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Vroom Review: How It Works, Pros and Cons, Vroom vs. Carvana

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Vroom

Overall Rating

2.3

494 Customer Reviews

Summary

Vroom is a car-buying website that helps you to buy a used or like-new car entirely online and avoid dealing with a pushy salesman. Our review will help you understand if this service is worth using.

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Our Full Review

By Zina Kumok

Updated on: Mar 26, 2020

No one loves the car dealership experience. It’s tedious, stressful and leaves you feeling taken advantage of. When you really think about it, why should anyone have to haggle with a stranger just to buy a vehicle?

Like many online retailers looking to simplify traditionally complicated buying experiences, Vroom offers an alternative. You can search, inspect and buy a car in the comfort of your own home.

Instead of negotiating for the best deal and feeling pressured to make a decision on the spot, you can compare their fixed prices at your own leisure.

But is Vroom truly a step forward in the evolution of car buying, or a gimmicky way to avoid the transparency that comes with seeing a car in person? What do Vroom customers have to say about the experience?

How Vroom Works

Vroom is an online car-buying site where you can buy used and like-new cars. Instead of visiting a dealership, talking to a pushy salesman and haggling over cost and features, you can handle the transaction almost entirely online.

The process is simple. You visit the Vroom website, choose a car, pay a $500 deposit and then pay in full or wait for financing. After everything is completed, the car will be delivered to you. Sometimes you can arrange to pick it up yourself if you live nearby. There’s a $599 delivery fee that’s non-refundable.

While you won’t have to visit a dealership, there may be some phone calls required. You also may have to sign and mail documents to the company.

Vroom’s online reviews leave something to be desired. They have a 2.1-star rating here on HighYa, based on 200 reviews. The Better Business Bureau gave them an A+ rating, but the average customer review is also two stars with 63 reviews.

Warranty

Each car comes with a seven-day return policy, up to 250 miles. If you don’t like the car, you can return it during that time. You’ll owe a $599 restocking fee unless you can prove the car didn’t match the description or had some serious problems.

Some Vroom cars have a free 90-day, 6,000-mile limited warranty. If your car needs a repair within that time, you can take it to a dealership or ASE certified mechanic. The 90-day warranty has a $50 deductible per instance.

Every vehicle comes with one year of free roadside assistance if you get a flat tire, the battery dies or you lock yourself out of the vehicle. The Vroom website says they may offer other extended warranty packages and gap insurance, depending on the car

Selling Your Car

Vroom accepts trade-ins and can add the value of your current car to your new purchase. You can also sell a car to Vroom even if you’re not buying a vehicle from them.

You’ll go to the Vroom website and type in the car’s information, like its Vehicle Identification Number (VIN) and mileage. You will then receive an offer within 30 minutes if done during Vroom’s business hours.

The offer is valid for 10 business days, up to 250 miles. If you agree to the price, the car will be picked by Vroom at a mutually-agreed-upon time. Payment is issued at pickup via cashier’s check.

If you buy a car from Vroom, trade-in your own and then return the new car, you can’t get your original car back. But you’ll still be paid for the value of your trade-in.

Car Selection

Vroom’s selection includes a variety of cars including gas-powered, hybrid and luxury vehicles. You can buy a Maserati or a standard Ford F-150 truck. All the cars have low miles, with the upper limit around 50,000 miles.

The selection isn’t as robust as Carvana’s, a similar online car-buying service. In a search for Toyota Camry models, Vroom had 42 options available while Carvana had 387. Vroom had 12 Teslas while Carvana had 79.

Carvana also tends to offer cars with higher mileage counts, capping at around 100,000, meaning they also offer lower price points.

Financing

Like Carvana and most car dealerships, you can finance a purchase through Vroom or use your own lender. Vroom works with major banks like Chase, Ally, and Capital One.

To see possible rates, you have to select a particular car and scroll down to the payment calculator. Type in the trade-in amount, down payment, estimated credit score and term length. Vroom will then estimate your payment and APR.

It’s still better to get pre-approved through a third-party lender – that way you can see what rates they offer before applying with Vroom.

Vroom vs. Dealership

If you’re buying a car and need to finance it, going to a dealership used to be your only option. Now sites like Vroom make it possible to buy a car without leaving your house.

The Vroom process claims to take around 11–15 days, which will vary if any issues arise with financing. One anonymous reviewer said his car was delivered a day earlier than promised.

One of the downsides to online car-buying services like Vroom and Carvana is that you can’t test drive the vehicle before you buy it. You’re also not able to have it inspected by an objective third-party mechanic.

Some customers report problems after buying the car and having a mechanic look at it. These include both minor cosmetic and major mechanical problems.

If you buy a car from a traditional dealership, they’ll usually let you take it to a mechanic for their own inspection. If the mechanic finds something, you can use that information to walk away from the car or negotiate for a better price.

