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

5,023 total complaints in the last 3 years.
2,018 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:05/30/2023
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.
In May 2023 we tried to purchase a 2020 ****************** from Carvana but were denied three times because of a supposedly problem with insurance coverage. We corrected this but still were denied after which time ran out to complete our purchase. After we were turned down Carvana cashed $1,190 to have the car delivered which they refused to sell **. We called, they refunded the money and today Carvana is calling and emailing ** we owe them the $1,190, for a car they refused to sell **.
Business Response
Date: 05/31/2023
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 disputed funds after agreeing we could pull the funds. Customer owes ******************** these funds due to placing an order and starting the shipping process on a vehicle. The reason we will not allow the customer to move forward with an order is because of this charge being disputed. To be able to move forward with a purchase, the customer will first need to pay the shipping fee for the order that had been placed first. 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: 05/31/2023
How is it legal for Carvana to pull funds to ship an order when they did not approve the order? Not only did Carvana not approve the order once but three times! Approval of this purchase was never granted or confirmed but instead denied. Now Carvana wants to charge us $1,109 delivery fee for a vehicle that was denied and never delivered.
This is what is referred to as FRAUD

Business Response
Date: 06/01/2023
Dear BBB,
Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us. Should they require 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:05/30/2023
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.
Carvana advertised a truck incorrectly and when it was delivered we realized it did not have the features advertised. We asked to refund our money and they would not. We asked to compensate ** for the mistake and would not. We are handcuffed to them due to deposit. This was a bait and switch. *****
Business Response
Date: 05/31/2023
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 are currently working directly with them to resolve their concerns. ***** is partnered with our leadership team and is working to swap into a different vehicle. 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 our customer communicates with their case manager. 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:05/30/2023
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 had recently purchased a vehicle from Carvana and had it financed. The truck was delivered on the ninth of May, 2023. I had drove the vehicle for a little over a week and the vehicle would not start in the school parking lot to which I later figured out was a ignition issue. Proceeding this event, on the the 18th of May the vehicles air conditioner stopped blowing completely. The final discrepency came on the 21st of May to where the clutch went out on the standard transmission vehicle. I have contacted their warranty center Silverrock and all of their prefered repair facilities either could not perform the repair or did not work with Silverrock anymore. I called Carvana on the 30th of May, 2023 and told them that the vehicle was dead in the water and that it was not right to have me making payments on a vehicle that they had to have known was broken. They said that outside of the one week return policy that they couldn't help me and if I were not willing to make the payments that it would go into voluntary repossession. I am formally filing a complaint through you and the ****************************
Business Response
Date: 05/30/2023
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. Returning the vehicle is no longer an option as the customer is beyond the return window. At this time, to be able to assist, our customer has to work with our warranty provider, **********. Without doing so, any repairs would then be out of pocket for the customer. We sincerely appreciate the feedback the customer has provided ** 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:05/30/2023
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 initiated a purchase on carvana, but after receiving no response canceled the transaction. However, the deposit was deducted from my bank account. When I reached out to them, they acknowledged that the money was withdrawn in error - however they would not commit to a refund of all the money.
Business Response
Date: 05/30/2023
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. 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: 05/30/2023
The business has not addressed the issue. Why did they take out money for a transaction that has been cancelled. Why are they taking up to 10 business days to return the money. Will they accept responsibilities for any bounced checks or denied transactions due to my reduced balance.
The company has confirmed that they will refund all moneys removed - but they have not offered assurances for any problems caused by their actions.
Business Response
Date: 05/31/2023
Dear BBB,
Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. The customer clicked "Confirm and Pay" when placing the order, which gives permission and starts the process of those funds being pulled, whether the order is canceled or not. Carvana also has no control over the time frames it takes the banks to process funds. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us. Should they require 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: 06/09/2023
While it is absolutely true that I clicked accept and purchase to initiate the purchase, here is what you have left out. There was no email confirmation that a transaction had been started or completed. My account did not update to clearly state what was happening, when it would happen or what would be happening next. In fact, no changes or additional information appeared on my account. After 3 days of being in an unclear status, I chose to cancel the transaction.
