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:03/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a ******** **** 2017 GLS from Carvana in October 2022. I have purchased a car from them in the past and it went extremely smoothly. However, this time I wasnt nearly as lucky. First off, let me say that if I hadnt purchased a car already from them I WOULD HAVE read all the horrible reviews about them. ****** learned I suppose. When I went on their website, I scrolled thriugh the available vehicles that interested me and found the ******** 2017 GLS them looked through all the pictures and features that it had and decided I would buy that car. I put the funds in my checking account and I gave them my bank account number and gave my consent to check my account and then had to do paperwork online. It was quite involved and filled it all out and they told me youre all set but apparently wasnt. I then was told there was more paperwork to be done which I then did and then another youre all set and then I was told that I list the car because there was more to do. Then I called them, which is a total disaster in itself, as you have to be stuck on hold for very long periods, and after almost a two and a half hour conversation in which she had to call my insurance company (which they had already done to make sure I had already insured it) I finally got the car . again! The car was originally going to be delivered with about three weeks which turned into about two months. When I finally was delivered I was supposed yo have a plate holder (which is nit really a typical plate holder or I would have purchased myself) and the spare key. I never received either. Also the only key that they supplied me with came with a dead battery and the back of the case where the battery goes broke so had to buy a ******** key case for $28 from Amazon. to use the back part of the case. Also, was told I had to wait so long was because it had to be thoroughly inspected and cleaned. The car came to me FILTHY and I paid almost $8,000 in repairs I just paid at dealership.

  Business Response

  Date: 03/03/2023

  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:03/02/2023

  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.

  Date of complaint *********************** date of vehicle February 28, 2023. I recently made a purchase from Carvana and picked up my vehicle at their vending machine location in ************ more than an hour from my home. It took more than two weeks and 4 rescheduled appointments to receive the purchased vehicle. The reason for this I was told by 7 individuals customer care representatives at ******************** is that the vehicle was not delivered. On the Carvana app. It showed the vehicle was at the ************ location for over a week. I was finally told by an employee via phone conversation on February 24, 2023 that they had issues acquiring the title for ************ DMV. ************ DMV suspended Carvanas car sale privileges in November 2022 and lifted the suspension in December 2022 due to unfair sale practices and titling vehicles with out of state registrations and sticking the consumer/ buyer with a vehicle not legally capable of being driven. I arrived at my early morning appointment to retrieve my purchased vehicle from Carvana's vending machine in ************ at my 8:15 appointment. During inspection of the vehicle I noticed paint/body damage not specified in Carvana's vehicle add and a loud engine noise on the drive belt side of the engine. The vehicle is a 2019 **** Edge SEL AWD. I was instructed by a representative for Carvana at the ************ Vending location to wait a day to contact Carvana and their warranty company, SilverRock, to file my concerns. I called SilverRock the next morning to voice my concerns about the unspecified damage not in the vehicle add on Carvana's website. I question about the vehicle body damage and was told I can add three (3) pictures of damage during the online filing of my claim. I was only able to submit two (2) pictures via their website. I have 7 damage pics. ********** denied my claim via email based of one of the two pictures submitted and never addressed the other unspecified damage.

  Business Response

  Date: 03/03/2023

  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. Our goal is to sell high-quality vehicles in the best possible condition. It is normal to see some wear and tear on our used vehicles, and this includes cosmetic imperfections on both the interior and exterior of our vehicles. We sincerely appreciate the feedback the customer provided however, after further review of the account weve determined the cosmetic issues are considered normal wear and tear so we will not be assisting with repairs. 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:03/01/2023

  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.

  Bait and switch sale, dishonest customer service, upsale attempts that contradict excuse for delivery delay. I attempted to purchase a vehicle through their company. I selected a vehicle based on needs and available delivery date. There were doctors appointments, birthdays, and weather conditions which required expedience. We made it to the day before the delivery date and then the order was rescheduled for over a week later. **************** told us that it was due to weather conditions, but then offered to help us select a different vehicle that would arrive in time. This information contradicts what was offered online, and the weather excuse is obviously false if another vehicle can be delivered instead. We have had multiple customer service agents try to bait and switch us to a different vehicle that will arrive "in time". An honest rep explained that it won't arrive due to vehicle availability. Why advertise the vehicle as available if it is not? If date is a factor to sort by then it may be a factor in purchase. This experience leaves me lacking faith in this company, and I am worried that I have been scammed. This makes me very concerned about what else they are deceptive about. It is dishonest to advertise something, approve the sale with the requested delivery date, then change it in the last moment. If the vehicle was never available then it should not have been advertised as such.

