Business Profile

Online Car Dealers

Carvana LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,861 total complaints in the last 3 years.
1,720 complaints closed in the last 12 months.

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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:04/03/2023
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.
I initiated purchase of a Carvana vehicle on 4/1 and on 4/2 noticed the listing details did not match the photos of the carlisting stated automatic transmission and photos showed a manual gear shift. I called immediately and requested cancellation/refund. I was told they could not provide email confirmation of my cancellation/refund but that the funds would *not* be removed from my account. As of this morning, $3860.80 was withdrawn from my account. Carvana customer service states they cannot provide confirmation in writing that the refund has been initiated, and that it will take upwards of 2 weeks to have the funds returned to my savings account. They stole money from me on a faulty listing for a vehicle and will not provide any writing information regarding the issue, nor will they advise why the money came out of my account illegally in the first place.
Business Response
Date: 04/04/2023
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: 04/04/2023
Given Carvanas reputation and pending bankruptcy, I do not accept their response. The complaint should remain live until they can show proof that my refund has been sent in full and the funds are received.
Business Response
Date: 04/05/2023
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,
The Carvana Team

Customer Answer
Date: 04/10/2023
the complaint will be resolved once the money arrives in my account. given carvanas reputation for not following through and the fact that i needed to involve the BBB to get any assistance as it is, i will not be letting them off the hook until the money is in my hands, lest i need to open another complaints. once the money is in my hands and posted to my account, i will be satisfied
Initial Complaint
Date:04/03/2023
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 had purchased a car from Carvana, which they delivered to me on 3/23/2023. I had a "7 day guaranteed money back or change the vehicle" in case I didn't like it or regretted my purchase. On Tuesday, 3/29/2023, I got a message from Carvana asking if I liked the car and reminding me that my return was gonna be up, which I then replied that everything was great, because it was.3/30/2023 comes and my time-window to return/*********** was up, everything was fine, until Thursday 3/31/2023, I'm driving the car and all of the sudden the engine light goes on in my dashboard, as well as the engine stops working completely (this is a *** i3 with Range Extender), so I still made it home because of the electric charge, but the gas engine is completely off at this point.I tried being civil with Carvana and politely ask for an exception to their "7 day rule" and was given 2 hard NOs, saying that all they can do now is send me to an authorized shop to "fix" whatever it is. Naturally I'm completely unsatisfied with this, given that the light conveniently turned on A DAY after they were ok with taking the car back, and now I'm forced to keep a car that has a clear engine issue. They haven't even started the registration process yet, and they are forcing me to keep a bad car they they willingly sold it to me like this. All I wanted was to exchange the car for one in a similar price that has no engine issues, but apparently that's too much to ask from Carvana. Which explains why they are failing as a company.
Business Response
Date: 04/04/2023
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, the customer is outside of their ***** money-back guarantee return window, and the sale is finalized. We provide every customer with the ***** money-back guarantee period as an added safetynet to provide extra piece of mind with their Carvana car-buying experience. At this time, the customer is no longer eligible to return the vehicle. 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:04/03/2023
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 bought a car dodge journey from caravan in November and were in April I asked for a refund they denied me they send me two checks so I could pay the bank caravan associate being lying to me DMV never had any records of me driving a Dodge journey and I've worked with Uber for 3 months and DMV has no record of me having a Dodge journey it's very confusing and I'm paying for a car that I can't drive because of no registration I need help I don't know what else to do I need the car to make money and I'm just watching it outside collect dust
Business Response
Date: 04/04/2023
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: 04/04/2023

