r/CarvanaComplaints

I’m making this post to document my experience with Carvana, SilverRock, and the repair facility handling my 2019 Dodge Durango. I’m not looking for anyone to take my word for anything and I have documentation, call history, repair paperwork, and warranty information to support what I’m saying.

I purchased a 2019 Dodge Durango through Carvana. Within the 7-day period, the check-engine light came on. I took the vehicle in to have it looked at, and the repair facility identified what they described as a laundry list of parts/issues that needed to be addressed.

The repairs were supposed to be handled through SilverRock.

I dropped the vehicle off on August 7.

Today is August 18.

That is 11 days without my vehicle.
During those 11 days, communication has been one of the biggest problems. The repair facility has not consistently contacted me with updates. I have had to repeatedly call them myself to find out what is happening. I’ve been given different explanations about parts and at different points I was told parts didn’t arrive, the wrong parts came in, and that I would have to wait another day.

At one point I called in the morning and was specifically told that I would receive a call within a few hours with an update. That call never came. I ended up having to call them again, only to be told it would be another day.
SilverRock has been much of the same experience.

SilverRock never proactively reached out to me. I have had to contact them myself to get information about my own claim and find out what is happening.

I’ve also been told by the repair facility that I would be reimbursed for a rental vehicle. I’m now having to figure out exactly what was actually authorized and what SilverRock will actually cover.

So essentially, I’m sitting here without my vehicle, missing work, and being told to hurry up and wait for the next person or the “resolution team” to get involved.

I eventually went to the repair facility in person because I wanted answers about my vehicle. I was kicked out and told to come back later at the end of the day to retrieve it.

At this point, this isn’t simply about being annoyed that a repair is taking longer than expected.

I no longer trust this repair facility to handle my vehicle.

There have been statements made to me by the shop that I believe were dishonest, and the constantly changing explanations have made me question what is actually happening with my vehicle. I’m not going to make accusations publicly that I can’t substantiate, but I am documenting everything and will be taking my concerns through the appropriate channels.

I have also contacted SilverRock to make sure my concerns are documented on the warranty claim and to find out what options I have if I no longer have confidence in the facility performing the repairs.

I attempted to have police respond when I was at the shop as well. No officer came out, so I am documenting that separately.

At this point, I’m preserving everything: repair orders, warranty information, call logs, communications, rental information, and the timeline of what I’ve been told.

The frustrating part is that I originally had a lot of hope in this whole process. I bought the vehicle through Carvana expecting that if something went wrong within the initial period, there would be a process to get it addressed.

Instead, I’m 11 days into this with no vehicle, missing work, repeatedly making calls just to get basic information, and now questioning whether I can trust the people who are supposed to be repairing it.

I’m not saying every Carvana or SilverRock customer will have this experience. I’m documenting my experience so there is a record of what happened.

If you’ve dealt with Carvana → SilverRock → a repair facility and had a similar situation, I’d genuinely like to hear how it was resolved, particularly if you were able to transfer the repair to another facility or get reimbursed for a rental.

I ordered a 2019 F-150 to be delivered 7/31. It was delivered on time, but I discovered the next morning that it rattled on cold start. It was REALLY bad, there is no way they missed it.

Brought it to one of Silverrock’s “partner” shops first thing Monday morning 8/3. It needed a new engine, or a ton of work done to the engine to fix severe timing issues.

After going around and around with silverrock and getting nowhere and them sending out an inspector who said there was nothing wrong with the truck, I decided to exchange it.

Ordered a 2023 F-150 to be delivered 8/15. Made it EXTREMELY clear to them that I cannot have any delays, I am in the middle of moving, and they’ve really screwed me over. They texted me today 8/14 at 4:30pm when my delivery appointment is at noon tomorrow to tell me that my delivery has been rescheduled for 8/24.

I’ve been in contact with the “executive resolution team” who just reads off of a script, they offered absolutely no resolution. They claim the delay is due to needing a new tail light assembly, but that doesn’t take NINE DAYS to fix.

I have spent HOURS on the phone with them trying to come up with some sort of resolution and only get scripted answers and no solutions. They haven’t been proactive at all to resolve this.

I asked for them to find me a comparable vehicle that could be delivered during my original delivery window, they came up with nothing. They had no explanation for why a tail light assembly could possibly take nine days to replace. They didn’t offer anything to make up for the stress they’ve put me through.

I wouldn’t recommend Carvana to anyone. What a nightmare experience.

I’m in the middle of what I think is the worst car buying experience of my life. My wife and I realized my electric Mustang wasn’t a good fit for the family anymore so I traded it in to Carvana. Bought an SUV and hours after it was delivered I noticed fluid all over my driveway. I suspected it was a transmission leak and indeed it was. The service shop fought to get authorization to drop the pan to check for metal in the fluid and they found a massive amount.

Fast forward to today when I’m supposed to get my exchange (they wouldn’t authorize a transmission replacement even if I wanted to wait) and they text me with a week long delay because the battery is dead and needs to be replaced. A week?! For a battery that needs no special tools or coding to the ECU.

Neither Carvana corporate or the local distribution hub where my car is have been even close to helpful in terms of making my experience “right.” All they could do was say sorry this and sorry that. So now I’m still out a car for another week; it’ll have been almost a month after all is said and done.

