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Business Profile

Online Car Dealers

Carvana LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Carvana LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carvana LLC has 35 locations, listed below.

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    Customer Complaints Summary

    • 5,021 total complaints in the last 3 years.
    • 1,876 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am trying to do business with carvana by purchasing a vehicle and I have nothing but problems I been attempting to purchase for 2 weeks already so I choose my car gave them the funds and when I went for the finalize the deal they they send a email and tell me it's no longer available they helped me find another car and this time I had to buy insurance before I can finalize the seal which costed another 150 and they wanted another 100 dollars on the down payment so I proceeded and I had to get everything verified which was alit of work on my end because none of my bills didn't have my full name suffix so I had to get all my bills to including my rental agreement to my house all re done slaot of work do after 2 days of doing all that i even had to purchase home renters insurance after I did all that on my end we finally signed all the paper work and they told me congratulations on your new purchase gave me a delivery date all my stress was gone it was finally finalized 2 hours later I get a email and it says my order was canceled the car I wanted to purchase was sold I don't understand I was told the car was I'm hold why we were finalizing the deal and after we finalized the deal it was sold how us that legal I'm nit sure if that is legal after they we signed all the paper work and the car was basically mines I had insurance on it and everything I don't kno wat kind of business practice carvana conducts but I am so stressed on them treating me like this and I am renting a car because I didn't think this deal was gonna be a hassle I need a car for work and I was planing on getting a car last week but all these issues the date gets further and further I am attempting to purchase one more time and I just want to make sure I receive a car this time anyway you can help let me know I haven't made the deal yet they gotta refund my account the shipping fee and I can finalize the next deal

      Business Response

      Date: 04/07/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
      Thank you,
      The Carvana Team

      Customer Answer

      Date: 04/07/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

      Regards,

      ******* *****

       

    • Initial Complaint

      Date:04/02/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They would not cover warped rotors even though they were warped when I bought the car. They will not cover the rotors

      Business Response

      Date: 04/02/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 23 March I sold my car to carvana and the came to pick the car up on Sunday 23 march. When they picked up my car they gave me a bad check that I was unable to cash and *************** it was not printed out right the numbers at the bottom were faded and it was not cashed. I. Called cabana to complain and they took a week to get me another check even though they had the cash. The charged ** $390 to pickup the car and the pickup went bad I should not have to pay for bad service. I would like to be refunded the $390 since it took a week to reissue the check of $6,810 because their driver issued me a bad check.

      Business Response

      Date: 04/02/2025

      Dear BBB,

      Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. If the BBB has any questions during this process, please let us know, and we will be happy to assist.

      Thank you,
      The Carvana Team


    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Vehicle purchased 3/12/25 and within 3 days we began with issues. I have had a non stop code on my truck. We have the 100 day warranty but have no way to get it extended. The issue keeps occurring and no guarantee from Carvana that they or Silverrock will continue to cover it until the issue is actually resolved. The repair facility is great. This issue is not easy to chase. Carvana is not helping at all. - p0446 code several times and we keep chasing parts to get it resolved - over a weeks vacation and worked missed - we are a one vehicle home due to only one driver - repair facility is super Carvana is not wanting to work to get this resolved - not even giving me the option to extend the warranty on this issue The other issue is that there is no way a 150 point inspection was actually completed. Things they stated were completed or checked were not. Oil was old and not full. Filters were immensely dirty. I would like Carvana to let ********** to guarantee they will resolve this issue and this issue only. I am not asking for the moon. I am asking for a most likely known issue that they mostly likely cleared the code on, get resolved!

      Business Response

      Date: 04/02/2025

      Dear BBB,

      Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.

      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:04/01/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I submitted personal documents to Carvanaincluding my photo ID and vehicle titlebecause I received a higher offer from them compared to CarMax. Carvanas website and communication indicated that the process would be completed within a few hours, or at most 24 hours. However, after submitting everything, I received no updates or progress on the transaction.Eventually, after waiting with no response, I sold the vehicle to CarMax. Shortly after that, Carvana suddenly contacted me saying my offer was now approved. This timing makes it seem like Carvana was simply monitoring whether I sold the car elsewhere, and only responded afterwardgiving the impression of a competitive offer that they never intended to honor unless they had to.Meanwhile, Carvana held my sensitive personal data, including my photo ID, for several days without processing the transaction or offering a clear resolution. Im now deeply concerned about the security and handling of my personal information, especially since I never agreed to give them indefinite access to that data.I believe this behavior is misleading to consumers and could put personal data at risk. I would like confirmation that my personal documents have been deleted from their system, and I urge the BBB to take note of this pattern.

      Business Response

      Date: 04/02/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Undisclosed missing car part at purchase, no resolution after repeated attempts. Carvana needs to reimburse us for the part. We purchased a car from Carvana and have been dealing with an ongoing, still unresolved issue that has wasted our time, money, and energy.?? On Day 3 after purchase, we took the car for an oil change and inspection at the dealership and discovered that the back left tire sensor was missing. We immediately contacted Carvana corporate, who told us they were opening a claim. However, when we followed up, we found out nothing had been done, and we were redirected to SilverRock.?? From there, weve been stuck in an exhausting, completely unacceptable loop:? SilverRock refused to approve the repair based on our existing diagnostic and required us to visit an in-network shop. We left the car for two days at an approved shop, only to find out they did not have the equipment, and only ****** likely would.? Carvana and SilverRock then sent us to another in-network shop, claiming they had both the sensor and programmeronly for us to arrive and find out that they, too, did not have the necessary parts and also advised us that only ****** could fix this issue.? We are still without resolution, and weve now wasted countless hours and unnecessary expenses on Ubers, while our car remains unusable for a simple issue.??To make matters worse, we are now past Carvana's 14 day $0 deductible period, and likely only have the option of going to the dealership which is more costly (if SilverRock ever approves it). ??At this point, this process has gotten completely out of hand. Carvana should allow us to go to ****** and reimburse us fully for the repair. Instead, we've been sent in circles with no real help.?

