Complaints

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

close

Find a Location

Carvana LLC has 35 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/25/2023

  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 traded in my car to Carvana and bought a car. I changed my mind before the grace ****** was up. I returned the car and got my trade-in back. Within 2 weeks, I received my title, except that Carvana had already transferred ownership. The title is now under Carvana's name. I have tried contacting Carvana several times. No one seems to know what they're doing. Being transferred around. I get disconnected from chats when I try to get help with this issue. The *** won't help me because they need proof that I purchased my car from Carvana, but since I didn't, there's nothing they can do. Carvana doesn't even have a record of me making the original purchase and trading in my car.

  Business Response

  Date: 07/26/2023

  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
  
  

• Initial Complaint

  Date:07/25/2023

  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 sold me a ********************* April. Since then there has been zero update on my plates or registration. my temporary plates expire tomorrow and they say that theyre unable to issue replacement ones. This is going to put me out of work or have to drive illegal plates. This will be violating Californias timeline for dealers to process, registration and plates. Most of their service is unhelpful and just says were working on it, despite no progress in the last three months.I reached out a few weeks and days before this expiration of temporary plates and they have repeatedly assured me that everything should be processed in time. Other than that theyve offered little help except for a number to call after the plates have already expired but instructed me not to contact them until I already cannot use my car. I work two jobs most days and missing work would provide extreme financial hardship.

  Business Response

  Date: 07/26/2023

  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 that the customer's registration was completed by the *** on 5/30/23. The *** mailed plates to the customer's address that the *** has on file. We recommend that the customer contact their local *** to request duplicate plates. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:07/25/2023

  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.

  My car was delivered by Carvana April 21st 2023. I was told that the car had undergone a 150 point inspection and had no mechanical problems, the day that my car was delivered the first time driving it other than a test drive around the block I ended up stranded on the side of a busy highway with my children because of a broken transmission. After taking the car to the mechanic and contacting Carvana I was told that the repair would be taken care of but this left me without a vehicle until June 15th while still having to make payments. I was left without a ride to work which ended up in even more expenses due to having to pay for alternative transportation. While this was going on I was also in the process of submitting my documents through their app in order to complete my registration. I was told that there was a glitch on their end that was not allowing them to accept my drivers license, I offered to mail it, fax it, or even bring it to a physical location but was told that it had to be submitted online. After multiple phone calls and online chats I finally talked to a representative who helped me get my paperwork submitted but by this point my temporary license plate was about to expire. I was told they would submit the paperwork quickly so that I could continue to use my car but as of the 21st of this month my temporary plates have expired and I am once again left paying for a car that I cant use and am also left paying for alternative transportation. After reaching out to the company again I was told there was nothing they could do to help me or to compensate me for the inconvenience. When you are paying for a car you expect to be able to use it, but instead I have only been able to use it for one of the 3 months that I have owned it. This is extremely frustrating and expensive and has been a terrible experience for me and my family. I am requesting a refund or billing credit for the time I have not been able to use the car and the additional expenses.

  Business Response

  Date: 07/25/2023

  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 been submitted to the *** for processing. We will notify the customer when the registration has been complete. 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: 07/25/2023

  I understand that my paperwork has been submitted but this still does not resolve the fact that I was sold a broken car and have been without a vehicle more than I have had one since purchasing from Carvana. I have been paying for a car that I have not even been able to use. They have made no attempt to reimburse me for the time that I have not been able to use the vehicle due to no fault of my own. When you purchase and are paying for a vehicle you should be able to use the product that you are paying for not worry about incurring more costs to find additional transportation. 

  Business Response

  Date: 07/26/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Our warranty provider, **********, has submitted payment to replace the transmission on Mrs. ********** vehicle on 6/22/23. The customer registration paperwork was submitted to the *** on 7/18/23. The delay for processing was due to requests for the customer's driver's license. Currently, everything is processing. The customer will be notified via email once their registration is completed and plates are on the way. 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:07/25/2023

  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.

