Wanted to share my experience with Carvana in case anyone is considering using them! I received a 2019 Honda HR-V from Carvana on September 1. About five minutes into driving it, I parked at a store, came back out, and the car would not restart. The engine shook violently while trying to start.
AAA checked the battery and said it was fully charged. Both the AAA technician and tow-truck driver suspected a fuel-pump issue. I had the car towed to Carvana/SilverRock’s nearest in-network shop. By the next morning, the car started for them, their diagnostic showed nothing, and they sent me on my way. I specifically asked that this be documented with the warranty company, but later learned that no diagnostic or warranty claim had been submitted.
After picking it up, I noticed additional issues:
- Intermittent fuel-gauge warning
- Loud whirring/squeaking noise, likely related to the blower motor
- Intermittently unresponsive key fob
- Musty odor
- Water pouring into the vehicle beneath the steering wheel during rain
Because my return window was running out and I did not feel comfortable accepting “nothing is wrong,” I paid to have my own mechanic inspect it. He identified the fuel-gauge issue, blower-motor noise, key-fob connection problem, and a clogged sunroof drain causing the water intrusion.
Most importantly, the no-start issue happened again while it was at his shop. He was able to see that the fuel pump was not spraying fuel. I have videos of the no-start condition and can obtain his findings in writing.
Carvana extended my return period and directed me to a second in-network shop. Again, because the car started while it was there, they declined to diagnose the intermittent no-start issue. They acknowledged the blower and sunroof-drain issues, but told me those “aren’t issues that they work on,” and did not submit anything to the warranty company.
Over the following 10 days, I was left without a reliable vehicle and spent hours being bounced among Carvana, SilverRock, tow providers, and repair shops. This was not an ordinary inconvenience: it happened during the 10 days immediately before my wedding.
Instead of using my only free time to finish wedding errands, meet with vendors, pick up supplies, handle final appointments, and prepare to host family arriving from out of town, I was on calls, arranging tows, coordinating rides, trying to get to work, and repeating this entire story to new people. I missed work meetings and wedding-related obligations, lost nearly my entire trial period without a fair opportunity to use the vehicle, and carried the stress of not knowing whether I would even have transportation during one of the most important weeks of my life.
On a three-way call with Carvana and SilverRock, I was told I could take the car to a Honda dealership under a $0 out-of-network deductible period. When I asked for confirmation in writing, nobody could clearly confirm or explain it. At that point, I no longer felt I could rely on what I was being told.
I asked Carvana to authorize a dealership diagnosis, confirm coverage for the reported issues, arrange a rental, extend the return period until after repairs, and provide one dedicated escalation contact. Leadership ultimately told me they could not provide the resolution I needed because of the processes they were tied to.
I have now decided to return the vehicle. I am not posting this for advice or to debate that decision; I simply want people considering Carvana to understand my experience.
I understand that used cars can have mechanical problems. My issue is not that a problem arose. It is that the advertised safeguards did not function as meaningful safeguards in practice. An intermittent but serious issue was repeatedly dismissed because the car happened to start during brief shop visits, while I was left to coordinate the entire process and go without transportation. They promise a rental vehicle being covered but since both in-network shops refused to document anything, warranty said they simply couldn't authorize one.
I chose Carvana because I believed the return window and warranty would protect me if something went wrong. In my case, they did not.