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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

    • 5,020 total complaints in the last 3 years.
    • 2,047 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:05/08/2025

      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.
      On March 3, 2025, I purchased my car ************* GLE 350, model yesr 2020. I also purchased an additional insurance policy for repairs. I've only had the car for a little over 3 months. The car already needs front brakes which makes no sense to me if Carvana tru l y examined the car before selling it to me. It's impossible to need brakes and a router replacement in less than 3 months without the car already showing some sort of wear and tear. The additional insurance refused to pay for the repairs because the car is just barely over 3 months. When I reached out to Carvana they informed me that I should have asked for a break inspection within the first 30 days. That makes no sense when they informed me that the car had a ******************************** driving it off their lot and I further explained to them why would I need to request a break inspection on a car a months after only having it for a month. Carvana further told that unless the part needs immediate replacement they don't make repairs, I argued that any honest mechanic would have seen obvious signs that the router was showing signs of damage and it should have been repaired. Now, I'm left with paying for new brakes only three months into buying this car. I really feel that Carvana had been dishonest and this should be investigated.

      Business Response

      Date: 05/09/2025

      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: 05/09/2025


      Better Business Bureau:
      The Carvana representative called , ahe stated that Carvana stood by their decision that my warranty had expired and that they had no obligation to fix my brakes.  She further said that they would send me a check  for $100.00 as an apology.  I  also received a copy of a 150 point inspection that was conducted two months before I bought the car, so at this point I don't think I can prove that they didn't check the brakes. 
      I have reviewed the response made by the business in reference to complaint ID and I will never get the truth.

      23306900, and find that this resolution would be satisfactory to me.  I will wait  and see if they send me the  check , if it does, will consider this complaint resolved.

      Regards,

      ***** *****

       


    • Initial Complaint

      Date:05/08/2025

      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.
      Was told my vehicle could be picked up on friday and i was all set. I had submitted my documents by 4 pm when the deadline was 8 pm. They cancelled my vehicle and still took the deposit. I would like my deposit back.

      Business Response

      Date: 05/08/2025


      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: 05/08/2025


      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,

      Home Home

       

    • Initial Complaint

      Date:05/08/2025

      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 filing this complaint regarding Carvanas handling of my vehicle title issue following a legal name change. I recently updated my name and was instructed by my local DMV in **** to obtain the vehicle title and have Carvana complete both the Iowa Title Replacement form and a new Iowa Application for Title in my updated name.However, when I contacted Carvana, they incorrectly advised me to file form MV-41A, which is a title form used in ************, not ****. This guidance is not only inaccurate but has caused me a headache and will disrupt me moving to a different state.

      Business Response

      Date: 05/08/2025

      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: 05/08/2025


      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:05/08/2025

      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 purchased a vehicle on April 16, 2025 that was listed as a vehicle with no-accidents.On 4/21/25 (Day 5 of ownership) I noticed the side mirror was cracked and am in the process of getting repaired through SilverRock. Claim ID ********** and for communications they told me to use Subject: CN04097002.On 4/22/25 (Day 6 of ownership) I noticed the outside door molding panel on the rear passenger side door seemed loose. ***** of ********* told me its just the door clips that need to be replaced. I didn't report this to SilverRock since the clips were only $50. On 4/24/25 (Day 8 of ownership) I went in for the appointment to fix the door clips on the door molding. ***** of ********* informed me the vehicle is damaged / bent and needs to be fixed at a body shop. They also showed me that the car had been in an accident as evidenced by all the damage and a black trim that had been re-painted all on the same passenger side. The ***** maintenance history shows the prior owner brought the vehicle into ***** of *********** to get an estimate to have the repairs done. The prior owner declined to have it fixed and literally told ***** hed Return the car to Carvana. Still on 4/24/25 (Day 8) I called ********************************* regarding the rear door molding and they informed me there is nothing they can do to fix the door molding since it needed to be reported by Day 7. I am disappointed Carvana continues to deny covering the rear door despite the fact it is related to the same accident that caused the mirror to be cracked and it is impossible for me to know this until ***** had an opportunity to take the door apart. *** never had an auto insurance company not cover damage related to the same incident. At this point I just want reimbursement for the $724.55 I am spending out-of-pocket to have the rear passenger door molding repaired at the same body shop SilverRock recommended. I included the documentation from the body shop.

    • Initial Complaint

      Date:05/08/2025

      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 recently bought a car with Carvana 01/24/2025 and not even 4 months of having it the transmission went out. It cost me ****** just to fix it I still owe ****** on the vehicle still making payments. I was still in the 100 warranty but since the mileage went over ***** they said they couldnt do anything about it. Its almost due pregnant now with no car they dont want to help. They made a mistake in submitting two mileages so when I went to go try and sell the car to ****** they said in dec of 2024 it read ****** mileage and in February of 2025 it read ****** so they suspected fraud and didnt want to give me much. ****** said they made a typo and are going to fix it and still with the hassle and me not being about to sell the car they still couldnt help. I havent had this car for long for the whole transmission to already be out its not fair. Now I havent to pay for a car thats no good doesnt work its not fair. If thats the case and I return the vehicle to loaner I dont want that on my credit cause they sold me a car with a bad transmission they know cause for it to not work and blow not even four months of having it is crazy.

      Business Response

      Date: 05/08/2025


      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: 05/08/2025


      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:05/07/2025

      Type:Product 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.
      Ive finalized a purchase with Carvana and signed all docs and was provided a delivery date for the new vehicle of 5/8/25. I was told that everything was complete and received text and emails that the delivery was happening on time. On the morning of 5/7/25 I received yet another text message and email that my vehicle was in transit. I later was sent another set of emails and text stating the delivery would be delayed another 7 days, after already waiting a week. I tried to reach out to their customer care to get additional info and wasnt provided with the reasoning behind the delay. One agent, he was unable to provide additional info and that Carvana was sorry. I asked to be escalated and that agent was able to tell me that the car was still on the west coast and had to make several hub stops. I then asked for detailed info on what was reconditioned on the car as the website listing did not go into detail. She read some of the items but was unable to provide satisfying details. The agent also stated to me that the company would waive the mileage restriction on my trade in. I asked what the company can do to assist and was escalated to a team lead. This person offered a partial refund of my transfer fee of $2000 in the total amount of $500. I requested for the issue that if someone could send me Live Photos of the car and kept being told that wasnt an option. I also asked for the car to be expedited and was told that was not an option. This is unfair to me as Ive already waited a week and if someone were to purchase the vehicle today, they would get in the same amount of time that I would be getting it. I would like for Carvana to send me photos of the vehicle highlighting the touch-up that was completed and complete detail of what was repaired or replaced during reconditioning. The info Im getting is mixed up for example the vehicle Im getting is an EV and they keep mentioning changing the engine oil but the car has not engine.

      Business Response

      Date: 05/08/2025

      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: 05/08/2025


      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:05/07/2025

      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.
      We were required to put down a down payment for a vehicle we were interested in. The deal did not go through 4/25/2025. We have requested a refund on 5/5/2025 after receiving nothing from them. Was told refund was issued. Told it was our bank Regions which has not received anything from them. This is stopping us from purchasing another vehicle.

      Business Response

      Date: 05/07/2025

      Dear BBB,

      Thank you for bringing this situation to our attention. The amount of $1890 was refunded 5/5/2025 please allow 3-5 business days for the amount to reflect back in the customers' account. 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: 05/07/2025

      It took me contacting over and over to even get them to refund. My bank has not received it. Im going today again to talk to them. They shouldve never took the deposit until the loan was processed. I have never had to put a deposit on a vehicle that the loan wasnt approved yet. I dont want this to happen to other people. They need to understand what they are up against with Carvana. Im not happy with the whole process and would never recommend them to anyone looking to purchase a vehicle. This cost us a vehicle we were interested in because we had to wait so long. 

      Business Response

      Date: 05/08/2025

      Dear BBB,

      We understand that the timeframe of the refund can be a concern for our customers, but we want to provide as much clarity as possible. Whenever there is a purchase on our platform through the customer's bank account or card, this is processed as an ACH transaction. The timeframe for a refund is 3-5 business days, and I see that the refund was processed on 5/5/2025. This would allow for a transaction time of completion estimating from 5/8/2025 through 5/12/2025. I hope this provides more clarity!

      Thank you,

      The Carvana Team

      Customer Answer

      Date: 05/09/2025


      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:05/03/2025

      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 purchase a vehicle, but I advised them I already had plates all they needed to do was transfer the plates to the new car. They didnt do that and provided me with new plates unnecessarily, making me lose money and not providing the refund I paid for plates and registration.

      Business Response

      Date: 05/04/2025

      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:05/02/2025

      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 2018 ***** equinox form Carvana i have had nothing, but trouble form the car from the beginning, The extended warranty did not cover anything i had had to fix. I would like a replacement if possible.

      Business Response

      Date: 05/03/2025

      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:05/02/2025

      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.
      Purchased 2021 Jeep Wrangle 4xe from Carvana on x** date with power train warranty. Original delivery date was scheduled for xxxxx. Vehicle was delayed and not delivered until xxxx. Carvana stated the check engine light was on and took it to a repair shop and than a Jeep delearship for repairs to resolve the engine issue before delivery. The only issue resolved was 2 recalls that would not have generated a check engine light turns out and the actual issue that caused the check engine light which was a sludged engine was left unrepaired and the vehicle was delivered to me. After 3 drives of the vehicle the check engine light turned back on. Requested instructions from Carvana of how to manage issue since we were all aware of a preexisting condition and they advise I work with their warrant company, ********** and take back to my local Jeep delearship. Upon doing so it was determine ultimate reason the engine light was on was due to engine issues unresolved costing ******. ********** warranty refused to repair this was OEM parts so option was to pay $3k out of pocket to rain what I paid for in tact or lost powertrain warranty and go with used or after market parts. Given Carvana falsely provided information on the condition of the vehicle they should be responsible in making myself whole.

      Business Response

      Date: 05/03/2025

      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

    Carvana LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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