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

So I bought a 2017 Jaguar XE 35T from Carvana with only 5k miles on it. I paid a little more than it was worth but the ease of ordering online made it worth it for me. So after multiple transfer issues with the vehicle, I was finally able to pick it up in Cleveland. I was really happy with the car until I took it to my car detailing guy. Post detailing, he let me know that this vehicle was in an accident and that both the front end and rear end of the vehicle had been replaced. To make matters worse, the paint job on the front end was done completely wrong and it would have problems going forward. To say I was a little pissed off at this point would have been an understatement.

So how did Carvana supply me with a clean Carfax report, and this vehicle made it through their 150-point inspection without them knowing that this vehicle has been in an accident? It just isn't possible, right? Well come to find out Carvana is the one that replaced the rear bumper on this car but claims to not know anything about the front of the vehicle. So you mean to tell me that this car was in their body shop and they couldn't spot a reworked front end but my detail guy could? So I pulled the Carfax report on the Jaguar and sure enough it had been in an accident. I immediately called Carvana and was told that they didn't have a record of an accident on this vehicle but they would look into it.

A day later I received a call stating that they would either cut me a check for $2800 or take $500 off another car on the website. I thought long and hard about taking that $2800 until I had the Jaguar appraised at a local dealership and found out that it was only worth $26000 and I paid $35,000. I immediately demanded my money back. They actually asked me to drive the vehicle all the way back to Cleveland. That wasn't going to happen.

Eventually, they agreed to pick the vehicle up at my house. Now here is where stage two sets in. I find out that Carvana never returned my plates to the NY State DMV. I have had the Jag for a month so now I get to re-insure my trade in, backdate it to 9/1/2018 and pay a DMV fine. You see, in NY state you cannot take a vehicle off of your insurance plan until you turn in the plates. They typically have a couple week's grace period, but after that they fine you $8 a day. So I am currently holding insurance on a vehicle that I traded into Carvana, a vehicle sent back to Carvana along with the two vehicles that my wife and I are currently driving.

To make matters worse I just found out that Bridgecrest sent my first car payment back to Carvana instead of sending it back to me. So currently I am waiting around for nearly $6k in checks from Carvana and I am out the money I spent on detailing this wrecked vehicle, the WeatherTech mats I purchased for it, the trip I had to take to Cleveland to pick up the vehicle in the first place, and all this money I am spending to insure vehicles that are not in my possession.

So yeah, I don't think I will be doing business with Carvana again. On a side note, Jakob (not sure how to spell his name) has been really nice on the phone and has been going the extra mile in trying to track down the checks they are supposed to be sending me. I have probably spent 50 hours on the phone with Carvana, my lawyer, and Bridgecrest. Not the best way to be spending my time.

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

It seems like a great idea. But I like to have a feel for a car. Who wouldn't when you're paying $31,000 for it. So the first and second were not what I wanted. I ordered one more but had to drive to pick it up. I told them I would pass the 400-mile mark, which meant I'll have to pay $1 per mile. The gave me an extra 100 miles to go pick up. I picked up the car and didn't like it, so I tried to give it back but they said you must keep it. I tell them you said 7-day guarantee. Nope, if you don't like the first two, you have to keep the second one. I feel so cheated. It's best to just go to a dealership. You can look at how many you want and decided which one is for you.

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

My experience with Carvana was nothing short of incredible. I had lots of questions and my calls were answered within a few minutes by helpful associates who walked me through the entire process. I was a bit anxious about selling my car "online," but they put me at ease. When it was time for my appointment they arrived early, and within 15 minutes I had handed over the keys and received a check for the amount I was quoted. This quote was also ABOVE what dealerships were offering me. This was incredibly convenient, and I intend to use Carvana for all future car sales/purchases. Keep up the great work!

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

Let me begin by stating that I did not purchase. Every single vehicle in which I was interested had a "Pending" flag. This was out of 77 vehicles.

Additionally, the company lowballs your trade. Mine was a third of the Blue Book. Finally, your information is not safe and can not or will not be deleted from their site. The reps tell you that they are "required by law to maintain your information for 25 months since you have begun or completed an application." When I explained that I had done neither, the representative became less than pleasant.

In short, if you this place has terrible customer service, questionable ethics and you would be wise to reconsider purchasing from them IN SPITE of the catchy commercials and glitzy vending machines.

Terrible, terrible experience and I didn’t even purchase. I hate to think what the entire experience is like.

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

First I’d like to start by saying if you look at the reviews on Carvana's website, they are all great for the most part. Then when I read these reviews, I was like, ahh, these are the true Carvana reviews.

My father and I found a car we liked and went through the online process and found that user-friendly and pleasant. Then the terror began. They wanted us to call and verify our down payment was available in the bank. So we 3-way called the bank and verified funds set up delivery. They said they will deliver the car and remove money. Simple enough.