At no point was I notified that the withdrawal was in process. I am not clear on why you would expect me to be aware of this as no updates had been previously provided.
After my cancelation, I discovered the money had been withdrawn from my account (5/31). When I contacted customer service, I was told that this was an error and that I would be refunded less destination charges. When I pushed back on the destination charges, I was repeatedly told that it was unclear whether I would be charged for them. I see no reason for why an unconfirmed and unfinished transaction would result in destination charges. After back and forth, the customer service rep told me that no destination charges would be withheld.
To say that this has been resolved is an act of gaslighting. It is June 9th and the money still has not been refunded to my account. To blame bank transfer times is inappropriate and not reflective of what has happened. Carvana has mistakenly withdrawn money from my account for a transaction that was never completed and confirmed. They should immediately return my deposit and acknowledge their predatory business practice. The lack of clear confirmation and expectation setting is unethical and their claims that this has been resolved when I still do not have my money is simply untrue. Again, shame on you for not resolving this issue and instead, choosing to blame me. I am you customer, not your problem. Your system is your problem.
Initial Complaint
Date:05/30/2023
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 attempted to order a car through carvana. They denied me hours later saying that my address was not the same on my license- even though ******* does not send out new licenses. This process takes weeks and I needed a car much sooner. So, I cancelled. This whole process from application to cancellation was less than 5 hours. I cancelled the order and requested my agent to cancel the order.Week later: I have a 990+10= **** charge for a car that I did not receive. This charge was erroneous and I feel like the three day contract cancellation policy and the fact that I never even received approval and that I canceled it within 5 hours of the application process that I should have never been charged. Please help me seek a remedy.
Business Response
Date: 05/30/2023
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. We have partnered with our treasury team regarding the refund. These funds have not cleared our account, therefore we can not process the refund just yet. Once we can confirm the funds have cleared our account, then we will initiate the refund back to the customer. When this refund is initiated, we will send an email for the customer's own records. Funds take 5 to 7 business days to clear our account, and once the refund is initiated, it takes 5 to 7 business days for the funds to clear back to the customer's account. ******************** has no way to expedite the banking time frames. 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:05/29/2023
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.
Hello My name is ********************************* and I bought a ***************************************************************************************************************************************** 60 days! No one has ever contacted me or reached out and explained to me what was going on. Just awful customer service I had to fight tooth and nail to get someone on the phone and they told me my registration was on hold in VA and that I would have to deal with it. I am paying over $400 a month to rent a vehicle because I can no longer drive the vehicle I bought from your company because you have failed to do your job since my registration has expired! I feel like no one cares. Who is going to reimburse me each week I have to spend $400 to rent a car because it has taken you guys 4 months and still you cant get my registration strait! I am going to keep going until I reach the *** and file a BBB complaint. This is absolutely ridiculous!!! Sincerely,********************* ************
Business Response
Date: 05/30/2023
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this complaint. If additional answers are needed, we ask that our customer communicates with their case manager. 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:05/28/2023
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.
Sold my car to Carvana 5/28/23. As their drop off location makes it hard for me to get transport back home, I paid for their service to "pick up my vehicle" on 5/13 (many weeks to coordinate picking up my car). Despite a 3 hour time window, Carvana showed up an hour later. I signed the paperwork, but was informed another vehicle would need to show up to tow the vehicle and it was normally within an hour. Why that is necessary when I have an appointment remains unclear to me. After much more than an hour passed, I chatted with a Carvana CS rep online who told me nobody was working that could help. I immediately called and the rep said she couldn't "escalate" nobody picking up the vehicle for 24 hours and had no contact I could reach. I waited 24 hours and still nobody is taking the car. I've been hanging around my house in the event someone showed up to take the vehicle. I also live near downtown Chicago and parking is expensive.. I'm not Carvana's free parking and storage facility. I should be reimbursed the fee I paid for "pick up" service since the service was completely botched and is wasting my personal time trying to resolve it. I would also like to know how the scheduled pick-up procedures are being revised to ensure this isn't a problem for future customers.
