Carvana

Disappointed with substantial cosmetic damage I chose a 2017 BMW X3 from Carvana’s inventory based on the relatively low mileage and the absence of cosmetic damage. The listing indicated there wer I chose a 2017 BMW X3 from Carvana’s inventory based on the relatively low mileage and the absence of cosmetic damage. The listing indicated there were “slight scrstches” on the right passenger door. When the car arrived, I discovered numerous visible scratches and paint chips down to the base coat on both the left and right panels. There were also small dents covering the hood, as if it had been regularly driven through gravel. The Carvana associate agreed that there was substantial damage and took several pictures. He said that Carvana would either have the car repainted or give me a partial refund for the body work. After the associate left, I discovered that the license plate was not actually attached: Carvana had driven two screws through the body rather than using the bolts for that purpose, causing additional damage. Finally, the run-flat spare tire was missing, although it was advertised in the specifications. As instructed by the associate, I waited to hear from Carvana, but no response. I finally contacted them and learned that the associate had notated the damage, but never uploaded the photos. I was asked to take my own photos and upload them to the site, which I did.. Carvana said I would be called upon review. They never called. Instead, they sent an email claiming that the damage was acceptable wear and tear; to add insult to injury, they said I had 24 hours to decide whether I wanted a refund, and I did not see the email until that time expired. I am so disappointed with the misrepresentation and the poor customer service. I will never buy from them again. More

10 minutes after I received the car it started overheating. I immediately had a mechanic look at it (not something a car buyer wants to do right off the bat) and showed me that the car was leaking overheating. I immediately had a mechanic look at it (not something a car buyer wants to do right off the bat) and showed me that the car was leaking coolant and the radiator was almost empty. Carvana’s “150 point inspection” methods are lacking in accountability, considering several items on the inspection list were marked as passed or repaired which was clearly false in this instance. Against my gut feeling I decided to give the car a chance considering the Carvana representatives were very apologetic and nice about the situation, assuring me that I would be taken care of. Luckily for them I’m not a nightmare person during tough situations. I then had to schedule an appointment with the Nissan dealership locally for a real inspection and resulting repairs. Out of my “7 day guarantee period” the 370z was at the dealership or not safe to be driven for 5 and a half of those days. Carvana had my 50$ copay fee waved by silver rock ( I would expect nothing less). The Nissan dealership found a faulty electric radiator fan, leaky radiator components and leaking subframe bushings. The entire subframe had to be replaced as well as the radiator fan along with an alignment resulting from subframe replacement. The total cost for repairs was approx 3400$ that I would have been stuck with after my 7 day warranty period. Luckily I have an extensive automotive mechanics background and knew what symptoms to look for. What scares me is that the average car buyer would not have found these issues and most likely ended up with a dead overheated engine in a car they just purchased from Carvana one day after the 7 day warranty period was up. Unfortunately I wanted to leave a great review, but wasn’t given the right set of circumstances to do so by Carvana. Carvana’s customer support representatives are great though. Very good experience with them. Several representatives with my case have informed me that my 7 day warranty period could possibly be extended If more is found to be in disrepair and due to my experience buying this car. Due to all the time, money and patience I’ve had to put into this situation, I ended up feeling like I was “working for” Carvana by scheduling appointments, finding mechanics that Silver Rock (their insurance) approves of (by the way Pep boys turned the car away even thought silver rock asked me to take it there) and following through the hassle of waiting, paperwork and communications between the Nissan Dealership, Carvana and Silver Rick at the dealership just to get this car working appropriately the way it should have been when it was delivered to me in the first place. I’m really betting on Carvana despite my experiences with this purchase, considering Carvana don’t often carry the model 370z in this color. Replacement vehicles were discussed although non were the trim package desired and are still not offered 9 days later. I suggest a new accountability system with the technicians that do Carvana’s 150 point inspections; there are definitely slackers in that department. Even a basic automotive technician would have caught these faults at first glance. This was pure neglect and falsification of the inspection report. A good technician would have prevented a car from leaving Carvanas facility with these engine-killing faults. Bad technicians and falsification of the inspection report is a definite liability for Carvana and it clearly spreads to the buyers overall experience. I really hope my review solves some problems or insights some needed actions on Carvana’s part. More