Same old story – I wish I would have listened to the many reviews about how bad Carvana is, including the delays in drop offs and pick-ups. But I thought that it must just be an occasional, once-in-awhile thing, and unlikely to happen to me.

All started off great – found the car we wanted for a reasonable price to be delivered for free when we wanted it delivered, and all was going smoothly. As I quickly worked through the online forms, I smugly compared this to the bad stories of buying used cars in the past from dealers or unknown individuals. The Carvana concept is a great one, and I was comforted by all the assurances that Carvana was there to make life easier for car buyers. We made an appointment to have our mechanic inspect the car the day it was supposed to be delivered (just to be cautious – after all, Carvana promised a 150-point inspection in advance), and then planned to take the car on a needed vacation with the family.

Then two days before it was supposed to be delivered, I got a flippant text saying that the delivery has been delayed for ten days, and oh that they are sorry of course. That was the day that I learned that the Carvana Credo is "Over-promise, under-deliver – literally, apologize, repeat." I immediately called them and said that they cannot do this to people, saying that they obviously need to learn more about logistics (using a Seinfeld-inspired line that "your whole business is getting a given car from point A to point B when promised, and you can't even do that!"). They were very apologetic, which I learned over the next few days, is their standard approach. After a few phone calls, I learned that our car was sitting in a nearby city about 100 miles away (making me wonder out loud why it would take 10 more days to get it to me, to which they – you got it-- apologized). After way too much time on the phone, I was able to set it up so that I could go pick up the car in a few days. They promised it would be all set when I got there and that all would be fine, and even said that I would receive $250 from them for my trouble (not even close to covering my time and gas as it turned out, but still a gesture that made me think that the bad times were behind me and that it might just work out).

Then I saw in my online account that they now were changing me $500 for delivery – that is, it went from free delivery to my home to charging me $500 for me to drive 100 miles to pick it up. So another way too long phone call with them apologizing. The "customer advocate" (so much is wrong with this term) said that they would refund me the $500 a few weeks after I got the car. With little trust in Carvana at this point, I did not want to go this route and said instead that they should just erase the delivery fee. At this moment, I did see that they person on the phone was indeed being my advocate, helping me work around their poorly-functioning company – they confessed that to try to erase the fee, it would put us back at square-one and that I would have to start all over again in terms of arranging the pick-up, perhaps losing my place in line. Wow. By now, I am starting to be in awe about the depth of dysfunction in this company. If I only knew what awaited.

As I am driving to pick up the car with my daughter, half-way into the trip, we get a call from Carvana. They apologized and said that the car would not be ready for another week, and they wanted me to know before I drove to the pick-up center (them thinking they were being thoughtful). I told them to hold on. We pulled over at a rest area and my daughter wisely left the car as I continued the phone call. I admit I lost it, yelling righteously about all that has gone wrong already, that we are going to continue our trip, and that the car better be ready when we got there. By now, a supervisor was on the phone. They said that the car was not at the pick-up center, instead 8 miles from the pick-up center, and that, sorry, I could not go get it where it was. So I suggested without a hint of sarcasm that they send someone over to pick it up and get it to the pick-up center. This discussion went back and forth for a while, and they said they would call me back in 10 minutes. And they actually did call me back in 10 minutes, saying that the car would be ready when we got there.

My daughter and I talked about just forgetting about the car and going elsewhere. (In my many phone calls up to this point, Carvana had suggested several times that I could easily back-out, no problem. I am guessing that this is what they wanted me to do because I was being too difficult for them. Note that I do not enjoy being difficult, it is too much wear-and-tear, but it was the only way to work around all their dysfunction.) But we wanted this car and decided to continue on with very low expectations that we would actually get the car that day. Perhaps that is the key when dealing with Carvana, have very low expectations. This time it worked out. We got the car with no drama with the pick-up. We spent time inspecting it, and it checked out. But on the ride home, I noticed that the car shook some when over 60 MPH. Something for our mechanic to check out I thought.

The next day, our mechanic said most all was great with the car, except that one of the front wheels was badly bent. I guess that making sure that the wheels are not badly bent is not among the Carvana 150 points of inspection. Rather than dealing with Carvana on this matter, I decided to just pay for a new wheel so we could take the car on our vacation. And then await our checks for $250 and $500, along with the registration and title. We again had low expectations that this would all work out, and were especially concerned about the registration and title, given what we had read in the reviews about ongoing troubles with this part of the process. And again, the low expectations trick worked, for everything arrived as it was supposed to.

Was it worth it? Not even close. I would rather do battle with dealers or unknown individuals when buying a used car – at least I would know what to expect. Carvana is not a better way, just a different way to make you feel stupid when buying a used car. Finally, Carvana, I do not want to hear anything from you in response – you apologize and over-promise so much that no one takes your apologies or promises seriously.

To begin, be forewarned…this is going to be a LONG review, but sadly and honestly it has to be because every single aspect of dealing with Carvana has been truly awful. In just a few words, Carvana SUCKS; their easy breezy advertising campaign is FALSE and total BS. Their motto 'We'll drive you happy' has literally taken away hours and days of my life and their slogan should be 'We'll drive you crazy and lie to you" instead. They will lie to you. And if you call them out on the lie they will tell you that you weren't lied too but just 'misinformed'. This is a recurring theme as you'll see. Read onward…

Where do I start? First off, their chat feature is abysmal. You never know who you're talking to and every agent gives different information (and misinformation) without actually reading what was spoken about before. It's like starting over every time and it's infuriating. Their excuse is 'if you don't respond within 10 minutes then you're switched to another agent'. Ok well, what about when it takes the agent over 10 minutes to respond? I can't tell you how many times I asked a question after receiving something totally off and then they never respond to it.

Secondly, I went out of my way to get a loan for this car and purchased insurance ahead of time to reserve the vehicle. I found a car we wanted and entered all of our information including insurance and loan information and was told it was being held. All of a sudden the car was gone and someone else was purchasing it. I called in and they told me it was an error on their part but that they'd help me find a new car. I should've gotten out at this point…live and learn.

The problem is I had to get on loan on that specific car. It was approved. So after losing the first car, I had to go back to the bank and get ANOTHER LOAN on another new car. So I finally found a second car and started the process again with a new loan. This time after entering all of my info again, I called in and talked with someone to make doubly sure that I wouldn't lose this one while all the loan approvals were being worked out. They gave me an extended hold, but as with everything else with Carvana things were not as they seemed….

And here is why…. We were also going to trade our old car in, but when I uploaded the title I was told the it wasn't valid because it had handwriting on it even though it was a valid title. I was instructed to go to the DMV to get a new title with no handwritten signatures on it. So I went to the DMV and paid money to get a new title but was told it could take up to four weeks for it to arrive!

At that point, when trying to figure out whether we could actually pay the remaining balance or were going to wait for the title to come for the trade in, I was told that they'd given me another 10 day lock on the vehicle. What they didn't tell me was that it cancelled out my order and reset everything including my delivery date. By doing that they failed to inform me that it would totally change when we'd get the car and delivery was delayed by over 10 days! Eventually we just decided to sell our old car locally, but it was too late and our Carvana delivery was seriously delayed and they would not change it even though it was again their fault this happened.

After they screwed me over for my delivery date, I asked if it's possible to come pick the car up earlier from one of their hubs. I was told they couldn't even check on that possibility without resetting my entire purchase again and losing my delivery date again! In the end, they compensated us for this error by sending us $100.

Next phase next problem…The car finally arrives and has a bunch of dings and scratches that were not listed on the Carvana website. We go over the car thoroughly inside and out with the driver (who was really nice by the way). She documents each of the issues by writing them down AND taking photos. There were 6 issues in total, but by the time Carvana gets back with me they say only four were submitted. I was told to re-photograph the other two and re-submit them through my online dashboard. From that point onward, those two got approved but the previous four were voided. This has gone back and forth, back and forth with the local detailer and SilverRock, the insurance company Carvana deals with for weeks now and after a month's wait these things were finally approved. It took me HOURS on the phone and texting back and forth with various people to get it all sorted. The confusion with Carvana is staggering. The right hand does not know what the left hand is doing and at one point I have SilverRock telling me it's up to Carvana to approve it and I have someone at Carvana telling me it's up to SIlverRock. At a certain point I am told none of the repairs were approved but then realize they'd made another mistake. I think they're probably the same company, but they each give different information. It's a complete cluster.

Cue next issue…. The temporary license plate expires. I am told I was supposed to receive my paperwork and plate before the temporary plate expired. When calling in to check on when the plate, I was told by one person that if it does expire before it arrives that I can log into my dashboard and print out an extension plate. So yes it indeed expires and there's no paperwork yet. I log in to download the extension plate and I come to find out that's not possible and write in again asking about why and am told "You can't print another temporary plate. That's not possible'. When asked why someone told me that, I again was told that I was 'misinformed'.

So I drive with an expired plate for almost two weeks before the paperwork package arrives. They were supposed to send me a license plate and deal with all of that on their end. When it does arrive, there's no plate in it and I am told that I have to go to the local DMV to take care of it. (Many of the forms had our names misspelled by the way.) When I get to the courthouse, I am told I owe $1300 in fees and taxes. These are fees and taxes that I've already paid to Carvana! The local courthouse tells me that Carvana should've sent me a check for that if they couldn't provide a plate. News to me!

