Vroom

Vroom Reviews

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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

Vroom Reviews

Stars Rating

  • 9%
  • 9%
  • 7%
  • 4%
  • 71%

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    How do I know I can trust these reviews about Vroom?
    • 4,481,129 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 2 Reviews 10 - 40
    Customer Service

    Reviewed Oct. 18, 2023

    I have tried three times to buy a vehicle from this company and every time they have horrible communication. They don’t care about the sale or they will tell you it is held and then find out it’s sold. I would give this company a zero if I could. Go to Carvana or CarMax at least they care and follow up. Don’t use Zoom. You will be disappointed.

    Customer ServiceStaff

    Reviewed Oct. 17, 2023

    I received a very good online offer from Vroom for a vehicle I was selling. I proceeded through their process to the point of contract review when red flags began appearing.

    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.

    Customer Service

    Reviewed Oct. 12, 2023

    Bought a Jeep 3 weeks ago, was told it would be delivered by Friday, Oct 13 but never received a call to set up delivery so now I will be waiting 4 more days minimum to get my new Jeep. I hope you have time to wait to get your new car!!!!!

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    Customer ServicePriceStaff

    Reviewed Oct. 9, 2023

    I started my purchase on on 9/26/2023. I was approved and paid the deposit to hold the car, the same day. A day later, paperwork was sent and completed via Docusign. 2 days after that, Thursday night, I received the physical paperwork via FedEx and returned it the next morning. They received it on the following Monday 10/2. The same day, I paid my down payment via ACH transfer, because in the paperwork it states that 2 day delivery will be available when using this method of payment (LIES). The next morning around 3 am, I received an email saying there was an issue with my payment so I reached out and was sent a different method to pay, which was an invoice with my down payment amount. I immediately paid it on 10/3. The payment was processed and cleared by my bank on 10/4.

    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.

    Price

    Reviewed Sept. 21, 2023

    So. I bought this car in April of 23. The car was delivered with a cooling system leak and a bad radio. They didn’t even know it had that. After complaining they sent me a check to fix it. It is now September since then. I have replaced 4 water pumps, 1 radiator, 2 thermostats. The tires had more plugs than hairpiece. And now today my transmission blows. They do not inspect the cars. They lie about that and will ignore you to do the right thing. I spent 28000 to have this many problems. And where is Vroom? Nowhere they told me? I Should have bought a warranty? Wrong. If you did your job and inspected it we would not be here. Save yourself. Trust me. It’s not worth it. Go to a location you can take it to if you have issues. Not an online dealer who will ignore you. Trust me. You will thank me later.

    Reviewed Sept. 19, 2023

    Vroom lost my paperwork and title. Complete nightmare. The paperwork is extensive for titles with company names on them. Their software severely lacks and sends conflicting and confusing information. When I talked to someone about it, they didn't care. I talked again with someone about it, and they argued with me that it was correct and I was wrong.

    Verified purchase
    Customer ServiceSales & MarketingStaff

    Reviewed Sept. 15, 2023

    I'm currently going through the process of purchasing a Vehicle from Vroom and it has been an utter nightmare with excuses and delays. My initial application was easy and made it seem like I would have my vehicle by the weekend. The app asks for me to choose a delivery date and time. KOOL! Saturday at 1pm cst... Awesome Right. Wrong... It has taken almost two weeks for the digital paperwork to be processed and another three days for the signed and notarized paperwork to be sent overnight and then another two days to be reviewed and processed after being received. OMG! Ok, whatever. Time to apply the $1600 down payment. Done! Three days to verify the payment.

    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}).

    Customer ServiceStaff

    Reviewed Sept. 8, 2023

    This company is a total mess and the customer service offered is next level bad. The way the company handled my now canceled purchase is the single worst customer service experience of my life. I received conflicting information from multiple agents on what was required. I had to educated my document handler on how titles were handled in the state of Michigan (I should not have to be the expert) and was offered no extension consideration when the process was delayed because of issues at Vroom. Lastly, nowhere on their site does it say they won't accept purchase offers in MI where liens are on cars, all cars that hold a lien have electronic titles on file with the MI SOS until the automobile is paid off. Your lack of understanding in a process that is more than a year old is pitiful. BTW, electronic titles is the way that all states are moving over the next 2 years.

