Vroom Review: How It Works, Pros and Cons

I'll stick to buying cars in person.

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

Ok, this is the worst company I have ever bought a car from.

First off, they will take forever to get you the car and they do tell you that upfront. So, if you need a car ASAP, go to a local dealer. Plan for 10-14 days before the car will be delivered.

Delivery was another crap show. Delivery company called me at 3 pm and told me the truck was 30 minutes away. I left work early and made it to the meeting spot in 20 minutes. I waited and waited. After several calls with the dispatcher and 5/12 hours later, my car finally showed up on a tractor-trailer transport. (Instead of traveling the most direct route to my home, the driver apparently decided to take a tour of the Washington DC Beltway, at 4 PM).

I had initially requested to have the car delivered in the enclosed transport option and they charged me the $300 additional, but still sent it on an open carrier.

Lastly, the car arrived with fresh new damage from the idiot who incorrectly strapped it down and let one of the straps flap in the wind and beat the side of the car for 2000 miles.

Furthermore, the car was filthy dirty due to the several days of on the road transport. (Main reason why I asked for a enclosed trailer. It was winter.)

I have now been trying to get a refund for the $300 for over two months. Vroom claims the money was used for "Negative Equity." Not sure what that really means, but there is nowhere in my contract/bill of sale which reflects the $300 was credited to my account. I am now in a dispute with the credit card company over this.

Anyone who uses this company to purchase a car online is asking for trouble. Stay far away from this place. They do have a large selection to choose from and that is the only benefit of using them. I purchased a Shelby Mustang and using Vroom allowed me to search a larger inventory rather than going to a bunch of dealers. Other than that, my experience with them was absolutely not what I was expecting. If you do choose this company, good luck, you have been warned!

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

Had to call countless times to find out why I haven’t received my plates and registration yet.

Took delivery of the vehicle on January 1st, 2020, today is March 10th, 2020 and I still don’t have plates.

I received a call back from an employee who had an attitude and hung up on me.

DO NOT PURCHASE A VEHICLE FROM THESE GUYS.

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

Sent me a car that wouldn't turn on. Delivery driver had to jump it to put it on and take it off the truck. Getting it repaired was a hassle. Multiple reps telling me different things. Customer service was rude and didn’t seems to care. I wish I would have gone to a dealer. Also, they push their insurance packages hard. They say they don’t make a commission on the sale of the car, but you can telI based on how hard they push the supplement insurance that the commission comes from the add-ons. I wouldn’t recommend Vroom.

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

I'll break my review into three parts:

Pre-Purchase:

- Great! Everything was smooth, my online salesman was helpful without being overbearing.

- Contract signing is done via overnight FedEx - wish this was digitized.

Post-Purchase:

- Didn't get regular updates on prep status - the status of the car before it's picked up to be delivered.

- It took them 4 weeks to deliver the car - communication was poor, had to call in requesting updates - even escalated to a supervisor that promised me regular updates, never happened.

Post- Delivery:

- Car was dirty (expected on an open carrier, not a big deal).

- Check Engine light on.

- Tire Pressure Monitoring System Error light on.

- Vroom expects you to chase down shops, quotes, facilitate all legwork for diagnostic and repair work.

- Approvals and Payments for repairs were timely - IF you call and make sure they take care of it immediately.

- Generally unresponsive to email responses on "support tickets."

- Put a lot of work on you to get the car registered in your state.

Over-all not sure the convenience factor they hype is worth it. I was shipped a broken car - incredibly disappointing. Took four weeks and daily calls for updates to receive the car. I have to call multiple times a day to be sure work is actually progressing on my support tickets (car is still not fixed presently).

One day of inconvenience at a local dealership ends up being way less of a burden then this hassle has been (and still is).

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

I am not one to leave bad reviews. In fact, I co-own a company in an industry where I understand how reviews can really impact your company. However, this experience took me to a point that I cannot NOT write a review. I put $5k on my GMC. I was told that my delivery would happen within 10-14 days. Day 10 and I still didn't hear anything. I kept calling and the same response was "Your car is being prepared, we will update you once it shipped." Finally after the 20th time of calling over a 10-day period (after the initial 10 days), I was not only given any information. I was also hung up on twice after asking to speak to a manager. THEN I was told my vehicle would be here on a MONDAY. Monday comes, no delivery and no information from VROOM. Then I was told TUESDAY. They again had no information and NO DELIVERY. Then finally on the third delivery attempt. NOPE, just kidding, no delivery and no information.

FINALLY, on the 4th delivery email, I finally got the vehicle. But that's not it. The vehicle didn't come with two keys as I was told it would. Also, the vehicle was extremely dirty on the inside and all they could tell me was "sorry we detail the cars before they leave." I would recommend NEVER purchasing a car from this company!

