Complaints

This profile includes complaints for Carvana LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carvana LLC has 35 locations, listed below.

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  Carvana LLC

  300 E Rio Salado Pkwy Bldg 1 Tempe, AZ 85281-0800

• 

  Carvana, LLC

  63 Pierce Rd Winder, GA 30680-7280

• 

  Carvana, LLC

  6014 S IH 35 Frontage Rd Austin, TX 78745

• 

  Carvana

  3631 South Blvd Charlotte, NC 28209-2338

• 

  Carvana Springfield Hub

  8100 Alban Rd Springfield, VA 22150

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:04/09/2025

  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.

  Complete Disaster Incompetent, Unprofessional, and Costly Mistake by Carvana Ive had one of the worst car-buying experiences of my life with Carvana. What was marketed as a seamless and modern way to buy a car turned into over three months of stress, financial loss, and sheer incompetence.After purchasing a vehicle, I was left completely in the dark regarding the registration process. I couldnt legally drive the car for over 90 days, during which I received little to no communication, only empty reassurances from different representatives who clearly had no grasp on my situation. The delays cost me lost income, as I depend on having a vehicle for work. Carvanas lack of professionalism and urgency has real consequences for their customers, and they clearly dont care.And just when I thought the ordeal was coming to an end they finally sent the registration, but somehow managed to register my vehicle as a semi-truck/trailer. Yes, you read that right. A standard passenger vehicle was registered as a commercial truck. This kind of mistake is not only unbelievable but downright negligent. Its insulting to go through months of delay, only to be handed a registration that makes the vehicle unusable again.Carvana has completely failed to deliver on even the most basic responsibilities of a car dealer. Their processes are broken, their customer service is disorganized, and their mistakes have directly cost me time, money, and peace of mind.I strongly urge anyone considering Carvana to think twice. This company is not ready to handle something as important as your transportation needs.

  Business Response

  Date: 04/10/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 04/10/2025

  The issue has not been resolved because my current registration and title has my car listed as a Truck/Tractor commercial vehicle as of 12hours ago. They are being untruthful and deceptive about this concern.

  Business Response

  Date: 04/10/2025

  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:04/09/2025

  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 tried to purchase a car from Carvana . In order to purchase a car here you have to be glued to your phone 24/7 staring at it as new tasks arise for you to complete and if its not completed your order cancels. You only get 2 hours to complete these outstanding tasks such as getting a new drivers liscense and updating numbers at credit bureaus who already have wait times of hours to speak to them . I purchased a car completed every tedious task even getting a new liscense . They deducted the money really fast but very hour its a new task to do so my drop off date kept going back and back even though me and my 2 autistic kids was counting on this car since we was using **** gonna back and forth to work and school . As I am a nurse I dont have time to go into a dealership so this set up was perfect . They took out $3900 plus 1400 for shipping . Once I was working an alert was sent to contact credit bureaus and update my phone number and I had a 2 hour time frame . Because I had patients I was not looking at my phone . My order was cancelled now Im out of almost 6000 and a car . Still have yet to be refunded and they are not trying to refund for the shipping . I saved up all my money for this car and I gotten no where I have been crying for days now . My manager at the hospital is now trying to assist in finding me a car . I just want my refund . I will warn everyone at my job and social media about Carvana and how they steal money from single moms with disabled children . I dont have money to just give away especially not *******!!! Refund all of my money . You give 2 hours time span I should see my refund in 2 hours !!! You dont treat people like this !!!!

  Business Response

  Date: 04/10/2025

  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
  
  

  Customer Answer

  Date: 04/10/2025

  why is the shipping fee of almost $1500 not being refunded as well???!!! I dont have money to waste like this !!! Please refund all my money . I will continue to speak on this issue on my ******** and ******* until I reach a resolution.

  Business Response

  Date: 04/11/2025

  Dear BBB, 

  Thank you for bringing this situation to our attention. We appreciate the customers' time in providing us with an update on the experience they had with us. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customers local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason. After further review of the customers account, it appears the shipping process on this vehicle had started when the customer canceled the order.  We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.

  Thank you, 

  Carvana Team

• Initial Complaint

  Date:04/09/2025

  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.

  We purchased a car from Carvana less than a month ago with the fact that the car was not involved in any accidents. From day one weve had nothing but issues with the car electrical brakes we went their 150 point inspection and at least 15 of those inspections that they said past had to be repaired since then we now found out that the carhas been in a major accident. The windshield in the car is an aftermarket windshield not a ************** windshield the front fenders and hood and all have been repainted the bumpernow we find that there is frame damage. I have pictures of the way the wheels are aligned a body shop that is one of Carvanaspreferred body shops is in the process of coming up with all the estimates. The truck tracks crooked. The window on the driver side goes up and down without touching any buttons when you put it in park, turnthe key off open the door to get off the radio continues to play the inside. Light continues to play. Sometimes when you shut the door, picture on the dashboard comes up and says the doors open light comes on. You have to unhook the battery every time you get out of a car we took it to one of their preferred shops to have the electrical issue looked at theyre the one who alerted us at the car had been in an accident. They told Carvana they are notcapable of fixing the electrical issue that panels of the car or the front clip may have to be lifted off the frame. I took it to a body and said nothing about anything except for the electrical issue. The body shop is the one who started showing how the frame is bad when theydid their examination of the Vehicle we tried asking Carvana just to take the car back and give us another car compatible to what we bought, which is a 2017 ***** Colorado with ****** miles on it. Weve put over just 1000 miles on the car since weve got it almost a week. car has been in shops. We are going to file a complaint with the Attorney General office in ************, were also contacting an attorney

  Business Response

  Date: 04/10/2025

  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:04/09/2025

  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.

  Carvana falsely advertised vehicle features that were not present on the car I purchased. When I tried to return the car, they refused to reimburse or waive fees and put the burden of correction on me.Complaint Details:I purchased a 2024 ************* from Carvana because their listing clearly stated that the vehicle included adaptive cruise control and lane-keeping assistance two safety features that were extremely important to me.Upon delivery, I discovered neither feature exists on the vehicle, making the listing completely false and misleading. This is not a minor detail or oversight its a clear case of false advertising and fraudulent misrepresentation.On top of that, the car was delivered:With an empty gas tank Missing tire valve caps Emitting a concerning humming noise, suggesting a possible maintenance issue I contacted Carvana immediately, well within their 7-day return window, only to be told that I would need to pay delivery fees again if I wanted a different vehicle despite this being entirely their fault.I do not want the vehicle, I do not trust their listings anymore, and I do not believe I should be financially penalized for their misrepresentation. I have also incurred insurance costs under the assumption that the car had safety features it does not.Desired Resolution:Full refund of the vehicle purchase including reimbursing shipping costs Free pickup/return of the vehicle Waiver of any additional delivery or exchange fees Reimbursement for related insurance costs during the time I had the vehicle I am filing this complaint because I believe Carvanas practices are deceptive and harmful to consumers, and I want a documented record of their refusal to accept responsibility.

  Business Response

  Date: 04/09/2025

  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: 04/12/2025

  I am writing to inform you that this issue has not been resolved. While Carvana acknowledged the problems I experienced, their response and proposed resolution do not adequately address the extent of the situation or the financial impact I incurred due to their misrepresentation and delivery of an unsafe vehicle.
  
  Specifically:
  
  The vehicle I received was not as advertised, with missing features, safety issues, and mechanical concerns.
  I was forced to cancel my original loan, reapply for a new one (resulting in a second credit inquiry), and incur a higher total cost.
  I had to pay $1,600 to ship the replacement vehicle, and Carvana only offered $500 off, which does not even cover that cost.
  Ive been left without a safe, driveable vehicle, impacting my ability to commute to work.
  I am still paying insurance on the undrivable vehicle while waiting for this to be resolved.
  
  I have made every effort to resolve this directly with Carvana, but their escalation team has been dismissive and unwilling to offer meaningful support beyond the $500 credit an amount that does not reflect the time, stress, or financial harm this situation has caused.

  I respectfully request that this case remain open and unresolved on record, as I am still evaluating further options, including legal or consumer protection action.
  
  Sincerely,

  ***** *****

  Business Response

  Date: 04/13/2025

  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:04/08/2025

  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 and picked it up on 4/4/2025. I had over a four hour drive to the location to pick it up. **************** on the phone said that we had fifteen minutes to look the car over and test drive it. When we arrived they would not allow us to see the vehicle prior to signing the paperwork. We were rushed to sign the paperwork. They brought the car out after we signed the paperwork. There was much more significant damage than what they showed in the photos online. They posted four photos of insignificant tiny chips. They did not disclose the major damage. There was a good size dent on the hood, two smaller dents on the hood, and a dent on the right front door. There were stains on the head liner, a tear on the arm rest/center console, scratches on the plastic cargo area wheel well, scratches on the glove box, and multiple chips on the rear bumper. All of this should have been documented in the photos online. None of it showed up in the 360 degree view. We got an estimate of $1,270.70 to fix the dents and chips on the back bumper. The office where we picked it up said that Carvana would help after the sale and this has not been the case. They work with a third party warranty service called SilverRock. ********** only agreed to fix the tear in the center console. I have the pictures to show all of this damage that Carvana did not disclose. We would like a supervisor from Carvana to view the photos that we have of the damage and compare it to the inspection photos that they provided on the website.

  Business Response

  Date: 04/09/2025

  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: 04/10/2025

  The advocate from Carvana did not offer any resolution. They only said that we could return the vehicle for a refund/exchange or deal with SilverRock. We have over an eight hour drive round trip, the cost of a rental, and missed work. That is not feasible to drive back to return or exchange it. ********** will not fix the majority of items because they are calling them normal wear and tear. We should have been able to view the photos of the actual damage to the car online before purchasing to determine if the wear and tear was acceptable to us. Carvana would not take responsibility for not showing the damage to the vehicle in the photos online. They showed none of the larger damaged areas and instead showed only minuscule damage. We would be happy with a small refund to cover part of the costs to fix these issues of the damage that was not shown to us prior to purchasing. Everything on Carvana is done online. They completely deceived us with the photos that they showed and will not compensate us for their mistake. Carvana does not take care of the customer like their advocates claim.

  Business Response

  Date: 04/11/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. Our goal is to sell high-quality vehicles in the best possible condition. It is normal to see some wear and tear on our used vehicles, and this includes cosmetic imperfections on both the interior and exterior of our vehicles. We sincerely appreciate the feedback the customer provided however, after further review of the account weve determined the cosmetic issues are considered normal wear and tear so we will not be assisting with repairs. They did however have the option to keep the vehicle, regurn the vehicle, or exchange the vehicle. I understand that they do live further from our location than some and that can be frustrating, however those are the options they were given. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  

  Customer Answer

  Date: 04/11/2025

   It is not acceptable that they keep saying that it is normal wear and tear and passing the responsibility onto ********** their warranty provider that will refuse what they call normal wear and tear. The issue is they did not show any of the larger damage including the dents, chips, and scrapes in the photos to allow us to decide if the level of wear and tear was acceptable to us. They only showed very tiny chips. We had to drive over four hours in each direction, pay for a rental car and were not allow to see the car prior to signing the paperwork. Only after the car was ours were we able to inspect it. They need to provide photos of the major damage to customers since all of the purchasing is online. They are deceiving customers and getting away with it. Our only option was to drive another 8 hour plus round trip, pay for another rental car and take another day off of work to return the vehicle. They totally dropped the ball on the listing of the car and won't admit it or take any responsibility for it. We shouldn't have to lose more money to return a car when it was their mistake.
  

• Initial Complaint

  Date:04/08/2025

  Type:Delivery 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.

  Carvana confirmed my delivery for April 8, 2025, after accepting my $9,000 down payment. Then, just two days before delivery, they rejected my original payment method, forcing me to switch to a cashiers check. After I complied, they delayed my delivery until April 16 yet continue to advertise faster delivery for the same vehicle to new buyers. Im requesting delivery by April 12 or compensation.

  Business Response

  Date: 04/09/2025

  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
  
  

• Initial Complaint

  Date:04/08/2025

  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.

  Hello, my wife purchased a car through you carvana back in 2021. She has had nothing but problems since she purchased it. Her warranty covered a lot of it in the beginning but her warranty ended in 2024. Now that her warranty is up everything is out of pocket and still having major issues. The car has gone through -Turbo charger replacement -Master cylinder was misfiring -Engine was replaced and didnt have it for two weeks -blower replaced for heat twice ********* converter -Radiator-antifreeze reservoirAnd now something is going on with the exhaust and the car cut off on her when she stopped the other. The car has a burning smell sometimes as well. We want to see what options we have cause it's ridiculous and shouldn't be paying on a car that constantly is having issues and in and out of the shop. I contacted carvana and basically theyre not willing to help. They said she can trade it in but she still owes money on it so its not an option for us. The lady on the chat said we do not make you drive the vehicle so the decision to drive an unsafe vehicle is on us. She will not give me a manager or Corp number to physically talk to a real person. If you need proof we can provide supporting documents upon request

  Business Response

  Date: 04/09/2025

  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
  
  

• Initial Complaint

  Date:04/08/2025

  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.

  March 2025, I initiated the process of selling my vehiclea 2017 ****** Rav 4 to Carvana through their online appraisal system. After inputting the required vehicle information honestly and accurately, I received an initial offer that I found acceptable, and I proceeded to move forward with the sale.Before the scheduled pickup, I was in consistent communication with several Carvana representatives due to known issues with my vehicle, specifically the check engine light and transmission problems. I was transparent about these issues and sought clarity on how they might affect the appraisal process. I was explicitly told by more than one Carvana representative that the presence of a check engine light and transmission-related issues would simply require a reappraisal prior to the final sale, which could result in an updated offer. I understood and accepted that policy. Upon inspection and reappraisal by Carvana, the offer for the vehicle was reduced by $400, accounting for the mechanical concerns. Despite the reduction, I agreed to the updated price in good faith, trusting that Carvana had factored in all the necessary conditions to finalize the sale. There was no additional negotiation or adjustment made beyond that point. The sale was set to proceed under the newly agreed-upon amount. Carvana dispatched a representative to pick up the vehicle on April 4th . During that appointment, I was once again given confirmation of the final sale amountthe revised figure, $400 less than the original. I signed the necessary documentation based on this agreed price and was told the funds would be delivered via direct deposit. However, when I received the direct deposit, the amount transferred into my account was $650 less than the agreed-upon reappraised value. However, when I received the direct deposit, the amount transferred into my account was $650 less than the agreed-upon reappraised value, creating a total discrepancy of $250 beyond what was agreed to post-reappraisal.

  Business Response

  Date: 04/09/2025

  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:04/08/2025

  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.

  Purchased a 2019 ****** kicks . It was delivered April 28th. Just made my first payment. It had to go to a mechanic today and needs the mass air flow sensor and both filters replaced costing me 200 in deductible. This should have been checked and replaced before I purchased the vehicle

  Business Response

  Date: 04/08/2025

  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

  
  

• Initial Complaint

  Date:04/08/2025

  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 2020 Chevrolet Traverse from Carvana on March 18, 2025. Shortly after receiving the vehicle, I noticed a wobbling and vibrating sensation while driving. I contacted SilverRock, Carvanas warranty provider, and was instructed to take the vehicle to ********* for ***************************** diagnosed the issue as a faulty wheel bearing, but stated I would need to go to a dealership for the repair. Upon further inspection at the dealership, I was told the problem was not a wheel bearing it was due to flat spots on the two rear tires. In other words, the tires were damaged prior to delivery.This type of damage was not disclosed to me at the time of sale. When I contacted Carvana customer service, I was told that within the first 30 days of ownership, SilverRock would cover worn parts that do not meet Carvanas standards. Despite this, SilverRock refused to cover the cost of the replacement tires.I am now being told I must pay out of pocket to replace tires that were already defective when I received the vehicle. This is unfair, deceptive, and not in line with Carvanas advertised vehicle standards or customer service policies.I am requesting that Carvana take full responsibility for the cost of replacing the rear tires, as this damage existed at the time of purchase and was not disclosed. I have documentation from both ********* and the dealership to support this claim and am happy to provide it upon request.

  Business Response

  Date: 04/08/2025

  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: 04/11/2025

  I was contacted by customer service on Tuesday 4/8. I was told that he would contact the warranty company and call me back the next day. As of Friday 4/11 I have no received a call back and the issue has not been resolved.

  Business Response

  Date: 04/11/2025

  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