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

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

Start your review of Vroom:
  • 313 Customer Reviews
  • 30% Recommend This Service
2.2 out of 5
5 star: 20% 4 star: 4% 3 star: 5% 2 star: 10% 1 star: 57%

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  • Terrible experience

    • By Darren H.,
    • Huntsville, AL,
    • Sep 17, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    Worst car-buying experience I'd had. It took significantly longer than expected, they lost my paperwork, including the title for the car I was trading in as part of the transaction. The communication during the process was poor. I never knew if I was waiting on them or if they were waiting on me to do something. I could have physically gone to a dealership and been in and out in a couple of hours. Instead, I had a frustratingly long 3-week process. I was only notified about 20 minutes ahead of time that the car was being dropped off.

    Pros and Cons:

    • Online
    • Lack of communication
    • No scheduling of the car's drop-off
    • Lost my paperwork

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


  • Do not use Vroom

    • By Shepherd K.,
    • Chantilly, VA,
    • Sep 17, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    They will take your money, then ignore you. They have poor customer support, poor delivery support, and are just really bad in general. Do not use Vroom for your car purchasing services.

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


  • Not very professional in my over 2 decades experience

    • By Todd V.,
    • St. Louis, MO,
    • Sep 17, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    SUV took around 3 weeks for delivery start to finish, delivery was delayed by 3 days. Then after receiving multiple emails stating they were cleaning and prepping my SUV for delivery, it arrived filthy inside and out.

    Also, 2 items on the car valued at over $400.00 for both were damaged and weren't disclosed on their web page damage description of the vehicle. Good luck trying to get a person on the phone with Vroom when you need to speak to someone as well. I give them 2 stars and that's being generous! Buyers beware!

    Pros and Cons:

    • Affordable
    • Vehicle wasn't detailed or cleaned in any way
    • More damage to the vehicle than mentioned in website listing
    • Unprofessional

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


  • Updated review

    Update

    • By Justin B.,
    • Iowa,
    • Sep 16, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    After nearly 1 month, Vroom finally took care of the problem. They paid for new tires and compensated us for the missing feature. I have added 1 star to reflect this resolution.

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

    • Previous review
    • Sep 2, 2020

    Defective tires

    Stay away! Vroom sold me a car that had defective tires and refused to fix the problem or even contribute!

    Also, they said our car had a feature that it didn't actually have.

    They simply didn't care. I'm still stunned at their blatant disregard for me and my time.

    (read moreread less...)

  • Vroom beware, zero communication

    • By Karyn B.,
    • Key Largo, FL,
    • Sep 15, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    Vroom gave me zero notice that my car was being delivered or even that they ever received my $43,000 check. I was hoping I wasn't being scammed. Finally a guy calls and says he's 3 hours away. I was headed out for a holiday weekend vacation. Made a call to Vroom, they didn't even know a transport company had my vehicle. Young untrained kids on the phone say sorry. No matter what you say, she's sorry. Got a manager, the manager is sorry. They get paid in full, I get to cancel reservations and delay plans I spent hours booking. I was upset, this is the 5th review or feedback they've asked for but no one has called to make it right. If they even offered to take $200 off the delivery fee this may have had a different time.

    Oh, by the way, you assume damages for the car the moment the transporter is given your car but they pick who that is. Except for this, I spoke to zero real people. I thought this would be better than going through the dealer song and dance but it wasn't.

    Pros and Cons:

    • Had the 1 car, in the 1 color I wanted
    • No acknowledgement of my $43000 cashier's check
    • Had no clue my truck had left their possession
    • Kids with no training apologizing with no substance for resolving problems

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


  • The only way to buy a used car

    • By Bobby B.,
    • New York, NY,
    • Sep 15, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    The transaction with Vroom was seamless. Being able to use an app, avoiding the negotiation phase of buying a used car, is priceless. Delivery was great, and the car was exactly as described.

    Pros and Cons:

    • No haggle
    • Easy delivery
    • Great selection
    • No “cons” were specified in this review

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


  • Horrifyingly bad

    • By Alexis R.,
    • Harper Woods, MI,
    • Sep 15, 2020
    • Verified Reviewer
    Overall Experience:

    I have never been so ignored, lied to, and mislead EVER by any company, and I’ve dealt with some shady companies. From the very beginning, I was misled about the price by over a thousand dollars, then I was ignored for weeks, then my promised 14-day delivery window was extended twice, and now I’m stuck paying hundreds in extra rental fees because this scam of a company refuses to honor even a single promise they’ve made. It’s impossible to get anyone to call or email you back, and I haven’t received a response in at least two weeks. What started out as a decent deal has become a nightmare made even worse by the apparent lack of concern on the company’s part. Vroom stops just shy of malicious and I can’t recommend more that you use literally any other company on the planet.

    Pros and Cons:

    • No “pros” were specified in this review
    • Customer service
    • Failure to stand by promises
    • Non-existent support after they get payment

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


  • Dodge Caravan

    • By Roger G.,
    • Tulare, CA,
    • Sep 14, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    The experience is OK. I don’t think they really check the cars as well as they should. I found things that were wrong with the vehicle and I’ve been calling customer support but it’s so hard to get through.

    Pros and Cons:

    • It was easy
    • Having to wait on hold for long periods of time for to speak to anyone
    • Car was missing the jack for the spare tire
    • One of the second row seats would not still want to go and I have to figure out how to get it fixed myself

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


  • Broken door handle and key fob

    • By Adair A.,
    • Denver, CO,
    • Sep 14, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    My car came with a broken door handle and a key fob with no battery. They ultimately ended paying for the fix, but I have to do the hassle of going to the dealership several times to get an estimate and getting my car fixed. For an online delivery company, they should be extremely careful to make sure the car is delivered in one piece, since we can't test drive.

    Also, it took them like 5 days to get back to me after I had called and emailed several times. And they are very unclear about how to make payments on the vehicle.

    All in all, would NOT recommend this route.

    Pros and Cons:

    • No “pros” were specified in this review
    • Car came broken
    • Customer Service slow to respond

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


  • Not even basic customer service

    • By Casper L.,
    • Baton Rouge, LA,
    • Sep 12, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    After Vroom received my $500 deposit, communication stopped. I had to constantly call to receive the basic info. I even had to call them to finalize the sale so I could send them a check. Once this was done I was told that delivery would be 10 to 14 days, the next night the delivery man called to say he would be at my residence at 7 am. Glad that I could be home. Frustrations (anger) continue to this day. I've recently called 3 different times requesting a Bill of Sale which is basically a receipt for the $29,500 cash I sent them 4 weeks ago. I've been told it would be emailed and/or FedEx numerous times (my state requires proof of ownership in the vehicle). NOTHING! The next step is contacting the State Attorney General Office to open a fraud investigation.

    Pros and Cons:

    • Vehicle was in condition as described
    • Not even basic customer service

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


  • Great until they got my money

    • By Lindsey L.,
    • Redmond, OR,
    • Sep 12, 2020
    • Verified Reviewer
    • Length of Use: Less than 3 months
    Overall Experience:

    They were great right up until I transferred $15,000 to them, then communication almost completely stopped, they gave me multiple delivery dates and I had to wait on hold for an hour to confirm the actual delivery date, didn't tell the delivery company they were delivering to a home instead of a dealership, and NEVER GAVE ME MY TITLE or told me when they might be sending my title even though the car was delivered a month ago. They said they'd send an email in a few days, nothing. None of my calls have been returned and my emails have been completely ignored for a couple of weeks now. Every time they say they'll return a call or send an update, they never do.

    Pros and Cons:

    • Sales person was great
    • Price was great
    • Convenient to buy online
    • Haven't communicated with me about my car title in a month
    • Customer Support is overwhelmed and doesn't return calls or emails
    • They don't communicate well with the delivery companies

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


Showing 1-11 of 313

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