My complaint:
I have probably been on the phone with this company 50 times over the past week. What first started as a documentation issue, turned into something much worse. I was told by an associate that my Bank Statement and Tax Return would suffice as address verification. After submitting, another representative told me that it would NOT suffice. As a college student who has only loan bills to pay, I do not have any lease or phone bill documents to provide. After jumping through MANY hoops (at least 5 phone calls) I was able to submit pay stubs.
But it gets worse. What started as a Thursday 10:30 appointment turned into a reschedule for the upcoming Saturday. Upon clicking “Reschedule” to hopefully view a calendar to choose my OWN reschedule date, it erased my Saturday date that was chosen for me and tried to book me a week out. After many calls I was able to secure a spot for Friday (Day after initial appointment). As I’m waiting for them to drop off the vehicle they call and tell me there are codes popping up that need to be cleared before the drop off and that it will take two days because of how “hot” it is outside… They schedule me for the following Tuesday. I have missed 3 days of work now waiting for this car to arrive. As a full-time college student, co-parent, and new car owner who has to work two jobs to make ends meet, I cannot afford to miss work. The amount of stress this process has put me through cannot be put into words. I’ve spent every night crying and feeling so much anxiety after being told via automated text messages that my “car will arrive at the time of the appointment so get excited” and then to be told THREE TIMES now that it needs to be rescheduled??? Toying with your customers emotions that much and within such a short span of time shouldn’t be allowed. Especially when they have so much riding on the arrival of this car (Transportation to school (which starts soon), work, family, freedom, etc.
This is not what I thought Carvana was about. Definitely not what it’s advertised to be, I wish I had gone to a dealership—which I never in a million years thought I would say, but at least I would leave the lot with my new car. In my experience, Carvana has not been about convenience, clear communication, or stress-free “lay by the pool while we take care of it” delivery. Given that I will be missing 3 days of work in total, if not more come the next day of delivery when I’m sure they’ll decide to reschedule, I would like to be financially compensated for this complete waste of time and energy spent. I hope that I do not lose my job for missing so many days of work as we are already understaffed and I am absolutely replaceable given that I work for such a large corporation.
Suggested solution:
Financial compensation.
