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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

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Carvana LLC has 35 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/28/2025

      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 April 13, 2025, I purchased a 2011 Infiniti G37 from Carvana. It comes standard with a 100-day warranty or ***** miles, whichever comes first. After purchasing the car, I brought it to a ********** approved mechanic because it was constantly dying and the mechanic immediately noticed the incorrect battery was in the car (this was covered by Silverock). However, once the car passed ***** miles (within the next 500 miles) the car needed some type of radiator/cooling system repair. A week later, it was misfiring and needed a diagnosis and fix of the misfiring of a cylindar. Now, the bearings on one of wheels have gone bad. And finally, after a couple of months, what I now believe to have been interior patchwork on the dashboard is starting to wear away and revealing that it was covering up cracks in certain areas of the dashboard. Excluding the dashboard cracks, the other work is costing me over $2,500 out of pocket. I am extremely disappointed and shared this with Carvana as it is very upsetting and also seems very unfortunately coincidental that just after the warranty expires all these things popped up that seemingly do not pop up overnight, but instead were brewing this whole time. While the ordering experience was very nice with Carvana, the experience over the past week, just 2 months in, is very upsetting and will make me think twice about using Carvana again. I am stuck with a car that has over a $19k loan and in just over 2 months incurred $2,500+ in repairs.

      Business Response

      Date: 06/30/2025

      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 Carvana 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 customer’s account, it appears the customer’s Limited Warranty of 100-day/4,189 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:06/27/2025

      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 vehicle on 8/2/21 from Carvana. I paid in full; never needed to finance the vehicle. Fast forward to 6/20/23 when I ordered a truck from Carvana. I planned to trade in my previous vehicle. Carvana requested the title which I realized I didn't have. My SC DMV showed me that the car I've owned for 4 years has a lien on it with Carvana, so the title was never released to me. I spent about an hour on the phone with Carvana who finally realized they made a mistake, however, I still had to cancel my order on the truck. Ironically, I can't provide proof of my title to Carvana because Carvana still has my title. I was told the lien would be cancelled and my title would be mailed to me. I was also told I would be updated in 2 days on progress. 3 days later...crickets. I call Carvana back, and I'm told there was a delay because they needed to verify my new address (which they asked me for multiple times previously). They still can't give me an update on when I will receive my vehicle title. So, I'm currently stuck. I can't sell or trade in my vehicle because Carvana screwed up 4 years ago, and now they refuse to take quick action when I'm in need of a different vehicle for work purposes. This has hindered my work abilities and is very frustrating when none of this was my fault.

      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:06/27/2025

      Type:Delivery 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 jeep grand Cherokee made my down payment and was scheduled a delivery of the car almost a week later after I took off work and spent a lot of money on insurance they waited till hours before the delivery to tell me they wasnt going to deliver it that I needed to take off work again for another delivery date even though it was in the contract of the delivery date and time which is a breach of contract on theyre behalf

      Business Response

      Date: 06/30/2025

      Dear BBB,

      Thank you for bringing this situation to our attention. We have been in recent contact with our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist. 

      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:06/27/2025

      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 vehicle from Carvana in 9/24. When I went to get my oil changed I was made aware that my car needs extensive work. The bottom of the vehicle is covered in rust. Carvana said it was pristine. The brake pads are non existent. Carvana said they were perfect. The coolant pipe is rusted and leaking. No comment from Carvana. The ** system broke. The rear wheel bearings are rusting and dangerous. No maintenance has been done, all the normal 60k miles maintenance still needs to be done. New spark plugs, filters, more than I can even remember. When I contacted Carvana they said they will not do anything to make it right. They sold me a lemon and now Im stuck with a loan for $17k. Way more than the vehicle is worth. I need a reliable vehicle to get to work. Im a special education teacher and my students need a teacher than can show up to work!

      Business Response

      Date: 06/29/2025

      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 Carvana 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 customer’s account, it appears the customer’s Limited Warranty of 100-day/4,189 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:06/27/2025

      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 land rover discovery from Carvana. After 200 miles the engine light came on for something super serious, so we called and decided to do the 7 day trade.With this. I went three weeks without a vehicle waiting to trade my vehicle, after putting 10,000$ down. So we go and drive three hours for the third time to trade the vehicle on a new Land Rover discovery, praying it would be on better terms, before getting on the freeway the tire light came on so we put air in the tire. By the time we drove 3 hours, the tire was low again. And at that time, we found a green slime kit in the trunk, so my wife took the car to the tire store to get the issue fixed. At that time they called us and said they couldn't and wouldn't fix the issue because the wheels had been welded and that was a legal liability and that's why it was leaking air because the weld was damaged. They gave the car back to us and we took it to another tire store that then told us the same thing.Because the car is 4 days old at this point we call silver rock hoping they could help us find a closer solution. So they approved us to use our local dealership because we have no Range Rover dealership in the town we live in. At this time, the dealership goes over the vehicle, gives silver rock everything they find and silver rock says before the price they have to send anadjuster. When this person went to the dealership he claimed the vehicle is fine welded and the tires losing air. And that they refuse to fix the issue. I understand the wheels are 2000$ a piece and I need three but l have asked for them to just get an aftermarket set for 1200$ just so that me and my three children under 5 are safe and don't end up in a bad car accident because my wheels have been welded and are cracking and not holding air. I just want my car fixed. I haven't had a car for 2 months because of this awful mess and I just want what I worked hard for to be what they say , safe and 150- point inspected.