This is where buying a car with Vroom can be difficult. If the car has no issues, you’re golden.

If the car starts having problems shortly after delivery, you have to negotiate with Vroom for a post-purchase discount or reimbursement. Unfortunately, you may have to call several times and provide solid proof for Vroom to refund you any money.

If you chose Vroom because you hate talking on the phone and dealing with salesmen, then initiating a dispute with them over a faulty car will probably be a nightmare.

Pros

Vroom is ideal for someone who wants to buy a car without taking the time to visit a dealership, go for a test drive and haggle with a salesman.

Pricing is fixed with Vroom, so the number you see on the site is the number you’ll pay, excluding taxes and registration fees. However, their website says they sometimes match competing offers, so you may get lucky if you can find the same car for a lower price.

Vroom will deliver your car within 10–14 days after all paperwork has been completed and finalized. This is longer than it would take from a dealership, so buyers should be prepared to wait.

The Vroom free roadside assistance program includes towing, battery service, lock-out assistance, and gas if you run out. This lasts for a year and covers anyone driving the car.

Cons

Some reviewers claim that Vroom delayed sending their car registration information. If you drive a car without proper registration, you risk getting a ticket and late fees. This can be stressful and costly – especially if Vroom declines to cover the late fees.

One Reddit user who bought a 2018 truck through Vroom returned it because of a dent that wasn’t in the description or photos, as well as rust on the bottom of the truck. While many people are happy with their purchase through Vroom, undisclosed cosmetic issues are fairly common.

Even though Vroom offers a seven-day return policy, they can decline to refund the delivery fee. If you can’t prove that the description or photos don’t match the car, you may have to eat that $599 delivery charge.

The Bottom Line

Though Vroom has competitive prices on their vehicles, their poor customer reviews indicate some serious problems.

Unless you don’t have a dealership nearby or you truly hate talking to salespeople, you should consider looking elsewhere for your next car. If buying a car online appeals to you, Carvana has better customer reviews.

If you still want to use Vroom, look at the pictures and description carefully. Vroom offers a free Carfax report which will show if the car has ever been in an accident, used for commercial purposes or on the receiving end of flood damage.

Read through the report carefully for any red flags. A little extra due diligence may prevent some of the major headaches other Vroom customers have reported.

Customer Reviews

2.3 Stars out of 494 Reviews
5 Star:24% 4 Star:4% 3 Star:4% 2 Star:10% 1 Star:56%
32% Recommend This Service
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Posted on Jan 23, 2022

Hassle-free sell!

By Tyler W., Beebe, AR, Verified Reviewer

Selling my VW GTI on Vroom was quite possibly the easiest car transaction I’ve ever done…and I’ve done my fair share! I filled out the details, got an offer, and within two weeks I was paid. Probably faster if I hadn’t done this over Christmas and New Year! Seriously considering purchasing my next car from them. Buying/selling online is the new world people!

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Fast communication

Easy to understand process

Great offer

No “cons” were specified in this review

Posted on Jan 19, 2022

Bait and switch

By Valerie B., Round Rock, TX, Verified Reviewer

I have never experienced a bait and switch before I applied for a 2014 Cadillac CTS. I applied for financing through Vroom with a trade-in and the purchase summary gave me a 6.79% interest rate and a $383 monthly car payment. I spoke with my sales agent (who was very pleasant to work with) and he stated I would need some other documents uploaded, which I did, and a $249 deposit to hold the car, which I did based on the purchase summary I saw. The next day when I checked to see if all the documents were uploaded, the purchase summer changed to a finance company that gave a 17.74% interest rate and a $516 a month payment for a total of $37k for this car.

I talked to the sales agent and told him that is not what I saw when I put the deposit on this car, which I would have never given for the rate that I now see. The agent stated he didn't see a quote for the 6.79% but would try to get my deposit back. The deposit refund was denied and I feel Vroom took advantage of my sub-par credit score and ripped me off for $300.

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

The sales agent was nice

The car

I got ripped off for $300

The website and the agent did not have the same information

Not giving you a real quote before asking for a deposit

Company Response from Vroom, Inc.

Jan 21, 2022

Hello Valerie, we are disappointed to hear that you did not have a more positive experience with us. We would like the opportunity to address your concerns. Please reach out to us directly at feedback@vroom.com when you have a chance. Thank you, and we look forward to hearing from you.

- Vroom Team

Posted on Jan 18, 2022

Vroom equals scam

By Daniel B., Chicago, IL, Verified Reviewer

I purchased a vehicle on Vroom.com. They were quick to respond and extremely efficient. The deal was done in a day and my car would be delivered in 10. On top of that, the transport team would contact me in 3 days. Hahaha. After that, I never heard anything from anybody and can't get anyone to respond with anything but we are sourcing transportation. Now it's been over 3 weeks. I'm out $40,000 and supposedly have a loan for an additional $50,000, yet I have no idea when or if I will ever receive this vehicle. Or if it even exists.

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

No “pros” were specified in this review

Service

They steal your money

They lie over and over

Company Response from Vroom, Inc.

Jan 20, 2022

Daniel, thanks for reaching out to us here at Vroom. We would like the opportunity to address your concerns. Please reach out to us directly at feedback@vroom.com location-email when you have a chance. Thank you, and we look forward to hearing from you. - Vroom Team

Posted on Jan 13, 2022

Good price and process but a bad car

By Anshul M., Seattle, WA, Verified Reviewer

The car price and the process of buying were smooth. However, my 2018 VW Atlas has a dead battery and non-working cruise control/front assist within 3 weeks of delivery. I am shocked the car passed the inspection, which is supposed to be thorough.

Guess what? Both these are not covered by the 90-day limited warranty and I am without transportation for this week.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

Price

Online process

Quality of inspection

Payments system doesn't account for initial deposit

Posted on Jan 13, 2022

Fantastic!

By Ted W., Miami, FL, Verified Reviewer

The Vroom.com experience was just as advertised! Excellent price, trade-in, and delivered a car as described.

Truly excellence all around!

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Price

Trade-in

Delivery

No “cons” were specified in this review

Company Response from Vroom, Inc.

Jan 19, 2022

Hello Ted, thank you so much for your positive feedback. We're glad to hear we provided you with a positive experience. Feel free to reach out to us if you need any more help. We're always available to talk. -Vroom Team

Posted on Dec 28, 2021

Smooth transaction!

By Muhammad S., Rockville, MD, Verified Reviewer

It was my first time buying a car online. God bless Vroom, I successfully purchased my car and am glad to have it. There were some minor issues with the car, which were resolved immediately. I am really very happy.

On top of everything, I was not charged for any hidden fees or other fees that are charged by dealers.

God bless you guys.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

100% easy online process

Very quick resolution for the disputes/cases

Fair prices

Sometimes wait time over phone might be long

Posted on Dec 27, 2021

Terrible!

By Santanna T., Alabama, Verified Reviewer

If I could give no stars, I would. TERRIBLE customer service. We ended up canceling our order because they wouldn’t ever send the title application to the bank, and every time we called, we waited on hold for over an hour and still got nothing accomplished. We have talked to so many people, I couldn’t tell you their names, and nobody knows anything. They have the title to the car we were trading in and nobody in the entire Vroom company can do anything to get it mailed back to us. It has been a week now and still no title.

Don't do business with them! Customer service is absolutely terrible, worst of the worst.

Length of Use: 3–6 months

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

No “pros” were specified in this review

Terrible customer service

Nobody know what they are doing

Everything is 48-72 hours – it’s not, it’s days and days

Posted on Dec 27, 2021

Will buy with Vroom again

By David V., Flower Mound, TX, Verified Reviewer

Great selection, price, service, and delicious. I will definitely use them again. Way better than dealing with the typical used car salesman.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Selection

No-hassle price

Delivery

No “cons” were specified in this review

Posted on Dec 23, 2021

Vehicle purchase

By Juan R., Homestead, FL, Verified Reviewer

No issues with picking out a vehicle, they have great selections. The only negative thing I have to say is that it's so hard to get help from customer service. You have to wait at the least 20 to 30 minutes on hold on the phone and hope that you get lucky enough for someone to pick up. Even when you opt-in for a call back no one ever calls you back.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Picking out a vehicle

Delivery of vehicle

Customer service

No response or call back

Hard to get in contact with customer support

Posted on Dec 16, 2021

Super easy process and fast shipping

By Sarah N., Sterling, VA, Verified Reviewer

Buying experience was really easy, and there was always someone I could reach if I had a question. The hardest parts of the experience were going to FedEx to overnight signed documents and waiting for my vehicle to arrive. I was a little worried when I found some old reviews about Vroom saying that shipping took quite a while, but that wasn't my experience at all. Super easy process, communicative salespeople, fast shipping, and happy customer!

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Could complete at my own pace

Easy to get ahold of someone when I had questions

Friendly and knowledgeable staff

No “cons” were specified in this review

Posted on Dec 15, 2021

No response, no contract

By B B., Centerville, TN, Verified Reviewer

A negotiated deal was made and now 8 days later no contract and no response from Vroom. The customer service is terrible and very doubtful the deal will transpire.

I would give it at best zero on stars if available.

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

Negotiating a deal from my house

No customer service

Unable to talk to a person

Company Response from Vroom, Inc.

Dec 20, 2021

Hi, we regret to hear that you had a negative experience with us. If you would like to share anything additional, please don't hesitate to reach out to us at: feedback@vroom.com.

- Vroom Team

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