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

4,914 total complaints in the last 3 years.
1,849 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:06/24/2025
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 sold my car to carvana June 2nd. I was told I would receive 450 in a check that would be overnighted to me. The check was never sent out. I contacted them on June 12th they said it would take 4 to 7 business days. 20 days passed and still nothing. And now they don't even reply to any of my emails anymore
Business Response
Date: 06/26/2025
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: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23514746, 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,

Carlos Duran
Initial Complaint
Date:06/24/2025
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.
More than a week ago I tried to purchase a vehicle from Carvana LLC . during this time I was ask to verify my identity which I sent several documents that wasnt excepted. I also sent a picture of me next to my ID they still told me they couldnt verify who I was at that time my order was canceled. Ive been waiting more than a week for a $600 refund every time I call there giving me the run around.We did no busy what so ever but my funds were still taken. I spoke with 3 different employees and they all are telling me that my payment is still be processed which I dont understand because we came to no deal agreement please get them to release my funds right away. This little situation is destroying my life. I have no way to work and no vehicle but my money is taken
Business Response
Date: 06/25/2025
Dear BBB,
Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After further review of the customer’s account, we are working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, Carvana will begin pulling funds from the customer's listed account number. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. 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:06/24/2025
Type:Product 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.
On June 13, 2025 I had submitted an order to purchase a 2017 **** Mustang from Carvana. I submitted both the down payment and shipping fee. I understand at the shipping fee is nonrefundable under most circumstances; however, on Monday, June 16, 2025 I found out that a pre-existing loan through the lender was delinquent due to my ex-husbands failure to pay the loan which meant I was not going to be able to secure a new loan through Carvana. In working with the Carvana advocate, I explained the situation and we canceled the order and they were to submit an exception and request a refund of the shipping fee so that I could use both the down payment and shipping fee to get the prior loan current and in good standing. I have two separate text messages, from two different Carvana advocates stating that the shipping fee and down payment would be refunded and were processing. An advocate on June 16, 2025 said an exception would be requested to their treasury department to refund the shipping fee due to the extenuating circumstances. As of today, June 24, 2025 they have not processed the shipping fee refund despite me being told and having confirmation via text messages from advocates that the shipping fee would be returned as well. Im now being told that the exception is just going to be submitted today, but already have text messages from other Carvana advocates stating that they would refund both fees. I have a message from June 16th at 10:09am stating that both the shipping fee and down payment would be refunded.
Business Response
Date: 06/25/2025
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: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23511454, and find that this resolution would be satisfactory to me. They have issued a refund for the shipping fees after further review by their team. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Audra Barozzini
Initial Complaint
Date:06/24/2025
Type:Sales and Advertising 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 used vehicle from Carvana on 7/29/24 The purchase price was $17,990. I financed the vehicle through them and after negative equity, interest, and fees my total balance was $23,558. 3 days after the vehicle was delivered the brakes failed while my wife was driving. The vehicle was towed and repaired but I had to pay the tow balance. I also was in the window of swapping for a new vehicle but I had already paid $1000 no refundable delivery fee, and would need to pay that again for a new vehicle. The vehicle had another mechanical failure 3 months ago. The internals of the engine failed causing a major failure and requiring engine replacement. Luckily this is covered under warranty but I have been without a vehicle for 3 months. At this point I believe Carvana sole me a lemon. I do not trust the safety of the vehicle and I doubt the mechanical condition it was sold to me in. I still do not have the vehicle back and it has been being repaired for 3 months now.
Business Response
Date: 06/26/2025
Dear BBB,
Thank you for bringing our customer's concerns to our attention. After further review of the customer’s account, it appears our warranty provider, SilverRock, provided the customer with an email with the next steps. At this time, the repairs have all been authorized and performed per the contract of the warranty. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
Thank you,
Initial Complaint
Date:06/24/2025
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.
The money was taken out of our accounts prior to documents and proof of income being accepted. Then they told me they don't accept ********** Statments. Yet the money for the down payment was taken from the ********** account.I have no idea what dealer ship or company in general. Takes a down payment first. With out verifying the documents beforehand. Never experienced business like this in my 43 years of life. Take money first then sign on the dotted line? What is going on this world?This company is not one that I trust not at all. I want our money back before 10 to 15 days. They should have NEVER taken our money. If anything it should have been on hold. Now they are telling me it needs to be processed first. Then they can do a refund. If they just did a hold. Then we would not be going through this.
Business Response
Date: 06/25/2025
Dear BBB,
Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After further review of the customer’s account, we are working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, Carvana will begin pulling funds from the customer's listed account number. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. 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

