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 LLC

  1930 W Rio Salado Pkwy Tempe, AZ 85281-2207

• 

  Carvana

  10939 Katy Fwy Houston, TX 77079-2203

• 

  Carvana Kansas City

  1700 W 29th St Kansas City, MO 64108-3606

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:07/16/2022

  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.

  This has been an ongoing concern. My *** is back on along with numerous other warning lights. I had sought out the assistance from the BBB in the past, however the concern was left unresolved. I had requested for Carvana to assist with the repairs of my vehicle. They had provided $500.00 for the inconveniences I experienced so soon into ownership of my vehicle however they have yet to address the repairs. I was just barely outside of the SilverRock warranty, when my *** come on for the 4th time. The *** was on at the time of delivery & the *** concern was present prior to the sale of the vehicle. This was a preexisting concern with the vehicle that Carvana was aware of & still sold the vehicle to me. I will be involving all consumer assistance resources available. Carvana's logo is "Drive you Happy" but it should be "Drive you Mad" because they want to sell you a vehicle with a preexisiting problem. I love my little Jeep but it has had continuous problems with *** & parking brake. Given that this vehicle is a manual vehicle, concerns with the parking brake would be considered safety related. Carvana sold me an unsafe vehicle.

  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:07/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car that was delivered on 5/28 with temp tags that expired on 6/15 from **. After repeated called that the tags were going to expire, with Carvana stating that they were handling it and it should be resolved, with my permanent PA tags coming within a week. I found a contact to renew my ** temp tags until 7/15. On July 10th, I began to call Carvana again to check on the status of my tags, and was told, "they were submitted and again should have them in a week." Days passed with multiple calls and no returned messages. Temp tags have expired. I contact Carvana, and they say there is nothing they can do and the tags hopefully will be ready by 7/26. They provided $250 dollars to, as they say, "get a rental for 11 days, or just use UBER for your transportation needs'" Carvana has been terrible, has lied, and now is not completing their end of our contract of sale. I have money tied ** in a car that cannot be legally driven, and I have no recourse to get this registered in my state. No one should have to deal with this. I have asked them to take the car back and they refuse, but may reconsider if they have not been able to register the car within 4 months of purchase. I want a full refund for the car and payments made.

  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:07/15/2022

  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 a recent Carvana customer in the process of trying to buy a car. The company pitched the idea of having a car delivered entirely by shopping online. The catch is that you as the customer are required to do all of the leg work with the banks. When you start the buying process with Carvana they put a time limit on your actions so that if you dont meet the deadline they can offer the vehicle for sale to another buyer. The problem I am experiencing is after jumping through hoops with a deadline hanging over my head, I finally complete all of the required steps, and no sooner than I complete the requested tasks the companies transport hauler breaks down. They are under no obligation to deliver your purchase within a reasonable amount of time, and that is solely the customers burden to bear. When you contact the customer service team they agree with you in your frustrations, and spend 30 mins on the phone apologizing that they cant offer any kind of guarantee on delivery time, compensation, or anything really. The customer service agent I spoke with today also agreed its silly that they literally have no tools available to them to help resolve issues. This poor man had to listen to my frustrations for 30 mins, knowing the whole time that there is nothing he can do. I asked for a supervisor, and he told me the supervisor team also has zero empowerment either. At no fault of my own, I have continued to be given the run around, no extra effort is being made to resolve my concerns, no guarantee has been made or met, and all of this comes after they rush you to complete the tasks they give you within a set amount time. If the customer has a deadline, so should the business. Working with the company when there isnt a problem is fine, but if you encounter a problem working with them the only answer is them saying basically oh well. This isnt a depatment store selling T-shirts for $20, this is a business selling items well into the thousands. Do better.

  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:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from them in May 2021, but it's now mid July 2022 and I still have no plates. Every 3 months or so when my temporary tags expire, I have to park my car to avoid getting a ticket while I wait for Carvana to send me a new "temporary operating plate". When I call or chat on line with reps, though they are nice - that never actually can resolve my issue. I've even had a couple advise me to take advantage of some ride sharing apps as they will not cover the cost of me renting a car. I've been on the phone with them again for over an hour (as I complete this form) waiting to hear what the next excuse is going to be. In the meantime I've not been able to drive my car legally since June 7, 2022 as that is when my last "temporary operating plate" expired.

  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:07/15/2022

  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.

  Purchasing a vehicle through Carvana has been a very stressful ordeal. I have been haggled by there Underwriter ******** in reference to support documents. Every time I submit a document. That couldnt be used or needed something else. Causing all documentation to be submitted at 9:06pm. 6mins after the deadline which cause a pushback in delivery date from 7/12 to 7/13. Spoke to a rep on 7/9 delivery has been pushed back again from 7/13 to 7/18@ 9:30 that I should receive a call from a representative as to why and see if I could still have the 7/13 date. No call. Called on 7/11. Spoke to ********* from corporate there was nothing she could do. The vehicle was having logistical issues as for delivery. Called right back. ****** told me earliest delivery was for7/20. Called back again talked to *********, stated vehicle was still scheduled to be delivered on 7/18@ 9:30a. Insurance me there wouldnt be anymore delivery issues and things are as planned. Im a new employee at my job. I drive for public transportation and took off for all these days. I incur points every time I take off. 2points each day. Other than Dr. ********* Cant recorder shifts after its given away. On today 7/15. I received another call stating my car delivery was pushed back again to 7/20. Due to the same logistics issues, but has traveled from ******* to Virginia. This purchase issue has been truly a hassle. My credit doesnt allow for me to go a dealership. This vehicle is going to be my way back and forth to work. Im already incurring $40-$75 uber/Lyft fees on a daily basis to work. Im just getting the run around. Also Ive already purchased an insurance policy and put my down payment of $399.00 on July 11th because proof of insurance was needed before the July 13th delivery date. They offer a hassle free/service with a smile guarantee and Im not at all happy.

  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:07/15/2022

  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 in full, paid cash April 18, 2022. As of today, temporary tags have expired, so an email was sent telling me to fill out form & take to local dmv to get additional temp tag. Shelby ******* clerks office will not issue 4th set (only downtown office issues temp ***** *** would need tracking number since Carvana is saying they have sent paperwork to ********** No registration, title or tag has still been issued. Paid for transfer of tags, even though our state has new tags, so another cost Carvana ripped me off. Was delivered 2 days later than requested & no **** of Sale provided. When asked, I was told it would be mailed to me. Have spent 6 hrs on phone w Carvana since yesterday to be no better off & a car that cant be driven. I have spent my personal time & driven to various dmvs to get what Carvana should have provided mths ago. No wonder states have suspended their license from selling & they are in several class action law suits. Horrible business!!! NEVER BUY FROM CARVANA.

  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:07/15/2022

  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 car from Carvana in December 2021 and have not received my registration paperwork. I have contacted Carvana several times and was told to contact y local ***. Which is not local because I moved. Carvana had the updated address and send the paperwork to the incorrect address. I have contacted the *** and they do not have the registration for me. I need to get this resolved as I have been unable to register my car. This has been going on for over seven months now. I need to get the registration ASAP

  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:07/14/2022

  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 my car on April 9, 2022 and it is now July 14, 2022. I have not recieved my tag or registration. When I call I keep getting it's being worked on. No answers on why it is taking so long. They keep saying its been rejected but no reason why. I call almost daily and cannot get any updates. No one can tell me why this is taking over 3 months. My temporary tag has expired once and they emailed a new one. I have been pulled over twice and towed once for not having a proper registration. I work out of state and have to drive my car across state lines. I am dealing with police in many different states and have to explain why my car doesn't have a tag. I had to beg to get my own car out to the tow yard because it does not have a proper registration. The tow yard wouldn't believe I was the owner. I drive around with printed copies of the **** of sale as well as every email from Carvan about the registration, which has all been lies. I received emails saying it was completed then emails that said it was ready and no of them are true. I am afraid to drive a car I am paying for because a company has failed to do their job. In GA you have 30 days to register a new car it's been over 100.

  Business Response

  Date: 07/15/2022

  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: 07/22/2022

  I have been assigned a case manager, ******. Who is very nice but has no information on why I still do not have a tag nor registration. He does not follow up on phone calls. My registration was rejected by my DMV again this week due to incorrect filling of paperwork. My temporary plate expires next week making my car illegal to drive and no one can seem to give me answers on why this is taking so long or when they will have it fixed. I found out more information by calling my DMV myself and Carvana was of no help at all. 

  Business Response

  Date: 07/25/2022

  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
  
  

• Initial Complaint

  Date:07/14/2022

  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 May of 2021, I purchased a Vehicle from Carvana. When the vehicle was delivered it had some dents and scratches which were not present in the pictures. Also, there were several safety issues, heavy scratches on the headlines, the entertainment system was not operational, windshield damage, and it was evident the vehicle had been strapped for transport from Georgia and the paint was damaged. Airbag sensors were on and the break abs sensor light was on. We were told to take the vehicle to an authorized repair shop which is almost two hours away, the shop quoted $9000.00 to repair the vehicle and damage and address the safety matters. Carvana refused to repair all the damage, when I called the repair facility to drop off the vehicle in three locations I was told they were waiting for approval from Carvana. What Carvana did is they waited until a day after the policy expired to call and say if was not eligible any longer.We don't drive the vehicle much, we asked Carvana to pay for the vehicle repairs on several occasions. After talking to a Carvana rep, which by the way, the car is still not registered, nor do I have a title, I was told to take it to the dealer and to have them call the insurance company which would not pay for the repairs and ended up costing me 250 dollars for the service call.I am a DoD contractor, and in June I got really sick with Covid-19, since I only get paid when I work, I contacted bridgecrest Carvana and told them of my situation and to defer two payments to the end while I get back to work and recover. The agent told me that, the extension could only happen after the due day, even though I had called two weeks before the due day and made a partial payment, he lied, today talking to a manager, he said that the only way to differ the payment is if I was current. So knowing the situation a Carvana Bridgcrest agent knowingly told me to do something which he knew would default the loan. Another example of the dishonesty.

  Business Response

  Date: 07/15/2022

  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:07/14/2022

  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 have a 2014 Equinox that I purchase through carvana. It has not been driveable for two weeks now. Had it checked out at *********** and was told the cam shaft position sensor was bad. Had it replaced and was told that it appears there is metal shavings around the old sensor. I contacted Carvana and all they could tell me is that this will be an out of pocket repair. If there is metal shavings in the engine, the vehicle is not worth the price they sold it for and this is something that should have been noticed when they had it checked out. Now I am stuck paying for a car that I cannot drive and they are refusing to help in any way.

  Business Response

  Date: 07/15/2022

  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