Business Profile

Online Car Dealers

Carvana LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Car Dealers.

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.

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.

Initial Complaint
Date:01/09/2025
Type:Product 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 submitted an application for a vehicle loan through Carvana. I was unable to be approved because of a lack of employment verification because I am self-employed and they wanted me to have a separate business account. No contract was signed. I was not submitted for a final approval. Hours later they draft almost $6000 from my bank account. They are on the phone for over an hour trying to tell me that its not a hold when the bank statement specifically says ACH hold they refuse to lift the hold or cancel the hold and are telling me that Im gonna have to wait for the money to be posted and then wait for the refund almost 2 weeks when my account Did not have even close to the amount that they drafted it shouldve never been able to be placed
Business Response
Date: 01/10/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team
Initial Complaint
Date:01/09/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3/2/24 - purchase of vehicle along with "coverage" from *********** for an additional $1400. Within a week, I had to take it and found that the tires were so bad they all had to be replaced. A few weeks later the brakes had to be replaced because they were so bad that it was determined it was unsafe. Mind you, Carvana "claims" that they do an inspection but from what I've learned through this experience, they sell cars that are just on the brink of needing repairs so the cost goes to the customer. A few months later I had to spend another $2684.66 for a TIPM that the coverage place Carvana pushes on customers refused to pay. If there are problems within weeks of purchase, Carvana is required to pay but they REFUSED and have done nothing but give me the run around.
Business Response
Date: 01/10/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and resolved this complaint directly with them. Tires and brakes are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. We do, however, review concerns regarding wearable items within the first 30 days/1000 miles, whichever comes first. The customer has passed this allotted mileage at the time of their diagnosis and therefore, we will not be assisting with any repairs. 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: 01/10/2025
First of all, that is a total LIE that anything was resolved with me (the customer). I have been ignored and spoken down to by the associates at Carvana that "claim" they were trying to help me. I was ASSURED that they have a 150-point inspection that makes sure that I wasn't sold a pile of ****. When I was forced to have the tires and brakes replaced within a few weeks of the purchase, I was advised that there was NO WAY that the Jeep would have passed an inspection - it obviously was sold when many issues were literally at the breaking point. As a single mom, working 3 jobs I am LIVID that this company is allowed to have predatory practices. I had to borrow money to pay my bills because of sinking $4500 into a jeep that was clearly unsafe to drive. Not only that, but I along with my children were stranded when the **** was no longer functioning. Once I was able to get it to another place that Carvana said I had to go, I had to rent a vehicle for 2 weeks because the part was backordered. This company should be ashamed of themselves. This issue is NOT RESOLVED!
Business Response
Date: 01/11/2025
Tell us why here...Dear BBB,
Thank you for bringing this situation to our attention. We have contacted the customer directly and have resolved the complaint with them.
The claims the customer submitted to **********, the warranty provider, in June of 2024 were denied as they involve wearable parts, which are not covered under the manufacturer's warranty, our 100-Day/4,189-mile limited warranty, or Carvana Care. Additionally, the customer has exceeded the mileage allowance at the time of diagnosis, so we are unable to assist with these repairs.
The customer purchased a ******************** Care plan for 24 months or ****** miles, whichever comes first. Should the customer have questions regarding her coverage, she can reach SilverRock at the following contact information:
SilverRock *********************************** ************
Monday - Friday: 7:00 AM - 7:00 PM Central Time
Saturday: 8:00 AM - 4:00 PM Central Time
Sunday: Closed
Additionally, the customer may explore repair facilities within SilverRocks network for more information on service options.
If the BBB has any further questions during this process, please feel free to reach out, and we would be happy to assist.
Thank you,
The Carvana Team
Customer Answer
Date: 01/15/2025
If it weren't such a serious matter, I would laugh at the response. Just like the response from Carvana, NOTHING has been settled with me, the customer. I'm offended that these companies are allowed to blatantly lie. I tried working with Silver Rock directly and they brushed me off like I was a foolish woman who didn't know that I had been taken advantage of a thought I would just go away. I paid for a service, and have to keep paying every month while NOT receiving the benefits of what I'm paying for. I expect reimbursement and nothing less
Initial Complaint
Date:01/09/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a vehicle from this online dealership. It seems impossible to sue them. I've had breakdowns a dozen times since the day after I bought the vehicle. The warranty department told me today they can't fix my car. I've had my car less then 9 months
