Reviews (1)

This experience has been a nightmare.

11/25/20 was the date that I put my deposit down for the vehicle. I didn’t actually receive it until 12/24/20. And to get that far required tens of emails back and forth with different agents. They do not assign you one person to assist with your purchase. In total, I have been assigned 8 individuals, most of which have been totally useless and completely unorganized. I’ve spent MANY hours on the phone. On hold for a lot of that time. Of the 30+ people I’ve spoken with, two have had what I’d consider great customer service skills. The rest are human robots that I imagine were hired from DMV. Today is 3/18/21, and I’m literally on the phone as I’m typing trying to get my license plates. They’re 1 month overdue and I’m driving with expired tags. Fortunately, I have emails that show Vroom’s ineptitude so if I get a fix-it ticket hopefully I would not be responsible. So we’re coming up on four months and I’m still in contact with this company.

My biggest complaint is that one person will start one phase of the process (purchase, contracts, finance, registration, title, etc.) but it will get handed off to someone else and inevitably they don’t share information. I get calls and emails asking for the same document or whatever they need. And when you call to speak to your assigned individual instead of emailing (because obviously that communication method is not working) they aren’t available because they only handle online support. On numerous occasions, I sent documentation or requested information but the person handling my case never input the data. So I call for an update weeks later and they come up with something like “well that document is in your profile but hasn’t been submitted to the appropriate department yet.” You ready have to coddle and hand-hold these people every step of the way.

I’m fortunate enough to have SOME free time to waste going back and forth with these people. I think most people would rather not. I know dealerships or used car lots are no fun to deal with, but I absolutely do not recommend doing business with this company. There was a small savings over going to a local (or even within a 100-mile radius) sales facility, but I would have gladly paid more to have simplified this process. My last vehicle purchase was at a dealership and it took all of one week from start to finish to conclude my purchase. And the customer service department with Vroom is incredibly frustrating. As I said, of the very many people I spoke with, TWO actually went the distance and tried. Most of my interactions left me with boiled blood and clenched fists. I hope they go out of business soon and make way for people that know what they’re doing.

P.S. Hannah Newman is one of the great customer service people. Thank you! Unfortunately, I don’t have the other woman’s name. Shout out to your Deonte for forgetting to submit my insurance declaration page for 3+ weeks until I contacted your boss! Shout out to Marina for no longer working with the company, probably for reasons like forgetting to submit my smog, weight certificate, and VIN inspection sheet for over 1 month! Shout out to Marie for being nice at first, then rushing me to finalize my purchase, then dragging your feet on delivering my truck!