      Business Response

      Date: 06/27/2025

      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: 06/27/2025

      The assigned advocate needs to review all documentation 

      Business Response

      Date: 06/29/2025

      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,

    • Initial Complaint

      Date:06/26/2025

      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.
      11/12/2024 The they said there was no recalls no damage to the car no work done to the body just little scratches from road debris, but when I got the car you can see there was front bumper work? The seats look like there was under water the tires that they were supposed to check had cracks and they dry rotted the transmission fluid was completely pitch. Black spark plugs werent even pushed down all the way or s**** in all the way transmission seemed like its gonna go out in. Theyre not basically saying its not their problem. Theres a piece of the four-wheel-drive that keeps on making noises. They have tried to fix it 3 to 4 times and it still isnt fixed. These problems were not listed in a description.

      Business Response

      Date: 06/27/2025

      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:06/26/2025

      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.
      August 20, 2024 purchased 2019 **************************. VIN#*****************. On the day of August 20 it was reported vehicle service light was on. Carvana advised vehicle be taken to service dealer provided from list of network providers. Dealer did not properly inspect my vehicle and turned off the service indicator light advising no issue and light was just no turned off. Months have passed and while driving my land rover signal comes on car slows down and smoke begins to come from the vehicle. It has been determined the vehicle leaks oil, the under carriage that protects the engine is missing and the turbo engine has failed. Vehicle repairs are over $7,000.00 and after repeated attempts Carvana has failed to assist with repairs. Vehicle was looked over by two different mechanics with the same results regarding service that needs to be done. Carvana stated a complete inspection was done on the 2019 Land Rover and that does not appear to be the case.

      Business Response

      Date: 06/27/2025

      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

      Customer Answer

      Date: 06/27/2025

      I have not received a call or email from Carvana regarding my complaint. 

      Business Response

      Date: 06/29/2025

      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:06/26/2025

      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 car from carvana on 3/20/2025 and on 4/5 I had to take it to the shop for a malfunction. Then I got it back and had it for a couple days, then the same issue occured. It was in the shop for a week and I got it back and drove it for ************************************************************ to be stranded and have to have it towed. The vehicle has been in the shop since 4/8 without me being able to have it for more than a day in working condition. Carvana refuses to refund me my money and take the vehicle back. I also traded in my working vehicle for the one I got from them and although the vehicle no longer is able to start carvana still expects me to make my payments and buy this vehicle from them.

      Business Response

      Date: 06/28/2025

      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:06/26/2025

      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 vehicle April 2025 and car has had so many issues since the purchase. Carvana sold me a damaged vehicle with emissions issues. The repairs are being made at my expense for a car that Ive had for 2 months and probably only driven 2 weeks total since I got the car.

      Business Response

      Date: 06/27/2025

      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 take the customer’s feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate an account with the information that was provided. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. 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:06/25/2025

      Type:Product 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.
      We sold our Jeep to Carvana paying to have it picked up.Carvanas driver phoned about 11:30AM today to advise that Carvana policy prohibits him from driving on the only Grosse Ile access, a toll bridge.I offered to reimburse for the toll. The driver called me again. The supervisor would not authorize crossing the toll bridge.The driver suggested I bring the Jeep across the toll bridge to him.We do not have a second car; thus, I would not have a way back home; so, delivering the Jeep to him was not a viable offer and he ended the phone call.Our pickup had been scheduled for June 24, 2 days before we leave ********. On the 24th, Carvana changed the pickup to the 25th.The only option Carvana gave us was to deliver the Jeep to the driver; thus, I phoned the driver and accepted his requirement for the Jeep to be delivered to him; suggesting we meet at the toll bridge road entrance; a 6 mile walk back home. The driver rejected the location, saying to meet him at the ****************** department store, *********, ********; 10+ miles from home.Since we are departing ******** on the 26th, I had to accept the drivers insistence on meeting at *******. I walked and hitched a ride home.I got on the Carvana web site and requested the pickup fee to be reimbursed to me. ********* told me to respond to one of the emails Carvana had sent to me. That suggestion was not helpful because each and every email we received from Carana were from DoNotReply email accounts.The first ***** who responded to me said he could not find me as an active account and ended the Chat. Then a ***** found our account but contended, the driver had not refused to cross the toll bridge. The driver recorded I insisted delivering the Jeep to the driver. WHY WOULD I DO THAT WHEN I HAD PAID FOR A PICKUP? Carvana charged me for the pickup and then made me deliver it! I am asking for that to be reimbursed!

      Business Response

      Date: 06/27/2025

      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: 06/28/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23520238, 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,



      Logan Burkhart



       

    Carvana LLC is NOT a BBB Accredited Business.

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