Consumer complaint received 2026-03-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Carvana Group, LLC
State: NC

Complaint narrative:
XXXX On XX/XX/XXXX I received my car from XXXX, and was ecstatic. I trusted the XXXX inspection and the XXXX, all of which I have screenshots of. I picked the car up from the XXXX dispenser system, and drove the car from XXXX to XXXX, NC. Upon driving the car in suburban traffic as opposed to the highway ( mind you, Ive literally only had this car for a solid XXXX hours ), it started jerking when I stopped at stoplights or stop signs. I thought that was weird, but I also thought that it might be an automatic starter that my car has as a feature ( upon research, my car, in fact, does not have the automatic starter as a feature ). I stopped for lunch in XXXX, NC. Came back to the car, and the check engine light came on. I went home and took a nap as I was exhausted from traveling all day, and decided once I woke up from my nap, I would try and figure out what was wrong. My friend needed picked up at the airport, so I thought that would be a good time to see how the car was driving and see if there was actually something wrong with the car. I drove from XXXX, NC to XXXX, NC and then dropped my friend off where her car was ( XXXX XXXX, NC ). I was pulling into a parking space and reversed to adjust. When putting my car back into drive from reverse, the whole car stalled, lights flashing and everything. I turned the car off and then back on again, and everything was fine. After that, I was absolutely freaked out, so I drove to XXXX, where they noted the code was a XXXX and XXXX. Upon entering the autozones parking lot, the car stalled again. When I left the autozone parking lot and was driving, the car stalled a XXXX time. At that point, I felt unsafe driving. I immediately reported this to carvana and looked at their in-network mechanics, deciding to take it to XXXX XXXX XXXX XXXX XXXX XXXX I made an appointment to take it to them the next morning. I take it to them XX/XX/XXXX. They had my car until XX/XX/XXXX. They told me that my airbox was not connected, I needed a whole new throttle body, AND they had to replace the mass airflow sensor. That totaled around {$700.00}, including labor/service charges. XXXX I drive the car back to my work, as I had picked it up on my lunch break. Literally driving back from work at XXXX PM and the check engine light comes on again. I havent had the car for longer than XXXX minutes. Immediately, I call the mechanic and he tells me to bring it in the next day. I take it in XX/XX/XXXX, and he says the code was showing that the purge valve was disconnected, my friend had reconnected it when he looked at it XX/XX/XXXX. So I was relieved. I drove around a lot that night, as I only had until tomorrow to decide if I wanted to keep the car or not ( this did not make sense to me, as I only had driven the car for not even a full day ). That Sunday, XX/XX/XXXX, I go to church and after church I get in my car, and the check engine light comes on AGAIN. I head to my cousins house, absolutely distraught and unsure what to do. I check under the hood to make sure the purge valve did not get disconnected again, it was still connected, so I knew it had to be something else. I head back from my cousins house and call Carvana to see if I can advocate for myself to get an extension on the XXXX money back guarantee period. They said no and that I have XXXX hours to make the decision on if I want to keep my car. To me, this is a life-altering decision. I need my car to get me to and from my work AND I need it during the work day. My job consists of teaching classes at off-site locations as well as traveling to outreaches. I need this car to work, I just do. I go to autozone to see if it would be worth it to keep the car or to exchange it for something else. I go to autozone and they say that it is the EGR valve. I call XXXX of my mechanic friends for advice and he came to XXXX to look over the car as well, but by the time everything was finished, the time to decide if I wanted to keep the car was already over, so I was pretty much stuck with the car. The next day, I go and take the car to the mechanic and it is there from XXXX. The total for this cam XXXX I drive the car off the lot and immediately start to hear weird noises and just odd functional things in general. My friend suggested to drive it for a week, as it might be the change in weather, so I agreed and drove it around for a week. The noises were still happening, so I call the mechanic ( XX/XX/XXXX ) and they tell me to bring it in. All of these things were reported to Carvana. I brought the car in XX/XX/XXXX, as I needed the car for transportation. They call me XX/XX/XXXX to discuss the car issues and I let them know what I was experiencing again. They told me they would call me back. I call them on XX/XX/XXXX for an update, and they told me it was the transmission and they are waiting on approval. They call me XX/XX/XXXX to say that they finally have an approval from the warranty company and are waiting for the transmission to be fixed. It is now XX/XX/XXXX and I have not heard anything from the mechanic, this is not their fault, as I know they are doing their job, but it just goes to show that I have literally been without a car for over XXXX weeks. A transmission from autozone for the car that I have can cost anywhere between $ XXXX {$5000.00}. The days in total that I have been without the car are XXXX days. This has placed extreme financial and emotional distress over my life and my career. I had to resign from my position because of the fact that I do not have reliable transportation. I do have communications with my previous supervisor proving this. I have communicated this to Carvana with not very much help. I have communicated this with the State Attorney General, and they sent me what Carvana sent to them in an email, a lot of which are false dates/statements that they have made and I have communications to prove that as well. These communications, the letter that Carvana sent to the State Attorney General, and my communications with them, are attached in the documents below. I would like to note that the loan account number is through XXXX, which is Carvana 's loan provider that they use.

Company response to consumer: Closed with explanation