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

4,859 total complaints in the last 3 years.
1,729 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:09/04/2022
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 three months ago and have driven less than ***** miles. Carvana claims that it does 150 point inspection on vehicles before selling however, since purchasing the car I have had the following issues: 1. Transmission failed (*****) 2. Need new rotters and brakes ($800) 3. Door hinge issues While the cost of transmission was repaired by insurance warranty- I went without a vehicle for nearly 3 weeks and had to cover the remaining expense of a rental car ($400 reimbursed by insurance $300 covered by myself) and then had to go without a car for an entire week which prohibited me from going to work or being able to take my son to school since I couldn't afford another week of rental car. Additionally, the other repairs are not covered by insurance, although for a company claiming to do an inspection prior to selling the vehicle these issues would have been uncovered- therefore Carvana is unjust and didn't fullfill their end of our signed contracted. I would like to return the vehicle in full or to be compensated for the repairs and rental vehicle required due to their lack of inspection.
Business Response
Date: 09/05/2022
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,
The Carvana Team

Customer Answer
Date: 09/06/2022
I'm in conversation with their customer support for the previous complaint filed that was closed and their support team has not resolved the issues.
Business Response
Date: 09/06/2022
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

Customer Answer
Date: 09/07/2022
While I understand that you have processes and procedures it does not go without noting that my issues hasn't been resolved nor does it replace the fact that best practices in place at your company has led to misrepresenting the car that was sold causing the issues of which why this BBB complaint is open.
Initial Complaint
Date:09/04/2022
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 September 17, 2021 I bought a used 2013 **** 500 C Abarth Convertible VIN: ***************** for $20,393.85 from Carvana. My car underwent the 150-point check by the company, but they purportedly missed that it was in a major accident, which reduced its value by $4000-$5000! This was discovered during a recent repair related to the damage because the car floor is bent. I approached them about this issue, but they stated that this fell outside the warranty because discovered almost a year later. I was defrauded and Carvana is not willing to honor their responsibility in selling me a damaged car. I do not expect them to buy back the car, but I expect compensation for the difference in value because of the damage, about $5000.
Business Response
Date: 09/05/2022
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: 09/06/2022
Dear BBB Representative,

Carvana flatly rejected any responsibility or accountability. There was no resolution of the complaint as far as I am concerned. They are simply giving me the run-around. Please take next appropriate steps as Carvana is not behaving ethically.

I look forward to hearing back from BBB about next steps! Sincerely, -*****************************, PhD
Business Response
Date: 09/07/2022
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: 09/08/2022
Dear BBB Representative,
Carvana has told me that they consider this matter closed because the warranty period expired. I do not see any point in contacting them to re-explain their position. It does not appear that they are planning to change their position and take responsibility in the fraud that was committed when my **** 500 Abarth Convertible was sold to me "without damage" and therefore was sold over its value. If Carvana decodes to be seriously interested in negotiating a compromise solution, I am available. The current standard response they sent does not indicate willingness to responsibility.
Thank you for your efforts on my behalf! -*******
Initial Complaint
Date:09/04/2022
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 vehicle from Carvana on May 6, 2022. It has now been 5 months since the purchase of the vehicle, and they have not provided the vehicle title or completed registration of the vehicle. A complaint was previously filed through the BBB (#********) on June 10, 2022 which resulted in Carvana assigning an advocate to solve my issue. That advocate has not contacted me, and attempts to contact him have resulted in promises of a callback that never came. They have failed to communicate issues in the process as they occur, and I suspect have lied to me about the status of the registration.Carvana is in violation of ******* law which requires delivery of the title within 30 days of purchase, and have severely inconvenienced myself and my pregnant wife, causing us financial distress.
Business Response
Date: 09/05/2022
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: 09/06/2022
Buisness has not yet contacted me, previous complaint resulted in a similar response which yielded no contact.
Business Response
Date: 09/07/2022
Dear BBB,
Thank you for bringing this situation to our attention. We assigned this case to one of our Advocates, who will contact our customer to resolve this complaint. 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: 09/07/2022
The issue continues to be unresolved.
Initial Complaint
Date:09/04/2022
Type:Sales and Advertising 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 followed the entire guided purchase process for two separate vehicles and both orders completely failed with major disappointment and little to no reconciliation. I suffered a hard inquiry, but qualified to purchase a vehicle under "Financing with Carvana."- The first vehicle was a 2016 Chrysler 200S and I had completed the purchase process 100% and was scheduled to pickup the car on Saturday, August 27th @10:30am. One of the prerequisites days prior to this date was to purchase full coverage insurance, so I paid in advance since I was sure to receive this vehicle for $918 for 6 months. I was told on August 26th at 6-7pm that the vehicle had suffered heavy transport damage and was unavailable for pickup. I had to cancel the order AND cancel the insurance which caused me to only be refunded $826 even though my policy hadn't officially began.- I was rightfully pretty upset and disappointed so I waited about a week before attempting the second vehicle and heard nothing from Carvana during that time about the mistake.- The second vehicle was a 2017 Dodge Charger **** Pack and I had completed the purchase process about 98% including purchasing insurance again regardless of my concerns, so I instead paid $237 for 1 month. Even though I had 100% completed the entire process the 1st time, including identity verification, the LAST step that prevented me from being able to proceed this time was a single document to verify my identity/address. I canceled insurance once again and was refunded $135. - I sent 3-4 recent paystubs, numerous letters, 2-3 bank statements, a credit card statement and my *********************** benefits letter all dated within 30 days and address verified. I also sent my drivers license, tax returns and recent health insurance letters with name and address verified. None of these documents could verify my address/identity so I had to completely cancel the order once again. - Now I have a negative hit on my credit and lost $194 with no vehicle.
Business Response
Date: 09/05/2022
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: 09/05/2022

