Vroom Review: How It Works, Pros and Cons

Very good experience until the car was delivered! The car was delivered at 11:30 at night to start. In looking over the car during delivery it was noticed that the car had been sideswiped on the driver's rear side. This was not noted as damage to the vehicle in purchase photos. I called Vroom first thing the next morning and agreed to exchange the car for the same year, make, and model car and thought there would be no issue. All paperwork and money had been done and I received a temp plate to drive until the car swapped out and the only difference in car trading is color and 4000 miles more than the car delivered. Also $100 higher in price (no problem). Was told no problem, just don’t drive over 350 miles on the car.

Now after 5 weeks and 2 weeks into having the car they are saying they want an additional $3750 on top of the $2000 already given in order to exchange the car. I cannot list all the people I have spoken to from Maquala to Jamie, to Edward and many more. Up to 7 in one phone call. I still have the car that was delivered wrecked and they're wanting to charge me $600 for delivery of a wrecked car I don’t want. Who wants to buy a wrecked Mercedes Benz for their wife! I am at a loss with Vroom and warn anyone from purchasing from them. I will be fighting to get my $2000 back now and don’t feel this is going to be very easy. Buy at your own risk because they take no responsibility.

VROOM responded publicly on 11/13/20 2:18 PM.

Hi - we thank you greatly for your detailed and honest feedback - it's crucial for us to hear from valued customers such as yourself. We are very disappointed to hear that your experience with us has not been a seamless one, and we sincerely apologize for the communication challenges you have faced. To that end, we'd like to obtain more details about your particular situation so that we may look into this further and we will be in touch shortly to request your personal contact information.

Thank you,

-The Vroom Team

VROOM responded privately on 11/13/20 2:18 PM.

Hi - again, we apologize for the issues you've had with the vehicle purchased. It's certainly not the experience we want our customers to have, and we'd like to step in to help. Can you please provide the contact information (name, phone number, email) used for this purchase in order for us to look into this? We look forward to hearing from you soon.

Thank you,

- The Vroom Team

I responded privately on 11/13/20 10:53 PM.

For what good it will do as I’ve tried 3 times today a loan to correspond with Jamie who leaves a contact # that he cannot be reached at ! 855-865-1119 I call and call and call till I finally blew up on one of your employees and I do apologize but how much is one supposed to take when you given money to someone and then put off and avoided. I had 2 coworkers that were also very serious about purchasing a car from Vroom and we’re fixing to put money down till car war delivered and they have seen first hand how your costumers are not valued and constantly get run around and lied to along with just left wondering what’s going on day in and day out. 2 weeks now matter fact ! This purchase initially started Oct 16th and is still not complete and a loss for answers. Such a loss I even called the bank to see when my first payment was going to be due and they don’t even have a clue about me having a loan or applying . Yet I’ve had a car for 2 weeks that was delivered and if it wasn’t wrecked most likely wouldn’t have never even heard from us again. I honestly don’t think there is anything Vroom can due at this point as your company has brought my wife to tears and says she just knows we’re fixing to get severely ripped off now and stuck with a wrecked car ! Absolutely the worst transaction I have ever been through and so sick of hearing SORRY ! WERE SORRY ! SORRY FOR YOUR INCONVENIENCE! SORRY CAN YOU HOLD WHILE I TRY TO REACH SOMEONE! More like sorry you bought a car from us and now how can we get away with you taking a wrecked car ! Who wants to buy there wife a wrecked Mercedes!!! Our names are Sean & Bonnie and our #’s are xxx-xxx-xxxx I do have a job and have to work so if I don’t answer it would be nice to have someone reachable to call back. Not sure why private message was sent but it’s all saved and depending on Vroom as to weather this will be posted on Yelp , BBB , Facebook, Twitter Etc. we are really about DONE WITH VROOM !

Employees worked with

Jamie, Edward, Maquila, MANY OTHER!

I warn anyone from using this company, and at this point, I'm out $2000 with still no communication or even someone to call with an extension, just a name of Jamie that no one knows how to reach.

Length of Use: Less than 3 months

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

Love the process. Love the car...until the engine light came on 12 days later. Not covered under warranty. Vroom says the 7 days passed, not their problem. Intake air tube was glued as a cover-up and now I have to pay to get it fixed. The part is on backorder until January so after spending $20000 on a car I can't drive it for 2 months.

Length of Use: Less than 3 months

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

Vroom was the absolute worst experience I’ve ever had in purchasing a vehicle. I would never give my business to Vroom again. Don’t waste your time. It took 29 days to get my vehicle AFTER completing my contract with them. Employees had no idea of what was needed of me. Spent a total of 15 hours on the phone with them. Yes, I went back and added it all up. They purchased my vehicle as a trade-in and they have YET to pick it up and now the vehicle lien holder has been down my back. Worst experience of my life.

Length of Use: Less than 3 months

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

I will make this short and simple. Working with Vroom was stressful and frustrating at every step. We all thought going to a dealership was no fun. I assure you, this is much much worse.

Length of Use: Less than 3 months

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

I would not even give this dealer a single star, to be honest. To put it in short, the car came late on delivery. Didn’t get any notice (24-hour or anything), so don’t believe that. The car showed up whenever it wanted to be there. When the vehicle arrived, the back windshield was cracked and the brakes and rotors needed to be replaced. Our Tesla had 63 miles on it - not even a full charge. Called Vroom about 100 times as of now, close to finishing up for them to pay for the brakes and rotors along with the back windshield. This has been going on for about a month and two weeks after purchase. Had to fight with the management team to get the rotors and brakes paid for (which was a REAL issue). Thankfully my shop had the patience to work with them after 3 requests. They did nothing to compensate me for this trouble despite not disclosing the car had been in a small fender bender. Wasn’t on Carfax and wasn’t "found" by them. Do not buy from this dealer without anticipating any problems!

Length of Use: Less than 3 months

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

They sold us a 2017 Ford edge with bad brakes. And when I called to get them fixed they pretended like it wasn't their fault even though it came off the truck that way. I had to replace all 4 rotors and brake pads to get them functioning properly. Then noticed the oil needed to be changed. So no telling what else they didn't do or look at in the car.

Length of Use: Less than 3 months

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

I have had nothing but problems with Vroom since I finished paying my deposit. Communication has been horrible. My entire process:

I picked out my car and paid my deposit - no problems. I got an email saying my car would come on Friday. Friday came and went - no communication. Then on Saturday, I called Vroom and they didn't know where my car was. They called me back and said it would arrive Sunday or Monday and the driver would give me a call an hour prior. It finally arrived and the driver called me prior to 8 am and said that they would be in a location 10 minutes from my house in 10 minutes' time. I arrived onsite and my car came damaged, not detailed (pet fur), and one of the tires was low on air setting off the tire pressure sensor. I typed all this into the report, and the outsourced driver DELETED the report and I had to report it and provide pictures to Vroom.

Since Vroom doesn't have a physical location, I had to take time off work to get quotes for the damage and the detail cleaning from different providers as required by Vroom within 48 hours. Then, they had to approve the costs. Then, I had to take MORE time off work to get get the work done and the detail clean. Meanwhile, the tire pressure was not from temperature fluctuations and was a pinhole leak in the tire. I didn't even mention it to them because it wasn't worth missing more work at that point.

As if all this wasn't bad enough, I bought the car in JULY and it is now one day prior to DECEMBER and I still don't have my registration because they refuse to send the car title to my county office as required for the VIN inspection. The person I was dealing with dropped the ball and it was sent to someone else after I threatened to hire a lawyer and sue. They told me the paperwork would be processed and sent on November 10. It is November 30. No paperwork. They previously extended the registration twice. NOW, my tag is 10 days expired, no one from the three different email addresses or phone call service has returned my emails or calls for two weeks now, and I am irritated enough to come on here and write a review.

If you are buying a car and not selling, save your time and effort and go to Carmax. Maybe this review will help me get my registration finally - of which I will have to take MORE time off work to go get.

Length of Use: 3–6 months

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

It started out great until it was time for delivery and I had the vehicle inspected, mind you, Vroom claims to do an inspection. The delivery was supposed to happen on Wednesday but the car never arrived until Friday. I spent over $1000 getting a car up to par that Vroom claimed to have inspected. Sent the bill but have not heard from a soul. Run!

Length of Use: Less than 3 months

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

I would rather dump my car in the trash than trade it in for a Vroom car. The service is ridiculous. They sold me a lemon and it’s been in the shop for two weeks. They won’t get back to me. They don’t answer calls. They are always "busy". Worst service and worst cars ever. My two friends purchased from here as well. One of them was a lemon as well and the other was decent but overpriced. There are so many other places like Carvana that are great and quick. Also, Vroom adds so many “fees” which end up costing thousands.

Length of Use: Less than 3 months

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

This has been the worst auto buying experience I have ever had to endure, and I have bought about 50 cars over the years.

The driver would not drive into my neighborhood, so I had to walk a little less than a mile to meet him. Since the car arrived at dusk and was dirty, it was difficult to give it a thorough examination where the haul away had parked. After giving it as much of an inspection as I could, I went to drive it away and immediately noticed that the check engine light was on. I drove home, washed the car under lights to give it a more thorough examination, and found damage to the front spoiler. I took pictures, sent the pictures to my Vroom rep, and emailed the check engine light issue. Vroom's rep said I should take the car to a repair shop and get an estimate, which I did and sent the $2,905 estimate to the Vroom rep. It was agreed that my 7 days to decide whether to keep the car would be delayed while Vroom decided what to do. As it turned out, Vroom waited 6 days to tell me that it would pay for the repairs and that it would send me a document verifying its agreement in between 24 and 48 business hours.

With that assurance, I contracted to have the car repaired. The next day I received a document that indicated that for Vroom to pay for the repairs I would have to give it a general release of all claims I then had or might ever have against Vroom with respect to the car, a provision that would have eliminated my warranty and roadside assistance packages. The document also required me to never say anything bad about Vroom and to take down any adverse comments I might have made. When I told Vroom that I would not sign such a release or non-disparagement provision, Vroom insisted that it was necessary for me to release Vroom and agree to the non-disparagement provision in order for Vroom to pay for the repairs. I sent Vroom two alternate documents that said that if Vroom paid for the repairs I would forego my right to return the car, but Vroom has not indicated a willingness to accept either and has been silent since then. As a result, I sent the notice required by the purchase agreement by which I was able to opt-out of the arbitration provision in the contract and am preparing my lawsuit against Vroom. Amazing experience.

Length of Use: Less than 3 months

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

Do not buy...

Worst customer service I’ve experienced in a very long time. Every department was difficult to work with. All over-promise under-deliver. Each department was shocked and surprised I had the experience right before. Sure, every department? Sounds like someone is trying to be something they are not. Zero process and procedures.

To jump to the end...they shipped me the wrong car (how?) and charged me to send it back. They also wouldn’t refund the $500. I had to get the fraud CC department involved and my lawyer. The case is still outstanding but they won’t win. They have nothing honorable to show.

Length of Use: Less than 3 months

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