Consumer complaint received 2024-05-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with additional add-on products or services purchased with the loan
Company: Carvana Group, LLC
State: SC

Complaint narrative:
I selected a car to buy from Carvana on XX/XX/XXXX. A pop up asked if I would agree to pay to ship the car, which usually is free but in this case they wanted {$1900.00}. I agreed to this fee, which is nonrefundable if you return the car under their XXXX day guarantee. I checked with the Carvana team and they said they would still refund the shipping if the car had to be returned due to severe damage in transit etc. The shipping agreement states in short that consideration for the fee is that Carvana is shipping my vehicle, and the fee will be put toward my purchase. This sounded to me like the shipping would be charged when I purchased the car, and the cost would offset my purchase price, which made sense because at Carvana shipping is always free has been their tagline for years. 

Carvana initially blocked me from using my own financing on XXXX XXXX ( XXXX XXXX and then my own credit union ), and funneled me into using their financing on XXXX XXXX. I could not read their loan XXXX for the first XXXX days but only skip from XXXX sig block to the next in my XXXX XXXX on my XXXX. On XXXX XXXX I finally got it open in XXXX. It was unusually onesided, including that I agreed that I would be in an incurable default if they felt that I might not be able to make a future payment, even though my payments had all been made on time, I agreed they could accelerate the loan and demand full immediate repayment at any time. They also laid out a couple of missed payment repossession scenarios but nowhere in the contract told me where to send payments. 

The agreement also seemed to set up refinancing prepayment charges under XXXX XXXX XXXX XXXX called credit service charges while still being able to claim they are not charging prepayment penalties. XXXX XXXX. I looked it up after they noted opting into XXXX XXXX. And after they confusingly went from XXXX XXXX  finance charge in the XXXX XXXX to XXXX XXXX annual credit service charge right under the XXXX XXXX, while also claiming no prepayment penalties but also choosing XXXX XXXX XXXX. WHY? Maybe I am wrong and misreading it. Or maybe they are planning to charge me XXXX XXXX refinance prepayment service charge if I try to refinance out of this horrible contract. I cant tell! Why else choose XXXX XXXX XXXX? Which prohibits that other where I agree they can accelerate and repossess if they get a bad vibe without ever missing any payments. 

I signed this terrible loan on XXXX XXXX under duress after I learned they had taken {$2000.00} out of my bank account for shipping already, before I purchased ANYTHING, on XXXX XXXX when I planned to finance with preapproved funds from XXXX XXXX  or my credit union. But then I looked up XXXX XXXX XXXX XXXX XXXX maybe blocking refinancing of XXXX terrible loan due to a refinancing credit service charge equal to the annual percentage rate, and rescinded the loan agreement that was post dated to XX/XX/XXXX by them anyway. They immediately agreed to refund my shipping fee and again in numerous chat follow ups, and I took screenshots. They never refunded me my shipping. 

No company gets to charge shipping to people eyeballing their website but not yet purchasing the product, even if they agree to pay when they do buy it. If they buy it. Carvana stole my money and extorted me into signing an extortionate loan because they had taken {$2000.00} from me they werent going to return. And ON THE SAME DATE, XXXX XXXX, that they took {$1900.00} from me for shipping, while blocking my XXXX XXXX financing, Carvana wrote a letter declining me credit that they had but did not yet give me. So they also took my {$1900.00} shipping planning to never ship this car to me. The loan of XXXX XXXX with extortionate terms seems now a rouse to keep the XXXX XXXX fee, or maybe a contract setting me up to repossess the car easily. They took {$1900.00} for shipping before making a sale, and promised to refund without intending to refund, or ever refunding. And of course this prevents me from using the funds to buy a car anywhere else now and they wont finance me, and Im a XXXXXXXX XXXX with no vehicle to get to my XXXX  treatments.

Company response to consumer: Closed with explanation