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

  1930 W Rio Salado Pkwy Tempe, AZ 85281-2207

• 

  Carvana, LLC

  63 Pierce Rd Winder, GA 30680-7280

• 

  Carvana Kansas City

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

• 

  Carvana LLC

  5252 TX-121 Frisco, TX 75034

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:06/16/2023

  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.

  We purchased a vehicle from Carvana in *******, ** with extensive and undisclosed rust damage. We didn't have time to get it to a mechanic until outside of the 7-day return period. When we took it to a Carvana affiliated mechanic during the 100-day warranty period, we were immediately informed of serious rust damage to non-replaceable components of the car. This included places with weld seams that, due to the extensiveness of the corrosion, were de-laminating.The mechanic stated it was dangerous to return the car to us and that it should not have been sold to us in this condition. It is still in their care for safety purposes. While we were driving it before inspection, we were at serious risk of bodily harm. Carvana states they perform multi-point inspections so initially, we assumed that this would be an easy situation where our mechanic could provide evidence of the issue and we could engage in a delayed back out to return the vehicle and receive our money back.Unfortunately, once the mechanic filed the claim (including images and full report) with Carvana's warranty company both organizations stated there were no issues and the claim was denied. This meant we were left with a vehicle that would need significant repairs to non-wearable components (including frame) which cost far more than the value of the car. Carvana then informed us there were no options to solve the underlying issue. They suggested purchasing another car or even offered to appraise the vehicle to purchase it back from us. Since they seemed to doubt their preferred mechanic's diagnosis, we requested they send another mechanic to verify the issues but they absolutely refused. They've stated now we are left with this car and that it was "up to their standards" when it was sold. The car was from ******** and we're very confident this was a case where Carvana's inspectors missed this issue thereby putting us at serious risk. Carvana refuses to take responsibility, telling us its our loss.

  Business Response

  Date: 06/19/2023

  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:06/16/2023

  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.

  1/24 purchase of vehicle 3/20 email confirmation saying my regisstration was successfull and my plates were on the way. April call and confirmation they were on the way. 6/12 was told my registration was complete again by carvana. 6/14 notified the registrationw as actually never complete. Requiring me to spend time gathering documents and taking time off work to go to the *** along with hours of follow up to pull the info out of them.

  Business Response

  Date: 06/19/2023

  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. Registration was processed as a Title only deal due to compliance issues with the *** for unpaid toll violations. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

  Customer Answer

  Date: 06/19/2023

  At the time of all 3 coorespondences there were no unpaid tolls (This was settled 1/27). Please see attached communication from 3/12 in addition to previously attached communications where Carvana ensures they will reach out and provide a solution. This along with multiple communications from Carvana ensured me the registration was completed (Please see previous attachments) gave me no inclination that there was any issue. I only found out my car was not registered after taking off work and going to the *** since they told me the *** had "not returned the plates."

   

  Even if there was an issue with "unpaid tolls" (which I have proof at all times of communication there were none) all of this would not have occured if Carvana had not failed to fufill promises made at the time of sale and on multiple occasions afterword to communicate any issues that arose. Not only was I not notified but continuously reassured there was no issue and thus acted accordingly.

  Business Response

  Date: 06/22/2023

  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:06/16/2023

  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 2018 **** edge that was scheduled to be delivered to my home. On June 3rd, I ended up hav*** to meet the driver at a Carvana location.The vehicle drove fine when test driv*** it. 2 hours later, it began idl*** roughly, then ended up overheat***. I texted the delivery person with no response. I was instructed to go to a participat*** repair facility by SilverRock. I was instructed by the facility that they were unable to complete repairs and it would likely have to be done by a dealer. ********** instructed me to find a **** Dealer and that everyth*** was covered. I was finally able to drop the vehicle off on 6/15 at a **** dealer only to receive a text message a few hours later that ********** was send*** out their own inspector to the shop, which will take up to 3 days, further delay*** any repairs. I am 13 days later and still have no idea when I will have a work*** vehicle. $400 rental reimbursement wont even begin to cover a rental vehicle or the loss of income. Every week without a vehicle is cost*** me $1000+ as I need transportation to get to both of my jobs.How can Carvana claim to do a multi-point inspection on its vehicle before sell*** them? Obviously the previous owner hid these issues know*** that they would only be discovered be the eventual purchaser.Just say *** that repairs are covered or a rental is covered, but leav*** me to figure th***s out and los*** valuable time and income is not OK.

  Business Response

  Date: 06/19/2023

  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 that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the **** with your vehicle while completing our 150-point inspection. After further review of the customers account, it appears the customers Limited Warranty of 100-day/4,189 miles is still active for 84 days. At this time, we ask that the customer continue to work with our warranty provider, SilverRock. The customer will need to contact SilverRock with any concerns regarding their repairs and for next steps to open the claim. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

  Customer Answer

  Date: 06/19/2023

  You admit that you missed the **** with your 150 point inspection, yet are still leaving me holding the bag. $400 doesnt even begin to cover the costs of a rental for 2-3 weeks or make up for my loss of income, which is growing daily. Your attempt to apply a 1-size fits all appropriate to a unique situation that is completely CARVANAs fault is unacceptable.

  Business Response

  Date: 06/21/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like ********** is currently working with the customer and their repair facility. We understand the customer may have further questions regarding their concerns and encourage them to continue working with **********.  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:06/15/2023

  Type:Customer Service 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 reached out to customer service 4 times and no one has gotten back to me. The customer service representative canceled my original pickup time and i have been trying to reschedule the appointment for over two days. Now my pickup time is in less than 24 hours. I am still waiting on responses from 4 different representatives

  Business Response

  Date: 06/19/2023

  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 happy to see that the customer's purchase was completed. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:06/15/2023

  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 bought a car from Carvana last September. Since then the car has only been drivable for about a month total. They refuse to take the car back. I have already spent over $1000 at mechanics. The mechanic just quoted me another $5000 to fix it and Carvana only says the car is worth $5000. And that is all on top of the extremely high payment I have paid every month without even being able to drive the car. They have had aweful customer service. I dont even want any money back I just want the car gone and out of my responsibility.

  Business Response

  Date: 06/19/2023

  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 that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of 100-day/4,189 miles has expired, no extended coverage was added to the purchase and therefore, and there were no open claims made, we will not be assisting with any repairs. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  

• Initial Complaint

  Date:06/15/2023

  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 vehicle from Carvana, and I have not even gotten plates or made a first payment and I already have been diagnosed with a significant failure. That *** take up to months to get the part. Despite the website advertising that vehicles have been Inspected and verified? This is very much indicative of false marketing or advertising and people should beware of purchasing cars from Carvana even if they state the vehicle has been inspected. I am still in my limited warranty, however they do not cover the upfront cost of rentals and only go up to a *** of 40 a day / 400 *** in reimbursement. And only cover the rental once their adjuster finds time to see the vehicle, not from when you take it in to get diagnostic. The garage currently has another car purchased from carvana that has been waiting for an adjuster with no word from Silverrock who handles Carvanas warranties. I have requested records on inspections done by carvana on the vehicle before they sold it to me, its a list with blue checks and the extent of what they will share. I have it attached. I was assured that a formal complaint was sent on my behalf by their customer service team. However, I am still left dealing with a headache that should have been avoidable. And, most likely out of pocket expense for a rental vehicle. Beware.

  Business Response

  Date: 06/19/2023

  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 that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the **** with your vehicle while completing our 150-point inspection. After further review of the customers account, it appears the warranty provider, ********** has submitted payment for the repairs needed. At this time, since Carvana does not offer rental assistance or loaner vehicles, we ask that the customer continue to work with our warranty provider, SilverRock. The customer will need to contact SilverRock with any concerns regarding their repairs and for next steps to open the claim. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:06/15/2023

