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

  4777 Lenoir Ave Jacksonville, FL 32216-6400

• 

  Carvana Nashville

  4270 Kenilwood Dr Nashville, TN 37204

• 

  Carvana LLC

  5435 N Loop 1604 W San Antonio, TX 78249-1379

• 

  Carvana, LLC

  6014 S IH 35 Frontage Rd Austin, TX 78745

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:07/25/2022

  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 this vehicle online via the Carvana website. The vehicle was delivered to my residence on 5/27/22. Upon delivery, the Carvana associate stated that the vehicle needed to get inspected and later send a ***** label and envelope for me to have the inspection sent to, so the vehicle could be registered. I went to my local inspection station and received a "safety" inspection, as the inspector stated that since the vehicle is younger than 2 years old, the vehicle does not require emissions, nor was he able to perform emissions as his computer would not let them. I received a grade of passing for the inspection. I later sent the inspection to Carvana via *****. A short time later I received communication via telephone and email that carvana needed my vehicle inspection report in order to get the vehicle registered. I contacted Carvana on the phone and spoke with them regarding the inspection issue, as they stated I needed to have emissions completed. I explained to them that emissions do not need to be completed as it's a vehicle younger than 2 years old and that the inspector could not even perform emissions as their computer would not let them. The carvana associate stated that they noted this in the file and would work on getting it registered. The following day, I went to another inspection station to verify whether or not emissions could be performed, and the inspection station stated that they would only be able to perform an emiss inspection on a vehicle younger than 2 years old. I contacted carvana again to explain this issue, as it was getting close to my temporary plates expiring. Carvana stated that they are still working on it and if the temporary tag expired, they would send me another one. This has been going on for weeks and today, 7/25, my temporary plates are expiring and I have not received my plates. I need help correcting this issue as I do not feel its ethical for a company to have their customers perform the work they should

  Business Response

  Date: 07/26/2022

  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:07/25/2022

  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 purchased a vehicle from Carvana on June 9, 2022, and I received a temporary tag that would end on July 24, 2022. My tags have currently expired and I am unable to get my title from Carvana, so that I can get license plate. I reached out to ******************** to try and see if they could at least get me an additional tag for my car until the title gets here, however they informed me that the ************* does not allow for a second temporary tag, and that I would have to possible find another car to drive. Carvana waited until my tags were 1 week away from the expiration date, before they started sending me email, saying that they needed additional information before they could start on my title process. I immediately called to find out what additional information did they need. I was then informed that the hold-up was not on my end, but it was discovered that the sales person forgot to submit the proper forms to the **** I will have to find a ride to work, such as a car rental service or Uber. They have not attempted to provide me with any monetary assistance. Finally, I am continuing to pay a car note on a timely basis.

  Business Response

  Date: 07/26/2022

  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:07/25/2022

  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 picked up a ****** Juke on July 11th 2022 from Carvana in *********** **. The cars transmission went out 2 hours later on our ride home, causing us to park the car at my job site. The car never made it home, and my family was stranded until we could get a ride. Tried to call carvana and it was after hours at that point. Called the next morning to start my return process (they have a 7 day return policy). Was told on 7/12 the return was confirmed, gave them my work address where the vehicle is sitting inoperable, was told pickup was scheduled for 7/13. No one called and no tow truck came out. I called back and have been calling every day with no resolveit is now 7/25. I get a run around with anything I ask. Carvana has not picked the car up and will not give me a time frame as to when it will be picked up. They keep saying theres no estimated time frame. I called the bank today that carvana uses and talked to their escalation team. *********** said they have no record of the car being a return because carvana has not filed the paperwork required of them to release me from the loan agreement. The bank was contacted on 7/25. I was told until Carvana files the paperwork for the return which they wont do until they pick the vehicle up that I am responsible for the loan payment. I acalled carvana after speaking with the bank and sked if I could have the car towed myself to the Pittsburg hub (we have a car hauler at my brothers) to speed things up and was told no, that I am to just wait until whenever they decide to come get the car (they refuse to give me a pick up date and payment will be due soon), and am to be charged for an inoperable vehicle that I drove 2 hours on the day I picked it up.I do not know what to do, they sold me a lemon and are not holding up their own rules/regulations. Carvana customer service has on file all of the info I have stated.

