Vroom

Vroom Reviews

Out of business

Our promise. We provide a buying advantage with verified reviews and unbiased editorial research.

About Vroom

Vroom is an online car buying site specializing in low-mileage, pre-owned cars similar to certified pre-owned vehicles. Vroom vehicles undergo several inspections to ensure they are safe and ready to sell. Every Vroom vehicle also comes with a limited warranty and 24-hour roadside assistance for one year.

Pros & Cons

Pros
  • Accident-free vehicles
  • Rigorous inspections
  • Free roadside assistance for one year
Cons
  • Weak return policy
  • Only delivers to the contiguous U.S.
  • Slow customer support

Featured Reviews

Verified
Ridgeland, MS

I had a great experience with Vroom. ... This was the best car purchasing experience I have ever had. I didn't have any of the issues I see on other reviews. Vroom emailed me each...

Read full review
Verified
Bel Air, MD

The entire process was seamless and without any delay. As long as you upload your documents promptly and correctly and condition your vehicle accurately, you should not have any p...

Read full review

What is Vroom?

Vroom.com is an online car buying site with fixed prices. It specializes in selling used cars and has anywhere from 3,000 to 4,000 vehicles available on its site. You can purchase one of Vroom’s vehicles online and have it delivered straight to your home.

Vroom is available from all 50 states; however, delivery is not available to Alaska or Hawaii. Each of the vehicles comes with a CarFax vehicle history report, and Vroom never sells vehicles that have been involved in accidents. Vroom’s strategy seems geared towards making car buying more convenient by offering clear prices, a streamlined customer experience, a complimentary 90-day limited warranty and one year of complimentary roadside assistance.

You can filter vehicles on Vroom by general features, such as make, model, mileage, year and body type, as well as special features like fuel efficiency or heated seats. From there, you can view pictures, specifications and vehicle history reports for the automobile of your choice. You can place a hold on any vehicle for 24 hours with a fully refundable $500 deposit.

FeatureDescription
Regular delivery fee$699
Enclosed-trailer delivery fee$999
Return policy7 days/250 miles
PricingFixed
WarrantyLimited, 90-day/6,000-mile
Vehicles availableUsed with no accidents

How does Vroom work?

Vroom works by offering fixed prices on cars so buyers don’t have to haggle. Because Vroom doesn’t have to deal with the costs associated with traditional brick-and-mortar dealerships, it is able to pass more savings down to customers.

To buy from Vroom, you shop and set up financing entirely online. You have to pay a $500 deposit to hold the vehicle while you finalize your contract, though. Once the purchase is done, Vroom will deliver your car to your door 10 to 14 days later. It should already have its temporary tags, and you have seven days or 250 miles (whichever comes first) to make sure you like it.

Vroom fees and pricing

Vroom has set prices, meaning you don’t have to negotiate or haggle. The downside to this is that you have to accept whatever price it offers if you want the vehicle. However, you might notice many Vroom cars are offered for cheaper than those at traditional dealerships. This is because Vroom is theoretically able to forego many costs associated with typical brick-and-mortar dealerships.

Delivery fees typically cost $699, but you can pay $999 to have the vehicle delivered in an enclosed trailer for additional protection. Vroom also requires a $500 deposit to put a hold on the car while you’re working out the purchase contract.

Vroom financing

Vroom connects with a dozen lenders to find customers financing options. The entire application process takes less than 10 minutes, but it does require a formal credit check that may impact your credit score. Vroom’s maximum loan term is 72 months.

Although Vroom works with people that have weak credit, it might not be the best choice for those in financial trouble. However, if you have poor credit and decide to buy a car with Vroom, you can always refinance your loan later if your credit score improves.

Vroom policies

Before purchasing a car from Vroom, it’s important to understand its policies:

  • Returns: You can return a Vroom car within seven days or 250 miles of delivery — whichever comes first. The car will be picked up for free, but the original shipping fee will not be refunded. You may also have to pay a $599 restocking fee.
  • Trade-ins: Vroom accepts trade-ins. You just need to fill out some basic information to receive an offer. You have 10 days or 250 miles to accept it.
  • Warranties: Vroom vehicles include a 90-day/6,000-mile limited warranty and roadside assistance for one year. Additional options include trip interruption coverage, towing reimbursement and rental car reimbursement.
  • Vroom car qualifications: Every Vroom vehicle has a clean accident history and meets rigorous testing standards to ensure it is fit for sale.

