Carvana

Logistical Nightmare Friday, November 8th: We picked out the car, Carvana took the down payment, we signed our documents and the verification process was completed this s Friday, November 8th: We picked out the car, Carvana took the down payment, we signed our documents and the verification process was completed this same day. We then waited, as instructed for someone from their delivery department to reach out. Thursday, November 14th: Five business days went by with no communication from Carvana to arrange the delivery. WE called THEM to ask where and when we would have a time frame for delivery of our vehicle. We were told that during their inspection they were putting new tires and brakes on the car. Great! Ok so we waited – again - for their call to arrange delivery. And we waited. Tuesday, November 19th: We had not heard anything so called Carvana. We were told that a driver had not selected our order to deliver. (We had chosen to have the car delivered to our door at the onset of the process). I get it - truck drivers can pick and choose routes etc. We then spoke to a very efficient customer service representative who was able to change the delivery method to a vending machine in Chicago so we could pick it up. Ok, awesome – Carvana has us scheduled us to pick up the car from a vending machine in Chicago on Tuesday, November 26th. We purchased plane tickets to travel to the pick up location which Carvana would reimburse $200 of. We have arrangements to get to the airport which is two hours away. Great! We had a hard delivery (pick up) date. We signed new contracts due to it now being considered a pick up not direct to door delivery (another 15 day delivery/pickup timeframe was then reset - keep in mind they took our $10,000 down payment out of our account on November 8th.) *We are still all ok with all of this, as we are flexible and now understand more about Carvana and the delivery/pick up process. Sunday, November 24th: Two days before our flight to Chicago to pick up the vehicle we get an email that the delivery to the vending machine in Chicago is delayed. Keep in mind, no call from Carvana - we had to call them and were told that the earliest they MIGHT have the car in Chicago was now December 9th, but there is no guarantee there won’t be another delay. November 25, 2019: Here we are, once again waiting for Carvana to call us to discuss our options. (we had to call to get on their call back wait list) Should we buy plane tickets again, waiting on you to get your logistical tangle figured out? Keeping our fingers crossed that it will be in your vending machine on December 9th? Should we change the contract again so you can deliver to our Wisconsin or Arizona residence? Should we rely on you to load it into one of your vending machines when it’s convenient for you so we can pick it up? Do WE need to be more flexible than we have already been because we really want to buy this car from YOU? I think not. At this point we are done. Our flexibility has limits. We have cancelled the contract. We are now out the $200 plane tickets which you will not reimburse because we cancelled our purchase contract due to your chaotic logistics. Nice try Carvana, my suggestion to you is to get the logistical kinks worked out before you advertise how easy it is to actually start DRIVING a car that was purchased from you. A lesson learned. We have choices. More

If I could leave 0 stars I would! This company has disappointed me to the core! I bought my car in August 2019 and is now going into Dec 2019 with no registration and no official state tag! This is by disappointed me to the core! I bought my car in August 2019 and is now going into Dec 2019 with no registration and no official state tag! This is by far the most unprofessional experience I've ever endured with any company I've dealt with financially! They've sent me a total of 3 temp tags and have lost or misplaced my legal documents sent to them via fedex and that I had to get notarized. I would not recommend this car company to anyone! More

Never delivered Car I went through the entire process including being approved by the bank only to have Carvana never deliver the car. They scheduled a time 4 times only I went through the entire process including being approved by the bank only to have Carvana never deliver the car. They scheduled a time 4 times only to cancel the day before over 6 weeks. First, the stated they could not locate the vehicle for 2 weeks. Then they stated they located the vehicle but it was in service. Each time the scheduled a new date and time for delivery only to cancel. One of the customer services reps, which are all young and inexperienced, said the car was actually in service and they didn't know when it would be available. I would not recommend using this service unless you want to deal with a bunch of kids with attitudes. I have told people of my experience for the last few weeks and will continue to do so for a long time. It takes months to gain a customer but only seconds to lose one for life. They have lost one for life here. More