We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Car Dealers

Carvana LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Car Dealers.

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.

    Please enter a valid location.

    Customer Complaints Summary

    • 4,922 total complaints in the last 3 years.
    • 1,853 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 27th 2025 I placed an order to purchase a 2023 Kia **** from Carvana/Carvana Website. On June 27th Carvana processed a $890.00 Shipping Fee. On June 28th Carvana Cancelled the order , despite all the documents being submitted.I need Carvana to refund my $890 so I may use it towards another vehicle!

      Business Response

      Date: 07/03/2025

      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:07/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 26, 2025, I purchased a 2013 ***** Accord from Carvana, and the vehicle was delivered to my home. Upon delivery, I opened the hood out of caution and was shocked to find that the vehicle had no engine oil, no coolant, and no essential fluids whatsoever.Despite this, the car had an oil change sticker and inspection paperwork from Carvana, suggesting it had passed a multi-point inspection and was ready to drive. If I had not personally checked under the hood, this vehicle could have suffered engine failure, potentially endangering myself and others.I immediately contacted Carvana to report the issue. However, all that happened was someone took my phone number and made a note of the problem. No one followed up, no one offered to inspect or fix the issue, and no solution was provided. I was forced to pay for the fluids and initial servicing out of my own pocket to prevent damage to the engine.This is a serious case of negligence and false representation of vehicle readiness. I am requesting that Carvana:Reimburse me for the costs I incurred to service the vehicle upon delivery.Provide a formal acknowledgment of their failure in properly inspecting and preparing the ********** and improve their delivery and inspection process to prevent this from happening to future customers.This experience was highly disappointing and put me in a vulnerable financial and safety position. I hope the BBB can assist in holding Carvana accountable.

      Business Response

      Date: 07/02/2025

      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:07/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 vehicle in full the website had it as get the next day. Its been one month and they will not explain why they wont deliver the vehicle or even keep me informed of the mechanical changes they may be making for a thirty thousand dollar vehicle. I feel its my right and they say they have advocates for me but they dont advocate for me they stall for the company.

      Business Response

      Date: 07/02/2025

      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:07/01/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 took delivery on a vehicle 2 weeks ago from carvana. At delivery I discovered a crack in the windshield. This defect was not reported on their website before the transaction. I had the delivery driver take a picture of the cracked windshield. Whether this person filed this to the company, I don't know. When I contacted carvana about this issue, they stated that their warranty company would not cover issues with windows. The advocate then tells me that they would only reimburse me for getting the crack filled($200.00). I complained that you sold me a car with an unrevealed crack in the windshield and refused to repair it. Would anyone buy a vehicle knowing that it had a crack in the windshield and you will have the responsibility for repairing it yourself? This is totally unacceptable.

      Business Response

      Date: 07/02/2025

      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: 07/03/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23545938, 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,



      Gary Falden



       

    • Initial Complaint

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      just a vehicle from Carvana one month ago apparently there was a minor accident in the front of the car that was not disclosed at thetime of purchase. Now my car is peeling and the signs of this minor accident is now uncovered. I called Carvana. They would not help me one bit

      Business Response

      Date: 07/02/2025

      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:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Re: unsafe vehicle, minimal followup, and now its back for sale (less than 2 business days later)I purchased a 2021 **** Explorer from Carvana on 6/20/25 for $24,990 plus taxes and fees. I picked it up officially on 6/23/25. Almost immediately, I noticed multiple issues a loud muffler, fluid leaking near the rear differential, and an undisclosed crack in the drivers side headlight. All of which should have been found on the 150 point inspection that it had supposedly passed.Over the next few days, I made several calls to Carvanas warranty and repair department trying to clarify whether the issues should be addressed by ****, their preferred repair partner, or an auto body shop.On 6/24, I dropped the vehicle off at a **** dealership for diagnostics. By 6/25, **** informed me that even from a preliminary inspection, the vehicle required at least $9,500 worth of repairs and likely more as they began working on it. They also stated the vehicle was not safe to drive due to widespread failure across multiple computer systems.I contacted Carvana again and had to fight just to get them to agree to cover the diagnostic fee and provide a tow. While they eventually agreed, I have still not received reimbursement for the diagnostic, and no one from the Denver office followed up as promised. After waiting until 1 p.m. on 6/26 for a tow that never arrived, I was forced to drive the unsafe vehicle back to their ****** location ********* my shock, as of 6/30 less than two full business days after I returned it the same vehicle is now listed for sale again on Carvanas website. There is no realistic way those extensive repairs were completed in that time, let alone verified for safety.This entire experience has been incredibly frustrating and disappointing. The lack of accountability, poor communication, and willingness to relist a potentially dangerous vehicle without transparency is unacceptable.