  Business Response

  Date: 03/02/2023

  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. We offer the option to find a different vehicle if the new available date does not fit the customers needs. 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:03/01/2023

  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 2nd vehicle from Carvana and given a delivery date. The day before that date, they pushed it back a week. We received the car a week later and within the first week the check engine light was on indicating transmission issues. They do have a 7 day return policy and agreed to extend that by 48 hours while we found another vehicle to purchase. We found one the very next day and submitted all of the information and picked a deliver day of March 2, 2023. Today, I received a text telling me the car will not be delivered now until 3/11/23. This is almost another week and a half that they are having me drive in a vehicle that is not safe. When asked about a rental until the new car comes, I was told they dont provide that. When asked to speak to a manager, the girl I was speaking to suddenly became a manger? I was told if there was issues with this unsafe car in the meantime that I would have to contact the warranty company and let them take care of it? So if it breaks down and we are not hurt during this transaction, we are then stuck without a car while they perform an emmissions inspection on the new car which apparently is taking them a week and a half? This is such bad business and so extremely unsafe for my family that I am in shock that they would knowingly allow us to stay in the road in a car the sold us with transmition issues. I have purchased from them in the past and it went very smoothly, but this is sickening to me that they would be ok with this as a company!

  Business Response

  Date: 03/02/2023

  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:03/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Carvana 12/2021. I have been unable to register the vehicle. I am directly affected by the class action lawsuit against Carvana. They blamed my moving after the sale of the vehicle as the reason they could not register the vehicle. They said they couldn't just change the address on the loan/registration documents. They then made me ReApply for the loan. The new contract showed the full sale amount and loan term with an interest rate 4x the original loan. They then would not show credit for having been paying on the loan. They said they would change the contract docs after i signed to credit the payments that had been made over the last ***** months. They have blocked me from making payments on the original loan and are threatening re possession.

  Business Response

  Date: 03/02/2023

  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:02/28/2023

  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.

  1. Full detail not done as advised verbally by delivery manager and in purchase agreement. Dirt and debris on seats, vents are filthy to the touch. Stains on both front seats. All doors are filthy. Engine and under hood is completely covered with grime and debris as well also a chalky white substance. Inside of rims are full of rust. The cheapest quote to clean the vehicle is $250. Carvana offered to reimburse $100 of the $250 Im forced to pay put of pocket in 30-45 days. I declined. They processed the request any way.
  
  2. Tire pressure light was on at pickup. Agent could not advise why. Told me to call customer seevice the next day only to be told theres nothing they can do. Per their "inspection", all tires are new.
  
  3. Oil not flushed or changed. Oil life was at 40% the morning after pickup. Per inspection the oil was changed.
  
  4. There is a dent in the passenger door advertised online as a scratch. There is literally a circular diameter of paint missing and a dent. Carvana's warranty company declined the request to repair it as "cosmetic." It was never advertised or disclosed by Carvana as being a dent.
  
  5. Both door seals/panels are faded and discolored. Not reported. Carvana's warranty company declined this as cosmetic as well.
  
  6. Trim missing from around front windshield on both sides of the car. The windshield is completely exposed and not closed in. Waiting on a response from warranty.
  
  7. Insulation broken as well as missing pieces on driver and passenger side top of car.
  
  8. No driver's manual as indicated in the buyer's order, purchase agreement or inspection report.
  
  9. Carvana called 30 minutes after my delivery time and stated the would not be able to make delivery. I made arrangements to pick the vehicle up the next day. Carvana will refund the delivery fee of $290 for 30-45 days.

  Business Response

  Date: 03/02/2023

  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. Our goal is to sell high-quality vehicles in the best possible condition. It is normal to see some wear and tear on our used vehicles, and this includes cosmetic imperfections on both the interior and exterior of our vehicles. We sincerely appreciate the feedback the customer provided however, after further review of the account we’ve determined the cosmetic issues are considered normal wear and tear so we will not be assisting with repairs. We do ask that the customer continue to work with our warranty provider, SilverRock, regarding assistance the other concerns. 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: 03/02/2023

  Bottom line, Carvana misrepresented the vehicle. A dent and missing paint is not a scratch

   The panel of the doors being faded to the extent they are no longer the same color of the vehiicle was not disclosed at all. The missing trim of around windshield of the vehicle and the damaged trim around the hood of the car is not normal wear and tear nor is it a cosmetic issue. Carvana fraudently listed very specific items in their inspection of the vehicle as passed, repaired and replaced that were not as well as didn't disclose various issues selectively. 

  Business Response

  Date: 03/03/2023

  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. The customer was provided with next steps about the claims. 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: 03/08/2023

  I've contacted the business multiple times with no resolution. The only thing the business has advised is to contact their warranty department which I have however, I am responsible for a $100 deductible for each repair facility for things Carvana either stated they repaieed or replaced during their own inspection and did not OR will not cover at all but the items were not  disclosed during the sale. 

