Where is Carvana Corporate office Headquarters

Carvana Headquarters Address and Contact

  • Address: 1930 West Rio Salado Parkway, Tempe, AZ 85281, United States

  • Phone Number:
    +1 800-333-4554

  • Fax Number: 866-221-3833

  • Email: investors@carvana.com

  • Number of Employees: 1864

  • Established: November 2013

  • Founder: Ernest Garcia III, Ryan Keeton & Ben Huston

  • Key People: Ernest Garcia III

Carvana Headquarters Location & Directions

Carvana Headquarters Executive Team

Name

Title

Ernest C. Garcia III

Founder, President, CEO & Chairman

Mark Jenkins

Chief Financial Officer

Benjamin Huston

Chief Operating Officer

Daniel Gill

Chief Product Officer

Ryan S. Keeton

Chief Brand Officer

About Carvana, History and Headquarters Information

Carvana was incorporated by Ernest Garcia III, Ryan Keeton and Ben Huston in 2012. It is headquartered in Tempe, Arizona. It started with a purpose to change the way of purchasing cars. In 2017, the company was launched as a public corporation and started trading on the New York Stock Exchange under the ticker symbol CVNA. In 2018, it became one of the fastest-growing automotive retailers in the country.

Carvana, LLC is an online used car retailer. The Company provides all types of new and used cars and vehicles. Customers can purchase, and sell cars using their online car dealing website. Carvana provides its services to its clients throughout the United States. Carvana delivers the purchased vehicles to the customer’s doorsteps. Customers can also choose to pick their vehicle from the company’s 18 car vending machines. Carvana was also promoted in the Disney movie, Ralph Breaks the Internet. The company also sponsors the Phoenix Rising Football Club.

Carvana Headquarters Photos

  • Alyssa Welsh says:

    Do not buy a car from this company. I bought a 2015 Tahoe from them and from day one have had issues with it. The exhaust smelled overly strong and I brought it to their preferred shop Firestone to have it inspected, they said they couldn’t diagnose anything without a check engine light on or something except the cabin air filter had been eaten and destroyed by an animal. So carvana lies about their supposed “150 point inspection”. The seat warmers were broken so had to have that fixed thru their warranty company Silverrock at the dealer. I asked the dealer to please check the truck because the exhaust seems very strong smelling and overwhelming. They again said without a check engine light on they couldn’t diagnose anything. Well early October the check engine light comes on and Firestone replaces the mass air flow sensor in hopes that would fix it. They said if it didn’t, it’s the fuel pump and I would have to bring it to the dealer if it happened again. Well the check engine light kept coming on intermittently and the dealer could only diagnose it with the engine light on, so it took months for the timing to be right where it is on and stayed on for them to look at it and also the problem progressively got worse so it was on more frequent and could be triggered by the car idling. Here I am today and this truck needs a new fuel pump, bearings all need to be replaced along with all the spark plugs because the fuel was getting in to the oil, along with coolant lines leaking and the fuel line leaking. 1. Being extremely dangerous for me to have been driving it with my small children and 2. Caused damage to the engine. I have a $4,000 bill now and Carvana and Silverrock are refusing to honor their warranty/claim from October when this has been an ongoing issue since I bought the car in August. So Carvana is a liar when they say they do a 150 point inspection because all of this was claimed to have been inspected and Firestone and the dealer have told me they sold the car to me like this. A fuel pump doesn’t just go bad quickly and the exhaust smelling very strong was the first sign of it and that has been happening since day one. I will be contacting my AG office to complete an arbitration application against Carvana for lemon laws, reporting them to the BBB since this car shouldn’t have passed emissions testing but it somehow supposedly did

  • Jonathan Reese says:

    I need my w twos please

  • Jonathan Reese says:

    Haven’t Receive my w twos I need them

  • Mehki Prophet says:

    This is my first experience buying a car and now I don’t have a car or the money I put towards the car because Carvana is refusing to refund/transfer it to another vehicle when this wasn’t my fault this was Carvana fault

  • Mehki Prophet says:

    My son was in the process of buying a 2017 Subaru Legacy on 12/05/2023. He put $990.00 down for the shipping fee. He had missed his first deadline which was Tuesday December 5th at 8:00 am. He had re did it and turned everything in (signed all the paperwork, insurance, RTA form, bank information from both me the co-signer my son, co signers information). The new due date was Tuesday December 5th 8 PM I worked with one of your representatives Anna she helped me make sure everything was good she said everything was good and he should be expecting his 2017 Subaru Legacy Sport Monday December 11th. Only to find out the that the car wasn’t coming not by a Carvana representative reaching out to us but by reaching out to Carvana myself asking when the car would be coming only to find out it’s not coming the delivery date which was Monday December 11th. When I called a representative told me that my order was not only canceled Sunday December 10th but his car was also sold between those two days

  • DB says:

    I live in Michigan and I got run off the road by one of your Carvana trucks today. He was driving very aggressively and trying to beat traffic where the right lane merges over. We were in bumper traffic after just coming through the light and the right lane ends and goes into one lane. He was flying up that right lane trying to get in front of people and I was on the side of your Carvana truck when he tried to cut me off and get in front of me and actually forced me into the lane for oncoming traffic. Luckily, I got back over in my lane before a vehicle got to me and then he had the nerve to honk the horn at me and flip me off and ride the back end of my vehicle. You don’t need people driving your trucks like that and having road rage.

  • MB Parker says:

    I purchased a vehicle from you this month. The experience was different but okay. BUT… Then you started calling me and intimidating me over the phone. I am an older woman who lives alone and needs transportation for my chemo treatments.

    Your “executive branch “ can’t find my title and now wants my car back. They said let’s swap you for the same exact vehicle but with more miles and $5000.00 more than the one I purchased. The harassment I have been dealing with and the unreasonable personal at your company is horrible.

    You should be a shamed of yourselves for taking advantage of people like this.

    I would appreciate a top level executive to do the right thing and make this right without threats and intimidation.

  • Mike McReynolds says:

    My name is John Michael McReynolds, I go by Mike, or you can call me…. STUPID. I bought a car from you, a 2022 Lexus and within 7 days found out it was in an accident. The accident is very obvious to any car person and I claim there’s no way your 150 point inspection experts missed the obvious; the car was in a accident and the owner tried to have it repaired a a inferior body shop. The Lexus Dealership just looked at the car and said this car has been in an accident, and when they opened the hood, it was OBVIOUS!

    Our 1st call to Carvana we were ensured, WE WILL MAKE IT RIGHT!

    Your people have done everything possible to make our purchase experience a nightmare. WE have worked with Carvana and SilveRock in a never ending circle of roadblocks. We’ve spent days giving you the chance to make this car right to no avail.

    You’ve worn us out. All we want is our money back and now you’re doing everything you can to keep our money for the wreaked car sold as free of accidents.

    UNBELIEVABLE, who can call me and authorize the return of your car and my money?

    Yes, Frustrated, Mike

  • Jevonne Murphy says:

    I purchased a vehicle last month with Carvana. I was so excited and happy with how easy they made the process. But, right after we hit the 7 day return policy we started having major issues with the vehicle. I haven’t even made my first car payment. Completely upset over this I called Carvana looking for help. I knew it was the transmission. I didn’t have the vehicle long enough for it to be my fault. I was only using it to get back and forth from my new job. When I spoke to Customer Service with Carvana I was told that I’m past my 7 day return policy and there was nothing they could do and to call the warranty company. I was completely screwed over by this company. I had to have my own insurance company tow the vehicle so I would not be charged and I was told I had to pay out of pocket for a rental vehicle until it’s fixed. The turn around time for fixing the vehicle was 2 weeks. So now I’m without my new vehicle the first payment was due in a few days and unable to come out a pocket for a rental because they are wanting me to put down a $500 dollar deposit. DO NOT buy from this company they are crooks and will screw you over. I have a car that does not run properly. Its back in the auto shop again due to electrical issues this time and Carvana will just say sorry there is nothing we can do the help you.

  • Catherine says:

    Your commercials (“hold”) are the most annoying ads on TV. You definitely need new marketing people.

  • Catherine says:

    Your commercials {“hold”) are very annoying. If your goal is to make annoying commercials, you succeeded. You need new marketing people.

  • Kathleen Huey says:

    I would like to work with your customer service team from home

  • Anthony Lococo says:

    Your buying process has been nothing short of horrible….Your bullshit chat is a joke….Have a real person call me or I’m doing business with Carmax…262-305-8865

  • Robert Valerie says:

    I’m extremely disappointed in my experience with your company. I purchased a vehicle from you in October of 2022 I’ve made 3 payments and tge motor needs replaced. I’ve tried talking to your representative with no help. Now I have a vehicle that I owe a great deal of money on that’s useless

  • Steve says:

    As a follow up to my previous post… When I scheduled my service appt at one of their “authorized” service centers, I explained to them the issues I had with delivery. When I told the rep that I spoke to that I had an inspection report from my mechanic, who is just up the road from them, I was told that it would greatly help them because if they find anything wrong with the car they’re NOT supposed to tell the customer! Really??? That sounds like a deceitful business practice to me, but just remember you can always return the car if you’re not satisfied. Sounds more like a way out for them, rather than a guarantee.

