About Vroom

If you’ve purchased a car recently—especially a used one—you know the current system is undeniably broken. On one hand, you can go to a dealer, where you’ll probably be met with high pressure selling tactics along with inflated prices. Sure, you can avoid this by going through a private seller, although this can bring about issues surrounding quality and condition.

To address this, several companies have recently come online, one of which is Vroom. Founded in 2014, Vroom helps customers buy quality pre-owned vehicles over the internet, with transparent pricing, no salespeople, and a 7-day in-home test drive. Vroom customers can also obtain a competitive cash offer in minutes for their existing vehicles.

Taken together, Vroom claims to be “changing vehicle ownership forever.” But, whether you’re looking to buy or sell a car, does this necessarily mean they’re the right option for you? Are there other considerations you should keep in mind before using Vroom.com? Let’s help you find some answers, starting with how the Vroom website works.

How to Use the Vroom Website

Buying a Car on Vroom.com

To find a vehicle on Vroom, you’ll need to start by entering a keyword, or by searching for a specific make and model, body type, price, year, and/or mileage. Then, you’ll be able to see a picture of any matching vehicles, along with the year, make, model, trim level, mileage, and price.

Clicking on this image will take you to the vehicle’s home page. There, you’ll be able to view additional pictures, features and options, specifications, and fees. You’ll also be able to estimate your monthly payment.

If you’re ready to proceed, you can click the Get Started button, which will begin the purchasing process (we’ll talk more about financing options below). Then, according to Vroom, they’ll be able to “verify your identity, confirm details, and provide you with paperwork” in a matter of minutes. Or, you can place a 24-hour hold on the vehicle.

After purchasing, Vroom will deliver the vehicle directly to your door and will handle several important details, including filing title transfer paperwork with your local DMV.

Selling Your Car to Vroom

On the other hand, if you’re looking to sell your car to Vroom, you can begin the process by uploading pictures of your car, along with the VIN, mileage, and aftermarket additions. Within minutes, you’ll receive a guaranteed cash offer through your inbox, which will be valid for seven days.

If you accept the offer, Vroom will deposit the cash directly into your bank account within three business days, while handling details “like titles and any government red tape.” You can arrange for one of Vroom’s drivers to pick up your vehicle at the location and time of your choosing, or you can receive a check on the spot by delivering your vehicle to their store outside Dallas, TX.

Another interesting option that’s not offered by other similar services (more about this soon) is that Vroom allows you to take their voucher to your local car dealership. If they accept, Vroom will then purchase the vehicle directly through them, possibly giving you even more of a tax benefit.

Now, what kinds of vehicles will you find through Vroom? What are their stipulations? If you’re looking to sell, will your car pass muster?

What Are Vroom’s Vehicle Requirements?

Although Vroom claims to subject all new vehicles to a “stringent selection process,” other than that they can’t show any accidents through AutoCheck (a service similar to Carfax that’s operated by Experian), we’re not told exactly what their guidelines are.

After Vroom purchases a vehicle, it goes through a 126-point inspection process, which ensures you’re purchasing a vehicle as close to new as possible. This means no dents, the engine purrs smoothly, alignment is perfect, fluids are topped off, etc.—something Vroom calls a Supremely Certified car.

How does this differ from other similar services?

How Does Vroom Stack Up Against the Competition?

Remember how we talked about the increasing popularity of websites like Vroom above? If you’re looking for a new way to buy, you’ve got more options than ever, including Carvana and Beepi. Sure, each of these companies market themselves differently, but are there any real-world differences between them?

Vroom vs. Beepi

If you’re looking to sell your car, Beepi seems to have a more involved process than Vroom. How? Because, before giving you an offer, Beepi sends one of their inspectors to your home, so they can personally certify that it meets their guidelines. Since Vroom doesn’t do this, we might imagine instances where things don’t go as planned (e.g. the car is in worse shape than expected, or otherwise doesn’t meet their guidelines), but only after most of the process is complete.

