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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

    • 4,904 total complaints in the last 3 years.
    • 1,785 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:08/02/2022

      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 recently purchased a 2017 Buick Regal from Carvana. Unfortunately, there were some major repair issues with the car early on that I had to pay out of pocket for (with no reimbursement). To make matters worse, I recently received the title for my vehicle, which is incorrect. The mileage is incorrect by about ****** miles. So I contacted Carvana and they "started a ticket". I followed up with Carvana x2 and have been told that there is a "backlog" and to "call back in 2 weeks". Here is the basis of my complaint. They (Carvana) made the mistake, therefore I now have a bad title for my car. They need to correct this (very serious) issue ASAP and not put me to the back of the line. I shouldn't be told to call back in 2 weeks to see if they are still "working on it". I may have had more patience with Carvana if they were a little nicer to me when my car was inoperable for a week and a half during the 7 day trial period and I had to pay over $500 in repairs that were not covered by warranty and Carvana refused to reimburse me for. Very disappointed. I really want this issue fixed so I can move on and never look back.

      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

    • Initial Complaint

      Date:08/02/2022

      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 sold a car to Carvana that was picked up out of the Heath **** Carvana Location on 6/14/2022.Carvana offered me $37,626 for the purchase of my car. Carvana coordinated with my Lender, US Bank, to pay off the remainder of my Loan and then issue me a check for the Positive equity. When Carvana received the payoff information around 6/4/2022, the loan balance was $32,740.43. Carvana agreed to pay me $4885.57 , based upon the difference between what the amount Carvana offered and what I owed on the car. (I did receive a check in that amount on that day) Not knowing how long the process of them purchasing the car would take, I submitted a $300 payment that posted to US Bank on 6/6/2022, therefor decreasing my payoff $300 minus any interest accrued. I verified thru US Bank that my Loan #************, was paid off by Carvana on 6/20/2022 in the amount of $32,452.72. The amount that was paid off on 6/20/2022 was $287.71 less than the payoff that was quoted to me by Carvana. I am owed the amount of $287.71 for the difference between their offer and what they actually paid off. The Carvana Driver that day said that this was common and I would be issued a check for the difference. I contacted Carvana on 7/26/2022 and spoke with a ******* who said this was common and she would submit my claim up her chain and a check would be issued within 2-3 days. I called back today 8/2/2022 and spoke with a ***** who then transferred my to **** who said that a Supervisor named *********************** cancelled my refund check without reason. My remedy would be that I receive a check for $287,71 for the money that I paid on my loan. Carvana agreed to pay me $37,626 for my car and they paid off the loan in the amount of $32,452.72. I received a check on 6/14/2022 for $4,885.57. The difference between what they offered me and what they paid off was $5,173.28. I am owed the difference which is $287.71

      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

    • Initial Complaint

      Date:08/01/2022

      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.
      Very unhappy with my experience with Carvana. I have canceled my order and will not ever do business again. The reason for this complaint is that they are holding my personal and financial information and will not let me cancel my account. Only ********** residents are afforded this right. If i had known this, i would have never attempted to to do business. I would like my account and all personal info deleted.

      Business Response

      Date: 08/12/2022

      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:08/01/2022

      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.
      - In January 2022, we purchased a second 2017 ***** XC90 from Carvana (the first one was returned.- Shortly after buying this car the check engine light came on. It was quickly followed by a message informing us that the oil level in the car was critically low and needed to be refilled. There was also significant smoke coming from the exhaust. I was surprised by this and called Carvana, who immediately steered me to **********, their mechanical warranty company. ********** wanted to see if there was a leak, so they sent me some pre-approved shops to bring the car to. The repair shop they sent me to had never heard of **********, but they checked for leaks, did an oil change and assured me everything was fine.- The next day, all of those lights and messages returned. I took it to a ***** service shop, who recommended we do an oil consumption test. We did a couple of iterations of that test and were floored by the results the car had consumed ~9 liters of oil in 500 miles. - ********** covered the cost of replacing the engine with a brand new engine. The repair took 60 days and cost $14K!- When fixed, black smoke started pouring out of the exhaust again. The check engine light came on and the low oil message returned. I brought it right back to ***** and, after a few visits and detailed inspections there, they deemed the car unsafe and highly recommended no more repairs to it. They detailed this in a phone call to **********, an email to ********** and a diagnostic report that they provided to **********. I provided all this information to Carvana. This was all done in early July.- At that time, they assured me they would allow me to return the car. Now they are reviewing that decision and most likely will deny our claim.- They also assured me they would reimburse the cost of being in a rental car for 60 days, which they now will not do.More detail is attached.

