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

4,857 total complaints in the last 3 years.
1,727 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:10/31/2022
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. July 2022 I purchased a 2016 Jeep Compass 2. They rescheduled the delivery about 5x before informing us that vehicle we purchased was even in stock 3. August we picked a 2014 ****** Mirano with $8000 down at a $16500 price, set for delivery on August 12th Rescheduled again for August 22nd 4. August 22nd arrives, and the vehicle is finally here 5. The ****** was damaged in transport so Carvana agreed to pay for the repairs to the trunk and roof liner 6. 6 days passes and we start to notice some things like the front speakers are blown, the interior truck has several stab punctures 7. 14 days pass and the vehicle stops working 8. Carvana tows it to a local ********* the same day to find out it needs a new transmission 9. 5 days pass and Carvana finally tows it to ***** of Reading, ** and charged us $55 to tow it 10. Carvana informs us that this is "no longer their problem because this is the assumed risk of buying a used vehicle"11. ***** calls us inform us that the transmission failed he is ordering new one 12. Silver Rock approves the claim but for some reason will only pay for a refurbished transmission 13. The owner of ***** recommended a new transmission because the trans of that year are faulty 14. The ***** owner contacted us to keep us in the loop and we told him to go forward with ordering a new trans 15. Carvana orders a refurbished transmission anyways 16. ***** of reading rejects the refurbished transmission costing us $550 out of pocket 17. The ****** is finished with the trans work and picked up October 22, 2022 18. The next day the car won't start due to battery failure 19. I contacted Silver Rock to let them know that we have driven this car for a total of 16 days, put a total of $8000 down, $400 in monthly payment thus far, $600 in repairs and now I need another $220 just to drive my car finally 20. Silver Rock will not cover the battery costs
Business Response
Date: 11/01/2022

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:10/31/2022
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 purchased a car through them February 2022, They provide a 7 day money back guarantee, or 100 days or ***** miles if something is wrong with the car. I took the car to get diagnosed for a sound it made upon arrival. It was diagnosed by PepBoys in ****, ** one of CARVANA's preferred mechanics, the insurance company they use Silver Rock denied the claim- I had it diagnosed privately and a whole component needs to be repaired. Something that's not covered- PepBoys didn't do any further diagnostics because they were denied by the insurance company. After speaking with everyone today they just get referring me to each place i.e. Carvana, Silver Rock and PepBoys- no one will take responsibility and the ultimate issue is that I would not have kept the car knowing it needed some extensive mechanical work done. Carvana, Silver Rock and PepBoys will not state that any of them are in the wrong and to reiterate they just keep giving me "faux solutions" of calling back the other places because everyone is blaming everyone else and no one is interested in helping me fix the problem.
Business Response
Date: 11/01/2022
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: 11/01/2022

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:10/31/2022
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.
Had 3 different delivery dates. First canceled and rescheduled 4 days later. Quadruple checked that the delivery date was set and firm because I was flying out of town 4 days previous. Explained that I was attending a funeral and would fly back the delivery day, pick up my young daughters, and drive back to the funeral {600 miles}. Was told no problem, car would arrive on the 27th of October. Called twice and confirmed, even while out of town, cars delivery date. Two days before second scheduled delivery, I received a text {only} that my new delivery date was October 31st. I immediately called and was told it did not get to the check point on time. I explained again this was going to cost me thousands of extra dollars! I offered to pay a transport company myself and have it picked up, or drop it off at a closer location, Anything! The agent was soo indifferent and insensitive that I may as well have been talking to a virtual person. She also told me she was the last word when I asked for an escalation and added they would not help either. She was true to her word. I paid 1200 dollars alone in tickets. I had to fly my children in with 2 days notice, change my ticket to fly home with them, and MANY additional expenses that are too long to go into. The car did come Monday-delivery person was phenomenal-but the key fob was broken and there was no owners manual 32,000 car! When I called customer service they reiterated they were sorry about the delays but it is in the contracts they are not responsible for delays. They were paid in full 9 days before the car was actually delivered. I will be contacted by text or email within 3 days to pick up a working key fob. It may not be a Cadillac fob however, its with their partner company. Owners manual is missing. I was told to go download one or they could send it to my email. I explained that was not practical if I needed it in the car. Once again I was told its in the contracts.
Awful WORST customer service EVER!
Business Response
Date: 11/01/2022
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: 11/03/2022
I have Not had any response whatsoever from the business. They have failed to contact me, so the very first step has not been attempted!
Business Response
Date: 11/03/2022
Dear BBB,
Please refer to the attached document as this contains our response to this rebuttal.
Thank you,
The Carvana Team

