Vroom Review: How It Works, Pros and Cons

I really wish I could give a good rating because much of it was good. I bought two cars in the past 6 days from Vroom for my wife and I.

The Good: The cars are nice vehicles and the online representation was accurate.

The Bad: Both times it was all great until the third party delivery process. They need to fire the company they have doing this.

The first vehicle was a 2018 Infiniti QX60. They called on a Sunday to inform me the vehicle would be delivered the following Saturday. The very next day some Jamaican guy who spoke no English showed up in our small gated neighborhood with an 18-wheel double stack car carrier. Had my wife not gotten sick at work that day and come home nobody would have even been there. The driver had driven through a storm and the vehicle was filthy. As he was leaving he backed into my neighbor's yard and trenched it about 6 times with deep 5"-6" trenches. I had to pay a landscaper to come and repair my neighbor's lawn but eventually, after working with Vroom, they reimbursed me the $225 for the landscaper. Once I went and cleaned up the vehicle I am happy with the SUV.

I thought for sure knowing what a debacle my first purchase was that they'd bend over backward to make sure my second purchase was better. Purchased a 2017 Q50 for my wife. This time I received an email telling me the vehicle would be delivered on or about August 23rd. Again the very next day and a week before the 23rd the vehicle was delivered. This time a Ukrainian guy who just dumped it in the driveway and left the keys in the seat. Nobody ever called and let us know they were coming. I was at work and my wife called and said "I just came home and the car is sitting in our driveway". This time the car was filthy inside and out. They had sprayed some sort of sanitizer on it and it has pinholes in the leather seats which were all filled with this white sanitizer substance. About an hour and a half later the Ukrainian guys showed back up wanting her to sign for the car. I guess he had gone to deliver other vehicles in the area. We ended up spending a couple hundred dollars to have the car detailed so it would look like it was supposed to look like when we got it.

They called to ask about my experience and I told them. The guy said "let me talk to my managers and see if we can compensate you." Never heard from them again. Again, the car was nice and the wife is happy once we got it cleaned. It could have been such a 5-star experience if they would just get a new 3rd part delivery provider. The current one does not reflect well on Vroom.

Length of Use: Less than 3 months

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

The car they sold me has water damage in the engine. Bolts are rusted and corroded. My ASE certified mechanic stated it is unsafe and not normal wear and tear for the year. Vroom has been demeaning and uncooperative. They state it is normal wear and tear. I feel it is deceitful and I just want the car returned and a full refund of my money. I want to be able to move on from this and get a car I can actually drive without worrying about my safety.

Length of Use: Less than 3 months

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

This was by far one of the worst car buying experiences I’ve had. It started off great, I spent a lot of time researching and picking out the car. I was so excited about the delivery. Like many people, going to a dealership is overwhelming for me, I have very little extra time throughout my day, this seemed like the perfect solution.

The delivery day finally came! They dropped off the car rather quickly and I was left to drive home. The sun was shining, I was so excited, I decided to open the sunroof. This is where the story falls apart. A horrible grinding noise came on...and the sunroof was completely stuck in the open position. Mind you, this is a 2018 with very little miles on it. I then spent a couple of hours trying to get ahold of someone at Vroom. Finally I reach someone, they said to take it right to the auto body shop. This is taking all day, I had to miss work. The autobody shop took a look at it and said it was obvious they had known about this problem and have been working on it. They showed me the fresh grease on the slider track. With that information, I decided it would be best not to keep the car. Giving Vroom the benefit of the doubt, I decided to do a swap. This literally took days to set up. I had to speak to about 10 people before they agree to cover the expense of a rental car.

Two weeks later my new car came in. I was so excited to think the nightmare is finally over. I get into the car just as the delivery person is driving away and find that the screen is busted up. The car was filthy. It didn’t have the features that were advertised. And instead of the one chip on the hood that they disclosed, there were about 20 which I couldn't see initially because the car was so filthy upon delivery. I’m now starting the process over for them to pick up this car. The company is growing too fast. And quality control has gone out the door. It’s extremely disappointing.

Length of Use: Less than 3 months

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

The worst customer service I have ever dealt with. I had a car delivered and the headlights did not work. I first tried calling (no answers), I then sent several emails (no responses), I then left a bad review and somebody finally called me back. Took two weeks. They assigned me a support ticket and that I would hear back 24-48 hours. Well, it's now been well past that and I have not heard a thing. Tried sending emails and calling and the same thing. NOTHING. I regret buying the car through Vroom. It had other issues, but I really only care about the headlights. Terrible non-existent customer service.

Length of Use: Less than 3 months

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

Vroom was very friendly and worked hard to remove all obstacles to the purchase of the vehicle. After the vehicle was delivered with issues I found out who they really were. There have now been three messages into support and one phone call. It's been two weeks since my first report and there has not been one single attempt to contact me. They are happy to take your money and deliver a product but they will not stand behind that product!

Length of Use: Less than 3 months

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

I bought my car through Vroom due to the price. You can always contact someone when looking to buy a car but after you will never get answers even if you are able to talk to someone. I am trying to get another temporary title and called every day for the last 7 business days, no response. I am so frustrated with Vroom. Just don't.

Length of Use: Less than 3 months

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

Do not use Vroom to sell your car!

They are a fraudulent company and are trying to scam you.

I reached out to Vroom on 7/20/2020 and they emailed me a quote for my car. I accepted the quote and filled out the online documents. A few days later, they FedExed me more documents and requested I mail them back.

Once that was done, they informed me that a company would be coming to pick up the car. It took 2 weeks for a delivery service to come (most likely due to COVID). They picked up the can on 08/05/2020.

I was told that a payment would be mailed to my lien-holder 2 DAYS later.

On 08/11/2020, someone verbally confirmed a check had been mailed.

It is now August 31st (2 days shy of 4 WEEKS) and after daily emails and phone calls with lengthy hold times, I was just informed today that no check has actually been mailed.

I requested to talk to a manager and they said they would email someone and to expect a response in the next 24-48 hours.

This company is a scam, and now I have to make another month's car payment because they didn't send payment out on time. For a car I don't even own anymore.

Do not use them to sell your car!

Length of Use: Less than 3 months

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

This is hands-down the worst car buying experience I have ever had. Our salesman slid in charges that weren’t supposed to be in the contract. The delivery was set up for a certain day in advance and then on that day, the car didn’t show up. The delivery was rescheduled but never confirmed and the car just showed up a couple of days later. When we contacted them to say we wanted to return the car they tried to charge us fees that weren’t in the contract. I had to get a supervisor on the line to resolve everything. Awful, just awful.

Length of Use: Less than 3 months

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

The salesperson of course was very nice. But it went downhill after that. They initially scheduled my delivery on a Sunday between 8 to 5 and no one ever called or showed up, and when I called they said my car was at the hub. I got the total runaround for the following week. My car showed up the following Saturday. I was scheduled between eight and noon and the car showed up at 6:30 PM. I literally wasted two days waiting for my car. When the car did arrive it was filthy, hadn’t been vacuumed, wiped down, or washed. And the worst part is it had two dents on the passenger side that they did not disclose. They did give me a $100 check to get the car detailed, which didn’t even pay for a detail. They refused to do anything about the dents. I highly recommend you DO NOT use this service! Run!

Length of Use: Less than 3 months

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

They were great right up until I transferred $15,000 to them, then communication almost completely stopped, they gave me multiple delivery dates and I had to wait on hold for an hour to confirm the actual delivery date, didn't tell the delivery company they were delivering to a home instead of a dealership, and NEVER GAVE ME MY TITLE or told me when they might be sending my title even though the car was delivered a month ago. They said they'd send an email in a few days, nothing. None of my calls have been returned and my emails have been completely ignored for a couple of weeks now. Every time they say they'll return a call or send an update, they never do.

Length of Use: Less than 3 months

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

After Vroom received my $500 deposit, communication stopped. I had to constantly call to receive the basic info. I even had to call them to finalize the sale so I could send them a check. Once this was done I was told that delivery would be 10 to 14 days, the next night the delivery man called to say he would be at my residence at 7 am. Glad that I could be home. Frustrations (anger) continue to this day. I've recently called 3 different times requesting a Bill of Sale which is basically a receipt for the $29,500 cash I sent them 4 weeks ago. I've been told it would be emailed and/or FedEx numerous times (my state requires proof of ownership in the vehicle). NOTHING! The next step is contacting the State Attorney General Office to open a fraud investigation.

Length of Use: Less than 3 months

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