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Business Profile

Online Car Dealers

Carvana LLC

This business is NOT BBB Accredited.

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Complaints

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

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Carvana LLC has 35 locations, listed below.

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    Customer Complaints Summary

    • 4,861 total complaints in the last 3 years.
    • 1,720 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to formally express my concern and dissatisfaction regarding a serious issue with a vehicle I purchased from Carvana. On September 19, 2024, I purchased a 2020 Kia ******* (VIN: *****************) through their platform. At the time of purchase, I was assuredboth by both online materials and through direct conversation with a Carvana representativethat their vehicles are thoroughly inspected and that retread tires are not installed on any vehicles they sell. However, on June 23, 2025, I discovered that at least one tire on the vehicle was a retread, and it had suffered a tread separation failure. The tire shows clear signs of delamination and casing exposure, consistent with a retread that failed under normal use. I have photographic evidence of the tire and can confirm it does not meet the safety standards expected of a non-retreaded tire.

      Business Response

      Date: 06/27/2025

      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:06/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 ****** Kicks with Carvana on May 12, 2025. Carvana delayed my registration and plates for over a week, having the vehicle sit idle in my driveway. The state I live in will tow or impound cars with expired tags and registration, therefore making the vehicle undriveable. To compensate me, Carvana promised me a $250.00 check on or around June 11, 2025. As of today I have not received that check and when I call they inform me they are sorry and are not aware of why their promised payment is delayed.

      Business Response

      Date: 06/26/2025

      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:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 June ****** Carvana took $1590 and $300 from my bank account as a down payment. The car was unavailable. I asked for a refund and was told itll would be in my account in ***** days. It has yet to be refunded.

      Business Response

      Date: 06/25/2025

      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:06/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 sold my car to carvana June 2nd. I was told I would receive 450 in a check that would be overnighted to me. The check was never sent out. I contacted them on June 12th they said it would take 4 to 7 business days. 20 days passed and still nothing. And now they don't even reply to any of my emails anymore

      Business Response

      Date: 06/26/2025

      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: 06/26/2025


      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:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      More than a week ago I tried to purchase a vehicle from Carvana LLC . during this time I was ask to verify my identity which I sent several documents that wasnt excepted. I also sent a picture of me next to my ID they still told me they couldnt verify who I was at that time my order was canceled. Ive been waiting more than a week for a $600 refund every time I call there giving me the run around.We did no busy what so ever but my funds were still taken. I spoke with 3 different employees and they all are telling me that my payment is still be processed which I dont understand because we came to no deal agreement please get them to release my funds right away. This little situation is destroying my life. I have no way to work and no vehicle but my money is taken

      Business Response

      Date: 06/25/2025

      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. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. 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:06/24/2025

      Type:Product Issues
      Status:
      Resolved
      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 June 13, 2025 I had submitted an order to purchase a 2017 **** Mustang from Carvana. I submitted both the down payment and shipping fee. I understand at the shipping fee is nonrefundable under most circumstances; however, on Monday, June 16, 2025 I found out that a pre-existing loan through the lender was delinquent due to my ex-husbands failure to pay the loan which meant I was not going to be able to secure a new loan through Carvana. In working with the Carvana advocate, I explained the situation and we canceled the order and they were to submit an exception and request a refund of the shipping fee so that I could use both the down payment and shipping fee to get the prior loan current and in good standing. I have two separate text messages, from two different Carvana advocates stating that the shipping fee and down payment would be refunded and were processing. An advocate on June 16, 2025 said an exception would be requested to their treasury department to refund the shipping fee due to the extenuating circumstances. As of today, June 24, 2025 they have not processed the shipping fee refund despite me being told and having confirmation via text messages from advocates that the shipping fee would be returned as well. Im now being told that the exception is just going to be submitted today, but already have text messages from other Carvana advocates stating that they would refund both fees. I have a message from June 16th at 10:09am stating that both the shipping fee and down payment would be refunded.

      Business Response

      Date: 06/25/2025

      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: 06/25/2025


      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.  They have issued a refund for the shipping fees after further review by their team. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** *********

       

    • Initial Complaint

      Date:06/24/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 on 7/29/24 The purchase price was $17,990. I financed the vehicle through them and after negative equity, interest, and fees my total balance was $23,558. 3 days after the vehicle was delivered the brakes failed while my wife was driving. The vehicle was towed and repaired but I had to pay the tow balance. I also was in the window of swapping for a new vehicle but I had already paid $1000 no refundable delivery fee, and would need to pay that again for a new vehicle. The vehicle had another mechanical failure 3 months ago. The internals of the engine failed causing a major failure and requiring engine replacement. Luckily this is covered under warranty but I have been without a vehicle for 3 months. At this point I believe Carvana sole me a lemon. I do not trust the safety of the vehicle and I doubt the mechanical condition it was sold to me in. I still do not have the vehicle back and it has been being repaired for 3 months now.

