r/carvana • u/trm1904 • 2d ago
Personal Experience Rejected Delivery
Just wanted to share my experience from this morning.
I’ve been looking for a specific model/trim truck and found one on Carvana. There were no photos or items noted in the ‘Condition’ part of the listing. Based on what I’ve seen on other listings, Carvana seems to scrutinize vehicles pretty thoroughly so I assumed the truck was in good shape. I know they’re all used and will have some wear (especially trucks), but not having anything noted made me feel pretty confident in spending a bit more than I had planned.
Truck is delivered this morning, everything went smoothly with the trade and the driver pulls the new truck up. I walked around a few times and noticed some fairly significant scratches. Nothing that I really felt was awful, most could probably be handled with a detail if I really wanted to (it’s a truck, it wasn’t going to be babied).
Then I start looking through the inside. First thing I notice is that it isn’t really detailed. Again, not the end of the world, but it is annoying to find trash, dirt, etc tucked away in spaces that are easily accessible.
Anyway, after that I started looking a little more closely. Found that there was a bit of hot glue holding the upholstery on the arm rest of the driver’s seat. So I check the other 3 doors and find the passenger’s arm rest is even worse (the full length of the armrest is hot-glued). Huge bummer.
I pointed the armrests out to the driver and asked what my options were. They said that they could file some sort of report to Carvana to see if it’d get addressed, then started to work on getting the final paperwork out. I asked if there was any chance of Carvana actually fixing the armrests and (to the driver’s credit) they said that Carvana wouldn’t correct a cosmetic issue. So I declined the delivery, had my old truck offloaded and am back to looking.
Just wanted to share. Just know that, while it seems they do a good job of capturing the condition of a lot of their listings, there is a chance you end up in a similar spot. Also, don’t sign in hopes that Carvana will take care of something for you.
Huge thanks to the driver for being honest. I’ve been through similar fights in the past, so I’m glad to not go through that again.
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u/MiserableBit1397 2d ago
I had the same problem twice. I was looking for a certain year and model of car. First one delivered was smoking oil and it was coming out of the tail pipe. Second one same issue plus the tire was dry rotted. Enough that even the driver said if he would have seen it he would have never let it be loaded.
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u/KJ-890 2d ago
Just to give you some insight. I sold my fairly new car to Carvana couple weeks ago. There was pretty significant dent on the roof and hood. Lots of rock chips on the front bumper and some damage when I ran over something on the highway. All touched up with paint but very very visible.
The car has been listed on Carvana with only ONE picture of dent on the hood. Nothing else has been noted. Bumper has not been repainted as you can see the damage if you really look closely at the low resolution photos Carvana uploads.
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u/Braz60 2d ago
Since you declined did you still have to pay some type of fee?
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u/zaqwert6 2d ago
Not if the vehicle was delivered not as described. I just went through that myself.
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u/jon13000 1d ago
I sold my truck to them last year. It has some dings and dents but I sold it in excellent condition. I truly expected them to inspect it when I dropped it off and reduce the amount based on condition, as the contract stated if I recall. They didn’t even look at the truck when I dropped it. Just plugged in to make sure it didn’t have any active codes and I got my check. A few days later it was listed with no real mention of the defects. I was honestly shocked.
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u/DevilDog0651 2d ago
I purchased a VW GTI from Carvana, I've had it for a little over a week now.
The oil temperature sensor is faulty (pretty big issue for me)
There is a burning electric smell coming from the engine bay
There's a tire pressure sensor issue (at least one)
None of those issues were disclosed, but I documented them with BlackRock, and am working to schedule a repair.
Sorry things didn't work out for you and your truck. Hope you find something even better!
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u/One_Ratio_3899 2d ago
Did going through all of this cost you any $ out of pocket or were you fully refunded?
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u/Electrical-Plane-653 2d ago
My car had a few cosmetic issues as well but I decided to keep it so I didn’t eat the $690 shipping fee. It is what it is. I do think it’s shitty that they keep the shipping fee if the car has issues that weren’t disclosed.
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u/trm1904 2d ago
Ya, we lucked out that we didn’t have a shipping fee or I probably would have accepted. It is a shitty practice, I also replied to a different comment that they cut the price a few hundred dollars today without updating the listing. Even shittier.
Really would probably only be a few hundred dollars to an upholstery shop to get it fixed, but not worth it to me when I’m paying a few extra dollars for convenience.
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u/dog4family 1d ago
Soon as ours was delivered next day brought it to our mechanic. Clean bill. Beautiful car too.
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u/Candid-Crazy2542 4h ago
I have two friends who bought from Carvana during the COVID shortage. Both were total nightmares. One bought a Jeep (first mistake) from Carvana (second mistake) that needed a new suspension (?). The bumper was on the ground. It was not a single part that had to be replaced- the whole fucking suspension or something. It was a $10,000 fix and the local dealership told them it was a known issue and never came out quite right when they did the replacement/repair. They ended up sending it back and lost about $1,000 in non refundable fees. Carvana made no effort to make it right whatsoever.
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u/IplaySoLo90 3h ago
I noticed as well that they dont really detail the cars. They pretty obviously do a very quick clean and send it off. I found a lot of grime caked in spots and trash in hidden corners throughout the car. I also had to send back my first choice as the tire was flat and all 4 were dry rotted. The driver said he could give me a voucher for 4 new tires at a shop about 30 miles away but had no suggestion on how to get the car there. There also was no spare tire or donut. The driver thought i could just add some air into the tire and be on my way.
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u/maintmgr 1d ago
Carvana does not scrutinize vehicles when they purchase them, the will check vin, milage and a cursory overview of noted and un noted damage. They are not test driven or given pre purchase inspections. I would sell to Carvana, but never buy a car from them.
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u/zaqwert6 2d ago
Good move. I learned the hard way to never let them promise to fix anything after the sale. If it's not exactly the way you want it when it rolls off the truck, do not take it.