    Customer ServiceSales & MarketingPriceStaffFinancing

    Reviewed Sept. 3, 2023

    Found a vehicle on their website that we were interested in purchasing. Called the customer service # to speak with a salesman and ask a few questions we had. Ended up being told that the process would take a few weeks and downpayment would NOT be needed until that time (we were expecting a large check in a couple of weeks). Placed the payment for hold of vehicle and secured financing.

    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.

    Customer Service

    Reviewed Sept. 2, 2023

    I purchased my vehicle from Vroom in August of 2022. I paid cash for the car, and now 1 year later they are trying to tell me that I have to pay another $700+ dollars for a situation that they messed up on with the title of the vehicle from the state of Texas to Arizona. Now, I moved from Colorado to Arizona but they titled the car incorrectly and that was noted when I arrived to Arizona and tried to license the vehicle. I went to Vroom on several occasions in Scottsdale and this was taken care of and recently I started getting emails with a no response email demanding to pay without a contact number to discuss. Poor customer service, follow up and a lie that a final sale is a final sale. I would love for Consumer affairs to contact me to help further people from this happening to.

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    Staff

    Reviewed Aug. 28, 2023

    I purchased a vehicle from Vroom, on July 7th the vehicle was delivered. On July 9th the vehicle started to make a noise. I reached out to Vroom and they advise to take it to a shop to get it checked out and get an estimate. I took it to Meineke and they did an inspection and concluded that the noise was because the all 4 rotors, brake pads and the two caliper in the back were no good. The job came out to $1420, I was under the impression that I will be reimburse. They said I had to wait to I get an approval before I gave the ok for a job to be done. This was on July 11th that I took it to Meineke, I just heard back from Vroom that they wasn't approving the job on July 18th, I guess I was suppose to drive my vehicle the whole time making that noise.

    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 **.

    Customer ServiceStaff

    Reviewed Aug. 23, 2023

    If you want to purchase a car and you need it now don’t go to Vroom.. The sales person was so nice and cool and we got all my paperwork done in 2 days.. Only thing was I wasn’t gonna have my down payment until that next week.. Everybody said ok. They advised me that nothing will be fully ready until my Dp was paid… Upon paying the Dp the sales rep told me once I pay my car should be to me within a week… Here I am on my 3rd week with no car … talking about they gotta send it to the hub then I’ll be able to pick it up because waiting for it to be delivered will take longer…

    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.

    Customer Service

    Reviewed Aug. 17, 2023

    Don't believe the delivery date you are told. Add 3-7 days and get ready for the excuse train. When you call customer service to find out when your car will arrive, they cannot tell you, but just recite the standard answer about taking 24-72 hours to do an inspection from the time your car arrives at the hub. Well, the "Hub" must be on some far-off planet because it takes way more than 24-72 hours from the time it arrives at Planet Hub. Good luck.

    Reviewed Aug. 3, 2023

    I purchased a car from Vroom on (07-14-23) a low mileage 2021 Mercedes, Took 2 weeks from sign of contract until delivery to hub. They don't give any updates or information until the car arrives at hub. I took the car home Friday as I picked it up from Vroom (they didn't have me scheduled for delivery that day) and the key fobs didn't lock or unlock the doors. Long story short the car has been at the Mercedes dealership since Saturday. My best advice don't buy a car from these folks unless it under factory warranty. I'm disappointed that they would sell a car like this and not disclose the problem. I'm still weighing up my options on how to proceed.

    Reviewed June 29, 2023

    I bought in May 30th. I put my down payment June 13 and it June 30 still no car. The car reached the hub June 26. I was told that car need 2 new front tire. I didn’t know it take over a week to get 2 new tires put on the car. I was told I could receive the following week hopefully. This has been the worst car buying experience I ever had. Almost a month to get a vehicle is wild.

