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

Carvana is terrible when it comes to delivery. We were scheduled more than twice and each time we got bumped. These were times that they made available for us and then when it came time to deliver they could never meet times.

Forcing us to drive to them, or having them drop off at another date.

I still don't have the car after two failed delivery dates and now I'm debating if I should go in a different direction.

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

I was excited about the concept of Carvana, however, the company really disappointed. The car my wife bought was supposed to go through a thorough inspection. Any mechanic would have noticed the car had been wrecked, however, it had a clean Carfax report so they tried to push it through. As part of any inspection process, a minimum requirement is to test the lights. This would have been hard to do since the wire going to the switch was disconnected. There were scratches around the steering wheel from where the airbag was deployed. Also on this specific car, it has a safety feature on the dash that locks the dash console when in a wreck to prevent anything from hitting the passenger. This device was triggered. They did return my wife’s car as promised, however, when in the seven days they lost the title.

Now the car is back on their site and is pending sale in less than a week after we returned. We gave all the details yet they only 1 in 20 cars pass their inspection.

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

I more than met the criteria for approval and I could not understand why I was being scrutinized by Carvana and mistreated by Onijah. As far as I am concerned, I am owed an apology and a review of my case by Carvana because again all rules do not apply to everyone. Furthermore, I will continue to share my experience with others and until Carvana makes some changes in the way they handle prospective customers. If all you and Mr. Garcia are concerned about is making millions of dollars (approximately 600 million) from hard-working customers and not treating them with respect and dignity in return, then you need to go back and take Business 101 and learn how to do so.

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

I put in all my information about my vehicle, it is a 2002 Mercedes C240, good condition, it came back saying they will offer me $200 for it, which was already a joke. And then I looked up the same make and model of my car and it found one and they wanted $4,400 for it, mind you my car has 99000 miles, this car same exact year and style had a hundred and sixty-six thousand miles on it. I know they need to make money but what kind of rip-off is that?

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

Roughly three months ago, I purchased a car from Carvana - a 2016 Nissan Altima and I'm already experiencing major mechanical issues, starting with the breaks - keep in mind, the vehicle was advertised with "new brakes". False! Within two weeks, I visited a SilverRock repair shop as instructed by Carvana and was advised that the brakes were new, but very cheap and were unfit for a Nissan Altima. Carvana stated that nothing could be done since the brakes were "actually" new while SilverRock sarcastically recommended I drive and wear them down until they stop squealing! Seriously?! Then my tires...Bad enough they came mismatched (which I kindly decided to overlook), but they're constantly losing air! THEN MY A/C STOPPED WORKING! It's like a bad dream turned into a nightmare! It's freaking June! JUNE! It's disgustingly hot, and guess who doesn't care? Carvana. I called to them complain and get some sort of resolution about the fact that my 3-YEAR-OLD VEHICLE has a dysfunctional compressor, but since I didn't purchase Carvana Care (which I was never prompted to on the website as they claim) and since I'm past the 4,189 miles warranty (less than 100 days though), there's "nothing [they] can do." My A/C was never particularly cold anyway; now I know why! I feel as though I am due some sort of complimentary repair despite their B.S. terms.

Carvana has been so rude, sarcastic, and shady since things starting going wrong, it's the least they can do to redeem themselves as a reputable seller. I will never refer anyone to Carvana otherwise, and I plan to seek legal aid regarding this matter because there's just no way that a 2016 Nissan Altima (a practically new vehicle) with such low mileage could pass an 150-point inspection with cheap breaks and failing A/C, and there's certainly no way Carvana will get away with blatantly not giving a crap about it! Just today, a Carvava rep even laughed at me over the phone as I expressed my discontent with my experience! Terrible customer service, terrible repair department, terrible business!!! Unless you want a car that'll conveniently start to fall when Carvana needs it to, I recommend going to a REAL DEALERSHIP! Otherwise, just get a cash car off Craigslist! At least if you buy a crappy car that way, you likely won't have to pay a note on it TOO!

