ComplaintsforCarvana LLC

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from carvana and when it arrived it was discovered not to have the features it advertised. Said power windows and locks on the listing (I have screen shot with vin) the car they attempted to give me was manual windows and locks. 11/19 was delivery date. I immediately called them and after 30 minutes arguing, they admitted they falsely advertised the car. It was also discovered while I was looking at their listings, there were other falsely advertised vehicles~ such as pictures from a completely different make and model car! I told them and they said sorry. They escalated to manager and they told me they would give me ****** for the inconvenience of not having any transportation for a week, since I returned my old car that morning to a dealer. I found another car on their site and purchased it while on the phone with them. They told me on a recorded line I believe, that once I kept the new car for 7 days they would immediately mail out the 500 check. The 7th day was 11/25 and I still do not have the check and its been back and forth with their employees saying its approved. Then pending. Then approved for over nigh shipping then pending. I have been lied to and they are doing everything they can to not send this check.

  Business response

  12/03/2021

  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

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/4/21 - cancelled order for ****** Kicks. Requested that Carvana return the cancelled bank draft to my lending institution, *****************11/23/21 - called Carvana - on the phone for over an hour transferred to several departments because no one knew who handled this. Received ticked number AP-****** - was told that it would take ***** hours for the cancelled draft would be sent to the bank. 12/1/21 - called Carvana - cancelled draft still not sent to ***************** On hold for over an hour. Still not resolved. I still have a $23000 auto loan on my account at the bank. Payments are scheduled to come out of my account 12/18/21. The resolution required is that Carvana send the cancelled bank draft to *****************

  Business response

  12/07/2021

  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

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 2, 2021, I pre-ordered a vehicle through the Carvana website that had to have a 150-point inspection. However, it has been almost a month, and Carvana has failed to provide any time estimates as to when the vehicle's inspection will be completed. I have made several calls to their customer service line, and I get inconsistent answers ranging from it is "almost done with the inspection" to "we can not give you an estimate of time." This kind of behavior is unacceptable from a company that is in the business of selling cars. I am writing this complaint because I am seeking truthfulness about the status of my vehicle. Thank you in advance for your assistance with this matter.

  Business response

  12/03/2021

  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

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car through Carvana. Tried to utilize their service of car exchange within 7 days, but they kept postponing the exchange for extended time and so I cancelled the exchange. This caused them to delete my profile for the car I kept, resulting in expired temp. plates. I attempted multiple times to ask about my paperwork and plates and was assured that they have a tracking system and will get it all done in time. It has been over 2 months and now my plates are expired. They don't know why my profile is not rebuilt. Every time I contact Carvana, it's like the first time and I have to tell them the story all over. Now my car does not have plates and I don't know who to pay for it. I also cannot submit for reimbursement of a part I had to pay $300 that was missing at the time of delivery because I don't have a rebuilt profile. I'd like a resolution asap.

  Business response

  12/03/2021

  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

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Agreed to buy two cars on carvana's **** page. Both cars were sold before I agreed to buy them. Asked Carvana to cancel the sale multiple times, but they wont. Now I have two pending sales on my page.

  Business response

  12/03/2021

  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

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to get the payment for my purchase on August 11, 2021 resolved for the past 3 months. I've been given the run around in order to assure that Carvana gets paid. My bank where I am supposed to be financing the car denied the check on 08/26 because Carvana did not send over the appropriate documents. I retrieved the documents myself and sent them over personally, I was told by my bank months ago that Carvana need to re deposit the check in order for the to accept the check. I was even sent the title to the vehicle as well. I've communicated with Carvana several times that the check was denied and it needs to be re deposited but no one listened. On 11/10 after calling for the 5th time. I received a email stating that the check will be re deposit. That was almost 10 days ago and my bank still doesn't show it was re deposit. As of 11/29 I messaged to confirm if it was redeposit and I was told that Carvana is redepositing 12/39. Im not sure what happened with the email I received on 11/10 saying the check is being redeposited. It has been over 3 months and the check is good for 60 days my bank was doing me a favor by letting the check be valid this long and at the point it may now be voided. If it is voided they are saying I have to reapply for the loan and that is another hit on my credit that I am not willing to take being as tho I've contact Carvana multiple times to resolve the issue and no one took me seriously. Ive asked numerous times if my bank doesn't accept the check what are the next steps if payment isn't received, and no one have given me a clear answer. I get responses that dont even make senses to what Im asking. I would really appreciate some help in resolving this. Ive spend hours on the phone with Carvana which is difficult when I have 3 small children and day long conversations thru text that doesnt resolve anything either. Ive exhausted all options and even attempted messaging on social media. Thank you.

  Business response

  12/03/2021

  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

  12/03/2021

  The situation hasnt been fixed as of yet. My personal affairs are still on hold for this situation with still some unanswered question. 

  Business response

  12/06/2021

  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

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 2, 2021 I purchased a ********** Atlas from Carvana for $42,133.95) with a $2,000 down payment($38,133.95 financed). The car was delivered to me on May 5, 2021 on or about May 8,2021 I wanted to swap the car for a different vehicle. Before my 7 day trial period ended I decided to keep the Atlas. My first car payment was due June 5,2021. I contacted Carvana to make a payment and was told that they didn't show in there system that I had a vehicle. I was told that my account would have to be rebuilt. During this time my temporary tag which is registered in Georgia and expired June 18,2021. I contacted Carvana and was told that they were still working on my account and I needed to call within two to three days of my temporary tags expiring to receive a new temporary. I received an email with a 90 day non resident temporary tag that expired September 14, 2021, then one from Tennessee which expired October 15, 2021. Once the third temporary tag expired I was informed that I reached the maximum allowed temporary tags. My account rebuild was finished at the end of September 2021. I have been contacting Carvana trying to resolve this issue.I was told that the vehicle inspection had expired and needed to be redone which I had done. I contacted Carvana to see if there was anything else needed. I was told they had everything they needed to get my car registered and told that my package had been sent to the ************************************* (***) on October 29,2021. I reached out to the *** a week later and there is nothing in their system related to my registration. Today December 1, 2021 I reached out to Carvana's Executive Resolutions Team and spoke with an advocate and was told they sent my paperwork to a third party to complete my registration with the state of Maryland on October 9, 2021. This was the first I heard of my paperwork needing to go through a third party. I have been unable to drive my vehicle since October 15,2021 and I have to make payments.

  Business response

  12/03/2021

  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

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am senior citizen/USMC vet. Purchased 2011 automobile with 44k miles in June, 2021 from Carvana. I was later (after delivery) advised by experts that the tires on car that looked new (except weird **** color) were 9.5 yrs-old and were "dangerous at any speed." Tires only good for 6 yrs. Informed Carvana and received multiple responses to send them photos, reciepts for replacement tires and certification from experts. I did all of that at which time Carvana went silent. $925 to replace tires that were oxidized and unsafe. Upon request, I have copies of all docs and correspondence with Carvana. I am told the tires could have unraveled at any time. Please see info at this link for idea of tire/safety life https://www.edmunds.com/car-maintenance/how-old-and-dangerous-are-your-tires.html https://www.edmunds.com/car-maintenance/how-old-and-dangerous-are-your-tires.html

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle that was delivered o the 17th of Nov. After I found what I thought was an issue with the car they agreed to swap it out with another vehicle however, in the end I decided to return the original car and get my trade in back. Carvana was supposed to return the check from my credit union on the 20th of Nov. On the 22nd I was on hold for 1hr26min while Carvana tried to get answers from the accounting or treasury **** to get the tracking number for the check since my credit union had not received it, I was told instead of staying on hold they would follow up with me when they got an answer, but no answer ever came. On the 26th I follow up again and was told the check had not actually been sent but that they were going to do it this time. I confirmed the correct address for the check to be mailed to. It is the 29th today and I called again to follow up on the status because my credit union still has not received the money back. The Carvana employee again had to try and contact the accounting **** and promises to follow up. I cannot understand how a $22,000 check simply gets lost with no tracking number. I was told the check was send on the 23rd, but no tracking number, and the person on the 26th says it was not sent. All the employees can see are the notes, they apparently have no access to the back end system that accounting has, but accounting is not customer facing. I am approaching a deadline to have the money back to my credit union so they can reissue payment for another car I am supposed to buy. If Carvana does not find out what happened to this money very very soon it will be liable for my losses when my deposit is forfeited next week because I cannot follow through on the purchase on another vehicle. 9 days is more than enough to return payment.

  Business response

  12/01/2021

  Dear BBB,

  Thank you for bringing this situation to our attention. We assigned this case to one of our Advocates, who contacted 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

  12/01/2021

  
  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,
  
  *****************************
  
   
  

*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. ↩