Reviews (1)

We purchased a vehicle through Vroom and so far the whole experience has been terrible. They received our down payment and the signed paperwork and it's like they disappeared. They were calling us prior to receiving our down payment. On July 16, 2019 we got an email that our purchase was complete and that they would provide an estimated delivery date once our vehicle shipped, which should be within 3 days from "today" they said. We called them to inquire about the vehicle, but every time the person on the other end would say they had no information on the vehicle other than what the make and year the car was that we purchased. They didn't know where the vehicle was nor when it was going to ship.

On July 20th, we received another email that said they were prepping our ride and it was taking a little longer than expected. We did not receive the vehicle until days of calling getting nowhere and no information until finally we asked the right question "do you have the Hub number?" Apparently, this was the place the vehicle was and the people with the delivery information. Keep in mind, no one offered this information to us the number of times we called in to inquire about the vehicle. My husband and I both wondered for a moment if we got scammed because no one ever had any information.

On the 25th someone from Vroom gave me the Hub number only after being asked for it. My husband called and the lady said she had our vehicle and would deliver it in the a.m. the next day on the 26th of July. The vehicle was finally delivered on the 26th of July. However, it arrived with one key. Also, that one key had the portion of that key missing that locked and unlocked the child lock on the doors. I have young children who don't understand how dangerous it is to unlock the door and open it during operation. This portion of they key is vital for a parent and should have been intact prior to them delivering the vehicle. Vroom's site says "Every Vroom vehicle must also pass multiple inspections for safety, mechanical, and cosmetic issues before it is sold. If a vehicle does not meet our strict retail standards, we do not list the vehicle for sale on our website." If that were true, that portion of they key would not have been missing, because that is a HUGE safety issue for any driver with young children.

Additionally, the hands-free option the vehicle has was not working. My husband and I followed the manufacturer's instructions to attempt an update on the software, but to no avail, the hands free option was still inoperable. This is also another safety issue. We called Vroom after a couple days of attempting to remedy that situation and they said we could take the vehicle to the vehicle's make of our choice. Vroom said they would take care of the repair to fix the hands-free issue and key. We dropped the vehicle off on Monday the 29th of July. We had the vehicle for 3 days prior to being able to drop it off at a shop. Unfortunately, the service department associate needed to fix the hands-free issue would not be in until Wednesday. Vroom told us they would give us a car rental with Enterprise. However, we had to call them to get them to extend the car rental for longer than a day. They originally authorized only one day for the rental. Once they knew the associate wouldn't be in until Wednesday, they extended the rental until Friday. The service department where we dropped off the vehicle told us on Thursday (the 1st of August) that the part they needed would not come in for 3 or 4 days, but then they talked to us again and said that the part would not be in until next Thursday or Friday (8th or 9th of August) and the associate that could complete the repair, wouldn't be in until Monday the 12th of August. My husband called Vroom this morning (Friday the 2nd of August) to find out what they wanted us to do concerning the car rental (considering it was due back today) and to ensure we would still be allotted our 7 days to get to know the vehicle we purchased, after we get it back from the dealership.

We want to be able to make a fully informed decision on whether to keep or return the vehicle. We were told they would get back with us. Vroom’s website states "You have 7 days (or 250 miles, whichever comes first) to get to know your new Vroom vehicle. Drive it to work, stuff the trunk with groceries, and park it in your garage. If you decide it’s not right, we’ll help you exchange it for something else or provide a refund." Well, we don’t get an email until 6:43 pm today (the 2nd of August) from Vroom. The email says that they will reimburse us for the deductible of the repair, but can’t extend the rental or the 7 days, and that we would need to pick the vehicle up and bring it back to the dealership when the parts arrived. Well, we can’t go pick the car up from the dealership because they are closed, and we also think it’s extremely unreasonable to force people to make an ill-informed decision on a vehicle purchase when we were promised 7 days to get to know the vehicle. We don’t know if this part that comes in is going to for sure fix the hands-free issue. This is an option we fully expect this vehicle to have. This vehicle is currently missing some of its basic essentials and functions that our family needs. If this vehicle was truly inspected as their website states, we would not have received this vehicle in the first place. We are business owners and we would not ever want our clients to have to go through the hassle we have had to go through having used Vroom. I have currently had the car rental longer than I have had the vehicle I purchased from Vroom.