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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:07/18/2022

      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 my sons first car through Carvana. This car had tinted windows & that was a feature we specifically wanted. At delivery, the lady who delivered it explained that when her guys went to remove the sales stickers, they used a razor blade and heavily damaged the tint on the driver side window. She said that the warranty would fix it. After over a month working with the warranty company, the tint is now replaced. The problem is that the warranty company covered the removal of the damaged tint only, not the application of the new tint. I contacted Carvana & explained to them that I feel I should be reimbursed for the $200 I paid to have new tint applied because I purchased a car with *************************** damaged the product after I purchased it. They said the warranty would help me. I explained that the warranty had already been utilized & then they simply stopped responding. (It was a text conversation with a real life human) I was sold a vehicle with a particular feature, the seller, Carvana, damaged/removed one of the features that I purchased & will not provide said feature for the agreed upon purchase price, therefore they are falsely advertising vehicle features to sellers and not providing those features once the seller has purchased them. If this hadnt been a much anticipated gift, Id have refused to accept the vehicle at the time of delivery. This company is shady and has horrible customer support and should make this right.

      Business Response

      Date: 07/19/2022

      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:07/18/2022

      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.
      Purchased a vehicle over 3 months ago and have yet to recieve title, registration, or tags.The total amount of the car was paid for months ago. I've made several inquiries as to why I haven't received my documents and all I'm being told is to "be patient"!

      Business Response

      Date: 07/19/2022

      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:07/18/2022

      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 vehicle from Carvana and had a delivery date scheduled for May 24th. As my delivery date arrived I received a text message that the delivery had been delayed. I contacted Carvana and was told that a compensation check would be issued for my inconvenience. My delivery was rescheduled. As the next delivery date arrived I received another message that is was delayed again on June 4th. Again I was told further compensation would be issued for another delay, my delivery date was again rescheduled. I received another notice on June 11th at which point I spoke with an agent name *******, she confirmed that I was set to receive their maximum compensation of $500 for my repeated delays. These funds would be released once my 7 day trial period with the vehicle had passed. As of today June 18th I had still not received my compensation. I called Carvana who told me that it was never sent and the amount they would be sending was $100.00. I told them that was incorrect that I was promised $500.00 total. The agent explained that per his management team because the other agents never notated an amount they would not honor that and would send their new maximum of $350.00 only. They would not listen to the other calls that were placed to confirm the amount and would not budge on the amount, agreeing to send $200.00 less than I was promised.

      Business Response

      Date: 07/19/2022

      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:07/18/2022

      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 this car a 2017 **** edge online and was delivered March 23rd, 2022. I asked to have my plates transferred from one vehicle to the other. I was told I was not allowed to do that and two months later May 23rd I received two license plates and a registration in the mail from Carvana from *** in *********** contacting them I stated that is not what I asked for. I uploaded the *** documents to them. They stated they were going to refund me the difference and today July 18th, 2022. I'm told no they cannot do that. That was my error. Even though **** told me it's in my file to have the plates transferred. That's the first problem and the running back and forth with them via texting regarding this issue. The second part of my complaint is for silver Rock. It is the aftermarket repair company for sight unseen cars purchased. I've had multiple issues with the door. Weatherstripping the starting of the car and silver Rock has giving me excuse after excuse sent me to four different shops that they referred me to which I have emails for and all told me they do not do the work for cosmetic and mechanical or told me they don't work with silver rock because they never get paid. This making my claim months out when my first claim was done 6 days after I had the vehicle. I am out the registration. I am out the transfer of the plates. I am out *********************************************************************************************************************** Carvana I just get caught up with lies. I send them the information that they sent me cuz I kept the text feed and then they just tell me. Oh sorry I don't know who gave you that information. It's wrong. So sorry nothing we can do. I'm sick and tired of hearing from corvana there's there's nothing they can do. I'm just asking for some type of help to get this car fixed.. they did not disclose on the Carfax issues on the car as well, nor was I told there was an open recall until I got this from ****. Who

      Business Response

      Date: 07/19/2022

      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:07/18/2022

      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 am absolutely outraged. Our vehicle is still not registered after having it for 8 months, we havent been able to drive it for over a month because the temporary plate expired on June 8, and it just went to the dealership to get yet ANOTHER repair, $1650 worth this time, because it finally got warm out enough to put the ** on and we discovered the air condenser is broken. Carvana sold us a complete LEMON and this registration situation is infuriating. As far as the registration goes; When we were initially sent the registration package in November we were sent ******* papers, we live in ************. I explained this to a representative which is when they said there would have to be a repackage or something due to the state change? There should not have been a change in the first place. Our vehicle got delivered to ************, our mailing address is ************. Then, about a month or 2 ago, I get new papers to sign, but they have my maiden name on them! And they do not list a state as it was just an odometer disclosure and a POA. This has also been explained to Carvana MULTIPLE times that my last name is ********, not *******. So they send me multiple more papers, I think I signed like 4 or 5 odometer disclosures before they finally put the correct last name on it. Well last week I got an email explaining I need to prove my ******* residency! What has been going on the last 7 months during this repackage that we end up back where we started?! I am honestly in disbelief of how terrible the vehicle has been, the customer service, and this entire experience. We are expecting our first child and need a reliable vehicle that we can actually drive and not just have sit in our garage or the repair shop. I have had enough. This problem needs to be resolved NOW. I am appalled and it infuriates me that I am making payments on a vehicle that I cannot even drive due to no registration and is a total LEMON.

