Vroom Reviews

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!

1) Vroom listed an out-of-state office as their address, and the contract stated that the laws of that state govern the contract, not the state I reside in. Not good. I do not want to have to travel to another state to take legal action if it comes to that.

2) They committed an extensive amount of ink to Arbitration, to the point of heightening my concern. I'm not against Arbitration, but the terms of this contract were designed to make it near impossible to go to court if you need to.

3) The contract states that Vroom would hire a company to pickup my vehicle and take it to their location. By contract, it would be taken to their out-of-state office, by word-of-mouth from their representative it would be taken to an in-state facility, but still very distant from me. HOWEVER, the Contract stated that Vroom does not accept responsibility/liability for any damage while the vehicle is in transit! Even though they hire the carrier and have a contract with that company, they transfer all risk and recovery for any problem that occurs in transit onto me. Since I have no relationship with the carrier, I would have little or no recourse if something bad were to happen. Even as a customer of the carrier, I would have a huge headache in trying to pursue a claim; imagine how that would go with me not being their customer.

4) The contract states that the vehicle will be reappraised when it arrives at the Vroom facility, at which time they could very well lower their offer. If they do that and I don't agree, I am required to pay for shipping the vehicle back to my home from wherever they've decided to ship it (see point #3). Their representative assured me that the driver would check over the condition of the vehicle at pickup, but of course that's not spelled out in the contract. Frankly, this falls squarely in the "trust me" category with me taking all the risk. There is a built-in incentive for them to low-ball me, and not a lot of options for me if I don't agree with their new offer.

My last conversation was with a woman who understood my concerns, but refused to alter the contract in any way to reflect their actual process and to protect my interests along with Vroom's. Needless to say, I bid her good day and will not be doing business with them. An aside: It seems they are using an offshore call center to field calls because everyone I spoke with, except the last woman, had very strong accents and were very difficult to understand. No one could transfer my call to anyone of authority; rather, they made notes for someone to contact me, and when actual employees of Vroom called me, the Caller ID was for the call center number and they were very careful not to give out their actual numbers. This isn't necessarily bad, but it adds to my already high level of suspicion about this company.

I stayed in contact with Vroom everyday after my payment because I hadn’t received any notifications about the purchase. When I contacted them the next day, they said it was still pending on their end. So I gave it a couple more days and didn’t call back until 10/6. I spoke with my “Dedicated Support Agent” and she was very rude and nonchalant about my issues. She had a very different tone of voice, compared to the other times I spoke with her. She told me very slowly that “it is still processing, there is nothing we can do.” So I immediately called the salesperson I spoke to in the beginning, explained what was going on and he reached back out to me very fast with no detailed explanations and assured me that he would keep me updated with what’s going on.

That Friday, 10/6, the status on the website “Hub” updated to “preparing for shipment”. The next day, it updated to “In transit to hub”. I watched it closely throughout the weekend to see if anything else would change. Today, 10/9, I call Vroom, to ask if I could do pick up instead of drop off, in hopes that I would be able to get my car faster since it’s already been 2 weeks. Before I could even get to that question, the representative told me that my down payment is showing as “insufficient funds”. I notify her that the payment has already came out of my account and I’m not sure where she is getting this information.

While on the phone with her, the salesperson emailed me and says “I see that the funds have come out of your account. The problem is your bank has not cleared the funds on their end yet so it continues to show process on our side. I've never seen this where it's taking a bank so long to clear funds. You may need to call them and see what is taking so long or see if they can cancel the transaction and Wire the funds from your account to us.“ I hang up with the lady I was speaking to and called my bank. My bank tells me that the funds have been processed and deducted from my account.

I reach back out to Vroom to let them know what my bank says, and asks if there is someone in funding that I can speak to, or someone higher up because I am on the verge of cancelling the entire order. He tells me that he can reach out to someone and have them contact the bank. Which is what they should have done from the beginning to find out exactly what’s going on!

