Carvana Customer Service Issues

I have been waiting for my registration for quite a while now, although it is not yet expired. There have been significant communication issues. Shortly after purchasing the car, Carvana mentioned that someone would contact me to install a front bracket, but no one reached out for almost a month. Despite Carvana's assurance that they were handling it, I had to personally contact the auto shop and make the arrangements. I am now approaching 40 days waiting for the registration, causing me concern. Whenever I try to contact them, there is a long wait time on the phone, and the chat support is unhelpful. This experience has been frustrating.

I am having trouble registering the car I bought from your company. Each time I receive an email from your organization, I promptly respond. I was under the impression that you had all the necessary details for the registration process. Today, when I called to inquire about the progress, I was informed that you require the "Security Agreement From Third Party Lien Holder." I have already sent this document multiple times, as per your associates' instructions after verifying the documents. The most recent submission was on 8/6/21. Despite this, upon checking today, I was asked to send the same document again. Your advisors seem unable to assist me effectively or provide managerial contact details. I requested to speak with a manager, but I am always told they will call within 24 hours, which has not happened yet. This situation is frustrating as my temporary tags expire soon, and I need my car registered promptly. Please reach out to me at your earliest convenience to guide me on where to fax the necessary information. My name is H. Foust, and you can contact me at [redacted]. I appreciate your prompt response.

Carvana purchased our leased vehicle on July 7th, and we still had one payment remaining on the lease. GM Financial refused to accept the payoff from Carvana, claiming they had ceased accepting third-party sales as of July 1st, unbeknownst to us. Despite being informed that dealerships like Carvana were aware of this change, GM Financial has returned three payoff checks. We continue to make payments and have accrued late fees, which we have covered. It has been challenging to speak with anyone beyond customer service, who has mainly placed us on hold while consulting with others. After consulting with a lawyer, it seems this situation falls under "impossibility of performance," potentially rendering our contract with Carvana void. We now need Carvana to either return the car to us, or provide us with the payoff amount so we can settle the debt directly with GM Financial, a payment they cannot reject. The ongoing payments and fees are impacting our finances and credit, causing us to reconsider our relationship with Carvana.

I have encountered numerous challenges with my current order from Carvana. Initially, the order was canceled without notification and I had to redo the entire approval process. Additionally, different representatives provided conflicting information on the required documentation. The delivery date for my car was first confirmed, but then rescheduled for five days later, causing me to incur rental fees for the weekend. Despite my reimbursement request being denied, Carvana only offered $[redacted], which is inadequate. I am seeking a reimbursement for the costs I have accrued due to their errors.

Dear Customer Service, I want to address an issue with my vehicle service contract cancellation with SilverRock. I received confirmation of the cancellation on July 26, [redacted]. However, the finance amount with Bridgecrest did not adjust after canceling the service. Bridgecrest claimed that Carvana needed to make the change. Carvana sent the finance documents to Bridgecrest on July 22nd, basing the repayment amount on them. Despite contacting Carvana, their Post Sales Department explained that they send documents immediately as their standard procedure. The contract includes an after-sale review and verification process (see attached copy). When I asked about why the financed amount didn't change post-cancellation, they didn't have a clear answer. After speaking with several Carvana and Bridgecrest representatives, the issue was eventually clarified by "Zasheara" from Carvana. She confirmed that Bridgecrest applied the refund to the principal, thus not changing the payments. The problem remains because I'm paying installments based on the initial principal amount ($12,[redacted].61) before canceling ($1,[redacted].00), which should have reduced it to $11,[redacted].61. I'm requesting the financed principal amount to be corrected to reflect the canceled service charge deduction.

I received a car last Wednesday, 9/29. On Friday, 10/01, I contacted customer service to report issues with the car and requested a swap for another one. The representative placed a new order during the call, giving me a delivery date of 10/02 at 12pm. The pick-up for the existing car was scheduled for 10/02 at 8am. By around 10am on 10/02, no one had shown up, so I reached out to customer service. The representative mentioned a missed deadline for documentation, despite me completing the verification and having a car. Realizing the confusion, I decided to cancel the request and contract. After speaking to another representative, all contracts were canceled, and now everything needs to be rebuilt, taking 10-15 days. I need my refund to proceed with another purchase elsewhere. I aim to avoid exceeding [redacted] miles allowed on the car I currently have. I'm seeking help to escalate this process as I require my money for a new vehicle. My down payment was $[redacted], and I anticipate a refund. Kindly guide me to the right person for assistance.

