Vroom Review: How It Works, Pros and Cons

Lesson learned, the hard, frustrating, stressful, filled with headache way. Vroom had no communication delay or problems taking money for the vehicle, but if you have concerns...crickets! 4Runner arrived like they literally bought it at an auction or trade-in and sold it 10 minutes later. No detail whatsoever. White paint was strewn inside various areas, black marks on fender, hole in leather passenger seat patched up, stains all over from seat to console area, and that was just a quick inspection. Gas tank almost on empty also.

Emailed Vroom, I believe 3 times, they offered $300 to get it cleaned. No one obviously reads the emails since no one said anything about the chip on the back area of the car. After another email and phone calls, I was offered paint to cover up the chip. How would you feel? $36,000 and you get this hot mess! Then no explanation on how to receive the $300 credit. Figure it out yourself, fat boy! Some rep named Alisha, I believe, was the one emailing me. I finally called her, must have had a bad day, my luck. Not paying attention to me, screaming kid in the background, could care less attitude, generic response - all we can do is offer $300, that’s it, you can start a return process if you want. I asked her how do I claim the $300 credit, she stated I would have to find somebody and have them email me a receipt. Keep in mind none of the flaws were mentioned on the website at all whatsoever. Also, I work graveyard, which means time is a commodity. I literally get a day and a half off. What that translates into is I do not have time to go hunting and searching for a detail guy that will do a deep clean on the vehicle.

I also made several phone calls to the phone numbers provided for customer service, and to make a long story short, no one could do anything. I even left a message with managers and received no phone call back. If they would’ve offered me $600 or more I would’ve kept the vehicle and the headaches, but what for? It’s America, three people care - No Bod Ee! I was given a laundry list of things to do to return the vehicle back, thank God for my credit union. All they needed was a back off letter because the money was never sent to this company, meaning no money exchanged hands. That doesn’t mean things are going to go quick either, just to let you know. I was not given 24 hours to pick up the vehicle, I literally received a phone call saying we’re here and picking up the vehicle soon. I was instructed to take multiple pictures of the gas tank mileage outside of the vehicle and a bill of lading to sign to speed up this process to get my refund back. I did all this immediately and instantly emailed back to the company, a week later still no refund. Multiple emails and you guessed it, no response.

I should’ve read the reviews on this company before my purchase. Please do your due diligence and check them out with the Better Business Bureau and any other review site you can get your eyes on because it’s not good. Good luck to you guys! Almost forgot I have tons of pictures and documentation in case anyone out there needs it.

Length of Use: Less than 3 months

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

I began the process of purchasing a vehicle on 6/13 when I saw a very low mile MDX for sale for a really good price. I also decided to sell them the HRV that I was replacing at the same time. I received a great offer and the equity was applied as a down payment on the new MDX. So far, the experience was amazing. It all went downhill very quickly. The lack of CLEAR and consistent communication from Vroom has made this whole thing drag out UNTIL TODAY 7/23 and I STILL have not received payment for the car I sold...BUT IT IS ALREADY FOR SALE ON THEIR WEBSITE.

The car became available on 6/16 and I immediately contacted Vroom and put down the $500 fee to hold the vehicle so that financing and paperwork could get done without fear of losing the car. I finalized financing (through a different company) on 6/17 and a cashier's check was sent via UPS overnight to Vroom on 6/18. I sent Vroom a copy of the cashier's check and UPS label for tracking on 6/18. All contractual docs were returned to Vroom the same day they were received on 6/18 via the overnight envelope and letter Vroom provided.

Delivery of my Purchased Vehicle:

I received notification on 6/22 that my delivery date would be "on or around 7/4". I received notification on 6/30 that there would be a delay. I called several times and emailed attempting to get an updated delivery date, to no avail. Finally, on 7/3, I was told it'd be Saturday 7/4 which I thought was odd as it is a Holiday. 7/4 comes and I have no car and no contact. I reached out on 7/5 and was told it would be 7/6 and someone would call. The delivery agent called as promised, delivered the car, and was a delightful human to interact with. 10 stars to HIM and literally no one else up to this point. Note: In the middle of all of this, I was promised callbacks and return email responses...NONE of which came.

Pick-up of Sold Vehicle:

During all of this delivery nonsense, I was trying to get someone to pick up the HRV I'd sold. Keep in mind I accepted the purchase offer the same day I accepted the sale offer in MID-JUNE.