    Reviewed June 27, 2023

    Never deal with Vroom. They removed the direct payment option after receiving all the documents from me and gave only the check option at the time of pick-up. They said that's their default payment method and I will be receiving the check in 14 days. I didn't accept it and asked to return my title ASAP. Never sell your car with Vroom. Complete waste of time.

    Customer ServiceStaff

    Reviewed June 22, 2023

    I bought a car from them more than 2 weeks ago, I am not sure where is the car or if it exists. Left messages to the assigned agent (Erica G. **) no response for 3 days. Talked to another agent. She said the car at the local hub. Talked to the Hub, they said they do not have the car yet. Practically paid $45K and I do not know if I will get a car or not and no one can tell me what is going on. Last call they hanged up the phone. Start looking for Lawyer. I would not recommend them to anyone.

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    Customer ServiceSales & Marketing

    Reviewed June 15, 2023

    I sold Vroom my 2016 Chevy Silverado Special Ops Edition truck and set up ACH deposit with them a week before they picked up vehicle because my credit union is in PA and I live in SC.. So 4 days after they picked up my truck I still haven't received payment as they promised 24-48 hours after picking up vehicle .. After twice giving ACH information for direct deposit I get email stating they are mailing a check, I immediately call them and inform them I live 1000 miles from my bank and a check will not work and reminded them that I set up ACH deposit with them and they did nothing. This company does whatever they want to regardless of your wishes, they lied to me 2 days in a row and are scamming foreigners who need to be charged and fined by federal government. Let them sell camels in their own country.

    Staff

    Reviewed June 15, 2023

    Thought I made a great convenient decision. My salesman was absolutely great and pleasant. Currently 20 days in, $1000+ in rental and Uber fees, and still no car. I've only been able and allowed after numerous requests to speak with the 2 members assigned to my support team and forced to accept the assistance within their powers. I was told the process could take up to 14 days and I accepted. I insured the vehicle, paid down-payment, signed contracts. I am hopeful that I will be pleased once the vehicle arrives but hindsight I really wish I just went to a dealership and drove off the lot. I'm a single parent and at least I would've saved money spent on rental and Uber, definitely not stuck bumming for rides, and not sulking in the cause of my total loss to my last vehicle.

    Online & App

    Reviewed June 14, 2023

    If I could leave 0 star review, I would. Vroom is literally the worst company I have ever worked with, particularly with regards to purchasing a car. They don't perform any sort of inspection or even quality check of the vehicles that they sell, despite what their website says. I was delivered a car that had a broken trunk (would not open), oil leak, needed a new battery (wrong one was installed), all 4 tires were below the legal limit of what is allowed to be sold in Washington State, and more.

    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.

    Customer ServicePrice

    Reviewed June 13, 2023

    Attempted to purchase a vehicle. After an unreasonable amount of red tape they refused to send a Bill of Sale to my bank and would not accept my check from the bank because they had to list the bank as a lien holder on the title. Any car dealer would do this! I cancelled my order in June 1. They returned the check to me, not my bank. I am still waiting for the return of the $9,000 down payment sent ACH and it’s been 13 days! No response from daily emails to customer service. My daughter was devastated as this was a gift for her. Luckily we found the same vehicle cheaper locally.

    Customer Service

    Reviewed June 11, 2023

    Horrible experience!! I was approved for a vehicle. There was a lot back and forth communication, paying reserve fee, sending in all documents, having the documents that needed to get notarized, putting insurance on the vehicle and sending down payment. Well after everything was finalized I received email that I had to once again submit proof of income. Like huh??? I just signed a contract and send down payment!! So after I once again sent in more documents I was told waiting for a shipment date….

    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!!

