In the morning I logged into my carvana account and completed the financing agreement to go with carvana financing, rather than a 3rd party lender, as originally chosen (because you make that almost impossible). I made sure this was complete before the 11am deadline you had in place. If because of faults in your system, you were not able to see that I had switched to carvana financing, that is a failure of your software, not my actions. I also changed my earlier selection of selling my current car myself and instead I elected to sell it to carvana. This was all complete before the deadline. At this point I was told the deadline to complete was now 6pm. So mid afternoon, having still not been contacted by a Carvana associate, as promised, I logged in again to see the status. It said contracts needed to be signed, so I did that, then proceeded to schedule delivery/pickup on 2/8 at 5pm. Done.
I contacted my current lender about my plan to trade, and discussed the $557 balance remaining after carvana payoff of my vehicle. I then went to my online banking and sent that $557 payment to Wells Fargo to make it a clean trade. I then contacted my insurance company to make arrangements for my new vehicle from carvana. All set, just waiting for delivery Monday.
Then at 7pm I get a text from Carvana saying my order has expired for lack of response. What?!!
I begin texting back, "what are you talking about?" Of course the AI bot Sebastion has no idea. I get on a call to support....wait 25 minutes and then the call drops before any answer. I call back, wait again and finally Victoria answers. I'm happy because I spoke with Victoria before and she was professional. She can't hear me for some reason. Hello? Hello? It's NOT muted on my side. So she hangs up. I go back to my text, feverishly typing what is happening and someone comes on saying they are a human now, not Sebastion, and that I hadn't replied to an email. I HAD LOGGED IN, SIGNED CONTRACT, AND COMPLETED THE PURCHASE. The email response is a moot point at that point. So I check my account and it shows that I have not signed contracts! How?! I have the completed, downloaded contract saved at 4:05 on my computer!!! (See screenshots attached.) So while trying to get support, I rushed to sign it all again before 8pm. Says delivery still scheduled for Monday 5pm. Maybe we're good now.
You obviously have some big gaps in your software and your processes. My experience with Carvana has been a disaster, but I STILL WANT MY CAR. I will check first thing in the morning to make sure you have remedied the problem.
A nice support person looked into it and got things corrected. Apparently the trade in difference presented to me on the website as a problem was not to be acted on. Then how about not post it as a difference to be remedied. So I have to go sign contracts a 4th time. And still I'm getting notices saying I need to go login and sign documents.
Now big problem - Going through the steps on Carvana.com you might have been logged out and YOU HAVE NO IDEA! You're moving along and when you hit continue to next step it tells you NOW there is some problem. Is internet disconnected? No. Am I logged out? No. Maybe if I refresh page....yep, not logged in. Any other system, online banking, credit card, anyone...when you time out and get logged out there is a visual clue that you are no longer on that page. Log back in please. Most even have a modal appear to gently nudge you that you're about to be logged out. Not Carvana. You just keep reading/signing the documents until...something is not working...what do I do?
Anyway, finally deal is solidified and communication is good on what's next. Then delivery gets delayed a day. Then delivery gets delayed 2 more days. I have cleaned out my car, removed toll tag, license plates, garage door opener. Now I need to use it again because Carvana car is delayed 3 days, so I have to put everything back...and remove it again. Don't forget anything. No Hey, since we inconvenienced you (twice) here's a small token gift for us causing you trouble.
Car shows up 45 minutes late and is filthy. There is something all over I can't seem to wipe off and can't do a real wash until this freak winter storm in Texas is over after 6 days. Delivery person was total professional though. Car is a joy despite all this.
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