Carvana DC (Gaithersburg)

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Allen Kumru
6 days ago
I used Carvana years ago and was happy but my most recent purchase was anything but satisfactory. My most recent purchase had a number of issues from the get go. The staff inside are incrible rude and dismissive. No one spoke to me for 45 minutes after I arrived. It s like A ghost town when you walk in. The front desk gentleman disappeared when you walked in and doesn t come out. But moving on When I selected the car I wanted, it had tints. When received the car, there was no tints which I suspected was due to tint laws in my state. However, Carvana didn t even bother to clean the sticky residue off the windows when they removed the tint. Then 4 days into having the car, the check engine light came on. When I diagnosed it was because of a purge pump. Carvana told me to take it to a preferred spot using Carvana care. Knowing nothing about cars, I did. Then, in between that time I dropped my phone in between the seats and found a casino chip and an old French fry. No lie when I took it to the preferred dealer they contact silver rock who denied a claim because they wanted further diagnostics probably trying to put me outside of my 7 day return window. Turns out: after 3 days of dealing with that, it happened to be covered under manufacture warranty. So once I found this out, I took my car back from the clueless mechanics at Mr Tire and took to the dealer who fixed my problem in 3 hours after the local mechanic had it for 3 days. Long story short: Carvana did a despicable job at cleaning my car, sold me a malfunctioning car, and then their warranty service wanted to deny my claim. I will NEVER use Carvana again. And I caution anyone from using them.

  Donte Mitchell
4 months ago
Service at this location was great, and the car was as described from everything shown on the website; Lucky me! Due to weather, I was almost an hour late to my arrival time, but the Carvana staff was understanding and still took me in! I was in and out within 15 minutes.The car itself has been great for the little time that I've had it, so I've luckily been blessed with a great experience! At least for my situation, the car buying experience was easy, and everything was as advertised!

  Brian D
3 weeks ago
I chose carvana so that I did not have to talk to dealerships and deal with being sold to. carvana was nice in the fact that I could look up the cars and I would like and then I could Hold a car so that I could purchase it when it was available. however I had to pay almost $2000 to have the car shipped non-refundable deposit period with Another $300 to have it shipped to my house. The associate that I spoke to said I should have gotten a call for all the paplerwork and things that I would need and I did not and I have had to go back 3 separate times to finish off the purchase. To top it all off the carvana office was not that impressive. the furniture was dirty the bathroom was serviceable and the associates seemed ambivalent and unhelpful.There is no actual number to call the specific office you want, also they are not busy. I would imagine the appointment times are there to make sure someome is there to see you even though the concierge desk never actually has a concierge sitting there. You just have to wait for an associate from their office to greet you.Update: we immediately had service lights pop up. I am fairly certain this car was with them until AT LEAST november of last year and it was just recently added to the new pool. They had it that long and did not change the oil? I also had two recalls that still need to be fixed that they didnt bother doing, and they couldn't remove our old hitch elecronics as there is no garage at that location.Also whats up with these wires under the bumper?Had they taken a modicum amount of attention to detail and a bit more involved on the day of this could have been an easy and fun experience. But as it stands now, their business practice are on par with their chairs. Unique and interesting, but ultimately ucomfortable, unable to pivot towards the customers needs, and needing a serious tidying.Second update:Took it to the Firestone that Silver Rock told me to go to. It didnt need anything that the car was mentioning maintenance wise which was nice, except for the fact that there was clear visible evidence that the car was in a wreck and that this information was not brought up prior to this. Especially, since the CARFAX said the car came back with no accidents.Third edit:I asked to transfer my registration! Why did I just receive NEW PLATES!I specifically asked to have my plates stay the same. Why let these numbskulls do work for the dmv for me if they cant do it right!Tried contacting Carvana to fix my plate issue. She says I dont see any record of yoy trying to KEEP your plates. Obviously it wouldn't be there if it wasnt recorded.Also since the process was complete, they are now considered a "third-party" and cant assist.At each and every step of this process I seem to have been hindered by incompetence and a failure to attention to detail and care for the customer. I CHOSE this service in the name of transparency, and convenience, and at each step I have followed Carvana into new circles of Hell to guide me through this terrible New World and must now plung myself into the Final Circle towards the DMV itself with a hollow and shallow "sorry you gotta do that by yourself" to accompany me.

