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

5,022 total complaints in the last 3 years.
2,006 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/23/2023
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.
I received my car from Carvana on Feb.6th 2023, I love my car and still do. I did have to get maintenance done myself but it wasnt expensive so i wasnt upset. However, my 2 issues is with the APR they gave me which is ******%. Which is crazy. When they pulled my credit i had a 800 credit score and put $2600 down. My main issue here is the registration. I was told my registration will begin after the 7 day money back offer ends, that ended Feb.12th , i havent seen any movement in this process at all and its been almost 2 Months now. Ive called multiple times and always get a different response and basically ran around. The reason i need my plates and registration is so i can refinance with a different company ASAP. I dont want to keep making these payments on this car with no registration. I need my registration and im not even sure if they have begun the process. I know i may not get help with the payments which is understandable i signed contracts. I just would like help to contact carvana to get the ball rolling !
Business Response
Date: 03/24/2023
Dear BBB,
Thank you for bringing this situation to our attention. We have been in contact with our customer, and we are working directly with them in regards to this complaint. The customer's registration paperwork has been been submitted to the *** for processing. We will notify the customer when the registration has been complete. The customer has a temporary tag on their vehicle which is valid through 5/7/23. We appreciate the customer's patience while we both wait for the state to complete their registration. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team

Customer Answer
Date: 03/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Sequoia *******
Initial Complaint
Date:03/23/2023
Type:Product 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.
It happened in January when i decided to refinance my car with another company. The new company reached out to ***********/Carvana and requested a payoff statement, inadvertently I made a payment after that payoff was requested, which caused a overage within ten days. I was advised by Carvana that once the payoff was received and posted i would receive an overage check. Now we are at the 23rd day of March and have received no check and no one will tell when or where the check is after calling them for almost two months.
Business Response
Date: 03/24/2023

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

Customer Answer
Date: 03/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***********************
Initial Complaint
Date:03/22/2023
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 made a transaction and schedule a pick up appointment with Carvana on 3/15. They delay the shipment of car until 3/17 with a 990 shipping fee. I found out there is a big discrepancy with the information that list on the vehicle details. The only reason I purchased this car only because of three features that show bind spot monitor, lane departure warning and keyless start. However, I did not see either of them on my car by the time I receive this car. The customer service said there is nothing can do to make up this, which means zero compensation. This is a horrible experience.
Business Response
Date: 03/23/2023
Dear BBB,
Thank you for bringing this situation to our attention. Upon additional review of the account, it appears our team has worked with the customer and provided explanations of the options we can provide. Today, 3/23/23, is the last day of the customer's 7 day return period where we are able to help her find a vehicle that has these features. Due to the customer accepting the vehicle, the shipping fee will remain nonrefundable. It is disheartening to hear that our vehicle was listed incorrectly on our website as our intent is to never mislead our customers. In order to be as transparent as possible, we list the original window sticker and provide a 360-degree tour of the vehicle. We understand the customer may have further questions regarding their concerns and encourage them to reach out to our customer service team at **************. 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: 03/24/2023
The customer service did help me find the car which has feature but with a higher price. They just want me to spend more money to shop around without giving me a resonable compensation and explanation. The action that asks me to spend more money to swap does not rationalize their misleading behavior. Again, the company misleads consumers with misinformation,causing damage to the legitimate rights and interests of consumers. They must give me a compensation regarding that.
Business Response
Date: 03/24/2023

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
Initial Complaint
Date:03/22/2023
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 purchased a 2017 **** focus from carvana on 3/16/2023. They promised to deliver the vehicle on 3/22/2023 at 5pm. I found out at noon on 3/22 that the driver was sick and they can't deliver it for another 6 days.I paid the down payment of 300 dollars so far.I want them to deliver the vehicle within a reasonable amount of time, I don't think 12 days from the purchase date is reasonable.The business doesn't have any concern for their customers and have offered no other option but to wait another 6 days.
Business Response
Date: 03/23/2023
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. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are doing what we can to get the vehicle to the customer as soon as possible and we appreciate the customers feedback so that we can improve our customer experience. 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: 03/23/2023
I have already used the chat feature and called and the business has NOT offered any resolution to this issue and informed me that no one else that had their vehicle delayed was complaining and I shouldn't either. They also showed zero regard for my issue and were passive aggressive with me on the phone. My options are to wait another week for the vehicle or cancel my order and not get the vehicle at all and I was informed that this wasn't their problem as they're very busy and sell a large amount of vehicles and that's why it's taking so long to receive mine. Furthermore I will NEVER do business with Carvana again regardless of the outcome of this situation and recommend that no one else do business with Carvana either.
Business Response
Date: 03/24/2023
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 an update through out chat. We are doing what we can to get the vehicle to the customer as soon as possible and we appreciate the customers feedback so that we can improve our customer experience. 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:03/21/2023
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 purchased a 2014 Chevy Cruze from Carvana on Feb 10. The pick up was delayed because the car failed inspection due to the rotors. Once I picked it up, the car was not cleaned. Since having it, I've visited the shop 5 times. The list of issues include: turbocharger, valve cover, spark plugs, coil packs, air filter, fuel system service, water pump, water outlet, and oil pan. Currently the car has lost all engine power, smokes heavily, and is un-drivable. The warranty company, Silverrock, the repair shops, and Carvana are giving me the run around and refuse to fix the vehicle. Carvana then told me I would have to pay them $8K to sell the vehicle back to them. Since having purchasing it, the situation has caused me to miss work and the vehicle left me stranded on the side of the interstate. I would like to see justice in my situation as well as the countless other horror stories I've read about since experiencing my own. I want to give the car back and get out of the loan contract because they sold me a lemon. Please assist.
Business Response
Date: 03/22/2023
Dear BBB,
Please refer to the attached document as this contains our response to this complaint.
Thank you,
The Carvana Team

Customer Answer
Date: 03/22/2023
I was misled during purchase. The inspection report states the repair items passed however due to the 5 shop visits, this is proved to be untrue.
Business Response
Date: 03/23/2023
Dear BBB,
Please refer to the attached document as this contains our response to this rebuttal.
Thank you,
The Carvana Team

Customer Answer
Date: 04/04/2023
I have been the owner of this vehicle for 2 months, and for 1 of those months, the car has been in the repair shop. The company is intentionally prolonging the process, they have not been properly communicating with me and have offered me no real solutions to the situation. As of today, I still am without a car and without knowledge of where they are in the process. I just want to return the car and get out of the loan for this lemon.
Initial Complaint
Date:03/21/2023
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.
On Nov 29th 2022, I purchased a vehicle from Carvana. I made a down payment and monthly payments. On Feb 9th 2023, I took the car to the dealership for service. When I came back for the car, the police were there, ready to arrest me for possessing a stolen vehicle. Once I provided proof I had purchased the vehicle, it was impounded. Carvana has told me to return the vehicle for a refund. They have stated it is not their fault. They have reversed my payments, causing the account to be delinquent. I have not received any of the money I have payed. I am still getting e-mail reminders to make my monthly payments.So, I have no vehicle,my money is gone and Carvana wants me to return a vehicle that has been impounded. This has ruined my credit and my reputation as well as causing my family and me undue stress at a time when we are already struggling with health issues.
Business Response
Date: 03/22/2023
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 all further communication with this customer must be routed to our legal department. We ask that this customer directs all further communication to our legal team. If they do not yet have a point of contact, they can expect to receive outreach as soon as practicable. 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:03/21/2023
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 purchased a vehicle in March of 2022, within one month the engine blew. The inspection that Carvana claims to provide before a purchase was not done. The warranty they provided at the time of purchase replaced the engine with a junk yard engine that is now blown just 9 months later and they will not help either. So, I am stuck with a car that Carvana sold knowing that it wasn't up to their posted standards and that had not been completely inspected prior to them selling the car. I have a car payment on a car that is non operational due to Carvana negligence and will now have a repossesion on my credit because I cannot afford to pay the loan off and they refuse to help.
Business Response
Date: 03/22/2023
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. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of 100-day/4,189 miles has expired and no extended coverage was added to the purchase and therefore, we will not be assisting with any repairs. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
Thank you,
Carvana Team
Initial Complaint
Date:03/21/2023
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 purchased Vehicle #1 with carvana, during the 7 day test drive I noticed issues with the vehicle and requested to swap with vehicle #2. When #2 was delivered they failed to pick up #1 due to an error on their end that they needed to fix. I immediately noticed issues with #2 and wanted to swap for #3. During this time #3 was listed as $****** and I signed the contract for said vehicle. However because of the issue with #1 I was not able to finalize for #3 until they picked up #1 and did a "rebuild" to my account. I had to wait an entire week for this to happen, during which time #3 was taken off the website. Once everything was fixed , #3 was put back on the website but the price was now ******. When I mentioned this and asked for the original price, even sent screen shots of the vehicle for ****** and my contract from the week prior to them taking it down they refuse to give me the original agreed upon price. There were several other customer service issues with ******************** but them refusing to give me the fair price since it was not my fault they messed up my account and had to rebuild it and make me wait a week for them to rebuild and then they increase the price and refuse to honor what I originally signed for is completely uncalled for. THEN to top it off, they miss my delivery of #3 by 7 days because they accidentally sent the vehicle to ***** instead..
Business Response
Date: 03/22/2023
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
Initial Complaint
Date:03/21/2023
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 started the purchase of a vehicle on 3/16 and cancelled the transaction within one hour before the transaction went to underwriting. They still processed the down payment on the purchase on no car whatsoever and I'm being told they are waiting for an ACH transaction from my account to be clear theirs which would have happened the next business day. Then it will take a week for them to process it through their system, and another 3-5 business days to receive it when it was an electronic withdrawal. They won't give me a transaction ID or a number to contact their t-shirt department.
Business Response
Date: 03/22/2023
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
Initial Complaint
Date:03/20/2023
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.
My vehicle that I purchased through carvana has a primers plan for coverage of an extended warranty. In the warranty a catalytic converter is listed as something that is covered. I am now being told that it is not. When I called silver rock who is the warranty company that carvana provides with car payments said that they do not know why carvana has the catalytic converter listed because they do not. I called carvana. Who then said repeatedly they did not see it on the list. I gave them the link that is on there website and even gave directions as to were it is on the brochure that they have displayed online. I purchased the premium coverage especially after my other car through this same company had an engine problem that had to be rebuilt. Because of the money from that, I already went with the plan that included but not limited to the engine. There is still the situation of a repair needed for my car and I'm stuck with a bill that I should not have, when I am paying for a plan that includes the cataylic converter being fixed or replaced.
Business Response
Date: 03/21/2023
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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Carvana LLC is NOT a BBB Accredited Business.