Consumer complaint received 2023-08-26
Company: Carvana Group, LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with additional add-on products or services purchased with the loan

Complaint:
I am writing to formally lodge a complaint against Carvana, a company that prides itself on its online car sales and delivery service. My recent experiences with Carvana have been characterized by severe inconveniences, subpar customer service, and potentially deceptive business practices, which I believe breach the Consumer Rights obligations. 

On XX/XX/XXXX, I was scheduled to receive the delivery of a vehicle that I purchased from Carvana. Without prior notice, the delivery was abruptly postponed to XX/XX/XXXX, with a delivery slot of XXXX to XXXX. I was notified about this change less than 24 hours before the prearranged delivery date, causing significant disruption to my professional and personal commitments. 

On contacting Carvana 's customer service representatives- XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX - to request an earlier delivery time within the new window, I was met with a lack of professionalism and courtesy. Notably, XXXX ended our call prematurely, exhibiting a clear neglect of duty and lack of customer care. 

To alleviate the inconvenience, I suggested picking up the vehicle myself from their delivery hub, a proposition that was dismissively rejected without consideration. This refusal to accommodate a reasonable alternative solution further underscores Carvana 's lack of customer-centric approach. 

Further exacerbating the situation, the delivery driver, XXXX, agreed to meet me at a closer location but maintained the same XXXX, despite the new address being 20 minutes closer to the original delivery location. He informed me he was coming from XXXX, contradicting Carvana 's previous claim that the vehicle was in XXXX. This disparity in information raises serious concerns about the transparency of Carvana 's operations and potentially misleading business practices. 

Moreover, XXXX failed to meet the rescheduled delivery time of XXXX XXXX  XXXX he sent to me and the proposed delivery window of XXXX to XXXX. This resulted in me being late for work, causing further professional inconvenience and loss. 

Despite escalating these issues to the CEO 's attention, my complaint was ineffectively redirected to the same department responsible for the aforementioned issues. Carvana 's response to these significant service failures has been to merely offer their standard 7-day return policy, a default provision to all customers, instead of providing a satisfactory resolution or compensation for the distress and inconvenience they have caused. 

In light of these experiences, I am compelled to believe that Carvana has not only breached its service commitment but also fallen short of the fundamental principles of customer service and corporate transparency. Through this formal complaint, I implore the Consumer Financial Protection Bureau to intervene in this matter and secure a resolution that appropriately addresses the hardships and unsatisfactory service I have endured. 

Thank you for your immediate attention to this pressing matter.

Company response to consumer: Closed with explanation