Carvana - disappointment

[thatLDK]

Story Time kids! Sorry long post warning.

I recently decided to purchase a new vehicle as the car I was driving 2013 Smart ForTwo had started to cost me in repairs. So, I started looking. First place was Drive Time, heard some bad feedback on them. A coworker had suggested Carvana, as she purchased a vehicle, and it was Relatively hassle free. So, my wife and I began searching. We decided on a Subaru. Not sure of model but a Subaru for their reliability.

We picked up a 2016 Impreza 2.0 Premium Sedan, it was a nice car, clean interior, it just did not have everything I wanted so I felt like I was settling. Thankfully Carvana has the 7 Day Test Drive Return policy. So, I started looking again, that’s when I found the 2018 Impreza Sport Hatchback with 64000 miles. And I pulled the trigger. 2 days later Carvana delivered the 2018 and picked up the 2016.

It was wonderful, clean no issue it had everything I wanted. Yes, it was a little more a month. But well worth it. I started driving it on my 40-mile commute, loving the drive, the power, everything. On the second day I started hearing a humming noise over 35 MPH. That was getting worse every day, louder and louder. So, after some research I found it was more than likely a bad wheel bearing. OK no worries, Carvana has a 100-day warranty (BUMPER TO BUMPER) and I did opt for the Carvana Care too.

I was about to take it to a local shop within the warranty (Silver Rock) Network. There were a few near work and home. However, something told me I should take it to the “STEALERSHIP” because I wanted to make sure everything was right. And working in Monrovia, Suby Specialists has closed. And as Sierra Subaru is out of Silver Rocks warranty network so there will be a $200 Deductible (that I am fighting) But nevertheless I felt right taking it there.

I took the car in on Friday 6/28/24 around 10 am. The service team got the car in for diagnoses, provided me with a Lyft back to work. By 11:30 they had diagnosed and confirmed the wheel bearing was bad. They got in touch with Silver Rock and filed the claim, replacing both rear bearings. So fast forward to the afternoon, I got dropped off at Sierra after work, I saw them moving the car, excited that it was done I walked into the service department in a great mood.

The Service writer told me he would be with me momentarily; after waiting a few minutes he called me over and said the wheel bearings were done, and they had completed the vehicle inspection. Sadly, he informed me of some bad news. The technician had found that the Radiator and reservoir was full of what looked like “Chocolate Milk” indicating a blown head gasket. Keep in mind this is 4 days after I got the car. And I have not had any overheating issues.

I was instantly deflated and irritated (AT CARVANA) not the dealership. I was happy that they had found it, I am not sure that one of the in-network shops like “Pep Boys, Mountain View Tire, or American tire” would have found it. So, the Service writer told me he would give me a loaner (2024 Subaru Legacy Touring XT) until my car was fixed. He had to wait till the next day for approval on the repair as Silver Rock was closed for the day.

I Drove the car home, and man is it nice. The next day I decided to reach out to Carvana, as I was upset about their supposed “150-point inspections” and that they could not have performed on if the Bearings and the Head gasket had failed.

After some time 5 phone calls back and forth between them and Silver Rock, not to mention text messaging I finally got ahold of Raul at Carvana. Who provided me with a copy of the inspection report for my car. And in reviewing the report I found 4 points that could not have been checked as they would have found these issues.

Number 11 on their report Coolant Recovery tank (Condition, fluid level, sensor operation) PASSED
If this passed, how did I have contaminated coolant?
Number 14 on their report Coolant (replace if discolored, insufficient protection) PASSED
If this passed, how did I have contaminated coolant?
Number 34 on their report CV Joint/boots/driveshaft/ universal joint (Cracks, leakage) PASSED
If this passed, how did I have failed Wheel Bearings?
Number 108 on their report Vibration (drivetrain and wheels) PASSED
If this passed, how did I have failed Wheel Bearings?

Now I have gotten Carvana to extend the 7 days return window 2 additional weeks at this point. Not that I want o to return the car, I have fallen in love with it. And honestly after reading all the reviews online via Reddit I see a lot of reports like this, I am not 100% sure I won’t get a similar issue again. Thankfully I found the issue so soon, and I have the extended warranty.

I am glad this happened because it has made sure the car gets inspected and I will have a roadworthy and trusted car when I get it back. But now my goal is getting this info out to everyone I can, and make sure the right people hear about this. I know just sending emails to their corporate emails won’t do the trick. But adding in the Attorney General, and the DMV may start the ball rolling. I intend on sending a strongly worded letter to the CEO of Carvana, Silver Rock, and copying the AG and DMV.