Business Response
Date: 05/30/2023
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 customer’s account, it appears we are currently working directly with them to resolve their concerns. We are working with a 3rd party towing company to be able to get the vehicle as soon as possible. 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: 05/30/2023
Carvana responded saying "it appears we are currently working directly with them to resolve their concerns." This is factually inaccurate. At no point did Carvana contact me via e-mail, phone or text to assist me after I tried to get assistance through multiple channels. After multiple associates offered no help, the last associate I spoke to offered to call or e-mail me when he found out what was going on. This never happened, as Carvana never proactively contacted me at any point. On Sunday 5/28 at 10:48 PM I received a text from the towing service asking for "the latest time they could CALL to retrieve my car." If it's already 10:48 PM and you're asking for the latest time you can call to say you're on your way.. This meant in the middle of the night on Memorial Day weekend swapping keys in the city of Chicago. Carvana can act like it's a problem of the contracted towing service, but Carvana clearly had no method for the associates I worked with or me to call the service to coordinate a pick-up time that should have been arranged ahead of my appointment time to begin with.
As stated in the original complaint, I was charged $60 for "vehicle pick-up service" and selected Carvana's provided window more than a week in advance. Not only did they not pick up the vehicle that day, they would not assist me after multiple chat sessions and calls. They failed to pick up the vehicle more than 24 hours later despite me spending my time trying to get them to take the vehicle they purchased.
Finally, the response on here is reflective of their dismissive attitude toward customers. They ignored my remedy for reimbursement of services that they failed to deliver and made no specific references about how they would revise their procedures to prevent a similar situation in the future. Luckily I am not sending a bill for overnight parking and storage of their vehicle.
Business Response
Date: 05/31/2023
Dear BBB,
Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us. Should they require 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: 06/05/2023
Business has not responded to my resolution request and continues to copy and paste canned responses.
Business Response
Date: 07/03/2024
Dear BBB,
Thank you for providing further insight into this situation. After reviewing this complaint, our records show that we have worked with our customer and have provided information in regards to a resolution. If there are further questions by the customer or the ********************, please feel free to contact us so we may assist further.
Thank you,
Carvana Team
Initial Complaint
Date:05/27/2023
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 attempted to purchase a vehicle with Carvana. They moved the ship date repeatedly, so I canceled the order. I never received a vehicle, and they charged me a shipping fee of $590, however they refused to refund this money to me. They claim that they will not refund me.
Business Response
Date: 05/30/2023
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. Because we are nationwide, our vehicles are housed all throughout the nation. The shipping charge attached to the order is dependent on the starting location of the vehicle and the distance it will travel in order for us to get it to the customers local market. After further review of the customers account, it appears the shipping process on this vehicle had started when the customer canceled the order. The shipping fee is non-refundable at this point, even if there was a delivery delay with the vehicle. 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:05/27/2023
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.
This company has continually jerked us around for weeks. On multiple times they canceled appointments to pick up the vehicle they were purchasing without any notice, citing staffing issues. They told us we could bring the vehicle to them instead, so that is what we did. We used time and gas for two people and two vehicles to drive a 3 hour round trip there only to have them tell us the paperwork I previously submitted was not legal. Not only is that not accurate, but they had all the time in the world to tell us if there was a problem before we invested time and money into bringing the car to them. I got the paperwork to sell my mother's vehicle as her heir directly from the department of transportation. All carvana needed to do was take the title and that form and get a new title in their name. They told me that wasn't legal. I'm an attorney and I would not do something illegal, for one, and for two, that is the verified method of sale per the department of transportation. This company has all of our personal information including driver's license numbers, phone and address, banking information, copies of the title and heir transfer of title form. It makes me very uncomfortable because I question the legitimacy of this company. I feel like I have been scammed out of this information with no intent on their part to follow through with purchase of the vehicle. Add to that that every time they cancel the offer they made expires and I have to call to get the offer extended through no fault of my own. It's extremely difficult to get somebody on the phone because the wait times are excessive and often the person on the phone doesn't know the correct information. Many times the person doesn't speak English well and it's difficult to communicate. I want this company to honor the offer that they made and to take the legitimate paperwork provided to us by the department of transportation. And I want them to come and pick up the car is the stated they would from the start.
