ComplaintsforCarvana LLC

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/28/2024 I applied for a car through carvanna however I did not get approved for the car due to my Driver license not matching my current address, carvanna went ahead and push my payment through without me being approved! now they are telling me I have to wait ***** days for my refund which is UNACCEPTABLE, I live paycheck to paycheck I have to get my child to and from school and me to work which is costing a ****** a day I cannot afford for them to keep my money this long for a car I do not have

  Business response

  10/31/2024

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates who will resolve this complaint by submitting the refund request now. Our customer should receive the refund to the bank account on file within 5-7 business days. 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

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2023 **** from Carvana on 10/01/2024. Received loan from ********* for $64,469 for vehicle and payment was express mailed to ******** from *********. Check was refused per Carvana for overpayment. I then applied for and received new loan for exact amount owed, $63,779 which was sent via electronic transfer and accepted by Carvana. Later it was confirmed that Carvana accepted BOTH payments. I informed Carvana of the two loans for the same car. Since 10/07/2024 I have attempted to rectify this overpayment without success. Carvana *** stating they are not able to refund money, just have ********* cancel the transaction. **** on three occasions has stated Carvana accepted the 1st check and for the second check **** cannot cancel an electronic check that has been accepted by the merchant. Per **** the merchant must refund the money. I am now due to make payments on both loans for the same car because the Carvana accepted both checks.

  Business response

  10/31/2024

  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

  11/01/2024

  This has been a consistent response from Carvana for the past two weeks. The only response is the promise that someone from the company will call. That has not happened. 

  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 24 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

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ***** XC40 through Carvana website on 10/12 and had the vehicle delivered on 10/18.An hour before delivery the driver contacted me stating that the vehicle had sustained damage to the windshield during transportation and because the damage was not listed in the vehicle description or the vehicle photos it would be a covered repair through Carvana. The driver stated they would deliver the vehicle as scheduled and Carvana would contact me within 24/48 hours to schedule the windshield replacement. A few days went by and I still had not heard from Carvana so I reached out via chat on 10/23 and was advised that they still hadnt received the report and stated the following:Windshields are replaced by Carvana during the 150-Point Inspection if they are found to have cracks in them. A windshield on a vehicle should arrive without cracks and would be considered outside of our Carvana standards if it does arrive cracked. This would be something a Field Advocate would see upon delivery, and they would direct you accordingly. Did you report this with the field advocate? I explained again that the damage was sustained after the inspection and after I purchased and paid for the vehicle but prior to delivery and that the delivery driver was the one who noted the damage. After days of back and forth from Carvana they have now advised me that even though the vehicle condition is different from the listing and photos, the damage was sustained after I purchased the vehicle and prior to it being in my possession they will not be covering the repair. The supervisor I spoke with stated that it is within their standards and it is up to me to repair the vehicle.

  Business response

  10/31/2024

  Dear BBB,

  
  Thank you for bringing this situation to our attention. We have spoken with 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

  11/01/2024

  After multiple back and forth and a claim being denied to cover the repair, Carvana offered to send me $200 towards the replacement of a windshield through ********. I spoke with ******** directly and got a quote from another company as well and a windshield replacement was quoted for at least $500. Carvana needs to cover the full cost of repair not just a portion of it. The vehicle was damaged after I signed my contracts and paid for the vehicle. I was assured the windshield will be repaired and covered 100% by Carvana, only to be told two weeks after delivery that they will not be doing so. This is unacceptable. 

  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

  11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they are willing to come to a resolution that is 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

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from Carvana on October 12th, 2024. I picked it up from the ****** location. On pickup, we noted the 360 camera was damaged likely in transit. Also, the Carvana employee who was completing the transaction went to install the temporary license plate and broke the brackets on the tailgate. The employee noted the damage. After taking the car home, I decided I no longer wanted this car, since the car was now damaged by Carvana. I initiated the 7 day return process and the car was picked up on October 23rd, 2024. I am still waiting on the return of $5090 from my down payment that Carvana requested be a cashiers check. I had also put $500 down ACH which has already been refunded. I have called multiple times asking for the status on the refund or return of my $5090 cashiers check and every time customer service has a different answer and no one knows what is going on. One employee told me that check will be returned at the return. One employee told me the check has already been cashed. One employee told me the check is still at Carvana Frisco. One employee said they have no idea where the check is. I want my downpayment back as its been over a week since they picked up the car. I wanted it picked up earlier but they choose the pickup date.