Vroom FAQ

Where is Vroom located?
Vroom’s headquarters are in New York City. However, it also has corporate offices in Houston and Detroit.
Does Vroom negotiate?
No, Vroom does not negotiate prices, making for a haggle-free experience.
Does Vroom take trade-ins?
Vroom users can trade in cars before or after shopping for a new vehicle. Vroom suggests getting the trade-in appraised first because the old car’s value may affect financing, and if you appraise before buying, you will know how much money you can put down on a new car.
Is Vroom better than Carvana?
While Vroom and Carvana are quite similar, Carvana has a higher overall satisfaction rating on our site at the time of publishing.
How long does it take Vroom to deliver?
Most buyers receive their car within 14 days after Vroom finalizes the contract. Because the state of Massachusetts has unusual registration laws, delivery can take up to 21 days there, though.
Does Vroom charge sales tax?
Sales tax is not included in Vroom’s pricing. You will need to calculate the sales tax in your state of residence to set an accurate budget.
How does Vroom make money?
Vroom employs data scientists, tech engineers and supply experts to buy the cars at low prices. Because the company doesn’t have the overhead costs of traditional dealerships, it should be able to turn a profit by selling them to consumers without overcharging.
Does Vroom do a hard credit check?
Yes, Vroom performs a formal credit check, also known as a hard credit check, when you apply for financing. This can affect your credit score.

Is Vroom legit?

Vroom is legit, but it has received some negative attention due to delivery delays and other problems. Though the company offers competitive, no-haggle vehicle prices, its customer service might not fit everyone's needs for an online car buying platform.

Vroom Reviews

Stars Rating

  • 10%
  • 10%
  • 8%
  • 3%
  • 68%

Popular Mentions

    How do I know I can trust these reviews about Vroom?
    • 4,461,922 reviews on ConsumerAffairs are verified.
    • We require contact information to ensure our reviewers are real.
    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Recent
    • Recent
    • Oldest
    • Most helpful

    A link has directed you to this review. Its location on this page may change next time you visit.

    How do I know I can trust these reviews about Vroom?
    • 4,461,922 reviews on ConsumerAffairs are verified.
    • We require contact information to ensure our reviewers are real.
    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 1 Reviews 0 - 10
    Customer Service

    Reviewed Jan. 4, 2024

    12/28/23 my deal was finalized and now I have to wait 14 days to get my car? The car was only 327 miles away. It didn’t take 14 days to get my money or the paperwork from me. I called them and was just given a runaround saying it’s their policy and they need to inspect the car. Ok, you don’t inspect them when you receive them? I’m about to cancel my deal and take my money elsewhere.

    Customer ServiceStaff

    Reviewed Dec. 7, 2023

    I found a vehicle my wife and I both really liked. We put down the hold amount requested. The sales person collected the remaining of the down payment. First I had to wait for the next day paperwork that was not shipped when they said it was so I came home from work to get papers signed and sent back only to not have them arrive. After sending them back it took days for them to upload them and then told they had to mail them to the bank. Who mails papers anymore? After a couple more days I was told it would take the bank a day or two once papers were received then it would take 2 weeks for delivery.

    4 weeks to get a vehicle seemed ridiculous and I needed it for my wife to get to work. After all the waiting we decided to cancel the deal, we were given the initial hold back to my card right away but the remaining of the down payment I still have not received back. I have emailed, made several calls, and filed a complaint with the BBB that I now know has given Vroom an F rating! The sales guy was very nice but the company just don't have it together.

    Not sure how to choose?

    Get buying tips about Online Car Buying Sites delivered to your inbox.

      By entering your email, you agree to sign up for consumer news, tips and giveaways from ConsumerAffairs. Unsubscribe at any time.

      Thanks for subscribing.

      You have successfully subscribed to our newsletter! Enjoy reading our tips and recommendations.

      Staff

      Reviewed Nov. 30, 2023

      Signed a contract to purchase a car on 11/15 and paid the deposit 11/17. It is now 11/30 and still no car. Between the salesman, our customer rep and the bank, we have signed 4 contracts only to he told that the terms are wrong on each contract. The last one signed this morning...wrong too. Down-payment is incorrect. The bank wants its 4th different amount down. We already paid $999 yet we have been told the down payment was $999, then $1234, then $1483, then $901 and now $1150. Do yourself a favor and stay far away from them.

