Consumer complaint received 2020-02-25
Company: Carvana Group, LLC
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I purchased a vehicle from Carvana at the end of XXXX, with a delivery date of mid-XX/XX/XXXX. The delivery was no issue, the loan was easy to receive, and the car was in great condition. The problems arose with the vehicle once I began inquiring where my title and license plates were, as the car came with temporary tags from a different state ( GA ) and they were due to expire on XX/XX/XXXX, When I received my loan from Carvana, the price of the title fee and registration was included in the financed amount, meaning that I could not go to the state of Missouri DMV and turn the papers in myself. Two weeks before the expiration, I called their customer advocate hotline ( the only number that is listed for the company ) and they told me that I would receive tracking the week prior to them being expired. That week came about and still nothing from Carvana. I called almost every day the week prior and still no update on why the car had not been registered or the paperwork had not been submitted. On XX/XX/XXXX, Carvana told me that they had no idea when my title or license plates would be arriving and they provided me with a rental car. After they had submitted the paperwork, it took an hour on the phone with them at the XXXX for them to submit the correct requests. Carvana would also not cover the {$50.00} damages fee and had a difficult time understanding what XXXX needed. The rental was nothing compared to the car that I was making payments on, while not being able to drive it. After I received the rental car, I began calling daily or every other day looking for updates on my plates since they told me that someone would have to be home to sign for the package. Every single customer advocate gave me a different answer, some said oh its in the hands of the DMV so we cant do anything and others said oh they submitted the papers wrong. It is now XX/XX/XXXX and not a single customer service advocate has any idea of where my paperwork is, when my title and license plates will be sent to me, or when I will be able to drive the car that I am making monthly payments on. In addition, the car came with a 100 day warranty, which has been wasted since the car is illegal to operate and has been just sitting in my garage. Carvana will do nothing to stop or pause the warranty or add additional days, even though all of their advertising mentions this great warranty. If I had known that I would be stuck paying for a car that can not be driven due to the companys negligence, I would have never signed a contract or even inquired about my auto loan. This is the fourth week that I will have not driven my vehicle, yet nothing can be done to pause my payments, so I am throwing money away every month on a car loan for a car that cant be driven. The Carvana customer service advocates state that my rental is equivalent to the vehicle that I purchased but I found it hard to believe that a small sedan is equivalent to a XXXX XXXX. I have spoken to customer service advocates that have tried to belittle my complaints and make me feel like I was in the wrong, yet no one can transfer my phone calls to the registration team that they constantly mention or to a manager that may be able to deal with my problems instead of reading from a script.

Company response to consumer: Closed with explanation