ComplaintsforCarvana LLC

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 17, 2024, I was preapproved for a car loan. I was instructed to send the shipping fee. A few minutes later I received a phone call informing me that I was no longer approved. I asked for my money back and was told that it was nonrefundable. I would not have sent money if I was not approved. The next day a lady called for me to finish paperwork and I explained to her about the call, and she looked me up and stated that was correct. I need my money I am a disabled veteran and after reading reviews this is a common practice please assist.

  Business response

  11/13/2024

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife (*****) and I purchased a vehicle from Carvana located in ******, ** on August 16th 2024 and the company has not released our registration to our local ***. The vehicle tags are expired as of today Nov. 12th 2024 and the vehicle cannot be legally driven at this point. We are not able to extend the temp tags because the sales tax we paid to Carvana in August has not been released to our DMV. Carvana stated registration will be completed by end of Dec. 2024 but this has already been extended once before and we are without a vehicle for more than a month in the winter and are making payments on said vehicle. We have been charged late fees by our *** for late registration as well in an amount of $100+

  Business response

  11/12/2024

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We will have an advocate contact the customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  
  Thank you,
  The Carvana Team
  
  

  Customer response

  11/12/2024

  I have spoken to a customer advocate multiple times with them stating the registration and sales tax are with their 3rd party vendor and that there is nothing they can do until the end of December. Carvana hasn't attempted to talk to the 3rd party vendor and puts us in a loophole saying the registration is being processed until the end of December. We don't and won't be able to drive the car for 45 days leaving us with no car.

  Business response

  11/13/2024

  Dear BBB,

  
  Thank you for bringing this matter to our attention. We understand the customers concerns, and a dedicated case manager is already working directly with them to resolve the issue. The registration has been submitted to the ***, and were currently awaiting its completion. If the customer needs further clarification, we encourage them to reach out to their case manager, who is available to assist them throughout this process. Should the Better Business Bureau have any questions, please feel free to reach out, and well be glad to help.

  
  Thank you,
  The Carvana Team

• Initial Complaint

  11/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have an open bankruptcy that is set to resolve in 2 months on my credit report. Carvana pre approved me for their financing. I was thrilled. I set up my trade in, was setting up to pay the 1990 delivery fee...and I get a call from underwriting. Due to the bankruptcy, my application was denied. How do you not see a bankruptcy on an initial pre approval? So that's a further ding to my credit, and I'm not able to get the vehicle. If that wasn't bad enough, they're still trying to take the $1990 from my account! They stated they will take it, and then within FIFTEEN DAYS I'll get it back. Absolutely ridiculous. No money should be transferred unless the deal is finalized. I feel like they pre-approve everyone, and then deny after while holding money. Shady business practice and Absolutely unethical

  Business response

  11/12/2024

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After further review of the customers account, we are working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, ******************** will begin pulling funds from the customer's listed account number. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an auto loan from **************. I sold my car to Carvana in July 2024. Carvana supposedly sent a payoff in the amount of ******** on 6/12 which would have paid off my loan. ********* only processed this payment for $7,256.18 on my account leaving a balance of ****** on my account. Santander is insisting Carvana only sent them $7,256.18 even though Carvana is telling me they sent ********.I called Santander and Carvana ***eatedly and asked them to please review this as they processed the amount incorrectly and left a balance on my account. ******************** told me the only thing they could do was send me a copy of the payment receipt. ********* is now harassing me trying to collect the remaining balance on the loan. I have faxed the receipt of the payment 5 times which includes all the reference information from Carvana for the payoff. A *** from Carvana told me they would call ********* to clarify but this apparently never happened. This has taken almost five months. I now have late payment ***orting on my credit which has caused irreversible damage to my credit. I don't understand why Carvana and Santander can't clarify this issue. I am the customer and the deal I made with ******************** was not upheld and it's extremely difficult to even contact someone to help me.

  Business response

  11/12/2024

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  11/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When you wanted to verify the loan, we got my bank on the phone and then you asked my checking account balance. That is not the same thing. That is an invasion of privacy. Massive invasion. You said you wanted to verify a car loan not check on my checking account balance. I didnt want a warranty. So small language to reject it. Cant see it. ******** agreement is still a purchase agreement. Its a legal contract. Dont say otherwise. Its not let see what the bank will give. You took the car off the website to see if my bank would move when you said you were sending me a purchase agreement but then when I gave you money you didnt take it off the website. It was still there after you had my money. If the car is too expensive, forcing a purchase agreement down my throat wont solve the issue. I still dont know why you sent me a purchase agreement when I didnt have means to buy the car. There would be no signature. If they are priced too high you cant get loan. I also cant get a loan officer signature over a weekend. They dont work weekends. Quit being high pressure. They were sending me new purchase agreements almost daily during the process. After it closed I couldnt get a reasonable copy of my finalized purchase agreement. It had a stamp all over it. Ps. ***** is a *************. Dont work with them. They still owe me money but wont quit spamming me. I will not download your app. I will not download your app. I will not download your app. I gave you permission to ask about my car loan. Not my checking account. That is personal data. No test drive available You can email documents. You can email documents. Please dont email me if I cant email you back. Please dont email me if I cant email you back. Please delete my date of birth and bank account.

