The buying process was smooth and easy, there was no pressure which made the experience delightful vs. dealerships. Paperwork was a flurry, not hard, and was rather fast considering it was all electronic and FedEx packages. We were delighted to receive our vehicle 7 days after the paperwork was completed, instead of waiting the entire 10-14 days. There tends to be a hard time getting someone to call back, but you just have to be persistent - I give them a bit of latitude for this due to being a nationwide dealer and I assume they take a ton of calls. Regardless, at that point, we probably would have rated this "5 stars" easily and would have recommended using VROOM to our friends and family.
However, once we received the vehicle, we noticed a large, approx. 12" gouge on the bottom driver's side of the rear bumper cover. It almost appeared to be a body line until we really looked at it. When we reported the find to inquire about a reasonable remedy, we were informed that the damage was visible in a picture so basically "sorry for you". We had screenshots of all the listing pictures, which there were no imperfection pictures listed. In fact, in the vehicle description, under imperfections, it only stated normal wear and tear. We recall our sales representative explaining that the vehicles are all run through the shop to make sure everything worked and that all cosmetic damage over 6 inches was repaired before sale. This gouge is clearly larger than 6", nor was it listed as an imperfection - and the picture it was visible in was not an "imperfection" picture, and literally could be overlooked as a body line or light glare. We were stunned that something as simple as offering to assist with the repair was worth ruining the entire experience, especially since the damage should have been fixed prior to sale (as our rep had informed us) and that the picture was not an imperfection picture. We would have been satisfied with an apology for the deceptive picture and lack of reporting the imperfection, if not at least an offer to help a little with the repair bill. That one minor miscue on the part of the customer service person took the experience from a sure-fire "5 stars" to a "3 stars" and from full-on recommendations to "be careful". I’m still flabbergasted that a company that relies on word of mouth recommendations (being that all transactions are done sight unseen) would compromise the information they put out (we fix anything larger than 6") instead of at least attempting to come to a satisfactory solution between both parties.
In all, reward is always commensurate with risk. Other than the glaring 12" gouge that was hidden by glare in a far away pic and not pointed out as an imperfection, the vehicle was otherwise in really good shape. So if you are considering Vroom, be sure to zoom in on anything that may look like damage and keep in mind there may be imperfections that aren’t pointed out with imperfection pictures - and Vroom will use the regular pics as evidence that those damages were "shown". Also, if you decide to buy, they have great communication up until the phone agreement/deal/$500 down is complete. After that, it’s emails on their time and hard to get a person on the phone. You’ve got to learn patience. Delivery was faster than promised - that was a plus! The vehicle was brought via a 3rd party "Hotshot Trucking" carrier. The driver was prompt, nice, and gave us plenty of time to look over the car. I will say, look over the car and report ANYTHING damage-wise that you weren’t aware of on the Bill of Lading and call Vroom before signing for the car - maybe they’d be more likely to agree to remedy issues that way.
If you know what type of car you want, you’re patient, and understand your vehicle may have some dings not shown, then you can find a lot more vehicle (better packages, better equipped) for a better price than at a brick and mortar dealership. We’d probably be willing to use Vroom again - we’d just be super diligent when inspecting pictures before purchase and inspecting the vehicle upon delivery.
I gave 3.5-4 stars for customer service and friendliness. Both Andrew & Mac (the 2 gentlemen we spoke with before and during the purchasing process) deserve a 5-star rating; both great! Customer Service post-purchase, maybe 2-2.5 stars - super hard to get a return call or willingness to discuss issues with vehicle/pictures.
I give 3 stars for quality of work, because the vehicle is beautiful and drives great - but that 12" gouge either shows poor quality control in the reconditioning department or a deceitful photographer for not adding an imperfection photo.
Price is 5 stars. Better equipped vehicle with similar mileage for about the same out the door price (better in some cases) as the dealerships we looked at.
Length of Use: Less than 3 months
Bottom Line: Yes, I would recommend this to a friend
