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 LLC

  1930 W Rio Salado Pkwy Tempe, AZ 85281-2207

• 

  Carvana Kansas City

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

• 

  Carvana, LLC

  600 Creek Rd Delanco, NJ 08075-5210

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:06/04/2025

  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.

  To Whom It May Concern,I am filing this complaint against Carvana LLC for breach of contract, false advertisement, and gross negligence.Carvana explicitly guaranteesboth in writing and through its customer service representativesthat refunds for canceled purchases will be processed within 1015 business days. I relied on this guarantee when making my purchase and subsequent ****************** marks the 15th business day since my refund was due. Upon contacting Carvana, I was informed that the refund had not even been initiated due to an internal error. This is not only unacceptable but constitutes a complete failure to uphold their stated refund policy, a breach of their legally binding terms, and a misrepresentation of the service they promise customers.I was further informed that due to this error, the refund process must now be restarted and could take an additional 35 business days. This delay has caused me direct financial harm: I was unable to use the expected refund for a replacement vehicle, which has impacted my ability to get to work, risking income loss and putting me in a precarious professional and personal position.Carvanas failure to act in accordance with its own guarantees is false advertisement, and the company should be legally required to update its website and public representations to state that refunds are not in fact guaranteed within 1015 business days and may be delayed due to internal mistakes.Carvana has admitted fault, which reinforces my belief that this company cannot be taken at its word. I am therefore requesting:Full reimbursement of my original payment A written apology and updated disclaimer on their public platforms Compensation for the financial harm incurred due to their negligence.I intend to pursue legal action if this matter is not resolved in a timely manner. The company should not be allowed to continue promising guarantees it clearly does not honor.Thank you for your time and attention to this matter.

  Business Response

  Date: 06/04/2025

  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:06/03/2025

  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 2015 Nissan Rogue from Carvana in March 2024. I was grossly overcharged and said vehicle has many problems that were not listed before I made the decision to buy the vehicle. Windows leak, the windshield was not sealed properly and had to be replaced twice. There are issues with a wheel bearing and possible drivetrain which are extremely expensive to repair. I believe Carvana knew about said issues. I have got in contact with them multiple times regarding these issues and I was provided no relief. The only thing that I was told was that if I was above the ****** warranty mileage that there was nothing that they could do for me. I bought the car slightly above ****** miles. Carvana sold me a lemon, as they knew that these issues existed before they sold it to me. I have over $16,000 left on a loan to a car that is screwed up. This car isnt even worth $8,000.

  Business Response

  Date: 06/04/2025

  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:06/03/2025

  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.

  Bought a car from Carvana in January. Had to drive 3 hours to pick it up. Just went to have a state inspection done on vehicle and rear brakes failed for being below 2mm. Called Carvana to explain issue that a car was sold to me with not only no inspection sticker but non passing brakes. They said I would have to pay out of pocket since it has been out of coverage time limit. Have already had to put new tires on car since those did not pass as well. Carvana states they do a multi point inspection on car before being sold. If so they why did these items fail. Also when went to pick it up was very low on coolant and tires where going flat. Am seeking cost to replace brakes and tires on car. Tires Ive already paid for in the amount of $896.00 and $300 for rear brakes to be done. Am a certified brake tech myself so just need cost of materials.

  Business Response

  Date: 06/04/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer and resolved this complaint directly with them. Brakes/Tires are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. We do, however, review concerns regarding wearable items within the first 30 days/1000 miles, whichever comes first. The customer has passed this allotted mileage at the time of their diagnosis and therefore, we will not be assisting with any repairs. 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: 06/04/2025

  the car was sold to me in this condition. How come Carvanas  so called 150 point inspection didnt catch these things before it was sold. Whoever is doing these so called ********************************************** didnt care that they were passing a cost onto someone else. Had the original oem tires. What a joke. Will never buy a vehicle from them again and will tell others the same thing. 

