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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:08/02/2022

      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 advertises vehicles and schedules delivery, they will not tell you the location of the vehicle if you would like to change it to pickup versus delivery and reschedules delivery frequently to the point that if you got rid of an old car expecting your new one you are out hundreds of dollars on rentals. They refuse to transfer you to a supervisor. Bad business practices.

      Business Response

      Date: 08/03/2022

      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:08/02/2022

      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.
      Failed to honor contract to deliver cat. Car was to be here August 2nd at ****. Car did not arrive. Was told it was sent to wrong location then shipped back to *******. Paperwork on Car was completed nearly a month ago. This Car was marked 3 day delivery. We are paying insurance on this car as part of their sales contract, but we have not seen the car and it is not in our possession. This is 3rd date car delivery was set for, they claim computer changes it. At this point carvana cam not even tell me where the vehicle is!

      Business Response

      Date: 08/03/2022

      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:08/02/2022

      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 started a purchase with Carvana in May of 2022, after I received my pre-approval information that month, I setup for my 2017 ****** Rogue to be delivered to me, this was submitted on June 16th, 2022, I signed documents for the vehicle prior to the vehicle being delivered. The vehicle was delivered to me on June 22, 2022, with the idea that if I did not like the vehicle for any reason I could swap it- no problem nice and easy. The next day I decided I would like to swap the vehicle for a different one. The vehicle was supposed to be delivered June 24th, 2022, after going all day and not hearing anything from them I checked the delivery- it had been cancelled, with no call or explanation. I called Carvana and spoke with them, they told me they weren't sure why this happened but it was unacceptable and they would be looking into it and calling me back. After a week of them not calling me back, I called them, as nothing was appearing on my Carvana dashboard. Carvana told me then I could still swap the vehicle, when I tried to they did not hold my financing terms, even though it was their mess up. Since this was the case I moved on and decided to keep the ****** Rogue. There were still issues when my mechanic tried to call to put in their claim for repairing the rear brakes on the vehicle, Carvana told them the vehicle had been returned and wasn't owned by anyone. Once my mechanic told me this, I called Carvana, they told me that my contracts had been cancelled out on the ****** when the swap was cancelled, and that they had to rebuild my contracts- which would take 2-3 weeks. I was told I would hear from a case manager within a couple of days. Now today, August 2nd, 2022, I have received an email stating that if it has been more than 45 days from my date of purchase that they will run my credit again and change my terms based on this. Which is absurd considering this entire situation. Mind you they also went ahead and ran my credit anyways, prior to that email.

      Business Response

      Date: 08/03/2022

      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:08/02/2022

      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 advertises a 7day guarantee to try out your car and if you dont like it, exchange for another that will be delivered directly to you. I initiate an exchange on July 21. A different vehicle was scheduled to be delivered August 3. I have waited 2 weeks and delivery has been set for August 4. This afternoon of August 2, I am being notified that delivery will now be August 17. I have been without my original vehicle for this entire time and new car insurance has been issued to the new vehicle expected for delivery. So 24 hours notice and my car might be delivered August 17. This is unacceptable. I highly regret choosing Carvana. Big mistake, hope others dont have to go through this. No resolution over the phone with representative.

      Business Response

      Date: 08/03/2022

      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:08/02/2022

      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.
      7/6/22 purchased vehicle is delivered delivered 2 days late 8/3/22 date temp dealer plates expire 7/7/22 car dropped at shop for major repairs unsafe to drive Starting around 7/20 I get calls about paperwork issues for financing the car, I submit everything call them about registration spend hours and it's everything is good to go, a week later same calls. Fill everything out again call its all good, ask about registration oh it looks good but if there is any issues we can issue a new plate great thanks, call today 8/2 well sorry nothing we can do dmv is backed up 30 to 60 days

      Business Response

      Date: 08/03/2022

      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:08/02/2022

      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 recently purchased a 2017 Buick Regal from Carvana. Unfortunately, there were some major repair issues with the car early on that I had to pay out of pocket for (with no reimbursement). To make matters worse, I recently received the title for my vehicle, which is incorrect. The mileage is incorrect by about ****** miles. So I contacted Carvana and they "started a ticket". I followed up with Carvana x2 and have been told that there is a "backlog" and to "call back in 2 weeks". Here is the basis of my complaint. They (Carvana) made the mistake, therefore I now have a bad title for my car. They need to correct this (very serious) issue ASAP and not put me to the back of the line. I shouldn't be told to call back in 2 weeks to see if they are still "working on it". I may have had more patience with Carvana if they were a little nicer to me when my car was inoperable for a week and a half during the 7 day trial period and I had to pay over $500 in repairs that were not covered by warranty and Carvana refused to reimburse me for. Very disappointed. I really want this issue fixed so I can move on and never look back.

