Vroom Review: How It Works, Pros and Cons

Do not buy your car from these crooks, you will regret it. Read the reviews, all of the reviews, not the BS good reviews they post for you to see. Stay away from this company! Far away!

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

I thought this was going to be a great experience and then things got ugly when my Jeep was delivered. First of all, the battery was dead and needed to be jumped to get off the trailer. Not a big deal but the battery would not hold the charge so I needed to replace it on day 1 for $260. Then while driving it for the first time the right tire was making a whomp whomp sound as I drove. So I had to spend a half-day having the Jeep inspected. What was thought to be a bad barring turned to be cupped tires. This Jeep has 35-inch tires with 15 mm tread and tread was measuring uneven and 4 mm, Firestone Tire recommended replacing all 4 tires. While purchasing the vehicle I was told over the phone the tires were basically brand new and it Vroom's policy to replace any tires under 40% tread. So I sent the report and estimate and photos to customer service and they claimed the report was insufficient and the photos that showed 4mm of tread with a ruler were not convincing. I was told they felt the tires were fine when they shipped the Jeep. I guess they lost over 15% tread on the trailer being delivered. Now I have to spend $1800 on new tires for $30k Jeep I bought because Vroom lied to me. On top of that, there is a puddle of oil in my garage because the rear main seal is leaking. They are nothing but a slick used car sales company with no face to face accountability and hide behind emails. DO NOT BUY FROM VROOM.

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

The overall experience is unprofessional and frustrating and I feel mistreated and taken advantage of.

The initial customer service was ok, they have the setup right but the execution is far below standards. After I chose my vehicle I still had to haggle final pricing and excessive added fees that reminded me exactly of any other dealership I have dealt with, so the experience was not as advertised. The trade-in value for my former vehicle was good but the purchase vehicle price was over market value until I waited long enough for it to fall to an acceptable level, just like any other dealership. The "scheduled" delivery dates changed 5 times over 14 days and when the final delivery date was set, I had to take off work because there was a 12-hour window for time of arrival. After calling 3 times throughout the day to attempt to determine the delivery time and being promised by the "delivery specialist" that it would arrive that day it was rescheduled for the following day. This required me to take another day off of work to receive the vehicle. The delivery team failed to ensure the delivery of the vehicle and failed to properly update me with the needed information to save me the trouble and time. Regardless of the driver and dispatch company's failures I was never updated and had to prompt the Vroom team constantly.

Then when I finally received the vehicle it was so incredibly dirty that I couldn't properly check it for damages. I had to wash the windows just so I could drive it to the car wash and wash it three more times before I could see the paint and accessories. I was told the vehicle would be detailed when it took you 5 days to do the inspection prior to delivery. And that it would be shipped in a closed container to avoid further dirt and damage while In transport just like on the TV commercial. That was a blatant lie.

Then on top of it all, I was told they would have my trade-in truck picked up at the same time as the drop-off. However, they left it at my house for 5 days. When I called to ask about this your customer support told us "it happens" and I should await another "scheduled" pickup. Only to be surprised to receive a call from a truck driver that they were awaiting my arrival on a vehicle pickup that I was never informed about. This is unacceptable and I have no recourse for this bad business. I have requested resolutions and shipping cost refunds, or anything else other than worthless apologies to no avail and I am at a loss for what to do next.

Vroom is happy to take my money but once the paperwork was signed I have been left in the dark and at their whim to the entire process. They took the maximum allotted time with minimal effort. Other than the pointless verbal assurances, the written promises were loosely upheld and followed. The inventory and accessibility is the only benefit to the company model. They offer sub-par shopping experience and need to focus more on customer service and inclusiveness. As an online company, they lack the physical "handshake", comfort and reassurance offered by standard brick and mortar dealerships, so some type of trust is imperative. I had so much hope and expectation of this being a happy experience but I am left with a bitter taste in my mouth. I guess I just expected too much in this day and age and Vroom is just another disappointing example.

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

Everything was positive until the delivery of my vehicle. Given it's transported on a truck, I expected the car to be dirty on the exterior, but I don't think it's acceptable to have the interior disgusting and appear just as the previous owner left it. Their contact information was still saved to the console (privacy issues, anyone?)! The car was delivered with the low fuel light on so I immediately stopped as a station to fill up and knew something was wrong. The car wouldn't allow more than 3 seconds of gas to pump at a time. I tried multiple stalls thinking it was a gas station issue, but it turns out it was the vehicle. I bought a 2018 BMW and assumed it would be thoroughly looked over before delivery since Vroom claims each vehicle is "reconditioned." Between the filth/interior smell, lack of gas, gas tank issue, and rattle from damaged panels in the back, I'd assume this BMW sat on a lot after being purchased at an auction and wasn't touched again until it was picked up to be delivered to me.

