Carvana

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.

Carvana responded

Thank you for taking the time to bring your concerns to our attention. We understand how frustrating it can be to have your vehicle delayed in delivery, as delivery your vehicle on time is important to us. The last thing we want to do is deliver a less than a stellar vehicle, and we apologize for the issues you have encountered with your vehicle. Our vehicles come Carvana Certified, which means that all of our vehicles have passed the 150-point inspection, have no fire, frame, or flood damage, and have never been in a reported accident as shown in the CarFax report. We apologize if we did not set proper expectations of how the Carvana protection plan is implemented into your vehicle’s journey. After reviewing your account, we see that you are working with our third-party Limited Warranty provider, SilverRock, regarding your concerns. Please do not hesitate to contact either SilverRock or Carvana at (800) 333-4554, if you have any questions or concerns as we will be more than happy to assist you!

djsugarpapasmooth responded

I guess checking the oil isn't part of that 150 point inspection. My brother bought a car from you at about the same time and his was delayed by over a week as well. The mirror had super glue running down the windshield that was still tacky by the time I got the van home 20 minutes later and my girlfriend noticed how bad the mirror was. That mirror has several pieces to it. It's not just the one spot on the window so I have exposed wires where the missing part of the mirror should be. Mirrors must be the 151st point of the inspection.