About Vroom

By Derek Lakin
HighYa Staff Updated on: Jul 2, 2018

If you've purchased a car recently—especially a used one, you know the current system is undeniably broken.

On the one hand, you can go to a dealer, where you’ll probably be met with high pressure selling tactics along with inflated prices.

On the other hand, 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 online, with transparent pricing, no salesperson to haggle with, 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 have more than 250,000 satisfied customers, with over 3,000 cars among 400+ makes and models currently available.

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?

We’ll help you find some answers, starting with how the Vroom website works.

How to Use the Vroom Website

Buying a Car on Vroom.com

You’ll start by entering a related keyword on the Vroom website, or by searching for a specific make and model, body type, price, year, and/or mileage. Then, you’ll see pictures of matching vehicles, along with each one’s year, make, model, trim level, mileage, and price.

Find one you like? Clicking on the vehicle’s image will take you to its homepage. There, you can view its Carfax report, additional pictures, features, options, specifications, and fees. You can also estimate your monthly payment.

If you’re ready to proceed, clicking the Get Started button will begin the purchasing process (we’ll talk more about financing options below). Then, according to Vroom, they’ll “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 essential details, including filing title transfer paperwork with your local DMV.

Selling or Trading Your Car Into Vroom

On the other hand, if you’re looking to sell your car to Vroom, you can begin the free appraisal process by uploading pictures of your car, along with necessary information like the VIN, trim, mileage, condition, history, and aftermarket additions.

Within 30 minutes or less (during business hours), you’ll receive a guaranteed, no-obligation cash offer through your inbox, which will be valid for seven days or 250 additional miles. If you accept their offer, Vroom will direct deposit the funds directly into your bank account within three business days, while handling the finer details.

If you’re interested in selling your existing car to Vroom and also purchasing your next vehicle from them (i.e., trading it in), you can apply the value of your trade-in to your purchase or down payment, which the company claims could help you “potentially save thousands in sales tax.”

From a transportation perspective, you can arrange for one of Vroom’s drivers to pick up your vehicle for free at a mutually agreeable time and location within the lower 48 states, or you can receive a check on the spot by delivering your vehicle to one of their retail stores located in the greater Dallas, TX and Houston, TX metro regions.

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?

The Vroom website explains their vehicles are sourced from auctions, fellow dealers, and privates sellers. From a quality perspective:

“It starts with our stringent selection process. We only sell cars and trucks with clean titles and accident-free Auto Check [and CARFAX®] vehicle history reports. Every Vroom vehicle must also pass multiple inspections for safety, mechanical, and cosmetic issues before it is sold. If a vehicle does not meet our strict retail standards, we do not list the vehicle for sale on our website. We also provide current information regarding open safety recalls.”

Additional Coverage That Vroom Offers

Vroom Protect

Although the company emphasizes that most of the vehicles sold through their site are still covered under their original manufacturer’s warranties, they offer a four-level Vehicle Service Protection (VSP) plan called Vroom Direct.

Less applicable deductibles, this is said to provide protection against “unexpected expenses” for up to 10 years or 120,000 miles for mechanical repairs (including parts and labor in some instances), along with 24-hour roadside assistance (e.g., battery service, flat tire and lockout assistance, fuel and fluid delivery, etc.).

» Related: Do You Need an Extended Auto Warranty: 4 Questions to Ask

Additional options include trip interruption coverage, as well as towing and rental car reimbursement, all of which is transferable to a new owner if you sell your vehicle for a small fee.

Vroom GAP Protection

If your vehicle is declared a total loss, but the insurance company offers less than you owe on your loan, GAP coverage can help make up the difference.

Specifically, Vroom’s GAP coverage promises to waive covered losses up to $50,000, on vehicles valued up to $150,000. In some instances, it could it provide up to $1,000 to help cover your insurance deductible.

In general, the company recommends GAP coverage for vehicles financed for more than 70% of their purchase price, and/or for more than 36 months.

