One Improvement I'd love to see Carvana make (It's a niche case, but I ran smack into it)... Allow an offer to be canceled or re-evaluated.

They need to have SOME way to either "cancel" or "re-evaluate" an offer. I understand why this shouldn't be a general function, since it would be abused, but my experience is below to explain why I think they should have some type of override for edge cases.

A few months ago I decided I wanted to upgrade my car. I put it into Carvana and it gave me an offer of $100. Since KBB was at about 15K... I knew something was wrong. I realized I had an outstanding recall that I hadn't dealt with yet, so I figured that was it. I took it into the dealership, who saw my car and offered me 17K. (It was a 2018 Hyundai Ioniq with 9K miles). HOWEVER, when they ran the Carfax they immediately dropped their offer to 7K b/c they said the car had been totaled. This was news to me. Their had been a minor accident in March of 2020, but it was just a front fender. Suddenly the $100 offer from Carvana made sense.

So, I went through the process. I contacted my insurance company, got a letter stating that the car was never totaled and that the accident was minor, sent the letter to CarFax and CarFax fixed the report. Now, the dealership turned out to be complete jerks. SO, I decided I would much rather deal with Carvana.

the 7 days had expired since I first got the offer, so it had expired... I searched, found the car I wanted and then plugged in my car and the offer came back... $100. I immediately did a chat with an associate and learned that there is ANOTHER car check company called AutoCheck (had no idea it existed) and it was still showing the total. Since I already had the letter it took me less than 24 hours to get the "total" cleared from AutoCheck.

I then opened up a chat with Carvana, explained that everything was now clear and to please generate a NEW offer. They told me this wasn't possible and I had to wait until the old offer expired. I escalated and even got someone from corporate on the phone and... there was simply no way to generate a new offer. It would always come back with the same $100, with the same expiration date.

During those 6 days I watched the car I had saved... sell.

LUCKILY, another one that met my specs appeared a few days later. Since the way the 7 days worked was not 7 actual days, but it was after midnight on the 7th day.. I stayed up till 12:01 on the 7th day... put my car in, got a 14K offer on my car and processed for the car I had found.

So, the story has a happy ending, b/c I got a decent deal on my car and got major upgrade on a car that is perfect and I loved the drop off/pick up process, so I would 100% recommend Carvana to anyone looking.

BUT.. it would be so much less stressful if they had a process in place to generate a new offer under a circumstance where the CarFax has a fatal flaw that the user corrects.