      Reviewed Nov. 23, 2023

      To be honest, the most frustrating part of the experience purchasing our used vehicle was when we were nervous about the purchase due to terrible reviews. We had a seamless process and our registration and plates were delivered within 2 weeks after our purchase. We scored a really fantastic deal on a practically new vehicle. We felt that the risk could be worth the reward because of the return policy. We just made sure to get an inspection immediately. I was skeptical because of the reviews, but it was a much better experience than our last purchase through a standard dealership. Just be prepared for the paperwork process to take a couple weeks, but if you have time then it's totally worthwhile. Don't be discouraged by bad reviews if you found a car you love for a good deal!

      Profile pic of the author.
      Customer ServiceStaff

      Reviewed Nov. 15, 2023

      Three times I tried to buy a car from them. They are clueless about communication, you get a different answer from everyone depending on who you speak with, and Ferrari…the finance manager, she should NOT be working with the public. She spoke over me, cancelled my deal and blocked my number and is still holding $1600 of my money. The final time I gave them a chance (BIG mistake) they sent me the wrong paperwork and tried to blame it on me. This company is as bad as it gets, and their customer service has everything to be desired. They don’t care if they make a deal or not, you will wait for days for a call back… IF it ever happens… and then they blame the customer or each other for the mistakes. Apparently there’s no supervisor on duty regularly, so good luck. Someone do this company a favor and shut it down. Next call is to the BBB and an attorney for the fees they said they’d cover, as well as my $1600.

      Verified purchase
      Customer ServicePriceStaff

      Reviewed Nov. 9, 2023

      The list of complaints is extremely too long. I purchased a car in the past from Vroom about three years ago and it was not a bad experience. This time it has been the absolute worst. I should’ve known better from the start. I put a deposit down on a car and waited for them to send me the paperwork to start the deal since I purchased from them in the past, I was a little familiar with the process. I waited and got nothing until the very next day I was notified that the deal had been canceled, I called customer service and they could not tell me why the deal was canceled but said that if I put another deposit down the vehicle would be mine.

      I received the purchase order and saw that the price had been raised by $1000 from the previous day. I had taken screenshots so I had the proof that they had raised the price. It took a day, but they honor the price that they had. This is the car for the previous day. Several days later, I get a phone call, saying the rotors were rusted, the battery was dead and window was cracked. They told me it would be a few days before they could get it shipped.

      21 days later, the vehicle finally arrives. They had given me an estimated day of delivery, but never confirmed it with me. I got a call from the driver of the transport company who said he was an hour away. I could not make it home in that amount of time so my wife my wife received the vehicle. I’m at work, but she calls me and says the sliding door for the minivan won’t latch and the heater is making a high-pitched, whining noise and the window was still cracked.

      I am mediately notify Vroom by email since I was at work. I did not get a response so I finally called customer service numerous times and got a hold of my customer service specialist Jada. Jenna said someone from the escalated service team would get a hold of me. It is three days later and have written numerous emails and made numerous phone calls and they keep telling someone will be in contact. At this point I’m going to have to send the car back.

      Customer ServicePriceStaff

      Reviewed Nov. 9, 2023

      I started my online buying experience well. Donnie my first contact at the company was very helpful. I sent my down payment in on 10/24/23, the paperwork was turned in 10/30/23. This is where things went down. First I called 11/1 they said nothing was processed because they needed a title on my trade in, my previous car was totaled they knew there was no trade in. After that my HUB on their site said car delivery on 11/2 my wife changed appointments for the doctors to see it change to 11/4.

      Then 11/3 which was the day she moved her appointment to. Well right before they closed I called “Where is our car, we are paying insurance and interest on already?” Then I’m told it hasn’t been picked up and was going to be on 11/7. They say they sent a $50 check for the inconvenience believe that when I see it. Well today is the 9th still no car. I’ve been told they would call me back when they found out more. They’ve not called once. Thanks for nothing. The customer service stinks.

      Reviewed Nov. 9, 2023

      I started the agreement to sell them my car. Wired them the money that I owed extra. This deal took almost 3 weeks for them to pick up car. I thought it would be like 7days according to commercials. Bad service stay away from this company please.

