We found a car that interested us, agreed to pay the listed price (absolutely no negotiation of car price or fees whatsoever) and received a price and fee estimate. I found the fees to be somewhat excessive...their title and registration estimates included an additional $25 fee because Vroom requires 60 days to license a vehicle when any other dealership in the nation can do it in 30 days. Vroom, of course, doesn't call it a late fee, but the State of Missouri does. The fees totaled what was explained, however, a $115 fee was not itemized with all of the other charges, both in the initial estimate and the loan docs they wanted signed...just complete ineptitude.
The rep we initially were dealing with was very nice but seemed to be inexperienced, vacillating on information regarding the process and requirements. Billy informed us that we had to provide proof of insurance plus a valid driver's license, which we did submit, albeit, through numerous attempts at using a "one-time-use" secure link which failed multiple times. Vroom has NO means of emailing or faxing documents (but would allow texting them?)! When the documents were submitted successfully, we were told that the documents had to be submitted in color not black and white (it would have been helpful to know this up front)...yet ANOTHER delay in the process!
We accepted the dealer financing, submitted an application through their link provided, and were told we would hear from a rep regarding loan disposition within an hour and it took into the next day and numerous calls for updates. ANOTHER DELAY. Then, onto loan documentation...ANOTHER DELAY in getting documents timely. Once received, we immediately e-signed them. We received the original documents via FedEx the next morning and immediately processed these as well returning them to FedEx the same day along with a cashier's check for the down payment and fees.
Throughout this whole process, it just seemed like the left hand didn't know what the right hand was doing at Vroom across all levels of "service" and the ball kept getting kicked down the field to a new team...far too many people involved in the process from beginning to end. Their website states that you can either pick up the car or have it delivered. They stated that the car would be delivered in 7 days but it might take as long as 14 (or more!) days which concerned us. They would, in no way, allow us to pick up the car, contrary to website information, and always had stock replies as to why. We didn't want to wait over two weeks to receive a car from Vroom when we could have walked into ANY dealership, purchased a car, obtained their financing and driven away within hours.
We have already heard from the bank through which we obtained financing from Vroom; the bank has booked the loan and they're charging us interest for a car that hasn't even left Vroom's lot yet! This is outright THEFT and seems illegal not to mention unethical! How can Vroom justify paying themselves when they haven't delivered to the customer and still have possession of the car? Assuming this is regular practice, it has the right ingredients for a major class action suit.
Who knows just when the car will arrive, but it's looking to be 2-3 weeks from the time this whole process started. They MIGHT be able to deliver a car within 7-10 days if you pay CASH. AVOID THIS COMPANY and their poor process at all cost...it's just not worth it.
Bottom Line: No, I would not recommend this to a friend
8 people found it helpfulLink to this Review
Hi Mike - thanks for the detailed feedback. We are sorry to hear you've been frustrated by our process and we use feedback like yours to help us improve. If you are still in need of assistance regarding the delivery of your vehicle, please email firstname.lastname@example.org with the name and phone # used for purchase and we can escalate this for you. Again, we apologize for the issues you've had and appreciate your patience. The Vroom team.