  • Steve says:

    I took delivery of a 2014 Ford Fusion on 12/7 for my 19 year old son. As the driver was heading up our street after delivery my son called me over and showed me that neither sideview mirrors worked correctly. TheY both only moved in two directions, so now he can’t see out of either side to drive the car. The carvana 150 point inspection stated that the mirrors were inspected on 3 different occasions during their 150 inspection. On 12/8 I had my son take the car to our mechanic and he said there also was a leaking shock absorber and the heat shield for the exhaust was MISSING, both of which also passed the 150 point inspection! That night, I contacted a customer advocate by chat, Jacob, who was pleasure to deal with and a good rep just doing his job. A good company man. He did not resolve my issue however. I was told I have 3 options: return the car or exchange the car, or take it to one of their repair shops (probably one of their 3rd party shops that do the initial inspections) or to my repair shop and pay the $200 deductible. Not being satisfied with Jacob’s response, I asked to have a supervisor call me back. On 12/9 Travis, a senior advocate, called me and basically did nothing else to help me. I stated to Travis that I want to take the car to my own mechanic because they sold me a car with the claim that the car passed their 150 point inspection, and 3 items on that inspection report were issues on the car when it was delivered to me, not during use on my part, but directly from Carvana. When I expressed my point about the inspection to Travis, I was told that their inspections are done by third parties, and may not be accurate. I told Travis that wasn’t my problem, it was Carvana’s. Since their repair shops are probably the same shops that do their inspections, I told Travis that as a courtesy to me for the aggravation of having to go through their policies, they should allow me to go to my own mechanic and waive the $200 deductible. Why would I want their repair shop to correct the problems that their inspection team (likely the same people) missed? I worked in customer service for 36 years at the country’s largest dual service utility. In all my years I have never run into an unyielding, customer last, company in my life. I have a daughter that just left Carvana because their financial difficulties are threatening their employees livelihoods. I have another daughter who bought a Jeep from them last December, and had a similar issue, and not only did Carvana pay the deductible, they paid for the entire repair. Travis said those were my 3 options end of story. This is the end of the story; ‘ll get my car repair done, to do otherwise would only disappoint my son. I will not recommend Cavana to anyone, nor will I give them a positive review for customer service. My next letter is to the BBB.

  • Angie says:

    Hello,

    I have called and I have texted using countless hours of my own time. I am now so frustrated that I am taking my complaints to the bbb and anyone else that will listen.

    I started the purchase process on 11/9/22. I took out a third party loan, sold my current car to Carvana. Date of delivery was set for 11/12/22. Carvana drops the ball and does not call my bank to verify the check (that I have in my possession) and the delivery gets moved to 11/21/22 at noon. I spend over 2 hours on the phone to ensure everything was good to go. I took off work for 11/21/22. My husband took a half day.

    I received a text/email this morning at 8am stating that my car would be delivered in a couple days and listed 11/21/22 at 12. Tonight at 6:15pm (close of business) I received a text and an email saying the delivery is having an issue and won’t be here until 11/25/22 at 4:30pm. I called and I texted. They would not allow me to speak to a supervisor. They said that this was not normal for Carvana (I was told that more times than I can count since 11/9/22) and that there was nothing that could be done and to sign my new contract.

    I am so beyond stressed out and have spent more time on this purchase than any other purchase I have ever made.

    Suggested solution:
    Expedite shipping. I was told this morning the vehicle would be here Monday at 12. I would like the vehicle to come when it is supposed to arrive.

    I have taken an entire day off of work and have spent hours of my personal time on the phone and texting with advocates

    I took out a loan and have a large check here for the amount of the jeep. I sold my vehicle. My credit has been impacted due to taking out a loan. I have spent too much time on this and would like to just the vehicle in my possession so that I can enjoy the holidays. This is now the 3rd time my delivery date has changed This has been a nightmare.please correct this issue.

    Thank you,

    Angie

  • K Dub says:

    I called to let Carvana know they sold me a car approximately 2 years ago and one of the spark plugs was broken inside. The representative act like there nothing they could do to assist with paying to correct the issue. Who looks for broken spark plugs in the buying process. I was happy with my purchase until now.

  • Carolyn says:

    Unfortunately Carvana still hasn’t gotten me my plates since June 2022. I haven’t driven my car since September 10, 2022. My temporary plates expired then. I’m still making payments on car & insurance which total almost $700 per month but cannot drive it. I don’t know what you people are doing up there but you should seriously take a deeper look at what your employees are doing. You should be ashamed Mr. Garcia on how your company is doing business and treating customers like myself who has purchase a total of 4 vehicles from you, and had recommended 18 other people who also purchased from you throughout the years. You have made me lose employment because of your lack of ethics. I will soon stop paying for this vehicle and ruin my credit, which I’ve ALWAYS been very responsible about! The better business bureau needs to look into this company! You disgust me and are a BIG part of the crumbling of many peoples daily living!

  • Brenton says:

    My wife and I purchased a car from Carvana. The first car was an Infiniti M 37, 2011 two days after having a car the transmission gives out while I’m going 70 mph on the highway. I swerved to avoid traffic almost had a wreck with five different cars. Worst day of my life. Carvana then sent me another and M37 Infiniti nine months later exact same thing happened with this infiniti when I was driving 45 miles with my two kids in a car my four-year-old and my 9yr old your daughter in the car and it did not go over 10 miles , it took me an hour and a half to get back home. I am seeking justice of getting me a brand new car. This is the second car. I’ve had transmission problems with this is not a coincidence. This is a lemon car. They sold me a lemon I’m looking for help please. I have no car and it’s costing me $10500 to replace a transmission. That’s not fair!

  • Nick says:

    Worst customer service I’ve ever encountered. I have been going through the buying process and have had the cars delivery been delayed 5 times now going on over the course of 3 weeks. Customer service gives me different answers as to why every time and at times has been incredibly rude despite my patience. It is blatantly obvious that they have no idea what is going on. No one can provide a resolution and I am constantly given the run around. The absolute negligence this company displays for their customers is incredibly troubling from a consumer standpoint.

  • George says:

    You people should be a shame of ripping off people we are all getting together in Boston ma to round up other people who brought cars from carvana also to try and shut u people down and also a law suit still didn’t get my registration for my car plus didn’t even have my car for long 2 weeks and you all are giveing me the run around shame on carvana @ so call silver rock finincing company with carvana crooks !!! 🍋 Cars used or new all 🍋

  • Stacey says:

    You all are rip off people you need to be shut down

  • Stra y Cook says:

    Caravans has F me around for two months lost my paperwork for registration then still giving me the run around with registration. This is crazy. Customer service says something different every time I call. I’m getting an attorney involved. When I asked for a manager I was told one is not available right now. So here we go

  • Stefica Nikolic says:

    I am traveling nurse, got my car with Carvana and it was nightmare from the beginning. My car is hard roof convertible and inside soft part of roof fell down after second use. Ok. Was fixed. So whispers were used as well. After I called customer service they told me I will receive $150 check for all that inconvenience. All that going on from June. After a while I called back Carvana customer service and been bounced from one to another person without solution. One of them even argued with me telling me that I have used car and Carvana treats used car as used!!!! Meaning oh well whispers are old so what!!!
    I am still struggling for that money. Customer service horrible beginning from place I picked car up to phone customer service. They do not care. That is sad.

  • Mark Campbell says:

    This is crazy put down payments of thousands of dollars out first there were a zero down payments posted now out of no where there is thousands.

  • Need Answers says:

    My nephew purchased a 2015 Hyundai Sonata from Carvana as a graduation gift on April 30th. On June 11th the car broke down and was advised by Carvana to call the warranty company. We reached out to Silver Rock who advised it would have to go to a preferred repair center for a diagnostic. We waited 4 hours for a tow truck which never came so we used our AAA account to have it towed to Firestone. After two days, Firestone determined the engine had locked and suggested we give Carvana a call, but the car could not be released until Silver Rock paid for the Diagnostic. We called Carvana and they said there was an engine recall and it would have to go to the dealership. Silver Rock was notified, they paid the bill for the diagnostic and had the car towed to a local Hyundai dealership (June 13th). The dealership notified my nephew on August 12 the car was repaired and ready for pick up. He drove the rental provided by Hyundai from Baltimore MD to Charlotte NC to pick up the car on August 18th (His Bday weekend). Drove the car no more than 2 miles from the dealership and the car broke down again. The dealership towed the car back to the repair shop and determined it is now the transmission. They sent the claim to Silver Rock, who denied the claim and we have been dealing with Carvana who sold the car knowing there was a recall and there was nothing signed or discussed with my nephew at the time of purchase about the recall. Meanwhile the warranty expired on August 8th so Silver Rock said there is nothing they will do about it. I have talked with everyone possible at Carvana and they also said there is nothing they can do on their end. So in all my nephew purchased a lemon from this dealership and after having the car in his possession for a little more than a month, he is now stuck with purchasing a new transmission. The car was at the dealership for 2 months of the warranty prior to it expiring. Silver Rock is a horrible company and I am highly disappointed with the horrible customer service at Carvana. The car is still at the dealership 3 months later and my nephew is still on the hook for making his regular monthly payments to Carvana Finance!

