Complaints

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

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Carvana LLC has 67 locations, listed below.

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  Carvana LLC

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

• 

  Carvana LLC

  1631 Navaho Dr Raleigh, NC 27609-7532

• 

  Carvana Kansas City

  1700 W 29th St Kansas City, MO 64108-3606

• 

  Carvana, LLC

  4070 Interchange Corporate Center Rd Warrensville Heights, OH 44128-5631

• 

  Carvana Philadelphia

  1043 N Front St Philadelphia, PA 19123-1704

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:03/07/2023

  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.

  Bought a car from Carvana in June. 2015 GMC Terrain. The cancelled my contract and sent me a different car. I accepted that car. I received my car undetailed, late delivery, problems with the brakes squealing, and now as of 3 weeks ago my car won’t start. The mechanic said there are bits and pieces all over the engine and he has no idea why. I called carvana to see if they would help, they said no, that I need to voluntarily surrender the vehicle. Called my loan company and they also said voluntarily surrender. This is unacceptable I’ve only had the car since June, it only had 68,000 miles on it, and carvana will not help us in coming to a resolution but to have the voluntary repo hit my credit or continue paying on an engineless car. I just want my car exchanged out for the car I originally wanted or for carvana to take this car and call it a wash. The mechanics not knowing what happened to the engine and carvana not assisting in helping us at all.

  Business Response

  Date: 03/08/2023

  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 mark with your vehicle while completing our 150-point inspection. After further review of the customer’s account, it appears the customer’s 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
  
  

  Customer Answer

  Date: 03/08/2023

  Carvana has just admitted they missed the mark with my 150 point inspection. Therefore I feel as tho this needs to be retinitis on their behalf. Had they did the inspection properly they would not have missed the engine problem. I never in a million years thought buying a 2015 car with less than 60,000 miles on it would have an engine blow up 8000 miles later. If this isn’t rectified in some sort of way I have no option but to continue collecting information and escalating this further up the chain to the attorney general and the department of commerce. What Carvana did is NOT acceptable. And now hearing them say they missed the mark on the 150 point inespection. This needs to be resolved immediately. 

  Business Response

  Date: 03/09/2023

  Dear BBB, 
  Please refer to the attached document as this contains our response to this rebuttal. 
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 03/10/2023

  This response is the same as the first response just with the removal of your fault on “missing the mark on the 150 point inspection”. Had you not missed the mark this would have never been issue. However, you did and you admitted that in your last response. I understand there is a warranty, but at this point that is no longer relevant as it was determined that this should have been found before the car was sold to us. Please rectify the situation in a timely manner and help us with a resolution. We will not settle on this. The mechanic is willing to speak to you, we have tried to speak to Carvana and got transferred 12 times with no resolutions and were not even allowed to talk about the issues with this car. You cancelled my first contract, you were late on delivery, you delivered a car that was not cleaned or detailed and have now told us you missed the mark on the 150 point inspection. I will continue to fight this until it is resolved. Own up to your mistake and be a reputable business as you claim to be and make this right for the consumer. Being that you removed the statement of missing the mark on the 150 point inspection in your 2nd response, I can’t help but to believe you knew this was going to be an issue and are trying to back peddle now. I’m asking for resolution. This car has been in my possession for 7 months. I have 4 years left if paying on it and it literally needs a new engine. The mechanic stated the car should’ve never been sold to me. If you would like the full list of all the problems that were found, I can provide that as well. I would love to hear how the brake system was missed on the 150 point inspection as well. Or the wipers, or the car detailing, or the keys not working, all noted in my file. Therefore I’m demanding resolution or again, we will need to take this up further to the attorney general and department of commerce. Sounds like the attorney general is very familiar in our state with Carvana. So I will allow one more attempt at a resolution but if I get the same response again, I have no option but to bring it up further. PLEASE HANDLE THIS CARVANA!!! 

• Initial Complaint

  Date:03/07/2023

  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 has constantly pushed back the delivery of my vehicle. When first purchasing the vehicle I already had to wait an extra week for pickup. I am now on my third delay; this is very impactful to my life as I was relying on the car to get to work and already have been paying insurance on the vehicle. They gave no explanation as to why the vehicle was delayed and just found out today after the third delay that the car is experiencing sensor issues. Carvana is providing false hope of delivery dates and hiding issues with their vehicles.

