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Carvana LLCThis 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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Submit a ComplaintThe 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:06/11/2025
Type:Service or Repair IssuesStatus: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.
Formal Complaint Carvana Sold Me a Defective Vehicle and Failed to Honor Promises To whom it may concern,I am filing a complaint against Carvana regarding my purchase of a 2016 Jeep Renegade Latitude. I have experienced serious and repeated mechanical failures since buying the vehicle 2.5 years ago, including a failed clutch and other breakdowns that have left the car undrivable despite thousands of dollars in repairs.I have paid over $6,000 toward the loan and spent $4,000+ in out-of-pocket repair costs. No mechanic has been able to fully fix the problems, suggesting the car was sold with pre-existing or concealed defects. Carvanas limited warranty (100 days/4,189 miles) ended before these issues appeared, leaving me without support.Carvana also failed to deliver on multiple promises:I was offered a referral reward and free vehicle service packages, but never received them.The vehicle was advertised as "worry-free," which has not been the case.I believe this reflects deceptive advertising, possible consumer fraud, and a breach of the implied warranty of merchantability. I am requesting:A full investigation into the vehicles condition at time of sale.A buyback, loan cancellation, or refund for the unreliable and unfixable vehicle.Accountability for broken promises, including referral incentives.Action to prevent future harm to other consumers facing similar issues.I can provide documentation, including service records, receipts, and correspondence.Thank you for your attention.Sincerely,********* ******* Contact: **********/ ***************************** Located: **************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 TeamInitial Complaint
Date:06/11/2025
Type:Product IssuesStatus: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 6/30 I purchased a Jeep Gladiator from Carvana and traded in a VW Jetta as part of the sale. Upon receipt of the vehicle on 6/4 i found it to be defective, when driving over 60mph the vehicle begins to shake uncontrollably and I almost lost control of the vehicle. Carvana has a 7 day return policy so I immediately contacted them to initiate a return. They have made the process unbearably difficult. They told me they couldnt schedule pick up until 6/11 - a full week after delivery. They have held hostage the $5500 cash down payment until they have the Gladiator back in their possession. They have also held the $3862 they owe me in equity from my trade in hostage. They refused to simply return the ***** which is what I initially requested. I have continued to be charged the monthly car payment $243 despite not having possession of my ***** and not having received my equity payment. Carvana is now delaying the pick up of the Gladiator. I am unable to return the car to them because it is not drivable. I had to rent another vehicle incurring another $370. I need a full refund of my money and the pick up of this vehicle asap.Business Response
Date: 06/12/2025
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 TeamInitial Complaint
Date:06/11/2025
Type:Service or Repair IssuesStatus: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 car on Carvana and drove it less than 30 miles. It's had 4 engine replacements and has been at the mechanic ever since. Carvana won't work with me to refund the car because they say it's past their 7 day return policy. I am going to sue them because of the Lemon Laws and I don't trust this car and feel unsafe driving it. It's still at the mechanic and I've been paying monthly payments, spending money on Ubers to get to work, and wasted a lot of my time and money.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 is still active. At this time, since returning is no longer an option, we ask that the customer continue to work with our warranty provider, **********. The customer will need to contact ********** with any concerns regarding their repairs and for the next steps to open the claim. 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 TeamInitial Complaint
Date:06/11/2025
Type:Service or Repair IssuesStatus: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.
