Complaints

This profile includes complaints for Carvana LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carvana LLC has 35 locations, listed below.

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• 

  Carvana LLC

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

• 

  Carvana, LLC

  63 Pierce Rd Winder, GA 30680-7280

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana Nashville

  4270 Kenilwood Dr Nashville, TN 37204

• 

  Carvana, LLC

  4070 Interchange Corporate Center Rd Warrensville Heights, OH 44128-5631

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/16/2023

  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 my car from CARVANA. They show on line the the problems with the car like stains or scratches etc. So as a consumer you will be well informed and make a decision if you want to buy the car with any kind of damage and especially a damaged windshield. I picked up my 2020 ****** Kicks 2/10/2023 around 5pm in ************** **. I inspected my car at that time. At that time it wasn't obvious to me or my friends. I went to have my mechanic do an additional 150 point check the next morning, 2/11/23 in ************** at 7am. He saw a couple of chips, (one was a small chip/crack), on the windshield and also saw a larger chip UNDER the CARVANA sticker. Thats unreasonable! These 3 chips are pretty much in a 4x4" triangle on the drivers side.Way to the left.These were not disclosed on line while I was searching for this car or was there any mention of them. It may have been a deal breaker for me as it is expensive to replace the windshield and it SHOULD not be at my expense. I have gotten no where with my complaint with CARVANA. I think it's disgraceful, unacceptable and pretty sheisty to cover up the larger chip on the windshield with a sticker and for them not to remedy this situation. 

  I sure hope you can make the repair happen for me. I'm extremely dissatisfied and disappointed.

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

  is under the CARVANA sticker...dont think so. Needless to say I'm not satisfied and I'm a bit angry.

  Business Response

  Date: 02/17/2023

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we have resolved their complaint directly with them. 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
  
  

  Business Response

  Date: 03/16/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website.  If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  
  

  Customer Answer

  Date: 04/03/2023

  Here is  my rebuttle AGAIN! Nothing...nothing has been resolved. This complaint and repair to the windshield has been denied multiple times. 

  Thankyou in advance

  ***********************;

  Business Response

  Date: 04/14/2023

  Dear BBB,
  Thank you for providing further insight on this situation. Upon additional review of the account it looks like our team has worked with the customer and provided a resolution. ******************** does not cover cracks or chips in the windshield. We did however submit a review of the chips presented by the customer which was ultimately denied for coverage. The chips were found to be small and within standard and in a location that did not interfere with the customers view of the road. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you, 
  Carvana Team
  

  Customer Answer

  Date: 04/24/2023

  I'm not satisfied with CARVANAS decision. I still think that the issue with the significant cracks and chips should have been resolved with replacement or repairs. Also that they weren't disclosed while I was shopping for that particular vehicle. They point out scratchs or stains but not damaged windsheilds?. I consider that is important damage. It is TOTALLY UNACCEPTABLE and extremely sheisty that one of the largest chips was covered by a CARVANA sticker. They should be ashamed. Their response to that was....it wasn't intentional that the sticker was put over the chip, Im certain it was. That's a ridiculous explanation.

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

  Business Response

  Date: 04/24/2023

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we have worked with this customer and provided a resolution. 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:02/16/2023

  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 attempted to purchase a vehicle from Carvana with a trade in, but discovered that the car that was delivered had a blown head gasket so we requested our trade-in back within the 7-day return period. Our car was returned but they did not bring the title back with it. I discovered that the title was surrendered to the **************** in Carvana's name, so legally it appears that the vehicle belongs to Carvana although it is registered in my name in the **************** and the car belongs to me. I have been contacting Carvana for over a month and customer service tells me that the title department is working on it, but they have had enough time to resolve this issue. The *** for the vehicle is *****************.

  Business Response

  Date: 02/17/2023

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we have resolved their complaint directly with them. 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:02/15/2023

  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.

  They have been working with her but have told her it will take time. It seems that the paperwork continues to be the problem. Carvana originally had the lien sent to VW INC.  They have contacted them 2/14 and VW needs the lien release and request faxed again. This was requested back in 2021 once we found out the problem. Just frustrating that the process is taking so long. she is fined, making this an inconvenience which can be expensive. Any help you can get us in getting a title that is correct would be appreciated. Her name is ***************************************. Thank you.

