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

  1631 Navaho Dr Raleigh, NC 27609-7532

• 

  Carvana Kansas City

  1700 W 29th St Kansas City, MO 64108-3606

• 

  Carvana, LLC

  600 Creek Rd Delanco, NJ 08075-5210

• 

  Carvana, LLC

  6032 Relocation Way Ooltewah, TN 37363-6275

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:07/29/2025

  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.

  Our car was delivered on 17 July 2025. We were told up upon delivery that there was a damage to the windshield during transit and that it would be replaced. We called they sent someone out. They did not repair the damage. Only put some glue or on it. We have also had this car have multiple problems since we have bought it we have had to have a tire replaced. Warning signs continue to blink with warnings of low tire pressure, low coolant, and there were damages outside of car not in photos. Well, we understand that normal wear and tear is appropriate and are totally fine with that. There is excessive paint damage to this vehicle.

  Business Response

  Date: 07/30/2025

  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
  
  

  Customer Answer

  Date: 07/31/2025

  
  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:07/25/2025

  Type:Product 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 vehicle on June 27th from Carvana and was due a refund of $490 after cancelling the purchase within the indicated timeframe. I reached out on July 17, 2025, to follow up on the status of my refund as I had received no confirmation that a refund was being processed and was told by an associate that it had already been processed on July 3, 2025. Based on this, I waited the full ***************************************************************************** my account.After receiving nothing, I followed up again on July 25, 2025, only to be told that the refund had not been processed at all, and that a manual ticket was only now being created to initiate it.This is unacceptable. Not only was I misinformed by a Carvana associate, but I also waited weeks based on that false information, time during which I could have escalated sooner. Now Im being told that the refund still needs 12 business days to be initiated and could take another 1015 business days before I receive my money.$490 may not be a large amount for Carvana, but it is significant to me. Ive been patient, followed every step, and have been met with poor communication, false assurances, and no accountability. *** requested expedited processing and compensation for the delay, and have been told that no such accommodations will be made.I am requesting immediate processing of my refund, proof of transaction once initiated, expedited delivery of the funds, if possible, or reasonable compensation (such as a credit or goodwill payment) for the misinformation, delays, and inconvenience this has caused.

  Business Response

  Date: 07/27/2025

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After further review of the customers account, we are working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, ******************** will begin pulling funds from the customer's listed account number. At this time the shipping fee has been refunded and the customer should have received an email. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. 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:07/25/2025

  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 this truck on June 26, 2025 from Carvana. It started having mechanical problems on July 7, 2025. I contacted the warranty company, **********, and the automated message gave me 4 options of auto service centers to take the truck to. I contacted one with no response, one was disconnected and finally got in touch with **************************** I had it towed to this center. They looked at it and couldn't fix it and suggested I take it to Superior ********* in ******, **. I contacted Carvana and they did a three-way call with SilverRock who added a waiver to my account in order to have it fixed at the dealership. I again had it towed to the dealership. I did not have to pay for towing. My truck has been at the dealership since July 7, 2025 and I have been paying for a rental because the warranty company says I have to pay up front and get reimbursed. The dealership has been in contact with the warranty company and, at this time, can not find the parts to fix the truck. I have been in contact with Carvana several times and they've offered to send me monetary help twice in the form of checks. One for $100 and one for $150. I have not received these checks yet. I also had to return the rental car because it was getting too expensive for me to continue to rent it. I now have no vehicle and no money to pay for a rental. I am truly disgusted with Carvana and their lemon of a vehicle they sold me when they guarantee the vehicles with a 150 point inspection. I have missed several days of work due to not having transportation. My second job is just for extra money to have to pay bills and I don't earn leave time. I've had to use 4 days of leave time with my first job due to not having transportation.

  Business Response

  Date: 07/27/2025

  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:07/25/2025

  Type:Product 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.

  My name is ****** ***** I told Carvana I wanted to cancel their Carvana Carecar plus plan. I requested them to mail me a check

  Business Response

  Date: 07/27/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. To cancel CarvanaCare, customers need to contact SilverRock ************. They should fill out a **************** Contract Cancellation Request" form, either mailing or emailing it back to SilverRock. Once SilverRock processes the cancellation, the refund process varies based on the payment method used for the purchase.
  The Carvana Team
  
  

• Initial Complaint

  Date:07/25/2025

  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 bought a vehicle from Carvana on March 24th. By March 30th the vehicle no longer worked and was needing repairs. Carvana had me contact their 3rd party warranty company. They had me move it from shop to shop to the point that it has been at 5 shops and my warranty has expired and it has been four months since the vehicle was in my possession and working. It still does not work and they are unwilling to do anything to help. I have no vehicle to use to take my family anywhere because of this and my childrens entire summer and 2 of their birthdays have been ruined as well.

  Business Response

  Date: 07/27/2025

  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 know that many customers select to purchase from ******************** because of the convenience, and we want to be sure that convenience lasts far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of *******/***** miles has expired and no extended coverage was added to the purchase therefore, we will not be assisting with any repairs. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. 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:07/25/2025

  Type:Delivery 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 took delivery of a 2024 Buick Envista from Carvana on Jun 24, 2025. It is now Jul 25, 2025, and Carvana still has not filed for title and registration paperwork. Multiple customer service agents have said something along the lines of "the paperwork has been sent to the state" but when I press further, they clarify that by the state they mean the "stateside team" and no paperwork was sent to the Michigan Secretary of State. Michigan law requires dealers to file an Application for Title and Registration within 15 days of taking delivery on the vehicle. It has now been 30 ******* Carvana email address is ****************** and the *** is *****************.

