Complaint Review: Carvana - Winder GA

I purchased a car online. Carvana states: We put each vehicle through a 150-point inspection so that you can be 100% confident in the quality and safety of your vehicle. This inspection includes everything from tread depth of tires to thickness of brake pads to exterior paint quality to Bluetooth compatibility. Certain cars may be subject to open safety recalls with no currently available remedy.

2017 Subaru Forester with 11,000 miles total price with all fees: $21,472. I traded my car $14038 and cash $7434 on July 11, 2020. Signed all the paperwork which has a CARFAX history print out stating: " the owner is a corporate fleet in Texas, yearly mileage 3900, Guaranteed no problem (salvage/junk/rebuilt/fire/FLOOD/hail/lemon. No issues reported (total loss/structural damage/airbag deployment/odometer check /accident/damage) and the warranty expired. Vehicle was purchased 5/27/17 in Texas on 3/10/19 serviced and smog with mileage 8854, on 5/1/19 registration issued or renewed, passed safety inspection, on 5/13/20 vehicle sold with 11686 mileage, 6/2/20Carvana offered vehicle for sale, 11691 miles, 6/26/20 smoged 11738 miles, 7/8/20 vehicle offered for sale.

I drove the car for a few days and loved it. I was told this car has everything I wanted and fully loaded. It was not fully loaded, but I was okay with that.

After it was over they told me I could not get the warranty. They reported: Tehnican performed multi point inspection on car. Found ALL components underneath car to be covered in rust. About 3/5 rust level. Will cause issues down the road. Everything else is in the green margin. Differential, exhaust system, steering, suspension, shocks, fluid leaks, frame (visual) were all checked off and rusted.

I was in shock. I contacted Carvana and they told me to call Silver Rock the warranty Administrator. Silver Rock told me I needed to have the dealership contact them. I wrote the phone number down and told this to the Subaru agent. He was also confused. He asked me if I actually wanted this vehicle repaired. The bolts were all rusted which makes any repairs extremely difficult due to more damage that can occur by bolts being rusted into the parts. I said it was not for me to decide. I paid them and left in a daze. This was all on July 15, 2020.

When I got home I contacted Carvana and told them what happened. The agent actually asked me if I wanted to start repairs and what I would have to pay with the warranty. I said I could not keep such a damaged vehicle. It would be in the shop more than on the road. “Well mame what do you want me to do?: Repair, replace or refund. I said I wanted replaced. He then said there were no 2017 Subaru Foresters available. I complained about being sold a defective vehicle when Carvana had to have known of this damage and did not disclose. He got snippy with me and kept throwing it back on me.

I asked to speak to a supervisor and he said he would note all we spoke of and that I would have to call back the next day to see what the reply would be. The 7 day return was just coming up in 2 days. I was afraid if I did not get my trade in back by then, I would be stuck with the lemon. So, he scheduled to pick up the lemon car and bring my car back on 7/17/20. He said that I would get my money redeposit back into my account eventually. I said I at least wanted the $559 I had to pay for a car I cannot keep. Oh no no no. No refunds for me. I was exhausted and could not argue any more.

The next day I spoke to Beth and she was very kind. She looked at the notes and all it said was I wanted to get money back for a key I purchased. OMG. So, I told Beth the story and I was so upset I couldn’t speak correctly and she translated my babbling to what I tried to say and read it back to me. She understood my frustration and did say they do have policies which I understood. However, policies are for honest deals and not fraud.

She said a supervisor would contact me that day. Allie called me at 4:21 pm. All she did was recite policy. No refunds for key or inspections on the car. If the car was what Carvana claimed then I would have not requested a refund. I would keep the key and the inspection would have been what I expected. But that was not this case. She cut me off and said there was nothing else she could do and also asked if I wanted to keep the car and have repairs started.

I do not really want my car back as it has become too difficult to get in and out. I needed a larger car. I spent weeks looking and researching makes and models and prices and features. I am just so upset that I was taken advantage of and I know others will be sold a clean damaged junk car. They won’t find out until the 100 day warranty by caravan runs out. This has to be criminal. I have pictures that say much more than i just did.