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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 67 locations, listed below.

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    Customer Complaints Summary

    • 5,022 total complaints in the last 3 years.
    • 2,006 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:12/07/2022

      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.
      We ordered a Durango, it got here on time, but it showed up smelling like cigarettes, it wasnt cleaned, there was a nail in one tire (which silver rock wouldnt cover) there were way more scuffs in the car than what was noted on the listing, there is a hole in the roof liner, missing pain near the windshield, the volume button rubber is torn, missing piece from the tailgate, someone repainted some spots which the spray paint got onto the grille of the car, and a key was missing. The lady who I asked to write these issues down when picking up the *******, said she would only write down a few because carvana will only cover less than 10% of the car value at most and right now theyre pushing back on covering issues. I ended up having to contact carvana later to get more added to the list of issues. I realized it would probably be a bad idea to keep the current *******. So we ordered a different ******* to swap, paying more for the Down payment which is fine, and the soonest they could deliver was 8 days. However, today, our delivery of the car was canceled and rescheduled (originally set to be delivered tomorrow morning) putting us at another 10 days of waiting, and stuck with the same ******* and putting us over miles, they claim they will extend but my trust is almost at zero with carvana right now. When I asked what happened I of course got the generic response you can easily find online about the car being inspected one more time before leaving and it didnt pass inspection which I dont believe at all, because the current ******* were returning to swap for another, had a ton of issues as I listed, and was still delivered . So now Im not even sure if they will cancel once again like what apparently has happened to many others. Were over the 7 days for the current ******* being covered, since I thought the one we were swapping for would be fine. Attaching as many pictures as I can. Were paying $1400+ for delivery on both cars, so we expect consistency.

      Business Response

      Date: 12/08/2022

      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:12/07/2022

      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.
      We purchase a car from Carvana, when the permanent license plates arrived we realized that one of the screws used to put up the temnp license plate was forced in and broke the bolt holding it place, with the effect that the s**** can not be removed. Carvana directed us to Silver Rock, their car insurance for the first 10K miles and they denied the claim as it is not covered under policy. Manufact warrant y does not cover Either as it is not a manuf defect.We have been quoted by the dealer $4500 dollars as the only solution they provide is to replace the back hatch. A body shop offered a ~$200 dollars solution that is not perfect, but would work but Silver Rock denied the claim.Since this issue was caused by Carvana and it was not reported as a pre-existing defect in the car description, we want Carvana to cover the cost of the repair and it will have to be outside Silver Rock warranty.

      Business Response

      Date: 12/08/2022

      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:12/05/2022

      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 promises a 150 point inspection on each vehicle they sell . This vehicle I purchased on Sept , 3rd 2022 was delivered to my address with bare tires , taillight out on passenger side , brakes run down to the rotors and a bad alternator and transmission .Car was in the repair shop more than I had it . Not an enjoyable experience . Very disappointed in Carvana not able to inspect the cars they sell . Also , came not even clean . False advertisement . Lied about car’s 150 point inspection . Car should have never left Carvana without being inspected and put up for sale online for purchase .Definite safety concerns . Had in shop 4 times within the 100 day warranty and still the vehicle is not running a 100% . Buyers beware .

      Business Response

      Date: 12/07/2022

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

      Customer Answer

      Date: 12/07/2022

      The in-work repair Facility that Carvana /SilverRock provided could NOT diagnosis the problem and therefore told me to go to a dealership to get it properly fixed and diagnosed . Therefore , Carvana has falsely lied about the 150 point inspection as the dealership found numerous mechanical issues with the vehicle as proof was provided . The deductible should have been waived and refunded due to Carvana network facility not able to fix problem and car was not inspected per Carvana standards .

