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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

    • 4,925 total complaints in the last 3 years.
    • 1,852 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:07/13/2022

      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.
      I purchased a vehicle from Carvana out of the ************, ******* location and picked up the vehicle on 5/21/22. I was issued a dealer tag and signed all paperwork in the facility including power of attorney to facilitate getting my Georgia registration and tag. On 6/9/22 I contacted Carvana to request a status update regarding my vehicle registration due to my temporary dealership tag running out. I was told first that they would send me an second tag with a new date. On 6/14/22 I was told that due to state restrictions they could not issue me another tag. I screen shot the previous conversation regarding being informed I would be receiving a new tag and all of a sudden the story change and they agreed to mail me a second dealer tag. They told me the hold up was due to needing a new limited power of attorney signed. They provided the paperwork in the mail and I returned it immediately on 6/20/22. I contacted Carvana again due to repeated phone calls from them stating I am in Jeopardy due to my tag running out. I was told by ******* the paper work was received and to check back on 6/22/22 as my status should be updated. ON 6/23 I was informed my paperwork was received and in review. On July 5th I contacted them again informing them of my need for a status update being as though my second dealer tag was due to run out and it is going on almost 2 months without having my tag. I have received the run around with no answers or responses other than they have received my paper work. I have spoken to numerous people with the same response on different days and my request to speak to a manager being denied. All I have been told is they can not provide me with any update, nor an additional tag and can compensate me with $50 dollars. I informed them that was unacceptable that I am making a car payment for a vehicle I am unable to drive due to their non-compliance with the contract. My state tag office is unable to assist due to the vehicle being purchased out of state.

      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 if indeed Carvana does actually contact me within 48 hours, as I have mentioned in my complaint that they do not follow up as implied.  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:Product 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.
      August 2020 I purchased a car from Carvana Included in that purchase was cost of registering the vehicle in **, to date this has not been done. Initially they would email me paper dealer plates approximately a year ago this has stopped.They can longer send me paper plates because they said i maxed out with the dmv to no fault of my own. I have been calling and requesting for them to register the vehicle and have constantly been getting a run around. They said that they would be Fed Ex me the title so that I could go to DMV and register the car this too has not been done. I called requesting for them to send me the tracking number they said they cannot give me the tracking information. They said it would be five-12 Business days that I would receive the title via Fed Ex and now that it is two days beyond the maximum days they told me they said it is now out of their hands and the responsibility of CT DMV. At this Point due to them not fulfilling their end of the contract I am willing to return the car, if not I would like for them to send me the title so that I can register the car ASAP with the refund of the funds I have already submitted for the registration of the vehicle.

      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:
      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 sold car to Carvana. They came to pick up the car on 7/1/2022 and issued me a hard check. I tried to deposit the check via mobile and it bounced days later- holiday weekend- saying Carvana did not authorize the funds. I called them, they said take it to a teller inside the bank. I did on 7/8/2022. It bounced again, Carvana did not release funds and I was CHARGED BOUNCED CHECK FEES and overdraft. I called them, spoke to 3 different managers and was on the phone for 3 hours,and the best they can do is a issue another check that will take 3 business days to process and two days after to get to me. That is 3 weeks that Carvana will have had Possession of my vehicle and i will have not received payment into my account. They have not upheld their part of the purchase agreement and refused to do anything besides issue a new check that *** have the same issue. I should not have to wait WEEKS to get paid by carvana. They told us they could not change the method of payment to direct deposit( an option on their website) and refused to help in anyway that gets us paid quickly. Their own mission statement is that they are fun fast and fair. Well they have put me in debt of $4,918 FOR WEEKS. that is not fun, fast, or fair. It is out right theft especially if they have already sold the car and collected payment from it without even truly paying the owner (us) first. This is fraudlent activity.

      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:
      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 6/11 took my vehicle as a trade in, i had a blank check from navy federal. i spoke to navy federal and carvana both prior to delivery and everyone was aware that navy would pay 44$k. i started receiving collections for ******* and several threats to pick up the car they just gave me. i contacted navy federal who has stated ***** in finance called both on the 23rd and 29th of june the first time they rejected the amount, Navy spoke with me and ask me to deliver a new draft to carvana and carvana was to submit for the $44000. ***** called back and failed to get a pin and approve for $44k. ******************** only requested $36k and received approval for that amount. i am a airman in the airforce and this will affect my career. they are threatening me for cash of ******* and this was not the deal or the agreement. ***** HAS MADE A MISTAKE THE SECOND TIME CALLING NAVY FEDERAL ON THE 29TH, WE CAN SUBPONEA THE CALLS AS THEY ARE RECORDED. I am being faulted for ******* error as per Navy Federal. they had no opportunity to pay the full amount and since carvana accepted what they asked for the loan is considered paid and closed. they are threatning me to pick up the car or pay cash ******* that i do not have. i do not know what to do, i will speak to a MILITARY ATTORNEY AND ATTEMPT TO *** BECAUSE NOW I WILL BE OUT OF A CAR BECAUSE I DO NOT HAVE A RANDOM ******* THE DEAL SHOWS THAT CARVANA WAS SUPPOSED TO REQUEST THE FULL AMOUNT FROM NAVY FEDERAL AND DID NOT DO THIS ***** CALLED BOTH TIMES. THIS WILL STOP ME FROM BEING PROMOTED AS WELL. I HAVE NEVER HAD FINANCIAL ISSUES UNTIL DEALING WITH CARVANA.

