Carvana Reviews 

Carvana refused to provide the check upon pickup of my car as promised. Further it became from bad to worse while I had spent hours and hours demanding my check. They sent it to the wrong state (to delay reimbursement), then claimed "replacement time", then "holidays tune", then "Treasury time", then I discovered that check (received weeks after promised deadline) can't be neither cashed nor they have ability to verify it for processing company. All process made my sale obsolete because it was already too late and I lost big percentage while inventing on how to get money from that "unverifiable check"

I live in Montana and because carvana advertises here I assumed that they wou;d also pickup here when you sell. WRONG!!! You have to drive your vehicle to a pickup site that is 400+ miles away and then get yourself home on your own dime. This situation probably holds true for buying too. Not a satisfying experience; However don't assume.

Took to reddit about a very bad experience and posted is in the Carvana subreddit. Dry rot tires on a car they delivered and they said they could refund the vehicle minus the delivery fee. No offer to fix the clear issue with the tires. Within 30minutes of posting about it on the reddit group I got banned and got a message. Reply back to speak to a moderator. I asked how the truth is breaking the rules to get banned and was told back "It is at our discretion what posts and topics we allow and remove" "Any posts that we consider a nuisance or otherwise toxic behavior towards the company" They have than given me a contact number to speak to carvana directly, the main number. And I got a notice right after that I have been blocked by Carvana on reddit. After this happened I found lots of info on them banning anybody with a bad experience to prevent it from being a record online for others to see. I can only hope that this website allows all reviews to stay up and doesnt let them pay to remove them. The vehicle will be returned due to safety reasons and a state complaint about this will be made.

The process was easy, and the pickup went so well. The pickup agent was professional and friendly.

We had a super smooth and easy experience with Carvana. We sold our vehicle to them and the pickup was so convenient and quick! I think it took 30 minutes, beginning to end! I got my direct deposit payment within 1 day! Would recommend this hassle-free, no anxiety process to anyone!! Beats spending hours in the dealership or being hounded about trading in etc! I'd also like to mention their offer was nearly $2k higher than Carmax. Can't beat this deal!

Extremely disappointing experience with zero transparency. I placed an order and within about 20 minutes noticed an undisclosed $990 "shipping fee" being charged, before the vehicle had even shipped or been delivered. I canceled immediately, well within their own stated 24-hour cancellation window.

Despite this, the following morning Carvana attempted to debit my account $990, plus an additional unexplained $600, for a vehicle that was never shipped and a transaction I had already canceled.

When I asked their support ("Tyler") to produce the specific disclaimer or documentation authorizing these charges, I was told they don't keep such records because they "rely on customers to read what they're committing to." That is not an acceptable answer from a company attempting to pull nearly $1,600 from a customer's bank account after a canceled order.

My advice: think carefully before using this company. I understand many people turn to Carvana because of bad or no credit and a genuine need for a vehicle, but know what you're walking into. Based on other reviews I've since read, issues don't end at delivery, vehicles arrive with problems, returns take a long time to process, and customer service feels scripted, like speaking to a robot that repeats the same lines without offering real solutions. This company has not shown integrity or a real focus on its customers.

I recently purchased a car from Carvana, very excited to receive it as I’d looked at multiple cars on their site, all of which had very specific photos of even incredibly minor damage. The car I decided to buy didn’t have any specific damage photos, just a vague text description in the Condition section that said “Minor signs of normal use may be present—like small dents (smaller than a quarter) or light scratches (under 4 inches). The most noticeable imperfections are clearly highlighted in Condition photos, so you know exactly what to expect.”

Apparently, over 100 tiny chips in the paint of the hood alone (the front bumper and headlights are affected too and I didn’t even count those) are just “normal wear and tear” and not worth mentioning in the cosmetic condition of the car. In zooming up the photos as far as they’ll go, all of this damage is effectively invisible, and the few chips that are visible look like a reflection, not paint damage. So did they disclose the damage? Not really in the photos, and only in a vague way in words. Based on the information in the listing, I didn’t expect the car to be perfect, but I did expect that a whole-hood-spanning constellation of paint chips might have merited a mention more than “normal wear and tear.”

So when the car arrived to me, I was surprised to see what seemed to be a huge piece of undisclosed damage. The rep I worked with at drop-off did not offer help other than saying that I could refuse the car or report cosmetic damage using a specific phone number. Having already paid a non-refundable shipping fee, I was incentivized not to refuse, so on the phone, I was pointed toward their process to submit three cosmetic issue reports, theoretically meant to fix any significant cosmetic issues. Not realizing how onerous the process would be, I submitted representative but not perfect pictures of the damage, and in just a few hours, my claims on the hood and bumper were denied as normal wear and tear. I called Carvana customer service asking for help, and they explained that no further photos or details could be submitted or considered by policy, but that they would try to help anyway.

This began a wild goose chase of work for me. First I was asked to get an estimate for repair of the paint chips, which said it would take $2900 to repair the hood and bumper damage. I took that to Carvana, and they empathetically said it was an unfortunate situation but that the most they could offer was a $250 courtesy credit.

