ComplaintsforCarvana LLC

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Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally address an issue with my vehicle purchase that remains unresolved, despite my repeated attempts to work through Carvanas standard customer support channels. I purchased a vehicle from Carvana in August of 2024, and at the time of purchase, I was provided with a temporary operating plate that will expire on November 8th. Unfortunately, I have not yet received my permanent registration, and the Michigan Secretary of State (SOS) office has confirmed that they have not received the necessary paperwork from Carvana.This delay has left me in a difficult position, as I am now at risk of being unable to legally operate my vehicle due to no fault of my own. I have contacted Carvana multiple times to seek an extension or alternative solution but was informed that Carvana is unable to issue additional temporary plates. I have also reached out to the Michigan SOS office, who indicated that they cannot provide an extension for my ************ help resolve this situation as quickly as possible, I request that Carvana take one or more of the following actions:-Expedite the submission of my registration paperwork to the Michigan SOS office to ensure timely processing before my temporary plate expires.-Coordinate with the third-party registrar handling my case to identify and resolve any issues that may be causing the delay.-Provide confirmation of the status and expected completion date for the registration paperwork submission.I have been diligent in following Carvanas procedures and am now requesting your urgent attention to ensure I am not left without legal authorization to drive my vehicle after November 8th.I am prepared to escalate this matter if necessary, however, I hope Carvana can resolve this matter swiftly and prevent further complications.
Business response
11/06/2024
Dear BBB,

Thank you for bringing this situation to our attention. We have offered to compensate the customer 580 dollars to help alleviate some of the stress they have endured with our registration process. The customer registration has been submitted to the state for processing as of 10/10/2024 and has an estimated completion date of 11/15/2024. We will notify the customer when the registration has been completed. We appreciate the customer's patience while we both wait for the state to complete their registration. 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
11/06/2024

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. A secondary complaint will be filed if no registration is received by the proposed due date of 11/15/24.

Regards,

**** ***
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello,I originally purchased a vehicle from Carvana on October 3rd. I have been promised they delivery date four times now and today once again I was promised a delivery between 11 AM to 2 PM in which they have now extended it to November 27. That is a whole month from now. This vehicle is being purchased for work and now my work is delayed for two months now as it is a limousine company. In between Ive been told many lies such as the car is not good They canceled my order and then I see they have the car back on the website again. Theyre doing fraud with me. I am not sure what is going on.
Business response
11/05/2024
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
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 29, 2024, I placed an order for a vehicle through the Carvana application. I received confirmation that I was approved, and my vehicle would be delivered on November 4th, 2024. Carvana was very quick to charge my account the down payment of $5000. The next day October 30th, at 4:29 EST I received an email that my order was cancelled. I could not understand why they would cancel my order as I provided all the information and documents they needed. I disputed the decision; they came back and said that some information I provided was misleading. I double checked all my information, and nothing was misleading. After several disputed emails, Carvana refused to inform me of the information they felt was misleading. I feel this was an injustice, telling customers that they are approved and scheduling deliveries, is misleading and dishonest. They need to be put to a stop of treating consumers like this. AS for my refund, they said I would receive it with 15 days. This is not acceptable I need my money back immediately so that I can continue my car search.
Business response
11/05/2024
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 a thorough review of the customer's account, we are unable to move forward with the sale of a vehicle at this time because we were not able to verify certain information and/or documentation provided to us. This is a final decision by the ************************ We have noted with the customer that we could not verify all necessary information in order to proceed. Should the customer have any further questions, please reach out to our ****************************** by emailing *********************************** 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
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
October 21 2024 I was trading my car Tahoe 2021 to Carvana for Carvana had a used Tahoe 2023. The difference was amount of $12,832.00. I provide all necessary documentation that Carvana required in order to complete car deal to the underwriter. I did everything on Carvana website with Carvana's approval on the documents uploaded to Carvana website. I paid cash for the car. Carvana withdrawal two amounts $********* and $890.00 that same day as well. Figuring everything was set in stone, I did not hear anything until I called back on October 28. Carvana explained I did not complete the deal because I failed to provided a new insurance card for used Tahoe 2023. I said I never received email, text, or phone call about this issue on the insurance card. I asked Carvana If I could now get the new insurance card and keep deal as it was since it was only minor issue. Carvana said no and stated that I would lose the $890.00. Carvana has only returned ********* to my bank account. I would like ******************** to pay me back $890.00. Carvana won't let me print any documents on there website to prove I completed all necessary steps I provided to purchase the car.
Business response
11/04/2024
Dear BBB,

Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. 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
11/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Carvana sold me a care plan that is a scam. It provides zero value. I have tried to get them to help me and they have refused
Business response
11/04/2024
Dear BBB,

Thank you for reaching out and giving us the opportunity to address our customers concerns. At ********************, we take pride in providing attentive support to all our customers, and we truly empathize with the challenges our customer is experiencing. We understand how important reliable transportation is, and we are committed to making this process as smooth as possible.
Please note that our customer has an active case open, and a dedicated Case Manager has been assigned to personally assist them through this matter. This Case Manager will serve as the customers primary point of contact and will work closely with them to address any questions or concerns. By having a single advocate overseeing the case, we can ensure that the customer receives clear and consistent support, tailored specifically to their situation. Our Case Manager is fully informed of all details related to the vehicle and is in regular communication with the customer to provide updates and explore any available options for assistance.

We encourage the customer to continue working directly with their Case Manager, as this will allow us to address their needs as promptly and effectively as possible. Should the Better Business Bureau have any additional questions during this process, please feel free to reach out to us directly. We value our relationship with both our customers and the ********************, and we are here to support all involved parties.
Thank you for your understanding and partnership as we work toward a resolution.

Sincerely,
The Carvana Team
Initial Complaint
11/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They cancelled picking up my car at the last minute. I lost $1000 on a car I had on hold the next morning. I would like a refund of the $1000 I had on the car I had on hold, and lost.
Business response
11/04/2024
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
11/05/2024
It was their fault that I lost the $1000, and they will not refund that amount to me.
Business response
11/06/2024
Dear BBB,
Thank you for providing further insight into this situation. After conducting an additional review of the account, our team has collaborated with the customer and has provided a resolution. It appears that the $1000 reimbursement requested by the customer pertains to a deposit made at a different dealership. Therefore, the customer will need to address this matter directly with that dealership, as it falls outside of Carvana's purview. We understand that the customer may have additional questions or concerns and we encourage them to continue their communication with us. Should they require further assistance, we kindly ask them to contact us by phone or take advantage of our 24-hour chat and text feature available on our website. If the Better Business Bureau has any inquiries regarding this process, please feel free to reach out to us, and we will be more than happy to assist.
Thank you,
The Carvana Team
Initial Complaint
11/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchase car threw Carvana went to pick the truck up and the trim from the tailgate was missing , was on the photo that they advertised when I bought it the advocate took picture of it and said Carvana will take care of it as long as its within 7 days so I file and they denied it , so I purchased it my self and installed it , after detailing the car myself because it was filthy I then found what appeared to be repaired damage from a wreck that wasnt reported the back bed panel paint is peeling from bad paint repair , there is overspray from paint all in the finder shocks and door trim , vehicle also shook so I took it to plaza tire they stated that the front right tire was bad and wouldnt balance and that the tires was bigger than what the vehicle called for and the alignment was out which Carvana also denied took it to their repair shop ********* one says was issue but then wouldnt deal with us tried to get caravan to fix at ***** my tire issue by replacing the tires with what is suppost to be on the vehicle and refunding me for the purchase of the bed trim that was suppost to be included on the truck upon deliver all denied and seven days are up and no remedy
Business response
11/03/2024
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
11/02/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After sending several documents and speaking to several people over at Carvana, I was told the only documentation I needed was to verify my employment. The next day I received an email that said my order was canceled due to fraudulent documents. No one will speak to me or return my emails that I have sent regarding how all of a sudden I have fraudulent documents, also no one will respond back to me as far as my refund being received back and the fee I was charged to transport vehicle. I was told that that was not refundable due to me not receiving a vehicle. I should get all of my funds back. customer service is horrible, When I was finally able to speak to customer service *** I had to to call from another phone because my phone number was recognized and automated message was the only thing I could hear. the person I spoke to did nothing but ***eat the same copy paste message about fraudulent documents and to reach out to an advocate, I reached out to advocate through text and they ***eated the same copy paste message that I received from everyone else and I am only able to speak to a bot through text message or chat . Please help me get this resolved. I would appreciate it so much thank you
Business response
11/04/2024
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 a thorough review of the customer's account, we are unable to move forward with the sale of a vehicle at this time because we were not able to verify certain information and/or documentation provided to us. This is a final decision by the ************************ We have noted with the customer that we could not verify all necessary information in order to proceed. The full amount of 1790 was refunded back to the customer on 11/01/2024 via ACH. It takes 3-5 business days for the funds to be returned. Should the customer have any further questions, please reach out to our ****************************** by emailing *********************************** 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
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a car from carvana on 10/25 Prior to that the company had customer service issues that should be noted as not being in alignment with their pitch for fast and easy or convenient service 10/26 - noted heated seats were malfunctioning in passenger seat 10/27-29 - noted the check engline light went on, concerns with wipers 10/28 - reported concerns to carvana/booked trip to repair shop under their warranty company 10/30 - car turned over to repair shop where they noted the front tires were also worn 10/30 - carvana agrees (after I request multiple times) to extend their return window and mileage to give us ample time to get the car fixed and determine if we will keep it 10/30 - repair shop verbally tells me I can come pick up the car between their ability to repair but for safety they recommend I do not drive this car (the same car that carvana dropped off and I had been driving my 4 and 6 year old children around in)`10/31 - I rent a car, another hassle, and have to lay out the money for the rental as the reimbursement is to be determined by the warranty company after the fact 10/31 - claims approved by warranty company for engine/tires but we had to request they put in a ticket for the heated seats 10/31 - heated seats approved, but told we need to be referred to a dealership as the current repair shop does not do those repairs We remain concerned we were sold a car that was not actually inspected and that there may be more concerns that arise if we do in fact continue ownership of this car. We are seeking an extension in a full warranty that would cover all concerns that may arise, a certification from the *** dealership that states the car is in fact completely safe to drive and does not have any underlying issues (recalls, any other safety concerns), and to have a safety check/quality control check done on the company carvana so other drivers are not put in this position.
Business response
11/03/2024
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. 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
11/04/2024
I still feel srtrongly that carvana should extend the return/exchange window to cover the window in which my car is able (by appointment not available until 11/15) be diagnosed by the mechanics at the dealership. In addition, I think they should extend the warranty that is typically limited to the first 14 days to cover the window in which my car is at the dealership. This would offer my family, who they put at risk by delivering a broken car, at peace.
Business response
11/04/2024
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
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I purchased a used car from Carvana on 10/13/2024. When we picked up the car, the tire light was already on and the dealer told us they'd repair it. As I drove off the lot, I immediately noticed it wasn't driving correctly. WE ended up having to pay the deductible and since then nearly $15,000 worth of issues---including the transmission, fuel pump, exhaust, and strut assembly--- have had to be done. While the repairs are covered under the 30 day warranty, we are only reimbursed $60 a day for a rental car (up to $600 max!). We have exceeded $1500 as the car has been in the shop more than 14 days total. It is now October 31 and it's been in the shop longer than it's been at our own home. Carvana has refused to assist in the overages and take responsibility that their team failed inspecting this car properly.
Business response
11/01/2024
Dear BBB,
Thank you for bringing this situation to our attention. We will have an advocate 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
11/01/2024
Carvana is refusing to honor their online description that this car was inspected thoroughly and was in working condition. The light was on the day I got the car and the person there that gave me the keys noted it. They would have know it had issues if they test drove it because it had issues from day 1. They are refusing to take the car back and refusing to acknowledge they deceived me and wont take responsibility by paying the excessive charges for the rental. I shouldnt have to pay $1500+ for their rental car because they knowingly sold me a car with issues.
Business response
11/04/2024

Dear BBB,
Thank you for providing further insight into this situation. Upon additional review of the account, we are actively working to address the issue, and one of our advocates is communicating with the customer. We request that the customer liaise with their designated case manager should further clarification be required. Should they require additional 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,
The Carvana Team

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