When I get home I contact Carvana again and am told (actual quote via text), "Ok, so yes it looks like, much with every other aspect of your Carvana experience, your check for the refund was missed, however they are submitting it now, should be for about $1200, and it should be arranged to send out right away, so within the next 24-48 hours." A little over 48 hours later I follow up because I haven't heard back and am now told that it will take 30 days to be approved and another 10-15 business days after that to arrive! I call in angrily informing Carvana again that this was admittedly their mistake and that I've paid $1300 twice now and had to put the recent amount on my credit card, so waiting 45 days for their check wasn't acceptable. When I showed them the exchange with the previous agent apologizing to me and saying it'd be sent out within 24-48 hours, I asked if I was being lied to again……and again, I was told "No you're not being lied to, you were just misinformed".

Four different times during the entire process I called in and specifically requested a customer service supervisor to give me a call back. I was told every time that one would call me back within 24-72 hours, but not once has a supervisor ever called me back. Most recently with the $1300 extra charge I called in and PLEADED for a supervisor to call me back and was again told they would within a certain amount of time and it NEVER happened! In fact the woman I spoke to on the phone was totally rude to me about it all.

After not hearing back from Carvana again for 4+ days, I again wrote in and this time told them I'd be reporting them to the Better Business Bureau and would get a lawyer if I had to. I received this message in response to that: "Please have in mind that if you initiate legal action you will only be able to communicate with us via written correspondence over mail." followed by booting me off their text feature with: "We're sorry for bothering you! You are successfully unsubscribed from Carvana marketing text msgs. Reply SUBSCRIBE to opt back in!" Unbelievable.

From the very beginning throughout the shopping, buying, waiting, paying for, delivery, insurance because of flaws on the car to dealing with plates and registration, every single aspect of dealing with Carvana has been an incredibly dysfunctional and excruciatingly horrible experience. This company is complete trash and I can almost guarantee they've ripped other people off that haven't stayed on top of them and their many many errors the way I have. If I hadn't contacted them about the extra $1300, they never would've sent it to me or mentioned it again. The jury is still out if they actually will. Apparently the 'check is in the mail', but they say they have no tracking information to send to me because 'it's through USPS and it's all internal' whatever that means.

PS... Not to mention, their on hold music is horrid country pop music on repeat…. The same songs about driving over and over. Ug! AVOID this company like the plaque!

Below is a summary of what I have been experiencing with Carvana since purchasing a 2018 BMW X1 28i with 24,545 miles on it on 3/31 I have been severely wronged by Carvana. I will begin with the first issue that has uncovered a car being sold by Carvana without full disclosure of prior flooding damage. The car was dropped off on 3/31 with a check engine light displaying two days later. I then took it to the first shop Monro an approved repair shop by SilverRock. Monro pulled up several codes and stated the Breaks have massive red dust, and when they drove it felt there were no pads, & shocks, but they do not specialize in those cars so I needed to take it to BMW for the codes and Breaks. So from 4/1 - 4/5, the car was in two shops Monro had it for three days BMW had it for 1. BMW replaced the sensor and said that the breaks were ok, I asked did they check them and they said yes. It has now been uncovered and addressed with BMW corporate/service that they had not done a full inspection on the breaks but focused on the sensors. This was verified when I once again took the car back to BMW on 5/24/22 complaining of loud scraping sounds when you turn right or left on the car. BMW came back with an estimate which is the link you will see below for the replacement of breaks, rotors, etc. This of course was a bill of over 2K which is normal for breaks to be replaced for BMW but to go from just 5 weeks ago saying they were found to be ok to everything being replaced tells me something was overlooked and not right. I immediately took it to a third shop Steve Automotive. 1st to address the breaks and confirm all of those things now needed to be changed and 2, to have a full inspection done by a dealer who does not deal with Silver Rock to have a complete diagnostic of the car's undercarriage along with the brake replacement since their fees would save me close to 700.00 dollars on the brake job. From the original diagnostic done by BMW for the breaks, Silver Rock stated it was not covered as it is regular wear and tear. When I went the second time trying to explain that this is due to Flood damage I have proof they refused to accept the claim.

So I have the car at Steve's for the brake job and the deep diag. I get a call from Steve's shop to tell me that the reason the breaks, rotors, and sensors, had to be replaced was not normal wear and tear but due to water damage had my car been in a flood. I said no-showed the carfax etc. they said that report is not correct and proceeded to walk step by step showing clear signs of rust, mud, etc. on so many parts I couldn't breathe. Here I am out of pocket 1,576 for breaks etc, 180 for BMW diagnostic, 120 for Steve's second diagnostic, 45 dollars for Lyft when only having the car for less than 60 days and being on business trips for 50% of that time not driving the car and now I still have a problem, this car will not pass state inspection in MA. Steve's shop proceeds to take photos of everything and tells me I need to immediately contact Silver Rock for reimbursement due to the real culprit. I am still within my SilverRock limited warranty time frame and reach out to them and was told that I would need to address this with Carvana as SilverRock does not handle this.

I immediately contact Carvana beginning on 5/25 since that was the day I was able to pick the Car up from Steve's shop. Now you may be thinking what I thought, 1, why didn't BMW do the full diagnostic after I came in from Monro with the break complaint, 2. Why did Steve's shop do the breaks if they knew the damage was a lot more egregious than just breaks. But frankly, those are afterthoughts as it starts with Carvana selling the car with clear signs of undisclosed damage as it relates to a full inspection.

On 5/25/22 I get the first Carvanna Rep on the call. As of 7:40 PM Est yesterday I have spoken to 9 different reps and 1 Senior Lead regarding this. I explain the full story I have outlined above. They got their Senior lead involved and set up a "Delayed Return" based on the case, and all supporting documentation. My car was not financed thru Carvana but Navy Federal due to a more favorable interest rate at that time before the interest rate hike in April. I was told to submit all documents and they asked what would I like to do to get a new car or get my old car back as I traded in my good card to get the BMW. I stated I want my old car back and was told since it has been past the 7-day normal return window and so my car is no longer available to me and that I was fortunate I called in with this issue now as if I had waited just 3 days more I would not have been able to do anything about it. I then went thru the process of looking for a new car thru Carvana and didn't want to but again I travel for my business and without a car, there is no work. I also wanted to avoid applying for a new loan which would fall under a new interest rate due to the rate hikes, new loan application, and of course higher car payments.

To add insult to injury the car that was swapped has been in the shop since yesterday at Firestone Auto Care due to the car shaking when coming to a stop. I am waiting on the diagnostic which should be completed today by 4:30.

So now my only options are:

Return the BMW, and have no car for a while until rates go down. ( Vehicle was canceled on 5/26 and picked up on 6/8/22 by Carvana)

Swap it for a new car, pay higher monthly payments and interest with no extended warranty Infinity QX70 was swapped, more mileage, later model (2015) Fewer features. By the way, Carvana dropped this car off the day they picked up the BMW and it had to immediately go to the shop due to non-disclosed issues (breaks, calipers, pads, rotors (36,555) mileage.

I did everything a responsible buyer does to prevent and mitigate and yet I am the one holding the bag with an impacted debt to credit ratio. I am writing this letter because I am being penalized. After all, Carvana made this error. I should not have to choose to add an extended warranty when it should be added due to this extenuating circumstance, I should not be forced to keep a damaged car to keep my interest rate or payment or pay more for less with long-lasting credit implications that would negatively impact other areas of my life. I am asking your station to please inform your audiences DO NOT BUY FROM CARVANA AT ALL COSTS. Our stories are real, Massachusetts constituents are being taken advantage of and lied to, then put in horrible situations like my own. Since 5/26/2022 I have made every attempt to make Carvana make this situation right and make me Whole. I do not want to get a runaround from CS agents who do not have the authority to address this head-on.

To date, I am still paying on the BMW loan with a loan pending for the Infinity that cannot be released until Carvana pays off the first loan. I requested leadership get engaged to address my issue and a so-called Executive Advocate told me he could help to call me back two days later and tell me my only options are to take the car back or get a new loan. They refused to offer any concessions or even reduce the amount of the BMW to a savage amount knowing they sold a salvaged car that I financed. They offered to take it back but it was still a penalty for me. To add insult to injury they are trying to add a negative equity amount from a car I traded in back in March for the BMW which is not financed thru them but thru Navy Federal that I already paid Navy Federal for and they sold my trade-in. This entire situation now prevents me from getting a loan for a home all from trusting CARVANA and due to a ballooned car monthly payment may cause me to be without a vehicle to support my family. Just yesterday the Exe Advocate told me that they have to locate the BMW as their cars sell fast.

PLEASE INFORM YOUR AUDIENCES PLEASE HELP ME GET THEM TO RESOLVE THIS ISSUE!

