4.4 of 5starsRead 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.
If had to do it again, I wouldn’t
After finding the car I wanted through Carvana, I was rushed through the process of providing information, funding my loan with my third party financing and verifying the funds for my down payment. There certainly seemed to be a threat of the deal falling through if I didn’t have all the boxes checked within a certain (very short) timeframe. All of which lead me to the point where I waited and waited for my car. There was an issue with the radio even though it had already passed through the 150 inspection.... that had to be fixed. There were transportation delays. I even called the dealership where the vehicle was being repaired and they said it was just sitting waiting for Carvana to pick up the vehicle. Over the course of this process I talked and waited to talk with many representatives, some that are helpful and others that aren’t. This was also an undesirable experience. 20 days passed From my first scheduled appointment until when I picked up the car. The vending machine wasn’t loaded with my car and there was damage to the bumper from transport as well as a missing part discovered after I took it to a mechanic. This process was a headache and if had to do it over again, I wouldn’t.
Good sale experience with a few major flaws
The process of finding a car and applying for financing was easy. Once I had the car, it was extremely difficult to get anyone to help me with the details needed to finalize my registration. I bought my first Carvana car last November, and over four months later, I still don't have the permanent registration for it. Trying to get a customer service person is next to impossible, and when I have gotten in touch with one, they haven't been able to clearly explain why this process is taking so long.
I just got another car through Carvana last week, and hopefully this time it will go more smoothly. My advice to the company would be to make it easier for customers to access help other than the FAQ and "Sebastian" chat feature, hopefully by hiring more customer service staff. Even having a dedicated contact would have been great for this process, like being able to email one person for my post-sale details rather than waiting on hold for hours or waiting for a text from someone who's not familiar with my case.
Overall, the pros of Carvana are:
-the ability to buy a car with the specific options/specs you're looking for regardless of where it is, rather than relying on whatever cars your local dealer has in stock
-easy financing application
-easily accessible details about each car for sale
The cons include:
-Not enough customer service staff
-Registration process is way more complicated than with an in-person/in-state dealer
-Third-party partners dealing with registration or other details means that Carvana staff cannot be very helpful to customers experiencing a problem because they might not have access to necessary information
Closed with Lender:
It was ok
The buying process was very easy and our driver Tony was absolutely amazing. Tony pointed out flaws on the car that wasn't expected he was very nice everything went so smooth. That being said I took my new vehicle to a licensed mechanic to have everything gone over on my own expense. I have had the car for exactly 1 week today and the car already needs back brakes AND rotors!almost 400 dollars. The 3rd party warranty company won't cover the brakes and rotors! Because it is a preventative maintenance issue. This isn't right. If the problem gets fixed I'll be sure to update with another review. My 150 point inspection reported the back brakes and rotors to be ok. They said the back brake pads had 4mm left on them but the mechanics I took the car too I formed me that there is only 2mm left on the pads and the rotors have already had deep grooves cut into them... kinda frustrated with this. We will see.
Closed with Lender: