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

  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

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  Carvana, LLC

  600 Creek Rd Delanco, NJ 08075-5210

• 

  Carvana LLC

  10335 Palm River Rd Tampa, FL 33619-4579

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  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.

  Bought a car in December and the transmission has went out and we havent even drove ***** miles on it. We got the warranty only to find out that it was only for 100 days. We received the car noticing that it sounded weird but thought it was due to it being a sports car. Now we need a new transmission which will cost $5,000.00 and I feel that it is only right that carvana cover most or all of the costs.

  Business Response

  Date: 05/23/2025

  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:05/22/2025

  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 ordered a Carvana car with 2000 down ( minus $290 delivery fee) 2014 ***** cr-v--- Carvana delayed 1st delivery date stating not cleaned- 2nd delivery date delayed due to Carvana lost keys- 3rd delivery date said I could come get it but driver called out and delay again--- I had to rent a vehicle from my parents during that time--- i paid for a ride to take me to get the vehicle- it was dirty---- Thought I would exchange due to gas in oil smell, they have 7 day exchange policy up to 3xs- saw 2016 ***** cr-v - i gave 3000 down to keep payments low on more expensive vehicle Carvana did bring me another vehicle which was worse than the one i had originally- i let them know i wanted to keep the original one- 2014 *****--- no problem-------3/22/25 the 2014 ***** crv EX-L is great--- as got closer to the date first pmt due I called because nothing was showing up where I could pay---- they said "what car do you have?" they had no record of me keeping a vehicle and had not started my registration or tags- that was 4/19/25 --- when the account and all was set up with *********** as the financing institution- my 1st payment was already late somehow---- the said they were sending the $3k that i added to the downpayment when thought was getting the 2016 *****--- when I confirmed the amount they were mailing they said $3k three day shipping-- 11 days later, nothing- checked again- they said allow 5-10 mailing that day--- the amount was $2310 not $3k that I gave and that they confirmed- -- the reg and tags were finally complete 5/8/25 according to Carvana- my temp tag exp 5/20/25- still have not received registration and plates- I have missed work- stressed and am now illegal to drive my vehicle and short money- they should have registered the car in march when I purchased, it is now May and they said registration was done 5/8/25- it wasn't started until 5/1/25 I bought the vehicle 3/22/25- missed work/ renting from others/ getting rides/late pmt/ now illegal/ minus $$

  Business Response

  Date: 05/23/2025

  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
  
  

• Initial Complaint

  Date:05/22/2025

  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 2018 Tesla Model 3 (VIN: *****************) from Carvana. At the time of purchase, the vehicle listing on ************************ clearly advertised that the car included "Autopilot," specifying that it came with Traffic-Aware Cruise Control and Autosteer. It also listed Adaptive Cruise Control in the Key Features section. I took screenshots of both advertisements before delivery.After taking delivery of the car, I discovered that Autopilot is not active. I contacted *****, who confirmed that the car requires a $3,000 software purchase to activate Autopilot. This is a clear case of false advertisingCarvana listed features that materially affected my decision to purchase the vehicle and then delivered a car without those features.I contacted Carvana within weeks of delivery. Their agent acknowledged my concern but refused to assist, stating that Autopilot is a "removable accessory" and that it falls outside of their 7-day return policy. However, Autopilot is a core software feature that was advertised and expected to be included.I am not asking to return the **** want Carvana to either activate Autopilot (as advertised) or reimburse the $3,000 cost to enable the feature.

  Business Response

  Date: 05/23/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We were contacted by our customer yesterday 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
  
  

  Customer Answer

  Date: 05/24/2025

  Carvana claims that the issue was resolved with me, but that is incorrect. I reached out to Carvana support regarding a key missing feature Autopilot that was clearly listed in the original vehicle description at the time of purchase. I have provided screenshots in the original showing that Adaptive Cruise Control and Autopilot with Traffic-Aware Cruise Control and Autosteer were listed as included features.
  
  After delivery, I discovered that Autopilot was not active on the vehicle, and Tesla is asking me to pay $3,000 to activate it. When I contacted Carvana, their agent (******) told me that Autopilot is considered a removable feature and refused any further help, stating the 7-day return policy. No resolution was offered.
  
  This interaction does not constitute a resolution, and I have not been reimbursed or offered any fix. Carvanas response to the BBB is therefore misleading, and the issue remains unresolved. I am still requesting that Carvana either:
  
  Reimburse the $3,000 to activate the advertised feature, or
  Work with Tesla to enable Autopilot on my vehicle, as originally promised.
  Thank you for continuing to review this matter.
  
  Sincerely,
  ****** *********

  Business Response

  Date: 05/25/2025

  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: 05/29/2025

  Carvana called me directly after I filed my complaint and acknowledged that my 2018 Tesla Model 3 was listed with Autopilot and Adaptive Cruise Control features that are only available together as part of Teslas Autopilot software.
  
  During the call, the representative repeatedly claimed that Autopilot is a subscription and therefore considered a removable service. This is factually incorrect. For 2018 Tesla vehicles, ********* was a one-time purchase, not a subscription, and if it had been purchased by the original owner, it would remain with the vehicle. In my case, ***** has confirmed Autopilot is not active on the car, and I would need to pay $3,000 to activate it indicating it was never included despite being advertised.
  
  As a resolution, Carvana offered me $500, which I declined. I explained that the value of the missing feature is far higher, and I am simply asking for fair compensation given the discrepancy between what was advertised and what was delivered. The representative told me the case would be closed on their end when I declined the offer.
  
  This is not a reasonable resolution, and the issue remains. I am not seeking to return the vehicle I want Carvana to take responsibility for misrepresenting the cars features and provide appropriate compensation.

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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.

  The order was placed on 5/20/25 at 0903 to purchase a vehicle. Carvana received all of the requested info from me prior to the order and set their terms. I agreed and submitted my payment/banking info which were accepted for the purchase. The insurance $419.33 and shipping $290 fees were deducted but not the $400 down payment. During a 41 mins 3 sec call with a customer service **** I then was told "the terms of purchase had changed and would require a cosigner or an additional $4000+ more for a down payment." I asked if I had neither (which I do not) would I receive my money back on my card since there is no actual purchase completed. I was assured that I would receive my money ********** at 1245, I received and email informing me that "requested info was not received in time to meet your deadline and was unable to complete the verification of my order and will not be able to keep your scheduled appointment." Meanwhile, nothing on the Carvana site/app has been changed/updated to reflect the additional money or cosigner that they suddenly require, it only showed the original terms that I agreed to. Now, if the order was never actually completed processed monetarily, how can I still be charged for shipping?? This seems very fraud-like to me. How can they just be allowed to operate and take people's money??Note that the insurance money refund request went smoothly and is underway.

  Business Response

  Date: 05/22/2025

  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: 05/22/2025

  
  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,
  
  Verreacherica Muff
  
   
  

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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.

  Purchase a 51k vehicle with carvana. From the first day purchase, all tires leaked air. 10psi per day per tire. So unsafe, I wouldnt allow my wife to drive due to being worried about a blowout. The car had five tires total on it. Spare exposed on the back. Called carvana. Told to call silver rock (warranty). Silver rock approved four of the five tires replaced. Leaving a mismatched tired on the vehicle. I paid for uniform, fully functioning tires according to their inspection. A 51k vehicle with mismatched tires. I had to pay out of pocket for the fifth tire. Battery was also the original battery in the car. 4 years old. Tested as it needed replaced. I had to pay out of pocket for the battery. This is after calling both carvana and silver rock multiple times. They would not budge. I ended up spending, 51k for the vehicle, 3300$ for premier warranty( top warranty offered) , and 690$ at ********* (6 days after purchase) for a tire and ********** addition, the vehicle, came with a hard top which is delaminating. Multiple signs of delamination present. Uploaded pics to silver rock at carvanas insistence. Silver rock declined. Nowhere in the vehicle description did they notate delamination. Essentially a 5400$ repair. Thus over paying for the vehicle. Needless to say, this will be my last purchase from carvana and last time I use silver rock. And Im a current repeat customer.I have contacted my attorney general, the **************************, declined arbitration, and will be using all legal means necessary and at my disposal to remedy a situation I never should have been out in.

  Business Response

  Date: 05/22/2025

  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: 05/24/2025

  One phone from carvana was had. They listened to the facts. Stated pretty much the agree with silver rock. I want refunded. If Im not. I will be filing in small claims courts seeing as I waived arbitration. 

  Business Response

  Date: 05/24/2025

  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
  
  

  Customer Answer

  Date: 05/28/2025

  
  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.

  Business states they will be issuing a refund to cover costs incurred during 7 day window, I shouldnt have been responsible for. 

