Complaints

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

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• 

  Carvana LLC

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

• 

  Carvana, LLC

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana LLC

  5252 TX-121 Frisco, TX 75034

• 

  Carvana Philadelphia

  1043 N Front St Philadelphia, PA 19123-1704

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:07/12/2025

  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 2019 ******* G70 on 12/10/2024, with an extended warranty. Never paid a payment late. The vehicle currently has 46K miles and carvana is saying the manufacture warranty or the extended warranty does not cover the clutch which is considered a power train per product sold.

  Business Response

  Date: 07/14/2025

  Dear BBB, 
  Thank you for bringing our customer's concerns to our attention. After further review of the customers account, it appears our warranty provider, **********, reviewed the claim. The component that is failing is a non covered component. Due to this, we will not be assisting with any repairs. If the BBB has any questions during this process, please let us know, and we will be happy to assist. 
  Thank you, 
  The Carvana Team
  
  

• Initial Complaint

  Date:07/12/2025

  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 fairly expensive vehicle from Carvana and upon receiving the vehicle I noticed an issue with the tires. No only are they incorrect for the vehicle, theyre more that six years old (which exceeds the ***** recommendation for safety) and are dry rotted. Which in turn makes the vehicle unsafe for the road. I approached them about it and was told to take it to my tire shop for an estimate. The claim was denied as they dont cover normal wear and use despite the fact that I made them aware of the situation BEFORE I was told to get an estimate. So my time was completely wasted and now I have to kick out $1700 dollars for a new set of tires. I dont know who performs their state safety inspections, but clearly they didnt even bother looking at the most important part of the vehicle. Do not waste your time or money with these people they make promises that they have no intention of keeping. I know its not the most pleasant thing going to the dealership to buy a car, but the convenience of online purchasing is not worth the trouble it brings. If things go wrong at a dealer, you at least have a point of contact. In lieu of the Carvana way which is a condescending customer service agent who rudely talks in circles. Saying things like this isnt what we wanted for you and we wish there was something we could do. I would have been satisfied if they had at least offered some type of assistance with the purchase of the new tires they could have resolved the issue if they had agreed to pay for just ONE of the tires; but they took what would have otherwise been a positive customer experience and made it quite the opposite. It seems like if you spend 30K on a car, that car should be safe to be driven. The vehicle was also overfilled with oil, which I took care of myself and didnt even bother trying to get any more assistance. Dont buy from them and if you do, do not purchase the extended warranty from ***********. They are both terrible companies.

  Business Response

  Date: 07/14/2025

  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:07/12/2025

  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 July 10, 2025, I received delivery of a 2024 Mini ****** S 4-Door from Carvana in ******, **. The vehicle arrived with multiple undisclosed damages and a missing feature (Android Auto) that was listed in the online description. The listing only disclosed 3 cosmetic issues: scratches on the gear shift ****, a **** on the front bumper, and a paint chip on the driver-side ********* delivery, the driver admitted to chipping the windshield during transport and told me I was covered under the 7-Day Money Back Guarantee. I documented additional issues: deep scratches on the passenger-side roof and pillar, a paint chip on the rear passenger door, rust on the hood corners, and significant curb rash on all four wheels.I filed three cosmetic claims (wheels, hood, pillar). Carvana approved only the pillar and denied the others, blaming SilverRock. However, ********** confirmed they never received the claims, as cosmetic issues must be first approved by Carvana.Carvana also offered only $100 for the missing Android Auto, which was listed as included. and refused to repair/replace the wheels. This constitutes a blatant misrepresentation of the vehicle and breach of advertised terms.These actions likely violate multiple Oklahoma laws, including:Oklahoma Consumer Protection Act (15 O.S. ******) for false advertising (753(4)), misrepresentation (753(5)), failure to honor warranties (753(13)), and deceptive business practices (753(20)).Breach of Express Warranty under Oklahoma contract law.FTC Act (15 U.S.C. 45) regarding deceptive trade practices.Carvanas refusal to honor its own written guarantee and correct its misrepresentations is both unethical and unlawful.

  Business Response

  Date: 07/14/2025

  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:07/11/2025

  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.

