Carvana Reviews - How It Works, Warranty, Financing, Returns

Carvana moved my delivery date 7 days with little notice and offered no additional compensation to cover the cost of the rental I am using (my car was totaled) and car insurance premiums. I am a single, working mom and am now out almost $500. Hopefully they will deliver the vehicle on time the second time around, but I am concerned about this also. Would not recommend.

Bottom Line: No, I would not recommend this to a friend

I am passed my 7 day return period, my registration plates are on the way.

I lined up my financing through Capital One.

There is a team at Carvana that helps make sure the car that you want is available through their system. It’s not as straight forward as it should but it's hard to tell if that is Carvana or Capital One’s fault.

I also complicated things by selecting a car and proceeding to purchase before realizing it was 2WD when I wanted an AWD.

This caused an issue down the line as that old one was used on the purchase and loan docs (I noticed and it was changed).

There was also an issue with being able to approve loan payment because you have 24 hrs to do that and I was traveling. We got passed that.

One real issue was that the photos of the car showed a scratch on the front bumper but in fact, someone had glued a crack that ran through the whole bumper from top to bottom. I saw it and highlighted it at delivery. I have to believe it was the previous seller and that the car sitting in a pound in central California melted and exposed a poor cover-up job. I followed up with Carvana and they told me to go to a body shop and get a quote with pictures, etc. I did that and through their warranty company (Silver-something) the repair was approved. The shop fitted a whole new front bumper and uncovered an issue with the headlamp housing which was approved for repair on the fly. The body shop said the process was the smoothest and easiest that they had experienced. It cost $3000. Sure it was an extra hassle and it must have wiped out their profit on my sale. I could have spent less time in hold but all in all, they dealt with it and stood by the sale and that I think is the important thing. I will now use them again and so it might be expensive customer acquisition but they will get their money back over time. I will post this in 2 other sites because Carvana deserves recognition.

Bottom Line: Yes, I would recommend this to a friend

First I will state this was to be my 3rd car purchase through Carvana. The first - fairly seamless. The second did not go quite so well - a miscommunication here/there, with the biggest issues related to the actual delivery time frame agreement. Caused me the need to rent a car, have insurance longer than needed, endless phone calls. Nonetheless, I made it through the process and the car was as promised. So when I needed to purchase another vehicle I turned to Carvana (albeit with some hesitancy). I did find a car which could be delivered by Monday (perfect timing due to upcoming travel plans), purchased, preapproved through BofA so this should have been a breeze! Right? Nope. Turns out I was not given all paperwork needed for BofA and when I called over the weekend to find out what was occurring I was informed I needed to upload a different agreement. They shared they were not aware I was preapproved or they would have handled it differently. Ugh! Really! We spoke and BofA is on all of my paperwork...They could not have called, sought clarification, etc? I ask "will we be able to keep the schedule" and I am informed that will depend on BofA and if they will be able to get this done. I remind them any delay is due to Carvana, not BofA. When I call for an update I am told BofA has not yet posted approval so we cannot reschedule until BofA responds so this is a BofA issue, not Carvana. By the end of that call, I am furious.

Take ownership Carvana! So now I head out of town and this time I am not as willing to forgive. And apparently Carvana does not care as they said "ok well, your offer will expire and it will go back on the market." No apology. No responsibility. At some point, the "cost" of these errors and good customer service is something that Carvana needs to take into consideration.

Bottom Line: No, I would not recommend this to a friend

Nothing good to say about my experience with this company. They wasted my time and when I called I contacted them with my concerns I was told that the conversation wasn't productive. I will never think to do business with such a company.

Bottom Line: No, I would not recommend this to a friend

Five months later still waiting for tags, they lie about everything. Over $600 in fines on a car I cannot even drive without getting pulled over. Bought the car on June 1st, 2019, already one of the cruddy tires blew out.

Bottom Line: No, I would not recommend this to a friend

10/21/19 Found the car back for sale on their website and no email letting me know. With it being back up this soon, that means there was no "fix" to the car and I was lied to. Very dishonest and poor business practices.

Bottom Line: No, I would not recommend this to a friend

Will see what happens.

Bottom Line: No, I would not recommend this to a friend

Absolutely the worst car buying experience EVER! You people should be ashamed. EVERY TIME I speak to you about the same ongoing issue, I get completely different answers each time.

I purchased my car a couple of months ago. I received a call at the last minute letting me know their hauler wasn't working and 2 of their reps had to personally drive my car to me, from GA to NH. I was in desperate need of a car, so I accepted their offer. The car was a filthy mess inside and out upon receiving it. After the initial 7-day test drive, learning more about the car, which was skipped entirely when going over the car in person, I learned that my car was almost bone dry in oil and needed to go for an oil change right away, which is not 100% typical when buying a car through a so-called reputable company.

