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

  63 Pierce Rd Winder, GA 30680-7280

• 

  Carvana

  15710 Shady Grove Rd Gaithersburg, MD 20877-1401

• 

  Carvana, LLC

  4070 Interchange Corporate Center Rd Warrensville Heights, OH 44128-5631

• 

  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: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 vehicle from carvana and within ********************************************* almost causing a really bad accident on the highway. Ive attempted to call carvana to give the vehicle back 5 days out of the 7 day money back guarantee period . No one answered. I was able to speak with Bridgecrest, which is the loan company. Hi told them about the issue and they said to call carvana . No one answered from carvana until after the seven days ended. They are basically trying to hold me accountable for carvana not connecting me to s representative. The resolution that I am seeking is to have the car returned like I intended on doing the 1st week of me having the vehicle. If someone can call me at ************** Or email me at ******************** I would really appreciate it.

  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.

  In January, 2022, I purchased a 2017 Kia ******** for roughly $20,000. I have not received my registration yet and after two temporary registrations expiring, I am unable to drive the car. I have contacted them several times over the past months with no success. They are apparently unable to do anything and keep citing their hands being tied by the dmv. However, they have just sent the paperwork and the prior 6 months have been due to their inability to process the paperwork.

  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
  

  
  

• 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 used 2019 ****** Sequoia on 12 February 2022 with roughly ****** miles. ** that time I was under the assumption that all required scheduled maintenance up to that point was completed. On 27 July 2022, I attempted to change the oil and oil filter as recommended at ****** miles, but was unable to remove the oil filter cover as it appears to have been torqued beyond ******s recommendation of 20 ft-lbs. In my efforts to loosen the cover, my tool stripped the filter cover, which will necessitate a replacement cover after I take it to a mechanic to have the damaged one removed.

  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
  

  
  

  Customer Answer

  Date: 08/18/2022

  This business indicated on ******************************** within 48 hours.  It's been 3 weeks.  Until the filter housing is replaced, there will be no resolution to this complaint.

  Business Response

  Date: 08/23/2022

  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. The customer is beyond their limited warranty time frame. We will not be providing any assistance. 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 business has never reached out to me to resolve the situation, and hiding behind an expired warranty does not absolve them of incorrectly servicing the vehicle for warranty.  Contacting legal representation on this.

• 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.

  If I can give this company 0 stars I would. This company has been giving me the run around for months just to finally tell me they are not taking responsibility for selling me a LEMON. I was in a car accident in January and went through carvana once my accident was settled. I purchased a 2019 jeep ******** limited on February 28, 2022. It was supposed to be a certified pre owned vehicle with only ****** miles. ****** the first week my car shook sometimes when I would start it. Then my remote start would only start the car sometimes. I went through carvana and they connected me to silver rock and I received a mechanic from wrench. The mechanic said I just need to restart the system and will have to take it to the dealership. I went to Dacars Jeep dealership and they kept the car for a week. Received the car. The problem was not fixed and plus now my check engine light is coming on. Then when I drove the car my engine kept getting too hot where I will need to pull over. Called the dealership and told them I will need to return the car. They said they will then have to maybe keep the car for a month. I work everyday so that was inconvenient. Called carvana about the issues and they referred me to go to another dealership. I then went to Ourisman dealership. They kept my car for two weeks. Before I even pulled out of the lot. The engine was too hot and the mechanic was a witness. They kept the car for another two weeks. I called carvana and they told me about a delayed back out request. I filed for one. I then received the car. The same issues were happening so then I had to return the car. Mind you I work in between these times so I will always have to return the car when I know I have transportation for work. they kept the car for another two weeks. I then picked up the car and went to work. As I was leaving work my car did not start. I had to go through my insurance to get the car towed and returned back to the dealership. My car has been there ever since.

  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: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 received a 2018 ****** Leaf in November 2020. -Loan company has yet to receive the title to the car.-Customer has been paying on a loan without associated title.-Registration packet has been restarted at least five times now, despite Carvana representatives stating over the phone that the packet was complete and approved and being pushed to 3rd Party Vendors and the DMV.-Despite filling out and submitting paperwork time after time, the same paperwork is again requested.-Car is now unregistered and Carvana representatives are repeating the same issues. -As the customer, we are unable to register the vehicle ourselves and have no visibility on what the true problem is.

  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:Order 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.

  The vehicle was purchased on November 3, 2021. The car was delivered and paid for. We obtained two renews of the vehicle's temporary registration (maximun amount) and were told by Carvana staff that we could not be issued an additional renew and they would get us the new registration and tags before the second expiration. The second had expired in early June. The car has been sitting since then with no registration. After numerous calls, promises, and lies from Carvana staff we still are unable to drive the car.

  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:07/27/2022

  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 purchased a car from Carvana at the end of March 2022. The 2012 ****** RAV4 was delivered to me on March 26, 2022 in *******, **. When I started my purchase I was still living in Washington state and had to use my Washington state address at the time. I changed my address to my Phoenix address as soon as I found a place to live, which was within the first 4 days of April and before the registration process started. My first temporary plate expired and they issued another temporary plate, which expires on August 2, 2022. I still do not have my registration or plates. Carvana says that it's been registered in Washington, but there are issues and I won't have my registration and plates before my temporary expires and they are unable to issue another temporary plate. I keep getting the run around. I was told by Carvan when my first temporary expired that it was delayed due to discrepancies with the odometer reading on paperwork. I need my vehicle for my job and need to get this resolved. They are telling me that I won't be able to drive my car, which will cause issues, as I drive my vehicle for work, resulting in the potential for lost income. Any help you can provide in getting this resolved is greatly appreciated.

  Business Response

  Date: 07/28/2022

  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: 08/18/2022

  
  Better Business Bureau:

  Carvana has resolved the issue and i have a new vehicle. Which they tell me there should be no issues registering..  thank you for your help in resolving the issue.

  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:07/27/2022

  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.

  They promised that a car would be delivered and never delivered the car and advised that i choose a different car and also said that car also had an issue they cost me at least $3,000 in damages and expenses waiting for the car and was never compensated. I was forced to rent a car and also to put insurance on cars that were never delivered to me

  Business Response

  Date: 07/28/2022

  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:07/27/2022

  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 items on a car that I had purchased in Carvana said they replaced and they didnt. I had two employees tell me that they would be replaced and theyre not replacing them. Running boards were removed from the car at the time of purchase its in the description at the time of sale and tires were replaced but not

  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
  

  
  

• Initial Complaint

  Date:07/27/2022

  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.

  Hello I purchased my car from carvana over a yr ago and I still have not gotten my tags the car came with temp tag and after the first one expired they then gave me a second one which the second one expired on March 15/2022 I have been taking chances driving on these temp tags I have gotten so many state inspections like I was instructed by carvana but every time I would turn the inspection in to them it was always something wrong with it in which they said the state rejected it which was not true nothing was wrong with the inspections they was done by a DOT certified inspector.also they told me I had to pay my property tax and that was the reason I couldnt get my tags well that was not due until this yr which I paid in April the the county here where I stay gave me a fee waiver last yr right when I got my car for the property taxes but that expired so now its a new yr so the property taxes was due and I paid them I then over night carvana the property tax receipt showing I paid it alone with a new inspection which was also rejected ! I talk to a honest worker at carvana call center at that time he told me that I had done everything correct and every thing I needed to do but the problem was not my property taxes or the inspection or my car insurance which I sent them proof of that **** it still was rejected but the person told me that the problem was with the title and not my inspection etc they was just buying time by telling me things that was untrue I take chances every day driving my car with expired tags which is not good I have a CDL that is my Livelihood and I take pride in my job and career I cant afford to get stop and points go on my cdl I have gotten Warnings from police officers about my tags I did not want to contact the BBB but after a yr I see it was time they have Me Compensated me for all the problems I have been having with my tags they have sent me checks I believe two $600 checks and a 250 but all the complaints ppl have is with Registration

  Business Response

  Date: 07/28/2022

  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