Business Profile

Online Car Dealers

Carvana LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Car Dealers.

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.
1,826 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/23/2025
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 bought a car from Carvana. I traded in another vehicle. It has been over a month since this transaction and Carvana has not paid off my trade in. In fact, they "sent" a check to my bank, M&T, but M&T never received it. They requested Carvana issue a stop payment and send another. Carvana will no longer cooperate with ********, leaving me to make payments on a car that I no longer legally own.
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
Initial Complaint
Date:06/22/2025
Type:Delivery 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 delivered to me a vehicle that did not include a significant feature that was promised in its on-line marketing material, and then refused to return the "non-refundable" $290 delivery charge or make any other concession. I therefore refused to accept the vehicle. I understood the significance of the non-refundable deposit, but that should not be the case when the car delivered did not include the promised feature -- in this case a factory installed locking tonneau truck bed cover. The local Carvana "advocate" said the delivery charge would be refunded under these circumstances -- that turned out not to be the case.The company marketing material explained why I would love THIS car: "Equipped with a locking tonneau cover, securing cargo in the bed and protecting it from the elements." I presented the company with a screen shot of this statement and the response was that "this feature is present in some cars" "it's a possibility but not always present" and that removeable items are not guaranteed. This is a factory installed product that is not intended to be removed -- like tires, or the steering wheel! The car marketed and delivered never had this feature! Again Carvana said I would love THIS (emphasis added) car because of the locking tonneau cover.The company's own chat box provided this answer when I asked if the vehicle was equipped with the locking tonneau cover: "Yes, the 2024 ******* Santa ** **** SEL Pickup 4D 4 ft is equipped with a locking tonneau cover to secure and protect cargo in the bed." This language is direct from Carvana's own chat box! I provided the company with a screen shot of this chat box response.Ultimately, Carvana has refused to return my $290 delivery charge. This is wrong because the vehicle delivered was lacking the promised -- and significant -- feature. I am glad to provide copies of the screen shots to verify the marketing pitch! In view of the misleading marketing, I ask for the return of the $290.
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

Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23502909, 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. Refund issued.

Regards,

Harry Armstrong
Initial Complaint
Date:06/22/2025
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.
I could write a book about the dishonest and misleading practices by this company. I went through the process of buying a work truck for my company, was sent different emails along the way regarding the progress in the sales process. Finally I was sent a payment portal page with the down payment amount to process and the shipping to process. I paid them both and they were initially in a Pending state in my bank account and the following day they were in a Posted state and now officially removed from my account. I was then sent a congratulations letter and that my truck would be delivered on June 17th, 2025. The day before the delivery, after having sent all of what I understood to be the remaining necessary information (proof of insurance on vehicle), Carvana cancelled my order without immediate explanation and no immediate refund. Then they tell me they want to refund the down payment of $1,900 but not the shipping fee of $690. Now how in the world do you charge or even justify charging a shipping fee for a good (the truck) on a sale you cancelled, NOT me, but Carvana. And when I ask them what justifies charging someone something (shipping fees) for something you didnt do at all, Carvana says that I didnt cancel within the 24 hour cancellation period. Youre right I didnt! I didnt cancel at all! I was waiting for my truck to be delivered the next day. I dont believe that Carvana even has the inventory they claim. Im sure they sell cars of course, but I imagine its to cover the scam theyre running and I think they need to be investigated for this form of nothing less than theft. I hope this gets read by someone that has the ability to get some sort of investigation started. Their is no doubt in my mind that this act, regardless of policies and disclaimers is illegal. Its shameful business and blatantly dishonest.
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

Customer Answer
Date: 06/24/2025
The reason I am rejecting this response from the business is because this process (interacting with a Carvana Advocate) has already occurred twice with the result that, in my common sense opinion, was that the Advocate was simply “playing dumb” or not really listening to what I was saying. They seemed to have a cookie cutter pre-scripted response. The only remedy I will accept is for Carvana to issue me a full refund on both the down payment and shipping charges that have already been taken from my account for a truck that was never shipped to me or delivered to me and a buy that I did not cancel. Carvana canceled on me AFTER they got everything from me. Or if they would like to, they can send me my truck for the agreed original deal.
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 have worked 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 have emailed the customer confirmation of a full refund for their down payment and shipping cost and the refund is on its way to their linked account. 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: 07/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23502508, and find that this resolution would be satisfactory to me. The business has already made good on their word to this final statement and I consider this complaint resolved. I would like to thank the vendor and the BBB for helping me to resolve this situation.

