Vroom Review: How It Works, Pros and Cons

So yes, ordering online is convenient and easy, sure. Vroom's price is pretty reasonable for not being able to negotiate the cost of vehicles. Truly though, I would NOT use them again. The big issues are major ones in my book, and would deter me from using their services again.

First off, the delivery window is 1-3 days' span it seems, either your car can show a day early, day of, or day late without being able to talk input on what days work best for you and YOUR schedule as the purchaser. Mine was a day late, missing 3 days of work for a car I was unable to negotiate on, and without any kickback for their lateness really was terrible.

The second and nail in the coffin with me and Vroom's future business was the title and registration of my new vehicle to the state I reside in. Waiting for my vehicle plates patiently, I gave up and contacted Vroom 9 days before my temporary plates expired. 3-4 days later I was sent a generic follow-up email like they send you for each step of the process up to delivery, letting me know that the paperwork was submitted to my state licensing department and that my plates should be here within 7-9 days, or at least that's processing time. It is now the day my temp plates expire and they have nothing other then a "I'm very sorry sir" to bring to the table while I have a new vehicle that I cannot drive for the foreseeable future all because MY paperwork slipped through the cracks in their system. No kickback, no partial prorated refund, no extra step for you. You might as well bought a car at Walmart for as much customer service is helpful with follow up.

I would NOT recommend them due to their failures to provide an even half flawless and complete transaction.

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

During the process of purchasing my vehicle, I was contacted by the dealership that actually had the car. They were quite aggressive, insisting that I buy the car from them at a higher price and saying that they had never heard of Vroom (yet they somehow had all of my personal information). The dealership actually mailed me a contract and spam called my phone, insisting that I was obligated to sign their contract. It was so stressful and I could get no one at Vroom to return my calls. I finally got someone via email and was told to just sign Vroom's contract. There was no explanation or apology. I did buy the car from Vroom, as the dealerships were closed due to the pandemic and I needed a car. However, I would not do it again and I wouldn't recommend it to anyone. When the car arrived, to add insult to injury, it had cosmetic damage that I had not been told about. Not good.

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

Too risky of a buying process. It was "fun" browsing the vehicles online, but I chose one that was already sold - but not tagged as such. My second choice was made and the process zoomed forward - Application, Loan Offers and Approval, then set up for delivery. They contract for delivery drivers, so your vehicle can take 7-14 days. Mine took 10. Nice truck, until I looked at it more closely. Found a lot of stuff wrong, mainly minor, but stuff clearly not showing up in their pictures. The truck was absolutely filthy! The gas tank had only 1/8 of a tank - nice...$45 later, my tank was full. Then came the painted interior door panel (trying to hide scuff marks or stains?), USB did not work, food crumbs under back seat, stains on upholstery, a progressively flattening tire (lost 15 pounds while sitting in my driveway), and on and on. Test drive revealed a pulling to the left, both front tires wearing on edges, and some other under-the-hood items. I only drove it for 25 miles before I parked it for good.

I sent a detailed email to Vroom outlining the issues and had already made up my mind to return. They offered me some fixes, but I declined. After several attempts to move forward, the Returns Specialist did a pretty good job with that process. One issue I have to mention: the truck was scheduled for pick up at 7:30 am. Received a call that morning at 5:00 am waking me up of course. The driver said he has been outside my house for an hour honking. I responded by saying - it's 5:00 am, you're 2 and 1/2 hours early and I don't see anyone outside my house. He rudely contradicted me and I asked him where he was. He said Albany, NY. I live in southern Arizona. Nice job Vroom. Two days later, the truck was picked up without issue.

Overall, this process is not for me. I hate going to dealerships, but at least you can get in and drive it and discuss issues face-to-face, not with a customer service phone rep who doesn't know cars or people who don't return calls or emails. I will not do this again, nor try any other similar dealerships. 2.5 stars - probably should be lower.

Length of Use: Less than 3 months

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

They provided me with 60-day temp plates. Which expires today. And they have not even submitted the paperwork to the state yet.

