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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

    • 4,909 total complaints in the last 3 years.
    • 1,828 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:06/17/2025

      Type:Order 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.
      Biggest complaint: this company never email, text, mail, or phone. No communication whatsoever. No communication like "hey Mr ****** we noticed you are behind, is there anything we can do. ************ your vehicle is in jeopardy of being repo you need to make a payment or please call to explore your options" NOTHING this business repo the car on June 8th, about 34 miles from my home They need to work something out and return the car. For example: put one of the past due payment on the backend or something similar I want an apology of not receiving any communication

      Business Response

      Date: 06/18/2025

      Dear BBB,
      Thank you for bringing this situation to our attention. After further review of the account, we encourage the client to reach out to *********** our finance partner.  They can be contacted directly at ************. We understand that the customer may have further questions, and we encourage them to continue working with us. If they need additional assistance, we ask that they give us a call or use the 24-hour chat and text feature 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:06/17/2025

      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.
      On May 12, 2025 I purchased a 2020 INFINITI QX60 from Carvana. It arrived making a knocking metallic sound at 45 mph and up. It had four badly dry rotted tires and warped front brake rotors so I replaced those and hoped it would help. The noise persisted so i sent it to a local ********* repair shop. This is a preferred repair shop under the Carvana 100-day warranty. The problem was found to be two front upper control arms and two front sway bar end links. These are items that are covered under the warranty, from a company named **********. SilverRock required that my car stay at ********* for four days June 9-13, 2025, while they were reviewing the claim. ********** then denied coverage for three out of the four parts. They agreed to cover one front upper control arm. The other parts they said had not failed yet. The general manager at ********* reports that he spoke with SilverRock adjusters at least four times attempting to get all four parts covered but they refused. The shop replaced the one part and I picked it up on Friday June 13. The noise has been decreased to some degree but it continues. Today June 18, 2025, I contacted Carvana and spoke with various entities for over an hour. Their stance is that ********** makes decisions about coverage and Carvana doesnt get involved. I would like to get the remaining three parts replaced by Carvana. The drivers side control arm and left and right sway bar end links. These parts are related to the safety of the vehicle and vital parts of its suspension system. Carvanas 100-day warranty covers the vehicle suspension. Replacing one part helped the problem somewhat but not completely. Thank you

      Business Response

      Date: 06/18/2025

      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:06/17/2025

      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.
      Tried purchasing a car on June 16 in the morning submitted all paperwork they required. They contacted me in the afternoon requesting more paperwork submitted that claimedI needed to put more money down. I got a cosigner submitted their paperwork. They accepted that that said she needs to put money down And she put money down and then they requested six of my bank statements +2 of my most recent tax returns on top of everything we had did so in total they required $$10,890 as the first down payment then they requested another $9000 on top of that and then they requested an additional six bank statements on top ofthe three I had given them +2 tax returns.

      Business Response

      Date: 06/18/2025

      Dear BBB,
      Thank you for bringing this to our attention. We appreciate the customers time and effort in submitting the required documents throughout the process.  While we aim to make the financing and vehicle purchase process as smooth as possible, final terms including down payment amounts and document requests are determined by our financing partners based on credit and income verification. 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:06/17/2025

      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.
      On October 5, 2024 I purchased a 2016 **** 500X from Carvana. I didn't know there were any issues with the car until about a week after I bought it people started commenting how loud it was and that it smelled like exhaust. I registered the car on March 7, 2025 and was told I had 30 days to get it inspected, so I took it to ******* ************* in ******** on March 12, 2025. They told me that it failed inspection due to a serious exhaust leak. I took the vehicle home and started looking around to get it fixed. In the mean time I received an open recall notice and called to get that repaired. The recall was on the catalytic converter. I called immediately to get the car fixed and the soonest they could get me in was April 29, 2025. I picked the car up on April 30, 2025 and before the sales representative gave me my vehicle back, they told me during the repair they broke the flex pipe but I was responsible for the cost of the repair because that happens with normal wear and tear. They provided me with an estimate and breakdown of the costs: $605 for parts, $190.88 in labor, $43.50 in shop fees, and $45.40 in taxes, totalling $884.78. They expected me to leave my car there and pay for the expenses out of pocket. I called ***********, the warranty company, and they said that this damage is not covered under my warranty and I am indeed responsible for the repair out of pocket. In the last four weeks, my vehicle has had the registration suspended for the inability to inspect the car, three warning lights are on, and four warning messages including : Service Airbag System, Service Engine, Service TPS, and Drive Mode Unavailable. I can't drive it, and it isn't safe and Carvana claims they aren't responsible for checking for or repairing these kind of things when they sell a car

      Business Response

      Date: 06/18/2025

      Dear BBB,
      Thank you for providing further insight into this situation. Upon additional review of the account, it appears that our warranty provider, **********, determined the claim was denied due to the parts which are determined to not be covered under the warranty. We understand the customer may have further questions regarding their concerns and encourage them to continue working with us.  Should they require 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:06/17/2025

      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 am writing to formally request an immediate refund of my $1,200 down payment made on June 13th, 2025, and canceled June 13, 2025 at 8:30 for a vehicle purchase June 13, 2025 at 7:24PM through Carvana. The purchase was canceled by me less than two hours after initiating the transaction, on the same day, due to concerns with the final contract pricewhich reflected a financed cost of over $28,000 for a vehicle listed at $13,790. This is nearly double the listed price and is inconsistent with Carvana's stated commitment to upfront and transparent pricing.Despite the cancellation being well within any reasonable ***** or cooling-off period, I have not received my refund, and it has now been over 7 days with no formal communication from your team. I had to reach out myself via chat on May 14th, and still have no resolution.I am a single parent residing in a remote area of *****. The $1,200 withdrawn from my account is critical to securing alternative transportationeither through **** or a cash vehicle purchase. If Carvana can process payments instantly, it is unacceptable that refunds are not handled with the same urgency, especially for canceled transactions made within hours.Please escalate this request immediately and provide written confirmation of when the refund will be processed back to my account. If I do not receive a response within 48 hours, I will be forced to file formal complaints with:The Better Business Bureau (BBB)The Texas Attorney Generals Office **************************** The ************************ (***)I appreciate your immediate attention to this matter. A delay of this nature, especially when dealing with funds essential to basic transportation, is unacceptable.Sincerely

      Business Response

      Date: 06/18/2025

      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 customers 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, ******************** 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:06/17/2025

      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 placed an order for a 2021 Tesla Model 3 for a total of ********* on Sunday, 6/15/25 at 8:55am. I was paying using funds through my bank. My appointment to view the car was scheduled for Monday, 6/16/25 at 6:00pm. Before purchasing I used the chat feature and spoke with ********* (AI chat) because I was inquiring that the car should qualify for the 4000 ** credit. ********* stated it might qualify and I don't have the script, but something like when I purchase it will show up if it qualifies. After completing the purchase and setting appointment to see the car, I used the chat feature again and was connected to an advocate after pushing ********* for answers. During that chat the advocate explained it would not be eligible for the ** credit. I decided to cancel the order since it didn't qualify, this was at 12:01 on Sunday, 6/15/25. On Tuesday, 6/17/25 I logged into my bank account and saw that ******************** had withdrawn ********* on 6/16/25. I called Carvana on 6/17/25 at 11:58 am. The first ****** I spoke with informed me my funds will be returned in ***** business days. I asked to be connected to a supervisor as this is unacceptable to hold my funds for up to three weeks. This money is collecting interest and I need to purchase a car with the funds. Next I spoke to ***** in Customer Experience, he wouldn't provide his last name. I was told they could use these funds if I find another car at Carvana. I looked and Carvana does not have a car that meets my needs. I had purchased the car because ********* led me to believe the car could qualify for the ** credit. When I found out it wasn't going to, I canceled the order. This was on a Sunday, they should have the capacity to cancel the processing of funds. I have been told they can do nothing to get my funds back quicker. I am being charged interest on these funds and have to wait now to purchase a car because they have my funds. This feels like a scam to force me into buying a car from Carvana.

      Business Response

      Date: 06/17/2025

      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

    • Initial Complaint

      Date:06/17/2025

      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.
      Carvana want let me change Bank account.

      Business Response

      Date: 06/17/2025

      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 a thorough review of the customer's account, we are unable to move forward with the sale of a vehicle at this time because we were not able to verify certain information and/or documentation provided to us. This is a final decision by the ************************ We have noted with the customer that we could not verify all necessary information in order to proceed. Should the customer have any further questions, please reach out to our ****************************** by emailing *********************************** 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:06/17/2025

      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.
      We purchased a car from Carvana and the car was delivered on May 30th 2025. We noticed damage on the car that was not notated by Carvana and did not show up in any photos or videos posted by Carvana. Carvana did notate minor chips and scratches that we were aware of, but the additional damage we found on the vehicle is worse than minor chips and scratches. The damage is on the roof of the vehicle which consists of a dent above the door on the driver side accompanied by scratches and scratches above the door on the passenger side, which is causing the paint to lift off. We submitted the damage to SilverRock (Carvana's warranty partner) on May 30th, after we received the car, with photos and description of the damage. Two days later, we received an email from SilverRock stating the damage was within Carvana's acceptable wear and tear guidelines. I called SilverRock and was told we could submit more photos/videos via email to SilverRock for another review. We did this and included more information about the damage. We received an email the next day with the same information from the first email, stating the damage was acceptable wear and tear. We do not feel a medium sized roof dent and large scratches with paint lifting on the roof of a vehicle is acceptable wear and tear. I called SilverRock again and they stated we could then call Carvana since there was nothing else they could do. I called Carvana and they reviewed everything and told me there was nothing they could do as well. So there is no accountability for this damage on our vehicle, no assistance or options offered at all from SilverRock or Carvana.

      Business Response

      Date: 06/17/2025

      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:06/16/2025

      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.
      Told me that $390 is not refundable then tried to take another $300 that was denied. In the screenshot I provided it clearly says the $300 is non-refundable but the $390 does not say that. They refuse to give me back my $390 and canceled my car delivery.

      Business Response

      Date: 06/17/2025

      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: 06/17/2025

      I have not been contacted or this has not been resolved in no way!

      Business Response

      Date: 06/17/2025

      Tell us whDear 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

      y here...

      Customer Answer

      Date: 06/20/2025


      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:06/16/2025

      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.
      Over charged me by $300. I canceled my order and I am supposed to be refunded my down payment along with the shipping fee. When I ask about the refund no one will respond.

      Business Response

      Date: 06/17/2025

      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: 06/17/2025

      I keep getting the around when I contact Carvana. 5-7 business days is ridiculous. I’ve never saw it take so long to issue a refund, especially when the car was never even shipped or received. 

      Business Response

      Date: 06/17/2025

      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

    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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