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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

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Carvana LLC has 35 locations, listed below.

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    Customer Complaints Summary

    • 4,861 total complaints in the last 3 years.
    • 1,720 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Carvana on July 25, 2022. On August 23, 2022, I went to the ** Highway Patrol to have the *** inspection. It came back with a claim that it was stolen in ******* in May 2022. The car was impounded and is no longer in my possession. Carvana claims that they have had it in their possession since January 2022. However, they later said that the car was purchased in ******* in May 2022 and that person either returned the car in 7 days or it was repossessed. Then that person filed a report that it was stolen. Carvana says that it has a clean carfax and that they couldnt have registered it if it was stolen. They are not willing to give my money back, replace the car, or give me a rental car. I dont know if or when I may get this car back. They claim this is my problem now, but they sold me this car.I have spent money on this car already. I had to replace a tire because it had a nail in it. That cost $300. I had two filters replaced for $120. I have paid car insurance and my first car payment is due next week.

      Business Response

      Date: 08/29/2022

      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: 08/30/2022

      The car has been impounded for a week and Carvana has not been willing to provide the information that the police are asking for.  They have not offered to help me with a rental car or offer to purchase another car or give me my money back.  If this car is released from the police, they are not offering to pay for the impounding of the car. Carvana has sold me a car that had dirty filters, the air conditioner wasnt working properly and needed to fixed. They delivered the car with one key and that key was not an Acura key and the trunk button didnt function. All of this is bad business. They knew that someone had tried to purchase this car in May and that person either returned the car or the car was repossessed. This car should not have been sold.I should not have to pay for someone else being mad that the car was repossessed and calling it in stolen. 

      Business Response

      Date: 08/31/2022

      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:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 car from Carvana its still under their warranty by mileage and time. Took it discount tires for a TPMS that went bad. They inspected the car and found the tires to be 7 years old and the front end was in a collision. The cars inner front tires are worn to the inside because of front end damage. I called the warranty company and was told they dont cover wearable items and it was my responsibility to check that stuff. So I called Cavana directly and was told the same thing. Im not a tire tech or a vehicle mechanic and would have never known to look for this.

      Business Response

      Date: 08/29/2022

      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:08/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 financed my 2011 ****** Outback August 3, 2021 for $11,206.84, which Im still paying it off. Since Ive owned this car, Ive had flat tires, serpentine belt, replace the oil filter and oil change, alternator belt, tail light bulbs replaced and every single issue wasnt within the Powertrain warranty or Carvana just wouldnt do anything about it. My first car inspection since having it for a year was on August 11th and the car wouldnt pass because the frame around the suspension is rusted, which will cost me $1700 for it pass. I contacted **********, they wont cover it and now Carvana says that my warranty has expired, so they cant do anything about it. I contacted a pre-sale department and all this time, I could have been transferred to one by an advocate and they didnt do anything about the issues I was having with my car. I was told that in order to get the rim replaced, they need to replace the control arms, which is now going to be an extra $500. Carvana chooses not to help me since I have still been paying off this car and the only thing I was told was that I could have returned the car or sold the car back to them during the 7 day return guarantee, I didnt have any issues with the car then.

      Business Response

      Date: 08/29/2022

      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: 08/29/2022


      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:08/26/2022

      Type:Order Issues
      Status:
      Answered
      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 May 28, 2022 My wife and I purchased a vehicle and had the keys in hand from Carvana. The note of $51, ****** was paid in full through another lender we already used for the loan. We were told, after signing all the paper work within the packet where we switched vehicles, that we would receive our title and registration promptly. After numerous hang *** and reaching out on our side we have not received any title and registration. We have had to repeatedly submit duplicate documents, and repeatedly been held up for things outside of our control. Internal issues have plagued this whole process with no real reason as to why this is happening. On today, August 26 2022, we have been told our application for title and registration has been denied to due to out-of-state license. This has already been covered by numerous addresses in documents which they have had already asked for, and proof of employment with the ************* Air Force as we are a military family and are likely to have out-of-state licenses. I need help to force their hand, and am currently looking into getting legal help. If I could also receive help from the Better Business Bureaus side of the house it would be very much appreciated.

      Business Response

      Date: 08/29/2022

      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:08/26/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 the car and paid in full. Vehicle was delivered May 9th with a buyers tag for 45 days. I contacted Carvana when the tag expired asking for another buyers tag. I was told to go to my DMV and purchase a tag and they would reimburse me. When that tag expired FDX delivered my now 3rd tag to me from Carvana but through my county not a buyers tag. That tag now expired August 24th. I have been calling them 1 week before and 2 times after this expired tag. Getting different stories from each advocate that they call there selves. They are telling me now my registration is in my county. I have been to my county 2 times this month and No record. The nice lady even calls around to different offices and no one has it! So now I am going to buy 1 more tag Monday August 29th. That will be the last tag I can purchase. DMV is only allowed to issue 3 paper tags in *****. This has been nothing but a nightmare for me. To add insult to injury on June 30th the advocate told me they would reimburse me $300.00 for my troubles. LOL

