Vroom Review: How It Works, Cost, Vroom vs. Carvana

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?

How Vroom Works

Buying a Car on Vroom

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.

Our Bottom Line: 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


Read 168 Vroom Customer Reviews and Complaints

Write a Review
Average Customer Rating: 2.0
Rating Snapshot:
5 star: 28 4 star: 7 3 star: 5 2 star: 19 1 star:  109
Bottom Line: 23% would recommend it to a friend
Showing 1-11 of 168
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  • Not impressed

    • Salt Lake City, UT,
    • Dec 11, 2019
    • Verified Reviewer

    Would not recommend or ever buy again from Vroom. After purchase, I had received an email stating the car was in final inspection and that I’d be receiving updates on the process and delivery confirmation within 5 days. Seven days passed, no emails no updates. Finally, on day 8 I received an email that it was going to be delivered that same day. I had already called on day 7 demanding to know what was happening and obtained their driver's phone number since it was already en route and I was not notified. Upon delivery, the car's interior, inside doors and door jams were filthy and very obvious the car has been sitting for weeks in a lot and had not been detailed. This vehicle also did not come with a recent oil change so upon delivery, I also had to drop another $100 for that! Original vehicle description also listed a sunroof which it does not have.

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

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  • Good service

    • Lander, WY,
    • Dec 11, 2019
    • Verified Reviewer

    This site was recommended by my brother who’s a mechanic. The assortment of vehicles is truly amazing. I was able to get exactly what I wanted. These people were very helpful. They helped from start to delivery. Even the driver was helpful and really courteous. I was hesitant about using this site, but don’t regret it at all. I highly recommend this to many friends from here.

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

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  • 2 out 2 people found this review helpful

    Vroom - buyer beware

    • Atlanta, GA,
    • Dec 9, 2019
    • Verified Reviewer

    First off, the truck I purchased is great. It showed up late, was not detailed at all when received. Like it came straight from the auction. Gas was almost empty. Every person I dealt with from sales to delivery to customer service was unqualified. The salesperson was clearly working from home with babies and dogs in the background and was not professional in the least. Nobody wanted to set up and make it right. I was promised delivery in no more than 10 days. They specifically stated that the ten days wouldn’t even be hit because they wanted to "under-promise and over-deliver". I received the vehicle 14 days later. They delayed the first delivery and the second delivery. I had to buy an early plane ticket home from working out of state to receive. They had a chance to make it right, but refuse to. Buyer beware. Go to the dealer.

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

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  • Best car buying experience!

    • Concord, CA,
    • Dec 6, 2019
    • Verified Reviewer

    I did not realize catch that buying a car could be this easy! From getting financed to receiving the car, this has been the best experience. I didn’t have to deal with a high-pressure salesperson. Vroom communicated with me throughout the process and I received the car within the timeframe they told me. Buying a car could not go any smoother! I love the car. Thank you for making buying a car fun, the way it should be!

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

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  • 1 out 1 people found this review helpful

    2019 Mazda CX-5

    • Cleveland, TN,
    • Dec 4, 2019
    • Verified Reviewer

    I had no problem with this transaction. I started with a trade-in evaluation, I received a fair value, then I decided what vehicle I wanted, then put it all together for the perfect deal. It took less than 10 days to receive my Mazda and at the same time they took my trade. This was a very smooth purchase and as a bonus, my CX-5 didn’t have a scratch on it and it was very clean, a real gem. Based on my experience I highly recommend Vroom.

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

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  • 1 out 1 people found this review helpful

    Run from this company!

    • Olympia, WA,
    • Dec 4, 2019
    • Verified Reviewer

    Seemed promising at first with their available vehicles, pricing, and friendly salesperson.

    It has been the worst car buying experience we have ever had. Please run as fast as you can away from Vroom. Their customer service, after you purchase a vehicle, is horrible. Each person we spoke with about the same issues we were having had no idea what to do or how to help us. It took over a week to figure out how we had a vehicle in our driveway that we had yet to pay for, but Vroom’s system said it was. They also use contractors to ship their vehicles. Ours showed up filthy on the outside, mud-stained on in the inside from transferring trailers, and with a tire that was nearly flat. Maybe you will have a pleasant experience, but trust us, the chance of the headaches of a bad one aren't worth it. Buy local and in person; it’s worth it for this kind of investment!

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

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  • 2 out 2 people found this review helpful

    Crooked company

    • Greenville, SC,
    • Dec 4, 2019
    • Verified Reviewer

    Before I get into the reason I would never let my dog buy from Vroom, let me first say that the car buying process is very simple and enjoyable. I had several questions about the vehicle before I purchased it, and they were able to send me and email of detailed answers. Kudos to the sales department.

