Consumer complaint received 2026-05-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: Carvana Group, LLC
State: WA

Complaint narrative:
1. Carvana sold me a car and XXXX XXXX XXXX funded the car loan of {$42000.00} on XX/XX/XXXX. The car was picked up and came into my possession XX/XX/XXXX. XXXX. Car was diagnosed with undisclosed preexisting front end damage ( front collision warning system radar sensor broken ) on XX/XX/XXXX and again on XX/XX/XXXX by XXXX different automotive shops, and a XXXX XXXX repair diagnosis from XXXX dealership sent to XXXX XXXXXXXXCarvana from warranty approved inspection. XXXX. On XX/XX/XXXX, I ordered return of the car back to Carvana and pickup was scheduled for XXXX XXXX 4. I called Carvana XX/XX/XXXX to ask about the details of the car return and pickup because there was no information on my Carvana dashboard and no information had been sent to me. The representative looked at my dashboard on their end stated that it was very weird there was nothing on my dashboard, said they would escalate a tech ticket to fix the issue, and emailed me a screenshot of the return details ( which showed the full loan amount plus the deposit that I paid via credit card as refunded " Total Refunded {$46000.00} '' ), and told me that there was nothing else for me to do to fulfill the return but sign the paper to release the car back into Carvana ownership when it was picked up. 5. The Carvana agent came and picked up the car XXXX XX/XX/XXXX and told me the same thing - that I just sign the paper releasing ownership back to Carvana and there was nothing else for me to do. XXXX. I received an email at the time of pickup XXXX XX/XX/XXXX that said : " Your purchase of the XXXX XXXX XXXX was canceled on XX/XX/XXXX at XXXXXXXX XXXX XXXX. Your refund is being reviewed and youll receive email and text updates on its progress. We appreciate your patience as your refund processes. '' I received no other communication about the return or refunding the {$42000.00} loan to XXXX XXXX XXXXXXXX. XXXX. At XXXX on XX/XX/XXXX, I saw that the car ( confirmed same VIN ) was relisted for sale on Carvana 's website and noted as " Purchase in Progress '' of someone else buying the car. XXXX. For the next days, I received no communication about the status of the loan refund and my Carvana dashboard also showed no record of a car purchase, return, or loan repayment. XXXX. On XX/XX/XXXX, I called XXXX XXXX XXXX and spoke to XXXX and told him I had returned the car. I asked if Carvana had initiated repayment of the loan. They said no. I asked if there was anything I needed to do to get the loan refunded or what the process is. They said that there is nothing for me to do, that the protocol is that Carvana contacts them for the total loan payoff amount ( including interest ) and refunds it. They stated that since it was paid via wire, it should be returned via wire. XXXX. After my call with XXXX XXXX XXXXXXXX, on the same day XX/XX/XXXX I called Carvana to ask the status of the XXXX XXXX XXXXXXXX refund. The agent was confused saying that they see no information about it, and it was escalated to XXXX of the leadership team who said there is nothing in their system about the loan amount paid and that it's only a canceled car purchase with " no record, '' that the information had " disappeared '' and " had been deleted '' and in her years of working there she had never seen this. She said she would escalate it to the finance team and pushed back when I asked for written documentation. After me insisting multiple times, she emailed me, " I am sorry for the situation that you are going through. We are working as hard as we can to resolve this issue. I have submitted a ticket with my treasury team to request the return of the funding from your lender, XXXX XXXX XXXXXXXX. Once my team responds and I have a proper course of action initiated I will follow up with an answer. '' I asked for a ticket number and was given XXXX. XXXX. I called XXXX XXXX XXXXXXXX again on XX/XX/XXXX and spoke with XXXX to check if Carvana had yet initiated repayment of the loan. They said no that there is no record of anything. I again told them that the car was returned and again asked if there was anything I needed to do to get the loan refunded. They said that there is nothing for me to do, that the protocol is that Carvana contacts them for the loan payoff amount and refunds it. XXXX. After that call, on the same day XX/XX/XXXX, I called Carvana to check if they initiated the refund. I was told that the ticket was being worked on and I would be updated that same day. At XXXX, I received a text from Carvana saying, " I have not heard back from my team in regards to the return of the funds for your financing. I will continue to follow up once I receive those updates. '' I responded that this is not acceptable and that the {$42000.00} payoff should have been initiated the day the vehicle was returned ( XX/XX/XXXX ) and that I needed confirmation that the payoff wire had been initiated by the next morning or that I would be filing a complaint. XXXX. I received a phone call at XXXX that same night XX/XX/XXXX from XXXX XXXX Carvana 's leadership team. After much back and forth, she reassured me that she would do her best to get the loan repaid the next day and hopefully call me in the morning. She emailed me after our call at XXXX : " Thank you for speaking with me regarding the payoff for the loan on the XXXX XXXX XXXX that you returned. I just wanted to confirm that we are actively working to get the payoff funds sent back to the bank as quickly as possible. Additionally, I want to ensure that the full payoff amount, including any interest that may have accrued during this time, is properly covered. I am currently connecting with our treasury team regarding this. I will follow up with you tomorrow with an update regarding the ETA for this process. '' 12. When I did not hear from XXXX the next morning XX/XX/XXXX, at XXXX, I emailed asking for confirmation that the loan is being refunded. She called me at XXXX and told me that she spoke to the treasury manager and that he said that I need to contact XXXX XXXX XXXXXXXX XXXX " recall '' the loan. I told her that I already called XXXX XXXX XXXX twice and that they said Carvana needs to initiate the loan refund. I insisted that Carvana fix this. XXXX kept repeating that I have to get the loan recalled. I insisted that Carvana needs to deal with this. She said she would try to call XXXX XXXX XXXXXXXX on Tuesday. XXXX. As of today, XX/XX/XXXX, it now has been over 32 days since the {$42000.00} loan was funded and is accruing interest. It has been over 8 days with Carvana stating first that they don't know what's going on and now that they can not refund the XXXX XXXX XXXXXXXX XXXX. Both agencies are stating that it is the other agency 's responsibility. I have attached 19 records in support of this claim.

Company response to consumer: Closed with explanation