Jerry S.
Austin, TXMember since December 2020

Reviews (1)


    • Dec 14, 2020
    • Verified Reviewer

    Vroom

    Delivered vehicle with serious mechanical issues

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

    The vehicle showed up with undisclosed damage. The driver's side window made a significant crunching noise, ceased to function within the first 72 hours. The driver's door also hesitated to open. The rear right falcon door had some hinges misaligned. I sent videos, photos of the damages. There was other undisclosed cosmetic damage to the rims and trim. I am still going back and forth trying to get this resolved. Vroom has an extended warranty that would cover all these damages, but they are reluctant to transfer. Offered me $1250, but this will likely not cover the damages. It’s really hard to get in contact with the service agent and a lot (not all) of the staff are pretty rude. The sales process was generally easy. The photos of the imperfections were hard to see, so the sales rep ensured I got new ones. I insisted that I wanted to be sure the vehicle was congruent with the description. Juan was very helpful. The delivery was the best part, I read this was challenging, but it was super easy. All in all, I think they could do better at customer service and their vehicle inspections. I would look elsewhere if I was doing it over again.

    Vroom promised to contact me and never did. I have since emailed and contacted the staff multiple times through the last 22 days. I have finally been added to the escalation list. I am hoping that someone will finally help me resolve this issue. I feel like I am being taken advantage of. It is really terrible.

    Pros and Cons:

    • Delivery was timely and exceed expectations
    • Purchase was easy
    • Poor customer service
    • Delivered damaged vehicle
    • No resolution to problem
    • Lack of empathy

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

    • Dec 21, 2020

      Company Response from Vroom, Inc.

      Jerry, it is disappointing for us to hear that your experience was anything less than great. We welcome all feedback. 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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