  • Anthony Holeman says:

    Carvana

    To whom it may concern

    I am writing this to say that I have not had a good experience with Carvana
    I purchased a 2017 Malibu not even a year ago and Carvana could not get the title right so Carvana gave me my money back ( witch solved the problem) to pick another car I picked out a 2017 impala and not even a year I replaced the tires shortly after that the new tires wore quickly I took it to the shop after reporting it to Carvana and it was saying that the car needs an alignment and now needs new tires again for the second time I have not had the car for a year and I am replacing tires getting alignments and I paid $27,000 for this car
    Before I bought the Malibu I also purchased a 2014 suburban So I did not drive the impala all the time I was going in between the vehicles I drove the suburban mostly during the winter time the impala was parked in my garage and now Carvana says because Silver rock says it’s wear and tear they are not covering it so I have to pay more money to get my vehicle running again I pay $27,000 cash for a vehicle that didn’t last the whole year and cannot get help from Carvana with this vehicle if I would’ve bought the vehicle in town for my car dealer with the same situation that dealer would’ve fix the car
    So I had a bad experience with Carvana this is why I am writing this

  • Jasmine says:

    Purchased a 2018 Honda Accord recently which now the air is not working low pressure light always is on my car now has to be taken to Honda to determine what is wrong with the ac which can be a 2000 fix due to the specific Freon that is needed and also on some repair shops have the machinery necessary to fix the issue. Customer service is trained to repeat the same thing regarding the contract. It is just mind boggling that a vehicle that is only 4 years old may have a leak or need a new compressor. It seems as though these vehicles are not properly checked before being able to be sold

  • Mike franks says:

    Had my car for a week rear brake totally shot had to repair them $686. Trying to get reimbursed getting the total run around.

  • Jonathan Guzman says:

    Vehicle was late because had too many sensors on to sell by law. Finally got it and had engine air vents torn off and coolant light going off. Took it to partnered silver rock in network pep boys and they just kept topping off the coolant liquid not fixing the problem. Car finally over heated and pep boys failed to keep proper records of my mileage when it was still within warranty. Silver rock and Carvana management told me it’s my problem now . Never purchasing from Carvana again. They sold me a lemon and will flee from responsibility. Warrant is misleading and by far the worst company to deal with.

  • Brent Kinsey says:

    Worst company they mislead lie that why i will be filing law suit against them said they did 150 poi t inspection that was a lie whole bottom of jeep is rusted

    • Aren says:

      How can I join this lawsuit? I purchased a car and the engine light came on after one week of having the car. Now the car is in such bad shape I can’t even drive it and they refuse to refund my money.

    • Carolyn says:

      Have you filed? I hear there’s a class action law suit and want to join them. Any info you can share world be appreciated.

  • Bruce Garwood says:

    My previous comment was for your employee at the Chatanooga office!

  • Bruce Garwood says:

    Thought you should know: We recently availed ourselves of your system of selling our 2nd hand car. Your price was better than anyone else. Your system was flawless. Your representative was professional and personable.

    The real reason for writing is to give exposure to one of your significant employees, Mallory Katz, who single handled explained your process in great detail and processed the transfer without a hitch. So very personal, yet professionally executed. For a young woman, she was courteous and a super representative of your organization. We plan to use Carvana for any future opportunities for purchase or sales as a result!

    We told Ms. Katz that we would be contacting you about her exemplary service. We hope you will let her know we did just that! Thank you and best of luck for the future!

  • Crystal says:

    I have a major complaint as a potential seller and potential buyer I would like to report and resolve if possible due to the massive extent of high impact I’ve endured by following multiple carvana employees misinformation. No one was on the same page and my options are now exhausted and credit is now at a disgusting rate leaving me very few options and I was in desperate need as I just took in 3 more children for a minivan. I have a third party finance company I’ve been working with that absolutely agreed to work with carvana and finance me on a $22k loan. I am being denied and with no other reason after being told by more than one person that the said company all I had to do was call them and be sure they would accept the loan and carvana would take it from there. We had absolutely everything set up and then they called me and denied the company. I would like to speak with someone higher up in the ladder for further understanding.

  • Jack DZ says:

    Selling my car was wonderful. Buying was a terrible experience.

  • Sally Phillips says:

    I got 28 minutes notice that my daughter’s car was not being delivered as promised today.
    This is first world upset because there are lots of other more pressing issues in the world today than a 3 day delay.
    However, Carvana’s motto is “We’ll Drive You Happy” is how they’ve chosen to represent their service model. I can tell you that it is an empty, hollow, failure and is not based on my experience of the company’s response to my question: how does a vehicle destined for delivery in Georgia, an emissions requirement state, miss the detail to cycle the car and prepare if for emission.
    How did the strategic plan for this car delivery system that is to drive me happy, drive me crazy instead and NOT have an emissions test done YET?
    How is no one aware or able to answer that question? An emissions inspection is a foundation step to register and legally drive a car in Georgia. Who dropped this ball? And why is no one on the hook for it in leadership and the only people available are the front line workers who are NOT off enjoying their long weekend.
    Do these front line escalation teams, get stock options and bonuses? If not, they should because they absorbed today what mid and senior leadership are being compensated for and YET are not available to speak with me when I asked for someone.
    Carvana process created this escalation by dropping the ball on getting my car’s emissions done on time for delivery. The escalation team members (plural) should not have to cover for missing leadership or for a system that insulates leadership from being directly client facing responsible and accountable for this failure in the overall delivery systems. Again, 28 minutes notice because Carvana is over promises and under delivers.
    My follow up to the hollow ring of “We’ll Drive You Happy” is that no one on the senior escalations team has real time access to what is happening. Carvana’s senior leadership receives complaints they then turn route to an escalation team member’s desk, and have not put tools in the escalation team member’s hands to actually answer a question in real time about a real deal that has real signatures on it and real dates to real people for a delivery date.
    Carvana’s senior leadership hides behind training that offers team member’s phrases to use like, “we have your back”, “we’ll make it right” ad nauseum when in reality, these are placating phrases from employees who have been given a limited number of real solutions and access to senior level administrators to listen to this particular squeaky wheel.
    The two young men that I spoke with today on this team took the brunt of my absolute fury about the cancellation and delay. While I did listen in church today about “reactions speak louder than words” I did not apply it to the first young man, Willy. I do apologize for being loud, and interrupting. Your senior leadership should add a bonus paycheck for what you endured with me with no one else available to you as a back up support or resource. Shame on Carvana’s leadership for that staffing decision.
    Here’s how Carvana’s CYA policies impact this single mother today: I had to find a replacement for me at work today for the promised delivery date. I had to give up hours available to work (losing income) to stand by for a “delivery window” of time promised by the company who will “drive me happy”. I had to borrow a friend’s car to get to my first client and race to get out on time in order to be back at home to meet the delivery truck. Oh but first I had to walk to the friend’s house to pick up the car I borrowed and I had to walk home after I dropped it off. I had to call my daughter, on a day that she had to bury a good friend, and tell her that the exciting part of her day was cancelled because Carvana’s excecutive leadership’s strategic plan for car delivery has a massive gap in its execution and somehow missed cycling a car for Georgia in order to prepare it for an emissions inspection. BIG MISS Carvana Executive Leadership, EPIC FAIL.

  • Alana W Piper says:

    I’m literally in tears. I started the buying process with Carvana A MONTH AGO. For 3 weeks they couldn’t tell me when I could expect the vehicle.

    Then once we started the financing process, they canceled the purchase while my bank was in the middle of sending funds over due to some buggy timer on their website that no one bothered to pause or stop. I literally mean AS MY BANK WAS SENDING THE FUNDS.

    Which brings me to the website. Between the app, the website, and your email, you’ll never have a consistent idea of what’s going on.

    My original date for home delivery was yesterday. Because of the timer issue, they rescheduled me to pick up the vehicle 2 hours away from my home. A privilege which I will be charged over $700 for. You see, the vehicle delivery charge applies whether you get your car at your house or have to drive to pick it up. -So they can send you all over God’s green earth to get the thing and still charge you anywhere from $450 on up.

    But even that isn’t happening now because I got a text message just a bit ago telling me that now Friday isn’t happening and they still don’t know when I’ll be getting my car.

    And that is the latest, which actually put me in a horrible position because I’m due to drive out of town for work the day after getting my car.

    Good lord. Please. For your sanity, buy from anyone else. Anyone. Even that greasy corner no-name used car shop that looks like they pulled their inventory out of a swamp and finances at 40%. Just don’t buy from Carvana.

    This has been a nightmare. Nothing but stress. Nothing about this has been pleasant at all. Nothing.

  • Briana says:

    Carvana is a shit company and I am dealing with the down fall of inaccurate reporting. It has brought down my credit so much I can’t even qualify for another auto loan or a damn apartment! I contacted capital one auto finance and at least Richard Fairbank had the balls and the decency to call me back after an email I send him. I felt totally respected and valued as a customer! Carvana admitted fault of false reporting and so did Bridgecrest Financing!! This is BS I’m fighting this tooth and nail! I filed a complaint through the Consumer Financial Protection Bureau! This is intolerable business and should be shut down!!

  • Matthew says:

    I purchased a vehicle from Carvana late last year, and it was one of the worst experiences ever encountered. I decided to leave this comment after watching all of the commercials on television about what a seamless and efficient process customers experienced – this is was not my experience at all.The first vehicle delivered by Carvana had a mechanical defect in the rear axle; the second vehicle delivered as a replacement had its “Check Engine” light after only one day. While attempting to maneuver through a myriad of customer service reps who all stated that they would take good care of me (they did not, broke promises about returning my calls, gave me conflicting information, etc.), I had to retain the second vehicle with the “check engine” light on because my trade-in had not been paid off over a 30-day period. Attempting to connect with the Finance Department of Carvana also was impossible. Delivery of my first vehicle was flawed (I had to drive to pick up the vehicle) as well as the second vehicle, having to wait over one hour because the delivery driver had the wrong time associated with my delivery. I would never recommend this company to anyone thinking of purchasing a car. If you happen to miss the payment date, you will receive a strongly-worded letter from Bridgewater stating that not making a payment by the 30-day past due date may result in a lawsuit and/or repossession of the vehicle. No language to help a customer with payment arrangements, etc., should such a situation arise.

