Complaints

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

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• 

  Carvana LLC

  300 E Rio Salado Pkwy Bldg 1 Tempe, AZ 85281-0800

• 

  Carvana, LLC

  1026 Marietta St NW Ste A Atlanta, GA 30318-5506

• 

  Carvana, LLC

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  Carvana

  15710 Shady Grove Rd Gaithersburg, MD 20877-1401

• 

  Carvana, LLC

  600 Creek Rd Delanco, NJ 08075-5210

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:02/25/2025

  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.

  Too many cosmetic scratches and dents that were not displayed or mentioned in the Condition report. You can only file 3 claims when there could more. 2 of my claims were denied but the 3rd was so bad, a large crack in the middle of the display from top to bottom. They didn't deny that one. I have to take time to get it repaired. Visible rust not shown in the photos, visible stains not shown in the photos. Carvana showed a photo of a "minor scratch" on the rear fender. Photos and descriptions are all we have until we get the vehicle. They need to be 100% accurate. Mine was listed with leather seats. They're cloth. They're inconsistent in how they deal with each customer. 1 rep offered $100 and another said we don't offer discounts.

  Business Response

  Date: 02/25/2025

  Dear BBB,

  We appreciate you alerting us to this matter. We have reached out to our customer and are actively addressing their concerns in direct communication with them. Should the BBB have any inquiries throughout this process, please do not hesitate to reach out, and we will be more than willing to help.

  Thank you,

  
  The Carvana Team

• Initial Complaint

  Date:02/24/2025

  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 placed an order through Carvana , later decided to go elsewhere I canceled my order! After I canceled my order $3,090 was still withdrawn from my account!! Now they are telling me I have to wait ***** days this is unacceptable. Why take money before approving someone for a car! I would like my money back expeditiously. The same way that you took it ACH

  Business Response

  Date: 02/25/2025

  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: 02/25/2025

  I have not spoken to anyone regarding my refund!

  Business Response

  Date: 02/26/2025

  Dear BBB, 
  

  Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, ******************** will begin pulling funds from the customer's listed account number. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days 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

  Date:02/24/2025

  Type:Sales and Advertising 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 was pre-approved for a purchase on Carvana. I took my time and looked at many different cars but finally decided on a 2023 **** A5 convertible, VIN *****************. The terms of the deal were:Car Price: $48,500 Deposit: $8,500 No trade in Payment (with the election of several extended warranty type things): $1,109.00.Interest rate: *****% (my credit had been destroyed by my ex- this was a re-building purchase).I ended up cancelling the purchase due to the turmoil within the Government and economy. After a few days i re-considered and went back to re-do the purchase but now Carvana wanted $24,500 as a down payment!!! Interest rate is still *****%, but now they want $24,500 as a down payment. Keep in mind i had gone so far as to sign the contracts with Carvana for the $8,500 down, so it isnt like they pulled my credit and were suddenly needing more money down. I spent 30 minutes on the phone with **** from Carvana trying to find out why my down payment had increased by 300%, but the only answer i got was the system chose what to charge me, and if i didnt like it, i could go elsewhere! Please do something about this usury being placed on people! This is ridiculous!!!

  Business Response

  Date: 02/25/2025

  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:02/24/2025

  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.

  Placed order for vehicle on 2/10/25 and sent down payment same day. The business received my check for full payment on 2/11 and I received confirmation to select a pickup date. I had to select the date of 2/16/25 to pick up the vehicle. I took the vehicle home on 2/16 and noticed serious transmission issues on the way home, as well as suspected fuel injector issues and oil leaking (an oil change was done recently before purchase) I called Carvana on Monday and asked for a vehicle exchange as offered through their 7 day money back/exchange guarantee. During the exchange process I realized they were not going to automatically transfer over the extended warranty I purchased. I called to request this be added to the exchange and the associate told me I had purchased an upper tier warranty, which was not the case. I purchase a lower tier warranty and after correcting her she said ok I do see that now Then she informs me Carvana will not honor the warranty for the new vehicle that is the same year, make, and model, only ****** miles difference. So I inform her I would like to cancel the order all together and receive a full refund. She walks me through the process and tells me I will receive an email to schedule the pickup of Carvanas vehicle. (I was hoping pickup would occur same week) I waited until 2/20/25 and when I had still not received an email and I contacted Carvana and was told the process for them to pick the vehicle up and credit the $36000 plus I paid them would be 2-3 weeks. How can a company this large find holding that sum of money from someone for that long acceptable?I would like this process moved forward so I can purchase a vehicle that actually works from a different vendor.

  Business Response

  Date: 02/24/2025

  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: 02/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 
  I hope we can find common ground for them to correct this wrong.  And earn a customers trust again

  Regards,
  
  ****** *********
  
   

  
  

• Initial Complaint

  Date:02/24/2025

  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 purchased a 2019 ****** Murano on Carvana on Thursday February 20th. It was delivered to my home on Friday February 21st. Upon delivery of the vehicle there were a number of issues. The vehicle arrived without having been washed prior to delivery. It also arrived with a prevalent scratch on the exterior that was not mentioned in the listing of the vehicle. The biggest issue was that primary features listed for the car were missing upon arrival. Carvana listed the vehicle as having heated seats, a heated steering wheel, an automatic emergency braking safety feature and a collision detection safety feature. I immediately called Carvana to make them aware. Carvana referred me to Silver Rock for the exterior scratch issue and offered a small check to reimburse me for the car wash that was not completed before delivery. On Friday they mentioned they would escalate my concerns about the missing features and someone would be in contact within 48 hours to speak with me about the missing features and offer a check refund. I did not hear back within the 48 hours I was promised and so I reached out again. This time I spoke with a supervisor at Carvana. They offered me $500 to rectify the issue of missing features.I did not accept this offer as I feel Carvana intentionally listed these features for the vehicle to inflate the selling price only to offer consumers a small check on the backend IF they reach out to address the issue. This is a fraudulent bait and switch practice and should be elevated to the consumer protection agency. I am asking Carvana for immediate attention to this matter and a refund properly suited to address the long list of features missing from the vehicle that I purchased.

  Business Response

  Date: 02/24/2025

  Dear BBB,
  

  Thank you for bringing this matter to our attention. We spoke with the customer on 2/24/25 and have provided a resolution for the next steps. Should the customer require any further assistance, we kindly ask that they reach out via phone or utilize the 24-hour chat and text feature available on our website. If the BBB has any questions throughout this process, please dont hesitate to contact us, and we will be happy to assist

  Thank you, 

  The Carvana Team

  
  

  Customer Answer

  Date: 02/25/2025

  I spoke with Carvana on 2/24 because I reached back out but absolutely no resolution was provided. This information is completely false. The last thing that I was told by Carvana was that a member of the executive resolutions team was being assigned to my case to review it and that I should hear back. I have not received any additional communication since. Carvana is simply running the clock on their advertised 7 day return policy. These practices are disgusting. The company is not being truthful at all. I communication from their leadership team where they advised my case was being escalated however the file size was too large to attach to the case. Carvana has not reached out to me since. I have reached out to them several times since this was received over the weekend. 

  Business Response

  Date: 02/26/2025

  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.  It is disheartening to hear that our vehicle was listed incorrectly on our website, as we never intend to mislead our customers. Our goal is to be as transparent as possible. The customer has spoken with someone from our executive resolution team on 2/25. The resolution that Carvana offers is 500 compensation. Although the customer does have the option to return or exchange their vehicle by 3/01/2025. 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: 02/27/2025

  As previously mentioned this is a bait and switch and the price difference between a model with and without these features is far more than a $500 difference. It is insulting that this is the only offer Carvana is choosing to extend. The false advertising and lack of appropriate follow up from Carvana is deplorable. If a mediation can be held I think that would be best

• Initial Complaint

  Date:02/24/2025

  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 purchased a 2024 **** Explorer from Carvana on 01/20/2024. I recently noticed an oil leak on my driveway, and a slight odor inside my vehicle. I worked with Carvana, and their Service Provider to make an appointment to have my vehicle looked at. Before I was able to bring my vehicle in for service, I opened the hood and noticed the Oil Cap on the engine was missing and sprayed oil all over the inside of the engine, along with the hood liner ( saturated with oil). I contacted Carvana, who referred me to ********** (warranty provider), who denied coverage ( replacement of the hood liner and removal of the oil). Carvana stated that they do a 150 point inspection, along with an oil change, prior to delivery. They apologized for missing this, but will not cover this.

  Business Response

  Date: 02/25/2025

  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:02/23/2025

  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 took hundreds of messages back and forth and hours on the phone to get carvana to take the 1st car I bought back because of blatant issues with the vehicle not listed on website. FALSE advertising on the website and or product fraud of some sort is my current claim below. The transaction for this current claim on the second car was Nov 8th 2024 I paid $22,990 for the car and the loan came out to about $26,500. Carvana advertised the vehicle i purchased as having "remote start" as a "key feature" of the vehicle. It came with a 7 day money back guarantee. And the promise of a 150 point inspection. The car does NOT have remote start, it had a mouse nest in the engine, and 2 types of cruise control dont work because the "radar is blocked". Id been through so much with Carvana already and was way to busy with ******* battle them again and go without a car. In ********* the ******* are cold! I wanted remote start. Carvana has admitted to this mistake stating it should not have been listed like that as it does not have remote start. They said the value of the car doesnt change with remote start or without it. They don't even make this car with remote start unless you buy an aditional package for a monthly subscription. Carvana constantly drops my calls and cut off my messages only to start the process over repeatedly. Finally they said they would send me a check for $250. I said not good enough. I want to return the car. Remote start was a must in my purchase. 7. -10 days of calls I finally got their executive resolution team on the phone. He eventually offered me $500 and that's it. I have to get the estimate, I have to find the mechanic, I have to use my time and my resources because of their false advertising. CARVANA admitted they made this mistake. I can't afford legal representation, so please help me return the car. Id even just get a different car from them if I had to.

