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

I agreed to sell my vehicle to Carvana. I had difficulty starting my vehicle, it had sat for a couple of weeks. Once the vehicle started, the tech drove the vehicle and we completed the deal. All the paperwork was completed, the tech handed me a check, and the deal was complete. Unfortunately, the vehicle did not start again so the tech told me the deal was canceled, even though we already completed the deal. After several minutes of discussion, he tore up my paperwork and demanded the check be returned. At this point, I just wanted the tech to leave. What I did not realize was the tech tore up my original TITLE!

Carvana did not care, wanted to leave. Awful customer service. Nobody has reached out to me or apologized for the mishap. Definitely, lost a customer.

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

I cannot believe how incredible this experience was. I was scrolling through cars on Wednesday, and it was delivered to my house on Friday!

From the financing to the processing to delivery, it was just incredible.

The delivery driver was so nice and friendly and everything happened exactly as they said it would. I love the keychain, the two very very nice cups, the nice little touch of mints, and I found sunglasses over the sunglass holder but can’t leave out the sun shield.

I will never visit a dealership again! Thank you, Carvana, for making my first experience incredible.

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

As a previous customer with an exceptional experience, I decided to return for purchase this past Spring. It had been terrible. I have been approved and close to closing the deal and then later told "Due to discrepancies, we cannot complete your purchase." I’m not too sure what’s being insinuated with that, however, as a person who's experienced identity theft, I chose to be careful with the interest rates and go through Carvana again. I was even considerate enough to wait for a response letter to my appeal. I never received one, I received an email that stated only "After reviewing your letter, we decided not to continue the sale." My account was blocked, giving me no access to anything. Now I come to create a new account and purchase a vehicle for the last time, in hopes that I’m not cheated again.

I would have to say 2018 Carvana is a lot worsened than when I initially made my first purchase with them. Be careful. I hope the staff has been trained properly to help the customer and not run them away.

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

I started a purchase of a minivan that Carvana stated had a power liftgate - a critical minivan feature that is either part of an expensive options package, or it's only available on an upgraded trim that costs thousands more than the base trim. But after I looked more closely at information from Carfax, it appeared to me that the minivan actually did not have a power liftgate. So I asked Carvana about this, and after a couple of hours their "markup" team confirmed via email that contrary to the Carvana description on the website, there was actually no power liftgate on the car.

So I asked for a price adjustment via email; no response to my email. Then I phoned customer service. The agent said she would "ask" someone else (who? I don't know) and put me on hold for 7-8 minutes. When she got back on the line she said there would be no price adjustment. So I said, "then please cancel the sale." She replied, "Wait a minute, I'm getting a signal to try a couple of things that might help you, let me put you back on hold." So I was put on hold a second time for 7-8 minutes. When she got back, she said, "There will be no price adjustment." So I canceled the sale.

So, what was the point of putting me on hold the second time? Was this agent actually talking to a higher authority when I was on hold, or was she just "icing the customer," a tried-and-true hard sell tactic?

And do you think that it was a mistake that Carvana advertised the non-existent power liftgate? Well, when I canceled the order I told the agent that Carvana must change the car description before offering the car for sale again, to avoid deceiving customers, and the agent promised she would do that. But guess what? When the minivan was listed back on Carvana's website it still showed that it had a power liftgate.

Finally, don't believe the responses by the Carvana rep on this website that they will work with customers when they make a mistake. They have done nothing for me. I endured a credit pull for no reason, so my FICO will fall. I gave them a copy of my license and trade-in title for no reason. And they are not decent enough to even send an apology email. Don't be deceived; there is no "Carvana Family;" it's a marketing ploy.

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

I found the exact car I wanted at a great deal (yes!).

I started the purchase process (let the excitement begin!). I received a call a few short hours later and was told "we’re going to have to put you in another car because the one you tried to buy never should have been listed." (Wait, what?)