  • Kathie Myerly says:

    Someone at Corp. Needs to look at my account kathiemyerly@gmail.com 5135321263 and figure out what the hell is going on with your customer service, sales staff and the people who do your 150 point inspection, which was done on the truck I’m supposed to be getting on 4/4/22

  • maudel warden says:

    I wish I had read these comments before I purchased my vehicle from Carvana. 13 days after delivery, the car is dead, no power to the vehicle at all. i cannot even lock the doors. They wont take it back, and due to staffing shortages, I cannot get it into a shop for another 9 days and they want me to pay for my own rental.

  • Ebony says:

    I will attempt to briefly explain the NIGHTMARE car buying experience I am having with Carvana.

    I bought a car from them on 3/8 that was delivered with a tire sensor that would not go off. Three days after delivery, the car would not start! After a AAA jump to get going, I went to an appt only to have it die again and need another jump. I took advantage of Carvana’s 7 day return policy and ordered another car on 3/23 with a scheduled delivery date of 3/29. I then rented a car (which they initially said they would not pay for and after I repeatedly called to escalate said they would). Two days before the delivery date of the 2nd car, I was notified the date was being moved to 4/2. I had to extend the rental to 4/1. An hour after returning the rental, I get a text from Carvana notifying me that the 2nd car did not pass inspection, needs a new catalytic converter and O2 sensor and that the new delivery date is 4/25! First of all, I’M BEYOND DONE! They sold me two 2019 vehicles needing work before the first 7 days of ownership! This is so unacceptable!!! I have been told different things depending on who I’m talking to at Carvana and no one fully understanding or making this issue a priority! When I expressed my desire to get my old car back and cancel the purchase, I was told it would take 30-35 days! I was also told that if I cancel my purchase, they would not reimburse me for the rental I had all of last week. Meanwhile, I have a beautiful 2019 car in my garage that won’t start!

    The team lead I was assigned does not call me back and I’ve called several times to reach her today. I received an email today explaining why there’s another 2 week delay. No explanation about how I’m going to get around for 2 weeks without a working car. They have a “shoulder shrugging” oh well attitude about selling people defective vehicles!! It’s unreal!!

  • Lisa says:

    Carvana RUINED MY LIFE!!!!!
    They knowing sold me a car with aframe damage, damage to the steering column and other major issues! I was driving the car around FOR A LONG TIME and the supervisor at the collision center said it was literally a death trap. Apparently the car had been in a terrible accident, listed as salvage in one state, and sold to me in my state as a clean title! I had to fry the attorney general involved because that is illegal. I asked for proof that they did an inspection on the vehicle prior to selling it to me and surprise surprise, no proof of inspection for them. They are shady and can not be trusted. I am now filing suit to not only get my money back for what I’ve paid so far, but punitive damages as I could have literally DIED or killed someone else had the vehicle simply just failed one day due to its terrible hidden condition when sold to me.

  • Mike Anderson says:

    I purchased a Mercedes GLE on line and 5 of the features promised on it weren’t there. I rejected the car spoke to the rudest CSR and it took him 25 minutes to agree to allow us to speak to supervisor David who was a team lead. The CSR said the cars often have the wrong discription – “they are very busy”
    David said the would correct the information on line and I could choose another car – RIGHT! The vin is
    4JGDA5JB7HA918051

    Today the same car is listed
    today, same wrong discription, same mileage (we drove it 5 miles as we determined everything missing. The company is bait a switch and is a scam. I now see hundreds of complaints. I feel a class action lawsuit needs to be filed and will work on it.
    Any comments send them to me at 742 Mink Ave Suite 206 Murrells inlet, SC 29576

    This family is cashing out billions and needs to held accountable for there improper and in most states illegal activity

  • Lana Fratus says:

    @Carvana Albany, NY Hub. T&R clerk Glory Pajemola spends too much time on the phone with her boyfriend because he is in prison,she can’t control his calls (multiple times) she had to make up lies to regional manager Alyssa Antonelli about a temp T&R to cover her poor performance.
    Which resulted in clerk being let go. Alyssa in a management position very unprofessionally took the words of a 4 month employee with poor work ethic. Then refused to respond or take calls from fired employee. This HUB is in need of change and operates very unprofessionally.

  • Jessica says:

    Registration seems to be a big issue. Has anyone contacted an attorney yet. I had big issues with registration and wondering if this is class action worthy.

  • Robin says:

    Hello, let me start by saying that the reps were always nice but the entire system and the 2 cars originally received were breakdowns waiting to happen. I cant tell you how much time and energy i put into your “easy car buying exeperience” process. Stressful! I received one car with horrible and rusted breaks it sat in my driveway for 2weeks then i received a second in which my scheduled delivery was not madd because someone called out and management failed to cover their shift. I then sat on the line for hours determined to get a resolution and had a uber take me to pickup what i discovered had a really bad alignment issue where the steering wheel was so unstable i couldnt drive it and because it was so late at night and in an area i was unfamilar with, i didnt noticed until i drove off on the busy hwy. I called the next day to report and do a 2nd swap. This car sat in my driveway for another week. I finally found vehicle and it was delivered but now all types of lighta have been flashing and the title provided to me has another person’s name! I cant reach upper management and never get a call back from upper management. I cant find an email to contact upper management. I took it to bmw under the warranty soon to run out and they cant find anything but has a claim started with the 3rd party company now i have two other lights appearing. Im a single mother who work hard to stay afloat and i need uppermanagement to contact me and make this right once and for all! I can be reached at goldenr2784@gmail.com for more contact info
    Robin

  • Soljahz says:

    Had to jump through hoops to get a 45 day binder which they only come for 30 days, get all that done for them to tell us that they can’t deliver the car as scheduled because of their transport truck broke down coming from Arizona. Now if you can’t keep you transport vehicle running what does that say about you automobiles. They offered to compensate us $25 dollars a day for the inconvenience heck we make more than that an hour. Then because they can’t deliver on time they want us to sign a new contract before they can deliver. This is the most **** we’ve had to go through with buying a can. My advice go to your local dealer.

  • D.S. Gruntled says:

    WORST car buying experience EVER!!! WILL NOT be doing business with them or referring to friends!!! Purchased a car in July 2021 and here it is February 2022, and still no permanent vehicle registration. Yes, we have the car and have been making on-time payments with financial institution. We have called and spoken to SEVERAL DIFFERENT people each time and keep getting the run around with “missing documentation” that was sent in with the original purchase for the vehicle. Their inattention to detail shows errors where they were sending documents to the wrong address…repeatedly. When resending documents they were asking for all documents AGAIN, even after they already have all the documents they needed for the transaction. The fact that you can’t speak to anyone who can make a final decision to get things straightened out is frustrating. You will be starting from scratch each time you speak to someone because you can’t get one person who handles your case. DO NOT PURCHASE FROM THESE CARVANA! GO TO A DEALER WHERE YOU CAN GET ANSWERS/RESOLUTION IF AND WHEN YOU NEED THEM IN A RELATIVELY TIMELY FASHION.

    • Kim says:

      We purchased a vehicle from them in July 2021 and still do not have title or registration, nor does our state dept of motor vehicle have any record of receiving anything from Carvana about our car (including the sales tax we paid them to send to the state for us) as of today 4/7/2022. Almost 9 months! We paid the Carvana lender in full for the car in August 2021 too! We have been calling for months and my husband has also been calling now on weekly, sometimes daily, basis. We have filed a dealer complaint with our state so they are now “under a bit of pressure” to resolve our issues, BUT they are simply offering to take the car back and then they will send us back our down payment and “payments made” on the loan…UMMMM we paid Bridgecrest IN FULL. Both Carvana & their captive finance company got paid on our car, yet we have nothing to prove it is our car almost 9 months later. I got the “our normal process is” explanation today…We will be meeting with an attorney next!

  • Joseph Kanitz says:

    Got really bad service and multiple delays on a car this probably the worst way to buy a car there mark up on second hand cars is really high aswell and I find there site to misleading about the quality of there cars aswell I decided not buy from these guys

  • Murray says:

    What’s the order of contract signing..

  • lisa says:

    very embarassed. I had such an awesome experiance . referred a family member, it has been a nightmare!!!!!! Car rescheduled 3times thats right 3times!!! had to get a differant car in the mix up . no adjustments for delivery one rep even said well you are free to cancell WTH!!!!still no car and no apolgies.

  • Sandra and Dan Cacace says:

    Was sold a lemon,Everyone promises they will get back to you to resolve the problem and no one does.Worst car I ever had In my life . Prôblems still not resolved.

  • Armando C Rel says:

    I have the money and you guys keep beating around the bush. I have been paying car ins for your vehicle that I don’t even know about.

