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

  1026 Marietta St NW Ste A Atlanta, GA 30318-5506

• 

  Carvana LLC

  1631 Navaho Dr Raleigh, NC 27609-7532

• 

  Carvana, LLC

  63 Pierce Rd Winder, GA 30680-7280

• 

  Carvana LLC

  10335 Palm River Rd Tampa, FL 33619-4579

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:08/05/2022

  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.

  I bought a car from Carvana with their promise that I would receive the paperwork needed to register the car within a week (I signed a waiver giving up my 7 day return right in order to be able to self register in a timely manner). Despite numerous calls, I have not received the paperwork nor been able to speak to a supervisor and its been three weeks. Its imperative as Im traveling out of the state for 3 months and have to have the vehicle registered prior to leaving next week.

  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:08/04/2022

  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.

  I bought a ****** Versa from Carvana in May 2022. I was told that I would get the registration delivered to me before the expiration date 8/4/22. I have been calling them to check the status and was told I need to wait until closer to the date it will expire. I called them the past few days and was told I needed to go to the *** to get my registration. I went today and my vin number was not in the system. I called them and talked to a supervisor and was told the vendor denied it because of my insurance. I have the same coverage as when the car was delivered. I asked them to reach out to the vendor to have them submit so I can go back in the *** to get the registration. They told me it was mailed and we all know it would be done electronically. They told me it will take another 2 to 4 weeks to get my registration and I will not be able to use my car that I purchased. This is not fair! I asked them for a rental car or a different car from their lot to use until I can drive the car I purchased and was told they couldnt do that but they will pay ****** since that is my car payment. Im still going to be without a car and my will not be able to travel to my camp that is 90 minutes away from my home. Carvana was trying to blame the pandemic and *** but it was clear that is was not the ***s fault. I have several text messages to show my conversations and them not telling the truth about why I dont have my registration. They even opted my out of being able to message them in the middle of the conversation but I opted back in. The supervisor did apologize and tell me that they shouldnt have told me to go to the *** and that she was sorry but it still doesnt fix the problem. Please help me ASAP! I need to use my car as soon as possible! Thank you for your time!

  Business Response

  Date: 08/05/2022

  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:08/04/2022

  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.

  My wife and I purchased a 2017 ****** Yaris from Carvana on 7/16/2022. First off, positive: My experience day of delivery was great. I also got all my documentation uploaded in the system before they arrived. Heres my concern. I have 11 days before my temporary tags expire. I called them today and spoke with a (very friendly) man named *****. I asked him about the status of my car tag/registration. He explained that their third party vendor has the documents and kicked it back to Carvana for some reason. He said there were no actual issues however. I asked if Carvana could send me another 30 day tag to be prudent. He explained that isnt allowed in ********. So I asked if I could contact this third party vendor. He said he didnt have that information. So now, basically all I can do is hope someone is processing my documentation and that Ill have my actual tag before my temp one expires. He recommended I call 2-3 days before it expires and then Ill get transferred to a special team that can expedite the registration, but I dont want to push my luck. I use this vehicle for work so I cant just not drive it. I want my car tag before my temporary one expires and I want to know something is being done to get documentation processed in timely manner. Im nervous because Im seeing a lot of horror stories on the internet of people not being able to use a car they bought from Carvana for months at a time because of registration.

  Business Response

  Date: 08/05/2022

  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:08/04/2022

  Type:Customer Service 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.

  Began a loan agreement on a vehicle Aug 2021. Began experiencing mechanical issues in late Jan of 2022. Said issues continued and became worse over time. Several attempts were made to request that the vehicle be taken back and replaced by an entirely different vehicle. Was informed that I would need to have a auto repair facility submit a claim to the warranty company to assess for approval or denial prior to any possibility of an exchange. Necessary claims were submitted and approved for a engine replacement. Though approved, there is a long list of parts that will need replaced during the engine replacement process. The cost for replacement parts and repairs are not guaranteed to be covered by the warranty company which will leave me responsible for paying; around two thousand dollars in estimates provided by owner of repair facility. I have vocally refused to pay even one more ***** on several occasions with several representatives from Carvana. Due to this vehicles inability to operate for more that five minutes before engine failure, I have had to use other forms of transportation like ****** and car rentals to enable me to get to work; starting on May 29, 2022 - resulting in $2,443.24 spent thus far ($1483.10 via ******; $960.14 via Enterprise Car Rental). I refuse to pay anymore money towards the vehicle listed on my account. Since Jan 24, 2022, I have paid $996.46 out of pocket on repairs. I am wanting this vehicle taken back - canceling current loan, a replacement vehicle, loans amount already paid rolled over to new car loan, along with a reimbursement for the number of expenses related to alternate forms of transportation and repairs done on this vehicle that prior to complication, I had for 5 months. I was in correspondence with an Executive Resolution Leader named ****** who was not helpful in providing resolution to this matter that was to my satisfaction.

  Business Response

  Date: 08/05/2022

  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: 08/28/2022

  
  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:08/03/2022

  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.