After an excuse filled with mystery acronyms and seemingly deliberately vague sales terminology, the guy presents me with another car - older model, plus bigger engine, plus much higher price. I mention that's not really what I wanted, so he says he'll explore the other available options and load them into my favorites on my profile. (Ok, sure, I guess...but I was really looking to getting the one I tried to, you know, purchase?)

A couple hours later, I go into my profile and notice three cars have been added - the first is the older, bigger-engined one I already mentioned I didn’t want, the second was a more expensive convertible version, and the third was much more expensive ($20k!) with way more miles on it. (Um...bait and switch much?)

Throughout the phone call, all I could think was "if this is how they plan on doing business, they won’t be in business much longer." I'm in branding and marketing. I know a great deal about creating and maintaining your brand. This example is one super-quick way to demolish your brand.

As of this very moment, I would find it very difficult to recommend Carvana to anyone.

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

I ordered a car that was offered at $10,500. They didn't have it yet, so I had to wait. The next day they called to ask if I had any questions and to see if I still wanted the car.

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

I sold my 2016 KIA Optima to Carvana for $1300 more than a dealer was going to give me on a trade-in for a car I bought. They picked up my car, and within 7 days I got a check for the amount of their offer. During the process, I had a question and they promptly answered my call and resolved my issue.

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

I am in the process of having my new car deliver by Carvana and so far the customer service is great they listen and help you thru the process. I have read all the negative comments/feedback, and I honestly don't understand why would you complain. There are plenty of options, so if you have any problems, go somewhere else. Again, so far everything is going OK and I should be getting my new car next week, and I am sure Carvana will do its part to ensure I get the car as agreed and I am happy with my purchase. So if you have negative comments, remember you have choices to make, and if you read the negative comments and still buy from Carvana, that will be your choice, no one is perfect.

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

I found a truck that I was really interested in, a 2012 Tundra with 35,000 miles. Too good to be true right? Right after reviewing the Carfax, I noticed a discrepancy in the mileage. I called and asked how come the miles all the sudden has gone down to 30,000 miles when you guys listed it? The answer was they made a mistake and put the wrong picture with this car. The correct odor reading should be 83k so they will correct the mileage on the Carfax and their website. Then they insisted the price was right and will not be lowered.

Fast forward two weeks, thought I’d see if there were any new trucks and I find the same 2012 with the correct miles and a new lower price. I have instantly interested again, so I call to ask a few questions. Why when I try and purchase this truck it’s still trying to charge me old price? The customer service rep was one of the most unhelpful people I’ve ever spoken to. She was going to have to call me back to correct a price on my order I asked her have you tried to restart my order and she said no never thought to do that. I asked her about some of the features of the car, and all she was doing was looking at the same thing I could see. What is the point of that? How could you trust what they show you if the pictures are correct? How could you trust what they say when they don’t have any real information to look at? I don’t know that I’m brave enough to spend my money here no matter how good the deal looks.

Issues with this service:

1. Incompetent sales representatives.

2. Inaccurate photos of vehicles.

3. Photos of vehicles are not detailed enough to give you all the information. Look at CarMax, you can tell what the car looks like from the photos.

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

Carvana continues the run around on repairs. I have sent numerous estimates with requirements and they keep adding additional things for approval. They do this until you are past your 7-day window. It was nice not having to deal with a dealership, but at this point, I would rather have to deal with that on the front end rather than having to constantly contact the company to try and make things right. Carvana makes no effort on their end once delivery is complete.

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

This was the absolute most horrific experience in my 40 years of purchasing vehicles. And I actually purchased two from this organization.

From the first click to purchase the first vehicle to the final step of registration of my vehicles, it has been a nightmare. Mostly when a human was involved. I would suggest they review the hiring practices and profiles of individuals they on-board. They are well versed in making excuses and blame fixing while treating their customers as idiots.

I would never suggest anyone follow my misery with this company. DON'T do it, no matter how they flower the conversation! It is exhausting working with any of the resources you speak with...full of excuses and flowery words with no ability to support the customer needs, even when the company resources are found to have dropped the ball. They are well versed in covering the truth of shortcomings in their resources.

I give them one star because there is no lower scoring mechanism provided.

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