Business Profile

Online Car Dealers

Carvana LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,909 total complaints in the last 3 years.
1,783 complaints closed in the last 12 months.

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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:06/13/2025
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
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.
Issue:I recently purchased a vehicle from Carvana, which has turned out to be unsafe to drive. Upon inspection, I discovered that the wheels were unaligned, and the tires were in extremely poor condition, with visible metal wires on the inner side. Despite Carvana's report stating that the tires and alignment were good, this was clearly not the case.Concerns:Safety: The vehicle's condition poses a significant risk to my safety on the road.Misrepresentation: Carvana's report inaccurately described the vehicle's condition, which influenced my purchasing decision.Lack of Resolution: When I reported the issue, Carvana did not attempt to resolve the problem, instead directing me to their insurance company, ******************** Coverage: ********** informed me that they do not cover tires, leaving me with a significant financial burden.
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: 06/17/2025
The Carvana resolution team member reached out and offered to restart the process, with delivery to the same location where I experienced significant delays and where SilverRock Carvana failed to communicate effectively with their in-network repair facility. I declined, instead requesting a refund for the tires I'm replacing myself due to safety concerns, as I no longer have the time to continue with the process.
Business Response
Date: 06/18/2025
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:06/12/2025
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 2018 *** Canyon SLT from Carvana on June 9, 2025. 3 days later, the transmission is shuddering, the air conditioning stopped, the temperature gauge on the dash for the engine quit working, the drivers side door lock/unlock does not work and the *** Infotainment touch screen does not operate correctly and the check engine light came on. I contacted Carvana and the Advocate I was placed with told me basically they are not going to do anything. The warranty and Carvana Plus package I bought is worthless because there are no in network repair mechanics within over 50 miles of my travel range. I tried to trade it back for another vehicle but only if I would take a $12,000 loss on the 2018 ********** I just purchased 3 days ago. It was stated it went through a *************************************************** working order.. also in the description it stated it had remote start and it does not. This is false advertising and theyre scamming people.
Business Response
Date: 06/13/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have assigned this to one of our Senior 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:06/12/2025
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 April 25th. I have requested that Carvana reissue a check that they mailed me. After several calls made by me and no follow up from them, they first falsely stated that it was cashed. After I ask for proof assuming it was fraud. Several weeks in they then, later said it was not and stated that they would overnight the check and I should receive it by May 30th. After another call wondering what happened they stated I need to wait 10 business day with no valid explanation. Over 10 business days it is now it June 12 and no check and a added late fee on my rent.
Business Response
Date: 06/14/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. 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:06/12/2025
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.
We purchased a car from Carvana on April 25 2025 and on the Carvana site it said there were no accidents. When we got the car 5 days later we saw no issues. 2 days later the communication center was not displaying the tire pressure in the car details section. We reached out to Carvana and was told this was covered under warranty with *****. We were in the process of making an appt to have it fixed when the daylight running light went out and we noticed condensation in headlight area. We submitted a claim and was told again since the car was less than a year old we had to have ***** fix the issue as it was under the dealership warranty We made an appt with ***** and they assessed the car on June 4th. They informed us this car was in a major head on collision and refused to fix the issue as the warranty is voided due to the accident. ***** printed the car fax showing the accident on 10/16/24. They also told us the whole front end is loose and the air conditioner compressor is shifted. We called Carvana and was directed to take the car to one of there associated auto body mechanics to have a claim submitted. On June 5th ******* Auto Body looked at the car briefly and said the front end is shifted and the bumper was not attached correctly and would need to look further for more damage. He would need ********** to approve the claim to do anything further. We than called Carvana again who told us a Supervisor would call us back within 24 to 48 hours and we should wait for the claim to be reviewed by SilverRock. We never received a callback and ********** denied the claim as they handle mechanical issues not bodywork. ***** also emailed us informing that since the Car was in an accident and purchased by Carvana the warranty is null and void. We have now been back and forth with Carvana as no one wants to fix the issue. Our claim number with SilverRock is C102046188. We just want the car assessed and fixed properly.
Business Response
Date: 06/15/2025
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:06/12/2025
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.
Starting approximately May 11th 2025 I purchased a 2014 range rover sport hse with my trade in vehicle and cash down . Upon getting an outside inspection of the vehicle it was needing about $11k worth of work done. Carvana and it's 3rd party silver rock did not want to pay which I understand as the purchased vehicle was only about $19k. I was offered an exchange vehicle of the same which was another 2014 range rover sport. Less than 24hrs of scheduled pick up date I received a call stating it was delayed for a week. Upon waiting AGAIN, less than 24hrs of scheduled pick up date I received another call stating that the vehicle was delayed 2 weeks! After speaking to several people in the course of a week or so I finally decided on another vehicle, this time a 2017 jaguar f pace in which I scheduled for the free delivery to my address scheduled for delivery on June 12th between 11am - 2pm. At approximately 1135am which is in the delivery window I received a call stating the vehicle was delayed a WEEK! How is this legal to let a customer go without a vehicle for over a month. There has been an issue EVERY SINGLE TIME in their end when it comes time to deliver on what was agreed to. I have spent countless hours rearranging my life and schedule during this time ALL FOR NOTHING, as it looks like no matter what vehicle I choose they fail to deliver on contractual obligations, and that's not counting the financial stress this has caused due toy paying for rental vehicle as well as the emotional impact it has caused on myself and my family. All I want is to get MY VEHICLE IN WORKING ORDER ON THE DATE AS CONTRACTUALLY AGREED UPON WITH NO HICCUPS as this has happened with multiple vehicles not just one. That tells me there is something else going on. All issues have been on Carvanas end with paperwork/emails as proof. Currently I do not know what to do other than take legal counsel as I have exhausted all options and have been MORE THAN PATIENT.
Business Response
Date: 06/14/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their complaint. 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: 06/14/2025

