Vroom Review: How It Works, Pros and Cons

It started off a great experience, everyone was very helpful and nice. My new car was delivered exactly when they said it would. Communication was great. But as soon as my car was delivered and they took away my trade-in, things have quickly turned into a nightmare! It has not been over 3 weeks and they have still not paid off my trade-in. Keep hearing the same old story from them that this is not usual...and that they will call me back, which they never do. This is completely unacceptable.

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

My name is Ashley Murariu. When I first began looking at Vroom's website it seemed like the website was a great way to buy my first car. I picked up the phone and called a sales rep, his name was Devon. Devon helped me buy a 2013 Mercedes-Benz C class. After speaking with Devon the contract came in just a few short days and the car came soon after, but this is where the problems started. I signed the paper for the vehicle, got into the car and the engine light was on! I had to drive the car to my local Mercedes dealership where they did not want to give me any information about the vehicle and why the engine light was on. Later I found out that Mercedes-Benz never recalled the vehicle and Vroom has sold it to me with the engine light on and everything.

I immediately began calling Vroom customer service numbers and I spoke to Chelsea Rice. Chelsea said she'd send over all the information to my loaner about the new vehicle I wanted to swap out with the Mercedes-Benz. Well, this process took almost a month, I waited and waited and never heard anything from anyone working at Vroom and every time I called they kept telling me that I needed to be patient and that they needed to wait for the bank. Finally, after almost a month of not being able to drive the Mercedes-Benz and not having a car at all to drive, I finally received a call from someone named Patrick. Patrick took down all my information AGAIN about the vehicle that I wanted to swap for and after many weeks of waiting, Christmas day I received the vehicle. I was reassured by Patrick that everything would be sent to my loaner and everything would be updated and set up for my payment and I thought the worries were going to finally stop. Although I just received a call from the bank I am financing the vehicle with and they asked me for my monthly payment on my MERCEDES-BENZ C CLASS! I am now currently fighting with Vroom and everyone on the phone because every person is telling me that my loaner has received the new contract but my bank has said that they didn't. Clearly someone doesn't know how to their job.

Vroom has done nothing but ruin my first experience at buying my very own car. Every single person I've talked to did not help me at all and they don't do their jobs nor try and help their customers. Please, if you're thinking about buying a car from Vroom, DON'T DO IT! Save yourself the stress and headache. Vroom is not a good car dealership!

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

"Louis" at extension 4054 makes endless and false statements! I challenge management to review every one of his "recorded" phone calls, and look to see how long it takes for him to process a return! I called ONE day after the arrival of my initial vehicle requesting a return (and promised, 7-day satisfactory guarantee refund) and it took HIM more than 7 weeks to "swap" a different vehicle for me! This caused me excessive and unnecessary rental car fees. THEN after MANY phones calls, promises, reassurances, and more LIES, he guaranteed a refund check had been made to the bank for the promised refund. UNBEKNOWNST to me, I was THEN sent to COLLECTIONS! I have NEVER been late on ANY payment, EVER! I had to call the bank myself and was advised that Vroom/Louis didn’t even contact them until that given day, which was yesterday, to cancel a loan from NOVEMBER! EVERY single time I called to confirm the back loan had been refunded and promises were made that it had (I phoned over SEVEN times), Louis always made promises to call me back and NEVER did! Vroom will call you endlessly, SEVERAL times a day to get you to purchase a vehicle, but will NEVER do what is necessary thereafter! Yes, one may think the 7-day guarantee is a reassurance for a bad purchase...or in my case, a "one-owner" vehicle that was a RENTAL car! But don’t be fooled but the 7-day guarantee, you will end up without a vehicle for months, excessive rental car fees (so you don’t exceed the 250 mileage) or going to COLLECTIONS because they did not refund the original loan from their suggested lender...and get this...that particular vehicle that I returned and they did not refund...has bee RE-listed on their site for sale for 2 WEEKS! Sounds like fraud to me! In this case, I still own the car; as the loan and title are still in MY name! Do not WASTE your time with these EMPTY promises!

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

I contacted Vroom to buy one of the cars on their website. I asked it it had everything. The salesperson verified that it did. I made the purchase and when I received the vehicle it only had one key and did not have the remote for the DVD player. I contacted them about the items. They said that the vehicle only had one key and that was in the documentation. I looked carefully at the online documentation and in the paperwork that I had and it did not state that there was only one key. However, they stated that the remote for the DVD player should be there and that they needed to provide it. I haven't heard back from them regarding either issue. I ended up returning the vehicle because I did not want to be stuck with a vehicle that did not have all the equipment it should have had. The equipment (key and remote) would cost me approximately $800.00. Who is going to spend thousands of dollars on a vehicle only to be hit with an $800.00 bill? It's going to cost me $450.00 to return the vehicle but it is better than paying an additional $800.00. Buyer beware!

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

BUYER BEWARE!!

