Reviews (1)

Very inconsistent/confusing communication across the board. We asked several crucial questions about the car that we never got answered.

When the car finally arrived, it was a full day late than what we were told without much notice. Delivered late at night in the dark Saturday night, so we couldn't check out the car. The transporter brought it to the wrong address then yelled at us on the phone to come find him, he was very rude. He took the car off the transporter and quickly left without waiting for us to inspect the vehicle. We got in the car and immediately noticed the passenger front tire was flat (it's a run-flat tire, no spare so we needed a tow).

At this point, we went to engage the alleged 24/7 roadside assistance and could not find the phone number ANYWHERE. Can't even google it. Vroom clearly doesn't want you to use it but they love to tout it in their communications. At this point, Vroom is also closed until Monday morning so we had to wait until then. All of this cutting into our 7-day trial on an undrivable car. Once we finally got the number to Vroom's roadside assistance (every call to them we're on hold for at least 20 minutes mind you) we call them and are disconnected several times. We finally get through and we're told the tow will be there in a couple of hours. The first guy canceled on us for no reason after waiting hours (but didn't let us know so we had to call again). The second guy said he wouldn't do it because the dealership location we wanted to tow to was now closed. We finally get a tow the next morning (we're now 3 days into our 7-day trial). We're keeping Vroom abreast to all of this and they never call or email us back.

Once at the dealership, they cannot remove the tire because there is a tire lock and the key was not left in the car. Another day goes by while the incompetent serviceman at the dealership can't figure it out (not Vroom's fault, just insult to injury). Throughout all of this, we really needed Vroom to communicate with us to understand if they were going to pay for this, making sure we weren't voiding any contracts. They finally called us back and said they needed 24-48 hours to get approval on the estimate. This took until late Friday to clear up. We FINALLY get to drive our new car. Very anti-climactic experience all in all. We love the car, but will NEVER work with Vroom again and will tell everyone we know to avoid them like the plague.