Consumer complaint received 2021-03-15 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: Carvana Group, LLC
State: CA

Complaint narrative:
This in regards complaint filed with the Federal Trade Commission # XXXX. On XX/XX/XXXX I bought a car from carvana and was approved for a XXXX XXXX XXXX with XXXX, XXXX miles purchase price {$18000.00} vin # XXXX on XX/XX/XXXX I received and email requesting more documents to verify my identity. When I called on XX/XX/XXXX and spoke with XXXX customer advocate in the sales department. He advised me that there was a freeze on my credit report with XXXX and I advised him that my hold was temporary removed on XX/XX/XXXX until XX/XX/XXXX and requested to call XXXX with on the line. He then requested for me to hold and went to check for a supervisor. I merged calls with customer advocate XXXX and XXXX representative XXXX who verified that Carvana ran my credit on XX/XX/XXXX and a hard inquiry appeared on my credit report call I lost XXXX and called back and received another customer advocate who transferred me to XXXX he id himself as the Supervisor in the XXXX, AZ location. 

I spoke with XXXX on XX/XX/XXXX at XXXX verified he is in the headquarters location in XXXX , AZ . He advised me that while purchasing XXXX XXXX XXXX XXXX purchase price {$12000.00} on XX/XX/XXXX under my account XXXX. Verified there is no notes from XXXX the supervisor. from our conversation on XX/XX/XXXX. I received and email from him XXXX for any questions. He stated verbatim that my XXXX XXXX was sold while I was purchasing it and offered me the standard XXXX XXXX XXXX. I ten advised him I did not want a standard vehicle. He then advised me all I needed was documents verifying my address. I uploaded with him on the line copies of my verification address and advised I would get other documentation which stated must be a utility bill showing the full complete page. On XXXX XX/XX/XXXX I uploaded a copy of my XXXX XXXX XXXX bill with representative XXXX and repurchased the XXXX XXXX XXXX. We went through the full process and my arrival date was XX/XX/XXXX at XXXX. She advised that a driver would drop the car off and I would sign and complete the rest of documents with him via XXXX. There would be a packet inside the car with complete instructions on how to complete the sale. She advised me I would need insurance and my ID or driver license at the time of drop off. I advised her I did not have any insurance and requested the vin # to complete on the XXXX to purchase insurance. On the morning of XX/XX/XXXX I woke to find that my purchase was cancel with NO REASON and per customer advocate XXXX located in the XXXX, AZ location level 1 representative stated he was working from home and wanted to verify my address and telephone and date of birth. He advised me of thee under writing decision and I then requested a supervisor. He transferred me to a TEAM LEAD who id themselves as " XXXX '' not a SUPERVISOR located at XXXXPST in the XXXX XXXX AZ her headquarters is XXXX XXXX AZ she stated the last customer advocate did not verify me properly and requested my information again. After verification she expressed that she could not disclose to me why my account was denied, and all correspondence must be made in writing. She verified the decision was made XX/XX/XXXX at XXXX. I asked what documentation she was not able to verify she stated she could not disclose that information to me and nothing appeared in my notes to support the decision. She also verified all calls are being monitored for quality assurance. she gave me an address XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX stated there was no email address attached. she then proceeded to tell me she was disconnecting the call and hung up in my face. I have made screenshot 's of all transactions made and completed on for proof and copies of verification requested and provided. I also called on XX/XX/XXXX XXXX PST per XXXX they work off EST and open at XXXX EST but was notified by XXXX at XXXX on the Morning of XX/XX/XXXX that notes verify I requested for a Floor Supervisor not Team Lead to return my call and they do not come into the office until XXXX PST I advised I will return the call at XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation