Consumer complaint received 2023-10-06
Company: Carvana Group, LLC
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint:
Carvana agreed to buy my XXXX XXXX XXXX for {$16000.00}. They then offer an additional {$920.00} if you trade a vehicle instead of just selling. Therefore, the total was {$17000.00}. I only sold this or traded it in due to my growing family. I needed a larger vehicle for transportation with my grandchildren. I decided to trade in for a XXXX XXXX XXXX XXXX. The price for this XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX miles {$23000.00}. I unfortunately needed a small a loan for remaining difference. I have health problems and had XXXX. I live mostly from XXXX. I would never go into an agreement for a loan at 20.59 % as this is ludicrous for a XXXX person. I applied for a loan through carvana and was accepted for the remaining portion {$6400.00}. THEY Aran my credit ( its listed on my credit report carvana llc ) I owned my XXXX XXXXXXXX XXXX in full. I agreed to {$150.00} a month at 5 % not XXXX # interest. 
I drive to XXXX XXXX as it was the closest drop off and pickup location. And carvana did not deliver to my address. This was XX/XX/XXXX. Main issue is the malicious and deceptive and unethical alterations ( after the week was up ) financing agreement and interest changed unexpectedly in XXXX XXXX. This happened after I repeatedly asked for my XXXX back within 7 day return policy period. I got an email from a totally different entity named XXXX. I had zero information about this XXXX. I later find out they XXXX XXXX XXXX with Carvana. Carvana also was not honest about the condition at sale of this XXXX XXXX If they would have honestly done the XXXX point inspection then Carvana would not have sold it in this condition. Carvana sold me a dangerous vehicle that had a warning light on the return drive home Auto Emergency Braking disabled temporarily In addition, the battery failed. I reported this to carvana and all they did is sorry we dropped the ball they never got back to me about my XXXX XXXX XXXX until a week was up and said too bad and you cant get your XXXX back then I went to change my auto pay information and noticed the 20.59 % and XXXX now was listed on the app. The payment was going to be made earlier than required even and they charged me yhe 20.59 % all along so I actually never got the full amount of the trade in value for my paid of XXXX. Most alarming is the inflated interest was listed erroneously as 20.59 % I never agreed to that and carvana app was showing that I only agreed to 5 or 5.9 % ( the 20.59 % is ridiculous but now they have shattered the contract on so many levels. I paid {$220.00} to fix the dead battery XX/XX/XXXX and I took it locally to my mechanic who is certified and lives close to my home. Carvana was called and they refused to pay but that should have been flagged if they did the XXXX safety inspection. The warning light started on way home XXXX XXXX and the lights and power were dull. The brake warning light can lead to an accident or death. XXXX XXXX was a luxury ride inside and every part was clean and in great shape inside. They failed to even have the XXXX XXXX have car mats. That was another issue but trivial at this point when compared to the surmountable negligence of Carvana. The worse is they bait and switched the contract and never stood by their promises. I worked hard to pay for my XXXX XXXX XXXX and now the interest rate and fees are worse or equal to a pay day loan. I want out of this if they are not willing to uphold the contract. I feel scammed with malicious intent as no one is returning my call, chats or emails other than to write sorry we dropped the ball they repeatedly say someone will call me but no one follows through! I contact XXXX and they say contact carvana. I NEVER AGREED TO DO BUSINESS WITH the company called XXXX!. I would be incompetent to agree to give up a fully paid for ( accident free ) ride of XXXX XXXX for a loan with 20,59 % interest and receive a safety hazard in return. They say they inspected this XXXX fe and they know that is not the truth and CARVANA is negligent in many legal and ethical levels. I feel that this is not an isolated incident. I still have not signed my title off for the XXXX and I dont even have the registration for this XXXXXXXX XXXX I want help getting Justice for myself and other customers who have been scammed by Carvana. I never signed papers for XXXX nor agreed to have my asset basically stolen from underneath me. Please, I pray someone can help who is in a position of power that can make a positive change for consumers like me who are not told the truth and evaded by Carvana until the week is up even though I asked for my vehicle back the next day after driving this XXXX XXXX home.

Company response to consumer: Closed with explanation