Consumer complaint received 2022-08-10
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:
Both these companies are in violation of 15 U.S.C. Chapter 41, Consumer Credit Protection and 15 U.S.C. 1691, Equal Credit Opportunity Act per the following : I purchased this vehicle and appreciated how upfront Carvana appeared but was repeatedly caught off guard by undisclosed items, maintenance issues, and stipulations. Your auto loan is NOT financed via Carvana but a predatory lender ( XXXX ) with mounting negative customer complaints. I had no idea they were my lender until I started receiving calls and emails from them OUTSIDE of the 7-day grace window. They engaged in loan churning, inadequate and false disclosure, risk-based pricing, and subprime loans. They dont make pivotal info clear in the beginning and even your docs elude to remaining with Carvana which informed my decision to purchase. I research all companies that I spend my money with and would have NEVER purchased via Carvana if I knew they financed with this shady company. I have subsequently had several issues with XXXX as the financer to include learning that the 26 % interest rate that I have is ILLEGAL, a rep patronizingly informed me that this rate was very common over the phone and that I had to contact Carvana to have it changed which was false information. Carvana indicates there is nothin they can do. I then attempted to make several payments to lower my principal balance in XXXX which has resulted in further issues and despite attempting to address those issues in XXXX ( on a recorded call they refuse to pull ) and being reassured that I was again caught up I have made 4 ( FOUR ) payments on-time back to back and they have ALL went to interest with only recent payments partially and inconsistently going to my balance. A recent rep even stated she wasnt sure why my payments were being allocated the way that they were, but after speaking to management she gaslit me as if it was my fault for not understanding the discrepancies they refuse to address as recent as today, XX/XX/2022. 

Furthermore, My vehicle smelled like pets and I am allergic. The smell was slightly masked initially by their air freshener but despite using several others it wont go away. Carvana refuses to address this and only gave me {$100.00} when I was promised the full detail amount which is closer to {$400.00}. The car was NOT CLEAN AT ALL when I got it and they tried to skimp me on getting it detailed. It will cost a total of nearly {$400.00} for a complete detail as I am XXXX. Their marketing materials falsely assure customers that they go above and beyond especially during a friggn pandemic. The car conveniently had multiple issues arise just outside/around the 7-Day grace period. The XXXX XXXX department that I went to was extremely concerned and alluded to Carvana being shady as in her 30 years of experience shes never seen a new XXXX XXXX with so many issues and that it wasnt normal. Your time and resources are then wasted to get their vehicle up to par because they DONT fully disclose these things on the vehicle listing. I spent over {$500.00} in additional transportation to just get it serviced which is again a disservice to me as I am XXXX and these cars supposedly go thru extensive maintenance and preparations prior to sale. Also, the mileage was actually nearly XXXX OVER what was on the website and documents as well. Several Carvana customer service reps failed to follow up on website issues and one was extremely rude and condescending as he was unable to read my documents.

Company response to consumer: Closed with explanation