Consumer complaint received 2022-08-02
Company: Carvana Group, LLC
State: IN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
I started a purchase with Carvana in XXXX XXXX XXXX, after I received my pre-approval information that month, I setup for my XXXX XXXXXXXX XXXX to be delivered to me, this was submitted on XX/XX/XXXX, I signed documents for the vehicle prior to the vehicle being delivered. The vehicle was delivered to me on XX/XX/XXXX, with the idea that if I did not like the vehicle for any reason I could swap it- no problem nice and easy. The next day I decided I would like to swap the vehicle for a different one. The vehicle was supposed to be delivered XX/XX/XXXX, after going all day and not hearing anything from them I checked the delivery- it had been cancelled, with no call or explanation. I called Carvana and spoke with them, they told me they weren't sure why this happened but it was unacceptable and they would be looking into it and calling me back. After a week of them not calling me back, I called them, as nothing was appearing on my Carvana dashboard. Carvana told me then I could still swap the vehicle, when I tried to they did not hold my financing terms, even though it was their mess up. Since this was the case I moved on and decided to keep the XXXX XXXX. There were still issues when my mechanic tried to call to put in their claim for repairing the rear brakes on the vehicle, Carvana told them the vehicle had been returned and wasn't owned by anyone. Once my mechanic told me this, I called Carvana. Carvana told me that my contracts had been cancelled out on the XXXX when the swap was cancelled, and that they had to rebuild my contracts- which would take 2-3 weeks. I was told I would hear from a case manager within a couple of days, I didn't get a call back from the case manager for weeks, around the third week of XXXX the case manager called me and left a voicemail. I called Carvana again to check on my contracts, and spoke with someone else in the department who was in leadership, he told me that they would get it fixed right away, and work on the contracts. Now today, XX/XX/XXXX, I have received an email stating that if it has been more than 45 days from my date of purchase that they will run my credit again and change my terms based on this. Which is absurd considering this entire situation. Mind you they also went ahead and ran my credit anyways, prior to that email, and without my authorization, which I received two emails earlier today that alerted me of that. In the entire time I had phone calls with them, no one said that my credit would be ran or my terms would be changed, because that makes no sense to do to someone. Now at this point my terms will change, and will reflect the multiple credit inquiries that I've had from Carvana and other things I have done. This should be an illegal practice, not only did I get told everything would be easy, but after they messed it up they have made no efforts to make it right and now my credit worthiness is going to take a massive hit and my terms are going to be outrageous.

Company response to consumer: Closed with explanation