Consumer complaint received 2022-02-18
Company: Carvana Group, LLC
State: CA
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:
Good Day! 

I am reaching out to you all because I have been in a cat and mouse game with Carvana for almost two months now in regards to a vehicle I purchased through their company. The car is a white XXXX XXXX XXXX XXXX and I have had it since XX/XX/XXXX. In mid-XXXX this year, my cars battery died ( electric vehicles use a high voltage battery in place of an engine ). I had my vehicle towed to XXXX and they ultimately concurred that they would not change the battery because the vehicle had an XXXX warranty and I just happened to be one month out of it ( which doesnt seem like too long, but that is another issue ). 

I reached out to Carvana for help on this since it seems very odd for me to have had a car for less than a year and it is needing a new high voltage battery. Every advocate I spoke with which has been at least XXXX from the notes I have taken since last month, has sympathized with me and has aimed to help me. The issue comes that my ticket notes were constantly unorganized and I would have to spend time explaining over and over again my situation. In one instance, an advocate even told me that my ticket was marked as closed ; meaning if I had not called back, no one would have been actively looking at my case. I have asked to speak with a supervisor on three separate iterations ( the most recent being this Tuesday and I was told Id receive a callback within 24-48 hours and I have not, hence why I am filing this complaint ). 

XXXX, the first advocate I spoke with, informed me that the vehicle had had a previous battery issue ( which I had not known about ) and that it should be Carvanas responsibility to correct my current issues. When I called back after I hadnt received the call I was promised, the next associate ( XXXX XXXX mentioned a process called a delayed backout ( I believe ) in which I would be assisted with getting a new vehicle since the cost of a new high voltage battery costs more than the loan amount I have on the vehicle. Again, these options were offered to me not vice versa. I vigilantly called and reached out to Carvana with no updates, because my case was not being attended to properly. 

I also have been spending money on XXXX to commute since I do not have my vehicle, which in the state of California adds up. I was originally told that I would not receive reimbursement because my vehicle wasnt being repaired since SilverRock ( my warranty through Carvana ) did not approve the repairs but, after explaining how this has impacted my livelihood I was told I would receive reimbursement overnight. It took me a week and a Half to confirm I would be receiving the check because I was constantly receiving inconsistent information about whether the check was approved and when it would go out. All and all, I received the check earlier this week. My point, though, is that is a temporary fix to a long-term problem I am facing. A {$250.00} check, while I am grateful, does not substitute the fact that I do not have my vehicle and have had to utilize my money meant for other bills to work around this inconvenience. I can not even rent a car under warranty since the vehicle is not being repaired, thus more money Id have to spend out of pocket. 

I was told that I did not have any options since all of a sudden I no longer had the option to have the car repaired, to receive a new vehicle, or the ability to sell the car back to Carvana since it is not drivable. Please make no mistake, I am extremely grateful for all the help and sympathy I have received thus far, but the inability to speak to a supervisor who has the actual say on this has been quite frustrating. I constantly find myself apologizing to the advocates I talk to because I am frustrated and do not want them to think it is towards whoever it is on that given day. But, if you were in my shoes, would you not be frustrated? 

Please let me know what additional information might be helpful for you all in working on this. Thank you!

Company response to consumer: Closed with explanation