Carma

I just bought a Kia Sportage from Carma. Just want to say was very happy with the service I received, from the ladies I spoke to ever the phone to the gentleman who delivered the car. All were very friendly and helpful, and I feel positive that all will go well with my new purchase. Highly recommend Carma. Show reply

I wouldn't rate them at all! I received a seriously low-ball offer (despite the promise of no-lowballing) and ended up selling through carsales at almost 3x the amount Carma offered! That's an extra $20k in my pocket instead of theirs. So disappointing because Carma had been recommended by a friend. Even when I questioned the offer and had some… Read more

back and forth messages, I received 'marketing speak' about their offer being based on "live market data and current sales trends" etc. I asked what data they might be referring to because everything I was looking at was around the price I sold for. The response was more of the same (eg. "our offers are uniquely tailored") but it appears the offer is about maximising Carma's profit and not the person selling the car.

I do not recommend them at all.

I put my rego and other details into the website and received an offer for my vehicle which I was happy with, so I booked an inspection. When I turned up the assessor said that due to a computer error or glitch the offer was incorrect and he wouldn't honour it. He said that the computer attributed the wrong model car, despite me putting my rego… Read more

details into the system, so he'd have to do a new valuation which resulted in a significantly lower offer (7k less). To his credit he was apologetic but said there was nothing he could do. So perhaps it's worth checking with Carma before arranging for the inspection that the offer is accurate and to ensure they will honour it before you go to the trouble of booking and attending the inspection.

I sold my RAV4 through Carma. Got a competitive offer ($7500 more than what Toyota offered for a "instant valuation"). Very simple process, straight forward. No fuss. Money transferred while I waited and they paid for an uber to get me home. Show reply

Bought a 2023 model-year Subaru Outback and have rued the day ever since. Caveat-Emptor ran through my mind the following day as the battery failed and could not be revived causing the car to become stranded and insecure, thankfully on the driveway:… Read more

All that had lead to the failure was setting up the personal info into the damned system: phone, driver preferences, basics! This required the ignition to be on, but no engine running. A/C off windows down, hot day...well, dear punters, the car was dead. I managed to buy a new battery and fitted it, and all was good, but the taint was there... In the days that followed, I noted defects on the body- minor blemishes that had not been recorded in the images of the vehicle on the rotunda. I also noted the state of the engine bay- leaf litter and other organic debris. after a week or so, I received a survey prompt and delivered my verdict only to received a limp wristed response from someone up the chain...incredulity and slithery charm- "this can not be, sir...the battery was perfect when it was collected...", yes, the car was running, but the battery was, according to research at end of life despite the Carma protestations that a stop-start battery is good for many years...give me strength, they're as bad as real estate agents in shiny suits and ready smiles. I was a reminded of the gentleman outfitters: "its a good fit Sir, fits like a glove... sticks out in five places! Avoid, avoid, avoid.

Wow! Over the moon with Carma’s price for our Mazda 3 today. Desmond was our assessor, so welcoming & easy to deal with, he was courteous, efficient & knowledgeable. All the staff from the online quote, Connor & Lauren were happy to answer any… Read more ·  1

questions & diffused my stress. Carma is an effortless trustworthy great experience in selling your car. Highly recommend Carma all the hard work selling your car is done for you.

It easy and gone so smooth,it fits in the way I like to selling a car, they pay for our agree value according to what the information I provided online,45mins ,got my payment and home. Thanks to the team Show reply

I was a bit sceptical at first but the price they offered matched what I received when they inspected my car. More than I was offered at trade in so I was pretty happy. I received the quote online and when I was ready I drove the car to St Peters and the process took about half an hour to assess the car and then transfer the monies. They paid for me to get an uber home. Show reply

The Carma Auto team were excellent ..right from the first contact with Max Richards, who got the "ball" rolling so to speak, through to Sira who did most of the organising of the payment for us and kept us informed as to what stage the sale was at.......all very smooth, effecient and professional in all respects. We had never heard of Carma until… Read more ·  1

a few weeks ago...but we are so happy & glad we did. The car is a beauty and just what my wife deserved in her old age. Thanks very much Carma Auto Pty Ltd team! Brenda & Don

When told someone would contact me for an appointment to check my car, nothing happened - I contacted Carma and organized a day for an appointment and was advised that I would be contacted with a time. Was contacted the next day to book and was advised that I had no day organised for the car inspection, however by a fluke received the day I was… Read more

originally nominated for.

The instructions for documentation were not clear regarding previous years documents - if ownership documents were not clear they required a digital copy of a previous years car registration or the original paper copy. As we were digital tried the Services NSW website to obtain a digital copy of the previous years registration - Services NSW do not provide this information and it is not accessible on their website.

Contacted Services NSW - the only way to obtain this information was to complete a information request form, after which Services NSW will provide an ownership history for the car (i.e registration details since purchase), however this costs $30 and takes 21 days, so not an option.

When turning up to the car inspection, the guys there advised that I only required last years CTP green slip (along with a download that day of current year car registration details from Services NSW)- this would have saved a lot of time and angst if the original email had advised this.

The guys that inspected the car were great, pictures were taken of my service log book. The car inspection guy then contacted head office. After some time he advised me that ONE service had been missed in the 14 years that we had owned the car, and he advised that given the timing it would have been during a COVID lockdown. For that one missed service our car purchase price was reduced by $500 - not happy.

Would never use Carma again.

# ★★★☆☆ Quality isn't just about the car. I purchased my 2019 Toyota RAV4 Edge from Carma because it promises something different from the traditional used-car dealership. Its website promotes rigorous inspections, independently verified quality assurance through its partnership with the NRMA, fair pricing and "a fantastic buying experience." … Read more

Those promises genuinely influenced my decision.

