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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

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Carvana LLC has 35 locations, listed below.

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    Customer Complaints Summary

    • 5,026 total complaints in the last 3 years.
    • 2,053 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 2016 Chevy Trax from Carvana on December 17, 2022. I got a temporary Ohio tag with the car and was told my permanent tag and registration would arrive within 30 days. It did not. I contacted Carvana on several occasions and on one occasion they said the delay was that they needed a missing document. I provided that document. As of February 1, 2023, the Carvana site for my account has shown that I have submitted everything that is required and they were still working on my paperwork. As I watched the deadline to have the permanent registration draw near, I contacted Carvana again. This was March 14, 2023. It was at this time they admitted they dropped the ball on this. It was nothing I did. They had no valid explanation on why my permanent registration was not in my hands. I asked for an extension to the temporary one, so that I was not driving illegally. They said that was not an option and their hands were tied. i would have to go to my local DMV to get an extension. I went to my local DMV. They directed me back to Carvana, not quite understanding why Carvana would send me to them. Carvana has not been willing to extend the temporary tag deadline, produce a form I can use if stopped by law enforcement, or offer any meaningful resolution. They have received three car payments from me on time and all the required paperwork, yet on March 17, 2023, I will not be able to drive the car they sold me. I will be forced to rent a car in order to go to work. I need help.

      Business Response

      Date: 03/15/2023

      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: 03/15/2023

      Carvana contacted me today, March 15, 2023, and stated they would try to make things right for me within the next few days. Considering I have been told similar reassurances over the last few months, I cannot consider this a sufficient resolution.  The phone call resolved nothing and still gave me no insight on when I would receive my car registration. Carvana did not agree to the rental car terms nor to an extension of the temporary tag. The phone call was used as a way to make contact.

      Business Response

      Date: 03/19/2023

      Dear BBB,
      Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates is in contact with our customer. 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

      Customer Answer

      Date: 03/29/2023

      I have not received my tag or any correspondence giving me a specific date of when I will receive my permanent registration and tag. The last email correspondence I received (dated 3/22/23) was generic and did not reference the the lateness of my registration and tag (see new screenshot). The second paragraph stated, "Your Chevrolet Trax registration is still on track to be completed before your Temporary Operating Plate expires." That does not apply since my tag expired March 17th. This is extremely stressful.

      I will not accept their response unless I have my tag and registration. I have not even been offered expedited service or compensation in some form for the inconvenience of all of this.

       

      ** *******

    • Initial Complaint

      Date:03/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 advertises delivery dates they cannot or will not honor. On 3/12/2023 I began ordering a car. I submitted documents and they advised i have to insure the car for 3/16 so i bought insurance for it. Then they used documents i submitted as an excuse for why they won't be able to deliver the car 3/16. I have done everything i am supposed to and it feels like they are doing everything to not deliver. They said the bills i submitted were not good enough and i was on the phone with 2 women this morning who worked to take my documents and she said my xfnity bill was good because it billed jan-feb. Then a third one called to say it was too old and they need a more recent bill. They are making up excuses to not deliver to cover the fact that they do not have resources to deliver as advertised. When i went online to upload my lease they are still advertising cars for delivery by 3/16/23. It is false advertising and should be stopped.

      Business Response

      Date: 03/15/2023

      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


    • Initial Complaint

      Date:03/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      To Whom it may ********* have already filed a complaint for the same reason against ******************** I believe that both Root and Carvana are culpable in this dispute. Carvana is culpable for signing me up for auto insurance for a car I NEVER purchased. However it is Root I am seeking a refund from since they are the ones who charged me for the policy. I also want a complaint against Carvana on record. Yesterday I discovered that I have been getting charged monthly by ******************* for a car I have never owned or purchased and for a policy I never authorized. It has been going for months and has now totaled over $1000 dollars. When I called ************** they were less than helpful, even suggesting that I was lying. I was told the company that signed me up for the policy was Carvana. But I have never purchased a car from Carvana. I cancelled the policy and will be heading down to my bank shortly to dispute all of the charges. Back in August I was looking for a new car and did look on Carvanas website at new cars. I even came close to purchasing a vehicle but did not after reading countless negative reviews online. When I was getting quotes from Carvana I did select the option for using the auto insurance provided by Carvana but I never at any point purchased a vehicle from them. Regardless they signed me up for monthly auto insurance anyway even though I did not own, purchase or use the vehicle (the Root customer service operator said the vehicle was a 2010 ****** Camry, again a car I do not, have never owned or purchased from Carvana). I do not really know what to do or how to go forward with this. Or how I prove that this was fraudulent and have never owned the vehicle I was charged insurance for. I will see what my bank says and will be contacting Carvana's customer service as well. But I wanted to report this to the BBB and have the complaint documented. You may call or email me at anytime for further information. Thank you very much.

      Business Response

      Date: 03/15/2023

      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:03/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Vehicle turned out to have a preexisting issue causing it stall when braking. carvana did not submit proof of actual inspection and refused to fix the vehicle despite evidence that the issue existed before purchase. Teguswd to compromise on policy, despite danger of continuing to drive vehicle *** claims payments still owed.

      Business Response

      Date: 03/14/2023

      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, however it seems like we missed the **** with your vehicle while completing our 150-point inspection. 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:03/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a car from Carvana in July, it was delivered July 31st, 2022, since then it's been at three different repair facilities, once for over 3 months. I just took the car to *** and they hit me with a $12,000 repair estimate. This vehicle was clearly not inspected before it was sold to me. Everything leaks, the water pump, the steering pump, the active steering sway bar, the oil pan, the valve covers, the timing cover and more. I'm beyong frustrated and I'm patiently waiting until the 28th so I can meet with an attorney and *** these crooks. DO NOT BUY FROM CARVANA.

      Business Response

      Date: 03/14/2023

      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, however it seems like we missed the **** with your vehicle while completing our 150-point inspection. 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:03/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 car from Carvana last May and have been waiting for my title. When I reached out to them they said I have to pay my car off and work with financing company. ******** is one of 9 titling holding states which means the customer holds the title. They refused to escalate my issue and have anyone call me. I want my title and they are not compling or even attempting to work with me. I want them to send me my title.

      Business Response

      Date: 03/13/2023

      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:03/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 from Carvana. I went to register the ******* app, and I was told that the app did not work in my region. It turns out the vehicle was a ******** car, and the app would not work. However, the worst part is that the manufacturers warranty is void in ******* because it is a ******** car. Carvana assured me that the warranty is still valid, but local dealers said there is too much red tape dealing with ******** warranties. I sent the vehicle back, and it is now for sale again on the website. I dont want someone else to go through what I went through.VIN is ***************** Carvana needs to be transparent about the issues regarding this vehicle.

      Business Response

      Date: 03/12/2023

      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 resolved their complaint directly with them. 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:03/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am looking for a used car. I got my taxes back and finally found one. I put **** down over two weeks ago. I was told I would have an answer idc I was approved in 1-2 days. I have to drive 4 hours to pick up this vehicle if approved so I need to know asap the decision. I have chatted w ten different people who said I was approved and congratulated on my new vehicle. Yet nothing is changing and *** asked someone to contact me over 15 times. I was also told I would have answers a few days ago and no one calls or returns my calls emails or concerns. I basically just gave Carvana **** and dont have a car and have no idea if I am approved. All I wanted was to be contacted **** Timely manner and shown some respect. Ive been given nothing but a run around and this place has the worst customer service Ive ever dealt with. For spending so much money, I want my car and I want some answers before March 23 this is RIDICULOUS Was told payment is successful for two weeks. Ive done my part I want someone to call me and I want answers

      Business Response

      Date: 03/12/2023

      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: 03/13/2023


      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:03/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a 2018 ***** Trax in Dec. 2022 from Carvana in ******, **. I was surprised how easy and simple the process was until 4 days later when I got a check engine light on my car. They gave me an extension on the 7-day return policy to get the issue solved.I brought the car to one of their authorized mechanics to work on the car and they put the wrong part on the car which led to the same issue to reappear on the car. Ive been dealing with this issue for 2 months now, they wont exchange the car to a working one since thats what they advertise for this *****. They sold this car without reporting that the car had mechanical issues. I have lost days of work and money, and if I want a rental to be able to work and make the monthly payments that they expect, I would have to pay out of pocket and hope that theyll reimburse me for it. This is unacceptable! I bought this car in good faith, but they surely didnt do their due diligente make sure the car was in GOOD CONDITIONS!

      Business Response

      Date: 03/12/2023

      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 resolved their complaint directly with them. We ask that the customer continue to work with SilverRock and the repair facility for further assistance. 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:03/10/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 1/25/2021 I sold my veggie cake to Carvana and filed the release of liability with DMV ( but the release is not final The vehicle record is not permanently transferred out of your name until the DMV receives a completed application for transfer of ownership and payment of appropriate fees from the new owner) and now 2023 I receive parking citations in mail because Carvana has sold the vehicle but has not transferred ownership of it or registered the vehicle under the new owner information , this is outrageous, I keep mailing my purchase agreement to show that I sold it and still nothing , 2 years later and Carvana has not updated the information

      Business Response

      Date: 03/12/2023

      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: 03/12/2023

      This is not resolving the problem , this is only an acknowledgment of my complaint I will wait and see if Carvana actually takes action on this issue that should have been updated 2 years ago

      Business Response

      Date: 03/13/2023

      Dear BBB,
      Thank you for bringing this situation to our attention. We have made several attempts to reach the customer but have been unsuccessful. We ask that the customer responds to our calls and emails so that we may address their concerns. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
      Thank you,
      The Carvana Team

      Customer Answer

      Date: 03/13/2023

      I have responded to both their text messages and they responded back with “ being so sorry that this is happening and that the parking tickets should be being mailed to them and not me “ but how does that resolve the problem ? I have mailed out this morning again the tickets back to the city of pico Rivera and I attached one more time the purchase agreement for the 4th time this year , we’ll see what happens, unless Carvana wants to request a INF70 form with DMV and pay the $20.00 to have a copy of the car owner status and mail it to them or I can file and request the form but I would red to get reimbursed for those $20.00 since it is not my fault to have to be requesting this form 2 years after I sold the car to Carvana 

    Carvana LLC is NOT a BBB Accredited Business.

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