Customer Answer
Date: 06/27/2025
I am sorry, I am not at all satisfied. And I am not corresponding with them regarding this matter.
Due to the fact that their communication is awful. The employee over the phone as well as on their chat. Have NO idea what they are doing. They don't have the appropriate policy information.
I am done with this company. It is easy and quick to take someone's money. But it is a process to give it back.
This is the most insane circumstance. A refund anywhere else is faster than 7 to 10 days, or 5 yo 7 days. Which I don't know which one is true. I was told a lot of different policies from different employees.
Carrie Domanski
Business Response
Date: 06/27/2025
Dear BBB,
Thank you for bringing this situation to our attention. We appreciate the customer's taking the time to provide us with an update on the experience they had with us. After further review of the customer’s account, we are working directly with them to resolve their concerns. Our site requires authorization to pull funds before an order is finalized. Once authorization from the customer is given, Carvana will begin pulling funds from the customer's listed account number. We are currently waiting for the payment to clear in our account. Once the payment clears we can initiate a refund which can take an additional 5-7 business days to process. 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:06/23/2025
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.
Im by no means a well off man. I have a disabled wife that wont collect from Social Security because she believes others needed more than her. I twice tried to purchase a vehicle through ******** and gave them deposits. And I found the vehicles I was purchasing had issues I wasnt aware of, so I canceled the purchase. The associate informed me that my money would be refunded within 10 to 15 days. Its been 60 days with one deposit and 120 the other theyre saying now that it was nonrefundable. This definitely has to be changed.
Business Response
Date: 06/24/2025
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. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customer’s local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason. After further review of the customer’s account, it appears the shipping process on this vehicle had started when the customer canceled the order. 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,

Customer Answer
Date: 06/25/2025
I nor have the time or the patience to fight with a corporation about there unfair ethics. I would just like to let possible future customers know to beware.
Business Response
Date: 06/27/2025
Dear BBB,

We apologize for any inconvenience caused and thank you for bringing this to our attention. We appreciate the customers' time in providing us with an update on the experience they had with us. At Carvana, we aim to ensure a smooth and transparent process for all our customers. Because we are nationwide, our vehicles are housed throughout the nation. The shipping fee is used to cover the costs of preparing, verifying, and transporting the vehicle to the customer’s local market. We are transparent about these costs during the purchase process and give each customer 24 hours to change their mind for any reason. After further review of the customer’s account, it appears the shipping process on this vehicle had started when the customer canceled the order. Due to this fact, we would not be able to issue a refund on this fee we advertised as being nonrefundable. We appreciate the opportunity to look into this matter to ensure clarity and fairness in our policies. 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:06/23/2025
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 2017 ****** Legacy from Carvana on 6/21/25. I was advised that I would need to get it inspected within 10 days. Earlier today (6/23/25 - 4pm EST) I received a FAILED state inspection at Center Exit Tire stating, tires have heavy dry-rot and cracks do not meet minimum state standards. Carvanas 150-point inspection report states that the tire condition was a pass. I have a 3.5 year old daughter (recently divorced) that I transport back and forth according to a custody schedule. I now need to take more time to schedule an appointment with an in-network shop to do diagnostics on the tires and take pictures to submit to Carvanas warranty partner *********. ********* would then review the information and deem if the tires meet or fail to meet Carvanas high-standards. I think we all know driving on heavily dry-rotted tires isnt a good idea (loss of tire integrity, reduced performance, increased risk of accidents, etc.) and Im dumbfounded as to how these tires passed Carvanas high-standard 150-point check. Putting myself and daughter at risk is unacceptable and as a first time Carvana customer, I expected better.
Business Response
Date: 06/24/2025
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:06/23/2025
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 bought a 2021 ***** 3 from Carvana on June 20th 2025 with approximately ****** miles on it. I had the vehicle inspected at a local ***** dealership the same day I picked it up from Carvana, and the dealership informed me that I needed new brake pads and rotors and that the vehicle had underbody damage which was not disclosed by carvana. While the underbody damage does not appear to impact the drivability of the car, I'm concerned that Carvana witheld this information. I'm even more concerned that the 150 point inspection report carvana provided with the vehicle indicated the brake condition was acceptable, while the dealership recommends replacement. Ultimately, this is a safety concern that puts me and other drivers at risk, and the vehicle was misrepresented regarding brake system condition.The dealer quoted me $1833 for the brake system repair (new rotors, pads, and fluid flush) and I would like Carvana to provide a direct settlement to offset these costs. I've attached the report from the dealer along with a video of the inspection: ***********************************
Business Response
Date: 06/24/2025
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:06/23/2025
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.
5-20-2025 I purchased a 2022 ********** *****. The car was delivered to me with no oil and a chipped windshield. They offered a free oil change and a window repair. The car should have never got delivered without oil. Once the car went 55 mph or more it would shake badly. Within the 7 day money back guarantee period, I told them to come get it. They did. On 5-27-2025 I got delivered a 2019 ********** Atlas. 20 minutes from my job where it was just delivered the bottom protector piece came off and I had to get a family member to come help me so I could atleast get back on the road. When I would hit the brakes the car would shake badly, I tried to get in with a in network shop. Waiting on that appointment Tire Choice called me that Wednesday saying they are closed permanently and could not do my set appointment. My only resort was ********* in ********. Which I couldnt get there until Sunday evening. Between Wednesday and Sunday my AC was blowing hot air. Fire stone had my car for 2 weeks. They still did not touch it. They told me it had a coolant leak somewhere and the rotors were warped. After bot you hung it for 2 weeks I pick up my car and took it to a ********* in ******. There they told me the water pump had a bad leak, rotors are warped, and a coolant leak. My car is still not drivable because it would likely overheat! Carvana will not do anything about this. They said it passed their *************************************************************** should have never got delivered like this. I paid ****** for a car that I cant even drive. They have done nothing but make my life harder someone who travels for work and has three kids. Its ridiculous. All these repair issues can be found with ********* warranty company.
Business Response
Date: 06/25/2025
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: 06/25/2025
The situation was not resolved. The company called me and said there was silverrock warranty on the vehicle but it’s a vehicle I can’t even drive because it will overheat. A vehicle I have to pay for that I only physically drove it for 2 weeks. The company did nothing but repeat the same thing every complaint.
Business Response
Date: 06/27/2025
Dear BBB,

