Complaints

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

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Carvana LLC has 35 locations, listed below.

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  Carvana LLC

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

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana Nashville

  4270 Kenilwood Dr Nashville, TN 37204

• 

  Carvana LLC

  5252 TX-121 Frisco, TX 75034

• 

  Carvana, LLC

  6032 Relocation Way Ooltewah, TN 37363-6275

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 ***** Civic with Carvana and picked it up on Thursday June 26th, 2025. On Friday I noticed that the vehicle had previously been involved in a rear end accident, and there were exhaust fumes coming in through the air vents in the car while sitting parked in my driveway. None of which was ever disclosed to me! On Saturday the 28th, I went to get into the vehicle when it would not start. I called customer service and was told someone would be out to pick up the vehicle the next day. On Sunday I received a phone call from a driver, who told me he was about 45 minutes away, and I reiterated that it would not start. He advised me that he cannot get the vehicle because he does not have the proper truck to do so. He told me he contacted his supervisor and someone will be out the next day to get the vehicle. On monday the 30th, a woman shows up at my house while I am at work (I had to leave work to come home and speak with her). I again advised her that the vehicle will not start, and she said she does not have the proper truck. That she spoke with her supervisor and carvana will be in touch. I heard nothing on Tuesday, and on Wednesday I called and they informed me they were escalating it and they would be in touch. They never contacted me back and then today, Thursday July 3rd, they sent a guy with a truck and trailer out to my home at 9:40pm. He did not know that it did not start. I have signed the paperwork on Monday, this car is not my car any longer, and I want it gone and they will not assist me properly. It is impeding my driveway. They need a wrecker as the parking brake is ON. But it is a push to start, you cannot put the car in neutral. I have informed of this several times to no avail.

  Business Response

  Date: 07/06/2025

  
  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 07/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:07/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently refinanced my car. I am owed an overpayment of $910.34 which was confirmed to have been processed. Not received yet. And gap refund in the amount of $915.89, which Carvana/Bridgecrest is stating they have nothing in their files. I keep being told wait 10 days and at this point I am done waiting and want the money sent to me. My new company sent them $28,812.50 and the payoff was *********. I made a payment during this transaction. Again the company stated the overpayment was issued on 6/30/2025. I will await that payment. I need Carvana to process my Gap refund ASAP not weeks later. Ive called so many times and there is never follow up unless it comes from me. Meaning no calls are ever made to me. I have attached my purchase agreement along with my confirmation of the gap cancelation with the amount of the refund they wired to Carvana.

  Business Response

  Date: 07/06/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 07/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 3/27/2025 vehicle was drop off at my home by one of their sales *** around 93days after purchase on 6/30/2025 my vehicle broke down while driving in the highway It had to be towed home.93 days after purchasing this vehicle, the engine suffered a catastrophic failure that rendered it undrivable. I did not purchase the extended warranty as Carvana promises a 150-point inspection on all their vehicles and a 7-day money-back guarantee. While they state that all Carvana Certified vehicles have no ***orted accidents, fire, frame, or flood damage, and come with a 100-day limited warranty to ensure the car meets your expectations.But this level of failure is not typical wear and tear is a major defect that suggests the vehicle was not roadworthy at the time of sale. which violates the implie varranty of merchantability and may fall under federal ********-**** protections. Also they tell you you have **************************************************************************** us ridiculous that a million dollar company is unable to make sure the satisfaction of their customer I understand if my vehicle broke down 6-1 year later but 90 days is crazy . Putting a bind on people like me that travel for work . Now I have thousand of dollars and my 3 payment is just due . I will like for Carvana to exchange this vehicle as they sold me a a roadworthy

  Business Response

  Date: 07/03/2025

  Dear BBB,
  
  Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. We take the customers feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate an account with the information that was provided. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  
  Thank you,
  Carvana Team
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Carvana on 6/27/25 for a car with a $2800 down payment. I later called & spoke with a representative to cancel my car order on 6/27/25. On 6/30/25 carvana withdrew $2800 the original down payment amount. I contacted carvana on 6/30/25 regarding my refund because it showed posted from my online bank statement. I was told it takes almost 25 days to be refunded. I dont have 25 days to be waiting in my funds.

  Business Response

  Date: 07/03/2025

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After further review of the customers account, we are working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, ******************** will begin pulling funds from the customer's listed account number. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Carvana in April 2025. The car has not run right since I've had it. Within two weeks I had to purchase a new battery. The car keeps running hot so we've had to stop on the side of the road. I took it to be repaired under the warranty. The car continues to have the same problems. I contacted Carvana and they refuse to exchange the car, which is obviously beyond repair. They sold me a vehicle that I cannot use and they won't do anything about it.

