ComplaintsforCarvana LLC

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 3rd, 2024 I placed an order for a vehicle through the Carvana mobile app. A down payment of $1872.25 was made that day. A pick up date of 10/18 was set for me to collect the vehicle. Upon pickup, the vehicle was not in the condition that was represented in the original listing on their app. The listing included 3 "imperfections" which were all "fine scratches". The listing also includes a 150 point inspection that stated the vehicles seat condition, seat belt condition, and trunk space condition all "passed" as well as an "odor test" during detailing that "passed". Their were multiple urine stains throughout the vehicle as well as a very strong odor. The third row seat belts were significantly stained from being saturated with urine, which makes them unsafe to use. We discussed the rejection process with the employee and were told that our down payment would be refunded to us within ***** business days, and ultimately opted to reject the vehicle and not complete the purchase. Upon returning home that same day, I reached out to them via their text message line and was again reassured that my down payment would be refunded in ***** business days. After 15 business days had passed with no refund being made, I reached back out to them and was told they never started my refund. They stated they will start it now and it will take ***** hours to process and then 3-5 further business days to deposit. At that point they'll have been holding my money for over 6 weeks. In addition to this extremely delayed refund beyond their own policy timeline, they immediately relisted the vehicle with no update to its photos, description, or price, allowing another customer to potentially experience the exact same situation as me, despite the fact that I told them in person as well as over text all the issues with the vehicle that were misrepresented in the listing.

  Business response

  11/09/2024

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have resolved the issue directly with the customer and issued a refund. If the ******************** has any questions during this process, please let us know, and we will be happy to assist.
  
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/6/24 ************************ accepted an *** payment for the full price of a vehicle my husband and I were attempting to purchase online in the amount of $42,716. I was contacted the next day stating that they could not sell me the vehicle because my payment was flagged as fraudulent, with no additional explanation. If I wanted the vehicle, I would need to pay with a Certified Check, in essence, pay twice and wait for a refund on my first payment. I was not given the opportunity to prove with identification or bank verification that my transaction was not fraudulent. The account has ample funding. They claim they cannot divulge the reason due to confidentiality.The issue is a major concern because they could not cancel the *** payment and the amount has been deducted from my balance as a pending transaction. Carvana states they will refund the money AFTER it clears in 3-5 business days, and takes them an additional ***** business days to refund. During this time, I not only do not have the vehicle I was attempting to purchase, but I do not have access to my $42,716. In other words, Carvana's procedures (with no actual explanation) has caused me great inconvenience by tying up a significant amount of money and precluding me from buying another vehicle elsewhere. I do expect I will eventually be refunded after ***** days as I can see by other online comments that this is not an isolated case. They are costing us interest, the cost of a rental car, wasted our time and have caused us a great deal of frustration.

  Business response

  11/08/2024

  Dear BBB,
  Thank you for bringing this situation to our attention.  We appreciate the customer's time in providing us with an update on the experience they had with us. We take the customers feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate an account with the information that was provided. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. 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

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I attempted to buy the following vehicle from Carvana:a.2023 ****** Pathfinder, VIN # *****************. b.Stock # **********.2.On 9/1 Carvana confirmed the order was in process with this unequivocal statement: Once youve submitted all the documents and weve approved your order, well confirm that the vehicle is available.3.On 9/1 Carvana confirmed that payment has been initiated and could take up to 5 business days.4.On 9/3 Carvana received $1,990 from my bank ************ 9/4 ******************** confirmed that payment did not go through for the vehicle and stated Weve canceled your order for now, but you still have time to update your payment information. A deadline of 9/5 was given. I attempted payment a second time which did not process.6.Carvana can check their phone records to confirm the following: I called their representative on September 7th and was told that the car was not available and the order cancelled. He refused to discuss return of the deposit and said there was no one that I could speak with regarding the deposit.7.An agreement was generated by Carvana with a date of 9/10/24. This date is AFTER Carvana CANCELLED my order.8.The Agreement, drafted by Carvana and thus to be interpreted in favor of me, on Upfront Nonrefundable Shipping clearly applies when:a.A agreement on vehicle delivery exists.b.Carvana prepares the vehicle for the buyers specific possession.c.Carvana transports the vehicle for the specific buyers possession, thus, their reference to Upfront Shipping costs.d.Carvana credits these actual expenditures against the purchase price upon completion of the sale of this Vehicle.e.The charge is nonrefundable whether a buyer keeps the vehicle or complete a return or exchange again meaning an agreement has been consummated.Demand: Full return of my deposit plus 2 months interest at the legal rate of 8% and $1,000 in attorneys fees for a total amount of $3,016.53.

  Business response

  11/07/2024

  Dear BBB, 
  
  Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. After further review of the customers account, it appears all further communication with this customer must be routed to our legal department. We ask that this customer direct all further communication to our legal team. If they do not yet have a point of contact, they can expect to receive outreach as soon as practicable. 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

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** St **** and I financed a vehicle with carvana in which has been a nightmare. They have repeatedly asked us to provide documents like paystubs, bank statements for 6 months, link the bank account for the down payment. They then repeatedly asked us for the same documentation for the past 3 days and pushing back the delivery date even though they have taken a $8300 down payment which they now say the delivery fee of $5xx won't be refunded. They have breached on their end for days now. We would like a complete refund. There is no way their practices are ethical or legal.

  Business response

  11/07/2024

  Dear BBB,
  

  Thank you for bringing this situation to our attention.  We appreciate the customer's time in providing us with an update on the experience they had with us. We take the customers feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate an account with the information that was provided. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. 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

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2018 ****** Armada from Carvana on 10/28/24. We told them that we were in the process of moving to ** and to have our registration and title sent to us at our new address in *********. At no point during the purchasing process did they make us aware that WE would need to have the ** inspection completed prior to our move. Every other time we have purchased a vehicle from a dealer in **, they complete the inspection prior to giving us the vehicle. Flash forward to today (9 days after the purchase and 4 days since we left **), Carvana emailed to let us know that there is an issue with our registration---we need to provide a Texas inspection report! This was absolutely never communicated to us, despite the fact that they were aware we were moving to **. We contacted them to find a resolution, hoping to avoid having to drive 10+ hours back to ** for an inspection, to which they replied there is no resolution. We asked if they could switch the registration to TN instead since we live here, but again, no resolution outside of us driving the vehicle back to ** and then back to ** (over 1300 miles roundtrip!). We have emails that I am attaching that shows 1) an email from Saturday showing the registration and title will be sent to us in ********* and 2) an email from today showing they are missing the state inspection that they did not complete (and did not inform us that they did not complete)

  Business response

  11/07/2024

  Dear BBB,

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration our customer has experienced with their registration process. We understand the importance of having this resolved as quickly as possible, especially given their recent move.

  To address this, we have assigned one of our Advocates to the case, who will reach out to the customer within 48 hours to work toward a resolution. Our team will review the situation thoroughly to determine the best solution for our customers needs and provide them with guidance on completing the registration smoothly.

  If the BBB has any further questions during this process, please feel free to contact uswe are here to assist.

  
  Thank you,
  The Carvana Team

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Listing for vehicle was very misleading and in some cases seems very intentional. Vehicle is covered in scratches, scrapes, dings, and dents, but in the listing it only shows 3 small scratches. The front drivers side door and front driver side fender look like they were poorly painted with paint drips and signs of bad taping. And the black paint does not match the sparkly paint on the rest of the vehicle. The front and rear tires are not only different sizes, but different brands and styles of tires, but in the listing it only shows the better tires (which are in the rear). I would never had ordered this vehicle if these items were listed correctly and instead I was mislead into ordering this vehicle with a "non refundable" shipping fee. I want my money back for the shipping cost because this vehicle was misrepresented upon purchase. I have photos if this goes anywhere and someone needs to see.

  Business response

  11/07/2024

  Dear BBB,

  Thank you for bringing this matter to our attention. We are grateful to our customer for taking the time to share their experience, and we truly apologize for the difficulties they've encountered.
  After carefully reviewing the customers account, we have worked closely with them to find a resolution. Today, we processed a refund for their shipping fee and sent a receipt via email. The refund should reflect within 5-7 business days.
  We appreciate the valuable feedback our customer provided, which helps us improve our processes and deliver a better experience for all. If they need any further assistance, we encourage them to reach out anytime through our 24-hour chat or text feature, or by giving us a call.

  Please let us know if the BBB has any additional questionswere here to help.

  
  Thank you,
  The Carvana Team

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  better going to buy here pay here dealer my assign Advocate was two hours late and my car had a cracked windshield which my adovcate said they will fix if I call customer service. and Bose sound system in the 2018 ******** was busted and they Carvana has failed to do anything about it to fix it sad what a waste of 20k

  Business response

  11/06/2024

  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

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carvana sold me a car with structural damage that was NOT disclosed. Their is a hole in the roof of the vehicle and water is leaking into the inside of the vehicle.They refuse to take the car back. This car should not have been sold in the condition that it is in.They lied and said the vehicle passed inspection.

  Business response

  11/06/2024

  
  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

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traded my 2015 ******** for a 2017 jeep renegade that has alot of issues and been in the shop 2 day of getting it. Upon inspection alot of issues are found and I want to exchange the vehicle. It's within the 7 day return guarantee. Now to exchange the vehicle they want me to put money down when I had 0 down to get the jeep. They are not honoring the o down terms and I called several times to get see why I need money down.

  Business response

  11/06/2024

  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

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We attempted to purchase a car through Carvana. We went through all the steps and had our lender send a cashiers check for the $19,000. Carvana told us at the very last second they would not be able to accommodate giving us the keys without the cosigner available (whom they knew was out of state). This is not a law, this is a Carvana only policy. We were forced to cancel the transaction because of this on 10/29/***** cashiers check tracking for the car we cancelled shows it was delivered and signed for in their Tempe AZ office on 10/31/2024. Carvana ***resentative stated it would be sent back to us with expedited shipping to arrive Monday 11/4/2024. *** reached out to multiple customer service agents using both their chat feature and phone calls. No one can see any of the previous tickets created and proceed to make a new one the right way. However, there has been no check received or tracking given to me as each *** has to start from the beginning of the story and doesnt know whats going on.Multiple demands for a manager have been denied, and managers supposedly calling me back have not. I have emailed the company, no ***ly. Not status to where my nineteen thousand dollars is for a car they would not sell me. This is absolutely unacceptable. I am unable to purchase another car and forced to pay daily for a rental while I wait on Carvana with no timeline or sense of urgency from them. Not a single ***resentative can give me an answer regarding my check.

  Business response

  11/06/2024

  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. ↩