      Business Response

      Date: 04/02/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a vehicle from Carvana about a month ago. Since the purchase, *** experienced several mechanical and quality issues that I believe were not disclosed at the time of sale making me feel the vehicle was ******************* are the problems:The brake pads were extremely cheap and already need replacing. They squeak constantly.The vehicle shakes noticeably when driving over ********************************** alignment issue.All four tires were in such poor condition that I had to replace them immediately.The battery is now failing and also needs replacement.On top of that, there are cosmetic issues like broken window buttons and a damaged sun visor mirror none of which were disclosed or visible in the listing.When I reached out to Carvanas support, they dismissed the cosmetic issues entirely, saying they only accept reports within 14 days despite the fact that I raised my concerns within one month. For the mechanical issues, I was told to go through a lengthy process on their site, with no guarantee that anything will be resolved or covered. For a vehicle thats been in my possession less than 30 days, I find this level of support unacceptable.I am seeking a resolution that includes either:Full repair cost coverage A reduction in my monthly payment to reflect the cars true condition Or the ability to return the vehicle based on misrepresentation and terminate the ************ deeply disappointed in Carvanas response and hope that by escalating this, I can receive a fair and timely resolution.

      Business Response

      Date: 04/02/2025

      Tell us why here...Dear BBB,

      Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. If the BBB has any questions during this process, please let us know, and we will be happy to assist.

      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:03/31/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Carvana knowingly pushed through my bank account a substantial down payment on a vehicle, under the initial and false representation of their agent that I was qualified for purchase and only needed to furnish current insurance. Within hours of this agents representation of sale qualification, which was also in writing to me on their app, Carvana suddenly canceled my car sale based upon their oversight of a note on my account. After ******************** cancelled my car sale within hours of my purchase, Carvana pushed through a nearly $2,000.00 down payment on a car the company is now unwilling to sell or furnish medespite taking my large payment upon cancellation. Carvana waited until I paid them for the vehicle, only to tell me that I was ineligible for the vehicle for which I paid, and then the company pushed the payment t through for a car I was ineligible for. Carvana did not offer a reimbursement upon cancellation of the sale. I had to call several times for a refund, which I still have not received. I want my full refund of $1890.00 immediately, as Caravan cancelled the sale within a few hours of purchase. I am a pensioner on a fixed income. Different agents made different representations as to what documentation was needed for purchase. Finally, I purchased insurance based upon the primary agents representation that all necessary documentation had been received by Carvana and that I only needed to provide proof of insurance, to only have Carvana cancel the sale and take my money anyway. I was not told in advance that a full refund could take up to two weeks. Carvana should not have pushed the payment through after canceling the sale the same day of attempt e purchase. That was dishonest. Being on a fixed income, I need my refund back immediately. Also, per Carvanas representation, I am due back the transport fee as the contract was canceled within 24 hours. These were shady business practices. So please provide my full refund.

      Business Response

      Date: 04/02/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a car from Carvana on March 29, 2025 and completed all the required steps. Carvana took my down payment before informing me that my loan was not approvedan act that is completely unacceptable and unlawful. They had no right to withdraw any funds from my account unless a loan approval was already secured for my purchase.Carvana withdrew the funds at 2:00 AM on March 31, 2025, and then canceled my order at 2:58 PM the same day. Despite this, they are now holding my money for 15 days under a so-called "review" process before issuing a refund. This delay is both unreasonable and unjustifiable.Their actions have caused me significant harm. I urgently need a vehicle to transport my wife to her stage 4 cancer treatmentsa matter of life and death. By wrongfully taking and holding my funds, Carvana has not only deprived me of my right to seek another vehicle elsewhere but has also directly jeopardized my wife's access to critical medical care.Withdrawing money from a customer's account without securing a loan approval is not just unethicalit is illegal. A down payment is intended for a purchase, not a mere reservation. I will pursue all available legal actions against Carvana for their unlawful conduct, financial harm, and the emotional distress they have caused my family. I demand an immediate refund and will not hesitate to escalate this matter further.

      Business Response

      Date: 04/01/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took the vehicle that I purchased in June or July from carvana to a repair shop. And the repair shop is saying that if I do an alignment it will mess up the back which is all corrroded and will break. I need an alignment bc my car is pulling to the right. I contacted carvana and they are washing there hands of all this and saying that my car is out of warranty. I need for them to fix this issue bc this issue with the car happened before I got it. And carvana does not want to help.

      Business Response

      Date: 04/01/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have assigned this to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
      Thank you,
      The Carvana Team

      Customer Answer

      Date: 04/01/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** *******

       

    Carvana LLC is NOT a BBB Accredited Business.

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