Vroom

I work with several warranty companies. This is the worst warranty company we have worked with. They would not pay out what they said. Our customer had to pay over double his deductible. We took a $175 hit. WOULD NOT USE THIS COMPANY FOR ANYTHING.

I was looking to sell our 2017 Yaris iA, which has fewer than 11,000 miles on it. It is set so low I cannot get into or out of it with ease (arthritis has gotten much worse). I decided to check out Vroom to sell it online. Uploaded the title and some similar documents. They phoned me back shortly thereafter telling me my title was invalid, that a new title had been issued in January of 2022. The title I copied to them was the original 2018 title. There were never any liens on it and there has been no change of ownership. I told the rep who called (whose English was awful) that they were mistaken. She then told me they would cancel my account. After reading some reviews of Vroom online I think that was a blessing for me.

The whole process has been a nightmare. We found a truck and started the purchase process on July 10,2022. We sent Vroom the documents they requested(copies of DL & copy of insurance card). They then requested pictures of the documents because I had sent them as PDF's and they claim PDF's can be faked(?) but pictures can't so we sent them the pictures as requested. We were sent papers to sign electronically which we did right away. Then they sent us papers (through Fedex) to sign in ink which we did and sent back through FEDEX because apparently the state where they are based doesn't accept electronic signatures.

Updated on 10/21/2022: We bought a 2017 Infiniti Q50S and took delivery of the car ahead of schedule, car was clean, there were a few undisclosed scratches/marks on the car but no dents, (I can not stress enough to get to a dealership ASAP and just pay the full inspection) the car did arrive with 2 different sets of off brand tires (kind of weird for a performance oriented AWD sports sedan), the car had some mechanical flaws in it that Infiniti of Ontario found for us. Tires to the tune of $1200, a rear dampening shock to the tune of $1400, cabin air filter was dirty and brake fluid needed to be changed. So they refused to cover the brake fluid change and the cabin air filter citing (those were maintenance items that we were responsible for). LOL. You sold the car like that. They also tried to refuse the replacement of the tires stating (tires were well within company policy).

We made the purchase of our vehicle. Over a month later we haven't received it. Customer service had lied to us every time we actually speak to them. They will not tell us where the car is. We can't even cancel the order.

Don't buy a car from them. You will get something Uninspectable and then you have to do all the legwork to get it fixed. Once it went through the shop it needed a rear hub. Not covered because it was an existing problem. I only put 800 miles and they won't warranty the repair.

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.

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.

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.

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.

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.

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?

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!