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

4,904 total complaints in the last 3 years.
1,785 complaints closed in the last 12 months.

If you've experienced an issue

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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:06/10/2025
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 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 Team

Customer 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 Team

Customer 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 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 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 Team
Initial Complaint
Date:06/09/2025
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 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
Initial Complaint
Date:06/09/2025
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.
Complaint Against: CarvanaCompany Address: ****************************************** Purchased: 2017 ****** Prius (VIN: *****************)Complaint Summary:I purchased a used vehicle from Carvana and provided a $12,000 downpayment, expecting the loan to reflect a reduced amount financed. Instead, the loan was written for the full price of the car as if no downpayment had been made. I was later refunded the downpayment and told I could apply it to the principal.This action does not correct the original loan terms and results in:- Interest being charged on a larger amount than I agreed to finance- Incorrect loan disclosures under the Truth in ********************** harm due to misleading and unfair practicesI am requesting that Carvana correct the loan by rebuilding it to reflect the original intent: financing the purchase price minus the $12,000 downpayment. I have tried to resolve this directly and am now filing this complaint through the BBB for public accountability and resolution.Sincerely,********* *****
Business Response
Date: 06/10/2025
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

Customer Answer
Date: 06/10/2025
Although the business has contacted me and admitted that the mistakes with my loan were due to their errors, they have done nothing to correct their errors. I have sent them numerous responses by email and mail, and spoken with several agents by phone. They have not fixed their errors and I believe they are in violation of the Truth in Lending Act.
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 Team
Initial Complaint
Date:06/09/2025
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.
They are not giving my deposit holding it and the car was returned to them as stated and called to return vehicle next day and they came picked up car and kept my 4600 deposit
Business Response
Date: 06/10/2025
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 have refunded the customer via check. 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:06/09/2025
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 got my car on June 4th. It had been at the shop since same day. Today is now June 10th. Car is still at the shop. Ive done everything Carvana has asked. I was told by the mechanic that silverrock denied the claim for tires. Carvana gave the car with unsafe tires That wont pass state safety inspection. I sent over the inspection report to carvana like i was asked too. Was told someone would reach out that same day never did. I reached back out to carvana and was told carvana sent over a claim exception to silverrock. Now i contact silverrock and they say carvana has not sent anything over or contacted them and now Carvana needs more paperwork that SilverRock already has. Im about to be out almost $800 for a car I havent even driven yet cause carvanas 150. Point inspection didnt actually inspect the tires. My 7 day guarantee is up in 2 days. Carvana has been 0 help so far and basically said its on me if Silverrock doesnt cover the tires. How? Carvana sold the car that way !
Business Response
Date: 06/09/2025
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: 06/11/2025
Yes someone from their executive resolution team has reached out. He has poor communication. Doesnt respond to messages. And calling in you get someone else on the phone who has 0 idea of whats going on even though they have the account pulled up. Carvana is still insisting SilverRock should be paying but SilverRock has made it clear they will not be paying for the tires which has cost me $635 plus mounting and balancing. Carvana should be responsible for that as they gave the car with dry rotted tires. I would understand if I drove the car for days/weeks but the car was dropped off at the mechanic (one in recommended by Carvana and SilverRock) the same day it was picked up. All I want is this rectified as Carvana did not do their due diligence on the tires in their alleged 150 point inspection. I have paid out of pocket is $817 for something Carvana shouldve had fixed. All I ask is to be reimbursed the $635 for the tires. I do have the receipt if needed.
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 Team
Initial Complaint
Date:06/08/2025
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 recently purchased a car from Carvana. In the images of the Tesla that I purchased, it shows that the vehicle comes with a charger. After attempting to charge it, I have realized that it was a ****** charger. After paying for the plus warranty and attempting to get resolution from Carvana, I was basically told that it was my problem because I was after the 7 day period even though the car was marketed as having a charger as an accessory. They were dishonest in how they marketed this and show no remorse or offer any help in correcting this.
Business Response
Date: 06/09/2025
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: 06/11/2025

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:06/08/2025
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 May 7, 2025 we purchased our 2021 Jeep Grand Cherokee L from Carvana that had less than ****** miles on it. Less than 1 month later, on 6/4/2025, before our first monthly payment was even processed, our battery died and it was discovered through the AAA mechanic that there are wires sitting in water internally in the vehicle, along with black mold. We initially tried to go through Carvana's warranty company, ***********, to have the vehicle repaired, but we are unable to find any mechanics who are willing to fix the vehicle because of the sitting water and electrical wires. My husband and I have spent hours on the phone with Carvana the past few days being bounced around to different people on Carvana's team with no resolution. Twice now they have promised to reach out to us and have not done so. Tomorrow will be the 6th day that we do not have a working vehicle and we will be forced to pay to rent a car so that my husband is able to get back and forth to work. Our first monthly payment of $305 was processed this weekend, but yet our vehicle is inoperable.We want Carvana to get us out of the vehicle and take it back, to refund us our first monthly payment of $305 that was processed when the car was inoperable, and refund us the down payment amount owed to us for our prior car that we traded in for this purchase.
Business Response
Date: 06/09/2025
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

Customer Answer
Date: 06/10/2025
Our Case Manager from the Executive Resolution Team has not followed up as promised. On Sunday, he gave us the incorrect phone number to get ahold of him so we were trying and failing to reach him throughout the day yesterday. He was supposed to call my husband yesterday before the end of the day and did not do so. Carvana also did not reach out and follow up with Silver Rock like they said they would yesterday so that we could get the necessary documentation from the repair shop. In addition, one of the customer service **** that my husband spoke to was very unprofessional on the phone with her verbiage. We are now on day 7 of not having a functioning vehicle, there is no resolution in sight and Carvana has no sense of urgency to help us.
Business Response
Date: 06/10/2025
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. Their dedicated case manager as well as our team has been in contact with the customer throughout these mentioned dates as well as today. We appreciate the customer's patience while we work together for this repair process. 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:06/07/2025
Type:Order 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 attempted to purchase a vehicle through Carvana. They have a 7 day money back guarantee. After having the vehicle for 48 hours, the check engine light came on and I requested to return the vehicle. I was told by Carvana that they would pick it up June 7th and that the contract would be voided and any monies refunded. I contacted Carvana 3 times on June 7th to find out an ETA. It wasn't until 7 PM that I was told they rescheduled it. I was not contacted about the reschedule and they wanted to push it off another week. This is not acceptable as I requested the car to be picked up within the required time frame but they have refused to complete the pick up as scheduled. This contract needs to be voided as it was within the required time frame and removed from my credit report.
Business Response
Date: 06/08/2025
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:06/07/2025
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.
Sold a vehicle to me with several pre existing damage issues and listed options not even installed in the vehicle. The repairs for one of the pre existing damages is around eight thousand dollars with the other claim being over two thousand. I have requested both their legal team or a member of management and they refuse to connect me to one.
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

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Carvana LLC is NOT a BBB Accredited Business.