Introduction
As I continue sharing my journey into Turo hosting, let’s revisit my Carvana experience, which, despite its challenges, played a pivotal role in reshaping my approach to buying a car online, sight unseen.
The Lure of Online Selection
My journey with Carvana was fueled by the vast selection of vehicles available online – a significant advantage over the limited local options. This abundance of choices was a key factor in my decision to pursue an online purchase, as it offered the opportunity to find the exact model I desired. At the time of my purchase, Turo required vehicles to be no more than 12 years old and fewer than 130k so I wanted something no more than 6 years old but low on mileage in order to get a long potential hosting shelf life. If you’re considering purchasing a vehicle to list on Turo, be sure to review the current requirements first.
The Carvana Challenge: Buying Without Seeing
The prospect of purchasing a vehicle through Carvana without a physical inspection or test drive was initially intimidating. It’s a leap of faith to buy a car based solely on pictures and descriptions, a significant departure from traditional car-buying norms.
The Initial Purchase
Excited about a vehicle I found on Carvana, I quickly went through the purchase steps, expecting a smooth process. The delivery date was initially set for May 25th, but was later pushed to May 27th. A minor hiccup, I thought.
Insurance Hurdles
After completing the purchase on a Friday, I contacted my insurance agent for proof of insurance, only to find them out of the office until Monday. Carvana then called demanding this proof for the sale completion. I explained the situation, and they agreed to extend the deadline to Monday afternoon and I received an email from the system documenting the extension.
Sale Cancellation Confusion
Despite this agreement, I received a notification on Saturday evening that my purchase had been canceled for not providing proof of insurance. This left me baffled and frustrated. After reaching out to support, they reopened the sale, and my insurance agent provided the necessary documents over the weekend.
Delay Upon Delay
Once the sale was completed again, the delivery was postponed to May 29th, and later to June 2nd. Upon querying Carvana about these delays, I was informed of “quality concerns” with the vehicle, but given no specific details. This vague response, combined with multiple delays, was deeply concerning.
The Final Straw
Fed up, I decided to cancel the purchase, only to be told that the $990 shipping fee was non-refundable. After a series of further delays and confusing updates – including an explanation that the “quality concerns” were just keys locked in the car, requiring a locksmith – I demanded more transparency but agreed to move forward with the sale.
Escalating Frustrations
Despite assurances from a senior executive team member that there were no issues with the car, more delays occurred, attributed this time to replacing key fobs. My request for detailed documentation about the vehicles maintenance and shipping were met with silence.
Cancelled and Disappointed
After being ghosted by the senior executive and facing unhelpful chat support, I ultimately canceled the sale. This ordeal with Carvana, marked by poor communication, unexplained delays, and a lack of accountability, has completely turned me off from using their service again. Needless to say, I would not recommend using them. For review, here’s the Carvana timeline:
- Initial Purchase: Selected and purchased a vehicle on Carvana; delivery date set for May 25th.
- First Delay: Delivery date pushed to May 27th after completing the purchase.
- Insurance Communication: Contacted insurance for proof of insurance; received out-of-office response, with agent returning Monday.
- Carvana’s Insurance Request: Received a call from Carvana on Friday evening needing proof of insurance to complete the sale. Informed Carvana about the delay until Monday; received an email extending the deadline to Monday 3PM.
- Unexpected Cancellation: At 5:45 PM on Saturday, received notification of sale cancellation due to lack of insurance proof.
- Resolving the Issue: Contacted Carvana support; they reopened the sale. Provided proof of insurance over the weekend.
- Second Delay: Shipping delayed to May 29th after completing the sale a second time.
- Third Delay and Quality Concerns: Received notification of further delay to June 2nd due to “quality concerns” with the vehicle. Carvana unable to provide additional details.
- Decision to Cancel: Chose to cancel the purchase; informed that the $990 shipping fee was non-refundable. Waited for a call back from a manager.
- Additional Delay Despite Cancellation: Despite cancellation request, received an email about another shipping delay.
- Manager’s Explanation: Spoke with a senior executive team manager; informed the delay was due to keys locked in the car, requiring a locksmith. Assured of no other issues.
- Further Delays and Communication Breakdown: Six days after the keys issue, informed of another delay due to key fobs needing replacement. Requested detailed documentation and a callback from the senior executive team member; received no response.
- Final Interaction and Cancellation: Contacted chat support for a manager callback; was told they couldn’t arrange callbacks. Decided to never use Carvana again due to the overall experience.
Broadening Horizons
Carvana’s model, despite its pitfalls, made me more receptive to exploring online options. It led me to traditional dealership inventories available online, where I found a balance between the vast selection of Carvana and the familiar comfort of traditional buying practices.
The Best of Online and Traditional Worlds
At traditional dealerships online, I discovered I could ask questions, negotiate prices and request video walkthroughs and engine sound checks. This blend of online convenience and traditional buying assurance was a game-changer, offering a better understanding of the vehicle before making a decision.
The dealer I ended up purchasing through was able to provide their inspection report, a video walk through of the vehicle including the engine starting/running and offered no cost shipping from VA to SC. It would have cost money to ship it on a flat bed but they offered to drive it to me for free which I accepted. I was going to be renting the vehicle out anyway, so what was a few more miles to deliver it?
One thing I wish I would have done is tip the driver who delivered it. They sent an older couple and they were very friendly and personable. I didn’t even think about it until after they had left.
Carvana’s Unintended Lesson
My experience with Carvana, fraught with cancellations and communication issues, inadvertently taught me the viability of online car purchases. It broadened my perspective, showing that online car buying could be as reliable and informative as traditional methods, if approached correctly.
Conclusion: A New Approach to Car Buying
This journey through the digital landscape of car buying, starting with Carvana and evolving to include traditional dealership online inventories, exemplifies the changing dynamics of purchasing vehicles. It highlights the importance of adaptability and the need to embrace new methods while retaining the core aspects of a good car purchase decision.
My Carvana saga, though not ending in a purchase, was a critical stepping stone in my car buying journey. Have you faced similar challenges or revelations in your online car buying experiences? How do you navigate the balance between convenience and certainty? Share your thoughts and stories in the comments below!