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.
Overall Satisfaction Rating
- 5 stars
- 4 stars
- 3 stars
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- 1 stars
- Accident-free vehicles
- Rigorous inspections
- Free roadside assistance for one year
- Weak return policy
- Only delivers to the contiguous U.S.
- Slow customer support
Vroom has about 4,000 lightly used, high-end vehicles at the time of publishing. It lists cars at fixed, reasonable costs. Vroom inspects all vehicles before selling, and each car comes with a limited warranty.
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I’m going to sum this up the best I can. I traded my Volkswagen Passat in for a Mercedes C300. When it arrived I took it for a test drive… I was shocked! The car was shaking and made loud noises. I immediately made an appointment for device at my local Mercedes dealership and they did a full inspection. So many things were wrong with the car totaling $11,000 worth of mechanical issues. I wanted to turn the car back in. Get my Volkswagen back but I was informed by customer service that they didn’t know where my car was. Every day after that for nearly one month, I was calling Vroom threatening them to pay for the service at Mercedes; they kept telling me my concern would be escalated but nothing would happen, all the while my Mercedes was stuck at the dealership waiting for payment approval. In the meantime, I’m taking an Uber to work everyday because I was carless.
Finally, someone from Vroom calls to assist me with my needs but even that was challenging as Vroom debated with me about how much they were willing to pay. I finally told them that if they didn’t pay for all of it that I would sue them. I received notification soon after that they approved the necessary repairs but made me sign a contract that I wouldn’t come back with more repair requests. That was one of the most stressful experiences I have ever been through. Save yourself the trouble and find somewhere else to buy a car.
I purchased a 2017 BMW X1 8/29/2022. I received the vehicle 9/16/2022 and noticed it had 2 bent rims. I also noticed the car shook when you drove over 50 mph, was completely rusty underneath and had a broken motor mount post among other things. I called customer service and spoke to representative Angie, filed claim # **, and requested this vehicle be picked up. I have filed the several claims listed below from 9/16/2022 - 9/22/2022 regarding this vehicle. While I acknowledge the vehicle is not brand new and may show signs of wear, there are certain things that should never be broken at the time of purchase .The vehicle showed severe damage to the rims on sight. The damage I see is consistent with being in an accident. I am again requesting this vehicle be picked up and my truck returned. This was my only means of transportation. I don't feel safe driving the BMW X1 anymore.
The things that are wrong with this vehicle should have been caught and repaired before sale. The headlamp already needs replacement, broken motor mount post, rims are welded and bent from the inside out on two of the tires and the truck shakes at a certain speed. I am not purchasing this vehicle to fix it right after sale. I've been back and forth regarding the damaged rims and offered $60 - $600 which is totally disrespectful. Vroom should really work on this, as it makes it hard for its Reputation Management online and with the public. Vroom picked up their vehicle after dragging out the process 2 weeks and out live the 7 days and 250 miles. Vroom paid off my vehicle after I had placed my claims and calls to pick the vehicle up and told me I would receive 1000.00 in 7-10 business days. So, now I am in Tampa, Florida in the middle of Hurricane Ian and no way to evacuate due to no longer having a vehicle.1. Claim# **
2. Claim# **
3. Claim# **
I bought a car from these people in June of this year. It is now almost the first of October and I still do not have registration and license plate. They sent me an email. Want me to get a POA from the previous owner which tells me they told me a car without having a clear title. It's been 4 months and like I said no license plates. No registration. The car sits in my garage not able to drive. It will never do business with these people again. Worst car buying experience I ever had and I am 65 years old.
I bought a car from Vroom. They charged 2000$ for delivery. Got a delivery date and 2 days later still don't have the car or a new delivery date. The chat support is not working. I called support and they can't tell me a date or sound that they even care (looks like outsourced support to overseas that have no access to anything more that you do accessing the website). IMO is not worth it.
Totally bad experience. Was asked if I wanted to trade in one of my vehicles. I said no. I was approved then after a two day run around, I was told I have to get rid of that car and put down 3 grand on a 21000 car. Totally mad and they walk away with $250.. Big scam so that basically 12 grand I'd have to shell out on a 21000. That turned into 27000 w/ shipping and tax.
Waited and waited and waited. Customer service was okay but then some aspects of it were terrible. Paying for things. Money comes out of bank but supposedly doesn’t clear on their end for a week. Then they send us our paperwork with my last name completely wrong. While we had them sending us our revised contracts we are receiving emails stating that we have limited time to return items like was our fault. A whole month goes by and finally they are ready to ship vehicle. Took almost 2 weeks just to get to hub and my wife and I just decided to pick up the vehicle ourselves because we’ve waited so long.
Finally got through that nightmare And now they are sending more emails saying they need this and that for registration which should have been done a long time ago. Today I had some wheel shake on the highway so I figured hey I’ll look at it before I just wait a month giving it back. Pulled front driverside tire off and sway bar linkage is almost falling out because it’s missing a nut. Are you kidding me? We have son that is about to be born. Reason we bought a 4 door Wrangler. If he and my wife were hurt due to y’all’s negligence I promise I would ruin yall. Safety should be a main factor in selling new used vehicles. We’re paying 60k for something falling apart. Shame on you. I owned a 91 Honda Prelude that was in better shape. Your business will eventually fail and I have no empathy on you.
First the good - searching for a car, buying it, and processing the paperwork was simple and easy. The rest was a disaster. The company is clearly one run by subcontractors from the phone support personnel to delivery personnel. You cannot reach anyone at the core company and the contractors have no power to solve difficult problems. Their automation isn't synced with their real processes. Our delivery was scheduled by phone and the next day an email was sent saying there was a delay - turned out to be false. Delivery was by an unmarked vehicle with no inspection or test drive (common for the competition). Vehicle came with no front license plate mount, no word on registration, and no state inspection.
After many hours on the phone, found out Vroom doesn't register purchased vehicles unless you finance with them! Unheard of!! Probably in some fine print somewhere. After 4 weeks got paperwork in the mail to register car. Phone support didn't even know enough to tell me that the paperwork would be mailed to me. Extra bonus was having to pay registration taxes myself instead of rolling it into the loan. Overall, a bad experience and wouldn't do it again.
Vroom failed on every level. We made a deal on a car. I decided to use my own financing. Vroom couldn't provide the credit union documentation to make the deal happen. Meanwhile, they kept asking me for previously provided documents. The deal was cancelled due to their failure of getting financial and deal docs to the credit union. I agreed to trade in a vehicle as part of the deal and sent title to Vroom as required. Vroom told me they needed 5-7 business days to process the return of the title to me. WHAT? That was August 30. I'm still waiting.
Vroom should return my "non refundable" deposit in the same manner it was required of me...overnight by Fed Ex. Unprofessional, poorly trained, hard to understand employees. No response to phone calls, emails. This has been nothing but a nightmare! Where is the title to my car? Why are they holding a deposit when their people couldn't provide required documents to the credit union? Poor, poor business practices.
This is the worst customer service experience I've had in my life. I've had quite a few. I was very excited to receive my vehicle that I put the deposit down on August 22nd. I've spent over 10 hours on the phone. I finally received my contract yesterday (Thursday) when they told me I would got it on Sunday. Vroom still hasn't pulled my money from my wire transfer that's been sitting in my bank for 5 days. I don't have a delivery date yet. Every single customer service agent tells you a different story. It is the worst company I've ever dealt with. Nightmare. The customer service reps are nice but not knowledgeable. And there's no supervisor or manager to speak to when you have a question. Such as when will I received my contract or when are you going to withdraw the money from my account?
They just go to circles and circles and circles. I've lost all confidence and I highly recommend not wasting time, energy and to prevent yourself from getting anxiety and stress as a result of doing business with them. Something that should be a happy and exciting purchase such as a vehicle, has turned into a disappointing, upsetting experience and I don't even want their car anymore. I never ever post reviews but they have me so upset, I actually took the time to do make others aware More like beware. I wasted enough time with Vroom. I think if I can help someone not go through what I went through, it's worth it!
