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

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  Carvana LLC

  1930 W Rio Salado Pkwy Tempe, AZ 85281-2207

• 

  Carvana

  15710 Shady Grove Rd Gaithersburg, MD 20877-1401

• 

  Carvana, LLC

  600 Creek Rd Delanco, NJ 08075-5210

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:02/12/2025

  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 vehicle from Carvana with a scheduled pickup date of today 2/12/2025. I received various emails and texts letting me know my vehicle was ready for pickup and a few hours before my appointment, they cancelled my pickup and rescheduled for 6 days later. I have a signed purchase agreement and was forced to have my insurance begin today.

  Business Response

  Date: 02/13/2025

  Dear BBB,

  We appreciate you informing us about this matter. We have reached out to our customer and are currently addressing their complaint directly with them. Should the BBB have any inquiries during this process, please feel free to reach out to us, and we will gladly provide assistance.

  Sincerely,

  
  The Carvana Team

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Tesla model 3 performance from Carvana in June 2024. I paid about $4,000 for a premier coverage for tires/wheel damage. In that time the car has had 7 flat tires. I owned a Chrysler 200 2016, drove it to the same exact job for the last 6 years and have never had a flat. I now purchase this car and drive the same exact route and have had 7 flats in 7 months. Call me crazy but that doesnt seem like coincidence. Now Carvana and silverrock are saying theyre not going to cover the cost to replace the tires. The only option Im getting from either company is to owe someone a ton of money to fix a problem that has been happening over and over. Also in the first month of ownership of the vehicle, I let Carvana know that I needed a different tire configuration and they told me no. So now my two options are to keep a car thats going to cost me more to drive than what its worth, or trade it in and owe Carvana $10,000 on a car that I cant drive anymore. I cant help but to feel this is robbery. Honestly just want the refund for the car and to just be done with either of these businesses

  Business Response

  Date: 02/12/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
  Thank you,
  The Carvana Team
  

• Initial Complaint

  Date:02/12/2025

  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 2019 ******* accent from carvana in May of 2023 expecting to buy a very reliable and good quality vehicle. What I have gotten, is far from that. Shortly after signing to finance my vehicle, I found out about a lawsuit going on with *** and ******* being the most stolen vehicles on the planet. I have tried to contact carvana and my loan company *********** to try to remedy the situation to no avail. Since signing my agreement for the car which was originally about ****** My car is value has dropped so much that I can't even refinance it because nobody will touch it. I am stuck paying over $****** for a vehicle that is valued at $4,000 right now. No one will negotiate the price on me no one will refund my money no one will allow me to pay a reasonable amount for the car, my insurance company dropped me originally because of the theft lawsuit with the car manufacturers and all of the owners, and since then my rate has doubled for my insurance making it where I couldn't afford my insurance for a few months and I got two tickets for it which totaled almost $1,000 that I had to pay, I didn't qualify for the lawsuit because I missed the deadline cuz I was unaware about the lawsuit to begin with. I feel like carvana used manipulative and deceptive tactics as they are a car dealership and there is no way that a car dealership would not know that that vehicle was involved in litigation, and they never disclosed it to me I thought I was getting a great vehicle considering it only had 30 something thousand miles on it when I bought it. I do not think that it is fair or good business practice for them to not remedy the situation

  Business Response

  Date: 02/12/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

   

• Initial Complaint

  Date:02/11/2025

  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.

  Carvana representative deleted all the documents and closed my purchase without my consent. He had actually advised he would be providing an extension so I would not lose the vehicle I was hoping to purchase while I awaited a call I had requested from the supervisor. about 2 minutes after we got off the phone, I received a text message from Carvana stating my purchase had been cancelled. I called them back, spoke to a different associate who advised that I he could not locate the vehicle, and I would have to wait until the system came back online to start the process all over again. In this process, I would also have to reapply for a new loan from my bank because they deleted the purchase documents. I had every intension of purchasing the vehicle and feel I should be refunded the shipping cost because the error was theirs, not mine.