UPDATE 01/16/2020: Don't let their canned responses to reviews like this fool you! They called me to say there is NOTHING they are willing to do. This car has clearly been in an accident in the rear, and Vroom refuses to remedy the issue! If you are looking to purchase a car online, I highly suggest one that calls out ALL of the damage on the car! If Vroom wants to step up and do the right thing, I will update this review.

I will let Vroom respond and I will provide updates if they choose to take care of the HORRIBLE repair job that was done previously on the car (2018 Audi S3 @14k miles).

While the first purchase in Vroom happened in 2018 and was an overall decent experience, my second purchase in late 2019 was a terrible experience. First off, the sales portion of the transaction was fine. After I decided on the car and purchased it, everything went downhill.

Delivery:

This was terrible. There was 0 communication from the purchase on when the car was going to be delivered. After about 2 weeks of waiting, I received a call and email stating the car was coming the very next day. The morning of the next day (Friday) I received a call saying the car was being delayed until Saturday. Later on Friday, I received yet another call stating the car was in fact going to be there Friday night. This is difficult when you work for a living, especially if you have a life outside of buying cars.

Issues:

When it was delivered, the car came FILTHY! It literally looked like it was a flood-damaged car. The car was delivered in the Midwest, and there was no way to get the car washed as all car washes were closed due to the weather. On top of this, the car came with summer tires only (not stated anywhere).

When you receive a car that you cannot see any damage, and you can't even drive it, it is difficult to commit to keeping it. However, I warmed up my garage over the next few days and tried to clean it up to check for damage/paint.

I found many poorly repaired spots on the car with some dents. I contacted Vroom within the 7 days and they agreed to repair what I did find - however, it was like pulling teeth! While the car was in the shop and undrivable for the first 3 weeks I owned it, I could not look it over more. When the car came back from the shop, they pointed out the rear bumper was one of the worst hack jobs they have seen! Mind you, this was a $36k Audi, next to "new" Audi that I couldn't actually look over properly because of the condition the car came in.

Once the reimbursed the body shop for the repairs they initially agreed to, I contacted them about the rear bumper. Vroom has not returned my calls/emails. They have CHECKED OUT. After repeated attempts, they have not returned my emails/calls.

Overall, I like the car, but the damage was not disclosed (they tout "Clean CarFax" what a JOKE!). Not only was the damage not disclosed, there was no way for me to see the damage when delivered!

I want the rear bumper repaired by a professional, not the spray-paint Vroom used to take low-res pictures on their site.

I will update this review if Vroom decides to do the right thing, and repair the damage not disclosed for a repeat customer.

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

Bought a 14k mile BMW M3 with a bumper that was substandardly repaired. Also all 4 tires started leaking air from the rims because the finish is coming off from the inside of the rim. I had no way of seeing this damage when the unit was delivered. Vroom did repair the bumper and the 1 tire that I knew was leaking. They had me sign a document releasing them from the situation. The 3 other tires started leaking the week after and I had to have someone disassemble all 4 tires to find out they all 4 had the leaking issue from the interior wheel damage. Vroom now refuses to assist with the issue. I do not recommend. Poor quality standards.

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

I had nothing but a terrible experience with Vroom from start to finish. I purchased a 2015 Jeep Wrangler Unlimited from them. The issues started with the delivery when the car was delivered a day late. They never kept me updated on the delivery status but I instead had to keep calling and was eventually told it would be delivered the next day. Once the vehicle was delivered the only place I ever drove it was straight to the Jeep dealership near me. Vroom did not fix the outstanding airbag recall on the vehicle prior to shipment and because of the return policy, I wanted it inspected. Immediately it was discovered that the radiator was cracked, the rear axle seal was leaking, there was a nail in the tire, severe rust damage to other parts of the vehicle, and a great deal of other problems totaling about $5,000. I contacted Vroom and was advised to return the car as they would make me jump through hoops to get any of the necessary repairs approved. I began the return process which I was told would be "painless" for me. Wrong again. I was told the vehicle would be picked up Monday. Monday came and went and nobody ever contacted me to pick up the vehicle.

After countless hours on the phone with them and only under the threat of lawsuit did Vroom finally get a driver to pick up the vehicle, once again a day late. I spent days getting the runaround, was completely lied to about the "inspection" that is performed on the vehicle and was sent a car that was physically unsafe to drive from the moment it was delivered. Vroom intentionally dodged my phone calls and questions and made this process as difficult as possible in every way. Only after threatening to sue for the intentional infliction of emotional distress was any action taken by them. I am absolutely disgusted and appalled at their business model. Do not buy a car from them, they are cheap because they are completely unsafe. Spend the extra money at a REAL dealership.

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

I purchased a 2015 Porsche for $40,000.00 and 24k miles.

1. The Carfax and the advertising on Vroom identified that the car had 5000 miles and 9 months remaining on the factory warranty. This was false. It had expired 1 year earlier.

