Reviews (1)

Worst experience I've ever had!

On 11/7/20 I accepted Vroom's price and started the process of uploading pics and info for them. At that point, I stopped driving "their" car so I didn't put any more miles on it. Several times over the next couple of months they tried to back out of the deal, stall me, and outright threatened that if I didn't do this or that within 24 hours I would lose the quoted price and I'd have to start over. I called them numerous times only to be told "I'm so sorry this is happening to you, let me transfer you to someone who can help." The average transfer at Vroom is 3-4 people who are clueless. Then the last one promises they will look into the problem and be in touch by the end of the business day. I have 7 names and extensions of people who told me that and when I tried to call back the next day to follow up, their extension doesn't exist and I get connected with someone else who is clueless and the "let me put you on hold for a minute while I look into this...I'm transferring you to blah blah" process begins again.

Vroom finally picked up my car on December 31st, 2020. Almost 2 months later. During which time I had to rent a car so I didn't put additional miles on "their" car in fear of them lowering the price. After picking my car up on December 31st I received 5 more calls to pick up my vehicle. One driver actually came to my house and beat on my door early in the morning, waking me up asking to pick up the car. I called to complain once again and asked where the payoff was and why they were still dispatching drivers to pickup. Another round of clueless individuals.

Vroom finally paid my car loan off on January 18th, 2021. For 12 weeks I didn't drive my/their car, I stored it in my garage while I rented a car and left it parked outside. I complained about this to Vroom on numerous occasions that I was out over $1400 renting a vehicle while they delayed the process and of course the "I'm deeply sorry for any inconvenience this has caused you" speak from someone who had no clue.

I can't explain how frustrated, upset and downright angry I got. Vroom is horrible, their customer service is non-existent, and the business model is crap. Please don't take my experience as a reason not to use them, do some research on your own. I wish I did prior to using them. Unfortunately, there are numerous stories like mine. If they would have just communicated better and reimbursed me for my loss on a rental I would rate my experience a little differently. I'm not one who writes reviews...until now!

Shame on you Vroom, from your CEO Paul Hennessey to Chief experience office Jenny Watson...you guys suck! I figure my time is worth about $25 an hour and you guys owe me at least $1400 for the rental, so I'll be doing a lot of hours of bad reviews and sharing my experience with whoever listens.

1 star only because that's the lowest rating.

Horrible!