Customer Answer
Date: 11/07/2022
They Still have Not contacted me while telling you they will do so in a timely manner.
Initial Complaint
Date:10/29/2022
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 purchased a vehicle from Carvana.Upon taking delivery I noticed that the car had sustained damage at some point.Per Carvana's policies I refused delivery on the spot.I was told the funds would be transferred back to my bank in 5 to 7 business days, and it wasn't.I have called customer service multiple times since then.All they can tell me is they don't know where the funds are right now.This has been going on for 3 weeks now and resolution.I have a payment due this week for a car I don't own.Carvana has been an absolute nightmare to work with and has been less than forthcoming with information regarding the refund to my bank.They owe my bank over $37,000.Please help!
Business Response
Date: 10/30/2022
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:10/28/2022
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.
On 22 October my wife and I were shopping for a 2nd vehicle to use for my personal commute back and forth to appointments, work, etc. She currently has a vehicle for her self-employment, so this would be for myself. After looking on Carvana and finding a vehicle that was A. within our limited budget, and B. that would work for us, we started the process of agreeing to the terms, and beginning the process. After picking out a delivery date of 29 October, submitting my income documents as requested, signing legally binded buyers purchase agreements, obtaining a bank drawn cashier's check, adding the vehicle to our insurance, and uploaded all documents pertaining to such, per Carvana's requirements, we waited. On 27 October, we received notification that Carvana would also need my wife's income as well, which was not asked for prior, but was provided only to find out that Carvana would not accept her income due to her self-employment status. After spending most of the day talking to representatives, we determined that one of the companies she entered into contract with, provided a signed declaration of non-Disclosure, as well as constant earnings statements, which those alone should have satisfied the requirement, but did not. on 28 October after submitting further documentation prior to their deadline for a 29 October delivery pickup date, including the signed NDA, as well as pay statements and bank statements, Carvana let the deadline pass without consideration, and our order was subsequently canceled. After contacting Carvana customer service for a fourth time in two days, and while still on the phone with them, a supervisor whom I'd been promised would call prior to the deadline this morning, finally called and reiterated that because she wasn't a W-2 employee, they would not accept her income, and notwithstanding, we were merely out of luck, unless we utilized an outside third finance company.
Business Response
Date: 10/30/2022
Dear BBB,
Please refer to the attached document as this contains our response to this complaint.
Thank you,
The Carvana Team