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 markets 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, other than the initial deposit. 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 entirely free; just enter your information, or sign up using your Facebook or Google credentials.

Vroom’s Deposit Requirements

If you decide to place a 24-hour hold on a Vroom vehicle, you’ll be charged a $500 deposit. At this same time, the company will send you a contract that needs to be signed and returned within 24 hours.

If you choose not to purchase the vehicle or if you don’t return the contract within this timeframe, this money is fully refundable.

Financing and Other Vroom Payment Options

When you’re ready to make a full commitment, you can use your own financing, or you can use one of the company’s 15 financing partners—Capital One, Ally, TD Bank, and SunTrust, to name just a handful—to help you get the best rates. Their website advertises you can apply online in as few as five minutes. (Note: this is a hard credit inquiry and will likely impact your score.)

If you finance through Vroom, not only might this save you time (according to their FAQ) by possibly not requiring you to visit a “bank branch to sign the loan document and additional documents,” by they’ll also “register your vehicle on your behalf and mail your registration and plates to you” (once prepared by the DMV).

Additional payment options include cash, cashier’s check, certified check, money order, bank wire, and bank draft (for specific lenders). Customers can pay up to $1,000 using a credit card, but only for deposits, down payments, and other sale items.

All vehicles come with free nationwide shipping and a 7-day (or 250 miles) test drive, which begins once yours is delivered to you. Don't like your car? Call Vroom, and they'll have someone come to pick it up at no charge. Just keep in mind that if you traded a vehicle in as part of the process, you wouldn't be able to get it back.

Picking Up Your Vroom Vehicle

Transportation-wise, Vroom charges a flat $499 rate ($799 for an enclosed trailer) to ship a vehicle anywhere within the contiguous 48 states, regardless of the make, model, or value. Compared to the deposit, however, this money is non-refundable.

Alternately, customers are welcome to pick their vehicle up in-person from their location near Houston, TX.

Vroom Warranties and Other Extended Coverage

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.

Includes essential features like towing, roadside assistance, battery service, flat tire assistance, fuel and other liquids (oil, water), lockout assistance, and a 5-year maximum term, although is transferable to a new owner for a $30 fee. Conditions apply, so check with a customer service rep if you have specific questions.

Again, while the majority of Vroom’s cars are said to be still under their manufacturer’s original warranty, the company offers a limited warranty 90 days or 6,000 miles on all new purchases. They also come with one year of 24-hour, nationwide roadside assistance.

Vroom’s customer service department can be reached at (855) 524-1300.

A Look at the Consumer Reviews of Vroom

As of our most recent update, 60 HighYa readers provided their feedback about Vroom, giving the company an average rating of about 1.6 stars. Common complaints related to less-than-stellar customer service, support, and delivery experiences, while compliments frequently referenced ease of use and competitive pricing.

On Yelp, more than 120 reviewers had given the company a slightly higher average rating of about 2.5 stars, with many of the same compliments and complaints.

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 nearly 50 customer reviews and more than 60 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 in 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 flat-free $499 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.

» For Further Reading: 6 Most Popular Used Car Buying Websites: A Comprehensive Guide

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66 Consumer Reviews for Vroom

Average Consumer Rating: 1.6
Rating Snapshot:
5 star: 7 4 star: 3 3 star: 1 2 star: 3 1 star:  52
Bottom Line: 15% would recommend it to a friend
Showing 1-11 of 66
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  • Smooth and easy

    • Tucson, AZ,
    • Aug 17, 2018
    • Verified Reviewer

    Good - quick and easy.

    Bad - sales could not tell me why the same model with more miles was $2500 when other with less mileage was less money than the other. The only difference was the color of the interior? The second issue was delivery. I was told it would be 8/2/18, then when not delivered, called and told me it would be delivered on 8/3/18 at 11:00 pm. I told them no, make it 8/4. I called on 8/4 when the time told was passed, then was told it is on its way. I have a large office parking lot and requested it be delivered there, but instead, the driver passed the office and went down the street to Walmart's parking lot. I called delivery and said what going on? Then the driver drove the car into my office lot, checked out, gave me the keys for my trade-in, and was gone.

