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

4,922 total complaints in the last 3 years.
1,853 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:07/14/2022
Type:Order 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.
Carvana is attempting to get me to use ********************* or risk not being able to buy the car I bought from them. They are claiming that SC government has some sort of law requiring temporary insurance cards to show either the full policy duration or that the temp card expires 45 days after the date listed, not 30. The only exception to this as noted by one of their advocates is *********************, which is marketed as the default insurance option on their website.I have given them every piece of info from my insurance company regarding the policy change and showing the full policy dates of coverage but they claim it MUST be on a temporary card, nothing else will work.
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: 07/19/2022

Better Business Bureau:

I don't care at this point, I don't see that any meaningful action will be taken other than to waste more of my time. This is meant more of as a warning to other possible customers of the shady business practices they are using, and how badly they have mangled their handling of car selling, along with either misinformed advocates or lying advocates.
Regards,

*****************************
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 was in the process of purchasing a vehicle from Carvana. The APr that I was quoted and the APR was listed on my contract was different. Instead of correcting the problem while I was on location and having me resign the contract, I was told that I would have to wait ***** hours before I could sign a new contract. With this being an organization that handles virtual purchases, I asked to speak to management because why couldn't it be updated immediately. Their services have inconvenienced me. When the in-house rep called a manager, he stated to "not put me on the phone" and direct me to call customer service. What kind of organization are they operating - EVERYONE has learned to work virtually and I'm confused as to WHY I can't receive an updated contract electronically within 15 minutes instead of 24 to 48 hours
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.
Carvana failed to reach out after 48 hours after a previous claim that was considered resolved if they would call they did not I find that they clearly do not care how they impact people's lives after my experience with them they failed to provide me with tags for my car (make & model provided in supporting documents) they first said about 1 week then 30 days now I have to submit a complaint to my state attorney General to get temporary tags I feel at this point they need to buy the vehicle back from me at the original purchase price so I can move on with my life
Business Response
Date: 07/15/2022
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:07/14/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought my car in October 2018 and purchased a 60 month warranty. At the time I was **************** and lived in ********. They issued me temporary plates and stated theyll be sending me permanent plates in the mail but it was delayed due to COVID. I never received the plates, and I got a check in the mail for the taxes and registration that I paid when I bought it to self register. I never received the registration packet. Since it was purchased out of TN, I was not required to pay state taxes since I was in the military. That does not apply anymore since I was discharged, but it did when I bought it. Ive spoke to multiple representatives since then, because as of now, I still have not received registration and I moved to ******** since I retired from the military. Carvana accept responsibility for dropping the ball on not sending me my registration packet and I was told they would complete a rebuild of my contract and have it changed to ********, but I would have to pay back the check for the taxes. I paid it back after they threatened repossession and they assured me the contract would be complete once that was done, which was 2 weeks ago. As of today, they still have not completed my rebuild even though Ive signed multiple contracts since then that keep getting deleted. Every representative I speak to tells me something different its not completed, its complete just submit your insurance and Ive still yet to get a solid answer from anyone on when I am finally going to receive registration on my car I bought 10 months ago. Ive had to pay out of pocket for other means of transportation due to this, since this was my only car. The car has lost value, Ive been paying on it despite not being able to drive it, and Ive lost 10 months worth of a warranty I havent been able to use. I just want my plates and some sort of refund for this madness.
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 purchased a car from Carvana on Dec 2nd, 2019. I financed ****** with ********************************************************************************************************** that I could refinance after 24 payments made. I contacted bridgecrest today. They informed me that I have paid 31 payments of 345 but my payoff is ********* as of July 14th 2022. Bridgecrest informed me that they are not the lienholder & have no control over the loan via customer support chat. They also said I had a rate over 27 percent. I asked how that could be when the *** is ************************************ They said to contact caravana. When I contactet Carvana; they informed me to contact brishevrest since they have no control over the loan. I have been stuck in limbo, and feel that I am a victim of predatory lending schemes.
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 initially purchased a car from Caravana which was delivered on 4/9/22. That vehicle had engine failure within the 7 day return guarantee and I opted to get another vehicle. On 4/16/22, the second vehicle was delivered. I have yet to receive my vehicle registration or tags. I am given endless excuses about it being the fault of the vendor. On 7/13/22, I called to inform Carvana that my temporary tags are due to expire on 7/14/22. I was offered $250 (to be overnighted) to use for Uber or other services until the tags arrive, however, they can not tell me when those tags will arrive. Uber for my husband to get to work one way will be $100, so that $250 will be likened to having $2.00.
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: 08/04/2022
As of today, 1 August 2022, I have yet to receive my registration or vehicle tags from Carvana. I am still receiving the run around from their unprofessional and full of excuses phone representatives posing as managers. I spoke with someone by the name of ****** *************) at Carvana who told me that Carvana would pay my monthly payments until the tags were received. I was told this on last week (I have the recorded message). Today, he has reneged on that offer. He then proceeds to tell me that I can back out of the deal. I asked for him to send me that in writing, but he refused to do that as well.

