Consumer complaint received 2025-11-10 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:
In XXXX, I purchased a car through Carvana, financed by XXXX. Due to persistent registration errors on Carvana 's end, the vehicle was never successfully registered in my name. When I moved states in early XXXX, Carvana rebuilt the loan contract using my new address and stated that was the only change they were making in order to proceed with my registration, but they had backdated the rebuilt contract to XXXX as if the purchase had occurred in Washington, not Oregon. 

This then resulted in XXXX claiming I owed $ XXXX in retroactive sales tax and higher monthly payments than originally agreed, which also essentially left my {$6000.00} down payment defunct, despite XXXX years of prior payments toward the vehicle. 

Shortly after, the vehicle 's engine completely failed and became inoperable, unable to be moved from a public parking lot. XXXX hired XXXX to repossess the vehicle while I was still in legal conversations with Carvana 's team. In late XXXX XX/XX/XXXX, Carvana 's legal team issued me a settlement agreement, which included a release of financial obligation completely and their possession of the title. This was signed via XXXX and acknowledged over email by Carvana 's executive resolution team. On top of this, I was promised that this credit line would be deleted from my report within 90 days. 

In XX/XX/XXXX, XXXX began contact with me once more attempting to collect {$11000.00} leftover from what was owed on the vehicle after auction post-repossession. I immediately reached out to Carvana and was assured that the executive resolution team would be following up with XXXX after an hours-long call that resulted in XXXX 's customer service team emailing me a document stating they were seeking to delete the credit line ( notably much further out from the original 90 days guaranteed ). The Carvana representative I spoke with at the end of the call told me that the XXXX resolution team would be in conversation with XXXX from here on out and let me know that I should not have anything further to do with this outside of updates. From that point, I received several updates from Carvana 's executive resolution team over voicemail, text, and email that they were only in talks and would get this debt resolved quickly, apologizing for the inconvenience to me. 

As of today, XX/XX/XXXX, I received an email from Carvana 's executive resolution team, which stated : " After a thorough review of your account, our team confirmed that you are responsible for the remaining balance due. Youll need to contact XXXX directly to set up a payment plan and resolve the matter. 

Please note that Carvana is not able to assist further with this issue, as it falls under XXXX servicing. Their phone number is XXXX please reach out to them as soon as possible to avoid additional complications. 

If you have any general questions, feel free to let me know. '' I immediately called the XXXX resolution team 's number, and was told that they had, in fact, determined that the debt should be paid by me. I re-sent the settlement agreement that the CarvanXXXX legal team had sent to me in XXXX, and was told that " because there weren't any signatures and a signed document could not be located, '' the debt was in my name. I told the representative that everything was done over XXXX and he requested I send that version over, because Carvana stated they were not in possession of the signed version of the document. Once received, the representative apologized and said that this version should help them with further discussion. He also let me know that the team would be updating me shortly, while XXXX is still attempting to collect this debt from me and the debt and repossession still very much reflect on my credit report over 150 days since the settlement agreement was signed. 

I am presently securing legal representation as this is a direct violation of the signed agreement drafted by Carvana 's legal team and signed by myself and all relevant parties. The violations of this signed release agreement and subsequent collection attempts have caused significant financial and emotional distress.

I am requesting full enforcement through CFPB of this signed legal agreement, regardless of Carvana 's misplacement of the document that can be found in XXXX and has once again been sent to their XXXX resolution team. I am also requesting immediate cessation of collection efforts, removal of any derogatory marks related to this fabricated debt, and credit line deletion as soon as possible.

Company response to consumer: Closed with explanation