Jack W.
Tilghman, MDMember since December 2020

Reviews (1)


    • Dec 9, 2020
    • Verified Reviewer

    Vroom

    Beware!

    • Length of Use: Less than 3 months
    Overall Experience:

    This has been the worst auto buying experience I have ever had to endure, and I have bought about 50 cars over the years.

    The driver would not drive into my neighborhood, so I had to walk a little less than a mile to meet him. Since the car arrived at dusk and was dirty, it was difficult to give it a thorough examination where the haul away had parked. After giving it as much of an inspection as I could, I went to drive it away and immediately noticed that the check engine light was on. I drove home, washed the car under lights to give it a more thorough examination, and found damage to the front spoiler. I took pictures, sent the pictures to my Vroom rep, and emailed the check engine light issue. Vroom's rep said I should take the car to a repair shop and get an estimate, which I did and sent the $2,905 estimate to the Vroom rep. It was agreed that my 7 days to decide whether to keep the car would be delayed while Vroom decided what to do. As it turned out, Vroom waited 6 days to tell me that it would pay for the repairs and that it would send me a document verifying its agreement in between 24 and 48 business hours.

    With that assurance, I contracted to have the car repaired. The next day I received a document that indicated that for Vroom to pay for the repairs I would have to give it a general release of all claims I then had or might ever have against Vroom with respect to the car, a provision that would have eliminated my warranty and roadside assistance packages. The document also required me to never say anything bad about Vroom and to take down any adverse comments I might have made. When I told Vroom that I would not sign such a release or non-disparagement provision, Vroom insisted that it was necessary for me to release Vroom and agree to the non-disparagement provision in order for Vroom to pay for the repairs. I sent Vroom two alternate documents that said that if Vroom paid for the repairs I would forego my right to return the car, but Vroom has not indicated a willingness to accept either and has been silent since then. As a result, I sent the notice required by the purchase agreement by which I was able to opt-out of the arbitration provision in the contract and am preparing my lawsuit against Vroom. Amazing experience.

    Pros and Cons:

    • No “pros” were specified in this review
    • Failure to deliver car in advertised condition
    • Failure to agree to repair hidden defects
    • Attempting to bully me into releasing Vroom and not being able to discuss my adverse experiences without subjecting myself to potential liability, even if my complaints were entirely true
    • In essence, Vroom wants to muzzle its customers and to use its superior economic strength to make customers accept its misconduct in silence

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

    • Dec 16, 2020

      Company Response from Vroom, Inc.

      Jack, we regret you had this experience with us. Customer satisfaction is at the top of our priorities so we regret to hear we left you feeling this way. If you would like to share anything additional regarding your experience, please don't hesitate to reach out to us at: feedback@vroom.com.


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