all over myself (Estimated to take 8-11 more weeks, thanks to COVID). So again, if Carvana can’t figure out how to efficiently sell and register cars in all 50 states, they shouldn’t try, because this has been a headache that I really didn’t and don’t have time to deal with.