ComplaintsforCarvana LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between my husband and I this is the 6th vehicle we have bought from Carvana and have been mostly pleased with our experiences over the years. However, our most recent purchase that we bought 4 months ago has been in the shop several times and fortunately Silver Rock has covered everything until now. We have brought it in several times the past two or three months for a clunk under the vehicle that the first shop could never figure out. Brought it to a new place that found cracked and dry rotted rear mounting bushings- something that doesn't happen in 4 months, was obviously present when we bought it, and kept bringing it in to have looked at. $1,100 fix that neither Silver Rock or Carvana will rectify. They just keep sending us back to one another. Yes, it's normal wear and tear not a mechanical issue but if these vehicles go through a 150 point inspection as they claim this should have been discovered and addressed prior to selling the vehicle.

  Business response

  07/27/2024

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. We know that many customers select to purchase from ******************** because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of *******/***** miles has expired on 06/24/2024. The customer has an active Essential ************************ coverage this is a basic level of extended coverage that covers parts of the vehicle that moves it, such as engine, transmission, and drivetrain. Any parts/repairs that are request that fall outside of the coverage, will be an out of pocket expense. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 2, 2024, I purchased a Tesla from Carvana and paid the $1,990 delivery fee. On July 3, I also provided a check from my credit union (Navy Federal) for the full amount of the vehicle plus other fees. On July 5, I called Carvana to make sure that everything was in order for my July 13, 2024 delivery. Carvana assured me that the check photos were received for the full amount of the car, the funds were verified, the delivery fee was paid, and that the car would be delivered on July 13. They said there was no further action on my part. On July 13 the car did not arrive. I called Carvana. They sold the car to someone else and told me I was supposed to do something online that I was not aware of. I told them to refund my delivery fee since they did not deliver the car. They refused.

  Business response

  07/29/2024

  Dear BBB,
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we have worked with this customer and provided a resolution. The customer's shipping fee was refunded on 7/24 and a receipt was emailed to the customer. Please allow 5-7 business days from 7/24 to process. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you,
  Carvana Team
  
  

  Customer response

  07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this complaint is resolved as my refund was received. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I completed the process from Carvana to buy a 2021 *** X6 M50i Sport Utility and paid $38,890.00 downpayment with added fees $1,590.00 for shipping of my new 2021 *** X6 . Carvana cancelled my order and did not deliver the 2021 *** X6 M50i Sport Utility, and won't refund/Reimburse my money back. Carvana just kept my money, no car, no delivery, no follow up. Usually that's called stealing and is a crime. Attached, signed contract showing downpayment. This Letter of Intent to *** serves as a formal notice of our intent to file a lawsuit against Carvana LLC and ********************* in federal court for breach of contract security agreement, Failure of consideration, violations of Truth in Lending Act (TILA), fraud, misrepresentation, tender of payment obligation, unjust enrichment, defamation of character, ********** and Libel, Extortion, Conspiracy, Racketeering, GAAP Fraud, security fraud, negligent and Civil liability for willful noncompliance with the law.

  Business response

  07/27/2024

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we are currently working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization by the customer is given, ******************** will begin pulling funds from the listed account number provided by the customer. The customer's payment for the down payment and shipping fees both failed, since we sent notice via email that the order was cancelled. The vehicle became available for order by another customer. 
  We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got this car in October of 2023. Since moment I drove off with it I have had constant issues and its one thing after the other. My battery twice now has been replaced and AGAIN its not working ! I have small children and they sold me an unsafe vehicle

  Business response

  07/27/2024

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. We know that many customers select to purchase from ******************** because of the convenience, and we want to be sure that convenience lasts far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of *******/***** miles has expired as well as the extended coverage, therefore, we will not be assisting with any repairs. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On or about July 09, 2024 I started searching for a car for my son. After several days of searching, I decided to go for a car in which they "pre-approved me" for a car in the amount of around $19,177.30, but because of the down payment was too high, they suggested to get a co-signer which I did. On July 11, I placed a purchase order, I submitted all the documents required and also submitted the required down payment in the amount of $450.00. I spoked with several "Carvana advocates" regarding this purchase in the documentation required. They reassure me that everything was received and they were reviewing them. Somehow the purchase was cancelled just recently because of "document not received". After many phone calls and talks with Carvana's "advocate' they reinstated the purchase since they already had my deposit to finish the process. They required a list in which I had to send one document from the list as they wanted to verify my self-employment. I sent my FEIN ID Number, for them to turn around and tell me that they could not accept my tax ID number as proof of my business since my business was an old business, which it did not make sense. They emailed me another list excluding that FEIIN number and I send my Schedule C for them to turn around and say that my bank statements, which they had since early July, did not meet the criteria of income verification. This is the most unprofessional, unorganized and misleading company I have come across. The way they do business should be a red flag for fraud and misleading advertising. You can't take people's hopes, happiness and especially money to turn around and tell them that they don't qualify. The problem here is not been qualified, the problem is that they collect money from people like me that we have less than perfect credit, and fall in their trap. (see attached)

  Business response

  07/27/2024

  Dear BBB,
  Thank you for providing further insight into this situation. Upon additional review of the account, our team has worked with the customer and provided clarity on the income requirements between personal and business income. Carvana may ask for business income verification during the car purchase process. Here are some documents that can be used to verify business income: Bank statements, Canceled checks, Tax documents etc. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require additional assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  The Carvana Team
  
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07/19/2024, I received a email from Carvanas dispute team stating that they wont allow me to apply for a car loan due to them saying they discovered that information or documents I provided were potentially false, misleading or otherwise could not be verified. I explained to them that I never tried to apply for a loan and that my account was compromised. They said they made a secondary review and still prevented me from applying for a loan. They are assuming that the documents they received for a car loan was from me, but it was not. I should not have my account closed just because someone hacked my account. They did not fully verify all information given to them. They are only going off of what they received and not who actually submitted the documents.

