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, LLC

  1026 Marietta St NW Ste A Atlanta, GA 30318-5506

• 

  Carvana LLC

  1930 W Rio Salado Pkwy Tempe, AZ 85281-2207

• 

  Carvana

  15710 Shady Grove Rd Gaithersburg, MD 20877-1401

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

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:06/16/2025

  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 was ready to purchase a 2018 Buick Encore from Carvana (Stock #**********) as a first-time buyer. At the final step of checkout, a $690 long-haul fee appearednowhere to be found upfront.I contacted customer support and spoke with a *** named *****, who told me the fee could not be waived, there were no promotions available, and no supervisor or escalation path. After respectfully pressing the issue, I was disconnected and ***orted to **************** attempted to escalate through official email channels, but *********************************************** bounced, and I received no ***ly after contacting executive leadership directly.Two of my mothers business associates recently bought cars through Carvana, and my mother is currently in the process of buying one as well. I came in as a referral with good faith, and this experience broke that trust.I also requested a copy of the chat transcript for documentation purposes, but was told by support that there is no way to retrieve the conversation. I find that troubling for a company of this sizeit highlights a lack of transparency and accountability in how this situation was handled.Carvana lost a $15,000 sale over a $690 surprise fee and an inflexible, script-driven support system.

  Business Response

  Date: 06/17/2025

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers' time in providing us with an update on the experience they had with us. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customers local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason.  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:06/16/2025

  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 bought a used 2024 *** X3 on May 31, 2025. The car had an undisclosed defect in that all 4 tires were badly worn on the inside (not visible) and one was condemnable due to excessive wear and radial wires protruding. Carvana refused to rebate any of the $738 it caused for a new tire and a 4 wheel alignment. This should have been found and corrected as part of the alleged 150 point inspection that they claim they do prior to offering a car for sale.

  Business Response

  Date: 06/17/2025

  
  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:06/14/2025

  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 2016 Ram 1500 Laramie EcoDiesel (VIN: *****************) from Carvana on May 21, 2025. Within a week, the truck entered limp mode and began displaying a Service Electronic Throttle Control warning. A diagnostic code revealed a turbo underboost issue. As of May 28, 2025, the truck has been in the shop under SilverRock (Carvanas warranty provider), and remains undrivable under normal use.Despite Carvanas advertised 150-point inspection guarantee, this vehicle was delivered in an unfit condition. I also traded in a 2012 Jeep Wrangler Sport with positive equity. I have requested that Carvana buy the truck back and return the trade-in equity, but they refuse to act unless I personally obtain internal diagnostics from their own warranty provider, ********** who has not shared any documentation with me and is still processing the claim.Carvanas representatives have acknowledged my claim but continue to deflect responsibility rather than escalate internally to obtain records already in their own system. I have provided all information in my possession and requested that Carvana work directly with SilverRock to confirm the issue.This has caused significant financial and logistical hardship. I am requesting that Carvana take the truck back and return the equity value of my trade-in as a fair resolution.

  Business Response

  Date: 06/15/2025

  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: 06/15/2025

  Carvana recently contacted me by phone in response to this complaint. During that call, a representative acknowledged the ongoing mechanical issue with the truck and indicated that Carvana is seeking authorization from SilverRock authorizing me to take the vehicle to a Ram dealership for further diagnostics.

  
  

  However, I was also told that a buyback and refund of my trade-in equity is “not a route they are currently looking to pursue.” This is deeply disappointing, considering the facts:

  
  

  The truck entered limp mode and became mechanically impaired within a week of delivery and after the first attempt to drive the vehicle further than into my driveway from the road.

  
  

  It has been in the shop continuously since May 28, 2025, under warranty direction

  
  

  It was sold as "fully inspected" and roadworthy — a claim not supported by its immediate failure

  
  

  I surrendered a 2012 Jeep Wrangler Sport with positive equity as part of this transaction

  
  

  
  

  I intend to cooperate fully with Carvana’s request to bring the vehicle to a qualified Ram-certified repair facility in hopes that this will further validate what is already evident — that the truck was not in merchantable condition at the time of sale.

