Consumer complaint received 2022-01-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: Carvana Group, LLC
State: IN

Complaint narrative:
I purchased/picked up a vehicle ( trade+cash ) on XX/XX/XXXX and took it for a drive. About XXXX minutes after leaving the vending machine, the engine light came on. I immediately went back to the XXXX location and told XXXX, my advocate. He scanned the code and told me he would setup a warranty claim. I called every repair shop that was a reasonable distance from my home to get an appointment. It was the week of XXXX so most appointments were not available the same week or the next. I dropped it off at an in network facility and they told me they dont have anyone that can work on XXXX cars. All of the other repairs shops that I contacted after the first one also told me that they didnt have anyone that would be able to fix the problem. I ended up taking it to a XXXX dealership close by my home and they ran a diagnostic which cost {$200.00} and came back with repairs that need to be made that cost around {$8000.00}. Since they are not in a network repair shop with XXXX, the claims and approval process would be alot longer. The dealership said that they would submit the paperwork to XXXX sometime next week and that if the repairs were approved, it will take about 10 to 12 hours to complete and the truck would need to be left at the dealership for about XXXX days. This puts me at a huge disadvantage because XXXX only offers the option of reimbursement for rentals. The issue that I am having is there was clearly something wrong with the vehicle that according to the dealership CARVANA should have called during their XXXX point inspection. Im going to be without my vehicle for about two weeks, I was driving a vehicle that is having an issue running because it lags at times and you can smell something burning. I didn't feel comfortable driving the vehicle because of the engine issue. I have a terminal illness & didn't a way to get to my appointments while my vehicle was in limbo regarding repairs. 


Fast forward to XX/XX/XXXX, they FINALLY agreed to swap the vehicle out for another one. XXXX ( team lead ) & XXXX ( Swap advocate ) were working with me & not one time did they tell me about an $ XXXX difference in down payment if I went a couple thousand over the price of the damaged vehicle. There was only a $ XXXX difference in the prices. They told me the only thing that would change in the contracts is the vehicle info and the MONTHLY payment and the {$8900.00} would roll over to the XXXX. I zipped through the contracts and setup delivery. The DAY OF DELIVERY and an hour before my time, I was told that I had to go back through underwriting by a different XXXX Carvana dropped off my swap days later with an " I'm sorry '' gift in the front seat. The driver said they should debit the MONTHLY payment in a couple of days. As of today, XX/XX/XXXX, XXXX has no idea what's going on and I can't make a payment, Carvana reps don't call after I have reached out, and I am getting threatening emails & calls about me owing {$7600.00} ( for a total of $ XXXX down ) from XXXX and XXXX. They are blaming me when I have emailed XXXX several times with no answer, got stood up by XXXX who said she would call me at a certain time but didn't. I wouldn't even have this problem had Carvana not sold me a vehicle that had an {$8000.00} engine issue they tried to force me to keep and pay for on my own. Reps from wrong departments shouldn't be talking to me about underwriting of they aren't knowledgeable. Everything is my fault. My dashboard still says my vehicle is out for delivery over a month later. No attempt was made to debit something from my bank. How do you threaten a customer with a terminal illness who's not at fault for your mistakes! I am livid about this!

Company response to consumer: Closed with explanation