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

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana LLC

  5252 TX-121 Frisco, TX 75034

• 

  Carvana Philadelphia

  1043 N Front St Philadelphia, PA 19123-1704

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

• Initial Complaint

  Date:08/15/2023

  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 a car through carvana.com with carvana financing. I was approved and given my terms. I was then charged a shipping fee and deposit. I agreed to both since I had been approved and the deposit was my down payment money. Made sense. However later that day, carvana.com canceled my financing so the sale wasn't completed. Carvana.com will not refund my shipping fee stating it is listed as "non refundable ". I understand this if I had canceled the transaction but carvana.com did. It was never a sale and no vehicle ever even moved an inch. How can a business collect nonrefundable money BEFORE anything is final and then tell you tough? They should really ( like all other car dealerships) wait until all financing has been approved and sale is good before collecting the down and shipping money. They were the ones wh told me I was approved and clear to proceed and then changed their position. I shouldn't be help responsible for THEIR decision.

  Business Response

  Date: 08/16/2023

  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. After further review of the customers account, it appears we have worked with this customer and provided a resolution. The customer's shipping fee was refunded yesterday and a receipt emailed to the customer. Please allow 5-7 business days from today 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:08/15/2023

  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 from carvana, at the time an extended warranty was offered but I declined. After purchase, the transmission started shifting funny. Turns out the transmission fluid was low and they never serviced the transmission before I bought the car. I spent $400 to have the car serviced. On the Carvana app there was an offer for an extended warranty, it said offere good until 9/30/23. I go to purchase the warranty and the company says they are longer offering a warranty for sale. I contacted Carvana they basically say since they offered it at the time of purchase its nothing they can do even though the app says its available for purchase. Between the issue with the transmission and not being able to purchase this warranty even though the app says its available, I dont recommend buying a car from Carvana.

  Business Response

  Date: 08/16/2023

  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. After further review of the customers account, it appears we have worked with this customer and provided a resolution. 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: 08/16/2023

  They did address the fact that I came out of pocket $462 for a service that was not covered under warranty and it should have been done prior to me purchasing the vehicle. Also there was no resolution to the fact that the app provided me with an option to proceed with a warranty and then it was taken away without notice. 

  Business Response

  Date: 08/18/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require 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:08/14/2023

  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.

  This marks our second vehicle purchase through Carvana. Previously, we acquired a Tesla, which arrived minus its keys and with some damage. Yet, Carvana went above and beyond to ensure a smooth experience. At that juncture, three managers personally contacted me to ensure my satisfaction.In this instance, the car arrived with structural damage on the rooftop due to a falling sprinkler during the car wash. A representative named *******, who acted as my guide, extended his apologies and indicated that if I opted not to accept the car and requested repairs, it could take 3 to 4 weeks for redelivery.Upon contacting customer service, I encountered resistance. Both the customer service representative and their manager seemed to question me about the situation. They mentioned changes within Carvana since my previous purchase and explained that my options were limited to accepting or declining the car. Even the possibility of waiving the delivery fee seemed implausible, according to a manager named ****Regrettably, there was no apology or proposal to rectify the situation appropriately, except for the suggestion to reject the car and wait for repairs over the next month. This experience starkly contrasts with my prior encounter, during which no compensation was offered and communication was lacking. The only contact I received was from the delivery person, *******, unless I initiated communication myself.I am determined to escalate this matter further.

  Business Response

  Date: 08/14/2023

  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. After further review of the customers account, it appears we have worked with this customer and provided a resolution. 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:08/14/2023

  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 2012 ****** from Carvana.Have major rust problems.Either repair or furnish another vehicle. Repair shop unable to check suspension due to rust.

  Business Response

  Date: 08/14/2023

  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 check for rust as part of our 150-point inspection to ensure that none of our vehicles have embedded rust. If we do find embedded rust, we will not sell the car as it is not up to our standards. However, we allow a minimal amount of surface rust, as this does not impact the safety and drivability of the vehicle. Since these issues were brought up outside of our allotted timeline for these types of concerns, we will not be assisting with the 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: 08/14/2023

  Dear sirs,

  I expressed concern before purchase when I discovered vehicle came from ********.Was reassured by the same bogus response.