  Business response

  10/30/2024

  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. Check #********** for 5090 was returned back to the customer on 10/30/2024 via *****. Tracking number: 779634266132. 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

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle (Tesla Model 3) from your company in October. When it arrived I noticed multiple cosmetic issues, Large gashes to the drivers and passengers speakers along with separation of the lining near the driver's seat (now known as a B pillar). None of these issues were pictured in your images online (since your company only avenue to see cars is online). I reported this issue to your company within the 7 day allotment, who assured me that your third party, Silver Rock, would handle any repairs. I went back and forth with them and Tesla 13 times to finally get a correct estimate submitted. It was only approved for 1 of the 3 known defects in the vehicle. I called and spoke with a supervisor (*****) who advised it was Carvana who rejected it. I had her place us on a 3 way call with a supervisor from your call center named ********. ******** advised she could only place a review and advised even though I was lied to, there was nothing she could do about it. I asked for all calls to be pulled and listened to but she was not willing to help or get me any further management. I am reaching out to you because I know you want your company to do the right thing. Please call *************) or email me at your earliest convenience.

  Business response

  10/30/2024

  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

  10/30/2024

  Carvana has not made any further responses to complete repairs.

  Business response

  10/30/2024

  Dear BBB,

  
  Thank you for bringing this matter to our attention. 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 the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
  

  Thank you,
  The Carvana Team

  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am attempting to purchase a vehicle from Carvana. On Monday, October 21st I started to purchase a vehicle and put down almost $12,000. I was arranging financing from my lender for the balance. On Thursday it was found that they did not have the title in their name so my bank could not start the financing process. We requested the title to be transferred to Carvana's name and were told it would take ***** hours. We looked for an update today, Tuesday, October 29th and were given no timeline for them to process this request and have been left without a car and they are holding a $900 "non-refundable shipping fee" over our heads as a way to prevent us from just cancelling this order and going elsewhere.

  Business response

  10/30/2024

  Dear BBB,
  Thank you for bringing this situation to our attention. We have been in contact with our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Summary On 10/15/24, I received a 2023 ******* Elantra purchased from Carvana. Upon delivery, the Carvana delivery advocate informed me that the vehicle had been damaged in transit and that a claim would be submitted with SilverRock for repairs. However, they failed to document all the damages; only the damage to the roof was noted, while the damage to the driver-side mirror was overlooked.Details of Complaint 1. I have been proactive in trying to resolve this issue, contacting Carvana and SilverRock multiple times and submitting a time-stamped estimate and photographs on 10/22 that clearly show both damages upon delivery. 2. On 10/24, I spoke with a Carvana manager who helped expedite the process by reviewing and submitting documentation to ********** for a secondary claim to cover the additional driver-side mirror damage. Carvana informed me that they extended my warranty and confirmed that they sent this claim to SilverRock, who should contact me within 48 hours.3. Today, on 10/29, I followed up with SilverRock and was informed that they had not received anything from Carvana. Meanwhile, Carvana maintains that the claim was submitted. I initiated a conference call and ********** confirmed they did not receive the mirror complaint, and asked Carvana to re-submit. Carvana stated they cannot re-submit since the cosmetic warranty claim period has since lapsed. Resolution Sought Damaged that occurred during transit need to be addressed. The $0 deductible period for repairs ends today, and I have made numerous calls and follow-ups since delivery to ensure this issue is resolved. I am unwilling to pay a deductible for damage that occurred prior to the cars delivery to me. I am requesting that Carvana and SilverRock immediately coordinate to process the claim with a $0 deductible as originally promised, addressing both documented damages.All phone calls were placed on a recorded line and these can be provided upon request. Thank you for your help.

  Business response

  10/29/2024

  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

  10/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I attempted to purchase a car online on October 26th, 2024 and received an email with confirmation of my order being placed and the date and time of pick-up of the car. I went to the dealership and got the major run around. Everyone from Sebastion to **** tried to justify the lie that the car had been approved and what I needed to get the loan approved. I asked 8 times as to why did they send me an email that said I had a scheduled pickup for today at 5:00pm and all I needed to provide was the proof of driver's license. After further prodding they revealed that I had an outstanding balance of $298.00 from a car that was totaled on 09/24/2024 which coincidentally they have yet to process the *** coverage. I had to reach out to the provider (Ally) to get the process started. They required me to put up $1590.00 to finance the deal up front. When I inquired as to why would they want a down payment for a car that wasn't approved, Asia said that's what we do and I apologize for the misunderstanding but that's what we do. Additionally I asked about the nonrefundable shipping fee if I canceled the order and she said I would lose it if I walked away. I stated I hadn't taken possession of the car so why am I paying for a shipping fee and her reply was because you ordered the car and even though it isn't approved as of yet , you are still required to pay the nonrefundable shipping fee because it's in transit. These in my opinion are deceptive trade practices and I want my money back. I am now without a car and my livelihood is dependent upon adequate transportation. They lie to people and **** them in.