    Staff

    Reviewed May 23, 2023

    We purchased the car 8 months ago and the water pump is leaking and needs to be replaced. I purchased an insurance policy with Vroom for over $3,000, which was a huge mistake. They have been fighting the claim since day one. First, they said that the shop I took it to (which has been servicing our cars for the past 18 years) doesn't have a business license, which is not true. The agent said we had to take it to an Audi dealer, which we did, but they say they don't deal with that company. Meanwhile, the people at Vroom have been zero help and have tried repeatedly to decline our claim even though it is explicitly covered by the policy we purchased from them. Dishonest and corrupt organization. Be very careful dealing with them.

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    Verified purchase
    Customer ServiceStaff

    Reviewed May 23, 2023

    I gave them a deposit to hold a vehicle. I got a “good” deal, and afterward I attempted to see the car I was holding in my account so that I could complete paperwork, only to see that my account said I had not made any transactions. There was nothing in my message or documents tabs either. In my confusion I started googling more about Vroom only to find a slew of reviews from this past year, 99% of which seemed to be buyer beware type reviews. So I reached out to vroom customer service to inquire as it was making me very nervous. No one ever responded to that email or acknowledged it.

    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.

    Customer ServicePriceStaff

    Reviewed May 22, 2023

    My Vroom Purchase Experience. As a preface to the overall Vroom purchase experience I have to admit I got one of the cars that I was interested in at a fair price. The car is accident free, very low mileage and appears to have been well maintained. However getting to the point where the car should be sitting in my driveway has been a frustrating, nerve raking experience.

    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.

    Verified purchase
    PriceStaff

    Reviewed May 16, 2023

    2020 Ford Expedition, Delivered 4/27, Purchase price of roughly $50,000. I went to Vroom with the hope that some of the recently reported changes had helped with peoples' experiences. Found a (seemingly) great vehicle for a fair price and went ahead with the deal. Purchasing wasn't as smooth as advertised but after sending paperwork back-and-forth a few times over the course of two weeks, we finally got everything done and scheduled our delivery. Delivery and pick-up of our trade-in went fine, probably the only positive part of the process.

    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.

    Customer ServiceStaffFinancing

    Reviewed May 16, 2023

    I was in the process of trading and purchasing a vehicle from these folks. Today, I sent an email to cancel. I paid the deposit, was approved for financing and uploaded all required documents. Every other day, I get another email that something is missing or rejected. But, one email said everything was good and congratulations, contracts were being prepared. I read all the reviews and evaluate each based on facts. Well, I would say, for the most part, they are true. I would not trust these people to deliver a car to me and they cannot even process simple paperwork.

    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.

    Customer ServicePriceStaff

    Reviewed May 11, 2023

    Over the years I've purchased 2 vehicles from Vroom, each purchase smooth and easy. The first in 2019 at the start of covid, the truck I bought arrived with small damage, no way this car was thoroughly inspected. One call to Vroom and it was fixed right away, no problems. Bought the 2nd car in 2021, and it arrived no problem. I've always had good luck with Vroom cars, and they have great resell value.

    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!!!

    Customer ServiceStaff

    Reviewed May 5, 2023

    I had a good experience, selling my car to Vroom. I agree with a lot of the reviews. The customer service is not so great. When you call, they don’t speak Good English and don’t seem to have a handle on the situation. Then I got a phone call from an English speaking representative, prompting me to sell my car so I sent in all the paperwork and they said someone would contact me within two days to pick up the vehicle within two weeks. Well, it took six days for them to contact me but when they did, the girl spoke great English and asked to pick up the car the next day which she did everything went smooth and I got a check in two days. Also paid a great amount for my vehicle, overall satisfied.

    Profile pic of the author.
    Customer ServiceStaff

    Reviewed May 4, 2023

    All I can say is to run and run fast. I would call and ask to speak to the agent and he would not return my calls and any other agent I spoke to would give different answers. Communications was as bad as it gets. I don’t recommend dealing with this company.

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    Vroom Company Information

    Company Name:
    Vroom
    Website:
    www.vroom.com