Business Response
Date: 01/10/2025
ear 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:01/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle via Carvana. Took possession on 11-8-24. The temporary tag on the vehicle expired 12-8-25. 19 days after purchasing and taking delivery I was emailed that the power of attorney form was not signed for the registration. They never presented it or followed up until 19 days later. I signed and did what had to be done. I have been contacting Carvana for weeks on the status of my plates since the vehicle has expired tags and registration all of which have been paid for. I was told multiple times they are in the mail. This past Saturday I finally spoke to someone whom stated they were mailed to an address I lived at 7 years ago. Home is long sold. The paperwork no where in it says this address. In 2018 I bought a car from Carvana under this address. I believe when they clicked on my account they selected the wrong vehicle. I feel this because when I call it happens. I advised Carvana I have no access to this address any longer. Carvana told me that there is nothing they could do. I was told Carvana would pay for new plates and registration with receipts. This process takes ***** weeks. I was told by Carvana not to operate the vehicle until I have valid plates. Carvana advised its not there problem but also advised they would reimburse me? Carvana is in charge of the paperwork and registration not the consumer. I cant operate my vehicle until I have plates. I need this resolved and reimbursed for the tags, registration, and Payments made while I havent been able to drive the vehicle. Im seeking BBB to help me after reading about dozens of others going through this and many other complaints/lawsuits. This company seems to be a serial offender and could careless about there consumer or consequences.
Business Response
Date: 01/10/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team
Initial Complaint
Date:01/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 4th 2025, I started an order process in purchasing a 2023 ****** Camry from Carvana with delivery date of January 9th between 8am-11am. I got my own financing through my credit union and provided Carvana with all the necessary documentation so my car can be delivered on time. I even gave Carvana a copy of the front and back of cashier check with vehicle full amount.January 9th comes and I have to take off work in waiting for my vehicle to be delivered. I wait the entire duration from 8am-11am with no contact or anyone reaching out in regards to my vehicle I purchased. I then received a call at approximately 1130am that my car has been delayed and they cant give me a reason why.I ask to be compensated for my time as in they just rescheduled my delivery date and time without my knowledge and proceed to say it is unfortunate there is nothing they can do. Representative then states they just found out about the delay even though my vehicle is in another state and hasnt moved.I am highly disappointed in this since I had to take time out of my day to make this happen and Carvana cant even compensate for there mess up but they will gladly take my money. I will never buy a car from Carvana ever again and will advise anyone else to stay away. Lastly Carvana rescheduled my delivery to next available day convenient for them which is a week ahead instead of trying to expedite my delivery and get to me asap
Business Response
Date: 01/09/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their 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:01/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pre-owned 2012 ****************** with only 32k miles in March. I chose to purchase this vehicle and opt out of the carvana extended warranty because I was under the impression that this vehicle had passed a 150 point inspection and that I was purchasing a safe and reliable vehicle. The 150 point inspection was completed on my vehicle by Carvana in February 2024. A month later, in March, I purchased the vehicle. Upon receiving the vehicle I took it to Meineke for a pre-purchase inspection. Over 10 items that supposedly passed the 150 point inspection completed by Carvana, only a month before, had failed the inspection and needed to be replaced. By the time the shop opened a claim with silver rock, got approval to do repairs, and received the parts needed for my vehicle and they finished installing them I was already out of the 7 day buy back guarantee time period. After the 10 items were fixed and replaced I then had to take it back 2 more times because I was still having issues that were affecting the drivability of the vehicle and I did not feel safe. Upon doing 2 more inspections inspection they found that my front and rear suspension needed to be replaced and then my rear differential needed to be replaced. I then brought my vehicle to a Jeep dealership where there are mechanics who actually know how to inspect vehicles and they found that my radiator hoses are bad and need to be replaced, my engine oil pan is rusted and cracking, my transmission oil pan is rusting and going bad, I have a crack in my catalytic converter, and my power steering fluid is extremely dirty. I have only had my 2012 Jeep Liberty for 9 months and have only put 7k miles on the vehicle. I have only been able to drive my vehicle for 6 months out of the 9 months I have had it. There is no way that all of these items that needed to be replaced or repaired went bad from the time the inspection was completed in February to the time I purchased the vehicle in March.
Business Response
Date: 01/09/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team

Customer Answer
Date: 01/13/2025
I spoke with an advocate who asked me to send over paperwork regarding the components that passed the 150 point inspection that I had replaced within the first 7 days of owning the vehicle proving that a fraudulent inspection was completed and an unsafe vehicle was sold. I was asked to give them until Monday so they can investigate the situation but I never received a follow up call.
Business Response
Date: 01/14/2025
Dear BBB,

Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. We have received the documents that the customer uploaded on 1/11/25 to their account and are reviewing everything. We will continue to make sure we assist the customer to resolve the issue at hand. We will make sure someone will reach out to the customer. If the ******************** 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: 01/19/2025
I have still have no contact from ****** since the initial conversation asking me to send paperwork over to prove I was sold an unsafe lemon vehicle. I am disappointed with the followup from Carava as they stated in the last message someone would follow up with me and nobody has.
Business Response
Date: 03/22/2025
Dear BBB,
All further communication with this customer must be routed to our legal department. We ask that this customer direct all further communication to our legal team. If they do not yet have a point of contact, they can expect to receive outreach as soon as practicable. 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:01/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a car from carvana. Paid it off 18 months ago. Been trying to get the title for said car with no luck from carvana. I would just like to get a title from carvana for the car that I bought and paid for.
Business Response
Date: 01/09/2025
Dear BBB,
Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates is communicating with the customer. We request that the customer liaise with their designated case manager should further clarification be required. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
Thank you,
The Carvana Team
Initial Complaint
Date:01/08/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased the vehicle in May of 2023. October 2023 we were driving to my wife's OB to check on the baby with our 5 year old in the car with us and the vehicle would not accelerate and died almost causing the vehicle behind us to rearend us. The vehicle would not start. We called Carvana who told us to call Silver Rock and we had the vehicle towed to the closest Silver Rock preferred shop Meineke on *********************************************************************. Meineke said that the engine and ****** are bad. We called Silver Rock and they said they would only pay $11,145.01 for an engine and I would have to pay the remaining for the engine and $5,000 for the ****** because the cost of the repairs are over the vehicle's value. I explained that we have had the vehicle for less than 6 months there is no way we did anything to cause the engine and ****** to be bad but they still refused to cover the ****** or the full amount of the engine. We called Carvana and they said there is nothing they could do. November to December of 2023 Silver Rock sent Meineke an engine. January 17th of 2024 Meineke called us to come pick up the vehicle because they put in the new engine and transmission. January 20th 2024 I went to start the vehicle and it wouldn't start so I had the vehicle towed back to Meineke and they said that the engine was bad. February 2024 Silver Rock sent Meineke another engine but when they received the engine it had sludge in the motor, rust, and water damage. They called Silver Rock to have them send them another engine. Silver Rock sent them a total of 4 motors that were bad and finally told Meineke to find an engine for the vehicle. The vehicle is still not fixed. We just want ****** to take this vehicle back give us our money back that we have paid for the vehicle so far (7k) and give us another vehicle. Loss of use alone for a year and 3 months would be over 20k. I don't know if it will ever be fixed and we are paying $500 a month for a vehicle we only had for 5 months.
Business Response
Date: 01/09/2025
Dear BBB,
Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates is communicating with the customer. We request that the customer liaise with their designated case manager should further clarification be required. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
Thank you,
The Carvana Team
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 2016 **** Focus from Carvana. The the transmissions are faulty. I looked into those cars prior to purchase. The info I found was that **** had problems with their manual transmissions. Recalls right out of the factory. Class action suits and never were able to fully satisfy all of the affected customers. At least that's the info I found. My problem is that my car was listed as an automatic transmission, so I assumed that did not pertain to my vehicle. WRONG!. When you look further into the transmission specifications, it is actually the same transmissions in both. They have modified their manual transmission with what they call clutch "b" wich is the part that fails. They don't tell you this. The info says "automatic transmission" , not " manual modified transmission" i think this is misleading. I'm not a mechanic but I know enough to not be ripped off, or so I thought. I think this info should not be misleading. Lamen folk would not know to look into transmission details when buying one of these listed as an automatic transmission. ************** and Carvana should not be selling these, knowing that they have bad transmissions, regardless of the recalls. They are still bad and fail regularly. Again, i never would have purchased one of these vehicles if I knew they had bad transmissions. And the info is misleading... I owe around 10 thousand on the car. The finance co would not extend me so that i could get another vihicle. Carvana would not do anything for me either. Im not paying them for a car that i cant drive and cant fix. If you put a new one in, that still dosent fix the problem. its still a bad transmission right out of the factory. I voluntarily surrendered the vehicle before payment was late. I never missed a payment till now. Im looking for any kind of satisfaction I can get on this matter. I hope you can help. If any of this is unclear please contact me and I will try to clarify. Thank you
Business Response
Date: 01/09/2025
Dear BBB,