Having now completed the process, I believe there are two very different parts of Carma.

Vehicle Operations ultimately inspected the vehicle, confirmed the fault, repaired it and extended my return period so I had adequate time to verify the repair. They deserve credit for that.

Unfortunately, the Customer Experience process didn't reflect the same standard.

This review isn't really about a wheel bearing.

It's about the customer journey.

## Different standards appeared to be applied

The first thing that struck me was the contrast between buying and selling.

My trade-in valuation took more than three business days and ultimately came in below the lower end of the published RedBook trade-in range before being reduced again after a minor chip was identified on an indicator lens. I have no issue with Carma applying high standards when assessing trade-ins.

However, the vehicle sold to me was delivered with an "Inspection Recommended" result relating to tyre drag that had not been addressed before delivery. Within days, an independent inspection identified a faulty rear wheel bearing together with significant abnormal tyre wear.

The contrast was difficult to ignore.

I paid for an independent inspection to be done at my own expense, as I did not have confidence that Carma's inspection process.

## Delays became the pattern

Almost every stage of the process involved unnecessary delay.

The trade-in valuation was delayed. Final vehicle delivery was delayed, resulting in me incurring a late registration fee.

After I reported the fault, the investigation was delayed while I was asked by the Customer Experience team to perform diagnostic activities myself, including recording the noise, repeating test drives and removing the roof racks. Those activities consumed most of the return period before the vehicle was finally booked in with Vehicle Operations. The repair itself was then delayed waiting for parts.

Individually these delays were manageable. Collectively they created an experience that felt reactive rather than well managed.

## The Customer Experience process

The biggest disappointment wasn't the fault. It was how the fault was managed.

Rather than arranging an inspection, the initial focus appeared to be on customer-led diagnosis. I was happy to assist, but I would have expected those activities to be performed by the technicians responsible for diagnosing vehicles, particularly while my return period continued to diminish.

The messaging was also inconsistent. I was advised the return period could not be extended. It was ultimately extended three times. I questioned why Carma's own documentation recorded "Inspection Recommended" without any follow-up inspection and was advised that the overall pass was all that mattered. I was also advised that certain investigations and repairs would not be undertaken. Once Vehicle Operations assessed the vehicle, those investigations and repairs were authorised and completed.

This left me questioning whether too much emphasis had been placed on explaining process rather than resolving the customer's concern.

## Communication never quite closed the loop

The recurring theme throughout the experience was communication.

There was no obvious case ownership once funds had been received. I had to follow up my initial notification simply to confirm it had been received, and several requests for management callbacks were never fulfilled.

The clearest example occurred on the day the vehicle was expected to be repaired. My return period also expired that day, so I contacted Carma three times seeking an update. During the final call I was advised the representative needed to free up the phone lines and that someone would call me by close of business.

I explained that this wasn't workable because my return period also expired at close of business and I still required adequate time to collect and acceptance test the vehicle before making a decision.

At approximately 2:00 pm I was advised that the required part had not arrived, the repair would instead occur on Monday and my return period would be extended until Tuesday.

I appreciated that outcome.

However, by mid-morning it would ordinarily have been clear whether same-day completion remained realistic. Earlier communication would have allowed me to plan my day and avoided unnecessary uncertainty.

## Final thoughts

During our correspondence, Carma acknowledged that, from time to time, things can slip through. I accept that. What remains unclear is where those slips are occurring.

Vehicle Operations ultimately demonstrated that they were capable of diagnosing and resolving the problem. The Customer Experience process before the vehicle reached them was considerably less convincing.

## Why three stars?

The vehicle appears fundamentally sound. Vehicle Operations ultimately did the right thing.

That is why this is a **★★★☆☆** review rather than a one-star review.

The missing two stars relate almost entirely to the customer experience: inconsistent messaging, poor ownership, repeated failures to close the communication loop and a process that too often appeared to prioritise procedure over resolution.

Sometimes the hardest part of fixing a car isn't replacing the faulty part. It's making sure every step leading to that repair is completed with the same care.

Absolutely appalled with Carma. What an absolute joke of a valuation process. I submitted my Range Rover Velar — a 2020 luxury SUV in excellent condition — through their online questionnaire and photos. Their own assessment rated the car as GOOD in every single category: No warning lights No mechanical issues No exterior damage No interior damage… Read more

No tyre issues No modifications No finance owing

The ONLY thing flagged was missing a couple of services. That’s it.

And for that, Carma had the audacity to offer me $25,300 for a vehicle with a Carsales market value of $53,000. More than 50% haircut for missing a couple of services? That is not just unreasonable — it’s predatory.

Carma loudly advertises that they “don’t lowball.” Based on my experience, that claim is blatantly false. Their offer wasn’t a lowball — it was an insult. It’s clear their valuation system is nothing more than an aggressive algorithm designed to rip off sellers, completely ignoring the actual condition of the car.

This was a total waste of time and one of the most disrespectful selling experiences I’ve ever had. If you value your car or your time, avoid Carma. Their offers are misleading, offensive, and nowhere near market reality.

I purchase a car from Carma and the process was great! Mitch was regularly checking in to see if I had any questions and assisted me when I made the final decision. Costa helped me getting finance for a great rate and was quick and efficient. And Lachlan who delivered the car to my place, was great at explaining everything about the car as well as ensuring that all my questions were answered. Couldn't recommend them more! Show reply

Sold my car without any issues. Offer price more than my expectation. Great customer service. Inspection of my car was quick. Money was transferred to my bank account instantly. Service NSW notice of disposal was completed online. Uber transport provided back home.Overall great experience. Will recommend selling your car with Carma. Show reply