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 closed.

Regards,

****** ******
Initial Complaint
Date:06/12/2025
Type:Sales and Advertising 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.
Carvana I recently accepted an offer to purchase my car from Carvana and selected one of their cars for purchase. In anticipation, I paid off a balance on the car I was selling to Carvana. I was approved for financing the "new" car and deposited an additional downpayment which was taken from my checking account along with a delivery fee of $1,890. In the process of completing the transaction, I requested a copy of the lien release from the finance company I used for my car. I provided Carvana a copy of my title and a copy of the paid in full letter from the finance company. I thought we were done but within a couple of hours I was notifed that the sale was cancelled because I hadn't provided the title in time. I have now been informed that my deposit has been returned but it did not include the shipping charge. I inquired but the agent said because I cancelled too late, the shipping would not be refunded. The car was never shipped anywhere and I noticed the car I wanted was sold and the buyer was charged a shipping charge. This was not my fault.....I tried to comply with everything but paying off the lien on my car wasn't enough....the finance company had to notify the state and it took the state about a month to provide the official lien release. I am seeking the return of the shipping charge.....nothing shipped and I did not cancel the purchase. This is really over the top in this case.
Business Response
Date: 06/13/2025
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 when the customer canceled the order. 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: 06/13/2025
Carvana claims I cancelled the order. I did not. Carvana cancelled the order and sold the car to another buyer and charged that buyer a delivery charge. The response is a canned response with no consideration of the circumstances. I have read the same response to other complaints regarding the delivery charges. I would appreciate a more responsible response to this situation.
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: 06/17/2025

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:06/11/2025
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 Nov 2025 and in the first 60 days it needed to be serviced because there was issues with the computer software. I kept telling **** there was an issue with the car. Now my warranty expired and the same issue happened again and now my car wont start at all this time. I paid a lot of money for this car. This car was faulty from the beginning and probably had water damage which is why there was rust on the rims when it delivered. This repair is going to cost thousands to repair and Carvana knew something was wrong with this car.
Business Response
Date: 06/12/2025
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 know that many customers select to purchase from ******************** because of the convenience, and we want to be sure that convenience lasts far past the 7-Day Money Back Guarantee. After further review of the customers account, it appears the customers Limited Warranty of *******/***** miles has expired and no extended coverage was added to the purchase therefore, we will not be assisting with any repairs. 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

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Carvana LLC is NOT a BBB Accredited Business.