Vehicle loan or lease -- Getting a loan or lease -- Complaint #5372299
Complaint Overview
Complaint ID: 5372299
Company: Carvana Group, LLC
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Changes in terms mid-deal or after closing
State: California
ZIP Code: 95212
Date Received: 2022-03-27T12:00:00-05:00
Date Sent to Company: 2022-03-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I purchased a XXXX XXXX XXXX which was originally stated would be delivered on XX/XX/XXXX. When the car had not been delivered on the XXXX, I noticed an email was sent XX/XX/XXXX stating that my delivery had been delayed. I called Carvana on XX/XX/XXXX and spoke with XXXX XXXX. I explained that I was currently in a rental car due to my previous car being declared a total loss and stated due to the delay they I would need reimbursement for the rental car as it would no longer be covered through insurance. I received a text the next day stating that Carvana would cover up to XXXX per day for the rental through XX/XX/XXXX which was the new delivery date. I agreed to this amount even though this was only half of the cost of the rental. On XX/XX/XXXX I received another email stating the delivery was delayed again to XX/XX/XXXX. I called carvana again and explained because the delivery date was pushed back on their end again, I would need the full rental covered. I spoke with XXXX XXXX who stated that the most carvana could reimburse was {$40.00} per day. I asked him to send an email which he detailed that carvana would cover {$40.00} per day for my rental for a total amount of {$880.00} and that I would be able to request they covered more. I explained to XXXX that the rental rate of {$50.00} per day was actually discounted for my insurance company, however, the rental company accommodated that price through XX/XX/XXXX so I really needed my car by that date. He assured me that carvana did not expect any more delays. However, on XX/XX/XXXX I received another email stating the car would be delayed through XX/XX/XXXX. I called carvana again and spoke with XXXX and explained I could not hold the rental any longer and I needed a car. Due to the constant delays I had to go through a local dealership. Carvana is now denying reimbursement for my rental though I have already paid {$1000.00} and have paid a month insurance for the XXXX. I would like the full rental reimbursement
Frequently Asked Questions
What is Complaint #5372299 about?
Complaint #5372299 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 2022-03-27T12:00:00-05:00.
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.