I really want to use foul language to emphasize how much I hated the whole Carvana buying experience, but I shall refrain. I also wish I could leave a zero star review. It seemed too good to be true, how easy it was, and by goodness… it was too good to be true. My story starts on April 8th, 2022. I am writing this on the 19th of May 2022 (at least it is the same year). I had just been hired in a new position and I had the offer letter to use as proof of income. I got approved to finance through Carvana so that is what I did. I uploaded all the documents that they required of me, and by the 10th or 11th of April, I was told I was getting a car delivered to me. It was crazy how easy it seemed. It was almost as easy as ordering something off Amazon. Lo and behold, I would find out very differently and every time I got my hopes up, Carvana would kick my kneecaps backward and while I was writhing on the ground in pain, give me a kick in the ribs for good measure.
When I ordered the vehicle, I resided in Pittsburg, NH which is extremely remote by almost anyone's standards. I opted for direct delivery because I didn't want to inconvenience anyone by having them give me a ride to a pickup location. They made it sound like pick up locations were in Boston, MA or Pittsburgh, PA. Most people that I am close enough to maybe ask for a ride, have a full-time job and can't just go drive around. I do hate to ask for help with almost anything, but that is on me. I also want to note that Carvana's website says that once you are approved, your delivery will be scheduled within 5-15 business days. Again, I was approved just a few days after the original application date, but let's just say that I was approved on the 15th of April. 15 business days would put my vehicle delivery on the 6th of May. Everything seemed good though, and after speaking with one of their representatives a few days after I was approved, they said the vehicle needs a pre-delivery inspection. Ok, fine, no worries. After the inspection was completed, they would call me to schedule delivery… another week goes by. I end up calling every day to try and get answers on my vehicle, but all they tell me is that it is in queue to be inspected in Texas. After talking with someone everyday for almost two weeks and getting the same answer of "we will send a note to the inspection center", someone is finally able to tell me that my vehicle isn't even at the inspection location, and someone must get it. Imagine if I hadn't kept calling them? I wouldn't have my vehicle today; I can guarantee that at least. My vehicle arrives at the inspection location, and I leave them alone to do their thing. For the record, I was not rude to anyone because I have worked in customer service, and I know that some things are completely out of your control. After I get a notification that my vehicle has been inspected, I call to see about delivery. Delivery to Pittsburg, NH for an extra $600. I understand the fee, not complaining, just want to point out the facts. Every time I talk to someone, they cannot give me a delivery date… but the website says 5-15 days…? Why is this such an issue? After becoming even more frustrated, I say fine. I'll pick it up. Where can I pick it up? "Oh, you can pick it up in Manchester, NH (3 hours south) on the 7th of May!" Ummmm…. Why is there magically a delivery date? And they wanted to deliver it to a Hannaford's grocery store parking lot too… I am too exhausted by these people to argue. Ok. I'll be there.
Another thing to note is that I have been looking for an apartment to move to for a couple of months at this point as well. I had very little luck due to demand and prices of places. I lucked out and got a place with last minute notice and it was available right away. I moved in on May 4th. Now I have to change addresses and everything, but hey, I'm so much closer to the delivery location of my vehicle that would be there in supposedly 3 days' time. May 5th comes around, I'm unpacking, cleaning, etc. I get a notification that delivery has been rescheduled to the 17th of May (a day that did not work for me). I feel like I shouldn't have been surprised, but alas, I was not. Not the fun kind of surprised either. The kind of surprised you get when something negative and unbelievable happens. I am so annoyed. I call, again, not rude but clearly frustrated. I need a vehicle. I say I am going to get a rental and ask them to pay for it or reimburse me. They don't do that, but they'll send me a check for $250. Wow. Thank you for that. My rental was over $1000 and it was the cheapest one I could get while still being able to fit my dogs in there. I mention that I moved too, and the lady said she needed new proof of residency. Well, I don't have that because I just moved and none of my utilities are updated to my new address. I have my lease agreement, but I need at least two documents with my address. After disagreeing on some things, I just say, "You know what? I didn't actually move (as I am standing in my new apartment). Just keep my address as Pittsburg, NH." Oh ok. All your documents are fine then, she says to me. I thought she was messing with me. I thought she was giving me a taste of my own sarcastic medicine. Nope. She says everything is fine. Whatever. All I can think about is how much I hate dealing with Carvana and I wish I had just gone to a dealership.
