Carvana Headquarters — Local services in Tempe

Since my husband and I purchased our vehicle from Carvana on 3/12/25 this has been an absolute nightmare. My husband recieved the vehicle it was delivered to us and he is hard of hearing, and I noticed a terrible sound when i got home. We liked the vehicle, and Carvana advised us to use the warranty and guaranteed they would address and fix the problem, so we took it to one of their recommended mechanics. Long story short, several issues were discovered that contributed to the noise; after being in the shop for over a month there was still a lingering sound, though we were told it might be cosmetic and several things were fixed. I brought it back on May 22 within our warranty period. We followed the stethoscope to the transmission, which was on backorder for about two months through no fault of ours. After the transmission was replaced the sound remained. Random bolts and screws were discovered in the oil pan and mechanic claims there were many things hidden from us, along with a documented list of multiple items that were hidden from us when the vehicle was sold. The list goes from the ac, to control arms, dirty brake fluid, the body frame metal needing repaired, air intake, the list goes on.

Because repairs and parts were delayed beyond our control, we are now outside the 100‑day warranty. We have exhausted and trouble‑shot every option with the trusted mechanic, and even though the car has been and remains in the shop, Carvana's warranty company silverrock says there is nothing they can do because an engine replacement was not mentioned earlier. I told carvana I am no expert This leaves us stuck with the vehicle they sold us. This is not a cheap car; it is a $25,000 vehicle. The warranty company stated on a recorded line that their recommendation was for Carvana to write a new contract and extend our warranty so they would continue addressing the present issues. I was relieved then a few days later....

I was assigned a case manager named Yuriko. From the start of that call it was clear she was unwilling to help; she said she didn’t know her coworker or why the warranty company recommended an extension, and said she couldn’t authorize that and was impossible and couldnt be done. That is not acceptable. The vehicle passed a 180‑point inspection and was signed off as good, and we were told it could be trusted. The problems were present from the date of sign‑off, and the mechanic’s photos, reports, and my own evidence should be enough to want to make this right. You don’t sell someone a vehicle and disregard that it is not safe to drive. Please note that i have not picked up the vehicle it still sits at the shop to this day. Technically the case should be open because it is not repaired. Warranty company says there is nothing they can do because engine failure was never mentioned, don't people have to troubleshoot before they figure out what the problem is? In this case it took longer but the problem did not change and the car did not leave the shop!

We have had to carry two other vehicles, pay a car payment every month, and pay for parts the warranty company would not cover, plus three insurances to keep my family safe — about $800 or more a month in extra car and insurance expenses. I have asked for this to be sent to someone higher up; Yuriko said the next contacts are Edith or Andrew. I hope this reaches the right person, because we have been treated very unfairly. We have only been able to use the vehicle around 3 weeks total since purchase and these problems have been present and documented since day 7 and 8. Do not trust their inspection and think very much before you have the convenience of a car delivered to you. I REFUSE to drive this vehicle and the mechanic has said it is not safe to drive either. Carvana please do the right thing.

Devastated yet...

