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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

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Carvana LLC has 35 locations, listed below.

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    Customer Complaints Summary

    • 4,914 total complaints in the last 3 years.
    • 1,826 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 three months ago from Carvana in **** (I live in ********) and still haven't gotten the registration/license plates. I've contacted them numerous times to try to get this solved but I keep getting the run around. They keep blaming the *********** (I called them and they have no record of any paperwork from Carvana) and anybody else they can think of to explain the delay. They won't or can't issue me another temporary tag so I can't drive the car (the only car we have for our household) legally at this point. They outsource their title/registration work and they won't give me the contact information to deal with them directly. I'm at a loss of what to do. I call everyday and get nowhere. If I would have known, I would have never bought a car from this shady company. I plan to file a complaint with the ******************* and the *************. This company should NOT be selling cars in any state until they get their business practices figured out. This seems like it could be fraud, how do I know that this car isn't stolen at this point? Any help you could provide would be greatly appreciated.

      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: 07/21/2022

      I've talked to an "advocate" to many times to count and I never get anywhere. They just give me excuses and say that the paperwork is in the mail or it's in processing. I want to speak to someone who has some authority (a manager) and can actually get this issue resolved. I'm tired of the excuses and wasted time on phone calls that go nowhere. 

      Business Response

      Date: 07/22/2022

      Dear BBB,
      Thank you for providing further insight into this experience. The assigned case manager has made contact with the customer and is committed to following up as their point of contact. 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: 07/26/2022

      I contacted the ******************* today (7/26/2022) and they still have no registration paperwork from Carvana. This is the problem, they say one thing and don't follow through. There were no attachments to this email showing any documentation. I don't believe they have even sent the paperwork at this point even though the "claim" that they have. They just can't be trusted. So, I will continue to check with the state daily and reject their resolutions until it is confirmed that they have received the paperwork that they claimed to have sent. 

      Thanks. 

      *************************

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 on 6/18/2022. I submitted all necessary paperwork for registration/plates the very same day. It is now over a month later and I still have no plates/registration and my temporary tags have expired with no timeline on when new ones will arrive. I have already made a payment in the car but have been unable to legally drive it for a week. I've reached out multiple times to carvanas support team and they have just given me the run around

      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:
      Answered
      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.On the 30th day for car needed a total new engine.Their service has been awful, and they con u in.. and push u away post sale.Not buyers remorse ** I enjoyed the car using it for work / ride share.Just an awful experience. Now I cant work.

      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:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 June 4th. This morning, my key fob said the battery needed to be replaced so I went to get the other one only to discover the second fob did not have a key in it. I have tried to call Carvana but simply do not have 30 minutes to hold only to be told that I have to wait for someone to call me back which usually take 3 or 4 days if you're lucky. I want the second key. I was very intentional about purchasing a car with 2 keys and I'd like Carvana to supply the second key.

      Business Response

      Date: 07/20/2022

      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:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Carvana sold me a car with an electrical problem and never informed me of the issue of the car having issues. I filed a complaint within the first 100 days because the check engine light came on. I got the car looked at and the battery was charged. I got into an accident in October 2020 and got the car fixed this was the first time i was told about the electrical issue. The car has been in the shop for 2 years carvana refused to take it back and theres no estimated time on how long the parts for the car will take to come or if that will even fix the issue.

      Business Response

      Date: 07/20/2022

      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:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 on Carvana.com to be delivered July 18 at 330pm. At 8am July 18 they inform me my vehicle is delayed. I missed work to do this. Date changed a weeks time. Im renting a car out of pocket for an additional week with no explanation and no resolution at call center

      Business Response

      Date: 07/20/2022

      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:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently bought a used car from Carvanna which I picked up in **********, ********. On the 8th day of ownership after the full warranty had expired I ended up doing a lot of in town driving. The brakes began to make a dragging sound. Upon contacting Carvanna I was told that wear items such as brakes pads and rotors were not covered under the warranty. I was told that I could take it to a covered shop for a diagnostic, but that if it was a wear item that I would be responsible for the cost of the repair and the diagnostic cost. Having a background as a mechanic, I examined the brakes myself and discovered that while the presale maintenance had included the installation of new brake pads on the front that the rotors were not replaced and lacked adequate thickness so that each time the brakes heated up they began to warp. Because they are not covered even though I only had the car for 8 days prior to the issue. This is a safety issue that is the result of shoddy and unprofessional pre sale mechanic and inspection work. Because I am doing the work myself I am able to take care of it cheaper, but it is still going to cost me 200 dollars out of pocket for the cost of the rotors. This issue is an ethical on in nature as it is a safety issue. In addition to this issue, Carvana also sent me less than the owed amount for my registration fees. I was shorted a little over one hundred dollars and when I called to inquire about the issue, they did admit that the amount was wrong and stated that they would send me an additional check for the shorted amount. However, they refused to expedite it so it will not arrive before my temporary takes expired. They also refused to send me another temporary rage meaning that I had to come up with an additional hundred dollars out of my pocket to register the car before my temporary plates expired. I would appreciate if Carvana would take care of the cost of fixing my brakes and offer some recompense for the inconvenience caused.

      Business Response

      Date: 07/20/2022

      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:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 traded in my car with carvana back in January and I have yet to receive my plates I am in MD and after ************************************************************************* a month late about it but it got done the car failed inspection because the drive shaft is split/cracked thankfully it had the manufacture warranty its been a month now the car has been fixed now I call Carvana because the plate expire on July 13th now they are saying they cannot provide me with anymore temporary plates that I would have to got to the *** in which I just came from and they said I cannot because the car is still not registered I showed them my **** of sale and still couldn't get anything I called Carvana once again and says I have to take the car for another inspection and pass it and upload the documents and they do not know how long it will take. Keep in regards its been about 5 months and still dealing with this issue now the plates are expired but still paying for this car insurance ad all and i cannot even drive it. Also months back i got pulled over with the car because the cops thought my car was stolen and i had to show them my **** of sale and call Carvana over the issue apparently the plates were from ******* put them for MD and my car almost got towed but was able to find the plates from *******. I also took the car to the car wash the first time and the back bumper paint is peeling from the car as well it has been a nightmare with Carvana to have to pay for all of this and cant even drive a car I'm paying for is ridiculous. I am writing because I want to file a complaint for this business that has not rendered what they promised then I purchased it. At this point I would love to return this car and get an actual good car from a professional business that provides accurate information and services.

      Business Response

      Date: 07/20/2022

      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: 07/20/2022

      I reject this response until this gets fixed I will be taking the car tomorrow for re- inspection once it passes I will upload the the documents and want this resolved. Its been 6 months my job requires 90 percent travel I need my car to work without this job the car wouldnt be able to get paid plus Im paying for insurance on a car I cant legally drive. Everytime I have called I get the run around how long this process works but 6 months is exceeding this and a total inconvenience to my life. 

      Business Response

      Date: 07/21/2022

      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 be in contact with our customer. If additional answers are needed, we ask that our customer communicates with their case manager. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
      Thank you,
      The Carvana Team

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 through Carvana. My temporary plates expired after 90 days. I continued to follow up with Carvana on my registration over the period of 90 days and I received the same vague answer that there is an issue on Carvana's side and they are working on my registration. Registration typically takes less than 30 days but I am now beyond the 90 day expiration date, unable to drive my car. It is greatly affecting my life and family not being a able to drive my car, and I am continuously met with vague feedback, no timeline of resolution, and no call back after 5 requests.

      Business Response

      Date: 07/20/2022

      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:07/19/2022

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Carvana failed to register my vehicle in my home state. Now leaving me with a vehicle that is illegal to drive, and making payments on a vehicle I essentially do not own. I want this fixed immediately to avoid a lawsuit.

      Business Response

      Date: 07/20/2022

      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: 07/20/2022


      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,

      ***************************

       

    Carvana LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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