Now here I am 2 1/2 weeks in, no car and out of thousands of dollars. I will be canceling this purchase if I do not get a resolution today. My advice to anyone reading is to please do your research and a deep dive on these companies before making your final decision. It’s not worth your time and money. If I didn’t need a car so bad, at this time, I would’ve canceled the transaction after the first incident.

Meanwhile this whole time. I'm the one reaching out to customer service for updates cause the web site couldn't makeup its mind where I was in the process. 24-48 hrs, 1-5 days, 7-14 days, 3-11 days. Now, it's currently stuck at "Your delivery process should take approximately 14 day(s) from when the purchase was complete on September 12, 2023. As we get closer to delivery, we will call to finalize the details."

Due to all the shenanigans, I called this morning to speak to someone with authority. Just to find out that the vehicle I have chosen was put in the shop for a bad fuel pump. (WHAT?) And the delivery would be delayed more because they have to order and wait for the part come in so they can do the repair. (Which isn't covered under the warranty) OMFG! You can't be serious? How? I guess, so much for that extensive inspection and readiness to bring the highest quality low mileage Vehicles to its customers. As I was told they do these inspections twice, once before post of sale and once before delivery.

The lady tried to explain how and why this was ok. Nah Bruh! Fuel pumps do not just go bad sitting in the lot. Your inspection is trash or wasn't performed and on top of that, you sold it as WARRANTIED, not AS IS.. So this is not ok. There shouldn't be anything wrong or malfunctioning this early in the game.. I haven't even taken possession of it yet. This is one of your selling points!? No Ma'am! I am not ok with any of it.

After what I'm experiencing, I do not recommend this company. I'm also suggesting those who had, having a similar experience to consider class action. Together we can prevent this from happening to anyone else and may be able to recoup some of the losses from their egregious penalty fees. (I have never been so stressed out over a purchase)

OVERALL: the customer service was lacking (they pretty much read from a script), the process is worst than going directly to a dealership, you know (sign and drive or walk away). (They only update you if and when they remember to), they try to force you to accept something below what is advertised or offered, penalize you for not being satisfied. (Will use stall tactics when refunding {7-14days}).

When provided a dedicated support agent, we followed up within an hour. At this time, it had been 24 hours since accepting financing option, so things were moving a lot quicker. Dedicated support agent did not email nor call back. Now we have a contract to sign and downpayment that was needed within 48 hours to complete purchase. Called support staff to explain situation and what we were told by salesman. Support agent stated that sales would call back to talk over GAP and extended warranty and message would be sent to Vroom contacting team in regards to downpayment. We were assured that we would have an answer next morning.

Next morning comes and goes with no call from sales nor customer support in regards to downpayment extension. Called back later that afternoon. No response back from contracting team so another message needed to be sent. Received the call back late that evening that contracting would only honor a 4 day extension of downpayment. Called back next morning to cancel and provided reason why. Still no pricing for GAP nor extended warranty and poor customer service. Was told “We are sorry that this was your experience.” If you are that sorry, honor what your sales team told us via recorded audio and email. Would never do business again.

On top of the rotors, brake and calipers the inspection also concluded that my shocks in the front were bad and leaking to go along with the sway bars. All pictures were sent to Vroom along with the estimate. Vroom was suppose to do a 187 point inspection on the vehicles and apparently that wasn't done. I shouldn't have had to spend that money already on a vehicle that I'm financing for 5 years. Sales rep is telling me that their inspection was done and nothing was wrong with the vehicle, I guess I'm making up the noise I was hearing. My support agent name is Zulma and the number is 855.478.7997 ext **.

My problem is all they had to do was tell me this is a 3 and 1/2 week process… I even had to call my job and the funding department just to get them to verify employment cuz whomever at vroom didn’t wanna do that when it was something so simple… I mean they all kept telling me the usual 3 to 5 business days and I got it done in 15 mins… I won’t go back to vroom or any online car place no more cuz I would’ve been had a car.