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

I had bought my truck 3 months ago and for the last month and a half it has been in and out of the shop for stalking while driving "unsafe" my extended warranty was expired for 10 days for this still ongoing issue and will not have it repaired. I feel a company who is told to be the best does not step up and make it right shouldn’t be selling to the people.

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

I bought my 2017 Dodge Grand Caravan on 3/3/19. Supposedly everything "passed" inspection. Fast forward to late May 2019. My brakes are going, they are grinding away at the rotors and oh what's that? A FIRE! Yes, actual FLAMES from my rear driver's side braking system. I contact Carvana, they will do nothing, claim it's "wear and tear". I get the BBB involved as this is NOT wear and tear, this is a defective vehicle. Carvana requests documentation from a certified repair facility. I send documents from TWO different places supporting that this is NO WAY wear and tear! Carvana STILL refuses to do anything. I am a single mom, on medical leave with ZERO income who now has a vehicle that I CANNOT drive because it is unsafe and could catch fire again at any time (per both mechanics). Buyer beware! This "company" has no problem selling defective vehicles and will refuse to do anything about them but to blame you the customer. I will NEVER buy from here again and make sure everyone I know knows to stay FAR away!

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

The buying experience was pretty good...easy to search inventory, and the vehicles are a fair price.

However, I had several issues with my purchase.

1) They forgot to make the payment to my bank for my existing loan on the vehicle I traded in, and I called them to ask about it a couple of days before the payment date, and luckily they were able to get the payoff completed in time. If I hadn’t called there would have been late charges.

2) The "150 point inspection" is a joke. We noticed spongy braking a day after driving the vehicle, and it turned out all 4 brake rotors were completely rusted and the pads and rotors had to be replaced. The mechanic said it was the worst they’ve seen, but the car was originally from New Jersey where rust buildup is a lot more prevalent, and this was in Arizona.

3) When I took the vehicle in for a scheduled inspection to the dealer 15 days after purchase, they found the power steering was leaking, the battery was almost dead, and the alignment was off. Also, the front tires were 7/32 and the rear were 8/32 in tread depth (basically I’m going to have to spend $700 in the next 6 months to replace them).

Carvana’s 100 day/4,189 mile warranty covered the repairs (totaling $2,500 so far), but if I relied on Carvana’s inspection, I would have been screwed.

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

I am listing the sequence of events that have occurred on my purchase order.

6/14/19 Carvana order has been received.

6/14/19 Congratulations John, your documents have been reviewed and approved. Delivery date and time Wednesday, June 19th, 2019, 12:00 PM local time.

6/16/19 Email stating Delivery Delay and Carvana is working diligently to get the vehicle delivery back on track.

6/16/19 Email stating new delivery date of Sunday 6/23/19, 9:00 AM.

6/17/19 I respond to email requesting the Carvana team to try to keep to the original schedule date because I have scheduled to have a tow bar to be installed on the vehicle to tow behind my motor home for an upcoming trip. To date, there has been no response to this email.

6/17/19 Contacted customer service to find out what was going on with the delivery. The customer service advocate put me in contact with the delivery advocate (Sandy?) who stated the vehicle was mislabeled as a 3 instead of a 1 and that was the cause for the delay and they would follow up with me with a phone call and an email.

6/18/19 Never received email or phone call from (Sandy?) delivery team.

6/18/19 Late afternoon I contacted customer service again to explain the issue. Customer Advocate Marshall who followed up for me on any possible solution on the delivery and getting a credit for the delivery delay.

6/19/19 Received email back from Marshall that he was still working on following up on getting a credit for the delay in delivery.

6/20/19 Received email back from Marshall that a $25 a day for delays would be credited.

6/22/19 Received and email and a text from Carvana that the delivery was again being rescheduled to Thursday, 6/27/19.

6/23/19 Called customer service and spoke to Alex and explained I needed to have the tow bar installed on this vehicle before our upcoming trip on Friday 6/28/19. He stated nothing could be changed with the new delivery date. I requested to have a manager call me.

6/23/19 Recontacted customer service and spoke to Megan who did get me in contact with a manager (Jacob). Jacob is currently working with me to see if I can pick up the vehicle on Wednesday, 6/26/19 or early Thursday morning and bypass the new scheduled delivery date of Thursday, 6/27/19 at 4:00 PM in order to meet my deadline for leaving on our trip this Friday, 6/28/19.