Thank you for bringing this matter to our attention, and we truly appreciate the customer taking the time to share their experience with us. We understand that many customers choose ******************** for the convenience we offer, and we want to ensure that convenience continues beyond the initial purchase.
After reviewing the customers account, we regret to inform you that their Limited Warranty of 100 days/4,189 miles has unfortunately expired, and no extended coverage was added at the time of purchase. As a result, we are unable to assist with the requested repairs.
We deeply value the feedback provided and will use it to help enhance our processes moving forward. If the customer requires further assistance or has any additional questions, we encourage them to reach out via our customer support channels, including phone, chat, or text on our website, where our team is available to help.
If the BBB has any further questions regarding this matter, please dont hesitate to contact us, and we will be more than happy to assist.

Thank you again,
The Carvana team
Customer Answer
Date: 01/09/2025
You did not address the issue at all and just gave me the same empty corporate apology that I got many times before. Your company should not be selling those vehicles knowing that the transmissions are bad. That's simply ripping people off. You charged me ****** for a vehicle I drove for only a year and a half and then broke down. Repairs are not possible nor justifiable because the replacement transmissions are bad as well. I find **** totally unfair to the average consumer and flat out wrong when I was simply trying to purchase a reliable vehicle to comute to my blue collar job. Now I may loose said job because your company ripped me off. However, big corporate dosent really care about that as long as their quarterly line is above the red.....
Business Response
Date: 01/10/2025
Dear BBB,
Thank you for providing further insight into this situation. After a thorough review of the account, our team has worked directly with the customer to reach a resolution. Based on the information available, we would like to clarify that no claims were opened within the customers limited warranty period of 100 days/4189 miles, and the customer did not purchase ******************** Care. As a result, Carvana is unable to assist with repairs or reimbursement.
The customer purchased the vehicle on January 19, 2023, and their limited warranty expired on April 29, 2023.
Should the BBB have any further questions regarding this process, please do not hesitate to reach out. We are happy to provide any additional assistance as needed.
Thank you,
The Carvana Team
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle which carvanna keeps giving me run around about sending my registration paperwork, and now my temp rag is expired in 8 days.
Business Response
Date: 01/08/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their 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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Carvana LLC is NOT a BBB Accredited Business.