  Business Response

  Date: 02/12/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

   

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2017 Mustang convertible from Carvana in April 2024. Within the first 7 months the car failed to start on 3 separate occasions. We took the car to our mechanic, then to a mechanic recommended by Carvana, and finally to a local OEM Ford dealer near us. After extensive diagnostics, the **** dealer replaced some parts, and told us to pick up the car. The car died in their parking lot, so we had them keep it to conduct further diagnostics. They were not able to recreate the problem, and ended up telling us that it was simply a bad car. We initially sought help from Carvana's insurance company, without satisfactory results. We finally decided to sell the car back to Carvana. We initially purchased the car for $21,000, and after 7 months they only gave us $11,000, which was almost $2,000 under the book value. We attempted resolution through the Arizona Attorney General, as Carvana corporate headquarter were located there. They could not help us, and referred us to the ************************************. They also were not able to help us, and they referred us to you. We are extremely disappointed with Carvana and will never give them our business or recommend them to anyone. We don't expect to be fully recompensed as we did use the car for a short period of time. We do expect Carvana to do right by us. We hope that BBB will be able to help us get some sort of resolution, but failing that it is our intention to seek help from our elected representatives in **********. Thank you for your time and assistance.

  Business Response

  Date: 02/11/2025

  
  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 02/13/2025

  Pretty hard to accept such a bad deal from Carvana. Not only did they give us under book value for the bad car (the one that broke down 3 times in 7 months), they added insult to injury by failing to remove the plates and driving through 3 toll booths, for which we received a notice from the state of ********. This took up more of our time to resolve an issue not caused by us. I guess they're big enough, and their 94% satisfaction rate means that those of us in the 6% get treated poorly. Quite an interesting way to run a business.

  Business Response

  Date: 02/13/2025

  Dear BBB,
  Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates will be communicating with the customer within 24 hours. We request that the customer liaise with their designated case manager should further clarification be required. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 02/20/2025

  I was contacted by ******, my case manager at Carvana. He clearly stated that Carvana is not interested in taking any further action to help us out. I spoke with **** Hack from your office and she provided me with some other agencies that might be able to help so I will pursue that information. Incredibly disappointed with the terrible customer service from ******************** and hope to get better results from the agencies that **** provided. Carvana boasts a 94% satisfaction rate, and apparently that means that those of us in the 6% can be taken advantage of. Sad way to do business. Thank you for your time.

• Initial Complaint

  Date:02/11/2025

  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.

  I did an online purchase of a vehicle from Carvana for $1000 down and no delivery fee but I cancelled the order less than two hours after signing. I received an email stating that the down payment would take 5 days to be withdrawn from my bank account yet ******************** withdraw the down payment a few hours after I cancelled my order which should not have happened, you don't pay for something you cancel. Now in my Carvana account there is no information about when I will receive my money back or anything about the purchase. I can not get a human interaction with the chat, text or phone system to find out anything other than "it takes 15 days to refund". Why should it take 15 days when the order was cancelled before money was exchanged. Carvana decided to take my money anyway and hold it, at this point it feels like theft. I can't even lookup the order on their site because it was removed from my account. Stock number: **********.

  Business Response

  Date: 02/11/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 02/11/2025

  
  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:02/10/2025

  Type:Billing 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 submitted a loan application in my name and made a hard credit pull on my account. This was never authorized and I never bought a car (the only way to trigger this is by buying a car - per Carvana themselves). I had my information stored in an application but never submitted it and was still thinking about the purchase. Out of nowhere I get an email telling me about my "recent loan application and credit score (my credit was hard pulled with zero authority from someone at Carvana). Experian has specifically told me that I need to contact ******************************** to begin the process of having this hard pull taken off my credit report. "********************************" hasn't responded to any of my emails since the day this happened almost 2 months ago (December 20th, 2024.) I've talked to the business side of Carvana (not the Dispute side), and they've 100% fessed up and apologized that it was a mistake and that it never should've happened. I have a short letter from Carvana stating that attached. But they can't do anything about it because they have no contact with the ****************** (who are ignoring my emails). My credit score went down as a result of this, and I want this unauthorized hard pull taken off my credit report. I havent contacted a lawyer who I will employ is this is not resolved. Thank you.*Edit: I can't tell if all my photo attachments of the proof are actually attaching. Please reach out to me if you need more.

