I contacted Carvana around March 25, 2018, and began the process to purchase a vehicle. I already had my financing in place with my credit union, so this should have been a very easy and seamless transaction.
I uploaded all of the required information and provided them with the check information to purchase the vehicle on March 28, 2018. I received a call from the client service representative, J.C., and was advised that everything was completed and I just needed to select a date for delivery. We agreed that Monday, April 2, would work for all parties.
I was extremely excited because it appeared that I would be getting the car that I wanted, along with the minimal hassle that they had promised. I received a call on the morning of delivery, April 2, and was advised by the Carvana rep that I, in fact, would not be receiving the vehicle, as promised. I was told that apparently the car had not been recycled enough to pass emissions! I was obviously upset and extremely perplexed! Why was I receiving this news on the actual day of delivery?!
I immediately contacted the corporate office to complain and was told that they simply did not know when the vehicle would actually be ready for delivery. Can you believe that? I was advised that someone would be reaching out to me very soon. I am not lying or exaggerating...over the course of the next six days, I did not receive a single phone call from any representative to update me on the status, or to even attempt to try to console or explain what was going on. I called them at least seven times! Every representative that I spoke with simply passed the buck and said someone would be getting back to me. This is no lie!
Finally, by April 8th, I'd had enough! I decided on April 10th to make the purchase of my Toyota Avalon Hybrid Premium at a local dealer, instead. Ironically, on the same day, I received a call from a Carvana rep indicating that the car could be delivered that evening. Of course, I told them to get lost!
Here is the crazy irony; not only was I going to purchase my vehicle, but my son and sister were both purchasing vehicles at the exact same time as I. No kidding! Needless to say, if my experience had gone well, I would have strongly encouraged my son and sister to follow in my footsteps and purchase from Carvana. Including all three purchases, they lost out on at least $110k in total sales, since my son purchased a 2016 Corvette and my sister purchased a 2015 Toyota Highlander. I purchased a 2015 Toyota Avalon Hybrid.
Needless to say, I would never do business with them again and will tell everyone I know about my experience. To paraphrase their corny commercial, "they did suck!"
Bottom Line: No, I would not recommend this to a friend
Company Response from Carvana
May 1, 2018
Thank you for taking a moment to give us feedback about your experience. There is no excuse for what you experienced, and not indicative of the experience we want our customers to have. We discovered your Toyota Avalon needed a drive cycle on the day of delivery, but this should have been caught well beforehand, and for that, we would like to apologize. Knowing how important first impressions are, we understand you urging your family members to purchase locally, as well and hate to see how your Carvana experience went.
Given what you have experienced, we would like to mention that this situation is the exception and not the norm. That being said, we also truly value your feedback because it helps us keep tabs on what we are doing well and what we can improve upon. We are always here to support our customers and would be more than happy to provide you with a proper Carvana experience if you decide to give us another chance down the line. If you do, feel free to contact us at 1-800-333-4554. We look forward to rebuilding your trust in Carvana!
