Consumer complaint received 2023-04-25
Company: Carvana Group, LLC
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
Carvana XXXX XXXX, is stalling on picking up a vehicle, that I have been trying to return for since XX/XX/XXXX, two days after I picked up the car, I called and spoke to them and let them know that the tan interior of the car was dirty, the drivers side inside of the door, was not represented in the pictures, the inside rear view mirror didn't turn., the breaks were squeaking, the informed me to look for other cars we picked a XXXX the XXXX XXXX payment was over {$950.00} a month, they ran my credit again and told me if I swapped the XXXX for the XXXX it would not be possible, because my payments could go any higher than XXXX $ I told the finance person that was stupid, Im already gon na pay over {$900.00} for the current vehicle, he said After the credit check 3 days after I picked up the XXXX XXXX told him, never mind, he then had a woman help me for two hours looking at vehicles as I sat on my phone, she was suppose to call me back in 2hours never did, I was running out of time as I had seven days to return the XXXX on XXXX, XXXX, I told them I want dto return the vehicle and was assured someone would call me the next day, I never spoke to anyone, On the XXXX seven days After I received the car, I called and their was a 4 hour hold time, which I help for 46 minutes and the call dropped, I called back, and they said no escalation ticket had been created, I called the XXXX they said, an error had prevented them from scheduling a day to pick up the car, on Saturday the XXXX I called and was transferred, on Sunday the XXXX I spoke to man named XXXX who said he saw that I had been trying to return the car, and that he saw the evidence of all my phone calls and that the ball had been dropped several times. Today which is XXXX ; XXXX XXXX, I spoke to XXXX who informed me that it would take a minimum of 5-10 days for caravan to pick this car up, that he saw all the errors and that another ticket was being created. I told him that isn't acceptable, As I have been trying to return this car for over 12 days, he read through the notes and apologize the gave me arcana Headquater address, I informed him that I was gon na write the consumer financial protection bureau, because I have this car insured and I have reached by 400 miles, I was informed that the were extended it to 600 miles by XXXX, XXXX, and the young lady from Saturday. I don't know what else to do. I am have tried, their are several notes in the computer, extensive notes about me calling, and XXXX informed me he saw that I had been diligently trying to return this car, I am a XXXX XXXX veteran, who suffers from XXXX XXXX  and XXXX XXXX, I am frustrated and find it very unkind, that the will not e follow through, and that I have to go to this length to have them come get this car, 5 business days from now is the first week of XXXX and 10 would be the second week of XXXX, that I have a car I have to keep insured, not driving AT ALL, which is crazy

Company response to consumer: Closed with explanation