  
  

  That said, my request remains unchanged:

  I am seeking a full buyback of the 2016 Ram 1500 EcoDiesel and a reimbursement of the equity value of my trade-in vehicle.

  
  

  I respectfully ask the BBB to review this case in full and help facilitate a fair resolution. I have acted in good faith throughout this process, and I hope Carvana will ultimately recognize that this is the only reasonable and just outcome.

  Business Response

  Date: 06/16/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates is communicating with the customer. We request that the customer liaise with their designated case manager should further clarification be required. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
  
  Thank you,
  The Carvana Team
  
  

• Initial Complaint

  Date:06/14/2025

  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.

  In August 2024, I entered into a contract with Carvana to purchase a ****** Prius Prime and submitted a $24,000 cashiers check (confirmed as received at their Phoenix facility on 8/15/24 by a representative named ***). Despite full payment and a signed agreement, the vehicle was never shipped to the pickup location.For weeks, I was bounced between over 10 customer service representatives. Many hung up on me or left chat sessions. Some tried to switch my purchase to another vehicle entirely, even though I never authorized this. When I requested a refund, Carvana refuseddespite having trace ID numbers and confirmed delivery of the check.Screenshots of chats clearly show:Carvana acknowledging the payment but refusing to issue a refund Conflicting internal statements about the account status Shifting blame while providing no pathway to resolution A termination notice claiming I submitted potentially false info without basis or explanation To make matters worse, Carvana attempted to sue me instead of resolving the matter. This conduct has been not only unethical but potentially fraudulent.?What Im Requesting:Immediate refund of the full $24,000 paid via cashiers check Written acknowledgment that the transaction was mishandled and closed without cause Cessation of all legal action initiated by Carvana Accountability for the misconduct and mistreatment experienced I have chat logs and screenshots as proof and am prepared to escalate this to the Attorney Generals Office, ************************************, and FTC if necessary.

  Business Response

  Date: 06/15/2025

  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:06/13/2025

  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.

  3/6/25 purchased a car from Carvana. Failed inspection immediately upon arrival despite their safety check claiming car was safe. Obvious damage not mentioned online. Suspected accident unreported. Three safety issues found including drivetrain (marked safe) and brakes/rotors. Has been to two mechanic shops and remains at the dealer. Driven for less than three days, has been at dealer for 3 months. Auto fraud/lemon law

  Business Response

  Date: 06/15/2025

  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:06/13/2025

  Type:Sales and Advertising 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 was charged a shipping fee of $290.00 before I was even approved to buy a vehicle then they told me it was non refundable.. So you pay a shipping fee that is non refundable before your even approved to buy .. seems like a scam to me and Id lie my money back

  Business Response

  Date: 06/15/2025

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers' time in providing us with an update on the experience they had with us. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customers local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason. After further review of the customers account, it appears the shipping process on this vehicle had started.  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:06/13/2025

  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 car from Carvana on 05/28/25. Their vehicles are supposed to go through a thorough inspection process prior to the sale and all defects must be disclosed during the sale. After I purchased the vehicle I had it inspected by my own mechanic who identified multiple deficiencies including damage that was not disclosed during the sale. However, the biggest issue was that a leaky head gasket was identified. Any standard inspection would have identified this issue, but Carvana did not disclose it. There is a seven day window to return the vehicle for any issues discovered during the initial purchase period. I notified Carvana after five days that I wanted to return the vehicle. They accepted the request and we scheduled the return. Carvana was supposed to pick up the car on 06/07/25. On the day of the pickup they did not show up and upon calling them I was told that they changed the pick up date without notifying me due to staffing issues. We rescheduled the pickup for 6/13/25. Carvana confirmed this date with me multiple times when I contacted them. On 6/13/25 I contacted them at 11:45 to inquire about the pickup time. They told me that the field advocate who picks up the car would call to schedule the pickup. By 1:45pm I had not been contacted. I called their office again and was told that the vehicle would be picked up today but that they could not give me a time and that I must wait until 7pm. The vehicle has still not been picked up. I missed a whole day of work to wait for them to pick up the vehicle. They failed to communicate or follow through on their promise to pick up the vehicle. I want the vehicle picked up and I will never do business with this company again. They have cost me money unnecessarily due to their fraudulent business dealing. Carvana knowingly sold me a defective car and did not disclose the known defects during the purchase process. This is fraud.

