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

Customer Complaints Summary

5,020 total complaints in the last 3 years.
2,047 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 December 12, 2024 I purchased a 2018 Mercedes GLC 300 while driving from the tower kiosk after picking up the car I noticed that the transmission on the car was skipping before I can get thecar back to my home. The car stopped and were not going to gear further indicating an issue with the transmission I immediately called Carvanas customer service line was instructed to take the car back the next day when I ride back with the car I was told that I had to make an appointment and that I just could not bring the I spoke with the representative online to try to do Car on a seven day return policy and exchange the car for a different one upon trying tocomplete that. I was told that I needed two years tax returns and 10 bank statements and I wondered why when I already had a car through Carvana and was just simply exchanging vehicles subsequently I found that they were actually setting up an order as if I was purchasing another vehicle mind you I did not have to any of those things or provide any of that in the beginning so I told Carvana that I would keep the car and get it repairedbecause it had a warranty it is now March 29 and the vehicle is still at the repair shop a second repair shop it is at a ******** dealership because of issueswith the wiring. It took the warranty company three months almost 3 months. I did not pick the car up until March 1, and Ive only the car in position in my position for six days. Ive only been able to drive the car six days I would like for Carvana to replace this car without me having to jump throughhoops to get the replacement simply exchange it because I am now paying for a car that I cannot drive or that I have to further repair and these repairs need to be taken care of before I ever purchase the car
Business Response
Date: 03/30/2025
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:03/29/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Bought a Grand Highlander through Carvana. Chose this specific vehicle based on information in the listing including condition of the car, knowing there were a few minor cosmetic scratches in the clear coat of the paint. The website listed 3 scratches. The car was delivered with many more scratches including rock chips, paint swirling on the hood and deep scrapes on the front bumper. The delivery person even noted that it was rougher than they were anticipating and their manager noticed this as well. Delivery was accepted due to a non-refundable shipping fee and Carvana employee stating a form could be submitted to reflect actual damages and receive compensation. Spoke with 3 customer service ***resentatives who stated they would not adjust the cost to reflect actual damages because their online listing is notating the condition of the car. This seems like false advertising if they go to the effort of documenting damage to the car but do not indicate the most significant damages. Online listing showed one minor and 2 medium scratches.Their remedy to this is that we return the car and they will refund the non-refundable shipping fee or submit a claim thorough their warranty Company, ***********, to fix up to 3 areas of damage and the claim may or may not be approved. Their options require significantly more effort, time and money for us (we traded our car and would have to pay for a rental now) when I simply want the cost of the car to reflect the actual quality and feel misled based on their advertising. They offered $250 as a courtesy because of our challenges. (Delivery was also delayed and they werent going to leave the car because one customer service *** said they hadnt received payment from our bank but then I physically went to our bank to get another check to find out Carvana had already deposited the payment). Buyer beware, what you are being sold online may not be what you receivemust be why they have non-refundable shipping fees.
Business Response
Date: 03/31/2025
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: 04/02/2025
Business did not change their original response. No reduction in cost of car was available to reflect condition of vehicle. Solutions they offered were to return the car or submit a claim to repair the car. This creates more work and effort on my end to find a new car, change the auto loan and find a rental car until a new car is secured or put in the effort to submit a claim, secure a rental car and pay for rental car.
This all could have been avoided by Carvana putting in the effort to accurately document the vehicle condition instead of passing off the effort to the consumer.
Business Response
Date: 04/02/2025
Dear BBB,
We are Sorry to hear that our Customer is still experiencing issues with their current purchase from us.
Upon further review of the account we did have a Case worker reach out to the customer and offer a ************ for the bad experiences. We also have affeered the customer a chance to exchange their vehicle if the are not 100% satisfied with their recent purchase, if the coatomer would like to exchange or return their purchase that would be on or before 4-3-2025 Arizona time.
Thank you,
Carvana team
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 June 3, 2024, I paid Carvana $10,600 as a down payment for a 2021 *** 330i X Drive 2.0 L4 Turbo. I financed the remaining $28,369. I paid Carvana $1,790.00 to ship this vehicle to ***** from the East coast. I paid a total of $38,969 to Carvana to experience The Ultimate Driving Machine; instead, Carvana sold me a vehicle that has turned out to be irrepairable. Within the first week of purchase, I notified Carvana/SilverRock of the very loud screeching noise coming from the vehicle in reverse mode and when braking. I hired the best Mechanics in town to perform diagnostics. ************************* determined the issue were the brakes and changed the brake pads. Days later screech in reverse is still present. AutoNation re-visited and this time changed the brake rotors. Payment was made in full to ************************* for these repairs. Days later screech in reverse is still present. This pattern went on for months. AutoNation received over $1,300 in repair cost and vehicle is still *************** January of 2025, I hired ******************** to get the job done because Bavarian specializes in ****. Bavarian did their diagnostics. Bavarian changed out all the new brake pads and brake rotors installed by AutoNation. Days later screech in reverse is still present. The same pattern I experienced with ************************* is beginning to occur with Bavarian. Bavarian has received over $3,700 in repair cost and vehicle is still ******************, I paid Bavarian $1,190.00 for another "POSSIBLE FIX" to the screeching noise in reverse mode and when braking. Bavarian cannot assure me 100% they can actually fix this issue. The best Mechanics does not seem to know for sure what is going on with this vehicle; therefore, I am requesting that Carvana take full responsibility for all repair expenses incurred on this vehicle, past and future. As of today, I am out of pocket over $5,000 and my household budget and credit score is negatively impacted.
Business Response
Date: 03/31/2025
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