This is my first purchase with Carvana and I understand mistakes do happen. I was somewhat okay with the first delivery delay, but after the second delivery reschedule I was expecting much more of a sense of urgency to meet my deadline to receive this vehicle. I know there are ways to meet schedules and make sure you are meeting the customer's expectations. My gut tells me this may be a common problem at Carvana otherwise the advocates would have taken all the extra steps necessary to correct the issue and meet my expectation.

I do want to compliment Marshall as he does to seem to understand how a customer feels when a delivery is missed on such an important and exciting event as a car purchase.

Thus far it has not been a Nirvana/Carvana type of experience.

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

The first car I bought was damaged in shipping and had bad brakes. Carvana said I could go on my own time and have it repaired and submit a claim or swap for another car. I chose to swap. They stated I was only allowed to drive 400 miles in the week, no problem.

The second car was supposed to be delivered on a Thursday, so I took another day off of work to accept the delivery. I got a call that afternoon stating my car would not be delivered as planned, they forgot to put it on the transport vehicle. So I waited three more days for delivery (I caused 2 days delay because my child graduated high school Friday and we hosted a graduation party on Saturday).

Second car was delivered on Monday. I drove it to work the next morning and the oil light came on. The car has an oil leak (I've had to put a quart of oil in it twice in the past 10 days). I called Carvana again to swap - again. Online customer service was unable to help with the swap, I had to call the 800# and wait over 30 minutes to talk to a person. By then the car I wanted was not available so I picked another. They said they couldn't deliver for over a week (8 additional days in this car).

As a reminder, they caused this additional week delay so I expected the 400 miles for that second week to be added. NOPE! They only granted me 200 additional miles, capping my usage on this broken, oil leaking car to 600 miles over a two week period. I am buying these expensive vehicles because I commute to Boston. I drive 400 miles per week. They have told me that they're going to charge me $1 per mile for every mile over 600.

I've missed 3 days of work trying to get a functional and safe vehicle delivered and countless hours on the phone with customer service. It's easier and more reliable to use a dealership. I will never ever ever use them again and will continue to tell everyone I know that they're a nightmare to work with and scamming people into buying lemons.

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

So my car was delivered with a nail in the tire and the tire air sensor light on. The delivery person said he stopped to put air in the tire but didn’t have $.75 to use the machine and says he didn’t know about the nail in the tire. Within 30 minutes of getting the car I was getting a new tire, Carvana agreed to overnight the money to me. I also noticed several good sized paint chips and scrapes in the rear of the vehicle none of which was disclosed. After sending in pictures and estimates of the damage (over $1,000), they agreed to pay for the damage. Within days I noticed the air conditioner did not work AT ALL! Luckily this was covered under warranty but still an inconvenience to spend MORE time getting this car in the condition it was supposed to be in when delivered. This is a 2017 vehicle with 43,000 miles when delivered.

NOW, the brakes didn’t really feel "right"...wasn’t sure if it was because it was a different vehicle than I was used to or if something was wrong but then I started hearing a metal "clink" when pressing the brakes so I took it to a Kia dealership and left with a $1,100.00 estimate for new brake pads and rotors! The technician said he "could see that the brake pads were installed without resurfacing the rotors causing a metal to metal grinding noise." He also said the rotors were rusted way more than a vehicle with 44,000 should be and that the problem most definitely should have been discovered in a 150 point inspection!

I haven’t notified Carvana/SilverRock YET because I am FURIOUS at the moment! ALL of the issues I’ve had SHOULD have been discovered in the 150-point inspection! I traded a 13-year-old vehicle with none of these issues, in fact, the $1,100 repair estimate is the same exact work I had on done on my car about 6,000-7,000 miles before trading it to Carvana! I got a newer vehicle with a warranty so I wouldn’t have to worry as much about repairs! I live paycheck to paycheck DOWN TO THE PENNY and cannot afford to have this work done! Be ready, I’ll be calling soon!

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