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:07/27/2022

  Type:Product 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.

  **** CEO,I apologize for reaching out via this channel. However, I'm reaching out due to the lack of customer service and untrained professionals you currently have under the reinstatement org and your highest level of customer escalations teams. My wife recently refinanced her vehicle with autopay.com and the vehicle was repossessed the same day your team received the overnight check from autopay.com. It has been a total nightmare dealing with your customer support team as they have been holding a vehicle on $393.95 balance (repo fees). She has been trying to paid the balance and was advised to go to the nearest ******* (4 different times) to make a payment on account that was already paid off and unfortunately ******* has no access to. On the week of July 15th she was notified of 10 day check hold policy and we were also told by employee ID P6JY that a payment could be made this week with a debit card ( total lie) and yesterday we were told by employee ID P90B Jonelley that she can submit a payment via western union or the app ( Please listen to the recording conversations I'm begging you) Today July 27, 2022 employee ID 6JY from the reinstatement department has advised my wife that there will be a 10 day hold on a western union money order for $393.95 prior to releasing the vehicle form to *******. We are running out of options on the lack of proper training and communication from the entire organization. Its unethical to contniue keeping the vehicle on instructions that were provided for an additional 10 days on a balance that is technically for repossession fees. Damaged to our property was also done by the truuck driver on our drive way and vendor request was denied due to lack of evidence. We are happy to provide video evidence on this. We are requesting for Bridgecrest to release the vehicle as soon as possible. Please see image and tracking number. I will also recommend for the organization to listen to all of the recordings on file for you to use this a

  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.

  I purchased a used vehicle from Carvana a month ago with a 100 day warranty. Not too long after I received the vehicle the heat shield/dust cover under the car just fell off while I was driving without anything occurring that would have caused it to just fall off. I brought it in to Carvanas preferred repair facility who filed a claim with pictures and videos of the shield that fell off and they denied it. They claim it is a cosmetic repair which they do not cover. It is a vital part of the vehicle for air flow to keep the engine cool and prevent duct from getting into it so I am not sure how they can say it is cosmetic. I explained the situation to them and they still would not cover the cost of repair which is $285.00 at their preferred repair center. I spent over $20,000 on this car a month ago. While I regret buying another vehicle from them since I had a bad experience with the last vehicle I bought from them, it is too late for me. They sold me a vehicle in the middle of a midwest winter in which I did not turn the air conditioner on till the weather warmed up and it did not work. I called them to let them know it was going to cost $1000 to replace the a/c compressor on an a/c unit I never used since it was winter when I bought the car and they denied coverage. This company claims to back up their vehicles with this 150 point inspection and 100 day warranty but they find reasons not to cover when things go wrong that were a problem before receiving the vehicle that did not come out immediately. Its wrong and bad business. They should not be allowed to get away with this...especially twice. I am sure there are other people they have scammed too. I have attached photos and videos, the estimate, and Carvanas 100 day warranty terms.

  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:Delivery 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, paid in full, from Carvana that was delivered on 06/20/22. At delivery, the floor mats that are part of standard equipment were missing, and I was told to expect the missing parts in the mail ***** business days after 6/27/22. After not receiving them, I contacted carvana on 07/18/22 and they told me that they would email me with an update. After not receiving an update, I contacted carvana again on 07/27/22, and they said that an order for the missing item was not placed properly, but as of 07/27/22 they had placed an order that would be delivered in 4 weeks. Since this would mean I need to use my car without floormats for 2 months, I asked for a compensation for cleaning/temporary options. Their response was that as the order was now properly placed, they could not provide a compensation. I am very displeased with my experience in communicating and purchasing from Carvana, as they do not do business transparently or professionally.

  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.

  We engaged in the purchase (trade in) of a car through Carvana, and they illegally flipped the title of our trade in into their name before the 7 days trial period was complete, and have essentially stolen our car with no timeline on when it will be returned to us, offering no compensation for their admitted mistake. All we seek is coming out of this situation without losing thousands of dollars, but have been unable to receive anything satisfactory from them to date.

  Business Response

  Date: 07/28/2022

  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:07/27/2022

  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.

  On June 27, 2022 I ordered a vehicle (2020 *** sportage) through carvana. The original delivery date was July 5 then it kept changing July 13th, July 15 finally July 18th. On July 18th they delivered the car at 1:50pm 2 hours after the original time 11am. After a test drive of the car it had bad brakes, tire signs on dashboard and unknown damage/ substance on the vehicle (inside and out). I immediately rejected the vehicle. On July 20th I noticed they took ***** (down payment) dollars out my account. I've been calling for my money returned that they never should have taken out my account because I rejected the vehicle minutes after delivery.

  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: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.

  Prior to selecting & purchasing my vehicle from Carvana, I used the filter section on your website to select the only 2 items that I wanted for the vehicle - ***************** No other filter items were selected.This is the second time that I have attempted to purchase a vehicle with the same parameters. Last year (2021) I returned the vehicle to you & went with another company because when I went to your vending machine location in ******* to get my *** with *********** the *** once again did not have navigation in it, even though the same filter was used & the **************** reps said it did.This time, I gave your company another ******* ***** did the same thing to me again. The vehicle I selected came up under *** with Navigation & when it was delivered it did not have navigation.On 7/25/22 I called in & spoke with Thai in the swap department who located 6 other vehicles that were listed as ***s with *************** put them in my favorites to review. I selected the same vehicle type I'm in now, but it was $1,000 less. I not only was told that my payment would be $2 more, but I was told that I also had to pay a delivery fee, even though this was you all's fault, I am still in my 7 day buying period, and the original vehicle I selected did not have a delivery fee.I never would have gotten the vehicle that is currently in my possession if your system filter had not populated it as an *** with *********** *** want the delivery fee on the new vehicle I selected to swap the one I currently have, waived.I was told yesterday (7/26/22) by Thai that his supervisor *** said she wasn't waiving it. I requested to speak with her & instead was told she would call me back. I never received a call back.This morning (7/27/22) I called & requested a supervisor in the swap department, but was again told that one would call me back; I have not received a call. This is day 3 of my 7 days *** have not received a resolution. I will cancel and return the car if need be.

  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:

  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.

  After purchasing a 2015 ***** Spark EV within the 7day return time frame the vehicle was only getting a 46mile radius on a full charge. I had to have it towed twice in that time frame. I told the company there was something wrong with the vehicle and initially no one said they could get it fixed and they refused to work with me on the delivery fee (regardless of the fact that the vehicle was not functioning appropriately) I spoke to another rep that was able to get me in contact with their repair people to fix the vehicle. It was taken to a dealership who said the diagnostic wasnt showing anything wrong. 10days after getting it back the lithium ion battery went out. The issue now is that these batteries are on back order and have been for about a year. Carvana refuses to work with me on getting into a different vehicle and expects me to continue making payments on a vehicle that I do not have in my possession and is not driveable.

  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: 08/15/2022

  
  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:07/27/2022

  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.

  I purchased a vehicle one year ago and this cooperation refuses to give the title to the new lienholder. They are extremely unprofessional and hard to deal with. They are in breach of contract and refuse to refund me for the purchase price of my vehicle. Carvana has had several complaints as it relates to title and registration. They sale vehicles with no intentions to turn over the title this is theft by conversion. They harass you endless about something that was there issue but they refuse to accept any accountability. They have lose there license to sale cars in ******** and has stopped production in **************.

  Business Response

  Date: 07/28/2022

  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:07/27/2022

  Type:Product 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 attempted to purchase a vehicle from Carvana LLC. I completed all of the paperwork and submitted the down payment of $11,200 to them and took delivery of the vehicle. Within 24 hours, the check engine light came on and the vehicle had a violent shake when driven over 55mph. I contacted Carvana to rectify the issues and they wanted me to do the leg work, take it to a mechanic (not the Audi dealer) and get a diagnosis. I did that, then take it to another. I decided to swap into another vehicle due to the diagnosis being too severe. I did not wish to purchase this vehicle. They were unable to deliver the next THREE vehicles that I chose from 6/14/2022 - 7/22/2022. On 7/22/2022, I went to Carmax and purchased another vehicle thus canceling the entire Carvana purchase on that same day via telephone. I was told that my contract would be rebuilt within 30 minutes to 1 hour (no later than the next day), the next step would be to set a day and time for pick up of the vehicle and my refund would process as soon as the vehicle was picked up. I was to receive a call back from a team lead when my contract rebuild was done. That did not happen. I called back and chatted Carvana reps each day, 7/23/2022 - 7/27/2022 with no resolution and changing duration given for when this contract rebuild would be done. I have yet to be given a refund of my $11,200 nor have they once contacted me via telephone or email to resolve the situation. They have offered no consolation for the absolutely horrible service nor have they even come to get the vehicle.

  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:07/26/2022

  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 4/30/22 and have nothing but problems since and they have not held up to what they would tell me to do to fix the issue after multiple attempts. First they say they do a 150 point inspection thats a bold face lie after having my car I realized a weird sound and went to have it checked out. *** Boys wouldnt touch it and recommended it go to the dealership. Took it to the dealership and a week later and it cost almost $5k to fix!! Then the dealership told me it needs a whole new exhaust system. Then it gets worse the state of ******* sends me notification in June that my license will be suspended because it still looks like I own my old car that I sold to Carvana but Im not carrying insurance on ( BECAUSE I DONT OWN IT ANYMORE). Called Carvana and was told its ok its all being handled but it will just be patient but I still faxed proof that I sold the car to ******* ***. Well a month later I get another notification from ******* the day before they are now going to suspend my license. So I call ******************** back and get told that its my fault and it was my responsibility to contact the state???? What? I was NEVER EVER TOLD THAT! I was told it would take 30 days to transfer over the title thats all. So I go to the *** and luckily I was able to fix the my suspension but of course nothing can be done about my tags because they are already in the process. So I call again to see if I can get another temp tag to then be told NO again and that ***** who is handling my case will be in touch. Still no word from ***** and I called again today with the same song and dance that I will get a call back from a lady named ********* and they are so sorry Blah blah blah. Its been 3 months and they have ultimately done nothing except blame me and sell me a lemon ??

  Business Response

  Date: 07/27/2022

  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: 08/12/2022

  *** never spoken to this supposed advocate ***** throughout this entire experience! I even called on Tuesday and still have not gotten a response. Ive spoken to multiple other advocates but of course they cant help me with anything because ***** is the only person who can help me.  This is probably one of the most frustrating things to deal with. This company should not be in business and the more I look around I see so many stories like mine which terrible.  This car should not have been sold in this condition and because of its practices with some other mechanic shops some of the repairs that should have been addressed wont be covered.  Ive been to these places and they specifically told me that Carvana never would pay in the past so they dont accept their business now! Ive been quoted $3k and the only place that I could get to work with there insurance was the dealership abs they quoted $8k!!!!! Because the claim was denied I had to pay for the inspection of the car and quote!!?? Ultimately they should not be in business and this is why I reported these issues that Ive been dealing with so hopefully others dont! They finally after 3 months got the title switched over so Im not driving illegally anymore thankfully but it took over 10 phone calls to again try and speak to ***** by advocate who again Ive never talked to once throughout this horrible experience! 

  Business Response

  Date: 08/15/2022

  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