Cleveland, OH

I am blown away by how this new carvana came in so in the nick of time! I am very happy with my purchase and the overall experience of everything! I have no world's to express how this is the new car selling way! As a new customer I've seen comercials and was intrigued by them, when my need came for another pre-owned vehicle (let's be honest) I went online to carvana and was comfortable with my selection choices! Oh how I dread the thought of sleazy sales people and the car sales businesses! But carvana has made me a believer in a more simpler easy option for my next vehicle! I am very blessed to say I don't have anxiety about carvana in the slightest bit!

I was skeptical. How can they give an offer for a car they've never seen? How can everything be online? I stressed about "what if they change their mind" "what if they reject my trade later" "what if the car never actually comes". In the end, after a single (one week long) delay, I had my new car and my trade in was gone. I told myself that I might as well let them deliver and I can check out the car for 7 days and if I don't like it they have that 7 day (or 400 miles) return policy where you can get your car back (or a different Carvana car). Fortunately I didn't have to use this policy because the car I got was great! There was a chip in the paint that wasn't listed online and the delivery driver said he would get it taken care of. Extremely easy process I've already had it into a shop and had the work approved by their partner company SilverRock. The only stressful part of this process is getting in your own head and expecting things to go wrong because that's what you're used to with car dealerships and other warranty companies. Carvana is always only a text message away and they were constantly giving me updates and asking about the car! Looking back it was a great experience (aside from the stressful delay which I've read is somewhat common). Oh and the delivery driver was amazing. He was friendly, helpful, and patient. He's the only actual person I met/talked to and he definitely represented his company well.

Everything was great... From finding exactly what I wanted, the color, the miles, the financing,,, opted for the VENDING MACHINE Woohoo instead of just delivery. Thought it would be fun for the whole family. So the day comes. We get to the Frisco TX CarVANA Vending Machine... And we are about 15 min early. All of a sudden my, or a car just like mine, pulls up and a Big Sweaty lady in shorts and black tank top get out of it, not even wiping the leather seats off. I said to my wife, "That better not be my car"... 15 min goes by and I go inside. I said "is that my car out front" he said "are you Gilbert" I said "yes I am" he says "yes that yours let me get the keys so you can take it for a test drive." I said "I just spent the last 3 hours with the family on our way here to have fun and get a new car, we aren't doing the Vending Machine" he said "No sir it's been broken since last Tuesday". "And No one bothered to call me and let me know... Why"? I mean, I got kids out of bed at 7am...w all went and got breakfast, picked another kid up on the way, it was a big deal to me. I was going to just have it delivered but changed my option to the Vending matching so we could have fun as a family. So why didn't anyone call Me and let me know like... "Mr. Gardiner, our machine is down at the moment, would you still like to come get your car as scheduled, or would you like to be notified when it's operational so you can get it through our vending machine? Which is probably a big draw for people wanting to come get a car is the fun of that added feature. So, for that I was extremely disappointed. The liking of the car I had purchased was overshadowed by everything I had been through to make that happen that morning and to then be told.. "OH, it's broken". So i really didn't get the whole experience, just another car payment I feel like. Don't get me wrong.. It's a great car, I like it, but I could have bought it anywhere and picked it up sitting in front of the building. My friends and co-workers also disappointed when I told them what happened because we were going to show them video of it. Some were even interested in buying from CarVANA after I told them how easy it was. I'm sure it was broken, but almost feels like just another Gimmic to get the customer in like any other dealership. Although, my buying experience was sooo much better than a dealership. But soooooo WAYYYYY disappointed!!!

