Consumer complaint received 2023-03-28
Company: Carvana Group, LLC
State: MA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I bought a car from Carvana XX/XX/XXXX and wired {$4100.00} for down payment and I purchased an auto policy with XXXX the same day XX/XX/XXXX. I was given a delivery date XX/XX/XXXX originally and they texted me false hope all the way up to XX/XX/XXXX morning telling me the car was being delivered XX/XX/XXXX. On XX/XX/XXXX at XXXX I received another text from Carvana saying the delivery was pushed out two weeks now arriving XX/XX/XXXX from XXXX. Meaning I paid a month on my auto policy for no reason because I did not have a car. With all the information they were given me about canceling I decided to hold on to my faith be patient and wait to receive my car on the new date given. 

I received the car XX/XX/XXXX at XXXX. I didnt get to test drive it due to the extremely late delivery and could not thoroughly check out the car because it was dark. The next day XX/XX/XXXX I started driving the car and immediately heard a rattling noise coming from under the hood especially when I stepped on the gas pedal. I called Carvana who then transferred me to XXXX to tell them what I was hearing. XXXX referred me to XXXX in XXXX, MA to get it checked out. I dropped the car off for them to examine the issue and run some diagnostics early Monday morning XX/XX/XXXX. 

XXXX called me and told me that my motor is no good and there was no oil in my car at all and when they pulled the oil dip stick there was metal shavings meaning the Engine needed to be replaced and I needed to bring to an XXXX dealership to have it serviced. I called Carvana and XXXX they said they would pay for the new Engine and that I need to call XXXX for an appt. I called my local XXXX dealership in XXXX and after speaking with the manager he said that XXXX removed the Engine warranty themselves XX/XX/XXXX because its never been serviced and deemed the Engine no good also informing me that it would cost XXXX for a new engine. Manager was confused how I even received the car with this information associated with the VIN # that Carvana most likely knew about. Since the Engine replacement is more than the value of the car Carvana and XXXX cant pay for repair/replacement. 

Carvana advertises a 150 inspection list that they are supposed to perform before any customer gets a car and with the one month delay in delivery from purchase I trusted that to be done but clearly it was not. # 19- # 21 in the inspection list has to do with Engine check with # 21 being *Engine condition ( visual verification of oil change maintenance ) * if that was done then Im sure Carvana would have seen that the car had no oil in it at all and had metal shavings on the dip-stick like XXXX found while examining the car XX/XX/XXXX. # 31 has to do with the Engine as well checking *oil leaks* again if this inspection was done properly they would have seen there was no oil in the car to check for leaks. # 97 has to do with the Engine. # 98 in this inspection list has to do with exactly the problem I had the Engine *Abnormal noise/engine running* if this was done properly Carvana would have heard the rattling noises right away under the hood since it makes the noise as soon as you turn the car on and if it was test driven by them they would have heard the noise worsen when stepping on the gas pedal. Again if this inspection was properly and thoroughly done they would have realized the Engine was not good. # 99 and # 107 has to do with the Engine even the last part of the inspection # 150 has to do with the Engine and still I received a vehicle with a bad Engine that I was able to notice right away the day after delivery and get told within 72hours having the car that the Engine was no good, even though they had it for almost a whole month since I purchased to check. If the history on the car was even checked they would have seen that XXXX themselves deemed the Engine no good and canceled all warranty repairs back in XX/XX/XXXX! Carvana is clearly not checking their cars properly or even at all and just risking families with these unsafe vehicles when we put trust in them when buying!

Company response to consumer: Closed with explanation