Vroom Review: How It Works, Pros and Cons

The application process was quick and easy, with an approval call within minutes. Every employee I worked with over the phone was nice and informed.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Found a great price on a Jeep that I had been looking for for a while. My salesman, Delroy, helped me out throughout the entire car-buying process. The only issue I had was that Vroom took a while to confirm that my wire was received on their end. After receiving my Jeep I noticed it did not have a Bluetooth radio that it was advertised as having. Vroom made it right by covering the cost for an aftermarket radio and installation. I will definitely be returning to Vroom for all my future vehicle purchases.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

It wasn't a good experience. I have not used Carvana (yet) but I would try there. Here's a small list of things I found lacking with Vroom:

1. They haven't figured out who their customer is. Personally, they should fire the CEO. There is no customer experience to speak of. No real dashboard on where things are at in your buying process. No real understanding on the phone when you have questions. The website is not very customer friendly. Unlike Carvana, they don't point out defects clearly.

2. When the car was delivered it wasn't "clean". It was simply wiped down. Smudges on the windows, sand on the back (maybe it was from the car carrier with the car above it - I don't know). It wasn't delivered when I asked for it. They gave me a window of time and came at a different time.

3. When explaining the different options for purchasing a warranty, they simply sent an email with a list of years and mileage and a price. No description of the service. No understanding of what exactly is covered. I bought a Jeep and decided to buy the warranty directly from Mopar (Chrysler owns Jeep).

4. Want more? It doesn't stop there. When the lenders were competing for my business (this is a good thing), I decided to go with the lowest rate (makes sense, right). Well the other lenders indicated in a formal letter afterwards that they denied my credit request (no, I just didn't want to go with them, I have a credit score of 800+).

5. Here's what tops this cake. When I had to wire my fee to Vroom, it's not to Vroom. It's to some company named Leftbank whatever out of Vegas. Feeling secure? Think that you're dealing with an upfront company? You be the judge. I will never use Vroom again and don't recommend you do.

They just happened to have a Jeep at a good price.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

I would give Vroom zero stars but that’s not an option. I wasn’t told about the extensive damages to the exterior of the car prior to purchase. Tires were bald and needed replacement. Windshield was cracked and needed replacement. Key fob looked as if it were chewed up. Return process was a nightmare. Do not recommend.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

Super easy to buy online. Then when I decided I wanted to exchange the vehicle for a larger vehicle, it was super easy to exchange at the retail location in Stafford, TX. Highly recommend.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Do not use Vroom. The vehicle arrived not at all as advertised and with lots of scratches, dings, chips, and stains inside. The car was too filthy when it arrived to see all the damage and the driver was in a hurry and did not want to wait for me to check things out. We found after it had been delivered that the paint had been touched up in patches, and not well. This was not disclosed as the vehicle was only a couple of years old. Customer service would not resolve the issue.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

We purchased a Jeep Grand Cherokee after looking for about 3 weeks online and every time we found what appeared to be a "good deal" it was sold when we called the dealership. I have never heard of Vroom but found out about it by searching for online vehicles. I immediately found one with low miles and a better price than I had found with all my previous searching. I called Vroom and asked about how it all worked. He assured me that if there was anything at all wrong with the vehicle, they would "cut you a check" to repair anything wrong that was not listed on the website. I must have lost my mind because I did not check the reviews prior to purchasing this $22k vehicle, however, I did purchase a warranty which was WAY cheaper than the quotes I had gotten only days before on a similar vehicle. After putting down my $500 deposit to "take it off the market", I did check reviews which were HORRIBLE - now I'm really sweating - do I take my chances of losing the $500 or pay for it and hope they will follow what they told me.

I paid for the vehicle, then they said it would take 10 days for the $800 delivery of my vehicle (came to find out later, these vehicles are located in Houston which is only 5 hrs away - I would have driven over myself and saved the money if I had known that was an option). Regardless, I stress the next week wondering if I have been ripped off and how hard will it be to get my money back. On day 6 I get an email that the vehicle will be here the next day, then later that day an email that said the vehicle had actually already been delivered - so I am stressing calling Vroom who assures me it will be the next day. Then I get a call from the driver who says he will be here tomorrow, that he is out of time on his driving so my Jeep will be "at his house" which stressed me out even more. The next morning it arrives and I am stressed out to the max until I see it - it was really nice - so the relief was immense. However, on the steering wheel where all the controls are located on one side, it looks like someone took a brillo pad and scrubbed off all the black finish leaving a large silver area that is very obvious when sitting in the driver seat. We tried to look online at the original pictures online but they were no longer available. We sent a message for them to "cut us a check" like the guy told us when we bought the vehicle to have this repaired. So they produce a picture of the steering wheel from the posting and tell me it was shown (however it looks like a glare and not a damaged area), so they refused to fix it - so I felt that was a little deceiving.

However - I really am impressed with the vehicle overall for the price, no haggling and great price on a warranty. I would definitely consider them in the future - easiest car purchase I have ever made - however, very stressful about not seeing it in advance.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

I decided to go with Vroom after I purchased another vehicle from Carvana. Carvana was great but Vroom had more inventory of the vehicle I was looking for. The sales team was nice and professional. Vroom uses FedEx vs DocuSign which take a little more time but that’s no biggie. When my vehicle arrived it was not clean, but that’s to be expected when traveling across the country, So expect to have to wash it and gas it up. Vroom takes 4 to 6 weeks for the registration process. Carvana took about two weeks. I still have not received my plates after almost 3 months, but COVID is playing a role in that. My biggest issue is with vehicle itself. After the 7-day return period, I noticed the vehicle was riding very bouncy and stiff. I took it in to the dealership and they acknowledged the issue, but said there was nothing mechanically wrong. The only fix would be to replace the shocks. So I did. Vroom's warranty would not pay because there was nothing mechanically wrong. A few weeks later, the engine started stalling and skipping. I took it in, a spark plug was cracked. Vroom would not cover it because it is a maintenance issue. This caused me to question their inspection process of their vehicles as displayed on their website "peace of mind for the road ahead". I understand that I signed the paperwork after I read the fine print but I have shelled out over $3000 to fix a vehicle that I have had less than three months. And I still don’t have my license plates. Purchased vehicle on 3/11/20.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

I am immensely impressed by the degree of commitment Vroom has to delivering quality customer service. Upon further review of my experience, the company followed up further to inquire if there were additional steps they could take to improve their customer experience and assured me that the issues I faced were unique and were to be followed up upon immediately (the carrier company contacted, further review of customer service received, etc.) While this does not diminish the experience I had, I think a lot can be said for their degree of follow up and commitment to seeing customers overall be satisfied with their purchase and experience. With this being said, I DO recommend looking into using Vroom and be assured that if (and hopefully you won't) need customer service to rectify an issue it will be handled promptly and professionally.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

They provided me with 60-day temp plates. Which expires today. And they have not even submitted the paperwork to the state yet.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

Too risky of a buying process. It was "fun" browsing the vehicles online, but I chose one that was already sold - but not tagged as such. My second choice was made and the process zoomed forward - Application, Loan Offers and Approval, then set up for delivery. They contract for delivery drivers, so your vehicle can take 7-14 days. Mine took 10. Nice truck, until I looked at it more closely. Found a lot of stuff wrong, mainly minor, but stuff clearly not showing up in their pictures. The truck was absolutely filthy! The gas tank had only 1/8 of a tank - nice...$45 later, my tank was full. Then came the painted interior door panel (trying to hide scuff marks or stains?), USB did not work, food crumbs under back seat, stains on upholstery, a progressively flattening tire (lost 15 pounds while sitting in my driveway), and on and on. Test drive revealed a pulling to the left, both front tires wearing on edges, and some other under-the-hood items. I only drove it for 25 miles before I parked it for good.

I sent a detailed email to Vroom outlining the issues and had already made up my mind to return. They offered me some fixes, but I declined. After several attempts to move forward, the Returns Specialist did a pretty good job with that process. One issue I have to mention: the truck was scheduled for pick up at 7:30 am. Received a call that morning at 5:00 am waking me up of course. The driver said he has been outside my house for an hour honking. I responded by saying - it's 5:00 am, you're 2 and 1/2 hours early and I don't see anyone outside my house. He rudely contradicted me and I asked him where he was. He said Albany, NY. I live in southern Arizona. Nice job Vroom. Two days later, the truck was picked up without issue.

Overall, this process is not for me. I hate going to dealerships, but at least you can get in and drive it and discuss issues face-to-face, not with a customer service phone rep who doesn't know cars or people who don't return calls or emails. I will not do this again, nor try any other similar dealerships. 2.5 stars - probably should be lower.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend