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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

    • 4,911 total complaints in the last 3 years.
    • 1,798 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:08/08/2022

      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.
      Im upset that you all call me back just to harass me about me wanting to test drive the vehicle before I proceed on with the purchase process. I dont buy used cars with out going to look at them and going for a text drive, only if its new car 2022 or 2023 where I will purchase a car without driving it. I call to ask if I can go look at it in the area but they rep was to busy being rude and not directly answering my question, so I hung up and he called back about call being disconnect and i explain if im not gettting a direct answer as far as can I test drive before purchase Im not interested and then I ask to speak to a supervisor and he explain that the supervisor was going to tell me the same thing but my concern was actually the phone call back after I disconnect the call. 1st i was told inorder to test drive i need to be pre approve then after that I was told i need to purchase the vehicle I cannot test drive. misleading information

      Business Response

      Date: 08/09/2022

      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 was sold a vehicle that required replacement of all brakes within the first month and a half of purchase. They will not cover the cost of the repairs.

      Business Response

      Date: 08/09/2022

      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:Product 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. I was issued 90 day temporary plates and was told I should have my registration and plates within plenty of time of the expiration of the temporary plates. I was told I could check my account online for updates. There has not been an update in at least two months, it only says that my information was verified and sent to the **** I have contacted them several times through chat, with no updates. I called two days ago and was told as of August 1st, the *** has my paperwork and Carvana would email me tracking for my registration. I never received an email with tracking and my account has still not updated any progress. My plates expire in 3 days and I cant get an actual update and no one from Carvana has contacted me with further information, as I was told they would. I need my vehicle to get to and from work and do not want to drive around with expired plates. I also asked if I could register the vehicle myself and was told no.

      Business Response

      Date: 08/09/2022

      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 purchased a car from Carvana in April, 2022. Carvana issued me a temporary license plate for *********, where I live, but the registration for the car did not appear. They issued temporary plates again in May and June, still no permanent plate and registration. The temporary registration expired July 11, 2022. I I have been in constant contact with Carvana customer service, which has assured me they are working on the problem, but to date there has been no resolution. I have paid for the car in full, $31,924.19, but still dont have title, registration, or plates, 4 months after completing the purchase.

      Business Response

      Date: 08/09/2022

      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:08/07/2022

      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.
      While purchasing my new vehicle online, the delivery date was scheduled for 8/10/22. I signed all documents, and was approved and confirmed delivery the same day. The next day I find my delivery date was delayed, and the customer advocate is not able to tell me why, and said the repair team is under no obligation to respond to him why there is a delay. He said yes it is common to deliver a car, and the buyer can get a repair scheduled at a later time through an authorized repair facility, but only if the repair person reaches out. He said he has no way to contact anyone, and I'll just have to wait and see.Looking online, this is a very common issue. And there is no process for the customer to get an answer, or to find a resolution. You just have to wait, and take it.This is a bait and switch tactic that falls under false advertising. Regardless of the fine print in the contract, you advertise a date, and the inspection before purchase shows it's 100% detailed and ready to ship.

      Business Response

      Date: 08/08/2022

      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: 09/01/2022

      The customer advocate did absolutely nothing.  They were not able to tell me mechanically what was wrong with the car that was being fixed.  They would or could not speak to the person doing repairs.  They would not tell me afterwards what repairs were made.  The repair work was not updated in Carfax, as they should be.  They could not ask to move delivery date.  

      the car was promised 8/10.  The work was completed on 8/13, but they would not deliver it until 8/26.

       

      There was absolutely no attempt to resolve this issue by carvana.  Their idea of a resolution is to have someone text me.

       

       

      Business Response

      Date: 09/02/2022

      Dear BBB,

      Thank you for bringing our customers additional concerns to our attention. We have contacted our customer and resolved this complaint directly with them. 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:08/07/2022

      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.
      On March 27th, 2022, I purchased a new vehicle from Carvana. The process was smooth. The vehicle was delivered in good condition and there has not been a problem.The problem is the vehicle registration. I was informed that my registration was submitted to DMV, it takes about 2 weeks and plates would be sent by ****** I received an email and text stating this. This also appeared on my customer dashboard -- but was removed after I complained. HOWEVER, chat support did confirm this.When speaking with Carvana support (over chat), I was told (multiple times) that my vehicle registration "was completed on April, the shipping was handled by **** and took an estimated time of 15 business days to be delivered. So, it should arrive on May of this year."I was told that in June, July and again today: August 7, 2022. You'll note that I was told (a) registration was complete (b) paperwork was submitted (c) plates were now being shipped by ****, not ***** as I was told and (d) even after May passed, I was still told plates "should arrive in May".It is my understanding that a dealer has to provide registration within 30 days of the sale. Carvana says it's out of their hands. I asked for my title. They referred me to their "trusted partner Bridgecrest" as the title was out of their hands.Shouldn't Carvana be held responsible for fraudulent business practices, lying to customers repeatedly, and putting customers' driving privileges in jeopardy by making us choose between (a) driving a vehicle unregistrered or (b) not driving a car we just purchased?I'm outraged and at a loss. I am hoping complaints with the *** FTC and BBB can help me resolve this issue, but more importantly: warn consumers to avoid this company.

      Business Response

      Date: 08/08/2022

      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:08/07/2022

      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 started the process of purchasing a vehicle including trading in my ****** Altima in May 2022. I purchased a Nisan Pathfinder that was delivered to my home address and they picked up my vehicle on June 16. I swapped it within the 7 day no hassle return policy period as the back hatch was broke and I felt the cost of vehicle and monthly payment were too high. I chose a ********** Outlander in my price range and swapped out the pathfinder on June 25 where I drove to ************ ** to swap out the vehicles. On my way home I realized the A/C didnt work properly. After calling Carvana and Silver Rock, the warranty company I realized that there was an electrical issue that is possibly the cause of the ** not working. I then decided I didnt want the vehicle at all, they offered me to swap out the vehicle a final time and against my gut feeling I said yes. The other option was to only sell my vehicle to carvana and they would pay off my car and give me the equity. At this point I felt stuck and thought the process of picking another vehicle would be simpler. I scheduled a swap on July 5. During my vacation as there were no other appointments times available. I drive 3 hours in a car with no ** fir the 2nd time to ************ and about 40 minutes prior to my 7:45 pm appointment to swap out the Outjander to a Kia ******* they called and advised the vehicle was damaged in transport and they had been working on cleaning the vehicle all day. They would replace the windshield due to rock chips and replace the whole bumper. I was exhausted at this point but still went to view vehicle. The car smelled like a wet ashtray and we negotiated cleaning the vehicle and decided I would not take the vehicle, stay in the Non ** vehicle and they would call me once the ******* was fixed and cleaned. On July 9 I decided to not purchase a vehicle and to only sell my ******. I was told wrong info for a month and the system has been down since 9th. I cant do anything without the rebuild.

      Business Response

      Date: 08/08/2022

      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: 09/01/2022

      they have not resolved the situation. I am having to hire an attorney now. I call them regularly and they still no resolution and getting told different info each time I call. 

      Business Response

      Date: 09/02/2022


      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:08/06/2022

      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.
      I financed a vehicle through my bank PFCU to carvana for a 2017 ****** Maxima. The bank sent the check to 07/11/2022 carvana headquarters and they claimed the couldnt find the check after talking to underwriter representative named ******* the found the check on 07/21/2022. The car was supposed to be delivered on 07/27/2022 then they delayed to 08/06/2022 then delayed the delivery to 08/09/2022 and I called ask why the delayed the claimed the need to verify the check that the bank sent. I was already approved for the loan and loan is on credit report. But I feel like the check shouldve been verified already. Because I had the underwriter named Ahmanda on my bank loan department on a three way call to verify all the information needed

      Business Response

      Date: 08/08/2022

      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:08/06/2022

      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 vehicle from Carvana listed as not having been in any motor vehicle accident. Later I found that it was involved in an accident that caused me to bring the vehicle back and forth to repair facilities to be fixed. They are not covering the necessary bodywork that the car needs due to its accident. Some of the issues have been fixed, but there is a constant issue with the air conditioning that they are now claiming they will not cover. I have lost time and money getting everything done that I can't get back, and they keep giving me the run-around.

      Business Response

      Date: 08/08/2022

      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: 08/30/2022

      An advocate has contacted me but nothing has been resolved and it has been over 2 weeks. I sent all documentation needed by them and still have yet to get a response. I have also called many times to get this situation done and over with to no avail. 

      Business Response

      Date: 08/31/2022

      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: 08/31/2022

      I have been in contact with them and I get no response. 

    • Initial Complaint

      Date:08/06/2022

      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 7/7/2022 I received my car from carvana. I had a temporary plate issued from ** with an expiration date of 8/5/2022. As directed by carvana, I checked my customer dashboard frequently for any updates. On 8/4/2022 I started reaching out to carvana via text with no clear answer as to when Ill receive my plates or if I could get an extension. On 8/5/2022 I called carvana and they offered no solution but to give me money to get an alternative form of transportation. It was $650 that they were going to send me in the form of a check, but I would still have to pay my car payment. I then called the *** and was placed on a waitlist to receive a call back. While I was waiting for the call back, I called carvana again to see if I could get a different answer from someone else. The gentleman that I spoke to stated that they would be working on my issue (the notary seal on the title was wrong and ** rejected it and sent it back to them), and I could call the *** to get an extension on my temp tag. After I hung up with carvana, the ** *** returned my call and I spoke to various different people whom all told me that they dont offer extensions, and the dealership would have to ***** me one, but carvana wasnt able to because they lost their privileges to do so. I was instructed to submit a complaint with them (which I did) and to submit a complaint with the BBB. I am unable to drive my new car that Im paying for, and I have no means to drive my 5 young children around.

      Business Response

      Date: 08/08/2022

      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

    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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