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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

    • 5,023 total complaints in the last 3 years.
    • 2,018 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:06/25/2022

      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 Bought my car February 15th 2022. as of filing this complaint on 6/25/2022 I still do not have my tags, my plates, my registration, or the title to my car. I AM charged this on top of what I pay for my car. there is a $1000 fee on top of the roughly $20,000 that I am paying on my car for every month. Caravan has denied me new temporary tags for my car even though it is their fault I have not seen any of the legal documents I need to be legal on the road. had given the opportunity to do this on my own I would of had this handled with in the first week of having my car. they did not give me this chance to do so. if there is an option for this through them they have not told me until very much later into this process. when calling the automated voice tells you all calls may be recorded. I truly hope this is the case for they would be on recording telling me no on every attempt I've tried to get new temporary plates. if they do record their should even be one of one very nice lady telling me they would have this handled. that is far from the case. since then they have told me no multiple times. my car is currently not street legal. i am at risk of getting pulled over and getting a ticket just for trying to get to work. i do have more than one email i do still have saved. Email 5/14/2022- this email was informing they need a second vin inspection due to the first one expiring (had to come out of my pocket)Email 5/21/2022- This email was to inform me my registration was still om track. (by this point i have called in numerous times wondering why this process is taking so long. i never get a clear answer)Email 5/24/2022- this email was to inform me my registration is finally in progess and to expect it 2-4 weeks from then. 5 payments later im told they finally started it.Email 6/7/2022- i get the same email again saying its been submitted. confused i call. and they explain they made a mistake and had to resumbitt my documents again and to expect again 2-4 weeks

      Business Response

      Date: 06/27/2022

      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:06/25/2022

      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.
      Purchased a vehicle in February that had holes in the tires plugged with rope plugs. They said they wouldnt replace as it was west and tear. In June, the faulty transmission failed as this is a recalled vehicle. The part could take 9 months according to ***** The vehicle cost ***** and theyre only offering me **** to take it back. I need to recoup the entire amount as the vehicle sold to me was not of any value. This is poor business practice. They tricked me into buying a lemon and now are trying to take me for ****. This is unacceptable business practice.

      Business Response

      Date: 06/27/2022

      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:06/25/2022

      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 bought my car from carvana May 30th. A couple days later the car alerted me the key batteries were low. I went to an auto store to buy new batteries. This did not reslove the issue. I called carvana to let me know the issue and they advise they would handle it. Carvana advised they would reach to the warranty company who would then contact me. A few days went by and I called Carvana back because I didn't hear anything from the warranty company SilverRock. I received 2 keys with my car. One was broken and falling apart but works. The other key the car was not recognizing at all. Apparently the person that was suppose to be working with me was no longer with the company. It took 2 additional calls find this out. After speaking to 3 reps, I spoke to a lead from Carvana, *******. She said I could pay out of pocket for a new set of keys and SilverRock would reimburse me. ******* also agreed to issue me $50 check for the inconvenience. I didn't fully trust that information so I called SilverRock who gave a different process. SilverRock was able to resolve the issue. I would have went directly to them but Carvana gave me the impression they would take care. Carvana was completely misleading and gave wrong information every time I spoke to them. I emailed ******* at Carvana to let her know the situation. I want Carvana to cover my car note for one month since it took me a whole month to get a new key and they were no help. I got my new key June 24th.

      Business Response

      Date: 06/27/2022

      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:06/25/2022

      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 sold me a car that went into TOTAL ENGINE FAILURE so I switched to another ***** Accord, 3 weeks later, while waiting on delivery, they tell me they lost that car in the system and when I went to look for it myself, they had sold it to someone else. So I chose another car and they completely changed my terms requiring either double the down payment (which I already gave them all the money I had down, $3,400) or waiting 3 weeks for them to pick up this broke down car in my driveway and give me my money back. I'm missing work because I have no transportation and I could easily wind up homeless from trying to buy from this company. Worst thing is that apparently my case is Not rare! They do this to Everyone! Please Pray that my family and I find a way through this. I love paycheck to paycheck and can't even get to work now. I told them to just come get this broke down car from my driveway and give me my money back but they have to "rebuild my contracts first" and that takes 2 weeks or more and then 2 more weeks to get my money back. Then I still have to find and buy a car. I have rent to pay and I can't get to work. Can I *** Carvana for any of this? I didn't think things like this happened here. It's the worst buying experience that I have ever had. I'm actually on hold with Carvana right now.

