DO NOT BUY FROM CARVANA! I realize the title is an absolute. Let me explain why I used the title. On Jan 28th we traded a vehicle and purchased a vehicle from CARVANA. This was our 11th purchase with them since they started. We have been loyal and until this last purchase have been impressed with their support, the compassion and professionalism of the people we have worked with. I would go as far to say some have been stellar and very impressive relative to solving problems and challenges over the years. This all changed on January 28, 2022. The Jan 28th 2022 purchase put an end to our long-standing impression of the company. A couple facts: 1. Vehicle they delivered was leaking oil and needed $10,628 of work and wasn't safe to drive. 2. Our trade has still not been paid off after 50 days. 3. We attempted to replace the initial purchase with 3 other vehicles which all made it to the hub and the day of delivery and hours before the scheduled delivery time we would receive a text letting us know the vehicles were undeliverable. From engine lights, strange screeching noises, brakes not working, to we don't know what's wrong but we have to get something fixed. We tried! We tried hard. Made compromises on what we wanted and tried so hard to buy a car. We were told multiple times that our trade "should have been paid off and that they don't know why treasury hadn't paid it off yet". I even spoke with our current lender and they confirmed that CARVANA had requested payoff info as late as March 8th. The lender has serious concerns and will look into this once the payoff is completed. We provided Capital One all the images, emails and texts so they are fully aware of the experience. Since we were essentially down to one vehicle we had to use Uber as a second vehicle to do the things we had to do while one of us was working. We were told "don't keep track of the receipts, I don't want to add them up so I can just send $750 to compensate for the hassle and travel". We agreed and felt that was fair and would cover our expenses since the vehicle they delivered on 1/28/22 was not drivable. It just sat in our garage and dripped oil. It took them 6 weeks to finally come and pick up the car with a tow truck. And at this point were told by Executive Resolution people (2 different "Case Managers") that they would follow through with their commitments, get our trade paid off, and do what is right. One even apologized profusely in email about our experience and could not believe this had happened to us. We learned from a prior purchase to record calls with CARVANA because they had previously promised us $250 for delay hassles and frustration. This was never sent. We have tracked every name, date, time, and notes from every conversation and have every conversation recorded. My attempts to speak with them ended after being yelled at and berated during our last conversation with Lena from Executive Resolution team. She was rude, dispassionate, and indifferent. She even threatened to return our trade during the call. We could not believe the posture and rudeness expressed to us. This was the same person that 10 days before said she would send us $750 for our transportation cost for Uber and our hassles during the purchase. In order not to get too granular, their vehicles rarely arrive clean. They rarely arrive on time. From watching vehicles go from purchase pending back to inventory, appears they have about 25-30% of their vehicles declined upon delivery and are returned back into their inventory. Our trade has showed sold for the past three weeks. We had been loyal. We had purchased 11 cars from them. We had recommended them to family and friends and I feel horrible about that. Simply put. You can not trust them. They may not follow through with promises. They may discreetly add conditions when wrapping up calls that are not even connected to the promises made earlier in calls only to come back later and trap you into being honest with them just to say "ah-ha, got you". It's so sad to see what CARVANA has become. They are no longer a caring, trustworthy, or capable I feel. Instead they are dismissive, disingenuous, and a disrespectful company. I miss the old CARVANA. Don't buy from them. Go to a local dealer. Put up with their ridiculous games they play. Spend hours you don't want to spend. But, at least, at the end of that horrifying experience you will have the opportunity to buy a quality vehicle and leave feeling exhausted but happy the next morning you walk out and get in your new car. If you buy from CARVANA it may become a nightmare that 51 days later we are still experiencing. They still have not paid off our trade. read more

My husband purchased a 2021 Kia K5 on 1/6/2024 which was picked up from Carvana vending machine. The representative brought the vehicle out and told us she noticed a chip.innthe windshield but will.put an order in to have it fixed. Husband drives off and gets on the highway. At about 50 mph, the car started to have a vibration on the front driver tire. He contacted them and was told to contact Silverrock. He contacted them and was told he could take it to the shop himself. This was not something he wanted to do because this shouldn't have happened in the first place with a proper inspection of the vehicle before it was placed for sale. Husband swapped the vehicle during the 7 day guarantee for a 2022 Kia K5 Gt line. It was delivered on 1/13/2024 around 630pm. He test drove it around the block and noticed a noise on the right front tire. He let the delivery rep know and he mentioned to him that the tire was extremely low when he picked up the vehicle and had to put air in. They both looked at the front tire and noticed a plug in the tire. Representative told my husband he would note it. The following day, he was driving on the highway and the dashboard lit up like a Christmas tree and the speedometer went to 0. The air pressure light was on, sensors light were on, abs, parking brake, were among the lights that lit up. Called silverrock and took the car in to shop the following day. It was looked at and he was told the tires and brakes needed to be replaced, there was an oil gasket leak, and needed to be recalibrate which totaled around 5k.in repairs. Silverrock did not approve repairs and wanted to send an inspector. This should not have happened it was a car that was placed for sale. Husband ended up returning the car since he had only driven in twice and it was in the shop all week. He did not swap it for another one since it would have been the 3rd vehicle and the 7 day guarantee wouldnt have applied. Car was picked up on 1/20/2024. On 1/22/2024, he received an email notification that the car was up for sale on their website!! Unbelievable! Car was not repaired! Why would they do this?! This a company doing deceptive practices! 2 consecutive cars that were not properly inspected and should have never been approved for sale. This company is ridiculous! Do not BUY FROM CARVANA!!! STAY AWAY! YOU WILL ONLY RECEIVE HEADACHES AND WASTED TIME instead of a reliable vehicle. The car is listed for the same price and shows that it was passed all inspections which is not possible! 0 stars if I could VIN# is 5XXG64J21NG123817. As of 11:48am 1/24/2024, this car is on hold for a pending purchase!! I hope this person sees this review! read more

We were in the market for a new car for our daughter so we started looking around and Carvana had the perfect car for her. So we went to our bank, who has a partnership with Carvana for financing, to get pre-approved. After approval, our bank redirected us to Carvana to search for and complete a purchase. We did this seamlessly. After getting redirected to Carvana, we found a car, setup everything, signed the contracts, received the signed contracts and set a delivery date. I was thinking, man this is the easiest car purchase ever. Not so fast, my friend. I called my bank the next day so we could finalize the loan and then something told me to check the order from Carvana. Went back to Carvana site and low and behold, the car we had just "purchased and signed for" was still available. How? I called Carvana immediately and the person on the line stated he had no record of the order number nor contracts that I had signed, sent to my bank and had in my hand. Again, how!? They had no explanation. So he said well, I can submit the order for you now. I was like okay but will my delivery date still be the same? He said "unfortunately not but if you want to pick it up we can switch to that." This was supposed to be a surprise for her and now I have to change my schedule to pick it up. I was okay with it as long as no other issues were to come up. Not so fast, my friend part two. I get a text from Carvana the next day saying "your delivery has been delayed." When I called them to ask what happened they said "the car hasn't left Indiana yet." Wow...so at this point, I am pissed because now we are no longer able to go through with our surprise, my schedule has been changed and we still have no car...I argue for a bit then the lady I spoke to that day states that she understands my pain (no you don't) and that she will see what they can do. The options then become, you can come pick it up on Monday morning (nope, not changing my schedule again) or get it delivered 4 days later than my previous delivery date, on a Wednesday. I tell them, no...I want it delivered on Monday. She said let me see what they can do again. At this point, I am like "NO. You need to get them to fix this after all the issues we have had so far." So she goes on hold for a bit then comes back and says "they can deliver it on Monday evening at 6pm." I agree to this and the only reason I did not give Carvana a 1 star rating is because the delivery driver was early, apologized for the previous issues and the car was perfect. We won't be using Carvana again, though... read more

Recently I totaled my 2017 Lexus ES 350 and had to "go on a search" for a replacement vehicle. Initially we were researching other Lexus ES 350 but soon we realized that we could not find what we wanted. We were doing only online searches. Carmax & Enterprise car sales were our primary focus. Then we remembered that a daughter bought her SUV through Carvana and her experience was very positive. We decided to search Carvana & found that their used car selection was by far better than any of the other websites. After several days of searching, we decided on a 2018 Subaru Outback limited. The delivery of the car was to the house & the delivery person was very professional, very curteous & all round great. I mentioned that the car only has one key fab & asked if Carvana could do anything about the one key. I was anxious to get a second key and made arrangements the next day with Batteries Plus (they were over $200 cheaper than the Subaru dealership). However, that afternoon I was contacted by the driver & asked if I had gotten the email regarding a new key. I explained that I had already paid for the replacement one & he advised that I contact the vendor handling the replacement key. No problem! They sent me a reimbursement form & will reimburse the full cost! Carvana is the best company ever! and the customer service is by far the best I have ever experienced! I fully recommend Carvana from start to finish! We cannot be more pleased with the service we have received. read more

Subject: Urgent Concern Regarding Inconsistent Car Valuation and Lack of Resolution Dear Customer Service Team, I am writing to bring to your attention the ongoing issue have been facing with my recent vehicle purchase. Despite multiple attempts to address my concerns, I have encountered a disheartening lack of resolution from your representatives. Each time I reach out, I am provided with the same unsatisfactory responses, leaving me feeling unheard and disregarded. Furthermore, within just 7 days of an evaluation from Carvana, I have noticed a significant change in its valuation. It is perplexing to me that the value of my car has fluctuated so drastically in such a short period, especially when I see the exact same make and model listed on your platform for $22,000 with higher mileage than the one I purchased. This inconsistency in valuation raises serious questions about the transparency and fairness of Carvana's pricing practices. As a customer who trusted your company with an important purchase, I expect clarity and consistency in how my vehicle is valued and represented. I urge you to address these issues promptly and provide me with a satisfactory resolution. Your immediate attention to these matters would be greatly appreciated in restoring my confidence in Carvana as a reputable and trustworthy company. Thank you for your time and prompt response to this urgent matter.Best regards, Jessica read more

We bought this car as a surprise for our daughter's 16th birthday, and we wanted something new enough that it would last her through college and beyond. We found the perfect car very easily, and everyone at Carvana helped make the surprise for her awesome! Mark delivered the car with balloons and extra goodies inside the car for her like a gift card to her favorite restaurant and some cat toys and treats for her pets. She was completely surprised, and everyone did an amazing job making this occasion so special for her! They offered us the option to use the car "vending machine," but I was far too lazy, and we just had it delivered right to our door. Not having to go and spend hours haggling with a used car dealer was a huge relief for us. I was able to spend a lot of time in my own home going over all the cars they offered, comparing prices, comparing how many months were left on the manufacturer's warranties, and I felt I got exactly the car I wanted (low mileage Toyota Corolla). I also knew my exact interest rate while shopping, so that made it even easier. Kiddo is very happy with her car, and I feel we got a great deal with little effort on our part. I honestly don't ever want to buy a car from a dealership again! I'll just stick with Carvana in the future! read more

Initial sales process was smooth no issues at all. 7 day policy was smooth and the people at the vendor were professional and courteous However, in less than a week, my car had to go in the shop for repairs. Car was not safe to drive due to the diagnosed issues. I thought these cars went through a 150-point inspection?? Was that not caught? Took the car to a shop in-network who were awesome by the way (Shout out to Meineke Car Care on Vance Jackson) and was then referred to the manufacturer of the vehicle. So had to pay for towing to move it to a dealership service center because "it was already at a mechanic shop". Seems like we're being punished for doing our due diligence to care for our vehicle. SilverRock is not impressing me at the moment, since it is under manufacturer warranty they are trying to wash their hands of all of this and I may be on the hook to pay for a rental unless my insurance company comes to my aid since I have renters on there. The dealership who are taking care of my car now have been very professional and transparent the whole time (Cavender Toyota). Now just need to wait for a back ordered part to be installed and hopefully have our vehicle for years to come after this. read more

After a month dealing with the insurance and the mechanic shop, and no car, I finally got my car loss settlement. The first thing I did was go and look at the loca dealerships in tow for cars, new and used, I decided to purchase an economic new car, but, when I went back to close the deal, the dealership decided to rise the price and I walk out of there with no car. That nigh I was watching TV and a Carvana commercial was on, decided to give it a try and found a better than new car, less price, and bigger than the on I had my eye on, the following day, I sat down at my desk and login to Carvana, in 20 minutes I have purchase a car, and had a dat for delivery to my house. The day of the delivery they were there and I was jumping of happiness, just like the commercial, they came with the big Carvana truck, and my car on it. I tested and inspected the car, and I signed right there. It was so easy and no hassle. The Carvana delivery person was son nice on responding all my questions and he smelled so good hahaha. I really recommend Carvana, I love my car and it looks like new! read more

The future of car buying! I knew what I wanted, and had literally 70 similar cars to chose from. I could optimize price, milage, features and color and get exactly what I wanted instead of picking from the cars on some dealer's lot or dealing with all the hassle of craigslist. Everything done online means no days wasted running around looking for the right car and no dealing with car salesmen. I went in, and even with the cool (but if I'm honest, not really necessary) robot car delivery, rolled out in 20 min. My test drive was 7 days of my regular life, not 20 min with the car salesperson in the back seat. Having bought at a dealership recently, even after you agree to the sale, you spend 3 hours signing paperwork with a closer who is trying to up-sell warrantees and undercoating. Car was as advertised, every little chip in the paint was documented in the photos online, so no surprises other than positive ones.... cool cup in the cup holder and the car was spotlessly clean. read more

Love the vehicle but really was not easy to buy thru them. I purchased on a Saturday with a trade. I verified everything they asked for but could only pull my payoff online. They would not accept that and wanted it from the lender. I tried but they were closed Sat, and Sun and as luck had it, Mon was a holiday so no payoff then. They gave me until 4 pm on Mon to get it. I explained I could not, and they would not extend the hold until the next morning when the bank opened. They cancelled the order over 12 hours. I immediately went back online and repurchased same vehicle and was give two more days for payoff. Also, the truck was supposed to be delivered to my home on Saturday at 6:30 pm. I got a call the day before saying they had no driver at that time, could deliver it at 4 (did not work for me) so I had to go pick it up at 12 at their building south of town. Everything else went smoothly so far and probably would buy from them again, but not on a weekend. read more

I bought a car through Carvana, and the price was really good, so I was a little worried. Then I read about their 7-day return policy, and I began the purchase process. The car came within the timeframe specified, but the temporary tags didn't come by email the same day. I called customer care and they sent an email with a temporary tag within an hour. The car was exactly as described and even more awesome than in the photos. I was unable to get it in for a mechanical check-up before the 7-day return period was up, but I called Carvana's customer care department and they helped me get a couple of days extension so I could have a minor oil leak checked out before I made my final decision to keep the car. The leak has been fixed and I have had it 14 days now and I LOVE, LOVE, LOVE it. The whole process was much easier than going through a car dealership! Every Carvana team member was exceptionally professional, friendly, knowledgeable, and helpful! read more

Amazing experience, especially for a Highly Sensitive family like mine. Shop online from the comfort of your home, no waiting around at dealerships for hours with a toddler, check each car's CarFax for free, simple financing that adjusts to your needs instead of shotgunning a dozen local banks for approval (each with a hard inquiry hit to your credit score). We didn't love our first selection as it was smaller than we expected and the swap was seamless, easy, and actually fun. The first car was delivered straight to our door and that was cool, but the second one we opted pick up at the "car vending machine" and my 2 year old loved putting in the oversized token and watching the car come down the tower. The agent (who was vey friendly) even gave my son a free toy race car and pair of sunglasses. Both my wife and I agree that we won't be buying cars any other way from now on. read more