While the buying process was extremely easy, the challenges began when the car was delivered. There were a number of minor issues and one MAJOR issue.
The major issue is that the previous owner's registration was left in the vehicle providing (I assume) the person's home address. Further, the navigation system history was not cleared and the previous owner's home address (now confirmed) and the last 35 places she visited were all available for me to see. Both of these items are major privacy violations and I reported them to Carvana. When I did so the person I spoke with was appropriately horrified and assured me I would receive a formal response that I requested so that I would feel comfortable that my report was taken seriously. I have not received any response to date.
The more minor issues began with the interior of the car not being clean. While Carvana did respond with a $100 rebate to have the car detailed, it showed a lack of attention to detail. I must stress, however, that I feel the response to this was appropriate and appreciated. My concerns about attention to detail were later supported, however, when I found the license plate bracket was missing two screws that were intended to attach the license plate bracket to the car. When I consider that someone at Carvana actually attached a temporary plate to a loose bracket and did nothing about it, it's concerning. The $4.00 I had to spend going to the dealer and getting the correct screws isn't a big issue. But if this was overlooked, what else might have been? In addition, the roof removal toolkit and freedom panel storage bags, both of which were listed in the original window sticker that Carvana provided, were missing. I asked about them at the time of delivery and was told to report them in the dashboard (which I did). After not receiving a response to these items I called and was told to call Silver Rock which I did. When I called Silver Rock, however, I was told that they only dealt with damaged items and not missing items and that I would have to take that up with Carvana. When I did, however, I was told it would not be addressed and that the "seven-day return period" had ended. While I had no intention of returning the car for these items, I would have at least expected them to be responded to. Further, I would recommend that if things are listed on the original window sticker and Carvana is going to provide that sticker as part of the sales process, that items that are not included be specifically highlighted.
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