    What I found interesting is all the people I spoke with were women, even the delivery person, the only male was the driver.

    I believe for the price and my trade-in, I am very happy, smooth and easy.

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

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  • 4 out 4 people found this review helpful

    Great at sales, lousy at absolutely everything else.

    • Mount Vision, NY,
    • Aug 13, 2018
    • Verified Reviewer

    Vroom lists all of their inventory in most major cities, and I had assumed the vehicle was local. I’d never intended on buying a car through a site, but with how friendly and easy my sales person made it seem, it was hard to say no.

    Unfortunately, that was two weeks ago. As the title states, they have the business plan together to make sales run smoothly. They don’t have any follow up, follow through, or logistics to actually handle inspection or delivery of the purchase. There’s no mechanism in place to provide information on your vehicle after the paperwork is received, and there is virtually no communication from them.

    Once your paperwork is processed, you’ll receive an email saying it's "in for its final quality inspection" and you'll be instructed that you will hear from the "delivery team" within 7-10 days, and have your vehicle within 14 days (longer depending on location).

    Well, I’m on day 13, and I’ve still yet to hear from the "delivery team." I did receive a nice email full of terrible grammar (I mean really, have someone proofread before sending out boilerplate apology emails - knowing the difference between "your" and "you're" is important) this past Monday night (day 12), with the promise that my order would be "personally overseen" and that I'd have some follow up information the next day from this person.

    I'm sure it's no shock to anyone that I did not receive a follow-up. The promise wasn't kept, and I doubt they ever intended to.

    Here’s my advice, if I'm as lucky as the other reviewers and Vroom is actually reading this (as opposed to my emails?).

    It takes far less effort and time to get in front of and own a problem than it does to clean it up. Had someone written or called me on day 1 or 2 of your 7-10 day window and informed me of the delays, and offered some form of "hey, we appreciate your business, we know this is an inconvenience," I wouldn’t be writing this. I would have been understanding. Your customer service rep that attempted to do that on Monday after it was already past the projected date was too little too late, and his lack of follow up and follow through on his promise would have been a fireable offense had it been a core philosophy to keep customers happy.

    Look, the reality is that in 2018, a company does 80% of its business with 20% of its customers, and that number is rapidly becoming 90/10 with e-commerce. It takes far less effort to keep a customer and have them come back than it does to create a new one. If you ever want to see some scary numbers, see how much each new customer actually costs from a marketing budget perspective. Repeat clientele is paramount to a successful business strategy. With your current complete failure to keep customers informed or stay in front of problems, you’re not only losing repeat business, you're creating terrorists actively trying to dissuade people from doing business with you. I’m now motivated to go out of my way and post this, as opposed to just not shopping with you ever again.

    A company’s strength is measured by how it handles its problems.

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

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    • Aug 14, 2018

      Rachel Mahoney, VP Marketing

      Dear Mr. Rehill, thank you for taking the time to provide a very detailed review of your experience. First, we want to apologize for the lack of communication and delay in the receipt of your vehicle. We agree that clear, consistent communication is key to a successful transaction and we fell far short here. We are sharing your case with our head of customer service to investigate why you did not receive a stream of emails we have set to provide customers the type of updates you were hoping for, as well as why our agent was not able to get to back to you as indicated. Again, we apologize for your experience thus far. Please let us know if there's anything we can do now or when you receive your vehicle. We appreciate your patience.

      The Vroom Team

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  • 3 out 3 people found this review helpful

    Customer service at its worst

    • Texas,
    • Aug 11, 2018
    • Verified Reviewer

    I am writing this review on behalf of my experience with the purchase of a car with Vroom. I went to the dealership on Saturday, August 4, 2018, and was literally the last couple out of the door around 8:45 pm.