Business Response
Date: 05/30/2023
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 customer’s account, it appears we have worked with this customer and provided a resolution. Carvana is an online dealership, meaning there are sometimes different laws and regulations we have to follow. The person on the title must be present to sign off their ownership of the vehicle in order for us to purchase the vehicle. 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: 05/30/2023
This company has not given me any other option. The prior owner of the vehicle is deceased, as they knew and know. I have the legal authority to sell the vehicle as her personal executor, the holder of the title, and in conjunction with the heir form provided by the department of transportation. All going to do is submit the title and the heir form and transfer ownership to their company and have it titled in their name. They tell you to call but nobody ever knows what's going on, it can be hours wait, and oftentimes the person on the phone does not understand. One of them told me to sell the car I would need to sign a power of attorney, which is ridiculously inaccurate. I want them to agree to sell the car at the price that they previously agreed to, to pick it up at a time that they set and actually show up this time, and in return I will retitle the car in my name at my expense.
Business Response
Date: 05/31/2023
Dear BBB,
Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us. Should they require 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: 06/05/2023
This business has never worked with me and they have never provided a resolution. I understand they keep giving generic responses but they are not actually either reading what the issue is or giving any thought or consideration to the problem. It is seeming very clear that they are not at all willing to work to resolve this issue. I suggested a resolution and rather than respond to it, they gave me the same old rhetoric of calling their non-helpful, non-informative main call center. If the call center were helpful we would not be in this situation to begin with. I reiterate that I would like them to extend the offer, make an appointment to pick up the car and keep the appointment, and in exchange I will title the car in my name to avoid the concern they have regarding the title being in my deceased mother's name.
Business Response
Date: 07/03/2024
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. ******************** is an online dealership, meaning there are sometimes different laws and regulations we have to follow. The person on the title must be present to sign off their ownership of the vehicle in order for us to purchase the vehicle. 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:05/26/2023
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 sold a car to Carvana, and have all signed paperwork from them, including a page that says they are going to pay off my lender. In addition, there was money owed to me, which they paid on the spot via a check. My check cleared the bank that they gave me and initially we thought always well and that they had paid off my auto finance company the amount of the 10 day payoff. I went to purchase another car and the new lender requested that we provide them with a release of lien letter, showing that the other vehicle had been paid off, and the debt was no longer owed. I have the app on my phone and it was showing a zero balance and a little note that said congratulations your car loan is paid off. I called them and they were sending me a lien letter so I thought always well. The very next day, which is today, May 26, 2023, I noticed that on the app it no longer said I had a zero balance, and it was back on there. I also noticed that it said that the payment had been reversed. After calling my loan company, I discovered that their check to my loan company bounced. Now, they have my car and the title to my car because I signed it over to them when they purchased it and I have to pay off a $13,000 loan and have no vehicle and no ability to buy another vehicle. After doing research online I found MULTIPLE other complaints about the same issue of bounced checks and reversed payments. I also discovered there are statues that no longer allow Carvana to do business in their boundaries for the same reason. There are also multiple ******* videos, recounting the same problems, and it was recommended that we file with you to get it resolved. My husband and I are older, retired people and this just isnt right. We have no car and no title to the car because we signed it over to them, and if they dont submit another payment that doesnt bounce we are stuck pay that loan off and having no car! We live in ******** and are hoping you will help ** resolve this issue.
Business Response
Date: 05/30/2023
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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