On the other hand, Beepi also charges a 3-9% fee for selling vehicles, while Vroom appears to be free. Beepi doesn’t appear to charge for deliveries, and you’ll receive a 10-day trial period with all newly purchased vehicles.

Finally, Beepi is only available in CA and NV, while Vroom appears to service customers nationwide.

Vroom vs. Carvana

Carvana also submits each of their vehicles to a detailed inspection process (150 points, to be exact), and pulls an AutoCheck report to check for previous accidents.

After purchasing a vehicle through Carvana, they’ll ship your vehicle for free if you live within 100 miles of their Atlanta, GA, Nashville, TN, Charlotte, NC, Birmingham, AL, and Dallas, TX hubs, although it’ll cost you $199 if you live between 100 and 250 miles of these hubs. If you’re outside this radius, then you’ll have to choose a third-party delivery method.

Like Vroom, Carvana also offers a 7-day trial for all new vehicle purchases.

How Much Does Vroom Cost?

Signing up for an account on Vroom.com is completely free; simply enter your information, or sign up using your Facebook or Google credentials.

If you decide to place a 24-hour hold on a Vroom vehicle, you’ll be charged a $500 fee. If you choose not to purchase the vehicle, this money is fully refundable.

When you’re ready to purchase a vehicle through Vroom, you can use your own financing, or you can use one of the company’s 30+ banks (what they call “the largest financing network”) to help you get the best rates. All vehicles come with free nationwide shipping and a 7-day (or 250 mile) test drive. Don’t like your car? Call Vroom and they’ll have someone come pick it up at no charge.

Newly purchased Vroom vehicles come with a 90-day/30,000 mile no-worry warranty and a year of free 24/7 roadside assistance. Most are still covered under the manufacturer’s warranty, although additional coverage can be purchased directly through Vroom at the time of sale.

In order to speak with a Vroom representative, their customer service department can be reached at (855) 524-1300.

Are There Any Customer Reviews for Vroom?

Regardless where we looked, Vroom (formerly known as AutoAmerica) seemed to have a mostly positive online customer reputation, including a 4.5-star rating on Cars.com, 4.6 stars on DealerRater.com, and 4.1 stars on Edmunds.com. On Yelp, Vroom had a somewhat lower rating of 3.5 stars, with common complaints referencing poor customer service and lowball offers.

It should be noted that in most of these instances, a representative from Vroom personally responded to complaints.

From a company perspective, Vroom had an A+ rating with the Better Business Bureau at the time of our research, based on 16 closed complaints. These complaints referenced everything between undisclosed accidents to unresponsive customer service.

Should You Use Vroom to Buy or Sell a Car?

Whenever you’re thinking about using a new product or service, online customer reviews can go a long way toward letting you know what you might reasonably expect (this is why consumer advocacy websites like HighYa exist!). And at least from this aspect, it seems like Vroom has overwhelmingly positive feedback from their customers, who generally claim that the process was super easy and hassle-free.

However, if you’re dead set on buying or selling a car solely online, remember that Vroom isn’t the only game in town, so it’s important to research all your options in advance (you’re already off to a great start!). Comparatively, Vroom certainly seems to have some unique advantages (such as free nationwide shipping, which could save you hundreds compared to other options), but only you can decide whether or not this will translate into a better experience.

Did you use Vroom? Did you buy or selling your car? Whatever happened, tell us all about it by writing a review below!

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55 Consumer Reviews for Vroom

Average Consumer Rating: 1.5
Rating Snapshot:
5 star: 4 4 star: 3 3 star: 1 2 star: 2 1 star:  45
Bottom Line: 13% would recommend it to a friend
Showing 1-11 of 55
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  • Great online car buying experience

    • Virginia,
    • Jun 13, 2018
    • Verified Reviewer

    As a first time online car buyer I was very hesitant in purchasing. I came across too many negatives and very few positives. After several months and various car searches on Vroom, I decided to follow my gut and try the process. I could not be HAPPIER with my decision! The entire process went very smooth. The company tries their best to make the delivery process seamless. Each department kept me informed every step of the way. As a first time REAL customer, I can say I'm truly satisfied with this company and my vehicle.

