Consumer complaint received 2025-04-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Carvana Group, LLC
State: PA

Complaint narrative:
Dear Sir or Madam, I am writing to file a formal complaint against Carvana concerning the purchase of a XXXX XXXX XXXX Sport ( VIN : XXXX ) in XXXX. The transaction involved numerous discrepancies and legal violations that have caused significant distress and financial harm. 

1. Misrepresentation of Vehicle Features and Condition I selected and agreed to purchase a XXXX XXXX XXXX XXXX equipped with a sunroof, as advertised by Carvana. However, the vehicle delivered lacked this feature. Additionally, the car exhibited rear-end damage not disclosed prior to purchase. These issues were communicated to Carvana within seven days of delivery, yet no corrective action was taken. This constitutes a clear violation of the Truth in Lending Act ( 15 U.S.C. 1601 et seq. ) and the Federal Trade Commission Act ( 15 U.S.C. 45 ), which prohibit deceptive practices in commerce.

2. Delivery and Mechanical Issues The initial delivery attempt failed due to the vehicle 's inability to start. When finally delivered weeks later, the car continued to exhibit mechanical issues. These repeated defects suggest the vehicle may qualify as a " lemon '' under the XXXX XXXX XXXX ( 15 U.S.C. 2301 et seq. ), which provides remedies for consumers who purchase defective vehicles that can not be adequately repaired. 

3. Unauthorized Installation of Tracking Device Carvana 's response indicates that the Retail Installment Contract included a clause about potential electronic tracking devices. However, I was not explicitly informed about any tracking device, nor did I provide express consent for its installation. The delivery process was rushed, and I was pressured to sign documents without thorough review. The unauthorized use of a tracking device may violate the Electronic Communications Privacy Act ( 18 U.S.C. 2510 et seq. ) and the Fourth Amendment, as interpreted in United States XXXX XXXX, XXXX XXXX XXXX ( XXXX ), which prohibits the use of GPS tracking devices without a warrant or consent. 

XXXX. Pattern of Misconduct by Carvana My experience is not isolated. Carvana has faced numerous complaints and legal actions for similar misconduct : In XXXX v. Carvana XXXX, the court addressed misrepresentations regarding the seven-day return policy and vehicle inspections. 

The Connecticut Attorney General announced a {$1.00} million settlement with Carvana following hundreds of consumer complaints involving deceptive representations of car conditions and features.

A class-action lawsuit alleges Carvana failed to timely register vehicles, sometimes for periods exceeding two years.

These cases demonstrate a consistent pattern of deceptive practices by Carvana, further substantiating my claims.

5. Violations of Security Interest Regulations The misrepresentation of the vehicle 's features and condition may also implicate violations of the Uniform Commercial Code ( UCC ) Article 9, which governs secured transactions. Misleading information about the collateral ( the vehicle ) could affect the validity and enforcement of any security interests associated with the auto loan.

Requested Actions In light of these violations, I respectfully request the following remedies : A thorough investigation into Carvana 's sales and delivery practices concerning this transaction.

Cancellation and forgiveness of the remaining auto loan balance of {$14000.00}, plus accrued interest.

Compensation for damages incurred due to the misrepresentation and unauthorized tracking.

Removal of any negative credit reporting related to this vehicle purchase and loan.

Assurance that Carvana 's practices comply with federal consumer protection laws.

I am prepared to provide all relevant documentation, including communication records, photographs of the vehicle, and copies of the purchase agreement. I urge the CFPB to take immediate action to address these concerns and prevent similar occurrences for other consumers. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation