Complaints

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

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Carvana LLC has 35 locations, listed below.

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  Carvana LLC

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

• 

  Carvana, LLC

  1026 Marietta St NW Ste A Atlanta, GA 30318-5506

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana LLC

  10335 Palm River Rd Tampa, FL 33619-4579

• 

  Carvana Philadelphia

  1043 N Front St Philadelphia, PA 19123-1704

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:12/11/2025

  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 recently had a baffling encounter with Carvana. I was looking for a vehicle with very clear specifications. REMOVEDF150, 8 cylinder 5.0 motor, 6 speed transmission. Carvana lets you set filters to narrow down your search to meet your criteria. They introduce new inventory daily and offer an option to "reserve" a vehicle that is not quite ready. This allows you to view details about the car but no photos are available yet. If you want to "reserve," you give them $100 to have first priority when the vehicle is ready for purchase. This money is refundable if you choose not to purchase. I saw a vehicle with specs that met my criteria so I sent money to reserve. Nearly a week later, I got notice that the vehicle was ready for purchase. I went in to look at the pictures and noticed that some of the details about the car had changed. Not a little change like a few miles being added, but the vehicle was no longer a 5.0 8 cylinder with a 6 speed transmission. It was now a 3.5L 6 cylinder with a 10 speed transmission. How can this be legal? They are very clearly placing false ads to REMOVEDinterest and accepting money under false pretenses. I spoke with a customer service REMOVEDwho informed me that "information could change while the vehicle is being inspected, which includes the price, specifications, sometimes the color, and other features." This is so ludicrous! How can they advertise a vehicle, take people's money, and then change the details afterward? No way this is a legitimate business practice. They should not be allowed to post a vehicle for sale or preorder with incorrect information.

  Business Response

  Date: 12/15/2025

  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.

  Also we do allow customers to reserve vehicles that are just being sold to us but have not gone through the full inspection or reconditioning process yet. Customers can add descriptions online, some may be incorrect, but once we verify the information we do update the paperwork and the website. We never take the $100 deposit to hold vehicles. We just put a hold on the money. If a customer decides not to purchase said vehicle we release it right away. 

  
  Thank you,
  The Carvana Team
  
  
  

  
  

• Initial Complaint

  Date:12/11/2025

  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 and immediately discovered numerous undisclosed problems that were not disclosed to me before the sale. These issues are significant and clearly contradict the condition Carvana REMOVEDdelivery, I also pointed out a ding in the windshield to the driver. The delivery driver told me that all claims are handled after purchase, so I followed the correct procedure. Despite reporting the issue right away, Carvana denied the repair, which goes against what I was told at delivery.Every attempt Ive made to resolve these issues through Carvanas support channels has been incredibly frustrating. I have been given conflicting information, denied legitimate repairs, and several of their escalation email addresses are now blocked or shut down, making it impossible to reach a supervisor through normal methods.Carvanas failure to disclose known defects prior to sale and its refusal to repair an issue reported at delivery is misleading and violates basic consumer protection standards in REMOVEDI am requesting the following resolution:1.Immediate repair authorization for all undisclosed defects, including the windshield ding I reported at delivery, OR 2.Full reimbursement for repairs performed by a qualified shop.I purchased this vehicle in good faith and simply want the repairs that should have been addressed from the beginning.I am ready to provide photos, documentation, and any supporting evidence needed.

  Business Response

  Date: 12/15/2025

  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: 12/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:12/11/2025

  Type:Product 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.

  On 12/4/25, I placed an order with Carvana for a vehicle using their financing pre-approval. After submitting the order, Carvana repeatedly added new documentation requirements. Although I provided my lease agreement, renters insurance, and a utility bill that all showed the same address, they insisted on a postpaid cell-phone bill to verify my address, and a representative even asked if I could get financing elsewhere. Believing they would not honor the pre-approved terms, I canceled the order on 12/4/2025 and received Carvanas written cancellation confirmation. I had paid a refundable deposit of $2,000. After canceling, I only browsed vehicles on their website; I did not authorize a new transaction. Nonetheless, a human agent later told me my refund was on hold due to an active order, even though I was never notified of any such order and the car tied to it still appeared for sale on their site. Their AI chatbot repeatedly stated my refund would be issued, but I had no way to view refund status in my account, and the human agent told me to wait 1015 more business days and would not acknowledge my 12/4 cancellation email. I believe Carvana is improperly withholding my refund and failed to honor the pre-approval. I am requesting immediate return of $2,000 to my original payment method and written confirmation that my 12/4 cancellation stands with no open or active orders in my name.

  Business Response

  Date: 12/16/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. We have refunded their money. 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
  
  

  Customer Answer

  Date: 12/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  Mir REMOVED
  
   
  

• Initial Complaint

  Date:12/11/2025

  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.