  On June 17, 2025, I paid Carvana an $800 down payment and a $590 shipping fee for a vehicle that I ultimately never received. Carvana accepted my payment before reviewing any paperwork. After they received my documents, they rejected them over a minor technicality that my husbands name on the lease was missing a generational suffix (II). All other information clearly matched.I attempted to resolve this immediately by contacting my property manager, but Carvana gave me less than 24 hours to fix the issue, which was not enough time. I canceled the order on June 19, 2025, and received no vehicle and no services, but they have still refused to refund the $590 shipping fee.I only received confirmation that the $800 down payment would be refunded after I followed up myself on July 11, 2025 nearly a month after the transaction. The refund was not processed automatically.I believe this process is highly unfair: Carvana took my money first, denied me based on arbitrary standards, gave me no realistic opportunity to fix the issue, and is now keeping money for a service they never provided. Im sharing this in hopes that others wont go through the same experience.

  Business Response

  Date: 07/14/2025

  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:07/11/2025

  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 was told I was pre-qualified for financing through Carvana and shown a range of vehicles with specific down payment and term options. After carefully selecting a car, I paid the down payment, which had unexpectedly increased by $1,000. I also followed every step in their checklist, including verifying my identity, granting access to my bank, and providing income documentation.Carvana then rejected my income verification multiple times despite me providing exactly what they asked forincluding an official IRS business verification letter. I even contacted the *** directly to obtain the document, and Carvana staff confirmed that this would satisfy their requirements. Once I submitted it, they changed the requirements again without explanation.After I completed all steps, their system showed a message: Congratulations on your new car! All you have to do now is sit back and wait for your delivery day. Based on that, I paid over $2,000 for a 6-month car insurance policy on the *** they assigned me.Then the communication stopped. No one followed up. When I called, they couldnt even locate my phone number or accountdespite my order being active and paid. I was escalated to a support lead who was unable to communicate directly with the verification team and eventually ended the chat with no resolution. I was left without a car, out thousands of dollars, and with no accountability from *********************** requesting:Immediate refund of my down payment Reimbursement for the insurance I was forced to purchase OR a resolution that honors the original deal as agreed I have documented all correspondence and screenshots to support my complaint. I am also submitting this to the ***, CFPB, and Maryland Attorney General.

  Business Response

  Date: 07/14/2025

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their 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: 07/19/2025

  I am rejecting Carvanas response because it does not address my concerns or provide a real solution. I have repeatedly asked for all communication by email or text only, but Carvana continued to call at times I could not answer and rarely responded to my emails. This made it very difficult to maintain a clear, documented conversation.
  
  
  ***** especially should use email or text, as many of his voicemails are unclear, confusing, or contain statements that are not even relevant or accurate. Written communication would prevent further misunderstandings and create a record of what is actually said.
  
  
  Because of Carvanas repeated delays and multiple credit checks, my credit score dropped by 84 points. Even though they keep telling me to search for another vehicle, my required down payment has more than doubled, and I cannot qualify for financing anywhere else. This situation is only due to how Carvana handled my transaction and the damage done to my credit during their process.
  
  
  I provided every document requested, including official IRS verification of income, which their own team said would be sufficient, only to change requirements again. I paid my down payment, bought insurance after being told the purchase was complete, and followed every instruction in good faith. Despite this, Carvana moved the goalposts and did not honor the original terms.
  
  
  Their proposed solutionto look for another vehicleis not fair, since I cant qualify for new terms due to their actions. They have not acknowledged the harm done or shown any accountability.
  
  
  A fair resolution would be for Carvana to allow me to buy a vehicle of the same value, using my original down payment and documentation, under the original terms. If not, I ask for a full refund and written acknowledgment of the credit and financial harm caused.
  
  
  I have attached documents to support my complaint.
  
  

  Business Response

  Date: 07/20/2025

  Dear BBB,
  Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates is communicating with the customer. We request that the customer liaise with their designated case manager should further clarification be required. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  Date:07/11/2025

  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 am writing to formally express my disappointment regarding a recent experience with your Carvana on 7/11/25that has caused significant inconvenience and financial impact.During my interaction with a Carvana representative, I was provided with inaccurate and misleading information regarding the next steps in the car buying process. I was specifically told that I could call back to provide additional information needed to complete my loan application. However, when I attempted to do so, I was informed that this was not possible. As a result of this misinformation, I am now no longer eligible for the car loan, despite having taken a credit inquiry hit during this process.When I escalated the matter to a supervisor, I was further disappointed. Rather than acknowledging the issue and working toward a resolution, the supervisor continuously overtalked me, failed to fully understand the situation, and took no ownership of the error that occurred. There was no accountability for the incorrect guidance I received, nor was any resolution offered to correct the situation.I am respectfully requesting the following actions:1. A full review of the recorded calls associated with my account to verify the misinformation I was given.2. A clear explanation of what went wrong in this process.3. Steps to correct the situation and allow me to move forward with my car purchase without further penalty.I chose Carvana for what I believed would be a transparent and customer-friendly experience, but unfortunately, this situation has been the opposite. I hope you will take this matter seriously and resolve it promptly.I look forward to hearing back from someone within your

  Business Response

  Date: 07/14/2025

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their 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: 07/14/2025

  
  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:07/11/2025

  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 initiated the purchase of a vehicle through Carvana and fully complied with every documentation request they made. I provided three months of bank statements, my two most recent pay stubs, and proof of insurance for the vehicle I intended to purchase. After completing this, they informed me I needed a co-signer. I secured one and promptly submitted all requested documentation for that individual as well.Carvana then stated they were unable to verify my pay stubs by contacting my bank. The bank informed them that, due to privacy policies, only the account holder could be present on such calls. Carvana also attempted to verify my employment by contacting my workplace directly, but my employer uses a third-party employment verification service, which Carvana refused to accept. They then asked me to upload additional pay stubs and more bank statements.Eventually, they claimed that some of my documentation was fraudulent or misleading, which is completely false. Every document I provided was accurate and legitimate. When I asked for clarification, they refused to explain what specifically triggered that accusation.I also placed a deposit of $11,000 toward the vehicle. When I inquired about a refund after the deal fell through, I was told it could take up to 12 days following an internal review. This is unacceptable, especially since they withdrew the funds immediately.This experience has been incredibly frustrating and unprofessional. Carvana has been difficult to work with, and I feel that Ive been treated unfairly and without transparency.Resolution Requested:I am requesting an immediate, full refund of the $11,000 I placed toward the vehicle, as well as a formal explanation and correction of the false accusations made about my documentation.

  Business Response

  Date: 07/14/2025

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After a thorough review of the customer's account, we are unable to move forward with the sale of a vehicle at this time because we were not able to verify certain information and/or documentation provided to us. This is a final decision by the ************************ We have noted with the customer that we could not verify all necessary information in order to proceed. Should the customer have any further questions, please reach out to our ****************************** by emailing *********************************** 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:07/11/2025

  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.

  Date of the transaction: July 9, 2025 Amount paid: $28,196.50 (including $500 deposit)What the business committed to provide: A 2022 Tesla Model 3 in good condition (only two minor scratches), with no disclosed exterior damage or cosmetic issues Nature of the dispute:I purchased a Tesla Model 3 from Carvana based on its advertised condition, which did not mention any exterior damage or overspray. Upon July 9th delivery, the delivery driver noticed visible overspray and cosmetic wear that would have impacted my decision to purchase had it been disclosed.The delivery driver returned the vehicle to the hub immediately on July 9 to attempt to buff out the damage. Since then, communication was extremely limited. For two full days, I was not given any update about the location or status of the vehicle, and I had no idea whether the issue was being resolved. I had to reach out repeatedly through multiple channels just to get basic information.This is my third vehicle purchased from Carvana. Ive had positive experiences in the past, which is why I returned. But this time, *** experienced a significant lack of transparency, customer care, and communication.Despite the undisclosed damage and poor service, I was told multiple times that Carvana cannot offer any compensation, adjustment, or exchange incentive. The value of this vehicle has been impacted by the damage, and yet Im being asked to pay full price for a car that was misrepresented.Has the business tried to resolve the problem?They attempted to buff out the damage but did not fully resolve the issue and failed to communicate in a timely manner. No compensation, refund, or meaningful resolution has been offered. I asked Carvana to issue a partial refund or provide an exchange incentive due to the misrepresentation of the vehicles condition and the significant delays and communication failures that followed, but the answer was that they could not offer me anything at all.

  Business Response

  Date: 07/14/2025

  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:07/10/2025

  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 vehicle through carvana who claims to perform inspections however they did not disclose a completely broken rear sway bar link that is very obvious to anyone looking at the underside of the car, a leaking shift shaft seal that had a large leak and transmission errors on top of a bad torque convertor. I was charged $990 for shipping on this vehicle though had that been disclosed up front I would not have gone to purchase this. They claim it's not refundable

  Business Response

  Date: 07/11/2025

  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:07/10/2025

  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.

  Sold car to Carvana in 2020. They NEVER registered car to ***. Because of this, they are not paying registration fees etc.. and now I'm stuck with all the fees and my taxes are intercepted for over a thousand dollars and I have to be the one to deal with the *** to make corrections annually.

  Business Response

  Date: 07/11/2025

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. We take the customers feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate an account with the information that was provided. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  
  Thank you,
  Carvana Team