Carvana, an online retailer of used cars, seems to be having trouble selling used cars. The Arizona-based business has encountered numerous issues with late titles. The dealer's license to sell cars in Illinois was then revoked from the used car dealer.Even though the license has been reinstated since, they continue to have issues with the Florida DMV. Now, a Maine used car buyer who was allegedly sold a lemon by Carvana has received $300 in compensation but has received nothing more than an online apology.
Lauryn Smith, 43, purchased the troubled 2015 Volkswagen Tiguan. The VW was purchased online by the resident of Portland, Maine, in July, and the issues began immediately. Smith voiced her displeasure and requested that the sale be canceled due to Carvana's respectable seven-day return policy. But then came the real circus. Carvana talked a lot about returning the Tiguan and getting a Volkswagen Golf instead. The Tiguan's mechanical issues are now known, but the car was stalling in the most inconvenient place. The VW crossover that Smith was driving, which was seven years old, stalled at a gas station and wouldn't start. Carvana told her to leave the vehicle where it was and promised to send a flatbed truck from the company to move it as soon as possible. However,
Carvana's roadside assistance never showed up. Consequently, the proprietor of the gas station ordered the vehicle to be towed to an impound lot. Outside, the world is chilly. Smith was somewhat in the dark at this point, but the towing company informed her later that releasing her non-running Tiguan would cost $1,700 in towing and impound fees. Carvana's customer service was criticized by Smith, but they agreed to pay for the impound fees. However, Carvana decided that it would only contribute $500 and would not even cover half of the cost. In order to avoid having her credit score "severely damaged," Smith was told she would have to pay for the remainder out of her own pocket.
Smith paid, but he did not let the issue go; she sought attention from the media by contacting the Boston Globe. The fact that Carvana accepted a $2,000 check and returned the Tiguan was not surprising. She was only paid $300 for her trouble, excluding the cost of storage. Smith said to the Boston Globe, "I'm happy Carvana has stepped up to take responsibility." But it wasn't just for me that I shared this with the media. I wanted to demonstrate to them that there is a way to respond because I worry that other people are constantly mistreated.
Because the digital apology and small change refund were inadequate, Smith intends to lease a brand-new car from a dealership in the Portland, Oregon, area. "We work closely with Ms. Smith to resolve this issue as we are committed to ensuring that, in the rare cases where we do not initially live up to our brand promise, we work to make it right," Carvana stated. "We care deeply about the experiences of every one of our customers."
Although Carvana's business model once appeared appealing, it has lately received a lot of negative press. We are hoping that it will be able to improve its customer service for its own benefit.
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