Fantastic service department

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They go all out to please customers.

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Edit: I'll leave my original post below. The GM and service manager reached out to me to help with my situation. They were very understanding and respectful. They took it upon themselves to personally fix the situation. I appreciate the personal level of customer service and would recommend people go here. If they don't get it right the first time they will to the extra mile to get it right in the end.Terrible experience. I bought a car from Carvana, they were awesome and I'd recommend it to anyone. My problem came when I went to the dealership's service department. My key for my car was bad and I needed to order a new one. Carvana authorized me a free key to replace the bad one, but I only had 30 days to get it done. They use a 3rd party for their warranty service know as Silver Rock. I called the dealership and they said they have dealt with Silver Rock before and it won't be an issue. They set me up with an appointment for February 11th at 10am with John. I arrived that morning and John met me. He took down my phone number and vehicle VIN. He told me he would order my key and give me a call back once it arrived. Being impatient, I called him each week until today. The first time, I left him a voicemail. The second time I was told the key was still on it's way. The third time I was told it was on back order. And today I was informed that it was never actually ordered and that I can pay out of pocket to get a key and then get reimbursed. This wouldn't have been an issue if I was told this within my 30 days, but now I'm past that and left hanging. I reached out to Carvana and they'll hopefully get back to me soon. But this is clearly a bigger issue and I don't think I've been treated fairly by the dealership. The picture is a screenshot of the original email from Carvana, which I told the service advisor about.

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I hate buying cars. HATE IT! Came to this dealership off a recommendation and can’t be happier with the entire process. Dave Bonanno was fantastic to work with and I never felt pressured. Made our purchase for our daughter’s 16th as painless as possible. Highly recommend!

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