My complaint:
Aug 11 I got my 2018 jetta and gave the driver my $590 cashiers ck for the down payment. A month later I get numerous texts emails and phone calls saying they cant find my payment I talked to Linda from the call center on Sept 22 saying I got an email saying they were going to repocess my car for no payment. I was told by Linda that they would NOT take my car since this was carvanas issue of them losing my ck and it was under research. 3 wks later I heard nothing from them and then my car is gone Oct 13. I have had no contact with anyone in those 3 wks I call the day my car gets taken to find out they never found my ck and they took my car for non payment!!!!
Why was I NOT contacted when I had nothing but phone calls all wk 3wks ago. Then oct 13 i talk to Simone from payment resolutions for her to tell me she dropped the ball 3 wks ago because she never saw the ticket that Linda opened for her to check with the cash team to find my check. So because they messed up I get my car taken when I did everything on my end correctly. Then she told me Id get a call from Bridgecrest that night or sat morn so i can go get my car. I dont hear anything from them so i call to be told oh they arent open until mon so now i still dont have my car all weekend now and the fees are adding up. I am not paying for these towing fees and impound fees because this whole situation has been Carvanas mess up.
Specially when Simone admitted she messed up with not getting in touch with the cashing team and this is why my car is gone because i was never told to pay anything or my car would be taken by so and so date. Where was my contact from email or mail etc? It certainly wasnt an issue 3 wks ago when they non stopped called me.
This is not a good customer service experience and I am so unhappy and disappointed in this company and how you are helping to make this easy for me to get my car back when this shouldnt have even happened in the first place. Im so sick of hearing people at carvana saying im so sorry this happened no i want my car back and i want to get reimbursed for this whole mess they put me in. I have done everything I needed to do in the all the time lines they had.
So for them to lose my check in transit is not my problem that is the companies problem. I will be writing a letter to the ceo of the company because this was ansolute bs to deal with and this needs to be avoided for the next person. I will never ever use this company again and will definitley be consulting with my lawyer on this matter.
Suggested solution:
I want my towing and impound fees waived as this was not my fault whats so ever. I only know what Im told by people at carvana. I was never aware of this whole taking my car business. Pretty much stole it from me