The people who delivered my vehicles all 3 times were absolutely great, they did a fabulous job with my documents, hand-off’s everything. That’s about the only good thing I have to say. I went with carvana because I needed a new vehicle and my credit is a work in progress. The first vehicle I got from carvana, after the people who dropped it off left, I went to drive it into my garage and noticed rope hanging from the bottom, after taking a further look, the bottom plate at the front of the vehicle was held up from the stove side to the passenger side by ROPE and ZIP-TIES. I immediately called and talked about a new vehicle within the 7 day window because I didn’t feel comfortable. The second vehicle I received, absolutely reeked of cigarettes, even after trying to air out the car and get the scent out myself I had no luck, there were also cigarette burns in the driver seat which had not been noted in the pictures or anywhere as damage, after speaking with associates they said they do not sell cars which have been smoked in etc, apologized profusely and offered me a check form csrvana, $100 for the standing water in the back of the vehicle (I noticed upon inspection but had not located a leak) another $100 to apologize for the smoke scent, after speaking with car detainers who said they could try to get the smell out but it wouldn’t be completely gone and it would cost way more than that, I went back to find another vehicle in hopes the third time was the charm right? Wrong. The third vehicle, my current vehicle because they would not switch or take it back. The first day I test drove was fine, no issues, the second morning I drove into work and the vehicle had a loud noise while driving even when stopped in traffic. I had a friend inspect he told me it sounded like my pulley was loose. I immediately made an appointment with a carvana approved mechanic to have the vehicle looked at, the mechanic shop located the issue confirmed a pulley was in fact loose, had to replace a water pump that very day as my car was deemed undriveable, the part was hanging off so bad he was concerned if I drove my vehicle on the highway (which I have to) that it would completely come apart and I would have been in an accident. They rushed to fix the problem. The parts were covered by insurance thankfully, the flush I had to do of fluids was not. I was extremely upset and frustrated and this was the third vehicle and I was still having problems. Furthermore I reached out to carvana to be reimbursed for the $130 I had to spend out of picked on a fluid flush and was told by the extremely rude rep they could ‘do nothing’ and ended the conversation on me not once but twice. So while I am grateful to God I have a vehicle to be able to transport myself and my son to work, the customer service has been awful. I am left with a vehicle and a larger payment feeling as though carvana received cars, washes them and puts them up until someone comes along. The inspections are not through and they need to do better. I asked for a member of management to reach out and was told ‘it was not possible’ so I am hoping this review will be enough to have someone reach out to me. As someone who is a manger and works in customer service this entire ordeal has been an absolute nightmare and extremely disheartening.

Update: Carvana did reach out to me to apologize about the service mishap. They did reimburse me to correct the issue and also have advised me to get my vehicle looked at for further issues I am having. I am thankful for them reaching out to...

This is my experience - maybe not for others.

Overall, the system is designed to be as automated as possible. However, it does not account for the time required for human processing or for weekends when businesses are closed. Additionally, representatives will provide conflicting or inaccurate information, as they are not always aligned or fully informed on specific procedures. As a result, they often share guidance to the best of their knowledge, which is not always accurate. This purchase process requires a lot of legwork for the buyer.

They will consistently do things like tell you late on a Friday afternoon that you need to have the loan papers they just provided you signed by a loan officer at a bank, the loan processed by the bank, and a picture of the loan check submitted to them by Monday morning at 8 AM, or the sale will be canceled. This is impossible. I am aware this is the "machine" doing most of these communications, but it's just not realistic. Then, they send you emails like "Oops, you missed your deadline and your sale is canceled..." which makes it look like the buyer's fault when we are working as fast as we can under their unacceptable deadlines. This type of communication when I'm leaving work and running all over town for them is just incendiary. I made a lot of phone calls, chats, bank visits, DMV visits, etc., just to keep things moving on their end. My end was everything as fast as possible all the time.

Having said that, I see how if you finance with them at their interest rate and insure with their people, the process can be painless and almost immediate. If you're reading this before you purchase and you are self-financing outside of Carvana, know that after you click purchase, get ready to scramble because it's going to be a lot work and fast. Don't be afraid to contact them and tell them what you're doing and that they need to extend their deadline because it's impossible. Don't be afraid to tell them they're wrong if the DMV or Bank gives you conflicting information.

Concerning the exterior, when the vehicle was delivered, it was missing the fuel door which is assumed lost/stolen in transit to me. Now I am dealing with an insurance claim to get a new fuel door. It's supposedly on them, but it is costing me time and effort to get this done. The lienholder on the title paperwork they submitted was wrong which set off a whole other set of events even after the purchase was finalized. They have apologized all along the way, but the legwork for me in this process has been astronomical. I don't know that I would do it again, but maybe so now that I know a lot more about the process, how they are, and what mistakes to look for. They only tell you about the largest imperfections. There were more imperfections than stated, but nothing that surprised me.

The interior was clean but not spotless — including dust, crushed candied pecans in the console, and drips/smudges that I had to wipe down. Really not a huge deal, but maybe worth noting that I did have to do some cleaning.

All in all, I feel like I had to put in a ton of effort to get this purchase completed.

BUT

I love, love, love the idea/business model. Their trade-in values were acceptable (note they do change from time to time), and their sale prices were acceptable. The delivered vehicle was as advertised, minus the fuel door.

The trade-in pickup was bare-bones simple, and they swapped my vehicles out effortlessly. Eva and the operations manager who delivered the vehicle were absolutely amazing — six stars for...