  Business response

  10/29/2024

  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
  
  

  Customer response

  10/30/2024

  I have kept a detailed running list of people that I have spoken with regarding my treatment by your organization. I asked for honesty and transparency and I've received nothing but the run around. The only person who seemed remotely competent is ********. The money has already cleared my bank account as of Monday October 28th, 2024 and with it being an ACH payment, you received by October 29th, 2024. Now you're telling me that you can't do anything about it for another 5 to 7 business days. That's what you want me to believe? ******** told me on yesterday that a refund had been generated and I could expect it by the end of the week or Monday at the latest. Which is the truth?

  Business response

  10/31/2024

  Dear BBB,

  Thank you for bringing the customer's additional concerns to our attention. We have submitted a request to our ******************* to process a refund as soon as possible now that the funds have cleared earlier today. The customer will receive an email confirmation once those funds have be sent via the *** process. Most likely this will occur either later today or tomorrow. Once the customer receives this email confirmation it will be about 5-7 business days until the funds clear and are made available back into the customer's account. If the customer has any additional questions we suggest that they reach out to us directly and we would be happy to provide clarity on this process.

  Customer response

  11/01/2024

  
  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

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Carvana on 10/23/2024, a 2018 Jeep Grand Cherokee. I paid full asking price trusting their fraudulent Inspection Report. Once I took the car off the lot, I noticed battery issues. I took it to a dealer and he said the battery is almost dead. Just looking under the hood, he noticed the water pump was leaking and needed to be replaced and the oil pan seal was leaking and needed replaced. They paid for the repairs through their insurance agency, but they charged me $350 as a deductible to pay for things that they falsely said passed their "150 Inspection". They never did an inspection; they just checked all the boxes. I tried to take this up with Carvana, but they blew me off and said I have to deal with the insurance company. They wont refund the Deductible I had to pay to get it fixed. I want them to finish the repair to the back seat that they warped, refund my $380 (Deductible + I had to pay for an oil change). I think they should be punished and held responsible for their false advertising. They dont even have a customer service phone number that you can talk to a real person. I have a copy of all our online conversations.

  Business response

  10/28/2024

  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

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i made a purchase of a vehicle on October 5th with Carvana with a downpayment of $11,710 + $1,290. I was told that they wouldn't accept the title i used for the trade in of another vehicle and suggested i cancel the order. I cancelled it within 24 hours of the initial transaction and was told by two different representatives that because it was within 24 hours Carvana wont take the money. One representative said that just in case i can move the money out of the account to make sure. I did so and later found that they had withdrawn the full $13,000 from my empty account. I called back to find out what happened and was told I'd be refunded in 3-5 business days. It has now been 21 days, over 10 phone calls with different answers of 3-5 more business days, 7-10 business days, promises of call backs and exact dates when the refunds will arrive, and i still have not received anything. i was told by some that the treasurey department hadn't even made a ticket for my refund, and by some that they haven't even received the money all together. I finally spoke with someone the other day who was able to put in more tickets to expedite my refund and i was told i'd be receiving it monday (10/28/24) but monday has rolled around I received nothing. I called again and was told that it's probably still processing and will be another 10 business days before i receive it. After waiting 21 days on a "3-5 business day" timeline, i'm no longer interested in waiting 10 more days to see if they're lying again or not, i just need my $13,000 that has been wrongfully withheld from me.

  Business response

  10/29/2024

  Dear BBB Team,

  
  Thank you for bringing this matter to our attention. We understand the concern regarding the refund timing, and we apologize for any inconvenience this may have caused.

  We would like to confirm that as of 10/26/24, we have successfully refunded the amounts of $1,290 and $11,710 back to Phoenix's account. The refund process was delayed because the funds were still in a pending status, and we could not complete the return until they cleared. When refunds are processed, we advise that it can take 3- 5 business days for the refunded amounts to go back into the account used. 

  Please feel free to reach out if there are any additional questions or concerns regarding this matter. We are committed to ensuring a smooth and positive experience for Phoenix and appreciate the opportunity to address this issue.

   

  
  Sincerely,

  The Carvana Team

  Customer response

  10/29/2024

  
  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,
  
  Phoenix ********
  
   
  

*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. ↩