Consumer complaint received 2022-02-23
Company: Carvana Group, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Hello, My name is XXXX XXXX, and I am writing on behalf of the horrible experience I had with Carvana. I purchased a car on XX/XX/2021. An hour after the car was left, it started to make a very loud screeching sound. I called early the next day to start the exchange process. Every representative I spoke to informed me of something different. They are all " working from home '' so I was never routed to the correct person and was stuck repeating myself over and over for hours. I was informed by each representative that an exchange would be an easy fix but it was anything but easy. Most of the reps I spoke to informed me that the previous rep. kept poor notes ( if any at all ). Each rep told me something different and I was informed that I could not just work with one person. I was waiting hours on the phone, and this is no exaggeration, unfortunately. 

The system registered the swap as a new sale and they wanted to run my credit all over again ( creating another inquiry ). I told them ( them being about 5 different people ) this was an even swap. Finally, after about 2 hours they said they fixed the issue on their end. The following day, I was told that the delivery date for the new car was unclear because the car " got lost '' during transport. By then, my other contract was cancelled so both deals fell through. After days of this back and forth, I then informed the representative that I didnt want to get a car with carvana at all. I was then told that my income verification was questionable although the representative that completed it called my bank from their line ( not my line ) and verified each deposit down to the penny. At this point, this seemed like a way to drag out the return of this vehicle. If there was a question about my income, why was the car not picked up and the whole sale voided then? 
So now months later, this car has never been picked up. My credit was run again last month to make it look like this sale was recent. The car is now being reported to my credit after months of it falling in the cracks. I believe this error on Carvanas part is now being shuffled to make it look like I am not paying for this car ( that I clearly said I did not want ). The idea that there was fraud with the income verification just allowed Carvana to stop taking my calls. I was vehemently calling to ask them to get the car. 

I kept asking for a DIRECT EMAIL OR NUMBER TO A REAL PERSON, but was deflected each time asking me to send a letter. I sent two letters, and still have not heard back. I am asking for someone to look into this to see the obvious failure on Carvanas part to make this right. I am asking for this car to be taken out of my name and for my credit to be restored, upon an investigation. The car is still waiting to be picked up and has not been driven. I am also reaching out to consumer and federal agencies to rectify this as well as this is now costing me time and money. 


Best, XXXX XXXX XXXX

Company response to consumer: Closed with explanation