Carvana is a popular online car dealership that promises customers peace of mind when it comes to their new vehicles.
But some people complain that Carvana doesn’t deliver on that promise.
“I saw commercials on television and said, maybe I’ll try Carvana,” said Michael Brennan.
Brennan said he was hoping for the easy car-buying experience advertised by online used-car dealership Carvana.
“It took me less than 15 minutes to do it all,” Brennan said.
He said buying a 2017 Nissan Altima was easy, but when the car arrived, he told NBC 6 Responds he noticed some issues.
“Then after a few weeks I was driving and having issues. There was a scratching noise,” Brennan said.
After taking the car to the repair shop, he learned that the car’s suspension was rusty.
“Under the car, the suspension was rusty, the exhaust was rusty, and I was like, wow, I’m shocked,” Brennan said.
He learned that the brake system needed to be replaced.
“If they’re inspecting their cars, it should all have been picked up,” Brennan said.
Brennan isn’t the only customer complaining about her car-buying experience with Carvana. According to the Florida Attorney General’s office, they have received 98 complaints about the company since 2019.
These complaints were forwarded to the Florida Department of Highway and Motor Vehicle Safety.
In July, the agency filed two administrative complaints against the online car dealership, alleging that Carvana failed to transfer titles to consumers within the 30 days required by state law.
The documents indicate that some customers waited more than 250 days to obtain a title.
When NBC 6 Responds asked Carvana about the complaints, a spokesperson said: “While we are never satisfied until we achieve 100% customer satisfaction, we are proud to have achieved a rating of 4.7 out of five stars and having sold tens of thousands of cars in Florida.
“We are in good standing with the FLHSMV and are meeting title and registration deadlines,” the statement continued. “These are old cases and the underlying customer situations have long since been resolved. We look forward to continuing to work with FLHSMV to provide the best customer experience available in Florida.”
As for Brennan’s concerns, he was able to return the 2017 Nissan and purchased a 2018 Nissan Altima instead.
But he said Carvana left him on the hook for $796.80 which he paid out of pocket.
“I would like to recover the money that I lost. The money that I invested in the 2017 (Nissan), the money that I invested in it, the repair of the brakes, the car rental”, has Brennan said.
After NBC 6 Responds contacted the car dealership, a spokesperson for Carvana confirmed that they would reimburse Brennan for the money owed to her.
“We care deeply about the experiences of each of our customers, and we have worked closely with Mr. Brennan to resolve this issue as we are committed to ensuring that in the rare event that we do not initially deliver on the promise of our brand, we’re working to make it right,” the rep said in a statement. “In a complex industry, Carvana strives for simplicity and transparency, and while we remain firmly committed to continuous improvement, the vast majority of our millions of customers nationwide enjoy exceptional experiences with us.”
But even with a newer car, Brennan said things weren’t easy yet.
He said he had already had to carry out a wheel alignment, a battery replacement and an airbag repair – repairs which should be covered by his Carvana warranty.
“Luckily I was able to get the car repaired, but I still have issues that I’m trying to resolve,” Brennan said.
The company said the expenses Brennan incurred for her latest Carvana vehicle are being reviewed by their warranty company.