  Your company put my whole familys life at risk.I purchased a vehicle from Carvana that was delivered 07/30. I asked the delivery driver if I could take it for a test drive on the highway (that is right around the corner from my house.) She advised we couldnt because we have 7 days to return it. My husband and I both drove it around the neighborhood and it felt very unstable and had a bad clunking noise like something was lose underneath. I told the delivery driver and she advised the vehicle was inspected and nothing was wrong - but that we can always take it to a mechanic for a diagnostic. My husband and I took our newborn daughters on a drive and the whole vehicle shook, something underneath is definitely loose (terrible knocking noise), and the brakes were shotty. I was terribly afraid we were not going to make it home. I called Carvana the following day once they opened and someone arranged to pickup the vehicle the following day. I was transferred around from advocate to advocate and the last advocate I spoke to advised it was a great possibility that the ***** team would take care of my negative equity (meaning increase trade value to break even) due to the inconvenience and safety factor. He advised someone would call me back Monday. I did not receive a call Monday and hav a spoke to different advocates numerous times, which they all have told me different things. That my down payment had already been refunded, that there isnt a ***** team, the list goes on. I finally spoke to a advocate names ****** on 08/02 that advised me she would look into it. She called me back today (08/03) and advised that Carvana would never take care of the negative equity and was threatening my credit report. Stating that if I didnt send them the money, it would reflect on my credit, etc. Here I am, 4 days later and have NO car - and I have high risk newborn twins at home with me. Because Carvana took my trade in, as well as the vehicle I purchased.

  Business Response

  Date: 08/04/2022

  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:08/03/2022

  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.

  I bought a car and traded my car in through Carvana online. I signed all the buyers paperwork. The car was delivered on 5/7/22. I finalized the paperwork and received temporary plates to put in the back window. I followed up with Carvana every other week in June and then every week towards the end of July. I received an email in late June or early July telling me that the *** rejected the registration due to the city name of my address and they then advised me to go and change the address on my license to reflect the paperwork. Every week I spoke with someone telling them that I spoke with *** and they stated they never received a registration packet from Carvana and the city names wouldn't hold up the process. The last Carvana advocate tried to assist, but they never responded back to her. It took me to ******** message Carvana to escalate the issue and to be assigned a case manager. I held off on legal counsel because it seemed that the case manager was trying to help. My temporary tags are set to expire, which means that without resolution, I cannot drive my car. The case manager sent me a text on last week informing me that their 3rd party vendor sent my paperwork to the *** office and she had no tracking information at this time or any other information. Well today, this same case manage called and said that she received word that they sent it to the *** office today and she doesn't have any new information or tracking number. She tells me that they cannot extend my temporary tag and that she heard in instances that I can go in the office to get a GA temporary tag. There is one problem with that, I am out of town and will not be back before my plates expire. I was told by the case manager that they are at the mercy of this vendor. I told her that this is my only transportation and if I get a ticket I am sending it to Caravna. ******, I was told that I can do what I want. I have now sought legal counsel. I need help quickly w/ a resolution.

  Business Response

  Date: 08/04/2022

  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: 08/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and issue resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/03/2022

  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.

  Purchased my car in October 2021. Car keeps dying. Carvana will not pay for a diagnostic to find out what the issue is. The first day tge car died. I replaced the battery/took it yo the dealer and the battery cables were replaced. Carvana wouldnt take the car back. Carvana is not responding. I want the car to go back to the dealer and for them to pay for the diagnostic and repair. Its a parasitic draw and thats why the car keeps dying. I havent gotten any help to resolving this issue. The car was sold with this issue and they Carvana is not taking responsibility for this and resolving the issue. I have been paying for a car I cant drive.

  Business Response

  Date: 08/04/2022

  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:08/03/2022

  Type:Delivery 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 was told to transfer our old plate to the new car. This was confirmed by the delivery person and from a second phone call confirming thats what they had in their system. Today a plate arrived. This cost an additional $255. When I called their customer service I was told that I would have to go to the *** and transfer it myself and then refund any additional fees.

  Business Response

  Date: 08/04/2022

  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: 08/25/2022

  
  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:08/03/2022

  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 my car, Audi A6, from Carvana on March 20 2022. After the purchase my delivery was set for the following week. After multiple delays, due to issues with the car, I finally received my purchase on April 12 2022. After spending over $2000 on rental cars between my initial delivery date 3/28/2022 and the actual date 4/12/2022 I received my car but with multiple issues. Issues that were supposed to be fixed. I was able to have some fixed at *** Boys on 4/20/2022, however the issues with the glass needed a body shop to fix them. I tried multiple times between that day and today but every shop I called did not work with Carvana. I called multiple places that Carvana referred me too with zero success. I am now out of the time window that was never explained to me. When the delivery for my car was made the Carvana representatives assured me that Carvana would fix the issues. Absolutely NO timeframe , other than I needed this addressed by 5/20/22 which I did, was set. I am just wanting what Carvana promised me. After multiple calls and no help I am asking for what Carvana assured me would be done to be completed.Thank you,***********************

  Business Response

  Date: 08/04/2022

  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:08/02/2022

  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.

  To whomever it may concerned,I tried to purchase a vehicle from carvana, however, all vehicle delivered were damaged beyond what should ever be delivered to anyone. They were in major accidents.The 1st vehicle had the bumper held on by zip ties. The second vehicle had such bad structural damage to the rear end it shook when you went over 70 mph. The third vehicle, the roof shade collapsed on my children. They are forcing me to keep this vehicle when they guarantee an inspection thay was not done. I have this whole process documented and feel like this business should not be aloud to lie to customers and not stand behind their product.

  Business Response

  Date: 08/03/2022

  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