      Business Response

      Date: 07/01/2025

      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 provide every customer with the ***** money-back guarantee period as an added safety net to provide extra peace of mind with their Carvana car-buying experience. After further review of the customers account, the customer's returned ****** was reviewed by our team and went through reconditioning prior to going available on the website for purchase. There is the check request for the customer to receive their refund on the diagnostic fee paid, the timeframe for review and mailing is between ***** business days. 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:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 car through Carvana and they arranged financing. The entity they use will not send the release of lien or title to me even though it has been paid off for more than 2 years. They keep saying they will do so within 10 days and it never arrives. I cannot now trade or sell my car. They chose the lender and it is their responsibility to fix. Have bought two cars through Carvana but will never use them again

      Business Response

      Date: 07/01/2025

      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:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a car delivered to me on June 9th. The very next day I drove it to work for the first time and noticed some noise coming from underneath somewhere and a check engine light came on. After returning home I decided to just return it but the Carvana associate suggested having it looked at and repaired if was just something simple. At this point I was only 2 days into the 7 day return policy. I arranged to drop the car off at a ****************** shop on Thursday so it could be looked at on Friday morning. After nearly a week in the shop, they finally contacted me and said the brakes were near failure, the alignment was out, and a couple other minor things, like an oil change, brake system flush, and a bad oxygen sensor. They then proceeded to tell me that if the alignment was not fixed, at the very least, the car would continue to have the check engine light come on because of the effect was having on the vehicle wheel sensors. Now the car is still sitting at the shop, and the only thing that SilverRock (Carvana insurance co) would pay for was the oxygen sensor. On top of that, ******** still won't release the car to me until SilverRock pays for the small amount of work that they actually approved. Now, over 2 weeks into owning the car I was able to drive it for 4 days and its been sitting in the repair shop since. Ive reached out to Carvana several times to plead with them about the situation and they simply say that they cant do anything for me since the car is now well outside of the 7 day return window. Call me crazy but I think that it should not even had put me outside of the seven day return window since I only was able to drive the car for 3 days and haven't been able to since. Im now in danger of losing my job because I have not been able to go to work without a vehicle and I commute 50 miles to work each day.

      Business Response

      Date: 07/01/2025

      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:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 2019 Chevrolet Silverado High Country in June of 24, while vehicle was in transit for delivery i was told there was a windshield issue and that delivery would be delayed until fixed. After delivery and inspection i found that the lane departure, brake assist and active cruise control did not work. I contacted them and was told those were not features on this vehicle, even though it was advertised as such and the buttons for those features were present. A year later I was driving and out of nowhere the windshield cracked almost completely across the middle (nothing hit the windshield). After taking it to a dealership I was told that the incorrect windshield was installed and that the safety features were in fact part of the vehicle but with the incorrect windshield and a recalibration they would not work. After contacting carvana to rectify the issue I was told they would not fix it.

      Business Response

      Date: 06/30/2025

      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:06/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 2016 Jeep Cherokee Sport from Carvana, with ****** miles for $16,086.55 after the $656.15 applied for my trade in. I purchased the vehicle on 04/04/2025. On 06/26/2025 while driving on I-40 in ****, the vehicle lost power and I was forced to leave the highway. The transmission and check engine lights were illuminated on the dashboard. I shut the vehicle off, waited a few minutes and then started the car again. All the lights went out and I was able to make it home before the lights came back on again. Because I had a warranty, I was told to take my vehicle to Precision Tune in ***********, **. I was informed by the mechanic that a Safety Recall was initiated for the Transmission Sensor. Since North Carolina Law prohibits car dealers from offering for sale vehicles with Open Safety Recalls, I should not have been charged $100 Deductable.

      Business Response

      Date: 06/30/2025

      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

    Carvana LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.