    I will contact ********** about repairs.Your con game is strong!

  One "associate"lies,then another picks it up.As I am a senior,disabled vet,this will be good advertising.

  Business Response

  Date: 08/16/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We are currently working to resolve the issue, and one of our Advocates is in contact with our customer. If additional answers are needed, we ask that our customer communicates with their case manager. 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: 08/19/2023

  I do not accept the representative recomendation to work through ********** as I would have to pay to rectify the rust problem.

  I have contacted the NATIONAL Highway and Transportation Safety office.I will be writing Attorney Generals of every state..Perhaps a class action suit?

• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my car info in for a sale quote, carvana gave me an offer for $9,078 at first, then they came down to $8,340 stating that I put the wrong trim (the trim option for my car wasnt available properly & it only had the option for manual & my car is automatic) ok fine. I called & asked them if they would honor the original quote due to my trim not available, they refused (now my trim is added after this problem) so I accepted the offer, place my form of payment that I wanted, scheduled my pick up time. A few days later I called & asked what time scheduled pick up time was, I knew what day it was I didnt know what time. The lady told me August 13, 2023 between 2-4pm and she would send me an email so I have the information. They explained the pick up process, which I was OK with. On August 12, I called again to ask what time they were coming because at this point everything kept changing on me I wanted to feel confident that they would be here to pick up the car on August 13. When I called on August 12 they told me it was canceled and I never canceled it so I asked why was it canceled? Nobody can tell me why! I was told I had to do the whole process over because the offer expired. I had to go through all the process again filling out all the information, sending the pictures, sending the paperwork and the offer is now down to $8,088. I picked Carvana because theyre always advertised. Its such an easy, smooth process, so far, I feel extremely tossed about an under balled!! They do not honor what they put in writing, and to get answers from somebody when you call, which is in ***************, its just hard to understand their English. I get nowhere all as I get is sorry! Sorry, does not help pay my bills. Which is why I have to sell my car. To somebody thats a lot of money to lose $1000.

  Business Response

  Date: 08/14/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. ******************** includes many factors in our vehicle appraisal, including ****** Blue Book and current market trends, and we try to give competitive offers on every trade-in. While we do honor your trade value for 7 days, our appraisal is based on the information initially reported; new information may require a new appraisal. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require 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: 08/14/2023

  They have not worked with me, every time I try to talk to them I got the runaround and I had to start over the whole process. They gave me an offer I excepted and they canceled it and now they made me do the whole process over because the original one I accepted expired, now they want to offer me less thats not fair. I want the original offer that I accepted for $8,340 not the lowest offer of $8,040.

  Business Response

  Date: 08/16/2023

  Dear BBB,
  
  Thank you for bringing this situation to our attention. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. ******************** includes many factors in our vehicle appraisal, including ****** Blue Book and current market trends, and we try to give competitive offers on every trade-in. While we do honor your trade value for 7 days, our appraisal is based on the information initially reported; new information may require a new appraisal. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require 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: 08/19/2023

  See they are not helping either. Its the same response as my original complaint 

  Business Response

  Date: 09/08/2023

  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: 10/23/2023

  
  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.
  I appreciate all that was done to help
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/12/2023

  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 refused to return a non-deliverable charge when I cancelled the order. *** emphasized to return the fund but they refused. Thank you,

  Business Response

  Date: 08/14/2023

  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 all throughout the nation. The shipping charge attached to the order is dependent on the starting location of the vehicle and the distance it will travel in order for us to get it to the customers local market. After further review of the customers account, it appears the shipping process on this vehicle had started when the customer canceled the order. The shipping fee is non-refundable at this point, even if there was a delivery delay with the vehicle. 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: 08/18/2023

  Hi, 
  
  I dont accept non-refundable shipping charge due to my cancellation does not give them the right to keep it when a car wasnt delivered to me. 