  Business response

  11/11/2024

  Dear BBB,
  
  Thank you for bringing this to our attention, and we appreciate the customer sharing their experience with us. We are truly sorry to hear about the challenges they encountered, and we want to assure them that we take their feedback very seriously.
  
  Weve tried to locate the customers account using the information provided, but unfortunately, we were unable to find a match. We kindly ask that the customer reach out to our 24/7 chat service, where our team of dedicated advocates will be ready to listen and address their concerns directly.
  
  Please dont hesitate to reach out if you have any questions about this processwere here to help.
  
  Thank you,
  Carvana Team

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from carvana (my second lemon from them that has broke down) just a few months ago, and we noticed on day 2 the breaks we're squeaking very loud, and grinding because they we're so bad. Then a few weeks later after the 100 mile warranty ended, we realized it was leaking a lot of antifreeze, and needs a whole new head gasket. Antifreeze is leaking into the oil, likely to cause other problems. They won't fix the issue even though I now have 2 cars from them I'm making payments on, and I can't drive either one. They are a huge company. Since I'm a loyal customer that has way over paid for 2 cars, they could at least trade it out, or discount me the money I need to fix the issue. If they can't fix this, I will never purchase from them again, as well as no longer referring all of my clients to them.

  Business response

  11/10/2024

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've contacted carvana about this issue since August 2024 and it's now November. A family member passed away, she financed a car through carvana. We would like carvana to come and pick up her car. I've called customer service several times, emailed the company as well as emailing someone at the corporate office in *******. I would like a response to this situation.

  Business response

  11/10/2024

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  
  Thank you,
  The Carvana Team
  
  

  Customer response

  11/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *********
  
   
  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been going round and round with Carvana regarding my vehicle registration. I have given every document to transfer my registration, They keep saying they dont have the documentation for my proof of address.They have the current unexpired registration to transfer from my old vehicle. This is sufficient for the state of NH. They have my limited power of attorney They have my current drivers license.I have made numerous phone calls and spent countless hours on the phone. To be told its fine and they have everything they need. This is on top of the vehicle being advertised with options it didnt even have:I am not regretting the purchase of the vehicle I am regretting the purchase from Carvana. This is the second time I have purchased from Carvana and both times the registration process has been a nightmare.

  Business response

  11/10/2024

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Carvana online, I first bought a 2022 Prius and then cancelled the order for a 2016 Prius c that was around $2700 cheaper. They told me they would issue a refund for the difference but I never got that money back and I'm still waiting on it, even though it should've been refunded to me from the beginning. When I bought the 2016 Prius C, and picked it up, there turned out to be false advertising about the specs of the car. The car was listed to have a sunroof and a backup camera and fog lights: it had none of these things. I complained to a caravana advocate via chat about this many times. I also took the car to a mechanic and found out that the car also needed $2100 of maintenance including tires that had not been changed since 2016 and rodents living in the engine hood. They offered to give me $100 dollars for each missing thing, because this was not a sufficient reimbursement for me, I decided to return the car. The car came with an $1890 nonrefundable shipping fee which I asked for them to return because of the misannotations about the car on the listing. They said via chat that they would return the fee. Then I called and made an appointment for them to come pickup the car, but they would not tell me when they would actually come pick up the car, and they kept saying a field advocate would call me but that they could theoretically come get the car as late as 8 or 9 pm and I had already been waiting all morning for them to call. They also told me on the phone at this time that I would not be getting the shipping fee returned, to which I told them that I was told the fee would be returned because of misannotations. They said they would submit a ticket for that return (which should have already been submitted). They finally called at 3 pm to tell me they would pick up the car in 1 hour. None of my money has been returned yet not even the difference between the first car that I never got and the one I ended up buying. I have called many times.

  Business response

  11/10/2024

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  my son bought a car from Carvana and it was scheduled to be delivered to us on 11/2 between 2:00 pm and 5:00 PM. They sent a text message at 12:28 pm that day to state they were rescheduling the appt for 11/9 between 8 am and 11 am. We called and they indicated there was an issue with the vehicle, and we also rescheduled the delivery window for between 11:00 am- 2:00 Pm due to a work conflict. At 12:08 PM he received another text message saying the delivery would be rescheduled again to 11/16. This is unacceptable! They aren't being honest, and this is extremely deceptive, not to mention the worst customer service since we aren't getting any notice about the delays. A 90 min notice the first time, and in the middle of the deliver window for the second notice, on top of a 2 week delay! we are out money for ubers and we are in desperate need of this car. I can't understand how they can get away with this

  Business response

  11/10/2024

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  
  Thank you,
  The Carvana Team
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