  Business Response

  Date: 07/27/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have been in contact with our customer, and we are working directly with them regarding this complaint. The customer's registration paperwork has been submitted to the *** for processing. We will notify the customer when the registration has been completed. We appreciate the customer's patience while we both wait for the state to complete their registration. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  
  

• Initial Complaint

  Date:07/25/2025

  Type:Product 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 2024 Acura RDX on July 5, 2025.Cancelled the transaction within five hours. I did not submit registry paperwork or insurance binder.Carvanna has not returned by money after nineteen days despite my full pay wire of $30,151.88 clearing my bank within 24 hours. Also, based on their own legal paperwork, shipping fees are also refunded if the transaction is cancelled within twenty-four hours. Which it was.

  Business Response

  Date: 07/27/2025

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After further review of the customers account, we are working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, ******************** will begin pulling funds from the customer's listed account number.  At this time, the refund should be complete and the customer should have email confirmation.  Please note that the shipping fee is still under review.  We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. 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:07/24/2025

  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 car in 2023 from Carvana and since the day I received the vehiclea 2016 Land Rover Discovery Sport HSE LUXit has exhibited constant, severe mechanical, structural, and electrical issues that render it unreliable, unsafe, and unfit for daily use. As a single mother of a 9-month-old daughter, I cannot afford the risk of transporting my child in something this unsafe. Despite Carvanas claims that this vehicle had no prior accidents, I have discovered it was involved in a collision in 2020. I now believe that a visible repairshown in Carvanas own listing photosto the front passenger door was likely the result of this or an additional, undisclosed accident. This omission constitutes material misrepresentation of condition. Carvana sold this vehicle to me for $20,990 in December 2023 (total financed amount was $22,073) with approx. 86K miles at that time. As of July 2025: The vehicles trade-in offer was only $5,000. Market value is estimated between $6$7K. I'm over $12K upside down: a $15,900 loss in 19 months. Typical 5-year depreciation is around 60%. The vehicle currently has approx 95K miles.This reflects a depreciation rate of approx $1.77/mi. For reference:Typical Depreciation per mile is around $0.20$0.40/mile with heavily depreciating or poorly rated vehicles at $0.80$1.00/mi. My rate of $1.77 per mile is 2-8x higher than even against the steepest-depreciating benchmarks.This vehicle meets every practical definition of a lemon and should never have been listedlet alone sold at this price. While Mississippis Lemon Law does not apply to used vehicles, I retain valid claims under the federal MagnusonMoss Warranty Act if any written coverage existed, and more significantly, under state and federal consumer protection statutes for deceptive practices, misrepresentation, and unsafe product sale within ***********. Carvana's actions are not only unethical, they are potentially unlawful, predatory, and unconscionable.

  Business Response

  Date: 07/27/2025

  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 know that many customers select to purchase from ******************** because of the convenience, and we want to be sure that convenience lasts far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of *******/***** miles has expired and no extended coverage was added to the purchase therefore, we will not be assisting with any repairs. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. 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:07/23/2025

  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.

  Carvana severely failed in their 150 point inspection. They missed a leaking oil pan, dry rotted tires, a filthy air filter and cabin air filter.Their 100 day warranty provided by ********** will only pay to fix the oil pan leak but will not replace the dry rotted tires that Carvana missed in their inspection. Now I have to pay $600 not counting the air filters I had to purchase.

  Business Response

  Date: 07/24/2025

  
  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:07/22/2025

  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 2017 ********** Beetle from Carvana that was advertised as having passed their 150-point inspection, including a full review of the undercarriage, suspension, brakes, and cosmetic condition. Three months later, a CarvanaCare mechanic discovered extensive rust damage affecting the entire brake system, front and rear suspension, and steering components. This level of damage should have immediately disqualified the vehicle from passing inspection.The mechanic's report includes notes such as:-All brake rotors and calipers rusted.-Brake bleeder valves rusted to the point they may break off.-Front and rear suspension very rusted.-Grinding sound from steering due to rust.-The car looks like it sank and was under water rust all over the bottom signs of possible flooding.This is not surface-level rust. It affects critical driving components and presents serious safety concerns. If the vehicle was exposed to flooding, it should have been flagged on the title and certainly should not have passed inspection. Carvanas 150-point inspection is supposed to ensure safety and transparency, but in this case, it has failed on both counts.When I called Carvana, they deflected responsibility to their third-party warranty provider (**********), who initially rejected the claim because rust wasnt mentioned. After pushing back and having my mechanic resubmit, Im still left with a car that may have flood damage, dangerous rust, and significant repair costs, all of which were never disclosed to me before I purchased the car. I feel misled, disappointed, and honestly, unsafe. I am requesting that Carvana:-Acknowledge that this vehicle never should have passed their inspection -Either fully cover the cost of all required rust-related repairs -Or allow me to exchange the vehicle and/ or receive compensation for its diminished value due to structural rust and possible flood exposure.

  Business Response

  Date: 07/23/2025

  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