Carvana Customer Service Issues

I bought a car from Carvana on October 1st. Carvana was provided with the registration and titling details before, during, and after the purchase. Unfortunately, they made a mistake and had to send additional paperwork, which we promptly signed and notarized. Despite our efforts, there have been delays in processing our registration, and our temporary tag expires tomorrow. Carvana admitted to making an error in filling out the insurance information, causing a hold on our registration in South Carolina. We offered to handle the registration ourselves, but Carvana assured us they would expedite the process. With the deadline approaching, we are feeling frustrated and exhausted by the whole ordeal. We are considering sharing our experience online to warn others. We have been trying to find out the status of our registration without success. It's vital to us to know what steps Carvana will take if we can't legally drive our car after the tag expires tomorrow. Sincerely, Brian A. Loeb

I recently bought a [redacted] Nissan Sentra and during an inspection, the inspector noted that I only have one key. I was surprised because I didn't realize I needed a spare key with auto lock/unlock feature. The cost to get an extra key is $[redacted], which I find unreasonable given the price I paid for the car. When I contacted the dealer, they were unhelpful and mentioned that I purchased the car as is. Despite this, I had hoped for better customer service considering the amount I spent on the vehicle. I politely informed them that I won't be returning as a customer. It's disappointing because everyone else at the dealership has been great, but the attitude towards my key issue soured my experience.

I had an awful car buying experience! My temporary tag expired on 7/28/19, and now on 7/30/19, I'm driving without any plates. Carvana failed to communicate that they had to redo the title due to a mistake when I called on 7/26/19 for an update. After speaking with three different agents, they offered a rental car until I get my plates. However, when I contacted the rental company, they only had a Ford Focus available, which doesn't fit my family. Carvana mentioned issuing another 10-day temporary tag, but as of 7/31/19, I still haven't received an email or update on the status. I've been calling daily, waiting on hold for over 30 minutes, but no one can tell me when I'll get my plates. It's frustrating!

Hello, I recently bought a vehicle with around 48,[redacted] miles on it. During a maintenance visit, I was advised by the mechanic to have a transmission fluid flush, a service recommended at 45,[redacted] miles. Customer service informed me that all fluids were topped off before I bought the vehicle, but I think this crucial service should have been done or at least disclosed to me before my purchase, considering the risk it posed. I am now 14,[redacted] miles overdue for the service and I am concerned. I strongly believe that I should not bear the cost of this service as it should have been done as recommended prior to my purchase of the vehicle.

As a current customer, I noticed that your company is accredited with the BBB. I intend to report my negative experience regarding an employee in the Executive Department. I am an attorney and will be detailing the incidents to someone in a higher position than the Executive Team directly. I have faced financial losses due to the negligence of the mentioned employee before finalizing any contracts with Carvana. Furthermore, I have experienced discrimination and humiliation from this individual and other Carvana staff, resulting in significant harm. I am willing to share my story with local news stations in San Diego, CA, including ABC, CBS, NBC, and Univision. Any corporate representative contacting me should indicate their position in the upper management hierarchy but not be part of the Executive Team. They should schedule a call with me post-3 p.m. PST. I appreciate your time and thank you for understanding. Customer feedback is crucial as they contribute significantly to the business's success by funding purchases and various expenses.

We bought a used Kia K900 from Carvana because it was advertised with the manufacturer's warranty still active. Kia's warranty for the second owner is supposed to cover powertrain issues for 5 years or 60,[redacted] miles. Our car has only 33,[redacted] miles on it, with 9,[redacted] miles added by us. Unfortunately, the engine failed suddenly, akin to the models involved in class action lawsuits. The warranty claim was denied due to alleged insufficient records. Dealing with Carvana has been unproductive, and Earnhardt Kia of Phoenix, particularly Larry Donahue, has been unhelpful and untruthful. Kia mentioned they are awaiting records from the local dealership, which I had to obtain through Carfax myself. Despite providing the records promptly, the process is at a standstill. We are stuck with a broken vehicle, facing a $27,[redacted] bill for a new engine, and have been leasing cars for over a month. Kia's reputation for a solid warranty is shaken, and the software issue they claim causes this problem is a major concern. Moving away from GM vehicles after 30 years, this Kia experience has left us deeply disappointed.

