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

After looking at the 360° view online, which stated three imperfections that I am fine with, and checking the Carfax report showing all good, the odometer shown as 34,755 for Nissan Rogue SV, I went ahead and made a purchase. The car arrived today and we noticed more than three imperfections (chips) as well as a major fact hidden by Carvana, which is about the front left side bumper being damaged, which is clearly visible. The other issue is the tires on the front and back are from different brands (Dunlop in the rear and Bridgestone in the front). I also came across a summary of repairs that were kept on the car that mentioned the front left bumper being fixed and colored. The surprise is it was done at an odometer of 34,750. There are also a few dirty patches on the driver and 2nd row seats which were not shown by Carvana as imperfections. I don't understand why these details were not shown in the first place online and how they carried out the 150 point-inspections and missed those details. I have been struggling to find the email ID of the customer support team of Carvana to write. I hope those details were not purposely hidden.

Length of Use: Less than 3 months

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

Carvana was an awesome experience up until registration. Our temporary license plate is set to expire tomorrow (11/2) and I contacted Carvana on a status update to see where our permanent registration materials were, well, no information was available and all they could do is tell me they would upload another temporary license plate that would take 7-10 days to arrive. Mind you, they advised not driving the vehicle with an expired license plate. How does one get to work then? I received many different answers from different “advocates” and basically telling me I had to wait. I would not recommend them based on this experience.

Length of Use: Less than 3 months

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

Ordered a 2013 Mustang that was "delivered" at midnight in August 2020. Never received paperwork from the delivery company. Three days later after many phone calls, I get an email with temp GA registration and "plate." This temp registration expired on September 25, 2020. Today is October 22, 2020 and as you guessed, no registration or license plates. I have called Carvana many times and after holding for 2 to 3 hours each time, I am told the registration will be coming and if I get pulled over to show then some ridiculous letter that Carvana had sent me in an email. I don't think the police will accept that. So now I pay for a car that CANNOT be driven!

Length of Use: 3–6 months

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

By far the worst company ever. It has been 2 months and I have not gotten my registration yet. Horrible customer service. They said the call is being recorded for quality purposes, guess what? Your employees working from home are worthless, keep telling people "we are going to call you back", and nothing. Obviously, no quality control whatsoever. Trash.

Length of Use: Less than 3 months

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

My experience in the beginning was great. Zero problems making contact. Hold times were tolerable. About two weeks prior to my temporary plates expiring, I began calling and trying to find out the status as the dashboard was saying it is "Processing". Last week after several calls, it was changed to "Paperwork Received". After hours and hours of waiting on calls, I have had two managers tell me they would call me back this week but have not. Yesterday, someone I spoke with on Monday called me back and mentioned there was a problem with my title but that I should hear back from someone as my account was noted that I was to get a call back on the 13th. Yesterday, I made my second car payment for a car that I can not legally drive. To say I am frustrated is an understatement.

Length of Use: Less than 3 months

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

We received our 2017 VW Tiguan in June - our temp plates and registration expired on August 9, 2020. Two days before the expiration, we reached out to customer service because we were traveling out of town with the car and didn't want to take a car with expired documents. The customer service rep (the only one who was nice enough to actually try to assist us) told us that due to COVID everything was delayed, which we completely understood. She told us they were only reissuing some people new temp plates and others were basically getting a letter which you are supposed to hand to a police officer to read, if they pulled you over. We openly accepted the letter and waited.

September came around - we reached back out and customer service was NO help. They told us they did not have an ETA and basically not to drive the car. What's the point of having a new car if you can't drive it? We reached back out at the end of September - still no help. We reached back out in October and their update was that the documents were submitted but they had no ETA because it was now in the hands of DMV. Considering we bought a car from YOU - you should be able to give us all updated detailed information regardless of COVID or delays.

We are now going on 3 months with nothing. I had to post a bad review on the Carvana Facebook for someone to actually give me any information. I was told my registration was on a 6-8 week delay from the day of delivery, well, that puts us at this week. Still no plates or registration. I checked in with DMV NY and inputted the information - they said the information I gave for the car doesn't match their records. I then did a VIN search for the car and it says the title is in Ohio as of June 30th, 2020. We purchased the car WELL BEFORE this date, so why is the title processed there and for that date. I felt as if they only went out of their way for you within the 7 days window to return the car. The car also came not detailed - it had dog hair EVERYWHERE, garbage between the seats, and some sticky substance on the dashboard. The gas tank door latch was also broken and the inside of the door handle was peeling. We still kept the car but the look of it when delivered was unacceptable.

My husband purchased a car from an actual dealer at the very end of August and received his plates and registration in September. Every time we call they keep saying check your dashboard. Well, my dashboard says ZERO days for registration - so what am I checking?