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

I just bought a Nissan Rogue and the sensors are not working, neither is the Bluetooth, they told me to go to Nissan to get it inspected and the main reason we decided to take the risk and buy it online was because of the COVID-19. Now I have to go out and expose myself to get the car checked when the car arrived with the passed sticker on the window. Obviously they lied and they just put the sticker without passing the inspection...now I don't even know if later something else will not be working. Zero confidence. Thank you.

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

I purchased a BMW. It was delivered on a Friday evening close to dark. The driver called that day to say he was almost here providing a 3-hour notice. Took the vehicle home and looked at it the next day. The car had small sticky yellow dots all over it. Was pollen or tree sap. The storage compartment in the trunk had debris and the car had quite a bit of dog hair inside. Upon washing the car I noticed a dimple on the hood along with a crease under the paint. Also noticed the gaps between both quarter panels and the hood were not the same. Took it to a mechanic and they found paint on a molding piece on the front end and said the car had been wrecked. Vroom had a clean Carfax for the car and sold me a car at full market value. Vroom refused to give me some cash back to make it right. I have filed a fraud report!

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

I purchased a 2019 BMW 5-Series. It was delivered on a Wednesday evening. The driver called that day to say he was almost here providing a 4-hour notice. Took the vehicle and inspected it. The car had small sticky yellow dots all over it. Was pollen or tree sap. Upon washing the car I noticed a dimple on the hood along with a crease under the paint. Also noticed the gaps between both quarter panels and the hood were not the same. Took it to a mechanic and they found paint on a molding piece on the front end and said the car had been wrecked. Vroom had advertised a clean Carfax for the car and sold me a car?

BEWARE OF THIS DEALERSHIP AND HAVE YOUR MECHANIC INSPECT THE VEHICLE THOROUGHLY!

Please note, as a consumer, yes, you can take legal action for VROOM’s deceptive sale and failing to disclose the condition of the vehicle during the transaction. Please note, BUYERS can also file a formal complaint with their state consumer protection agency and Federal Trade Commission in addition with the BBB for deceptive and negligence practices!

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

Vroom tried to sell me a 2018 Toyota Tundra that had damage to the driver's side door. Vroom went so far as to have the vehicle door repaired (if you can call it that). However, when the decal on the driver's door fell off a week after I received the vehicle, I had the door inspected by a body shop who showed me the door had significant amounts of bondo, but the door was still not quite square. When I approached Vroom concerning the damaged door, I had to get the Attorney General of the State of Texas involved before they would agree to even pay to have the door repaired. But after further thought, I decided to return the vehicle for three reasons:

1. They committed fraud.

2. The vehicle was not worth the purchase price.

3. The resale value is not the same.

And even after all that, I am having trouble because Vroom is trying to get me to pay for the return shipping. They said, "We offered to repair the vehicle." What a crock! PLEASE DO YOURSELF A FAVOR AND DO NOT BUY FROM THESE CROOKS! If they will do this to a 73-year-old disabled Vietnam Vet, they will do it to anyone.

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

This is one of the worst experiences I have had purchasing a car. I made the payment for the car on April 11th. The delivery team, as they call it, got the money on April 13th. Grant it, there is a disclaimer that 10-14 days to deliver the car. I got an email saying the car was going to be delivered on April 25th. Then things took a wrong turn, on April 24th, I got an email saying how was my delivery? So I called Vroom, the salesperson said it was an error email. Then when she checked, she said the car's new estimated date of delivery is going to be May 2nd due to the pandemic. I said I understand due to all that's going on.

On April 28th, I received an email again asking how likely would I recommend Vroom to others. I called up, and again I was told that the survey email was an error. At that point, flags went up. I asked the salesperson what exactly was going on. The response was she had no idea. She said she was going to do all she can, she read the notes and said the car was estimated to be delivered on May 14th. They are trying to get in contact with the driver and logistics team. Only to find out the car was not scheduled for pickup by the driver until May 6th. Be mindful, the car note which is my credit is due May 5th.

All in all, May 6th came and I had to fight tooth and nail to get a response that the car was picked up on that day and that the delivery date still remains May 14th. I escalated the matter to a manager, who stated the car will be delivered on May 12 according to the driver. Low and behold, on May 12th, I called since no one or the driver called me for delivery. I got heartbreaking news, the car's new estimated date of delivery is now May 15th. As we speak, I have yet to get a definite answer on the whereabouts of the car. A supervisor called me on May 12th and stated the delivery date is still May 14th, however, in an email he wrote the estimated date of delivery is May 15th.

Other employees worked with: Supervisor Kyle.

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