The only thing that works as expected with Vroom is the “buy now” button. I initiated a vehicle purchase. Signed documents, both digital and hard copies. Mailed them all back. Then they asked me to sign the same documents again. I had to call and speak to 4 different people to get this error fixed. Everything finally processed and we moved to preparing/delivery portion. I didn’t receive any notifications until the vehicle was shipped then delivered to a 3rd party last leg delivery driver. When the car arrived it was dirty and the battery was dead. Being naive I thought that maybe someone left a light on during the 2 days of transit. Called AAA and had it jumped. Drove around for half an hour to charge the battery. Stopped the vehicle and it wouldn’t start.
They delivered a car with a battery that was so dead it couldn’t hold a charge. That doesn’t happen in 2 days of transit. I believe they knew there was something wrong before it was even loaded on the truck. I towed the car to a mechanic to give it a thorough look. In the meantime I have called Vroom and they have been exceedingly difficult to work with. I can’t get anyone on who can actually help on the phone and they want pictures of the dirty car. Okay the car not arriving detailed is in no way important compared to them delivering a car that I cannot drive.
I purchased a 2020 Mazda CX-9 in May. It was delivered on 9/6/2022. I have yet to receive my tag and VROOM will not communicate with me what is going on. It’s been 3 months. My temp tag will expire 9/4. Can’t drive the car that I am making payments on without a current tag.
My wife purchased a vehicle from Vroom. Although we are happy with the vehicle & deal received, we are unhappy with what has happened after. Vroom has sold our info to car warranty robo dialers. How do I know it was them? I handled the entire process with Vroom, They had my name & number although when we finalized the transaction EVERYTHING went in my wife's name. About a week after buying the car I started receiving multiple calls daily that won’t stop about the warranty expiring on my 2019 Lexus. I do not own a Lexus, my wife does! The only company that had ANY info tying ME to the car was Vroom. I would expect way more integrity out of a publicly traded company! I am a investor in RKT & big believer in Dan Gilbert (majority shareholder). Despicable that he would allow this to happen to his valued customers. I will NEVER consider doing business again with Vroom or any RKT companies ever again.
The salesperson was attentive until the contract was in process and then would not return my call. The draft contract was not correct and I had questions about the extended warranty, but could not connect with anyone in sales. Really weird experience. They lost a sale. I have alerted my credit card company and don’t plan to pay the $249 fee to hold the car.
We purchased a vehicle from Vroom on July 28th. The process was FINALLY completed by August 8th and delivery was scheduled. Since then, we have heard no updates about the vehicle other than we should receive it by August 23rd and the transit company will contact us. Well, it's August 22nd and no one has contacted us. I called vroom and they have the name of the third party transit company but no phone number. I looked up the phone number, called them and they have no vehicle in their possession that matches my VIN number.
I called Vroom back. STILL all they can tell me is that I should expect my car on or before August 23rd. I explained that the third party transit doesn't have a record of my vehicle. They created a "claim ticket" but basically, no one knows where my car is or who has it. And vroom claims that you will know where your vehicle is the entire process and that this is easier than going through a dealership. Both claims are a flat out lie. This has been the biggest headache. Never again, and hopefully this review will save someone else from having the same stress!!!!
They seem to have the largest fleet of used cars out there but the purchase/acquisition process is miserable. I found my car, put down the deposit and almost instantly received calls from several "sales associates" who were unaware that I'd already spoken w/ one. I spoke w/ Ryan ** who was efficient and polite but realized that I had a frozen credit bureau account so couldn't complete the loan (required in order for them to do registration paperwork, apparently). He gave me his extension but their phone tree never does allow you to actually speak with a particular person. It just disconnects you when you try to go to his extension so the only way (at any point in the deal) to contact them is to get the next random receptionist. For virtually all of the receptionists, English was clearly not their primary language so communication was challenging about 1/2 of the time.
It took them 2 days (and 4 calls from me) to figure out that they had incorrectly listed me as borrowing the entire purchase amount and fixing this to reflect what was agreed upon. They then needed hand-signed notarized material to complete the deal (but no one and none of their many confusing e-mails indicated this). I got the FedEx a few days later (but all along receiving emails that the deal was off if I didn't return them within 24 hrs) and returned them. It then took them 3 days to figure that they actually had what they needed and could move forward. 2 days later they got my bank transfer and all docu-signed documents and the car was list as "being prepared", presumably for delivery as they gave me a delivery date.
4 days later I get a call from "Andre" who was at the Manheim auto-auction place to pick up my car for delivery but he hadn't received that info from Vroom. Of course I didn't have it either being on the other side of the country and uninvolved in the process. He apparently tried to call Vroom and got no answer. I called Vroom and they told be that their "logistics team" would be in contact with him to sort this out but they never did so my car was not picked up and delivery will be delayed. Just a terrible experience. Never again ....
My husband and I purchased a vehicle from Vroom five days ago. We paid the down payment amount which came out of our account before we received the vehicle. We requested the inspection report that Vroom supposedly does seven days ago and have still not received it. We took the car to our local mechanic who informed us that the car has a major oil leak, it is so bad that he cannot tell where the leak is coming from among a host of other issues that were never disclosed in the listing. This incredibly unsafe. It is also an estimated $5,000 repair cost. Intentionally, on our part, we are within the 250 mile limit that Vroom states you can return the car no questions asked. They even boast about this. Instead, they are stating that we need to get proof for them in order to even begin the return process. It's comical that they require the money up front, but the second you decide you would like to return it, you can't get your money back.
Customer service has told us multiple times that we cannot speak to a manager because "they are not taking calls" and that we cannot have access to their email information. I cannot describe how powerless we feel to make a transaction that should have been smooth. This business has treated us so poorly and dishonestly. Please, please consider the seller's history, do your research. Hopefully someone will make a better decision than we did through this review.
I purchased a 2021 Accord in July on a Wednesday, and the car was delivered the following Tuesday. I was so pleased it came that quick. I didn't finance or have a trade-in so that likely sped things up a lot. The car was delivered in great shape with only the tiny chip in the paint that was shown in the listing. Only 5K miles. It was coming from TN to NC, via the Statesville delivery hub. The few people I spoke with directly during the process (delivery and logistics) were very nice to work with. And, the title transfer and registration paperwork came just two days after delivery via FedEx. I have only positive remarks about Vroom. They constantly kept me in the loop via email communications and phone calls. It was great!
Initiated a car purchase on 5/5/2022. Provided all information requested and was told the car could take up to 2 weeks to deliver. Zero communication, Vroom consistently lost my paperwork and asked for paperwork that had already been submitted. Finally the car arrived on 6/10/2022. Nine days later the check engine light came on, the mechanic stated that the catalytic converter needed to be replaced. Contacted Vroom because the repairs should be covered under the 90 day/60,000 mile warranty offered in every purchase and detailed on Vroom's homepage. Consistently representatives would tell me that I was past the 7 day window (as stated on the homepage, there is a 7 day return policy). We didn't want to return it, we wanted the repairs covered. No communication, calls and emails were never returned, this issue was never addressed.
Today is August 3rd, 2022. I have submitted all paperwork requested, the day it was requested and I have still not received a title, plates or a registration for this vehicle. Many, many calls to customer service and they cannot provide answers, updates, a potential time frame, etc. Their title department "does not accept phone calls" and there is no update they can provide on record after 7/6/2022. Customer service agents cannot see all of your profile, access your information or provide information for your account/paperwork.
I was emailed in June by an agent that needed my insurance card for the new vehicle, I replied with the card attached. I received multiple replies to this same email (with the attached insurance card clearly visible and legible) stating that I had not provided said insurance information. I won't give opinion in this review, I have detailed the facts of my purchase process. If this sounds like the experience you desire then I can wish you well on your purchase.
