Man Buys Honda Civic From Carvana. Then It Gets Hit Before He Picks It Up: 'Wouldn't Sell Us Another'

A man is ecstatic to finally get the keys to the Honda Civic he just purchased from Carvana. Sadly, he doesn’t even get to sit in it before it gets into a crash.

TikTok creator Genesis (@genesiiss_a) is the wife of the buyer. She posted a video that shows the moments leading up to the accident. 

She films as the employee drives the Civic up to a parking spot where another vehicle is attempting to back out.

Man’s Carvana Honda Civic Gets Hit Before He Can Pick It Up

Although the video cuts off before the impact, viewers can infer what happened next. “Your husband has been waiting patiently to pick up his new car .... the employee brings out the car just for it to get hit,” Genesis wrote in the on-screen text.

In the caption, Genesis claims, "Carvana wouldn't sell us another FLS Type R for the same price."

In the comments section of the video, Carvana's account replied. "Hey there, we are so sorry that happened at the time of pick up. We would love to get this figured out. Mind sending us a DM?"

Other people in the comments section questioned how something like this could happen. "Why did he pull in right behind?" one person wrote.

A second person said, "I believe things happen for a reason, but this one is beyond me. Yikes!"

“And I won’t purchase the car if this happens,” a third person said.

What Should a Carvana Customer Do in This Situation?

Carvana has a 7-day money back guarantee, which starts the day the customer receives the vehicle. Additionally, Carvana vehicles come with a limited warranty valid for 100 days or 4,189 miles, whichever comes first. Those claims go through the insurance company SilverRock.

According to National Car Movers, the entity in possession of the vehicle when it is being transported to the customer is generally liable for any damages. In this case, it appears that Genesis and her husband were able to cancel the deal, but that didn’t automatically mean they would receive the same car at the same price.

Would You Accept a Carvana Car Damaged in Transport?

A Reddit user posted to r/Carvana nine months ago asking whether anyone else had a delivered vehicle damaged in transit. The person said their vehicle was damaged on the trailer and that Carvana told them that if they accepted delivery (which they ultimately did), the company would cover all repair costs at any facility of their choice.

One person wrote, “Carvana couldn’t pay me to deal with that. You shouldn’t have accepted it. I sent back a car because the bumper had clearly been damaged and repainted, and the paint didn’t match the vehicle. There are too many cars available out there for you to settle for one that they damaged on delivery.”

Someone else said, “If they approve the repair and the shop doesn’t stink, you’ll be fine.”

Motor1 contacted Genesis via TIkTok comment and direct message for comment. We also contacted Carvana via press email for comment. We will update this story if either party responds.