I had also paid to have a Pre-Purchase Inspection done at our local Mercedes dealer. That inspection found the car to be in very good shape but that it had the wrong tires—the rear ones were improperly sized, and the car is sold without a spare tire, so Mercedes insists on run-flat tires in their spec, and none of the four tires on the car were run-flats. The Mercedes manual says in no uncertain terms that using tires other than the Mercedes-recommended ones is a safety issue. I took this information to Carvana, who initially said it would be no problem to get the tires fixed, but when we actually had the dealership try to call in the claim, it was denied, meaning it would be almost $2k for me to pay out of pocket for the tires to be replaced. I called Carvana again and it was explained to me that Carvana policy says that off-brand and non-run-flat tires on a car that came with them aren’t a problem by policy as long as the tire size and wear is correct. They finally did agree that the back tires were wrong, but insisted that we only go to an “in-network” tire shop like a Firestone or Tire Barn for the work, which didn’t make much sense after Mercedes themselves had already told us what was needed. After over two hours on the phone with Carvana in this call alone, we were offered again, nowhere near the $2k it would take to get proper tires on the car, but another courtesy credit of $500.

At this point, I’ve spent over four hours on the phone with Carvana in no fewer than five separate calls with support people who were kind, skilled, and understanding—and completely unyielding in the face of policy.

The car was a hard-to-find model and color, and aside from the issues mentioned here is in great shape, so I chose not to return the car, but I would warn anyone purchasing from Carvana to stop the process or refuse the car at the first sign of undocumented cosmetic damage.

This situation is going to end up costing almost $5k out-of-pocket (less the $750 in “courtesy credits”) just to bring the car to manufacturer safety standards and to repair the undisclosed paint damage.

Here’s the bottom line: Carvana’s process and policies push you toward accepting a damaged car with things like nonrefundable shipping fees, and they allow the hiding of extensive damage as “wear and tear” if it’s not easily photographed. Would not recommend.

I sold my small SUV and was given a pickup time of Wednesday morning between 8-11. Wednesday morning at 6:30, I got a text saying my pickup had been rescheduled for the following Monday between 8-11. Ok, annoying but not a real inconvenience since I wasn't working. Monday at 7:00 am, I get a message that my pickup had been rescheduled for Tuesday between 11am-2pm. Now, I have to take off work to accommodate this 2nd change that I had nothing to do with. After two separate phone calls and spending over 40 minutes on hold waiting for a "manager," I was given a partial refund of my pickup fee. Then, in talking about it with my husband, I come to find out that HIS pickup fee for our other small SUV in May was $200 in total, the amount I was offered in refund. Same size vehicle, exact same pickup location and my pickup fee is MORE THAN 3 TIMES what it was 3 months ago. AND I have been rescheduled twice. So what is different? Is it because I am a woman?

I put my 2023 Subaru and didn’t put in what I owed at the time to see what I would get for the car. It quoted me $25000. I was happy with this since I looked up my amount owed and it was $23288 approximate. I chatted with the online chat option and told them and they said I had to re enter my payoff and start over. I did this and my offer from the day before was changed to my payoff and I pay $240 ish to them. I went ahead and did the deal because I’m moving and I needed to sell my vehicles. I put in my 2021 Toyota 4x4 truck and they quoted me $27000 I didn’t owe on this one and this price suited me and I received my funds as planned for my truck and I was happy with this one. I don’t understand how my car was worth less the next day and why my quote of only one day old, which was still valid was changed? This was my very first time trying the app and service. I was impressed with the pickup process and the people that came to get my vehicles, Vern and Tamera, I believe were very professional, quick and very courteous and I was pleased with this part.
I got the response below but my $25000 offer was good until September 9th until I submitted my pay off information and today is Sunday the 6th and I have a photo with my $25000 offer showing good until September 9th? Doesn’t add up for the little guy? But your response is noted.
Sincerely,
Jeff Smith
803-397-3819

I originally wrote a good review for Carvana because of the ease of purchase and pickup, but now things have gone south. I was unable to get my new Tacoma an inspection within the 7 day window because I picked up the car right before the July 4th holiday weekend, so I took. It in the following week. I was told that the catalytic converter was basically being held together by " bubble gum" and that the truck never should have been sold in that condition( not sure what their 150 point inspection actually checks for!). Okay- so I call Caravana and they put me in touch with Silver Rock. Great. I am told I can open the claim and will be covered. I decide to go to a local shop because it's right down the street and I am totally willing to pay the deductible for an out of network mechanic. So this brings us to Mid July....since then, I have been on the phone numerous times with silver rock trying to get the claim straightened out and put into effect, and the mechanic has been on the phone with silver rock trying to get the claim started. My mechanic sent in photographs and all the documentation three times to Silver Rock and Silver Rock said each time they didn't get it. We've been on the phone with them at least three times a week for the past 3 weeks and we're just getting the runaround. I am willing to bet they are trying to stall so that my warranty runs out. Horrible company with horrible customer service. And now I'm worried that even if the claim does go through my mechanic won't get paid and I'm timely manner. I don't even know what to do. I've left a review on Silver Rock site as well but I think people who are purchasing cars from carvana should also know about their warranty company and I think carvana should really reconsider who they do business with. This is been a nightmare. Iam a school teacher who doesn't make a whole lot of money and now I have to pay almost $5,000 for major repairs that had nothing to do with my driving the vehicle, since I only drove it for one week!!

