Business Profile

Online Car Dealers

Carvana LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Carvana LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,909 total complaints in the last 3 years.
1,783 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 11 2022, I purchased a vehicle through Carvana and through their app. On my 8th day owning the vehicle my ****************** light was activated. I scheduled my service with the Tesla dealership and got the soonest appointment possible. While my vehicle was being serviced by the tech he noticed that my vehicle had been involved in a extensive accident that was not reported. They notified myself of what they observed while servicing my vehicle. I was told by Carvana that because it doesnt void my warranty there is nothing they will do because during their inspection they didnt notice it during their original inspection of the vehicle. I provided Carvana with all with documentation from Tesla stating that my car was in an accident that was not reported. Carvana told me that wasnt enough and that they would have to send out their own tech to observe the internal damages to the vehicle. Then I was told they was not going to send anybody out to look at my vehicle and I would have to hire a lawyer to resolve the issue. Then I asked for the information for the legal team and I was told to hire a lawyer and was not provided any information.
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:07/29/2022
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.
A 2018 Kia ******** LX Sport Utility 4D with a mileage of ****** for $15,990 has been listed as 'puchase in progress' for months. I called on July 20, 2022 and was told the vehicle had caught fire and will be removed from the website. I called today, July 29, 2022, and was told that it was sold. I am not understanding why the car is still on the website as 'purchase in progress' when two different people telling me that car shouldn't be on there. I want to know if the car has been burned or purchased. It is very misleading for them to have a car on the site for months saying that is in progress of purchase.
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:07/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought a car from Carvana it took them longer than the one week that was promised to deliver (additional two weeks). It was delivered on July 4th. Serval days passed I started to experience problems (this is pass my seven days to return ****** 1. The air conditioner does not work 2. On July 16th my car shot off on me twice and the check engine light came on (12 days after initial purchase). I was able to start it back up but on Monday (July 19th) it shut off twice again and I took it to *** Boy's in ************ 3. Despite having a sticker in my window from ****** stating that my oil is good up into (****** miles on a 51,000-mile car) false advertisement I did not have any oil in my car. Someone put the sticker on without actual changing my oil. So there goes there 150-degree check. The filters were not changed, and the air conditioner need to be recharged 4. The main problem was the *** Solenoid had to be replaced. Which their warranty company Silver Rock refuse to fix it despite me having a hundred-day warranty. They fixed the oil and air conditioners. Despite my best effort to bring it to a shop on Monday July 25th my car broke down again three times in one day I had to call a tow truck driver. To be noted I do home health care through ********************** Care in ********, ** and I had a client in my Car. Also, I had a loss of wages for Tuesday because of my car situation. It was taken to *** Boys in ******** again for the second time in such a short period of time from my original purchase date. Upon the rival of my car Silver Rock Warranty gave me a hard time but fixed it upon multiply phone calls from me and *** Boys 5. To be noted today it is July 29 and I still have not received my registration (25 days since original delivery)
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

Customer Answer
Date: 08/18/2022
Carvana LLC did not offer me any type of compensation for my trouble and time lost. Alos let it be noted today is 8/18/2022 and I still have not received my registration. This is unacceptable nothing in my contract with them has been upheld. The car is still giving me problems with rough start and noise while my foot is on the brake.
Business Response
Date: 08/19/2022
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:07/29/2022
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.
Purchased a Truck from Carvana online. Took delivery of the truck on 4/28/22. Been waiting for registration paperwork for over 90 day. When I purchased the vehicle Carvana did not have a title for the truck. Carvana received a title for my truck on 6/3/2022 in the *************. I don't know how this possible. Have not been straight forward with information or a solution. The temporary plate from Georgia have been expired since 06/11/2022. Not able to drive the truck because of no registration. Claiming not have proper paperwork on a weekly basis for process my registration.This business has been deceptive by not having a title on the truck before selling it. Getting a title in another state while I owned the truck. Not being straight forward and not letting me talk to anyone except the costumer service advocate. I can't talk to registration or "third party working on my registration"Just want paperwork to transfer my registration from my old truck to my new truck and Carvana refuses to provide.
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:07/29/2022
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.
2 years ago I purchased a car from Carvana and it was not disclosed to me and the finance company that the vehicle has a salvage title. I paid retail price for a salvage vehicle that now is worth nothing. I have called multiple times to Carvana to get assistance and keep being told that someone will call me back. Carvana should do the right thing and buy this car back immediately and compensate me for my loss. My family is riding in a car that is not safe!
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
Customer Answer
Date: 08/19/2022
The complaint was not resolved within ******************************************************************* refund. We have not had use of the vehicle for weeks attempting to resolve this matter.
Business Response
Date: 08/25/2022
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:07/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a car from Carvana. The issues started with the rear tires starting to wear the week after I got the car. I took it into a shop to have it looked at. The shop notified me that it had lower control arm bushings that needed repaired as well. Silver Rock warranty requested that the car be taken to a ********** dealership for repair. I was out of a car for one week during that time. I brought up another issue that the car was having, stuttering while accelerating, and the ********** dealership did not repair it. After I got the car back, I noticed that the rear tires were continuing to wear too quickly and a lighting system light came on the dashboard. I took the car in to the ********** dealership this morning and after looking at it they told me it requires the following: walnut blasting excessive carbon build up from the intake ($1,103.06), rear shocks ($803.67), upper timing cover needs repaired and is leaking ($1203.88), front corner lighting is out ($197.11), front brakes ($672.07). The warranty may cover some of this; however, the car came with a checklist of things Carvana says were checked and said the car was good to go. This is obviously not the case. I have put less than ***** miles on the car since I received it. I contacted Carvana on 7/28/22 at 2:15 to try to work out a resolution. During this time I offered two choices that I would be content with. One of which would be to pay for the repairs, and the other would be to buy the car back for the price I purchased it. The representative I spoke to told me to file a claim with their warranty provider and ended the call.
Business Response
Date: 07/29/2022
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:07/28/2022
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.
Purchase car from Carvana, car has major issues requested my car to be returned within the first 2 days, no one at customer service could help me, talked to several supervisors still no resolve
Business Response
Date: 07/29/2022
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:07/28/2022
Type:Billing 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 has no issues the paperwork to get my registration completed. They gave me a ***************************************************************************************************** an extension for my temporary plate meaning my car is just sitting in the garage as I can not drive it. Carvana customer service said you are just going to have to wait when asked how long it will take they said they could not say how far a long in the process they are.
Business Response
Date: 07/29/2022
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: 08/18/2022
they have not contacted me and I still have not been able to drive my new vehicle for a month now. I paid for them to register and they have been unwilling to process the registration or provide me an alternative form of transportation.
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

Customer Answer
Date: 08/30/2022

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:07/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a car from carvana on February 14th 2022 I have not received my registration yet I still have a temporary tag which they extended twice I have read that this is a problem with carvana but I need to know what my options are
Business Response
Date: 07/29/2022
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:07/28/2022
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.
This is my 2nd complaint that I have made. They have yet to call me back on *** current complaint. I always have to call ***m for information that *** who answer *** phone looks and read to me. The problem I really have with this claim I'm still in my 100 day warranty. The information ***y had online about *** car was misleading. They reported *** car as having 1 imperfection and ***re are several comestic issues and zero mechanical issues but had several. I had *** car 1 day and had to put *** car in *** shop for mechanical issues. The car was in *** for 15 days and had to go back in *** shop in July for mechanical issues with *** radio. I only had 1 out of 7 days to get *** car inspected for comestic issues because of *** car was in *** shop for 15 days for mechanical repairs. This is why I feel ***y are responsible for ***se comestic repairs. The information given about *** car online prior to purchase was misleading. I feel like *** lemon law is in play about this car.
Business Response
Date: 07/29/2022
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer, and have resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist.

Thank you,
The Carvana Team
Dear BBB,

Customer Answer
Date: 08/05/2022
That is a lie. I will not be satisfied with Carvana until they honor their agreement. This is falsified information. Nothing has been resolved.
Business Response
Date: 08/09/2022
Thank you for bringing our customers additional concerns to our attention. We have contacted our customer and resolved this complaint directly with them. ****** had some issues with cosmetic concerns and brought them up within the 7 Day Money Guarantee. We had honored our policy and agreed to assist with fixing those issues. ****** then brought up additional concerns outside of their 7 Day Money Guarantee. Since these additional issues were brought up outside of the allotted timeline for these types of concerns, we will not compensate. This is our final decision. ****** was provided with this response and expectation as early as 6/9/2022 and has continued to submit BBB complaints under new Complaint IDs and rebuttals. 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: 08/11/2022
I read the response that carvana gave you stating that we have settled this matter and that's untrue. I have not agreed to their settlement. This is untrue. I'm still waiting for a call back. If I don't call for an inquiry no one calls me. My car was in the shop during the 7 days I had to take it to the body shop. Which means they should be liable. A claim was open. The body shop was informed to look over car in detail and do supplemental on new areas found. Icon ******** notified them of new areas. They then denied my claim stating it's been over their 7 days rule. I would love to settle this matter.

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Carvana LLC is NOT a BBB Accredited Business.