Consumer complaint received 2024-05-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: Carvana Group, LLC
State: PA

Complaint narrative:
On XX/XX/XXXX, I went to the Carvana website to find a replacement vehicle. The application was submitted by me after finding the vehicle. I paid {$2000.00} in downpayment to their lending source, XXXX. Carvana is where I bought my first vehicle. It was a seamless process with no problems. As a matter of fact, both of my parents made purchases from Carvana. As a result, there is familiarity with the process. Upon submitting the necessary documentation, I encountered a problem with my insurance information. My family ( mother, father, brother, and myself ) are all on the same policy. The declaration page displays our names. After removing the damaged XXXX XXXX, the XXXX XXXX XXXX was entered. The XXXX was given a temporary insurance card. The insurance company, XXXX XXXX, has my mother as the policy holder. Regrettably, Carvana was dissatisfied with the insurance information. Once again, they had received a declaration page. The XXXX XXXX 's documentation on the page was the problem. I spoke with numerous representatives at Carvana, but it still was not acceptable. Despite this, a representative tried to sell me Carvana 's car insurance. Yes, Carvana is now in the insurance sales business. Around XXXX EST, I received a text message stating that they had cancelled the deal and that my money ( {$2000.00} ) would be refunded within XXXX business days. 
I attempted to contact Carvana, but they blocked my number. I was able to get in touch with XXXX a Carvana associate, by using my mother 's phone. I explained the situation to her. She was very apologetic. However, she stressed that Carvana would not release my money for several days. I visited XXXX XXXX XXXX XXXX XXXX XXXX XXXX and found that Carvana had received XXXX complaints in a XXXX period. Many have to do with the cancellation of the contract and the holding of the down payment money. 
Carvana 's process creates an atmosphere of fraud and deception. They take funds before full approval and then hold onto any money that should be properly reimbursed. Unethical and unscrupulous business transactions on behalf of Carvana.

While on the phone, another representative could be heard instructing XXXX to give me the standard call center message regarding the refund. Carvana operates under the guise of fraud. It's imperative that they be shut down.

Carvana and their lending entity, XXXX, extract money without full approval of the vehicle. Then, they cancel the loan, and the consumer must wait for reimbursement of the down payment. This hinders an individual 's life and ability to continue to function. They immediately took {$2000.00} from my bank account and now expect me to wait for a refund that will take a minimum of XXXX days. Carvana and XXXX have a history of delaying refunds, as per the XXXX 

Carvana has removed all pertinent information regarding my application and approval to purchase the XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation