I found it hard to give a fair overall rating due to the experience I had. I could have honestly rated Carvana anywhere from 1 star to 5 stars, depending on where I wanted to focus my review. The car I originally signed a contract for never got delivered to me, which was a big disappointment since another like it was not available. I signed a contract on Thursday or Friday November 4 or 5, 2021 and the car was supposed to be delivered Monday November 8. On Sunday November 7 I got a text and email saying it was delayed a day. On Monday November 8 I got notified the new delivery date would be November 11, and one of their advocates (cust serv rep) said the battery needed to be replaced. On November 10, I was notified the new delivery date would be 11/18/21 because there was a delay in getting the battery. On 11/17 I was notified delivery was pushed back another day to 11/19. On 11/18 I was then told the battery was on back order and the new delivery date was 1/2/2022. I didn't hear anything more until the morning of Jan 2, 30 minutes before delivery time when I received a call saying the car could not be sold to me and was being wholesaled. It's obvious that I never got the whole story of whatever the problems were with that particular vehicle and was never told that it possibly couldn't be brought up to saleable condition, although the advocates I spoke with did suggest that I could choose a different vehicle rather than waiting on that one. But due to the model type and equipment and I couldn't find a similarly equipped vehicle I decided to wait for that one.
So, on that attempted purchase I give Carvana 1 star. The advocates were all very friendly and empathetic but either they did not know the extent of the vehicle's problems or they are told not to give details. Either way that is unacceptable. Also, the continued change of delivery dates apparently had no connection to when the vehicle might be fixed. I trusted that the delivery dates were based on the vehicle being ready for delivery but that was never the case. At some point much sooner in the process I should have been told that they could not get the vehicle into saleable condition instead of stringing me out almost 60 days before telling me on the scheduled date of delivery the car was not available! Now one of the advocates did get me $750 compensation towards a different vehicle. I should note that I paid for almost 60 days of insurance coverage for the car that never got delivered.
I immediately found another car that was an adequate (if not exactly what I wanted) substitute for the one I wanted but never got delivered. I initiated the purchase that same day, 1/2/2022, and delivery was scheduled for 1/10/2022. That transaction went the way the first should have, and I got the car delivered right on time, as scheduled. The car was exactly as advertised and clean inside and out. I'm very happy with it. I give Carvana 5 stars for that transaction. (Registration pending.)
I want to say a few words about the process, communications, and advocates. I financed my purchase with Carvana and that went smoothly. The final approval with verifications done happens very quickly, within 1-2 days. You can upload everything needed right on their website. Every step of my second purchase transaction went flawlessly. The communications about next steps and handling documentation was excellent. All the advocates are well trained, courteous, helpful and obviously based in the USA. No communication problems.
So, my recommendation to potential customers? I would give Carvana a try, BUT, if your delivery date gets changed, cancel the transaction and buy a different car. You can't trust that you won't get strung out and that the car you're trying to buy might never become available.
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