  Business Response

  Date: 06/04/2025

   
  Dear BBB,
  Thank you for bringing this situation to our attention. [Wearable items] are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. However, we review concerns regarding wearable items within the first 30 days/1000 miles, whichever comes first. This customers [wearable part] was within our standards, and therefore, we will not be assisting with any repairs. 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:06/03/2025

  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 *** hybrid vehicle from Carvana on 06/02/25. Upon arrival, the vehicle did not come with a charging cable as stated on their website here: ************************************************************************************************************************************************ Upon contacting Carvana, I was told that they used to provide these but no longer do. They refused to provide a charger as stated on their page and offered the solution of returning the vehicle. In the call that was recorded, they acknowledged that it should have come with one, only to change their stance and state they no longer do this.

  Business Response

  Date: 06/04/2025

  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:06/03/2025

  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 from Carvana on 04/02/2025. in the contract, I paid to have the Florida tags currently assigned to a vehicle I was trading in to Carvana be transferred to the vehicle I was purchasing from them. The contract indicated that they would transfer the tag. Upon receiving the vehicle I purchased, I discovered that they instead applied for and assigned new a new tag to the vehicle. When I pointed this out to them, they acknowledged the mistake and said that I was entitled to a refund of $303.60. That was on 04/17/2025. I was told that I should receive the refund no later than 25 days from the acknowledgement. On 05/13/2025 I still had not received the refund and contacted them for an update. I was told that the refund was "with our Treasury Team" and "will be expedited". 3 weeks have passed and still no refund. This is unacceptable from a company as large as Carvana and I would like my refund. Thank you.Vehicle purchased: 2024 ***** Civic Sport Hatchback 4D VIN *****************

  Business Response

  Date: 06/04/2025

  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:06/02/2025

  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 purchased a car in December of 2019 from Carvana that was delivered in March of 2020. I barely drove that car as a nurse in different states of the east coast working through the Covid crisis. And I flew in to my assignments. On a contract 2 hours away in ********** Ca my car suffered catastrophic engine failure. I had barely put any miles on it and it was just out of the warranty window. I continued trying to pay on it until 2022 when it risked me losing my home to continue carrying the payments. I finally let it become repossessed as it had been sitting in my garage unused. All quotes were between 10 and 16 thousand dollars to replace the engine. I didnt know I could file a complaint with the bbb and look for recourse. This is haunting my credit and with the large amount of interest I had already paid over the value of the car - if it had not been a lemon. I can obtain all car records and show this car was barely driven by me and per Carvana they do a full engine inspection of their vehicles. If they had done that they should have known the cars engine would blow shortly without major repair. I believe this is unethical and I always thought illegal. I had no idea I could attempt any settlement of debt or help as Carvana continued to refuse to adress any of these issues and told me there were no lemon laws in ** and I was out of luck. And that I still owed the cars price which would be more than the cars full value if it had been in prestigious condition and running. I am asking the BBB to step in and address this issue as well as attempt to hold Carvana accountable. Even if that only means effecting their rating and showing all complaints.

  Business Response

  Date: 06/03/2025

  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:06/02/2025

  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.

  05/16/2025 was the purchase date of my 2023 ***** bolt from carvana on the website it shows no accidents reported and come to find out after getting the vehicle it had been In a accident I payed 8000 dollars down and current owe 7000 dollars more about on the car but they lied or misrepresented the car never being in a accident my Vin number is ***************** and here is the link to the carfax ****************************************************************************************************************************************************************************************************************************** I'll include pictures of them saying there was no accident

  Business Response

  Date: 06/03/2025

  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:06/02/2025

  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 am writing to fcomplain regarding the purchase and delivery of a Tesla vehicle I recently bought through Carvana. The vehicle was advertised and sold with no visual damage, including a clean and undamaged windshield, which was an important factor in my purchasing decision.However, upon delivery, the vehicle arrived with visible windshield damage that was not present at the time of sale. Carvana acknowledged that the damage occurred during transport, and assured me that it would be resolved through the insurance process.Unfortunately, the resolution offered was unsatisfactory and misleading. A technician was dispatched to my home, and rather than replacing or properly repairing the windshield, he simply applied a liquid treatment, stating that it resolved the functional issue. While the glass may now be structurally intact, the visual damage remains clearly visible.I was then told that, despite this damage occurring under Carvanas custody, I am personally responsible for any further repair costs. This is unacceptable and constitutes misrepresentation and shifting financial responsibility for damage that is not the customers fault.I want to make the following clear:I purchased a vehicle without visual windshield damage.Carvana delivered a vehicle with such damage.I am now being told to pay for repair of damage that happened after the point of sale but before deliverya timeline where I had no control.This raises serious questions:Why am I being penalized for damage that occurred during Carvanas delivery process?Why is the insurance used only covering partial or superficial fixes?Is it Carvanas policy to represent cars as undamaged, damage them in transit, and then shift the cost onto the customer?This is not only unethical, but potentially a matter for consumer protection laws, as it misrepresents the condition of a product at sale and fails to deliver the promised product.

