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

After purchasing at least ten new and used cars over my lifetime, I was thrilled to be able to purchase a vehicle online to avoid the hassle of going to a dealer. To that end, I ordered a 2014 VW Tiguan from the Carvana website. This vehicle had the options I wanted, the mileage I was what looking for, and the price was in the range of dealers close to where I live without the $500 dealer conveyance fee. The purchase process was easy enough, including my trade and the customer service was first rate. I spoke to four different customer service reps over a matter of several days, and all four were professional, courteous, knowledgeable about the Carvana process. They were all were pleasant to speak with. A+ on the customer service front.

As far as the vehicle was concerned, that's a different story. It had multiple glaring cosmetic issues not annotated in the photos, on their website, and on the exterior. (I didn't even bother to look inside the car, so I can't comment on the interior.) It was disappointing, to say the least. The delivery person was very kind when I told her not to bother taking off the truck noting that she wanted me to be 100% happy with my purchase. I really wanted to purchase a vehicle from them but I wound up purchasing a vehicle I was able to see from a local dealer. Again, A+ on the customer service and D- on the vehicle presentation. Maybe next time.

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

I bought a Chrysler Town and Country Limited Platinum for my wife using Carvana. We have two toddler-age children so looking for a vehicle is time intensive. I thought it would be easier than buying from a dealership. That was a big mistake.

I never took delivery of my van. Carvana said that I needed to have the VIN number of the vehicle appear on my insurance policy, but that is not how my insurance works. I travel all over the world for work. I have an umbrella policy that covers me against injury, property damage, and underinsured motorist for $500,000.00. They refused to leave the vehicle, so I refused their transaction and promptly canceled the transaction online. They could not understand that the vehicle would be covered once I took delivery but I was not able to insure a vehicle that I had not accepted without pursuing an additional policy. The reason why I purchased the insurance that I have is to prevent liability confusion. I can drive any vehicle anywhere and be covered.

Thanks, Carvana, for ruining my weekend.

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

At first, I felt it would be just like any other used car website experience, but figured I'd give it a try. First, I prequalified with their finance company, then I searched and found the vehicle I wanted, it was listed as "coming soon." I opted to have them hold it for me and was advised it would be 10 to 18 days before it was ready for viewing, seven days later I received an email and a text advising me the vehicle was ready for review.

After reviewing the vehicle, I knew it was the one for me. I went ahead and finished the transaction and got to set my own down payment amount. Then I asked when I wanted the vehicle delivered. I picked my date and time, and the rest is history. About three weeks after I received my vehicle I received a delivery from UPS and when I opened it, to my surprise, there was brand new front,and rear floor mats for my vehicle which I had no idea were coming. Thank you, Carvana for this great experience!

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

Bait and switch alert! They did not honor the APR terms that I got in the pre-qualification process, I reserved a car 12 days later and they just changed my terms, raising the interest rate by %2.2. They refused to honor the initial financing terms. They did not listen to reason, I talked to two customer care advocates, that just focus on what is best for the Carvana, and did nothing to help nor keep me as a customer, they rather let you go shop for a car at CarMax that keeps a happy customer. After this experience, the Shark Tank car dealer feels better. At least you know in advance that they are going to do.

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

A friend of ours referred us to Carvana. That is when the nightmare started. We entered all of the needed information in the system and received the confirmation with the first offer, pending income verification. We sent in the requested pay stub (the company we work for is a non-profit and doesn't provide direct deposit). Apparently the incompetent underwriting staff at Carvana "assumed" the income verification provided was not adequate and asked for the "canceled" checks to match the check stubs provided, implying that the check stub provided was fraudulent. We sent those in as well. The underwriting staff calls and changes the terms of the agreement giving us our second offer because we are contract employees who receive a 1099 and not W-2.

We verified that we are regular employees and receive our W-2 at the end of the year, and we asked where they received this information, and we were told that due to the check stubs not having a YTD amount it was "assumed" that we worked contract status. The underwriting staff then went back and recalculated and gave us yet the third amount for the car we selected. At this point, we declined to do business with Carvana. My suggestion for Carvana is to hire competent staff that does not make assumptions about customers honesty based on the spelling of their name. It makes no sense that we should receive three different amounts with the same data. I am wondering if our name was not "ethnic" and was as nondescript as "John Smith," if we would have received the same poor customer service?