  This complaint concerns a 2020 Chrysler Pacifica Hybrid purchased from Carvana. The vehicle, purchased July 2025, broke down 27 days after delivery, indicating the advertised 150-point inspection was not performed. When REMOVEDarranged towing, their contracted operator dragged the Hybrid while it could not shift into Neutral, causing undercarriage and suspension damage. I personally witnessed this and recorded it on video.Before loading, I told the operator the vehicle is a Hybrid, that it would not shift into Neutral, and that it must be transported on a flatbed without dragging. This is standard Hybrid procedure due to drivetrain and high-voltage system risks. My instructions were ignored, and the van was dragged with locked wheels, causing clear mechanical and structural harm.After the tow, the vehicle developed multiple safety defects: bulging rear tires (blowout risk) headlights that have never worked since delivery loud creaking/bending-metal noises when turning or reversing drivetrain grinding and hybrid system instability The day of delivery, the non-working headlight issue was brought to Carvanas attention via chat, and it has still not been repaired. These issues are not warranty problems. They result from Carvanas failed inspection and tow-related damage by their contractor. This vehicle is unsafe, yet it has been needed for repeated long-distance medical travel involving minors.Multiple attempts have been made to address these safety failures, yet Carvana and SilverRock continue to ignore the urgency, shift responsibility onto each other, and refuse to correct the unsafe conditions. They are fully aware the issues are escalating but have still failed to take action. Full tow video and estimates are available.Full tow video and estimates are available.

  Business Response

  Date: 12/15/2025

  Dear BBB,
  Thank you for bringing this situation to our attention.  We appreciate the customer's time in providing us with an update on the experience they had with us. We take the customers feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate an account with the information that was provided. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. 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

  Date:12/11/2025

  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.

  This is a complaint regarding a 2020 Chrysler Pacifica Hybrid purchased from Carvana. The vehicle broke down 27 days after purchase, indicating the required 150-point inspection was not performed despite being advertised as completed.When SilverRock arranged towing, their contracted operator dragged the Hybrid while it could not shift into Neutral, causing undercarriage and suspension damage. Video proof. Since the tow, the vehicle has developed multiple safety defects: Rear tires with visible bulges (risk of blowout) Inoperable headlights since day of delivery (illegal to drive in REMOVED) Loud creaking/bending-metal noise when turning, reversing, or driving under 40 mph, consistent with tow-related suspension/frame damage These issues are not warranty problems. They stem from (1) Carvanas inspection failure and (2) tow damage caused by Carvana/SilverRocks contractor. The vehicle is unsafe, yet I must travel REMOVEDmiles round-trip for a minors medical treatment.Carvana support refused to escalate and instead sent scripted warranty expired responses, even after I reported safety hazards. Warranty status is irrelevant when defects are dealer-caused and violate Texas safety law and the implied warranty of merchantability.Requested resolution: Comparable non-hybrid replacement of equal value due to stated failures making the vehicle unsafe and unreliable.If Carvana will not replace: Immediate authorization to repair all known and related issues Rental vehicle of similar size during repairs Warranty extension to cover all resulting defects without SilverRock limitations I have had to drive long-distance for medical care in a structurally compromised vehicle. With bulging tires, no headlights, suspension damage, drivetrain grinding, and hybrid system instability, a serious accident is not hypothetical it is imminent. Carvana was notified repeatedly and refused to act.The full tow video and estimates are available & will be added.

  Business Response

  Date: 12/15/2025

  Dear BBB,
  Thank you for bringing this situation to our attention.  We appreciate the customer's time in providing us with an update on the experience they had with us. We take the customers feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate an account with the information that was provided. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. 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

  Date:12/10/2025

  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 bought a car from Carvana and the description shows it has remote start but it does not. The key fob even as a start button like it has one. They say after 7 days there is nothing they can do about it but when I bought it, it was 90 degrees outside and never thought to try it. Its false advertising in my eyes.

  Business Response

  Date: 12/12/2025

  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: 12/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:12/10/2025

  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 2024 REMOVEDMurano (VIN: REMOVED) from Carvana on 12/3/25. When the vehicle was delivered, I immediately noticed multiple paint scrapes on the front bumper where the paint is gouged down to the plastic. This damage was not shown anywhere in the listing photos or 360 tour, and I have screenshots proving the bumper was displayed without this damage. I also photographed the damage at delivery and asked the delivery driver to note it.I submitted a cosmetic claim within Carvanas 7-Day Guarantee window. Carvana denied it, stating the damage is normal wear and tear, even though (1) it is significant, not buffable, and clearly visible from several feet away, and (2) it was not disclosed, which Carvanas policy requires them to cover.I escalated through chat and by phone. Supervisors confirmed they could see the damage was not in the listing but still refused repair or compensation, stating there was no option for further review. I was left with no resolution even though the vehicle condition materially differed from what Carvana advertised.This is not buyers remorse; it is a case of the vehicle being misrepresented.I am requesting either reimbursement for the bumper repair or a goodwill credit toward the repair cost.I am simply asking Carvana to honor the condition shown in their own listing.

  Business Response

  Date: 12/12/2025

  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: 12/12/2025

  Thank you. I am rejecting this response because it does not resolve the complaint.
  