There is something very unusual about this vehicle and the registration process. I know there are many other customers dealing with the same issues. I am promised or told something differently every week.

*************************
Business Response
Date: 08/05/2022
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
Initial Complaint
Date:07/14/2022
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.
7/14/2022 - Called the customer service number to inquire about a ****** check that was suppose to be mailed to me for the delay of a car purchase. The representative on the phone "LEXUS" was extremely rude and refused to transfer my call to a manager or a member of the accounting team, who made the determination that I would not receive the check as promised on 6/2/2022. This interaction was the worse one I have had with Carvana and she was not helpful at all. The call was made at approx. 10:20am EST on 7/14/2022. This was the second car that I have purchased with Carvana and will be the last, due to this interaction. The reason for the ****** check was because I purchased a car around February of 2022 which was located in ****, while I am in ************. After having the delivery reschedule for nearly 3 months, a previous customer advocate offered me ****** in addition to the ****** for the previous delays. So this person around 5/1/2022 assisted me in finding a local car to purchase at a higher price but assured delivery promptly without delays.
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: 07/17/2022
I have waited for 48 hours and answered all phone calls made to my contact information. No one from Carvana has reached out to me or have left a voicemail. I believe that the 48 hour call was nothing more than a delaying tactic and Carvana has no desire to make this right.
Business Response
Date: 07/18/2022
Dear BBB,
Thank you for providing further insight into this experience. We are currently working to resolve the issue, and one of our Advocates will contact our customer. If additional answers are needed, we ask that our customer communicates with their case manager. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team

Customer Answer
Date: 08/12/2022

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:07/13/2022
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 was moving from ********** to ***** in June 2022, and scheduled to sell my ****** Corolla to Carvana (pickup) on June 29th. This was originally submitted, and agreed to on June 12th, 19 days before pickup. 30 minutes before my scheduled time, the driver called me and refused to pickup my car because she was not prepared to pick the car up at the particular address due to "********** being busy this time of day".Despite me asking to move the location and being willing to drive my car to Carvana, meet any other place, etc, they refused and said I would be "rescheduled for tomorrow"- the day I was leaving. I called the help center which was based NOT in **********, and couldn't do any scheduling. They refused to connect me to the ********** office, and could not reschedule me at all as "my window to sell the car had closed". This was incredibly disruptive to my move, as I had been scheduled to leave on June 29th, but had to spend the night at a hotel to try and contact Carvana's office the next day to hopefully schedule a pickup of my car on June 30, which ended up not happening because they were "too busy" that day.
Business Response
Date: 07/14/2022
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:07/13/2022
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 a vehicle through Carvana around the last week of April 2022. After multiple delays on the delivery I finally received the vehicle May 19 2022. As soon as May 21 2022 the vehicle experienced a mechanical issue and was unable to be driven. I contacted Carvana and was advised you have 7 days to try it out or return it. Tomorrow July 14 2022, I will be able to pick the vehicle up from the shop for repairs. Not sure how this issue could have been missed with their 150 point inspection. My temp tags expired June 18 2022 and I'm being advised it can take up to 45 days for my registration to be processed so yea now tags are bad. "Carvana, we'll drive you happy" is kinna misleading to say the least.
Business Response
Date: 07/14/2022
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: 07/14/2022

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:07/13/2022
Type:Sales and Advertising 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 a car from Carvana in March 2022. It is now mid July and I have not received either the registration or title documents. Attempts to ascertain current status on the process elicit only "we appreciate your contintued patience." I have no patience left. This is unacceptable.
Business Response
Date: 07/14/2022
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: 07/14/2022
I placed a call with an Advocate yesterday afternoon. She determined, after speaking with her Registration Team, that an administrative error had delayed the process because it failed to record that I had paid for the car in full in cash. When I asked how long it would take for the registration process to finish now that the administrative error had been resolved, she could not answer and said that the Registration Team could not provide an estimated timeline either.

Given the above, yet another phone call with an Advocate will not be acceptable. The ONLY acceptable resolution to this complaint would be a full and expedited completion of the registration and title process not later than August 3, which is the expiration date of the temporary registration.

Business Response
Date: 07/15/2022
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: 08/10/2022

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.
The company has -- finally -- carried out its obligations fully and satisfactorily -- no doubt thanks to BBB's intervention, for which I thank you greatly.

Regards,

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

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Carvana LLC is NOT a BBB Accredited Business.