Carvana

Poor Communication & Broken Promises I ordered the car on a Friday, with delivery scheduled for the following Friday. Saturday morning, I was looking at the pictures of the car online ag I ordered the car on a Friday, with delivery scheduled for the following Friday. Saturday morning, I was looking at the pictures of the car online again, and I realized that one of the two chrome strips on the grille were missing (2015 Ford Mustang GT 50th Anniversary Package). I used their online chat to bring up the issue, they agreed to replace the missing chrome trim piece, and gave me the option of taking delivery of the vehicle and having it fixed later, or having them fix it first, possibly delaying delivery. I opted to have them fix it first, to avoid any complications. The car arrived on schedule, but instead of replacing the missing chrome trim, they removed the trim on the other side of the grille. I guess their idea of fixing it was making it symmetrical, but in my view that in no way fixed the problem. I could have rejected the car on delivery, but I opted to keep it and had the delivery driver start an After Sale Repair. He told me someone would contact me in 24-48 hours to coordinate the repair. On Monday, three days later, I still hadn't heard from anyone, so I logged on to my Carvana account and saw that the status of my After Sale Repair was "Resolved". I went out and looked at my car, confirming that those trim pieces were indeed still missing, and I called Carvana. After about 45 minutes on hold, they asked if the repair shop was still open during the Covid-19 pandemic. I asked what repair shop, and informed him that no one ever contacted me with any information. He then told me to contact the warranty company, Silver Rock, because they're the ones who would be processing the repair. I called Silver Rock, and they told me to call Pep Boys to make an appointment to take my car in for an estimate, and then once the estimate was approved I would schedule another appointment to have the repair completed. After calling to make an appointment at Pep Boys for the next day, I got an email from Silver Rock telling me to make an appointment at a local body shop, listed as one of their preferred repair facilities. I called that shop, and scheduled an appointment for the next morning. When I took the car to their "Preferred repair facility", they had never heard of Silver Rock and seemed to have no idea about their preferred repair facility status. They gave me and the Silver Rock the estimate, and two days later I still hadn't heard from anyone. I e-mailed Silver Rock asking if the repairs had been approved, and they replied stating that they were approved, but I shouldn't be talking to them, I should only be communicating through the repair facility. So, I called the body shop, and they said that they hadn't received the approval from Silver Rock, and asked me for a phone number so they could contact them. After two more days, the last day of the 7 day return policy, I finally got a confirmation from the shop and scheduled the repairs. In conclusion, I spent about 6 hours and dealt with a lot of stress over the course of two weeks dealing with four different companies to have a piece of trim replaced that was supposed to be done before I received the car. More

Horrible service and a bunch of false shady information going on. The pictures are NOT accurate. The car was owned by a smoker and it was not disclosed, found a burn mark on the carpet, random scratches th going on. The pictures are NOT accurate. The car was owned by a smoker and it was not disclosed, found a burn mark on the carpet, random scratches that weren’t documented, they gave me a sticky fob that had been chewed up by a dog. The car was not detailed, and you can clearly see sand caked on the outside of the vehicle. Get the run around when trying to use silverock warranty. Another waste of time. DO NOT USE! More