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

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  • Frustrating

    • California,
    • Jun 12, 2018
    • Verified Reviewer

    Vroom is not the best company. I love my car and not having to go into a dealership, but there is no customer support what so ever.

    First of all, when they delivered the car, the delivery guy locked my keys in my car (in a parking lot at 10 pm) and appeared to be under the influence. Then I was told I would get my plates in 4-6 weeks. After six weeks, I called. It took me five days of calling to get a person on the phone. The person I talked to said I had to get a smog check since I'm in California. I told her no one told me that. I told her my tempory tag is about to expire, and she said that her supervisor will email me the paperwork I need for my smog and that if I send proof of insurance, they would overnight me an extended temporary plate. Well, its been two weeks since then, no email, no return calls after several messages left and emails written.

    In about the 20 times I have called, I've gotten one operator who transferred me to another voicemail box. I'm pretty upset, and my temporary tags expire in three days. If I could do this all over again, I would not get a car from Vroom. They don't care about their customers in my opinion. I feel that we are literally spending thousands of dollars, so we deserve to be treated with some respect.

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

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    • Jun 12, 2018

      Rachel Mahoney, VP Marketing

      Hi Linda - we're sorry to hear about your experience with titling and registration, especially after a positive experience with the sale and your car. I believe we connected on another post and escalated your concerns. I was told our team reached out via phone and email two days ago. If this is not the case or you are still in need of a new temporary tag while you complete the smog check, please let us know. This is an area of our business that we are actively working to improve in both process and communication. Again, we apologize for your experience and hope we can help expedite assistance here forward.

      Thanks,

      The Vroom team

    • Jun 13, 2018

      Linda W.

      Thanks Rachel. Yes, they got in contact with me and I have a new tag. I was under the impression that I'm waiting for paperwork in order to do the smog. Is this the case or do I just do a smog without paperwork? My title rep said that the paperwork is at my DMV office but can take 3-4 weeks to receive. Sorry for the questions. I guess the instructions are not very clear and I'm hearing different things so I want to make sure what I need to do. Thanks for getting back to me.

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  • Great value and easy process

    • Lakewood, CA,
    • Jun 9, 2018
    • Verified Reviewer

    I bought a used 2014 Tesla Model S from Vroom.com, and the process was easy. Applied for financing, which was easy, and the car was at my doorstep within 10 days, which was four days earlier than expected. I scored a major deal with my car, which was about 4K-5k below market (compared to local dealers and the Tesla used inventory).

    When the car came, it was a little dirty on the outside, as expected since it was coming from Texas, and was clean inside. The only issue that I have with the car is someone did a horrible wax job on it, and you can see minor swirls on it, but none of my friends notices it until I point it out.

    The reason why I’m knocking one star off is that the title department is slow. It’s been four weeks since I’ve purchased and I haven’t seen my plates or registration yet. I’m not sure why it takes long, but when I called the title department, they seem overwhelmed (people I talked to were nice and professional). I have another four weeks until my temporary Texas registration expires, but really want the title done soon so I can apply for the state rebates available and carpool stickers.

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

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    • Jun 11, 2018

      Rachel Mahoney, VP Marketing

      Hi Charles, thanks for taking the time to provide your feedback. We're happy to hear you had a great experience with Vroom and got an awesome Tesla. The title and registration process can take 6-8 weeks as we have to work with the DMV to process paperwork. As you mentioned, your 60-day temp tag should hold you over until you receive your paperwork. That said, we'd be happy to escalate your concern and get you an update on the status.

      Enjoy your ride!

      The Vroom team

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  • 5 out 5 people found this review helpful

    Where’s my money?!