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a ************************** November. Happy with the car no issues until the day that I washed at home beginning of February. I noticed the inside windows were fogging up and when I opened my car door my complete back left side of the car was soaked. It was a Saturday and off course nobody could be reach sat or Sunday. I immediately called the warranty company Monday only to be told I was ONE day over the 100 warranty and they could do nothing for me. I proceeded to call the carvana number to speak with someone and was speaking with ***** from head quarters and she said she couldn't do anything for me..I requested to speak to the person above her and she said it's not gonna make.a different they won't doing anything either. I was told I was going to get a call back and have heard nothing. Here's the thing, I received the car washed and cleaned and detailed. There is NO WAY that they would have not have noticed something this drastic. There is water leaking through the sunroof and or the back window. I don't wash my car weekly or monthly, neither does anyone who has as busy schedule as I do ( wife, mom, sports, work) It happened to be a nice day so I washed it. There was no.need to wash it before than because I received it clean and detailed however this is not a problem that just happened as a matter of fact I have never opened the sunroof until after I washed it to dry it out. I am completely applaud by the lack of professionalism from ****** and the cars they are selling out carvana. I would have most definitely returned this car if I would have known the roof leaks and same on them for selling a car in this condition to hard working people who are trying toake.an honest living but yet have to pay for the complete and total ignorance of people.I want a callback and a resolution to this problem.

  Business Response

  Date: 03/01/2023

  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:02/28/2023

  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 my vehicle a year ago from Carvana in another state. Today, I still do not have a title or registration for my vehicle, and I am unable to drive it legally. The problem was escalated to a higher management named ******, where she claimed to be working on my case. I received a text message from her today stating that she will no longer be working on my case. Ive spoken to multiple DMVs to where Carvana claims the title is located, and made a complaint to DOT. Now I am back to square one trying to get someone to assist me. This problem has become very stressful and I regret making a decision to purchase anything from Carvana.

  Business Response

  Date: 03/01/2023

  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 are currently working directly with them to resolve their concerns. The customer has a new case manager who has been in contact with them. 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:02/28/2023

  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.

  This has been the most horrible experience Ive ever had with a dealership. *** lost so much money and time trying to rectify the situation to get nowhere. They sold me a vehicle under false advertisement with a few minor chips on the photos. When the car was delivered it had so much more hidden damage that was not on the ad photos. They promised me due to their policy they would submit repairs to their warranty company and get everything to the original delivery photos and standards. All the submissions were done and approved prior to me taking delivery of the car. I told them I didnt want to take delivery if the car wasnt repaired to the advertised condition. I was assured by both carvana and their warranty company silver rock everything was approved and would be taken care of. That was a lie. It was a nightmare from beginning to end. Silver rock denied repairs and estimates for weeks to the point that the repair shop actually asked me to come get my car that they would not continue to work with them. Carvana would not help or do anything about the promised repairs and said everything needed to be done by **********. To this day I have not had any repairs completed and it has all most been a year. My vehicle was delivered with damaged tires, bent rims, splotchy paint, drips marks, deep scratches and dents all of which were not on the ad. I paid ***** for this vehicle and its a terrible experience that Im trapped in

  Business Response

  Date: 03/06/2023

  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. SilverRock is currently working with the customer on the 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

• Initial Complaint

  Date:02/28/2023

  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.

  Bough a 2021 ***** for a pickup at the ******* location. Car has no brakes (shakes entirely when you use the breaks) and theres a crack on the windshield. Called customer service and was told that a claim needs to be filled and deductibles will have to be paid by me. This car was a swap from a Land Rover Discovery that we also got at that location and had no shocks at all. Im surprised on how can they give us a car that would not even pass a safety inspection. They response is you have 7 days to return the car but this is not enough. Who buys a car and keeps returning it? Why cant you make things right? They should keep everything online. The only moment you have to actually deal with a human, it absolutely *****. They have one lady working at the ******* location. Thats it. No one else. You wait and wait to be helped and everything is done in a hurry. Terrible experience. We actually missed the salesperson being nice and actually showing you the car and taking the time to make sure you feel welcome and had everything you needed. Two thumbs down for Carvana. ????

  Business Response

  Date: 03/01/2023

  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 still within their ***** money-back guarantee return window, and is able to return or swap into a different vehicle. We provide every customer with the ***** money-back guarantee period as an added safety net to provide extra piece of mind with their Carvana car-buying experience. At this time, the customer is 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
  
  

  Customer Answer

  Date: 03/02/2023

  I will wait for someone to reach out so I can swap the car after I see the new one. 

  Business Response

  Date: 03/03/2023

  Dear BBB,
  Thank you for bringing this additional information 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 still within their ***** money-back guarantee return window, and is able to return or swap into a different vehicle. At this time, we encourage the customer to call in to connect with our team if a swap is what they intend on completing. The customer's last day to call in to set up a swap or return of her current car is 3/6/23 before 5pm MST. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you,
  Carvana Team