      Business Response

      Date: 08/29/2022

      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:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In May 2022 I purchased a vehicle from Carvana and traded in my current car. Carvana paid off my load and used the remained amount of ******* into the purchase of the new vehicle I purchased from them. I received two temporary tags from Carvana as they could not get my registration transferred, I was told it was due to a title discrepancy. After filing with the BBB they contacted me and told me they cannot provide me registration or title for the vehicle and offered me a chance to "swap" for another vehicle which I did. The new car got delayed multiple times. I was only compensated $250 for transportation and I have had no vehicle for two months because the temporary expired. When the new vehicle arrived in *****, I was informed that the vehicle had no AC and only ambient AC, even thought it was listed on the site with AC. I declined the vehicle and have now requested a refund for the leftover amount from my trade in. I have had to pay out of pocket for transportations for two months as the $250 only lasted a week. I am still waiting for the check for **** dollars and the two payments I made of $282 for the car I purchased from them before I return the vehicle to them. They have delayed the refund for a week now. I feel I should receive not only the check and two payments i made, but also compensation for all the transportation cost and the four months of pain and suffering and frustration that Carvana has caused me. I have been late to work due to this, I've missed many events, and have been ******* for two months now. The stress and frustration caused by Carvana far exceeds the mere $250 they provided me with endless delays for resolution. They refuse to help me any further or try to speed up the process for my payment. They are more concerned about picking up their vehicle and leaving me dry once again.

      Business Response

      Date: 08/29/2022

      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:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 offered a trade in for our 2018 explorer and we purchased a 2020 Expedition **** We used **** of America for financing and the car was delivered on 8/23/22. However, upon delivery, the vehicle was heavily damaged and the side door panel on the rear passenger side had been replaced. The color of the panel(s) were different than the rest of the car leaving it a two-tone car. Our field advocate who dropped the car off warned us about the condition of the vehicle - saying it's possible this car was in an unreported accident due to the severity of the repair.He gave us a copy of the damage disclosure report that stated the vehicle had NOT been reconstructed which we can see by the pictures is not the case. This vehicle was fraudulently signed off on by Carvana and attempted to be sold to us. Now, unfortunately, we had to find another vehicle of similar price (because of our financing) and was stated that funds were not transferred from BOA - that's not the case. **** of America has already sent funds and we are now required to apply for another loan.The new car now requires a shipping fee - which did not apply prior.Carvana will not return my calls and will not help with anything in regards to the situation we've been put in. At this point, we have loans floating out there, no car, and they have not documented any of the leadership conversations I've had. We have requested replacement of the car and/or compensation of the difference or shipping costs that they've incurred for us and the answer has simply been "no" from Carvana.This would be different if we simply didn't like the car, but we did. We wanted it, but couldn't take the car as these damages were not called out online.

      Business Response

      Date: 08/29/2022

      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:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 has not provided tags or registered my vehicle. The vehicle is fully paid for, and I've been waiting for the last 5 months. Currently, I'm unable to drive the car due to this.

      Business Response

      Date: 08/29/2022

      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:08/26/2022

      Type:Product Issues
      Status:
      Answered
      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 are unable to get a license for a car we bought in April 2022. Carvana has supplied us with temporary tags but cannot continue any longer.

      Business Response

      Date: 08/29/2022

      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:08/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Im filing this claim because I believe there are some inaccuracies being report by Carvana when they sell their vehicles to customers. I will explain how this came up. I am working with a shop to repair the vehicle I recently purchased(April 2022) from Carvana. It is needing new brake pads, rotors, rear caliper, etc. Some of this is traditionally covered by the warranty company and some is not. In speaking with the warranty company regarding how many miles I put on my vehicle I discovered a discrepancy in the mileage reported when I was sold the vehicle. The mileage on the photos on Carvana, which were taken prior to me purchasing the vehicle show the mileage at ******* miles. They reported the mileage when they sold the vehicle to me as *****, which is only a difference of ******************************************************************************************** the vehicle. I do not have a photo to accurately report what is was, but obviously wasnt ***** as there was 10 more miles on this vehicle when the photos were taken prior to me purchasing it. The reason this is causing me to question everything with Carvana is because Im having to pay for new rotors that they say were up to standard when they inspected the vehicle. I question this, because if they cannot accurately report mileage, how can I be sure the brake pads, and rotors were not in poor condition when the vehicle was sold to me? It was not possible to have the vehicle inspected during the 7 day grace ****** as most shops have a longer wait ****** than that due to covid and being short staffed. I also do not think it is my responsibility to take a car in to be inspected just to catch Carvana in a lie. What they report should be accurate. What Im asking for is a some kind of assistance with the cost of the brake pads, rotors, as it is unable to be determined if they were actually up to standard or not based on them not accurately reporting the mileage on the vehicle.

      Business Response

      Date: 08/26/2022

      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

    Carvana LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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