  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 sought to purchase a from Carvana on June 3, 2023. I made a decision to trade in a Lexus, I also bought from Carvana back in 2017. We live in **********, ** and the vehicle needed to be shipped from ***************, and as a result, I paid a delivery fee of $690. I understood that the fee was non-refundable in the event I decided not to purchase the car, however, the fee would be taken away from the price of the vehicle should I follow through with the purchase.The car was due to be delivered on June 11, 2023 between 2pm and 5pm. On that day, I got a call from the local office saying that the air conditioning was not working properly in the vehicle and a part needed to be ordered to fix the vehicle beofre we could assume possession. I was then given a new dat of June 15, 2023 for the delivery. Today, June 15, 2023, I got a text message saying my date had been resecheduled to June 28, 2023 because the part needed to fix the vehicle would not be available to June 21, 2023. I asked for a refund of the shipping fee and to cancel the contract because all of these events were no fault of my own. Every rep that I talked to today told me the fee was non-refundable and they kept insisting that I cancel the contract. Not only has Carvana wasted me and my familiy's time, but they have cost me a lot more money with starting insurance policies, and buying warranties for a vehicle that I do not have in my possession per the contracts that they have inititated. I would like the shipping fee to be refunded. This is very unprofessional and not acceptable. To say the least, it feels very much like a scam.

  Business Response

  Date: 06/19/2023

  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:06/15/2023

  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 13 mini a few weeks ago. That car ended up having numerous problems and passed safety inspection with worn front brakes and exhaust leaks. Returned that one for an 11 mini ****** and it had numerous problems. Air intake hose/drive belt/clutch/and a sensor that wasn't plugged in. They want me to pay $540 6days after purchase to fix the small issues and not cover the clutch. This puts me in a bad spot of having to pay $2700 only 6 days after purchase.

  Business Response

  Date: 06/19/2023

  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 that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the **** with your vehicle while completing our 150-point inspection. After further review of the customers account, it appears the customer's repair facility stated clutch has not determined that the clutch is a failing component.  At this time, we ask that the customer continue to work with our warranty provider, SilverRock. The customer will need to contact SilverRock with any concerns regarding their repairs and for next steps to open the claim. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:06/15/2023

  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 decided to purchase a car with Carvana because of the convenience of being able to purchase a car from home and not be hackled by a car dealership, but this experience has been anything but convenience and this company gives half templated responses when customers are reaching about serious issues. This company claims to have a 7 day guarantee in their cars but when I attempted to return two cars to them; one for having stains that were not shown in gallery photos and the other for failing a mechanic report (including brakes!) the exact same day I retrieved it. This company continues to tell me that their shipping fee is non refundable even on a vehicle that wasnt confirmed or shipped yet! These shipping fees are $290 by the way. Im truly upset that this company is attempting to squeeze money out of people over cars that they claim to check and guarantee. I have supporting documents and texts, so Im interested to understand their reasoning behind this terrible experience.

  Business Response

  Date: 06/19/2023

  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
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  I bought a 2016 Landrover from Carvana. I was not offered a test drive because they said there wasnt enough time. As soon as I pulled off the check engine light came on. Ive not had a vehicle in 2 weeks. On top of that ********* said it would be an extra $5000 to fix. This has been a nightmare

  Business Response

  Date: 06/19/2023

  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 that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the **** with your vehicle while completing our 150-point inspection. After further review of the customers account, it appears the customers Limited Warranty of 100-day/4,189 miles is still active for 69 days. At this time, since returning is no longer an option, we ask that the customer continue to work with our warranty provider, SilverRock. The customer will need to contact SilverRock with any concerns regarding their repairs and for next steps to open the claim. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

  Customer Answer

  Date: 06/19/2023

  I have contacted them many times including the department of consumer complaints and their response to the department of consumer complaints said they could not help me. They should NOT be missing issues this large. I have done my research and many consumers have complained about this issue not to mention they have been restricted from selling in ** In the past. They sold a vehicle at a price because nothing was wrong with it. If this does not work I will be escalating this to court. 

  Business Response

  Date: 06/21/2023

  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. As previously mentioned, the customer will need to work with their repair facility and ********** on repairs. Currently, ********** does not have any new open claims regarding the customer's vehicle concerns. 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