  Business Response

  Date: 07/26/2022

  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: 08/05/2022

  There are now new more pressing issues that need attention. Carvana picked the ****** up on 7/25 at 7:30 using a 3rd party tow truck company but they never cancelled the title transfer and pay off  on the Bronco Sport I was trading in originally to get the ***** they tried to sell me. Carvana gave me my trade in back on 7/13 and they were advised I would be returning the ****** Juke 7/12 so why was this process not stopped?! Carvana sent payoff quote requests to PNC bank AFTER knowing that the Bronco was back in my possession and that we were returning the ******. As of 7/18 and 7/20 payoff requests were sent to Carvana from Pnc. Carvana PAID OFF MY RETURNED TRADE IN VEHICLE ON 7/22 when they were NOT supposed to and had the title fedexed to their headquarter in *******. You all need to get my loan re-instated for my BRONCO SPORT THROUGH PNC IMMEDIATELY! 

  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:07/25/2022

  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.

  On June 15, 2022 I purchased a 2020 ****** Thundra from CARVANA operating in ********. I had no issues with the vehicle and they delivered the vehicle as promised according to the signed purchase agreement. However, the issue and complaint stems from CARVANAs failure to provide both registration and vehicle title within 30 days of sale. In fact I later found out that the reason for the delay was because CARVANA did not have the vehicle title in hand during the sale and as of this complaint still does not have the title. My temporary tags expired on July 15, 2022 and CARVANA did not provide an extension or a reasonable explanation on when the issue with the title would be resolved. I am left to park the vehicle because the registration is delayed. My goal is to report this bad practice by CARVANA with the hopes of protecting future customers from similar situations. Also I have learn that this issue is not isolated. CARVANA is facing multiple lawsuits in other states titles and registration issues not related to COVID-19.

  Business Response

  Date: 07/26/2022

  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: 08/05/2022

  
  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:07/25/2022

  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.

  I attempted to buy a Kia **** from this place. For three weeks they gave me the runaround, claiming they could deliver the vehicle to my home and then they keep "delaying" it, They gave me no answer as to what the delay was for. Now they have my personal Information and are reporting a loan on my credit that will never be paid cause I will not pay for something I didnt and apparently was never going to get.

  Business Response

  Date: 07/26/2022

  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: 08/10/2022

  Vendor claimed they would reach out to me. They sent this Bullcrap form letter that explained nothing. There has been NO contact by a human being, and this is NOT resolved. 

  Business Response

  Date: 08/10/2022

  Dear BBB,
  Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates will contact 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:07/25/2022

  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 car through Carvana back in April and have been waiting for several months to get my vehicle registered. Carvana paid all registration fees. Carvana insisted that they are working to get my vehicle registered. The temporary tags are now expired and I have reached out to both Carvana and my states DMV several times and my issue still has not been resolved.

  Business Response

  Date: 07/26/2022

  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: 08/04/2022

  
  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:07/24/2022

  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 2018 ****** Maxima, VIN *****************, from Carvana, ***************************************************************, on 06/01/2021. Prior to my taking possession of the vehicle, Carvana was required to perform a Safety and Emissions test in the ***********. The vehicle was taken to a state inspection station and was passed by the station. The station is required to inspect the window tint of the vehicle. The report reflects the station as marking N/A under the window tinting section. The vehicle should have failed the inspection due to the illegal tint of the windows. Fast forward one year to time for renewal of my tags and an inspection is due prior to renewal. The vehicle has been taken to numerous locations for inspection, but will not pass inspection due to illegal tint of the windows. I have attempted numerous phone calls to Carvana and have been told that I am past the 100 day limited warranty on the vehicle. Ive explained this is not a warranty issue, and was sold a vehicle with illegal tint. Carvana misrepresented the vehicle to me. If I would have known there was an illegal tint on the windows, I would not have purchased the vehicle. I am having to take the vehicle to ***************** to have the current tint removed and replaced with legal tint. This will be an out of pocket expense to me of approximately $400-$500. I would like Carvana to reimburse me for this expense.

  Business Response

  Date: 07/25/2022

  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:07/24/2022

  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 was preapproved to purchase a vehicle in May of 2022 from Carvana. I chose a vehicle in June of 2022 and completed all required paperwork and verifications. This process was exceedingly lengthy due to the fact that my name had changed due to divorce. I submitted all my documents and Carvana approved them. A delivery date was set for early July. A delivery issue occurred and the date was pushed back to July 23, 2022. On July 22, 2022 I contacted Carvana customer service by phone as I had received an email that stated further verification was needed. I was told that my account was all set and approved and that my vehicle would be delivered the next day. I asked a second time if they were absolutely sure there was nothing needed from me and I was told that everything was all set. I left my home at 8 am to pick up my vehicle several hours south of me at the closest delivery station Carvana offered. My appointment was for 10 am. On the way there I received an email stating further verification was needed. Upon calling customer care I was told that they needed my divorce decree as what I had previously submitted and they had approved was not sufficient. This was @ approximately 9:15 am. I explained that I had proved my name change, they had approved the documents I submitted and that I had already driven a long distance to pick up this vehicle, all of my contracts had been signed, etc. I was told it was a state requirement. It is not. I was told there was nothing they could do and I was being rescheduled for delivery. I explained that between gas and food (I left too early to feed my children breakfast so I bought them food on the way) that Carvana had just cost me over $100 due to their error. The representative I spoke to apologized and stated they dropped the ball and that she would issue me a $100 check to recoup some of my losses. It would only be sent after I received my vehicle. I cancelled the sale due to the repeated problems and am still out money.

  Business Response

  Date: 07/25/2022

  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: 08/05/2022

   The company has offered no response to BBB, just that they would notify a representative. The call I received from Carvana in response to my BBB complaint stated there was nothing they could do and they were going to close the matter. The matter is still unresolved.

  Business Response

  Date: 08/09/2022

  Dear BBB, 
  Thank you for providing an update on our customers experience, we appreciate the opportunity to offer further detail in regards to their complaint. We have contacted our customer and resolved this complaint directly with them. We offered to send our customer $100 as a goodfaith gesture should they continue their purchase with us. Unfortunately, since the customer canceled their purchase, we will are unable to compensate them $100.  If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
  Thank you,
  The Carvana Team
  
  

  Customer Answer

  Date: 08/26/2022

  The matter is not resolved. Carvana has done nothing, admitted to making errors and I am still out money due to their actions.

• Initial Complaint

  Date:07/23/2022

  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 am active duty military and have been stationed overseas, I returned stateside in March 2022 and bought two cars from Carvanna in April 2022. The dealership has failed to register either vehicle as of 23July 2022. The temporary operating plates for both vehicles expired back in May, ******** authorized us a rental vehicle and said they would reimburse us for the rental. I provided a copy of the rental invoice for the first 30days "$2,600" and was told I could only get $500 in total from them. I requested to speak with a supervisor and she emailed me saying ******** had dropped the ball on registering both my vehicles and that she would contact me by COB the next day "Thursday" I called back the following week to speak with her and they said they put in a note for her to call me. Now it's been over two weeks waiting for her response and I now have an additional **** in rental fees. And today the 23rd ******** said they would have to completely redo my my contacts since I've moved since first purchasing the cars and restart the timer and process over completely, so another 90+ days without being able to drive my cars, and paying out of pocket for a rental. They previously told me I would be able to get new temporary operating plates if I was to get my Georgia driver's license, then when I got it they said they couldn't help me and I would need to go into the *** in person to extend them. I went into the *** and they could not extend them since it was past 30days of their expiration. I also requested for them to send me the documents so I could just register them myself and they said the are not allowed to do so. I believe the reason everything is so delaying is because they never got the title transfered from the previous owners. I request the registration paperwork so I can register my vehicles on my own and full reimbursement for my rental until registration issue resolved. I have sent them the same forms several times, and they say I'm at fault for delay.

  Business Response

  Date: 07/25/2022

  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: 08/09/2022

  ******** has been more then aware of my situation for months, I have been following up with them weekly if not twice a week since this began. Please monitor this situation until resolved. I need a completion date set for the registration for these vehicles, we can no longer afford payments for a rental and cannot drive either vehicle legally. As of two weeks ago we are now a family of five and cannot make due without a vehicle.

  Business Response

  Date: 08/10/2022

  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
  

  Customer Answer

  Date: 08/28/2022

  BBB,

   

  Nothing has been resolved and Carvana has still not registered either vehicle. We also still have not received a date this issue will be resolved. Again these vehicles were bough back in April 2022 and the temporary plates expired at the end of May for both vehicles. The Pathfinder's paperwork has been with the *** since 05 July 2022, and the estimated turn around is two to four weeks, it will be eight weeks on Tuesday 

• Initial Complaint

  Date:07/23/2022

  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.

  Please read letter since long and detailed.Car delivered and after 25 miles wouldn't start and repair shop can't get it to start.I want car picked up at no charge from auto repair shop and want my money refunded.

  Business Response

  Date: 07/25/2022

  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: 08/04/2022

    today is August 4,2022 and as of 0this evening I have not been contacted by anyone from Carvana.
  *********************

  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