   

  thank you, 

   

  
  

  Business Response

  Date: 08/21/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require 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:08/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to trade in my car for another one. I provided Carvana with the payoff amount (directly from my statement), the condition of my car, and the mileage. Carvana offered me $20,000 for my car, which would cover the balance owed. I expected that any remaining balance would be rolled into the loan for the new car. Everything was good, Carvana sent me documents to sign and arranged for delivery. They also asked me for documentation to prove my residency and income. However, I started receiving text messages and emails warning me that I had until 5 PM to upload the documents. I was confused because I had already uploaded the documents three times. Each time I contacted Carvana, I had a different representative. When I asked "*****" to send me to a manager, I was ignored. Presto my contract was created, but the numbers had changed after I signed them. The down payment went from $0 to $1,000, and the monthly payment went from under $300 to over $600. I felt uncomfortable with the changes to the contract, so I decided to cancel the transaction and file Attorney General, ************************* and ************************************ complaints - before I file a complaint with the 18th ** District Court. I wanted Carvana to delete or destroy my personal information, but ***** (the chat agent) told me that it was company policy to keep the information. I told ***** that it is my policy to have my property back, "removed from Carvana's entire system, since I have no way of knowing how the information is stored or whom has access to it". The entire Carvana experience left scars, and now Carvana has several sensitive documents which belong to me. Carvana made no attempt to rectify a horrible situation, and unfortunately, I am considering a legal complaint. It seems Carvana has a trend going, why should I break it.

  Business Response

  Date: 08/14/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. ******************** includes many factors in our vehicle appraisal, including ****** Blue Book and current market trends, and we try to give competitive offers on every trade-in. While we do honor your trade value for 7 days, our appraisal is based on the information initially reported; new information may require a new appraisal. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require further assistance, we ask that they give us a call at ************ 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:08/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/04/23 I placed an order for a vehicle from Carvana. The down payment was drafted from my account 08/07/23. I had to submit the same insurance card multiple times, I sent in paperwork showing I was transferring a tag, but it seems I was still charged for a new tag. The delivery date has been postponed again with no clear explanation. Contact with Carvana advocates does not resolve any issue nor provide any clear reason as to why. When speaking with an advocate, all I get seem to be pre-written scripts while evading the questions I am asking.

  Business Response

  Date: 08/14/2023

  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. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are doing what we can to get the vehicle to the customer as soon as possible and we appreciate the customers feedback so that we can improve our customer experience. Should the customer need further assistance, we ask that they give us a call at ************ 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: 08/14/2023

  
  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:08/12/2023

  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 vehicle from Carvana in June 2021 and was notified by the MD MVA in June 2023 that the title I was issued is invalid. After many, many, many run arounds by Carvana, I finally learned the title had a lien against it so Carvana was never the title holder when they sold me the vehicle. They say they have the lien released now but they have not provided me a new title and have no urgency in supplying it. I can't renew my registration now so my vehicle is not drivable as the registration expired on August 1, 2023. I want my title ASAP so I can renew my registration.

  Business Response

  Date: 08/14/2023

  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 in regards to 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,
  The Carvana Team
  

  Customer Answer

  Date: 08/14/2023

  I have been contacting Carvana every few days and they tell me the same thing over and over and have never contacted me on this issue. In their response, they are referencing the registration which is not the issue. They have not provided a clean title to the *****************. The back-up information submitted with this complaint clearly shows the lack of proactive communication on the part of Carvana and during the last communication initiated by me on Saturday, August 12, I was first told there was no change from previous status updates. When I expressed my concern on the delays, they then came back and said this had been turned over to the ***************** for review. They have given me so many false updates that I do not believe their information as it is only intended to buy them 5-7 business days each time I call for an update. 

  Business Response

  Date: 08/16/2023

  Dear BBB,
  Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates is in contact with our customer. If additional answers are needed, we ask that our customer communicates with their case manager. 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:08/11/2023

  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.

  After almost 5 months Carvana has failed to complete my registration for a car that I purchased on March 13, 2023! I would like my registration to be completed as soon as possible or a full refund if they cannot complete my registration.

  Business Response

  Date: 08/14/2023

  Tell us why here...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 in regards to 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,
  The Carvana Team