Reviews (1)

Vroom, April 8, 2021 - "This review will not post to our site until 4/22/2021 to allow this dealership time to resolve your issues."

I purchased a vehicle from Vroom on November 18th, and received it on December 4th. The car came with temp Texas license plates. The temp plates were set to expire on 1/29. No one called me about the temp plates expiring or what to do. On the night before they expired, I called the Customer Service Registration dept and they were able to issue a temp tag for another month, BUT first I had to increase my insurance policy to match the Texas state minimums. Vroom said they would reimburse me for this, but have yet to do so.

They are really very bad at being proactive towards customer service, definitely more reactive. Their excuse is the amount of volume of sales they are handling is creating too high of a workload for some reps that they literally just never respond, like Jose R., who was supposedly in charge of my reimbursement for my tires but never once called me about the matter.

My plates arrived in the mail on March 4th. I had to get my inspection done for the vehicle, so I brought it to a local Jaguar Dealership as soon they could make an appointment for me because I was also getting an alert about my blind-spot monitors failing and an alert about service due in the next 1000 miles (all within the first 90 days of owning the car, really not good).

The dealer couldn't find any service history on the vehicle using the VIN.

The service for the 32000 miles on the F-TYPE is $750 plus $150 in parts, so $900. Vroom says this is on me, and won't cover a penny, not even split it with me or nothing, no negotiation on it.

The dealer performed a full inspection on the vehicle and everything turned out ok, with one exception. They sold me the car with the wrong rear tires. The tires in the back of an F-TUPE are supposed to be staggered, and my tires were the same size on the front and back. The dealer charged me $610 for the tires and $250 for an alignment because the car was also unaligned.

The repair quote for the blind-spot monitors was 2800 plus tax. SafeGuard Premium Warranty was purchased for the car, so I contacted them, and they did pay $2100 of the total $3100 bill, so about 2/3.

I had to pay the remaining balance, $900 to cover the balance of labor time and parts they didn't want to pay.

So received the car on December 4th, and by April 4th I have paid in total:

1. $3100 for blind-spot monitor repairs (SafeGuard Warranty paid $2100).

2. $79 for an increase to my insurance to match Texas policy minimums for 2 months (not reimbursed yet).

3. $900 for 32,000 vehicle service for the car (refuse to reimburse or even meet halfway).

4. $860 for the correct tires (they are reimbursing $860).

Honestly, I shouldn't have to be getting service alerts 2 months after buying the car AND be responsible for that cost. Vroom should be covering things like this or at the very least meeting the customer somewhere in the middle. These things should be caught by your teams that are inspecting the cars and making sure they are handled before the cars are listed available for sale so that your new unsuspecting customer doesn't buy a car and 2 months later have to fork out a payment for vehicle service.

Vroom also NEEDS to take a pro-active step to try and reach out to customers with temp tags. If you find that the customers have an upcoming expiring tag, the reps should prepare the customers so that the temp tags can be sent in time, not in such a manner which Vroom seems unprepared for this. Especially being that it's not a unique issue, this is an ongoing problem spoken about on Vroom's Facebook comments.

Vroom's staffing is very courteous but lack serious training. I hope they do something to improve on this because otherwise this company is bound to fail because the customer experience is NOT better then just going directly to a local dealer.