  Business response

  07/27/2024

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After a thorough review of the customer's account we are unable to move forward with the sale of a vehicle at this time because we were not able to verify certain information and/or documentation provided to us. This is a final decision by the ************************ We have noted with the customer that we could not verify all necessary information in order to proceed. Should the customer have any further questions, please reach out to our Treasury ********************* by emailing *********************************** If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased a 2015 Chevrolet Equinox.1. Item #** on the 150-point inspection is "Brake pad thickness at least 4mm." The inspection document for the car said that this had been "fixed or replaced."2. Item #** is "Brake rotor thickness" (without a specific level of thickness mentioned). The inspection document also said that this had been "fixed or replaced."3. Both claims were false. The brake rotors on all four wheels were severely rusted and had to be replaced. The brake pads were only 2mm thick.4. As I was out of town, I only noticed the severely-rusted brakes 32 days after the purchase. I understand that this is after the 7-day return period, but I simplyassumed that something that was listed as having passed inspection would actually be in a condition that did not require immediate replacement.5. While having the brake rotors examined at a repair shop, they noted that the brake pads were only 2mm thick. There was literally no way for me to check this, examine this, determine this on my own within ANY period of time without going to a repair shop. I don't know how to determine brake pad thickness on my own, nor does anyone else. I only drove 1300 miles with the car and obviously there is no way the brakepadthickness went from 4mm to 2mm during this period.6. THIS WAS A LIFE-ENDANGERING FOUL-UP ON H32383037**32303933H'S PART. What if I had gotten into an accident because the brake pads were significantly thinner than H34**3439323839**39H claimed?What else did H34**3439323839**39H lie about on the 150-point report? 7. I had to pay $558 to replace the brake pads.I am asking to be reimbursed for this. if not granted, I will initiate litigation. The issue is the integrity of H34**3439323839**39H's claims about its products, not the money.Furthermore, I will be speaking with the Arizona Attorney General's office regarding an investigation into the integrity of the claims made by H34**3439323839**39H regarding the quality of the cars they sell. Lives are on the line.

  Business response

  07/27/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates is currently communicating with the customer. We kindly request that the customer liaise with their designated case manager should further clarification be required. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
  Thank you,
  The Carvana Team
  
  

  Customer response

  07/28/2024

  I'm not exactly rejecting the company response.  A company representative did contact me and said that Carvana will send me a check to reimburse me for the cost of repairing the defective part.   Once the check arrives, I will withdraw the complaint, (or state that it is resolved or whatever it's called).  I will also withdraw and cease the various other actions that I have been taking.

  Business response

  07/31/2024

  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
  
  

  Customer response

  08/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.   The check appears to be in the mail so assuming it arrives I will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my car around July 2023 and shortly after I passed the 7day return policy I started experiencing engine troubles. I tried reaching out to Carvana but they never got back to me and I couldnt return my car.

  Business response

  07/27/2024

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. We know that many customers select to purchase from ******************** because of the convenience, and we want to be sure that convenience lasts far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of *******/***** miles has expired as well as the extended coverage, therefore, we will not be assisting with any repairs. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to purchase a car through Carvana. Had to put down ******* which we did. Worst experience of my life. After jumping through hoops for 2 days, customer service making mistakes entering financial information we decided to cancel the order. They still took the money from our account I was told it would take 3-5 days to get it back. I shouldnt have to wait 3-5 days when it only took Carvana less than 24 hours to take it If my money is not returned by Tuesday I will file a complaint with my States Attorney Generals office. This company should not be allowed to get away with these practices

  Business response

  07/24/2024

  Dear BBB,
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we have worked with this customer and provided a resolution. The customer's shipping fee has been refunded today and a receipt emailed to the customer. Please allow 5-7 business days from today to process. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you,
  Carvana Team
  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint regarding the sale of my vehicle to Carvana on July 4th, 2024. The transaction initially appeared to proceed smoothly, as the vehicle was picked up promptly, and I received the bill of sale without issue. I provided the Carvana representative with a cashier's check for $2,200, and I was assured that my auto loan would be paid off within a few days.However, it has now been over two weeks since the sale, and my loan remains unpaid. As a result, I find myself without a vehicle and facing a loan payment. Despite contacting Carvana five times to resolve this matter, I have only been informed that the delay is due to pending paperwork at the local "HUB," which is needed before the treasury department can process the payment.This delay is unacceptable. I have been put on hold for over an hour during each of my attempts to seek updates, only to receive the same unsatisfactory response each time. The lack of timely communication and resolution from Carvana is causing significant inconvenience and financial strain.I request that Carvana expedite the completion of the necessary paperwork and ensure that my loan is paid off immediately. I am also worried because the 10 day payoff amount has come and gone because of their mistake, and the original contract amount will no longer payoff the loan. I am in the military and am now out of the country for the next two months. This I very stressful and I really need this fixed. Please contact me with an update. ************************* *****. 2022 Lexus nx 350h.

  Business response

  07/25/2024

  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
  
  

*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. ↩