Complaints

This profile includes complaints for Carvana LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Carvana LLC has 35 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Carvana LLC

  300 E Rio Salado Pkwy Bldg 1 Tempe, AZ 85281-0800

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana Nashville

  4270 Kenilwood Dr Nashville, TN 37204

• 

  Carvana, LLC

  4070 Interchange Corporate Center Rd Warrensville Heights, OH 44128-5631

• 

  Carvana LLC

  10335 Palm River Rd Tampa, FL 33619-4579

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 ********** Mirage from Carvana on July 17 and recently noticed a small crack in the bumper. I took it to the body shop and they said that the whole bumper looked like it had been in an old accident and glued back onto the car (they showed me where there was glue and even tape holding it up) and painted over to hid the damage, and that it would cost over $2000 to replace it. Carvana is refusing to address it and said that I would have had to report it within the first 10 days--how would I even know there was something wrong with it? Shouldn't accidents be disclosed before you buy it?

  Business Response

  Date: 11/04/2025

  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
  
  

  Customer Answer

  Date: 11/05/2025

  
  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

  Date:10/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was told my refund would be issued by Tuesday and its Friday. They approved the deposit from my bank but rejected it to receive payments. Fraud.

  Business Response

  Date: 11/01/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted 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

  Date:10/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased car 4.1.25, along with the highest coverage available via 48 mo Carvana Care. They are engaging in Unfair and Deceptive Acts and Practices (UDAP). I've written certified mail, emailed, live chat, and phone calls. The policy was NOT available prior to purchase, and is yet to be delivered. They insist that only items listed are covered, and that "brake actuator" wasn't listed. However, this is ridiculous as "bolts", "nuts" and other items also aren't listed, yet are included. Shortly after the 100 day warranty expired, there was a $3100 brake actuator failure, which they refuse to cover. I've asked them to honor the contract and reimburse us for the $3100.

  Business Response

  Date: 10/31/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted 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

  Date:10/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a car from Carvana in ******* on October 25th 14 hours away from our home in *************. On October 28th, we were pulled over by a state trooper, who told us that when he ran our tag, it didnt come back to anything. we provided the registration we were given, our purchase paperwork, and proof of insurance he said the car wasnt registered to anyone It was basically a ghost car. The trooper said that if he didnt believe we genuinely didnt know the car wasnt registered, he would have taken me to jail. he gave me a warning and impounded the car I had purchased just a few days earlier. weve been in contact with Carvana, but theyve done nothing to help. They insist the registration was correct. They also told us that because they have a seven-day return policy, they dont register the car to the buyer or anyone else until after that period ends. We explained that this is illegal. They told us we had to pay hundreds of dollars to get the car out of the tow yard and even more to have it towed to where we were staying while they worked on a new registration. When I asked if this would be the same type of registration they gave us before, they said yes. I refused, because I will not drive a car that isnt legally registered to meif I get pulled over again, I could be taken to jail since they can see I was already stopped for the same issue. It has now been almost 3 days with the car sitting in the tow yard, and we still havent received an update. We told them to retrieve it themselves and ship it back to ************* since my husband has to return to work. Weve lost hundreds of dollars on experiences and hotel stays, and the situation has basically ruined our vacation.Were now on our way home, and I have no idea if Carvana will even get the car back to us. By the time they do, my seven-day return period will be long over, so if somethings wrong with the car, I wont be able to return itand Ill still be waiting for it to be properly registered.

  Business Response

  Date: 10/31/2025

  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

  Date:10/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was planning on purchasing a car from Carvana. I had the car in my cart and had already initiated the 1290$ shipping fee. I had planned on trading my car in, however Carvana called me and explained to me that it wouldn't be possible if I didn't have the other person who was on the title of my car present. I told them I was unsure of what to do and the customer representative told me it would just be easier if they cancelled the order. I did not give them permission or consent to cancel the order but they did anyways. They then told me the 1290$ for shipping was non refundable and I won't be getting my money back. I asked if I could speak with someone else from their customer support and she refused to transfer me. I then called back and talked to another representative and they told me they would escalate my case to find a solution. They said they would follow up with me in two days but never called back. From then on I was not able to put the car back in my cart. I had told my bank to put a stop payment from them on my checking account but ********************** bypassed it by changing their name on the withdrawal. It now says on their website the vehicle has been purchased by someone else. In other words they essentially stole 1290$ from me by cancelling my order without my consent and refused to contact me any further.