2. The car arrived filthy dirty with mud on all 4 tires.

3. The windshield had a 16" crack across the front that was not in the online photos nor noted in the advertising.

4. When I took the car to a Porsche mechanic to inspect, the inspection revealed that oil was leaking from the oil pan and had a leaking gasket and plug, and at least two sections of the car had been repainted.

Other than that, the car is beautiful.

I contacted Vroom about having the windshield replaced. I also sent them an estimate from the Porsche dealer, as I have read and have also been told, do not let a non-Porsche trained repair company handle the replacement. That was 6 days ago, and now I must decide on the 7th day if I want to return the car or not. I have nearly $1000 invested thus far in inspection and cleaning fees. Needless to say, I am not happy. Further, Vroom is pushing a non-Porsche specific vendor for the window repair. I could have done better on Craigslist, on my own.

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

The purchase of the vehicle was quick and efficient, completed within a few days. However, the trouble really began with the delivery of the vehicle. I was told I would receive daily updates during the transportation period, which I did not. The first "update" I received was the day before the delivery was originally scheduled. The support team informed me that my delivery had been delayed with no explanation as to why. What made matters worse is the team members I spoke to didn't seem to care about the impact of the delay nor concerned about remedying the situation. This became the norm over the next few days as I continued to receive news that the vehicle was further delayed with each passing day. After several calls to the support team with unclear updates, I asked to escalate the issue to a supervisor. Once I was in contact with the Supervisory team, there was a clear difference in the way the staff handled the delay. The supervisors I was in touch with were much more professional and helpful, followed through with communications and showed concern for the continued delays. They were able to get additional information about why the delivery continued to be delayed, beyond the 10-14 day window Vroom touted throughout the purchase process and stayed in touch through the remaining delivery experience.

On the day of delivery, despite the numerous confirmations of the scheduled delivery window, the vehicle showed up outside of that delivery window with little prior communication. The vehicle was filthy on the outside (not incredibly surprised due to travel), however, we were surprised by the number of dings and scratches discovered on the vehicle. The interior was unkempt and smelled unsavory. We even found personal items from the previous owner left inside the vehicle. This created concern that the vehicle was not inspected at the level Vroom indicated in previous correspondence.

There have been several reviews left for Vroom online that were unfavorable but I was hopeful those were the exception to the rule. Unfortunately, my experience seemed to mirror many of those unfavorable reviews. I am extremely disappointed by the level of service provided and after having the vehicle in possession for nearly 2 weeks and reaching out to Vroom concerning this experience on several occasions, I still have yet to hear back from a representative regarding any of my feedback.

Not only will I not be returning as a customer, I would not recommend Vroom to anyone until there has been a clear overhaul of the customer experience.

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

Super deal on cars. Horrible follow through, closeout on documentation and communication beyond delivery. Buyer beware. It has taken me well over 100 days so far and I know for a fact that my state had registered and plated the car almost 40 days ago.

The Vroom team hasn't reached out to advise of the situation, rather I am calling them, reminding them and trying to speak to anyone in charge who can close the deal simply by getting me my registration and license plate.

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

Terrible overall experience. I purchased a Lincoln Navigator from Vroom instead of Carvana, because Vroom's pricing was better. I now wish I had just paid the higher price and gotten better customer service from Carvana.

The customer service is just slow and only gets worse after they have your money. They missed every single deadline by a significant margin. Submitted for financing and to buy the vehicle. Was supposed to be contacted within 24 hours. This did not happen so I had to call them and wait on hold for an extended period to actually get the car reserved. They told me they would overnight documents to sign and assured me that even though it was later in the day the documents would be there the following day. Turns out they didn’t even get dropped in the mail until the following day.

I signed the documents and overnighted them back with payment. Was told I would receive a congratulatory confirmation email within 24 hours of the docs being delivered. This never happened. In fact, I had to call multiple times over the course of the next 5 days to get confirmation.

The salesperson had told me we would have the car in 10-14 days and Vroom burned 5 days just sitting on the docs. From the point of confirmation, it was another week and a bunch more phone calls before the car shipped. They claimed it was in "inspection" and could not give an ETA on when it would be out. Once the car was delivered to the local hub they were supposed to call and set up delivery. This did not happen and again I had to call and track down the car again and was again told it would be a couple more days even though the hub where it was sitting was 15 minutes from my house.

The salesperson on the phone told me the process would take 2 weeks, it ended up being over a month.

And the headache isn’t over, the car came with a temporary tag which is now 2 weeks from expiration and I have not received a new tag. Called Vroom again and was told they were still processing the docs and could not give me a timeline for their completion, other than that it would take a month to receive the new tag once they were complete.

I am now left with either being without a car for at least 2 weeks or going to the local DMV to get another temporary tag.

This has been a poor experience all the way around. Vroom does not stick to any of the timelines references in their marketing material or by their sales or customer service teams. Sure you might get a decent car for a good price, but it comes at the cost of a massive headache and hours and hours spent on the phone following up with them.

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