      Business Response

      Date: 07/19/2022

      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

      It is now the July 21st and we still have not been contacted by Carvana. 

      Business Response

      Date: 07/22/2022

      Dear BBB,
      Thank you for providing further insight into this experience. We are currently working to resolve the issue, and assure you that 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:07/18/2022

      Type:Service or Repair 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.
      The delivery of this vehicle has been rescheduled twice now. The first delivery was scheduled for 7/11/22. The day before I was notified it would have to be rescheduled. I rescheduled for 7/18/22. 3 hours before my scheduled delivery time of 12pm noon on 7/18/22 I was notified that the delivery was delayed again until 7/21/22 at 1pm. I will have missed 3 days of work, been paying insurance on this vehicle and my first loan payment is due 8/5/22 and I still do not have the vehicle in my possession. They can also not promise me that the vehicle will be delivered on 7/21/22 which is the next delivery day either. This is unacceptable. I can understand one delay but 2 delays without ensuring it will be here for the next appointment is a poor business practice.

      Business Response

      Date: 07/19/2022

      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


      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:07/17/2022

      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 boutght a car from Carvana and was given a temporary registration good until July 19 and they were paid and it says in contract they handle the registration and I will have it before the temporary expires. I still do not have it and when I called them and spoke to *** there he said it isn't done the estimated date is July 21 then mailed the next day which means I wont get it until about a week after my temporary expires. This leaves me unable to drive my car for a week and miss work which costs me money when in the contract they are breaching by not providing my registration. I am still responsible for paying for a week I can not use as a result of them not doing as stated in contract.

      Business Response

      Date: 07/18/2022

      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:07/17/2022

      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 from carvana and they never had my vehicle state inspected before bringing it to me and I was told all cars have ***************************************************************** 5 months later they call me and tell me they cant complete my registration due to my car never getting state inspected. Carvana said its nothing they can do to help me and hung up on me. Im paying a ****** monthly car note on a car I cant pass inspection on due to carvana not holding their part of the deal. Now I have a vehicle with problems that are causing me to fail inspection and ride with dead tags from September 2021.

      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: 07/29/2022

      the business contacted me and nothing was done or helped with the situation that I am in. They are very rude and do not let you explain your self, I am not happy at all with how much the experience has turned out for Me. Its not only not fair to me but very stressful. I have been pulled over 11 times this year due to my tags being expired after paying carvana for my car including registration and tags, they told me a car that will not pass inspection and didnt tell me my car needed at state inspection for 5 months! 

      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: 08/24/2022

      no one has contacted me or tried to help better my situation at this time. Carvana expects me to pay for something I have already paid for. They have no held up their end of the deal and they have not helped me at all in my situation. I asked for proof my expired state inspection and they did not provide.

      Business Response

      Date: 09/12/2022

      Dear BBB, 
      Thank you for bringing this situation to our attention. We appreciate the customers time in providing us with an update on the experience they had with us. After further review of the customers account, it appears we have resolved their complaint directly with them. We sincerely appreciate the feedback the customer has provided us and will use it to improve our process. Should the customer need further assistance, we ask that they give us a call or utilize the 24-hour chat and text feature found on our website. If the BBB has any questions regarding this process, please let us know, and we will be happy to assist.
      Thank you, 
      Carvana Team

    • Initial Complaint

      Date:07/16/2022

      Type:Sales and Advertising 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.
      Original complaint was filed under Complaint ID # ********** received a voicemail and email in regards to complaint ******** by a Senior Advocate referring himself as JT, I replied to the email with a good time to call since it was requested. Never received a follow up email or call, reached out and talked to 2 Carvana executive resolution members who did not know who I was referring to as a point of contact. Afterwards I was able to get a hold of JT (*****************************) on the 13th of July and spoke him in regards to the actual purchase as well as false advertisement of the vehicle in the description of the sale of a ************************************************************************************************ fact a 2011 **** Ranger Sport with both the paperwork vin and the vehicle vin matching. This was forwarded to JT via email response and was told that he would contact me within 48 hours to why the vehicle was listed as something which it was not. I have yet to receive any form of communication from Carvana or any resolution staff in regards to this.I am seeking to just return the vehicle as it was sold to me under false pretense (Damage that was hidden, Vehicle not as listed / described) and have communication.

      Business Response

      Date: 07/18/2022

      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:07/16/2022

      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. After receiving the car I was told I would receive license plates around a certain date in the mail. That window passed so I contacted them and after back and fourth they had finally figured out I wasnt charged for the plates so I would need to purchase them myself. I was upset because I was told they would send me them. Then because of the error on their part I was told they would send me extended temp tags and overnight a $700 check. After contacting them every week for a month, the second week I was told they could not send temp tags. Then I was told the check was approved and I could expect it in 3-5 business days. I waited two weeks and contacted again. Today 07/16 I was told that the check I thought I was being sent for inconveniences was a reimbursement for sales tax and that they cant actually do that. I am being told I will not receive a check and there is nothing I can do. There was continuous blatant lies and promises that were never upheld.

      Business Response

      Date: 07/18/2022

      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

    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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