I bought a Volvo S60 on Carvana, paying roughly $29,000 cash. It arrived with a couple issues, so I asked to return it shortly after. A driver came with an empty truck last Thursday (8 days ago), but said "because of your street, I can't take it today." I signed the return papers, and she told me to leave the keys in the car and a tow truck should come "usually within a couple hours". There is nothing about my street or the car that would have prevented her from taking it, but ok, I went along.

Well, a tow truck did not come pick it up, and it is still in my driveway 8 days later. I have called five times and spoken with five different people about it. I get promised follow ups but I never get any. On the last call (Wednesday), the representative was very convincing. He said he was more senior than the people I had spoken to so far, he was very apologetic about my situation, and he promised to get it addressed quickly. Again, he promised to follow up.

I have heard nothing again... I really want this car out of my driveway (more accurately my parents' driveway), so here is my question:

How do get them to move on this?

Does Carvana respond to negative reviews?

What about filing an abandoned vehicle report and letting them know? This feels risky since I don't have my refund yet.

I offered to drive it wherever they wanted over the weekend, but they said no. They were open to that idea on Wednesday, but I have dropped the car from my insurance now.

I can also just keep calling them every day, but that doesn't seem to be working. Does anyone have a better suggestion?

Edit [Update]: Carvana sent a third party tow service to pick up the car today after a couple more calls. The tow truck driver said he is doing 8-10 pickups a day because Carvana sold a bunch of their trucks (not sure if that is a Detroit area thing only).

On the first call today, I learned that contrary to earlier statements my refund was not going to be processed until they got my car. I let them know that I was going to evaluate my legal options on Monday in that case.

I got worked up enough to call again and offer to get the car to wherever they needed it, and I actually got in touch with the same supervisor from Wednesday. He was able to escalate my issue again, and the car was picked up a couple hours later.