I was anticipating the delivery of my [redacted] Tacoma on 10/10/21. The Caravana representative had confirmed the approval with a "green" designation. However, when checking online, I was surprised to see a message stating, "this vehicle is no longer available." I believed this note was to indicate my purchase, as I hold a signed "Retail Purchase Agreement" from Paul Breaux. Upon calling Carvana to check the delivery status, I discovered that someone else was in the process of purchasing the same vehicle scheduled to arrive in 5 days at my home. Despite the other party not finalizing the deal, Carvana refused to rectify the situation, prevent the other transaction, or return the vehicle to me. After requesting to speak to a higher-ranking representative for assistance, I was promised a call back, which has not yet happened. I have invested significant time on the phone, with my lender, obtained insurance for the truck, and even started the process of selling my 4Runner. It is frustrating how such business practices are carried out.

Subject: Assistance Needed: Request for Letter of Non-Interest I am reaching out for help to resolve an issue we have encountered with a vehicle trade involving Mr. J.E. Krick's [redacted] Kia Soul (VIN: KNDJP3A58J[redacted]). Despite Mr. Krick having paid off the vehicle and providing a clear title, we are facing challenges due to the title being released to Carvana by Randolph Brooks FCU. This has led to a situation where the TXDMV is unable to issue a title to Audi Dominion without a letter of non-interest from Carvana. Attached is the correspondence from the TXDMV outlining the necessary steps. I kindly urge you to check with your Title Department to locate the title as it was inadvertently sent to Carvana during a reversed transaction process. Your assistance in obtaining the letter of non-interest would be greatly appreciated to help resolve this matter promptly. Thank you for your attention to this issue. Sincerely, L. Serrano, Title Clerk Phone: [redacted] | Fax: [redacted] Email: [redacted]

I've been attempting to reach a customer service agent to address a crucial query. However, when I call [redacted], I receive a message stating the number is unavailable currently. I've created an account, received an offer, and submitted the requested documents - copies of the title, driver's license, and odometer reading. I received an email in response that I find confusing and would greatly appreciate speaking to someone about it. Your prompt response is eagerly awaited.

I recently bought a vehicle from Carvana and although the overall process was efficient, there were a few hiccups with the delivery. The car was late, and there was confusion about returning my old license plate. While I was inconvenienced, everything was eventually sorted out satisfactorily. However, my main issue is that the car I purchased was listed as AWD but turned out to be FWD. Carvana's customer service was helpful but I am disappointed with the options offered to rectify the situation. I am planning to swap the vehicle for an AWD model, but I feel Carvana should provide more compensation for the inconvenience and disappointment caused by the inaccurate listing. I hope Carvana can offer a better resolution to this matter. Thank you for your attention.

I purchased a Toyota RAV4 [redacted] that was originally scheduled for delivery on November 14 but was delayed until November 26. Despite the delays, my overall experience with Carvana has been great. Recently, I noticed an issue with my brakes making a strange noise. I took the car to Nalley Toyota in Union City, GA for a diagnostic test. The results revealed several concerning issues that need attention: AC condenser replacement, alignment and uneven tire wear, CV half shaft replacement, front struts replacement, and front and rear brake pad and rotor replacement. I believe the extent of required repairs, especially after only 15 days of owning the vehicle, indicates a lack of thorough inspection prior to sale. I plan to escalate this matter to Carvana's CEO and will have my lawyer reach out on Monday.

Subject: Urgent: Quality of Service Concern at Carvana/Silverrock Dear Silverrock Customer Service, I hope this email finds you well. I am reaching out to express my dissatisfaction with the quality of service I have received from Carvana and Silverrock. I recently purchased a used [redacted] Nissan Leaf on 11/11/[redacted]. Unfortunately, after just two weeks of driving the vehicle, I encountered an issue with the "Service EV system" warning lights on 12/01/[redacted]. Despite being assured of the car's flawless condition during the purchase, I am now questioning whether the necessary inspections were conducted by Carvana. The situation worsened as I attempted to seek solutions through Silverrock's in-network repair facilities, only to face challenges with scheduling and technician availability. The delays have inconvenienced me significantly, causing me to miss work and rely on alternative transportation. I find this level of service unacceptable and distressing, especially given the reputable stature of your organizations. I kindly request prompt resolution and fair compensation for the time, money, and stress incurred due to this situation. I look forward to your swift response and assistance. Best regards, C.L.

I received my [redacted] VW ID.4 from Carvana on 11.11.21. The car was in great condition, but it was missing several parts that I noted to the driver, Chris. He assured me and even texted me to confirm that he would order the plastic lug nut covers, the lug nut security removal tool, and the missing tools including the car jack. Unfortunately, these items have not been sent yet. Despite reaching out to Carvana customer service multiple times, they mentioned that the delivery team handles these matters separately and said they would get back to me. I just want Carvana to fulfill their promise promptly by sending me the missing items. Thank you.