On 6/25 I received an email from someone at coxautoinc.com who's signature title had "Verify Logistics Specialist" out of Atlanta. The email had the make, model, and VIN for my vehicle and mentioned the sale to Vroom...seemed legit. I called the number and spoke to someone who told me that I could either have the car picked-up before or after the MDX was delivered. I told her I needed to discuss it with my husband and call back. We decided before was fine and I called back 10 times, left 7 messages, and responded to that email 6 times between 6/26 and 7/10 with absolutely no response whatsoever. I even copied the sales specialists at Vroom hoping they would help. I also called Vroom to tell them about what was happening and that I'd be copying them...NO HELP WHATSOEVER. I got a random call from Carolina Logistics based out of NC saying they needed to schedule a pickup. (Still no response or call back from my calls/emails to this other company.) I asked him to tell him who asked him to call and verify the make, model, and VIN...which he did and then he apologized for all the delays but gave no reason. I scheduled the pick-up for the next day and on 7/22 another DELIGHTFUL human being picked up the HRV.

I have since called Vroom 7 times leaving messages and speaking with supervisors trying to get my HRV paid off so that I don't have to continue making 3 car payments. The HRV is already listed for sale on Vroom's website but they haven't even paid for it yet! I messaged the CEO on LinkedIn and provided not only the issues, but potential solutions. I'm at my wit's end and I am frustrated.

I will NEVER recommend this company. The savings from purchasing through zoom for this vehicle was NOT worth all this stress and now erroneous expense. I have spent HOURS trying to get all this done quickly. I do not know what else there is to say.

TERRIBLE.

Length of Use: Less than 3 months

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

I sent 3 emails and called 2 times and left voicemails within the 7 days to report an issue with my car. No one ever got back to me. Very disappointed, they were helpful and attentive until the car arrived, then basically disappeared and were unavailable via all provided communication avenues. I will be filing the appropriate complaints.

Length of Use: Less than 3 months

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

I was in a rental car for 50 days. There is nothing quick about this product. If you have any ounce of people skills go to a dealer and save yourself the headache. My experience was slow with broken communication and questions not answered. Power of attorney issues. Poor experience and direction from the representative to clearly guide me through this process.

Length of Use: Less than 3 months

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

They’ll call you real fast when you click that you are interested! But forget any sense of urgency once you get into their "paperwork" phase. They have departments that apparently do not talk to each other. One didn’t know what the other was doing. I got emails telling me thank you for purchasing the wrong car and one for purchasing the right car but had the mileage wrong by 30,000 miles! I got emails saying our paperwork was done and then the next day I’d get another email saying congratulations for starting the paperwork process. The timeline they quote from beginning to end was a complete farce. Took about a month! Quoted 10-14 days. No one would call you back. I asked to be escalated for a supervisor to call me. Never happened. Asked for an email address to get ahold of someone in management and they gave me a fake email address. After paperwork was signed - they said we may owe more money - after we had a signed completed contract! Told us it may take 6 weeks to get the car. Literally maybe the worst customer service experience ever!

Length of Use: Less than 3 months

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

Day One: Expressed interest in purchasing a vehicle. Very eager, friendly, and easy to contact salespeople.

Day Two: Swift service continues. Paid hold deposit. Established blackout dates (days not to deliver vehicle).

Day 4: Swift service ensues. Received contract, signed and returned via FedEx the same day.

Day 5: They hooked me. Swift and friendly service completely died. Received an email stating a delivery date I had already established as a blackout date.

Day 6-10: Repeated attempt to make telephone and email contact in order to ensure proper delivery dates. Either no answer, no return calls, or up to 1 hour hold times.

Day 22: After many many many phone calls and emails I received an email stating a good and proper delivery date.

Day 25: They finally had a nasty car hauler from Mississippi travel to some auction in Orlando, Florida to pick up a car that was never properly reconditioned at any Vroom facility. Filthy inside and out. Smells like old food and no indication of any recent mechanical service having been done. Cheap Walmart floor mats.

Day 34: After many many many calls (most unsuccessful) they refunded my deposit and I was finally free of them. If you want a cheap car and don't care anything about the experience, they're your go-to dealer. You will get a cheap car. It's too bad. Back when Vroom was Auto America, top-shelf, fully reconditioned automobiles and positive purchasing experiences were the highest priorities. Grabbing investors' money and trying to catch Carvana are their only priorities now. Sad.

