Carvana-Touchless Delivery To Your Home
Hours of Operation
Cars on the lot
This is for your management's information and
This is for your management's information and education: Overall Rating: OK/Average (parts of the experience were poor, other parts, good) The online Contracting process was VERY smooth. Communications and Service: VERY POOR due to contact being texting only (dependent on cell service) with no voice calls to me. Delivery was delayed three days due to this. Not a big problem except the purchase process took OVER NINE weeks - from reservation to notice of schedule for delivery. For such a great concept, you people need to make changes to your processes - more emphasis should be given to pro-active contact with consumers. E.G., Triggers to call clients when texts are not acknowledged within 30 minutes. Triggers to call clients when weeks go by and inspection and delivery prep status of vehicle has not changed. Also, please provide clients a route to access more authority (or give your reps more alternatives) rather than tell me: "that's all that can be done" or "we have no visibility into the delay and that's the only answer we have." And more possibilities for improvement exist... Being extremely patient got us a car we wanted at a reasonable price, but I would not do it again. As an entrepreneur, I think your processes are not sustainable for a successful company. Invest more in customer service - soon!
The people making sales and arrangements don't seem to
The people making sales and arrangements don't seem to know the local situation. Our rural state is on the far side of the digital divide, that is, with unreliable internet and phone connections. Towns are far apart. Yet the dealer set up a meeting spot in the middle of nowhere, without internet, and then expected us to fill out paperwork electronically the day of delivery as we were driving to the meeting. Why did they create a chaotic rush on the day of delivery? I had called on three separate occasions to make sure that everything was ready, and I was constantly reassured that we had completed all paperwork--by people who didn't know what they were talking about. Having said that, the car seems to be great!
This is my very first experience with carvana and I like
This is my very first experience with carvana and I like it. It's better than sitting in a dealership like you work there. I like also how the team keeps you informed and you can ask questions all hours of the day or night and you always get a response.
Absolutely terrible experience with Carvana.
Absolutely terrible experience with Carvana. If I could give less than one star, I would. They missed 5 delivery dates, made me wait more than 3 weeks, made me pay for almost a month of insurance when I didn't even have the car. They are not even going to reimburse me or provide any kind of support/compensation for the almost month-long inconvenience they caused. Every time they notified me of the delivery delay just 30 mins - 1 hour before the appointment time and I had to miss work for those appointments several times. The customer support is awful. They spoke in a very uncaring voice even when I was complaining about all these issues, as if they have nothing to do with it and refused to take any responsibility. I would not recommend anyone to do any kind of business with them. Complete waste of time and money, not to mention, a huge headache.
This is the best company I have ever purchased a car
This is the best company I have ever purchased a car through. professionals. Thanks for the excellent service.
My car delivery was delayed with no explanation, but the
My car delivery was delayed with no explanation, but the second appointment was completed without any issues (except the inconvenience of rescheduling from a weekend to a weekday).
The process to buy the car was good.
The process to buy the car was good. However, I had two issues: 1. the car had deep scratches that weren't mentioned in the pictures; 2. They ignored my request to use my own plates in the registration (even after they have confirmed it). So, I need to repair the car and deal with new plates that I have not requested.
If you purchase a car from Carvana and have it inspected,
If you purchase a car from Carvana and have it inspected, you will likely find mechanical and cosmetic issues that were not mentioned in the online description. Some of these issues may be significant. This is not by itself an issue, but with Carvana's poor customer service and scam-like warranty, it's a deal breaker. We are currently awaiting pickup of the car we purchased. I can only hope there is no hassle with the refund. We purchased a white 2012 Honda Civic coupe with under 12,000 miles. This low mileage car should have been free of significant issues. However, a splash guard was missing under the engine. The two front tires were dry-rotted from age. One of the tires was from 2011 and the other was from 2014. The cabin air filter was dirty. There were at least three deep scratches in the paint. Carvana's warranty department agreed to work on one scratch and replace the air filter, but nothing else. Hours of discussion with personnel at Carvana and their warranty department led to nothing but refusal. This was all within the seven day return period, so hopefully the refund will be prompt. What I don't understand is why, with the slick advertising and website, Carvana is not interested in keeping a customer. They've got to know that we will tell all our friends and relatives not to do business with them. How can Carvana expect to sell a car with two unsafe tires and a missing part and not immediately rectify the defects? About the cosmetic issues, the warranty person read the Carvana standards to me over the phone, saying that a scratch should not be so deep that your fingernail will catch on it. Well, that's what we got with multiple scratches even though the online description said that a fingernail will not catch on the scratches. One deep scratch wasn't mentioned in the description at all.
The car was delayed twice.
The car was delayed twice. When it came the underbelly had issue. There are scratches which were mentioned in pre receipt. I would have appreciated if the passenger scratches can be rectified --afterall I spent almost 2 weeks on Hertz rental as additional out of pocket from my side due to Carvana delays. Can you please amend that part as an exception
Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.
Easy and straight forward.
Easy and straight forward. What you see it what you get! I had no problems with the website or individuals I worked with.