My complaint:
I made my down payment, uploaded documents, and set an appointment for pickup. I couldn’t find my title and immediately filed paperwork for a new title ( this is where the cart went off the rails)..By the way, I found my original title before the new one was mailed. I notified Carvans and set a new appointment for pick up. I went to go check about updates and found out my order had been canceled. The young lady I spoke with when setting the second pickup NEVER said the order was canceled. At this point I started the process again, BUT additional documents needed to be submitted. I submitted the additional documents with a new pick up date. I kept getting emails about new documents.My original down-payment was enough to get me a pickup date. The additional documents request went on for 5 days with a final pick up date. On Saturday before the Monday pickup date, I received a request for ALL documents to be resubmitted and I did. I was told I had to have all documents in before 5:00 pm. I submitted all documents by 3:00 pm AND at 5:00 pm received an e-mail telling me I had missed the deadline and my pick up time would need to be moved. I called the provided and yes they did have my documents but nobody had reviewed them. At this point, I canceled the order. I sent an email to the CEO of Carvana stating my disappointment with my treatment of his employees. Sunday, after church, I received a call from an advocate trying to remedy the situation. He assured me everything was back in place, the original order was good to go and passed me off to the underwriters. Again, all documents had to be uploaded. It was at this point I was told my 3rd stream of income could not be considered because I didn’t have a pay stubs for August. I work as an Instructional Assistant in an elementary school so I don’t get paid in August. No big deal. They wanted proof of my social security (I’m retired), I uploaded proof of my social security. Also,they have my bank records for 7 years with my payments on them. They wanted my teacher retirement proof of documentation. I sent them that which is also on my bank records. They dismissed my teacher retirement $ after my instructional assistant $. Together they were over $2,000.00 per month. I’m down to my social security $ as my ONLY source if income. They dismissed that next. So according to them I have no income but I can still get the car. What company tries to sell a car to someone who according to them I have no income. How the hell do I pay for it? I’m a retired teacher, and if this is the quality of Carvana’s employees-your company is n serious trouble. You better believe I am making Social Media aware of my treatment.
Suggested solution:
They can't resolve my complaint. I personally feel that because I am an older adult on social security and retirement, they could belittle and dismiss me even though they still held onto my deposit. They dismissed my streams of income as if I didn't matter.