Upon inspection of my vehicle at the mechanics shop, it was even determined that there was some interior mildew and rodent infestation of the vehicle, and when it was dropped off to me it was full of dog hair. In trying to work with them to get the repairs arranged for any of the mechanical issues, they have been difficult and cheap, not seeming to care that they literally sold me a car that has tires below the legal tread limit that are allowed to be sold. Will never work with Vroom again and highly advise anyone considering working with Vroom to move on and choose literally ANY other dealer, online or otherwise.

Well another week went by and now the bank contacting me for proof of income!! I was so over it! I asked for a refund, just to get a response on email saying “yes ma’am”. I’m still waiting for my refund confirmation for deposit. I got one for the reserve fee. I wouldn’t suggest this company if it was the last place on earth! I went to Carmax and was approved, next day went and finalized everything.. Vehicle is in my yard now! Worst experience ever with Vroom!!!! Stay away!!

I did however receive an email from a representative asking that I provide them documentation about my employment and that I renew my insurance as it was less than 30 days before it expired. I wrote them a reply mentioning my concerns and got no reply. Then I wrote another message later asking for a refund of my deposit to hold the vehicle since 24 hrs was coming up on the 24hr hold I paid the deposit for, and I still didn’t have any actual communication or dialogue with any representative except one email asking for documents which didn’t response to any of the questions I had asked earlier. No reply. I’ll give it another day or two and then I’m filing a claim with my credit card company to reverse to charge since they didn’t provide anything in exchange for the deposit they took. I feel like they just stole $250.

All my previous car buying experiences was through dealers. You look around their lot, find the car you want, negotiate a price, go through the purchasing process and in 95% of the cases you drive that car out of their lot the same day or the next day. In only one previous car purchase experience (and I have purchased a lot of cars) did I have to wait more than one day for delivery and that was because the car had to be transferred from another dealer.

The above purchase experience is not, by a long shot, what you will go through when purchasing from Vroom. On May 8 I found a car on Vroom that I wanted to purchase. To start the purchase process you need to give Vroom a good faith deposit of $250. I did that immediately by providing them with a credit card. That starts the purchase document process. That same day I received a purchase agreement from Vroom. It was pretty much the standard car purchase experience. I signed and initialed all the forms where indicated and returned them the same day to Vroom. Since I was financing the car, I had 24 hours to send in a down payment. Vroom offers a service called “Plaid” which securely transfers your deposit from your bank account to their bank. I was a little uncomfortable using Plaid but figured Vroom had been around for a while so I used Plaid to transfer the deposit figuring it would expedite the process. At that point, the car should indicate that it had been purchased. But that didn’t occur. What did occur was an old fashioned cluster f%ck.

For over a week, the deposit I provided showed “Processing” even though my bank showed that the transaction went through immediately. Vroom had my deposit the same day it was transferred. I tried calling or emailing customer service to find out why the deposit they received was still showing processing. Trying to get a customer service representative is very difficult. After a couple of days waiting for customer service to explain why the deposit was still showing “Processing” I finally got a return call from Vroom telling me that deposit transfers can take 24 to 48 hours to complete. I was already well past that time duration and could not get a better explanation from the representative.

In addition to the above, a couple of days after I emailed the completed purchase agreement back to Vroom I received an email stating that they needed a completed purchase agreement with 24 hours or the order would be canceled. **??? I tried to call my “Vroom representative” but she was gone for the day. Plus she only works Tuesday, Wednesday and Friday. The document request came to me late in the afternoon on Tuesday May 9. Knowing how difficult it is to get a live person to help, I decided to complete the purchase agreement once again and emailed it to Vroom that evening. In a normal car purchase world you would receive the car keys at this point and the dealer sales rep would be explaining the features of your car and shaking your hand.

