Vroom Review: How It Works, Pros and Cons

I was initially very excited about this vehicle and eagerly put down a $500 hold based on the online pictures and the repeated assurances from the sales person that the $500 would be added back in once the purchase was completed. The car was shipped very quickly, which is an anomaly according to the other reviews I read. The delivery driver was great about communicating with me during the transit from Texas and I was able to meet him a parking lot near my house for easy offloading. As soon as I saw the vehicle, I was not at all excited about the color as it didn't look much like the candy apple red vehicle that I saw on the website (it was more of a maroon red). The car arrived dirty but that was to be expected as it was on the back of a transport trailer and it was raining. During my initial inspection I discovered that repairs had been done at some point to the rear bumper and the repair paint job was easily detectable to someone familiar with auto body repair work. There was no mention of an accident in the Carfax report, but that doesn't mean anything either. Overall though, the exterior was not too bad.

However, upon opening the doors and observing the interior, I was both surprised and disappointed by the lack of detailing and basic cleaning that went into this car. The interior was an off white color and it showed all kinds of stains and damage that I wouldn't have expected in a four year old car at that price. The deal breaker, however, was the black rubber tape (more like tar) that surrounded the inside of the top of the drivers door. Clearly, someone was trying to minimize the road noise that was coming through the top of the drivers door (right by your left ear) with horrible looking putty tape. A test drive confirmed the noise issue and I decided let my wife be the deciding vote (it was to be her car after all). She drove the car for about 25-30 miles and could not stand the road noise coming from the window.

We decided to have the car picked up and discovered that we would not get our $500 hold money back (I can't be too mad about that because it's in the darn contract, in spite of what I was initially told). The pickup was scheduled and within a couple of days, the driver contacted me for directions and pick up date. The driver missed his initial window by about 12 hours, but he was there before noon the next day. As soon as I sent a copy of the bill of lading, Vroom began to process my check. The check arrived within a couple of days, much to my surprise.

All in all, I would have to say that, other than the huge disappointment with the car they sent me and the loss of $500 for the privilege of test-driving their vehicle, the process was as promised. I wanted to be really mad about the $500, but that was my own stupid fault for not researching the contract more thoroughly. From what I read, the nightmare of purchasing an online vehicle may have been narrowly avoided by sending it back right away. I do NOT feel comfortable trying to buy a car on-line again...I want to SEE it and drive it without having to pay someone $500 for the privilege of looking. Anyway, I cannot say anything negative about the speed of delivery, pickup, or the reimbursement process, much to my relief, but it did cost me $500 for nothing but two weeks of anxiety and disappointment.

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

The process of buying was simple and easy, delivery was decent. That is where the fairy tale ends, was told they would do everything they could to make sure I was satisfied!

1. Paint damage in spots or missing, was told they would have it detailed! Detailing is nice but will not replace missing paint.

2. Window tint damaged in places, was told they would pay to have it "removed" not replaced!

Not at all what I expected, future purchases will be made at a dealership the old fashioned way, unfortunately.

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

As far as the buying experience goes, it was smooth and quick. After the papers were signed it went downhill.

They promise to keep you updated about the delivery. Every day I got an email from someone new. When it was 24 hours out I replied to the email asking for a delivery window (as is promised per their emails) and I received no response so I called the following day and all I got was "we'll have the drive can you soon with an estimate." The drive finally did and delivery went smoothly with him. I was less than impressed, however, that I had just spent the better part of $40K to be delivered a vehicle that was extremely dirty from the trip (to include a temp tag that had endured the bring if the storms along the route and was already falling apart) and to find that I had less than a quarter of a tank of fuel (under 60 miles to empty according to the onboard computer). So, on the day of delivery, before I could even "show off" my new purchase, I had to spend another $80+ to wash and fuel it.

It took over 24 hours for then to follow up on the delivery and that was only through automated emails. When I replied with my displeasure (via email and through their own surveys) I was again greeted with nothing but an automated response. Customer service is non-existent.

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

At this point in time, Vroom just has not got their act together.

Buying a car sight unseen is just not a good idea. The car I received was shipped with only one key fob. Our local ford dealer charges $179.90 for a replacement. The windshield is cracked, it also looks like it was sandblasted. No jack or tire changing tools. Why would anyone remove these? No fuel in the tank? Customer service is non-existent. There is a positive side. We saved a little over $4,000.00. As compared to our local Ford dealer.

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

The titling and registration process, however, is a complete nightmare! I am over 60 days waiting for my plates and the paperwork hasn’t been completed yet. I have made multiple calls over almost a month and they don’t tell you additional items are needed from you until you ask multiple times and your tag is expired. Then you have to wait for another tag while you can’t drive your vehicle. Let’s pray I get my plates before 2020.

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

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

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

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

Refund process was handled very quickly, which I appreciate, but I wouldn’t buy a car this way again.

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

I had never purchased a car online prior to this one. We decided to try it because we hated going and sitting in dealerships while they go in those back rooms and do whatever that takes forever to do back there. Overall, I liked the purchase process. They matched a rate from a competitor bank and they matched the trade-in from Carvana. My sales guy was awesome. BUT It took longer than expected to actually get the car (almost two weeks).

Upon delivery of the car, I noticed that the heated/ventilated front seats, heated steering wheel, and rear heated seats did not work. I immediately called customer support (which as a whole varies in the quality of the person who you get...most are not great at their jobs). The guy I got was great and respectful though. He wanted us to try to use the initial warranty you get with the car - to me this made no sense since it was delivered faulty...but that is what they made me do. They had me take it to a Chrysler dealership (they agreed to pay the $175 diagnostic fee). I then became a secretary between Vroom and Chrysler, which SUCKED. Everyone was slow, and I was trying to get it done before my 7-day return period so I could return it if they wouldn’t fix it. It was hard to get ahold of both sides. Terrible experience.

The problem ended up being RODENT DAMAGE - so much for that multi-point inspection they claim to do. The issue was going to cost almost $5000 to fix. AND as delivered, the mechanic said the car’s passenger-side airbags would not have deployed in a crash due to the rodent damage. At first, Chrysler told me it was going to be $500, and Vroom agreed to fix it. While doing the $500 repair, they found the bigger issue which was going to cost an additional $4000. Vroom then said no to that, and they told me to exchange/return the vehicle. I then had to go back and forth between Vroom and Chrysler to get the $500 of work Chrysler did paid for. Thankfully, Vroom finally agreed to pay for it - kudos to my support guy.

I found another vehicle that I traded the bad one for. They didn’t make me pay an additional shipping fee. Even though all of this happened, I would still buy another car online...but maybe not through Vroom. Also...word of the wise...before signing for the vehicle at delivery...do a full inspection, especially of the wiring under the seats. You never know what has been chewed up.

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

Will never recommend Vroom to anyone. I paid cash for a 2018 Mercedes Benz CLA250. Had to keep calling to see when the car was going to be delivered. The car was delivered to me at 8:30 pm, could not look over the vehicle. While driving the vehicle home, the service lights came on stating the vehicle was 134 passed due for service. Vroom was notified of this and instructed me to take it to a dealership to have a diagnostic done. After doing so, Vroom refused to pay for the repairs. Told me if I didn't want the car and wanted to do a buyback, I was responsible for the repairs. But if I keep the car they would pay for the repairs. In Vegas if I would have serviced this vehicle before selling it this all could have been avoided. Their representatives had attitudes because I wanted to return the car, because they did not honor their own contract agreements. Vroom basically forced me to keep this vehicle. I would have been out of another $1000 just to return the car from their restock fees and me paying for the repairs. So never again and never will I recommend Vroom.

I also reported this to BBB.

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