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

Customer Complaints Summary

4,906 total complaints in the last 3 years.
1,795 complaints closed in the last 12 months.

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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:08/09/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase thru Carvana a ************************************************************************************ exchange for 2014 ****** Rouge same terms day before delivery got a call needed transmission in which Carvanas team replaced. Struts shocks have been replaced under Silverock warranty. In need of inner and outer tie rods not covered estimate cost of repair $800. Then the airbag light came on need to take to ****** dealership cost of diagnostic $144 so the vehicle is not safe this does not include repair of airbag. Today I get another test truck wouldnt start. Carvana will purchase the same vehicle back for 10k which the payoff is 18k with Bridgecrest. I want out of this unsafe vehicle. Payoff in full so I can make a conventional purchase at my local dealership.
Business Response
Date: 08/10/2022

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: 08/12/2022
Rrecceived a voicemail from ****** with Carvana 8/19/22. I have returned his call twice on 8/11/22 to no avail. Correction to the email address that ****** had incorrect ******************* Correct email given to Carvana on 8/11/22 10:50 am EST. No communication has taken place verbally nor email.
Business Response
Date: 08/15/2022
Dear BBB,
Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates is in contact with our customer. If additional answers are needed, we ask that our customer communicates with their case manager. 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:08/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 24, 2022 I purchased a 2015 ****** Murano from Carvana. When the 60 day tag was approaching expiration I reached out to Carvana asking where the registration paperwork was. Their response was that they were working on it and to please be patient. I have called weekly, sometimes daily since without any resolution. It is now August 9, ******************************************************************** to title this vehicle. This is my only vehicle and have been unable to drive it since the temporary tags have expired.
Business Response
Date: 08/10/2022

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:08/09/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Vehicle purchased 4/2/2022 for $36,900 Vehicle listed on Carvana's website indicating that the car contained a 5.3 Liter V8 engine Verified with mechanic that this vehicle is actually a 4.3 Liter V6 engine Called to file complaint with Carvana, they opened a ticket # - VMT-***** on 7/26/22 and got back to me on 8/8/22 saying they would offer $1,400 for the price difference. I found a similar car on their site with the V6 engine and it was nearly $6,000 less than what I paid for my vehicle They raised the offer to $2,000, and I declined. I received a call today (8/9/2022) from a member of their Executive Resolutions Team and they placed blame on me for not catching the issue despite the fact that they posted the vehicle for sale with incorrect information and did not do their due diligence to verify this before my purchase. I was framed to be in the wrong for purchasing a falsely advertised vehicle. I offered to provide the *** number of a car that I found to be similar to mine on their site and the member of their team declined Representative mentioned that it doesn't matter what cars are listed as on our site, rather this value is based on ****** Blue Book value, I said I disagreed and that their listings for my car should be the basis I have asked explicitly for my options in this situation from Carvana and I have had conflicting answers between representatives which is causing increased confusion I would like to be properly compensated for both the price difference between what I paid Carvana for my truck, and what they would have sold it for had it been listed as a V6, and for the hoops I've had to jump through to get a resolution on this issue across 5 Carvana call representatives.
Business Response
Date: 08/10/2022
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

Customer Answer
Date: 08/10/2022
I have had communication with a member of the Carvana team as recent as yesterday and have seen no movement on my case as far as a resolution is concerned. I would like to proceed with the BBB to assist in finding a fair resolution.
Business Response
Date: 08/11/2022
Dear BBB,
Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates is in contact with our customer. If additional answers are needed, we ask that our customer communicates with their case manager. 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: 08/29/2022
I have not seen any progress in my case. Since opening my case with the BBB I have communicated with my case manager, Cal 3 or 4 times now. In our communications, he has suggested that I wouldnt know any better whether or not I received the correct vehicle or not which wasnt appreciated. Further, he is on the East coast and works the same work schedule as I do and has not shown a willingness to schedule calls, rather he will call mid-day when Im not available and then he doesnt provide a reliable call back number.
as for my case, I was mailed a check for $1,400 despite never notifying Carvana that I was satisfied with that figure, *** advised me to shred the check and I did. Further, the last figure that was communicated to me was $2,000 which shows a lack of record keeping and internal communication. *** left me a voicemail today while I was at work and told me that he doesnt have any record of Carvana offering $2,000 despite that being the offer on the table across 2 representatives (in calls with **** and ****** earlier this month). I believe at this point this might just be a tactic to get me to take the initial offer which is potentially thousands less than what I feel Im entitled to. In that voicemail, *** let me know that he will be out of the office until 9/4 which will further delay any efforts in receiving a fair resolution.
this has been by far the most unethical experience Ive had to deal with and Carvana has done nothing to show good faith to the consumer. Please advise immediately.
Initial Complaint
Date:08/09/2022
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 have no recollection of where my tags are I was told my tags are in progress however its been over 5 months and have yet received my new tags I was told to receive an email explaining the situation and that never happened to help accommodate my needs . I lost my job and my apartment because I do not have proper paperwork due to carvana lack of communication with there third party and my local dmv to better serve me (customer) I will never buy another vehicle from here again Im also going to ******** to publicize my complaint on improper customer service and experience with this company I am Distraught about my situation am in need of living assistance
Business Response
Date: 08/10/2022
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:08/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Carvana advertises themselves as a simpler, all inclusive car buying experience. Their customer representatives and sales associates assured me throughout the process that, among other things, my lisence, registration and plates would all be handled for my new vehicle for me and that they would be shipped to my door within ***** days of purchase. I was reassured multiple times over the course of multiple phone calls that all that information was true, sales associates regularly put me on hold to "talk to the registration team" or consult their supervisor. It is now 8 months later and I have not received my registration or lisence plates and was told today that I am responsible for the costs of those and have to go to the *** and handle it all myself. The state I live in has high registration and plates fees and this is a sudden and unreasonable expense to place on me. Carvana lied to and deceived me from the beginning. They also rebuilt my contract without notifying me until the process was already under way. I am not the only person to experience this, after the troubles began, I did some research and found a significant number of other people dealing with this exact issue.
Business Response
Date: 08/10/2022
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: 08/10/2022