  Angela Rosenberg
a week ago
I had an excellent experience at Carvana upon selling my car. Their online appraisal was exactly what I received and the whole process was super simple. I did all the paperwork prior to my appointment and the appointment took 10 minutes. They even found something I forgot in the car and are mailing it back to me. Outstanding customer service from Trey and Jared. Thank you, I can't thank you enough!

  Mark & Anna Neff-Hakobyan
5 days ago
Horrible...This is the 3rd time I've used Carvana and will be the last. I've used them several times over the years but their quality decline makes it cost prohibitive to do business with them. They were already overpriced but you paid for convenience. The condition of the vehicle I received was horrid. So, I exchanged it. The replacement has a safety issue that Carvana's 3rd party warranty company won't cover. Someone tried to remove window tint and in doing so damaged the factory UV coating on both front door windows creating scratches and a foggy appearance. Carvana says they won't replace the windows either. So, I will be returning this vehicle for a refund. Carvana will try to pass this vehicle off onto someone else unfortunately.No wonder they are losing money.

  Mary Holloway
a month ago
I had no idea what to expect when I decided to sell my vehicle to Carvana, especially since it was on a Friday. Anyway, it was the best deal I could have made after trying two other companies that low-balled me. The transaction was quick and easy and I got my money Monday morning! I WILL be using Carvana again and encouraging others to use them as well! Thank you for making everything so painless!!

  Tom Armstrong
8 months ago
My experience at the actual location was fine. Everything went according to plan. I do have issues with delivery and the supposed 150 point car check. My car was delivered with a damaged front spoiler that had obviously just been done at the location. Silver rock said it s not your issue. The car had an oil change and they didn t use a proper oil filter for that car. The clutch fluid was low. There was no fluid in the windshield washer reservoir.This was a special edition car. While I understand that Carvana employees wouldn t understand that, more care during delivery and letting the manufacturer dealer would have taken care of a proper car check.

  Sheila Jordan
4 months ago
I do NOT recommend selling your car online to this business. There is no way to add what additional add-ons that you purchased separately on your vehicle other than what comes up on your vin#. The staff is rude, all they want to do is get you in and out of their place, no discussion as far as what their app allows you to enter. My vehicle is a limited edition with several added packages & I had several expensive add ons that they wouldn't even take into consideration. It makes you feel as though you are at a "McDonald's" car dealership. I DO NOT RECOMMEND THIS ESTABLISHMENT!!! I would rate them 0 stars if I could.

  Sherrill Neese
4 weeks ago
This was fun. Using the coin and watching the car being "delivered" out of the "car vending machine" made it very memorable. The car buying process was very easy. No fuss. No muss. You do not feel like you are being ripped off by some sleezy car dealer. It was good. The staff was nice. The facilities were clean. I highly recommend it. I will be looking at Carvana for my next car.

  Sara Yassin
2 months ago
While the online customer service is fantastic I think Carvana could use a lot more work on the end product. Twice I purchased a car from the Gaithersburg vending machine and twice there were problems. One: when I opened the convertible button the whole top crumpled and they repaired it but it took 2 weeks. Then I took a chance on another car. When they brought it down the turn light was fallen off and hanging on by the wires. I took the car but I had to deal with the repair myself. This turned into a real PIA and I just said FORGET IT! I returned the car. I think before somebody receives their car an associate should go over it before the sale. I love the concept but they could do better. I probably won't purchase from them any more unfortunately.