Customer Answer
Date: 03/31/2025
The Carvana Team claims they have reached out to the customer? When and how did they reach out? The Carvana Team has made no effort to resolve this issue. I would like to see the proof of Carvanas effort. The BBB is making a much greater effort than The Carvana Team to resolve this issue. If lies has to be told to pretend an effort is being made, that speaks volumes about the integrity of The Carvana Team. Thanks to the BBB Team for your competence shown in customer service. Thank you for your service to our community. I have reached out to Carvana via email, no response. This complaint will be reported through many channels till Carvana responds. I paid almost $40,000 for this Ultimate Driving Machine and I deserve a better experience than what I have received. This vehicle has been a pile of repair bills since purchase.
Business Response
Date: 04/01/2025
Dear BBB,

Thank you for bringing this situation to our attention. We have made an attempt to reach the customer and left a voicemail 3/29/25 but have yet to receive a response. We ask that the customer reach back out and so that we may address their concerns. 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: 04/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the business has to make a decision on how to resolve this matter appropriately. I will wait for Carvana to uphold their contract terms, if it does, I will consider this complaint resolved.

Regards,

*********************
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Odometer fraud I purchased a vehicle with 52,*** miles and a ***** dealer showed history of up to ******* miles for this vehicle. They gave me a fraudulent CARFAX report. I contacted the ***** and they provided me with an Experian report showing the actual mileage up to ******* miles
Business Response
Date: 03/30/2025
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

Customer Answer
Date: 03/30/2025

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. They forced me into the impossible situation of having the option to either return the vehicle and pay the $1700 in negative equity perpetrated by their inflated loan on my previous vehicle or accept a 24% finance charge on another vehicle when I have a 731 credit score with Experian. This company is the most dishonest I have ever had the displeasure of doing business with. I hope they lose their license to sell cars in every state.