Thank you for bringing this situation to our attention. We appreciate the customer's time in providing us with an update on the experience they had with us. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience lasts far past the 7-Day Money Back Guarantee, however, it seems like we missed the mark with your vehicle while completing our 150-point inspection. After further review of the customer’s account, it appears the customer’s Limited Warranty of 100-day/4,189 miles is still active. At this time, since returning is no longer an option, we ask that the customer continue to work with our warranty provider, SilverRock. The customer will need to contact SilverRock or the repair facility for any updates//concerns regarding their approved repairs. 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:06/23/2025
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 sold me a 2014 ***** sonic. I paid $2,100 down. The car had serious mechanical issues with the transmission with in the first *************************************************************** seconds and would not go over 60 MPH. I have video proof. I called Carvana and they refused to work with me even after speaking with a case manager. They said my only option would be to get a new car. The issue with that is they have very little cars in stock and refused to help with any shipping fees to get a car with in the same price range. So I got a car that was about $50 more per month. I got a blue 2017 ***** sonic (because of lack of options) and the check engin light came on minutes after I Puller off the lot. The codes were for Cam ***** and Catalytic converter. Major issues. I took it to the in network repair facility that the extended warranty ********** advised and they wouldn't touch the car. They referred me to a ***** dealer. ********** advised they will cover the dealership and treat as in network. They have advised that there is slug in the engine and the whole engine needs to be replaced. SilerRock has not confirmed that this is something they will cover. I am now reaching out to Carvana to see if there is anything they will do to rectify this situation
Business Response
Date: 06/24/2025
Dear BBB,

Thank you for bringing this situation to our attention. We have contacted our customer and are working directly with them regarding their 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

Customer Answer
Date: 06/24/2025
There has been no one to contact me from Carvana Austin directly. The customer service I have received from Carvana’s customer line has been the worst customer service I have ever received. Initially spoke to Drew who refused to open a case with the executive resolution team and only opened a case after I asked him to email me in writing that he is refusing to open a case for me. I then spoke to Hiram who lacked empathy and was very rude to me. Hiram told me someone would pick the car up from Rush Chevrolet in Elgin and I needed to be at Carvana Austin at 8PM to sign it over. After following up with the executive resolution team I confirmed that that was a lie. Spoke to Lindsey who treated me very poorly! I had to ask to be transferred to someone else. I was transferred to James who claimed to be my case manager said that he will facilitate the pick up of the car and email me over the documentation to sign the car over, so that I can get my refund of $2,090 asap, and said he would call me back in an hour and a half. I called the executive resolution team 4 hours later and they confirmed that he too had lied and nothing was in place. Worst experience of my life. I have spend close to $2,500 and have no resolution or no sign of a refund.
Business Response
Date: 06/25/2025
Dear BBB,
Thank you for bringing this matter to our attention. We are actively working to address the issue, and one of our advocates is communicating with the customer. We request that the customer liaise with their designated case manager should further clarification be required. Should the Better Business Bureau have any inquiries during this process, please do not hesitate to contact us, and we will gladly assist.
Thank you,
The Carvana Team

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Carvana LLC is NOT a BBB Accredited Business.