  Stephen Durkin
3 months ago
Completely untrustworthy company. they are liars and cheats, buy from a reputable dealer instead.I bought a car that needed to be shipped. Within an hour of picking up the car, I noticed a chip in the windshield. I called Carvana, they said there was nothing they could do. They would be able to refund the money less the shipping cost ($990). I figured that fixing the windshield would be less expensive. When the Safelite repair man showed up, he said it had already been repaired. Carvana had known about the damage but never disclosed that information to me. They are shady, and cannot be trusted

  Street Smarts
2 months ago
By far the best trade in experience I've ever had. In and out in less than an hour and only because it was busy. They offered me more than the dealer i had been paying for service. Anytime I sell a car from now on I'm checking Carvana first.

  HybridTheJackal
5 months ago
Service was fine. Car turned out to be trash, the replacement was worse. Gave them a try Total waste of time. Maybe better to just go to a regular dealership

  Chantell Smith
a year ago
I arrived to pick up a luxury car that had damage the size of a golf ball with paint missing all the way down to the fiberglass thread showing. This damage was not reflected no where on the car online prior to me driving an hour to pick it up. I was then informed that no one saw it and it must have been damaged in transport. Which means, they just received the car and never inspected it?? Waste of my time but grateful I have other options with other dealers. Oh and Carvana does not guarantee a repair outside of mechanical or safety. So I guess I was expected to purchase a $71K damaged car!

  Gabriel Agha
4 months ago
The quality of the "150 point inspection" is questionable. Right after completing the purchase at Carvana, I noticed significant issues with the car such as a pronounced wobble and heavy pulsating brakes. I immediately contacted Carvana and was advised to bring the car to one of their authorized warranty repair shops. The repair shop determined that all four rotors needed to be replaced, which was covered by the warranty, but the brake pads were not included. They also covered a tire balancing but did not provide replacements for the two tires that were in need. In addition, one of the tire pressure sensors required replacement. The time spent waiting for the diagnosis and repair work negated any convenience or time savings typically associated with purchasing a car from Carvana. Furthermore, the car was not thoroughly cleaned and all the windows had a foggy residue. I am extremely disappointed with my overall experience purchasing a car from Carvana.

  msgidd
3 months ago
Yay! What a great experience. After spending 8 hours with a dealer, it was great to work with Carvana. Everything was completed online and they make it easy to sell your vehicle and get a fair price. The pickup was simple and the young lady that did the pickup was very friendly. Great job Carvana!

  MDouglas Scott
2 months ago
I was very disappointed with my purchase from Carvana! The night I went to pick up my vehicle, I was so excited! Then the mountain caved in on me when the sales associate drove my vehicle down to me. First of all, the vehicle was dirty throughout. Secondly, there was major damage to the front of my vehicle which I had to pay out of pocket to get repaired. Thirdly, my whole entertainment system was non-workable!! Lastly, there several scratches and dings in my vehicle. That's not how I turned my vehicle in for the trade. Carvana got the better deal. Could I have gone through the agonizing pain of turning this vehicle back in. Sure. But, who in their right mind would want to go through that whole ordeal again. Plus, who knows, the next car may have been in worst shape! Lessoned learned!! I will NEVER purchase another vehicle from Carvana again!!

  Julian Seiden
2 weeks ago
It was 45 minutes past my appointment time when someone finally spoke to me, and another hour before I got my car. Associate was friendly enough, the couple times I got to speak to him. A friend did not have this experience when they got their car from here, so maybe today was just a bad day. Still, a We ll be with you soon or Sorry we re understaffed goes a long way.

  Sak Vong
2 months ago
## Carvana: The Clown Car of Car BuyingWhere to even begin with this circus act disguised as a car buying platform? Let's start with the ringmaster - their so-called "customer service." Imagine a troupe of trained chimpanzees trying to navigate the DMV on a sugar high. That's about the level of competence I encountered here.My saga began with my pristine 2022 Audi S5. A beauty, a beast, a testament to German engineering that would make Beethoven weep with joy. So, naturally, I wanted to sell it to Carvana, right? Wrong. Turns out, these clowns couldn't tell a car title from a grocery receipt. Three weeks! THREE WEEKS they strung me along, promising pick-up dates that were about as real as a unicorn riding a rainbow. Each call to "customer service" was like wading through a swamp of incompetence, punctuated by the occasional robotic "We're experiencing high call volume" message. High call volume of monkeys flinging dung, perhaps?Finally, I gave up. This wasn't a car selling service, it was a comedy of errors disguised as a business. So, I took my S5 elsewhere, to a real buyer (audi of chantilly) who understood the difference between a car and a banana peel.Do yourself a favor: avoid Carvana like you'd avoid a rabid badger wearing a clown suit. Their promises are as empty as their customer service skills. They're a stain on the car buying industry, a monument to ineptitude. I sincerely hope their entire operation sinks faster than a lead balloon in a hurricane.And as for my Audi? She's purring happily in her new home, free from the clutches of these automotive buffoons. Let this be a lesson, folks: Carvana isn't just bad, it's an insult to the very concept of selling your car. Run, don't walk, as far away as possible. Unless, of course, you enjoy wasting time, dealing with clowns, and watching your sanity slowly drain away. In that case, Carvana awaits with open arms (and empty promises).**1 star (only because zero isn't an option).****P.S. Carvana, if you're reading this, you owe me three weeks of therapy to deal with the emotional trauma you inflicted. Send the check directly to my new Audi dealership.**

  KN Steinecke
a year ago
We purchased our first car with Carvana and was delivered today. All of our paperwork and service was streamlined and entire process was perfect.Helpful to know: When buying a car online always check to see where it spent most of its time on carfax (try to avoid snowy areas where they salt the roads a lot) as you can bet that there were be rust on cars that aren't brand new. Something my dad who was a mechanic always told me. First thing we always check along with # of miles and no wrecks.Our car showed up perfect and spotless inside and out on the rollback - and no issues so far! Definitely delivered on the stress free experience promise. Only suggestion would be improving on customer service when calling main Carvana number and making it easier to put two owners on title when filling out paperwork. Took an hour to get someone on the phone to get that completed.

  Mesfin Asfaha
3 months ago
The worst customer service & car dealer. They have bad cars, they talk around to confuse you, do not keep up the Time of pick-up or delivery time. They will change appointments late in the evening when customer service is unavailable, can't not change date/time on App due to being late. They will sell you a car that you return during the 7 day trial. All calls are by wirh different agent and the notes they rely from other people are not accurate. They don't keep what they promise & agreed on. Save the Hustle, Time, Headache, Your Money, Experience & Enjoyment of purchasing a car. WORST EVER!!

  Greg KTM
4 months ago
Sold my truck to Carvana Gaithersburg 12/11/2023. Deposited the check they gave to me for on 12/13/2023. 12/15/2023 the check bounced and the bank charged me $15.00 for the bounced check. Called Carvanna 12/18/23 and asked they wire the money into my checking account and they refused. Caravan wants 3-5 days to review my case then mail me another check. I find this unacceptable.I did everything Caravanna asked, cleaned up the vehicle, delivered the truck on time along with having all paperwork completed and ready to hand over. its now time for Carvana to hold up their end of the bargain and PAY ME!Before the sale, Carvana gave me specific instructions to not deposit the check through an ATM and to go inside and hand it to a teller, which I did. Also, when I spoke with Carvana about the selling process I was given two options for payment the first option was to have a direct deposit, the second option was a check. The representative told that a paper check was best because there was less of something that could delay the payment. Unbelievable!