Length of Use: Less than 3 months

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

I decided to go with Vroom after I purchased another vehicle from Carvana. Carvana was great but Vroom had more inventory of the vehicle I was looking for. The sales team was nice and professional. Vroom uses FedEx vs DocuSign which take a little more time but that’s no biggie. When my vehicle arrived it was not clean, but that’s to be expected when traveling across the country, So expect to have to wash it and gas it up. Vroom takes 4 to 6 weeks for the registration process. Carvana took about two weeks. I still have not received my plates after almost 3 months, but COVID is playing a role in that. My biggest issue is with vehicle itself. After the 7-day return period, I noticed the vehicle was riding very bouncy and stiff. I took it in to the dealership and they acknowledged the issue, but said there was nothing mechanically wrong. The only fix would be to replace the shocks. So I did. Vroom's warranty would not pay because there was nothing mechanically wrong. A few weeks later, the engine started stalling and skipping. I took it in, a spark plug was cracked. Vroom would not cover it because it is a maintenance issue. This caused me to question their inspection process of their vehicles as displayed on their website "peace of mind for the road ahead". I understand that I signed the paperwork after I read the fine print but I have shelled out over $3000 to fix a vehicle that I have had less than three months. And I still don’t have my license plates. Purchased vehicle on 3/11/20.

Length of Use: Less than 3 months

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

Upset, my tags are now expired, because Vroom failed to let their customers know that we have to smog our own car if we are from California. I’m here waiting for my license plate and nothing. I was never told we have to smog the car ourselves. This inconvenience is poor customer service. There are plenty of other auto dealers who will do this for you. Now I can’t get my registration unless I smog this new car I bought from them.

Length of Use: Less than 3 months

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

I enjoy the vehicle I purchased from Vroom, but the vehicle arrived with a chipped windshield. I had to wait over 10 days to finally get a resolution to the problem. Also, my vehicle did not come with an AM/FM antenna. Vroom now says that it does not come with one.

Length of Use: Less than 3 months

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

The online salesman was polite and very helpful, the documents where FedEx'd to me, I paid my deposit, the vehicle was delivered two days earlier, the transporter was very nice. Now here comes the problem - my trade-in vehicle was supposed to be taken by the transporter that delivered my vehicle, that changed finally after me calling numerous times and a transporter called me to schedule a pickup, which never happened. I called Vroom back, got transferred around, nobody knew anything, or could even brother to help me. I kept calling and kept being told someone would return my call, never happened. Now my trade-in Chrysler is calling for a payment on a car that I traded to Vroom. Finally after 20 or more calls I finally get a call from transporter to pick up my Chrysler after a month of waiting. This is horrible customer service. When you're purchasing a vehicle you can reach people, but when that part is done, everybody disappears on you. I am still waiting to be sent a copy of my paperwork that I signed doing the purchase process, how long does this take? I have my registration and plates. I want my copy of the paperwork as promised during the purchase transaction. Vroom sucks.

Length of Use: Less than 3 months

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

Working with Vroom was quick and easy and great customer service, up until the car was delivered. The car we purchased was misleading and falsely advertised and not what I had ordered. I thought I was buying a 15-passenger van, the selling point in the car. To my complete and utter disappointment, the van was only a 12-passenger. There were several 12-passenger vans very similar to the one I received with fewer miles and a lower cost. The only reason I bought this van is because it was a 15-passenger van. I immediately emailed Vroom to let them know the mix-up. I let customer service know the very next day of my dissatisfaction and they said they would have a supervisor call me the next day. Three days later, I sent another email. It has been two weeks and I have heard NOTHING from Vroom. There has been no communication at all.

Length of Use: Less than 3 months

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

Overall the purchase, to the paperwork and signing, was great! I even got my car earlier than expected, but once car arrived, it was dirty, it had no fuel, it had only one KEY, no owner manual, my car I purchased is a 2019.

The car has a crease in the passenger door that wasn't in the listing, and the tires on the rear of the car are down to wear marks! The front tires are of a different brand as well. So my car has 3 different tire brands and the rear tires are worn. And the door is damaged and non of this I was aware of!

And now that Vroom is aware of this and I have a ticket number with customer support, I cannot get a call back and it's been almost 4 weeks! I'm beyond irritated and wouldn't recommend them to a friend or enemy. If my car would have arrived with good tires and without damage to the door, it would have been a perfect buying experience! Or if they would fix what they need to and make what is only fair right! Because they falsely advertised my car and the dealership won't even rotate the tires on the back of my car to the front.

And the estimate for the door is $1,238.22 to fix.

One lady I spoke with at Vroom told me and said "do you realize you bought a used vehicle?"

I expected a vehicle to have wear and tear but not damages on a car that's only a year old.

Length of Use: Less than 3 months

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

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.

Length of Use: Less than 3 months

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