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November 2023 by Yong Chan K.
They were kind and guided well to close the deal. From the arrival, dropping off processed very easy and quickly. No issues in in place evaluation. Everything was done as expected including the transaction.I will sell my next car to them. I am giving them five stars.
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October 2023 by Amanda Mathews
The location for pick up was very nice and the gentleman working there was very nice. Our truck was to big to go in the vending machine so he said stick around and you can watch the next person put their coin in to have their car come down. Which the kids loved. But online and calling to get things straight wasn't so smooth and most people were not giving us all the info we needed or they were plan rude we had about only 3 people out of 9 phone calls that were pleasant and helpful.
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October 2023 by Nayaree Rawlings
The experience of buying the car was ok slightly stressful with getting the correct help getting a document verified but my advocate Will ( I believe that was his name I’m not good at remembering names) was very helpful and was able to get things done that the other advocates I talked with couldn’t I was able to get my car for my birthday and the delivery process was easy the pretty lady( I don’t know her name) that delivered my car was very nice respectful and made the whole delivery experience great the only thing I would recommend changing is the fact it says free shipping but you have to pay at least $200 for delivery but other than that my experience was pretty ok my advice for others would be to keep calling until you get the right person that is actually willing to help
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October 2023 by Atheer Kakan
I was told that I have at least 3 or 7 cosmetic problems to be covered by iCarvana insurance (Silver Rock) on my first week. I trusted them and reported two of them that weren’t in the sale description. One it took 4 months to fix and the other was rejected. When the I checked the repair of the second damage, I was told it will cost me over $600. Don’t rely on Carvana insurance. Check the car before you leave the dealership and return right away if it has any problem. You better higher a mechanic and check other dealerships than trust Carvana.
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September 2023 by Jonathan G.
Overall, I was very pleased with the outcome. I received a very fair price, and the person at the Gaithersburg location who inspected the car was very polite and quick.I do have one complaint and one suggestion. During the on-line prcess, I was asked to submit a release letter from the finance holder. I did so, but soon get another message saying they wanted a signed copy of the letter. There was no signature on the letter I got, so I sent a title release signed by a state official. I called customer service to ensure that this was adequate, and the person with whom I spoke, along with saying "I understand what you are saying" before every answer (very annoying), kept insisting that their policy was to have a "wet signature" on the release letter, even though I had a clean titile and signed documentation of the release from the state. She refused to allow me to reach a supervisor, saying none were available (doubtful) and that a supervisor wouldn't do anything about it anyway. I could not understand why they would impose an arbitration requirement, and tell me to go back to the lender and get the letter reissued five years later. I had given up on Carvana, but woke up the next morning to an email saying they were ready to move forward, which we did.The other point is that it would be useful to provide the ability to get an appraisal, or at least confirm that the vehicle satisfies the on-line estimate, before doing all the submissions.
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August 2023 by Paxton Helms
Carvana seems confused about what business it is in. Lots of cutesy (my "Advocate" told some semi-amusing jokes as I signed my paperwork) but their "vending machine" gizmo doesn't work and neither does my new used car. On my drive home, four error messages popped up; I call and...it's my job to take into the repair shop for a diagnostic. Oh, and one of the keys was broken when my advocate gave them to me; and, oh, he had no idea what a little piece of my keychain was. So, great job creating a Web site and a clever slogan; terrible job delivering a working car. Will use my seven day return period to give this car back and then switch to another vendor. "We'll drive you happy"? No. You've just wasted a huge amount of my time.UPDATE: I went through the Web site to return the car and they told me that a driver could come pick it up. Great, right? No. The driver was supposed to call me "first thing in the morning" and I am now stuck at home waiting and and waiting and waiting and waiting to hear from this person --and, of course, Carvana cannot find his number so I can call him. A wasted day off from work and yet another "we don't keep our commitments" moment from Carvana. What an absolutely appalling company.Stay as far away from Carvana as possible.
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August 2023 by Morning Tribute
Carvana is the first establishment where I did not like ordering my vehicle. The car was supposed to be scheduled for delivery, and everything was set but having the front and back copy of the check which the bank didn’t do. Now the car is rescheduled delivery and it will take another week while they have the check in office to the vehicle, I recommend just going to a dealerships. Carvana is a time waster and the customer service is remedial.