I’m sharing my experience with the online car dealership that calls themselves Vroom. Thankfully I didn’t go through with the purchase of the 2021 Audi S5 Sportback that they’re asking $67,499 for. I placed a $249 holing fee for this vehicle, VIN number- **. I spoke with James, their salesperson and agreed to trade in my current Audi S5 for their vehicle. I also made it crystal clear that I did not want the $1945 Vroom warranty they offer as this vehicle was still covered under the manufacturer warranty. I received my first contract with the $1945 Vroom warranty included. I contacted customer service to make them aware of their error and requested a second contract.
They sent me the correct contract the second time. At this very moment, this same vehicle is for sale on Vroom, which states there are 2 damaged areas on this car. Both are scratches on the hood of the vehicle. Vroom states on their website that there are 2 areas of damage on the vehicle. 22 pictures of the vehicle are posted on Vroom previously and currently. Picture 21 states - “Imperfection: Chipped - Hood. This will not be repaired.” Photograph 22 of 22 states “Imperfection: Chipped- Left Apron. This will not be repaired.” So naturally, I believed that there were two areas of damage to this vehicle, as described in photographs 21 and 22.
I went ahead and signed the docusign papers in order to purchase the vehicle. AFTER I signed the documents a 23rd picture of the car appeared, with a “deep scratch” on the rear bumper. This depicted more than a scratch and definitely a dent. This dent is not at all visible on the photograph posted on Vroom of the rear bumper. Also, Vroom provided me with a Carfax prior to signing the contract stating that the vehicle had 1 previous owner. Immediately following the unseen 23rd picture of the dent on the rear bumper a different Carfax appeared, stating the vehicle has 2 previous owners. Vroom refused to credit the $249 holding fee. Please do your research regarding Vroom prior to purchasing a vehicle from them. Vroom is facing multiple lawsuits, some class action, and one filed by the state of Texas, as well as another filed by the state of Florida. This is serious people!
Bought my vehicle in February 9th 2022, wasn't sent documents for title and registration until June 6th, having to pay monthly fees of $775 plus $223 in insurance for a car that couldn't be driven. The customer service Vroom provides is atrocious. There is no accountability, initiative or proactiveness for their customers paying tens of thousands of dollars. Once you call the 'National Hotline', you're put in a priority queue, the next time you call it's the same circus, different clowns. The time, energy and money I've spent with Vroom over the last six months needs to be compensated.
We were told a finance rate, length of loan, payment and down payment over the phone. Required to payment $249 to hold the car and was told it would be deducted from the down payment. We were supposed to get the paperwork the next week. I was looking on their site and vehicle was back for sale. I called and was told their mistake and they got it going again. We got the contract and everything discussed was wrong. Sent us higher interest rate, longer term and down payment did not have the $249 deducted.
I called every day, sometimes twice a day. Was asked to send an email with exactly what was wrong. You get a reference number for the complaint. Finally was told it was being corrected and we were sent a FedEx with the new contract. It was exactly the same. No corrections. The only difference is they left out the page with finance details. This is shady. Once the salesman is done. You only get to talk to the support department. They are no support. They will tell you someone will get back with you in 24 to 48 hours. They don't. We really wanted the vehicle, but at the rate and terms that were quoted to us.
Was told my car transmission was not covered because I had not driven enough miles!!!! This is the most profound excuse I had ever seen someone come up with! No Google rating system in place....not so strange after you see Bill Gates owns this trash Co. This is the ** they tell you when you buy the car.
The limited warranty helps to minimize unexpected costs associated with mechanical breakdown, repairs, parts, and labor.
Covers unexpected costs due to mechanical breakdown repairs such as parts and labor.
Protection for 3 months / 6,000 miles, whichever comes first.
Pay nothing on covered repairs other than the deductible.
So my car went bad. I had no way around and had about 800 dollars to my name for a down payment for a new vehicle which I choose Vroom to be a first-time customer too. Because for the most part delivering the vehicle to my address and vehicle prices on the site was convenient to me since I only had a down payment and no way to a local dealership. The primary representative that I had was great but when she got sick 1-2 days after we talk, I had to deal with her Co-workers. They gave me a runaround. One guy name Daniel or Danny I believe got mad at me because I had a lot question about my purchase which he got rude and said negative things to me and hung up on me after I asked for a manager.
