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

4,914 total complaints in the last 3 years.
1,826 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:07/21/2022
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 sent paperwork into Carvana for an inspection. However my vehicle is in the shop and has been for over 90 days which I purchased from Carvana. The dealership performed the inspection as my vehicle is NOT DRIVABLE, the sheet was the same sheet that Carvana sent me, and Carvana rejected it because it wasnt done by an agency. My car is immobilized because of a transmission control module that failed 2 WEEKS after I got the car, yet Carvana will not accept an inspection done by a dealership and they know the vehicle is in the shop. This is unacceptable.
Business Response
Date: 07/22/2022
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:07/21/2022
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 & financed a vehicle on 04/27/2022 online from Carvana. On June 20th, 2022, the vehicle was totaled in an accident. ******** trooper had it towed to *********** Recovery and Towing, in *************** **..Carvana has failed to file for registration for the vehicle. So I have no title. The tow lot can't release it without title. I can't get my belongings out without the title. My insurance, State Farm, can't do anything without the ******************************** has given me the run around. No direct answers or explanation. Can't speak to a supervisor. Can't speak to Carvanas registration department. ** law in regards to vehicles in inpound, after 45 days, the vehicle will be considered surrendered and becomes property of the state.I need the title to do the right things.If Carvana can't produce the title, they need to void the sale & financing, or buy back in full including all fees etc Cover the tow lot fees. And reimburse my insurance for any claims paid out to the other people in the accident. I am seeking legal counsel as well and filed a complaint with the ** Attorney General. Thank you for your ******************** and help.***************************
Business Response
Date: 07/22/2022
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:07/21/2022
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 the ******** **** E 350 originally in April. I can not remember the date because they kept it due to mechanical and comestic issues. I finally received car on 5/15/22. I noticed upon arrival some mechanical and comestic issues that I reported but inform young lady that I will look at car throughly on Tues and that I had an appointment with ***************************** on Tuesday that I would take car to body shop after I leave mechanic shop. ***** from ***************************** informed me to get a rental car that it was too much wrong with car that they would need to keep it. Called and informed Carvana what was said and got a rental car. Received car back on 5/31/22. I paid an extra $53 a day for rental due to short notice. Carvana warranty company Silver Rock refused to pay me the additional price. Once I got car out . I took car to body shop to get inspection and new areas were found and photos were taken at ********************* in ******* ** by ****. Inform they were backed up but could get car in shop in July. In Carvana. It was brought to my attention after new areas were found that it was denied because they reported after the 7 day window. Informed Carvana that car was in shop during the 7 day window and there should be an exception to rule. Upon my return from being out of town. Took car back to ***************************** to get mechanical work completed on approximately 7/11/22. Once I left there took car to ********************* in ******* ** and left there for work to be completed. Spoke with someone at Silver Rock as well as ***** from ********************* on 3 way. They informed ***** to have car looked at in detail and any new areas found to send in supplemental so that they can approve areas found new areas can be approved. Information was submitted on 7/20/22 and new areas were denied because it was past their 7 day window I explained to them that I was not in position of. Informed by employee that the person that took my call should have extended daystolookcar
Business Response
Date: 07/22/2022
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: 07/25/2022
I received my car from Carvana on 6/15/22. Upon getting the car it didn't drive well. I was informed to take car to shop. I took car to shop on 6/17/22 at ******** benz of ************ in **. I was informed by ***************************** that I would need to get a rental cause it was in bad shape. I got a rental car on 6/17/22. I had the rental car til 6/31/22. I was told by Carvana that since it was a preexisting condition that I would have to pay anything out of pocket. Silver Rock their warranty company on pay $40 a day with *** of $400 anything else Carvana would have to contact them to get my full reimbursement back. I contact Carvana and they refuse to honor their agreement and policy. I had to put the car in the a day after receiving my car. I would like for them to honor their agreement and reimburse me my full amount for my rental.
Customer Answer
Date: 07/26/2022
I purchased the vehicle sometime in late March or early April. It was my 3rd vehicle so I had to keep it. I had been driving the 2nd car waiting for my car. I received the car and noticed the drive and some areas. I nform the person that
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: 07/27/2022
I am rejecting your response due to the fact that when I received the car it had many issues. Some of which the reason that my car was late coming was because you said you were fixing the car which was not true. The car on paper had 1 imperfection. When I received it there was multiple. I told the you lady that brought me the car that I heard noise coming from the car and that I had an appointment scheduled with ***************************** on 5/17/22. They inform me that the car was in bad shape and didn't know how the car pass inspection. They informed me to get a rental and leave. I was able to pick the car up on 5/31/22. I took the car to ********************* in ******* **. They found more areas and took pictures. The claim was started and noted that they were behind on work and couldn't get car in til July. Additional areas were approved but unfortunately my adjuster **** went on medical leave so everything was locked on his computer. I spoke with someone with Carvana after car was pulled to back. Informed of new areas per ***** because he was told to look at car in great detail and whatever found write it up and it would be covered. This is unfair to **** received a lemon as a car. There is so much wrong with this car. There was no way I can look at a car that was in the shop for approximately 2 weeks. I expect my comestic work on my car to be fix and all my rental reimbursed.
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,
Initial Complaint
Date:07/21/2022
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 bought a car from Carvana, the car stopped turning on 6 days after purchase date, car went into the garage, the warranty company did approve all mechanical work, but the garage informed me that I was sold a car with a glued on bumper. The bumper has no clips, no security and is literally glue to the car. Carvana is refusing to fix the car which is outrageous, not only from a safety standpoint, but the car goes through there 150 point inspection, and I was not made aware of this safety issue, and Ive been in a rental for 3 weeks which they are not willing to cover either
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:07/20/2022
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 my car from Carvana on 03/18/2022. They provided me with a 30 day temporary tag. I never received my registration documents so I can register my car in the state of Oklahoma where I live. Ive called, chatted, and text multiple times about the status and theyve told me there was a mileage discrepancy and then that was fixed and they were just waiting. Its now July 20th and I still do not have registration. They gave me a 90 day temporary tag trying to say that it was legal. The state of Oklahoma does not allow for anything beyond a 30 day temporary tag. I cannot drive a car that I pay over $400 a month plus the cost of car insurance. I will also have to pay all the late fees at the dmv when I finally can register and then have to ask them to reimburse me. I do not have several hundreds of extra dollars up front. The most recent time I called I was told the registration documents would be shipped out that day July 19th. The documents have not been shipped. News outlets have done stories about it stating the police are aware and Ive been warned. I told carvana I need to be able to drive a car I pay for to go to work and to get my family groceries. They offered to seek approval for a check of $250 that I may or may not get approval for and if I do get approval I wont receive it for one month. Im sure the process will be similar for fee reimbursement. I need appropriate compensation now. $250 doesnt even cover 2 weeks of work travel Ive been unable to drive for months. I need my registration and appropriate compensation for their bad business practices.
Business Response
Date: 07/21/2022
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: 07/29/2022