      Business Response

      Date: 06/26/2025

      Dear BBB, 
      Thank you for bringing our customer's concerns to our attention. After further review of the customers account, it appears our warranty provider, **********, provided the customer with an email with the next steps. At this time, the repairs have all been authorized and performed per the contract of the warranty. 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:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The money was taken out of our accounts prior to documents and proof of income being accepted. Then they told me they don't accept ********** Statments. Yet the money for the down payment was taken from the ********** account.I have no idea what dealer ship or company in general. Takes a down payment first. With out verifying the documents beforehand. Never experienced business like this in my 43 years of life. Take money first then sign on the dotted line? What is going on this world?This company is not one that I trust not at all. I want our money back before 10 to 15 days. They should have NEVER taken our money. If anything it should have been on hold. Now they are telling me it needs to be processed first. Then they can do a refund. If they just did a hold. Then we would not be going through this.

      Business Response

      Date: 06/25/2025

      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. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. 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

      Customer Answer

      Date: 06/27/2025

      I am sorry, I am not at all satisfied. And I am not corresponding with them regarding this matter.
      Due to the fact that their communication  is awful. The employee over the phone as well as on their chat. Have NO idea what they are doing. They don't have the appropriate policy information.
      I am done with this company. It is easy and quick to take someone's money. But it is a process to give it back.
      This is the most insane circumstance. A refund anywhere else is faster than 7 to 10 days, or 5 yo 7 days. Which I don't know which one is true. I was told a lot of different policies from different employees.

      ****** ********

      Business Response

      Date: 06/27/2025

      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. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. 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:06/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Im by no means a well off man. I have a disabled wife that wont collect from Social Security because she believes others needed more than her. I twice tried to purchase a vehicle through ******** and gave them deposits. And I found the vehicles I was purchasing had issues I wasnt aware of, so I canceled the purchase. The associate informed me that my money would be refunded within 10 to 15 days. Its been 60 days with one deposit and 120 the other theyre saying now that it was nonrefundable. This definitely has to be changed.

      Business Response

      Date: 06/24/2025

      Dear BBB, 
      Thank you for bringing this situation to our attention. We appreciate the customers' time in providing us with an update on the experience they had with us. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customers local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason. After further review of the customers account, it appears the shipping process on this vehicle had started when the customer canceled the order.  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, 

      Customer Answer

      Date: 06/25/2025

      I nor have the time or the patience to fight with a corporation about there unfair ethics. I would just like to let possible future customers know to beware.

      Business Response

      Date: 06/27/2025

      Dear BBB, 

      We apologize for any inconvenience caused and thank you for bringing this to our attention. We appreciate the customers' time in providing us with an update on the experience they had with us. At Carvana, we aim to ensure a smooth and transparent process for all our customers. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customers local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason. After further review of the customers account, it appears the shipping process on this vehicle had started when the customer canceled the order. Due to this fact, we would not be able to issue a refund on this fee we advertised as being nonrefundable. We appreciate the opportunity to look into this matter to ensure clarity and fairness in our policies. 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:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 ****** Legacy from Carvana on 6/21/25. I was advised that I would need to get it inspected within 10 days. Earlier today (6/23/25 - 4pm EST) I received a FAILED state inspection at Center Exit Tire stating, tires have heavy dry-rot and cracks do not meet minimum state standards. Carvanas 150-point inspection report states that the tire condition was a pass. I have a 3.5 year old daughter (recently divorced) that I transport back and forth according to a custody schedule. I now need to take more time to schedule an appointment with an in-network shop to do diagnostics on the tires and take pictures to submit to Carvanas warranty partner *********. ********* would then review the information and deem if the tires meet or fail to meet Carvanas high-standards. I think we all know driving on heavily dry-rotted tires isnt a good idea (loss of tire integrity, reduced performance, increased risk of accidents, etc.) and Im dumbfounded as to how these tires passed Carvanas high-standard 150-point check. Putting myself and daughter at risk is unacceptable and as a first time Carvana customer, I expected better.

      Business Response

      Date: 06/24/2025

      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

    Carvana LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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