A woman purchases a BMW from an Oklahoma City Carvana but unexpectedly runs into a string of issues that she says are going to cause her to return the vehicle before the end of her trial period.
TikTok creator Quella (@accordingtoquella) posted a video with her Carvana complaint recently. “I knew getting a car out of a vending machine was a terrible idea. Carvana, count your days,” she says to start the video.
Quella explains that she went into the transaction knowing that there was some superficial body damage to the BMW. However, she says that when she put eyes on the car, she noticed the side mirror was suspiciously cracked as well. “It was noticeable,” she says. “How [Carvana] didn’t notice it, I don’t know.”
What Else Was Wrong With The Carvana BMW?
Then there was a chip in the windshield, which Quella says she normally wouldn’t mind, except that the crack “has a little star thing” and looked like it was going to spread. She says she told a worker about it at the Carvana location before she left with the car.
“She gave me a number to call,” Quella says. “So when I call the number, they’re like, oh no, baby, once you leave the lot, glass is not covered by us. I said the devil is a lie. Y’all are going to fix this, because I told you in person. I messaged you in the app. Compare the time stamps.”
The issues didn’t end there. According to Quella, she started her three-hour drive home from Oklahoma City when she noticed something was off.
“I’m like, y’all ever seen a semi-truck when they drive, but the back of the truck sways like a big booty [expletive]?” she says. “That’s how my BMW was doing. I was like, 'Maybe I need to get used to the rear-wheel drive thing.' My boss said that’s not normal.”
Additionally, Quella says that the vehicle would shake every time she hit the brakes. “I don’t need a vibration plate because my car shakes when I brake,” she says. “Then, as I back up, it squeaks. I done got got by Carvana.”
Viewers React To Woman’s Experience With Carvana
In the comments section of the video, viewers reacted to Quella’s story and offered their opinions on buying from Carvana.
“They will buy any car and resell it,” said one viewer.
“I sent [one] back yesterday,” said a second person. “I picked it up on Friday. Took it to my mechanic Tuesday [and found out it had] bad brakes and rotors and an oil leak. They offered to fix it. No thanks.”
Quella replied, “Same minus the oil leak. I let them fix it since nothing else was wrong.”
A third person said, “I must’ve got lucky then. I just needed tires after a year of having mine. I’m keeping up with the oil changes and stuff. No major issues.”
Carvana’s Imperfection Standards And 7-Day Return Policy
According to Carvana, the company does its best to include any vehicle imperfections in the 360-degree tour so that situations like this can be avoided entirely. However, customers who do notice imperfections that weren’t previously disclosed and are within their 7-Day Money Back Guarantee window can submit those “cosmetic imperfections” to the company for review.
Buyers can submit up to three imperfections for review. If the insurer, SilverRock, finds that the issue wasn’t disclosed on the site and falls “outside of Carvana’s standards,” they’ll be contacted with next steps. SilverRock doesn’t cover imperfections submitted outside of the seven-day trial period or any damage incurred after the buyer received the vehicle.
Carvana buyers on these Reddit threads posted to r/Carvana indicate that the policy generally works as described. Several highly recommend making sure the car is inspected during that seven-day period.
Motor1 reached out to Quella and Carvana via email for comment. We will update this story if they get back to us.
@accordingtoquella I KNEW better!!! #carvana #storytime #carissues #relatable ♬ original sound - Quella
