Complaints

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

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• 

  Carvana LLC

  300 E Rio Salado Pkwy Bldg 1 Tempe, AZ 85281-0800

• 

  Carvana, LLC

  63 Pierce Rd Winder, GA 30680-7280

• 

  Carvana

  15710 Shady Grove Rd Gaithersburg, MD 20877-1401

• 

  Carvana, LLC

  4070 Interchange Corporate Center Rd Warrensville Heights, OH 44128-5631

• 

  Carvana LLC

  10335 Palm River Rd Tampa, FL 33619-4579

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:02/10/2023

  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 used vehicle from Carvana. The first vehicle had transmission issues and was returned under their 7 day policy. The second vehicle was delivered and much better than the first. After driving it for a day I realized there was a shake coming from the rear / right side of the vehicle. I contacted Carvana, told them while I really do like the car I would like for them to fix the shake. They said no issue, contact ********** (their insurance co) In doing this, since I did want to keep the car, ********** told me to take it to a shop & call them back with results. By the time I got into a shop, the 7 day return policy had expired. The shop removed the rim/tires for balancing & then informed me that the two right side rims on the car are bent beyond repair & bad enough it could cause hazardous driving conditions. I contacted SilverRock with the news, ********** informed me that this is not a mechanical warranty item & more a road hazard item. This is NOT covered under their policy. I contacted Carvana, informed them that they provided me a hazardous vehicle that needs repaired, (two new ******* ****** informed me that they "stand behind **********'s **************** is nothing they can do." In the meantime I purchased this vehicle that I'm being told is hazardous & shouldn't be driven until repaired. The tire shop informed me that these were newer tires & most likely it was known the rims were bad when installed since they were balanced "to the bend" to mask the issue. I have video evidence of the issue as well as statements from two different Carvana reps regarding the lack of responsibility to Carvana.The estimate for two new "refurbished" wheels is $851.00 then will need tires removed, re-mounted & balanced. I am forced to make this repair myself even though the vehicle was provided this ******* was informed early on that small issues as such are easily taken care of with SilverRock. Carvana most likely put tires on this vehicle & was aware of the issue

  Business Response

  Date: 02/10/2023

  Dear BBB,
  Thank you for providing further insight into this experience. We have contacted our customer and resolved this complaint directly with them. Rims/Tires are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. We do, however, review concerns regarding wearable items within the first 45 days/1500 miles, whichever comes first. After review with the customers account there was no claims submitted to our warranty provider **********. Due to this, we will not be assisting with any repair, or reimbursements. 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: 02/13/2023

  Carvana provided me with a vehicle with two rims damaged beyond repair and told me their warranty would cover it. They claim that the wheels are not covered but the vehicle was provided this way. I agree this is not a warranty item. Its an item that shouldnt have been sold the customer that way. Its unsafe and ridiculous that a car dealership wont stand behind the product they sold. 

  Business Response

  Date: 02/14/2023

  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:02/10/2023

  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 started out good then ended up being awful. On 2/3/2023 started the buying process online for a 2014 *** for $200 down payment and $486 a month. Had all the documents, contracts and verifications completed on 2/6/2023 and the advocate I called verified pick up date was the next step. The next day the whole order was gone. I called and was told that they reran the credit on 2/7/2023 which made the down payment go up to $6700 even though I already signed a contract for the original amount. The guy on the phone told me there was nothing they could do that I would need the $6700 or no deal. I didnt understand how they could change everything when I already signed a contract with all the terms and conditions previously. This seems like a shady business to me.

  Business Response

  Date: 02/10/2023

  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 resolved their complaint directly 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
  
  

  Customer Answer

  Date: 02/10/2023

  the problem wasnt really resolved. I was told they were not going to do anything to honor the contract I signed and that I could look for other cars. 

  Business Response

  Date: 02/10/2023

  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. After an order is placed its standards our customers undergo a verification process. During this, ************************ was given multiple deadlines that were missed. Due to the missed deadlines, the order was canceled causing new financing terms to generate. 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:02/09/2023

  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'm filing this complaint again because Carvana till this day has not honored their own policy regarding the right to return a car within the first month of purchase. Recapping the fact that employees gave me the run around causing me to miss the return timeline. After that sales agents from Carvana would only contact me if I filled complaints on BBB - but they would only contact me offering to fix the car but then gaslighting me, forcing me to file a complaint again. They would switch sales reps and change the promise to fix by trying to force me to pay for the repairs they are responsible for. The last email I sent asking for the Carfax report that they had was never answered last year. This will my last effort to get Carvana to replace or take back the DEATH TRAP LEMON CAR they sold me. Because if they do not my next step will be to 1. stop making my payments, 2. Join or start a Class Action Suite against Carvana. In addition to that I will make it my business to keep Carvana's owners in the news. Please note these are not threats because they are related to my rights as a consumer.

  Business Response

  Date: 02/10/2023

  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 resolved their complaint directly with them. We've requested a multiple occasions for the customer to provide documentation on or before 6/3/2022, due to no response from the customer, we were unable to provide the resolution that the customer was seeking. We sincerely appreciate the feedback the customer has provided us. 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: 02/13/2023

  This matter was never resolved! Carvana never honored it's contract. Carvana never replaced or repaired the car. If you had I would not be making another complaint. I've already stated the types of communications I've had with Carvana's sales reps/agents. All of which were initial contact and then ghosting right after. Not one sales reps/agents asked me for anything. But they did ask me to pay for repairs myself. Again I was never sent the carfax that Carvana says it has.Not one sales reps/agents has sent that to me...though I've reuested it mulitple times. I have every email ever sent to me by a Carvana sales reps/agents. You say you reviewed my file - then you know your lying! Nothing was resolved all you've done is give me the run. One agent even had me show up at a ******** dealer for an inspection, She said she'd make the appointment and Carvana would pay for it. I got there and no appointment existed. You reviewed my file then you know that too! Bottom Carvana owes me the carfax report they have for the ***** DEATH TRAP they sold me. Carvana owe me my money back and they have this piece of trash back Finally I am not in agreement with Carvana's response at all. You don't get to steal from me!

  Business Response

  Date: 02/14/2023

  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 reached out to on 5/13/22, at which time we requested the customer provide a diagnostic. The customer was given a deadline of 6/3/22. The customer failed to provide the requested by the deadline given. Therefore, 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
  

• Initial Complaint

  Date:02/09/2023

  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 been trying to get Carvana to replace a battery that they caused to fail on the car I purchased from them. Below is an outline of the timeline:
  
  1. We purchased the car on March 23rd, 2022
  2. When we purchased the car we were given temporary plates.
  3. We contacted Carvana when we had not received new plates and the temporary tabs expired requested either new temporary tabs or that the plates get to us. They told us there was nothing they could do and we needed to contact the state/city.
  4. We did contact the state/city and they said this was Carvana's fault for not submitting the information.
  5. We contacted Carvana again and said they had not submitted the information and the state said they needed it to send the plates. Carvana claimed they had sent it in April and the state claimed it had not been sent. We continued down this path back and forth between the state and Carvana for the following 6-9 months after expiration of the tabs. (I can't be explicit here as all I know is we had to renew the tabs in August because we had to wait so long).
  6. During this entire time the car was undrivable since we would get a ticket for driving it on washington state roadways.
  7. As such, the car's battery died and, once we received the plates we attempted to start the car and it would not start.
  8. My partner's father passed away and we had to take a hiatus from a lot of things to deal with that but it was still under a year so we figured we had time and just needed to report it.
  9. We reported it as soon as things were settled on 2/6/2023 and used Carvana's website to get a repair person.
  10. The repair person came out today and said our battery was dead and needed to be replaced and asked Silverock (Carvana's coverage) for approval to replace it. They denied it.
  11. I called Carvana and they gave me 5 different reasons as to why it wasn't covered after saying it was. They are saying I have to pay $500 for their screw up and hung up on me today.

  Business Response

  Date: 02/10/2023

  Dear BBB,
  Thank you for providing further insight into this experience. We have contacted our customer and resolved this complaint directly with them. Battery's are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. We do, however, review concerns regarding wearable items within the first 45 days/1500 miles, whichever comes first. The customer has passed this allotted mileage at the time of their diagnostic and therefore, we will not be assisting with any repairs. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 02/10/2023

  this was not addressed with me considering the issue is the fact that the part isn't worn.  They failed to provide my registration in time for me to even know the battery had failed so they caused the issue.  The battery wouldn't have failed had they supplied the tabs within an appropriate timeframe and not 6-9 months later.  
  

  long story short, the battery failed because I couldn't drive it to maintain the battery because they failed to provide the registration so I could drive the car legally.  They also declined to provide new temporary tabs when I requested them.

  Their response is wholly unacceptable.

