Carvana Daly City - Daly City, California

Neeraj Puri

Great experience. I used the app to do all the paper work. I as in and out in 20 minutes. Top dollar received, check in hand. Shout out to Orson to took care of everything. He was thorough, informative and very helpful.

Nolan Ku

We traded in our Tesla Model 3 for a Ford F-150, to use as our new tow vehicle. The process was smooth and quick, but all the good feels quickly disappeared once we realized several features were missing from our purchased vehicle that were originally advertised. We were still in the 7 day return policy so we asked about a cracked center console. They said a vendor can fix it after a week. Later we find out the “in network mechanic” does not perform this fix. We inquired about the missing sunroof. To either fix or compensate us for the missannotated feature. They came back and said the original price still stands firm but they can offer me $100 for the error. I asked about the missing power tailgate/hatch. They said sorry, but no additional compensation. I asked about the 6.5 foot bed length as advertised (I measured and it was only 5.5 feet long). No additional compensation. I was offered a couple of extra days to return it for a different vehicle from Carvana, but couldn’t find anything I wanted within the budget they originally advertised. Ultimately, we kept the vehicle because we already sold our Tesla to Carvana and also needed a tow vehicle to make our cross country trip. But I did feel a bit slighted or cheated by the company as a whole.

To be missing so many features, and then later say “no price adjustments can be made after talking to our team,” I feel is wrong. Three stars (instead of two) were to acknowledge this service still works out okay for those who do not want to haggle with private parties or dealer trade ins. But definitely check to make sure vehicles have features advertised, because mine definitely did not.

Wendy Warren

On time for pick up , waited 40 min for car. There was a sticky substance on middle console of car. The rest of the car was clean.
Mileage stated in paperwork was 27, 612. Drove home 71 miles and saw mileage was actually 27, 950 .Should of been 27,683 miles .Difference of 267 miles more than what was presented on paperwork .Color of car listed on key fob incorrectly labeled as beige. Car is black. The first stop after getting car 4.5 miles away low battery key fob replace message.
Bottom cover of key fob missing and emergency key inside key fob missing. Carvana is not replacing either part of fob parts missing.
It was a back and forth confusion Mileage my word against the company, I lose

Matt Brewer

Beware when making your appointment.
I purchased a vehicle and scheduled to pick it up a week out. On the day of my appointment I received a text message confirming my appointment, an hour later I received a text saying my appointment had been rescheduled for three days later. When I called there was no explanation, just guesses about state inspections, which don't apply to my state.
I thought since Carvana caused the delay they might be open to delivering my new car without charging me so I wouldn't have to take another day off work, that was a hard no. They couldn't get things in order on their end, so I'm just out of luck.
Also, don't waste your time with their AI chatbot.

Say

We had an appointment to get our order, we got there early on time and the lady assisted us right away. There are so many things going on during the pick up, i suggest you do your own google search online before heading over to the vending car machine, it's not as simple as going there, pick up your car order and leave. So make sure you go there very prepared. We left the carvana after 2 hours later. So much waiting and staff! Not to mention, they listed the car that has an adaptive cruise control when there is nothing.

The lady that assisted us was super nice though, she's doing the best she can do. But the company really need to get their stuff together.

I will do an update once we decide what to do next. We are still waiting for a call from them.

James Sanders

Here's my experience with Carvana. I would have to say.... wasn't as tedious as I expected it to be. Nooooowwwww, there is a verification process that can be a bit much. Like a online and phone call verifications. (I get it though). They want to make sure you are who you are. After verifying that (I am who I am) the process was done. I was able to meet Orson at the daily city's Carvana. Orson was dealing with a customer and still greeted me as I walked in. "Hi, welcome to Carvana. Please have a seat and I'll be right with you". He presented himself and I started signing the paperwork. Now, remind you I've already signed, verified, and gave blood before I got to this point. I still had to sign on the dotted line.
Orson was very thorough and made sure the paperwork was in order.
I won't spoil how my new car was presented to me but I would say it was the shit! (I was going to say phenomenal) ... But, this is mah review lol. At the end of the day I got the car I wanted and the experience I needed from Carvana.
Thanks again Orson, I appreciate yah.

Lucy Rensch

After looking at all the cars, we decided on a black BMV. The day of the pickup we had a message that the staff left and the car didn't get cleaned. Upon arrival the car was VERY dirty and it stood out even more being that it was a black car. We got in the car, it was on empty. Had to rush to the closest gas station. As my husband was driving it, so much smoke was coming from the car. By the time we got off the free way we had to have it towed, due to it leaking greenish fluids, and smoke coming from the hood and back of the car. We were told we could exchange the car and we did. Went back to the drawing board. This time we picked a different car. Made an appointment, spoke with people before arriving and was told I could come by myself. I arrived before my appointment was told someone would be with me shortly. I said okay. Finally a guy (wish I recalled his name) because he was extremely RUDE. He mentioned my husband had to be at the appointment because his name was on it, but that was never explained to us. I asked if it would be possible to process all the paperwork since I needed to pick up my children. He asked the manager and his rude self said yes. But they never came back to start the paperwork. I just waited and waited. Finally my husband arrives and is like where is everyone. I said I wish I knew, because I had been waiting for over 45 minutes. My husband looked all around the lot and finally found them both sitting in the office like nothing and getting ready to go home. He was like my wife has been waiting and we need to get our children. This time my husband explained that it was just exchanging a broken car and that they had all our paperwork. The first guy had a nasty attitude towards me, and my husband and to jump in like, at the end of the day we're customers. The manager came out singed a paper and that was it. The whole process took 5 minutes. I asked for both of their names and I'm upset that I lost the post-it, because both of them need to work on customer service and how to treat people. A simple apology would have gone a long way. And if my husband never showed up how long would they have just sat in the office talking like I wasn't in the waiting room.

RB

Title: Unacceptable Service and Complete Disregard for Customers

Review:

My experience with Carvana has been nothing short of a nightmare. I was scheduled to pick up a vehicle today, August 14, 2024, at 12 pm from Daly City, CA. I had everything arranged—plans cleared, logistics managed—only to be informed, without warning or explanation, that my appointment was unceremoniously rescheduled to Monday, August 19, 2024. This sudden change has caused significant disruption to my schedule and finances, yet Carvana offered no apology, no explanation, and certainly no financial recompense for the delay.

The incompetence and indifference shown by Carvana’s customer service is staggering. Every representative I spoke to was unhelpful, dismissive, and frankly, terrible at their job. Not a single person could provide a clear reason for the delay, let alone offer a meaningful solution or compensation for the inconvenience caused. The lack of professionalism and basic decency in handling customer issues is appalling.

Carvana’s failure to communicate, coupled with their blatant disregard for customer satisfaction, makes me regret ever considering them for my vehicle purchase. This experience has been an exercise in frustration and disappointment, and I would strongly advise anyone thinking about using Carvana to reconsider. Their service is unreliable, their staff is untrained, and their customer care is non-existent. Save yourself the headache and look elsewhere.