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:09/03/2022
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 vehicle from Carvana on 8/30/2021. As of 9/03/2022, they have still not provided me with a title or registration to my vehicle, nor a bill of sale. The problem with the title is they failed to transfer it into their company name- title jumping- and this has tied it up between the *********** and AZ before it can be processed in GA, where I reside. The company has offered me a refund, but in these unprecedented times, cars have appreciated and I would not be able to purchase something comparable for the same amount. I would like to get my title and registration. They claim they are working on it, but after a year of waiting, I feel I am being gaslighted and that my car title is not clean or there is a problem with it.
Business Response
Date: 09/05/2022
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,
The Carvana Team
Initial Complaint
Date:09/03/2022
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 vehicle from Carvana for $22,707.76 that was delivered on 5/9/22 (contract number **********). On 5/21/22 the vehicle died without warning while I was driving on the highway and would not start again. I was able to safely get to the side of the road and call for roadside assistance. As the vehicle was within the dealers warranty period, I contacted Carvana asking where I should have the vehicle towed to. They indicated it should be towed to one of their authorized shops to be repaired. Between 5/21/22 and 6/28/22 the shop had the vehicle, told me over the phone that parts had been ordered, and it was being repaired. I found out this was a lie on 6/28/22 when the manager told me 'the shop did not have the necessary equipment to work on my car'.I requested through Carvana that my vehicle be towed to another of their authorized shops that was able to repair the vehicle. They assured me they called all the repair shops near me and found one that would be able to perform the repairs. I instructed them to tow the vehicle to that shop on 6/28/22, which they did.I contacted the shop on 7/6/22 requesting an update, and the manager of this second shop told me 'the shop did not have the necessary equipment to work on my car'. I contacted Carvana and instructed them to have my car towed to the nearest factory authorized dealership, which was done on 7/6/22. The dealership was able to diagnose the issue, submit a warranty request to the manufacturer and the request was approved on 7/13/22, at which time the manufacturer provided me with a rental vehicle, gratis.During the time period when Carvana was supposedly repairing my vehicle, but in fact was doing nothing 5/21 to 7/13 I have incurred $5037.72 in transportation costs that I otherwise would not have had due to Carvana's negligence and disregard. The business has done nothing to resolve this issue even after multiple contacts, despite the vehicle still being within the warranty period.
Business Response
Date: 09/05/2022
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:09/02/2022
Type:Product 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 had a 2013 Silverado delivery 8/28/22 and they have a 7 day return policy and within 12 hrs i called to return it and they took out ***** bucks out my checking account anyways 8/29/22 for a down payment and Carvana picked up the vehicle on Tuesday 8/30/22 and now 9/2/22 no refund of my Down payment they took out Monday I called and they say 3-5 day refund but its not in my checking account and I need it back to buy a car somewhere else and they deleted the order online I had for the vehicle when they picked it up on 8/30/22 but my money hasnt been deposited back to me
Business Response
Date: 09/05/2022
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: 09/07/2022

