Online used car dealer Carvana seems to be having trouble selling used cars. The Arizona-based business has encountered many problems with late titles. The dealer’s license to sell cars in Illinois was then revoked. Although the license has since been reinstated, they still have issues with the Florida DMV. Now, a used car buyer in Maine who was allegedly sold a lemon by Carvana has received $300 in damages, but received nothing more than an online apology.

Lauryn Smith, 43, bought a troubled 2015 Volkswagen Tiguan. The VW was purchased online by a Portland, Maine resident in July, and the problems started immediately. Smith expressed her displeasure and requested that the sale be voided due to Carvana’s respectable seven-day return policy. But then came the real circus. Carvana has talked a lot about bringing back the Tiguan and replacing it with a Volkswagen Golf. The Tiguan’s mechanical problems are now known, but the car stopped at the most inopportune place.

The seven-year-old VW crossover Smith was driving stopped 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 appeared. The owner of the gas station therefore ordered the vehicle to be towed to the impound lot. It’s cold outside in the world. Smith was somewhat in the dark at this point, but the towing company later informed her that it would cost $1,700 in towing and impound fees to release her immobile Tiguan. Carvan’s customer service was criticized by Smith, but they agreed to pay the impound fees. However, Carvana decided to contribute only $500 and not even cover half of the costs. To avoid “severe damage” to her credit card, Smith was told she would have to pay the rest out of her own pocket.

Smith paid, but did not let the matter go; she sought media attention by contacting the Boston Globe. The fact that Carvana accepted the $2,000 check and returned the Tiguan was not surprising. She only got $300 for her trouble, not including storage costs. Smith told the Boston Globe, “I’m glad Carvana has stepped up to take responsibility.” But not only for me, I shared it with the media.

I wanted to show them that there is a way to respond because I worry that other people are being abused all the time.

Since a digital apology and a small refund weren’t enough, Smith intends to lease a brand new car from a dealership in Portland, Oregon. “We are working closely with Ms. Smith to resolve this issue as we are committed to ensuring that on the rare occasion that we initially fall short of our brand promise, we work to correct it,” Carvana said. “We care deeply about the experience of each of our customers.”
Although Carvana’s business model once seemed appealing, it has recently received a lot of negative press. We hope he will be able to improve his customer service for his own benefit.

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