Consumer complaint received 2021-01-29
Company: Carvana Group, LLC
State: ME
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:
On Friday, XX/XX/XXXX, I began browsing on Carvana and found a XXXX XXXX XXXX  with XXXX miles available for sale at {$27000.00}. It was showing on the website as " pending purchase '', so I signed up for the email notification in case the car became available again. Lo ' and behold, a couple of hours later I get an email from Carvana saying the vehicle is available for purchase! I hop right onto the Carvana website and initiate the purchase process. 

The purchase process itself went very smoothly. I applied for and received financing from Carvana in the amount of {$29000.00}. I set up a {$1000.00} down payment to be taken, and completed the purchase. I received the congratulatory email saying that all we had to do was get ready for delivery. I received multiple emails and phone calls from Carvana about different topics, but all reiterating that the purchase had gone through and that my car would be delivered within 5-15 business day. The car itself is in XXXX and I am in Maine, so I am considered an " out of market '' customer that would need 3rd party delivery. 

Yesterday I get a phone call from Carvana and am congratulated that underwriting approved everything, and that Carvana would be posting my delivery request on whatever service they use to solicit third parties, and that I should expect my car sooner rather than later due to the relatively close proximity to XXXX. Carvana confirms that my {$1000.00} down payment will be taken from my bank account with my approval. I gladly tell them to initiate the transfer. 

Fast forward to this morning, this is where everything completely falls apart. I get a call from a Carvana customer service representative who tells me ( I'm going to summarize here ) 1. There was a " glitch '' on the Carvana website, and both myself and someone else bought the car at the same time! 

2. Because of this glitch, the car is now unavailable to me.

I wish I had recorded things on my end, because the customer service rep momentarily slipped up and said that the two of us may have no ordered at exactly the same time, but that since the other customer can take delivery of the car today, Carvana is going to sell it to them. 

3. The recourse Carvana gives me is an offer to deduct {$300.00} off of the {$590.00} delivery fee, and suggests I buy one of the two other XXXX XXXX XXXX  currently on their site. I point out to the rep that one is for {$34000.00} ( aka {$7000.00} more than the one I wanted ), and the other is {$36000.00} ( aka {$9000.00} more than the one I wanted ). 

4. I asked the customer service rep if they thought it was a good business practice to ( 1 ) ding my credit score ( 2 ) take my deposit ( 3 ) give me every indication that the car is mine, and then call me and tell me the whole thing is off, with me now suffering from a credit hit, needing to wait for my {$1000.00} to be returned, and now scrambling to get a car before my rental from the crash is due this coming Wednesday. 

5. The rep has the gall to say " I'm sorry you see it that way ''. I stated that this is not me giving me opinion, this is me stating the facts about what happened!

At this point I am signed into a vehicle loan for a vehicle that will never be transferred to me for use. I have suffered damage to my credit score and lost purchasing ability with the {$100.00} tied up in a bank transfer.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation