Consumer complaint received 2025-09-01 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: TX

Complaint narrative:
We applied to XXXXrvana LLC FOR Financing of a Vehicle we were approved for, to finance through the XXXX XXXX XXXX XXXX terms Set by the company Carvana.

We filled out the Necessary information and uploaded our financial and Insurance and I.D . documents requested. During this process We had to choose to have this Vehicle delivered or if we would pick up the car Ourselves. We Chose to go and pick up the vehicle ourselves. Following all of that We were then asked to pay the {$3.00}, XXXX down payment FOR the vehicle we were told We were approved for on XX/XX/year>. We proceeded to pay the down payment. Following that we were told they just needed to verify our documents and they Scheduled a date We could pick up our vehicle. Soon after paying and submitting, all documents requested we receive a phone Call from a Sales representative at Carvana. We verified our identity and we verified that myself and my husband, who reside in Texas, were The primary and Co-Signer On this vehicle and the ones together, just approved, for this Financing.

After the verification. We are Suddenly informed that in addition to the {$3600.00} down payment they would Also be Charging US a {$29000.00} NONREFUNDABLE VEHICLE DELIVERY FEE. We had chosen to pick up the vehicle ourselves- So we had No expectation of being charged FOR delivery!

Regardless they charged us {$290.00}. Almost Immediately after they Surprise us with this unexpected additional Charge - and Also had Collected a large Down payment they began telling us they now had a problem.Despite us being married and Both our Names on this vehicle Registration and financing, our mutual auto insurance we had just added this vehicle we were told was sold to us onto, and Both of us are self-employed together in our Business, a qualified joint Venture, as our uploaded jointly filed Tax Return provided to them, showed.

We are equal owners and sole investors in, with equal earnings in this business we are both equally responsible for. Our names both listed on the joint business and personal bank account statements We provided- as asked...., they then tell us that their business has created requirements that are contradictory to all other institutions that provide financing to customers, and that we are required to have completely Separate Bank and Business income accounts, and the fact that we are co-owners and have Joint, accounts as any married Business Owners would that are especially also legally married and file a Joint Tax Return as a qualified joint venture pertaining to their XXXX and only business and source of income. This decision not only makes no sense- nowhere was this outlined as a requirement, and certainly no one told us it was a possibility they could use it to reverse their approval and sale of the vehicle, prior to asking us to pay thousands of dollars and set appointments for pick up. We were told absolutely nothing about this decision being potentially reversed at all after our money was taken .. and certainly never warned of, that the company had set standards that are contradictory to the normal circumstances of anyone who is legally married especially. 
Every other Financing we have ever recieved For Other Vehicles, Loans, on anything we qualified for to obtain financing both names being financed had to be shown on the financial documents. No one explained, and they offered no legitimate reason to reverse our qualification Simply because we couldn't Suddenly Seperate ourselves as independent of our CO owned business and legal marriage. 
Joint accounts Joint Ownership and Joint tax Return Jointly financing and approved as primary and cosigner. They instead just Cancelled our Sale - after taking from us {$3600.00} and a {$290.00} Fee for delivery on a Car Never being delivered, this cancellation occured within XXXX hours of Starting the Process. Once cancelled we were told that they would immediately reverse the down payment charge, and they would return this so-called Nonrefundable delivery Fee they took for absolutely nothing but unearned profit. We were told these charges were only entered as temporary holds, so they would be returned immediately. This proved to be another blatant and malicious lie. AFTER XXXX hours, Neither Charge had been returned or reversed .. no initiation at all. 
So we called back- again we were told BOTH, Charges Would be returned in full Within XXXX to XXXX hours of our Call. XXXX days later - still No refunds or Reversals had been initiated. Again we called XXXX time on XX/XX/year>, and again on XX/XX/year>, and asked for a XXXX. Suddenly we are informed they Refuse to reverse the {$3600.00} for XXXX MORE Business Days, and they would not be refunding At all this {$290.00} For " delivery '' charge they took from us after convincing us we had bought a vehicle.Despite XXXX other representatives, promising both would be refunded, immediately .We live paycheck to paycheck- we can not afford to have lost money and have no way to purchase a vehicle elsewhere we desperately needed, For reasons that made no sense, made up and undisclosed standards they decided to implement, there was no reason to have decided to reverse our approval, cancel our sale and definitely no reason to have taken money from us under false pretences, and certainly No reason to maliciously hold all our hard earned payments made by us in good faith, for an excessive amount of time and definitely no reason to Keep an unexplained {$290.00} Change for a service of unprovided delivery they never even had an opportunity to apply to a sale or vehicle at all.We believe we were falsely led to believe they intended to sell us this Vehicle to Coax us into paying large down payments and giving them an opportunity to take a XXXX Fee for unprovided services they Never had any cause to collect or obtain at all if the possibility of rejecting the Sale and Financing Still remained. We believe they are luring customers into a false approval and financing for their vehicles just to collect this fee from everyone who is told they are qualified and approved- and then rejecting them for the Sale, by requiring them to adhere to standards and practices they have not disclosed. 
Nonsensical standards and unreasonable circumstances the company has designed to make it Very easy to reject most perfectly qualified customers, in every way requested and shown to be required.... and they make {$290.00}, for absolutely nothing provided to the Customer. They are taking this money From every applicant they promise financing to - before they have actually even started the process, unbeknownst to the customer. This seems to me to be the definition of malicious and deceptive Practices, targeting people Specifically to garner {$290.00} from each one, without providing Any service of any sort, That's tantamount to theft. As of today XX/XX/XXXX XXXX No attempts have been made by Carvana to Our Financial institution to return or reverse Any of the {$3600.00} .00 or {$290.00} they took from us without Cause.

Company response to consumer: Closed with explanation