Consumer complaint received 2025-09-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Carvana Group, LLC
State: CA

Complaint narrative:
I am submitting this complaint regarding significant and ongoing issues with both Carvana and XXXX in connection with my purchase and financing of a XXXX XXXX XXXX on XX/XX/XXXX. 

At the time of purchase, Carvana did not provide me with the hard copy of my contract as required ; I received it five days later. XXXX, the loan servicer, failed to contact me as promised to explain my financing terms, and the contact information that was transferred over from Carvana was incorrect. Neither my name nor my phone number was correct in their system until I called and corrected it myself nearly a month after the purchase. I asked Carvana & XXXX for proof of contact, no prood of contact shown. Because of these communication errors, I did not receive any welcome calls, emails, or details about my payment structure or rights as a consumer. Consequently, I missed the opportunity to exercise Carvanas advertised 7-day return policy, as I was unaware of many of the contracts provisions during the return window. 

After delivery of the car, I discovered major defects : the driver door panel and the left side of the bumper were improperly installed, and I consistently received alerts that the passenger airbag sensor was malfunctioning. These serious issues were never disclosed to me prior to purchase. It is my understanding that it is illegal under federal and California law to sell a vehicle with unresolved airbag or safety defects without proper disclosure. 

I made multiple attempts to address these problems directly with both Carvana and XXXX. I phoned, emailed, and even offered to bring the vehicle back to Carvanas location so they could inspect the defects themselves and resolve the situation. My requests were routinely ignored or delayed, and neither company provided any substantive assistance or meaningful solution. 
In XX/XX/XXXX, while still trying to resolve the situation, XXXX initiated repossession of my vehicle. I submitted a payment through their app during the repossession process, as their own policy states this would halt the repossession and notify the towing company. Despite this, my car was still repossessed. I was subsequently informed that my payment failed due to insufficient funds, but only after the repossession had already occurred, leading to additional late fees and reinstatement charges. At every stage of this process, I struggled with miscommunication and continued fallout from XXXX and Carvanas failure to use the correct contact information.

Throughout, I have acted in good faith and made every reasonable effort to communicate, reconcile, and resolve these issues directly with both companies. However, my concerns were minimized, deflected, or ignored, and no corrective action was offered.

I am requesting the CFPB carefully review Carvana and XXXX conduct in this case, including their contractual disclosures, servicing obligations, and handling of my communications and loan. I also request that you require both companies to review their protocols, correct their records, provide compensation for my financial and personal loss due to the unsafe vehicle and mismanaged repossession, and rectify any negative credit reporting that resulted from actions outside of my control. 

I am prepared to provide supporting documents, including correspondence, payment records, and photographs, upon request. Thank you for your prompt attention to these serious concerns.

Company response to consumer: Closed with explanation