      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:Customer Service 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 - a 2013 **** Focus - from Carvana, on ********. Today, ********, the car doesn't run at all. I took it for powertrain warranty repair and was told that there is a six month waiting list due to the high demand for the defective transmission. I have nothing at all to drive during that six month wait. I asked Carvana for a loaner or a replacement vehicle or a return of my trade-in and they said no. They also said that I only have 4 days left to open a claim, but they won't open the claim until after the waiting list period of six months.

      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:07/12/2022

      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.
      I purchased a vehicle (2019 Checy Suburban) on June 9, 2022... Actually purchased it about 2 weeks earlier but that was when it was delivered. I still do not have a registered car. They continually tell me the paperwork has been submitted to the *** but it has not. I.would like the vehicle I bought over 2 months ago registered.

      Business Response

      Date: 07/13/2022

      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: 07/13/2022



      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:07/12/2022

      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 car through Carvana on March 1st 2022. While observing the vehicle the sales rep and I noticed the stereo did not work in the car. I also asked the sales rep about issues and the car sitting for 5 years. My car had a little over ****** miles on it. *** sales rep assured me that Carvana has completed their 5 point inspections. *** sales rep assured me that Carvana would cover the cost of fixing my stereo and any other failures with this vehicle. I purchased the extended warranty through Silverrock so I knew I would have coverage in case something did go wrong. In May I had the vehicle back in the shop as the vehicle began vibrating almost 3 hours away from my home. *** mechanic stated he was not able to diagnose it properly as it was not hesitating or shaking when I took it in. He did state the latch on the hood was rusted so they oiled it and made sure the hood was tightly sealed. I drive a lot for my job as my vehicle is a huge asset to my work. I am a child welfare specialist so I have to be able to conduct my home visits. In July my car again broke down in ******, ******** about 3 hours again away from my home. *** vehicle began shaking again and hesitating as if it was not getting gas. *** check engine light began to blink on and off and then it quit. I got the vehicle down the road by the repair shop and the vehicle again began hesitating worse and vibrating worse. *** check engine light then illuminated and was no long blinking off and on it was just permanently on. I was able to leave it at the shop and I received a call from the mechanic. *** mechanic stated as of right now all he was able to do is change the spark plugs and complete a fuel induction and hope that fixes it. But he would have to tear the engine apart to properly diagnose. And neither the warranty company or Carvana want to cover this repair as they say it is normal wear and tear but I have only driven this car ****** miles. *** wear and tear is not due to me. Please help me!!!!

      Business Response

      Date: 07/13/2022

      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

      Thank you for relaying and helping as Carvana responded and stated someone would reach out within ************************************ a shop and Carvana never reached out to me to make a resolution to my complaint. They have not attempted to help me in any way with this matter. Every time I call they keep pushing me aside stating they will forward it to their top management and have someone reach out but no one ever responded. Please BBB help me in making this company stop treating their clients as if they do not matter and the issues that we are having with their vehicles do not matter. I am not the only one that has incurred several severe problems in my engine and vehicle within a 3 month period of purchasing a vehicle from this company. 

      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: 08/10/2022

      This was Carvanas exact same response last time BBB reached out for me and they stated someone would get back to me within 24hours and not one person contacted me. My car was in the shop sitting for almost 3 weeks and Carvana still did not cover the repairs. They held it off until I was completely out of my 100 day warranty and then stated they couldnt cover these costs. And this vehicle because it sat for so many years and Carvana did not keep up with the upkeep is still not running right and may have to go back in and have the motor completely torn down. Carvana of ******** has several several law suits against them already due to matters like this as well as others. And someone need to take care of this before more individuals loose out on money and their vehicle. 

    • Initial Complaint

      Date:07/12/2022

      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 no title. I am making payments on a car I cant drive. I even asked specifically about the title to the car. I have the text. They are horrible scammers. Their silverock company is a joke. They wont put the right parts on my car because they are to expensive. So the issue is repeating itself. I purchased a ******** convertible. The top is torn and broke and they just keep me on a rope to fix it. A nightmare. I am looking g for. Delayed buyback. I want a refund. They have not held up their end of the contact. So many more details just giving you the gist. *****

      Business Response

      Date: 07/13/2022

      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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