Regards,

******* *******
Initial Complaint
Date:03/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 cancelled my Carvana order on March 17, 2025 due to me unable to get the necessary documents during the time restraint.Carvana withdrew my refundable down payment of $2300.00 before I cancelled. After I had cancelled the order, I was sent an email stating my refund was being reviewed and that I would receive an email when it was approved. It is now March 28th.I am still waiting to hear from Carvana.I would like my refund very soon.This should not take this long.Please assist.Thank you
Business Response
Date: 03/31/2025
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:03/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Placed an order for a 2016 ***** Civic online on 3.27.2028 at 2pm, cancelled order that same day around ********* after being advised I don't qualify for Carvana Financing. The next morning Carvana took ******* out of my checking account. I called and demanded several times asking for my refund. The company keeps telling me that it's processing, and it will take at least 15 days to receive my refund. Unacceptable you took my money within seconds, and refuse to give me my hard earned money back. If I don't receive it Carvana will be taken to court and willing be paying me more that 1590. Give ME BACK MY REFUND NOW.
Business Response
Date: 03/31/2025
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:03/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 a formal complaint against Carvana for failing to disclose pre-existing defects, breaching contract terms, and refusing responsibility for selling a defective ************************** Details 2018 *** X3 | VIN: SEE Purchase Contract Purchased: April 13, 2022 | Carvana Online Issues with ********************************** Defects A buyers inspection within the first week revealed 13 fault codes and a failing auxiliary battery, which is critical to the vehicles electrical system. Carvana failed to disclose this information.After replacing the battery, the fault codes disappeared, but the vehicle continued to experience electrical malfunctions, overheating, and failure to store diagnostic codes, preventing *** from diagnosing the ********* March 15, 2025, my car became inoperable, leaking coolant, oil, and water, with a suspected blown head gasketa direct result of Carvanas failure to disclose defects and ***s inability to diagnose due to an electrical failure.Carvanas *************** of Resolution Despite providing service records, diagnostics, and reports, Carvana denied responsibility, redirecting me to SilverRock, though warranty coverage does not absolve Carvana from liability.Requested Resolution I request Carvana to:- Issue a full refund and cancel my auto loan due to misrepresentation.- Provide a replacement vehicle if a refund is not possible.- Acknowledge that their failure to disclose defects directly resulted in my vehicles inoperable state.If unresolved, I will escalate this complaint to the CA Attorney General, ***, and other agencies. I expect a response within five business days.
Business Response
Date: 03/31/2025
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

Customer Answer
Date: 03/31/2025
Carvana has NOT addressed my concerns nor have they taken responsibility. I have escalated my issue to their legal department and they sent me over to their Executive Resolutions team. My concerns were completely dismissed by their Executive Resolutions team and NO resolution was given. Instead, they directed me to my extended warranty which has absolutely nothing to do with this company selling me a vehicle and not disclosing its history- this is a breach of contract/non disclosure and is auto fraud. I have asked the company to resolve this issue with me by taking this vehicle back, paying off the loan and replacing the car. I have not only lost time and money from not having a vehicle, but I was also put in danger on the road from this vehicle that is not safe to drive. I would appreciate if Carvana was transparent and not saying that this matter is settled because it is not. I have sent multiple emails requesting that they take care of this situation. And I am asking for Carvana to take care of this situation- it seems as though they have a reputation according to my research online and have had several lawsuits as a result. I am requesting a resolution immediately.
Business Response
Date: 04/01/2025
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

Customer Answer
Date: 04/03/2025
Dear BBB,
I am following up on my previous complaint regarding the sale of a defective vehicle by Carvana. I want to respond to their recent reply, as it fails to address the critical issues at hand.
Carvanas response ignored the core issue: their failure to disclose known defects in the vehicle prior to the sale. I purchased a 2018 *** X3 from Carvana on April 13, 2022. Within the first week, I had a buyer's inspection completed, revealing 13 fault codes and a failing auxiliary battery. Carvana did not disclose this information nor provide any details from the 150-point inspection they claimed to have conducted before the sale.
The auxiliary battery was replaced, and the fault codes cleared, but Carvana left me without any information regarding the history of these faults. Carvanas omission of this critical information is a breach of contract. Moreover, the vehicle continued to have mechanical issues, including overheating and electrical malfunctions, which should have been identified and disclosed by Carvana during the inspection.
Additionally, the vehicle failed to store fault codes, preventing proper diagnostics. This failure caused ongoing frustration, with multiple visits to ************************************* and other service providers. *** Santa ******* has been unable to diagnose or repair the vehicle, and their refusal to address these issues left the vehicle inoperable.
Carvanas response has been inadequate, redirecting me to SilverRock, even though they are responsible for selling a defective vehicle. Carvanas failure to disclose the vehicles defects is a clear breach of contract.
I seek a full refund, cancellation of the loan, or a replacement vehicle from Carvana. I ask that Carvana be held accountable for selling a defective vehicle without disclosing the issues beforehand.
Thank you for your attention to this matter.
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
It has been ongoing three weeks now I have been told an refund will be issued and carvanna is refusing to speak to me in regards to refunding for a down payment for a vehicle I did not receive.
Business Response
Date: 03/31/2025
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:03/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 the day of delivery I arrived at the ******* Carvana location. The associate explained that the windshield was cracked during transportation from another Carvana location to *******. She assured me that it would be corrected and be the same vehicle I had purchased. Someone will contact you and a repair person will come to your house to replace it. No need to worry, this was our fault and we will take care of the costs, we are so sorry for this inconvenience . On day 7 after my pick up date, a repair person showed up on schedule as promised, ready to replace it. We noticed that they were not going to replace it with an original **** factory part, but rather a non OEM aftermarket part. We stopped him and he kindly stated that he would reach out to Carvanas insurer with the request for a replacement with an OEM part. That evening he called us and said the request was denied. Unsure why, I contacted Carvana the next morning only to be told they are bound by what their insurance partner, ***********, will cover and I should contact them. I reluctantly said I would but stated that this damage is their fault and if Silver Rock will not cover the correct part, that I was sure that Carvana would cover the remaining costs in good faith. Immediately contacted Silver Rock who told me they are bound to their contract with Carvana and I should contact them. They did say that I could cover the costs myself. Neither group was willing to help, but everyone I spoke to at both agreed that it ***** and they would be upset too. I have delayed the replacement until resolution. In the meantime, Im leaving this review and will surely do so in other forums. Dont want another buyer to go through this same issue only to be told they will not replace it with the same part ON DAY 7 (this is the return window of expiration). I expected more of a large company to be honest and reputable.
Business Response
Date: 03/28/2025
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:03/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
So on 03/12/2025 I purchased a 2012 GMC terrain from Carvana and upon receiving the car after a drive to another close city the check engine light came on,The traction light also came on.The back up camera was grainy and it was just horrible After talking to them about a return I was thinking to myself that I would do a exchange.Well the exchange didn't go through although they had taken the money out of my account and told me my delivery was halfway to my ******** these incompetent people botched my exchange but said that they had to rebuild another contract before they would come get there "Lemon" of a ********* is the 28th of March they told me 2 days ago a "executive team member"Would be contacting me.They Lied.I didn't finance with carvana,I paid cash so I don't understand why are they keeping my money and won't come get this vehicle.Ive been without transportation for almost a month.They should compensate me for keeping my money and all the Ubers and Lyfts I had to use.I want my money in my account ASAP
Business Response
Date: 03/28/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have spoken with the customer and discussed the process for refunds. 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: 03/28/2025
The response from this business is not the truth,They have not discussed any refunds as to the fact that I've been without transportation after paying for a car that has a check engine light coming on.The money is my money that is coming back to me anyhow because they are the ones the breached the contract.The refund I would like is for the time of me buying a car that is not drivable and having to wait on money that belongs in my account.I can't even buy another car because of them hijacking my money.
Business Response
Date: 03/31/2025
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

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Carvana LLC is NOT a BBB Accredited Business.