Vroom Review: How It Works, Pros and Cons

That 2.1 satisfaction score from Vroom - even as bare-bottom as it is - is still too darn high.

I bought what was advertised as a slightly used 2019 BMW 7 Series with 11,000 miles. It arrived completely damaged. There is absolutely NO CUSTOMER SERVICE whatsoever with Vroom so I've spent my time and effort canceling the deal. Next step is to determine was it false advertising or damaged in transit - though Vroom keeps dodging this question. We'll let the state attorney general take it from here.

Stay away. There are plenty of much more service-oriented and trustworthy places to get a luxury vehicle.

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

VROOM reached out to us yesterday to discuss the review. He watched the video I sent and agreed that he would have refused the vehicle as well. They offered their sincere apologies. I truly believe they will use this as a training tool, find what went wrong in the process, and use it to better their service moving forward. Unfortunately, we will not be a future customer but appreciate the call.

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

I've wasted enough of my time dealing with Vroom but here is an email that I wrote to them...which no one responded to. Worst experience with a company...EVER!

Vroom,

Nobody has contacted me from the customer support team yet. I spoke with the driver more and found out that everything vroom specialists I spoke with for updates this week were outright lying about what was going on with my truck until I spoke with you. I'm furious!

Some of the lies were I was told the driver was doing another drop off and I would be next that same day which was a lie. He never left houston. I was told that the driver was unreachable because he was driving to Charlotte which was a lie, his truck was in the shop the last 5 days. I've had 4 total call back requests I was told I would recieve that were not returned. I was told a vroom rep spoke to the driver and he would arrive on Weds which was a lie, the driver never spoke to vroom and was only dealing with a broker.

The entire time all I wanted was an accurate estimate of arrival so I didn't have to wait around all day for it and the last 4 days vroom did everything wrong.

Even the way the vehicle was financed was very deceptive but I didn't really complain. I have a 740 credit score and was initially offered a "competitive rate" according to the rep at a 10% interest rate. That's damn near predatory pricing as I was easily able to secure a 4.5%. Vroom advertises on their website "Highly Competitive Rates- Our 12+ banks and lending partners will compete with each other to get you a low rate." What a bunch of BS and a lie. The vroom rep said he only went to two banks and needed my permission to check with another 3. It was very obvious vroom was trying to take advantage of me. Not to mention the rep aggressively selling additional maintenance packages that my insurance would cover. I feel sorry for other customers your screwing over with your financing.

I want someone to contact me today from customer service to make this right.

Thank you

Kyle

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

Car came at 1 am in the morning, excuse every hour on delivery. The next day woke up to scratches, dings, and rock chips in the paint after the car was in daylight. Crack in windshield. Company offered me a touch-up pin, what a joke. Brakes squeaking, and I provided estimates and was told they are not fixing anything, it’s used. Never buy a car from this company online. They look good but it is the worse decision to buy a car from them.

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

Took delivery of vehicle purchased from Vroom approximately two weeks ago. Vehicle arrived with cosmetic damage NOT noted or photographed in the listing. The DAY AFTER taking delivery I opened the sunroof for the first time and it immediately came off of the track and a retaining bracket broke causing the back of the sunroof panel to detach from the vehicle while driving and flop around in the wind. I purchased an additional $2500 warranty from Vroom at the time I purchased the car. The vehicle extended warranty provider (Safeguard) AND Vroom BOTH DENY responsibility and accountability. Even though they say their vehicles come with a "90-day warranty". Vehicle is covered by both an extended 2-year 24,000-mile warranty AND their own 90-day warranty. Vroom says I will have to cover the cost of the repair ($3400) myself or return the vehicle (presumably losing the $600 shipping cost as noted in the contact as well as a nearly $200 diagnostic charge incurred by having the vehicle inspected by a Mercedes dealership). I also sent Vroom a body shop estimate for the cosmetic damage -no one from the Vroom team bothered to photograph or note in the "imperfections" section of the listing. The listing even went on to specifically say "Our team found no notable cosmetic imperfections upon inspection of this vehicle." -Vroom.com. Repairs needed by a reputable body shop total $1900. Vroom has offered me $600 for the repairs needed without even inspecting the damage or contacting the body shop that provided the estimate.

Update: To date, NO attempt has been made by Vroom to contact myself or Safeguard to repair the vehicle's $3400 faulty sunroof. Each and every time I must call Vroom as no one from any level of management has EVER called or spoken with me directly about any of the concerns I have.

