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

5,026 total complaints in the last 3 years.
2,053 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:02/20/2025
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 purchased a CARVANA vehicle for cash on Jan 21 for $33k.The vehicle was delivered 10 days later. One day after delivery I informed Carvana the breaks on the vehicle failed to engage and multiple warning messages appeared on the dash. Carvana sent a tow truck to have the vehicle delivered to Jaguar for a diagnostic. It took ****** 7 days to report back their findings. Carvana advertises they allow the purchaser to return the vehicle within 7 days for a full refund. On day 7 I told Carvana the service manager at ****** found the issue and needed to order the part and it would take a few more days. Carvana extended the 7-Day Money Back Guarantee a few more days. The part arrived but it did not resolve the issue. There were more substantial issues found by ****** service department. I contacted Carvana within the extended time limit, and informed them I wanted to return the vehicle and get my money back. Carvana agreed. That was on Feb 11. Carvana was to retrieve the vehicle from the ****** dealership on February 16. Carvana stated that once they had the vehicle in their possession, 48 hours later they would BEGIN the process to refund my $33k. Carvana stated it would take an additional 14 days for the refund to appear in my bank account. ******************** did not retrieve the vehicle on Feb 16. Carvana rescheduled and Feb 20th was the day they would retrieve the vehicle. Carvana did not retrieve the vehicle on Feb 20. Carvana rescheduled and Feb 28 is the day they are supposedly going to retrieve the vehicle. Carvana is telling me to keep the vehicle insured until they retrieve it. I feel like Carvana is purposefully not retrieving the vehicle so they dont have to initiate the Money Back Guarantee and they can drag this process out for weeks or even months.I want my money back and to never do business with Carvana again.I feel like Im stuck in a very bad situation with no way out.
Business Response
Date: 02/21/2025
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: 02/21/2025
I am in the middle of playing phone tag with Carvana. They call and leave a voice message, I call back and leave a voice message. This is getting no where. The vehicle was towed to Jaguar of ********* on February 4th and it has remained there to this day. The last I heard the repairs are on hold because there is a lack of communication between three entities: SilverRock the 3rd party repair insurance company, Carvana and the ************** Dept. ****** wants to get paid for the initial repairs, and won't release the vehicle to Carvana. SilverRock isn't communicating with the Jaguar dealership about getting them paid for services already rendered. I don't want the car. I want Carvana to take the vehicle back to their car lot and refund my money, and that has been an uphill battle since February 11th. Carvana isn't updating me on anything. What are the steps involved in getting a vehicle returned to Carvana? All Carvana does is schedule a tow truck and then nothing happens. Tow truck scheduled to retrieve the vehicle Feb 16. Tow truck scheduled to retrieve the vehicle Feb 20. Tow truck scheduled to retrieve the vehicle Feb 28. The vehicle is not at my house. STOP sending tow trucks to my house to pick up the vehicle. I have told Carvana a million times the vehicle is at Jaguar of ********* and it is not drive-able. Am I supposed to be at Jaguar when the tow truck arrives? I am supposed to be taking time off from work on multiple days to keep showing up at Jaguar just to have a NO SHOW from the tow truck multiple times? This is beyond ridiculous. I want a plan from Carvana on the next steps. Has Jaguar been paid? Will Carvana have the tow truck sent to the right location? Do I need to be present? If I have to drive 20 miles to the Jaguar dealership and the Carvana tow truck is a no show, I am gonna lose it.
Business Response
Date: 02/21/2025
Dear BBB,
Thank you for providing further insight into this situation. Upon additional review of the account, our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us at ************** and responding to their assigned Case Manager's calls, texts, and emails. Should they require additional assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team

Customer Answer
Date: 03/02/2025
I opened this BBB inquiry because I wanted to be refunded $30k+ from Carvana. I believe Carvana has the Jaguar back in their custody. The next step is getting $30k+ refunded to my bank account from ********************. Carvana has the Jaguar, they have the title to the vehicle and they have my $30k+, so nothing has changed from my point of view. This situation will come to a close once Carvana refunds the money, which they assure me will be expedited.
Initial Complaint
Date:02/20/2025
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 2/11/25 I sold a 2022 ***************** to Carvana for $42,800. They came and picked up the truck and gave me a check. I took the check to the bank and deposited it. For an unknown reason the check was not able to clear. I have now been charged $15 bad check fee and cant get an answer as to when I will get a replacement check. I have been hung up on twice and cant get a supervisor to explain the delay. I am now being told to check back on 2/24 to see when the check will be cut.
Business Response
Date: 02/21/2025
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:02/20/2025
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 February 3, 2023, I traded in my 2022 Tesla Model 3 and purchased a 2024 ****** Grand Highlander. During the transaction, my Tesla was picked up, and a check was provided to the driver. However, during the seven-day money-back guarantee period, I encountered a concerning issue with the Grand Highlander. The dashboard displayed a message indicating a system malfunctioncontact dealer. Following this, I submitted a claim through SilverRock, as I purchased an extended warranty through Carvana. Unfortunately, the locations they provided for assistance were primarily tire shops and were not equipped to address the specific issue indicated by the error code. To resolve this matter, I made an appointment at ******************************, where I took the vehicle in on February 19, 2023. The dealership conducted a diagnostic test and discovered over 20 error codes present in the vehicle. Alarmingly, some of these codes indicated a restraint system malfunction and a loss of communication with various components throughout the car's system. This has left me feeling extremely unsafe driving the vehicle. The technicians also informed me that the Grand Highlander had been in an accident prior to my purchase, which was not disclosed to me during the buying process. They found multiple U and B style communication codes, along with clear evidence of paint and body repairs.Furthermore, the CarFax report supplied by Carvana did not mention any prior accidents, raising serious concerns about the transparency of the information provided at the time of sale.I have tried to communicate with Carvana regarding this situation, but their response has been unhelpful and challenging to navigate. I feel I was sold a vehicle with significant undisclosed issues, which constitutes a breach of trust as a customer.Given these circumstances, I kindly request to return the vehicle and receive a full refund.
Business Response
Date: 02/21/2025
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:02/20/2025
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 have been trying to buy a car from carvana since friday 2/14/24 - I was able to go through the whole process but was held at the step to submit a phone bill after all verification was already done . They kept saying they dont accept my billing statement because it doesnt look like the internet bill . i spoke to somebody with my provider and they stated the mobile bill will not look like an internet bill since it is all digital. This is unfair because thats the only holding my back on my purchase. No where do I see information about this online like they say . I think this is wrong especially holding my money back because of this issue . I then was able to talk to one other person and they let me use a different verification then another agent said they were going to put the phone bill requirement back on my account , i think this is ridiculous.
Business Response
Date: 02/20/2025
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:02/20/2025
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.
Im very sad by the treatment if Carvana. I researched cars for months and then found a 2017 gle 63 s couple with ****** miles, one owner and it said it passed Carvanas 150 point inspection.We received the car on January 21st 2025 at 1:14 pm.We traded in our 2022 ****** armada.We took in the Amg to an approved repair facility for our own inspection.Thats when the motor leaks, broken sunroof and broken control arms were found.We were then sent to a second repair facility. Which then sent us to the dealership.We worked with Silver **** and Carvana executive team ******* (who wont give us his last name).******* called me and said he had to approve the repairs and tell Silver Rock. Thats when the lies started. ******* said all of our repairs would come out of our extended warranty. So I started asking what happens if we didnt buy the extended warranty?So then Silver Rock looked into this ******** claims and gave us documents for our protection that was 100% proof that ******* with Carvana lied to us.I have reached out to ***** ****** on LinkedIn and other associates to get help. Today is 2/20/25 and I still do not have a car. They have my trade and sold me a broken down car with $16-20,0000 in repairs needed.I tried to send the car back in the time frame and was told the car would have to be at my home location. I said it was at the dealership and would be unsafe to drive.I was then told by ******* that there are no vehicles like the one I got to trade it in.And so here I sit with my terminally ill wife with no car for doctor appointments.Why did Carvana say they inspected a car with a leaking motor?So here I need to make my first car payment and I have no car.This is so unfair.
Business Response
Date: 02/20/2025
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: 02/20/2025
I do not accept their saying they contacted me about this ******* ***. Show the proof, I have the phone calls recorded and Carvana is lying about the situation with *******. Why on earth would you take the repair money of my future services? Even Silver Rock is confused why ******* stated that the repairs would not be covered by the first 100 day policy. What if I did not buy the extended warranty? Then what? This is horrible that a customer has to make car payments on a car that had to go to 3 different repair shops for the leaking motor, yet it passed Carvana's inspection?
Business Response
Date: 02/21/2025
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: 02/26/2025
Thank you for the response. I'm waiting to hear back from Carvana to sell the car back to them as an executive resolution team member ***** was supposed to call me on 2-26-2025 and that call did not come in. So I'm trying to send the car back and get the shipping costs added to the buy back amount as I was told in chat with Carvana support that they would do that. So I spoke to ***** and he was going to check with the sales team about getting that cost added. So I'm still waiting to hear back.
Business Response
Date: 03/30/2025
