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

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  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:06/09/2025

  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
  
  

• Initial Complaint

  Date:06/07/2025

  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 the vehicle 2 months ago and have had nothing but issues. Vehicle hasnt started multiple times and ********* dealership cant determine the cause. It has left me stranded multiple times.Grinding noises are occurring at low speeds. I feel as if ive been sold a vehicle unfit for sale.

  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: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.

  Bought a 2016 ********** Tiguan through Carvana back in January. Right away knew there was an issue because I smelt exhaust in the car and it always fogged up. Took it in to ********** and was told I needed a new turbo. Had to have that replaced, still under the 100 day warranty at that time. Now its June and my back tires are completely worn out, clearly an alignment issue that was there from the start. No ways the tires should have worn like they did so quickly. Carvana wants nothing to do with me when I try to talk, email, or chat with me. Car was overpriced from the start, customer service is not at all helpful, just an overall bad experience. I feel that they should pay for my rear end alignment and new tires.

  Business Response

  Date: 06/08/2025

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer and resolved this complaint directly with them. Tires are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. We do, however, review concerns regarding wearable items within the first 30 days/1000 miles, whichever comes first. The customer has passed this allotted mileage at the time of their diagnosis and therefore, we will not be assisting with any repairs. 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: 06/09/2025

  I bought the car in January and was sold a car with a plug in the tire which is now leaking.  I have also included a pic the wear on my tires because of an obvious alignment issue that was ignored by Carvana too.  I feel the car was not properly inspected.  I already had to have the turbo replaced because I noticed the car stunk of exhaust and fogged up constantly as soon as I got it.  Carvana has many complaints such as this all over the internet.  Not an honest business at all.

  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. 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:06/06/2025

  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.

  On March 30, 2025 I picked and purchased a 2024 ****** Pathfinder from the Carvana vending machine in ******* *********. The vehicle had just ****** miles on it, was $34,000. I noticed that the air was not blowing cold. I called Carvana and I was given the in network repair facilities. We noticed that one side of the front bumper was bowing out. on that same day call Carvana and inform them of some damage to the front of the car. Again, I was given a list of in network repair ************* was a Sunday so I had to wait until the next morning to call and make an appointment. On March 31, I called ********* to make an appointment to service the **, who was one of the repair providers that was approved by ********** the company they partner with for their coverage. My appointment was on April 2nd. I also called a repair shop Mitchells body shop to make an appointment for the front end bumper. My appointment was scheduled for April 3rd at 10:00am. On April the 3rd we arrived at our appointment once we gave ********* our information and mileage. They refused to service the car. They stated they hate working with SliverRock and it was still factory warranty and to take to a ****** dealership. went to a ****** dealer and was told to come back the next day. We came back on April 4th, ********** approved for the dealership to remove the front bumper. Once the bumper was removed they immediately noticed sever damage to the front in, due to a wreck. I they missed my appointment for the body shop for the estimate for the bodywork that needed done. The dealership keep the vehicle until April 14th. I called for another appointment for the estimate I was given April 25th. ********** did not approve the estimate for the body work. I was then told by SilverRock and Carvana that since the estimate/ damages was reported in the first 7 days they couldnt approve it. There were undocumented damages to the vehicle and not they will not take responsibility and cover the repairs.

  Business Response

  Date: 06/07/2025

  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: 06/09/2025

  
  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,
  
  Amber See
  
   
  

• Initial Complaint

  Date:06/06/2025

  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 Mercedes C300 from Carvana on 05/10/2025. The website listed all the features the car came with and they all some great. A drivers assistance package for lane assist, adaptive cruise control and built in gps navigation. I couldnt find any of these on my car so I took it into the ******** dealership and this car doesnt have any of that and Mercedes charges $550+ just got navigation. No telling how much it is to add the driver assistance package but its not cheap. When I chatted with a representative she told me theres nothing they can do since its passed the 7 day money back policy. I dont want my money back, I want the features listed. Its 100% false advertising and Id like these features to be added like they were promised. I also want to be reimbursed the almost $300 Fee I paid to have the car transported.

  Business Response

  Date: 06/07/2025

  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