NOTE: FINALLY got the claim approved late this afternoon. A very stressful experience.

I will never sell a car outright to anyone else, ever again, so long as Carvana keeps up with reasonable offers and a seamless selling process! I am still a bit in “awe” of how easy it was to sell using this business. I do wish I would have not been so OCD with my car’s details because I was informed at pickup that I really didn’t need to say that my car had seat stains (they were very light, but there) or that it had scuffs and scratches on the outside (they had been touched up, but you could still tell they were there at some point). I sort of feel like I might’ve lost some money by being TOO honest. The only thing that may be better would be allowing alterations like that at pickup. It’s hard to know just how critical the grading process is until you actually “know”. But I absolutely will sell to Carvana again in the future!

Highest offer and simply sale! Gave me their offer price upon pickup and deposit was made next day into bank account!

Would definitely use again!

The process of selling my car was really straight forward and easy. They offered a fair price. However, when it came time to turn it in, I was told the nearest place to me was 2 hours away! They could pick up the car at the cost of $150.00. I chose for them to come and get it because it was “so far away”. When the driver called me at 7:45 am to let me he would be about 15 minutes away, I asked are you coming from the facility they had told me the day before and he said no the drop off location was only 15 minutes away. Needless to say, I was not happy that they charged me $150 for a 15 minute drive. I would have delivered it myself and not pay a fee. I felt duped!

Fair price and fast. Pickup driver was very efficient and friendly

Worst purchase I’ve ever made.
They tell you that you only need a certain down payment just to get your attention and make you complete the purchase. Then, after you’ve already made the purchase and submitted your documents, they suddenly tell you that your credit has changed and ask for an additional down payment.
They also advertise next-day delivery, but after you submit all your documents, they pushed my delivery date 7 days out. After the 7 days waiting, got another email asking for 7 more days. Completely unacceptable and dishonest! The car is mostly likely broken, and I'll probably have to return within 7 days, of course they will charge me a delivery fee
They simply don’t stick to what they promise. If you’re in a rush or actually need a vehicle by a specific date, I would strongly recommend looking elsewhere.
I ended up finding Flexcar to be a much easier option. You can get newer cars, the process is simple, and you have the flexibility to swap cars when you need to.
Very disappointed with this experience.

Everything was quick, transparent, and easy to deal with from quotes, to pickup, and payment.

The assessment for my car sale was easy and quick. I filled out the vehicle info, sent in the odometer reading and got my offer quickly. I felt the price they offered me was fair. It took 2 days for the official offer, and when I was able to book my pickup appointment. I was shocked that I was charge $690 for a pickup... I could have refused it but we were into the process and had removed our local listings for the vehicle. I was disappointed that it was never disclosed earlier in the process they would charge me that much for a pickup.
I scheduled the pickup for the next week, I took the afternoon off from work to bring the vehicle to a place it could be towed away (the car was being kept on street parking). The day of pickup I was told the car was not being picked up, someone came and did the inspection and put a lockbox on it and said it had to be kept on private property (driveway) until a tow truck came. This car sat there for more than 48 hours, unable to be moved because they took the keys and blocking the driveway.

Honestly I had high hopes but after multiple issues and conflicting information I’m glad I decided to return. We originally purchased a jeep renegade, pickup was a breeze however the car spent 5 of the 7 days we had for a return at the body shop. There was a laundry list of things wrong including an engine oil leak they couldn’t find and a BENT FRAME. I only found out about these issues because I utilize a parking garage at work and had a grinding sound when making a sharp left turn in the garage. They praise themselves in their inspection process, how did they miss a completely crumpled frame?!? We decided to give it another shot and I called to exchange for a different car. I set my pickup/exchange date, filled out everything and my date was moved without notice not once, but twice. When I called to let them know I wasn’t able to make the “new” date due to a previous or scheduled engagement I was told “I don’t know what to tell you those are the times and I can’t change them” and they also said “we don’t have any times sooner”. I asked to cancel and I would return the jeep and get my deposit back. I was told I could return the jeep the next day…so much for not having anyone available to help me sooner. I was transferred to several different people before finally getting a result, and was told there was no delay/reason the new car was moved but still couldn’t get it any sooner. When we returned the jeep they stuck stickers in the windows and posted it for sale again the same day, even after being notified multiple times with photo evidence of the issues.

This was a very easy transition for me selling my car to Carvana. They made everything smooth sailing all the way. Of course I had several questions, especially regarding the DMV, but again, they answered promptly. The only thing that surprised me was having to pay $250 for car pickup. Yes, I was offered to drive my car 73 miles for drop off at no cost to me but I cannot drive that far.
All and all I still give Carvana 5 stars! Thank you.

The offer I received was thousands higher than the four other dealerships I contacted. The entire process was simple and easy with payment in my account the very next day after pickup.