Carvana Atlanta — Attraction in Atlanta

Faulty underwriting systems can cause unauthorized payments out of accounts contact attorney if this happens to you. I went through a purchase deal and for 3 days not one advocate reached out to me. My pick up was 1 day away and I had to reach out to them 5 times before I spoke with someone. They didn't review my order until 1 hour before before the deadline. They had already taken my required down payment 3 days earlier. Upon review they found a keying error which they corrected.. upon doing so, it changed my terms and required an additional $1600.00 deposit. Now here's the flaw. When terms change and amounts to be debited are changed.. a company should say, do we have permission to take an additional $1600 as your terms changed due to a keying error.. ? Sounds fair right? nope. The system automatically processed an additional payment without my consent. When the rep said to me the total down payment was $2390.00 after fixing the error. I said.. no... my terms show $790.. and that has already been processed 2 days ago..I said please cancel this order and you are not authorized to take additional money. The rep canceled the order and said there will be no charge and the $790 will be refunded. I thanked him and hung up. Next morning I wake up to pay my rent which was yesterday mind you.. (one day after canceling my order) and what do I see.. Carvana has processed $1600.00 Dollars more from my account, effectively taking my rent for the month of December. I reached out and they said there is nothing they can do. They rep them told me in the tone as if speaking to a child.. that I authorized it on Tuesday and they sent me an email letting me know then. Here's the part my attorney loved when I asked if this Was legal. I have 2 emails..the one when I placed my order on Tuesday and the one the system automatically sent when the keying error was fixed which is dated Thursday.. literally during my phone call where the order was canceled. There should be an advocate that when terms change, it needs to be manually reviewed and approved by a carvana advocate BEFORE processing new debits from a customers account since it is a term change. They dont have that in their operating procedure or terms. So now they have my rent money which is going to be late and fees will be accrued and possible eviction filings if not returned before the 10th.. they let me know that even though the money is gone from my account it has to settle in there's which takes 3-5 business days and and then another 3-5 to return the money they were not given authorization to take. So we are looking at over a week to two weeks before they return my money which will result in fees and eviction filings..here's the lessen for Caravana... your system should not make automatic updates to people terms AND take money prior to a customer being notified of this change and agreeing to the new terms.. this can lead to litigation of ehich you are liable. All in all.. the slow service, the advocate saying they need more documents but they did not tell me until 2 hours before the deadline even though they knew for days they needed this document re-uploaded, and then expected me to get a document that would take at least 24 hours to get and upload, they gave me 2 hours to do so. I miraculously got it done, only for them to then finally look at the info and realize there was a keying error. So they took down payment money, held up the processing, required insurance and a multitude of things... and the initial transaction was flawed to begin with and not reviewed. A company should verify an application before before processibg funds.. they took money before even knowing if the applicationwas valid. I give them an F for this service and hope they improve it. I will be seeking further damages...

Absolute crap experience. Let me start off by saying that I worked as a Customer Advocate (delivered the vehicles to customers) for carvana for 3 years. So when my 03 jeep gave out I was excited to go with carvana as I've always wanted the vending machine experience.

Short story: I didnt get to use the vending machine and the Advocate did worse than the bare minimum.

Long story: I decided to get my first car from the vending machine instead of it being delivered because I've helped out at the union city and Chamblee hub and know they could care less about the customers experience and I've never been to the vending machine. My pickup date was Saturday 3/15/25 at 8pm. I was ecstatic all day and couldn't wait. I get a call from the advocate around 6:45pm saying I could come earlier if I wanted. I got there around 7:15pm as I was already on my way when he called. I get there with my parents and he says that I can't use the vending machine because it was full. There were at least 5 spots available and two of them was right in front. At first I thought he and my parents were playing a prank on me but he was serious. It took everything in my power to not cry and I'm not a cryer. The whole point i went with Carvana and picked the vending machine was to use it and get the "Carvana Experience" that I was so excited for. After that he drove the car around pretty much just gave me the keys and then went inside and locked the doors and was getting ready to leave. Thankfully I remembered the basics regarding looking over a car from working with carvana, because there was no coolant in the reservoir and the oil was overfilled. As well as a random cap just wedged between the wires under the hood. Also they just stuck the temp tag on the car with a piece of tape. Which would've came flying off the second I got on the 285. And what was annoying was the fact that the screws to hold it was already on the car🤦🏾‍♀️. I also had to ask him, after knocking on the window, for the carvana tag holder that is supposed to come with the purchase. He didn't go over the 7 day money back guarantee process nor did he go over registration. And when I got home I realized he didn't even give me copies of my contracts and gap insurance. The fuel was barely above half, and I know the car is supposed to be at least 3 quarters of a tank.

