Vehicle loan or lease -- Getting a loan or lease -- Complaint #17836690
Complaint Overview
Complaint ID: 17836690
Company: Carvana Group, LLC
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Confusing or misleading advertising or marketing
State: Arizona
ZIP Code: 853XX
Date Received: 2025-11-23T12:00:00-05:00
Date Sent to Company: 2025-11-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
My wife and I purchased a vehicle from Carvana on XX/XX/year>. After signing all contracts through DocuSign, Carvana informed us that there was a delay due to a major problem with the vehicle but refused to disclose what the problem was. Multiple representatives stated contradicting information, claimed they could not find the contract, and misrepresented the vehicles condition. Only later, after escalation, did a case manager reveal the issue was simply a passenger door not opening properly. This was not a major problem as previously described. Representatives also made false statements about Arizona recording laws and pressured me, a XXXX veteran, to turn off a VA-prescribed assistive transcription device. They threatened to disconnect the call and refuse service unless I XXXX it, causing distress and preventing me from understanding contract information. This behavior constitutes : Misrepresentation of vehicle condition Failure to disclose material facts Abusive sales practices Interference with the ability to review and understand contract terms We canceled the transaction due to these practices. SUMMARY OF VIOLATED LAWS ( Quick List ) Federal 1. ADA Title III 42 U.S.C. 12182, 12203 2. ADA Regulations 28 C.F.R. Part 36 3. ECOA 15 U.S.C. 1691 ( a ) 4. UDAAP ( Dodd-Frank ) 12 U.S.C. 5531, 5536 State ( Arizona ) 5. Arizona Civil Rights Act ARS 41-1492.02, 41-1492.06 6. Arizona Consumer Fraud Act ARS 44-1522 7. Arizona Recording Law ARS 13-3005 Contract / General 8. Breach of Good Faith & Fair Dealing XXXX. Unconscionable business practices
Frequently Asked Questions
What is Complaint #17836690 about?
Complaint #17836690 was filed against Carvana Group, LLC regarding Vehicle loan or lease specifically about Getting a loan or lease. It was received by the CFPB on 2025-11-23T12:00:00-05:00.
How did Carvana Group, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Vehicle loan or lease) and describe your issue in detail.
Can I see other complaints against Carvana Group, LLC?
Yes, visit the Carvana Group, LLC company profile at readthecomplaint.com/company/carvana-group-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.