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

Customer Complaints Summary

5,026 total complaints in the last 3 years.
2,053 complaints closed in the last 12 months.

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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:07/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday, June 30, I had set up a car purchase with Carvana for a 2019 ****** Altima. The Altima arrived in poor condition and I refused the purchase under the terms of their agreement. I paid $4443.27 as a down payment which I was told would NOT leave my account until the car deal was accepted. Surprise, on 07/01 at promptly 8 a.m. Carvana took my down payment. I have no car, no down payment, and I have been told my money would be returned in 3 to 5 business days. Today is day 5 and there has been zero follow-up and zero funds returned to my account. I simply want my money for the down payment back.
Business Response
Date: 07/11/2022
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

Customer Answer
Date: 07/11/2022
This issue has not been resolved and I have not received my money back from Carvana at this time.
Business Response
Date: 07/12/2022
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
Initial Complaint
Date:07/08/2022
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 from them over 2 months ago and still cant get my car registered in my state because they have sent the check to cover the cost in regular mail with no tracking. It does not take 2 months to send a check. I know their accounting department is going crazy. Ive called multiple times and they have even offered me 250 dollars for inconvenience and ive never seen it. Called back again and they told me i never should of been offered it. I dont see why they cant cancel a check and reissue another one
Business Response
Date: 07/11/2022
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:07/07/2022
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 car from carvana on June 19th but the company has yet to produce the vehicle to my possession as is required under district law. Instead the company has strung me along for three weeks, giving excuses for delay after delay while making continued broken promises that it won't happen again. I am asking either the company to produce the car to my possession or to reimburse me for the insurance premium that was required for me to pay for in order to receive the car. I will also be forwarding this complaint to the *** office for ***************
Business Response
Date: 07/08/2022
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

Customer Answer
Date: 07/08/2022
I either need the car deliveried with the proper title within the next week or I need one of the following:
Reimbursment for the insurance payments I have made for the duration of the delays (telling me to deal with the insurance seperately will not be acceptable in this situation), a commitment to the new delivery date with repercussions if it is missed,

Or full reimbursement of my insurance premium, carvana to cancel the order and fully remove all of my information and reverse of transaction on my credit report within 15 days.

Business Response
Date: 07/11/2022
Dear BBB,
Thank you for providing further insight into this experience. The assigned case manager has made contact with the customer and is committed to following up as their point of contact. 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:07/07/2022
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 was sold a car with tires that were 8yrs old and had 3/32" of tread depth, which is below their published standards of 5/32". The tires are Michelin Pilot Sport Plus and was told during the 7 day trial that they would replace them. However they won't replace the tires with the original specs but want to put a lower grade tire on the car. A difference of $800 that I am going to have to pay out of pocket.
Business Response
Date: 07/08/2022
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:07/07/2022
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.
Purchased $105,000 Range Rover via Carvana. Delivered April 17, 2022. Weekly follow *** w/Carvana on continual delays and vague excuses regarding the registration not being completed. Zero forward movement. Ten (10) days away from having an unregistered vehicle. See attached RPA and TOP.
Business Response
Date: 07/08/2022
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:07/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle that was certified accident free, two months later paint started falling off the truck while driving. I contacted the ****** Dealership, took off work, went to the appointment to find out the truck had been wrecked and repaired to less than OEM standards. I contacted Carvana alerted them of the issue, they requested I take it to a body shop for an estimate. I took time off again to complete this, submitted it to Carvana and was told this was not there issue. All repair costs would be out of pocket. In the photos it is evident the vehicle was damaged as the paint does not match the manufacturers color. My truck is now pealing paint as I drive down the freeway. It has ****** miles on it, and was sold to me full price with the guarantee of being accident free.
Business Response
Date: 07/08/2022
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:07/07/2022
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 bought a vehicle from Carvana in April of 2022. We were issued a temp ******* plate even though we live in **. Today 07/07/2022 the temp plate expires and we still do not have Title, Reg or plates. We were told that they lost the paper work and that it was there fault.I have called them multiple times and each time I was told they are sorry and that the Registration vendor was issued a ticket on 06/28/2022 to find out what the time frame will be to get our reg, title and plates. I asked for a supervisor and was told one would call me back in 24 to 48 hours. I'm waiting on that call. Since its been almost 4 months I dont understand why it would take so long. I spoke with them today they said that they are trying to get the title in our name. It could take another 2 weeks. I called the ************* Vehicle and was told that a title was issued to Carvana for our jeep but they do not see a request for registration change. Im so worried because I now see that there are 2 class action suits against Carvana for Unfair and Deceptive practices in regards to Title, registration and plates not being received. Also, they give you a Title and Registration guide in which it states: We begin processing your registration after your 7 day Money back guarantee. Most states complete registration within 30 days; however some states can take up to 45 days. Also, You will receive automated emails and texts as your registration is processed and completed. We have not received any such communication. It also states please reach out if you do not receive your registration 2 days prior to the expiration of your temporary plate. We reached out 1 week before it was to expire.
Business Response
Date: 07/08/2022
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

Customer Answer
Date: 07/11/2022
I spoke with ***** A and was told that they are sending paperwork for us to sign and once we return it it will go to your registration vendor who will send it to ******** vehicle. Ct DMV told me that it will *********** to 8 weeks to process this. In the meantime I have a vehicle that we paid cash for sitting in my driveway that I can not drive. We also have insurance on a vehicle that is not in our name and is in Carvana's name. So why and I insuring a vehicle that we can not drive . I asked this of ***** who said that Carvana has a form that we can submit to our insurance so they can take the insurance off the vehicle until it is in our name. So what happens if there is a storm and a tree comes down on it or its vandalized? Who is responsible for this? ******* response was he understands and we have to do what we think is the right thing to do. This did not answer my question about us insuring a vehicle that is not in our name.
What we want and expect from Carvana, for them to put a rush on the title and registration and plates and for them to reimburse us for the insurance we have on the car. Going on line shows us that there are so many complaints about this issue, NO title, No registration and No plates. 2 class action suits against them and so on. So I do not expect this issue to be resolved in 48 hours as the business said in their response back to the BBB.
Business Response
Date: 07/12/2022
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
Customer Answer
Date: 07/14/2022

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,

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

Customer Answer
Date: 07/18/2022
Hi, I guess misunderstood when asked if I agreed with Carvana saying they would assing my case to a rep. I understood they saying that but I did not want this complaint closed due to the fact that the issue with Carvana will not be completed for a long time. I spoke with Carvana today after sending back paperwork that they wanted
us to sign and they received it the very next morning at 9am. I was then told it would not be given to the registration **** for another 3 to 5 business days. When I asked why I was told by ****** that this is their process. I then asked her why this was not given priority due to the fact that it was there fault that they lost our paper work in the first place and they didnt realize it until we called them.
She said she understands my frustration but that not how they do things. So this complaint most definitely needs to remain open.
Business Response
Date: 07/19/2022
Dear BBB,
Thank you for providing further insight into this experience. The assigned case manager has made contact with the customer and is committed to following up as their point of contact. 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:07/07/2022
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 tried to exchange a car I received from Carvana on 6/8 on 6/10. I was told that Carvana would send the check for the first car back to my bank to be voided. I signed paperwork for the new car on 6/20 and received the check because they promised the check was on the way. The next day Carvana told me they lost the check and put everything on hold! I had 2 loans on my acct and would not give the check until the initial loan was cleared. They sold the car that they said they would hold for me until the situation was solved. I have been dealing with this situation since 6/4, over a month! The problems I have experienced include:The initial check was lost, and everything was placed on hold for me. (The check was found a day after it was voided apparently) There were 2 different car loans on my account at one time which may affect my credit. I had to keep calling back to try to get things resolved but got a new representative almost every time and had to explain the situation every time. I believe this prolonged the situation. After 3 weeks the first check was finally voided and the loan removed from my account, but the new car was not held/locked for me after several promises that it would be. Carvana has received $8000+ from me I have a car on my account that is being sold to someone else and Im back to being car-less.As a resolution, I believe Carvana should work to find a car with all the features that I want. I believe that I should be offered some type of concessions/incentives such as a discount on a car as well. I want access to a car until the situation is fully handled and I have another car, even if I decide not to go with Carvana. I shouldnt have to go without a car because none of this is my fault! I want my money refunded immediately because I have no car. I would also like for Carvana to make sure the car loan for the car that is being purchased by someone else is removed from my account. *Explained further in the uploaded document.
Business Response
Date: 07/08/2022
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:07/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle from Carvana on May 5th. Carvana stated that they would be responsible for registration, yet my temporary tag expired and Carvana supplied no replacement prior or AT expiration. I contacted Carvana frustrated - as I am responsible for paying this loan, they should be responsible for remedying something they stated they would provide at sale. At this point, this is breach of the contact they made when promising they would take care of this. I made calls and their customer service representative are more concerned with volume of voice and tone of their upset borrowers then resolving the issue.
Business Response
Date: 07/08/2022
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:07/07/2022
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 65k + car. Have waited 3 weeks for delivery that was supposed to take 1 week. Have had 3 delivery days and they did not show up or call. I am still waiting for the car.
Business Response
Date: 07/08/2022
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

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Carvana LLC is NOT a BBB Accredited Business.