  Carvana has not provided a repair authorization, reimbursement, or other corrective action. The response only states that an Advocate may contact me in the future, which is not a resolution.
  
  I am requesting a written resolution to address undisclosed cosmetic damage to the front bumper that was not present in the original listing photos and was identified immediately upon delivery.
  
  I am willing to work toward a fair resolution, but at this time no resolution has been offered.
  

  Business Response

  Date: 12/16/2025

  Dear BBB,

  We appreciate you bringing this matter to our attention.Although our team initially classified the cosmetic items as normal wear and tear, we understand that the damage is concerning for the customer. We have offered the option to return or exchange the vehicle within the 7-Day Guarantee period, along with compensation towards a new purchase. Since the customer has opted to retain the vehicle, we have provided a $500 goodwill compensation for the inconvenience, which the customer has accepted. We have reached out to our customer and resolved the issue directly with them. Should the BBB have any inquiries regarding the resolution, please do not hesitate to inform us, and we will be glad to assist.

  Thank you,

  The Carvana Team

  Customer Answer

  Date: 12/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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.

  Carvana provided a $500 goodwill reimbursement through their Executive Resolution team, which I accepted. The issue has been resolved.
  

  
  Regards,
  
  REMOVED
  
   

  
  

• Initial Complaint

  Date:12/09/2025

  Type:Order 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.

  Hello,I own two cars from your company. Im having issues with silver rock recognizing my car has insurance through them. Ive spoken to numerous REMOVEDand many have escalated my issue and it has gone no where. Im writing to you guys to either cancel and refund me the amount of carvana care or send the appropriates documents to silver rock and both let me know that I have active insurance on my qx50. My issue between both of the cars is the qx50. I dont want to keep a car thats 50k mileage and dont have the extra insurance being recognized by silver rock and their horrible customer service and completely blowing me off. Please contact me carvanna to correct this because after a couple more months I will be trading in these cars and going with other services. I cant even call silver rock to get my car battery jumped. REMOVED

  Business Response

  Date: 12/11/2025

  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:12/09/2025

  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 2015 Kia REMOVEDfrom Carvana (REMOVED, Stock #REMOVED) through their REMOVED, CA inspection and delivery center on 11/23/2025. Within days of receiving it, the REMOVEDdeveloped major mechanical issues, including severe oil consumption, white exhaust smoke, and stalling while driving. I returned the vehicle immediately.Carvana then moved me into a second vehicle, a REMOVEDEscape, as a replacement. Shortly after receiving the Escape, it began showing significant transmission problems such as harsh shifting, hesitation, RPM surging, and unsafe driving behavior. That vehicle was also returned.Carvana then placed me into a third vehicle, a 2018 REMOVEDMurano. This vehicle also arrived with multiple safety issues. All four tires had severely worn tread, Nail puncture tread measured at unsafe depth, and all tires were approximately five years old, and exceeds the recommended service life for safety. The Murano also had undersized brake calipers and rotors, indicating already worn brake components were left on. These issues should not pass any proper inspection. I also discovered that the original REMOVEDthat I returned for engine issues was relisted on Carvanas website approximately two weeks later with nearly identical mileage. I confirmed through the CarFax link that the REMOVEDmatched the same vehicle I returned. This suggests vehicle was relisted without proper inspection or repair.Across all three vehicles, the pattern of engine problems, transmission issues, unsafe tires, and incorrect braking components raises concerns regarding the inspection quality and safety standards at Carvanas REMOVED, REMOVEDfacility. Each vehicle showed issues that should have been identified prior to delivery.I am requesting that the inspection and vehicle preparation practices at Carvanas REMOVED, REMOVEDlocation be reviewed to ensure vehicles with mechanical or safety defects are not approved, delivered, or relisted without proper inspection or disclosure

  Business Response

  Date: 12/11/2025

  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
  
  

• Initial Complaint

  Date:12/09/2025

  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 2019 REMOVEDfrom Carvana on 08/04/2025. The vehicle was advertised as inspected, safe, and supported by Carvanas limited warranty. Within days, major defects appeared that were clearly present before sale, including navigation/compass failure, fuse issues, shifting hesitation, and a defective driver-side door check. My mechanic retrieved fault codes shortly after purchase, and leaking was observed under the vehicle.On 9/29, REMOVEDCDJR found no service history and recommended maintenance based on mileage and their 23-point inspection. By late October, the vehicle began jerking during shifting and sometimes struggled to move from Park to Drive/Reverse. On 12/6, REMOVEDCDJR diagnosed a transmission oil cooler leak, dangerously low transmission fluid, and potential internal transmission damage. The Jeep is now undriveable.Despite multiple emails, I received no meaningful response from Carvana until several days later, when an executive team member contacted me only after the dealership confirmed a major failure. The vehicle was also incorrectly registered to the wrong locality, requiring correction.I am seeking a fair remedy because the vehicle was clearly sold with pre-existing defects.

  Business Response

  Date: 12/09/2025

  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