I recently sold a car to Carvana, and they paid off the bank loan on my behalf. However, the amount they paid was less than the original payoff I provided because I made an additional payment. As a result, Carvana owes me $[redacted], which is the difference between the actual payoff to the bank and the amount they reimbursed me. I'd appreciate assistance in resolving this matter. You can reach me at [redacted] or email me at [redacted] Thank you.

I recently used the Carvana app to determine the trade-in value of my car (purchased from Carvana a few years ago with VIN #WBA1K9C50GV322030). However, I found the value provided to be lower than expected. Upon comparing the app's estimate to Kelley Blue Book and CarMax, I discovered a $6,[redacted] difference, representing approximately a 38% increase in valuation. I understand the need for cautious initial estimates, but this discrepancy is concerning. I've noticed similar complaints on various forums, prompting me to reevaluate my loyalty to Carvana. It seems others have encountered similar issues with the app. The recent decline in Carvana's shares might be linked to this issue. It's vital for Carvana to address and rectify these valuation discrepancies to maintain customer trust and satisfaction.

I recently bought a [redacted] Chevy Sonic through Carvana, financed it with Bridgecrest, and purchased gap insurance from Ally. Unfortunately, the car was totaled two weeks later by someone else. While the responsible driver's insurance paid Bridgecrest promptly, it took some time for Bridgecrest to process the payment and send the necessary documents to Ally. It then took another couple of weeks for Ally to pay off Bridgecrest after receiving the insurance funds. Even after Bridgecrest received the gap insurance check, my account still shows as not paid off, leaving me without a vehicle and unable to complete a new purchase through Carvana. Despite offers for a three-way call between Bridgecrest and Carvana, Carvana couldn't follow through due to internal constraints, and Bridgecrest only allows me to speak with customer service. The situation is frustrating, and I need assistance resolving it promptly.

I keep receiving threatening emails with demands to return an item for registration. I was assured it was received on 12-17-21 with FedEx tracking number [redacted]78 by your agent. Despite promises to stop the emails and texts, they persist. I need confirmation that the document is filed with the DMV and to cease all email and text communication. Your apologies are appreciated but ineffective if the issue continues. Please resolve this promptly. I shared my positive experience with friends, but this problem is disappointing. Thank you. Regards, Ms. R

I am experiencing significant issues with Carvana. The customer service is extremely poor. The chat function is ineffective, and speaking with an advocate or requesting to escalate to management leads to empty promises of a callback within 24-48 hours that never materialize. Despite asking for a callback three times, I have not received any response. If given the chance, I would not choose them again. Although the initial deal seemed good, the service provided is subpar. The supposed [redacted]-point inspection is inadequate. I had to spend $[redacted] on necessary services at a different dealership right after delivery, with only $[redacted] covered by Silver Rock, which is also tied to Carvana. This has resulted in nearly $[redacted] in out-of-pocket expenses for issues that should have been addressed before delivery. Dealing with Carvana has been a frustrating experience, leading to dead ends and headaches.

I am struggling to register our daughter's car. We purchased it in December and faced multiple rescheduling issues with the seller in Salt Lake City. After finally getting the car, we are now encountering registration problems as we live in Atlanta but bought the car for our daughter in Salt Lake. They are insisting on emissions testing in Atlanta, causing us significant frustration as we intended to keep the car in Salt Lake for a year. We initially chose Carvana for convenience but have been met with obstacles at every step. We appreciate the assistance of the representative, but the limitations are becoming overwhelming. We seek assistance from a higher authority within the company to resolve these ongoing challenges.

On March 9, [redacted], I purchased and received delivery of a [redacted] Jeep Grand Cherokee. Following that positive experience, I placed an order for a second vehicle, a Red Cadillac SRX (approximately [redacted] model). Subsequently, on 3/11/[redacted], I contacted Carvana due to the engine light issue in the Jeep Cherokee. On 3/12/[redacted], I contacted Carvana to cancel the Cadillac order due to payment difficulties and reconfirmed the Jeep's engine light problem. On 3/14/[redacted], I bought a different Cadillac SRX, trading in my current [redacted] Equinox. On March 16, [redacted], I confirmed the deposit for the Cadillac SRX with a scheduled delivery for 3/22. Despite multiple attempts to discuss the disappearance of my Grand Cherokee listing on the dashboard after canceling the Cadilac SRX order, I have not received a satisfactory resolution. Yesterday, an employee mentioned the Jeep was listed as a swap for the Cadillac, causing further confusion. This marks the sixth time I am reaching out for assistance to address these issues promptly. I am at a point where I may need to cancel both orders and seek alternatives for purchasing a vehicle. My Cadillac delivery is scheduled for 3/22, and I expect my [redacted] Equinox to be traded for it. I intend to keep the [redacted] Jeep Grand Cherokee but require servicing to address the engine light issue that appeared the day after receiving it, without incurring additional costs. I urgently request immediate attention to these matters.