My complaint:
Subject: FORMAL COMPLAINT – Urgent Resolution Required for Refund and Customer Service Failures
Ticket 424994 (Carvana) and 22480396 (Stripe)
To Whom It May Concern,
I am writing to critically express my profound dissatisfaction with Carvana’s failure to refund my down payment and shipping fee for a 2023 Kia K5 LXS Sedan 4D (VIN: 5XXG14J28PG196314), and the unacceptable level of customer service I have endured since January 7, 2025.
Despite submitting a down payment of $15,200 and a $290 shipping fee, I ultimately chose not to proceed with the purchase. Since then, I have repeatedly sought resolution, only to be met with broken promises, poor communication, and a complete lack of regard for my time and financial well-being.
I was provided ticket 424994 for my refund request to carvanas Treasury Department and engaged with Stripe under ticket 22480396. Most recently, a representative named Tony assured me the refund would be processed ly and that I would receive a follow-up call—neither of which occurred. Furthermore, Carvana claims to have issued the refund to my original payment method on February 18, 2025, despite being fully aware that my bank account was closed in mid-January and that previous refund attempts were rejected.
This demonstrates a serious lapse in both customer care and operational diligence. It is unacceptable that Carvana proceeded with refunding a closed account and then failed to provide an alternative solution without further ing.
Therefore, I demand the following actions immediately:
1. A full refund of $15,200 via cashier’s check sent to my verified mailing address.
2. A refund of the $290 shipping fee as compensation for the undue inconvenience caused by this protracted ordeal.
Please regard this letter as a final opportunity to resolve this matter amicably. If I do not receive a concrete and satisfactory response ly, including ation of my refund via cashier’s check as initially promised by Tony, I will have no choice but to pursue all available legal remedies.
I expect your immediate attention to this complaint and a clear action plan moving forward.
Sincerely,
Samantha Glisson
918-264-7674
16609 E 83RD ST N.
OWASSO, OK 74055
sam.duvall94@gmail.com
Suggested solution:
By sending me a cashier's check in the amount $15,200 $290 for the shipping fee, and apologly for their extremely poor customer service.
