Customer experience with Carvago: Andrei, Romania

We already had a larger SUV and that type of car suited us. We live in Brașov, have two children and go on day trips and longer journeys. I wanted something newer and more comfortable. My budget was up to sixty-five thousand euros, as long as the car was worth it.

I co-own a company that services industrial equipment. The last few years have gone well and I could afford to buy something I like.

I was most interested in the Lexus RX, and for a while I also looked at the Mercedes GLE. I drove the Lexus and liked how quiet it is and how smoothly it pulls away. I didn't have much experience with hybrids before, but this one suited me. I often drive slowly in town traffic, and it was nice that at times I couldn't hear the engine at all. Above all I wanted a comfortable car that would give me peace and quiet, so after that I mainly searched for the RX.

I could, the RX is of course sold here. I just didn't come across a car I wanted to buy. On one, the equipment didn't suit me; on another, I didn't get enough documents about its history. It wasn't about whether I could get hold of a Lexus. I wanted to choose a specific car and I had no reason to hurry.

On Carvago I found more cars that were worth considering. I mainly compared age, mileage, equipment and price. I had no ambition to become an expert on every version of the Lexus. I knew I wanted comfortable seats, good lights and a well-kept interior. Colour came after that.

First, the whole process had to make sense to me. I wanted to know who would inspect the car, what documents I'd get and who I'd be paying.

I ordered and paid for an inspection of the car I'd chosen. In the report I focused on the history, the technical condition and whether the equipment worked. With a more expensive used car, I don't want to find out right after buying it that something doesn't work. I had a few points explained, then I confirmed the purchase.

It was also important to me that I was buying from Carvago. I had a Romanian contract and dealt with everything in Romanian. If I ever need to make a complaint, Carvago is my contact. I never dealt with the original foreign seller at all.

Some people import a car like this themselves and can certainly do it well. I'd have had to set aside time, find a technician and sort out transport. I was happy to leave that part to someone else.

We provided the necessary documents and a power of attorney, and Carvago handled the import and registration. I kept using my previous car.

I wasn't happy with the communication the whole time. At one point I knew the order was being worked on, but it wasn't clear to me what exactly was still left to do and when I could expect the handover. I had to call and ask for more specific information.

When you've paid that kind of money, you want to know more than that everything is being dealt with. I don't need a message every morning. But I need to understand what the date depends on. I'd set that up more precisely from the start.

The handover itself went without any major problems. We went through the car and it matched what I'd received in the documents. I'm happy with the Lexus. We've already done a longer family trip in it. I'd consider buying this way again; I'd just agree earlier on what information I'll get while I'm waiting.