  Business Response

  Date: 02/13/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Every state has different workflows to complete registration, furthermore we do not have any control over the DMV's processing time. Additionally, car batteries are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. Therefore, we will not be assisting with repairs or reimbursement. Should the customer 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: 02/22/2023

  I did call them and it doesn't matter if it's a wearable part.  We bought the car less than a year ago.  The battery should not fail

  with normal use unless they sold us a car with a faulty battery...which they did.  This would have been a non-issue had they made sure the battery was in operating order before selling us the car.  They said they inspected it and they clearly did not.  So no, I won't be contacting them any further because when I called them the last two times they hung up on me without any notice.  The first time I was on the phone with the agent and they were taking my information and they hung up on me.  I assumed it was an accident so I called back and, as soon as I gave my name and information to find my account, there was a pause and then they hung up again.  So it's useless for me to call since they won't even take my call.

   

   

  as to the DMV we called and went to the DMV after Carvana told

  us they had these long processing times and when I went there, and when I called, they said they had nothing on record from Carvana.  They furthermore said that it was on Carvana to send the appropriate documents for it to be processed.  We stayed in touch with the DMV and despite Carvana's claims they did not receive the documentation in full until almost 6 months after we purchased the car.  We continue to stand firm that this battery would not have been faulty if they had simply done what they claim to do and had a full inspection and/or gotten the registration fully submitted timely.  Their motto is "drive customers happy" yet they refused to pay for this $300 battery replacement that was caused by their negligence.

• Initial Complaint

  Date:02/09/2023

  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 my 2015 ********** passage from carshield on 9/22/2022. I received the car & the car was fine. Approximately a week later the an oil light came on. The car was still under warranty so I took the car to ********* for a diagnostic. They didn't see anything wrong with the car so they turned the light off. Again Approximately a week later the same light came on back again to ********* this time they changed the oil pan & the light went off. Drove the car again now past the warranty for carshield the car light went back on again. Back to ********* they say it's all sensor & turn off the light & say I must go to the dealer. I do the dealer can't help till the light turns on approx 2 weeks later the light came on & I went to the ********** paid approx ****** with repair & an oil change. Today 1/27/23 the same light is on & now the *** light. I have complained to carshield with no solution or help. I want help please.

  Business Response

  Date: 01/30/2023

  Thank you for bringing this to our attention.

  CarShield does not sell vehicles to customers. We sell vehicle service contracts.  The notes on your file state you told your sales representative you bought the vehicle from Carvana. Since this would be a pre-exisitng condition, we will cancel your contract, refund you in full and we suggest you contact Carvana with the issues.  

  Customer Relations

   

   

   

  Business Response

  Date: 02/17/2023

  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 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
  
  

• Initial Complaint

  Date:02/09/2023

  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 2020 **** Mustang from Carvana and picked it up on 1/31/2023. After receiving the car I noticed fairly significant cosmetic issues with the car which were much worse than what was indicated on their website. It had numerous very visible scratches on the roof, significant wear and discoloration to the driver's seat, paint chips down to the primer on the passenger mirror and scrapes under the front ground effects. None of which was indicated on their website and are far more obvious than what they did list. They have agreed to fix the driver's seat but not any of the other issues. I did obtain an estimate for the concerns (not including the driver's seat) which came to $1408.95. I was not able to view the car before completeing the purchase because they are not an authorized dealer and only a delivery depot in ******** (not sure if it is the same elsewhere).

  Business Response

  Date: 02/10/2023

  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 resolved their complaint directly 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
  
  

  Customer Answer

  Date: 02/12/2023

  The issue was not resolved, I did inform Carvana during my last conversation I had with them that I was not satisfied with their "resolution".  Since we weren't able to come to an agreement directly I informed them I would be filing the complaint through the BBB.  As it seems this will also be ineffective, I will be filing through small claims court and publically.

  Business Response

  Date: 02/14/2023

  Dear BBB, 
  Thank you for bringing our customers additional concerns 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 our warranty providers, ********** has 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:02/09/2023

  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.

