Consumer complaint received 2024-03-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: Carvana Group, LLC
State: KY

Complaint narrative:
INFORMATION. I had no clue where to make payments, had no registration because the guy never gave it to me and no way of following up on anything. The original lady told me to hold off on paying or changing anything until they review the case to make sure i was paying for the actual car i had. I sent a message to Carvana letting them know I knew people who worked for XXXX XXXX, my attorney General and also had contacted an incredible criminal and civil attorney, I had also filed a report with you related to the police officer urging me to do so. The next night after XXXX my car was removed from my driveway. I still had no registration, no clue who to pay, no clue if I had the right car.. nothing. Carvana told me they had no recollection of the car being taken, they didn't take the car. I first heard of XXXX at that time and set up an account and called them. They told me per their notes, it was Carvana who called them to take the car and not offer a release. I was not even at a 60 day mark on the car and still had no registration to go get belongings from the car. My daughter is a hairstylist and had XXXXXXXX XXXX in shears in the car, XXXX sunglasses and her work bag containing expensive hair equipment. We couldn't go get it because I didn't have registration or anything!!! All of this is unacceptable. It left me, a XXXX XXXX, in emotional and financial distress. It left my daughter in the same situation who is a high end XXXX  No apology or explanation has ever been given, I would get hung up on every time and told I was not on the account. The officer even wrote the information I sent matched the vehicle they were instructed to tow away. I deserve an apology, I want the car purchase off my credit and to be done with Carvana. If they don't agree to this, XXXX XXXX special investigations team is ready to step in, my attorney is filing a criminal suit ( well 3 different ones for theft by deception, identity theft and harrassment ) and a civil suit to include all of the expenses endured with the purchase of the vehicle, the expense of me taking an uber to and from work, the emotional trauma caused by me riding an XXXX at XXXX and having a car stolen from my driveway ( they didn't even list the towing company name when they called the repo in to XXXX which is legally what they need to do ), my daughters financial and emotional expense and the expense of the initial purchase of her new car I just got her. They can choose which route but I will need an answer within a week before calling XXXX. I thank you for assisting me in this matter and working to resolve such a tragic experience for me and my daughter. It is absolutely appalling that XXXX people within this time have told me personal stories of Carvana selling them stolen cars and not fixing the problem and that Carvana had a tesla that was responsible for a near catastrophic semi truck accident on XXXX XXXX  a little over a week ago. The tesla just stopped on the freeway without any heads up, the owner is looking into the car being reported stolen as the reason for the cars engine being completely XXXX. This has got to stop. They can't keep getting away with this. I beg you to assist me with holding them accountable for their actions. Thank you. XXXX XXXX

Company response to consumer: Closed with explanation