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 35 locations, listed below.

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• 

  Carvana LLC

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

• 

  Carvana, LLC

  63 Pierce Rd Winder, GA 30680-7280

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana Kansas City

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

• 

  Carvana Nashville

  4270 Kenilwood Dr Nashville, TN 37204

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:02/19/2023

  Type:Sales and Advertising 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 recently bought a vehicle with cash from Carvana and paid in full. Upon receiving the ******** title a lien is listed on the title to Carvana LLC, **************************************** with a lien date of 2/1/2023 which is the date that the car was purchased. There should not be a lien as the car was paid in full at the time of purchase. There is nothing on their website about how to rectify this but there are online forums where this has happened to other customers. This is slander of title and now we are having to spend time fixing this on a vehicle that we own outright.This is on top of the drop-off being 5 hrs after the agreed upon time and the car only having a 30% charge when it was sold as arriving with a full charge. The process of purchasing a car with Carvana has been one headache after the other but an incorrect lien on a title is unacceptable and needs to be rectified as soon as possible. Attached are two documents showing the title with the incorrect lien and the contract showing our full payment on the vehicle.

  Business Response

  Date: 02/20/2023

  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: 02/22/2023

  
  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.
  

  As of 2/22/23 a lien release was received from the business.

  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:02/18/2023

  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.

  Bought a 2015 Grand Cherokee from Carvava on Jan 31, 2022. Almost a year later, we noticed electrical problems such as the alarm going off at random and the key fob not being recognized. Upon Inspection, we notice the spare tire was completely white from salt water and sand in the tire compartment. After futher Inspektion, we found rust on seat brackets, under the dash and on seatbelt brackets. We had it professionally inspected at one of Carvana's trusted warranty repair Shops on Jan. 2, 2023 and they agreed and documented the flood damage. We contacted Carvana and sent pictures and the inspection report only to be told a week later that since our purchase was almost a year ago, Carvana wouldn't do anything. Now we are stuck with a flood damaged vehicle that was overpriced to begin with and problems are getting worse.

  Business Response

  Date: 02/19/2023

  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
  
  

  Customer Answer

  Date: 02/19/2023

  The company's "resolution" was that they denied the damage since it had been a year since purchase. The vehicle we purchased was in ******* during 2 major hurricanes Prior to our buying it. How many people actually look at the spare tire or under the seats before they purchase a vehicle? 

  Business Response

  Date: 02/20/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website.  If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:02/16/2023

  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 have bought a car almost a year ago and still have not received my registration. They have mailed and emailed me many documents that have needed my signature which i have signed and sent back promptly even through notarize websites and postal stores. When i contact carvana they have no signs of any of my documention and send me the docs to sign again. I keep being told i will be reimbursed which I havent seen a *****. Now here i am stuck and forced to drive a car illegally with no tags or registration

  Business Response

  Date: 02/17/2023

  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:02/16/2023

  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 traded in a car in which I had almost 11k in equity for a truck that has been nothing but problematic from the start. Initially I tried to return it in the first 7 days but the replacement brought was in much worse shape. The driver explained I could use the warranty process to get the mechanical issues resolved. Well...tomorrow is the last day of the 100 day warranty and the mechanical issues aren't completely fixed. The 2 shops Silver Rcok uses in the area are not the best, out of every shop they could utilize in ******** they chose these 2? I've called Silver Rock and Carvana. Standard Carvana customer service is terrible. They aren't engaged, empathetic, and do not seem like customer service is their primary concern. I need someone from a higher level of customer service assist. Thank you.

  Business Response

  Date: 02/17/2023

  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:02/16/2023

  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 my 2017 ****** Versa late January, my first scheduled date to get the car was Feb. 5th. Then on the day of it was cancelled due to weather and they said the soonest I could get it would be the 8th. I had to reschedule to the 15th at 3:30pm. Yesterday on the 15th around 1:30pm they cancelled last minute because of a battery issue and the soonest they said now they could get me my car would be the 24th. I've spoken to multiple CSR's and all have been no help with the *** answer "I don't know if you will get your car on time this time, I have no way of knowing this information." I have paid in full for this car already and they cannot figure a way to resolve the issue and make a dissatisfied customer satisfied. I have not been helped, I haven't been getting any straight forward answers, I have been getting the run around from this company. Every time I call their customer service they say they don't have the ability to give their bosses contact information. Which is completely unreasonable in the fact that if they cant help me someone else should.

  Business Response

  Date: 02/17/2023

  
  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we are currently working directly with them to resolve their concerns. 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:02/16/2023

  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 submitted an order with carvana to purchase a 2018 ****** crosstrek. I decided to change the financing option which changed the date of the car delivery. I signed the contract and authorized the approval to withdraw funds from my account. The following day my order was cancelled and without my knowledge. I called customer service and they stated that "the funds had not been processed or received" which cancelled my order. I placed another order for the same vehicle with a delayed shipping/arrival date. Before I signed the contract Carvana withdrew funds from my account. I chose to cancel the order and get a refund due to the confusing process. I have called carvana every day to see when they are able to send my refund, they have continuously said that the funds have not been processed on their side and they are unable to issue a refund. They do not offer assistance or the inconvenience and I am currently renting a car at a very high rate. Whenever I speak with a carvana agent they continue to push back the date of when the funds will be processed from their end. To have a car is a basic necessity and I need these funds returned immediately. Any assistance is appreciated.

  Business Response

  Date: 02/17/2023

  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:02/16/2023

  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 2020 ****** KICKS. I picked up the car 2/10/23. While in the purchase process...NO WHERE WERE THESE CHIPS disclosed. The car appeared to be as advertised. Less than 12 hours I took it to my local ****** dealership for a second opinion and 150 point check. The service manager noticed 3 chips in the windshield....one in particular was UNDER THE CAVANA sticker. Not acceptable. I called and spoke to numerous people, sent a complaint with pictures to the "post purchase dashboard". My claim was denied and the pickup policy was recited to me over and over. I made more calls to CARVANA eventually speaking to a floor manager who explained to me why. I asked to speak to someone in a position above hers....her response was as follows. Once the claim is denied by our professional associates, the claim cannot be reopened or reviewed. DENIED because the chips weren't substantial enough to fix and no idea when the chips actually happened. Really....is it just coincidence the main chip is under the CARVANA sticker...dont think so. Needless to say I'm not satisfied and I'm a bit angry.

  Business Response

  Date: 02/17/2023

  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
  
  

  Customer Answer

  Date: 03/15/2023

  I purchased my car from CARVANA. They show on line the the problems with the car like stains or scratches etc. So as a consumer you will be well informed and make a decision if you want to buy the car with any kind of damage and especially a damaged windshield. I picked up my 2020 ****** Kicks 2/10/2023 around 5pm in ************** **. I inspected my car at that time. At that time it wasn't obvious to me or my friends. I went to have my mechanic do an additional 150 point check the next morning, 2/11/23 in ************** at 7am. He saw a couple of chips, (one was a small chip/crack), on the windshield and also saw a larger chip UNDER the CARVANA sticker. Thats unreasonable! These 3 chips are pretty much in a 4x4" triangle on the drivers side.Way to the left.These were not disclosed on line while I was searching for this car or was there any mention of them. It may have been a deal breaker for me as it is expensive to replace the windshield and it SHOULD not be at my expense. I have gotten no where with my complaint with CARVANA. I think it's disgraceful, unacceptable and pretty sheisty to cover up the larger chip on the windshield with a sticker and for them not to remedy this situation. 

  I sure hope you can make the repair happen for me. I'm extremely dissatisfied and disappointed.

  *************************

  Business Response

  Date: 03/16/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website.  If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

  Customer Answer

  Date: 04/03/2023

  Here is  my rebuttle AGAIN! Nothing...nothing has been resolved. This complaint and repair to the windshield has been denied multiple times. 

  Thankyou in advance

  ***********************;

  Business Response

  Date: 04/14/2023

  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. ******************** does not cover cracks or chips in the windshield. We did however submit a review of the chips presented by the customer which was ultimately denied for coverage. The chips were found to be small and within standard and in a location that did not interfere with the customers view of the road. 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: 04/24/2023

  I'm not satisfied with CARVANAS decision. I still think that the issue with the significant cracks and chips should have been resolved with replacement or repairs. Also that they weren't disclosed while I was shopping for that particular vehicle. They point out scratchs or stains but not damaged windsheilds?. I consider that is important damage. It is TOTALLY UNACCEPTABLE and extremely sheisty that one of the largest chips was covered by a CARVANA sticker. They should be ashamed. Their response to that was....it wasn't intentional that the sticker was put over the chip, Im certain it was. That's a ridiculous explanation.

  *************************

  Business Response

  Date: 04/24/2023

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we have worked with this customer and provided a resolution. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:02/16/2023

  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 attempted to purchase a vehicle from Carvana with a trade in, but discovered that the car that was delivered had a blown head gasket so we requested our trade-in back within the 7-day return period. Our car was returned but they did not bring the title back with it. I discovered that the title was surrendered to the **************** in Carvana's name, so legally it appears that the vehicle belongs to Carvana although it is registered in my name in the **************** and the car belongs to me. I have been contacting Carvana for over a month and customer service tells me that the title department is working on it, but they have had enough time to resolve this issue. The *** for the vehicle is *****************.

  Business Response

  Date: 02/17/2023

  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:02/15/2023

  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.

  In March 2021 my daughter purchased a car from Carvana that I cosigned for so she could get a better rate. In July 2021 I was contacted by SECU of ******** that they had yet to receive the title. Since my daughter lived in ******** and had tags, I contacted ******************* of ***** Vehicles. I was told that the title was sent to my old address (I had moved in November 2019) and the loan company listed was VW. My daughter contacted Carvana several times who said they would take care of it. We contacted SECU who said they would contact them also. We did not hear anything else until my daughter moved to ** and wanted to get tags. Since Virginia does not keep copies of titles, they were unable to provide one. So, she contacted SECU who said they never received anything. This began the process of working with Carvana to get a correct title. Repeatedly they have told her it will take time and it's not their fault. Meanwhile if she wants to park in front of her home in ** without ** tags she is fined, making this an inconvenience which can be expensive. Any help you can get us in getting a title that is correct would be appreciated. Her name is ***************************************. Thank you.

  Business Response

  Date: 02/15/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this complaint. If 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: 02/16/2023

  They have been working with her but have told her it will take time. It seems that the paperwork continues to be the problem. Carvana originally had the lien sent to VW INC.  They have contacted them 2/14 and VW needs the lien release and request faxed again. This was requested back in 2021 once we found out the problem. Just frustrating that the process is taking so long. 

  Business Response

  Date: 02/16/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this complaint. We are working with our registration specialists and the ********** of ***** Vehicles to correct the title issues on the vehicle. We are committed to getting this resolved for the customer and will continue to keep them updated on our progress. 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: 03/01/2023

  
  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:02/14/2023

  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 from carvana paid cash entirely out right. Initially told had a 150 point inspection done prior to sale, resulting with no known damages including no flood water or wrecks. Well that was all a lie , this car sat in water for years per their very own choice of mechanic locally ********** Also had a Carfax report stating no work had been done .I was told it was deemed unsafe to drive and he didn't feel comfortable with me taking the car from there. ********** also informed me that there had been an exhaust recently replaced,and no way they would have missed all the rust damage when adding that) Which carvanas insurance company didn't like their answer and told me I needed to get a second opinion. To take to their other mechanic of choice locally, pep boys. Which I did, and at first they were skeptical to help but I guess carvana was able to convince them . Not to mention my 2007 Cadillac escalade I traded in with a very low offer from them !

  Business Response

  Date: 02/15/2023

  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