    • Austin, TX,
    • May 31, 2018
    • Verified Reviewer

    I put down $500 to hold a car from being purchased by anyone else for 24 hours. The same day, I applied for financing through Vroom. I was almost immediately told that I was not approved for financing, which is fine, but then I received a call later that day letting me know that someone had placed a hold on the car that I wanted. I explained that isn’t possible, because it was on hold for me. The representative said there was no record of that vehicle being placed on hold under my name, so I have no idea where that $500 went.

    It took me several phone calls (and unanswered emails) to get any information on when I would receive my refund. It’s been four days now and still don’t have my money back. Customer support is not good, and the company is disorganized. Do not recommend trusting your money with this company.

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

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    • Jun 1, 2018

      Rachel Mahoney, VP Marketing

      Hi Natalie, we're sorry to hear about your experience, as this is definitely not how we want to do business. I will escalate your issue to our customer service team to get an update.

      Thanks,

      The Vroom team

    • Jun 8, 2018

      Rachel Mahoney, VP Marketing

      Hi Natalie - I believe our team has been in touch. They advised your refund has been processed and takes 7-10 days to post. If you are not seeing it at this point, please let us know. Thanks.

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  • 3 out 3 people found this review helpful
    Updated review

    False advertisement

    • California,
    • May 30, 2018
    • Verified Reviewer

    Yes, they do honor the return policy, but it is a real pain in the butt. Not worth the gamble.

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

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    • May 29, 2018

      Rachel Mahoney, VP Marketing

      Hi, we're sorry to hear about your experience. It sounds like you have been able to return your vehicle and have been refunded. If there's anything else we can do for you at this point, please let us know.

      The Vroom team

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    • Previous review
    • May 27, 2018

    False advertisement

    Do NOT order a vehicle through Vroom!

    The vehicle I received showed up with more dents, rust, and broken parts than what was disclosed in the listing. In fact, the listing showed a picture of a perfect looking truck. I suspected flood damage right from the beginning. Sand and debris in the engine, obvious work had been done to cover up the damage, but they missed many things. Also, the battery was very worn and it was slow starting.

    I did not receive my shipping fee returned, so I lost $500 on this deal. I fought for it because of false advertisement, but they ignored my request. However, they did honor the 7-day buyback although it was a real pain in the ass to get. They make it easy to buy, and difficult to return. I had to hound them constantly.

    You will be put on hold, transferred and hung up on several times during the return process. But if you stick with it, you can get your vehicle refunded.

    The better option is to avoid this route completely. I had a much better experience at my local car dealer.

    (read moreread less...)

  • 2 out 2 people found this review helpful

    Very good experience

    • Marietta, GA,
    • May 8, 2018
    • Verified Reviewer

    I was worried about buying a car with Vroom after reading all the negative reviews, but I had a very good experience with them. The only problem that I had was with delivery. The car arrived a day later than promised and we ended up wasting an entire day waiting for the car. I had no other troubles and ended up with a great little car and a great price for my son. We did not have a car to trade in, and I understood up front that the process would be slow as compared to a local dealer. But I never had to deal with a dealer or high pressure sells. Everybody I spoke with was very friendly and helpful and emails were answered promptly. I also received my tag in the time promised.

    I would buy a car from them again and also recommend them to others.

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

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    • May 9, 2018

      Rachel Mahoney, VP Marketing

      Hi Nancy,

      Thanks for taking the time to leave us a review. We're glad you gave Vroom a try and are happy to hear you are satisfied with your car. We're sorry we missed your delivery by a day, this is something we continue to work on and appreciate the feedback.

      Enjoy your ride!

      The Vroom team

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  • 9 out 9 people found this review helpful

    Vroom is not the way to go

    • Pennsylvania,
    • Apr 26, 2018
    • Verified Reviewer

    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.

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

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    • Jun 7, 2018

      Linda W.

      I'm going through the same issues with the titles department. Mine expires in three days and I've called and written numerous of times, and nothing. What did you do to get your plates?

    • Jun 8, 2018

      Rachel Mahoney, VP Marketing

      Hi Linda, please either private message us here or email the full name and phone number that was used for your purchase to feedback@vroom.com and we can get you a status on your plates. We apologize for the inconvenience. Thank, Vroom.