Why didn't I cancel the order and do just that, you ask? My credit had already taken a hit and why is it this difficult to deliver a vehicle? If I gave up, Carvana would've won. At this point, I am so far into this fight, I can't back down. I won't.
I told them the 17th doesn't work for me and we made the delivery day move to the 19th. Not Carvana's fault there. The morning of the 19th comes around after having to drive around in a rental. I have a text message from Carvana… "Your car is being delivered tomorrow" which for me would've been the 20th and not the 19th. I text back "you mean delivered today, the 19th of May?" Text reply "Yes." Phew! Ok. But now they need proof of my new address even though they said everything was good. Maybe I deserved this for being sarcastic earlier. Whatever I sent, (I don't remember at this point, but I know I was following their directions) wasn't going to work. Fine. I send over my internet service contract (not the actual bill) because my bill has not been published yet since I just moved. Both this document and my lease have the same zip code, but one says Concord and the other says Penacook. They share a zip code. I know they can hear the strain in my voice because it is the 11th hour, and I feel like once again, Carvana is going to screw me over. I ask them to think logically. If you type in ******* into Google, it lists multiple towns in Merrimack County of NH. No. They need two documents with the same city/town on it. I am scrambling to change any of my utilities to Penacook and hope that I have two documents with either Concord or Penacook as proof of my address. I am also scheduled to have a meeting with my supervisor over Microsoft Teams while all this is happening. Luckily, she was very understanding and patient. Still, not a good look to handle other business during your work hours. I finally get them the two documents and after about 2 hours of this, they accept what I sent them. In my opinion, at least one of the documents was not as solid as something I had sent them previously, but they denied the one that seemed more solid and took this new one. I could hear this man's supervisor in the background, and she sounded like she had some kind of complex about being in a position of power. That is also my opinion, and I don't have anything else to base it off of. Take it or leave it. The delivery guy calls me and sends me a picture of something missing on the vehicle that a claim will be submitted for, or I can wait and have them fix it today. I'll submit a claim. Just please deliver my vehicle. Instead of bringing it to Manchester, the guy delivers it to my door, for which I am thankful. However, up on the flatbed, I notice a panel that appears to cover the tie rod on the passenger side is missing a bolt and hanging down. I mention it. It gets brushed off. Whatever. I can fix it. I also notice some chips and scratches that were not divulged when I first looked at the vehicle (internet pictures). Again, whatever. I took pictures and I will see if it is worth arguing with them over. Probably not, judging that they only gave me $250 towards a $1000 rental (I do not have that check yet either, btw).
The good things they gave me were two, $25 gift cards, topped off my gas tank, and delivered my vehicle to my door. So…thanks? They told me over the phone previously that the gift cards could be used for gas. The gift cards were nothing I could use for gas, in actuality. They were quite specifically for Fandango movie tickets and the other one was for a group of restaurants. I don't usually pay to watch movies, but if I do it is from the comfort of my own home, and I rarely go out to eat. I enjoy cooking. Anyway, I really could have used the gas cards. The average price of gas in NH as I write this is $4.676. I also signed all the documentation that they brought so that I could have my vehicle registered after the 7 day try-out period. The delivery guy installed the 10 day temporary plate on my vehicle after I signed and he looked at the documents.
It has been 7 days since my car was delivered. I like the car, but it does need some work. Some minor cosmetic issues and likely an injector issue. The vehicle skips when I accelerate. I am having it looked at tomorrow through an approved repair location, that SilverRock (the Warranty Administrator for Carvana) has listed. This morning I get a notification that Caravana will be sending ALL of the registration documents to me because they don't have them, and they need them signed by me. I already did that at delivery but ok. They say it's maybe because my address has changed. Ok, well we went through that extensively on the day that my vehicle was delivered via phone. Again, I signed the registration documents that they gave to me when my vehicle was delivered. One of the documents that I filled out when it was delivered was also a NH change of address form and I gave that to the delivery driver. So now I have to get this new registration packet via mail, and send it back to them, in hopes that I can get my vehicle registered before the 10 days for the temporary plate runs out. What do you think the odds of that happening are? Feel free to discuss amongst yourselves. Place wagers if you want. Someone should at least have fun with this or benefit from it.

