Our experience in using Carvana went from okay to WTF. The first car we reserved did not pass inspection so we found a couple of others. We were down to 2 cars. One of them my husband liked better, but he decided to take the other one as it was listed as having all of the features we were looking for: third row seat, back up camera, and best of all, remote start. The day of delivery came and the driver ended up getting stopped by state troopers for a huge crack in the trailer and would not allow him to leave without getting it fixed. Once fixed, he was required to stay where he was for at least 10 hours. So, my husband had to get someone to drive with him to go pick up the car from a rest stop on the side of the interstate.
Also, the 7-day period started when we accepted the car online, but had ended before we even picked up the car off the side of the road. So, if we had any issues with the car, we were up the creek without a paddle.
Then we found out that the biggest selling point on the car, the remote start, was not included on the car, but was an available option from the dealer. Of course, by that time I could no longer access the window sticker that I had looked at listing it as being included on the car so it was my word against theirs. But we figured we would eventually have it installed on our own.
Then 3 months after having the car we get a letter on 07-13-2021 from out state department of motor vehicles bureau of title & anti-theft saying that there was a lien against the car that was not released. I immediately called Carvana and asked them about this to be told that the state should not have sent that to me, they should have sent it to Carvana and they would take care of it. I provided them with a copy of the letter that had the information to where to send proof of the lien release. I asked for written confirmation via email that is have been done. I was told that they would have it done in 3-5 business days. After 6 business days (07-21-2021), I had received nothing and I called back to be told then that the registration department was taking care of it and to call back in a week (on or after 07-28-2021).
I waited until 08-03-2021 and was on the phone for over an hour and this was after the call was disconnected 3 times. I read the letter to them word for word and told them that I have sent them a copy of it as well. I told them that I had called twice about this and thy finally found the notes from the previous calls. I was transferred to 4 different departments, including the financial institution that held MY lien. I admittedly said some words that I should not have, but I was very frustrated and worried that we would not receive a clear title upon final payment for this car. I was once again put on with the registration department, only to be told again that they would take care of it and it would take 3-5 business days. I again asked for written proof that this had been addressed and was asked what exactly I wanted. I said that I wanted an email with then date that the lien release was sent to my state department of mother vehicle for my records in case I could not get a clear title upon final payment of my loan. The person I was speaking to put me on hold for about 5 minutes, then the call dropped. I haven't called back yet as I am so ticked off that I want to cool down so I don't get myself into trouble with my attitude and language.