Consumer complaint received 2025-07-03 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: MA

Complaint narrative:
I am filing this complaint to report deceptive and inconsistent business practices by XXXX, particularly related to their vehicle quality, exchange policy, and financing transparency. These issues have resulted in significant financial harm, stress, and a lack of reliable transportation. 

1. Initial Purchase and Unsafe Vehicle In XXXX, I purchased a XXXX XXXX XXXX through XXXX. Within the XXXX return window, I made multiple complaints about the vehicle feeling unsafe, including acceleration and stalling issues. Despite these complaints, XXXX did not resolve the matter. Eventually, the car died in the middle of an intersection, placing me in danger. I attempted to initiate an exchange under their XXXX return policy, which they allowed, but the process became a nightmare. 

2. Exchange Process and Bait-and-Switch Pricing I selected a XXXX XXXX XXXX XXXX XXXX XXXX as my exchange vehicle. The original app listing showed a down payment of {$1300.00} and a shipping fee of {$1800.00}. I agreed to these terms and began the exchange process. 

Shortly after, Carvanas system inexplicably increased the down payment to {$33000.00}, then {$27000.00}, and finally {$9500.00}. I was told this was due to a computer glitch and not my credit or loan profile.

During this time : I was left without a functional vehicle.

I paid {$140.00} out-of-pocket for towing since their policy would only tow the vehicle to a shop.

I was forced to rent a car, incurring more costs.

Carvana later offered to : Reimburse the {$140.00} tow fee. 
Reimburse up to $ XXXX for a rental car for XXXX days. 
Waive future shipping fees and refund my original shipping cost. 

3. Second Attempt : XXXX XXXX XXXX I then attempted to exchange for a XXXX XXXX XXXX Luxury. The original down payment shown was {$8800.00}, with a shipping fee of {$1900.00}. After Carvana waived the shipping fee as part of a goodwill adjustment, the down payment jumped to {$10000.00} again without warning or explanation. This appears to be a pattern of bait-and-switch tactics tied to internal system issues. 

4. System Errors and Lack of Internal Coordination Representatives confirmed technical errors and inconsistencies in my Carvana account. 
Multiple reps, including XXXX and XXXX, acknowledged problems and sent detailed escalations. 
I was assigned a case manager ( XXXX ), but no resolution was reached. 
Carvanas loan servicer ( XXXX ) confirmed that the glitch created a duplicate loan profile, inflating the down payment due to their system treating it as a second loan. 
When trying to resolve this, internal departments could not even cancel the original exchange attempt, leaving me stuck in limbo. 

5. Ongoing Hardship Despite my efforts : I remain without a fully resolved vehicle situation. 
Ive spent extensive time providing screenshots ( XXXX ), documentation, and calls ( including one lasting XXXX hours and XXXX minutes ) to advocate for a fair outcome. 
No clear escalation pathway exists beyond unresponsive team leads. 
I rely on a vehicle for work, childcare, and basic life needs, yet Carvanas disjointed system has put me in a continuous holding pattern.

Requested Resolution : I am asking the CFPB to : Investigate Carvanas inconsistent loan terms and exchange policy practices.

Ensure Carvana honors original down payment quotes. 
Enforce accountability for technical errors that misrepresent financing. 
Prevent further consumer harm from misleading practices and systemic disorganization.

Carvanas treatment of this situation is unacceptable and would not happen at a traditional dealership. They should not be allowed to take advantage of online consumers this way.

Company response to consumer: Closed with explanation