Carvana Customer Service Issues

I bought a [redacted] Mercedes Benz in November [redacted] with 40,[redacted] miles. In early March [redacted], with only 7,[redacted] more miles on it, the car stopped working. Due to service shortages, it had to stay at Mercedes Benz for almost three weeks, forcing me to pay for a rental to get to work. When I contacted Carvana's Customer Service with the transmission issue invoice from Mercedes Benz, they said they would replace the car but not reimburse for the repairs I had already paid for. This was frustrating as I had involved Carvana from the start. As a recent widow dealing with the aftermath of Covid, this setback is challenging. Carvana, a multimillion dollar company, has not yet offered any help. My job and life are on the line, so any assistance would be greatly appreciated. Warm regards, Sadie G.

This experience has been incredibly frustrating. From selecting the car, placing the order, making the purchase, to now waiting for the delivery, it has been a continuous ordeal. Despite speaking with multiple representatives and confirming my details countless times, my delivery has been delayed. It seems like a common issue based on the numerous complaints I have seen. I anticipate receiving a last-minute call, the truck arriving from out of state, and a lack of information on its whereabouts. This delay has been attributed to "growing pains," but for a company in operation for over 7 years, this level of negligence is inexcusable. As a veteran with experience in logistical operations, I find it disheartening that a company like Carvana struggles with something as basic as timely deliveries. The repeated mistakes, excuses, and lack of accountability are disappointing. I just want my car delivered so I can put an end to this ordeal.

Hello, my name is Christy Purvis, and I completed a trade-in and purchased a vehicle through Carvana on July 10, [redacted]. I want to share how smooth the transaction was for me. Initially, my car arrived with some trim damage, which was promptly repaired by Carvana. Despite subsequent mechanical issues, Silverock was quick to approve necessary repairs. However, within the 9 months of ownership, I have already spent nearly $4,[redacted] on repairs, including a recent $[redacted] fix for the purge valve. The advice I received indicates the timing belt may be failing, prompting me to consider trading in the vehicle. While I understand the warranty limitations, I expected better quality considering Carvana's thorough inspection process. Now, faced with the need for a more reliable vehicle, Carvana's trade-in offer falls short, leaving me no choice but to seek options elsewhere. Although I acknowledge Carvana has met their obligations, I am disheartened to find myself dealing with a car that has become a financial burden. Thank you for your attention to this matter. Sincerely, Christy Purvis

When purchasing my car in December [redacted], I was not informed about the significant rust damage it had underneath. The rust has caused issues with my brakes, suspension, bolts, and other crucial parts. I had to repair the brakes, replace the wiper blades, and the cabin filter. Additionally, the car had three different tire sizes - two front tires matching, each rear tire different from the other and from the front tires. I had to purchase four new tires to replace the mismatched ones. The car is all-wheel drive, and the rear differential was damaged due to the mismatched tires, necessitating a repair under the 5-year/60,[redacted]-mile warranty at a dealership. This extensive damage should have been addressed before the car was listed on Carvana's website.

I am reaching out due to a disappointing experience with my recent purchase from Carvana, particularly regarding the handling of electric vehicles. Despite the initial issues, the Sales/Customer Service team at Carvana was exceptional and played a significant role in my decision to proceed with the purchase. While acquiring a Tesla Model 3 through Carvana's online platform was a straightforward process with reasonable wait times, the vehicle was delivered with minimal charge. The dedicated assistance of George E. from the Oklahoma City location was outstanding. Despite the car having only 7% battery upon pickup from the vending machine, George went above and beyond to ensure the car was charged sufficiently for my journey home. It is crucial for Carvana to improve its practices concerning the delivery of electric vehicles by either ensuring full charges prior to delivery or providing adequate charging facilities on-site. Moreover, for Tesla vehicles, a streamlined process for transferring ownership in the Tesla App post-sale is essential to prevent potential inconveniences for new owners. George and the rest of the Carvana team's exceptional service salvaged my overall shopping experience.

I bought a car on March 10th, but it has been delayed in delivery three times. Despite signing necessary documents, such as notarized paperwork, I still had to handle tasks like going to the DMV for emissions testing, which should have been taken care of before delivery. My temporary tag expired on June 23, and despite multiple calls to Carvana, I have not received a new one yet. They assured me that my registration was on its way but it has not arrived. I haven't been able to use the car since June 23, and all I get are apologies without any solutions. They sent me a $[redacted] check for transportation expenses, but I still expect Carvana to cover this month's payment due to their mistakes. In my experience, it might be better to buy a bike than deal with this company.

To Whom It May Concern, I would like to address the ongoing issue we encountered with our Silver Toyota Corolla [redacted] purchased in late March or early April [redacted]. We were informed during the purchase that any "small cosmetic" problems would be covered by Silver Rock Insurance. Despite our prompt action and scheduling an appointment at Gerber Collision on Kirkman Rd, our experience took a frustrating turn. We faced multiple appointment cancellations and significant delays before finally being seen on Monday, October 24th, seven months later. The customer service delays compelled me to reach out to Silver Rock on numerous occasions. Upon arriving for our 8:00 am appointment that Monday, we were met with a front desk worker who had building access issues. After waiting outside, we were advised at 8:15 to drop our keys in the outdoor box and leave. The car was declared ready for pickup on the following Monday, October 31, around 4:00 pm. Initially, upon inspection by David and me, the car seemed fine. However, by Thursday, November 3, the same issue reappeared, indicating an unsatisfactory repair job. The bumper remains unsecured, now looking worse than before our visit to Gerber Collision. Urgent assistance is requested to resolve this matter promptly. The transition from content Carvana customers to thoroughly disappointed individuals has left us seeking immediate resolution. Best Regards, Lisa L. and David O.

Hello, I have dedicated countless hours of my time calling and texting without any resolution. Feeling frustrated, I will be escalating my concerns to the BBB and other relevant parties. My purchase process began on 11/9/22. I took a third-party loan and sold my car to Carvana, with a scheduled delivery date of 11/12/22. Unfortunately, Carvana did not contact my bank to verify the check, resulting in a rescheduled delivery for 11/21/22 at noon. Despite spending over two hours on the phone confirming the details, the delivery was delayed again to 11/25/22 at 4:30 pm. I received conflicting messages today, causing immense stress. I have struggled with this purchase, dedicating more time than any previous transaction. I urge for an expedited resolution, ensuring the vehicle arrives as promised on Monday at 12 pm. I have taken time off work, obtained a loan, and faced credit implications due to this ordeal. I hope to receive the vehicle promptly to enjoy the upcoming holidays without further delays. Thank you, A.

I received a phone message today concerning the [redacted] Z4 BMW I purchased online yesterday (3/20) to "verify" my payment. The caller spoke quickly and was difficult to understand. Is there a scheduled three-way phone call at 4:30 Eastern Daylight Time between myself at [redacted], my bank Trustco, and Carvana to confirm my payment? I would like to clarify the details of your message to ensure I am ready to verify my payment for the mentioned car. Thank you. [redacted] or at the provided phone number.

I recently purchased a Jeep from Carvana, but when it arrived, it was dirty both inside and out. The clutch was faulty, making it difficult to drive, and there were issues with the front end causing shaking. After contacting customer service, I was advised not to feel confident in the Jeep. They suggested looking for another vehicle in my price range, but the one they were supposed to hold was not available. Eventually, I found a different Jeep, but Carvana refused to deliver it. Despite explaining my medical issues, they were unhelpful and I had to re-enter all my information on their portal multiple times. The scheduled pickup date kept changing, and the customer service representatives were rude and uncooperative. The whole experience has been frustrating and disappointing.

Hello, my car delivery from Carvana was postponed until tomorrow. They are requesting additional documents, but I am unsure what to provide for Employment Verification. Also, I am unsure about the "extra tips" section - is there anything required for that part? I need to submit everything by 6 pm today, but I only received the notification at 2 pm. Can you please help me clarify these sections so I can speed up the process and receive my car as soon as possible for work purposes? Thank you.