Purchased a high-end vehicle that was significantly misrepresented on Carvana's website. The company has a policy that does not permit refunds of shipping charges, but I find that unacceptable in a case such as this. The $1200 shipping charge is an expensive ****** considering the car was supposedly inspected and reconditioned but arrived with significant oxidation of headlights and sections of paint, the dash cover separating in multiple locations and being wavy and bunched almost an inch high in sections, multiple significant scratches on the console and door panels, oxidized rear spoiler, 1 key which did not work, and the car arrived with a service alert. None of this was noted in the vehicle listing. Attached are some pics of the issues.Business Response
Date: 06/11/2025
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 TeamInitial Complaint
Date:06/10/2025
Type:Service or Repair IssuesStatus: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 on May 16, 2025 and completed all necessary contracts and payments by May 19. 2025. The vehicle purchased was a 2024 ***** XC40, B5 Core Dark Theme Sport Utility 4D. The vehicle was listed having ****** miles and VIN: *****************. The vehicle was scheduled to be delivered on May 23, 2025 to the Carvana pickup location at ****************************************. On May 22, 2025 I received notice from Carvana the order would be delayed, and delivery was rescheduled to June 5, 2025. The following day, on May 23, 2025 I was informed by both phone and email that my order had been canceled on Carvana's behalf due to a recall issue on the vehicle - an issue that was already listed on the vehicles' page at the time of purchase. I was told that I would receive a refund, but was not given a clear timeline or a confirmation of the total amount. I had paid a $1290.00 shipping fee and a $4210.00 down payment, both of which were withdrawn from my bank account on May 19, 2025. As of today's date (June 10, 2025) I have not received any refund nor official documentation/communication from Carvana detailing when or how the refund will be issued, or in what amount. I have made multiple attempts to follow up, but have not received a satisfactory response. I am seeking a full refund of $5500.00 (the sum of the $4210.00 down payment and $1290.00 shipping fee) and a written confirmation of when the refund will be issued. I also request an explanation for the lack of communication and the handling of this cancellation, especially since the recall issue was publicly listed at the time of sale.Business Response
Date: 06/11/2025
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 TeamInitial Complaint
Date:06/10/2025
Type:Billing IssuesStatus: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.
As many have probably experienced. I was pre approved for a loan to purchase from Carvana. I picked my truck as I didnt expect to be later denied.Before I could reserve the vehicle. I was required to make a payment of ******* Of course thinking I was pre approved I did. Then after submitting final documents requested. (3 months of bank statements) I was told they wouldnt be able to accept them as they were from an online banking service, and not insured I submitted documentation that yes it is a banking service, but the funds are insured and actually the account is serviced by a reputable and trusted bank. They still denied my documentation. My car seized and I need a vehicle to get to work. I cancelled on May 29th. They had already pulled the funds from my account that same day. Even before being fully approved. Now I have been without a car. As well as still have no idea when I will receive credit for my refund. This is a horrible procedure that has caused me serious problems in my life. I have attempted many times to contact them. I get seldom a response back and I am at the end of my rope. Carvana needs to do what is right by me and look at their SOPs to adjust to avoid this type of situation in the future.I need my refund, and at this point they really need to add something on the amount for the emotional distress and damage its done to my personal and professional careerBusiness Response
Date: 06/11/2025
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. 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 TeamCustomer Answer
Date: 06/11/2025
While that sounds like a reasonable, and concerned response. I wish it was true. I have reached out 6 times. Wasted who knows how many hours on the phone, texts... ect.
Everytime it is the same response. They initiated taking my money before they even had approved me.
Everything else aside. This strikes me as a poor choice for business practices. It has caused me hardship in several areas of my life, and I really think they can do better than the generic copy and paste response they sent me.
Thank you!
Business Response
Date: 06/11/2025
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 TeamInitial Complaint
Date:06/10/2025
Type:Service or Repair IssuesStatus: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.
On 05/05 the vehicle purchased was delivered and on that day I called and informed them that the vehicle arrived without a keyless entry keyfob as advertised. A ticket was submitted and closed with no communication. On 05/10 I called and was informed that the ticket was submitted by Carvana in error for the wrong reason. On that call I was told that I was approved for up to $500 for the key, but would have to submit the receipt for reimbursement. I paid out of pocket and submitted the proof and received a text 05/14 saying 7-10 days to process and then standard mailing of check. 10 business days ended before the end of May and it is June 10th. 06/10 I called and Supervisor ***** stated that the request was still pending and that she would submit it as a priority, which could take 7-10 business days. The communication has been mismanaged from the beginning and the delay is unprofessional. Carvana posted in the ad for the vehicle on their website that it would come with a keyless entry keyfob which they took a picture of and posted. The vehicle arrived without it. They made me pay out of pocket $500 for their mistake and over a month later are still reviewing if they will fix their mistake. I want the money I spent and I believe I am owed some interest or compensation for the delay. I have attached photos of the key from the website, the key I received from Carvana, and the receipt for purchasing the Key from the dealership. All of this information has previously been submitted to Carvana.Business Response
