My husband and I started working with Vroom mid-December and purchased a Lexus GS 350. I was a little skeptical because we have never purchased a car online before, but we decided to try it out to save money and bypass the haggle at the dealership. As most of the reviews indicate, the initial phone call and follow up before the exchange of money was very simple, but as most have indicated, after the purchase everything went downhill. We spoke with the same person before purchasing the car, but after we purchased the car, we talked to multiple reps. None of them communicate with each other and supervisors are non-existent.
Vroom states within their agreement to deliver your car within 14 days. We had hoped to get our car before Christmas but got an e-mail stating that they were "prepping our car." A few days after Christmas we got another email stating that they were still "prepping our car." When we called after the holidays to find out what they were "prepping," no one could tell us.
On December 31st, two days before the end of the 14-day period, we called again to find out when our car would be delivered and no one had a clue. The customer service rep stated that she would ask the inspection department. By the end of the day, she had not gotten a response. At this point, we were told that the office was closed on January 1st but it was possible that our car would be shipped on January 2nd.
On January 2nd we called back and was told that our car was being "buffed." There was still no indication as to when our car was to be shipped. I am no dummy and know that "buffing" does not take a day. We were beyond frustrated at this point by the lack of urgency and no answers. We told the rep we spoke with that we were at our 14th day. We asked if they would pay for our rental and they only offered us $100 and still no indication as to when our car would be sent.
I should mention at this point that this was a CASH purchase, so Vroom was not financing the deal. They had all of the money for the car. We asked for our money back and they did not try to pursue the sale AT ALL! They started prepping an email to facilitate the return of our money offering us nothing in return. We could never escalate to a supervisor. They could care less about the sale. How could any company that wants to be profitable send back CASH when you have a sale with CASH in hand? I could not believe it. They sent the money back within 24 hours and the car has been reposted to this website. It could have been SOLD!
I should mention that if you deal with this company, you may want to be prepared to wait 3-5 weeks to get your car as ours was not delivered as they promised. You should also know that if you ask for your money back, your bank may put a hold on your funds so you will be held up another 2-3 weeks if you want to purchase another vehicle. We went elsewhere and are happy with our purchase. I will encourage all of my friends and family to do the same. This company has a long way to go with their customer service so don’t say you were not warned. This was by far, the worst car buying experience I have ever had!
Bottom Line: No, I would not recommend this to a friend
11 people found it helpful
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Company Response from Vroom, Inc.
Hi R.G. - thanks for the detailed feedback. We did experience delays in our factory over the holidays and apologize we were not able to get your vehicle to you in a timely manner. We are working to improve many aspects of our service and appreciate the ongoing feedback from customers like you. We're glad you found a vehicle that works for you. If there's anything else we can do for you at this point, please let us know. The Vroom team.