  Business Response

  Date: 07/03/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. After further review of the customers account, the customer is outside of their ***** money-back guarantee return window, and the sale is finalized. We provide every customer with the ***** money-back guarantee period as an added safety net to provide extra peace of mind with their Carvana car-buying experience. At this time, the customer is no longer eligible to return the vehicle. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you,
  Carvana Team
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Carvana due to an extremely distressing and unfair experience surrounding a vehicle purchase. After being approved for financing, submitting all required paperwork, and signing contracts, I received an official confirmation that my vehicle was ready for pickup on July 2, 2025, even after paying $1,500 for shipping.However, less than 24 hours before pickup, Carvana abruptly canceled the order and claimed that my paperwork was fraudulent without ever providing evidence, details, or a fair opportunity to clarify or correct anything. They also told me I would no longer be allowed to receive the vehicle.This situation caused significant emotional stress. My partner, who travels out of state for work, took time off and came into town from ******* specifically so we could finalize the pickup together. He had to leave his commercial truck behind, and we both rearranged our schedules and committed time and money based on Carvanas confirmation. The entire transaction was canceled at the last minute with no valid explanation or attempt to resolve the matter.We are now left with no vehicle, financial losses, and no communication or accountability from Carvana. We are seeking a full refund of the $1,500 paid for shipping, a formal explanation of why our paperwork was rejected, and an apology for the hardship and emotional stress this situation caused.

  Business Response

  Date: 07/03/2025

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

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchases a vehicle with ***** miles. 9 days later the transmission stops working and I cannot get a single shop to fix the problem on the warranty via **********. The problem won't present when at the repair shops, but I will be stranded on the road when it keeps occurring to me. The codes for this issue have been cleared from the computer before sale and I am now stuck with a newly purchased vehicle that does not run. No one will help. No one will fix anything. Everyone just keeps telling me there's nothing they can do. I need help. I cannot buy a car that doesn't work. I want this vehicle gone and the loan dispersed. Please help me I am drowning in this subversive racket

  Business Response

  Date: 07/03/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What Happened:I purchased a 2015 ********** Jetta (VIN: *****************) from Carvana on June 20, 2025, with ****** miles.On June 25, just 5 days after delivery, I submitted a warranty claim for vibration issues, which were present immediately and worsened during driving. The soonest I could go to an approved repair facility was July **** that inspection, ********* found:All 4 tires were defective: separating, unevenly worn, or ************* tire was **************** was unsafe to ********* showed alignment-related tire wear.Carvanas 150-point inspection claims the vehicle passed tire-related and vibration/stability checks (items 108 and 109), yet the tires were clearly unsafe at the time of *********** claim was denied because the car had exceeded ***** miles by the time of the inspectionbut this does not account for the fact that:The claim was submitted within 5 days,The safety defect was present at delivery, and The delay was due to limited availability at in-network shops, not neglect on my part.Why Its Unfair:Carvana sold me a vehicle with a pre-existing safety defect that should have been caught during their inspection. Denying coverage due to mileagewhen the defect was reported and documented earlyis unacceptable and misleading.What I Am Requesting:I am asking Carvana to:Reimburse me for the cost of four replacement tires and alignment, or Authorize coverage through SilverRock or another resolution process.I am also requesting that this complaint be reviewed by a supervisor or corporate case manager.

  Business Response

  Date: 07/03/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint against Carvana due to an unresolved issue regarding a $250 compensation check that was promised to me and never received.Initially, Carvana canceled my first vehicle order. As an apology, they assured me that a $250 credit would be applied to my next purchase. After multiple calls and escalations, Carvana agreed to issue the $250 in the form of a check, in addition to a separate refund check for my vehicle overpayment.While I did receive the refund check for the overpayment weeks ago, I never received the $250 check that was part of our agreement. I have reached out several times to follow up, and although representatives acknowledged the issue and promised resolution, I have still not received the funds.This has caused unnecessary frustration and wasted time. I upheld all terms on my end and expect Carvana to do the same.Desired Resolution:I am requesting that Carvana immediately issue the $250 check as agreed upon and provide written confirmation of the mailing. I would also like a clear explanation of the delay and steps being taken to ensure this does not happen to other customers

  Business Response

  Date: 07/03/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We appreciate our customers taking the time to provide us with an update on the experience they had with us. After further review of the customer’s account, we have worked with this customer and provided a resolution. The reimbursement was mailed out on 6/18 and we normally allow for 7-10 business days for the check to arrive per standard shipping timeframes. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.

  Thank you,
  Carvana Team
  

  
  

  Customer Answer

  Date: 07/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23548445, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Christania Pierre
  
  
  
   
  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27th 2025 I placed an order to purchase a 2023 Kia **** from Carvana/Carvana Website. On June 27th Carvana processed a $890.00 Shipping Fee. On June 28th Carvana Cancelled the order , despite all the documents being submitted.I need Carvana to refund my $890 so I may use it towards another vehicle!

  Business Response

  Date: 07/03/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have assigned this case to one of our Advocates, who will contact our customer to resolve this complaint within 48 hours. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team