Length of Use: 3–6 months

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

Very inconsistent/confusing communication across the board. We asked several crucial questions about the car that we never got answered.

When the car finally arrived, it was a full day late than what we were told without much notice. Delivered late at night in the dark Saturday night, so we couldn't check out the car. The transporter brought it to the wrong address then yelled at us on the phone to come find him, he was very rude. He took the car off the transporter and quickly left without waiting for us to inspect the vehicle. We got in the car and immediately noticed the passenger front tire was flat (it's a run-flat tire, no spare so we needed a tow).

At this point, we went to engage the alleged 24/7 roadside assistance and could not find the phone number ANYWHERE. Can't even google it. Vroom clearly doesn't want you to use it but they love to tout it in their communications. At this point, Vroom is also closed until Monday morning so we had to wait until then. All of this cutting into our 7-day trial on an undrivable car. Once we finally got the number to Vroom's roadside assistance (every call to them we're on hold for at least 20 minutes mind you) we call them and are disconnected several times. We finally get through and we're told the tow will be there in a couple of hours. The first guy canceled on us for no reason after waiting hours (but didn't let us know so we had to call again). The second guy said he wouldn't do it because the dealership location we wanted to tow to was now closed. We finally get a tow the next morning (we're now 3 days into our 7-day trial). We're keeping Vroom abreast to all of this and they never call or email us back.

Once at the dealership, they cannot remove the tire because there is a tire lock and the key was not left in the car. Another day goes by while the incompetent serviceman at the dealership can't figure it out (not Vroom's fault, just insult to injury). Throughout all of this, we really needed Vroom to communicate with us to understand if they were going to pay for this, making sure we weren't voiding any contracts. They finally called us back and said they needed 24-48 hours to get approval on the estimate. This took until late Friday to clear up. We FINALLY get to drive our new car. Very anti-climactic experience all in all. We love the car, but will NEVER work with Vroom again and will tell everyone we know to avoid them like the plague.

Length of Use: Less than 3 months

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

Took 2 months to get my car. Then now I’m being told that I don’t get my plates since I told them I was moving. They even delivered my car to another state but are now saying they want proof of insurance from my old address that I told them I don’t live at. So, they stole my money and refuse to fix it.

Length of Use: 3–6 months

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

*C- on EVERYTHING but making the sale.

The sales experience was a breeze because that's when they get money out of you. Everything else was and will likely continue to be an xxxx show.

*Straightforward process but with negative visibility.

You need to be transparent with your customers! Giving them a date of delivery and then never meeting it or not keeping the customer in the loop around changes does NOT count as helping every step of the way.

*A bunch of thieves.

They sat on the balance check for my trade-in for more than a month and only released it after I reached into their butt to fetch it. And obviously no interest paid on the $10k+ amount that they earned interest for free on.

*Bait and switch.

They asked me to go with their own finance partner (Chase) stating that I won't have to do any legwork when it came to getting the out of state car registered (TX to CA). But here we are and I am being asked to provide a smog test and VIN inspection to them. I have them on record a number of times claiming that I'll simply get my registration in the mail within a few days of receiving the car.

Both of these tasks could have been accomplished by them before the vehicle was delivered to me.

I am in favor of online businesses but not when they're out to screw you over.

Length of Use: 3–6 months

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

It took almost a month for us to receive our vehicle and it’s already stalling when we accelerate and the tachometer needle fluctuates. It’s been difficult to reach someone to discuss this either. We are highly dissatisfied.

Length of Use: Less than 3 months

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

Bought a 2019 Infiniti QX80 and 8 days later the car will not start. We've also received zero help or guidance with the transfer of our specialty license plate. Along with, the day we were traveling to the dealership to pick up the car the salesman informed us the car was not available for pickup and only available for delivery (even though the trip was arranged with the salesman 2 days prior), upon arrival at the dealership they put my name incorrectly on the paperwork resulting in us being there an additional hour and not one person even verified we dropped off the vehicle we were trading in. The only reason we heard back from them on our concerns with the titling was when they called to tell us they mailed us the keys to our trade-in versus the garage door opener we left. What seemed like a hassle-free experience initially has turned out to be a nightmare. We've yet to hear from anyone on a resolution to the issues experienced. I wouldn't recommend this dealer.

Length of Use: Less than 3 months

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