Consumer complaint received 2025-06-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with a trade-in
Company: Carvana Group, LLC
State: TX

Complaint narrative:
Dear Credit Bureau Representative, I am writing to formally dispute what I consider to be fraudulent and unethical charges related to a transaction involving XXXX. This situation has resulted in significant financial and emotional distress for me, and I am requesting that this matter be reviewed and investigated thoroughly. 

On XX/XX/year>, I traded in my XXXXXXXX XXXX XXXX through XXXX and purchased a XXXXXXXX XXXX XXXX  due to the growing needs of my household, which includes four people. I paid a {$15000.00} delivery fee as part of this transaction. Upon receiving the new vehicle, I was appalled by its condition and the complete disregard for the quality I was promised. 

The XXXX XXXX XXXX arrived with the following major issues : A cracked front windshield, with two noticeable cracks and a long fracture across the glass. 
A filthy and scratched exterior. 
A disgusting interior that reeked of rotting bananas. 
A rear center seatbelt that was almost impossible to latch due to caked-in filth and crust. 

Although XXXX partners with XXXX for cosmetic repairs, I was referred to XXXX for the windshield replacement. However, only a basic, non-original glass is being approved, and I am required to pay a {$250.00} deductible despite the fact that XXXX delivered the vehicle in this unacceptable condition and did not disclose any damage beforehand. 

What makes this even more unacceptable is that XXXX refuses to cover the cost of the original glass, and will only approve an off-market replacement. This {$250.00} deductible could easily be covered by XXXX possibly even using a portion of the {$1500.00} delivery fee I paid unjustly, given the poor state of the vehicle delivered. 

To make matters worse, XXXX is also trying to charge me over a {$1000.00} negative equity on the XXXX XXXX XXXX I traded in a car that was in excellent condition, with only XXXX miles, clean, and overall an outstanding vehicle. Honestly, if I had the chance, I would take that car back and return this XXXX XXXX which absolutely does not meet my expectations. 

How are you going to charge me over {$1000.00} in negative equity after handing me a car that is rotten, scratched, cracked, and quite frankly, a piece of junk in every sense of the word? And in return, I gave you a car in EXCELLENT yes, in capital letters EXCELLENT condition. This is something that makes no sense, its completely unreasonable, and it should raise serious red flags. 

Additionally, the cost of a full interior detailing ( which should have never been necessary ) is only being covered because I insisted. But the bigger concern here is the windshield, which poses a serious safety risk, and yet XXXX refuses to take full responsibility. 

Given the severity of the issues, I am formally demanding the return of the {$1500.00} delivery fee, which I believe is a fair and justified resolution. The condition in which the car was delivered was not only misrepresented, but also borderline fraudulent, as XXXX profited from a transaction while delivering substandard goods. 

I view this as a form of theft taking money while failing to meet the promised standard of service and product quality. 

Please investigate this matter and flag XXXX actions on my credit report if necessary, as I believe this situation reflects serious unethical business conduct that affects consumers like myself. Attached you will find supporting documentation, including photos, service reports, and communication records. 

I expect this matter to be resolved promptly. Thank you for your time and attention. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation