Consumer complaint received 2025-08-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: Carvana Group, LLC
State: IN

Complaint narrative:
I received a XXXX XXXXXXXX XXXX from CARVANA in XXXX with several defects not listed on the website or present in the pictures, that should have been corrected when found in their supposed XXXX point inspection which they clearly did not do. XXXXne of the problems was one of the doors not opening! I'm pretty sure they'd catch they had they done the inspection. So I informed delivery driver of all these problems when he dropped the car off and he supposedly took pictures of everything and reported back to Carvana. So then I called Carvana about these issues, and they told me I had to talk to XXXX XXXX which is their warranty company. I called the warranty company and they kept telling me to call Carvana and so on and so on and back and forth and back and forth until finally I said I'm not doing this anymore and I made complaints with four different bureaus and agencies and then all of a sudden I started getting calls back and people wanting to help me, when before all they wanted to do was send me to XXXX which is a tire shop, which does not make any of the repairs that were needed on the car. After all this back and forth I finally got them to authorize repairs at a place near me instead of a place that was an hour away that they were trying to get me to take it to to stay " in-network '' before I told them no I shouldn't have to do all that when the car came to me like that. I took the car in to XXXX XXXX abd they had it for over a week and they gave me a rental car during that time. I just got the car back yesterday. They fixed a couple of the things they said they fixed. And a couple of the things they said they fixed were not fixed such as the antifreeze smell. Additionally, Carvana 's website states " This vehicle has been carefully inspected and reconditioned. By not fixing every blemish we are able to pass lower prices on to you. '' However, the vehicle was neither properly inspected and reconditioned nor offered at a fair price. I am being charged {$14000.00} with an interest rate of 24.99 % which brings the total loan amount to {$26000.00}. This is outrageous, considering the vehicles fair market value in excellent condition is approximately {$8400.00} ( XXXX XXXX book ), Carvana 's own website offers only {$5400.00} to buy the same vehicle back in excellent condition when selling information is entered, and I have a cosigner on the loan which should have significantly reduced the interest rate but no reasonable rate was extended. This pricing and financing structure is deceptive and predatory. It grossly overvalues the car and imposes an unconscionable financial burden on me, the buyer, while misrepresenting both the condition and value of the vehicle. I would like a full explanation and breakdown of how this vehicle was priced and financed. I believe the pricing and financing practices surrounding this transaction warrant investigation as potentially deceptive or predatory. I believe this pattern of behavior : overpricing, misleading inspection claim, and failing to give me a reasonable price and interest rate according to the cars ACTUAL and REASONABLE value constitutes deceptive consumer sales practices under Indiana law. I would like a renegotiation of the financing terms to reflect the vehicles actual fair market value and a reasonable interest rate.

Company response to consumer: Closed with explanation