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

Carvana is one of the most evil businesses that I have ever encountered. I looked them up because I saw a commercial, and saw that they buy people's cars and give cash for them. I created an account and saw that they gave an extremely solid amount for my vehicle. I had rescheduled the pickup of the car because of personal issues, and now they are completely refusing to do business with me, and cite some BS rule. They all DESERVE to get fired and to go belly-up.

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

They started out by oh yes, you can buy a car here, they did a soft pull over the phone. I filled out everything else and even signed the contract for the car I was getting, and sent over all my documents with no problem. Then maybe two days later I got an email stating they could not verify me. So now I am little upset because I have a new inquiry on my credit with nothing to show for it. I also think they should have better disclosure forms. So if you don't have any source of income from a big company, don't do it.

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

Much easier than going to a dealership. Since you are buying online, there is no sales tactics and no price haggling. If you don't like the car, you can return it no questions. The most efficient and stress-free way to purchase a car. You can take your time while researching the car that best fits your needs. They do not try to sell you extras, such as extra insurance for full replacement value. These policies are an expensive rip-off. I know from experience.

If you want the most bang for your buck, Carvana is definitely the place. I was so impressed that I am adding Carvana to my portfolio.

Thank you for a really positive experience. This is a real review. I know many businesses pay people for fake reviews, so I am adding my name.

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

I have not owned a car for five years and was skeptical about stepping foot into a dealership or purchasing from someone on Craigslist. I was looking for a no-hassle and intelligent car buying experience, which is exactly what I found with Carvana!

I began shopping around their website for about two weeks, casually searching for a vehicle. This allowed me to thoroughly do research on each and every vehicle without feeling like a salesperson was breathing down my neck, waiting for me to chose a car. One morning I came across the vehicle that I knew I had to have and immediately started the process of purchasing it! Within minutes, I had my paystubs and license uploaded and was on the phone with my bank and Carvana to verify funds. The whole process took about 30 minutes (probably less) and was so easy! There were no surprise fees, and I knew exactly what my total was made up of (i.e. Carvana ExtraCare, state taxes, etc.).

I was scheduled to have my car delivered the day after the Tempe vending machine opened in Arizona. Carvana reached out to ask if I wanted to come pick it up and I definitely said yes! The car buying experience was easy and hassle-free, so seeing the vending machine was definitely an extra perk. I invited some friends to come and check it out and the Carvana staff was so accommodating! It was awesome to see the vending machine, and I drove away with my sweet new car. They had had it detailed, the oil changed, and a full tank of gas!

The Carvana Customer Service throughout the whole process has been and continues to be some of the most amazing customer service I have ever seen. When I call, they are quick to answer any questions that I have!

At the end of the experience, I was not pressured into an extravagant purchase and walked away with a vehicle that had all of the features I wanted it to without going over my budget! I ended up purchasing the Carvana ExtraCare warranty for peace of mind. So far driving my 2017 Chevy Spark has been a dream and while I hope I never have to use the ExtraCare, I know if I do I will be met with people who genuinely care about me and my new car!

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

A few weeks ago, I reserved a 2015 Miata hardtop. The general description of the vehicle gave no indication that there were any aftermarket components. Before delivery, I noticed what appeared to be an aftermarket antenna on tacked on to the trunk and when I brought it to the attention of Carvana, they conceded that the Sirius satellite radio was not factory installed. Components added by a previous owner should always be disclosed, as they may not offer the same features or integrate with the vehicle's systems as well as factory equipment. Because of this, I changed my order to another 2015 Miata, which required an additional week for delivery.

Two days before delivery, I received a generic-looking email from Carvana informing me that "an issue" had been detected with my vehicle. The email further instructed me to call the toll free number for more information. I called the number and was casually informed that my vehicle's folding retractable roof was damaged during transport to the Miami hub and would need repair, delaying its delivery by approximately two weeks. The rep said that they were also going to test the folding roof to ensure that its operation hadn't been compromised. When I expressed my disappointment, it was suggested that I simply "choose another vehicle."

I called Carvana, this morning, seeking more information. Specifically, I wanted to see photos of the damage before deciding if I wanted to move forward with the purchase. I was told that someone from the Miami hub would reach out to me with more information and pictures before the end of the day, but that didn't happen. I also asked if they'd be willing to renegotiate the price of the vehicle considering the damage and the inconvenience. The rep said they would not.

Considering the circumstances, it would have been appropriate for a supervisor to contact me when the damage to my car was discovered. I would have deemed that both considerate and professional. Instead, the phone reps that I've had to call treat my situation as though it's a trivial matter.

Needless to say, I'm not impressed with this company or its customer service philosophy. Looking at these other reviews, I see I'm not alone.

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

Confirmed delivery one week ago.

I emailed them twice twice to ensure no delays and confirmed it. One day before delivery, delayed.

Their excuse? "Truck broke down."

Get ANOTHER truck!

You know how I know it's a lie? Because as soon as it left Arizona, my tracking should have started. Nope, still no tracking. BBB will be investigating this repeated negligence!

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

They sold me a luxury lemon, and they did fix it all until my short term warranty was over. I went back to trade, and my credit score is much higher, and they are giving me unfair terms now with a much higher interest rate and a higher down payment. Why am I being punished?

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

I ordered a Scion TC through Carvana and had it set for pick up June 1, 2018. I got a call and email two or three days before saying the transport was delayed. No problem. I rescheduled for a day or two later.

Another email/call saying there is a part that needs to be fixed on the windshield. I reschedule again. I get a call THE DAY OF, two hours before I am supposed to pick up my vehicle, that it still isn’t ready. I reschedule AGAIN.

I got an email today (2 HOURS BEFORE PICKUP) that the part was ordered the day AFTER I was supposed to pick it up last week and it won’t be ready for another week. Absolutely ridiculous.

