1) For the most part, customer service was good. On my first call it sounded like the woman was running a daycare. I could barely hear her over screaming babies. I get it, work from home but it was not professional so just an fyi. During the pick up, my paperwork had my name misspelled so they had to reprint docs. No big deal but very odd since it should be automated. Half the paperwork was correct, half was incorrect so led to some delays. Again, no big deal - just feedback.
2) The insurance verification process is confusing. Having to have the vehicle registered with insurance carrier prior to acquiring the vehicle is different than in a dealership. Typically the insurance carrier allows a grace period to add the new insurance and remove the old. So I wasn't sure if I add another car, or replace the insurance for the trade in, etc.
Again, I understand the potential insurance risk for Carvana, but I think Carvana can do a better job of explaining it in FAQs. When I called Carvana about this they just said "you need an insurance binder" with no real explanation.
3) The 7 day return period does not include the day of picking up the vehicle. I picked it up at 540PM last Monday and didn't realize Sunday was the last day of the 7 day trial. Why not just make it 7 full days from date of possession?
4) There was an issue with my downpayment being processed (3 days after I took the car from the vending machine) so Carvana called me and said the bank denied the funds. I asked specifically if they were sure it wasn't a routing number or similar error when I signed up. They were adamant I had to call my bank since they were the problem. The bank had no record of anything from Carvana - I was on the phone with them for 45 minutes. Ultimately I re-entered my payment information in Carvana tool and it worked. The issue - if I was approved to pick up the car, why did it "successfully" onboard my paperwork and approve it?
5) I didn't see a way to get the details on the 150 pt inspection. It would be good to know actual brake pad measurements, tire tread, etc. Oddly enough the brakes are squeaking right at the 7 day period.
6) No carvana care after picking up car. Kind of a bummer since I'm interested in it but didn't read the fine print. I take the blame for this but I was more concerned that the car was in good enough shape to keep, drive off the lot so it was another decision I didn't want to contemplate. Seems like it might be a service to offer post sale not just at the time of purchase.
7) Positives - great way to buy a car. The car was in excellent shape - no surprises. Even some of the "imperfections" were nearly undetectable which is really good service. No additional fees and upsell pressure - slight premium paid for vehicle but evens out without being hassled to pay for myriad fees.
Read More