Reviews (1)

Took delivery of vehicle purchased from Vroom approximately two weeks ago. Vehicle arrived with cosmetic damage NOT noted or photographed in the listing. The DAY AFTER taking delivery I opened the sunroof for the first time and it immediately came off of the track and a retaining bracket broke causing the back of the sunroof panel to detach from the vehicle while driving and flop around in the wind. I purchased an additional $2500 warranty from Vroom at the time I purchased the car. The vehicle extended warranty provider (Safeguard) AND Vroom BOTH DENY responsibility and accountability. Even though they say their vehicles come with a "90-day warranty". Vehicle is covered by both an extended 2-year 24,000-mile warranty AND their own 90-day warranty. Vroom says I will have to cover the cost of the repair ($3400) myself or return the vehicle (presumably losing the $600 shipping cost as noted in the contact as well as a nearly $200 diagnostic charge incurred by having the vehicle inspected by a Mercedes dealership). I also sent Vroom a body shop estimate for the cosmetic damage -no one from the Vroom team bothered to photograph or note in the "imperfections" section of the listing. The listing even went on to specifically say "Our team found no notable cosmetic imperfections upon inspection of this vehicle." -Vroom.com. Repairs needed by a reputable body shop total $1900. Vroom has offered me $600 for the repairs needed without even inspecting the damage or contacting the body shop that provided the estimate.

Update: To date, NO attempt has been made by Vroom to contact myself or Safeguard to repair the vehicle's $3400 faulty sunroof. Each and every time I must call Vroom as no one from any level of management has EVER called or spoken with me directly about any of the concerns I have.

For Vroom - Guys, if you get this, it's pretty easy. Contact me directly and offer a reasonable resolution between Vroom, Safeguard, and myself. You can both make your margin and complete this transaction and everybody can be happy. I shouldn't have to say this but apparently whatever level of management makes decisions on your end is incapable of weighing out all of the factors to come up with a satisfactory resolution for all parties. Also - if you're hiring, let me know, you guys could use a skilled decision-maker able to weigh out those factors and communicate with your customers effectively.