Fortunately, I live close to a BMW dealership, but I spent an entire business day worth of my time going back and forth between all of the issues. I had to pay out of pocket to have the panels inside the car repaired (not warranty) and the burden of proof of the money I spent to clean the car plus the warranty work was on me to provide to Vroom. Barely an apology or acknowledgment of the time/effort/headache I had to deal with over the two-week process of getting everything fixed. I was never compensated for replacing the micro air filters to remove the musty smell.

Then it takes nearly 3 months to receive my vehicle registration/tag. I specifically emailed the customer service/registration team advising them to update my address and no longer use the prior for mailing. What do they do? FedEx my tag to an address I haven't lived at in two months and don't even bother to tell me they sent it. Fortunately, the new resident contacted me but let's add another inconvenience of me driving an hour across a city to resolve another oversight/issue from Vroom.

I would imagine if you're lucky enough to receive your vehicle issue-free, then this could be an easy way to buy a vehicle. But there's no guarantee, even when purchasing a newer model car, that Vroom has actually done their job at reconditioning on any level and that you won't experience a similar nightmare.

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

By far the worst experience buying anything! I’m talking about worst than dealing with the cable company or your local DMV or haggling a foreigner in a 3rd world country. I bought a beautiful sports car that you have to try to really hard to screw up the sale. To start, the advertising was misleading, the one owner was a rental company! Secondly, the car was poorly repaired multiple times that you could see spry paints under the bumper and thick bundo peeling off after a few drives - we’re talking about a 2018 Infiniti Q60 here not a used lawnmower. The tires installed were wrong tires - against the manufacturer's recommendation - and the cheapest possible, Lionhart tires. The rear breaks were worn out, the gas tank was empty and without the floor mats. All of this was brought up with Vroom and the complaint was rejected.

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

After a rocky start to new truck ownership, Vroom is making it right. My truck showed up with some damage that wasn’t reported before they delivered it. It wasn’t really bad but I still wasn’t happy. It wasn’t what I was expecting. It took a few phone calls and emails but Vroom is owning it. I had an estimate done and it was approved the same day. Thank you, Jessica and Diane, for seeing me through and winning over this customer!

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

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

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

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

I purchased an Audi A5 2016 on November 8th, 2019. It is now December 6th, 2019 and I STILL do not have a drive-able vehicle. The delays in the purchase because the original salesman was "out of office" multiple times with no responses which somehow became my problem and took 2 weeks alone. When I finally had enough and went through someone else with Vroom the paperwork was done within a couple days as I expected originally. However, during this time I was forced to spend over $500 in a rental car. I then forked over another $500 for shipping which said it would be delivered on the 29th of November. I then got delayed 3 days and received the car on the 2nd of December. When the car was delivered the driver said "I could have had it here sooner as I worked every day and this has been sitting on my lot since the 26th with no information from Vroom"...Great.

The car came, a couple of small chips in the paint which I could understand being used and didn't make it a big deal. Continued to inspect the car and felt some shaking in the left front wheel, drove it around and sounded extremely loud. From there I knew I needed to get an inspection and paid OUT OF MY POCKET to have this inspection done ($149). The mechanic said it was in decent shape overall, some rust underneath (which, being fair, is to be expected being a Florida car), however, he said something didn't sound right on the test drive and believe it be alignment and wheel bearing. Upon further inspection he found the left wheel bearing totally shot and advised me NOT to drive the car at all or it will do much further damage to the rotors, breaks, bearing and alignment which I agreed.

Here I am 3 days later, still waiting for Vroom to tell me what to do on this, without a car again and had to pay another $120 for a rental for this week not knowing how else to get to work. The customer service team has no means of communication between each other, I completed a call with one agent and another called me just minutes later starting from scratch and having to reexplain the whole issue. I was promised a call back after providing the quote and never heard back, when I called the next day the person had no idea and says oh yea I see some document here but it won't open...WHY would no one call me to share that so I could resolve it which I did within minutes.

I've now spoken to 4 different persons from service with NO resolution on compensation for the whole thing or how to get my car fixed. I find this extremely disappointing as I was excited and am a very reasonable person who works in the service industry and never complains until it hurts my pockets deeply. I'm now $648 in rentals in (to be fair I would have paid 1 week on my own so only ~$500 Vroom's fault), paid a mechanic $149 to inspect and Vroom is refusing to compensate for any rental. They did compensate for the bearing which is their attempt to get me to keep the car only and not any actual service recovery based on the issues faced. I'm still in the hole an extra ~$650 due to extended rentals and mechanic fees.

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

Unfortunately, this was my 3rd purchase from them and the last 2 were damaged during delivery. They did eventually cover the first time but now the second time they will not do anything. Very poor customer service especially for a customer who bought 3 vehicles from them. So basically I was charged $500 for shipping, cost me an extra day of work and now need to repair car myself.

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