  Business Response

  Date: 10/31/2025

  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

  Date:10/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Carvana that is defective. It has had countless problems since my purchase on 24 December 2024. This car should have never been sold.

  Business Response

  Date: 10/31/2025

  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 Answer

  Date: 10/31/2025

  
  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

  Date:10/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle from Carvana in May 2025 for approximately $30,000, paid in full at the time of purchase. The vehicle appeared to be in good condition and passed Carvanas advertised 150-point inspection.Shortly after the limited warranty expired, the transmission began skipping and slipping, causing unsafe driving conditions. This type of major mechanical failure should not occur within months of purchase for a $30,000 vehicle represented as fully inspected and in good working order.When I contacted Carvana for assistance, I was told that because the issue began just after the 100-day/4,189-mile warranty period, they would not provide any help or coverage. I explained that the transmission problem likely existed prior to warranty expiration or delivery but went unnoticed initially. Carvana still refused to offer any goodwill repair or reimbursement.Purchase Date: May 06, 2025 Mileage at Delivery: ***** Mileage When Issue Began: ***** Issue Description: Transmission slips and skips between gears; vehicle struggles to accelerate properly. It shakes and it becomes hard to control when driving above 40MPH Carvana Response: Refused to assist, citing expired warranty.***For the record, I'm not disputing the car, i just want them to cover the repairs***

  Business Response

  Date: 10/30/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted 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

  Date:10/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not recognize these inquiry from Carvana LLC. I have not authorized this company to check my credit profile and this unauthorized inquiry is in violation of the Fair Credit Reporting Act. Please delete this inquiry in accordance with the ***** 15 USC 1681b(2), 15 USC 1681(q), 15 USC 1681c-2

  Business Response

  Date: 10/30/2025

  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

  Date:10/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive only had my vehicle since 9/7/25. I have a work vehicle so I didnt drive this vehicle for the first couple of days. I purchased from Carvana instead of another dealer because of all of their promises including a 150 point inspection they claim to conduct on their vehicles. I checked everything about the vehicle online before deciding to purchase. 9/29/2025 I had to have a mechanic come to my house because my car wouldnt start even after trying to jump it. It was a faulty alternator which was replaced for $565 paid by me. 10/27/2025 my dog injured herself and I needed to take her to the emergency vet. On the way there, my car dash showed coolant overheating. I pulled over and there was coolant pouring out from under the front of the vehicle. I popped the hood and observed a tube disconnected and would not stay connected. It had brown gunk inside the tube and no clamps. I pulled off the radiator cap and the gasket was falling apart and corroded. Luckily, I found someone to take me and my dog to the vet and I came back to the car later with more coolant. That person also had zip ties. We were able to zip tie the tubes to get my car home. A mile away from home the light turned back on. I had the car towed through silver rock to an in network service. Still under a 100 day warranty I was required to pay $100 deductible. I asked pep boys to flush the tank because there appeared to be oil in the coolant reservoir. They had to order a new reservoir. They later told me silverrock refused to cover any services and Im out an additional $262. $827 in repairs I shouldnt have had to do had they actually done their claimed 150 point inspection. This is fraudulent behavior as I likely would not have purchased this vehicle without their inspection. I called the company to see what they were willing to do and they had no solution. I told them Id like them to take their car back and cancel my loan. Id take the current payments and maintenance as a loss. They refused.

  Business Response

  Date: 10/30/2025

  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

  Date:10/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2014 **** escape on 12/22/2023. Carvana repeatedly claimed they renewed our temporary tags while we waited on our Title. They stopped renewing them in March of 2024, but we still didn't receive our title and neither had the **** As of 10/29/2025 we still haven't received a title. Regardless of anything else, in ********, I should have received my title no more than 30 days after purchase. I would at this point like to request the cancellation of my sale, cancellation of financing and refund of all payments, including $2000 down payment. I also feel that adding the sales tax and titling fees to the total financed amount is an unfair practice. There were no options to opt out of adding the $1200 title fees and sales tax. A purchaser ends up paying almost 28% interest on the title fees and sales tax in addition to paying 28% interest on the price of the vehicle

  Business Response

  Date: 10/30/2025

  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