Consumer complaint received 2023-05-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: Carvana Group, LLC
State: AR

Complaint narrative:
We purchased a car through Carvana online and was assured we could return or exchange the vehicle as they have a XXXX  day no hassle guarantee return or exchange policy as long as there were no damages and we initiated the return by the XXXX day all in which we have done we opted for an exchange and submitted all requests for verification and was given the appointment by a representative to pick up the exchange vehicle and was told we were clear everything had been approved through the underwriters department we just needed to sign the contract and bring our DL and proof of insurance. The day that we were scheduled to get the vehicle I received another request for several more documents and was advised that if I didn't provide the requested documents my appointment would be rescheduled we live XXXX hours away and this really put us in a bind as I had XXXX the following XXXX  and needed to have this all handled prior to the XXXX however we made every effort to get the request filled and while uploading the documents we received a email indicating our appointment has been rescheduled to Monday the XXXX of XXXX. In which I called and spoke to an agent and explained this was really a inconvenience and I was in the process of submitting the documents at that time and he verified the documents were uploaded but we were advised that we would have to keep the new appointment time but everything had been verified during the call and for the second time we were cleared for picking up the vehicle. However the following day we received another email indicating they wanted more documents to verify and finalize the approval such as additional address verification certificate of incorporation as a business owner and to reupload previously uploaded documents in which at this point we are getting really aggravated with the redundant request and even moreso we felt like they were trying to find a way out of honoring the guarantee they emphasized several times during the first purchase to stand behind. But we went ahead and provided the request they then assured us that somehow they had been processing the second vehicle as a separate purchase and were updating the system to reflect it as an exchange and the only thing they needed was an additional address verification that the income employment and insurance verification was completed just submit one other document to verify the address and that would finalize the loan once again so reluctantly I agreed to do so and that just triggered more request and a kick back for Carvana we received a call from XXXX in the underwriters department stating that the bank statements we provided which showed over XXXX In deposits and credits was not sufficient evidence to meet the loan approval and we would need to provide additional income documentation to proceed with the loan in which at this point we are convinced that no matter what we provide they have already gotten us out of the 7 day window to honor the no hassle return and now they are trying to figure out a way to get out of the exchange they were supposed to honor we had been approved 3 times for them to come back and retract the approval and request more documents they state that the income is still off by nearly {$100000.00} as the current vehicle were in the payment is XXXX a month and the one we opted to exchange for is XXXX month now I would like to mention that in the initial application for the loan I underreported my income just to be on the safe side but the argument they are trying to provide is that out of the XXXX XXXX deposits the income only would be figured at XXXX by Carvana and that's XXXX  months only. We are asking for assistance to help reach a suitable remedy or help to enforce the XXXX day no hassle guarantee policy we feel like we shouldn't have to submit another document after the several requests we have submitted and they approved and then changed Thier mind XXXX hours later and wanted more documentation. We hope and pray that a resolution can be met. Thank you and have a blessed day.

Company response to consumer: Closed with explanation