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

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  Carvana LLC

  1930 W Rio Salado Pkwy Tempe, AZ 85281-2207

• 

  Carvana Nashville

  4270 Kenilwood Dr Nashville, TN 37204

• 

  Carvana

  7201 Appling Farms Parkway Memphis, TN 38113

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:09/07/2022

  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 bought a car from them. It was delivered August 26th. Nothing but issues with the car. I sold them a car with no issues. But they sold me a lemon. They refuse to help resolve the issue

  Business Response

  Date: 09/08/2022

  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:09/07/2022

  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 530i M on August 3rd. It was delivered with service lights on and Carvana refuses to make repairs even after I reported the issues within the 7 day period but got the official diagnostic 2 weeks later. Carvana promised to fix my issues when I called only for me to be denied. It is important to note that on August 9th I called to return the car but did not after they promised to fix the car. Oil light on and ****** miles overdue for oil change, bad rotors, pads, shocks, struts, back tire middle treads worn, brake fluid flush shows 3/2022 due date in the system, and on 9/6 the check engine came. It is worth noting on August 9th I requested the car be returned but Carvana promised to fix the issues related to the service lights and the squeaky and scrubbing brakes. I did not discover the host of issues until the diagnostic was run on August 22nd. I had no idea I would be presented with so many issues for a "Certified" car. I've only put ***** miles on this car and there is no rational basis for the host of issues to be caused by normal wear and tear.

  Business Response

  Date: 09/08/2022

  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:09/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Finaced a vehicle back in march 2022, received the vehicle and noticed issues when accelerating, now 5 months later my transmission is out on my vehicle there was only a 100 day warranty and the one repair that was done that was diagnosed by a repair tech did not help my vehicle, found out that my transmission is out. Carvana is unwilling to help me at all.

  Business Response

  Date: 09/08/2022

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have contacted our customer, and have resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist.
  
  Thank you,
  
  The Carvana Team
  
  
  

  Customer Answer

  Date: 09/08/2022

  Hi,

   

  Unfortunately this is now true. No one has contacted me or even made an attempt. I havent heard from ANYONE. If anything I am constantly reaching out trying to get a resolution or even asking to speak with managers and there is never anyone available to speak with. Or the agents just tell me its nothing they can do and are unwilling to escalate further. So no there has been no contact to me on their end it is a lie.

  Business Response

  Date: 09/09/2022

  Dear BBB,
  Thank you for providing further insight on this situation.  Upon additional review of the account it looks like our team has worked with the customer and provided a resolution.  We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website.  If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.

  
  Thank you, 
  Carvana Team
  

  
  

  Customer Answer

  Date: 09/12/2022

  I have not spoken with anyone from Carvana. There has been no contact made to me regarding my vehicle. There is no resolution because no one has contacted me and I have proof that no one has contacted me. The company is being dishonest. The last contact was me calling them on 9/3 and staying on the phone for 40 minutes begging them to help me because my transmission is out and their warranty expired after only 100 days. My transmission failed. Which means they sold me a bad car. There is no way my transmission should be out after only having my vehicle 5 1/2 months. They are not wanting to take the car back, they dont want to exchange it out for another car of equal value. And they dont want to cover the cost of replacing the transmission. They have absolutely not been in touch with me. Not by email, not by text, and not by phone.

• Initial Complaint

  Date:09/07/2022

  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.

  Carvana agreed to pay for an interior door panel to be replaced through ********** warranty The exact panel could not be found. The repair facility suggested csrvana replace both door panels to match Carvana said no I will have to live with the fact that my $40,000 vehicle will have 2 different colored door panels

  Business Response

  Date: 09/08/2022

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this complaint. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  
  Thank you,
  
  

  Customer Answer

  Date: 09/08/2022

  I am still waiting for the upper management to contact me reguarding this matter

  Business Response

  Date: 09/09/2022

  Dear BBB,
  Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates is in contact with our customer. If additional answers are needed, we ask that our customer communicates with their case manager. If the BBB has any questions during this process, please let us know, and we will be happy to assist.

  
  Thank you,
  The Carvana Team
  

  
  

  Customer Answer

  Date: 09/14/2022

  waiting for ****** to call me back

• Initial Complaint

  Date:09/07/2022

  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 2016 KIA ******* VIN ***************** on 07/27/2022. I also received paperwork to register the vehicle at the tag agency. When trying to accomplish that, I was informed that there is an existing lien on the vehicle from Union ******************** dated 7/13/2021. When calling Carvana about this issue, despite insisting that I believe they should fix it, I was transferred to their loan company, Bridgecrest. Where, I was promised by their representative over the phone that this issue is assigned to the corresponding team and I get information over the mail and/or email. Nothing happened for a week, so I re-submitted my issue over their website. I got an automated answer without any specifics, asking me to call them again. Which will lead to a situation again that there is still no paper trail, any written confirmation of this issue. Carvana itself does not even let complaints filed on their website, and their seemingly fancy system claims that, I cite, "Your registration is completed!", without allowing me to confirm if it is in fact true.As a result of all this, seeming the same vehicle has two liens, one old and a new one from Bridgecrest, which should be a legally problematic situation that Carvana/Bridgecrest should resolve ASAP.I can only speculate but what might have happened, is that when Carvana purchased the vehicle, out of greed it failed to check that the seller's loan has been paid first, and that person might have just cached in the full price.I just need a written lien release provided by either Carvana or Bridgecrest.

  Business Response

  Date: 09/08/2022

  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:09/06/2022

  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 2017 Kia ******* The vehicle took a few weeks to deliver. A few hours prior to delivery, I started to receive text messages from the delivery agent that the car was extremely dirty and did I still want it. Because we were in dire need of a vehicle, we went through with delivery. The car was dirty as described, a missing interior trim piece and some loose carpeting. Later, additional details came to light. The car had a strong deodorizer smell at first. When it dissipated, an extremely foul odor took over. When we turned the air conditioner on it became much stronger/worse. When our child sat in the backseat, she noticed that the seat would not lock in place and we as sliding around on its tracks. The approved warranty repair company does not address seat repairs. An out of network repair appointment cannot be scheduled until after the return period expires and I cannot get a manager on the phone. Carvana refused to cover the actual cost of interior cleaning and they refused to cover the actual cost of an equivalent rental vehicle while I wait for an appointment for the car to be evaluated. The car was delivered in an unsafe and unsanitary condition. I question if the car was even inspected at all and Carvana refuses to have the car rechecked for safety despite the extensive issues.

  Business Response

  Date: 09/07/2022

  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:09/06/2022

  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 recently purchased a car with a limited warranty after going to 2 of the preferred shops on the list for my warranty my car is still not fixed the repair people tell me one thing and report something different to carvana.The car is a lemon, I havent had the car a full month and it wont start the car needs a new battery fuel pump,shocks,tires brakes and rotors l. while I understand that only certain things are covered under warranty a battery should be covered if it is clear that I didnt defect it I bought the car 8/9/22 since then the check engine light has come on and the car wont even move, carvana is not willing to assist or consider making an exception to the battery the battery repairs are close to $500. I fully understand how a contract works but I dont understand how someone can sell me a car and it has broke down within 3weeks and the people I bought it from basically said wear and tear items arent covered and they cant do anything, but it was wear and tear before I bought the car the car doesnt move after 3 weeks I didnt know it was legal to sell someone a damaged non working vehicle with a defected battery its one thing I have to buy new tires rotors and even shocks but a battery should be paid for even shocks its a hazard I was told because the shocks arent completely Broke the warranty wont cover it but the mechanic says they are really bad and seeming but then the warranty people get different info I feel like carvana is giving me the run around and in the meantime I still have to pay for repairs plus monthly expenses on a car that wont start

  Business Response

  Date: 09/07/2022

  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:09/06/2022

  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 traded for a 2018 ****** Kicks from Carvana on 8/23/22 and within the first ************* became unsafe to drive due to a severe oil leak and cracked catalytic converter. When trying to trade the vehicle for a 2019 ***** Trax using Carvana they stated that my employment could not be verified for a purchase. At this point, I stated that I would like to sell my 2020 ***** Sonic that was used as a trade-in and have them pick up the ****** Kicks from the repair shop where it was sitting at. After a week of being told that my check would be overnighted to me, I was informed that nothing had been done concerning rendering payment for the ***** Sonic. I informed them that I needed the payment in order to get a working vehicle and was informed payment would be sent via overnight check. After getting off the phone, I received another call stating that payment could not be rendered and that I was still in possession of all vehicles involved. At this time I would like to receive the payment for the 2020 ***** Sonic and have Carvana pay the remainder of the loan with ***** Fargo as per the original agreement.

  Business Response

  Date: 09/07/2022

  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:09/06/2022

  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.

  NOT HAPPY With this company!! We just found out that they sold a car out from under us essentially after a botched order adjustment and lost our car with no call back. We would still be waiting for it hadn't we called to re confirm. I will follow up and add much more info but I need to keep it moving per deadlines!!I have recordings of the whole process.To boot they were rude upon escalating the call and disconnected. (Also recorded)Currently editing footage as to share our BAD experience on social media and the like. Considering putting some ad dollars in this campaign. So Frustrated with them!!

  Business Response

  Date: 09/07/2022

  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 are currently working directly with them to resolve their concerns. 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:09/06/2022

  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.

  I purchased a 2016 Infinity Q50 from Carvana in April of 2022, This vehicle was an exchange. There was a white electronic sticker where the Inspection sticker went. I didnt notice this for some time. I recently went to get it inspected and its not registered. Carvana states that that the registration is uploaded to their dashboard as a company policy, yet this was never done. Ive now wasted time on the chat, my wife on the phone for a few hours with no resolution. They state the vehicle was registered yet they cant provide a date, time, or area that this was done and again they didnt follow their own policy of uploading the document. I am now forced to drive illegally. I had recently heard from a friend this a relative had the same exact issue where they couldnt get the registration / title, etc and I am seriously concerned they do this frequently.

  Business Response

  Date: 09/07/2022

  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: 09/07/2022

  Nothing has been done by the business.  They told my wife that they would call us on Tuesday night and again they failed to complete their requested action.  There is no communication, no follow up, and they have yet to provide the actual registration. 

  Business Response

  Date: 09/08/2022

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and we have worked directly with them in regards to this complaint. We are have provided the customer with the proper next steps, ae have completed the registration for this customer and explained what needs to be done by the customer to obtain that completed registration. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 09/12/2022

  Nothing has been done by the business.  There has been no change.  Telling me to inspect my car first and then register it isn't a valid answer.  In PA, I need my registration first and then I can inspect it.  I never knew I was buying cars from Carvana that they didn't inspect and didn't register.  I've never purchased vehicles that aren't inspected and I didn't even know it was legal to sell cars, finance them, and not register, or inspect them.  Carvana has still not called my wife, or I back about our complaint and I expect financial returns for the amount of wasted time I've spent trying to legally be able to drive a vehicle I purchased from Carvana.  As of 9/12/2022, my registration still isn't uploaded to my dashboard.