The buying experience was outstanding right up to the car being delivered. All those who were involved during the buying process were responsive, delivery guy was delightful and the car is great. $8k deposit on car taken out of my bank account on-cue. Then, I began noticing certain things with the car were not as described in the "on-line" information from Carvana.
I noticed immediately the owner's manuals were missing. Received them within six days but had no idea how to work anything while the 7 day money back guarantee was in place. Additionally:
- No spare tire was anywhere to be found; the 150 point inspection indicated a spare came
with the car
- Trunk lift gate is inoperable - manually and/or electronically and/or with Key FOB
- No seat "memory buttons" were visible on the car door (slipped my mind to ask if this
state-of-the art car had seat memory but turns out it does not)
- Tool for the spare tire is missing from the cargo storage area
- No "security blanket" or retractable cargo cover was included with the car as it should
have been when it was originally new
- A noticeable dent on the passenger rear side of the car immediately presented itself (dent
was undisclosed in the on-line info)
Indicated on the Carvana "Dashboard" the issues with the liftgate, the dent and the retractable cargo cover. Called Carvana to inquire about the spare tire. Turns out a lovely young person had to find out about this and when she called me back, she indicated they had "made a mistake" on the 150 point inspection - there is no spare tire included due the car actually having "run-flat tires". Never heard of these. Contacted Silver Rock for this issue, had to provide pictures and describe issues for the cargo cover and dent. For the estimate alone, it was 8 days to get the 10-minute appointment for the estimate. This is when the repair shop employee told me they did not work on "electrical issues"; that I would need to contact Carvana for this. The repair facility estimated that once the repair for the dent is approved by Silver Rock, they are scheduling all repairs into mid-February, as of today. It's December 23. I asked if we could go ahead and schedule it and then cancel if it was not approved. "No."
Called Silver Rock just now for the liftgate issue, only to be told "repair facilities are supposed to mark down on the form what repairs they perform if they want our business. She apologized. "Sorry." This person then texted me 3 more places to call because Silver Rock doesn't make "outgoing calls" she explained, so she cannot call around for me. Looks like I get to do all the legwork and make all the calls if I want the liftgate fixed. Meanwhile I can't open my trunk and all packages are fair game to thieves who are looking for cars to break into during this Christmas season of giving.
This is my feedback so far. I'll keep moving forward, as next up is finding out who will do electrical repairs and how long I have to go without having a trunk that is operational. After all, I now have THREE new phone numbers for repair facilities which need to be contacted first if I want to be certain they handle electrical issues.
Carvana: Significant improvements are needed with "service after the sale", not just ensuring good service during the buying process. I basically heard "It's not my job" - twice today - once from the repair facility about the electrical issue and once from Silver Rock. I cannot answer at this point if I would recommend Carvana "to a friend". On December 8 I most definitely would have - but today? Not so much. Let's see how the repairs go, how many different facilities I will have to take my car to, how long it takes for the repairs and then I will decide. Meanwhile, my first car payment is due on January 8, 2022. Maybe I will be comp'ed for the lack of the spare tire, no cargo cover, the extra dent, etc., since no doubt these things were included when determining the price for the car. I will remain hopeful around this.
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