  R Walkins
4 years ago
I had struggled to decide on the perfect used car for the best price for weeks, when one night I just sat and decided to pick one. So, in all my price comparison I found some great deals on low mileage fleet cars on Carvana and this night I purchased my truck in just 20 minutes; applying for financing, signing paperwork, uploading documents, and scheduling a pickup time. Great extras, solid standard features, transparency with the carfax and pictures of even the smallest ding, low mileage, and a price that beat all the competitors. I was a little thrown by the $300 delivery OR pickup fee, because, well, pickup should have been free, in my opinion especially since I had to drive over an hour to get the truck. HOWEVER, the pickup experience at the car vending machine was one of the most exciting things ever!! I have never been able to pick out my own car (and I am 42) and to get to experience such a special moment in such a way, where your car is shown off to you like it's on a runway before you get it, was spectacular. The check in process was 2 minutes and then I received a magical coin. This coin then got deposited into the vending machine and the music started, the lights started, and I ran outside to watch my new truck be plucked from its perch within the glass tower. It was like the Disney of car dealerships!! Then we got to inspect the truck in our own meet and greet area, the keys were in the car and we took a brief test drive, and then back to sign some delivery and registration papers (which took another 2 minutes). No stuffy pushy salespeople, no uncomfortable dealership with 20 eyes monitoring your every move like vultures, no haggling, just the truck I wanted at a great price, and an amazing experience I can't stop talking about!! They emailed lmost every day between purchase and pickup to make sure i had nothing outstanding or questions before pickup. They sent me emails after to make sure I was enjoying the car. Highly recommended!!!!!

  Laine Crosby
a month ago
In under 20 minutes, I sold my car and received a check. Papers were ESIGNED before we arrived. Attendant was nice and efficient. Great experience!

  Lucas S
2 years ago
I ve worked at a car dealer service department for 6 years. We would routinely get recent Carvana purchase customers coming in for state inspection or something minor. The cars were always in good shape, unlike many typical used car lot recent purchases. So I decided to buy a car from Carvana myself this time. It was the easiest car buying experience I ve ever had. I was also pleasantly surprised when I went to pick up my car it had 4 brand new tires and brand new brakes all the way around. This was obviously part of their certification process, amazing! Used car dealerships just don t do that! 110% would buy a car from Carvana again!

  Philip Brown
2 months ago
It was as easy as 123. Enter your VIN # or Tag #, milage and 2 or 3 simple question and get an offer. Drop your car and pick up a check. Entire procee is quick and simple

  James Wood, Jr.
a year ago
My experience with Carvana was nothing short of outstanding. They were super patient and helpful to me and delivered my beautiful Ford mustang Mach-E right on schedule I could not have been more pleased.

  Nayaree Rawlings
6 months ago
The experience of buying the car was ok slightly stressful with getting the correct help getting a document verified but my advocate Will ( I believe that was his name I m not good at remembering names) was very helpful and was able to get things done that the other advocates I talked with couldn t I was able to get my car for my birthday and the delivery process was easy the pretty lady( I don t know her name) that delivered my car was very nice respectful and made the whole delivery experience great the only thing I would recommend changing is the fact it says free shipping but you have to pay at least $200 for delivery but other than that my experience was pretty ok my advice for others would be to keep calling until you get the right person that is actually willing to help

  Antoine Taylor Sr
3 months ago
This location customer service has went down hill. As a former employee it s unacceptable. My husband brought a car from them and the level of customer service was very poor. From the vending machine being broke to the employees being lazy and not willing to work with us as customers.I will never refer another person to get a car from this location.

  Nathan Randolph
4 years ago
The online carvana buying experience was amazing! I don't think I will ever go to a traditional dealer again either. No hasle at all. The lobby was empty when I showed up. No wait at all because I had an appointment. You have the option of getting your car out of the vending machine or they can have it ready to go for you. I drove my trade there and drove my new car home. The only issue was that there was no charger in the car when I got my Chevy volt but they are ordering me one and delivering it to my house. I am at the end of my 7 day test drive and I love the car.