Carvana Norfolk

"Any first-time car buyers should avoid this dealership - I experienced several process issues outside the span of my control. I rarely leave reviews but this was one of, if not the worst, customer service I’ve experienced. Specifically: 1. The carvana system incorrectly flagged my RTA as erroneous. The “effective date” of my policy and the “policy change date” were both August 8. They are the same date because it’s a new policy. My insurance provider confirmed this is the correct date for both, as did someone I know who works in car insurance. Carvana’s website would not accept the RTA unless the effective date is “earlier” than the policy change date. This is impossible for a new policy, and is inconsistent with Massachusetts state guidelines for the RTA. 2. Their “advocates” (who are either GenAI bots or unhelpful humans) were unable to answer questions regarding the RTA and did not escalate this issue to someone capable of resolving it. 3. Despite submitting all paperwork on time, Carvana’s RTA issue triggered a 24 hour grace period, after which the order was canceled because the RTA issue was unresolved in this timeframe. You would think this is important information, however I did not receive any communications via text, phone, email, or via the Carvana portal. I only found out afterwards. An advocate later confirmed that I received no communications, despite my contact information being correct. 4. I paid out of pocket for this vehicle. It has been 7 days and my refund has not been initiated, let alone received. I still have not received official documentation/communication confirming the order was canceled. Now, even if I want to purchase another vehicle through Carvana, I cannot because they have my money, despite the fact that they sold the vehicle to someone else. Even if Carvana responds to this review, I don’t expect them make any efforts to improve their customer experience. Figured my review could help set realistic expectations for other prospective buyers. They position themselves as “speedy & easy” but I’ve had the exact opposite experience, except for how quick and easy they took my money."

"Carvana will drive you crazy, not happy. I will admit that it is much more convenient than a dealership, however the service is so awful. They delayed my car 4 times over small things. I would submit all the paperwork and for some reason there was always another item that they wanted completed last minute. They only give you until the end of the same day to get all the paperwork done. And if you accidentally put in wrong card info like I did they ban your card from being used. This was such a hassle, the only good thing is I didn't have to deal with the DMV directly."

"Talk about a great story turned into a nightmare. My wife traded in her vehicle earlier this month for a premium vehicle. The online process went smoothly, and we were given a pick-up date. Two hours before delivery appointment, my wife received a call stating the vehicle had not yet arrived at the Norfolk, MA location. Therefore, the vehicle won't be ready for pick up. No big deal, they rescheduled for a week later. Fast-forward a week later, we received another call stating the vehicle needs a battery, and it won't be ready for the pick-up time. I insisted that I would be picking up the vehicle even if it's on an AAA flatbed truck. Once we arrived, the vehicle was left up front, dirty, not detailed, and not prepared for a proper delivery. I had to pressure the manager once again to let him know that I'll be taking delivery of the vehicle today, and CARVANA does not need to worry about the battery. Customer service is appalling; the worst I've ever encountered. I had to do problem solving for them, and not once did they offer a solution or compensation for the inconveniences they caused. I ended up having AAA jump the vehicle, and we had to drive it to the nearest dealership to get the battery replaced. In case you don't believe me, I have uploaded pictures of the vehicle's condition"

"Had a great experience buying a car through CarVana. The website was easy to use and I was able to purchase a car in about a week. I ended up choosing a 2017 Hyundai Tuscon with about 85,000 miles. Upon arriving at the dealership, I was greeted by a nice salesman who told me to wait while my plates were processed. Everything was completed in about 30 minutes. I would definitely buy another car this way again. It was hassle free and refreshing! Only complaint is that they didn’t give me the car with a full tank of gas. Most car dealerships do that when buying a new vehicle. This would have been a nice addition to the purchase. Grade: B+"

"Stay away from this company I was an employee here for only a month an a half. When hired I was told I was on contingent until my background check came back. A week went by and I was told that my background check was cleared. On February 19th my personal car was hit by another employee driving their carvana hauler. When I asked the job for their insurance company they was hesitant and not willing to give it to me. The next day I go into work and I asked them for it again and they still refused to give it to me everyone acted like they didn’t know the company insurance. So a week goes by and I’m still not given the insurance. Then on my day off Monday 26 I receive a phone call from the job stating that I am fired when I asked why they stated it was because of my background check, after I was already told my background check was cleared. So I mention to the manager that it was funny how my car was parked and hit by another employee in the company hauler last week and now I’m fired. Then on top of that I was still not given the company insurance until later that day on Monday the 26 a whole week later and now I’m fired. My car still has not been fixed and when I call the insurance company/ adjuster nobody picks up the phone nor do they call you back. Even my mechanic kept calling and no answer. We tried calling the supervisor and no answer. STAY AWAY FROM CARVANA.CARMAX IS WAY BETTER."