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. After further review of the customers account, the customer is outside of their ***** money-back guarantee return window, and the sale is finalized. We provide every customer with the ***** money-back guarantee period as an added safety net to provide extra peace of mind with their Carvana car-buying experience. The customer's account and vehicle issue was brought to our attention from **********, our warranty provider, as part of the High Cost Claim program. The customer was then given a one time opportunity, outside the standard 7 Day Money Back Guarantee timeframe, to exchange/return the vehicle or move forward with repairs. The customer decided to move forward with repairs which took away the option to exchange/return the vehicle. At this time, the customer is no longer eligible to return the vehicle. 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
I reject this response as you are very aware that based on the recorded phone calls I have with Carvana, over 5 hours worth, I have ******* ******* saying how the repairs would come out of my extended warranty, even though I'm within the 100 day and mileage timeline. So because I bought an extended warranty, I get penalized. So if I would have not purchased the extended warranty, then the repairs would have been covered under the limited warranty. So I'm supposed to trust the Executive resolution team, yet then I speak to ***** on the same team for over an hour and he pointed out how ******* ******* should have allowed me to start the return process as it would have given Silver Rock 4 days to look over what the high cost repairs would be. I have been to the repair shops 5 times already and now there is another repair coming in for nearly $12,000 on top of the $16,000 original bill. ***** and I went through on the recorded call the inspection report, which has now been changed, in what I feel like in my opinion, to deceive me as the customer.
So then after working with the Colorado attorney general, we found that Carvana changed the date of the inspection report to a time that Carvana did not even own the car. And now repairs are being added to the inspection that were not originally on the inspection in January of 2024.
I have sent emails to your legal department and they have refused to email me back. So I have no choice but to go to find legal help as the attorney general said this is now a civil matter.
Initial Complaint
Date:02/20/2025
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.
Approved online for a vehicle with trade and 190 for delivery. Next day we received a phone call from Carvana stating we needed 4000 up front and was given 72 hrs to get the down payment which we could not come up with. They ended up charging us 190 for the delivery fee and we got nothing delivered! They wont issue a return because we didnt cancel our order within 24 hours
Business Response
Date: 02/20/2025
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:02/19/2025
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 ordered a van from carvana and when it arrived I was busy with work so I didn't find out right away as I share this vehicle. The front brakes and rotors were damaged. One brake was heat cracked and both front rotors were warped. My roommate stated it was causing issues braking since we first got it. When I finally got a hold of someone at carvana they said it could be taken to a local business and parts can be ordered. I did so that is when I found out definitively about the brakes and also ended up paying $100 to ********* to cover a new axle since the passenger side was leaking. The $100 was a coverage fee by carvana for "maintenance". I paid out of pocket since brakes and rotors are daily wearable parts that they didn't cover under this 30 day coverage. I paid a personal mechanic to replace the parts since I waited until my paycheck hit so I could afford it. Tires will be replaced soon as they came barely legal enough to pass inspection which I had to also pay for so vehicle would be legal in my state.
Business Response
Date: 02/20/2025
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:02/19/2025
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 completed a purchase of used vehicle and lined up the trade. Everything seemed to go smooth. After they got paid they then told me policies regarding trades that were never disclosed and policies that they stated come from California law, but nowhere in CA law do they say the things Carvana did. I was trading in a vehicle with a month an a half of registration left but they told me (after being paid in full the remaining balance) that they needed me to go to *** and renew a $500 registration in order to trade it. I am not sure if it is a scam policy or just incompetence. I asked for multiple small accommodations to help make the deal possible to wrap up, with or without the trade. After hours of being transferred around I was told I would get my money back in 15 days and if not by then to call them. They had no issue taking the money that day but are extremely difficult to make it right from their end.
Business Response
Date: 02/20/2025
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:02/19/2025
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 2018 ***** Volt from Carvana for my wife. She drove it for about 30 days and ***** miles and we started hearing noises. I took it to a dealership to have it looked at and found out it had many deficiencies that would have not passed a MD inspection. After over 2 weeks and countless calls to Carvana's warranty company *********** as well as 18 calls to Carvana, I am still without my vehicle. The warranty company is paying for the bad lower control arms, leaking calipers, bad strut mounts, rusted and frozen tie rod ends and sway bar links (but won't pay for the actual struts). They also will not pay for the brake pads and rotors that are metal to metal and completely rusted saying they are wear and tear items. None of these items could have possibly passed a MD state inspection 30 days ago. I have countless hours of back and forth over the phone. They have made the tech put the car up on a lift to inspect, take photos, and re-document 3 times now. They are basically just trying to get me to go away. They have drug this out way too long and we have been without a vehicle for over 2 weeks now. I would like them to pay for the repairs needed to make this car safe for my wife and children to ride in. They should have never sold us a car that was this dangerous and that clearly did not pass a real Maryland safety inspection.
Business Response
Date: 02/20/2025
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: 02/20/2025
Dear Carvana Team,
I have not heard back from the Carvana team about this issue nor the resolution since putting in this complaint with the BBB. So your response back to me and the BBB was untruthful. I have spoken to 8 of your different employees over the past 2 weeks about this claim and have gotten nowhere. Below is a list of the names of your team member I have spoken with and keep getting the same message. "we are reviewing the file and trying to determine the amount of compensation, if any will be given" Carvana team members names I have spoken with: ****** ********** **** ***** ****** Ray, ******, *******.
Business Response
Date: 02/20/2025
Dear BBB,
Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates is communicating with the customer. We request that the customer liaise with their designated case manager should further clarification be required at **************. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
Thank you,
The Carvana Team

