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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

Find a Location

Carvana LLC has 35 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Please enter a valid location.
    • Carvana LLC

      300 E Rio Salado Pkwy Bldg 1 Tempe, AZ 85281-0800

    • Carvana, LLC

      1026 Marietta St NW Ste A Atlanta, GA 30318-5506

    • Carvana LLC

      1930 W Rio Salado Pkwy Tempe, AZ 85281-2207

    • Carvana

      10939 Katy Fwy Houston, TX 77079-2203

    • Carvana, LLC

      600 Creek Rd Delanco, NJ 08075-5210

    Customer Complaints Summary

    • 4,909 total complaints in the last 3 years.
    • 1,767 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • 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

    • 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.
      bought a car from Carvana. unfortunately the "inspection" they do is not an inspection after receipt of the vehicle i took it to a shop for a self paid inspection to find multiple safety issues and other concerns that can be addressed but require longer to address ( I have bent wheels, bad tires, suspension issues, leaking brake lines, and possible electrical issues) however I cannot get in for a diag for another 2 weeks. they were deceptive in the way they sold the car. lied about a thorough inspection.

      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

    • Initial Complaint

      Date:06/06/2025

      Type:Product 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 have purchased a few cars from them, most recently only about 30 days ago. That process was SO easy. So, I was pre-qualified/approved for another and decided to. They kicked my order back over and over for various things. I provided them all. On 6/5, I spoke to 2 different agents who assured me all was uploaded and fine, yet again. That night, I get an email that my order was canceled bc I didnt supply documentation. I never got any other notices and THEIR agents told me all was well just a few hours earlier. I canceled the order. Now they are telling me that my 2k that was paid via debit card will take up to 15 business days to refund. I should also mention that never once did these people call me or email me anything beyond automated requests for this and that. Not to even mention they are refusing to refund the shipping fee. ****, its labeled as non-refundable but they are the ones not wanting to complete the transaction. And the car clearly didn't ship anywhere bc the deal was not finalized on their end. Shipping fee aside, 15 business days to get my 2k back that was paid via debit card is outrageous. All I get are canned responses when trying to talk to agents at this point. ***** this company. Just bc you had an easy deal once doesnt mean its not going to be a nightmare less than a month later. They dont value existing customers.

      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: 06/08/2025


      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:06/06/2025

      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.
      Please see uploaded explanation. It's too long to fit into this character space. In short I would like my deductible money back for an issue with my vehicle that I had to take to a shop that was NOT dicslosed prior to my purchase.

      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

      Hello, I'm responding to the resolution on my account. 

      I DID hear from ***** at Carvana on Saturday, June 7th.  We discussed the issues and explanation I had with the car purchased.  He did let me know that I would likely be getting my $350 back and that Carvana may be able to throw in additional money to cover a car detailing since the car was not detailed at the time of pick up.  He was very helpful and friendly.  I was told I would get a call back with the details on how I would be reimbursed.  I'm only rejecting this as it's not stated in the resolution on my account.  Once those details are put in writing of a response to BBB or I get a call back from Carvana explaining how I will receive my refund, I will come back into the site to adjust the resolution.

      Please let me know if there is anything else required on my end.


      Sincerely,

      ******** ****

      Business Response

      Date: 06/10/2025


      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:06/06/2025

      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.
      On June 5, 2025, I picked up a lightly used vehicle from Carvana at their *********** location. The scheduled appointment was for 7:30 AM, and the Advocate on-site apologized multiple times that they were running behind. This now raises concern that the final inspection or prep work may have been rushed and improperly completed.The vehicle had only ***** miles on it and cost approximately $40,000. It was sold as Carvana Certified with a 150-point inspection and limited warranty. I expected a safe and road-ready vehicle.But just hours later around 10:00 PM that same night (June 5) while driving on the highway, I suddenly lost control of the vehicle. It swerved toward the shoulder without me turning the wheel. After stopping, I discovered the driver-side front wheel was turned outward, while the other wheel was still straight. My mechanic later confirmed the tie rod was not properly secured and was missing a ****** pin, which is a critical safety component. This was a major mechanical failure that could have caused a fatal crash and should absolutely have been caught during inspection.I immediately contacted Carvana via Advocate Chat and began the claims process. The vehicle has been towed, and Im now working with a mechanic to assess the repairs. While I am grateful I wasnt hurt, this was an extremely dangerous situation that never should have *********** requesting:Full reimbursement for repairs, towing, and transportation A formal investigation into how this passed inspection And compensation for the emotional distress and danger this situation caused I was very lucky not to be injured but someone else might not be. Im filing this complaint to hold Carvana accountable and to help ensure this doesnt happen to another customer.

      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

    • 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 purchased a car from Carvana on 2/15/2025. I was told that the vehicle had a thorough 150-point inspection done and was not informed of any problems with the car. There is a 100-day warranty included with the purchase, but I did not take the car into a shop, as I had no reason to believe anything was wrong with it. Today, 6/6/25, I brought my car in for a pre-road trip inspection and was informed of a litany of things wrong with the car, the most distressing of which is that my brake pads were down to 1mm/basically metal on metal and my brakes would 100% fail on this trip without being replaced. I called Carvana and asked for my pre vehicle inspection report and was told that the brakes had been replaced during Carvana's inspection before I bought it (meeting their requirement of 4mm of brake pads) and that my driving must have worn it down that low in the four months I've owned the car. I have not driven the car enough to wear down brake pads from 4mm to 1mm and confirmed that could not be the case with the mechanics at the shop I am at, who say that the brakes likely were sold to me at just 2mm, which is highly dangerous. Carvana did not inform me of this problem or that it would need to be addressed in the immediate future when buying, nor was I informed that my tires needed to be replaced, my struts needed replacing, my battery was corroded, and about $5,000 worth of work that needs to be done. Carvana has refused to pay for any of this, saying that these are "wear" issues and not their problem.

      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

    • Initial Complaint

      Date:06/06/2025

      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.
      I placed a $590 deposit down for a car. The car I was trading in was in a very minor accident but required a slight fix nonetheless. I had to cancel my order due to this. I cancelled within 24 hours but Carvana is claiming I didn't. The company is refusing to provide a cancellation confirmation. The car hadn't even shipped.

      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

    • 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 financed a jeep through carvana, within the first 2 days I noticed engine problems, called in for an extended 7 day warranty and exchanged cars after realizing jeep had major issues. Then then send another jeep, that key doesn't work, so I immediately bring to get diagnosed at the mechanic shop, I then needed a new key and major parts in powertrain needed attention. I called for an extension on the 7 days and was told I could only get 48 hours when I previously got a 7 days extension. This jeep has been almost inoperable for a month and is now making noises so loud, I cannot drive it. Less than a month later, carvan is offering me 7k less than what they sold it to me for. 7k depreciation in a jeep driven less than 500 miles. That is fraudulent practices, they sold me a car I cannot drive and is now not giving me a fair trade. And the warranty company wants me to drop car off and pay put of pocket for a rental for possible reimbursement. This is unfair and unheard of.

      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

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