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:08/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/9/22 I purchased a 2018 ****** Altima from Carvana. At that time, the vehicle had a 30 day Temporary ******** License Plate. After 30 days I still did not have a ***** registration for my vehicle, and I contacted Carvana. They apologized and issued a new ******* 90 day Temporary Operating Permit, which expires 8/9/22 (today) and I still do not have a ***** Registration. I have been in constant communication with Carvana over this issue, and they refuse to provide a ***** registration or any kind of resolution. They will not provide answers other than it is in process by their third party vendor. They will not tell me who their vendor is, and state that I am not allowed to talk with them, I was informed today that they cannot issue another TOP, and that I will be unable to drive this vehicle after today. I feel that I am a victim of Fraud.
Business Response
Date: 08/10/2022
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

Customer Answer
Date: 09/01/2022

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:08/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 2011 **** Edge SEL Sport Utility 4 D on April 6, 2022. The car immediately started to give me problems. The car immediately had issues with the battery, tire wheel balance, and power steering, which were caused by holes in the power steering hose. ********* kept the car from April ***** for repairs. But they were unable to fix the issues with the sunroof being stuck open and the issues with the radio. Carvana has a 7-day return policy, but we were unable to get an appointment at the **** dealership until May 11, 2011, which is outside of the return policy, so we had no idea what additional issues were before us. I asked to speak with a member of management and was told it would take ***** for a callback, months have passed, and I have yet to get a call from management! We were able to get the car to **** on May 11, 2022. They did a multi-point inspection and fixed the seat that wouldnt adjust, the radio issue, and the Bluetooth issue. The car was in the shop from May 11-13,2022. We continue to have the same issues with the car to it back to the shop on July 26, 2022. The car was in the shop from July 26-August 4,2022. The Bluetooth issue was fixed under the original claim, but I ended up having to come out of pocket $835.47 because now theres an issue with the braking system! And the Hazard lights do not work. They found out the wire to the Hazard lights was cut and taped on both ends! It Means Carvana KNEW this car was a piece of shit! Now on Aug 8, 2022, the car is back with **** because the Radio/Bluetooth is not working, and the car will no longer turn on! This is unacceptable!
Business Response
Date: 08/10/2022
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:08/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a car from Carvana in May of 2021. I agreed upon a $16,000 down payment for said vehicle. Per the vehicle contract, Carvana stated that they would remove the down payment from my bank account one week after receipt of the vehicle. The money had still not been removed after 2 months of us trying to get them to accept the down payment. Fast forward to 1 year and 3 months ownership of the vehicle - they have now reached out to collect the down payment in full - which we no longer have. They said they would repossess the vehicle - which they did. After repossession of the vehicle, I inquired about the deficiency letter and they stated they had no record of a repossession and refused to provide the letter.
Business Response
Date: 08/19/2022
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:08/08/2022
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 am extremely irritated and upset. My car has been delayed, I have been given incorrect information, I have wasted time and money, I have also lost out on other vehicles.I ordered my car almost a month ago, it was delayed due to transportation issues and delayed again right before picking it up. I called and got told by a team member that theres nothing he can do, he works at HQ and theres no one above him. We needed the conversation and I decided to wait it out. However, after waiting a week I got an email about another delay. They then recommended I pick it up, so they changed it to a pick up in ***********. We drove 8 hours, after getting a text and Call saying my car was ready. I get a call that morning from the location saying the Truck carrying the car broke down two days prior. They let me know they failed to let me know, and owned up to the error. The location had me call the ***** number to reschedule. They let me know I could get it delivered to a closer address and a delivery hub in *******. Working with an agent her Team Lead, and the Delivery Hub Manager we got it scheduled for pickup and meeting at a ******* in ******* on 08/11/2022. Fast forward two days later to a new email saying it got delayed until 08/16/2022. This is the WORST EXPERIENCE. I even have an email from the agent stating how ridiculous this entire situation is. If your employees are voicing how concerning this is, and no one is escalating the issue then I hope the BBB will. This has left me without a car, multiple days having to reschedule at work, over a 16 hour drive, and countless phone calls.
Business Response
Date: 08/09/2022
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:08/08/2022
Type:Product 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.
Purchase a truck delivered on May 5th 2022, receiving a temporary plate expiring August 3rd. June 6th, all necessary paperwork was submitted by carvana through their third party vendor to my DMV. I am simply transferring my my old plates.July 28th, I contacted carvana because my plate was expiring within the next few days. There was no concern on their end and it was determined that carvana had submitted the paperwork with errors on their end. I inquired several times about a loaner car as the expiration date approached. I was told over and over that they could not offer a loaner car as well as an extension of the temp plate or a secondary template as per *********** rules.August 2nd the plate expires and I informed carvana that I have no way to get to work and I needed an option. They offered a one-time check of $300 which is basically my monthly payment. That check could be used for Ubers or car rentals although I had told them that $300 is not going to go far if the process takes another 7 weeks. The check would take 10 to 15 business days to arrive to my residence.August 5th I receive an email saying that my insurance card is about to expire and I need to provide a new one in case the registration process surpasses that expiration date on the insurance card. I complied.August 5th, I made my monthly payment, on a truck I cannot drive August 8th I receive an email saying that the odometer reading on the truck will be ***** to me and I have to have it notarized and ***** back to Carvana within 48 hours. I called my case manager yet again to ask him how I was going to get to the bank and ****** The operator told me he would call me back - that was at 4pm. I have not received a call back. Social media platforms have not been any help, their response is an automated message of how they feel the frustration for the owner.There is Zero concern or sympathy on Carvana's end, despite the original issues due to Carvana's errors. I just want this all finished.
Business Response
Date: 08/09/2022
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

Customer Answer
Date: 09/01/2022
This is a standard response given by Carvana. While it is true that Carvana and I have been in contact, there is nothing from Carvana to expedite the problem. I have a weekly call on Wednesdays with my case manager, ****, to provide an update on the status. There has been no compensation for the error on Carvana's end with my truck registration, other than their standard $300. They refuse to pay for a loaner car while the registration is in limbo.
Monday 8/15 - I received the $300 check. Paperwork was submitted to the *** and it would be about 2 weeks to process the paperwork.
Wednesday 8/17 - I advised **** that my condo association was going to tow my truck because it was not registered. He quickly prepared a generic cover letter to my condo association, stating that Carvana was in the process of registering my truck. After providing the letter to the condo association, they gave me until Thurs 8/25 to get the registration fixed. I advised **** of the feedback from my condo association, and he told me he could provide another letter. I told him the condo association will not accept another letter. His solution was to have the vehicle towed to a family or friend's home so the truck wouldn't be towed. My response to **** was that his solution is only a band-aid attempt in cover up their wrongdoing of the original registration.
Wednesday 8/24/22 - ****'s comment was that there was no update. He repeated the estimate was (now) 2-3 weeks to process the paperwork.
Wednesday 8/31/2022 - there was no call from ****.
Carvana doesn't care that I had to miss a couple days of work just after the temp plate expired, nor that I had to cancel a family vacation because I cannot drive my vehicle. Recently, I had friends from out of state visit and I had to pay over $400 to rent a car.
Business Response
Date: 09/02/2022
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 issues preventing us from registering 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: 09/06/2022
There is no sense of urgency to clear up this issue, nor nothing is in place to expedite the initial problem caused by Carvana. Over and over again I've been told by my case manager that ****** cannot determine where the registration process is because they use the third party vendor. Additionally, they have told me that they cannot expedite the registration process.

The latest issue was received last Thursday. After my truck was delivered, I updated my address with Carvana and my state DMV. This was at the end of June. Last thursday, I received a package from Carvana stating that I had to change my address back to the original one because when Carvana filed the paperwork, even though Carvana had the new address on file, the paperwork states the old address. I was then told I needed to bring it to a ***** office and return it to the third party vendor.

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Carvana LLC is NOT a BBB Accredited Business.