  Business Response

  Date: 02/24/2025

  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: 02/24/2025

  a different executive resolution team member contacted me and stated the same thing the first one did. The difference is that the first one (*****) said he was sending a check for $500 for compensation. The team meber today said $250. 

  I see it as the 7 day gaurantee is given because a driver could wear out parts on a car in 7 days and return the car with worn out parts for no reason. The "remote start" isn't something I wore out, had stolen, removed myself, or malfunctioned. The vehicle didn't even come with the function and you told me it did! So Carvana gets to sell lies and if it's not detected by the trusting, struggling, ignorant consumer within 7 days then the Billion dollar corporation gets to stomp the people struggling to get by.... 

  Well done Carvana!! 

  Business Response

  Date: 02/25/2025

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. We have sent two checks for the total amount of $750 for the misannotation of the remote start being listed on the vehicle. 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: 02/27/2025

  again, the money isnt going to make up for the missing componant on tje car. Its false advertising. Please stop calling it a misanotation. It's a misanotation of you makenit right and take the car back, fix your misanotaion, *** then sell it again. The way it stands it was false advertising *** a billion dollar corporation not caring. Ill send the money back. You pick up the car you sold under false terms, and ill get a different car from you. 

  I don't understand, you're a billion dollar company *** you cant even do the right thing when the world is struggling to buy groceries, and Carvana doesmt care. Stuff your pockets with stolen and crooked money. While tur. In my dimes and pennies to eat. Disgusting!

• Initial Complaint

  Date:02/23/2025

  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 purchase a car from Carvana in 2021 after having the car for a few months there was oil dripping from the car I reported it to Carvana. Carvana offered to repair however the time frame that was given to me would take longer to repair and the declined my repair work. Also my left rear tail light went out. I replaced the rear tail light out of my pocket the light went out second time so I took it to the **************** center they replaced the light again and the light went out a third time. **************** center kept the car and did a further break down of the car discovered the car was in an accident and hit from behind I purchased the car and it specifically said No Accidents. So I was sold a car that was leaking oil and a car that was involved in an accident and an unrepairable rear light. That now have to find a repair shop. **************** center they can not repair the rear tail light

  Business Response

  Date: 02/23/2025

  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:02/22/2025

  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 writing to the Better Business Bureau regarding the vehicle I purchased from Carvana. Ive had the car for 30 days, during which it has been in the shop four times for the same engine issue. The car was picked up on January 6, 2025, and on the very first day, I noticed issues. After the 7-day warranty, the engine light came on, and I had to replace the spark plugs, which I paid for. The next day, the same issue occurred, causing delays in getting the car back from the shop. After that was addressed, the same problem arose again, leading me to return the car to the shop. I have been working with ********* and ****** in **********, *******, and have receipts for all the repairs, including the work done through SilverRock, which was included with my Carvana purchase. I was led to believe that the car had no engine issues, as stated in the Carvana description, but Ive been dealing with these same engine problems since the first week of ownership. At this point, Ive had enough. I no longer want the car and am requesting to return it and receive a refund. I do not want to exchange the **** simply want to return it and have my money refunded. As a second-time Carvana buyer, this has been an extremely disappointing experience. The car still has the same mileage as when I purchased it, and the engine issues were not disclosed at the time of purchase. I had multiple service appointments with ********* and ****** from January 13 to January 23, 2025, and it is currently back in the shop as of February 4, 2025. I am requesting a full refund for this vehicle. as of today, it has went in the shop of again. I have all the claims *** made through silver rock the company that is by Carvana for care and services. This has been a very stressful moment. Ive never got to enjoy the car since I bought it or even got to drive it for more than 10 days . I also have all the documentations from ********* and the ****** dealership and as well Silver rock that I can provide.

  Business Response

  Date: 02/23/2025

  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:02/22/2025

  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 2/19/2025 I was approved for a car with $0 dollars down. I found a BRZ I wanted, only one in the trim level around the area. I started the purchase. So I did the paperwork. Come to find out I have to put money down after I was approved for 0 down. It didnt give me the option to make it 0 down. Whatever thats fine. Now I fill out all the forms, submit my insurance and everything. Nobody reached out to me for anything. We are 2 hours into my delivery window, I get a text saying that it was rescheduled for 4 days later? I call Carvana, was told that theres nothing they can do. Its with the state and the title. Why didnt anybody reach out? I am paying for active insurance on a car I dont even have. I was lied to about the 0 money down arrive by Saturday I spent over 2 hours on the phone with Carvana trying to figure out why my car wasnt shipped Why nobody has answers for my car Why nobody reached out. This has been the worst experience ever. Im about to cancel my order and just drive 500 miles to the closest dealer that has the trim level I want. Now my contract started and I am paying on a car that is not in my possession. This is completely ridiculous.

  Business Response

  Date: 02/23/2025

  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