Consumer complaint received 2026-04-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Carvana Group, LLC
State: NY

Complaint narrative:
Complaint 1 : Carvana Company name to enter : Carvana, LLC Product/Issue category to select : Vehicle loan or lease Problems with the purchase of your car Complaint narrative : On XX/XX/XXXX, I purchased a XXXX XXXX XXXX XXXX ( VIN : XXXX ) from Carvana in XXXX, XXXX. Financing was arranged through XXXX. At no point during the sale did Carvana inform me that the vehicle title had not been cleared from the previous owner, XXXX XXXX. Carvana also failed to provide the standard vehicle details packet that is typically delivered with the vehicle at the time of sale. The absence of this packet meant I had no documentation of the transaction from the moment of purchase. I made loan payments to XXXX from XX/XX/XXXX onward without any knowledge of a title defect. In XXXX, when I attempted to sell the vehicle back to Carvana, I was directed to contact XXXX XXXX to obtain the title. Upon calling XXXX XXXX, I was informed that no account existed in my name and that the vehicle remained titled under the name of XXXX XXXX the previous owner. The title had never been transferred out of her name and into mine despite my having purchased, possessed, registered, and made payments on the vehicle for approximately XXXX years. When I contacted Carvana to report this title discrepancy, they stated they could not assist me and directed me to XXXX. At no point did Carvana provide any written documentation, explanation, or resolution regarding the failure to transfer the vehicle title at the time of sale. Every attempt I made to obtain documentation or a written response was refused or redirected. I am attaching a screenshot from Carvana 's own website showing my name associated with this vehicle, the matching VIN ( XXXX ), the purchase date of XX/XX/XXXX, and a prior buyback offer of {$2000.00} confirming Carvana 's own records acknowledge this vehicle as mine while the title was never legally transferred into my name. I am also attaching a screenshot of the vehicle 's original Carvana listing showing it was sold for {$16000.00}. I have a recorded phone call in which XXXX XXXX XXXX representatives, including a manager identified as XXXX ( Employee ID : XXXX XXXX ), verbally confirmed that the account was never in my name and that XXXX XXXX still held the title and XXXX on the vehicle under XXXX XXXXXXXX XXXX name. A repossession was subsequently reported to all three major credit bureaus under my name in XX/XX/XXXX for a vehicle that was never legally titled in my name. The consistent refusal by all parties to provide written documentation appears to be a deliberate pattern of withholding information from a consumer with a legitimate title dispute. Desired resolution : I am requesting a full investigation into Carvana 's failure to properly transfer the vehicle title at the time of sale, and the removal of any negative credit reporting related to this vehicle from all three major credit bureaus.

Company response to consumer: Closed with explanation