  Business Response

  Date: 02/15/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this 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
  
  

  Business Response

  Date: 02/16/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this complaint. We are working with our registration specialists and the ********** of ***** Vehicles to correct the title issues on the vehicle. We are committed to getting this resolved for the customer and will continue to keep them updated on our progress. 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: 03/01/2023

  
  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:02/14/2023

  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 vehicle from carvana paid cash entirely out right. Initially told had a 150 point inspection done prior to sale, resulting with no known damages including no flood water or wrecks. Well that was all a lie , this car sat in water for years per their very own choice of mechanic locally ********** Also had a Carfax report stating no work had been done .I was told it was deemed unsafe to drive and he didn't feel comfortable with me taking the car from there. ********** also informed me that there had been an exhaust recently replaced,and no way they would have missed all the rust damage when adding that) Which carvanas insurance company didn't like their answer and told me I needed to get a second opinion. To take to their other mechanic of choice locally, pep boys. Which I did, and at first they were skeptical to help but I guess carvana was able to convince them . Not to mention my 2007 Cadillac escalade I traded in with a very low offer from them !

  Business Response

  Date: 02/15/2023

  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:02/14/2023

  Type:Order 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 on 04/10/2022 from Carvana an originally applied for financing. I called Carvana the next day inquiring about paying the car off early and where to send a check. Payoff check for $43,548.50 (full payment) was sent per instruction from Carvana April 13th, check was cashed by Carvana on May 5th. This was prior to me receiving the vehicle. My 1st payment to finance company Bridgecrest wasnt due until 05/17. Carvana took until 06/06/2022 to send payment to Bridgecrest. I was charged interest on a loan I paid off before my 1st payment was due because of Carvanas mistake. Bridgecrest closed my account as it was paid in full mailing Carvana the title on Oct 6th 2022 Carvana after receiving title returned it to finance company. Nov 10th 2022 finance company again sent title to Carvana and once again Carvana returned it. On Dec 19th 2022 after literally dozens of hours on the phone over 9 months *************** sends to Carvana and Carvana confirms they have title and sending to me. I contact Carvana two weeks later and they say they dont have the title and I need to file for a replacement with the **** However in the title replacement paperwork at the *** they say the dealership (Carvana) is the one who must file paperwork for duplicate title. Carvana refuses to provide title that they said they would send and wont corporate in getting new title from *** so I can get it from them. Have a meeting with an attorney next week to potentially file lawsuit against Carvana. Was told this is common practice for Carvana. Everytime I speak with a rep they say they will talk to a supervisor and call back but I never hear from Carvana on the matter.. They have the title just send it to me. The cars been paid off for 10 months. My only other option is court and filing a lawsuit where I will also be asking for fees

  Business Response

  Date: 02/15/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have contacted our customer, and we are working directly with them in regards to this 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:02/14/2023

  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.

  We bought a vehicle from Carvana using our banks approval letter, waited for two and half weeks due to the delivery date being pushed backed. After calling several times, we finally got the truth, that the vehicle was a returned vehicle that hadn't went through inspection. We opted to pick another the vehicle. We finally finished all the paperwork and received the vehicle Oct 5 and ensured we will get an email when the tags were ready to be picked up. We ended up calling on Jan 3rd due to not having got an email and tags were now expired. They said it was not ready and they would put in for a voucher be approved of 500 to be sent. We called again 5th and they informed that there was a glitch in the system and email never was sent but now it was ready. We went to the office on the 6th but was informed the truck had to be there. So on the 11th of *** when my husband could finally get off, we went and was notified that the check they sent were ****** short. We immediately called Carvana and sadly didnt have any explanation or solutions. They only informed us that the $500 check was approved but not to use it for the tags so they could figure out what was going on. We ended up sending a demand letter on 1/23/23 due to not getting any explanation or solution. With a demand of not only the money for the tag of $****** but half of the cost for a rental truck for 36days (Jan 1st when tag expired to Feb 5th deadline on demand letter) which equalled $2,882.79. We have yet to hear anything back from them, and just as a last effort reached out on Feb 9th, was told we could no longer get information concerning our account. Then yesterday we received a check for $385, only covering the tags. Which is very disappointing due to having to missed appointments, 2 funerals & the stress of having to pay to payments on the vehicle but could not drive it.

  Business Response

  Date: 02/15/2023

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears all further communication with this customer must be routed to our legal department. We ask that this customer directs all further communication to our legal team. If they do not yet have a point of contact, they can expect to receive outreach as soon as practicable. 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:02/14/2023

  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.

  As an outsider looking in (my fianc works for the ********** location) Ive seen and heard inappropriate comments being made to a female employee by an older male employee (not my fianc). Management hasnt done a thing about it. In fact they tried to put the same two in a shuttle alone today when it was just reported yesterday. One of the managers went as far as getting ****** mad about the situation and not getting his way. Almost like the guy that was making the comments was *********** and management was trying to put him in a vehicle alone with her. Where who knows what would have happened? Curious as what to can be done about the situation.

  Business Response

  Date: 02/14/2023

  Dear BBB, 
  Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update. We recommend that the employee in question contact Carvana's *************** Office at *****************************. 
  Thank you, 
  Carvana Team