I reserved a 2021 Nissan Titan XD on December 22, 2025. I was told the preparation timeframe would be approximately 10 working days. The vehicle was not delivered until February 23, 2026.
During that time:
Multiple confirmed delivery appointments were cancelled.
On one occasion, I was notified shortly before departure that the vehicle failed final inspection due to a hood latch issue.
The financing process experienced repeated reversals tied to third-party lender information, causing additional delays.
Different representatives provided conflicting explanations.
What was most frustrating was the lack of ownership. Every call resulted in an apology, but no proactive follow-up, no clear escalation path, and no meaningful attempt to resolve the repeated scheduling failures. Escalation did not change the outcome.
This was not a minor inconvenience. It required repeated schedule changes, lost work time, and weeks of uncertainty.
Carvana markets “Better Customer Experiences.” My experience did not reflect that.
I hope leadership reviews the operational readiness and communication processes involved so future customers do not experience the same pattern.
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