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:04/03/2023
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.
Transaction was never completed. After a horrible experience, which I have already left a review on how they handled customer service with myself, a senior citizen. I ended up use my a different app which provided excellent service. To my surprise 2days after we ended the order in process with Carvana and even closed our Accounts because of the poor and rude service especially by their controller *****, Carvana has still changed the **** from my acct. The order was never finished and on the last call we had on April 1st, we told ***** to cancel the pending car purchase.As a senior citizen I believe they have taken advantage of **** will be taking this to our lawyer and expect a full reimbursement this company right now is committing fraud since NO CAR WAS PURCHASED!!
Business Response
Date: 04/03/2023
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:04/02/2023
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 complained in the past about this company and now I guess I’m doing it again. In September 2022 I was brought another car (2020 Kia Soul) to replace the one I could never get tags on (2018 Jeep Renegade). Well when I received this car it had after market lights on it which I didn’t know were after market lights. I immediately started having issues with this vehicle dying and the headlights flickering off and on. I reported this issue and was told to go to my local dealership to get them repaired only to be told that it would be an out of pocket cost to repair them, which I ended up doing. Now on 3/30/23 on my way to work the engine in this car blew up and I barely made it to work. I had my 9 year old in the back seat because I was supposed to take her to school but ended up calling someone to come get her from my job so she wouldn’t be late. I had to have the car towed to ******* *** *nd they informed me that there was a hole in the engine block that had probably been there when I got the car. They said I was lucky that the engine hadn’t blown way before it did. Now I’m driving a rental car that had to be rented so that I could get back and forth to work. This car only has 32,000 miles on it and shouldn’t be blowing an engine at all or at least with that few miles. This has gotten way past ridiculous. I really just want a vehicle that I can drive back and forth to work that has no issues or a complete refund so that I can move on from this company and get a car from somewhere else. This has grown into a complete nuisance and I just want Carvana to make this right once and for all. Please help me with this issue. I want another car or a refund…that is all. The pictures included are of the oil that leaked out of the engine and puddled underneath my car and oil all over the engine and below it that blew all over everything.
Business Response
Date: 04/03/2023
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 customer’s account, it appears the customer’s Limited Warranty of 100-day/4,189 miles has expired and no extended coverage was added to the purchase and therefore, 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

