My complaint:
The car I purchased online milage was incorrectly advertised, luckily I caught the mistake in a photo before the vehicle was purchased but I ended up having to choose a vehicle that was $500 more. After hours on the phone with customer service, management agreed to send me a goodwill check of $500 which was supposed to be overnighted to my house. After over a week of not receiving the check, I called carvana who gave me the tracking number and endorsed the issue was with FedEx. After waiting on the phone with FedEx for an hour, I learned that carvana sent the check to the wrong address and was not responsive to FedEx in providing the correct address so the check was returned to sender. Another hour over the phone, 2 different customer service representatives all promised over the phone and in writing that another check was on its way. The third and final representative informed me that the check was not sent and it took another week for them to actually sent over the check. Overall, multiple hours spent over the phone to get this resolved, multiple lies told by multiple representatives to the point that I was considering legal counsel. I would not recommend carvana to anyone.
Suggested solution:
Deliver honestly and transparency like is advertised, take ownership and responsibly for company errors and follow through on timely resolution.