    I was finalizing the finance paperwork through my lender for the purchase of my 2017 BMW X3. We were unable to complete paperwork, so I was told to come back on Monday to finish and pay any remaining balance. I received a telephone call early Monday morning from Casandra, the saleswoman, asking what time was I coming into the dealership.

    I arrived at the dealership at 12 pm to meet with Finance to complete the final paperwork. I was at the dealership for two hours+ and no one told me the car was not ready. It was when I arrived at the delivery desk that I found out the car was in the shop. If the car was not ready, they should have called me just like they called me to find out when I was coming in to complete paperwork. Poor service and communication, and I told the manager Mike and saleswoman that is NOT acceptable. I took the day off from work to pick this car up.

    I asked Mike how do I provide feedback on my customer experience and he said that I will receive an email with information to provide customer service. I called the number, and the woman that answered the line was not a friendly person. I did not feel comfortable leaving any comments with a person that is onsite at the dealership and not receptive.

    I had other things that I needed to get done and visiting the dealership more than once in one day was not in my plans. I received a call from the saleswoman telling me the car had a problem with brake light and it needed to go to the dealership. That the dealership can send it or I can take it as it. By this time I was stretched over a barrel. The car was supposed to be in make ready sent by Mike on Saturday. I asked on the phone if the car was clean, and it was one excuse after another. They said yes. But it was the opposite. We arrived at the dealership at 6:30 pm and the car was not cleaned. They made more excuses and told me that I can take the car myself to get detailed. So I would have to pay out of pocket, scan and email the receipt, and be reimbursed five days later. NOT acceptable.

    Just like they called to follow-up about when I was coming in to bring my money is how they should keep customers in the loop and be upfront and transparent about the status of the car even if it is a delay. When a car changes a status or delays, it should notify people throughout the process no matter where they are in the process all the way to delivery.

    For God's sake, I could have taken the car on Saturday if I have to take to the dealer because it's delivered with a problem. I have to clean it myself.

    They have to figure out how to maintain quality customer service throughout the process in a high volume sales model. The process started out good and was negated with the customer service going downhill...fast!

    I wasted my time, had to take the day off, gas, had to change plans. I am not happy about it at all and at no time did the manager or saleswoman accept responsibility for the service.

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

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    • Aug 14, 2018

      Rachel Mahoney, VP Marketing

      Hi Mr. Raymond,

      Thank you for your feedback. I apologize for the experience you had at our dealership. We agree that constant communication is key to a seamless process, and we're sorry we did not execute in your situation. We've shared your detailed feedback with our management team in the hopes of improving our process. If there's anything else we can do for you at this point, please let us know. We appreciate your patience and hope you enjoy your car.

      The Vroom Team

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  • 6 out 7 people found this review helpful

    RUN, don’t walk from this place.

    • Los Angeles, CA,
    • Jul 23, 2018
    • Verified Reviewer

    I bought a Tesla with the supposed 7-day 250-mile guarantee. The car arrived so dirty it was hard to see the paint. The left rear quarter panel was damaged and repainted even though Carfax report said no accident. The repair and repaint were so bad it was visible from 20 feet away. The car also had a critically low battery so was unable to test. The bill of lading was not filled out, and it turns out it was almost 400 miles over what the agreement and odometer form stated.

    Its been three weeks and now they do not want to refund my shipping fee, even though based on the above it was a fraudulent deal. Time to file an action with Texas DMV and start legal action. Did I tell you they still have my $22,000+ deposit?

    RUN.

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

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    • Jul 23, 2018

      Rachel Mahoney, VP Marketing

      Hi James, we're sorry to hear about this experience. We will escalate your issues to our customer service team. Thanks for sharing your feedback.

      The Vroom team

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  • 2 out 4 people found this review helpful

    No car

    • Oregon,
    • Jul 16, 2018
    • Verified Reviewer

    I paid for the car in advance, got a bunch of e-mails about the car being delivered and when the date came for the car to be delivered they said the delivery vehicle broke down and not sure when the car will come. After waiting a few weeks, I had to ask for my money back. The company simply said sure, not apologizing or nothing. Personally, the feeling of having given Vroom a bunch of money and not getting the car is scary.

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

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    • Jul 16, 2018

      Rachel Mahoney, VP Marketing

      Hi Todd, thanks for your feedback. We're sorry to hear about this experience. We are working on both our delivery system, as well as communications to make the best possible experience for our customers. You should not have had to wait weeks, and we do apologize for the situation. If there's anything further we can do for you, please let us know. Thanks again for your comments.

      The Vroom team

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  • 2 out 2 people found this review helpful

    Used car

    • Branson mo ,
    • Jul 15, 2018
    • Verified Reviewer

    I purchased my 2008 Shelby GT500 sight unseen and had the car shipped to my home. The car was as described and arrived in only a few days. Vroom also gave me a very fair price on my trade in vehicle in which I accepted. The overall experience was excellent and I can’t wait to do business again!

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

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    • Jul 16, 2018

      Rachel Mahoney, VP Marketing

      Hi Ryan, thanks for the feedback. We're happy to hear you got an awesome car and had an overall great experience. We appreciate the feedback and look forward to working with you in the future!

      The Vroom team

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  • 4 out 6 people found this review helpful

    I really regret getting into this

    • Tennessee,
    • Jun 30, 2018
    • Verified Reviewer

    Since my husband and I don't get any time off together to physically search for cars at dealerships, I decided to give Vroom a shot. For a few days, I was on the phone with a "car specialist" and a financial tech. I sent in everything they asked for, including three income statements, and they spoke with my husband to get him on as co-signer.

    A week has passed, and we've heard nothing. No emails have been answered. Neither the specialist nor the tech left callback info, so I've had to search to find a way to get in touch with either. I spoke with another specialist, who gave me the finance tech's phone number, which is, of course, out of service.

    So here I sit, with no way of finding out the status of anything, no way to speak to anyone involved, and am pretty irritated with the whole thing.

    I gave two stars because the specialists were at least friendly and personable.

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

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    • Jul 2, 2018

      Rachel Mahoney, VP Marketing

      Hi Angie, we are so sorry to hear this as we aim to provide consistent and transparent communication. We have escalated your situation to our customer care team and someone should be in touch shortly. Thanks for reaching out.

      The Vroom team

    • Jul 6, 2018

      Rachel Mahoney, VP Marketing

      Hi again, Angie. We confirmed you were approved for the deal and a contract was delivered to you on 6/30. I believe someone from our finance group also reached out. If there's anything else we can help with at this point, please let us know. We apologize for the inconvenience.

      The Vroom Team

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  • 4 out 4 people found this review helpful

    Stay away unless you live in Houston, Texas

    • Arizona,
    • Jun 27, 2018
    • Verified Reviewer

    I found a vehicle that seems like a great deal on an Audi A3 for my son. Everything seemed fine until I decide to buy the vehicle. Customer service is really poor even before you buy the vehicle.

    I asked them to provide me Out of the Door cost and they sent me the numbers. I go ahead and put down $500 on the vehicle and they sent me the contract overnight.

    The contract has a higher amount then what was conveyed to me via email attachment.

    Extended Service contract - I had asked them about providing me details about the extended service contract and they told me, they cannot give any details unless I buy the car. That should have been a big RED flag. Still, I decided to get it based on knowing I can always cancel it and get a prorated refund. I never received the contract for the extended warranty. I got about 50 pages but no details of what is covered, what isn't, if it is refundable or not...you get the idea. Sketch.

    Second RED flag, when I had told the associate that I can buy the car outright in cash, I was told I have to do the paperwork if that is the case. I decided to finance and asked them if there is any penalty if I paid off the loan as soon as I got the vehicle and I was told that would be the case.

