Consumer complaint received 2025-03-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: Carvana Group, LLC
State: CA

Complaint narrative:
In XXXX of XXXX we went through the vehicle purchase steps through Carvana. After creating a pickup plan we drove to XXXX, CA. While waiting in XXXX, CA at the Carvana vending machine location to pick up said vehicle, I had been informed via phone call that the car, a XXXX XXXX XXXX, had the check engine light on, but not to worry as it had been sitting for a while and needed to be driven around for the light to go off. This pushed the day of pick up by a few days. 

Once the car had been received and driven back to our residence, it rained for multiple days. This was three days into purchasing the vehicle. Upon getting into the car, it had been completely soaked from the front sunroof into the seats and flooring. 

The company failed to disclose all information regarding the damage, repairs and campaigns to the vehicle. 

It had damage to the moon roof that was completely cracked throughout the entire top of the car from the front to the back including the side back windows thus letting water into the car. While the car was at the approved repair shop it sat for months while being told that water was still leaking into it and they could not figure out why, while we waited for them to fix it, it was not found out until it had been there for close to three months that the frame of the roof was damaged and could only be repaired by welding materials into/onto the frame to be able to open/ close the sunroof. 

Had we been informed of the vehicles damage, repairs and campaign, we could have returned the car within the allotted time span. Because of your NEGLIGENCE, we were unable to utilize this option. 

After finally getting the vehicle out of the repair shop, the dash reported that the POWER STEERING FAILED. Throughout this time without a vehicle and during our research it was found that XXXX had a " campaign '' for a problem with the power steering rack and pinion. They issued a campaign. 

In the context of vehicle recalls, a " campaign '' refers to a manufacturer 's voluntary action, other than a safety recall, to address a specific issue with a particular group of vehicles, often to enhance customer satisfaction or maintain goodwill, without being legally mandated. 

We were told to take it to any XXXX dealership by their online chat assistance and that it would be repaired via XXXX because it was a problem that would continue to happen even after being repaired ; that it was just that model of the problem but had not been a complete safety recall. When arriving at the XXXX XXXX XXXX dealership, I was informed that because the car had been over XXXX years old it would not be fixed by them, and it would be upwards of XXXX for the diagnostics and did not include the cost of repair, part or/and labor. Had we not been sold a car that was going to continue to have problems throughout the LIFETIME of the vehicle, we would not have run into this. We were then given the information that the problem would continue to happen, and the only option would be to fix it each time. We fixed the vehicle with a local mechanic thinking it would be months before we would have to repair it again. During the short window after the repair, we had the vehicle back in our possession for less than a month when the rack and pinion needed to be repaired again. Each time they cost over XXXX excluding labor. We have repaired the vehicle every 45 days or less for over a year. This vehicle is not safe, should not be driven and should never have been sold to anyone. 

Had we not been sold a vehicle that was unsafe to drive not only with our children and us but ANYONE who could have bought this vehicle. 

Because we had already experienced damage to the vehicle resulting in months of time in the repair shop for a faulty frame, we could have found the problem sooner or even been able to utilize the return policy.

Company response to consumer: Closed with explanation