Used Toyota Prius with Smart Cruise Control

Everything was great. Except the car stated it had cruise control and it doesn't.

I purchased this car a couple of weeks ago! I was attracted by your system, since I don't like dealing with typical used car sales people. They rate just higher than politicians. Carvana has a good business model, but it has some drawbacks. First is the virtual tour. There were defects or imperfections on the car that were not disclosed in the tour. One was a level three scrape on the rear bumper over a rear wheel. The other was damage (road rash) to the two front alloy wheels. I ended up keeping the car, but would have preferred these imperfections disclosed prior to delivery. Another issue was the the single smart key! Yes, some people turn in personal leases without the second key, and I appreciate that Carvana covered the cost of replacing the key ($375). However, I had to make two trips to a dreaded car dealership and wait an hour on the second visit for them to fit the key! It would have been nice to have known that on the front end!

I bought a 2015 Toyota Prius from Carvana at the beginning of April. I've only had two previous car buying experiences, both were at Saturn dealerships where there was no haggling or getting manager approval for the best price. So, buying a car from Carvana felt very much the same; it was enjoyable from beginning to end. I bought the car for cash and had no trade-in. The car's description, including all the pictures of scratches and dings, was accurate. The car's condition when I picked it up was clean inside and out, and it didn't have any smoke smell that I was worried a rental resale would have. They were running behind when I arrived at the scheduled time, but got it loaded into the vending machine as I signed some papers and was ready when I finished. I was offered a test drive, but only looked it over before signing the contract...since I was going to take it to my mechanic and take advantage of the 7-day return policy if needed. The car only had one "smart key", but the SilverRock warranty covered the cost of creating a second smart key. The Toyota service manager was impressed by this coverage. There was even a note put on my file indicating a new smart key was covered. I had this done on the sixth day after purchasing when I knew I was going to keep the car (and to make sure all the paperwork was in SilverRock's system). My mechanic says I got a great car...and with brand new tires, too! I would do it all over again. The phone calls and email from Carvana were polite and helpful. Also, kudos to Seth and Ben at the Austin location for answering all the remaining questions I had.

This review is intended to improve a great experience, save you money, and likely prevent a class action law suit in the future (I am a consumer attorney). Positives: Car was in good condition. It had more scratches, particularly around the rear bumper than was advertised, but not a deal breaker. The fact that the car had an outstanding recall on carfax actually allowed me to take it to a dealer for a free thorough inspection. I spoke to maybe 20 people throughout the process and all were friendly, helpful, and knowledgeable. Areas for improvement. Website: I was asked to upload photos (odometer, title, etc.) related to the trade-in, but there was no confirmation that the photos had been uploaded and I kept receiving emails asking me to confirm the trade in after I had clearly completed the process. Solution: Fix the website to show confirmation of uploaded items and stop sending emails once the trade-in is confirmed. Trade in Value: The website only allows the trade-in to be placed into one of three categories. (Good, OK, Terrible (with more clever language)) I felt the car was mainly in the middle category but had some conditions that might fit the lower category (missing parts). It turned out not to matter, as the car was accepted based upon my ranking of it. However, I was concerned that the car value would be challenged and that might affect the financing. This led to stress prior to delivery. Solution: add more categories, or provide a checkoff system so that a more accurate value can be determined without having to guess. Bank financing: My wife and I went to Regions Bank to get the car financed. Regions had already financed my wife's car that was purchased at a dealership a month earlier. The bank needed a Buyers Order and Application for Title from Carvana to complete the loan. The bank manager called Carvana in our presence and requested the items and was told by your customer service person that the person in the "region" where the car was located was not available. The bank manager ended up staying with us an hour after closing to resolve by getting a blank Application for Title and adding the information herself. We had to come back on a different day to sign the loan paperwork because the Carvana associate who dealt with title paperwork in that region was not available. Solution: Make sure all car information needed for loans is available in all regions so that any customer service associate can forward to the bank. Also maybe use a software program that pre-enters Application for title information from the sales agreement to save time when your customers are at a bank seeking financing. Down Payment Confirmation: THIS WILL PREVENT A LAWSUIT IN THE FUTURE. In order to confirm the down payment is available, I am required to contact Carvana, who in turn contacts my bank. With the Carvana associate on the line, the bank requires me to provide private information to confirm my identity and account. The bank then can confirm to the Carvana associate that the funds are in the account for the down payment. I see a future where smart criminals are going to realize that they can get hired by Carvana, and collect banking information by having an imposter claim they are the bank, or by simply writing down the identity information gathered on the call and later using it to clear out a Carvana customer's bank account. Solution: develop a system where the customer can confirm their identity to the bank without providing the information to the Carvana associate. Possibly direct the bank to email the customer and have the customer respond to the bank, or via a bank app to confirm identity, similar to how both Google and Microsoft confirm your identity via email or text. Hopefully this feedback will help make a great car buying process even better.

I thought that this would be a joke or game. I called Carvana consistently until my car arrived. I did not have any hassling calls or did I get any rude saleman in my face. the car was delivered, my trade-in was picked up and it was all so seamless. I would absolutely reccommend this to anyone. Since trying to buy a car is like giving your number to a telemarketer. You are in control of the process and the cars are actually cheaper than other dealerships. I love Carvana!

I liked being able to search with a set of preferences and make the decisions around what felt "worth it" for more money and what wasn't necessary for more money, making the process much more transparent and made me feel more control over my knowledge in making a car choice.

Overall, this was a good process, and well worth skipping the dealership! There's absolutely no pressure, and the process was mostly easy. However, I have some major concerns with quality control related to the features of the car as advertised on the website. The first car I ordered said it had navigation and heated seats in the list of features, but when I test drove it, it did not, so I rejected it. I then ordered a 2nd car, and the same thing. Be careful - the 360 tour is where you want to find the features you're looking for. If those features aren't specifically highlighted through the tour, the car doesn't have it. There should be some significant investment in the quality monitoring of this area - it would help the process significantly, and would have put my mind at ease. There was also an issue with the final delivery being delayed, but apparently that was a mistake, as it was there all along. Weird.

Bought the car after seeing some Carvana listings on Ebay. Did some research and found out 2 coworkers had bought from Carvana. One told me about a $500 discount card he had so I used that! Vehicle was delivered and as described with one exception. A wheel cover was missing and another was damaged during transit. The driver noted that and said they would be sending replacements. It has been a week and no contact from Carvana and no wheel covers.

I loved the freedom to browse vehicles on the website without being pestered by sales people calling or e-mailing me constantly. I was undecided for several months if I was going to trade for another car so I browsed quite a bit. When I decided to buy, it was super easy and everyone I spoke to on the phone was very professional and friendly.

I sold my Lexus and bought a Prius thru Carvana. I didn't trust that I was getting a great deal in both ends so I did a ton of research. That was a huge waste of time! I got a great deal! The process was ridiculously easy and I will use Carvana next time definitely. Everyone I dealt with was knowledgeable and really friendly.