Consumer complaint received 2025-07-28 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: MA

Complaint narrative:
I am writing to file a formal complaint against Carvana LLC for a series of deceptive business practices related to the purchase of XXXX vehicles : a XXXX XXXX XXXX and a XXXX XXXX XXXX. My experience with Carvana has been both financially and emotionally distressing, and I am seeking assistance in resolving this matter. 

XXXX. XXXX XXXX XXXX XXXX picking up the vehicle, I immediately discovered exterior damage that had not been disclosed in the advertisement. Additionally, the rear passenger door was stuck and could not be opened from either side. As I drove the vehicle off the lot, it became evident that it was unsafe to drive : the tires visibly shook and there was severe vibration in the car at speeds as low as XXXX mph. The lug nuts appeared to be improperly tightened, further confirming the vehicle 's unsafe condition. 

XXXX. XXXX XXXX Encore Undeterred, I purchased a second vehicle, the XXXX XXXX XXXX. Upon delivery, the car had a strong, lingering odor of old cigarette smoke, which was in direct violation of Carvanas 7-day warranty policy. The warranty explicitly states that if a vehicle is returned with a smoke smell, the warranty would be voidedyet this is how the car was delivered. Additionally, the interior showed clear signs of years of smoking, with nicotine-stained buttons and a sticky residue. 

After driving the vehicle just XXXX miles for an inspection, I was informed that it was undriveable. The car was delivered without coolant and began overheating immediately. Following Carvanas instructions, I had an appointment with a XXXX dealer for an unresolved recall, but the car became undriveable before that could happen. I had to tow the vehicle to the dealership for diagnostic testing, where I was told that I would have to pay a {$350.00} deductible for repairs under the warranty. After a prolonged dispute with XXXX XXXX, Carvanas warranty provider, they agreed to refund the deductible, but when the dealership requested payment, XXXX XXXX refused to pay. As a result, I had to pay {$350.00} out of pocket to retrieve the vehicle. 

XXXX. Further Complications and Breakdown My husband then drove the XXXX to New Hampshire, where it continued to exhibit problems. Within XXXX hours of possession, it overheated and broke down again. The car was towed to another XXXX dealer, and although XXXX XXXX agreed to waive the deductible and pay for a rental, I had to file a claim for reimbursement. Despite being told that the vehicle could be driven with coolant added, it broke down again soon after. 

At this point, I realized that Carvana was attempting to sell me an unsafe, undriveable vehicle, and they continuously hid behind false policies and deflected responsibility. I informed them that the contract was void, as it clearly did not state they would deliver a non-functioning vehicle. Yet, Carvana insisted I honor my end of the agreement, which was both unreasonable and unjust. 

XXXX. XXXX XXXX and XXXX XXXX I had Carvana tow the XXXX back, only for them to repeatedly claim they could not locate the car. Eventually, they acknowledged possession of the vehicle, but despite this, 10 days later, they have not canceled the registration. As a result, I am still unable to cancel my insurance, leading to further financial strain. 

XXXX. Impact on My Family As a XXXX individual receiving XXXX XXXX XXXX XXXX reasons, including XXXX XXXXXXXX, the impact of dealing with Carvanas poor practices has been profound. My husband suffered a XXXX XXXX during our interactions, and my sister was left stranded on a highway with her daughter, both of which are unacceptable and distressing events. 

I am requesting a full refund, as originally promised, and seek your assistance in holding Carvana accountable for their unethical and deceptive practices. Their actions have caused significant financial strain and XXXX XXXX for myself and my family, and I believe it is important for others to be aware of their deceitful business practices. 

Thank you for your attention to this matter. I am happy to provide all supporting documentation, including timelines, emails, and records of communication, upon request.

Company response to consumer: Closed with explanation