They then quoted us on the phone one payment amount then changed the amount because they had erased our entered information and entered their own. Then they added gap insurance and quoted us a crazy high number that I said can’t be right. "Oh yea, sorry Mr. Johnson, we will get it right." Ok great. The car is delivered, nice driver. We assume all was done.

Nope. I start receiving threatening emails demanding we wire payment, send a cashier's check, etc. We were told they auto withdrawal from the account. They then call and say we entered the wrong account number. However, wait a minute, we never entered an account number, it was done on the phone that they verified funds on. They treated us like we were trying not to pay because of their incompetence. I’m like sure, I’ll wire money, what are you gonna do for our inconvenience? Well, I got my answer when one employee hung up on us.

So we wired the money and they are still calling and threatening. I guess eventually they will figure out it was paid. I would just pay off remaining loan amount to avoid them making money on interest but was advised by there employee that they don’t care, they don’t handle the loans, they just sell cars. I wish I had sent it back, but my father does like the car, which was slightly overpriced. This is the last car anyone in my family buys from Carvana. As others have said, once the sale is made, you got what you got, no help from them afterward.

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

Do not buy from them. Until you buy, they talk nicely. You want your car value to just fell down to $2K in a days then you can buy from them.

From: PS

Date: Mon, Sep 17, 2018 at 1:53 PM

Subject: Re: Carvana - Purchase Update

To: Carvana Customer Advocate

I think Carvana is fraudulent from the day one I purchased my car and everytime a new reason is given.

I purchased the car for $11.8K value without other fees and while trading in less than 3 months, the value is down to $8K. The reason given is system error on your side with incorrect VIN number, two cars with same dodge dart. blah blah...

I will check to find a legal way to scrap this out. In the meantime, you guys can take my car back, or I am not gonna pay my EMI's until I have a correct trade in value as last week.

Why the heck your trade team did verify my License, Bank account etc., without checking the VIN number or other information...You have your own system errors and keep creating the worst experience in buying from Carvana.

I will post the same in social media as well and other places too.

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

Don’t do it! Go to a regular dealership, worst experience ever!

I bought a van who’s battery died both with only 16,000 miles on them and of course, it was the 8 days, so the 7-day return didn’t apply. Then they just disclosed after the dealership brought up that the van door was a different color and had been replaced. They had done work to it that wasn’t up to par and now my van has been stuck in a body shop that they said they would pay for, and trying to get them to actually pay for it is a nightmare. Do not buy a car from this company! I mean, I have cried so much, I am a mom to three boys and this is so unacceptable.

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

I originally bought a 2016 GT, already paid my $15000 deposit. They called me before shipping and informed me that there was an issue with the car using oil and they would have to take it to the dealer for warranty. I could still purchase the car if I wanted but it may be a while before it is available. I declined due to not trusting anyone, of my own record. They were very nice and said the money would be back in my account within three days, due to the process, which I am familiar with. As disappointed as I was, I went back on the site and found another GT, within minutes, called them back and they reworked all the paperwork and had the new car ready in two days. They were there on time, and the car was as clean as it could be. No hassle, no BS, it has been a pleasure dealing with Carvana and its team.

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

I am completely amazed by this company. My car was delivered almost a week ago, and I’m just as happy today as the day of delivery.

The entire process, from deciding on which vehicle to the delivery was exceptional. I was notified every step of the way. Customer service is outstanding! There is no question too small. They definitely go above and beyond.

The phone charger and gift card was a very pleasant surprise!

I have told several friends about Carvana. After seeing how happy I was, my boyfriend decided to check them out. He is now anxiously awaiting his vehicle! We both work for major car dealerships. This was by far so much easier!

Just try it for yourself...you’ll definitely be amazed!

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

Nightmare is a gentle term to use for our experience with Carvana, which still continues! When the car was received, the dashboard VIN had been removed. An oil receipt was in the car, and just out of curiosity, we called that dealer. The mileage was about 100,000 miles more than what the odometer read! It appears Carvana turned it back. There are numerous other problems, however, the ongoing one is that after four months, they will not provide the title and registration. I have exhausted my allowable temporary trip permits and can no longer drive "my" car because I can't get plates. Now my livelihood is affected, and I am unable to provide an income.

There seems to be no end to the go around. Why should they care? They have my money!

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

I sold my mint condition 2017 Chevy Camaro SS to Carvana, and it was a great experience! They gave me an instant offer on the car that was $4K more than what CarMax offered me for it, and from beginning to end, the process was great. They showed up on time, with check in hand, test drove the car, and we spent a few minutes at my house doing paperwork, and that was it! I have bought and sold a bunch of cars over the years, and next time I do either, I will definitely try Carvana first.

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