I said there were two options i could see for making this right if you can’t fix the battery for a week. Either send my trade in money to my bank account today or tomorrow or waive the shipping fee on a car that I’d buy instead. They said no to both options. Apparently it’ll take a week and half to have a check delivered to me if i want a refund.

Such an ungodly horrible experience.

Bought a used 2021highlander from carvana.i barely noticed it but i realized that the car throttle was lacking. i popped in the obd scanner and showed me the infamous p0420 code. Yep, bad catalytic converter. I returned the car with no issues but i dont trust them anymore. Time to go back to the dealer

Just quit after 2 years of working in a literal nightmare in loss mitigation.

Had the car two days driving on interstate at 70 mph and a light rain rear end spun out causing me to hit wall and crash vehicle. Luckily no one was hurt but scared me to death. I looked at the front tires brand new data manufacturer 12 2025 rear tires were original equipment hand cooks with barely 4/32 remaining. Why didn't Carvana put the two new tires on the rear and not the front if they were only gonna replace two tires. I could've been killed. Should I have my insurance company go after them or should I go after Carvana myself?

The dealership directly sent me a CARFAX report manually filtered to "Excellent Condition" to justify a clean-title retail price of $44,794 on a highly compromised 2022 RAM 1500 Laramie.
Look at the true history they attempted to gloss over:
Title Brand: Legally branded Manufacturer Buyback (Lemon Title) repurchased by FCA.

Engine Teardown: Complete valvetrain teardown to replace the yokes and lifter assemblies for cylinders 1 and 3, plus a full factory top-end repair.

Hybrid System Failure: Total eTorque failure requiring a new motor generator unit, main hybrid battery pack, and standard battery.

Damage History: CARFAX explicitly flags an "Accident reported: moderate damage."

When I called them out on directly providing a manipulated CARFAX report that rates a lemon with an accident history as "Excellent," the General Sales Manager emailed me back stating: "The resale value would be lower unless you were to trade it in to a and then you would receive a regular retail value."
To the mechanics, dealers, and financial professionals here:
• Isn't directly providing a consumer a manually filtered CARFAX to mask a vehicle's true condition tier a massive compliance violation?
• How can a dealer justify handing a client an "Excellent" rating on a truck with a rebuilt valvetrain, failed hybrid system, and moderate accident?
This isn’t about attacking dealers. It’s about awareness and transparency. If dealerships are going to sell manufacturer buybacks, consumers need to understand exactly what they’re buying, and dealers should be prepared to stand behind how they represented and valued that vehicle. Practices like this don’t just affect one transaction; they can damage the customer’s trust in the dealership and in the Ram brand itself. When a customer feels that a vehicle’s history is being minimized or its value is being presented in a misleading way, that experience can follow them long after the sale. Someone who has a bad experience buying a Ram can easily walk away from the brand altogether. That’s why transparency matters—not because dealers shouldn’t make money, but because profit should never come at the expense of consumer trust in Ram.

And honestly, the more people who understand how these vehicles are marketed and priced, the better informed consumers will be before they sign a contract.

I want to bring serious public awareness to this. Appreciate your technical breakdowns and professional reality checks.

Apparently the carvana sub is only for positive reviews. Wow. Anyway.

I chose carvana because I didn't want to spend a whole day at the dealership dealing with the hassle. Find a nice car, right mileage, clean Carfax, price is comparable to local dealers. Great. I have two cars I could trade in, but they low balled me on the newer one, offered $500 for one that is going older and in rough shape, but starts and drives enough to get on the truck.

Delivery day comes. Dude unloads the car, looks good. Well, he can't "keep the trade in running" and his boss says they can't take it because it could get stuck on the tow truck. Really? Fine, I don't even care I'll have a junkyard take it for $500, just remove the trade and I'll pay the difference and resign updated paperwork.

Turns out, he can't remove the trade on his end and generate the paperwork. Fine, no worries. I ask him to let me just call carvana l and have them remove it and rework the deal, shouldn't take long, they redid paperwork for me earlier and it took two minutes. Well, he hold time is 20 minutes.

While I'm doing this the driver tells me he took the trade off. Then I get an email from caravana telling me the order has been cancelled. While I am waiting on hold he loads the car up and just leaves without saying a word!

I wait on hold 40 minutes( the last twenty minutes it tells me "your hold time is one minute." I finally figured out that there is another number for problems. Call that, hold ten minutes. Get bumped up to a supervisor. She is so sorry (but it seems like this is a common occurrence for drivers to not wait) and she will get a hold on it so it can get redelivered. She will hopefully call me back last night or first thing in the morning.

10 am today, i haven't heard back, still waiting for my car. Call again, they are still waiting for the car to be released.

Is there no communication between the local carvana lot and the corporate? How is it this difficult?

Planned to test it out on a road trip today and now we are stuck at home wondering if the re- delivery will happen today or next week.

I am so annoyed, and honestly think I would rather have dealt with the scummy car salespeople. At least I would have my car today.

Avoid at all costs. Carvana is a scam. they sold me a car and in under 48 hours the check engine light came on. I then bring it to one of their approved shops because it's under the 100-day warranty. the shop tells me that I'm not going to get the car back till long after my 7-Day return policy window. It's almost as if carvana planned all this. Do not, whatever you do I repeat, do not buy a car from Carvana. It's a total scam. They're looking to pull a fast one on you