Regards,

Bryan Hollis
Initial Complaint
Date:06/21/2025
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.
Car Sold in Unsafe Condition Brake ****************** Denial I am filing this complaint against Carvana for selling me a used vehicle that was delivered in an unsafe and misrepresented condition, specifically regarding the braking system. According to Carvanas own 150-point inspection, the brakes were certified as being in good condition at the time of sale. However, shortly after receiving the vehicle, I had the brakes evaluated due to performance concerns. The mechanic assigned by Carvanas warranty partner, **********, inspected the vehicle and confirmed the brakes were completely worn out and appeared as though they had never been replaced. Despite this finding, including photographic evidence from their own approved mechanic SilverRock denied my claim for brake repairs not once, but twice. This suggests either gross negligence in the original inspection or a false certification of vehicle safety. I was sold a vehicle that would not have passed any standard safety check, and I now face repair costs for something that should have been addressed prior to the sale. Carvana has failed to take responsibility for selling a car in unsafe condition, and their warranty partner has failed to honor a legitimate and urgent claim. I am requesting immediate intervention to hold Carvana accountable, ensure reimbursement for my out-of-pocket brake repair, and protect other consumers from similar negligence.
Business Response
Date: 06/24/2025
Dear BBB,
Thank you for bringing this situation to our attention. Brakes are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. However, we review concerns regarding wearable items within the first 30 days/1000 miles, whichever comes first. This customer’s brakes was within our standards, and therefore, we will not be assisting with any repairs. 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
as per the mechanic Carvana recommended us to visit , stated the breaks and roters in the car were never changed and were down to the metal . Warrantee or not ( although we brought it to their attention prior to 30 days , we have text documentation to prove it ) this is a serve neglected on Carvana’s part , selling a car with no breaks . Also their own 150 point inspection states rosters were changed , going back to the mechanics findings rosters were damaged and looks like was never changed , breaks According to 150 point inspection passed , mechanic finding there is no breaks on the car . Now it’s either neglect or falsifying record indeed Carvana is liable for selling a car with no breaks and damaged roters .
Business Response
Date: 06/25/2025
Dear BBB,

Thank you for bringing our customer's concerns to our attention. After further review of the customer’s account, the customer has passed the allotted time frame to submit a formal claim for their brake items. Since these issues were brought up outside of our allotted timeline, we will not be assisting with any repairs for wearable components. Other concerns are being assisted with and reviewed by SilverRock and we have made contact with the customer to confirm our position and next steps. 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,
The Carvana Team
Initial Complaint
Date:06/21/2025
Type:Customer Service 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 don't know how time I had to close my bank account.
Business Response
Date: 06/24/2025
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 take the customer’s feedback very seriously and will ensure it is passed to the proper department. We ask that the customer please reach out to our 24/7 chat and our team of dedicated advocates would be happy to address their concerns. 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:06/21/2025
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 paid a shipping fee for transport of a car I wanted to purchase. The refund for it is only available within 24 hours. I was waiting on a check to arrive from my lender to purchase the car and the time lapsed for Carvana to hold the car. The call center associate that I spoke to on the phone on 5/21/25 told me that I would be able to receive a refund for the shipping fee if I replaced the order and then needed to cancel within 24 hours of the new order. I replaced the order and then decided to cancel on 5/22/25. Carvana is now telling me that I will not receive a refund. No car was shipped and no services were received.
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,
Carvana Team
Initial Complaint
Date:06/20/2025
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 2013 *** ******* from Carvana and picked it up in ************, ********, since they do not deliver to my area (which is frustrating in itself).When I took the vehicle to the *** dealership in **********, they found open recalls, all fluids needing replacement, and rear brakes worn to just 3 mm all issues that should have failed Carvanas inspection.Through SilverRock (Carvanas third-party warranty service), I then took the vehicle to an in-network shop for a multipoint inspection. That shop documented significant axle damage and even battery damage.Rather than proceed with costly repairs (some of which were not covered), I decided to return the vehicle under Carvanas 7-day return policy. I scheduled the return for today (June 20), with extensions that still kept me within the return window.However, when I attempted to return the vehicle, the battery was dead an issue already noted by SilverRocks inspection. The car wont start.I asked Carvana to come to my home to jumpstart and pick up the car. Instead, they told me I must arrange and pay for roadside assistance to either replace the battery or tow the car in even though the battery issue was pre-existing when they sold me the ****** short:Carvana sold me a car with major problems (brakes, fluids, axle, battery).I am trying to return it under their own return policy.They are refusing to assist with picking up a non-working car they sold me.This is unacceptable. I expect Carvana to pick up the vehicle at my home, honor their return policy, and refund my money without forcing me to pay to repair or tow the car they improperly sold me.
Business Response
Date: 06/23/2025
Dear BBB,
Thank you for bringing this situation to our attention. We have contacted our customer and resolved the issue directly with them. If the BBB has any questions about the resolution, please let us know, and we will be happy to assist.
Thank you,
The Carvana Team

