Carvana labels undisclosed clear-coat damage as normal wear and tear
A Carvana delivery driver pointed out cosmetic damage on a newly purchased vehicle that wasn't visible in the listing photos or 360-degree view, but Carvana denied the resulting claim by classifying deep scuffs through the clear coat as ordinary wear and tear. The customer also couldn't upload supporting high-resolution photos due to a broken upload feature on Carvana's site.
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A buyer who reported a windshield crack absent from the listing photos on delivery day had the claim dismissed as cosmetic, then received no scheduling follow-up for the drivetrain inspection he was told to arrange. When he invoked the seven-day money-back guarantee, the only appointment offered fell on his departure date, a co-signer was not permitted to complete the handover, and the drop-off point was two and a half hours away. Requests for written confirmation of these exchanges were answered only with assurances that everything was in the system.
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