  Business Response

  Date: 03/08/2023

  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:03/05/2023

  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 from Carvana and traded in our existing vehicle.Primary concern: damage to our vehicle and out of pocket expense.Purchased vehicle had significantly more damage than indicated online plus the check engine light was on; doubt reported inspection by Carvana occurred. Requested to return vehicle as part of 7 day trial period.After we decided to return the vehicle 2 days after receiving it, I arranged this with Carvana via the main number provided. This was done on a Sunday (2/26) or Monday (2/27). The agent could not or would not set up a delivery and p/u of our original vehicle even though Carvana delivered our purchased vehicle. This is not appropriate since it is a ********************** for us.Carvana agent set up an appointment on 3/4/2023 at 11am at the ***********, **, hub. On Thursday, 3/2, two days before the appointment, I called and verified that everything was ready for the exchange and our vehicle was indeed in ***********. This was confirmed by Carvana. **** arrival, our vehicle was not present nor did the employees know we were coming. Apparently, the appointment was changed by the main Carvana office, but no one was notified.When we did get our original vehicle later that day, the license plate was removed and our check engine light came on after driving for several miles. **** inspection, it was found that our gas cap tether had been cut and the gas cap removed. I discussed with Carvana and they claim all "personal items" should have been removed from the vehicle. Unclear how a license plate and gas cap are personal items. We will now to pay to replace these. I requested a refund for repairs (gas cap), license plate replacement, and gas for having to drive to and from *********** (180 miles one way). This was denied by Carvana.

  Business Response

  Date: 03/06/2023

  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:03/05/2023

  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.

  When setting up the trade in of my car for a new one, they never spoke, emailed, or made it known in the contract that my current cosigner had to be physically present. Since they live over 8 hours away, i would have not gone through with the process. I received a text the morning before my car is to be delivered, stating that the cosigner would need to be present. They refused to let me speak to ANY supervisor about the issue after 3 phone calls. They can not point out in my contract, on their website, or any recorded phone conversation where it is stated that my cosigner needs to be present to release the vehicle. They have her information and her driver's license, but waited to send only a text. I offered to have her sign a notarized document for ok to release my current vehicle and a conference call with copies of her license, but they refused even though there is nothing to back up this decision. The vehicle was bought 5 years ago with her as the cosigner not being present. She was able to do all that was mentioned above with no issue.

  Business Response

  Date: 03/06/2023

  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. All co-signers must be present to sign release documents, that is a requirement of Carvana. 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:03/05/2023

  Type:Customer Service 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.

  SO I BEEN IN THE MARKET TO GET A NEWER VEHICLE TRADING MY *** IN . I WAS ON CARVANA WEBSITE AND WAS HAVING ISSUES WITH THE *** SO THEN I WENT TO DESK TOP FOR SOME ***ARENT REASON. WHICH THEU NEVER REACHED OUT TO ME ALL THEY DID WAS SEND A TEXT SAYING UPLOAD ADDITIONAL DOCUMENTS WHICH IS FINE BUT I HVE GOOD CREDIT IM NOT SENDING 6 months of BANK STATEMENTS. THEY HAVE LOST THERE MIND. DO THEY REALIZE HOW MANY PAGES THAT IS ! STATED IM NOT GIVING MY BANK INFO OUT LIKE THAT WE CAN CONFERENCE CALL OR GET A LETTERHEAD FROM BANK ALTHOUGH I DID ADVISE MY BANK IS PERSONAL. AND DONT HAVE NOTHING SET UP WITH IT BUT MY FOR THE MUSIC ARTIST I WORK FOR THATS WHERE MY MONEY GETS DEPOSITED. EVERYTHING ELSE IS PAID OLD-SCHOOL WAY ANYWAYS THE GUY SENT ME A RUDE MESSAGE SAYING STOP RESENDING UR ORDER FOR VEHICLE BETTER YET IL REMOVE THE VEHICLE FROM UR PROFILE SINCE YOU CANT PROVIDE 6 months of statements FIRST OFF I NEVER SUBMITTED MULTIPLE TIMES INTENTIONALLY I WAS NEVER GIVEN CLARIFICATION AND WHATS ITS CURRENTLY PENDING BECAUSE. IT HAD ALRADY BEEN ***ROVED AND TAKEN ME TO WHERE I SIGN THE PURCHASE AGREEMENT. HIS MESSAGES WERE VERY UNPROFESSIONAL , YOU PICK UP THE ***** AND CONTACT THE POTENTIAL BUYER DONT LEAVE ME A RUDE TEXT MESSAGE AND TELL ME. BETTER YET I WILL REMOVE THE VEHICLE FROM YOUR PROFILE . IT WOULDNT HURT TO BE CUSTOMER SEVICE FRIENDLY PROFESSIONAL AND HANDLE THE SITUATION IN A DIFFERENT MANOR ! HE DEFINITELY NEEEDS SOME COACHING OR RETRAINING OR MAYBE CUSTOMER SERVICE IS NOT FOR HIM I have THE MESSGES HE SENT AS WELL

  Business Response

  Date: 03/06/2023

  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. The customer will need to provide their own third party financing since they can not provide the needed bank statements. 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:03/04/2023

  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.