I thought about returning my car after that experience, not only I have dealt with that I still haven’t received any update via email or text or call. I don’t even know where the car is at this point, it have been a week with no updates. They got my money and I don’t know anything or the process. Not only the company raise the price once, they raised it twice for the down payment and the contract. This is the most worst experience I had with any company I ever dealt with. I wouldn’t recommend anyone.
They have had my money for 18 days and won't let me pick up my vehicle and can't tell me when I am going to get it. I have been promised several dates, including today but still no vehicle and don't know what is happening. The first time the delivery company said they weren't paid yet. It has been a nightmare!
It took 3 + weeks to sell my car. The title was picked up 2 weeks ago. It's been 10 days since the car was picked up and I haven't received a payment. I keep going back and forth with the company. TOTAL NIGHTMARE!
We bought a high end Volvo from these clowns and they will not provide tags and registration and will NEVER reply to repeated requests for updates. Unless you somehow enjoy being lied to and fleeced, avoid these scammers like the plague. I am a 100% combat disabled Marine veteran and I have NEVER been treated so shabbily by a company that happily took my money and then went into hiding.
Purchased a vehicle in January, and I can't get them to file my registration. Always the same automated responses from customer service. Filed complaints with multiple entities and nothing is happening. I can't drive my car because they refuse to do their part and file the documents. It's a nightmare.
If you buy from Vroom what you are getting is a mechanically faulty car, loss of money, fear in mind. Their 90 day extended warranty is a joke and scam. I was on a vacation with my family and suddenly temp gauge of car started spiking to red and loud noise started coming from engine bay. I took it to Firestone (luckily it happened in front of it). They diagnosed that the radiator fans both are gone. I tried calling Vroom customer care but was not able to connect as it was a public holiday. I got the car repaired and it costed me $1K. Next day I send mail to Vroom customer support with invoice and diag details as I was sold the car promising 90 days extended warranty; now the drama starts.
Vroom customer support told it is not vroom that covers this but 'SafeGuard' and gave me another customer care number!!. Ok fine, I called 'safeguard' and raised a case. After sitting on my ticket for 3 weeks they closed that saying this is an EXISTING ISSUE of my car and cannot be covered!! Does that mean that Vroom sold me a car with mechanical issue that they are already aware?? If this is the case then all mechanical problems can be said as 'already existing issues'.
Now I don't know what all these kind of 'Existing Mechanical Issue' my car got!! When you are out of the state with two kids including an infant will you fix the car and get going thinking that the cost will be covered as per their extended warranty? They should cover genuine customers rather than trying to scam and milk money out of them. Otherwise one day people will realize their tricks and keep away from them. I trusted Vroom and thought I was getting a good deal, but this is what they gave me in return. Please be very careful doing business with them. God bless them.
Because the delivery was changed 4 times without notice, the delivery fee of $699 was credited back to me. My vehicle was bought March 15th and the temporary tag expired 4/18/22. I call weekly to ask that if Vroom can't register my car, then to send me the title to my fully paid off vehicle and I will handle it. I have a beautiful truck and can't drive it for fear of being pulled over and issued a ticket. Vroom is giving me a rental car- not a truck- but it won't pull my 7500 lb work trailer. The frontline CS are friendly, but you can't speak to anyone who can fix a problem. HELP!
We bought a vehicle 7 months ago and they still have not sent in our tax, title, and license to the State of Texas. We have a mound of correspondence with them and they have yet to to register our vehicle. After this final temporary tag, we will no longer be able to drive our new vehicle. We will be paying for it, while it sits in our driveway. Poor service!! They, as a dealer, by law have 30 days to get this done and it’s almost 8 months later. We have gotten the run around and been told that it has been done only to call the State of Texas and they said no that it hasn’t. Then they lie to us with dates and we pull up each correspondence showing that they are lying.
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