      Business Response

      Date: 06/27/2022

      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:06/24/2022

      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 traded my old car for a new used vehicle from carvana. The car was delivered to me and my old car was taken 5-18-2022. I had requested for my registration and tag be transferred from my old vehicle to my new vehicle. I was provided a temporary tag until receiving the transferred registration. It is now 6-24-2022 and it is still on hold. I had to request a new temporary tag from carvana and has to drive around with an expired tag for three days because they would not send me a new tag until 5 days prior to expiration and did not overnight the tag. I have been provided little to no information other than there is an issue with the title and a mileage dispute. I have already put my own money and time into my new vehicle and Im worried I might have to give the vehicle back due to this issue, and Ive been waiting and waiting for this issue to be resolved.

      Business Response

      Date: 06/27/2022

      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:06/24/2022

      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 purchased a car through Carvana in August, 2020. At the time the vehicle was dropped off, the power of attorney form was not completed. After several times having the form notarized and mailed to Carvana, I still am unable to register my vehicle nearly 2 years later. This has resulted in tickets and loss of license along with court dates, missed work, and now lack of transportation. I have contacted Carvana dozens of times to resolve this issue and have been given no option other than to send the form in AGAIN. At this point I dont want the vehicle, I just want to give it back to Carvana and purchase elsewhere.

      Business Response

      Date: 06/27/2022

      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:06/24/2022

      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.
      I purchased a vehicle from Carvana on 6/18/22, because where I live is outside the delivery zone I drove to *********** to get the car. On 6/23/22 I was pulled over by MA police and they confiscated my temp Carvana plates and said they were fake and illegal, they made me put the plates from my old car that I traded into Carvana on. I called Carvana and spent two hours on the phone for them to say the Registration on the vehicle I purchased had issues and NOT ONCE did I receive a call about this, I HAD TO CALL them to find this out. THIS IS DECEPTIVE. They ONLY offered $250.00 off sticker price of a swap car, I am at a loss I need a car to drive to WORK and they are affecting this. I have filed a formal complaint with Attorney General office in MA. Carvana SHOULD NOT BE ALLOWED TO SELL A VEHICLE WHEN THEY KNOWINGLY CANNOT REGISTER IT.

      Business Response

      Date: 06/27/2022

      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:06/24/2022

      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 purchased the vehicle from Carvana in May of 2021. In March 2022 I had some issues with employment and tried to keep up with payments but was unfortunately not able to. I decided to sell the car to a dealership in order to pay off the loan and have the dealership resell the vehicle for themselves. Upon taking it to the dealership and signing all paperwork, they came back and said that the title is not a title that can be transferred as the process in AZ is not completed. Ive contacted Carvana and they advised theres no issue with the title. Ive taken it to 3 different dealerships and they all come back with the same issue. It is not cleared from AZ. Carvana is no help whatsoever they just leave on hold with no type of solution. I tried to sell the vehicle so it will not get repossessed but at this point its looking like thats what they want to happen.

      Business Response

      Date: 06/27/2022

      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:06/23/2022

      Type:Delivery 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 has not shipped my vehicle, despite my down payment and bank loan check clearing 06/01/2022. They are past their promised 15-day delivery date as the date this complaint was filed, with no expected ship date in place. I have been forced to make my first car payment, and am unable to simply cancel the loan. This has caused a financial strain on me and a strain on my business relationship with my financial institution. I request that Carvana ship the vehicle that has been paid for, including a $599.00 delivery fee paid by me, for immediate delivery.

      Business Response

      Date: 06/24/2022

      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:06/23/2022

      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.
      Purchased a vehicle in early November. In late November was contacted by Carvana to change my address to a different address as was told their 3rd party registration company was having problems with registering the vehicle. This was post taking delivery and being told multiple times that everything was great. Went to **** of ************** and accommodated Carvana on request. Submitted completed new address info and promptly contacted to varify all was as they requested. Confirmed. In late February when temporary operation plate was expiring contacted Carvana. Issued a new temporary plate and notified that they "dropped the ball" and will need to do a complete rebuild of contracts notified it would take 60-90days. After rebuild they messed up my name on contracts and then told they had to re submit a rebuild. At tgat time issued a 3rd temporary plate assured they would never leave me operating illegal via operating plate especially due to their mess **** June 8th contacted customer support as temporary plate was expiring 16th June. Assured again I was going to be issued a new plate as the new registration process was just about done but would not complete prior to temporary plate expiration. Advised to call back the on 15th to receive the new temp plate as was too early on 8th. On 15th called and told I will not be given a new temporary plate and would be stuck then operating illegally. I requested an escalated call with leadership, assured that would happen within ***** hours. After no call no contact and stuck without transportation for work or food unless operating illegal, called in and told I would receive a call following day. Contacted 23 June told there would be no offer for resolution from leadership in executive resolution told I am basically left with an auto im paying for that can not be legally operated until I eventually receive the permanent plate, told I was not receiving any form of resolution and would be without legal transportation.

      Business Response

      Date: 06/24/2022

      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

    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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