      Profile pic of the author.
      Customer ServicePriceStaffFinancing

      Reviewed Nov. 4, 2023

      This post will either make sure that nobody buys through Vroom or definitely think twice. I got on this site because I was running out of time looking for a car - bad decision. I knew one of the original founders, who since has sold his stake in the company. But I knew his father had bought cars and had a good experience. They must save those experiences for their own. I got approved in seconds, signed my documentation and made a down payment in less than 24 hours. Then comes trouble. They said that I didn't sign the documentation, even though I screen shotted everything and sent it back. The contract that they sent back had an elevated interest rate. Luckily, I screen shotted my exact contract also. They then said that it was their mistake on the interest amount on the loan BUT that I would need to pay another $247 even though I put down $1300 more that what they asked for.

      For the sake of timing, (my car had been totaled and I needed something fast) I asked them to send the corrected contract with the right interest rate before I would send them more money. At this point a WEEK had passed. They take your money in a day but weeks to get you your car. Then you wait. YOU WAIT FOR AN INSPECTION. YOU WAIT FOR THEM TO FIX PROBLEMS THAT SHOULD HAVE BEEN FIXED BEFORE YOU BUY THE CAR (mine needed a battery and the front passenger seat fixed). THEN YOU WAIT FOR ANOTHER INSPECTION. THEN YOU WAIT FOR THEM TO DETAIL THE CAR. (What a joke! My car is filthy and reeks of smoke and dog, the lining on the roof is filthy.) THEN YOU WAIT FOR THEM TO GIVE YOU A DELIVERY DATE. THEN YOU GET THE CAR.

      I received my car and the outside had been washed. Therefore, I could not understand why the windows were so dirty. Upon inspection, I realized that the windows were dirty on the inside- a film of dirt and smoke. We went around checking that everything was as it was in the pics. They don't show you the dog hair stuck in the carpeting or the filth on the top liner of the car. I mentioned the food filth left in the rear cup holder and the delivery person took a rag to it and said, "You should have seen it before!" When we turned on the air, I could not get it to come on. I took the car to my mechanic the next day because the air was not working, which he confirmed and there was vibration in the front end when you put the car on the freeway. My mechanic said that it just needed an alignment.

      In the Vroom website, it states that these mechanics are inspected! They obviously are not. I was sold a $24,000 car that has no air and was not inspected for vibration. I am now in the return period. I received my car on a Wednesday evening. By Friday I had sent documentation from my mechanic. They are not open on the weekends! Lessening your 7 day or 250 miles return policy because you have no other option but to sit the car in your driveway. I can not drive it to work because it will go over mileage.

      I have called and called. Even during the week, I do not get a call back. You have to keep calling or not get a response at all. They now want me to turn the mechanical problems into the insurance which has a deductible even though it absolutely states on their website that these are problems that they take care of before selling you a car. I have refused to go through their insurance company because they are responsible. I have asked how long it will take to solve this problem and I was told that it would be another 72 hours after Monday morning. My 7 days are up on Tuesday.

      I let them know that I would be calling an attorney on Monday morning. IF I RETURN THIS CAR, I WILL HAVE TO WAIT AGAIN TO GET MY DOWN PAYMENT BACK! I NOW DO NOT HAVE A CAR THAT I CAN DRIVE, (because of the 250 mile clause) AND NO DOWN PAYMENT TO BUY ANOTHER, BUT HAVE NOW PUT THAT FINANCING ON MY CREDIT! I called Vroom to ask about a trade, but, you have to finance again for that trade! I'm sure that will cause my interest rate to go up! This company is bad business practice from the beginning. Buyer beware!

      Customer ServiceStaff

      Reviewed Oct. 19, 2023

      This has been the worst customer service experience I have ever dealt with and I am a property manager. Jessica has disregarded every aspect of my claim even tho the claim was opened by the delivery driver at time of delivery directly from the car being unloaded. She has called me a liar even with email attachments, text message, attachments from the driver and closed my claim without correcting or even attempting to correct the problems. I will continue to post my experience across every platform with her direct line and if I could attach my email change I would gladly do so. Buyers beware and if you ever deal with Jessica R in customer service immediately ask for a supervisor!

      Loading more reviews...

      Vroom Company Information

      Company Name:
      Vroom
      Website:
      www.vroom.com