  Business Response

  Date: 02/11/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 ********** car from carvana and I had a diagnostic test done on it yhe first week I had it and the only problem that came up at the time was a sensor for something with the fuel and they paid to get it fixed. After I decided to keep the car it stopped on me in the middle of the road 3 or 4 days later. I brought it back to pepboys and they sad 25 to 30 codes came up and they couldn't fix it! I found a auto shop and hr and a half away that we had it towed to and they were able to fix one of the codes which was replacing the emergency break! They were able to do that but didn't know why the car stopped in the middle of the road! They said they could fix minor stuff but any engine or a/c work had to be done by an ********** dealership which is 4 hrs away! I have been going back and forth with them to get my car looked at and they are saying there's nothing more they can do! But I'm also still making my monthly payment and can't drive the car. So I've only had the car less than 2 months

  Business Response

  Date: 02/11/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  I am requesting an immediate dispute of unauthorized charges made by Carvana on my account.Merchant Name: Carvana Transaction Date: 02/10/2025 Transaction Amount: $3990 Reason for Dispute: Unauthorized charge for a non-refundable fee and full payment for a canceled order that was not processed with my consent. Carvana canceled my order without contacting me or attempting to resolve the issue. I did not authorize these specific charges, and I have already requested a refund from the merchant. Reason for Dispute: Unauthorized charge for a non-refundable fee and full payment for a canceled order that was not processed with my consent. Carvana canceled my order without contacting me or attempting to resolve the issue. I did not authorize these specific charges, and I have already requested a refund from the merchant.

  Business Response

  Date: 02/11/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this 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:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our truck 7 days and had to take it to the shop. They made us go to ********** company to handle the issues. The truck needed a new transmission. If they did the inspections they claimed to, they would have caught the stored code for the transmission issues. Once at the shop, we were also informed that there was undisclosed rust (the shop showed this to us). This company has no ethics in their practices. They repeat phrases over and over that mean nothing when status updates are asked for. They REFUSED to give their mailing address, so that I couldn't give a formal complaint. They lied (we have in writing) multiple times. They refused to work with the repair shop they told us to go to, so they made us go to another one. They made error after error resulting in a 100 day period for us without a car. They said they would cover a rental for 10 days--knowing it needed a transmission (we only had the truck 7 days when it needed a new transmission). During this time, they have lied over and over. We had to BUY A CAR while still making a $700/month payment on the truck sitting in the shop+insurance. We insisted that they make reparations (what they would have paid for a rental for 100 days or our truck payment and insurance for the 100 days) to help with the financial burden this put on us---especially when so much of the delay was on their mistakes. They refused. Said it's against their contract. They have 0 ethics. They, along with SilverRock are terrible businesses.

  Business Response

  Date: 02/19/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 02/21/2025

  I contacted Carvana about also reviewing the fact that I clearly rejected the ************** yet Carvana included it anyway. This was in addition to the request I originally made. When I contacted Carvana, the associate said it's my fault that I didn't catch the mistake made by Carvana. That's unacceptable and that fee needs to be refunded to us.

  Business Response

  Date: 02/21/2025

  Dear BBB,
  Thank you for providing further insight into this situation. Upon additional review of the account, our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us by calling **************. Our purchase process is done online and can solely be done by the customer. The customer may also make changes prior to delivery/pickup as needed. Though it is recommended for the customer's best interest and for us to provide convenience, Carvana doesn't not require or force additional ancillary products on to the order without the customers consent. The customer has the ability to cancel the coverage by connecting Ally at ************** to cancel their GAP coverage during business hours, Monday through Friday from 8 am to 5 pm. Should they require additional assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  The Carvana Team
  
  
  

  Customer Answer

  Date: 02/26/2025

  It is the responsibility of the company writing the contract to do so ethically. It was Carvana's duty to take the information that was filled out and not add in parts that were clearly rejected. We did ask for a refund, but we are requesting the part that was not refunded be sent back to us. We were not given the full refund. I cannot believe Carvana thinks it is ok to add a charge when a customer CLEARLY rejects the service. And then says to that customer, sorry you didn't notice. That's unacceptable.