      Business Response

      Date: 12/09/2022


      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: 12/19/2022

      Carvana has not reached out to me by email , mail , text , or by phone for a resolution like they said they did in the response , nor have they worked with me with this resolution . I am not satisfied by their false responses . Sincerely , Heather Devlin

    • Initial Complaint

      Date:12/05/2022

      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 tried purchasing a car through Carvana. It was an absolute nightmare and still a nightmare. Upon the purchase the car delivery was delayed for no specific reason, time was set up to have car delivered and 1 hour prior to pick up was told car was not available to be picked up. We rescheduled delivery for 3 weeks later after driving 2 hours to a vending machine to pick it up initially. 3 weeks later car was delivered to place of business, upon inspection the whole passenger side of car had been involved in an accident which was not disclosed, there was blue paint splattered all over the drivers side door, damage to the front bumper, interior leather was damaged in multiple locations, and didn't have proper tires installed, NONE OF THIS WAS DISCLOSED on the website. Car was rejected and sent back, fast forward nearly 6 weeks later, money for loan has not been retuned to **** of America which secured car loan. Carvana states they never received check from **** Of America, **** Of America is disputing this as loan was funded and check was cashed. I currently have a loan against a car Carvana currently owns and is refusing to refund my bank the money which they sent them. Carvana is committing outright fraud and deceptive business practices.

      Business Response

      Date: 12/06/2022

      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:12/05/2022

      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 attempted to purchase a vehicle from Carvana in October 2022. The vehicle I wanted did not arrive in time and my offer on my trade from Carvana expired while waiting for them to get me the vehicle. I called Carvana and was told there is nothing they could do and to just pick a new vehicle. I picked a new vehicle which then resulted in another offer on my trade that was $1500 less than the original offer (only 7 days between original offer and new offer). I called again and they could not tell me why there was so much of a difference, but it's all they could give me. The second vehicle was due to arrive 12/5/22. As of 12/2/22 everything was on track. I received a confirmation that the vehicle was coming on 12/2/22 at 8:00 am. The Vehicle passed Carvana inspection I was told via text and was due to arrive 12/5/22 at 2:30pm in ******, **. I would be called the day of to meet them. 12/4/22 6:09pm (less than 24 hours prior to meeting Carvana) I received a text message with no explanation stating my vehicle was now delayed and new delivery was 1/10/23 (over a month away). I called Carvana for a reason and was told they could not tell me anything other than it was delayed. The delay resulted in my losing a day of work to pick up the car 12/5/2022. It also resulted in a loss of $100 towards a new sticker for my local town dump as I cannot attend without a sticker and obtained one for the new vehicle to be prepared. This delay will also result in another lost day of work because the time set for me was 10:30 am on 1/10/23. I will make this complaint clear that at this time I do NOT wish to cancel this order as I am locked in due to a variety of personal reasons, so do NOT cancel the order. I simply wish to receive the vehicle I signed a contract for.

      Business Response

      Date: 12/06/2022

      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:12/05/2022

      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.
      They had a issues with my address, I had my temp plates expired on nov25 2022 and I fixed what was needed of me and its dec 5 and I still can drive my car already missed a week of work

      Business Response

      Date: 12/06/2022

      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:12/03/2022

      Type:Billing 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'm trying to delete my Carvana account but no help from customer support and no way to delete account online. Ridiculous! Delete my account and remove my information from your site.

      Business Response

      Date: 12/04/2022

      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:12/02/2022

      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.
      Purchasing a vehicle from this company was difficult, and they sent the wrong vehicle. The Vin number and mileage did not match the vehicle I had purchased and insured, so I test drove a vehicle illegally due to their negligence. When they finally took the vehicle back. They still charged me $10,000, so I looked for a similar vehicle on their website they assured me my down payment would be transferred to the new vehicle and a refund of $900 would be returned to me. The new vehicle was delivered with damages that were not included in the description. They also took another $10,000 down payment instead of transferring what they already had. Now my bank account has gone into overdraft due to insufficient funds as I was not expecting to have another $10,000 or moved.

      Business Response

      Date: 12/02/2022

      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: 12/03/2022

      Ive spoken with multiple advocates and none of these mistakes should have happened in the first place.None were addressed within 48 hours. It has taken multiple attempts through their website and phone calls to get anything resolved and I will hire an attorney next of this is not resolved in a timely manner. 

      Business Response

      Date: 12/04/2022

      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

      Business Response

      Date: 12/14/2022

      Dear BBB,
      Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team is working with the customer. We have notified the customer of the process refund which can take 3-5 business day to reflect in his account. If additional answers are needed, we ask that our customer communicates with their case manager. 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:12/01/2022

      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 contacted Carvana to purchase a used vehicle under their "satisfaction guarantee". I scheduled delivery of a vehicle and offered my vehicle as a trade in as a down payment. The delivery a week later, on 11/29, was over an hour late. I was notified they would be late after they were already 45 minutes late. There was several indications the vehicle was not cleaned upon arrival as advertised. There were mechanical concerns, so I followed their process, filed a claim, scheduled an appointment at an approved facility. Today, my appointment for an inspection was scheduled at 0800 for a vehicle diagnostic. As of 1411, they have yet to inspect the vehicle. Carvana and their insurance provider, SilverRock, refused to contact the approved facility until I was on the phone with them for 45 minutes. They finally called but there was no resolution other than apologizing for the inconvenience. I remain without a vehicle, without any help from the company that advertises products and steals them, states they inspect vehicles but they do not, then force a potential customer to spend their time and money to go and cover for them because they didn't provide services they openly promote. Repeated undisclosed damage prior to sale, no assistance, inability to assist or unwillingness, and holding customers vehicles and down payments forcing the customer to make a decision within their time frame on their terms, that they don't have to meet but if I make a single mistake I have no doubt their legal team will find some obscure rule to negatively impact me.

    • Initial Complaint

      Date:12/01/2022

      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.
      We received a vehicle on November 7, 2022. We were supposed to be allowed a test drive before they left. We did not get one. The vehicle ended up immediately at the mechanic shop of carvanas warranty company. Multiple issues with the car. Rear shocks bad, wrong links put on the car, wrong tires on the car and 2 different brands, heated seats bad, sway bar bushings bad, no engine cover, engine gasket leaking, AC not working. The list goes on. Odometer discrepancy. Photos show 84k roughly, sold for 86k roughly. Several phone calls to carvana, warranty company and mechanic shop. Couldn't swap since they didn't have the same year make and model. Spent hours and unpaid time off from work to get the car fixed. We already passed the 7 day return since the car has been in the mechanic shop 2 different places. Car still makes a clunking noise. Carvanas warranty company will not fix "a noisy front spring". 3rd company says it could be a bad bushing in the upper control arm but to view it car has to be taken apart. Car extremely dirty. Was offered $100 to get it cleaned myself. Advised Carvana they dropped a lemon in my driveway and took off. Advised Carvana I need to be compensated for the weeks I had to take off to deal with a car I didn't have in my possession for more than an hour. Was working with a rep who Advised she will speak to management about reimbursement and then stopped returning my calls. I filed a complaint with their legal team and I have yet to hear back from them too. Countless hours and days spent. Car eventually fixed with exception of clunking noise on drivers side front. Requesting Damages and time off reimbursement from Carvana. Lemon Laws need to be enforced. Car still has noise and needs to be fixed not at my expense. Also car had bad motor mounts as well. The list of repairs to this car was very disturbing that they dropped a car like this and left. They have caused me a lot of stress and aggravation not including the car still has a noise.

      Business Response

      Date: 12/02/2022

      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: 12/02/2022

      They don't respond that's the problem. The dealership told me the noise in my car is from the air shock system and the warranty company refused to fix it because it costs $6400 to fix so that's being passed onto me. UNBELIEVABLE 

      Business Response

      Date: 12/04/2022

      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

    Carvana LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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