Carvana allegedly sold cars to customers without selling them the title, resulting in a painful and confusing struggle for new car owners.
The online car seller has run into legal issues in recent years, with North Carolina temporarily banning the company from selling in the Raleigh area of North Carolina in the second half of 2021. The problem stems from the fact that the company sells cars but does not provide new owners with the car title.
“Carvana has pioneered online car buying by consistently delivering exceptional experiences, and we have bought and sold over one million cars with customers while achieving a leading Net Promoter Score (NPS) of industry and an average customer experience rating of 4.7 out of five stars,” a spokesperson for Carvana told FOX Business, without directly addressing the issue.
“That said, we remain firmly committed to continuous improvement and will continue to work hard to make the best car buying and shopping experience even better.”
A car Title is the most important legal document because it actually provides ownership of the vehicle. Without a title, it is even illegal to drive the car or sell it.
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And the problem has arisen in a number of states: Derek Mundhenke in Kansas City, Missouri, bought a silver Subaru Outback in Carvana for a $13,000 theft. He paid for the car in full, but 11 months later still didn’t own the car because Carvana hadn’t provided him with the title, FOX 4 KC reported.
“They just dance around and never give me a good answer and they just give me false and misleading information about the documents I might be using (to register the car) instead of the title,” Mundhenke said.
Mundhenke claimed Carvana told him to register the car at the DMV with the title request, not the actual title, which doesn’t work.
Carvana also faced probation in Michigan, and Florida also threatened to revoke the company’s license.
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Some users visited a popular site Reddit to discuss their issues with the company, an article noting that one had to call the state’s DMV and the Attorney General’s office to finally acquire title to the car.
“I think the secret is basically beating Carvana’s ‘support’ team until they get tired of dealing with you,” the post read, along with at least a dozen different posters. also saying that they suffered a similar problem.
A Colorado user claimed to have waited 6 months to receive the title, and most states only allow 30 days to complete the process. Another user claimed to have suffered from the problem for a year and a half.
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“I can’t get insurance here without a plate number and I can’t get a plate number without a current title or registration (which has expired),” the other user wrote.
Carvana offered to buy back cars in Florida instead of providing the title, leaving some customers furious.
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“I think the state needs to step in and do something to either enforce the laws they need to provide you with a title within 30 days or fine them big enough to make sure that doesn’t happen. “, said Michael. Johnston, who has been waiting for his title for more than four months.