I not only sold a car but purchased one online a few days apart from each other. The capturing of my trade documents (drivers license, title, and pic of odometer) was a quick and easy process--total of about 45 mins from the time offer was received (which was seconds) and documents uploaded to site. The car purchase was equally as fast and the emails and text messages leading up to delivery were exceptional (all about building momentum). What I believe needs to be improved is post-delivery experience follow up from Carvana. While Carvana sent me a text within hours of delivery to post my new purchase to social media (which I did not), they never followed up with 'how is the new car?' nor did they mention that any defects or issues I identified needed to be reported within the first 48 hours of 7 day money back guarantee. Had I not reached out to Carvana due to the condition of the car that was delivered within the 48 hour post delivery window, I would not have known about the 48 hour reporting window and I most likely would have told them to come back and get the car. Probably noteworthy to call out that the car I purchased from Carvana was $43k so not a cheap purchase.
My primary issue with delivery was the car was washed and dried with a towel that clearly was soaked in oil or some sort of wax as the entire car inside and out (including all windows) were covered in smudges and smears including a halo effect and you could clearly see the outline of wiping the car with a dirty towel across the surfaces of the vehicle. The Carvana specialist that delivered my vehicle was made aware of the dirty condition by me of the vehicle (and yes I have pictures with date and time stamp to support), informed me that if I am not satisfied, I can return within 7 days. I am disappointed that I had to call this issue in and it wasn't noted by the specialist that I reported this to and who worked with me at my home for all of the paperwork signing.
The Carvana specialist I spoke with when reporting the issue about the car detailing was very courteous and offered me a $100 car detail credit wish I accepted but I have not yet received (hope they hold true to their word on this). My actual cost in having the car detailed inside and out $800. The second issue that I reported was the adhesive they applied the temporary tag to the rear window is so strong it was sticking to the window tint and the rear window defrosters. While I have supplied all photos to Carvana for this issue, I haven't heard anything back from them on this issue. I've already remedied the issue by taking to a window tint specialist I used previously and they removed all of the tape from the rear window for $50.
So advice to all purchasing a car with Carvana, demand all issues noted with new car delivery are resolved before 7 day money back guarantee expires as you are no longer on their radar and the expenses fall to you.
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