Customer Answer
Date: 10/30/2022
The issue has NOT been resolved in regard to Carvana's Yo-Yo Financing policies. Please see attached signed buyers purchase agreement for further proof that Carvana will require you to obtain vehicle insurance, obtain a cashier's check (which is extremely difficult to cancel after the fact), sign buyer's purchase agreements with any and all signers, co-signers, as well as Carvana representatives. Dealerships require this only after you choose a vehicle, the finance manager looks at information and obtains financing, and both the consumer and dealership agree on terms. Then you proceed with everything required for delivery. Carvana's policy is to make you sign everything, and obtain everything first, then deny later, putting extremely difficult terms, or requiring a larger down payment. This is, by legal definition consider Yo-Yo financing, which is fraud. They also have a front AND back copy of my cashier's check I uploaded, so I am EXTREMELY CAUTIOUS in that they haven't or won't take the deposit I sent as a down payment, and I won't be able to cancel the check due to it being bank drawn, and no verified proof of coming out of an account as its bank drawn and not out of an account, with no way to draw funds from checking/savings account, rather drawn from internal accounting funds at the bank. My statement still stands, notwithstanding CARVANA stating this has been resolved, Carvana's fraudulent processes of appearing to customers that they have completed their purchase by signing contracts, requiring vehicle insurance, and obtaining cashier's checks, along with subsequently uploading the cashier's check and vehicle insurance to Carvana's website as if everything were good. Carvana has NOT held to their end of the deal, and as such, my requirements for what would be considered an acceptable response still stands.
Business Response
Date: 10/31/2022
Dear BBB,
Please refer to the attached document as this contains our response to this rebuttal.
Thank you,
The Carvana Team

Customer Answer
Date: 11/03/2022
Again, I cannot, neither in good conscious nor in good faith, accept the copy/paste response from Carvana for their second response, in regard to their first response, with no additional information, nor attempt to provide a resolution to this. Please see the attached web link, taken directly from Carvana's website, regarding self-employment, which can be found at: Learn About Self Employed Proof of Income | Carvana. In no area regarding financing with Carvana is a published list of exclusions regarding income. Furthermore, Carvana clearly lists which documents are required in individual situations, including self-employment with proof of contract. Notwithstanding, the Finance Provider that Carvana utilizes, Bridgecrest Acceptance Corp, independently verified that despite the one and only voicemail received by a supervisor shifting income requirements from Carvana to Bridgecrest, the lender owned and operated under the same family of brands, including DriveTime as well as Carvana, GO Financial, to wit: is Bridgecrest, did not, and does not, in fact, have such income limitations, including self-employment with signed contract, and earnings statements. This was false information given on behalf of the supposed supervisor, whom yet is to have called back after the one voicemail he left, although he did state "if he has time", which apparently, he does not. It is one thing to require verification prior to completion of an order for a vehicle, however, to require a consumer to obtain a cashier's check, as well as an insurance policy, and scheduling a date to take possession of a vehicle, gives consumers the false and misleading assumption that their order is good to go for delivery. Further, multiple representatives in chat had stated everything looked good, and on track for delivery of the vehicle. The amount of time that we have taken, including multiple phone calls to Carvana, spending hours at a time with Carvana representatives and underwriters, and satisfying Carvana published requirements, has been extremely frustrating. I have provided the BBB with ample proof that there should have been no reason that Carvana has given, to date, that they could not have come up with a resolution to their internal "policies". It is my opinion, and solely my opinion that Carvana engages in an unethical manner of misleading consumers by making them think that they are on-track for an on-time delivery, requiring them to obtain down-payments and insurance binders on vehicles they may not actually receive.