      Business Response

      Date: 08/02/2022

      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. 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:08/01/2022

      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.
      Refer to Complaint ID ******** My issue with Carvana has not been resolved. I spoke with ***** on 8/1/2022who said on 6/29/2022 the title was made out to only me and not ******************************* They are backed up and don't know when they will get around to addressing my concerns. At this point it the lack of service and support is egregious. I am being charge for a higher interest rate and they don't seem to have the ability to adequately address my needs.

      Business Response

      Date: 08/02/2022

      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:08/01/2022

      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.
      Purchased ******** c250 from Carvana, several months ago (02/22). I recently found out the as of January 2019, there was "unprepared Recalls" associated with my VIN.When I contacted Carvana they 1st claim : " since the 7 day money back guarantee ended a long time ago as well as the 100-day limited warranty , we would know if the recall happened on our end prior to delivering it:"after texting back and forth with the agent and sending a picture of the Recall from a 3rd party website. I was told it was my responsibility to check whether or not there was any recall. I pointed out that Carvana prides itself with 150 point inspection and it shouldn't have been missed by their service.

      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:07/31/2022

      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 writing in to get help (again) with an issue I thought was resolved with Carvana. Long story short I had numerous issues with my truck when purchased and Carvana was responsible for damage to the vehicle, as well as the condition not being the same, and missing features. In any case we have worked with them to get some of it fixed and when my truck was in the shop for the 2nd time we made a BBB complaint and their Executive Resolution team was handling the issues. they had previously given me a check for the paint/tar damage on the truck, as well as rental reimbursements costs, but this was a new issue of Damage AFTER I picked up my vehicle from the shop. We went back and forth on some things and settled on Carvana writing me a check for my Bed Cover and the Trim pieces on my Truck. We were waiting on the trim pieces to arrive at the body shop and I have been keeping my point of contact in the loop, or so I thought. It had been a while since I have heard from him (not too unusual) and today I noticed my update didnt go through. The person who was my point of Contract (******************) is now no longer with the company. Because of this a new person, (****************) took over the case today from me phone in, but he is not in Executive Resolutions, and is stating Carvana may not honor their prior commitment, even though parts have been ordered, and are set to be installed this week! I need to get back into contact with Executive Resolutions to get this issue back on track and finally be done with this nightmare. I have emails from Triston and I back and forth as well as the notes in their system and our documented phone calls. Everything was agreed on and now they are pulling the rug out.

      Business Response

      Date: 08/01/2022

      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:07/31/2022

      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 bought a car from Carvana on June 1st. I was told that the registration should take up to 45 days. However, the registration is still not done by august 1st. After providing me with 2 temp tags, they basically told me that they couldn't renew the temp tag, and they could not do anything until the registration was completed. They also don't know when the registration will be done either. Hence, I have to drive with an expired temp tag until I receive my official license plate.

      Business Response

      Date: 08/01/2022

      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:07/31/2022

      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.
      ******** been giving me the run around and its been a year since I haven't received a registration or anything. Just temp tags out of state, now they can't help me because they won't give me a tag because they reached there limit on giving temp tags. I need legal advice. I spoke to 120 advocate about this issue and 11 complaints and I already wrote the business bearu about it. They made my experience very un pleasant. Also I've been pulled over by 8 or 9 police about my temp tag. I am so annoyed and worried that I will never get my tag or this title. I've never in my life had to deal with this issue. I need advice or help. Or guidance. Now my car temp tag is set to expire tomm, Carvana won't give me a temp tag. It's ridiculous. They already sent me 5 checks to be compensated for this issue They been putting me through. Thanks for reading.

      Business Response

      Date: 08/01/2022

      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:07/31/2022

      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.
      This is the 2nd time I am writing due to not receiving my registration in time by Carvana. This time my registration will expire on Aug 6, 2022. I was promised I would have by July 6, I wrote BBB then and Carvana then extended my registration to Aug 6. Once again I have received NO correspondence to advise me on when this is arriving. ******** has shut down my dashboard for me to see when it may be coming, so I have nothing to check. They will give no cash reimbursement on rental, uber etc. But, I will be driving illegally. I purchased the car on June 6, 2022. All Carvana will say is that the *** is backed up.???

      Business Response

      Date: 08/01/2022

      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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