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:09/02/2022
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.
We bought a car from Carvana and it was delivered on 6/27/2022. Carvana allowed us to take it for a test drive and we were happy as there was no evidence of an issue with the 10 minute test drive. The advocate let us know to contact him with any concerns that came up. The very next day, 6/28/2022, the low tire pressure light came on. I contacted him as instructed. I have the text messages to show the dates and times. He said he would note the account. I contacted him again because it was not resolving, and did not hear. I contacted Carvanas customer support via telephone and was instructed to bring it to an approved repair shop for diagnostics. We brought it to ********************* and was informed theres a puncture/issue on the inside that cant be repaired and will need to be replaced. They gave us the okay to drive on it, but would need to fill it when it gets low. ***** was then supposed to contact ********************* to create a claim. I contacted Carvana several times to keep them in the loop. I followed up again today as its now been 2 months and Carvana is claiming that there was never a report. My inclination is to assume that all along they were aware that this costly tire needed to be replaced. This is not an acceptable business practice. They are telling me theres nothing they can do despite the fact that I did everything that was requested of me. Their advocate didnt file an initial report or note the account. Now we are left having to replace a tire that was absolutely able to be covered by Carvanas so-called 7-day policy. Conveniently, now they have no records to show any of this. I understand its been 2 months, but I have been working on a resolution since the day after the car was delivered to us.
Business Response
Date: 09/05/2022
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: 09/05/2022
Good afternoon
This statement is not accurate. There has been no resolution. In fact, Carvana places the blame on us stating that we are outside the window of repair, however, we reported the issue within 24 hours of delivery. Called Carvana within our 7-day window and were told not to
worry as we had 45 days for it to be looked at by a repair shop. We brought it to a repair shop on 7/29/2022, which was also within the timeframe. ********************* has record of thisplease feel free to reach out to them for confirmation. Carvana has done nothing to resolve the issue. Again, we reported the tire issue within 24 hours of delivery. Nothing at all has been done for us.
Business Response
Date: 09/06/2022
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
Initial Complaint
Date:09/02/2022
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 and I spent days on the phone they wouldnt work with me on anything! The car I bought wasnt supposed to be wrecked the service place told me it was. I tried to call and trade out they put delivery off 2 times tried a third time but I made them fix it. Was suppose to deliver one time and I came home from work and stayed here for 3 hours missed out on work and pay because of them. Then the third time they were gonna deliver it, the delivery man sent me pics of the car. The fog lights Were out two big holes. Automatic dinner on the mirror big black box hanging down. Door locks tore up!! They are selling this junk on the internet! Has to be a law!! Now I put in a thing for a key. I was suppose to received 2. Because its been 30 days that I didnt put in a complaint which I did they cant give me one!! Please help!! And help me to help other people against this business!
Business Response
Date: 09/05/2022

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: 09/22/2022
They contacted me to get a key. I texted the guy Friday the 16th of September with no response
Business Response
Date: 09/23/2022
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
Initial Complaint
Date:09/02/2022
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.
Vehicle bought March 2022. No disclosed issues aside from dents/scratches. Had no reason to drive on the interstate until gearing the end of my 7 day return period. Car shook like crazy! Got in touch with Carvana, they informed me to go to a reputable dealership. Did not have the time day of, by the time I made it to ********* (an approved mechanic) I was 1 day late even though I was within the covered mileage so they wouldn't help with cost of fixing their mistake. The wheels never had a proper alignment. Brakes were worn unevenly. The tires were in rough shape (not in areas you'd notice). Spent over $1000 to get it fixed, but unfortunately took many months because all my money got tied ** in purchasing a seemingly good vehicle. I understand I may have taken too long to get things fixed, but seriously. They knowingly sold this vehicle.
Business Response
Date: 09/02/2022
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 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

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Carvana LLC is NOT a BBB Accredited Business.