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

I've found a lot of the negative reviews, and it seems to be people who don't understand the process or had issues that are actually Carvana's fault. Having gone through the entire process with some hiccups, I highly doubt the complaints here are legitimate. Also, the BBB rating for Carvana is an A+, so there is that. Carvana is not a scam at all.

I love my new car! It is exactly as described and what I've been looking for. Also, the costs were significantly lower than those which are for sale at local dealerships, so that's awesome.

The main reason for my 5-star rating, though, is the customer service which I received. There were some hiccups within the entire process, but none of which are Carvana's fault. I had trouble getting a hold of my credit union (weird hours, one main employee, just odd set up) and Carvana went out of their way working with me. I didn't lose out while my credit union was taking forever to fix their issues and submit the requested documentation.

The Carvana customer service was always polite, knowledgeable, and understanding. They worked hard to help me the customer. Then, the next hiccup I had was the first car I wanted, it wasn't Carvana's fault but an issue with the car manufacturer. I decided I didn't want that vehicle and picked out another one. Carvana customer service was so understanding and transferred everything, created new contracts, etc., in a matter of minutes. It was so easy to cancel one order and start another. I basically didn't have to do anything.

The delivery of the new and pickup of my old car was a breeze! The driver showed up, let me test drive and check out the new car while he inspected my trade-in. I chose to keep the new car and signed the paperwork. He explained everything I needed to know (registration, loan, inspection, etc.). Then he loaded up my trade-in and drove away. I just completed my seven day period with my new car, and I couldn't have been happier with my purchase and experience! I highly recommend Carvana, especially for those with tight schedules who do not want to be hassled by car salesmen.

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

I must admit, I was skeptical about purchasing a car based on pictures alone. The entire process was very easy, I financed with them and it was delivered as advertised, spotless and clean. When I received the phone call to tell me everything was approved and it would be delivered, I told the customer service agent it was a surprise for my wife our 20th anniversary. They were super nice and when the car was delivered, they even brought her a gift basket too. I could not be more pleased with the service and whole experience.

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

I wanted to look over cars on Carvana website, all I got was emails and phone calls from every dealership from Toyota Honda. I had to delete everyone and put a voicemail on the phone telling them to stop harassing me. I wanted to shop and not be bugged, so Carvana is no different than Carfax, they do the same thing.

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

I was interested in a VW Touareg Diesel and trading in an Audi for the Touareg. I started the purchase process but had several questions about the Touareg related to the VW diesel recall. I spoke to three different people who couldn't answer any questions about whether or not the Touareg had received VW's remedial service and extended warranty per court settlement. Each time no one responded, and I had to call back. Emails to customer advocate didn't receive a response.

I asked that Touareg be placed on hold while they tried to find out answers. The car was on hold for one day but no answers about remedial service. The car came off hold and sold to someone else.

I couldn't get any help or accommodation regarding a comparable replacement vehicle. Just like any other car dealership, they wasted my time and they will waste yours.

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

No one is perfect, nor is any entity. Humans will find the most common petty things to complain about, that's just the nature of people. Most of these comments were stupid. My personal experience so far with Carvana was pleasant. The whole process was good so far. I haven't had any major issues with my car, anyone could have easily experienced any of these issues at dealerships, and also gotten ripped off with extra dealer fees, so when someone finds anything or anyone on this earth that's perfect, please let me know because that's where I need to be...

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

I recently purchased my second vehicle from Carvana, traded in my current vehicle both times. The number one best thing about Carvana is the ease of delivery/pick up, how fast it happens. Within an hour I sold my car, signed a few papers, and had a new one in my driveway. Super kind and helpful employees are also a plus, but communication can be frustrating. They ask that all your paperwork be submitted within 24 hours to hold your car, but when you work a full time job it can be difficult to do. But help is a call or chat away.

My only other complaint was my vehicle just wasn't spic and span clean as I would've hoped. Especially this windshield and windows were very smudged. As long as Carvana maintains their customer service and great prices, I will never go to a dealership again.

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