I recently visited my local GMC dealership, and they mistakenly claimed that Carvana had sprayed the cargo area with paint, which is untrue. Upon further inspection at my own dealership, it was revealed that the heater in my Terrain is causing melting in the cargo area. Despite my evidence, the GMC dealership maintains their claim of spray paint, endangering the vehicle with a potential fire hazard if left unresolved.

I purchased a [redacted] Ford Edge Limited V6 from Carvana and was supposed to receive it today. However, an hour before delivery, Carvana called to inform me that the car missed its delivery leg and now the delivery date has been rescheduled a week later. I tried to get details from the hub in Macon, Ga, but they could only provide excuses and had no information on the vehicle's whereabouts. This buying experience started great, but the way they handled this situation is extremely disappointing. I was even told they tried to call me when I received no calls, which is untrue. I am considering going to a local Ford dealership to buy the same car if I can find it. Losing track of a car and notifying me last minute is unacceptable. I have included the VIN for reference: VIN # - 2FMDK3KC8EBA50473 Contact: Michael C. 7 Dewey St. Newnan, Ga [redacted] [redacted]

I am trying to sell my car to your company. I have uploaded all the required documents. Today, I attempted to contact a representative by phone to proceed, but my connection was unsuccessful. I waited for 1 hour and 35 minutes without any answer. I then tried the chat and was directed to text instead. A representative confirmed that my documents are correct but mentioned I need to call the 1 [redacted] number for a three-way call with the bank to complete the transaction. I waited for an additional hour and 20 minutes without success. Is there an alternative method to finalize the deal? Can a representative call me directly instead of waiting on hold? Are there other phone numbers I can try? Thank you for your assistance. Angela M.

I am looking to sell my vehicle to Carvana. I called the number and was informed of a 30-minute wait, which has turned into a 66-minute wait. I live in Bradford, PA [redacted], but the system shows Rochester, NY as the nearest location [redacted] miles away. When trying to schedule a drop-off within [redacted] miles, it's not allowing me to choose locations close to Buffalo, NY. My wife and I are retirees, and we prefer not to travel far. The car is prepared for the drop-off, but the system is indicating Bridgeville, PA instead. I am willing to meet halfway and would appreciate a call at [redacted] or an email at [redacted] I am now receiving messages about moving forward quickly, despite not having driven the vehicle since completing the paperwork.

I have a question about the offer I received from the online questionnaire. One of the questions is about whether there is anything preventing my car from being driven. While my car can technically be driven in its current condition, it needs all 4 tires replaced, and there is a donut tire on the front passenger side. I am concerned if these details will impact the offer I received, which was around $12,[redacted] for my [redacted] Ford Fusion. I have attempted to contact the provided number multiple times, but the wait times are long, over 60 minutes each time. Unfortunately, I cannot afford to wait that long on hold. Any guidance on this matter would be greatly appreciated. Thank you for your help! Have a wonderful day!

Please confirm if someone will arrive on time to pick up my car as scheduled. Your email provided details of the appointment as follows: Date and time: 2:00 PM on 4/23/[redacted] Location: [redacted] NW 51st St, Coral Springs, FL [redacted] Vehicle: [redacted] Subaru Legacy VIN: 4S3BMCC64D[redacted] Mileage on appraisal: [redacted] Kindly note, if the odometer reading is 1,[redacted]+ miles over the original appraisal, the vehicle will require a re-appraisal. The appraisal value is $10,[redacted].00. Ensure you have the required documents ready for the appointment: - Vehicle Title - Driver's license - All sets of keys - All vehicle owners listed on the title to sign documents - The vehicle should be in safe, drivable condition for our advocates to drive it during the appointment. If it's not safe to drive, we will be unable to accept the vehicle.

I bought a Subaru Crosstrek from Carvana in February [redacted]. The car was shipped from Georgia to California. Despite the initial good experience, I later faced issues with loose lug nuts causing a dangerous incident with the right front tire. The repairs cost me $[redacted]. Additionally, the air conditioning compressor needed replacement, which was unexpected for a low-mileage vehicle. I am disappointed in both Subaru and Carvana for these issues, especially the safety concerns with the loose lug nuts. I have expressed my dissatisfaction on Yelp and Google, but the response I received was inadequate given the severity of the situation. It's frustrating that I cannot reach a live person at Carvana to address my concerns. I am considering selling the car and not purchasing from Carvana again.

