Houston, TX

I had a great experience processing all my paperwork on trade-ins and purchasing another car in Carvana. The staffs were pretty good at answering my concerns and questions, just wished the attentiveness was better. experienced at the Frisco,TX location - Vending Machine was not working - No drinks were offered on the hottest day (106 degrees) - I'm a repeat customer and was not given anything specials (not even a car freshener, cups or anything) - I had to remove my own license plates/registration It would've been excellent if they had provided some special customer service, especially when the staffs are there to better assist you. To improve, have the advocate do a walk around the car with you to identify and demonstrate the features in the car.

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!!!

The entire process was easy but the back and forth of documents and answering the same question over and over was a bit much. However all of it was redeemed by the customer service rep Lizz who we picked up the car from. She was so courteous and professional. She had great communication and went out of her way to check on us after we left. She made the experience one that I will definitely come back to. Thanks Lizzy- Spring,Tx

Carvana had a great selection to choose from all with better milage and warranties available than standard dealers. From click to buy was super easy and only took about an hour. The site provided great resources and documentation about my selection giving me confidence about my purchase. I want to give a huge shout out to Mikaela in Austin Tx who delivered my car for my test drive! Mikaela was professional and let me know I could confide in her with any questions I might have with my purchase/test drive, thank you so much Mikaela! The 7 day guarantee is great and also gives you reassurance about a purchase. Carvana communicates with you every step of the way and makes the journey from click to buy as easy as possible! Thank you Carvana!

So happy with the communication and the car all in all thank you sina from kingwood tx ! you made the experience so amazing

I received a car, that I am happy with, however, the overall experience was a bit exasperating. I had to jump through a bunch of hoops and every avenue where Carvana could had made things right, they failed. First, I bought my car before Christmas Eve. I was told that I would receive it by Dec 26. The following day, I received a call saying I needed my bank info in my noon or 1 pm. The bank didn't supply it in time and the date changed to Dec 29th. Then I was asked to complete some forms and insurance and the date then changed to Dec 31st. Understandable considering, I suppose. On Dec 30th, I received a missed call from Carvana then a text saying the car would come on Jan 10th. Seriously? I live in PA and it came from TX, which I paid $600 to be transported. It was stuck in OH, which was just a state away. I fought to get it sooner on Jan 4th because I was now carless and missed a road trip I was supposed to go on as a result. If I had known that all of this would have happened, I would have gone to a regular dealership. After length calls over a series of days, my car was then shipped just 20 minutes from my home around Dec 31st. I wasn't able to pick it up because it had been dropped off at a location where no one was to pass it over to me. I had to wait it out. When the car was delivered, I asked if I could put more of a down payment down. The driver phoned Carvana and told me "it would be a hassle". Seriously. I was offered a check from Carvana to make up for the issue but the check didn't come when promised. I then called again and the check still didn't come when promised the second or third time. Essentially, every avenue that they could have made it right fell short. I am still angry about the experience and it's unlikely that I will use Carvana again. In short, if you are buying a car that needs to be delivered from a faraway state, I wouldn't suggest it. Local purchases might be okay.

I was pretty skeptical about buying from Carvana to be completely open. A lot of confidence being able to just give the car back if i didnt like it or something bad happened to it. Something I did was brought my bmw to a bmw specific shop before the 7 days was up. Nothing was wrong with it just some milestone maintenance like spark plugs and oil housing gaskets(normal) which is an easy fix for a car with 60k miles. I picked mine up at the vending machine in Austin, TX. The car was clean and in great shape. The lady I dealt with was very nice and helpful with any questions as I was leaving. I'll buy my next cars at Carvana for sure.

Recommended by my nephew who purchased in Austin, TX. It was relatively easy. I looked for cars in my budget. Found, then began the process. I noticed that Carvana vehicles seem to have lower mileage then other internet companies. I loved how Caevana kept me informed an the delivery process was fantastic. Very thorough. I even got a video! Fun, easy an fantastic prices. Will definitely recommend Carvana!

Shoot - looks like I won't have enough space to detail the myriad of ways that Carvana needs to improve. If you truly want feedback, then don't limit our review space. #1 spell check - "lien holder" not "leon holder" - twice! #2 become a legit CA used car seller - you wasted a couple hours of my 3rd party lender's time as you are sadly still using your GA seller license to transact in CA #3 integrate better with 3rd party lenders, or is the goal to anger/annoy other lenders so much that people will use your (100-150 basis points higher) in-house lending option? #4 don't list an item on your 150 point checklist that you aren't upholding (which will now cost me ~$600) - and offer nothing when brought to your attention, multiple times #5 rebuild your website to recognize that people often buy vehicles as a Joint buyer situation (husband/wife), and don't just pass off a spouse to a contract "Addendum" which was a nightmare for our lender to get past the underwriter #6 your unnecessary 11-day delivery delay resulted in receiving the vehicle now just past the original dealer warranty window - a fact you knew and shrugged off - so now I don't get to have the dealer perform free maintenance under warranty #7 your referral program is only within TX?! but of course you want us to advertise you for free, as you slap a Carvana license plate frame on, expecting us to be promoters #8 no mention in the FAQ, or on any documentation we signed, that when selling you our car, we can add a max 1000 miles before the offer price changes #9 ramp up number of employees answering phones - shouldn't have to wait 30 minutes on hold, 4 times, during the purchase process #10 webmaster: add some question mark mouse hover-overs on your Upload docs page, letting people know what file types are allowed (instead of getting a user-unfriendly "Error" message with no reason) or allow more file types, like PDF

I drove 3 hours each way to a Chrysler dealership 3 weeks ago to look at an SUV priced about $350 below blue book value. At the dealership, I learned of hidden charges, a DOC fee of $699 and a protection package for $1,295 that they "put on all our used cars". Together, these two charges totaled $1,994 additional for the vehicle, resulting in a sales price much higher than advertised. The next day I visited a Chrysler dealer in Crestview, FL and they were adding the same two charges to the vehicles. I work many years ago at a GM car dealership in the accounting dept. and at that time a DOC fee of $50 was charged on all deals. Dealerships will tell you the DOC fee covers the overhead of providing the showroom, but what other businesses charge such fees and why have those fees escalated to nearly $1K? When we buy groceries, do we pay a DOC fee to cover overhead? Certainly not. A friend recommend CARVANA. While I was skeptical at first, I regained my enthusiasm for car-buying when I learned Carvana doesn't add fees other than tax, tag and title. The first vehicle I considered buying from Carvana had no shipping charge if I picked up the vehicle at a 'vending machine' in Birmingham, AL (4 hour drive). My second choice was an SUV that I bought came from TX and I paid a shipping fee of $599. That fee makes sense to me because I understand there is, in fact, a direct cost to ship a vehicle from TX to FL. New cars always have a shipping fee included. Carvana representatives that I spoke with on the phone were noticeably intelligent. I enjoyed working with them. Each of them were able to answer questions, When I received delivery of my SUV, I was able to test drive it and look it over before signing the purchase contract. I drove it away and had 7 days to drive it and return it if I didn't like it for whatever reason. Carvana provided an extended warranty for 4,000 miles or 100 days, whichever comes first; I think that's very nice. Carvana doesn't sell vehicles that have been reported as being in an accident. Very well pleased with my car purchase, all the way around.