Customer Answer
Date: 04/03/2023
Carvana needs to reply to this personally and not send out an automated message. This is the same reply I got last time I sent an issue and it just goes to show how much they do not care for their customers. The car they sold me had a hole in the engine block the whole time and it finally blew up on me on my way to work while I had my 9 year old in the back seat. They need to make this right and fix it the way I asked. Just come get the car and either bring me something else or refund all of my money and I’ll move on and they can forget I ever purchased a car from them. This is the 3rd car I have gotten from this place that has been messed up. First one was a transmission issue, second one I never could get my license plates or the documentation to get them, and now this car had several issues. I’m begging, please fix this so that I can have just one decent car to drive to work and take my daughter to school in, that’s all I want. Please help me out here Carvana.
Business Response
Date: 04/04/2023
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. With there being no active warranty, we will not be assisting with repairs. 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: 04/10/2023
Carvana has not provided a resolution to this issue at all. Telling me to call them or chat with them is not a resolution. Also, I have already said I’m not looking for them to repair the car, I’m looking for them to provide another vehicle that does not have any issues or problems or refund my money. That’s it! If I were to call them or chat with them it would be the same run around that I’m getting now through these emails. I figured the BBB could help do something about this issue but nothing is being done but a bunch of emailing back and forth to only get the same reply twice. Is there anything anyone can do to make this right? 3 cars from this place and 3 different issues and they say they’ve fixed the issue but they never really have. Only provided another car with more issues, and that’s not really fixing anything. Who do I need to contact to get this situation handled once and for all. This has gotten way past ridiculous.
Initial Complaint
Date:04/02/2023
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.
Purchased car on Oct. 15th 2022.Check engine light came on 2 days later. Attempted to swap per 7 day policy 8 different times and Carvana never kept any appointments. Advised them to come get their car.They never did.Original contract had been voided. Contract was rebuilt on Mar. 9th ..not signed and sent to finance company Bridgecrest who is now trying to collect 5 months of payments and threatening repossession for a car I never agreed to purchase
Business Response
Date: 04/03/2023
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and have resolved the issue directly with them. The customer never finalized any swaps or returns and is still responsible for the vehicle. If additional answers are needed, we ask that our customer communicates with their case manager. 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: 04/03/2023
I have multiple correspondence from Carvana documenting delay after delay on THEIR end to deliver my swap. on at least 8 different occasions Carvana failed to deliver the vehicle and then started asking for documents that had already been submitted and approved.I guess legal action is my only option
Business Response
Date: 04/04/2023
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 work with their case manager. 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: 04/10/2023
WHAT RESOLUTION?? Absolutely NOTHING was offered.I was told a request had been submitted to complete the swap of the vehicle per their 7 day policy and it was DENIED. I was NOT given any alternatives.Now Bridgecrest has reported this issue as a charge off which has ruined my credit.I have already consulted legal counsel and further litigation will be forthcoming
Initial Complaint
Date:04/01/2023
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 purchased a vehicle on 3/5/23 from Carvana LLC. The vehicle cost was $29,590 + title tax and additional fees totaling to approx $37,451 After a trade in credit etc, the price was settled at $26,410 including shipping costs of $990 and home delivery of $390 The vehicle was scheduled to be delivered on 4/1/23 at 930 am.Approximately a week prior, I contacted a Carvana associate to get an update on my order. I was advised that everything in my part was done and that I was set to expect delivery on the agreed upon date.Today on 3/31/23 I was advised at approximately 3pm that my vehicle would not be delivered and the next available date was mid week 4/6/23 at 930am.I called and spoke with ********* (Level 2 associate) and ***** (Senior supervisor). Explaining that It was unacceptable to cancel delivery under 24 hours before the car should be delivered and I had already arranged my time off from work to accommodate for delivery.I further explained that not only am I losing money for not going to work on the original day of delivery but now I would need to take another day off to accept delivery. In addition to loss of pay from taking days off of work. I explained that since I secured my own financing and New York requiring insurance prior to delivery I was also losing money in insurance and well as a pending car payment for a vehicle not in my possession. I also still currently am paying insurance for the vehicle I am scheduled to trade in since I need a mode of transportation for the meantime.This all after comes after confirming that there was no disruption to the original delivery.I was offered absolutely no reasonable resolution aside from waiting till the next delivery date. No compensation for waiting or waiver of fees. I was also advised that if I were to cancel the order I would still be liable to pay for shipping. This is an unacceptable Business practice.Now not only has using their service cost me wages and money but has altered my schedule/ plans.
Business Response
Date: 04/03/2023
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:03/31/2023
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 the car Feb ************************************* registration now our tag expires and cant drive the car because of expired tag. Carvana wont issue another tag and I am out iof transportation to work there is no ETA on the registration per customer service and was told they will not reimburse me if I miss work or get a ticket but yet expects us to pay for our car note. We need to gave this expidited and provided with a rentals until they resolve the internal registration issue or reimburse us for rental or pay for the month we cant drive the car.