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August 2023 by Tom Armstrong
My experience at the actual location was fine. Everything went according to plan. I do have issues with delivery and the supposed “150 point car check.” My car was delivered with a damaged front spoiler that had obviously just been done at the location. Silver rock said it’s not your issue. The car had an oil change and they didn’t use a proper oil filter for that car. The clutch fluid was low. There was no fluid in the windshield washer reservoir.This was a special edition car. While I understand that Carvana employees wouldn’t understand that, more care during delivery and letting the manufacturer dealer would have taken care of a proper car check.
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July 2023 by Orest S.
I sold my vehicle there and it literally took 15 minutes. I also bought the same vehicle online on their website and they delivered it to my door. Excellent service. The car was better than I expected.
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July 2023 by Angelo “Angel” Z32
Customer service at this location is decent at best. The concept of buying your vehicle online and "not having to deal with anyone" is not really what people say it is. No one was in sight when we walked in for outlr 10:15am appointment so we had to walk around the building to ask a detailing person for assistance. Normally i don't Care but i had high expectations for this Company. Never again!! It's better to do your research and find a reputable dealership to buy a Car than to go through this headache... so yeah, Never Again!
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July 2023 by Angel “Angelo” Salguero
Customer service at this location is decent at best. The concept of buying your vehicle online and "not having to deal with anyone" is not really what people say it is. No one was in sight when we walked in for outlr 10:15am appointment so we had to walk around the building to ask a detailing person for assistance. Normally i don't Care but i had high expectations for this Company. Never again!! It's better to do your research and find a reputable dealership to buy a Car than to go through this headache... so yeah, Never Again!
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July 2023 by Kim Baten
Great experience! Very efficient to get all the time consuming items completed before signing papers time. I literally walked in, signed a few papers, had fun with the token, checked out my car and was driving away all within 20 minutes. The staff was friendly and helpful and made the experience fun. The 7 day return policy makes the whole thing a no-brainer. The I would have liked to have had some time to consider the protection plans. You have to have made that decision while completing all the tasks online, once purchased the plans cannot be added on, even within the 7 day return period. Also, since my Carvana account is only in my name, I could not add my husband's name to the title registration with Carvana. So we will have to make a trip out to the DMV to add him on. Despite these 2 inconveniences, Carvana's process was fantastic. Also they offer a lot of choices, which keep changing all the time. So keep coming back until you find what you are looking for.
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July 2023 by Yoko Koko
Carvana changed my contract without telling me. On the day of delivery, they coerced me into signing a new contract with 3k+ difference in my trade-in allowance. I am currently on the phone with them for the 11th time and no one can give me a valid reason for the decrease.I will never do business with Carvana again, and neither will I let anyone I know do so. I feel hurt, violated, disrespected, and just completely devastated. Never again.
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June 2023 by Samanta Camargo
Good car, friendly staff, but delivery and vending machine disappointment.We recently purchased a car from Carvana, primarily attracted by their convenient delivery service. However, we were disappointed to discover that they charged $500 for delivery on the car we selected. As a result, we opted to pick up the car at a nearby location. Unfortunately, the delivery date was delayed twice, and it took over two weeks for our car to become available.When the day finally arrived for us to collect the car, we were excited to experience the famed vending machine process that Carvana promotes. However, to our dismay, the vending machine was not working during our visit. It was disheartening not to have the full "machine experience" that Carvana is known for.Despite the delivery and vending machine setbacks, the car itself is great. We are pleased with the quality and condition of the vehicle. The staff we interacted with were friendly and accommodating, making the overall experience more positive.
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June 2023 by Andonis M
Update on review;I returned the vehicle to Carvana. It was a hassle dealing with Silver Rock to take care of all the issues of the Lemon that Carvana sold me! The only good thing they know they sell lemons so the will take back your vehicle. They tried to charge me for the miles but I drove around to there different repair facilities in there network. I spent more time driving around to there shops I never got to appreciate the vehicle. Just got fed up and returned the vehicle. Repairs would not be complete in time and it’s either you keep it and keep calling Silver rock for repairs which is there company that handles repairs.Terrible customer service. Typical dealership. You pay very premium price for a car that’s not worth the value! I bought a vehicle and the dealer rep lied that he could not take care of the issues. The Carvana rep stated any issues upload it to Carvana app and it would be addressed. There’s a chip in the window and scratches that where not on the profile before I bought the vehicle. The trim on the drivers fender is damaged and the rear bumper has damage! Also the front window is chip and Basil the rep told he he would submit it when he process my paperwork and like most dealers he lied! Now I have to return a car that I wasted my time to wait on and purchase!Better off going to a large dealer that will keep there world. There’s plenty on Rockville pike that have been around for years than deal with Carvana!