  This ******* put you through too much. Have you sent you all this documentation just deny me, then I guess they felt like my documents, I sent over was no legitimate paystubs, the worst experience ever. Due to discrepancies in the information and documents provided, we will not be moving forward with the sale of the vehicle. This is the final decision by the underwriting department. Any further conversation must take place via email correspondence with our Carvana *********************** at **********************************

  Business Response

  Date: 07/25/2023

  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 a thorough review of the customer's account we are unable to move forward with the sale of a vehicle at this time because we were not able to verify certain information and/or documentation provided to us. This is a final decision by the ************************ We have noted with the customer that we could not verify all necessary information in order to proceed. Should the customer have any further questions, please reach out to our Treasury ********************* by emailing *********************************** 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: 07/25/2023

   his company is discriminating against me 

  Business Response

  Date: 07/26/2023

  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 a thorough review of the customer's account we are unable to move forward with the sale of a vehicle at this time because we were not able to verify certain information and/or documentation provided to us. This is a final decision by the ************************ We have noted with the customer that we could not verify all necessary information in order to proceed. Should the customer have any further questions, please reach out to our Treasury ********************* by emailing *********************************** If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:07/25/2023

  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.

  Hello, I began a purchase from Carvana online on 07/23. I never signed the paperwork and ultimatly decided about an hour later to cancel after reading reviews. See screenshot attached. On Tuesday, 07/25, they took the down payment from my bank account. I contacted customer service who said he would send a ticket and it may be 5 to 7 business days to return my money. They had no right to take it in the first place. I see they do this often to others. How can they take money they are not authorized to take or entitled too and then hold up peoples funds for 2 weeks? I want my money back. Period!!

  Business Response

  Date: 07/25/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and have 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:07/24/2023

  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 have tried to work twice with this company and the experience keeps getting worse. I am 2 weeks out into the initial date when I was supposed to receive the car I purchased. Because they failed to clear my my cashiers check in time. Due to their failure to confirm payment I was forced to reschedule delivery. The new delivery date arrived and I was notified 30 minutes before the delivery window closed that Id need to reschedule, again because of a last minute repair to a tire. I accepted a delivery window of 2pm-5pm thus missing work. It is now 9:06 pm and no vehicle or communication of whats going on.

  Business Response

  Date: 07/25/2023

  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 or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:07/24/2023

  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.

  To whom it may concern, I bought a car off Carvana on April 6th 2023! I received a temporary tag that would expire July 4th 2023! I have not yet received my car registration and the temp tags have already expired! I have two children that I drive around every day ! I have contacted Carvana multiple times and can not give me a timeline of when my registration will be sent to me !

  Business Response

  Date: 07/25/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this complaint. We are working with our registration specialists and the ********** of ***** Vehicles to correct the title issues preventing us from registering the vehicle. We are committed to getting this resolved for the customer and will continue to keep them updated on our progress. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 07/25/2023

  I have not been contacted by Carvana , I have looked up the vin number of my car several times on my state dmv website which has not yet been registered which makes me believe that nothing of what they have said is possibly true, if they have been working with the dmv it had to have already been registered! Its been past the 90 days they promise to have registration done! Every single day I drive my car with expired temp tags is a risk of getting pulled over and they have yet to contact me for an alternative solution ! 

  Business Response

  Date: 07/26/2023

  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 the customer with an update. The customer's registration completion was delayed due to a name change. We have since corrected the issues with the customer and have submitted their paperwork to the *** for processing. The customer will be notified via email once their registration is completed and on the way to them. 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: 08/07/2023

  I was emailed about the issued in the beginning of May! I sent the appropriate documents needed right after I received the email ! Then it took another two weeks for them to encounter another issue something about the odometer, which again I complied and sent it immediately back and now they sent me saying that I had to get a VIN inspection and an emissions test which I had to pay OUT OF POCKET because their registration team needed updated information due to the original inspection and emissions were older than 90 days ! This is my only reliable car and I was told I shouldnt be driving it around and it was technically my choice and it would be my fault if I got pulled over !! But then again I had to drive the car to get the emissions and the inspection done because thats something THEY NEED! Carvana is an absolute joke! Their customer service is pathetic , if I was approached differently by them with an alternative resolution I would be a happy camper ! Absolute waste of money and time !! 