  Re: ** * ********* Carvana LLC . I apologize, I didn't see the email from BBB dated Feb 27th or I would have responded. In any event, Carvana's method of handling the complaint is to put the burden of proof on me. Silver Rock, their warranty company, says 'someone' at Volvo of Palm Springs told them over the phone that my car was still under factory warranty. I personally witnessed 2 phone calls where Silver Rock and Carvana were told over the phone that there is no factory warranty on the car. My original purchase agreement stated there was no other warranty. Now both Silver Rock and Carvana tell me I have to prove, in writing, that there is no warranty. I have asked them to produce the recording of the phone call they say informed them of the warranty, yet they refuse. I don't understand why the burden of proof is on me. please don't close the complaint.

  Customer Answer

  Date: 03/13/2023

  I spoke to **** from Carvana 03082023 a* ****** My sister died that am but I spoke with him anyway.
  He still insists that I disprove, in writing, warranty info Silver rock says they received over the phone 
  from 'someone' at volvo. They refuse to produce the recording or transcript of said phone call; they refuse to 
  provide the date, time & name of who at Volvo gave them that info. they also refuse to accept verbal info to the contrary from the service manager ****** to **** ******* at Silver Rock or from sales manager **** at Volvo to ****** at Carvana. I have their so called proof however the burden of proof is not on me.
  I also have a sales contract from Carvana which clearly states there is no other warranty on the vehicle
  which is what prompted me, even coerced me,  to purchase the Silver Rock contract. if Carvana lied to me about the warranty
  that is fraud.
  if Carvana told the truth, that means Silver Rock lied about the phone call. again, fraud.
  either way you unpack it, lies and fraud.

  Business Response

  Date: 04/12/2023

  Dear BBB, 
  Please refer to the attached document as this contains our clarification. 
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 04/20/2023

  as previously stated, numerous times, this issue began with silver rock. i have tried to deal with silver rock. they have denied any and all claims because they say 'someone' at Volvo told them, over the phone, that there is an existing factory warranty on the vehicle. All phone calls are recorded yet they refuse to produce any proof of this alleged phone call. **** ******* at silver rock was specifically told, over the phone, by ******, the service manager at Volvo, that no warranty exists. I am a witness to that phone call. Silver Rock rejects that info & demands it in writing. Carvana rep ****** was told ,over the phone, by Volvo sales manager Erik that no warranty exists. I am a witness to that phone call. Silver rock & Carvana both reject that info & still demand that I prove, in writing, that no warranty exists. So I am being required to disprove some erroneous info that some nebulous person gave an equally nebulous silver rock employee over the phone, the recording of which they refuse to produce.  I actually have their proof. I have a letter from Volvo stating there is no Volvo warranty and I have my original sales contract from Carvana stating the same, which proves someone is being less than truthful. One assumes Carvana did their due diligence prior to selling me the car.  My original sales contract clearly states 'no other warranty' , which is what caused me to purchase the silver rock contract in the 1st place.  If Carvana is telling the truth then silver rock is not, & merely giving me the run-around to get out of fixing the car. If silver rock is telling the truth then Carvana coerced me into purchasing a warranty I didn't need. Either way, within a month of purchase the vehicle was diagnosed in need of a new engine. I asked Carvana to take it back. Their answer was to send me back to silver rock who already told me no. The claim was filed within the 100 days. They should honor their word.

  Business Response

  Date: 04/23/2023

  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 reach out to 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
  
  

  Customer Answer

  Date: 04/25/2023

  I have spoken to a ****** a ******, a ****** &  lastly, on March 8th, the day my sister died, someone named ***** from Carvana.I get a different person each time I call Carvana and/or Silver rock, and sometimes it sounds like the same voice yet I'm told a different name.  At any rate, since then, I have had no voicemail, email, text, nor phone call from anyone at Carvana. They have made no attempt to resolve this matter with me and I confess, I have grown weary of the telephone runaround, I have given up trying to call them; they don't call back.

• Initial Complaint

  Date:03/04/2023

  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 got my vehicle with Carvana back in October 2022. Within a month of me having the car I had to take my vehicle in for maintenance. I had to get my entire air compressor system replaced at ********** My second time taking it to the shop I had to take it to pep boys because my Cadillac converter was missing screws and was not connected to my exhaust pipe. The third time I took my car back to pep boys and found out I needed a new motor, I was without my car a whole month and even though I have silver rock insurance to fix car repairs, I had to come out of pocket with 950 dollars due to silver rock sending a motor with out the things that comes with it. I am at withs in with this place Carvana is no help. I asked for a trade in and was told my balance with the car I have now will transfer to the new car I get with them. I truly am in need for help.