    Once the vehicle arrived, the problems began. I found online a 2018 Toyota Tundra that had approximately 10,000 miles on it. The first day driving the vehicle and turning on the radio, I noticed that there was a piece of paper in the speaker that was buzzing in the front passenger door. Upon closing the door I also noticed that the door had a rattling sound and did not close correctly. Since the vehicle was under the factory warranty, I took it to my local Toyota to have the paper removed and see what was wrong with my door. The technician came to me and asked me "Did you know that your door face had been completely replaced'? I told him "no, the Carfax and description of the vehicle said no such thing and especially no bodywork repair". Upon inspection, the entire door skin had been replaced, the drip check seam sealer had been ripped off, there were grind and sanding marks to the door itself, and there were spots where the door had been poorly repainted, and the door did not line up right on the outside when closing. Vroom, states on their website "Every Vroom vehicle must 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." Evidently the inspection must not have been very thorough.

    After bringing these issues up with a customer support specialist I was told to go get a quote from the Toyota collision center so the issues could be resolved. I was told verbally over the phone to get the estimate and vroom WOULD FIX THE VEHICLE. This was a lie. To fix the door, the estimate was approximately $1,250. Vroom reaches back out to me a few days later and threatens later that I need to sell the vehicle back to them or I would be stuck with the repairs myself. I had searched for the vehicle for months and found exactly what I wanted, so I didn't want the vehicle to be taken away, I just simply wanted my door fixed. Vroom replied saying that it cost too much to fix the door, and they would set up for the vehicle to be sold back. This was obviously not what I wanted, and I did not understand why they would be willing to pay more money to send it back, and have a damaged vehicle they would have to fix or send to auction to lose money.

    After I refused for them to take the vehicle away from me, I had to get on the phone with higher-ups and they finally told me they could give a maximum of $500 to go towards the damages. In the end, I was responsible for fixing the damages on my truck, and Vroom got away with not having to fix the vehicle except for their $500 contribution, which was just a drop in the bucket of what the damages actually cost. Congratulations Vroom, you sold me a damaged vehicle and swindled me into paying for the damages. Would never recommend!

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

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  • 2 out 2 people found this review helpful

    Customer service and delivery

    • Fayette, MO,
    • Nov 22, 2019
    • Verified Reviewer

    Everything went great up until they got my money. I was told I'd receive a call within 5 days to set up a delivery date. On day 6 I grew tired of waiting and called them. Delivery date was set for a Monday (10 days after purchase) and told I would receive a call on Sunday with a delivery window. No call on Sunday so Monday (tired of waiting again) I call and ask for a window. No delivery today it will now be sometime Tuesday (they don't have a window again) but they will call me later with a time frame. Get a call on Monday evening that my car will arrive on Tuesday morning. Get another call later Monday evening that there has been a delay...Wednesday delivery. No time frame. So it's going to be a minimum of 13 days after paying my car before it arrives. I'm told the title will arrive between 2 and 6 weeks after delivery but only have 30 days to title the car so could very well get stuck paying a late fee and probably will based on my experience so far. They did a great job until they got my money. Now there's no urgency and little service. Barely an apology for my "inconvenience".

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

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    • Nov 26, 2019

      Company Response from Vroom, Inc.

      Kurt, we regret you had this experience with us. Customer satisfaction is at the top of our priorities so we regret to hear we left you feeling this way. If you would like to share anything additional regarding your experience, please don't hesitate to reach out to us at: feedback@vroom.com.


  • 1 out 1 people found this review helpful

    They are great until after the purchase

    • Charlotte, NC,
    • Nov 22, 2019
    • Verified Reviewer

    I received great customer service until after the purchase. Since that time I have had nothing but problems starting with the delivery. Now I have had the car less than 2 weeks and it will no longer go into gear. When I call about it I am being passed from person to person, no one wanting to take ownership. I have finally been able to get it towed, but if it cost more than $100 I have to pay the difference.

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

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    • Nov 26, 2019

      Company Response from Vroom, Inc.

      We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like the opportunity to address your concerns. Please reach out to us directly at feedback@vroom.com or (469) 660-1600 when you have a chance. Thank you, and we look forward to hearing from you. - Vroom Team.


  • Excellent service. Better than CarMax.

    • Memphis, TN,
    • Nov 20, 2019
    • Verified Reviewer

    Best and easiest way to buy a car! Went to CarMax first and Vroom blew them away with excellent and fast customer service. I will definitely buy from Vroom again. Quick, and just as promised.

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

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    • Nov 26, 2019

      Company Response from Vroom, Inc.

      Hi Chris, we're so happy we were able to help you out. Thank you again for your feedback. We hope you have a great day. -Vroom Team.


  • 2 out 2 people found this review helpful

    Communication breakdown

    • Jackson, TN,
    • Nov 13, 2019
    • Verified Reviewer

    I purchased a 2016 Kia Soul from Vroom. Shortly before the car was to be delivered, I received a call from Vroom telling me that it had been stolen during transport. I was told that Vroom would handle everything, including the loan. Michael from Vroom told me to call him if I had any questions. I have called and left messages, but he doesn’t call me back and I would like an update. What do I need to do to get someone to talk to me? Up to this point, dealing with Vroom was a great experience but the communication has been a total disappointment.

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

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    • Nov 19, 2019

      Company Response from Vroom, Inc.

      Angela, we regret you had this experience with us. Customer satisfaction is at the top of our priorities so we regret to hear we left you feeling this way. If you would like to share anything additional regarding your experience, please don't hesitate to reach out to us at: feedback@vroom.com. - Vroom Team


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