Customer Answer
Date: 02/27/2025
Carvana says in their email to contact my case manager for further details. I don't need any more details. The case manager at Carvana said that they are only offering $800 in compensation for all the repairs needed on this car to make it safe or even to a level that would pass a Maryland state inspection. The case manager was very rude and said I had no other options and that they were not doing anything else to help us. So as of right now our vehicle is sitting at the ***** dealership waiting on parts that are on back order. While our warranty runs out. Yet another way they are getting away with not supporting their customers. I am the point now where I do not want the vehicle any more. My wife needs a safe and reliable vehicle. Not one that will sit at the dealership waiting on parts that are on back order for an unknown time period. After the 4th car I have purchased from Carvana now, I will never give them my business again.
Initial Complaint
Date:02/19/2025
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.
Bought a car and stopped working 2 weeks later and still in shop for several weeks
Business Response
Date: 02/20/2025
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
Nothing has been done as far as selling me a bad car that stopped working after 2 weeks. They said they would pay for a rental but due to ******* age, a rental can not be driven as the age is 18. Rental company requires ***** years of age to be listed as a driver or rent a car. I have asked for a warranty upgrade and they can not change the contract. Im asking for refund on the warranty so I can get another warranty from a third party or an insurance company extension on the carvana 100 day warranty as we have not had a vehicle going on 2 weeks. Carvana resolution team should come with options that can be done rather than what they cant do.
Business Response
Date: 02/25/2025
Dear BBB,

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

Thank you,
The Carvana Team

Customer Answer
Date: 02/26/2025
we are awaiting a resolution from case manager but nothing as been suggested by manager in response to complaint to be resolved only what can not be done
Business Response
Date: 03/30/2025
Dear BBB,

Thank you for providing further insight into this situation. Upon additional review of the account, our team has worked with the customer and provided a resolution. We sent out multiple checks for the total amount of $1,240 to help with rentals during the time their vehicle is being worked on. The most recent check being sent out on 3/26. As for the customer wanting to cancel the extended coverage they purchased with the vehicle, they will need to contact ********** directly. ********** will assist with the cancellation and refund for that program. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us. Should they require additional assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.

Thank you,
The Carvana Team

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Carvana LLC is NOT a BBB Accredited Business.