Show:
Liens & Payoffs
Documents
Why Carvana?
Appraisals
Expectations
100

What is the difference between a lease and a loan?

Loan: Customer makes monthly payments to eventually own and be sent the title.

Lease: (Long-term rental) once the maturity date has passed, the customer must buy or return the vehicle.

100

Name at least 2 acceptable forms of identification.

Driver's License

Passport

Military ID

100

Carvana is completely online! How to we accomplish this?

  • Deliver the vehicle straight to your door!
  • You can buy/sell a car from your home!
  • It’s so easy and takes as little as 2 minutes!
  • Quicker and easier than Traditional Dealers!
100

Can we honor an offer if the customer doesn't have an account?

Only if they have proof that their vehicle offer was provided within the last 7 days, we can honor the value!

100

What is the expected time frame for a case to be approved?

24-48 hours

200

What lienholders can we not buy leased vehicles from?

  • Ally Financial

  • Ford Motor Credit

  • GM Financial ( ACAR )

  •  Infiniti Motor Credit ( aka NMAC / IFS )

  • Lincoln Financial

  • Nissan ( aka NMAC / IFS)

  • Southeast Toyota Financial ( aka VT INC TSTEE WOLT / WORLD OMNI FINANCIAL )

  • Tesla

  • US Bank

  • Volvo Financial Services

  • CULA

  • Hyundai/Kia

  • Honda/Acura

200

How many days until odometer photos expire?

14

200

Carvana does not negotiate. How is this accomplished?

  • We don't work off commission!
  • The price you see is the price you get!
  • We don't try to haggle. The out of door price includes all fees as they see on our website.
  • No extra hidden fees!
200

What is the first thing you should check before requesting a Manual Appraisal?

Make sure the VIN is correct!

200

How long does it take to get a Manual Appraisal?

24-72 hours

300

Can we accept a 10 day payoff document if it does not show the full loan account number?

Yes! We will just need to ask the customer for the full loan account number on a separate document.

300

Name at least 5 title-holding states

Kentucky (KY)

Maryland (MD)

Michigan (MI)

Minnesota (MN)

Missouri (MO)

Montana (MT)

New York (NY)

Oklahoma (OK)

300

Carvana makes our process hassle-free. How do we do it?

  • We offer a price for your vehicle upfront
  • We can deliver/pick up a vehicle from your home/work/etc.
  • Browse our vehicle inventory on our easy-to-use website!
  •  360-degree tour of the vehicle, see the interior and exterior of the vehicle!
  • We list out all the features and point out any notable imperfections for transparency!
  • Carfax available for every vehicle!
300

Name one reason Carvana can not purchase a vehicle.

1. The vehicle can not be safely driven

2. Transmission issues

3. No registration history/not in AutoCheck

4. Older than 1992

5. A lease with a company we do not work with

6. Vehicle with active theft

7. Vehicle titled under a deceased owner

300

What are the three methods that could be used to pick up a customer's vehicle?

1. FA picks up with a Carvana Hauler

2. FA arrives in an Uber and drives the vehicle to the hub

3. FA goes to complete appt and paperwork, then a 3rd party towing company picks up the vehicle within 12 hours

400

What team handles Positive Equity Payments to customers?

Accounting/Accounts Payable

400

Scuffs, Trim, Accidents + Great Condition, Scratches, Dents, and Lien are all types of what?

High Risk flags

400

Carvana certifies vehicles to ensure we are selling quality vehicles. How do we keep this promise?

  • 150 Point rigorous inspection - the car is checked to ensure it is mechanically sound and all of the wearable items have at least half their life left
  • Every vehicle gets an oil change
  • Check to make sure there is no frame, fire, flood damage
  • Every vehicle gets a full detail
  • No reported accidents - our customers can confirm this on the Carfax report!
400

What document do we need to verify trim/features on a Tesla?

Build Sheet or Window Sticker

400

Name and describe one of the documents we have the customer sign at their appointment.

  • Carvana Vehicle Purchase Agreement (AKA Bill of Sale):
    •  Formal document the customer signs off on at the time of their appt that finalizes the sale of the vehicle. (Customer gets a copy)
  • POA (Power of Attorney): 
    • The customer signs off on a Power of Attorney (POA) which grants us permission to payoff their lien holder  and flip the title into our name with the DMV
  • Dealer Acquisition Contract:
    • Blanket authorization for loan payoff and balance verification. This is the reason why all individuals who are listed on a lien must be present at the time of the appt. They must sign, even if they are not one of the registered owners.


500

What are the only companies we can ALWAYS accept Customer Lease Payoffs from?

Toyota/Lexus, Toyota/Mazda and Chrysler Capital (lien date after April 2020)

500

What does it mean to have a Goldenrod title?

California DMV has not received the title for the customer's vehicle from the previous state the vehicle was titled. Carvana is unable to move forward until Goldenrod is removed from REG.

500

Carvana values transparency. How do we back this up?

  •  Prices based on fair market value
  • No hidden fees; no dealer or doc fees
  • The sticker price you see on every vehicle is the price you will pay, plus taxes, title, and registration based on your zip code
  •  We are an online company, we don’t have the overhead of a regular dealership and can pass on that savings to the customer
500

Can we purchase salvage vehicles?

Yes, but the offer will be $100-200 at most.

500

What are the two forms of payment we offer the customer?

ACH Direct Deposit 

Certified Business Check (Must be deposited)