Reviews (1)

The experience was awful from start to finish. I sold a car to them and also purchased a used 2017 Ford Explorer.

The process of selling my car seemed excellent at first. The submission and offer process was terrific. However, executing the offer turned out to be a nightmare.

As the sale of my vehicle was used towards the purchase of the new vehicle, Vroom was responsible for making the payment to my bank. They told me this would occur as soon as they picked up the car from me. After approximately 30 days with no communication regarding the pickup, I reached out to them to request an update as I had already made another payment on the loan. It seemed as if they had "forgot" to schedule the pickup and told me someone would reach out shortly.

I received a call a few days later from a towing company who then showed up at my house a couple days later. He put my car on his flatbed and just drove away. No paperwork for me to prove to whom I just gave my car to. Talk about a leap of faith! The payment on my existing loan didn't occur for about another week by when I had to make ANOTHER payment on that loan to avoid late fees. So here I am, almost 60 days out from the purchase of a car through Vroom, and I still am waiting for the bank to refund me the almost $1000 I was out while waiting for Vroom to pick up the vehicle.

Back to the purchasing of the vehicle. The delivery of the vehicle was scheduled about one week after the online purchase. I had to meet the driver at a local Walmart to receive the vehicle. It came off the truck very dirty, both inside and out, and was also almost completely out of gas. Not a good first impression.

Due to severe winter weather in my area, I was not able to get the car inspected within the 7-day give-back period. By the time I was able to do so, there were many physical defects present on the vehicle that were not disclosed to me as part of the sale. There was damage to tailgate which was obviously repaired as demonstrated by the T-SHIRT SECURED WITH DUCK TAPE around the rear windshield wiper mechanism. There was also significant damage around the doors due to an apparent break-in attempt and scrubbing during refurbishing.

I reported these issues to Vroom and was told since I was outside the give-back window they were no longer liable. They offered me $500 due to "inconvenience" when three different certified body shops quoted the repairs over $2000.

Another issue is registration. I received the vehicle with a temporary vehicle registration that was good for 60 days. Here I am, with that temporary tag set to expire in five days, and I have still not received any registration paperwork from Vroom. This has prevented me from properly registering my vehicle with my state DMV and also is preventing me from having the necessary state inspection and emission tests required to make the car road-legal. Despite many phone calls and emails requesting follow up, I am no closer to receiving these documents than the day I signed the paperwork.

I know the idea of using an online dealership like Vroom seems enticing as the local dealership experience can be downright frustrating for some people. However, please take my experience as evidence that, at least for this online dealer, it is still better to deal with a local business than it is to deal with a company thousands of miles away that won't stand behind their product and services.