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 and a reasonable agreement is made, will consider this complaint resolved.

Regards,

***************************
Initial Complaint
Date:07/20/2022
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.
Purchased a vehicle from Carvana around April 22, 2022. It is now July 20, ******************************************************** plates. The car is now not legally drivable in my state due to expired temporary tags. This (taking months to provide vehicle registration) is a chronic issue for Carvana across *******, such that there are several class action lawsuits against the company and they are prohibited from doing business in some states for this exact reason. I want my registration now! Paying for a vehicle that is not legally drivable through no fault of my own is fraud by Carvana.
Business Response
Date: 07/21/2022
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:07/20/2022
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.
Purchased car from carvana on 3/4/22. Still not received my license plates, now ********************** is asking me to go to the *** and attempt to get duplicates, which would be many visits already to get this resolved.
Business Response
Date: 07/21/2022
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:07/20/2022
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 5/25 i purchased a car (from carvana) that had 2 light scratches But when it arrived on Jun 8th it had a broken windshield 8ins, a hole in the Leather interior and a 22 dent in the roof of the car. I talked to DJ and he was replacing it with only one deliver charge then we got cut off. Then i talked to ******************* he seemed helpful *** said on Sat the 13th of June DJ would call me Sat came and no call back now it is a week later and still no call back I paid $1490 for deliver charge and i keep emailing *** with no response Can you help me Please
Business Response
Date: 07/21/2022
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:07/20/2022
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.
6/6/22 Bought an Audi A4 from Carvana, *** promised to have car inspected from top to bottom to ensure everything is working. After driving car, I noted the start/stop feature is not working correctly. The window sticker showed what the car was to have (attached). The car is missing Light tinted glass, Heated wipers, Perimeter approach lights, ************** fuel locking cap, Full foot console w/storage, overhead storage, Refrigerated box inside glove box,. Car was purchased from **************************************************** Stock#**********. I paid for add on things I do not have in the car and would like money back. I was to get $500.00 back due to all the hassles and now told that was cancelled. This ** sold a car on false advertisement. This is the 2nd car, 1st one too many problems and had to go back, kept this one, too much of a hassle. However, I don't believe they should get away w/ not providing registration in time & false advertisement on cars. PD $28,990. Put a window sticker on for the next level up/not my car. Trying to speak w/them is impossible/unable to speak to someone who can make a decision.
Business Response
Date: 07/21/2022
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: 07/29/2022
I do NOT accept their answer. I filed due to their "window Sticker" selling me the car off of false information. The initial dispute will indicate everthing that the car is missing even though it states it on the window sticker. I want to be reimbursed due to being misled and purchasing a car that does not have those features.
In addition my Registration is going to expire on Aug 4 and yet again I do not have my registration from Carvana and will be driving ilegally. They provide no reimbursement for rental cars, Uber etc and show they have no care that I have no transportation for work. I would like them to figure out what they will do this time.
Business Response
Date: 08/01/2022
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: 08/26/2022
Carvana has not fulfilled their promise on sending a $200.00 check, promised months ago.
Initial Complaint
Date:07/20/2022
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 AUG OF LAST YEAR I SENT CARVANA ALL OF MY INFO TO BUY A CAR FROM THEM. 11 MONTHS LATER THEY ARE ASKING FOR INSURANCE INFO SAY THAT I CANT BE LISTED AS AN ADDITIONAL DRIVER ON MY INSURANCE POLICY THAT MYSELF AND MY WIFE SHARES. WE HAVE TWO CARS AND BOTH CANT BE LISTED AS THE MAIN COVERAGE HOLDER. ITS A YEAR LATER STILL NO REGISTRATION
Business Response
Date: 07/21/2022
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

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Carvana LLC is NOT a BBB Accredited Business.