4.5 of 5stars715 Reviews
During these uncertain times, Carvana is dedicated to ensuring safety for all of our customers. In addition to our 100% online shopping and selling experience that allows all customers to buy and sell their cars without ever leaving the safety of their house, we’re providing touchless delivery that make all aspects of our process even safer. Now, you can get the car you want or cash for the one you have while avoiding person-to-person contact with our friendly advocates. There are some things that can’t be put off. And if buying a car is one of them, know that we’re doing everything we can to help you keep moving while continuing to put your health safety, and happiness first.
Everything is great, until you get the car
I spent months researching for cars and specifically the buying process through Carvana. Sounded great. I selected a Tacoma that happened to come from New York. I knew there was potential for rust, but I was willing to give it a whirl. The process of selecting a car and proceeding with the purchase was definitely great and easy. And the peace of mind knowing I had 7 days to accept the vehicle was awesome. The car was delivered on the date/time that was scheduled and the delivery person was extremely professional and helpful. I took it for a spin and it seemed great. I checked under the truck and sure enough there was definitely some rust, but it wasn't terrible. I still wanted it checked out by a pro and had scheduled a slot with my trusted mechanic the next morning.
I took the Tacoma in and they put it on a lift and examined the truck. They invited me back while it was in the air and we went over a lot of things. Luckily, the rust wasn't terrible. They said they'd seen Colorado cars in worse condition. And I am capable enough to get under the truck myself with a drill and a wire brush attachment and mitigate what I could (with some oil based rust inhibitor as well). But the real problem came when I told them that Carfax showed no accidents at all, which is a big flag for me, as it should be for anyone. Well, they showed me evidence that this truck in fact had been in an accident. The rear bumper was new. And the spots where the bumper was attached wasn't too clean. There were bolts missing because a couple attachment points didn't exist, whether intentionally cut off due to corrosion or due to damage from the accident.
So I called Carvana... the number I was given if I chose to return the car. I at least wanted to discuss this with them. I was promised a car clear of prior accidents, and I was given a car that had been in an accident. I went through the options on the phone, and ended up on hold with elevator music. The automated voice came on and said that due to a high volume in calls, my wait time was expected to be over 30 minutes. I chose to wait a while. Then after it kept coming back with over 30 minutes, I opted to have them call me back once it was my turn. Well, I never got the call and I never got to discuss this with Carvana. What I find strange about Carvana is you NEVER talk to anyone over the phone during the entire process, whether it be during the delivery phase or after the car is delivered. It's almost as if they want to avoid these exact situations. A 7 day return window sounds great, but it's moot if you're never able to contact Carvana during that window anyway.
So that's how my experience went. I'm still happy with the truck but I'm left with that feeling like I'd been screwed over a bit. I was told one thing and something else entirely happened. You'll get a car with a promise that it hasn't been in an accident.... but it was in an accident. You'll get an opportunity to talk to someone and return it, no questions asked... but you either have to wait in an invisible line for 30 plus minutes, or opt to have a call back which never comes. Proceed at your own risk.
Closed with Lender:
Vehicles have more defects than they point out initially
I ended up purchasing a 2017 Hyundai Tucson limited AWD initially and it took almost 3 weeks to get delivered. Not ideal turn around. They failed to ship the title to the hub and had to push my delivery date out. Mind you they waited until the day before my first scheduled delivery to tell me. After finally taking delivery I noticed there was an extreme amount more defects (dings, scrapes, blemishes) than what was listed on the website. Also there was something wrong with the antenna as I got no gps or radio signal. After a couple days I decided I didn't want to deal with repairs and opted to swap the vehicle out. I ordered a 2017 buick regal AWD. Took about another week to get that delivered. Again, so many more scrapes, dents, blemishes than what was identified on their website. Also the detail job was horrible and some idiot got car wax all over the windows! Overall the car was still acceptable after cleaning it up on my own and I decided to keep it.
I have to say though, I'll never buy from them again. They are dishonest about the scratches and blemishes and obviously no one is checking your vehicle to make sure everything works before you get it. They just want your money at the end of the day.
Closed with Lender:
Delivery was fine, after delivery they do everything to dodge you
I heard horror stories about after sale service from carvana but knew I was purchasing a vehicle with warranty so I wasn't too concerned as long as the pictures and cosmetic defects were outlined. We received delivery and it was immediately apparent that only the outside of the car had been cleaned as the interior still had the prior person effects, stains and grunge in the cup holders. We took delivery at night and they were a bit delayed so it was well past dark when we took delivery. There were two small scrapes that the inspection didn't catch but they were minor and didn't bother me. Because it was so late we didn't take it for a test drive until after the driver had left when my husband who is riding in the passenger seat says, 'it looks like there's blood all over the back.' Granted, we think it's probably bbq sauce or ketchup, it's on a tan headliner which is the hardest part of any car to clean. I called carvana, got someone and described the problem. They had me send in pictures and said they'd get a resolution before my 7 day return period was up. Not only did I not get a call or email back, but on day 6 out of 7 Carvana became very hard to get ahold of. If you call from your number the system recognizes it and sends you to a 2hr long queue. If you call from a third party number, you get through in five minutes. At this point, since I'm locked into the vehicle they have no reason to help me and I doubt they will. Their online chat feature has never worked and I don't have a Facebook but have heard that you can get through to them there. Good luck, prices are right but they don't stand behind their service.