Consumer complaint received 2024-01-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: Carvana Group, LLC
State: MI

Complaint narrative:
I called Carvana today about my registration for my car I purchased from them in XXXX. By MI XXXX, they have 15  days from the " date of delivery '' to the customer to file for registration in my name with the Secretary of State in the state of Michigan. They claim that date started after the " 7 day return period window '' making XX/XX/XXXX the start of my 15 day registration allowance with the state of MI. However, Michigan law does not specify they get an additional 7 days to wait to fulfill the 15 days. So this is direct conflict with the state of Michigan law about registration application. Their return policy can not trump Michigan state law! 

It was brought to my attention that Carvana has done customers so dirty with registration in the state of Michigan that they got BANNED from having a physical location in Michigan for XXXX YEARS over this exact issue. I checked by logging into my account on the Secretary of State 's website, to see if there was anything registered to me, or showed being in the process of being registered to me for the XXXX I bought through my name, the state of MI and there was nothing! So they have not followed MI law! 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Also, when I asked them to provide me with proof that they actually filed the application for registration for my XXXX I had delivered to me in XXXX they refused to, or any proof from whatever company is acquiring my registration on my behalf. I do not even know the name of the company who is registering my vehicle and demand to know all of this information now along with proof they have filed for application for the registration of my car in the state of Michigan through the Secretary of State. They instead sent me a weird email which I will attach saying have my lawyer contact their legal dept. I do not have a lawyer and so this is not what I asked for. The male customer service rep on the phone talked over me constantly, lied, and was rude and refused to send me any proof on the status of my application for registration in the state of MI. So there is none. 

THIS IS ILLEGAL and exactly the reason Carvana for in trouble with the state of Michigan. They got banned from having a physical location, violated probation and got put back on probation over exactly his issue among numerous others for failing to register cars within the timeframe of Michigan law. 

If a company is on the up and up like XXXX was, when I financed and got registration for a XXXX, Carvana would not make everything so shady and lack transparency, the first sign of trouble! I regret ever doing business with Carvana since I discovered the mess in the state of Michigan with registering cars from buyers. SHAMEFUL! They should be forced to tell every single customer about this in Michigan so we can run away if we so choose from doing business with a company so badly performing in the state of MI they were banned from even having a physical location! To juxtapose how quickly I received my registration and license plate when I got my XXXX, it was under XXXX weeks total. 

Where is my registration? Nothing has changed in the " check the status portion of the Carvana app for my registration in WEEKS now.

Here is a relevant passage about what happened to Carvana in Michigan : " The Michigan Department of State said Carvanas license was suspended for multiple violations of the Michigan XXXX XXXX, including failing to make application for title and registration within 15 days of delivery, failing to maintain odometer records, improperly issuing temporary registrations and failing to have records available for inspection, among other violations. 

The state said the issues at hand date to at least XXXX XXXX Carvana entered an XXXX  probation with the state in XXXX XXXX  followed by a six-month probation extension reached in XXXX XXXX. Since then, the department said, it has received additional titling complaints from consumers, which led to the current actions. '' AND after this they broke the law again : " But the state said the dealership violated the probation agreement, so the state held a second preliminary conference with multiple Carvana representatives in XXXX. The state department continued to work with Carvana on compliance and on XXXX XXXX, Carvana representatives signed a six-month probation extension with a {$5000.00} administrative fine and admission of several more violations of the states code. 

But state officials received several complaints from consumers even after the probation extension, it said. So the state conducted another investigation that led to the current violations and suspension. '' " Failing to make application for title and registration within 15 days of delivery for XXXX customers since agreeing to an earlier probation extension. 
Committing fraud in connection with selling or otherwise dealing in vehicles where Carvana employees admitted to destroying title applications and all applicable documents pertaining to the sale of XXXX vehicles that were sold to customers and Carvana took the vehicles back. 
Failing to maintain odometer records. 
Improperly issuing temporary registrations. 
Failing to have records available for inspection during reasonable or established business hours. 
Possessing improper odometer disclosure records on which the odometer disclosure had been signed on behalf of the car buyer. 
Violating terms of a probation agreement XXXX times. 

Thus, on XXXX XXXX XXXX Michigan suspended Carvanas license and initially blocked it from selling vehicles to the states residents from its vending machine near XXXX. '' AND " XXXX XXXX admits to violating Chapter II of the Michigan Vehicle Code ( Code ) and/or violating the Michigan XXXX XXXX, Bureau of Automotive Regulation Rules as listed below : 1. Violating a probation agreement. [ MCL 257.249 ( b ) ] 2. Improper use of temporary registration. [ MCL 257.256 and MCL 257.226a ( 1 ) ] 3. Records not available for inspection during reasonable or established business hours. [ MCL 257.251 ( 5 ) ] 4. Failure to make application for title and registration in purchasers name within 15 days of delivery. [ MCL 257.217 ( 4 ) ] 5. Failure to have properly assigned certificate of title in immediate possession. [ MCL 257.235 ( 1 ) ] 6. Failure to maintain odometer disclosure records. [ MCL 257.233a ( 3 ) ] The Agreement goes on to note that Carvana will not be able to sell a vehicle from a physical location in Michigan for a period of three years. After that time, Carvana will be able to apply for another dealer license. From the agreement : '' So I demand they show proof to me and the state of Michigan, exactly because of their disgusting track record of violating law specifically concerning registration and title for consumers in MI ) and prove to me now they have applied for registration in my name within the legal mandate of 15 days. If not, I will call the Attorney General 's office with proof they have not filed in my name and begin a lawsuit.

I want to end with this excerpt from the actions the state of MI took against Carvana : " The retailer says that it has new practices to ensure that it adheres to Michigan law. Thus, Carvanas fight with Michigan has come to a close, but the state will still be watching in case violations occur again. '' So since the state is watching, I will help them out with reporting that I have no proof Carvana followed Michigan law and filed for registration in my name through the Secretary of State ( We do not have a XXXX here ) and show me this immediately so I am not left without registration and the inability to drive my car come XXXX, because they drag their feet to do what the law requires. If they have not even filed yet, they are in violation of MI law right now and I can ask the state of MI to see for themselves if Carvana or their agent acting on their behalf has in fact filed for application for registration in my name within the 15 day window. 

So do you think I have ANY confidence I will EVER RECEIVE XXXX LICENSE PLATE OR REGISTRATION NOW? I DO NOT. 

A reputable company would work quickly to provide proof they applied for registration in my name within the 15 days required by Michigan law from date of delivery. They would be transparent in their actions. Let us see if this happens or I have to sue them, and ask the state of MI to go after them again for failure to apply to register the vehicle in my name.

Company response to consumer: Closed with explanation