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I was excited to find a pretty great car on Carvana recognizing that it was really difficult to find any cars at dealerships…. So go through the transaction with tons of time pressure because the vehicle is only reserved for a short window while you complete the transaction and all the paperwork…. The car delivery is scheduled and low and behold the day before they contact me and reschedule- the car needs a new windshield due to damage during transit. Wow, ok. At this point I was impressed. It was rescheduled for a week later which seemed like a long time but ok. I redid all the paperwork, I cancel the car insurance and waited. Two days before the transaction I started getting automated messages that implied that I was not trading in my current car so I call in where the wait time was predicted to be over an hour. They call me back and and let me know that everything seems in order… I should ignore the automated emails…. One day before the transaction and the delivery is canceled again. I don’t get a phone call or an email to explain just a text. When I respond to the text and ask for some kind of communication I’m told the can only help me through texts. Hours pass between responses. They have now rescheduled the delivery for some time next week so I get to do the paperwork again. Redo the insurance again and arrange to work from home again. In no way has this been car buying made easy.

I found a vehicle that I wanted and started the process of purchasing the vehicle. I was nearly complete when I realized that there were differences between the details on the website and details on the Carfax report. I paused the purchasing process and called the customer support number because the differences were material (V8 versus V6 engine and 4-wheel drive versus 2-wheel drive). The person I spoke with confirmed that there were differences between the website and the Carfax report and told me that I the Carfax report should be correct. Thankfully I had paused the purchase in time to cancel before moving forward. After hanging up I realized that there is information on the Carvana website that is not listed on the Carfax report. I called customer support a second time to see if there is any way to validate information listed on the Carvana website that is not listed on the Carfax report and the answer was no. The representative did stress that if the vehicle was wrong that I would not have to accept it and would not be charged. My understanding from the website is that I would still have to pay for the delivery fee, but the representative said that no that was not the case. I am still unsure which is correct. My issue with Carvana is that I have found it difficult to get accurate information that can be trusted. For a purchase of this magnitude, that is unacceptable.

I’m very disappointed because I preordered a vehicle with $100 deposit and waited over 2 weeks for it to become available and as I had completed the purchase procedure and had a delivery date for that Friday and waited on the verification to be completed. I received a call the next day requesting copies of paystubs, etc Their system had technical difficulties when I went to upload documents so I called them and found out the vehicle was no longer held in my account and another customer had it on hold... the agent got it back into my account and the next day it happened again. I had signed all contracts and down payment had been verified and I got insurance on it as I expected the vehicle the next day. I was told another customer was already purchasing it and they couldn’t remove it and put it back on my account but if the purchase didn’t go through I could then purchase it. There was not another vehicle like that with the low down payment available and because of a computer glitch I was just screwed.... I asked if I chose another vehicle if they could arrange the down payment price to be close to the one I had preordered and tried to purchase as a courtesy for the system glitch and was told NO! So after 3 weeks waiting on a vehicle I was now starting the entire process over to find a vehicle with absolutely no special treatment for the problems I had with them or any compensation.