The only good thing that came out of this was the $250 check they were going to send me for pushing it back so many times and the rental car they paid for for the weekend before I was supposed to pick up my new car.

I will not order from them again. For those that have had good experiences, you’re lucky.

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

5/31/2018 Update:

On day one, I emailed pictures of the body scratches and other faults to Cheri. I emailed some additional ones since then as well. There are a lot of scratches. She doesn't generally respond, but I assume they are reviewing the pictures.

Chris, a "Customer Care Advocate," called me fairly quickly after my e-mail to Cheri, and I've talked to him on the phone twice, and also briefly in email. I informed him the 75th Anniversary package is a nearly $5,000 package that includes a steel bumper, a 6.5" touchscreen with UConnect, and leather-trimmed, heated seats (and several other options). The Jeep they brought me has none of those. I spoke to another gentleman as well, but he was talking in circles, and I did not receive any useful information, other than "the price is correct." Chris did admit the text description was changed after I bought the vehicle, but cannot explain why. It was something close to, "We get information from the VIN and other sources."

What I'm hearing so far is not encouraging. They are supposed to have complete information for me tomorrow about how to settle this. They extended my 7-day review period until 5:00 PM tomorrow (Friday 6/1), so they have time to try to address these issues.

6/9/2018 Update:

So Carvana offered me $600 back total to buff the scratches out of the vehicle (some are buffable, some are not) and also for the cleaning. They offered to order floormats but only after my 7-day "trial" period, which I did. They haven't arrived yet, and my carpet is getting very dirty. I also ran into a new wrinkle. Carvana keeps the vehicle registered under THEIR name the entire time you are making payments. This complicates vehicle registration if you have a personalized plate, like I do. It's possible to keep your personalized plate by sending them some information, but it does make the entire process more complicated than simply going down to your county clerk and transferring tags.

Would I do it again? Under most circumstances, I would say no. However, the vehicle I bought is a Jeep Wrangler, and getting a good deal on these is very difficult. They are wildly popular and hold their value so much that late models go for nearly new price. This gives Carvana an advantage over most dealers and individuals selling these, which is why I kept the Jeep I bought. In my particular case, because it was a Wrangler, I simply couldn't find a significantly better deal. I did find a much better deal on eBay, but it was in New York. I'd be buying long distance. I'm not a fan of that.

So bottom line, don't think Carvana is "no hassle," because it can be a great hassle. Also don't expect a vehicle that has only the scratches/damage that they identify on the web site. There will almost certainly be more, based on my experience. I've rated them up to 2-stars, due to the fact that the price was unintentionally more competitive and I have to acknowledge it wasn't a bad deal (or I wouldn't have kept it obviously).

Overall, though, the process was and still is a hassle, and I was slammed with disappointment when I first got the vehicle, due to the listing "error" and the additional scratches and dirty interior/exterior. I also really dislike that I don't receive a title and they keep it in their name. Why is that? Is it because it's easier to repo a car if it's in their name? Who knows. They didn't explain it, and I didn't see it in their FAQ, but I don't like it.

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

I bought a car off them after my used one failed. It was a quick buying experience. I had been looking at Carvana for the past six months and a lot of reddit reviews. So I picked the car I wanted and uploaded the documents they needed. I also took an extra step and uploaded my earnings statements that I saw one reddit user did. I don't know if this made the process quicker, but four hours later I was approved, and setting up my delivery date, I asked if an earlier date was possible and they were able to have my car delivered a day earlier.

The test drive went well, the driver was nice. I only noticed the carpets were a little dirty, and the driver said she would order new floor mats before I even got into the car. The car looked like it went through a $20-$30 car wash, not fully detailed, but I didn't care. I don't expect all cars to come fully shampooed and waxed. I only had one issue, which was no USB port. I called the Carvana rep, and they were able to offer me a $250 discount.

I still have four days to decide to keep the car. I'm only disappointed that it came with one key fob and it's one of those intelligent keys that cost like $200-300 to get a spare. Also, I didn't get a goody bag that a lot of other people got.

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

Do not use Carvana!

A car dealership is like a luxury vacation in Tahiti compared to Carvana.

Here’s what went down.

I’ve been looking for the right car for over a month. I created an account on Carvana and FINALLY found the car for me! I started the process, input all my info and everything looked okay. That was yesterday. Today, I get an email that my delivery is delayed. I called them and they tell me the phone number on my account doesn’t match what’s on the credit report, and that I have to get the alert on my Experian account removed. Okay, I start looking for information on how to contact Experian, and all I can find are automated system numbers.

I call them to find out if there’s another way to handle and the guy I spoke to said “Oh it’s all cleared up, I’ve got your number changed in the system, and you’re good to go. Your car will be delivered Tuesday.”

Haha, what a joke!

I then received an email stating my delivery would AGAIN be delayed. I called for the third time before noon. The young lady I spoke to said the underwriter had created a help ticket to get my phone # fixed, that she would call IT and call me back at noon.


Guess what? No call. SURPRISE! I called them, was transferred to the underwriter, whose name I believe is Cara. Cara told me the ONLY way I can get the car is to call Experian and get the phone number changed, they can’t change anything on their side, and she gave me the phone number. I called the number. It's a credit card company, not Experian.

I called back and canceled my order. I have health issues and stress extremely exacerbates my condition. I’d rather have another person puke in my mouth than deal with this C word. Their people lied, gave bad information, and all they can do is say “I’m so sorry you had a bad experience.” Stop being sorry and fix the problems.

Also, please do NOT reply to this with “Oh we’re so sorry, that’s not how Carvana does business” because I’ve found many similar reviews. Why doesn't Carvana train their people to do business properly? How about listening to the recordings and seeing how much they lie?

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