  • HENRY ORREGO says:

    Very kind, patient Mr. Richard Vidal VERY Professional and speak clearly Thank You Mr. Ben Huston for you recommendation Mr Vidal, treated me excellently very well happy w/everything THANK YOU CARVANA THANKS MR ENEST GARCIA

  • Brent Cooper says:

    Worst company I’ve ever dealt with. Do not believe anything they tell you before purchase. They said I could have the truck in about a week. I paid for the truck five days ago, money taken out of my account in full but they are saying payment is still processing, which is important because they won’t schedule delivery until that process is final. When it does finalize delivery will take 5 to 15 business days. With weekends and holidays I’m looking at another three to four full weeks before they will even consider the delivery to be late and they are in no hurry to get it here any sooner. They did offer to knock off $250 if I fly ($400) to Seattle and drive 600 miles home but even then they won’t tell me when it will be in Seattle there so I can buy a plane ticket. I feel like I’m stuck. I really want this particular truck, I saved up for a long time for a truck like this, paid cash, I thought I would really enjoy this purchase but Carvana is making it as painful a process as possible. They don’t even have a formal process to complain about what’s happening. You complain to the same people that caused the problem in the first place and its a different person each time which means nobody is held accountable for anything. By design I suspect. Do not trust what they tell you. The Carvana on the front end of the purchase is not the same Carvana on the back end I assure you. You will most likely be left disappointed and wishing you bought local.

  • D.Frattura says:

    Hello all, I haven’t had a good experience so far.
    I bought a vehicle a month ago and upon receiving the car I noticed a ton of scratches and damage to the under body. I called Carvana within the 7 day return period and was told that these issues will be corrected. Silver Rock is the company that Carvana uses to handle repairs and they denied the claim not once but twice. Finally got the claim approved after hours of going back and forth on the phone with both companies.
    The Auto body company Caliber Collision in Chicago gave me an estimate for $2700 which was approved by Silver Rock. After I brought the vehicle in to Caliber, they found another $2800 in damages to the under body of the vehicle. Expenses are now over $5000. I put a call in to Toni and supervisor over a week ago and I’ve gotten no return call.
    I’m going to send a letter to Earnest Garcia 3 and hopefully this will let him know what’s going on with Carvana in Chicago.
    Wish me luck.

  • John Ryan says:

    September 30. 2021
    Mr Ernie Garcia
    Mr. Ryan Keeton
    Mr. Ben Huston

    And…..

    Manager of Sales & Inventory

    To whom this may concern,

    I am writing to you to express my dissatisfaction and disappointment with Carvana. Earlier in the week, I had ordered a car to be purchased and delivered on 10/2/21. I completed the necessary documents including banking details and a copy of the bank certified check. The vehicle was then scheduled for delivery on October 2, 2021.

    My state of residence is Rhode Island. Because of this, Carvana does not perform registration services for customers, as your company considers RI to be a self registering state. Carvana’s explanation of the sales process was conveyed by way of text and a few phone calls.

    After feeling comfortable with the process, I had a Certified Bank Check drawn for Carvana in anticipation of delivery, scanned it and uploaded to Carvana. After doing this, a question arose as to how I would be able to register the car.

    Rhode Island General Laws Statute 31-4-9 mandates for any vehicle purchased from a bona-fide licensed dealer out of state, the purchaser is given only until the close of the third business day to register the vehicle. In order to register a vehicle that is titled in another state orher than RI, the vehicle is first subject to a VIN verification at the police station, in the jurisdiction of the buyer.

    In order to be given a VIN Verification Inspection, the purchaser must present the vehicle, notarized bill of sale, and original title (not a copy) to the police station for inspection. The vehicle cannot be driven to the police station if it is not registeted. The vehicle is allotted 3 days from puchase with active registration plates the buyer will be transferring to the vehicle, or if it has a temporarily registration certificate from out of state. If the vehicle is not registered, it must be towed to the police station, and towed away.

    This VIN Verification inspection form, the original title, the notarizef bill of sale, a TR-1 RI Registry Form, RI State Sales Tax Form and a personal or bank check written out to the RI DMV in the amount of 7% of the sales price of the vehicle plus the registration fees has to be taken in person (no copies accepted) to the RI DMV in order to register the car.

    If the original title is not in the hands of the buyer, none of these above steps can proceed, and the vehicle will be considered unregistered after 3 days, or the expiratiin of a temporary plate. Because it is unregistered, it is not allowed to be operated on any public highway, and is subject to fines and immediate tow and impound if found on any public highway.

    My disappointment and dissatisfaction came when Carvana told me that the vehicle’s title will not be presented upon delivery of the vehcile to the customer, with the reason being the customer has 7 days to decide of they want to keep the car. I inquired if the title is sent out the following day, and the response was it could take 5 to 10 weeks for the title to be sent out.

    Five to ten weeks is well past the timeframe of temporary registration, and therefore the new owner is not allowed to use their vehicle until it is registered, which cant occur until the original title is in hand.

    Furthermore, RI requires the sales tax to be paid within twenty days of the sale. This leads me to the other matter of great concern that I have with Carvana.

    Carvana incorporates the sales tax into the purchase price of the vehicle, which the buyer must pay Carvana. Additional registration fees are also applied into the tital amount due. However. Carvana represenratives tell me they have no intention of registering the vehicle, nor any intentions of remitting the sales tax collected to the State of RI.

    Carvana’s manner of doing business was explained that after the buyer shows proof of registration to Carvana, then Carvana will issue a refund check to the buyer. So the buyer is paying several thousand dollars, twice, once to Carvana and once to the RI DMV. This amounts to almost 7 thousand dollars the buyer has to pay out in hopes the portion paid to Carvana for sales tax will be refunded to the buyer by Carvana.

    If the title is not sent to the buyer for 5 to 10 weeks, that is an extremely long time that the buyer has to front thousands of dollars to Carvana, awaiting to register the vehicle. Moreover, added towing fees of the vehicle to the police station for VIN Verification, all adds up to expenses not necessary to the buyer.

    Lastly, I do not believe it is allowable for Carvana to charge and collect RI sales tax especially when Carvana clearly indicates they have no intention of paying it to the RI Division of Taxation. This borders fraudulent collection of monies from customers.

    I pleaded with the Carvana Advocate to try and track down the title and confirm it would be sent overnight to the buyer after the seven days of ‘decision to keep the car’ expires. That would have “sealed the deal,” and I would still be your customer. However, the response I was given was that Carvana Advocates have no idea where the titles for the cars sold are located, nor any time frame for prompt sending to the customers, rather a 5 to 10 week window.

    For these reasons above, you not only lost a customer, but I could never recommend anyone in considering Carvana when seeking a car purchase. Your process for RI Residents leaves the RI customer without use of a vehicle for an uncertain length of time, one that could be over 2 months. (When I told this to the advocate on the phone, her response was “If you have another car, it’s not a worry.” I told her I was trading in my car for the one I was buying, and that Carvana takes the trade-in vehicle when they deliver the new car to the purchaser).

    I certainly hope you took the time to read this complaint and give some thought to how you conduct business in Rhode Island.
    You may reach me at this email if you want to discuss this terrible experience I had with Carvana.

    Respectfully,

    John Ryan
    Greene, RI 02i27

    CC: RI Division of Taxation
    Audit & Investigations

  • Steve Morris says:

    ernie.garcia@carvana.com

    Put him on blast for having incompetent employees

    • Robin says:

      Hope this email works. Im going to blow it up..I see i am not the only one who had a horrible experience. Highway robbery is what this company is doing.

  • Darrell Rhoads says:

    After already purchasing a vehicle from Carvana they said the cannot continue with my most recent purchase. Granted I have a unique situation due to being military the registration team is refusing to look at my purchase till it gets past the processing team. Last time I bought a vehicle the registration team were the only ones that could figure out my situation. Also, the information that You cannot self register when buying from a dealer is false. There are exceptions if you ha e the right paperwork. Again, this was all cleared up with the registration team but no one wants to work on my situation an issue telling my me I cannot buy a car from Carvana.

  • Jerry says:

    I am completely fed up with Carvana and it’s customer service. I have filed a BBB complaint and contact the Attorney General’s office. I asked to be connected to the executive leadership team and Sy, a Supervisor told me she is the highest level. They want me to believe a supervisor is the highest level of leadership. They think this is a joke and I am far from done!

  • Joseph says:

    Horrible customer service. I call everyday to register my vehicle and all the do is put me on hold then say they are unable to figure out the problem so they have to call me back in 1-3 hours. Then the never call me back or they always say they’ll “email me” a registration in 1-2 business days and never receive anything. My cars tag is now expired and no way of driving it. No supervisor to get a hold of. This is horrible way to do business and my only choice of action is to get a lawyer involved.

    • Dexter says:

      I am currently going through the same thing as you. Have you finally received registration? Did you figure out what to do?

    • Kristin says:

      I’m going through the same thing and no one will answer me. It’s been 110 days since I took possession of the vehicle and still don’t have any paperwork. No contract, not able to register or inspect…no limited warranty. My temp tag expires on MONDAY 11/1. It’s the only car I have!! I’m happy to talk class action if you want to do that. I have been told so many things by so many Carvana representatives – all verbal contracts, all broken. I’m disgusted and so disappointed.

    • Jeffery says:

      Hello Joseph I am going threw the same issue!!! I am getting a attorney on Monday but u can also but a Lein on their surety bonds …call the used car board!!!give me a call -404-984-8205 jeff

  • steven marshall says:

    This post closing process is absolutely horrible….incredibly horrible….no one ever talks to you….the chat features and text messaging is worthless. I paid $1,696.55 for Carvana to to secure my title and registration on a purchase June 26, 2021. My temporary tags expire August 10, 2021. I just left the Maryland DMV and they have nothing on record from Carvana or any other information about my ownership of this car. I have tried to communicate with Carvana for 3 weeks about this and I get nothing but excuses. Today I was told by the DMV that I am subject to being ticketed for expired tags beginning August 11th…..your sales platform works….your final execution of the product to the consumer is horrible.

    • Kristin says:

      All of this is currently happening to me as well. It’s terrible. I am so upset and no one cares. It’s the only vehicle I have and now I can’t drive it. And no one at Carvana will tell me WHEN I will get my paperwork, nor will they extend the temp tag to cover the time between now and delivery of the paperwork. THIS IS CARVANA’S FAULT, and I’m suffering from their incompetence.

  • Anthony Dickey says:

    I decided to purchase a new car. I went to Carvana and everything seem to go smoothly. I got the car on May 6, 2021. Then 3 weeks later, May 27. I was told they had to rebuild my car. My trade-in was incorrectly done on my 2019 Toyota Camry. I had negative equity on the car and it took them 3 weeks to figure out the mistake. By then, my old car was sold and I couldn’t get it back. I offered to just give back my new car and be done with Carvana but no, I had to get another car with them or it would go on my credit report as a voluntary surrender. I went to get another car on June 7th and was promised that everything would go smoothly. Well that was again not true, later I got another rebuild, again after the 7 day return. This time they forgot to add on the negative equity, which meant even higher payments than before. I am over Carvana. It is not June 29th and I still don’t have a resolution with Carvana. I want to be done with it all. I wish I had never heard of this company and kept my old car. This is an awful experience to put it lightly.

  • J says:

    I HAVE BEEN DECEIVED AND SWINDLED BY CARVANA’S NEGLIGENCE

    Let me explain…

    I recently bought my dream car, a 2014 Subaru WRX Wagon. These are incredibly hard to find, let alone in good condition as 2014 was the last year the wagon model was offered by Subaru. Imagine my surprise when I found one listed on CARVANA. “Our goal is to make sure you have peace of mind when it comes to your new ride” – Carvana. These cars are tuned and upgraded to death. I figured one on carvana should be mostly stock and in a condition meeting their standards. With the exception of not receiving any out for delivery information, the buying process and everything up to delivery went about as well as can be expected. My excitement could not be contained as I had dreamt of this car for over 7 years. This being said, immediately following my delivery day, the magic of buying my dream car was replaced by immeasurable disappointment and unexpected stress.

    What follows is a rundown of my situation.

    I was sold a Totaled / Salvaged Vehicle by Carvana.

    This car was listed at above Excellent condition KBB asking price. KBB has these in excellent condition listed at around $16,000, Carvana had it listed for $19,500. I paid $22,500 all said and done. This car in fair condition is listed by KBB at $10,600. This car can be described as poor condition which they won’t quote. Lets call it a sub $10,000 car. The only damage disclosed to me was minor chips on the hood, otherwise this was in excellent shape according to the listing and Carvana’s standard of excellence. See Below.

    https://www.carvana.com/vehicle-reconditioning-standards

    1. My car was NOT inspected. I’m not saying Carvana missed a few things, I am saying they never even opened the hood. In the words of the Mechanic SilverRock sent me to (Silver Rock being Carvanas warranty repair partner), “It is not possible that Carvana could have popped the hood let alone looked under the car and not immediately noticed any of these issues”. The entire bottom of the car has completely rusted over and has to be replaced. A mere half second glance under the car is enough to see there is a serious problem. Not including the engine bay, brakes, and rotors, we are looking at over $8,000 to rebuild the ENTIRE undercarriage. I have an itemized quote listing 29 line items. Again, this is before we quote the engine bay, brakes, rotors, and any other unforeseen issues. If the car, being in poor condition, is worth less than $10,000, technically it will cost the value of the car just to fix the bottom of it. Beyond the rust, there are pins, screws, and clips missing all over the car. Again, a simple glance would have been enough to see this. Under the hood scoop is a guard that guides airflow into the turbo cooler intake thing (bear with me as I am not a mechanic). As soon as you pop the hood, it makes a noise getting caught on that intake as it lifts up. It’s falling off, this is because it is being held on by 3 clips on one side, the rest are missing. The whole thing moves around and it is impossible to miss as you lift the hood. If this blocks airflow it would produce extra stress potentially damaging the turbo through excessive heat. Then there is rust and other missing bolts in the engine bay. I have yet to receive a proper inspection and quote for any engine bay and other related problems so who knows what we are going to find there. I think it’s more than fair to say there are going to be some serious problems there as well. More to come when I receive that quote. To summarize, I was either sold a car that was not inspected or you knew about all of this and sold me the car anyway without disclosing any of it. Either way, this is beyond unacceptable and I could not be more disappointed.

    2. On Thursday May 27th at 2:50 pm, two days after taking delivery, I called into Carvana to get help as I noticed my car had rust, missing components, and was concerned about the inspection process. Allyson, the rep who took my call, assured me Silver Rock could assist with a quote. After she referred me to them, she assured me she would extend my 7 day return period to end on Wednesday June 2nd. The period was extended because we were facing a holiday weekend. Due to the Monday 5/31 holiday, I could not have the car inspected by the auto body shop until Tuesday June 1st the day it was previously set to expire.

    I took the car to Gerber Body repair on Tuesday June 1st and dropped it off at about 7 am. I then had a co-worker pick me up and give me a ride to the office. I then later took an hour off of work to Uber back to Gerber and picked up the car. The mechanic there walked me through everything he found wrong with the car in the realm of auto body. He said it was way worse than I previously thought it was. This is when he explained to me the extent of the damage. He would have to replace the entire undercarriage of the car mostly due to excessive rust. He noticed issues in other areas but would not advise as it was not in his realm of support. At this point I thought about returning the car, that’s when I realized my return period had not been extended as promised. Additionally, if I did return the car, I would be out all the money I would spend Ubering around not to mention the time and resources it would take to find another car. It had taken 3 months to find this one to begin with. Realistically, I would be out thousands of dollars in the end. I found myself beyond stressed, rightfully so.

    When I got back to work I proceeded to call Carvana. I did not notate the time of the call or who I spoke with but I recall the conversation. I explained my situation and my concerns and asked for a supervisor. I never did get to that supervisor however, the rep on the phone proceeded to help me. Basically they stated that they were sorry about the period not being extended and were willing to extend it further until 6/3 at 6pm. They Told me I would have to continue working with silver rock but could return the car if I wanted to. Being in my position, I had no idea what was best and chose to proceed to see if this quote would even be approved.

    6/2 at 10:30 Am I called Silver Rock to get an update on my Quote, spoke with Spring. They had not received it so I proceeded to email them the copy that was provided to me. I also let them know there would be future quotes for the engine bay. Silver Rock referred me to Pep Boys to obtain that quote. Turns out that was a waste of my time but more on that later.

    6/2 1:03 pm – 2:46 pm. I called Carvana and spoke with Terry who transferred me to Manager Jeff. I talked to Terry and again, explained my situation. I told him Carvana didn’t understand the gravity of this situation and that I needed to speak to a supervisor. After waiting on hold for nearly an hour I was transferred to Jeff who had no idea what was going on. Again, I explained my situation and experience with Carvana. I expressed my concerns which included but are not limited to 1. Carvana deceiving me by selling me a seemingly uninspected totaled / salvage vehicle. 2. Carvana not taking the situation seriously by pawning me off to Silver Rock as if this was a warranty claim. 3. My out of pocket expenses over the long term if I have to return a car for no fault of my own. Jeff Assured me that Carvana is all about their customer experience. He said ” If you want to keep this car, we are willing to do whatever we need to to make this right. If for whatever reason we cannot repair this vehicle or you decide you don’t want it, we will take it back. We will NOT leave you hanging with the bill for this car if you send it back. AWESOME. We went over other details and he insisted I would have to continue going through silver rock to have this fixed. I tried explaining that this was not a warranty claim but I digress. Jeff asked me to upload a copy of my auto body quote to a link he provided via email and text message. I have not done that as of today 6/4. However, if you are reading this, know that that task has been completed. One of the last things we discussed was my concern for paying for a certified used car that would be branded salvage / rebuilt. I was assured the value team(I may have the wrong name) would assess my quotes and adjust my loan accordingly. However, Jeff’s tone did not inspire confidence and it sounded like this isn’t something they usually approve of. That’s not going to be acceptable. After disconnecting the call I was advised by friends, family, and other parties that I should get something in writing just in case. After all, business is business and $22,000 is a lot of money to hedge on he said she said. Jeff had provided me with a number and sent me a text. I was told on the call that it was okay to text him if I needed anything. I sent him a text the morning of 6/3 right before 9 am. This text let him know I would update him with a quote. I also requested an email notating what we discussed over the phone and the resolution he provided. This made up the bulk of the text message. No response. Today, 6/4 around the same time, I called his line to make the same request verbally. He did not pick up and I left a voicemail. As of 5 pm Arizona time on 6/4 I have not heard from Jeff or received an email with all of this in writing. My return period has expired. This leaves me in a horribly stressful situation, I don’t know what to do at this point. Additionally, this morning I went to drop the car off at Pep Boys to have the rest of this car thoroughly inspected and quoted as instructed by Silver Rock. Turns out, they are mostly an auto body shop and could not assist me with any of this. I had taken time off of work to make this happen, again, NOT COOL. Now I am going to have to do more research and find some reputable shop that is within Silver Rocks standards. Pep Boys had a TON to say about Silver Rock and the reviews online seem to match what he was saying. I am not inspired with confidence.

