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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

    • 4,912 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:06/25/2025

      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



       

    • Initial Complaint

      Date:06/25/2025

      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.
      When I purchased a car from Carvana I was told that my car would come with no registration fees that all fees would be included in price and Ive called and called multiple times and recieved a letter in the mail stating that they would reimburse any and all registration fees

      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:06/25/2025

      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.
      During the purchase process, Carvana agents repeatedly threatened to sell the vehicle I had selected to another buyer while I was waiting for Carvana to complete their required stepswhich were delayed at every stage. I was told that if I did not respond within 24 hours, I would lose my $1,800 deposit. However, the delays were entirely on Carvanas side, and I was unable to proceed until they completed their part of the process.Throughout the transaction, I was given conflicting and inaccurate information. The agents assured me that certain issues would be handled, but those commitments were not fulfilled. At the time of pickup, parts of the vehicle were missing. Carvana acknowledged this and promised to send them to me as part of our agreement, but they never did.Due to inclement weather at ******, I was not able to fully inspect the car until I got home. Upon closer examination, I discovered undisclosed damagea golf ball-sized dentlikely caused during shipping. This damage was not visible in the online listing and was not disclosed prior to the sale. Carvana submitted a claim to a third-party evaluator, who denied the repair request, stating the damage was "normal wear and tear." However, the car only had 450 miles on it, and such damage is clearly not typical for a nearly new vehicle.Carvana has since stated they are unable to override the third-partys denial and expect me to cover the cost of repairs for damage that was never disclosed. I gave them multiple opportunities to reconsider their position, but they ultimately responded that there was nothing they could do to resolve the issue.

      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:06/25/2025

      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.
      Our ************************************************ FULL at the *************************************** March 31, 2025. We did not require a loan and transferred the funds directly.We finished our paperwork and received our temp tags expiring 6/29/2025.Carvana failed to properly register our vehicle so now we have to go to DMV and do it ourselves but first we needed the title.They failed to provide us the proper title paperwork in a timely manner and we have had to call many times and finally they mailed us the last of the paper work. We sent back the title paperwork via **** early June. Every time we call we dont get any answers or guidance.We called June 23 to get update since our temporary tags are expiring soon. They said they cant extend our tags. We wont be able to drive the car past 6/29. A car that we OWN because we have paid carvana in FULL. ******** has failed to provide us a proper service. They have all our money for a vehicle we purchased and now we want them to make this right.

      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

    • Initial Complaint

      Date:06/25/2025

      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.
      Sold a vehicle claiming no major repairs or being in an accident. Posted pics of surface scratches. The third brake light was hanging out, a hole was drilled in the rear driver door jamb, was clear the vehicle has been repainted and was not original paint, the finish is peeling off.

      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: 06/28/2025

      I have reached out to company. I have not had a upper management contact me about all the issues. I was told a driver was coming out to pick up the vehicle and bribg me a check for mine. I have to settle for this because they would not give me back my vehicle, eventho this was all the companies fault. Now I had to go by a vehicle juat to get to work or other things. The one they left us dangerous to drive due to a serious vibration that causes the steering to be inoperable at highway speed. I have all pictures and videos. So again nothing but false information from the company saying they have contacted me about the issue

      Business Response

      Date: 06/30/2025

      Dear BBB,

      Thank you for providing further insight into this situation. Upon additional review of the account, our team has worked with the customer and provided a resolution they accepted. 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, however, it seems like we missed the **** with your vehicle while completing our 150-point inspection. As part of the 7-Day Money Back Guarantee, we have options for customers to be able to exchange their vehicle for another, utilize the free 100 Day/ ***** ************ Warranty for vehicle issues, or return the vehicle for a refund. We hoped to be of further assistance to the customer and found the best path was to move forward as they requested, a return and refund. There is a return appointment scheduled for tomorrow for their unwanted vehicle to be returned to Carvana and to receive payment for the vehicle they used as a trade-in. Our policy with trade-ins is that once the vehicle is sold to us, we will no longer be giving it back. This is made clear on our contracts prior to the transaction being completed so the customer is fully aware of the policy. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us. Should they require additional 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, 
      The Carvana Team

      Customer Answer

      Date: 07/07/2025


      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:06/25/2025

      Type:Customer Service 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 16, 2025 I submitted a payment of $2,500 and $290 to to carvana for a vehicle. Their horrible finance department sends me a response indicating I cannot redact my child's information or bank account information from my tax returns even though info gets leaked on the internet all the time and all they have to verify is my income. I cancel the order. I then receive notice from their customer service *** that "it could take up to 15 days to process the refund." I let them know that this is unacceptable for a refund. However they will give you credit if you want to purchase another vehicle. I believe this is an unfair practice by this company but that's another topic. I want my refund expedited due to their department member's discrimination of my credit application. I contacted my bank and they are not responding to my bank for a refund.

      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:06/25/2025

      Type:Sales and Advertising 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 was sold a vehicle (2023 ****** bz4x) advertised as an AWD drivetrain on the Carvana website. When I took the vehicle into the dealer for service, they informed me that it was not an AWD vehicle, but rather front wheel drive only. I have the listing from the Carvana website stating this, and the information from ****** stating otherwise. I was intentionally shopping for an AWD vehicle because of where I live, and was deceived by Carvana.

      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

      No action has been taken on their part.  

      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:06/25/2025

      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 am writing to formally express my concern and dissatisfaction regarding a serious issue with a vehicle I purchased from Carvana. On September 19, 2024, I purchased a 2020 Kia ******* (VIN: *****************) through their platform. At the time of purchase, I was assuredboth by both online materials and through direct conversation with a Carvana representativethat their vehicles are thoroughly inspected and that retread tires are not installed on any vehicles they sell. However, on June 23, 2025, I discovered that at least one tire on the vehicle was a retread, and it had suffered a tread separation failure. The tire shows clear signs of delamination and casing exposure, consistent with a retread that failed under normal use. I have photographic evidence of the tire and can confirm it does not meet the safety standards expected of a non-retreaded tire.

      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:06/25/2025

      Type:Customer Service 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 2023 ****** Kicks with Carvana on May 12, 2025. Carvana delayed my registration and plates for over a week, having the vehicle sit idle in my driveway. The state I live in will tow or impound cars with expired tags and registration, therefore making the vehicle undriveable. To compensate me, Carvana promised me a $250.00 check on or around June 11, 2025. As of today I have not received that check and when I call they inform me they are sorry and are not aware of why their promised payment is delayed.

      Business Response

      Date: 06/26/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. We have contacted 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:06/25/2025

      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 ****** Carvana took $1590 and $300 from my bank account as a down payment. The car was unavailable. I asked for a refund and was told itll would be in my account in ***** days. It has yet to be refunded.

      Business Response

      Date: 06/25/2025

      Dear BBB,

      Thank you for bringing this situation to our attention. We have contacted 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

    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.

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