Consumer complaint received 2025-11-21 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: NC

Complaint narrative:
In summary, both vehicles ( XXXX and XXXX XXXX XXXXmost recent ) that were purchased failed inspection and was diagnosed as needing a transmission before delivery. 

XXXX XXXX XXXX This was the first vehicle that I purchased. On the first delivery day we received an email stating that there was a delay in the delivery and stated that they found a issue upon delivery. After a couple of attempts of asking what the cause was, we didn't get a response until the delivery guy showed up with the vehicle days later. Then we had to ask what caused the delay. The delivery guy stated that a alternator needed replacement. I drove the vehicle for a day and noticed that the tires were bad and the brakes and rotors were scrubbing and squealing. This was repaired by XXXX through the warranty. A few days later I received a warning in the vehicle to pull over as soon as possible due to a mechanical issue. Took it to the shop and found out that not only the incorrect alternator was installed in the vehicle by Carvana but one that didn't meet the standards of the vehicle. Fast forward I was leaving out of my neighborhood when the vehicle would no longer produce power when pressing the gas. Had it towed to one of Carvana 's recommended facilities but was told that it was a transmission issue and the vehicle needed to go to a XXXX dealership. The XXXX dealership ran a diagnostic and found out that the transmission needed replacement. After over a week of XXXX ( warranty company ) going back and forth with the XXXX XXXX because they wanted XXXX to install a refurbished transmission in the vehicle and XXXX would only install a brand new XXXX transmission in their repairs, I received an email from Carvana ( after speaking with them several times in between ) stating that due to the issue, they would recommend that we choose a replacement vehicle in which we agreed to. During the time of not having a vehicle ( because we traded in our XXXX XXXX XXXX during this purchase ), we had a rental vehicle from XXXX XXXX XXXX XXXX that we paid for out of pocket and was told to fill out a reimbursement form once we returned the vehicle. 

XXXX XXXX XXXX XXXX This was the replacement vehicle that I chose and was supposed to be delivered today XX/XX/XXXX. I get a phone call at XXXX today saying that there would be a delay in my delivery due to a engine light and transmission failure in the vehicle. One of the executive members called me back and discussed options of picking out another vehicle but I stated that at this point I no longer had trust in Carvana and did not want to move forward. I requested a refund for all of the inconvenience, mental issues and stress this whole process has caused. I was told that I would still have to select another vehicle and once the vehicle arrives, I could exercise the 7-Day money back guarantee. I was also told that due to having a negative equity ( {$2500.00} ) on my trade in vehicle ( XXXX XXXX XXXX ), I would be forced to pay out of pocket the negative equity since my car had already been paid off and sold. So this is where I am in the process and will take the next steps legally if this doesn't get resolved.

Company response to consumer: Closed with explanation