Carvana

Carvana responded

Thank you for your valuable feedback in regard to your recent car-buying experience with Carvana. While we are pleased to hear that you enjoyed our process and you are loving your new vehicle, it is disheartening to hear about the cosmetic issues you encountered with your vehicle, and for that, we are sorry. As transparency plays a vital role in our process, we do perform a rigorous 150-point inspection which ensures the safety and structural assurance of our vehicles before delivery. Additionally, we do have a dedicated team within our inspection centers that perform a pre-delivery inspection to ensure we are delivering a vehicle in tip-top shape. While we are able to address the 3-5 most prominent imperfections visible in the 360-degree tour, there will be some wear and tear as these are used vehicles. However, it is concerning to read of your experience that transpired and the cosmetic issues you encountered. We are unable to locate your account based on the information provided, but we encourage you to reach out to our After-Sale Specialists to review your concerns and reach an agreeable resolution at (800) 333-4554.

Carvana responded

Thank you for taking the time to write to us in regard to your car-buying experience with Carvana. It is disappointing to hear about the condition of your vehicle at the time of delivery, as this is not within our standards. More importantly, we apologize for the additional stress and frustration caused by our errors. We do appreciate your feedback as a learning opportunity as we continue to grow to better the overall customer experience. Please know that Silverrock is one of our trusted partners and after reviewing your account, we see that our After-Sale Repair Specialists have provided you with the proper workflow to reach an agreeable solution to fix your vehicle concerns. We understand that there has been a delay with the process due to the pandemic, but if there is anything we can do to advocate on your behalf, please call us at (800) 333-4554.

Carvana responded

Thank you for taking the time to write to us regarding your experience with Carvana. It is disheartening to hear that we did not meet your expectations of providing clear and efficient communication throughout your process. We value your time and apologize for any inconvenience this may have caused you, as delivering your vehicle in a timely manner is important to us. If you have any further questions or concerns, we encourage you to give us a call at (800) 333-4554 as an opportunity to regain your trust.

Carvana responded

Thank you for providing valuable insight into your recent experience with us. We value all feedback, as it allows us to continuously improve our purchase and delivery process. Please accept our apologies as clear expectations and communication may have not been established from the beginning to end. When delivering a vehicle, we want to ensure that the agreed-upon location will allow our hauler to safely unload your vehicle. But if any issues occur, our Delivery Advocate will reach out to find a close location to safely deliver your vehicle. Additionally, your vehicle will arrive with a temporary operating plate while we wait to begin the registration process after the 7-day period while following state requirements. We sincerely apologize for any inconvenience caused, and it is alarming to hear that your vehicle was delivered without a temporary operating plate. After searching, we were unable to locate your account to address your concerns. Please contact us at (800) 333-4554 for an opportunity to research this matter and provide an agreeable resolution to regain your trust.