Consumer complaint received 2023-05-24
Company: Carvana Group, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
On XX/XX/XXXX I financed a XXXX XXXX XXXX for purchase with Carvana through XXXX XXXX and its been nothing but pure XXXX  from day one. First, my car was registered to ( Michigan ) the wrong address/state which I called in about, and also mentioned at the time I picked up the keys in Georgia. I was told to by Carvana to let it register in Michigan first then change it to my current address in Ga, and this was told to me on XX/XX/XXXX and as of today XX/XX/XXXX I still dont have tags. 

Secondly, I was told that I had a 7 day trial period and that a down payment would not be taken out until I made a decision to keep the car or not. But after only 3 days money was taken out of my account that was for my bills, and when I called to address the issue I was told a refund would take 3-5 business days so I might as well keep the payment paid because I wouldnt be able to pay the bills on that day they were due. They Refused my refund, and in response they let me change my car note payment date from the XXXX of every month to the XXXX of every month. I thought that was resolved until I learned that Carvana doesnt have the authority to make those changes, and that information came from XXXX who does have authority and who handles loans and payments for Carvana. XXXX also added that the date couldnt be changed until my first car note payment was made. XXXX had no knowledge of the changes to my account that Carvana told me they allowed me to make. Another lie! 

Thirdly, I was delivered a car without floor mats and also had more problems than Carvana actually listed on the website about the car. Online its says everything was good on it, but when I got it I needed new rotors, new brakes, new rear suspension, oil change, new tires, new filters, and a wheel alignment. Which took me multiple phone calls, days, and diagnostics through XXXX XXXXCarvana mechanics that they partner with, because they gave me several incorrect and incomplete diagnoses from them. When I asked about going to another company to get a right diagnoses they told me it would be a {$200.00} deductible. 

Fourthly, the original tags and temporary plate I had on my car expired on XX/XX/XXXX and I didnt get plates before then either. I made the registration being to the wrong address an issue from day one, but for some reason nobody contacted me or seemed to do anything until about 2 weeks before the tags expired. Carvana told me I wouldnt be able to get a new plate, so I had a car that I thought I couldnt drive and had to pay well over {$2000.00} in a few week span to get around and handle my business because I had a car that I thought I could not drive. 

Fifthly, On XX/XX/XXXX, the payments were lifted from XXXX while Carvana finally started to rebuild the contract. And during the time of rebuild I missed the time frame to get a temporary 5 day tag and was told by a Carvana rep that I couldnt recieve tags in the state Im in because it was too late, and that made me have to pay to get around and XXXX during this time. But that was also incorrect information because while gathering new information to determine if I wanted to go into the new agreement with Carvana, I went to the DDS office and was given a new tag on XX/XX/XXXX or XXXX ( somewhere in that time frame ) that doesnt expire until the XXXX of XXXX. So I actually didnt have to spend thousands of dollar to get around, but DID because of the information I was given from Carvana . 

( To add during the time the contract was lifted, I didnt have any payments to make, literally couldnt make a payment and didnt have any record of an account with Bridgecrest until Carvana finished rebuilding the contract, but for some odd reason Carvana and XXXX reported negatively on my credit report didnt report my two on time payments, and also ran my credit - at least 1 hard inquiry and several soft pulls that I DID NOT have knowledge or give authorization for them to do, and it caused my credit score to drop ) Sixthly, prior to going into the new agreement, I was assigned to a manager named XXXX  who I asked specific questions about moving forward and who gave me the wrong information that he later says he got from his treasury department, which led me to going into the second agreement on XX/XX/XXXX not knowledgeable of the real details. Its recordings on Carvanas end as well as on my end of XXXX  and everybody else I spoke with, lying, giving misleading information, and then trying to blame it on another department within the company. 

Ive be tricked, lied to, had money stolen, and been coerced into a contract, this has by far been the worst purchase I ever made in my life. This is NOT a FAIR, HONEST, or ETHICAL company. Ive been lied to multiple times by multiple people about multiple different things to get me to make a purchase and keep it, that has caused me nothing but stress, made me lose money, and has destroyed my peace of mind. Ive been stressed, emotionally distressed, and caused much anguish to me almost every single day for going on 6 months. 

Ive done everything I have been required to do, all I wanted was a dependable car. But this company is trying to ruin my life.

Company response to consumer: Closed with explanation