    The difference in the cost of what they indicated to me earlier and what they send me in the contract seems to be GAP insurance. If I am willing to pay off the car or purchase the vehicle outright - why would I pay them $859 or around that they are charging me for Govt fees and GAP insurance? That is big RED flag #3.

    Red flag #4 - If you have read all the other negative reviews about their customer service, understand this. I called them first thing after opening the FedEx envelope at around noon Arizona local time and was hoping I can talk to the person with whom I have been dealing. I could not reach her, so I provided the information to someone else who said she will ask Robbie to call me back. She took all the information from me, and no one called me back.

    Red flag #5 - I have not seen any company where the associate dealing with you would not provide you a direct contact number or email address. Vroom.com does not provide you an email address for a specific associated; it is a generic email address so you can never email the associate you are working with. You have no number you can reach it is a generic number for their Huston Sale Office and everyone answers. If you ask for an associate and the person does not or cannot answer it goes to voicemail but there is an error in their system so you get a message "I could hear you," and it disconnects you.

    Seriously, I believe the business model is great, and at some point there will be an honest company that will make a killing in auto trading, but I doubt if Vroom.com is that vendor though.

    Red Flag # (I lost complete count now) is their seven-day, 250-mile, no questions asked return policy seems fake. The contract I received has a date of 6/21/2018 for the seven-day. I received the contract from them yesterday on 6/22, I have not mailed them anything yet and have no intentions of mailing anything back to them. However, I wonder if I were to have mailed it back to them on a Friday, they would not have opened it until 6/25. Even if they had shipped me the car on the same day (highly unlikely), I would not have received the car from Houston to Phoenix, Arizona before 6/27 evening. So, I would have inspected the car on 6/28 and would have been stuck with the car because I exhausted their seven-day return policy on a $22K car.

    Seriously, they could do this honestly and become successful, instead, they give you the same taste in the mouth as dealing with any other dealer. I think they did every one of us a favor, the local dealers have become a lot more responsive and are at their A-game in communication and have been providing you everything upfront and it seems better than the past.

    Regardless of Vroom.com's success or failure, I am glad they helped the consumers by giving a threat to local dealers.

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

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    • Jul 2, 2018

      Rachel Mahoney, VP Marketing

      Hi Hemang,

      Thanks for your detailed review. We're sorry you did not have a good experience. It's our goal to be as transparent and clear with our customers as possible, and we're sorry if we fell short. We will share your comments with our team.

      I did want to address a few of your comments to ensure the information is accurate for others who read your review.

      We can definitely provide details of the extended service contract but we need to know the specific vehicle you are looking to purchase to be as accurate as possible. We will work with our agent to further understand the issue here.

      We work with a dozen top lenders for financing and none of them charge a penalty for early payoff. We will look into what was communicated to you and make sure that’s clear from our sales team.

      We appreciate your comments on being able to talk to one salesperson. Currently, because of the volume of sales we do and our desire to make sure someone is available to answer your questions as quickly as possible, we allow other members of our sales team to help customers. We understand your concern though and are considering alternate ways to handle this in the future.

      Lastly, in regard to the 7-day, 250-mile period in which you can test out the car, this time definitely does not start until you have the car in your possession. We recognize this is a substantial purchase and we want to ensure our customers have the right amount of time to make sure the vehicle is right for them.

      Again, we are sorry to hear your experience did not hit the mark. If there's anything we can help you with at this point, we'd be happy to escalate your concerns. Thanks again for taking the time to provide such detailed feedback.

      The Vroom team

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  • 3 out 3 people found this review helpful

    Vroom car buying online

    • Mississippi,
    • Jun 27, 2018
    • Verified Reviewer

    Car buying online can NOT be this easy anywhere else. I submitted a credit app, followed up on the app on Monday 6/11/18, got approved, received contracts on Wednesday 6/13/18, returned them back at a FedEx drop-off box, Vroom received them on Thursday, 6/14/18, paid my deposit as well, Vroom rep called me on Friday 6/15/18 and said my car had been moved to the shipping department to be inspected and prepared for shipment.

