Carvana

First my car was delayed by an entire week- I had already paid for the insurance and schedule a road trip to see my I’ll mother which had to be canceled. Than it was delayed again for another day at the last paid for the insurance and schedule a road trip to see my I’ll mother which had to be canceled. Than it was delayed again for another day at the last minute due to a “cracked windshield.” Once we finally received the car, after not even having it an hour one of the tires completely busted while I was driving 45 miles per hour on a busy chicago highway- so much for that 150 point inspection. Than I had an issue with roadside assistance. And sat in the car for an hour trying to convince them that I had bought the car. After taking it to have the tire replaced, the tire place said another tire was on the verge of doing the same thing. It’s been over a week and a half waiting for someone from Carvana to even call and apologize. Still nothing. Risked my life and not even a call. Be smart use another service. More

Great customer support, subpar user experience Carvana has work to do. The experience of searching for a vehicle, finding the right one and making the purchase was relatively straightforward and ea Carvana has work to do. The experience of searching for a vehicle, finding the right one and making the purchase was relatively straightforward and easy. Everything after that, wasn't. Our first vehicle arrived right on time, the human support was top notch. The vehicle itself however required work. On the initial test drive, there was heavy vibration at highway speeds, something I was not comfortable with for a vehicle I was hoping to keep longterm. I was required by Carvana and Silver Rock to take the vehicle to a shop, coordinate the appointment, etc, all within the 7 day window. The service shop said that the vehicle's rotors hadn't been touched. It appeared Carvana put new brakes on the car, and never touched the rotors. Even after this repair, there was still the same vibration in the steering wheel. We decided we were going to exchange the vehicle. By the time day 7 came around, I had never received proactive contact from a Carvana rep regarding my satisfaction and whether I was going to keep the car or not. When logging into our Carvana portal, it said our 7 day period has expired, when in reality we still had 18+ hours remaining. When we got on the phone with a Carvana customer service rep, they were amazing. Genuinely, every customer service rep I spoke with through this ordeal was understanding, human, and pleasurable to speak with. The rep was fantastic in helping us set up our vehicle "swap". When it came time to deliver our 2nd vehicle, I received a phone call 1 hour before scheduled delivery saying there were issues with this vehicle as well. At least this time they caught it before it arrived at our house. The delivery was going to be delayed at least a week. The good and the bad this time. Good: Carvana understands this is an inconvenience and will compensate you for the time ($25/day). Bad: I had to ask they come pick up the other vehicle (Insurance expired that day). As such, their systems didn't make the process easy for me or for their employees. As a result, they tried to take out our down payment twice, I received a bombardment of messages congratulating me for my new purchase, amongst other things. The 2nd vehicle ended up being delivered on the postponed delivery date and arrived in great condition. It is a vehicle we will be keeping. Overall, the user experience was subpar, but the people working at Carvana are fantastic. Would I buy another car with Carvana? Maybe in a few years once they've worked on their software platforms to provide a better customer experience. Would I recommend others buy a car with Carvana? Probably not right now. More

Easy purchase process but lacking car prep Purchased 2014 F-150. Very easy process to apply for financing. Everything is done fast and online you know exactly what fees are included and what Purchased 2014 F-150. Very easy process to apply for financing. Everything is done fast and online you know exactly what fees are included and what your payment is going to be. Same process that takes you hours sitting at the dealer salesman's desk and shaking hands with every manager that pretends to care to give you best deal takes 20 minutes online without any xxxxxxxx. Car delivery was on time as promised. Although I wish I had more ability to track my car as its being transported from another state. Carvana's delivery status did not update until they pulled up to my house. One thing that Carvana is lacking in my opinion is car preparation. Car was washed, vacuum cleaned and waxed. However there were many places where wax was left not wiped. Since car was transported without cover it was covered with dust and water spots from rain. FM radio reception was terrible what ended up being due to antenna cable falling out of antenna mount. I had to correct it myself. Power seat was making noise while moving in and out of driving position. Had to apply WD40 to correct that. I'm surprised Carvana's Quality Control did not notice these issues. Small things here and there that are usually taken care of by a dealer were missed by Carvana. Overall I think Carvana got purchasing process figured out and I would buy another car from them again. What they need to work on is a WOW factor at delivery. More

Carvana “advocates” are poor representatives of an otherwise great company and eventually will cause them to lose their market share with their shady deceptive tactics. otherwise great company and eventually will cause them to lose their market share with their shady deceptive tactics. More