Carvana

NOT changing car buying for the better My experience with Carvana started off like any other customers. I looked online found a vehicle I liked any purchased it...Easy enough...so I though My experience with Carvana started off like any other customers. I looked online found a vehicle I liked any purchased it...Easy enough...so I thought. One day prior to the initial delivery date I received a phone call from Carvana for what I assumed was the delivery date confirmation. Instead it was a call to let me know that they could not find the transport vehicle that the vehicle I had purchased was on. Yes they had seemed to lose an entire transport vehicle.... So with that being said my delivery was pushed back another 7 days. So on the 19th of November the vehicle I ordered was finally delivered. The delivery process was simple enough the gentleman arrived, backed the truck off the flatbed (at this time I heard a loud pop). We went inside signed paperwork, I was shown the 150 point inspection (however I was not given a copy) that showed the vehicle was in tip-top shape. Then the gentleman left. During the 7 day period I drove the truck to and from work and continued to hear the popping sound coming from the front of the vehicle. At this time the sound was becoming a concern as it happened every time I backed up in the truck. So I scheduled a service call at my local dealer, this wasn’t an issue because the truck is covered under warranty for 100 days of 4,139… And this is where the experience really begins to do downhill…. I take my vehicle to the shop on December 12th, it is inspected the by dealerships mechanics. They then proceed to tell me that the vehicle has a broken coil spring, leaky shocks on the back end, there is severe rusting on the front end shocks and struts, the catalytic converter has gone bad, the auxiliary port on the radio is bad, and there is a blown fuse for the ac adapter. This information was then sent to Silver Rock, the warranty company. I was told to get a rental car for two days, which may or may not be covered depending on the findings of their independent adjuster. This was on the 12th, two business days would have put the adjuster’s arrival at close of business on the 14th. The first issue was the adjuster told Silver Rock that on the 16th he went to dealership and there was no room to the view the vehicle, when in actuality he called 60 minutes before they were scheduled to close to see if he could come in to do his inspection. He told by the dealership that he would need to be there before they closed…he told him he’d come first thing in the morning the following day on the 17th. On the 17th the adjuster did not show up and in my attempts to get information from Silver Rock about his whereabouts I was told they could only reach him via email and had no way on telling where he was. All this is occurring on day number 5 in the rental car… On day 6 he finally arrives, and agrees with the findings of the dealership. From there it takes another 7 days to get work started on my vehicle because Silver Rock wanted to go back and forth with the dealership on the cost of parts and labor. On several occasions both myself and dealership were told that they wanted them to use “more cost efficient” parts as opposed to OEM parts. So the concern was not my safety, but their bottom line. On day 12 they finally gave the ok to begin work after the dealership and myself continued to protest to use of lower quality parts. Day 13 the vehicle sat because the dealership couldn’t confirmation of payment from Silver Rock as they claimed they hadn’t received the invoice, which was emailed to both Silver Rock and myself on that day…. On day 14 I was able to pick up the vehicle and pay an additional $382 for the recommended repairs that weren’t covered because “the parts were not broken”. This was in addition to the $631 rental car bill that the customer has to pay up front. The bill that will take 10 to 14 business days to be reimbursed after the 72 hours it takes to process the reimbursement claim. None of this includes eight different times I requested an explanation from Carvana as to how the vehicle passed inspection with all the various issues. Six times I was apologized to and promised a call back. All six times there was no follow-up which made the apologies empty ones. Two times I received follow-up from a wonderful young lady by the name of Shelly, but she didn’t get involved until day 11 of my ordeal. On top of all that I still don’t have my registration because the Carvans representative filled out the title information incorrectly when taking my vehicle in for trade. It was a very simple tag transfer that I could have done myself in one trip to the local MVA. It has been 42 days and I still do not have the registration to the vehicle, nor have I received an explanation for the poor quality of the vehicles inspection. No follow-up calls to see if I’m satisfied, is there anything else they can do to make the experience better… Nothing other than a call from the finance company requesting the first month’s payment on the vehicle…. More

Car came damaged terrible customer service I will not recommend to any potential future customers. Would return vehicle if possible, but was told to late. recommend to any potential future customers. Would return vehicle if possible, but was told to late. More

Car needed immediate repairs The online buying process and pricing were good. However, we noted within the first day of driving that it needed repairs. They were obvious as we w The online buying process and pricing were good. However, we noted within the first day of driving that it needed repairs. They were obvious as we were driving and should have been detected in a 150 point inspection. We took it to the Honda dealership, where they fixed the transmission right away because it was covered under by Honda as a known issue with their 2012-2014 Odysseys. We also noted a loud popping noise when turning, and it turns out that both axles need to be replaced. We are still working with the warranty company to make sure it's all covered, but it's been a hassle to make multiple trips to the dealership and coordinate the repairs needed. Also, the car was delivered without a middle seat in the 2nd row and without a headrest in the middle of the 3rd row, both of which we are also coordinating with the dealership and warranty company. We were happy to find the right car for our family, but it should not have been sold in this condition. If these had been addressed before the sale, it truly would have been a hassle free experience. More