Consumer complaint received 2025-10-21 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: IN

Complaint narrative:
Summary of Transaction and Issue with Carvana Prepared for : Executive Resolution Review, Carvana Prepared by : XXXX XXXX Date : XX/XX/XXXX Contact : XXXX | XXXX XXXX. Background and Initial Application On or about XXXX XXXX XXXX, I initiated an online vehicle purchase and financing application through Carvana.

I was approved for credit through Carvanas financing platform following a successful pre-qualification and credit verification process. 

Shortly thereafter, I was contacted by XXXX from Carvanas Executive Resolution Team, who confirmed receipt of my application and advised that the process was moving forward pending income verification.

2. Documentation and Verification Provided In compliance with all requests, I promptly uploaded and submitted the following documentation to verify my identity, residence, and income : Tax returns for years XXXX, XXXX, and XXXX, demonstrating consistent self-employment income. 
Six months of bank statements for XXXX, reflecting regular deposits from my XXXX self-employment income. 
Proof of gross annual income averaging {$80000.00} per year. 
Drivers license, phone number, and address verification. 
Proof of full-coverage insurance purchased directly through Carvanas platform.

Payment of {$4500.00} cash down, which was successfully withdrawn from my bank account and received by Carvana.

These documents collectively confirm a long-standing, verifiable record of consistent income and financial reliability. 



3. Communication and Follow-up After submitting all materials, I continued corresponding with XXXX, who acknowledged receipt and indicated that the verification team was reviewing the income documents. 

Subsequently, I was contacted by XXXX, also from the Executive Resolution Team, who informed me that Carvanas finance verification department was refusing to accept my income on the grounds that it derived from self-employment. 

I was further told that I would need to provide additional income verification by XXXX XXXX XXXX despite having already provided more than sufficient evidence of consistent and legitimate income. 



4. Issue in Dispute Carvanas position refusing to accept my verified self-employment income as qualifying income constitutes a denial based on the source of lawful income, which is : Contrary to the Equal Credit Opportunity Act ( ECOA, 15 U.S.C. 1691 ), which explicitly prohibits creditors from discriminating against applicants based on the source of their income, provided it is lawful and demonstrably stable. 
Potentially inconsistent with Uniform Commercial Code ( UCC ) 2-204, 2-507, and 2-609, which establish that Carvanas acceptance of payment and conduct ( including the {$4500.00} deposit and execution of preliminary agreements ) represents partial performance and acknowledgment of a binding commercial transaction. 

Furthermore, the refusal to recognize legitimate, documented self-employment income is both unreasonable and discriminatory, especially given that the documentation provided meets and exceeds Carvanas own verification requirements.

5. Financial and Procedural Implications Funds Received : Carvana has accepted {$4500.00} in cash down payment, withdrawn directly from my account. 
Insurance Purchased : I have purchased and paid for full coverage insurance through Carvanas platform in good faith reliance on the completion of the transaction.

Loss of Use : The cancellation or obstruction of the vehicle delivery has caused financial inconvenience and potential loss of income opportunity.

6. Legal and Ethical Concerns Carvanas decision raises concerns under the following legal and ethical frameworks : Equal Credit Opportunity Act ( ECOA 701 ( a ) ) : Prohibits discrimination based on the source of lawful income. 
UCC 1-304 ( Good Faith and Fair Dealing ) : Requires all parties in a commercial transaction to act in good faith in performance and enforcement.

UCC 2-204 ( Contract Formation ) : Recognizes mutual assent through conduct, including acceptance of funds.

UCC 2-609 ( Adequate Assurance of Performance ) : Establishes that once a party provides adequate assurance, the other must proceed in good faith.

By accepting payment, verifying documentation, and then attempting to deny financing solely based on income source, Carvana has breached the implied covenant of good faith and may have engaged in unlawful credit discrimination.

Company response to consumer: Closed with explanation