Consumer complaint received 2024-01-06 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: Carvana Group, LLC
State: WA

Complaint narrative:
Hi, this is not a lease or loan, but a used auto purchase fraud/deceptive practices case : XX/XX/XXXX Purchased XXXX XXXX XXXXXXXX XXXX from Carvana LLC at XXXX XXXX XXXX XXXX XXXX XXXX XXXX MO for {$36000.00} with XXXX XXXX and a Manufacturer Powertrain warranty. 
The car was alarming when I picked it up as though the rear hatch was open even though it wasnt. In addition, the rear panel on the liftgate was not attached properly. I asked the Carvana salesman, XXXX, to take a ride with me so he could hear the incessant beeping, which he did. I then asked if they would fix the alarm and call me when it was ready, and I would come back to pick up the car. He told me that I had to take the car right then or the sale was off. He did say that Carvana would fi the car at no cost to me. Reluctantly I agreed and left with the vehicle. 
Carvanas partner company, XXXX, reached out to me with three shops. Two of the shops, both XXXX XXXX XXXX XXXX ( different locations ) did not answer the phone, so I went with the third shop, XXXX XXXX XXXX XXXX XXXX. This shop was 40 miles away from my location in XXXX XXXXXXXX, MO, so the owner, XXXX XXXX, agreed to meet me so she could look at the vehicle. 
XX/XX/XXXX Met with XXXX XXXX from XXXX XXXX XXXX XXXX XXXXXXXX. She determined that the problem was that the lift gate was not aligned properly. She said she would sent the estimate to XXXX and then she would call me to let me know when she could fit me into the shop. She said it would probably only take a couple of hours. 
XX/XX/XXXX Finally heard back from XXXX XXXX. She apologized for not calling me back sooner and said I was on her to-do-list. 
XX/XX/XXXX Contacted XXXX XXXX reminding her that I was moving to Washington state the next week and that I absolutely needed to get the car in that week. Never heard from her again. 
XX/XX/XXXX Took the vehicle to XXXX XXXX in XXXX, Kansas. They determined that the rear hatch just needed to be replaced. They estimated that it would cost {$500.00} and in a couple of hours, the car would be repaired. I agreed. After 6 hours, they still did not know what was wrong with the car. It was not the hatch. I paid {$450.00} out of pocket for diagnostics. Went to Carvana. They told me that Carvana would pay to get the car fixed at XXXX, even though it is not an authorized repair facility. 
XX/XX/XXXX Dropped the car off at XXXX again. Rented a minivan to drive to Washington at a personal cost of {$580.00}. 
XX/XX/XXXX Paid first car payment of {$770.00} on a car I can not drive. 
XX/XX/XXXX XXXX is still attempting to diagnose the problem. They discover the car has been wrecked and repaired with non-XXXX  parts. They make a note of after-market modifications. 
XX/XX/XXXX XX/XX/XXXX Multiple calls, texts, and emails with Carvana, XXXX, and XXXX. Carvana is insisting that they need proof that the car has been wrecked. Customer care advocate, XXXX XXXX, states that he understands if the car has been previously wrecked it would hold less value than a car that had not been wrecked, however he needs proof that it has been wrecked. XXXX communicates to Carvana that the car has been wrecked. XXXX then confers with his legal team and states that it wasnt wrecked when it left their lot so I must have wrecked it and had it repaired sometime between XX/XX/XXXX and XX/XX/XXXX. Carvana refuses to take the car back or to swap for another vehicle and advises me that they will fix the car, but I will need to pay a {$350.00} deductible. 
Summary : I paid {$36000.00} for a wrecked car with after-market modifications that was not disclosed to me, lost the Manufacturer Powertrain Warranty due to the vehicle having been wrecked, paid {$450.00} out of pocket to XXXX, paid a car payment of {$770.00} for a car I cant drive, paid {$580.00} out of pocket for a rental car, am expected to pay a deductible of {$350.00} to XXXX, and Carvana refuses to help.

Company response to consumer: Closed with explanation