Reviews

Review Details

• Review fromJulie L

  Date: 08/23/2024

  1 star
  Placed an order online for my desired vehicle and paid two separate fees: a $390 shipping fee as well as a separate charge for the cost of the vehicle. The day before my appointment, my husband took the day off and we drove 4.5 hours to Albuquerque (closest location to us). We stayed in a hotel that night to be available for our appointment the next day.
  Two hours before appointment, received a text stating the car had not passed inspection and had been found to have issues which required repair and automatically rescheduled our appointment for one week later, without confirming whether we could even be available to make a return trip. It was not possible for us to make a second trip.
  As soon as we received the text message, I called Carvana to cancel the purchase and customer service confirmed there would be no issue receiving BOTH refunds, the one for shipping AND the one for the cost of the car. He provided me with two transaction numbers that I could follow up with, one for each charge. We were satisfied with this response and felt the refunds including the shipping charges would at least make up for the lost wages, gas, time, and hotel we were out to make the trip.
  We did receive the refund for the cost of the vehicle, but to date we have not received the $390 shipping fee refund. I am aware that Carvana states the shipping fee is "non-refundable", however I have made several calls to Carvana since this this incident and at no time did any representative suggest to me that I would not be receiving that refund as well. In fact, quite the opposite.
  As of my last communication with Carvana on August 21st, now being met with hostility and told my case had been "closed" with no justification or communication of such an outcome. Also told that I cannot contest it or escalate the case any further. I provided my contact info (which Carvana already had) and requested a supervisor to reach out to me with no response thus far. They've lost yet another customer.

• Review fromChris L

  Date: 07/23/2024

  1 star
  Carvana listed the car as a "Premier" model when it was a lower trim level. I informed them about the mistake and they took several days to confirm their error. They were unwilling to lower the sale price fairly. It was truly a "Bait and Switch" situation. They said the car was "mis-annotated." We returned the car within 7 days to get our full refund. It took several weeks and daily phone calls to get them to return our money. we could never talk with the same Carvana "Advocate" twice. We spent hours on hold and re-explaining the situation. No one was able to resolve the unnecessary delay in returning our money. That was extremely frustrating! We paid them to sell us the car. When we returned the car that was mis-advertized, they kept our money for nearly 3 weeks. Their customers service was terrible. We were very disappointed in the horrible experience. We would never again try to buy a car from Carvana, or recommend Carvana to anyone trying to buy a car. At every step along this process Carvana managed to make this a difficult, unpleasant and unprofessional experience. Save yourself the unnecessary grief and deal with an honest and trustworthy car dealer -not Carvana.

• Review fromJonathan B.

  Date: 07/18/2024

  1 star
  I am writing because my recent experience with ******* has been extremely unsatisfactory and frustrating.My wife and I were approved for a truck purchase, agreeing to the payments, down payment, final price, and warranty. We were required to secure auto insurance before even seeing the vehicle, which is unreasonable. Communication from ******* was consistently poor, with no direct phone number available for the dealership. Wait times for operators exceeded 90 minutes, and I was often forced to interact with an AI rather than a live person.The vehicle delivery process was also problematic. Despite agreeing to handle a recall on the truck, the delivery was postponed due to a shipping error and a lack of drivers. After waiting 37 minutes on Carvanas chat, I was informed that the truck had additional issues needing repair before delivery, which should have been addressed during their 150-point inspection.As a result, we are left without a vehicle. Our credit was affected needlessly, my insurance policy was disrupted because I had to open and then cancel coverage, and we never received any communication from a manager regarding our concerns.This experience has been highly disappointing, and I hope my complaint helps highlight the need for Carvana to improve its customer service, communication, and delivery processes.