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

And their stupid response is call to get "looked" at, we have a warranty, but they fail to tell you they won't cover anything. And you have to take off work, find a dealership with a shop, weeks spent of wasted time on a piece of junk that doesn't start half the time. And they are not a company you can go and speak with someone - they are nowhere other than online so call, hold for hours, get hung up on, that is how they do business because you have no dealership to go to and speak with a person. You get no help at all.

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

I will start off by saying yes, the car search and initial purchase experience was easy and almost relaxing compared to the stress of having to go to a dealership and fight tooth and nail for a good deal. But that is where the good experience stops.

Completing all the paperwork becomes quite time-consuming. And the whole time you are filling out the forms you watch the timer tick down saying "complete now for guaranteed delivery." After rushing thru I was guaranteed delivery on a Tuesday (7 days away). The first bummer. Monday, the day before pickup, I received a phone call from a rep that the delivery truck never showed to pick up the car. Quite a head-scratcher. So the next delivery date will be the following Tuesday. The rep 100% guaranteed me this date the car will be there. 6 days later again another phone call. Right away I could tell by the rep's tone of voice it was more bad news. Again I’m told the delivery truck just never showed up and my car was sitting in Cleveland. Well, that’s a shocker because originally I was told the vehicle was coming from Indiana. I tell the rep I can’t wait 7 more days. I need this car and I will be away the next week. All he says is I don’t know what to tell you. You can cancel the order.

I almost feel like the vehicle I ordered didn’t exist. There is no way Carvana wouldn’t be able to get the car to me, especially if coming from Cleveland, which is only 7 hours from my house in over 14 days. It’s truly a shame because buying online seemed like a great change from traditional options but don’t fall for it. I also think Carvana needs to look up the definition of guaranteed.

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

Three reps told me 3 different things. Wasted my day and had a pull on my CREDIT FOR NO REASON! Only to again be told something different. If I could give a negative star, I would! I hate when companies wait until the last minute to tell you fine details. If they would have been upfront I could have not wasted my time...

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

Great way to purchase a car, unfortunately, everything after clicking the buy button was a nightmare. I found a car that I liked and the purchase process was straightforward and easy. I was then able to schedule a time for delivery.

My first delivery date was canceled and postponed over a week. A couple of hours before the second delivery time Carvana called and said that it would be delayed again until the next day. I had plans to go out of town the following morning. Finally, the delivery driver (the only competent Carvana employee I've dealt with) said that he would be able to deliver the car several hours later that the original time. It ended up being almost midnight before he showed up.

The car had numerous chips in the paint that were not documented in the sale listing. In fact, the sale listing said that there were no cosmetic issues with the car. The delivery driver apologized for the issue and said they Carvana would have this fixed. The repair team contacted me and said the paint would not be fixed.

Upon the second delivery delay, the local manager said that I would be compensated $25 per day from the original delivery date. He said that a check would be mailed after the 7-day trial period was over. I'm writing this review almost 2 months later and that check has yet to come. I contacted Carvana again and was told that they have no record of this promise.

Stick with CarMax if you want a better experience. I've bought several cars from them and never had any issues.

To be sure, this should be a 1-star review. Carvana as a whole deserves 1 star. The delivery driver, Will T, is the sole reason for bumping it to 2 stars.

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

Unfortunately, nothing about this experience has been stress or hassle-free. The first truck we picked was dirty when we picked it up (large black handprint on the side panel of the door, covered in bugs across the mirrors and front of the truck, crumbs and dirt on the seats, and a large wet stain on the passenger side), when we test drove it the truck pulled hard to the right. We explained our concerns and we were assured that we could get an estimate for repairs (assuming it was the alignment) and Carvana would send a mobile detailer out. Sounded easy so we accepted the vehicle.

After a day of driving it and realizing the time it would take us to be able to get an estimate, wait for it to be approved and the truck has to be taken in for repairs, we decided to pick another vehicle. No big deal. So I thought. The new truck was delivered a few days later. I immediately noticed the tread on the tires was extremely low and there was a large white scratch on the upper and lower bumper of the truck. As soon as I saw it, Derek, the gentlemen who delivered the truck, said my manager Luis already approved to have that scrape repaired. Awesome! And he said it would be easy to set up a claim to get the tires replaced since they were so bad. Again, having the time to do these things is hard for us right now with it being our busy season with work and the kids starting their football season.

I looked online to see if there was another truck so we could try this again. There was nothing available that was similar. I felt assured that these things would be taken care of so I was just going to follow the instructions I was given to get these two things remedied. Not only did Carvana deny the repair on the bumper but I was given the run-around. Derek gave me his direct line and after leaving several voicemails, and calling Carvana to check on it for me, I was told that Luis had no clue about approving the damage and I also could not speak directly to him. After 5 days I was finally able to get ahold of Derek who finally got an approval for the scratch to be repaired. In the meantime, I had gone to my tire shop twice for him to get the information Silver Rock was asking for on the claim for my tires. After I had left for the second time Silver Rock then had asked for photos. I did not have time to go back to the tire shop for the third time since I had already taken time off of work to do so the other two times. I personally called Silver Rock asking for what pictures were needed. The lady I spoke to told me she needed pictures of the chunks missing for the sidewalls, the VIN on the truck as well as the odometer reading. I sent the photos in immediately. The next day, which is today, I called Silver Rock to get an update on the claim. They are now requesting me to go back to the tire shop because now they need pictures of the tread depth. I have ZERO time to go back to the tire shop for the third time. I already had to take my truck in to get an estimate on the bumper repair and now have to figure out a time to take it back for the actual repair.

I called several times within my 7 days and was reassured all the way around that this will be an "easy" process. I am driving with tires that have tread depths of 3/32 and 4/32 and chunks missing from the sidewalls. So unsafe for myself and my family! This has been the most miserable, stressful, time-consuming vehicle purchase ever. I trusted Carvana and I was greatly disappointed.

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

I bought my Volvo on July 5th, paid cash. It’s September 9th and I still can’t drive it! No title, no paperwork. I am not so sure it’s not stolen. No one will call me back! 17 calls into it! My bank has contacted me.

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

Starting the process of buying a vehicle from Carvana was a new experience and awesome. Three months in I had to buy a battery and they did not cover it. I am very dissatisfied with there service of explaining the 100-day/4,000 warranty on the vehicle. Plus, I purchased an extended warranty and they still stated no. I do not recommend purchasing through this company. There should not be any reason I have to purchase a battery after I buy a vehicle from them.

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

I have been buying used cars for over 50 years. I thought I would give you a try because I trusted your 150-point inspection. I took it to a dealer for a pre-purchase inspection expecting that it would pass with flying colors. The dealer found that the front end (both fenders, bumper, and hood) had been re-painted indicating it had been damaged or in an accident. The dealer estimated that cars that have been in accidents are worth 10-30% less. They also found that it was missing 2 panels underneath the car, the front rotors and brakes were rusted from sitting for a long time, and a number of codes had not been cleared from the computer. When I called to go over this I was told I could return the car but you would not negotiate the price. This business model does not work for me because I had spent time, energy, and money for the inspection to determine if the car was really worth $4-5k above its KBB value. You were not even willing to return the money I had spent on the inspection when it is obvious you had done a poor job inspecting the car. Worst of all, no one apologized to me for your mistakes and its impact on me!

The other thing that really bothers me is that even though I have called 3 times about returning the car and have a scheduled pick-up date, your website shows that I am keeping it and I have zero trust in you right now.

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

Carvana does not live up to their claims. Please read to be aware of what you’re getting into.

I will say that the application and buying process was very easy. However, from form to delivery is a different story.

They promise next day or 2-day delivery and this could not be further from the truth. A few days after I placed my order online and had confirmed pickup for the car. I received a phone call from a rep as well as an email that I needed to fill out 2 more forms within the hour if I wanted to get my car on the delivery date. I dropped everything that I was doing during work that day to get this done. A few hours later they called me back and told me that I needed to fill out another form (which they hadn’t told me about on the first call), but since it was past their "deadline," my delivery had been delayed a few days. I filled out the form and rescheduled for the following weekend.

The next week the day before my "guaranteed pickup" I received another email stating that my scheduled appointment to pick up the car had once been delayed again. And they automatically rebooked me for a day that didn’t work for my schedule. I called once again to reschedule for the following week.

Another week rolls around and once again, the day before pickup they delay once again. From 2 days turning into 3 weeks from the final straw was enough for me, I called and canceled my order and rightfully so. The customer service was awful and not transparent. I would never recommend anyone to buy from here as it made me reschedule plans and jump through numerous hassling hoops all for nothing.

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

Do NOT, I repeat, DO NOT DO THIS. If you have a trade-in, they are unable to pay your lien holder immediately. I had a trade-in two months ago and they never paid off my car. I didn’t find out until missed payments were on my credit report. I called to get this straightened out and they had the audacity to tell me to pay both loans until they figure it out. This was the absolute WORST idea I ever thought of doing. Please do not give these people your time, money, or your car! I will do whatever it takes to make sure people don’t get sucked into this.

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

My experience was darn near flawless and I recommend them to anyone I can. In fact, I am seeing a LOT more Carvana license plate holders in my city over the past year or two. In December of 2018, I purchased a 2017 Chevy Sonic and everything went very smoothly. I chose what I wanted online, delivery was on time and the delivery driver was knowledgeable and answered all my questions. I took it for a quick test drive, had a total of 7 days to get it checked out, and kept it afterwards. It is a good car and most important to me I had a week to get the car checked out. Before going to Carvana I went to 2 different local dealers, they treated me as if I would steal the vehicle when I asked if I could take it to get a pre-purchase inspection. I am a middle-aged, single woman, not a criminal. Fed up, I went online to Carvana and had a good experience.

Registration was completed well ahead of running into any registration issues, plates were mailed to me in a very timely manner. Terms and everything were very clear and in black and white. I honestly don't understand why there are so many bad reviews here. It is possible Carvana could now be expanding far too quickly and don't have enough well-trained staff, it could be possible the complaining customers did not perform their own due diligence, or it could be a very bad combination of both.

Again, my experience was darn near flawless and I highly recommend Carvana to those who are willing to perform due diligence, get the vehicle checked out, read the contracts, ask questions, etc.

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