I'd never used Carvana before but needed an auto asap following an accident. It all looked good on-line, but I was skeptical. All of the reps were kind, polite, patient, and informative, but I did get some mixed messages. After several days of back-and-forth, I was actually in tears when I was referred to Derek McFarland in Tempe. He answered my call with, "I can help you, Julie, and I will walk you through the entire process until the end." AND HE DID!
Because of his daily help, I was able to navigate through my insurance company, my own mechanic, and the Carvana team. While Mr. McFarland surely deserves a shout-out (I was ready to bag the entire transaction before him), everyone I spoke with made me feel special.
My only primary concern/complaint is that Carvana asked for certain E-features that I didn't know how to deal with: especially the E-signature, and the posting of my driver's license photos. Carvana MUST accommodate us older folk with weak computer skills. There must be a way to deliver information without being tech-saavy. For example, I asked if a FAX would do. One rep said yes, but the next one said no. Please rectify this problem. Not
everyone who buys cars knows about computers. You need a back-up plan for those of us who are older and unfamiliar with such things.
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