I will never go through Carvana again. The most frustrating car-buying experience I have ever had, and I feel like that is saying a lot. Sometimes in-person dealerships can be a lot of hassle. Nothing I have ever dealt with has come close to this experience. Carvana is a complete joke of a business. I absolutely do not recommend them to anyone, ever.

"Are 12 times of delay enough to get a car from Carvana?" "No! The correct answer is: 13!" Mr. Li starts the narrative of his sad and extraordinary experiences by this self-question-and-answer, ironically.

Bin Li is a visiting scholar of University of North Carolina at Chapel Hill, coming from China. "Before I departed for Raleigh-Durham International Airport in last September", he said, "I proudly told my friends that there would be my car in the airport waiting for my arrival." In fact, he entrusted his niece there to buy a used car for him, from Carvana, an online dealer and a public company listed in New York Securities Exchange.

However, unfortunately, his niece was notified that a delay of delivery would happen due to "transportation issues", and the new delivery was rescheduled to September 29,11 days later. "I suspected how transportation issues could cause such a longtime delay again." He had to rent a car for his families after getting off the flight.

On Sep 28, in the wake of an exciting message reminding the "upcoming" delivery, another disappointing notification arrived, like a fire cooled suddenly with a basin of water. Mr. Li and his families did not know that this was just at the early stage of their struggling and painful experiences as long as 117 days.

"As reminded by the messages from Carvana, we had considered many times the possibility of changing the order into another vehicle, but the next delivery date was always so close, which made the idea seemingly insane", Li added, "Carvana also noted us 'the changing your vehicle order doesn't guarantee it will arrive sooner'. And, my wife liked the car that we have spent much time to select, and to order finally."

"We were like a cow towed with a rope," Li said, "from a station to the next stations, in a sequence." Through the frequent online or telephoned communications with Carvana's advocates, Li and his niece came to realize that the rescheduling manner was only an algorithm set up inside Carvana's computerized system, and the "transportation issues" were just an automatic standard excuse of the "machine". In fact, his car was located at Concord, only 122 miles away from Chapel Hill.

"A sympathetic employee of Carvana at Concord voluntarily promised us to drive the car to us on a weekend day," Li said, "however, before she set out, some of the alarm lights in the dashboard turned on. She pulled back, and told us that the car was problematic." It seemed the truth was emerging.

"I was able to locate the car at the Reconditioning Inspection Center there in NC. The news was not great", wrote a manager to Li. Then, Li asked her, for multiple times, what the problems were in detail, and how the future will be, no reply.

Li became frustrated and worried more, returning to the idea of changing the car. Nevertheless, the market of used cars rose significantly, Carvana was making great revenues, and its stock price hiked, but they were not good news for Li – He must add thousands of dollars more on a new equivalent order.

As an economist, Li exerted his best efforts to persuade Carvana to provide a special discount for him to make the new order, as the following: First, since Carvana defaulted on the delivery, Carvana is obliged to compensate any losses of the buyer; Second, Carvana provides a special discount for the buyer to replace the order with a new equivalent one, without additional price of Li. Third, when the car discarded is repaired well, it can return to the market to sell at current higher price, to recover the special discount paid by Carvana – thus Carvana will actually cost nothing to avoid more defaults.

Li was satisfied with his intelligent new idea to be hopefully accepted by Carvana. In fact, Carvana replied to him immediately with the policy of "no haggling, no negotiation", warning that once Li and his niece turned to other dealers, any compensations or discounts promised would become invalidated.

"I was totally locked. Inducements first, then the deadlock. Our families' sentiments recycled among hopes, disappointments, angers and even tears, again and again. It was a tease, an oppression, and a trauma. Legally, I think we were deprived of the consumer rights of selection. My son walked alone in the wintry wind after school, which saddened his mum."

Li angrily submitted a complaint to Attorney General Office of North Carolina for help, returned with letters from Carvana "full of mistakes and rogue theories", Li introduced, based on the paper work, "Carvana quite clearly argued, through its well-known 7-day Money Back Guarantee (7DMBG), that it has authorized buyers to freely discard any orders made, therefore, Carvana itself acquires the freedom not to abide by the commitments of delivery date, as well as the freedom to reschedule delivery unlimitedly. This is a slippery, sophistical and ridiculous theory -- Buyers have ever been free to cancel deals in case of sellers' defaults on delivery. Carvana argued that we did not pay any money before delivery, but our money had been staying in the bank account all along, under prompt examinations of Carvana. And, we were induced to stay in the deal, suffering so many pains; we had never been free to place the order, and never thought of abusing the privilege of 7DMBG." Li added, "Besides, Carvana hinted that it was we buyers' persistence that forced Carvana to repair the car, and then to default on the delivery for 12 times, thus, we buyer are alleged as the true wrongdoers. Maybe this was the reason why Carvana broke its promise, stopped paying the daily-calculated compensation and finally refused to provide for us any compensation since 11/24/2021, totally 50 days waiting without any quid pro quo. We did not know the stop and refusal until the real delivery came. Carvana deliberately misled us to wait. This deliberation can be evidenced by a lot of documents. Carvana's website was designed simply and evasively, not clarifying many relevant issues in advance."

"In fact, Carvana was selling a car that it could not deliver," Li explained, "when we placed the order in August, it was really in repair, which Carvana has admitted with written words. By far we still did not know how my car was repaired in detail; this un-information violates the law. Carvana uses strategic ambiguity to pacify complaining buyers while expecting their abandon of the orders, to make profit in the rising market. Obviously, Carvana has used these tricks on abundant buyers; they are harassed and confused by Carvana's messy messaging system, and forced to struggle like us. I saw online that another buyer had to give up after 8 times of delay. Carvana's flightiness, irresponsibility, and nonchalance toward buyers must be punished and changed. I will continue to fight for my families, and for other consumers, maybe in court." Said the economist, stubbornly.

All the facts included here can be evidenced.

If I could give a negative score I would, I HIGHLY, HIGHLY, HIGHLY recommend that you DO NOT use Carvana...

My experience:
Looking for 2013 Toyota Tacoma in January, give Carvana a try. Place $100 (refundable) deposit to "hold" a truck that was in process of being "evaluated".

At same time, put my car (2015 Mazda CX5) on their site to sell-was offered very high value.

Toyota was to be delivered by 2/2. For "ease", switched to "trade-in" for my car toward truck.

Waited for notice that car would be available online to view. (Never came, I found it myself)

Got notice that delivery wold be delayed. Began process of trying to contact someone, anyone, at Carvana that could help me understand what was going on. Was told car would be delayed another 2 weeks.

Found out that car had been damaged in transit (broken rear light, rear bumper damage, front bumper damage) and that it would be "weeks" before it was repaired.

Continued to speak with "Executive Resolution" at Carvana. They started at $150 in "compensation for my trouble", by the end of the nightmare, they offered $500.

Car was delayed another 2X. Was told that tax season "rush" was upon us and Carvana had a lot of customers to fulfill orders (just not customers who were waiting).

Car made it to Richmond CA distribution center after taillight repair and bumper repair. This time, I was told it wasn't passing smog. Jonathan, carvana rep I spoke to in Richmond told me he would NOT go through with sale, recommended I not buy car. Then later said they had "reprogrammed computer" and car passed SMOG.

Another few hours on phone with Executive Resolution and car was to be delivered "next Day".

At this point, delivery had been scheduled and re-scheduled 5X--which means that Was filling and re-filling all financial paperwork 5X and re-submitting. Also having to re-submit to my insurance that coverage would end on Mazda I was selling to Carvana and beginning coverage on Toyota I was buying.

Car delivered. Jonathan, delivery driver stated that car was not properly cleaned and offered $100 compensation to get it detailed(we are now at $600 compensation from Carvana).

Spent 30 minutes filling out all DMV and sale info with Jonathan, asked him MULTIPLE times if there was ANYTHING I needed to do with DMV--"No, Carvana takes care of everything" was his response.

Got call from Carvana later that day stating that they "forgot" to get Toyota weighed and it was my responsibility to find a weigh station, get it weighed and then drive physical paperwork to their location 40 miles away. But hey, they would"reimburse me" for that too.

Took time off work, got truck weighed, paid for weigh, drove 80 miles round trip to their location in Richmond where Jonathan and his "manager" photocopied my weigh receipt and said "reimbursement has been entered, you'll get payment next week".

2 weeks went by, no reimbursement (neither the $500 that was going to be "FedEx Overnighted" after 7 days was up, or the $100 detail and $20 weigh slip. Another several calls to "Executive resolution" and checks were all sent following week.

2 MONTHS LATER- get notice from DMV that I owed $400 in late fees for not registering Mazda I sold to Carvana.

Begin initiating contact with Carvana (again)--using online web chat, go a rep that took all my info and said they would be right back-never heard from them.

Called Carvana, spent 40 minutes on hold, then another hour with customer service rep who kept,"escalating to her management team". Finally asked to speak to her supervisor. After another 20 minutes, Joshua Hernandez came on and offered to "be my partner in working "together" to solve issues. What that meant was he would be there if I needed to call after I took more personal time and went to DMV.

Joshua did confirm the following:
Carvana DID NOT notify DMV of sale
Carvana was misleading in stating that they did take care of everything
Carvana DID NOT transfer info regarding sale of my Mazda to DMV

Thankfully Joshua promised to hang up on me several times when I pointedly asked what Carvana was going to do with regards to solving the problem and contacting DMV themselves. He was fully dismissive of the issues and my frustration and the fact I questioned how we were "working as a team" when in fact, I would AGAIN be taking hours of personal time to do the job Carvana was suppose to do, but was now my responsibility.

It should also be noted, that after the 7 day return policy was up, I finally got around to trying to diagnose the odor in car, and found that the cabin air filter was filled with fur, feathers and nest materials and the filter itself was worn through.

To note:
Do NOT trust Carvana
Do NOT trust their 150 pt review (it is patently false)
Do NOT trust that they will do ANYTHING with regard to properly handling paperwork with DMV
If you do have issues-be prepared for HOURS of your personal time working with their "Executive Resolution" and prepare to repeat your ENTIRE story EVERY TIME.

I am beyond frustrated, angry, embarrassed and upset that I thought the service would live up to its commercials/sales pitch. IT DOES NOT.

Never thought I would regret NOT going to a car dealership.