Vroom Review: How It Works, Pros and Cons

To start, the delivery driver dropped off my car in the middle of the night. I was never given the ability to inspect the care. Secondly, he drove it on to my backyard lawn! Throughout the purchase process, I had to contact them for everything and spoke with one helpful person (after waiting for hours on hold each time). That said, my primary problem is that after I inspected the car. There were scratches on it never listed on the original posting. Plus the interior was filthy. I didn't complain about the interior but told them about the scratches and the marks. They are now arguing that the defects were listed on the original posting, which they were not. The original posting listed one defect; however, there were several others. Now that the original posting was removed and I have no way to prove that they are committing false advertising. I have searched other reviews and have seen others complain about this issue. Lastly, I finally washed the car on Sunday and found even more defects that seemed to have been covered up. It is all very shady.

Length of Use: Less than 3 months

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

If it was not for the price of the car and the car itself, I would have gone elsewhere. The customer service was absolutely the worst. From being on hold 2.5 hours, to getting hung up on, the only thing Vroom cares about is getting the car sold. They care less about the actual client experience.

Length of Use: 3–6 months

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

Zero stars. Worst car buying experience ever. I should have gone through the reviews before purchasing the car. The whole process took about a month and it was a solid pain to go back and forth.

To go through sales and finance it takes about 2 weeks, and after that they promise to deliver in 10-14 days, but sadly for me, it wasn't the case. All the people who handle the delivery portion were rude, I didn't receive a single call from them, all I hear when I call them was your delivery is delayed and reason being "can't find delivery driver". What a stupid reason. They can't find a delivery driver in New York City. After 2 delays I wanted to cancel the order because my job was on the line, Vroom decided to charge $600 for the delivery fee, which they didn't even deliver the car, says when the vehicle is in transit, we have to pay for it. So despite the company's incapability of delivering the vehicle on time, making delays after delays, they can deduct the delivery fee even before making the actual delivery if you cancel the order. In the advertisement they say if we don't like the deal we can return it but it doesn't say you have to pay $600. Even if the car has mechanical issue they offer to repair it and won't take it back until you pay the delivery fee, that's what I learned from most reviewers and sadly I saw all these reviews only after placing the order. Basically the company can make endless delays and it's still your fault if you cancel the order. Don't forget to read Clause 6 in the contract, it doesn't mention anything about delays.

Everyone's service sucks, including senior supervisors when it comes to returning our money. I made a mistake before checking the reviews. The whole process was a nightmare I wouldn't wish upon any one. Vroom deserve the worst review.

Length of Use: Less than 3 months

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

Absolutely atrocious after-the-sale customer service. Like the car. Price was fair. However, after dealing with the customer service people who often gave me conflicting and contradictory information I doubt I could ever buy a car from them again.

When I told them that I needed the bill of sale for the car to show proof of ownership for my daughter's road test I was first told it was in the car. Called back after that, was not true, and was told the paperwork department would have to get it for me. Another hour on the phone to be told they could not get it for me. In GA because of COVID, my daughter received her driver's license without the road test which is now required by the end of the month. When I mentioned to the Vroom employee that if I cannot get a bill of sale my only other option was to rent a car, they thought renting a car was the best idea.

If this was my only issue I would probably be upset, but overall, their after-the-sale service is very hit or miss. More miss actually. I guess I have to go rent a car because Vroom is too lazy to send me a scanned copy of the bill of sale. I can spend hours on hold (not an exaggeration) and they can't take five minutes to help a customer out. Once they have your money you are nothing to them.

Length of Use: Less than 3 months

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

Bottom line up front: If you like sending a company tens of thousands of dollars, and then waiting an inordinate amount of time to hear back from them, all the while wondering what's going on because their communication is probably worse than your ex's, then Vroom is for you!

The car I purchased was received in MUCH WORSE condition than advertised. It arrived dirty inside and out, and with damage to the interior and exterior that was NOT NOTED in the advertisement. Additionally, they took all of the 7 days to get back to me about the issues, and only after I called them multiple times. Basically, I took care of adding all of the required information into their system myself. I 100% do not recommend Vroom, and their handling of the remainder of this transaction will determine if this rating changes at all.

So far, it's been a soup sandwich.

Length of Use: Less than 3 months

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

The car was delivered more than 2 weeks late with multiple cancelations, which I was not notified. The car was delivered with damages not notified during the purchase process. I was told the car came with remote start, it does not! Rotors and brakes are completely worn out and unsafe to drive. Would not pass any safety inspection. This car is not drivable, spent more than $3000 in repairs. The tires are completely worn out, did not pass any safety requirements. I am still not getting any reply! Horrible, horrible dealer. Worst!

Length of Use: Less than 3 months

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

One thing you should know - the car purchase is easy for the most part. They are very quick to be friendly on the sale side, BUT, just wait for the deal to be done and your nightmare will begin. Getting docs they require is very unclear, getting your registration will take a few months, tags will expire and you will be on hold for 40 minutes, no kidding! Then get hung up on by some random person. My parents are older and this was a new process, but they will never go through this again. They like having a person to speak with that actually responds and gets back to you. Our sales rep never once responded after 6 emails, super unprofessional customer service. Be prepared to blow out a few gaskets after the "friendly sale".

Length of Use: 3–6 months

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

Met every deadline yet my car was not delivered for almost 3 weeks. No one knew when the car would be delivered. Once found, the car was delivered filthy dirty.

Length of Use: Less than 3 months

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

It was horrible. The guy that we made the sale with was so nice at the beginning but then when we closed the contract and made a deal he never showed up again, he never answered my calls, and when I had a lot of questions about the contract and about the car, he never called back. Then for the delivery, it was horrible. The delivery was never made at my house. The guy that made the delivery gave the card to someone else in a parking lot, he didn’t check the ID, and his answer was well if something happens to the car it will be my responsibility. I found the car and on the inside it was extremely dirty, it smelled like rotten food, and I had to clean it myself and pay out of my pocket to try to get that smell out. Then Vroom decided to help me out a little bit with the cost of it, which was $500 to clean everything, and they decided to just return $200. The car was sold as if it never had any accidents and when I did the appraisal for someone to clean my car and give the receipt to Vroom, they noticed that the car had been in previous body shops, so that is pretty crappy. And the answer from Gina P was that they do check their cars before they’re in their shops.

Length of Use: Less than 3 months

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

Selling your car with Vroom is a joke! If you still owe money on your car DO NOT pay Vroom the negative equity amount. Pay your bank directly. Vroom happily accepted my negative equity amount of $6000 and never picked up my vehicle. Trying to get ahold of someone who can actually answer your questions is impossible! Good luck if you’re thinking about selling your car to Vroom. I’m 4 weeks in and my car is still in the driveway, and trying to get my negative equity amount back!

Length of Use: Less than 3 months

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

To be honest, if there was a zero star review, this company would be it. After reading all the negative reviews about this customer service, I chose not to believe it and go with my own intuition and was totally wrong. If you appreciate deceit and misleading information, this is definitely the company to do business with. Customer service is a joke. They will only call you back and follow up until the money has been transferred into their account. Once that is complete, it all goes downhill. No one will reply back to your emails, you will be put on hold for extended periods and get transferred for runarounds. They will literally leave you in the dark for any status updates. At this point, I'm beginning to wonder if the vehicle that I purchased is even as described. I hope and pray to God it is because I do not want to deal with this company ever again.

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