  Business Response

  Date: 03/06/2023

  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 advise the customer to continue working with SilverRock for assistance with 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:03/04/2023

  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.

  On February 17th, I picked up my new vehicle in Omaha Nebraska from Carvana. I made a quick inspection of the vehicle and headed home as it would be a 4 hours drive back to Iowa. We had a lot of snow that week, which obviously collected on the car. The next Saturday, one day (which was exactly one week later) the sun was shining and took my car to wash it. Upon drying I noticed a dent in the pillar. Immediately contacted them, and she said my warranty was expired, but she would open an extended damage claim so I could file a report with Silverock. I sent them many photos, and I got a canned response that this dent is considered "normal wear and tear", and no other way to contact them. They also removed the section from my account to further make my claim. It is not normal to have a dent in this spot. It was carefully hidden in their pictures. As you can see, the photos were taken with shadows on that side of the car, and wasn't listed as a hot spot. If you see the second photo, there is obviously a dent. I want it fixed. The dent will eventually rust. Not what I would want on a higher end vehicle, not to mention, I'm paying them a lot for this car. The attached photos that appear to be in the shade are their photos. I included a photo that is of the dent in the sun light.

  Business Response

  Date: 03/06/2023

  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 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
  
  

  Customer Answer

  Date: 03/06/2023

  There  had been no contact made to us from Carvana. No resolution was offered, either directly or indirectly. The dent still exists, it was hidden from view as previously stated. The only response I've gotten is from Silverock, which is why I initiated this complaint against the seller, Carvana. 

  Business Response

  Date: 03/08/2023

  Dear BBB, 
  Please refer to the attached document as this contains our response to this rebuttal. 
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 03/09/2023

   The area of damage was hidden in the photos in a shaded area. However the tiny scuffs were not. Your listings and hot spots did not show this damage truthfully. It did not allow me to make an informed decision on my purchase. I could have chose a different vehicle that did not have this type of dent that will eventually rust. I will use any forum i please to make sure this is documented.  Any correspondence from me will be documented here with the BBB so others are aware of this complaint. 

• Initial Complaint

  Date:03/03/2023

  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 was purchasing a car from Carvana and went to pick it up 3/3/2022. The car (2022 ****** Crosstrek) had hail damage/dimples all over the front hood and the roof of the vehicle which was not disclosed in the description when I agreed to buy the car. I paid Carvana's shipping fee ($1,190) to have the vehicle brought to ******. I would not have paid the shipping fee on a newer car that had hail damage. I could not take possession of the vehicle due to the undisclosed damage. They are not refunding the shipping fee nor offering any type of resolution. This was false advertising on their part by not disclosing the hail damage and I should not be responsible for paying the $1,190. I tried speaking to an advocate at Carvana and his manager and basically made no headway. I'm now out $1,190 and have no car. A sample picture of the dimples is being provided, but the dimples were all over the hood and the roof.

  Business Response

  Date: 03/06/2023

  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:03/03/2023

  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 did purchase a 2019 Volkswagen Tiguan from Carvana LLC on 12/5/21 . Vehicle was delivered with valid NYS inspection and registration as is. Upon delivery it was discovered that vehicle was delivered without a valid front license plate installed. Upon the vehicles first inspection by owner on 03/02/2023 it was discovered that front window tints on the vehicle are illegal in NYS. Upon communication with Carvana they claimed no responsibility in delivering the vehicle that was not NYS legal to customer as a valid NYS vehicle. Upon inspection on 3/2/23 vehicle owner was told it would cost $180 to remove window tints and make vehicle NYS legal.

  Business Response

  Date: 03/06/2023

  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 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
  
  

  Customer Answer

  Date: 03/06/2023

  Carvana LLC has done nothing to resolve the issue in this matter . Carvana LLC did deliver said vehicle with valid NYS inspection, vehicle contained illegal window tints and no front license plate. When contacted , Carvana refused to take fault for illegal window tints and claimed buyer must pay the $180 out of pocket expense to have the tints removed to pass inspection. In sum and substance, Carvana delivered a vehicle that was not NYS legal, that contained a valid NYS inspection.

  Business Response

  Date: 03/08/2023

  Dear BBB, 
  Please refer to the attached document as this contains our response to this rebuttal. 
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 03/10/2023

   As a Carvana Customer, I request an explanation as to how vehicles that are not NYS legal can pass NYS inspections while under Carvana ownership , and how is the responsibility to make this vehicle NYS legal passed onto the new owner of the vehicle upon inspection?