  May 2022
  The first one was a 2013 Chevrolet cruze Ls and I noticed my car was driving weird and the ac didn't work properly. I had a mechanic come by and they saw there was milky substance in the coolant reservoir. I was told to send it back because it's dangerous to drive on that.
  June 11 2022
  I received my 2nd car from Carvana a 2013 Chevrolet Cruze Lt($14.639.33). I paid $669.33 out of pocket because Navy federal said their price doesnt match the value. August 2022
  my car overheated leaving me stranded at night after work. I had a leak that got worse over time. The Chevrolet dealership replaced and fixed hoses and heater core $1536.62. Silverrock paid majority of this fix. My car was out of commission for 10 days. I had to use uber/lyft and went to get a rental car from enterprise.
  October 2022 my car overheated again so I went to Tire choice for water outlet repairs and replacement $580.73. My car started to struggle with acceleration mid December. January 2023
  My car overheated again with a major leak. It really started to struggle going up hills. I took my car to Tire choice and they replaced my water pump and a flush $553.06
  February 2023
  My car stumbles hard after red lights and as I drive on the interstate acceleration is an issue. While I'm accelerating my speed will decrease until it can catch after a stumble which is seriously dangerous. I also had engine codes come up this week. I don't feel safe on the road with my car anymore and today it's going back to the Chevrolet dealership for repairs which will be pricey, more likely than not. There's Lemon laws and this car defiently falls in with it. I've had my car out of commission for atleast 19 days since I got it. I'm looking into trading the car but I still have alot left to pay for my loan. It's hard to get it down because of the constant repairs and it's messing with my transportation to get to work. I've had to call out to fix these issues

  Business Response

  Date: 02/10/2023

  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 mark with your vehicle while completing our 150-point inspection. 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: 02/12/2023

  I understand that is the common statement given to all customers but if the inspection was missed, shouldn't you guys be accountable for that mistaken? Within the 100 days there were already issues. If you're selling product ALL should be thoroughly inspected. Cars with faulty features can lead to alot of injuries or fatal accidents. Brushing your hands after you received a check is a scam. Im not looking for the entire refund of the car just something to compensate how much I've already spent so far. It hasn't been a year and that strictly falls within the Lemon laws.  (59.1-207.9 - 59.1-207.16.1) MY car is in the shop for the 4th time since June 2022. That's 8 months and has been out of commission for 20 days. The value of the car that you sold me DOES NOT match the price I paid. I hope you can understand that and follow through with some sort of compensation. 

  Business Response

  Date: 02/13/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account the customer’s Limited Warranty of 100-day/4,189 miles has expired and no extended coverage was added to the purchase. Therefore, we will not be assisting with any repairs or reimbursement. 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: 02/22/2023

  No I still decline. It doesn't matter about the 100 day warranty. There's Lemon laws that state 18 months. If your car is out of commission or have had reoccurring issues within the time frame the dealer/seller is obligated to be held accountable. This is the newest repair I just paid. Adding up all of my repairs is atleast $4000 or more. If Carvana wants the car back so i can get a refund I would gladly set a time for them to pick it up

• Initial Complaint

  Date:02/09/2023

  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.

  Our daughter, ******* purchased a car from Carvana and took delivery on Jan. 5, 2023. Prominently displayed on the dashboard was a laminated card explaining Carvana’s Referral Program. It stated in writing that anybody who purchased a vehicle from Carvana through a referral would receive a $500.00 discount on that purchase, and the first buyer (in this case, our daughter, ******), would receive a $100.00 check in the mail for providing the referral.
  
  I *******, spent considerable time researching available cars on Carvana’s website, deciding upon a vehicle, and arranging finances to purchase the vehicle. I followed all of the instructions on the laminated card “exactly to the letter”. I moved funds that had been liquidated from retirement saving to my checking account. I started the purchase on February 4th. I called 1-800-333-4554 as directed on the card and spoke with a representative named ******  He informed me that the Referral Program had ended and refused to apply the promised discount. NOTE THAT the card had no expiration date, and I was using it within 30 days of receiving it.
  
  Frustrated because her $100.00 referral check was not being provided, our daughter ****** called Carvana and spoke with a rep named ********** also on February 4th. ********* said the program was discontinued, giving conflicting discontinuation dates of January 9th and “December”.
  
  I followed up with a phone call to Carvana representative ******* *sp?) on February 6th. She told me that many, many people had been calling complaining over the same matter. This indicates to me that this is a widespread problem with Carvana.
  
  This is both Deceptive Business Practice and False Advertising. Based on the laminated card prominently displayed on ******’s dashboard, I spent considerable time and effort. There is no expiration date on the card, and I attempted to use it in a timely manner. If Carvana discontinues such a program, they need to give advance notice and not simply fail to honor written offers that have been made that are accepted in a timely manner.
  
  I ask for the following remedy:
  1. Send me (David) a check for $500.00 to reimburse for the promised discount.
  2. AND send my daughter ****** the $100.00 check she was promised for recruiting a new customer.
  
  This request is very reasonable. Please note that I am asking for EXACTLY what was PROMISED in writing in the paperwork that Carvana included and prominently displayed in the first vehicle my family purchased. There was no expiration date, and I attempted to use the offer in a timely manner. I am not asking for anything above and beyond what was promised in writing – I am simply asking for what was promised in the written paperwork that was included and prominently displayed with the first purchase our daughter made. I ask for these two checks to be delivered not later than March 1, 2023.

  Business Response

  Date: 02/10/2023

  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 customer’s account, it appears we have resolved their complaint directly with them. On January 9th 2023, Carvana discontinued the referral program for all states. We do apologize for any missed information that was provided. Since the customer created his account on the 23rd of January, we will not be offering any discounts or reimbursements to their order. 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: 02/10/2023

  Carvana claims that they have resolved this dispute directly with me. That is factually not true. They have not contacted me after receiving this complaint, nor have they addressed the core issue here. They made written promises in the documentation of the first vehicle my family purchased from them. They have simply stated the offer expired (without notice). There was no expiration date on the offer, and I acted in a timely manner.  If they phase out a written offer, they owe it to the consumer to provide written notification WITH AMPLE TIME FOR THE CONSUMER TO ACT. 

  They did not reach out to me in response to this complaint as they indicated they did in their response.  I once again re-iterate my requested resolution: to simply honor what was put in writing, which I acted upon in a timely manner.  My request is completely reasonable Carvana’s response is not acceptable.

   

   

   

  Business Response

  Date: 02/13/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team worked with the customer on 2/6 and 2/7. The customer was informed both times about our referral program being discontinued as of January 9th. We understand the customer may have further questions regarding their concerns and encourage them to contact 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: 02/22/2023

  I do not accept this. On February 13th I took delivery of the second car my family purchased from Carvana in 5 weeks. Prominently displayed in the cup holder between the front seats was ANOTHER laminated card promising a $500 discount to the second buyer and a $100 check to the first buyer. Carvana CANNOT in good faith say the program was discontinued in January days before I tried to use it and then deliver ANOTHER car with this same offer prominently displayed in the vehicle in February. With this happening twice, this demonstrates a PATTERN of FALSE ADVERTISING and DECEPTIVE BUSINESS PRACTICES. One of the Carvana reps I spoke with told me MANY people were calling in with the same complaint. Again - this demonstrates a PATTERN of deception and false advertising.  

   

  I once again re-iterate my simple and very reasonable request: Carvana needs to simply honor the offer they put in writing and prominently displayed not once but TWICE: Refund me $500 and send my daughter a check for $100. I am not asking for anything more or anything less that the WRITTEN offer that was made - and repeated AFTER Carvana’s alleged expiration date. Carvana is STILL making these offers to boost car sales, but not honoring them. 
  

  If I can figure out how to do it, I will upload the photo of the SECOND offer that was made on 2-13-2023. The picture was taken in the exact location as displayed when the car was delivered. I never touched it before taking the picture. 

• Initial Complaint

  Date:02/08/2023

  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.

  Had the vehicle less than a year the engine is starting to shake at idle Still getting the smell of coolant after the radiator was replaced 3rd brake light started leaking so I had to put silicone around it to stop it from leaking inside the vehicle And there is a slight tick in the engine

  Business Response

  Date: 02/09/2023

  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 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: 02/09/2023

  I do not accept the business  response

  Business Response

  Date: 02/10/2023

  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 customers 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 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:02/08/2023

  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 car from Carvana with 2 sets of keys. One of the sets that they gave me does not belong to this car at all. They are refusing to compensate or fix the issue. I paid extra to have 2 sets of keys and that was the whole reason I picked this car over other ones. **************** from ********************** says I have 1 day left but theyre telling me the warranty compay silver rock says I have 0 days left. So they wont honor their 100-day warranty. However this is theft by deception. They tricked me into thinking this car had a spare key when it did not so that they could charge more. I ended up locking my main key in my car and thats how I discovered the spare does not work. They would t send roadside service out unless I told them the mileage of my car which was impossible because I couldnt start it. And I cant cover out of pocket costs and wait for reimbursement that they will probably never give me. It is not programmed for this vehicle and has completely different grooves in the key and doesnt unlock the door. Spoke with customer service several times and they refused to escalate the issue to hire management. Its their duty to make this right because they messed up. Theyre a bunch of liars, cheaters, and scammers. They used to be a better business 2 years ago. The amount of issues Ive had purchasing this car is outstanding. They should change their slogan to Carvana where we will drive you insane Im asking that Carvana finishes what they started by giving me the correct key to my vehicle or a refund of the amount it costs for a 2018 ******* Tucson Key. Why should I have to pay out of pocket for something I already paid for. As you can see from the screenshot Carvana says I still have one day left for them to fix my issue and they are telling me I dont.

  Business Response

  Date: 02/09/2023

  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 resolved their complaint directly 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