I understand that the world is overwhelming right now but this is your job and when you have stressed out customers calling for a little help and update in regards to something that is REQUIRED and illegal to drive with. Some more information should be given, they should not be told we cannot give you any information.

The process may seem stress-free and wondering - getting a car delivered to your house but after that, it is not good. They need to retrain their customer service reps and have a better process for submitting information to DMV during these times.

I probably wouldn't purchase from them again. I will go to a legit dealer from here on out.

Length of Use: 3–6 months

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

If the vehicle is not at a local "vending machine," do not try and purchase the vehicle. They have canceled delivery of our chosen vehicle three different times putting us out for FIVE weeks. They only called and told me about the first cancellation less than 12 hours before it was scheduled to be delivered. The second cancellation was only communicated to me because I called them. The third cancellation came three days before the vehicle was slated to be delivered. Three days...and the vehicle was only coming 250 miles away. If I have received "priority status" and have been passed to the delivery conflict resolution department twice, why can't they have the vehicle driven 250 miles within the next 72 hours? Instead, it will be yet another week's time before we are even expected to have it delivered.

Dozens of promises and "sure-things" have been broken by this company.

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

Love the idea, hate the experience. Buying the car is a breeze. Day of delivery I get texts stating delivery delay. Texts on my phone ring my phone so this woke me up since I am on the west coast. Call into Carvana and they say they do not call before 8 am for the west coast but apparently automated texts are ok. They say that is how it works and deal with it. They cannot give me any information as to the delay or work performed on the vehicle I bought. I will be canceling the order.

Length of Use: 6–12 months

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

After writing negative reviews, the responses from Carvana told me to contact the normal support number. I gave that another shot. I was met with 50-min wait times to get to regular agents who acted exactly like I wrote in my previous comments.

After writing more negative reviews, I was contacted and told my calls would be routed to “Executive Resolution". Sure enough, my calls to the same support number had only a 5-minute wait and I was met with people who read the files and followed up on what they said they would do. After a short talk with "Executive Resolution," I was told that their third-party vendor, RegUSA, never even sent my registration to my home state (approx. 4.5 months sitting). The “Executive Resolution” agent refunded my registration fees and got me new temporary plates. When he pressed the vendor, it took a week, but they sent my paperwork in and my state processed it in another week.

After 5 months of waiting, I now have my tag title and registration. I understand that COVID caused delays, but this issue was completely internal to Carvana, their support agents not having an easy way to review previous issues and their decision to use third-party registration vendors. It had nothing to do with virus delays. I hope that Carvana has fixed their internal processes so no one has to go through this silliness again. As of right now, I would only purchase through Carvana again if I could handle the registration myself.

TLDR: Buying a car was easy and smooth. Registration was a Carvana caused nightmare that only “Executive Resolution” agents could solve. Be very wary of their “Registration Team”, they are not part of Carvana, they are third-party companies that do not communicate well with Carvana. Plus one star, up to three total, for the "Executive Resolution" team fixing the issue.

Length of Use: 3–6 months

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

Bought what I thought was my dream car, Audi A6. Little did I know I would be paying out of pocket so much for basic things that should have been done before selling this vehicle! It’s been in the shop 5 times in the last 3 months, so far over $3000 in repairs. Now I’m laying for breaks $1200, in which I told the Audi dealer 5 days after I bought it because of noise.

Length of Use: Less than 3 months

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

Carvana has a slick buying experience and delivery to your home. Plus a 7-day guarantee. All this is great if the car in their touted technically superior pictures is accurate. Plus their inspection process and informing you of defects 100% accurately. Many are happy. Mine was a complete disaster. Pictures showed a show-room high shine and listed as 3 minor imperfections - which I agree were minor on the car. However, Carvana did not inform that the hood, 2 fenders, and 2 doors had been repaired and repainted - poorly. Plus the bumper was missing a huge piece and had a 5″ tear. Oh, and 20+ other imperfections. Paint over-spray all over the car. I had two separate body shops validate and estimated $7K to repair and repaint.

Customer service is a joke. Once you have the car delivered and file a complaint, you will sit on hold for hours and advocates are powerless robots on the other end. I tried to work with Carvana. I uploaded 70+ pictures, 3-word documents explaining and the two body shop estimates. Promised 3 times a leader/manager would call back - nothing. No apology at all. Buck up and try a local dealer. You can view online, haggle online, and go drive/see the car. Plus an actual human to discuss any issues. Plus still waiting for Carvana to return my funds - they said maybe in 15 days! They delivered the car on a Saturday and removed funds on the following Monday.

Length of Use: 3–6 months

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