However over the next few days nothing changed. The deposit still showed “Processing” and I was given no indication of when the car would be delivered. Later that week, I was asked by Vroom to provide proof of insurance. Again, the very same day, I sent back proof of insurance showing the car I purchased was added to my policy. Then a couple of days later I received an email from Vroom requesting that I complete another purchase agreement. At this point I was ready to cancel my order. I tried calling and emailing my sales representative. Another day went by when I got an email from a different person at Vroom saying they had everything they needed from me and that the car would show as “Sold” the next day.

It actually took two more days to show that the car had been purchased. At this point which was 10 days after I had paid the deposit and completed the first purchase document, I still had no idea when I would receive the car. So I tried emailing and calling my evasive sales representative. Days went by, no return call. In the meantime I saw that my car would be deliver by a Vroom dealer in my home state. All Right! I’ll just call them and say that I’ll come and pick it up. I called the elusive sales rep and left a message stating that I’d like to pick the car up since it was only a couple of hours away from my home. At this point the transaction was 12 days in process. Finally I received a “short, curt” call back from the representative saying the car was not in my state that it was being transferred from a location over 1000 miles away and to expect the car on May 26 or sooner.

It is now May 22. Vroom has had my sizable deposit since May 8. I have also been paying insurance on a car that I don’t have. If the car does show up on May 26, it will have been just a few days shy of three weeks since I started the purchase process. The inconvenience being without a car for this long has been high. I’ve had to reschedule a couple of doctor's appointments and skip a couple of things that I would normally do during the week.

So, would I recommend Vroom to someone looking to purchase a used car. If you are patient, can go without a car for an unrealistic period of time and don’t mind your money being tied up in a dragged-out purchase and delivery process then Vroom will work for you. Also, if you are not annoyed by calls and emails not being replied to for days then go with Vroom.

In hindsight I probably should have spent more time looking for a car on a dealer's lot.

Car was in good shape but had not been cleaned beyond a quick wash and vacuum (stuff left under the seats, etc.). Immediately noticed that it needed an alignment. Not the end of the world but would need to be done as soon as possible. On day 4 of having the vehicle, I brought it to a dealership for inspection where they reported that new brakes (rotors and pads) would be needed. Altogether, the dealership estimated roughly $1,700 worth of work.

I immediately sent the report in. My Vroom agent responded (after the 7 day test-drive period) that the repair team disagreed with the dealership and that I would need to take the vehicle to Pepboys (whom they work with directly) for another inspection. The Pepboys inspection found the same issues. They also noted that the car would need new tires, and that an alignment wouldn't be effective until the tires were replaced. This was sent to Vroom, where the repair team again denied the quality issue. I will be paying for at least $2,700 worth of work with no recourse being that I am no longer able to return the vehicle. So, just want to make sure that people have fair warning. You would very much hope that a dealership would appreciate $50,000 worth of business, but that wasn't the case. Also haven't received a title which is the main complaint of most, so I'm sure that we're in for more trouble in the near future.

This isn't my first purchase, I have purchased many vehicles and know the process. I found a beautiful Tesla and was very excited. I purchased 2 vehicles through Carvana and despite some of their reviews, they are much better organized than these folks. Another side note, the rep called and asked me about purchasing a warranty, I said no, guess what? When I went to review the purchase summary, the warranty was added. I was disappointed but glad I may have avoided some headaches had I moved forward.

Fast forward to 2023, and this is a completely different company. They went from having the best inventory with the best prices, to very little inventory with the worst prices. The friendly helpful customer service people are gone, they've been replaced with rude helpless people (I was hung up on twice). I found the car I wanted with better pricing and lower miles at Carmax (yeah, those guys). Vroom managed to screw up the purchase of my car (the one I bought from them 2 years ago). After completing the paperwork and sending them my title, they ghosted me for 2 weeks (no return calls, emails unanswered). It wasn't till after I canceled the sale to Vroom did I start getting calls from their transport carrier.

I think most car dealers are more inclined to rip you off rather than help you. I thought Vroom was different, and for a while they were. I'm not sure if it's under new management or something, but what was once good is no more. My experience with these guys has been horrible. Vroom, I was your biggest fan, now I'm your biggest hater. Do Better!!!