  
  Regards,
  
  ***** *******
  
   

  
  

• Initial Complaint

  Date:05/21/2025

  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 purchased a 2023 mini ****** ** on April 14th 2025 through caravan and it had ***** miles on the car and now it has ****** Im not happy with the car this is the 3rd time I havent been able to charge my car due to a unable to charge notification the vehicle have let me stranded. I call Mini in ********. because I heard that it was a recall on the battery I gave them the vin number and they insured me there was no recall on my car. This the 3rd time I have had this issue going to different charging station saying unable to charge. Ok, so since it was over 7 day exchange because the car was doing that until a week later out of town twice. So I decided to trade it in through Carvana. I have purchase cars one l so I go through the buying process and there was no change in any information then when I got the the 2023 mini ****** from the 2021 ******* ****** that Im trying to get. But this time they ask for income verification which was no problem I provided that. I recently got hired on permanently through my company before I was working for awhile. They ask for I think 2 recently paid stubs cant remember i submitted that information. Ok I get an email today saying that they would need a different down payment because my income doesnt match. So I spoke to a ****** via chat ask her why doesnt it match. She said they based my income off my most recent paycheck stub saying I only had ***** hrs and they are saying by the 2 most recent payment stubs Im making only $28,376.40 a year instead of $32,640 plus the over time the allow us to get.And they went from charging me a no down payment to a $ 190 down payment to now a $10,690 down payment the difference of the 2 cars is less than $1800. The mini that I purchased was $ ********* to the one I was trying to get in $24,623.12 which is $1.800.I get paid $17.00 /40 hrs a week. So I ask her why are they basing my income off of 2 recently paid stubs they are acting cant no one miss day due personal situation..

  Business Response

  Date: 05/22/2025

  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:05/21/2025

  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 ordered a 2017 Chrysler Pacifica from Carvana, and within 100 days I started having radiator problems. Carvana has a 100 day warranty through silver rock insurance. When the claim was submitted for my radiator, it was immediately denied by Carvana and silver rock. Now Im stuck with a $2070 bill for a radiator that came damaged from Carvana. Im well within the hundred day warranty and this problem should be taken care of. I paid $19,000 for this van and I cant believe that its falling apart after a 150 point inspection ,supposedly, by Carvana. SilverRock even tried to blame me for the issue. I have not had any accidents with the car that would have caused a broken down radiator. It was neglect from the Carvana inspection team.

  Business Response

  Date: 05/22/2025

  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:05/21/2025

  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 Camaro SS 1LE from Carvana and within the first 30 days, Ive had three major mechanical failures:Lifter failure, requiring internal engine work Catalytic converter failure, both sides, covered under GM emissions warranty Exhaust actuator and O2 sensor failure, causing driveability issues and misfires This vehicle has been in and out of the dealership nonstop. Ive had no reliable transportation, missed work, and been forced to rely on friends and family just to get around. Im only 20 years old, which makes me ineligible to rent a car, so Carvanas $60/day reimbursement policy is useless in my case. This isnt just inconvenient its completely disabling.Whats worse: Carvana refuses to take any responsibility. Their 192-point inspection is clearly a joke. Either it was never done properly, or they sold me a car with existing problems they were fully aware of.Lets be clear: Im not asking for a refund Im demanding *********************************** sold me a defective vehicle. Im covered under warranty as I should be but that doesnt excuse Carvanas failure to deliver a reliable product.I want real compensation:Extended warranty or coverage Carvana-issued loaner access or rideshare credits Cash value for lost time, transportation, and missed work OR any meaningful resolution that shows Carvana is taking this seriously I have full documentation: dealership receipts, diagnostics, photos, and messages showing this car has been back three times in under 30 days and its still not resolved.Carvana needs to make this right not push me off to a warranty company. They made the sale. They made the promises. And now they need to stand on them.

  Business Response

  Date: 05/22/2025

  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:05/21/2025

  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 online from Carvana on May 13th. They took $5000 out of my account for the down payment immediately. They were not able to secure financing and the purchase was canceled on May 14th. Seven days later, there had been no communication about my refund. I initiated a chat with them and was told, although the refund process is supposed to be automatic, mine had not started yet. The best he could do was to open a ticket that would take 48 hours to review and then it would be up to 15 business days to get my money back and my only option was to just wait the estimated time frame provided. I need my money back so I can complete an auto deal and get a vehicle for my family to drive but they will do nothing other than what was stated above.

  Business Response

  Date: 05/22/2025

  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. Depending on the customer's banks processing time refunds may take ***** business days. 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:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle through Carvana and repeatedly asked and confirmed that wearable items (brakes and tires etc) had to have a large amount of 'wear and tear' left on them. Once the car was delivered (and we paid a non refundable deposit) we found the rear tires were barely inspection level. Carvana instructed us to have them reviewed by their 'trusted partner' **********************, who rejected our request for replacement rear tires. Less than 4 weeks into ownership, the tires were undriveable (causing consistent shimmying) and deemed unsafe. we had to replace the tires at a cost of just under $1k.The car was delivered Jan 16th, 2025 - the tires had to be replaced 3/5/25 (attached documentation of two rear tires). I do not believe in this short span of time the car should have had to have a wearable items replaced at such a high cost, especially since their agents in a chat confirmed wearable items should have well more than half their useful life, this wasn't even close.

  Business Response

  Date: 05/22/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. Brakes and 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