I have been trying to get in touch with Carvana for days without any response. I've had no luck reaching a human through the chat service and was on hold for over 5 hours without anyone answering. My trade-in payoff was sent to the wrong address, and I'm urgently trying to have it redirected to the correct one. I have submitted my Emissions Inspection twice, on May 31st and June 9th. My Temporary plates are set to expire on June 24th, and I need new temporary plates before they expire as my registration might not be processed in time. I'm transferring my plates for registration and have communicated this multiple times. I hope this information is noted down. I am extremely anxious about the lack of communication from Carvana and the overall experience has been disappointing. I am regretting my decision to purchase from them and will not recommend them to others due to the problems I have faced since day one.

Subject: Feedback on Recent Buyer Experience Dear Upper Management, I am reaching out to share my disappointment with the recent decline in Carvana's buyer experience. Several years ago, I purchased a [redacted] Toyota 4Runner from your dealership, and the efficiency and service were exceptional at that time. However, the current standards have left much to be desired. I have noticed a significant delay in the investigation process for potential purchases, extended wait times to speak with a representative, and frequent malfunctions on your website. This shift has tarnished the excellent reputation Carvana once held. I must express my concern that the company seems to have lost its customer-centric approach and fails to meet the standards set by competitors offering a more streamlined buying process. As a long-time advocate for Carvana, I feel compelled to report this decline to you. Thank you for considering my feedback. Sincerely, B. B. Email: [redacted] Phone: [redacted]

Since day one, the car I received had mechanical issues. Upon driving it, there were loud noises and vibrations, which is unsafe for my children. I traded in my car with a loan, Caravana was supposed to pay it off, but my bank now threatens repossession as the car loan is unpaid. Caravana suggested repairs for axle, tires, and brakes, but they delivered the car in this condition without proper inspection. Communication with Caravana is difficult, with long holds on calls and unfulfilled promises of callbacks. I urgently need my car fixed, the trade-in paid off, and clear documentation from Caravana confirming these actions.

Last month, I sold my vehicle to your company and was assured that the payment to my finance company would be immediate. The buyout for my lease was $35,[redacted], and you offered $37,[redacted]. I received a $[redacted] check from you after the sale, with the understanding that the lease balance would be paid off right away. However, after checking with my finance company, I found out that the car was paid off late, causing the buyout quote to increase. Now there is a remaining balance of $1,[redacted] for the title to be released. I have transferred ownership of the vehicle and will not pay the $[redacted] difference as I was promised the car would be paid off on time with no extra costs. Genesis Finance advised me to contact you to resolve this issue, as I will not be making any further payments on the vehicle.

I am reaching out regarding my car title application. I bought a vehicle from Carvana in December [redacted] but have yet to receive the title. The local tax office informed me that the application was rejected in March due to Carvana not providing the newest version of the previous owner's title. Despite numerous calls to Carvana, each resulting in long wait times and being transferred without a resolution, the problem persists. I am turning to you for assistance in resolving this issue. Your help is greatly appreciated.

I recently purchased a [redacted] Porsche Macan S through Carvana and the car stopped working after just 20 days. The limited warranty led me to contact Silver Rock, who then referred me to a mechanic. After the diagnostic test, it was determined that the valve body needed replacement, and the Porsche dealership was the only place able to fix it. However, Silver Rock is considering using a cheaper aftermarket part, which Porsche will not accept. I've been without a car since Friday, having to cover expenses for Uber and a rental. I urgently need my car back, especially as a nurse with imminent responsibilities. There have been delivery delays, dirty vehicle at arrival, unfinished paperwork, and unreturned calls adding to my frustration. I ask for a prompt resolution to this issue and hope to regain some normalcy soon.

We recently purchased a [redacted] Latitude Jeep from your website, expecting it to have a V6 engine. However, upon driving it, my husband realized it was not as advertised. Additionally, some of the promised packages were missing. After speaking with Brenden, he suggested finding a comparable vehicle on the website for a fair swap. We put down $10,[redacted] in cash and traded in for $[redacted], but the new deal does not meet our expectations. We are looking for a solution to keep the payments around the same amount. Currently, the proposed payment is significantly higher at $[redacted] per month for 72 months, compared to the $[redacted] for the Latitude. Please contact us to resolve this issue promptly. We have all the necessary paperwork. Thank you. - S&R Wilson