Shane D.
San Diego, CAMember since December 2019

Reviews (1)

    • Dec 13, 2019
    • Verified Reviewer


    Delays cost me $650 - service is absent and refusing to pay.

    I purchased an Audi A5 2016 on November 8th, 2019. It is now December 6th, 2019 and I STILL do not have a drive-able vehicle. The delays in the purchase because the original salesman was "out of office" multiple times with no responses which somehow became my problem and took 2 weeks alone. When I finally had enough and went through someone else with Vroom the paperwork was done within a couple days as I expected originally. However, during this time I was forced to spend over $500 in a rental car. I then forked over another $500 for shipping which said it would be delivered on the 29th of November. I then got delayed 3 days and received the car on the 2nd of December. When the car was delivered the driver said "I could have had it here sooner as I worked every day and this has been sitting on my lot since the 26th with no information from Vroom"...Great.

    The car came, a couple of small chips in the paint which I could understand being used and didn't make it a big deal. Continued to inspect the car and felt some shaking in the left front wheel, drove it around and sounded extremely loud. From there I knew I needed to get an inspection and paid OUT OF MY POCKET to have this inspection done ($149). The mechanic said it was in decent shape overall, some rust underneath (which, being fair, is to be expected being a Florida car), however, he said something didn't sound right on the test drive and believe it be alignment and wheel bearing. Upon further inspection he found the left wheel bearing totally shot and advised me NOT to drive the car at all or it will do much further damage to the rotors, breaks, bearing and alignment which I agreed.

    Here I am 3 days later, still waiting for Vroom to tell me what to do on this, without a car again and had to pay another $120 for a rental for this week not knowing how else to get to work. The customer service team has no means of communication between each other, I completed a call with one agent and another called me just minutes later starting from scratch and having to reexplain the whole issue. I was promised a call back after providing the quote and never heard back, when I called the next day the person had no idea and says oh yea I see some document here but it won't open...WHY would no one call me to share that so I could resolve it which I did within minutes.

    I've now spoken to 4 different persons from service with NO resolution on compensation for the whole thing or how to get my car fixed. I find this extremely disappointing as I was excited and am a very reasonable person who works in the service industry and never complains until it hurts my pockets deeply. I'm now $648 in rentals in (to be fair I would have paid 1 week on my own so only ~$500 Vroom's fault), paid a mechanic $149 to inspect and Vroom is refusing to compensate for any rental. They did compensate for the bearing which is their attempt to get me to keep the car only and not any actual service recovery based on the issues faced. I'm still in the hole an extra ~$650 due to extended rentals and mechanic fees.

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

    • Dec 15, 2019

      Company Response from Vroom, Inc.

      Shane, we're extremely disappointed to hear about your negative experience with us. Our customers mean a great deal to us and we regret that we failed to provide you with the quality customer service you deserve. We would like the opportunity to address your concerns. Please reach out to us directly at (469) 660-1600 when you have a chance. Thank you, and we look forward to hearing from you.

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