Vroom Review: How It Works, Pros and Cons

Buyer beware. If you have the patience of a saint, maybe use Vroom - otherwise, find another dealer/service to purchase a car from. Good luck getting anyone to ever call you back, getting updates on where you are at in the process, having any clue on whether or not the car will actually arrive. It was an extremely painful experience. Even the delivery wasn't handled correctly with our driver showing up at 10 pm, making us meet him in a dark parking lot miles from my house. When we did receive the car, it was as described, so there was that.

Length of Use: Less than 3 months

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

Zoom has extremely poor customer service. You are constantly funneled through your salesperson. When your salesperson is not available, you cannot get answers. I sincerely felt that when I could not get anyone in their company to confirm my wire of $35K or get back to me, that I was taken in as part of an online scam.

Length of Use: Less than 3 months

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

We decided to sell a Range Rover in California using Vroom because of the convenience, and due to a private sale falling through (Covid related).

It turned out to be a very bad decision.

After they made a very low offer (which we decided to accept due to the convenience factor), they could not find a logistics company to pick up the car for MONTHS.

Meanwhile, they had the title, so we couldn't back out.

We tell everyone to Vroom away FAST from Vroom.

Length of Use: 3–6 months

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

They picked up my car and refused to pay me or my bank for over 3 weeks, causing me to have to continue car insurance and payments on a vehicle I no longer had. Should have used Carvana, they even offered more for my car. If you plan to use Vroom be sure to record EVERY phone call.

Length of Use: Less than 3 months

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

Attention/Warning!

If I could give negative stars, multiply by 1,000 (squared) and add 5. Talk about a horrible experience and purchase, which is what I'm going to detail - start to finish.

First, the car I purchased was deceptively advertised - which I didn't discover until after the purchase - and there's no way to go back and look at the photos, as once you purchase, the photos and description vanish.

Second, I was given several different delivery dates and therefore set up a rental car (which I booked on 10/22/20 - contingent upon the estimated delivery date of 11/3/20, and no refund opportunity). On 10/25/20, I get a notice that my new estimated delivery date is now 10/27/20 - which is a week in advance, not a day or 2, a week. I wish I would have known earlier, as I was stuck with a non-refundable rental car that cost $122.46. Not the worst thing in the world, I'll live, and with Hertz having such great employees and free upgrades, it'll be okay, I'll live.

It's important to note that during my wait time, I had a bad feeling about the 2017 Nissan Versa I purchased and kept going back to Vroom.com to see if I could find something more to my liking. It's also important to note that I only drive stick-shift, so I don't have the largest selection pool to chose from.

Vroom advertises that: "If you're not happy with your purchase, Vroom gives you 7 days (or 260 miles) to decide if you like and want to keep your purchase." However, what's not said (during the advertisement played while on the phone sitting on hold) is that you have to pay the $599 delivery charge. When I inquired about this, as I didn't hear while on hold, nor see on their website, any disclaimer about said delivery charge - and according to their reps, it's hidden in fine-print in the contract.

Now it's the bottom of the 9th, 2 outs and I'm at the plate.

October 27th arrives and my car is delivered at 8 am by a totally cool delivery guy. So far, both the Hertz employees and the car delivery guy are totally cool.

I take the car out for a test-drive, it wasn't 100% what I expected, but what's the big-deal, Vroom offers and exchange option, right? RIGHT?

On 10/28/20, I call Vroom to let them know I wasn't happy, am going to exchange the car and already have the exchange picked out and am moving ahead with the exchange.

I specifically told the Vroom rep that, "Can you please put my name down, as we need to notify all the 2017 FIAT 500 is mine and I don't want anyone else to claim it. As of me talking to you, the car is still available and I want it known that the car is mine".

A contract is made up of OFFER, CONSIDERATION, and ACCEPTANCE. In this case, the OFFER is the exchange, the CONSIDERATION is letting me know how we go about claiming the exchange as mine, and the ACCEPTANCE is just that - acceptance.

Despite me verbalizing my concern to the Vroom rep, he tells me, "Alright Mr. Kaatz, everything is documented, I've written up the ticket and you will be getting a call within 24 hours to further along the exchange process".

On 10/29/20, at approx 7:00 PST, I call Vroom to inquire about where we stand with the exchange process, speak to the rep and tell them that, "when I went back to look at the exchange-car, I notice that it reads that the car is in the sales-process and when I called in the day before it was still available, so I hope I'm the person who's involved with the exchange car?"

