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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

    • 4,909 total complaints in the last 3 years.
    • 1,767 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:08/09/2022

      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.
      The purchase of the vehicle was made on June 30, 2022. I placed $400 deposit on 2019 ****** Sentra. The company stated there was a 7-day return policy which was fine. First the car was to arrive on July 4th, but did not show. No explanation for the delay but rescheduled to the 13th. When the car arrived July 13th, the driver from Carvana shared with me there were numerous scratches and imperfections she noticed on the car which the website at the time of purchase stated was only 3. During the course of the purchase, I noticed a slight jerking in the acceleration when I proceeded to drive after sitting idle i.e., stop light, stop sign, etc. It was off and on, so I moved along still. However, around the 8th and 9th day of the purchase, I had to drive out of state due to an emergency. Upon my return home, I contact Carvana to share with them the issues and the rep stated she submitted a ticket to a higher **** and the date was extended to the 26th and was approved to swap cars. A call back would be issued. After the call, I cleaned the car and noticed under the drivers side, the floorboard was completely missing. I complained once more, and was told to reach out to Silverrock who informed me it was not covered. They directed me to contact the seller, Carvana, and provided me local mechanics to do a diagnostic test on the vehicle. I proceeded with the diagnostic and informed the mechanic the other issues (bluetooth system shut down completely during a rainy storm, locking system does not working, ie.) The local mechanic shared with me they did not work with anything electrical matters or other issues. After the diagnostic they reported everything back to Silverrock. Through the local news station, I provided my issue with Carvana and the lack of their responses which they told me to file a complaint with BBB, Atty ******* Consumer Affairs and VA Auto Dealers Group.

      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: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.
      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 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:
      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.
      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:
      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 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:
      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.
      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:
      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.
      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:
      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 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:
      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 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:
      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 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

    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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