The car search and buying process is incredible! I was blown away by the ease of finding a specific vehicle and the process to buy it. The chat and live phone customer service was fantastic. Then I went to get the car…the pick-up experience was less than stellar. I had to wait almost 30 min past my appointment. There was confusion about my trade and if I was selling or purchasing. The staff was helpful but by no means friendly or excited about my new purchase. I was delayed further by the broken vending machine. The staff did what they did to get it working as there were others picking up as well. The car was finally handed over - we were not offered a test ride or time to look at the car as the process was described. Instead the salesman said 'just take it and if you don't come back it is yours' We were not given a walk around the vehicle or shown any features or how it works. Now the frustration begins - the car had a 'service vehicle' light on - the sales guy said they go over the car - this is no big deal and we can just take it to a partner shop and they will handle it. It is just a general maintenance warning and nothing to worry about. We drove the car off the lot and home. I had looked for this specific vehicle for a long time and wanted it to work so I drove it home. When we got home we started going over the car - there was a burned out headlight, missing floor mats, and some other accessories specifically mentioned as being included with the car. There were also some aftermarket items installed on the car. I called back to the sales office and was told 'we just deliver the car. You have to call the support line'. I called the main line and the woman on the phone was NOT helpful or sympathetic at all. She told me the missing items were not listed on the sale (they were specifically listed). She said I would have to take the car to their partner shop for the headlight, mechanical check light, and for any aftermarket parts. The car was not drivable safely with a burned out headlight. And if the headlight was burned out what else did they not look at or check over event though they say they did. Her reply 'I understand. Is there anything else I can help with'. She didn't listen to my issues or address them or attempt to in any way. The partner repair services require a $150 deposit and were not able to see the car for 2 weeks. I only had 7 days to get it looked at and I had to purchase a headlight to safely drive at all. Her reply again was 'what else can I help with'. I asked for a small refund to cover the gas to get a headlight or the engine light checked. Or money towards the headlights. Or a refund on the missing items. She said that was not an option - but I could return the car any time. The customer service COMPLETELY ended once I had the car. I called back another day and the reply was similar and to contact the 3rd party. I purchased a headlight, took the car to my own car repair specialty shop and had him go over features and the aftermarket items. The car is in excellent mechanical condition and seems to be priced right. I am very happy and excited to own this exact car. HOWEVER - I am VERY disappointed in the follow-up customer service once I picked up the car. I feel like they could have been much more customer focused at pick-up. They could have addressed my issues and followed their procedures at the same time. I did not appreciate the lack of follow-up once I took possession of the car. I have received a follow up email about a 3rd party contacting me about a chip on the hood of the car. It said they will contact me about repair. They have not. I tried to ask about this email and caravana had no record on their end of this issue and said it must be an error. I would recommend using the service to find unique vehicles outside my local area. The website, purchase process, and pricing were very very good. The pickup, trade, test drive, and post-purchase customer service is sub-par and frustrating after such a great initial experience.
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