Aurora woman says Carvana sold car with 40,000 mile gap

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DENVER – Contact Denver7 continues to report complaints about popular online car dealership Carvana.

Sydney Allen says the company sold her a 2019 Honda Pilot that had 40,000 fewer miles on the odometer than it had on the title, and until Contact Denver7 stepped in, she couldn’t get of answers.

“I bought a car in Carvana in September,” said Aurora resident Allen. “It could potentially be serious odometer fraud or intent to cheat, and I never got a callback, never got to reach anyone.”

Like others who contacted Contact Denver7, Allen had trouble getting the title to her car, and when it finally happened four months after she bought the car, the odometer read 84,545 miles, that’s 40,000 miles less than his car’s odometer. .

“Which means I could never resell this car because nobody knows what the correct mileage is or if someone rolled the odometer back, Allen said.

She followed Contact Denver7’s Carvana reports, including other mileage discrepancies and other title issues with undisclosed damage.

Contact Denver7 discovered that Carvana has been fined or had his license suspended in multiple states as he struggled to deal with registration issues.

“That was just the tip of the iceberg,” said Mike Rowe, owner of Resale Recovery.

Rowe has been an expert witness on auto damage claims and said the real problem with undisclosed damages is the lack of information insurance companies share with news agencies like Carfax.

“The mistake is that people believe Carfax,” Rowe said. “Carfax is doing the best they can with the information they have, but they have very, very limited information.”

Rowe said many insurance companies don’t share all accident information with agencies like Carfax, so a car can come back with a no-fault report, even if it’s been in a serious accident. .

“Insurance companies need to share this information that they have internally, Rowe said. “Unfortunately, this is the case with most resellers who, even if they see [the damage] if it’s not on Carfax, they know they can pass it on to an unsuspecting consumer. And they do,” Rowe said.

Allen couldn’t get answers from Carvana until Contact Denver7 stepped in.

“After you contacted Carvana, someone from their management team contacted me,” she said, saying the company was now offering a full refund and $1,000 for her inconvenience.

In a statement to Contact Denver7, a Carvana spokesperson released this statement:

“This is a rare and unfortunate instance where a customer’s experience has not met our brand promise and we remain committed to ensuring our customers’ needs are met. We are in contact with the customer to attempt to address any concerns and look forward to assisting our customers in reaching a satisfactory solution,” the statement read.

“It was a terrible experience,” says Allen, who said she wanted to warn others about what to watch out for. “I think it’s just important that people know what they could be getting into if they buy a car with Carvana. It’s been very frustrating and time consuming, and it’s hard to navigate. »

Editor’s note: Denver7 is seeking advice and public input to help those in need, solve problems, and hold the powerful accountable. If you know of a community need that our call center could address, or have an idea for a story for our team of investigators to pursue, please email us at [email protected] or call (720) 462-7777. Find more stories from Contact Denver7 here.

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