I understand wanting to leave early, but take care of what you need to first. I already got there before my scheduled time. And then advocate could've given me a heads up when he called that my car was not in the vending machine and I would not get that experience. If that was the case I would've just rescheduled the appointment or just had it set to delivery instead of driving an hr and fifteen minutes to just pick up the car with no enthusiasm/excitement from the advocate. He even said that he saw in my delivery notes that it was a special purchase. You would think he'd at least do something, knowing I wouldn't be able to use the vending machine.

Besides the experience, the car is great. I got a 2018 Subaru Crosstrek Limited and haven't had any problems so far. I'm taking it in to get checked on Thursday and hopefully everything is fine!

Carvana, if you're going to advertise the "Carvana Experience", it'd be good actually enforce it. I always went above and beyond for my customers when doing deliveries or even pick-ups, it's only fair to expect the same in return when I'm...

A Disappointing and Frustrating Experience with Carvana

I was initially drawn to Carvana because of the convenience and ease they claim to provide with online car shopping. The idea of avoiding high-pressure dealership environments was appealing, but what I got instead was an equally frustrating and disappointing experience.

Timeline of Issues:

9/20 - Initial Vehicle Purchase The car I purchased had damage to the front windshield and rear bumper. The windshield appeared to have some haze or condensation that I initially thought could be cleaned, so I took delivery of the vehicle, assuming these issues would be addressed.

9/23 - SilverRock Denied My Claim Despite the damage, SilverRock, Carvana’s partner for repairs, denied my claim to fix the windshield, leaving me stuck with a damaged vehicle.

9/23 - Exchange Processed Frustrated with the denial, I initiated the process to exchange the vehicle. However, the ordeal didn't stop there.

9/23 - Delivery of Car 2 Delayed The delivery of the replacement vehicle was delayed. This was just another blow in a series of miscommunications and mishandlings.

10/1 - Trade-In Payoff Not Received by Original Lender To add to the mess, as of October 1st, my original lender had still not received the payoff for my trade-in. This means I’m stuck between two cars, one of which I don’t even own anymore.

My Biggest Issues:

I’m Forced to Keep a Vehicle I Don’t Want Even after initiating the return process, I’m told that I must keep the car in my possession for up to 14 business days. On top of that, I have to maintain insurance on a car that I no longer want or intend to keep. This is ridiculous. I’m being forced to pay for insurance on a car that isn’t even mine anymore!

Strict Policies, No Flexibility Carvana’s policies allow me to drive only 400 miles during this process, and despite multiple conversations with customer service agents who were mostly polite, there was absolutely no flexibility to resolve my situation in a reasonable way. The agents seemed to want to help, but Carvana’s rigid policies left them with no options to assist me.

False Convenience of Online Car Shopping The entire premise of online car shopping is to make the process easier and stress-free. However, Carvana has managed to replace the pressure of dealing with pushy salespeople with the frustration of bureaucratic red tape and a lack of customer support. At this point, I would rather have gone to a dealership where at least I’d be able to deal with someone face-to-face to resolve these issues quickly.

Conclusion: While the idea behind Carvana is great, the execution is severely lacking. From denied claims to delayed deliveries, and being stuck with a vehicle I don’t want or shouldn't even be responsible for, this has been one of the most frustrating experiences I’ve ever had when purchasing a vehicle. Now, on top of everything else, I have to chase down Carvana to find out when, where, or how they plan on paying for the original vehicle I sold them. I wouldn't recommend Carvana to anyone based on my experience, and I hope they address these issues for...