ComplaintsforCarvana LLC

Online Car Dealers

Multi Location Business

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Initial Complaint
12/10/2021
Complaint Type:
Order 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 tag was expired for near 2 months *** I couldnt drive a car that I was paying $413 per month for. They wouldnt let me apply for my own license plate and didnt turn in the paper I provided to get me my $1,000+ tax exemption for the ***********. I called multiple times to remind them and they assured me they would. The driver also called before I signed a contract and let me spoke to an agent who assured me that I would be credited the $1,000+ military exemption. My registration arrived late and they didnt honor what was discussed and my car was parked nearly 2 months because I couldnt drive it.
Business response
12/17/2021
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this 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
12/09/2021
Complaint Type:
Sales and Advertising 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.
Carvanna tried selling me a vw Passat with emissions issues and this is not The first time iv had issues with them
Business response
12/10/2021
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this 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
12/09/2021
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.
I purchased a vehicle from Carvana mid April 2021. It is now nearing mid December 2021 and I still have not received my vehicle plates (and registration with my home ********************* has not been completed).I've called customer support dozens of times and been on hold for hours over this time period and the issue has still not been resolved. Now, I got in an accident the past week, where my vehicle was declared a total loss. My insurance cannot continue the claims process without the title of the vehicle (which is not available because of registration delays). I cannot get in contact with anyone in their registration department & no one can seem tell me the status of the registration. I would like this issue resolved so I can continue my total loss process through my insurance.
Business response
12/10/2021
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. 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
12/09/2021
Complaint Type:
Billing 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 Nov 24, 2021, Carvana initiated an ACH transaction from my checking account to receive 2019 ***** CX-5 for $33,349.50. Upon delivery on Dec 2nd, 2021 , I rejected the car and the vehicle was taken back by the Carvana delivery service. I called Carvana immediate car the taken back and I was told that the transaction has being reversed and I should expect to see credit back to my checking account. Its been a week now since that call. I called my bank and they informed me that they still don't see any pending transaction from Carvana. This indicated that Carvana has not even begun the credit transaction with my bank.
Business response
12/10/2021
Dear BBB,

Thank you for bringing this situation to our attention. We have contacted our customer, and have 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
12/09/2021
Complaint Type:
Order 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.
I put a down payment of **** on a car I was going to purchase. I ended up having to cancel it the next day. It's been 8 weeks now and they still haven't refunded me.
Business response
12/10/2021
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and have 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
12/09/2021
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.
I purchased my first vehicle and it had issues within 30 minutes of driving away. The driver's side sun visor fell in my lap as I drove down the highway and the steering column shook. They replaced it as advertised. Second vehicle has broken bolt that needs removal for license plate; headlight and brake light were out. Clearly the 90point inspection they advertise is not happening. Next, they lost the original paperwork I sent for vehicle registration so I had to get it down again. I was told I would be reimbursed. The price is on original documents sent to them. Then I was told, no I have to send a separate receipt to process the reimbursement. They s**** up and I have to do the work to fix it. Also, I referred my daughter who purchased a vehicle but never received their advertised referral fee for doing so. Very disappointed. No better than dealing with used car dealers. Not to mention the first car ordered was cancelled after they "rescheduled" delivery repeatedly.
Business response
12/10/2021
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. 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
12/09/2021
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.
I set to finance a vehicle from carvana. I read the local reviews. Wasnt too good but I know a few people that have vehicles from here so I went against my better judgement. 2 days before vehicle pick up, delayed due to them not being able to find the car in time but then was headed to ** later that day. You all messed my pick up date. Scheduled for 5 days after original date. Then I go online to see if there is a later time. Opena up a whole new contract changes my APR RATE and then changes the 5 day schedule change to 7 days. Im on the phone with a rep she said I will call you back in a couple of hours never called back. I call back speak with another rep who says all this tells me, oh they couldnt find the car they found it and its on its way to ******* hub. But they date of the 17th for pick up which the lady told me just select a date so we can lock the car back in. Running my credit again and all. for what all because they dont have a simple reschedule button or maybe this is apart of the scam of charging you more money. I then call today to speak with a supervisor. Just kept putting me on hold to tell me what he was telling the leads. First huge red flag not being able to talk to a supervisor at the moment you request. I wanted my experience not to be like the reviews but so far is looking exactly like all these bad reviews. I will be calling corporate once they open. As well as possibly a lawyer. Another inquiry on my credit all for a date change seems very scammy. And the fact that everyone says they will call you back and dont. When you buy a car its a reason your buying the car. So far this process has not been seem less and carvana and not looking like a good company at this moment. Very nervous on if this car is even inspected etc. did all my research on the car seems legit but carvana not so much. Too many bad reviews and BBB complaints
Business response
12/10/2021
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this 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
12/08/2021
Complaint Type:
Delivery 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.
Ordered a car thru this company. Jumped thru all their hoops to get everything ready in the time frame they gave me. Even paid $499 for delivery charges when they guarantee free delivery. After 2 days of signing $24000+ contracts they message me that my delivery is going to be delayed and that I can pic a new delivery date. I picked a new date and they still won't deliver the car. No reason for the delay. No messages that it's going to be delayed. I had to call ar the delivery time and find out it was delayed. I had huge doubts about using an app to purchase a car and now I know why. This is pretty much a scam company
Business response
12/10/2021
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this 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
12/10/2021
I will wait for the outcome. But I doubt it's going to be anything good. This company is a bug scam
Business response
12/17/2021
Dear BBB,
Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates is in contact with our customer. If additional answers are needed, we ask that our customer communicates with their case manager. 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
12/08/2021
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.
Its been over ***************************************************************** registration for my vehicle. I also had a complaint about a key that didnt work and its been over 60 days have no new key and no word since from Carvana. My whole buying purchase has been a terrible experience as I have had many other problems with them. Their employees also had no way to get a hold of a manger and they have to submit a ticket to get a hold of them and hope they call us back within 3 business days.
Business response
12/10/2021
Dear BBB,

Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this 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
12/08/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a car that less than four months needed a new battery. I have purchased all the of the " extra" warranties the were pushed on me, somehow the battery was not covered. So I called Caravana and was told they would send me a check for the battery. Not the money I spent in labor getting the battery switched or the cost of disposing the old battery. I was told I would get the money in 10 days, called after 10 days. I was told the rep I spoke to was wrong it would be 45 days. Call back after 45 days, they told me a rep messed up on the check and it was not approved. It was just sitting there, if I wouldn't have called back nothing would have been re-processed. I call after 88 days waiting for the check, I was told it would be overnighted. Called 90 days later and they told me another rep goofed and it got denied resubmitting. I have spoken with 5 reps stating they will call me back or have a supervisor call me and NO ONE CALLS BACK! I have yet to receive my check and I refuse to continue to wait 3-5 days as they say to call back and find out nothing has been done. I want my money!
Business response
12/10/2021
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. 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
12/13/2021

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,

*************************

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