Logan N.
Portsmouth, RIMember since September 2019

Reviews (1)


    • Sep 19, 2019
    • Verified Reviewer

    Vroom

    Vroom is just another disappointing dealership.

    Overall Experience:

    The overall experience is unprofessional and frustrating and I feel mistreated and taken advantage of.

    The initial customer service was ok, they have the setup right but the execution is far below standards. After I chose my vehicle I still had to haggle final pricing and excessive added fees that reminded me exactly of any other dealership I have dealt with, so the experience was not as advertised. The trade-in value for my former vehicle was good but the purchase vehicle price was over market value until I waited long enough for it to fall to an acceptable level, just like any other dealership. The "scheduled" delivery dates changed 5 times over 14 days and when the final delivery date was set, I had to take off work because there was a 12-hour window for time of arrival. After calling 3 times throughout the day to attempt to determine the delivery time and being promised by the "delivery specialist" that it would arrive that day it was rescheduled for the following day. This required me to take another day off of work to receive the vehicle. The delivery team failed to ensure the delivery of the vehicle and failed to properly update me with the needed information to save me the trouble and time. Regardless of the driver and dispatch company's failures I was never updated and had to prompt the Vroom team constantly.

    Then when I finally received the vehicle it was so incredibly dirty that I couldn't properly check it for damages. I had to wash the windows just so I could drive it to the car wash and wash it three more times before I could see the paint and accessories. I was told the vehicle would be detailed when it took you 5 days to do the inspection prior to delivery. And that it would be shipped in a closed container to avoid further dirt and damage while In transport just like on the TV commercial. That was a blatant lie.

    Then on top of it all, I was told they would have my trade-in truck picked up at the same time as the drop-off. However, they left it at my house for 5 days. When I called to ask about this your customer support told us "it happens" and I should await another "scheduled" pickup. Only to be surprised to receive a call from a truck driver that they were awaiting my arrival on a vehicle pickup that I was never informed about. This is unacceptable and I have no recourse for this bad business. I have requested resolutions and shipping cost refunds, or anything else other than worthless apologies to no avail and I am at a loss for what to do next.

    Vroom is happy to take my money but once the paperwork was signed I have been left in the dark and at their whim to the entire process. They took the maximum allotted time with minimal effort. Other than the pointless verbal assurances, the written promises were loosely upheld and followed. The inventory and accessibility is the only benefit to the company model. They offer sub-par shopping experience and need to focus more on customer service and inclusiveness. As an online company, they lack the physical "handshake", comfort and reassurance offered by standard brick and mortar dealerships, so some type of trust is imperative. I had so much hope and expectation of this being a happy experience but I am left with a bitter taste in my mouth. I guess I just expected too much in this day and age and Vroom is just another disappointing example.

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

    11 people found it helpful

    Link to this Review
    • Oct 9, 2019

      Company Response from Vroom, Inc.

      Hello Logan, thank you for sharing your review. We take pride in maintaining excellent customer relations and providing a quality sales experience, so we regret that we did not meet your expectations. We know that the future success of our online car shopping experience is dependent on cultivating long-term relationships built on trust, so we hope to hear from you at (469) 660-1600 and we will do our best to help. -Vroom Team.


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