After another couple of weeks, I realized that my temp tags were about to expire. I called Carvana to find out the status of my registration and was told, I never sent in an Ltd. POA, which you all need to act on my behalf. I signed not only the POA, but a stack of other forms, in the 2 Carvana employees' presence, as well as in front of my husband. The 2nd Carvana rep who was there that day even signed as a witness and the 1st employee notarized it. The woman on the phone, when I later called to find out the status, had the audacity to ask me "well, maybe you accidentally kept it, so you can go get it notarized?" Ummm...?! If she had ANY CLUE, she would know I couldn't bring an already-signed form to get notarized by another party who didn't witness the signing of the form. AND, coincidentally, you have every other form that was signed by me on the date of delivery of my car...just not the POA?! So, not only do you all not know where that form is, but there is a signed POA, just floating around somewhere. So, you all got me a new POA which I signed, notarized and overnighted back to you ASAP. All during which, Carvana told me to go to the DMV, with only a P&S in hand to beg for another temporary plate. Which I did. And received.

And fast forward again to 2 days ago when I realized my temp tags were about to expire again. So I called Carvana and asked what this 2nd hold up is about. It's been well over 2 months and any communication about any of this seems to only be coming FROM ME, TO YOU...with STILL no resolution IN SIGHT. I told you all (2 days ago) that my local DMV wouldn't issue me another temp tag; the 1st time was a courtesy, since I didn't have the registration in hand yet...still! So you tell me you are going to put me in a rental, on your dime (but just wait...again, there's yet ANOTHER catch to this nightmare!). Apparently it is Carvana's policy to only rent out standard vehicles (Corolla or smaller). There's nothing wrong with that car, but if that small of a car fit my needs, I would've bought a small car instead of a full size SUV. Also, we were getting ready to drive 7 hours for a pre-planned trip (this is yesterday now) and there was NO way literally to fit all of our stuff! The 1st Carvana rep said she spoke to the local Enterprise Rent-a-Car and they advised her they were all out of SUVs. When we called back, a 2nd rep said that was incorrect; she didn't know if the local Enterprise had SUVs, or not, but that they didn't have the authority to upgrade us from a standard vehicle and that every member of the mgmt team was in an all-day meeting...and no one had the ability to override anything. The rep I spoke to actually encouraged me to drive my UN-registered vehicle the 20-30 minutes to the closest Enterprise location and risk getting pulled over and having my car towed, if not worse! So instead we wound up paying even more by taking a cab for the 30-minute drive to Enterprise.

My husband and I decided to just go to Enterprise and work it out ourselves, since all we've received from Day 1 has been lies and dealing with completely rude and incompetent staff. At one point, yesterday during all of this back and forth drama and lengthy conversations with DISGUSTINGLY RUDE and INCOMPETENT STAFF, the Carvana rep on the phone was yelling at me, LITERALLY (whomever is reading this...I encourage you to pull the phone call between us and your company to learn of this yourself), screaming over my voice so I couldn't get a word in. Once we got to Enterprise, the manager said no one from Carvana had called them at any point that day thus far and he didn't appreciate Carvana putting words into his mouth, that were not only unauthorized, but were lies. It turned out they had plenty of SUVs. After receiving a call from a Carvana Manager, it took about 30 seconds to upgrade us to the larger vehicle to suit our needs, but that we still needed to pay the deposit. Carvana has now taken over a $6.000 down payment and 2 months of car payments from me...and all I have to show for it is an SUV sitting in my garage that would be illegal for me to drive. And they STILL don't have an ETA for me for my registration!

Bottom Line: No, I would not recommend this to a friend

I've heard from my friends that buying a car from Carvana was more convenient than an actual dealership so I gave it a try. Boy was I wrong. There are just way too many people working on my case and each time they need to put me on hold to "understand the situation". The communication sucks, no one reaches out to you to let you know your process is completed or if there are documents that need to be signed. I was rescheduled for my car delivery 4 times! I would call 2-3 days in advance for a verbal confirmation of my delivery date and time as well as an email confirmation that assured me each time I am getting my car on time. I've called off from work 4 times to receive a car that I have been waiting for almost 2 months for and I still do not have the car! The advocates are unhelpful and not empathetic to my situation except for one, who promised me a reimbursement for my wasted time. And now they're telling me they do not reimburse. This business is inadequate even with it being a great idea, there is just no structure to the execution here.

Bottom Line: No, I would not recommend this to a friend

After the temporary registration expired, I didn’t get the registration, they told me it will take 15 days more...so I don’t recommend Carvana for anyone. Very bad experience, my car is going to waste for two weeks. I am an Uber driver, I don’t have a job for 15 days. Sfter I call their manager they don’t have any proper answer.

Bottom Line: No, I would not recommend this to a friend

Deplorable company who simply wasted many hours and hours of my time. They expect everyone to be an old-fashioned W2 employee. Despite continuously showing them 8 different ways solid proof of my independent contractor income, they kept finding more ways to waste my time, upload new documents, etc. Every customer service rep will tell you something different. Good luck trying to get through to someone in a timely manner - you can call and get a message saying your wait time is under 5 minutes and it would often take an hour plus to get through to someone. What a total disappointment. I feel suckered. I have never in my life experienced something as frustrating as this experience was.

Bottom Line: No, I would not recommend this to a friend