• Initial Complaint

  Date:07/24/2023

  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've purchased 4 vehicles from Carvana. The last one I purchased hadn't shipped yet and the order was still able to be edited/canceled. I canceled the order and bought another vehicle from their website the same day. I called and the rep told me that they were keeping the $1,790 shipping charge because I didn't cancel withing 24 hours. I looked at my contract and it said the shipping fee is non refundable upon completion of the sale of the vehicle/in line with their 7 day money back guarantee. There was nothing about a 24 hour window in the contract. I would understand had the vehicle already been shipped but it had not. The rep said he can't see if it is shipped or not. Carvana sends an email when the shipping process starts. The. He suddenly claimed it just got loaded on a truck in Georgia. I was confused because he literally just said he would not be able to see that information. It was only after I said it would make sense if it shipped but it hasn't because they email you when it is on the way. Then he suddenly had access to it. He said he could submit it a claim but it will just get denied. I requested that he still submit it because so there is record of me at least trying to get the money back in the event of a class action lawsuit. So, I canceled the order before it shipped and still purchased another vehicle from them (as a 4th time return customer who has never returned a vehicle) and they are just keeping the $1,790 even though the contract states it is nonrefundable upon completion of the sale. The sale was not complete, nor had the shipping process begun. I would even be fine with the money going towards the other vehicle I just bought. But, to keep almost $2k when it wasnt even shipped yet is unethical at best.

  Business Response

  Date: 07/25/2023

  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 has been refunded today 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
  
  

  Customer Answer

  Date: 07/25/2023

  
  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. Thank you so much to the BBB & Carvana. I was not able to get this resolved without this communication and I sincerely appreciate it. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/24/2023

  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.

  Purchased a vehicle from carvana in May 2023. Agreement was to purchase the vehicle, have the car registered by carvana and then delivered to my residence. Ive held through on my end of the contract, however they havent. The car was neither registered or delivered as it stated in the contract and Ive already paid for both services. They have provided me with a delivery reimbursement but dmv has not received any power work for the registration. I have also been due 3 reimbursement checks from carvana and I have only received 2. They are not willing to approve and send out the 3rd and most expensive check. There is no communication between departments and no one is willing to escalate this situation.

  Business Response

  Date: 07/24/2023

  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: 07/24/2023

  
  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:07/23/2023

  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.

  6/20 ordered 2017 Colorado and signed all contracts and got insurance put on the vehicle 6/22 went to vending machine location ******** ** and picked up vehicle, noticed transmission acting up during acceleration on the way home and every time it was driven thereafter.Didnt feel comfortable with keeping a vehicle THAT WASNT EVEN INSPECTED 6/28 signed contracts and got insurance for swap with 2015 Ram **** 6/29 took delivery of Ram and sent ******** back with driver. Test drove Ram before finishing signing remaining docs. Drove *** for 30 mins after delivery, went in gas station and came back out to a dead battery that wouldnt even jump start Found out battery was completely shot along with power steering fuse CLEARLY WASNT INSPECTED 6/30 Ordered 2013 F150 as swap for Ram **** with a delivery date of 7/4 7/1 Preferred partner of SilverRock, ******* had the truck for 3 days and i was left with no vehicle for work during that time I had to come out of pocket $100 for the waste of my own time and Carvanas mistake. Same day i was on hold for 58 minutes after initially being told i was being transferred before ***, executive resolutions answered and gave an extension of 400 miles because i was planning on swapping for a better vehicle with less wrong with it and was told he would file for the return of my $100 because it had all happened the day i got the vehicle Finished signing contracts and got insurance on the F150 while maintaining the insurance on the Ram **** 7/4 1 hour and 56 mins before i was showing up to pick it up i got notified that it was delayed and rescheduled for 14 days later Called and got mileage extension for another 400 miles, **** total miles 7/14 signed contracts again rescheduled for 7/16 7/15 another transport delay reschedule for 7/23 signed new contracts 7/22 another transport delay reschedule for 8/1 meanwhile getting charged $1/mi because of Carvanas mess *** and refusal to extend the miles again, no guarantee this wont keep happening

  Business Response

  Date: 07/24/2023

  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: 07/25/2023

  
  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,
  
  *****************************