Customer Answer
Date: 06/23/2025
They did not resolve the issue directly with me. I now have to call roadside assistance and get it towed there during one of their prescribed times—a complete hassle and inconvenience that they’re shifting onto me after selling me a non-functioning car with a doctored inspection.
Business Response
Date: 06/24/2025
Dear BBB,

Thank you for providing further insight into this situation. Upon additional review of the account, our team has worked with the customer and provided a resolution. While their home is too far away for our team to go and pickup the vehicle, they have worked to have the vehicle returned to Carvana and the customer was provided with the expectations to receive their refund. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us. Should they require additional 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,
The Carvana Team
Initial Complaint
Date:06/20/2025
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.
On the 9th of May I bought a carvana and 35 days after the sparkplugs and battery and motor mounts and waterpump need to be fixed. When I took it down they said the spark plugs and battery aren't covered. The battery is six years old and low end battery and spark plugs look the same and now im fighting on it to get it covered under warranty that's it. I was 4 days late on this 30 day cut off that I can't find anywhere in my contract. I need help
Business Response
Date: 06/23/2025
Dear BBB,
Thank you for bringing this situation to our attention. Batteries are considered wearable parts and are not covered under the manufacturer's warranty, our 100-Day/4,189 mile limited warranty, or Carvana Care. However, we review concerns regarding wearable items within the first 30 days/1000 miles, whichever comes first. This customer’s battery was within our standards, and therefore, we will not be assisting with any repairs. 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:06/20/2025
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 wanted to surprise my wife with an early birthday gift and I reached out to Carvana and got a 2018 Jeep. When we got the Jeep it ran funny then the check engine light came on so we took it the the repair shop after we picked it up and drove it home the next day the check engine light came back on and we took it to another shop and got it back and went to ** for Father's day, while in another state the Jeep broke down. we got it back to ********* and took it to another repair shop. Carvana has not helped with this process and the car note is due but the Jeep is still in the shop. Need something done. a new contract, money back that was spent.
Business Response
Date: 06/23/2025
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: 06/23/2025
I have contacted Carvana since May 18th. I want a new contract. The jeep is still in the shop. I should not have to pay $100 to get the jeep back. This has effected my health. It's been a nightmare
Business Response
Date: 06/24/2025
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

Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23497914, 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,

Demetrius Belcher
Initial Complaint
Date:06/20/2025
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 tried to purchase a car with carvana. They canceled the orders every time on me before I was able to complete and had to go through the process all again. I never received a vehicle from them nor were any of my orders ever even finalized to the point of being to the point delivery for the sale. They are refusing to refund shipping fees despite this saying I didn't cancel the order in 24 hours time. But it never got to the point in sale of delivery.
Business Response
Date: 06/23/2025
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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Carvana LLC is NOT a BBB Accredited Business.