    3. So here’s where we are at as of now, 6/4/21 at 5:36 pm. I am working on finding someone to inspect the rest of this car to accurately assess the issues that need to be addressed. Carvana has stated that I am safe. They are willing to cover everything and take the car back if I decide this didn’t work out, but they won’t respond to my requests asking for this in writing. As far as I know, I am stuck with a totaled car with no guarantee of this being resolved. I have taken time off of work and spent money on transportation, I am out of pocket over Caravanas mistake. I will continue to be out of pocket over Carvanas mistake as time continues. Hell, I am not sure this is even safe for me to be driving at this point. I mean if all the shocks, brakes, and literally everything under the car is rusted and needs to be replaced then I could be driving a death trap. No one has said anything about the safety and I cannot afford to uber everywhere so until someone tells me otherwise I will assume it is still safe to drive. Please note that while this is being treated as a warranty claim, this is NOT a warranty claim. Carvana wrongly deceived me and sold me this car while upcharging me based on their reputation of a safe car buying experience, including rigorous 150 point inspections. I’m confident this is illegal one way or another and I refuse to let you pawn this off as eh let’s have our warranty company handle it. I expect no less than the following:

    A refund that brings my purchase price down to the value of this car as it was sold to me.
    Any issues that present themselves to be repaired and paid for by Carvana as stated over the phone.
    A comparable rental car provided during the times I am not able to use my vehicle.
    Compensation for my time and resources spent while dealing with this situation.
    A warranty for the work done on the car.
    A reliable contact for someone at Carvana who I can reach out for future assistance with this problem.
    A signed document by an authoritative figure stating all of this will be provided and at Caravanas expense.

    Here is a list of issues I have found on my own. Keep in mind, I am not an auto expert in the slightest. These are issues an average consumer noticed in his first week.

    RUST ALL OVER EVERYTHING UNDER THE CAR. Don’t have to jack it up to see it.
    Left fog Light is out
    Battery has acid and rust on it.
    The hood scoop intercooler connector thing is falling off and blocking airflow.
    Turbo has serious rust on its connecting piece. Like, not one spec of it is silver.
    Engine components are rusted.
    Bolts are rusted.
    Bolts are missing.
    Body panel clips are missing.
    When I make sharp left turns, the loose front right wheel well pushes against my wheel making a loud grinding noise. (Terrifying when on windy mountain roads let me tell you.)
    The shifter does not feel like any other manual I have driven, grinding like feel. There may be issues there.
    Paint, the driver’s side was very recently repainted. The weather stripping was not masked properly and you can tell it was repainted as there is paint on that weather stripping where it should not be. By very recently, I mean that the masking tape covering the key hole is still there and covered in paint. It almost seems like Carvana repainted this car right before it was sold, no proof but I am sure that can be attained one way or another.
    This is what I can remember off the top of my head at the end of a very long week, you get the point. This was all before I had an expert look at it.
    I have given Carvana multiple chances but can no longer give you the benefit of the doubt. I am sharing my story and green lighting anyone who wants to run it. I expect a phone call with a satisfactory resolution offered in writing. I am done working with your customer service team and I am done working with Silver Rock. This is not a warranty claim and it will not be treated as such. It is time you take responsibility for your actions. If I do not hear back by Tuesday 6/8 by 12 noon, I will assume that this is not of concern to you. From there I will do everything I can within the confines of the law to hold you accountable for your actions. I am eagerly awaiting your response.

    Your Disappointed Customer,

    Jonathan Kreisman

    • Jim dinner says:

      Jonathan there is a lot you can accomplish with this you need to go see a lawyer. The lemon law dose exist. You will need copy of phone record for reaching out to them and the records for the inspection that you had done. And you will need the there website record showing that they do a 150 point inspection. The lawyer will take your case with out a retainer. It is a win win case

    • Kristin says:

      Similar issues for me. I’m so disgusted and disappointed that I tried Carvana. Did you get any resolution?

  • Ross says:

    Purchased my second car from Carvana and the first day it was in the shop the dealership said they would have noticed this problem during inspection but the company doesn’t inspect their cars at all they are bought at auction and polished up and sold they are fraudulent in their claims about inspections of their cars the car needed 3k worth of repairs to my car when I tried to swap it out they made me reapply and I still in 2 months have not seen my registration for my car what a joke buyer beware of this company you will get a polished up pos you will not be happy and you will be wasting your money

  • susan boggs says:

    I have never dealt with a company so unprofessional and lacking in customer service as I have with Carvana.

  • richard peebles says:

    Order: 6441543 2019 Infinity

    It has been TWO MONTHS and I still don’t have registration or title. Because I got no assistance from carvana to resolve these issues I attempted to self-register this vehicle. The DMV says I don’t own the car because I don’t have a title, therefor I can’t register this vehicle. They have no record of receiving documents from carvana. I am stuck with a hunk of metal sitting in my driveway that I don’t own, can’t drive and can’t sell. If I don’t get a resolution soon I will be filing a lawsuit and follow up with a social media blitz. Once they have your money you no longer exist. ZERO Customer Service.

    • steven marshall says:

      I have the exact same issue right now….just DMV and they have no record of me owning this vehicle and no record of any paperwork submitted to get the title and registration in my name….absolutely horrible post sale process.

    • Arm says:

      i’m going through the same issue right now. Have you guys resolved your issues yet? if yes, do let me know if you have some advice on how this can be resolved.

  • Mark D says:

    Sold my car to Carvana 10 days ago and my lender still shows my loan has not been paid off. Meanwhile, my payment is now “LATE.”

    I’ve been on hold for 2.5 hours trying to get an answer and NO ADVOCATES are “available” via their texting program…except “Sebastian,” the bot.

    They say on their answer system that they “quickly pivoted” to work-from-home customer response. If so, why, 5 months later, are they not able to give a reasonable response time? Their voice system says you’re “still working through these issues” Really???

    They’re NOT in the Car Business…they’re in the Customer Service business. And they appear to be failing miserably at that business.

    I’m going to Yelp, BBB and any other consumer support site I can find to let folks know about their horrific customer support.

    Mark D

  • Allison says:

    I purchased a vehicle from your company, within the first few months the tire on the SUV blew. I took it to a tire shop and the tire shop told me that a 2017 vehicle should not have brand new tires on it from 2011. That means the tires have been sitting on a shelf for years. 2 of the tires on the vehicle were from 2011. When I wanted to replace the tires with the same make and model of tire the tire shop told me that those specific tires have been discontinued. I sent your company emails, I sent them online tire sites showing that the tires do not belong on my SUV, I sent pictures, I sent the serial numbers of the tires. I spoke with one of your specialists SEAN on the phone, he said they would reimburse me for the tire I replaced, I want all of the tires paid for and replaced by your company.  This was months ago, I have not heard back from sean, I filed a complaint with the BBB and your company said they asked for the receipt, so I emailed it all to the BBB and now the BBB has closed the file with me unsatisfied because your company has refused to respond. Your specialist has sent me 1 email and 1 phone call. It is obvious your company does not care about customer service. I bought the SUV outright, plus paid for the warranty. I paid almost $30,000 for it and your company is unwilling to fork out less than $1,000 for replacement tires. The vehicle came with issues, a broken sunroof and tires sensors were incorrect. The tire sensors were a huge safety issue. YOur inspections are obviously  inaccurate if a sun roof came broken and the tire sensors were not correct. Again, I am asking for all tires to be replaced by your company.
    2017 GMC Acadia

    • Jai says:

      OMG That sounds horrible…. I am definitely reconsidering… if there was an attempt to resolve issues, I would honestly go ahead. That is the common trend in all these reviews. Lack of follow through with an attempt as resolution. I appreciate you for posting this review. I am not rich enough to get played. I am really sorry to hear that you went through all this and paid upfront too?! Yeah, not cool at all!

  • Brittany says:

    We had everything lined up for a delivery. Financing, down payment, paperwork, everything was done. Then they rescheduled because they lost the key for the car. Then we had to sign new paperwork. Then they still couldn’t find the key a week later and rescheduled a 3rd time. We ended up cancelling our order.

  • Courtney says:

    I find it absolutely deplorable that Carvana would put into place a new policy on 3/25/20 and make it retroactive to consumers who had received an offer and accepted it prior to that date. Essentially, anything they hadn’t printed a check for was voided. This is incredibly disappointing from a company I have admired and suggested to others for quit some time. I’m currently awaiting a return call from a “team member” regarding my situation. However, it was made clear to me via chat with Tyler, that everyone has advised to deliver the same message to consumers. That message is, we won’t honor any offers that aren’t already paid out.

  • Amber says:

    I would 100% not recommend anyone to purchase a car through carvana! This is the worst car buying experience I’ve ever had! I’m stuck with a faulty car because it’s past the 7day return period! I’ve had this car about 30 days and it has been to the shop 3 TIMES and it BROKE DOWN today while on the way to taking my infant daughter to the ER! They won’t provide me a rental car or let me swap the car! They just want to keep bandaging issues until my warranty is up and it’s no longer their problem. If I’m willing to stay with carvana and I just want to swap the car out (even after all the issues I’ve had) why would that not be an option!? Worst experience ever and I’m on the way to see an attorney now about this!