    • Jun 9, 2018

      Daniel Quinn

      Keep calling them. They can reissue the temporary tags for another 30 days. I had to have them do that twice before my registration showed up. Oh, and by the way, when the registration did show up, it was wrong. They registered my SUV as a truck, which in my state means I would have to pay an extra $50 per year in registration fees.

    • Jun 11, 2018

      Rachel Mahoney, VP Marketing

      Daniel - we're sorry to hear there was an issue with your registration. If you are in need of any assistance to fix this, please let us know.

      Linda - I believe our titles department has been in touch. Please let me know if you need any further help.

      The Vroom team

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  • 8 out 8 people found this review helpful

    Do not use

    • Vancouver, WA,
    • Apr 5, 2018
    • Verified Reviewer

    With hidden fees, a failure to give offers that are emailed to you, and a bunch of "I don’t know answers," I’m just glad I said "no thank you" before I got too far in the process. If you still chose to go this route, good luck, you will need it.

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

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    • May 22, 2018

      Rachel Mahoney, VP Marketing

      Hi - we're sorry to hear about your experience. Our goal is to be as transparent as possible so we're sorry we fell short in your case. If there's anything we can do for you at this point, please let us know.

      Thanks,

      The Vroom team

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  • 9 out 10 people found this review helpful

    Don't buy from Vroom

    We ordered a car with Vroom trying to save some money, but it's worth it at all. This company is so big that it has a bureaucratic process. It took me almost two weeks to get the car delivered, plus they said that it will take another two weeks to get the car papers so I can register the car. Horrible customer service, horrible deliver people. I called like 20 times to make sure my car order was processed timely but they didn't care.

    Long story short, don't buy online. On the top of that, they charge 500 bucks for delivery. Go to a local dealer or buy local and get everything done in one day unless you have the time and patience to deal with these people.

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

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    • May 22, 2018

      Rachel Mahoney, VP Marketing

      Hi Edgar,

      Thanks for taking the time to provide your feedback. We're sorry to hear you didn't have a good experience. We'll share your comments with our team. If there's anything we can do for you at this point, please let us know.

      The Vroom team

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  • 7 out 8 people found this review helpful

    Worst experience buying a car EVER, stay away at all costs!

    • Los Angeles, CA,
    • Apr 4, 2018
    • Verified Reviewer

    My husband purchased a car from this "company" months ago and has never received a registration, resulting in months of getting pulled over for not having a valid registration. And we call them all the time and no one can ever assist with anything. They put you on hold and transfer you a million times and now they're saying there is an issue with the car and it might need to be bought back. It's been a truly horrific experience, and definitely not worth it, so go somewhere else to buy your car.

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

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    • May 22, 2018

      Rachel Mahoney, VP Marketing

      Hi Cristina,

      Thanks for taking the time to share your feedback. We're sorry to hear about your experience. If we can escalate your issues at all at this point, please let us know.

      Thanks,

      The Vroom team

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  • 16 out 17 people found this review helpful

    No car

    • Lowell, NC,
    • Mar 13, 2018
    • Verified Reviewer

    On 2/26 I placed a $500 deposit, on 2/27 I received the contract, and I returned the contract on 2/28. On 3/2 Vroom said by email that they were reviewing the contract. On 3/2 Vroom said by email that they were getting the vehicle registered. I have heard nothing from them since, and it is now 3/12. I have called and everyone I speak to knows nothing. I am starting to wonder if this is a scam. I want either a delivery date on the car or all my money back. Can anyone help without anyone giving me the runaround?

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

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    • May 22, 2018

      Rachel Mahoney, VP Marketing

      Hi Don,

      Thanks for leaving us your comments. We're sorry to hear about the lack of communication - this is something we are actively working on. We believe we may have communicated on another review site but please let us know if there's anything we can do for you at this point.

      Thanks,

      The Vroom team

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