Business Response
Date: 04/03/2023
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: 04/04/2023
they have been in contact to tell me that they were having internal issues and they cannot provide me with extension on my tag which expires on the 5th . We cannot drive the car without tags. How am I supposed to go to work? They keep telling me there is no ETA on when this will be resolved. Are they reimbursing me for ubering? I have adked they said no. We purchased a car we cannot drive and paying for a car we cannot drive. We need carvana to provide another temp tag while they work on this issue or provide us with rental or pay for our car note while they get us our registration. We bought the car in Feb it is now April. Carvana dropped the ball on this.
Business Response
Date: 04/04/2023
Dear BBB,
Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team is working to get this resolved. We are at the mercy of the state and their processing time. We are also at the mercy of the state laws that do not allow us to provide a temporary operating plate extension. 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:03/31/2023
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 purchased my vehicle and I given a check I was told I could cash. This was untrue. They told me that I could only deposit it in a bank account and I can't aquire any bank account. I have repeatedly asked for an alternative form of payment and their answer was to send another check which leaves me with no payment for my vehicle
Business Response
Date: 04/03/2023
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: 04/03/2023
I don't feel that Carvana is taking this seriously. I sold my vehicle to them expecting the payment to be a normal one. Their practice of using a zero balance checking account is unusual. As someone who worked in banking, I know that these type of accounts are usually not accepted by normal banks in Massachusetts..I have been trying to get them to understand the situation for a few days now, to no avail. No matter how many times I have brought this to the company's attention, I have gotten the same answers repeatedly. I want a normal pay out like normal businesses do, not some payment that I cannot use due to my lack of not being able to open a bank account because of circumstances out of my control. This company should not be allowed to be in business.
***** *****
Business Response
Date: 04/04/2023
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,
The Carvana Team
Customer Answer
Date: 04/10/2023
This company has not done enough to resolve this issue
Initial Complaint
Date:03/31/2023
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 2022 Kia Sorento with 3669 miles from Carvana in Tampa on initial web review it noted/showed only 2 hot spots {areas of cosmetic damage}. Picked up car on Jan 27 2023 and informed rep at facility additional areas of obvious damage that not noted. There were severely discolored and scratched molding around driver's window upper and lower and right side both upper moldings. Rep suggested we call their warranty service Silver Rock and they would assist us we proceeded to do this on the drive home. Advised to file claim take 2 pictures and submit claim. We did well within 1/2 hour we were declined they said this was normal wear and tear. As noted this car only had 3669 miles and these obvious imperfections were not noted on Carvana site. Called Carvana and Silver Rock at lease 6 times each and was told this damage did not fall into their guidelines one blaming the other for not helping us. We even called the corporate office to no avail. Siver Rock employee suggested going to their repair center ******* ********* which we did, and manager *** **** agreed these areas were not wear and tear but rather damaged from solvent used to probably remove rain shields from over the windows. At our own expense we had these molding replaced. Parts were 272.19 and labor was 128.40. There was no satisfaction from Siler Rock or Carvana just the blame game from one to the other not a good representative of any customer service or resolution process. Appreciate whatever help you can provide and maybe this will assist other customers in the future to not trust what Carvana claims the condition of their vehicles as noted and the validity of their post-delivery warranty coverage via their 3rd party vendor. The buyer in this type of transaction is truly at a disadvantage without the reliability on a valid inspection and post-delivery warranty coverage. Thank you.
Business Response
Date: 04/03/2023
Dear BBB,
Please refer to the attached document as this contains our response to this complaint.
Thank you,
The Carvana Team

Customer Answer
Date: 04/03/2023
So, what you are really saying is that the information that Carvana includes on their site as to "hot spots" and imperfections is probably inaccurate and useless to the consumer. If the obvious bleaching of the window trim molding and scratches especially on the drivers' side were not picked up upon your inspection or review and the "hot spots' noted on the vehicle not they you need to reevaluate your review/inspection process. No where in either Carvana or Silver Rock sites do they enumerate or outline what their "standards and guidelines" are in relation to post deliver warranty coverage. Nore in any of our calls or emails have these "standards and guidelines " been explained other than the obvious damage does not meet these guidelines.

I think Carvana has a good business model, and it works. However, if the consumer (buying site un seen) cannot rely on true, accurate, honest and non-subjective evaluation (there must be basic criteria) on their web site and then when non identified damage not seen by the consumer until delivery cannot be adjusted via their 3rd party warranty provider (Silver Rock) the model falls apart quickly. What it does is turn their business model into a basic "bait-and-switch" fostering a purchase based on inaccurately provided information and then when not delivered as advertised the best you get is an "oops, sorry" and no satisfaction.

Thank you.
Business Response
Date: 04/04/2023
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

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