Date: 06/11/2025
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 TeamCustomer Answer
Date: 06/13/2025
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:06/10/2025
Type:Service or Repair IssuesStatus: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 in the purchasing process with Carvana. I was told on 06/08/25, that I was being denied because my employer did not have a landline phone. Fast forward to 06/09/25, a transaction for $1,890.00 was deducted from my bank account by ********************. When I called,I was told that I have to wait ***** business days for a refund. The money should have never been taken since I never touched, saw, signed papers for or purchased the vehicle.Business Response
Date: 06/10/2025
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 TeamCustomer Answer
Date: 06/10/2025
Reaching out to me does nothing, when I have already escalated the issue to a supervisor there at Carvana. The only resolution is putting my money back into my account within the next 72 hours. I was denied because my employer does not have a landline phone. At that point, my money should have never been taken out of my account the following day. This is unacceptable and a simple attempt to contact will not suffice. Return my funds.Business Response
Date: 06/11/2025
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 TeamCustomer Answer
Date: 06/12/2025
The statement was suffice, but I was not contacted until I notified BBB. Your company waived it off as if what you did was acceptable. Do better as a company, stop stealing from consumers and you won't have an issue. This was a horrible experience. Not even an apology, just words to wiggle out and pretend as if you were rectifying this matter from the beginning. No further contact is needed. Just return the funds you stole from me. Thanks.Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus: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 used vehicle from Carvana approximately two weeks ago. Almost immediately, I noticed issues with the car and notified Carvana within their 7-day money-back guarantee window. However, because I live in a small town with limited mechanic availability, I couldnt get the vehicle inspected right away. I informed Carvana of this, and they assured me that my 7-day window would be extended to accommodate the delay.Despite this promise, when I finally got the vehicle inspected on day 8, Carvana refused to take any responsibility or assist me, stating that I was now outside of the 7-day guarantee. I was then told not to worry because the car was covered under a warranty. However, the reality of that warranty has been severely ***************** major issue I reported from the start was that one of the tires wouldnt hold air. When I brought the vehicle to a mechanic, I was told that the tires were cracking. I relayed this information to Carvana, who directed me to a third-party warranty provider. That company told me they do not cover tires because they are considered normal wear. While I understand that tires are typically not covered under warranties, this vehicle was only in my possession for two weeks there is no reasonable explanation for tires being cracked and unfit for driving in such a short period of time unless they were sold to me in that conditionAdditionally, the brake rotors were severely worn and needed immediate replacement. The warranty only covered the rotors and not the pads, I had to pay out of pocket for part of the repair. Again, this level of wear and tear does not happen within two weeks of normal driving and clearly points to a lack of proper inspection or disclosure at the time of sale.I have now spent a considerable amount of money on repairs to a vehicle that was supposed to be backed by a satisfaction guarantee and a warranty. Carvana has been dismissive throughout this process, and I feel misled and taken advantage of.Business Response
Date: 06/10/2025
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 TeamInitial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus: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 writing to formally raise a complaint and seek immediate resolution regarding the recent purchase of a 2011 *****, VIN 1HGP3F86BA003247, which I purchased from Carvana on Friday, May 16, ******* the time of purchase, I was assured the vehicle had passed a comprehensive 150-point inspection and was in good mechanical condition. However, within two weeks, the vehicle suffered an internal engine failure, which has now rendered it undrivable and has raised serious safety concerns.When I contacted SilverRock, I was informed that critical components such as the spark plugs and timing belt would not be covered under the 100-day limited warranty, as they are considered routine maintenance. However, these components are closely tied to engine function and may have contributed to the failure. If these parts were worn or faulty at the time of sale, the vehicle should not have been listed as mechanically sound. Key Concerns:The engine failure occurred only two weeks after purchase. This calls into question the validity and depth of the inspection Carvana claims to have performed.The refusal to cover essential components under warranty is unacceptable, especially when such components may have directly caused or contributed to a complete engine ********** a consumer, I feel unsafe and misled by the condition of the vehicle and the limited support being offered.I Am Requesting the Following:An explanation of why critical engine components were not flagged or replaced before delivery.If repairs are not feasible, a full refund or vehicle replacement.Full cooperation with the Better Business Bureau and, if necessary, an independent arbitration process.This letter serves as formal notice of dispute and demand for resolution. If I do not receive a satisfactory response within 10 business days, I will file additional complaints with the state attorney general, consumer protection agencies, and consider small claims litigation.Business Response
Date: 06/10/2025
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
Carvana LLC is NOT a BBB Accredited Business.
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