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

  15710 Shady Grove Rd Gaithersburg, MD 20877-1401

• 

  Carvana, LLC

  600 Creek Rd Delanco, NJ 08075-5210

• 

  Carvana Nashville

  4270 Kenilwood Dr Nashville, TN 37204

• 

  Carvana, LLC

  6014 S IH 35 Frontage Rd Austin, TX 78745

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:06/12/2025

  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
  
  

• 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.

  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 Team
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Team
  
  

• 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 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 Team
  
  

• 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.

  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 Team
  
  

• 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 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 Team
  
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Billing 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.

  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 career

  Business 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 Team
  
  

  Customer 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 Team
  
  

• Initial Complaint

  Date:06/10/2025

  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 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 Team
  
  

  Customer 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 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.