My complaint:
When I picked up the jeep originally from the Atlanta Carvana office , I noted there was un- disclosed damage to the jeep we were picking up.. The local Georgia Canvana team said they could not do anything about it – that we needed to contact the Corporate office. After going back and forth with the Corporate escalation team – they stated the local office did not follow the proper f
procedures and that they would over ride the system and get Silver Rock to cover the repairs and make us whole. This call was on October 27th. I have talked 3 other agents ( one girl who sat right behind Joe the head of the department and she promised that I would get a call back by the end of the day – that did not happen. Now the Corporate office says the claim was denied – the case is closed and will not allow calls to be transferred. The Carvana systems make claim for returned calls and voicemails being left – when calls were not actual received and no voicemails were left.
I will try to attach pictures
Suggested solution:
1) Canvana should honor what they said they would do and have Silver Rock replace the undisclosed damage. 2) Canvana should document their new procedures and systems (that correctly log phone calls - so others have a better experience 3) I have spend 15 hours calling and documenting they errors - what about my time spent on correcting them.