  • San Antonio says:

    They have the Worst customers service. The don’t honor their warranty. The 7 days shouldn’t include holidays, weekends or how long it for the car to sits at the mechanic shop. They blam the customer for there problem they create. I bought the car on 23 December2019 with the check engine light on

    The sale person told me that Carvana mechanic couldn’t figure it out. So I trust the salesperson that I should that it to a specialty mechanic and it could be fixed.
    I took the car to a specialty mechanic they said it can only be fixed by dealership. Sliver rock wouldn’t guarantee it would be covered under warranty. Carvana said they had a special team that handles this type situations like mine.. but Carvana wouldn’t guarantee they would cove it. I could not get the car in the 7-day window to the mechanic due to closed for Christmas holidays … was told it would affect the coverage.
    I talk to the customer service manager he said I should sell the car. Never do business with a company that does not stand by their warranty and does not make exceptions because of holidays and time in the shop that the customer can’t control.

    Email

    And for the phone manager that I talked to today that told me I should sell the car, that I just bought from Carvana should be fired or reprimanded for suggesting such an outlandish statement. He is the ideal of very poor customer management service. The car has been sitting at a mechanic shop longer than I have had in my possession he should be ashamed of himself.

  • Tonio says:

    I was all set to purchase a car with carvana. They needed documents. I got all the documents ready. Banking information was sent over and even verified by the carvana people. They talked with each other while I was in the three way call. It was all set… the car was to be picked up in 2 days. I was excited to get the car and use the vending machine. Carvana shot me an e-mail saying its a no go. WHAT??? After all the time I spent on line with getting all the information lined up, they say YES everything is there… then they come back saying NO. I’m still car-less and wasted a lot of my time on this car deal. You all aren’t on the cutting edge of the car buying business – I have to tell you. Was a great idea but these problems don’t help the consumers AT ALL!! Bad Business all the way!! VERY DISAPPOINTED!!!

  • 1 disappointed Garcia says:

    I bought a vehicle through Carvana- signed the purchase agreement- received delivery confirmation- and without even notifying me the purchase was cancelled! I logged into my account to confirm the delivery time and low and behold nothing was there….. I called Carvana (was on hold for over an hr-even though it kept saying your wait time is under 5 minutes) and they told me that the car was sold to someone else and that person is currently in possession of the vehicle!!!!! EXCUSE ME???? How does that even happen???? I was offered no replacement and told I had to speak with a supervisor- Supervisor couldn’t help after hearing from him over 24hrs later- escalated to Jeff in retention who assured me that all I needed to do was pick another car and I wouldn’t have to go through anything but scheduling and signing the new purchase contract because all he had to do was just click a button—–so that’s what I did- I picked a new vehicle let Jeff know and guess what……. Nope you cant get this car because my information cant be verified???? What?????? Now my information cant be verified- after I uploaded paycheck stubs- bank statements and ID?????? Complete BS!!!!! You guys messed up bad and don’t want to take responsibility! Get your act together and provide better service for your customers! After reading the previous posts I’m relieved that I didn’t end up with one of your lemons! I hope you have a good team of lawyers— future class action lawsuit is definitely in the cards!

  • r coston says:

    I sold a car to carvanna on 8/3 I had a payoff due on the 8/15 this payoff is still not made and now I’m looking at making a payment for something I don’t even have. This is not right. and nobody can tell me when the payoff is going out its like once the sale was done it was over. I need the payoff to go out before the 15th of the month and its already expired. bad business

  • Eugene says:

    Eugene Marble
    23324 Hyacinth Lane
    California, MD 20670
    4/3/2019

    Attn: Erinie Garcia, Jr.

    To whom it may concern:

    The car buying experience with you all was worst than dealing with a used car lot salesperson. I am having some serious issues with you all that I can no longer look over.

    First, your company delivered the vehicle over a week late due to location and operations problems on your part. I was dealing with a total loss and renting a vehicle at the time I purchased a car from your company. Your company cost me an additional $300 out of pocket cost for an extended car rental with Enterprise rent a car. Your customer serviced agreed to forward $250 to help cover the cost of the rental. I have yet to receive the $250 in any form.

    When the vehicle was delivered the vehicle had damage caused during the transit. The damage was located on both bumpers and along the passenger side on the vehicle. The Carvana delivery associate took pictures of the damage and instructed me how to get the vehicle fixed using the warranty. Here is the problem your company does not take into accountability concerning your customers. We may work and time may be an issue! With that said, I work for the government as a contractor in such; I travel at any given time, finding the time to get the vehicle estimated and fixed will require loss pay and leave from work.

    Registering my vehicle has been a nightmare, I filled out and submitted two limited power of attorneys. The first one sent to your staff was sent early Feb, and second, limited power of attorney was forward to your staff was the end of February due to an error made during the delivery of the vehicle concerning insurance state location your delivery person missed and failed to inform me. The temporary tags expired 3/7/19. My car has sat in my driveway for a month. Furthermore, your company could not process an extension for the temporary tags. Therefore, I had to result to catching rides to work and renting vehicles. Your company once again has cost me additional funds and frustration.

    I originally instructed your Carvana sales associates over the phone that wanted to put a down payment of over $6,000 towards the purchase of the vehicle which had cleared with my bank weeks prior to purchase. Only $2,000 was actually put towards the taxes and registration. Your company was supposed to move that payment to the new vehicle since I was financing through your lending arm. It didn’t happen!!!! Now I was stuck paying over $450 monthly payment for a $19,000 vehicle that should have been financed for $15,000.

    My disappointment with your service and the recurring cost that I can not totally that responsible for has caused me so much stress and frustration. This purchase DID NOT save me money and time. It cost me hundreds out of pocket, thousands of dollars via financial charges and countless days/time off work because I could not find rides to work because I can not drive the Carvana car I bought due to expired temp licensing plate.

    Very disappointed

    Eugene Marble
    240 309-0805

  • MARIO YEDLOWSKI says:

    BEWARE, BEWARE, BEWARE…
    MY INDIANA PLATES AND REGISTRATION NEVER ARRIVED AS PROMISED BY CARVANA
    THE TEMPORARY TAG (FROM GEORGIA) WILL EXPIRE IN A FEW DAYS

    I WILL BE MAKING PAYMENTS ON A CAR I CANNOT LEGALLY DRIVE.

    MY NEXT ACTION WILL BE TO HAVE THE THE FOLLOWING EXECUTIVES INTERVIEWED BY THE LOCAL NEWS MEDIA IN ARIZONA WHICH I HAVE A FRIEND WHO IS AN INVESTIGATIVE REPORTER.

    Ernest C. Garcia III
    Founder, President, CEO & Chairman
    1930 West Rio Salado Parkway
    Tempe, AZ 85281

    Mark Jenkins
    Chief Financial Officer
    1930 West Rio Salado Parkway
    Tempe, AZ 85281

    GENTLEMAN BAD PUBLICITY IS NEVER A WELCOMED
    AND IT WILL BE A JOY TO SEE HOW YOU REACT IN FRONT OF A CAMERA EXPLAINING WHY A CUSTOMER OF YOURS HAS GONE THRU SO MANY PROBLEMS?

    I WAS ON A CONFERENCE CALL WITH CARVANA & BRIDGECREST TODAY
    I WAS TOLD BY CARVANA THEY WOULD MAKE AN EXCEPTION BECAUSE OF ALL THE PROBLEMS I HAVE ENCOUNTERED AND THEY SAID THEY WOULD CANCEL MY CONTRACT AS OF TODAY AND I HAD 7 DAYS TO RETURN THE VEHICLE AND THEY WOULD CONTACT BRIDGECREST WHO THE LOAN IS WITH TO CANCEL THE LOAN.

    BRIDGECREST AGREED THEY WOULD DO SO IF CARVANA CANCELS MY AGREEMENT
    CARVANA HAS NOT!

    SAYING I CAN GO RENT A CAR UNTIL THE PLATES ARRIVE?
    I HAVE BEEN PROMISED PLATES FOR WEEKS AND STILL THEY HAVE NO IDEA WHEN MY PLATES WILL GET HERE?

    GENTLEMAN I WOULD WELCOME A CALL FROM:
    Ernest C. Garcia III
    Founder, President, CEO & Chairman
    1930 West Rio Salado Parkway
    Tempe, AZ 85281

    Mark Jenkins
    Chief Financial Officer
    1930 West Rio Salado Parkway
    Tempe, AZ 85281

    YOUR EMPLOYEES CERTAINLY CANNOT HANDLE THE JOB!

  • Ethel Gamez says:

    Purchased a vehicle with prior Damage, this was not disclosed and concealed. Illegal and this is fraud.

  • Terri Holland says:

    My daughter bought a car in Dec. 2016. She still has no way to obtain legal registration & tags for the car because Carvana has lost the title. She has spent hours on the phone with nothing but promises to provide the necessary title. She is a veteran with a service dog. She needs her car, which she’s making payments on. No one is doing their job. This company is not dependable. BEWARE!!!!!

    • I WILL GET JUSTICE says:

      YOU ARE RIGHT THERE ARE NOT DEPENDABLE THEY TOOK MY MONEY OUT MY ACCOUNT AND NEVER DELIVERED THE CAR, THEY ARE LIERS, THEY PLAY ALOT OF GAMES GOING BACK IN FOURTH. THESE PEOPLE ARE COMMITING FRAUD AND I AM CONTACTING THE FEDERAL TO RREPORT THEM.

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