Let’s see what that does, and I will resend the email every day till I get somewhere.

 

[drgoedken]

My experience with "XX point inspection", is when they can make $$$, they find a lot of items to call out, when it's to sugar coat a sale, they find nothing.

This is true from having multiple conversations with a parts dealer for the big automotives/dealerships (his whole job was to travel his geo-region to "train" dealerships so they'd buy more parts...on which he made commissions on those sales) This lead to me asking about the XX point inspection and he cited some statistics how when they just note 1 or 2 items, the customer may/may not get something fixed, however, when you list out 5+, they are much more likely to get at least 1 and generally 2 (pending what's pointed out and resp. costs) addressed/fixed/etc. No matter the outcome, it's a net positive to the stealership and at worst a net negative to the customer for something that may/may not need fixing. So, while I don't have the stats to say "cars today just have more wrong w/ them" ... or "people just don't take care of their cars the way they used to", etc. ... I find it hard to believe suddenly the XX point inspections are finding more wrong each time it's brought in.

You seem to have experienced both sides of it. My 2 cents on Carvana is they offer a pittance on buying used cars (even during the height of used car prices the prior years. Add in they are hemorrhaging cash that any $$ that goes out in support further destroys the company (so they fight valid claims endlessly), or the horror stories of them never sending the title for weeks or months and it's enough I'd never want to deal with them. And if you're in an area with a Carvana 'store', you likely have a lot of other options.

 

[thatLDK]

My experience with "XX point inspection", is when they can make $$$, they find a lot of items to call out, when it's to sugar coat a sale, they find nothing.

This is true from having multiple conversations with a parts dealer for the big automotives/dealerships (his whole job was to travel his geo-region to "train" dealerships so they'd buy more parts...on which he made commissions on those sales) This lead to me asking about the XX point inspection and he cited some statistics how when they just note 1 or 2 items, the customer may/may not get something fixed, however, when you list out 5+, they are much more likely to get at least 1 and generally 2 (pending what's pointed out and resp. costs) addressed/fixed/etc. No matter the outcome, it's a net positive to the stealership and at worst a net negative to the customer for something that may/may not need fixing. So, while I don't have the stats to say "cars today just have more wrong w/ them" ... or "people just don't take care of their cars the way they used to", etc. ... I find it hard to believe suddenly the XX point inspections are finding more wrong each time it's brought in.

You seem to have experienced both sides of it. My 2 cents on Carvana is they offer a pittance on buying used cars (even during the height of used car prices the prior years. Add in they are hemorrhaging cash that any $$ that goes out in support further destroys the company (so they fight valid claims endlessly), or the horror stories of them never sending the title for weeks or months and it's enough I'd never want to deal with them. And if you're in an area with a Carvana 'store', you likely have a lot of other options.

@drgoedken Thanks for the input, that unfortunately makes a lot of sense. In regards to you statement "cars today just have more wrong w/ them" ... or "people just don't take care of their cars the way they used to", I fee it is "people just don't take care of their cars the way they used to" I was a auto tech (not a mechanic) out of high school and based of what I have seen people do the bare minimum, and they don't know enough about the vehicle they are driving. So buying any used car is a crap shoot. A good example is my mother, she purchased a 2005 Honda Civic new, and she has well of 200K miles on it. And it runs and looks new, because she maintained it, got all the services done, and if an issue presented itself she took care of it.

You are right Carvana is Hemorrhaging money, but somehow still seem to keep limping along. I am not trying to get Carvana to do anything more than they have promised. I have the Silver Rock warranty coverage, and I will utilize it to the fullest. The main thing i want is for people to be made aware that these supposed "150 Point Inspections" Are shit! If they are going to buy a used car have the vehicle checked out. That was my mistake, not checking it right away. Fortunately as an issue presented itself I got it addressed.

The only way we can make it known to the general public is to use our voice, and find a way to bring attention to the matter educating the masses on what to watch out for.

 

[thatLDK]

UPDATES
So yesterday I received a call around 2 in the afternoon from Silver Rock, they have waived the $200.00 deductible.

Then about an hour later, I received a call from Carvana's Executive Resolution Dept. They have told me if there is any additional deductibles in this situation that they would reimburse me for it. They went on to tell me that they would be looking into the Carvana Location and Tech that did the 150 point inspection on my car... Not sure if anything was going to happen with that. But fingers crossed.

They both sent me Text messages with further info and or direct contact details.