  Business Response

  Date: 06/15/2025

  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:06/13/2025

  Type:Customer Service 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 started to buy a car from them, but realized that I didn't have the **** requirements to complete the purchase, so I called and cancelled immediately. The person on the phone said they cancelled my order and that I wouldn't be charged. The next morning, I woke up and have been charged the full amount. I want my money back immediately! They said two weeks, but that's not good enough. They were deceptive and still charged me, even though I cancelled my order. I will not rest until they give me my money back.

  Business Response

  Date: 06/15/2025

  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
  
  

  Customer Answer

  Date: 06/15/2025

  
  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:06/13/2025

  Type:Delivery 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 requesting a refund of the $690 delivery fee. Carvana confirmed my vehicle delivery for June 13, and I took time off work based on that confirmation. On the day of delivery, I was informed last minute that the appointment was cancelled due to an internal inspection issue. This caused me to lose income and left me without transportation to get to work. Carvana acknowledged the mistake was on their end, but refused to offer any resolution or escalate the matter. Since I did not receive the delivery service as promised, I am requesting a full refund of the $690 delivery fee. Additionally, I activated my car insurance to start on the day of delivery (June 13), based on Carvanas confirmation. Because the delivery was delayed until Tuesday, Ive now paid for multiple days of coverage on a vehicle I dont even have. This added unnecessary cost on top of the income I lost.

  Business Response

  Date: 06/15/2025

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers' time in providing us with an update on the experience they had with us. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customer’s local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason.  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: 06/15/2025

  Dear BBB,
  

  Carvana’s response completely ignores the core facts and documentation I provided in my complaint. I’m not disputing their general delivery policies. I’m disputing being charged $690 for a delivery they never completed, which they canceled last minute due to an internal inspection issue. I’ve provided proof of email confirmation that delivery was scheduled for June 13, 11 AM–2 PM. Carvana’s own messages admitting the delay was due to their internal issue. Chat transcripts showing I was told no one had authority to issue a refund despite the acknowledged mistake. My escalation email to Carvana executives, which also went ignored. This resulted in lost wages from a day off work taken based on their delivery window. Unnecessary days of car insurance coverage on a vehicle I hadn’t received. Zero accountability from Carvana, only generic responses and apologies. I am requesting a full refund of the $690 delivery fee for a service that was not fulfilled. Compensation consideration for lost wages and insurance expenses due to their failure to deliver. That BBB formally notes Carvana’s refusal to take responsibility despite admitting fault. At this point, I am documenting everything and prepared to escalate further if needed. Thank you for your time and support in holding this company accountable.

  Sincerely,
  Bessie Medrano

  Business Response

  Date: 06/16/2025

  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. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed, that experience certainly hinders it. This is never our intent, as we know how our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are doing what we can to get the vehicle to the customer as soon as possible. There is no delivery fee for the upcoming appointment but the applicable shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customer’s local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason. We appreciate the customer’s feedback so that we can improve our customer experience.  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:06/13/2025

  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've been trying to get my title released from Carvana for months just so I can get my registration in ********. They rejected two of my requests for my title in the time it took my temporary tags to expire, and now I can't drive my car at all. The third request was "accepted" but now they're telling me it's going to be EIGHT WEEKS before they can release my title to ********. This is not timely and this isn't right. Please help me, I have no transportation!

  Business Response

  Date: 06/15/2025

  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: 06/19/2025

  Absolutely no effort has been made to contact me. I still don't have my documents. There's nothing an advocate can do for me when everything is happening on Carvana's end. I submitted the paperwork, I simply want my state title transfer. There is no reason for this sort of delay. 

   

  Business Response

  Date: 06/19/2025

  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