Consumer complaint received 2025-05-22 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Carvana Group, LLC
State: WI

Complaint narrative:
XX/XX/XXXX - My XXXX XXXX XXXX was delivered in the evening around XXXX. The Carvana rep did not let us test drive the vehicle while he was there. 

XX/XX/XXXX - Me and my family test drove the vehicle for a couple hours around town, when the vehicle started to shake, stall, and over heat. These are all transmission failure symptoms. 
- On the same day, we called Carvana to complain about the issues with the car. We asked them to let us return the vehicle because it was extremely unsafe to drive. They agreed to let us start the return process, and told us to shop for the replacement. We chose a new car and scheduled a delivery date a few days ahead. Right before our delivery date, a rep from Carvanas underwriting department called us and cancelled our return/ exchange. He said my earning statements werent valid, after already approving me for a loan and delivering the XXXX XXXX. Nothing on this phone call sounded ethical to me. At that point we were cornered into keeping the faulty vehicle. He said we could no longer swap out the vehicle, and forced us to get service at a local XXXX XXXX XXXX XXXX. The car has been taken to the service center over 5 times in 3 months. Almost every visit concluded with them finding nothing wrong during their inspections. The transmission issue would come and go. I had to recreate the problem and drive the car into the service center while it was failing so they could finally see it. 

They eventually replaced some parts and the bad transmission. 

XX/XX/XXXX - The car started overheating and stalling again right after a brand new transmission was installed. After diagnosis they said our cooling fan needs to be replaced now. 

Throughout the whole time owning the vehicle, we have experienced several transmission related break downs. The car broke down and started stalling and shaking on the interstate XXXX minutes away from home and required a tow truck. On another occasion, the car totally failed on us while parked in the drive way. The car was parked in the driveway for a few minutes and it overheated and completely shut down. The car wouldnt reverse or go into drive. Other times, the car completely lost acceleration and got me into very dangerous situations. I was lucky to avoid a few car accidents that almost happened. I have made all of the loan payments on time, while stuck with a failing vehicle. Their warranty company XXXX XXXX charged us XXXX deductibles of {$100.00}, for repairs. Multiple parts have failed and have been replaced, including the transmission. The car was delivered to me with a bad transmission and other failing parts, but somehow Im getting billed for multiple deductibles of {$100.00} for these repairs. Carvana is committing fraud, and violating my consumer rights. They clearly dont perform a XXXX point inspection. They falsely described my vehicles condition and tried to slap a bandaid on everything. This is hurting my family financially and putting us all in danger. This needs to be resolved the right way immediately.

Company response to consumer: Closed with explanation