      Business Response

      Date: 08/03/2022

      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:08/02/2022

      Type:Product 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 sold a car to Carvana that was picked up out of the Heath **** Carvana Location on 6/14/2022.Carvana offered me $37,626 for the purchase of my car. Carvana coordinated with my Lender, US Bank, to pay off the remainder of my Loan and then issue me a check for the Positive equity. When Carvana received the payoff information around 6/4/2022, the loan balance was $32,740.43. Carvana agreed to pay me $4885.57 , based upon the difference between what the amount Carvana offered and what I owed on the car. (I did receive a check in that amount on that day) Not knowing how long the process of them purchasing the car would take, I submitted a $300 payment that posted to US Bank on 6/6/2022, therefor decreasing my payoff $300 minus any interest accrued. I verified thru US Bank that my Loan #************, was paid off by Carvana on 6/20/2022 in the amount of $32,452.72. The amount that was paid off on 6/20/2022 was $287.71 less than the payoff that was quoted to me by Carvana. I am owed the amount of $287.71 for the difference between their offer and what they actually paid off. The Carvana Driver that day said that this was common and I would be issued a check for the difference. I contacted Carvana on 7/26/2022 and spoke with a ******* who said this was common and she would submit my claim up her chain and a check would be issued within 2-3 days. I called back today 8/2/2022 and spoke with a ***** who then transferred my to **** who said that a Supervisor named *********************** cancelled my refund check without reason. My remedy would be that I receive a check for $287,71 for the money that I paid on my loan. Carvana agreed to pay me $37,626 for my car and they paid off the loan in the amount of $32,452.72. I received a check on 6/14/2022 for $4,885.57. The difference between what they offered me and what they paid off was $5,173.28. I am owed the difference which is $287.71

      Business Response

      Date: 08/03/2022

      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:08/01/2022

      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.
      Very unhappy with my experience with Carvana. I have canceled my order and will not ever do business again. The reason for this complaint is that they are holding my personal and financial information and will not let me cancel my account. Only ********** residents are afforded this right. If i had known this, i would have never attempted to to do business. I would like my account and all personal info deleted.

      Business Response

      Date: 08/12/2022

      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:08/01/2022

      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.
      - In January 2022, we purchased a second 2017 ***** XC90 from Carvana (the first one was returned.- Shortly after buying this car the check engine light came on. It was quickly followed by a message informing us that the oil level in the car was critically low and needed to be refilled. There was also significant smoke coming from the exhaust. I was surprised by this and called Carvana, who immediately steered me to **********, their mechanical warranty company. ********** wanted to see if there was a leak, so they sent me some pre-approved shops to bring the car to. The repair shop they sent me to had never heard of **********, but they checked for leaks, did an oil change and assured me everything was fine.- The next day, all of those lights and messages returned. I took it to a ***** service shop, who recommended we do an oil consumption test. We did a couple of iterations of that test and were floored by the results the car had consumed ~9 liters of oil in 500 miles. - ********** covered the cost of replacing the engine with a brand new engine. The repair took 60 days and cost $14K!- When fixed, black smoke started pouring out of the exhaust again. The check engine light came on and the low oil message returned. I brought it right back to ***** and, after a few visits and detailed inspections there, they deemed the car unsafe and highly recommended no more repairs to it. They detailed this in a phone call to **********, an email to ********** and a diagnostic report that they provided to **********. I provided all this information to Carvana. This was all done in early July.- At that time, they assured me they would allow me to return the car. Now they are reviewing that decision and most likely will deny our claim.- They also assured me they would reimburse the cost of being in a rental car for 60 days, which they now will not do.More detail is attached.

      Business Response

      Date: 08/02/2022

      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

    • Initial Complaint

      Date:08/01/2022

      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.
      Refer to Complaint ID ******** My issue with Carvana has not been resolved. I spoke with ***** on 8/1/2022who said on 6/29/2022 the title was made out to only me and not ******************************* They are backed up and don't know when they will get around to addressing my concerns. At this point it the lack of service and support is egregious. I am being charge for a higher interest rate and they don't seem to have the ability to adequately address my needs.

      Business Response

      Date: 08/02/2022

      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

    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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