For Vroom - Guys, if you get this, it's pretty easy. Contact me directly and offer a reasonable resolution between Vroom, Safeguard, and myself. You can both make your margin and complete this transaction and everybody can be happy. I shouldn't have to say this but apparently whatever level of management makes decisions on your end is incapable of weighing out all of the factors to come up with a satisfactory resolution for all parties. Also - if you're hiring, let me know, you guys could use a skilled decision-maker able to weigh out those factors and communicate with your customers effectively.

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

I bought a 2016 vehicle from you guys, it was delivered to me and everything looked good until I drove it. The car was making metal grinding sounds. The next day I brought it to the Infiniti dealership and was told that every nut and bolt on the bottom of that car was corroded and rusted. Plus my rear brakes were down to metal to metal, the exhaust was rerouted by someone that was not professional and they did a job that should not have been done, wasn't up to spec. I was saying to myself how would these people send the car like this out to me, unsafe like this to say...sorry that the vehicle arrived in that condition? And that being said, the employees were very professional! I checked this car out within my 7 days, 250-mile warranty because if I didn't I would be stuck with a car that was a flood victim. Would I ever buy another car online? Absolutely not.

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

This was the worst experience. Were sent the wrong vehicle. I was so mad. They charged us $599.00 and the vehicle I ordered was never delivered. This company is a scam. Edward in customer service tried to argue with me when I called him out on it. This is a shame and disservice to customers. Once they get your money, they talk junk and act like they have no idea what could have happened or where you're coming from. They should be shut down. I wish I had seen all the negative reviews before. I see it's not only me they are scamming. I asked to be called by a Supervisor and no one ever responded. Poor communication and customer service. Customer support is a joke. Please don't waste your time with this company. They are a piece of work. Edward should be fired with his attitude. They will get what's coming to them. All these negative reviews...They won't be in business long. Buyer beware.

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

Do not use Vroom. The vehicle arrived not at all as advertised and with lots of scratches, dings, chips, and stains inside. The car was too filthy when it arrived to see all the damage and the driver was in a hurry and did not want to wait for me to check things out. We found after it had been delivered that the paint had been touched up in patches, and not well. This was not disclosed as the vehicle was only a couple of years old. Customer service would not resolve the issue.

Length of Use: Less than 3 months

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

I would give Vroom zero stars but that’s not an option. I wasn’t told about the extensive damages to the exterior of the car prior to purchase. Tires were bald and needed replacement. Windshield was cracked and needed replacement. Key fob looked as if it were chewed up. Return process was a nightmare. Do not recommend.

Length of Use: Less than 3 months

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

It wasn't a good experience. I have not used Carvana (yet) but I would try there. Here's a small list of things I found lacking with Vroom:

1. They haven't figured out who their customer is. Personally, they should fire the CEO. There is no customer experience to speak of. No real dashboard on where things are at in your buying process. No real understanding on the phone when you have questions. The website is not very customer friendly. Unlike Carvana, they don't point out defects clearly.

2. When the car was delivered it wasn't "clean". It was simply wiped down. Smudges on the windows, sand on the back (maybe it was from the car carrier with the car above it - I don't know). It wasn't delivered when I asked for it. They gave me a window of time and came at a different time.

3. When explaining the different options for purchasing a warranty, they simply sent an email with a list of years and mileage and a price. No description of the service. No understanding of what exactly is covered. I bought a Jeep and decided to buy the warranty directly from Mopar (Chrysler owns Jeep).

4. Want more? It doesn't stop there. When the lenders were competing for my business (this is a good thing), I decided to go with the lowest rate (makes sense, right). Well the other lenders indicated in a formal letter afterwards that they denied my credit request (no, I just didn't want to go with them, I have a credit score of 800+).

5. Here's what tops this cake. When I had to wire my fee to Vroom, it's not to Vroom. It's to some company named Leftbank whatever out of Vegas. Feeling secure? Think that you're dealing with an upfront company? You be the judge. I will never use Vroom again and don't recommend you do.

They just happened to have a Jeep at a good price.

Length of Use: Less than 3 months

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

Delivery was a headache, but they refunded the fee.

My Tesla came with a cut charger cable, and they got me a new one fairly quickly.

That’s about the end of the good experience.

I have gone back and forth with them over my 7-day decision period about paint chips that occurred during transport, and some undisclosed paint damage under the front license plate bracket.

They keep saying "no" to paying to fix the problems in spite of their "no damage" claim on the vehicle at the time of purchase.

I should have just purchased directly from Tesla.

Length of Use: 3–6 months

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