    On Monday, 6/18/18, I received an email saying that estimated delivery day would be 6/20/18. At this point, I'm over the top anxious and super excited for 6/20/18. On 6/20/18 evening, around 5:50 p.m., Vroom rep calls and tells me the delivery guy won't make the delivery time so it'll be 6/21/18 when he delivers.

    I received my car on 6/21/18 at 6:00 p.m. at a Walmart supercenter parking lot. I signed the bill of lading and received my keys. Oh, and there must have been miscommunication between the delivery guy and Vroom, because before he handed me my keys he asked who was going to pay him, and I told him my shipping fees and all were included in my financing. So he said they are probably just going to send him a check.

    Other than that everything went extremely smooth. I did not run into any problems other than the day delayed delivery. I am completely satisfied. I received my paperwork and my car all in ONE week! ONE week! It does not get any better or easier than that. The car is freaking awesome, l LOVE it! It's just like brand new on the inside and almost on the outside, with just minor scratches and paint chips. Minor normal wear and tear. I love my car!

    I would highly recommend Vroom to family and friends and to anyone looking to purchase great vehicles at reasonable costs. In the future, I plan to purchase again from Vroom. Thanks Vroom!

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

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    • Jun 28, 2018

      Rachel Mahoney, VP Marketing

      Hi Gabby, thanks for the great and detailed feedback. We love that you love your car! We're happy the experience was so easy. We provided your feedback regarding the delivery to that team to address so thanks for letting us know. Thanks for the recommendation and enjoy your ride!

      Vroom

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  • 4 out 4 people found this review helpful

    They are not good at this

    • Texas,
    • Jun 26, 2018
    • Verified Reviewer

    Overall very disappointed and believe me, I didn’t want it this way.

    Pros:

    - VERY nice people on the phone.

    - Car came with no surprises; the pics were accurate.

    Cons:

    - The phone salesman giveth, operations taketh away.

    - You never get the same person on the phone twice.

    - No one really understands the car biz, and they sound like they really don’t like to work there.

    - They’ll never give a manager's name (they don’t exist apparently).

    - No one is ever in charge to help with drama, and I had nothing but.

    - Salesmen promised it was fully serviced, but no one could confirm or produce records. Service cost me $600.

    - The delivery driver tried to drop off at Midnight.

    - You must do your own Smog and VIN verification in California. I didn’t know that, so my registration took 90 days, with me reaching out multiple times for help. Very little or no response from them.

    - They still owe me $160 for that - we’ll see.

    - No technology on their website to track your purchase, and they never reach out during the process; just dark the whole time (not even emails in 2018?!).

    This is not an online car company; I cannot see how they will still be operating by the end of the year.

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

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    • Jun 28, 2018

      Rachel Mahoney, VP Marketing

      Hi Ray - we're sorry to hear about your experience. While we're happy the car turned out well, we obviously didn't hit the mark throughout the process. We will share this feedback with our team and look into your situation to get a status on what we owe you. Thanks for your patience.

      The Vroom Team

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  • 3 out 3 people found this review helpful

    Worst experience ever

    • Aloha, OR,
    • Jun 19, 2018
    • Verified Reviewer

    Absolutely the worst customer service ever. I was given different answers depending on who I spoke with. Fraudulent information on the website concerning the history of the vehicles. Impossible to reach anyone in charge. I was given the wrong phone number to customer support. I am still waiting for my deposit refund. Worst experience ever!

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

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    • Jun 20, 2018

      Rachel Mahoney, VP Marketing

      Hi Ryan - we are sorry to hear this. We are focused on being as transparent as possible and communicating throughout the process, but it sounds like we fell short here. If there's specific information you found fraudulent that we can correct, please let us know. Also, if you can message us the name/phone # used for purchase either here or at feedback@vroom.com, we can escalate your situation and get an ETA on your refund. Thanks for the feedback and please let us know if we can help.

      The Vroom team

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