Consumer complaint received 2022-11-15
Company: Carvana Group, LLC
State: NM
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Over a year ago I attempted to purchase a XXXX XXXX XXXX from Carvana. For over a year I had incredible difficulty completing the simple task of registering the car. Occasionally Carvana would provide temporary tags, but usually the vehicle remained unregistered. Although at one time it did have three different temporary tags issued by two different states, Arizona and Tennessee. Carvana also had me obtain 4 vehicle VIN inspections at my cost. A cost that actually exceeded the approximate XXXX cost of the inspection. Obtaining one of the inspections forced me to miss two weeks of lucrative work. Carvana demanded I return to New Mexico to obtain the third VIN inspection. I reluctantly agreed but was desperate at this point to get the vehicle registered and be rid of Carvana 's awful work. I was promised this iteration would fix any registration issues and my vehicle would be plated, but that the VIN inspection was required by state law and that if I refused, I would be seen as uncooperative by Carvana and therefore in breach of my contract. These were lies. I did obtain the VIN inspection. No registration ever materialized. I then made two requests for the title to be transferred temporarily to a third-party registration company to facilitate the registration. Carvana lied and said this was illegal. After some research into state registration law in New Mexico, I found that this was a lie and demanded that Carvana and XXXX move the title as legally required. They agreed but told me I would have to wait until XX/XX/XXXX since they are allowed 90 days to comply. I waited 100 days, the title never materialized to allow registration. I called Carvana and XXXX to find out why the title was not sent to my chosen registration company. It was then finally disclosed to me by a tearful Carvana employee named XXXX, I believe, that there was in fact no title to my car at all. There had always been an issue with obtaining a " perfected title '' and Carvana was aware of this the entire time and all the run around was a result of this and attempts for Carvana to cover this fact. She even said that really the only way to correct this was to roll the loan back at that point. I agreed. We agreed. But then, the next day I received an automated call from XXXX at Carvana telling me that if I did not submit documentation, my temporary tags were in danger of expiring. I contacted Carvana and began discussions again. This loop of restarting the process seems to be Carvana 's go to method to prevent cancelling fraudulent contracts. Carvana continued stonewalling me at their customer service level. To speak to any employee with power to negotiate I was told to submit a letter of representation declaring myself as XXXX XXXX representation in this matter. I submitted these letters of representation twice to the addresses provided by Carvana and XXXX. I have never been contacted by Carvana or XXXX legal personnel. If I call and try to speak to a legal or treasury team member with the authority to make decisions, I am told to submit a letter of representation to obtain the right to speak to one of the coveted Carvana lawyers. In all actuality I expect the Carvana legal team is extremely busy at this time and will be tied up for a long time. Additionally, I was almost never provided temporary tags on the vehicle. I was forced to drive illegally or not use the vehicle. I had a loan with XXXX for a vehicle purchase through Carvana. I paid as agreed on this vehicle until it was found that Carvana was actually trying to sell a car they did not own. Carvana tried desperately and fraudulently to cover this fact for over a year. My loan is part of a greater systemic issue at Carvana. Carvana executives have been criminally charged for violating state registration and title laws. Their license to operate in many states had already been revoked. Their fraudulent business practices have them subject to many investigations and several class action lawsuits related to the very same type of fraud perpetrated in my case. Anyway, the main problem I am having is that while I am trying to forget about the fraud perpetrated on me by Carvana and XXXX, I have attempted to obtain housing and been denied solely because of this fraudulent loan still being incorrectly reported on my credit report. I have attempted to submit disputes with the major credit reporting agencies, but I am given XXXX characters and then I wait to find that the credit agencies " update '' the information. I have no idea what supporting documentation could possibly be being provided to the credit agencies, because no company of sound mind believes there is anything valid about my loan. The real issue is that Carvana and XXXX are in dire financial condition due to their corrupt and fraudulent business practices. They seem to be attempting to temporarily hold their companies up financially by refusing to correct fraudulent loan information. Likely because cancelling fraudulent loans and Carvana 's and XXXX  ' improperly close relationship are going to lead to the collapse of both companies. Carvana, XXXX and the credit reporting agencies that allow them to continue this fraud should be investigated. I would be happy if I could just obtain housing without a fraudulent car loan from a corrupt company keeping me and my kids homeless.

Company response to consumer: Closed with explanation