I have primarily bought from traditional dealers in the past, but most recently I bought from Carmax. This time, on the advice of a family member, I tried Carvana. I was offered a better value on my trade-in at Carvana, and found a car I liked, so I completed the paperwork to buy and transfer the car. It was very simple. Picking up the car from the Vending Machine was interesting, but was an arduous process with an unhelpful and unprofessional employee (Ivan). When the car arrived, it was visibly dirty on the interior. Multiple stains which I was able to remove by wiping with a finger, not lasting damage or anything else, were apparent in the car. I asked the Carvana Employee (mind you, this was not a delivery, I went to their location...) if if could be cleaned. "No, they're very busy. It was dirty in some of the pictures so what you see is what you get." He wouldn't relent and even attempt to schedule a time to have it cleaned. I even told him I may just decline the car and leave it. "Oh well, you can do that," was pretty much his response. Ultimately, I ended up taking the car. However, calling customer service rectified this problem, and they were very conciliatory and helpful. I called them twice, once about the cleanliness (they solved this for me), and once about needing service (A/C seats didn't work, they also solved/helped this). Overall, the service I got from calling their contact center was OVERWHELMINGLY helpful, and they truly MADE this experience, because I was ready to return the car. I did have to have the car serviced for the seat climate module, and once again, successful, but a mixed bag. SilverRock, their warranty/repair claim processor seems to have somewhat of a negative perception. 2 "In-Network" repair centers (Firestone & NTB) REFUSED to even look at the car, citing a "moratorium on working with SilverRock" (despite being still listed on their website). I called and spoke to their customer service department, and told them I wanted to take it to the dealership, and they consented to this and waived my "out-of-network" fee. The repair was completed expediently and correctly. I did call Carvana during this time to express disappointment about the 7-day guarantee ending while my car was in the shop, and they gave me additional days to return if I needed/wanted. Long story short: I kept the car, and so far (still waiting for registration and license plate, etc.), I have enjoyed it and it works well. I had an independent mechanic check it over, and he reported it as being in good condition. Buying a car on-line is very convenient and simple, and working with their customer service is a breeze. I even felt that SilverRock was polite and genuine in their dealing with me, which was pleasant. To improve, Carvana could review the cleanliness and presentation of their vehicles upon delivery (as they come pre-cleaned, unlike at Carmax, where they detail your car upon purchase, at least in our local market), and work to empower local staff to solve issues. Overall, I am pretty happy with my Carvana experience.

Do you remember the first time you ordered something on Amazon Prime; it was exactly what you wanted; and it showed up, at your place the very next day?Now imagine you found that car you were looking for online and the process was almost as easy as your Amazon experience. The process is close to perfect, allowing for third party financing, and scheduling for delivery and acceptance (7 days). You'll think you're living in the future or you'd discovered some kind car nirvana. Oh wait…

This is great. I will never go to a dealership again. Easy, simple, perfect way to buy a car. Everyone is very knowledgeable and friendly. Oh and I love my new car!

Admittedly, I was nervous to purchase a car through an entirely online process, but I loathe car shopping so much that I gave it a chance … and I'm so thrilled! It was as easy as ordering through Amazon, with the security of knowing if the car wasn't for you, you had seven days to send it back. I'm happy to report my 2013 Subaru Crosstrek IS for me, and I'm madly in love with it. Delivery was effortless on our part, the delivery driver was proactive in their communication and took the time to address any questions we had when he dropped it off. The delivery process was so cool, even the neighbors came out to watch! The car itself showed up in pristine condition. Even the engine compartment was sparkling. While the online photo tour gave us a great sense of the vehicle … it showed up looking even better! I've driven it for seven days now and am so in love. Everyone is incredibly impressed with the amazing quality car I purchased from the comfort of my own home! Definitely recommend!! And oh yeah - because we can choose from their inventory nationwide - it was so easy to find EXACTLY what I wanted within my price range. Not something that can be so easily done if you roll up to a traditional used car dealership with stock limited to what they have onsite.

Sold a car in the beginning of the pandemic - ridiculously easy. Just purchased my car from you all last week - also ridiculously easy. Where have you been all my life Carvana?! I will NEVER waste hours and hours at a dealership again. Oh and my new car was even better than I hoped. You guys rock.

My children introduced me me to Carvana, I must admit I was a bit reluctant but once I started the process I found it very well organized and the advocates were great in helping me with any issues. They are super at customer service, a rarity in the business world now.Everything Carvana said they would do, they did. I even swapped my first car and it was an easy process. I tell everyone about them now. I found it to be an impressive organization. Oh by the way , I am 71 . Kudos Carvana, well done.

My process was at fist extremely frustrating. Dealing with Headquarters and the Hub we're my car was being delivered was a headache. But after a couple of conversations they finally got it right! After getting everything sorted out the experience became extremely pleasant. The streamline process was great. The most pleasant part of my experience was having my Car delivered by Danielle. She was extremely knowledgeable and helpful. She literally became family within the short period of time she was with us!!! SHE made my whole experience absolutely amazing! Oh and my car…Ruby(2020 Kia Soul) is perfect…I'm in love!