  Business Response

  Date: 06/03/2025

  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
  
  

  Customer Answer

  Date: 06/03/2025

  
  Thank you for your response. However, I must respectfully disagree with the assertion that this matter has been resolved.
  
  Despite weeks of ongoing communication and multiple escalations through different levels of management, the only gesture offered was a $100 credit which I find wholly inadequate given the nature of the issue and the time and effort Ive spent attempting to reach a fair resolution.
  
  The core of my complaint remains unaddressed: the vehicle I received does not match the condition presented in your online photos and description. The visible discrepancies are not minor cosmetic flaws but reflect a clear misrepresentation. To then be told that, because the car is functionally sound, Carvana bears no responsibility for the physical condition or the damage present upon delivery is both disappointing and unacceptable.
  
  I chose Carvana specifically because of its advertised commitment to transparency and customer satisfaction. Unfortunately, this experience has fallen far short of those promises. I am once again asking for a meaningful resolution one that acknowledges the misrepresentation and compensates appropriately for the condition in which the vehicle was delivered or fixes the damage so the car does not have a visible damage as was represented to me at the time of the purchase.
  
  I look forward to a sincere effort to make this right.
  

  Business Response

  Date: 06/04/2025

  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:06/02/2025

  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 ****** Titan through Carvana and it delivered 5/15. Upon delivery of the truck, the rear tail light was smashed and broken. Carvana did not tell me about this until the truck arrived at my house. Upon review of the vehicle, there was also a dent under the cracked tail light, as well as numerous other dents, scratches and small rust spots. This information was never disclosed to me at time of purchase. In fact, the sale photos of the vehicle show it in pristine condition. The photos are very obviously touched up via software like ************ addition, the windshield wipers only work in the fastest setting. The A/C was spotty, and the tires were dry-rotted. Took the truck in for inspection and the only thing that Carvana/*********** (their warranty provider) would cover is the broken tail light. I was actually told to take the truck to another in-network shop. On top of that, any time I would call Carvana for assistance with Silver Rock, I was told to call Silver Rock. I'd call Silver Rock and they would tell me to call Carvana. NOBODY WOULD TAKE RESPONSIBLITY AND HELP ME. After multiple phone calls, I had enough. I was done playing the game. I even sent photos of the sale pictures and the pictures of the truck in my driveway, and at the first in-network shop.... and Silver Rock still denied helping me. I eventually returned the truck in my return-window. I am extremely nervous about receiving my refund. My bank is asking when they will receive their funds back, and Carvana can't give me a solid answer, tracking number, etc. I was told that Carvana would be sending the funds back to my bank via ***. Carvana **** seem to have no idea what I'm talking about. Also, Carvana has convienently scrubbed my account of any history of purchasing the Titan. Can't find the vehicle to access details about the return in my own Carvana account.Requested an eta on when the return check will be sent. Carvana won't give me information or a reference number for my bank.

  Business Response

  Date: 06/03/2025

  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: 06/03/2025

  I have not been contacted by Carvana for resolution at this time.

  Business Response

  Date: 06/04/2025

  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:06/01/2025

  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 car from carvana 2/24/25. They provided a temporary registration which expired 5/24 25. Now temporary registration has expired. Car sits in garage and I take **** rather than drive unregistered car. I call carvana and they say they are working on it. Its a nice car I would like to use it.

  Business Response

  Date: 06/02/2025

  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