As Carvana has made no attempt at coming to a resolution, and instead, are offering false information, combined with blanketed generic and highly scripted copy/paste responses, I therefore, do not, and will not accept the response from Carvana to the BBB.
Initial Complaint
Date:10/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a 2013 BMW and it came with undisclosed body damage. Carvana said they would take care of all cosmetic issues that were not disclosed in the purchase ad. The delivery driver only put in what he noticed amd gave husband and I 7 days to have the rest of the cosmetic issues submitted. I went to the body shop carvana and silver rock told me to go to. I had 3 more additional cosmetic issues to add. I went on the app on my phone like the delivery driver told me to to add the issues, there was no where to do it. I went online ,there was no where to do it. I texted carvana, they told to tell the auto body shop to add the issues to the estimate, so I did and the lady at the auto body shop confirmed that's how they do it with silver rock. I did this all within the 7 day time frame. I waited almost 3 weeks to get the estimate. I then call silver Rock to see why things were denied. They told me I didn't do things the proper way and I'm out of luck, they transferred me to carvana customer care. I spoke with Mark he said he would keep submitting my claim till SilverRock approved it as it says they were covering all cosmetic damage not disclosed in the presale ad, it even said it in the computer system Mark said ark said I did everything correctly within the 7 days and he belived me. So I called back a week later they said Mark would call me. I spoke with another lady amd she said my account wasnt working right to do the issue add on like the delivery driver said.NO CALL BACK! I CALLED BACK AND ANOTHER REP SAID AHE WOULD CALL ME OR HAVE MARK CALL ME BY END OF DAY 5PM EASTERN TIME, NO CALL BACK! They are avoiding me completely and keep giving me the run around and will not keep thier word on fixing all cosmetic issues not disclosed in the pre-purchase sale. I would like this taken care of, who wants to drive a BMW that's beat up and have a big car payment?
Business Response
Date: 10/30/2022
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: 10/30/2022
I have been told several times that I will be called back. I called on 10/28/2022 again and a representative took my information and said a supervisor would call me on 10/29/2022 as this issue was aboue her. I have yet to receive that call. I have not been contacted by Carvana at all since i have been calling . I have been patiently waiting for a phone call to resolve this issue they said they were going to take care of from the beginning of purchasing the vehicle on Sept 8th 2022.
Business Response
Date: 10/31/2022
Dear BBB,
Please refer to the attached document as this contains our response to this rebuttal.
Thank you,
The Carvana Team

Customer Answer
Date: 11/03/2022
They currently reached out to me but have yet to fix the issue at hand and it has to go thru manager above the person I spoke to.
Initial Complaint
Date:10/28/2022
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 car from Carvana this July 2022 They told us they were able to transfer our disability plate to our vehicle with our a problem.They issues us a 90 temporary plate and we heard nothing more.Bwginning of September were were sent a power of attorney for my wife to sign giving them permission to use the plate.It was signed and sent back the very same day via FedEx.The temporary registration is due to expire on November 4 and we are now told their estimated registration delievery is Nov11 to Nov 22 making this vehicle undrivable for a significant period of time.Thwy offer no reimbursement for our time having to find other means to get to work Their representatives offer no solutions or answers just I'm Sorry I'm sorry.This business practice is not acceptable
Business Response
Date: 11/01/2022
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:10/27/2022
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.
10/26/2022 i was pre qulified for a loan and signed up for it and was doing all the steps once it got down to the insurance i picked there insurance and paid for it, Right after i did that they tell me im not qulified for a load but then would not give me my money back for the insurance. so they scammed me out of 235 dollars
Business Response
Date: 10/28/2022
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
Initial Complaint
Date:10/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a car from Carvana on 8/11/2022. I am still waiting on my car registration so I can schedule to get car inspection stickers. Ive contacted Carvana multiple times via phone and text supposedly its on it way to being completed since early September but hasnt happened yet. I keep getting the run around. Ive made 2 car payments per the purchase agreement. My temporary tags expire within the first week of November
Business Response
Date: 10/28/2022
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:10/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 2018 ************ limited from Carvana and it was delivered on June 15. here it is October 27th and I've have yet to get my vehicle plates after informing Carvana that I moved months ago. Due to the delay of my plates i have been pulled over multiple times and one time resulting in my vehicle being impounded and having to pay over $1500 in fees to get my vehicle back. I was humiliated and missed several days of work because of this now i have kept my car in the garage because I cant afford to be pulled over and to deal with such a traumatizing experience again. I've reached out countless times and all I've been told is to go back to my old house and look for the plates thats a 30 min drive from where I live now! and taking that drive is just not worth it here in the state of IN. I also work 8-5 so getting there conflicts with my schedule i'm not sure if anyone lives there now but I don't want to intrude or trespass on the property I no longer own. I need to be properly compensated for my inconvience i need someone a real human to call me and let me know whats going on and why on earth is this even happening!
Business Response
Date: 10/28/2022
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

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Carvana LLC is NOT a BBB Accredited Business.