Vroom Review: How It Works, Pros and Cons

The process was easy, but their communication internally and with their pickup drivers was atrocious. It was a high-pressure environment to commit (typical dealer) but then ended up being over 3 weeks before we could actually get our car out the door. For one example, I got 3 calls within 2 days from 3 different people at Vroom to get a document that I responded very clearly that we would send it when it was available. It was generally just very unprofessional.

Length of Use: Less than 3 months

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

I have been in contact with Vroom Support and registration/titling/insurance dept. with no resolution after 12 days.

I contacted them 12 days ago that my temp/paper tag was expiring on 1/08/2021. They requested my Declaration page of my insurance coverage. I submitted it to them on the same day. So, I know they can respond quickly to emails.

I waited until the following Monday (1/11) to contact them again. No response. Sent another email on Wednesday. No response. So, I called on Thursday and the female rep was very apologetic and would have someone from Title/Registration/Insurance department get back with me. Never heard from anyone.

I sent a very stern email about my experience to Support and a representative said she would expedite my request to a senior person. She told me I should have a new tag before they closed on Friday. That would be 8 days with an expired tag. No one called, reached out; nothing. Crickets! Emailed them Monday and today with zero responses!

Absolutely unacceptable.

I have no complaints about the purchase, price, process of purchase, delivery or condition of the vehicle. But, we have had expired tags for 11 days now and 12 days of "processing" since first notification.

Length of Use: Less than 3 months

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

It took them 4 weeks to get me a check that didn't bounce, and didn't bother to reimburse me for the chargeback fee.

Length of Use: Less than 3 months

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

Purchase date: 12/09/2020.

Delivery date: 12/29/2020.

Initial Review date: 01/12/2021. Delayed delivery, misinformed staff, and extended delays in resolving issues by playing phone tag.

Update: 02/20/2021. Apparently, you need to get a full vehicle inspection done under 7 days, failing which they will not cover any issues you may find soon after. They redirected me to file a claim for rotors and brakes with 'Safeguard' who rejected my request as it was a maintenance issue. Their website says, "Multiple Inspections Our cars are inspected for safety, mechanical and cosmetic issues", but I have found the following issues:

On the day of delivery: 1) wheel alignment issues, 2) broken windshield wiper (resolved on 02/09/2021), and in less than a month of ownership: 3) low engine oil quality, 4) filthy engine and cabin air filters, 5) brake and rotor issues, 6) crayon stains on the rear inside roof.

I repeatedly fail to reach my customer service specialist over the phone and receive confusing email responses with a gap of 2 weeks between each correspondence. This is how convenience turns into a nuisance.

Length of Use: Less than 3 months

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

Vroom, April 8, 2021 - "This review will not post to our site until 4/22/2021 to allow this dealership time to resolve your issues."

I purchased a vehicle from Vroom on November 18th, and received it on December 4th. The car came with temp Texas license plates. The temp plates were set to expire on 1/29. No one called me about the temp plates expiring or what to do. On the night before they expired, I called the Customer Service Registration dept and they were able to issue a temp tag for another month, BUT first I had to increase my insurance policy to match the Texas state minimums. Vroom said they would reimburse me for this, but have yet to do so.

They are really very bad at being proactive towards customer service, definitely more reactive. Their excuse is the amount of volume of sales they are handling is creating too high of a workload for some reps that they literally just never respond, like Jose R., who was supposedly in charge of my reimbursement for my tires but never once called me about the matter.

My plates arrived in the mail on March 4th. I had to get my inspection done for the vehicle, so I brought it to a local Jaguar Dealership as soon they could make an appointment for me because I was also getting an alert about my blind-spot monitors failing and an alert about service due in the next 1000 miles (all within the first 90 days of owning the car, really not good).

The dealer couldn't find any service history on the vehicle using the VIN.

The service for the 32000 miles on the F-TYPE is $750 plus $150 in parts, so $900. Vroom says this is on me, and won't cover a penny, not even split it with me or nothing, no negotiation on it.

The dealer performed a full inspection on the vehicle and everything turned out ok, with one exception. They sold me the car with the wrong rear tires. The tires in the back of an F-TUPE are supposed to be staggered, and my tires were the same size on the front and back. The dealer charged me $610 for the tires and $250 for an alignment because the car was also unaligned.

The repair quote for the blind-spot monitors was 2800 plus tax. SafeGuard Premium Warranty was purchased for the car, so I contacted them, and they did pay $2100 of the total $3100 bill, so about 2/3.

I had to pay the remaining balance, $900 to cover the balance of labor time and parts they didn't want to pay.

So received the car on December 4th, and by April 4th I have paid in total:

1. $3100 for blind-spot monitor repairs (SafeGuard Warranty paid $2100).

2. $79 for an increase to my insurance to match Texas policy minimums for 2 months (not reimbursed yet).

3. $900 for 32,000 vehicle service for the car (refuse to reimburse or even meet halfway).

4. $860 for the correct tires (they are reimbursing $860).

Honestly, I shouldn't have to be getting service alerts 2 months after buying the car AND be responsible for that cost. Vroom should be covering things like this or at the very least meeting the customer somewhere in the middle. These things should be caught by your teams that are inspecting the cars and making sure they are handled before the cars are listed available for sale so that your new unsuspecting customer doesn't buy a car and 2 months later have to fork out a payment for vehicle service.

Vroom also NEEDS to take a pro-active step to try and reach out to customers with temp tags. If you find that the customers have an upcoming expiring tag, the reps should prepare the customers so that the temp tags can be sent in time, not in such a manner which Vroom seems unprepared for this. Especially being that it's not a unique issue, this is an ongoing problem spoken about on Vroom's Facebook comments.

Vroom's staffing is very courteous but lack serious training. I hope they do something to improve on this because otherwise this company is bound to fail because the customer experience is NOT better then just going directly to a local dealer.

Length of Use: 3–6 months

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

The sales process for purchasing my BMW i3 was great and a lot less painful than other dealers, and unlike other reviews, my car was delivered very quickly.

However, that is where my great experience ends. Once I got the vehicle it became quickly evident that they sold me an electric vehicle without the charging cable that comes standard with it. This oversight literally prevents me from driving the car. They are sending a replacement charging cable, but very frustrated with that.

Additionally, the car interior was not in the pristine condition the pictures showed with a gouge in the steering wheel (not pictured), and the cloth seats look a lot more worn than the pictures led on. Pictures were very misleading.

Lastly, now 3 days into having the car and the check engine light for the gas engine has come on. Not sure what I am in for on that, but doesn't seem positive since I just got the vehicle.

Very frustrated with my Zoom experience. I would not recommend at this point.

Length of Use: Less than 3 months

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

I have never experienced a bait and switch before I applied for a 2014 Cadillac CTS. I applied for financing through Vroom with a trade-in and the purchase summary gave me a 6.79% interest rate and a $383 monthly car payment. I spoke with my sales agent (who was very pleasant to work with) and he stated I would need some other documents uploaded, which I did, and a $249 deposit to hold the car, which I did based on the purchase summary I saw. The next day when I checked to see if all the documents were uploaded, the purchase summer changed to a finance company that gave a 17.74% interest rate and a $516 a month payment for a total of $37k for this car.

I talked to the sales agent and told him that is not what I saw when I put the deposit on this car, which I would have never given for the rate that I now see. The agent stated he didn't see a quote for the 6.79% but would try to get my deposit back. The deposit refund was denied and I feel Vroom took advantage of my sub-par credit score and ripped me off for $300.

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

Vroom actively looks for cars available on the market and lowballs bids on everything. If you have a car up for $10,000, they'll offer $3,000 and see if you bite. They send you text messages forcing you into their system to collect your personal information as if you solicited them for their help, when it's actually the other way around. Don't bother responding to their inquiries if they try and contact you regarding buying a vehicle, unless you just need very quick and low value cash.

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

I have been watching a specific car on Vroom, the price dropped a few thousand dollars so we decided to purchase it. It was advertised as a 2012 vehicle with under 5000 miles.

Although it seems hard to believe it only had about 5000 miles, I know it's possible that it could be true since they focus on low mile, quality cars per their ads.

We were going through the buying process, put down the deposit and I finally get a call back from somebody to let me know that there was an error and the odometer reading the car actually had almost 50,000 miles

Oops, off by one digit. I told him that we would no longer be interested in the car and told them to cancel the deal.

My husband and I talked and we decided that if they would give us a little bit more off the price now since the car such high miles, we would still go ahead and purchase the car. Or, if they would throw in an extended warranty to cover issues since it did have about 50,000 miles

The sales person argued with me about the fact that it was a human error, and that they did not drop the price on the car originally which they did. I have pictures of it and said that they would not be willing to do any deals.

So as a result of the error on their website, there was nothing they were going to do to accommodate a potential buyer that was still very interested in the car.

I go back in today to look at that same car to see if they put it back in circulation. Lo and behold yes it's back in circulation and the prices jumped back up $2k!

There's been nothing but shady activity going on from my experience with them, so buyer beware.

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

Deliver was a disaster and over five hours late. The truck had over 50 miles on it more than the invoice. Damage to the interior from cigarette smoke and stains. No temp plates and missing an extra key. After three days of ignoring my inquiries, Vroom agreed to pay for a cleaning only. AVOID VROOM and buy from a dealer. At least you know what you're getting.

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

I filed a complaint with the Texas Attorney General this November 2016 against Vroom for deceptive business practice involving extended warranty service. (See below).

You have received this email based on a Complaint submitted to the Office of the Attorney General.

Please review the attached documents and reference the Complaint Number in any follow-up correspondence you may wish to send.

Your complaint number is CGS-18705.

Consumer Protection Division

Office of the Attorney General

If a business entity was that unconcerned about committing such an odious practice, logic dictates that you, the consumer, ask yourself the question; is that a place you should trust?

I thought I could, in fact, I was assured and reassured by the company’s controller after I expressed my dissatisfaction over Vroom's Finance Manager's deceit, that he would correct it.

As it turned out, it was another lie. He did not.

The warranty provider Safeguard, to this day, has not provided the copy of my warranty coverage, which I have requested multiple times.

The car I bought, by the way, is a 2013 BMW 740 Li.

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