NOPE! Why give great customer service when you can give bad customer service?

The Vroom rep deprived me of the ESSENCE of a CONTRACT, the CONSIDERATION, and failed to follow my direction to put my name down as the purchasing party. However, since the phone calls are monitored (and there's a time-stamp on the submitted paperwork for exchange), Vroom should notify the other party that Vroom made a mistake, failed to document my claim, and therefore the other party will have to choose something else.

But being the typical, greedy American corporation (the kind that would fly a B-52 bomber over a perceived enemy, one who doesn't want to give away its resources, and/or keep the resources for its own people), Vroom was more concerned about LOSING the sale from the other party than providing good/honest customer service to the EXISTING customer.

At this point, I was so disgusted that I just wanted to return the car, get my full refund, and never do business with Vroom again. However, I was told that Vroom would keep the $599 delivery charge - that's not mentioned during the advertisement played while on hold, that (according to the VRoom rep) is in small print in the contract.

Folks, I dont' care if you have to walk barefoot, over broken glass and to Argentina, don't use Vroom, under ANY CIRCUMSTANCES!

We have to look out for each other, not rely on greedy corporations (who only share money as their interest) to look out for our interest.

Our interest isn't their interest, and won't ever be!

Length of Use: Less than 3 months

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

As soon as you purchase a vehicle you lose all communication ability with the company. I have been sending numerous emails and phone calls for weeks with no response. Wishing I would have bought from a brick and mortar store, very frustrating!

Length of Use: Less than 3 months

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

This was the worst car buying experience I've ever had. It was disjointed and frustrating the entire way. It was a full 30 days after purchase before I received my vehicle, but the process was broken down and horrible the entire way through. My car arrived damaged and while Vroom paid for it (they sent it out damaged), I had to hassle with quotes and drop-offs to repair it immediately after receiving it. The hold music is awful! I guess this wouldn't matter if I wasn't on hold for an average of 20-30 minutes each time I called. The only saving grace was after I received my damaged car, the finance rep Kimble was incredible. I would not ever recommend or purchase through Vroom again.

Length of Use: Less than 3 months

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

The most incompetently trained people, zero communication structure, no structure in place when being passed from department to department. It took well over a month to get my car. I even went through their finance department to make it easier. Nope. I had my deposit refunded, and had I not called, the car I was already financed for would have been sold a second time. Disaster.

Length of Use: Less than 3 months

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

The vehicle I purchased had no mechanical problems but it was grossly misrepresented. Seat colors were grey, not black. The car was never cleaned and had multiple scratches and scuffs that were not noted online. I called in and simply asked them to cover the costs to clean the car and get the scuffs and scratches out. They fought me very hard for $375, saying they would send me touch-up paint to fix it myself instead. It wasn’t until I told them to pick their car back up that they finally agreed.

No one ever contacted me. I made every call, from following up after paying my deposit to trying to find out when my vehicle would be delivered. I was told to expect my vehicle on a certain date (2 days after the email promised). Imagine my dismay when I called just to follow up and was told that my vehicle was out for delivery that day (a week and a half before). To make matters worse, the driver was unreachable so no one had any idea if it was a mistake or technical error. The driver called me when he was 20 minutes away and I had to scurry to get everything together.

I really wish that I had a better experience because I have followed this company for years and had such high hopes.

Length of Use: Less than 3 months

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

I don't recommend Vroom, a real dealership with real customer service would be better. They are horrible, I get better service ordering a pizza. They said that the car would get detailed before delivery, when I picked it up there were ashes on the dashboard and the car smelled like cigarettes.

Length of Use: Less than 3 months

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

Upon initiating a purchase I got phone calls from 3 separate sales reps (after stating that email was my preferred method of communication). Vroom contracts out delivery, so I'm sure it's luck of the draw, but my delivery person called me 3 days before delivery date at nearly 7 pm on a Sunday and told me he was an hour away and wanted to drop off the car. No 24 hours notice. Fine, I suppose?

Next, I decided I wanted to upgrade the trim, so I called them back and initiated a return/exchange for a more expensive model. That was it. Customer service over. I've called for days and days and every single time I'm put on hold for 15-30 minutes. No one can ever help me and has to transfer me. Meanwhile, the previous car sits in my driveway. It has now been a week and a half with zero follow up. I absolutely will not be using this service again, nor recommending it to anyone.

Length of Use: Less than 3 months

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