Consumer complaint received 2024-04-28 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 purchased a car from Carvana. It was delivered to me on XX/XX/XXXX. The delivery person made me sign the paperwork before he would remove the truck from the trailer after removing the car from the trailer. He handed me the keys, shook my hand and he promptly left. I pulled the car into my driveway from the street only to noticed that the windshield has a chip in it, which is cracking, I noticed on the front end of the car. There was major damage to both left the right side and all over the hood. I went into the house to try to get a hold of Carvana. I had them on the phone within 20 minutes of the delivery person leaving and I told him if theres any reason that the delivery person needs to come back they need to call him and get him on the phone. Bring him back to my house. They said that was not necessary. I purchased an extended warranty that covers bumper-to-bumper cosmetic and mechanical issues. the car still covered under the manufacturers warranty and I have a seven day moneyback guarantee where they would fix anything that was reported within the first seven days XXXXXXXX XXXX  is the warranty company they are now telling me that they will not approve any of the charges until they receive additional information from Carvana. Carvana is telling me that they can not send the information that is being requested until I forfeit the right to be able to return or exchange the vehicle this was reported within the XXXX day time frame. It was never reported or mentioned on the ad for the vehicle, and I have proof that they knew about these damages prior to selling the car, Carvana perform 150 inspection on the cars before they delivered they left this paperwork in the car in their own inspection. Their mechanic noticed damage to the hood, both sides left and right not that it needed to be repaired and they did not do it. Carvana will not send XXXX the paperwork that they need to continue to process. The claim XXXX will not process the claim to give me an approval or a denial until they receive the paperwork from Carvana and Carvana will not send the paperwork to Silver rock until I forfeit my rights to return or exchange the vehicle I paid just over {$30000.00} for the car and after I had an estimate done on it as Silver rock and Carvana requested the total comes out to just over {$6800.00} and damages at this point will go further transactions and Carvana wont do anything until I forfeit the rights that are underneath their policy and procedures their policies also state that the car is delivered to any person it will be sanitized washed, waxed and painted if necessary. This was not done. They did not disclose these damages on the ad for the car and they will not tell XXXX to process the claim to them, Carvana also states that you can return a car twice receiving a total of three vehicles, thats their limit of returns and exchanges each time that you would receive an additional seven days moneyback guarantee I have not done any exchanges. I have not returned the vehicle, but Im being told I have to forfeit the right to make a decision on whether not to keep the car or to exchange it, this is my opinion extortion and fraud

Company response to consumer: Closed with explanation