My complaint:
Purchased a vehicle. The transfer of my license plates from trade in vehicle has been an absolute disgrace. Two months into the process Carvana has repeatedly made error after error. It took me calling the Ft. Bend County Tax office in Texas to inquire the process to transfer the Texas registration while out of state (Georgia). I was instantly given clear and concise directions including the form needed. I followed up with Carvana to tell them how this needed to be handled as they admittedly did not know. It must be noted each call to Carvana takes between one to two hours between hold times (although their message states wait times of under 5 or 10 minutes) these wait times typically take 35-45 minutes. That is if you are not “disconnected “. When you get an “advocate” you must repeat the issue which has already been explained to another “advocate” who had no knowledge of how to resolve. I have called Carvana over a dozen times and typically each call offers a new problem. Wrong address, wrong state, being told I did not have an account (while having the car in my driveway), being told issue is “too many cooks have been in the kitchen” as to why my file was wrong to numerous “ we will call you back” to never hear back. I had to plead for a second temporary tag and still can not get any straight answers or my tag. At this point I contacted the Texas tax office again and was informed after cross referencing my name, tag vin, it has been processed and sent to Carvana. Cal Carvana, yet again, they have no record of this. How can this be possible? Keep in mind Carvana used the excuse of dmv or tax offices being closed due to pandemic, meanwhile all my calls to dmvtax office were immediately answered ed they are not closed.
Suggested solution:
I need my registration which is sitting at Carvana and possibly hire and train “advocates” who have a level of proficiency in problem resolution.
