Reviews (1)

Attention/Warning!

If I could give negative stars, multiply by 1,000 (squared) and add 5. Talk about a horrible experience and purchase, which is what I'm going to detail - start to finish.

First, the car I purchased was deceptively advertised - which I didn't discover until after the purchase - and there's no way to go back and look at the photos, as once you purchase, the photos and description vanish.

Second, I was given several different delivery dates and therefore set up a rental car (which I booked on 10/22/20 - contingent upon the estimated delivery date of 11/3/20, and no refund opportunity). On 10/25/20, I get a notice that my new estimated delivery date is now 10/27/20 - which is a week in advance, not a day or 2, a week. I wish I would have known earlier, as I was stuck with a non-refundable rental car that cost $122.46. Not the worst thing in the world, I'll live, and with Hertz having such great employees and free upgrades, it'll be okay, I'll live.

It's important to note that during my wait time, I had a bad feeling about the 2017 Nissan Versa I purchased and kept going back to Vroom.com to see if I could find something more to my liking. It's also important to note that I only drive stick-shift, so I don't have the largest selection pool to chose from.

Vroom advertises that: "If you're not happy with your purchase, Vroom gives you 7 days (or 260 miles) to decide if you like and want to keep your purchase." However, what's not said (during the advertisement played while on the phone sitting on hold) is that you have to pay the $599 delivery charge. When I inquired about this, as I didn't hear while on hold, nor see on their website, any disclaimer about said delivery charge - and according to their reps, it's hidden in fine-print in the contract.

Now it's the bottom of the 9th, 2 outs and I'm at the plate.

October 27th arrives and my car is delivered at 8 am by a totally cool delivery guy. So far, both the Hertz employees and the car delivery guy are totally cool.

I take the car out for a test-drive, it wasn't 100% what I expected, but what's the big-deal, Vroom offers and exchange option, right? RIGHT?

On 10/28/20, I call Vroom to let them know I wasn't happy, am going to exchange the car and already have the exchange picked out and am moving ahead with the exchange.

I specifically told the Vroom rep that, "Can you please put my name down, as we need to notify all the 2017 FIAT 500 is mine and I don't want anyone else to claim it. As of me talking to you, the car is still available and I want it known that the car is mine".

A contract is made up of OFFER, CONSIDERATION, and ACCEPTANCE. In this case, the OFFER is the exchange, the CONSIDERATION is letting me know how we go about claiming the exchange as mine, and the ACCEPTANCE is just that - acceptance.

Despite me verbalizing my concern to the Vroom rep, he tells me, "Alright Mr. Kaatz, everything is documented, I've written up the ticket and you will be getting a call within 24 hours to further along the exchange process".

On 10/29/20, at approx 7:00 PST, I call Vroom to inquire about where we stand with the exchange process, speak to the rep and tell them that, "when I went back to look at the exchange-car, I notice that it reads that the car is in the sales-process and when I called in the day before it was still available, so I hope I'm the person who's involved with the exchange car?"

NOPE! Why give great customer service when you can give bad customer service?

The Vroom rep deprived me of the ESSENCE of a CONTRACT, the CONSIDERATION, and failed to follow my direction to put my name down as the purchasing party. However, since the phone calls are monitored (and there's a time-stamp on the submitted paperwork for exchange), Vroom should notify the other party that Vroom made a mistake, failed to document my claim, and therefore the other party will have to choose something else.

But being the typical, greedy American corporation (the kind that would fly a B-52 bomber over a perceived enemy, one who doesn't want to give away its resources, and/or keep the resources for its own people), Vroom was more concerned about LOSING the sale from the other party than providing good/honest customer service to the EXISTING customer.

At this point, I was so disgusted that I just wanted to return the car, get my full refund, and never do business with Vroom again. However, I was told that Vroom would keep the $599 delivery charge - that's not mentioned during the advertisement played while on hold, that (according to the VRoom rep) is in small print in the contract.

Folks, I dont' care if you have to walk barefoot, over broken glass and to Argentina, don't use Vroom, under ANY CIRCUMSTANCES!

We have to look out for each other, not rely on greedy corporations (who only share money as their interest) to look out for our interest.

Our interest isn't their interest, and won't ever be!