Consumer complaint received 2023-07-18
Company: Carvana Group, LLC
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
I am writing to file a complaint against Carvana , LLC, outlining their unfair business practices, deceptive conduct, and contractual violations. The details of my complaint are as follows : On XX/XX/XXXX, I engaged in a transaction with Carvana, LLC to purchase a XXXX XXXX XXXX XXXX, VIN : XXXX. However, shortly after taking possession of the vehicle, I encountered a major mechanical issue with the transmission, rendering the XXXX unusable. I promptly contacted Carvana, LLC to address this problem and seek a resolution. 

Instead of fulfilling their obligations under the purchase agreement, Carvana, LLC directed me to XXXX XXXX, their designated warranty administrator, effectively shifting the responsibility onto a third party. I complied and took the XXXX to an authorized service center on [ Date ], where it was confirmed that the transmission required a complete replacement, underscoring a significant mechanical defect. 

Throughout this process, Carvana, LLC exhibited a pattern of deceptive conduct and unfair practices. They consistently altered their stance and terms, hindering the resolution of the issue. Initially, they indicated that fees for mileage overage would be waived, only to later demand an exorbitant sum of {$2000.00}, effectively modifying the terms of our agreement without any justifiable basis. 

Furthermore, when I attempted to initiate a vehicle swap, replacing the defective XXXX with a XXXX XXXX XXXX XXXX, VIN : XXXX, Carvana, LLC introduced new conditions and requirements that had not been previously communicated. They requested bank statements, two years of tax returns, and additional financial information, which had never been requested in any of my previous dealings with them. This sudden change in requirements effectively prevented the completion of the transaction and acquisition of the replacement vehicle. 

Carvana, LLC 's conduct is not only unjust but also constitutes a violation of contractual obligations. They engaged in deceptive practices by consistently modifying the terms of our agreement to their advantage while disregarding the agreed-upon conditions. This conduct places an undue burden on consumers and undermines the trust that should be placed in Carvana, LLC as a reputable and responsible business entity.

I am seeking your intervention and assistance in addressing this matter. I request that the Consumer Financial Protection Bureau conduct a thorough investigation into the business practices of Carvana, LLC, ensuring accountability and appropriate action to rectify the situation. Additionally, I urge the bureau to take necessary steps to prevent Carvana, LLC from engaging in similar deceptive and unfair practices with other consumers.

As a satisfactory resolution, I am requesting redress for the financial losses I have incurred due to Carvana, LLC 's actions. This includes reimbursement for the costs associated with the defective vehicle, repair expenses, and any additional damages suffered as a direct result of their unfair business practices and contractual breaches. Furthermore, I request that the bureau implement measures to prevent Carvana, LLC from perpetuating such deceptive conduct in the future.

Enclosed with this complaint, you will find copies of relevant documentation, including records of transactions, correspondence with Carvana, LLC, and any other evidence substantiating my claims.

I appreciate your attention to this matter and trust in the Consumer Financial Protection Bureau 's commitment to protecting consumer rights and ensuring fair business practices. I look forward to a prompt and thorough investigation into this complaint.

Company response to consumer: Closed with explanation