Vroom Review: How It Works, Pros and Cons

The vehicle showed up with undisclosed damage. The driver's side window made a significant crunching noise, ceased to function within the first 72 hours. The driver's door also hesitated to open. The rear right falcon door had some hinges misaligned. I sent videos, photos of the damages. There was other undisclosed cosmetic damage to the rims and trim. I am still going back and forth trying to get this resolved. Vroom has an extended warranty that would cover all these damages, but they are reluctant to transfer. Offered me $1250, but this will likely not cover the damages. It’s really hard to get in contact with the service agent and a lot (not all) of the staff are pretty rude. The sales process was generally easy. The photos of the imperfections were hard to see, so the sales rep ensured I got new ones. I insisted that I wanted to be sure the vehicle was congruent with the description. Juan was very helpful. The delivery was the best part, I read this was challenging, but it was super easy. All in all, I think they could do better at customer service and their vehicle inspections. I would look elsewhere if I was doing it over again.

Vroom promised to contact me and never did. I have since emailed and contacted the staff multiple times through the last 22 days. I have finally been added to the escalation list. I am hoping that someone will finally help me resolve this issue. I feel like I am being taken advantage of. It is really terrible.

Length of Use: Less than 3 months

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

Vroom made everything right after escalating.

Length of Use: Less than 3 months

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

Beware! There are many things about buying from Vroom that were frustrating, costly, and could have been handled much better. They have a complete lack of communication between their main office and their HUB facilities and "carriers" that deliver the car to you. My vehicle took over 2 weeks to deliver after I paid in full. This, I found out later, was supposedly due to an issue with the battery. The "carrier" missed my first delivery and did not even have the courtesy of calling me to tell me what was happening. I called Vroom for several days afterwards, and they could not tell me what the issue was. All they would do was blame the carrier. They kept trying to call, text, and email the carrier, but they could not reach them or tell me what had happened.

Another thing to consider is that the registration process in your state might be affected by their policy of temporarily registering all vehicles in Texas. Even though my vehicle has always been in CA and remained here, running everything through Texas really messes up things. It was going to cause me to have to take the extra steps and fees of a VIN verification and smog check. Rather than do that, I just paid the penalty fees for the expired CA registration and paid for about 5 months of past registration on a vehicle I didn't even own yet. It was about the same cost, but without the extra steps or another trip to a COVID impacted DMV with long lines.

The car was finally delivered and it was as advertised. I feel it was a pretty good price, but definitely not good enough to have dealt with all the stress and lack of communication on what was happening. The Vroom employees I dealt with on the phone were nice and understanding of my frustration, but they really could not give me any answers. I have asked for a refund of the $599 delivery fee, but I haven't heard anything back from Vroom. Vroom really needs to improve their delivery process and communication with the HUB facilities and carriers.

Length of Use: Less than 3 months

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

Complaint to Vroom:

See the below picture of the 2018 Acura MDX 5J8YD4H57JL013795. I contacted you immediately after it was delivered yesterday to return this vehicle due to the following reasons:

All tires bad below 4/32 and balding on the side of tires due to either low tire pressure or bad alignment.

All wheels curb scuffed.

The vehicle arrived dirty both inside and out with stains on seats, headliner, etc.

Dog hairs present on carpet and seats.

Dog bites and/or toenails indentations on top of doors where dogs would hang out.

Check engine light on.

Low tire pressure and/or sensor warning on.

Scratches on several locations of the vehicle.

Dent in the back quarter panel behind the rear right side wheel.

Loren, my salesperson, told me he read the notes and this vehicle comes with a spare key, which it did not, only one key fob delivered. Key fob costs $500.00 to replace.

The vehicle has a continuous amount of smoke from the exhaust while running.

This vehicle came from Manheim Auction, 145 Auction Lane, Stateville, NC. I called and talked to a lady there and she told me it was delivered from another auction house and all they did was change the oil and basic wash to take pictures.

My wife and I are so disappointed in Vroom. I read all the bad reviews but was assured that we would receive a great vehicle with no issues. We were misled and this wasted our time and money to purchase and trade ours in.

We are hereby requesting the money wired back to our bank that we took out a loan immediately! A stop and desist be placed on our trade, 2017 Mazda CX5 since it has not been picked up yet.

I want all delivery fees and down payment returned to me ASAP since the vehicle was misrepresented.

I am requesting an additional $250.00 from Vroom for wasting our time, traveling back and forth to the bank, FedEx, Bank Wire Fees, etc. This is a fair request since Vroom was not honest with us and not in good faith.

Update:

We were finally reimbursed a week after the vehicle was picked up minus my $250.00 request for wasted time. Vroom has been revoked from the BBB so beware this company continues to fail, stocks are decreasing because of poor service and faulty vehicles.

Length of Use: Less than 3 months

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

This was by far the worst car buying experience I have ever had. The amount of energy you put into the process to ensure you get everything done on your end is not reciprocated by Vroom. It is obvious that the system they have in place does not work, and has everything falling through the crack.

For example, I informed Vroom that I would be financing with my local credit union. I advised the representative on 11/10 that I would need a signed Purchase Agreement in order for my bank to finance. The representative advised that once I sign the DocuSign documents on my end, someone on their end will sign it and I will automatically get a copy. I signed the documents on 11/10. Waited for my signed copy, but never received. I called on 11/12 again and the representative said that she expedited my request to a supervisor and that I would be getting a signed copy by COB on 11/12. I ask if she was sure because if so, I am going to book an appointment with my bank the next day to finalize the financing. She confirmed that I will receive the paperwork by COB on 11/12. Went to bend and work up the next morning to furious because I did not receive the documents. I called Vroom back on 11/13 and demanded the signed paperwork like they promised because I had an appointment with my bank in the next 30 minutes. That's when I finally received what I needed.

This is one of many examples of how Vroom does not communicate internally. This compounded into more headaches and unnecessary stress during these already stressful times.

Length of Use: Less than 3 months

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

I received the vehicle with a crack in the glass roof. The driver noticed and documented this when he picked it up from Vroom. Vroom promised a very good financing rate through Santander. One month later I still have not received any documentation from Santander. I have called Santander. They don't know who I am. This sounds like a financing bait and switch. Who knows how this will end?

Length of Use: Less than 3 months

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

Vroom was the worst online buying service I have ever used. This was the third time I have purchased a car with an online service, first time with Vroom. The customer service team was very friendly but terribly ineffective and unable to help with any request.

The car showed up filthy with more damage than the pictures show. Not to mention how long it took to get delivered from the time I started the deal.

Length of Use: Less than 3 months

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

From the initial liar to the supervisory liar, it was lost info and excuses! When the driver told the truth it was what I expected! All Vroom's fault and lies!

Length of Use: Less than 3 months

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

Sold one car to Carvana, got a check at time of pickup from a person in a Carvana uniform with a Carvana labeled truck. Sold one to Vroom and the guy showed up with no appointment, had me print the pickup slip, then said I don't have anything for you, the paper you printed is for him to take. Called Vroom and they said it's ok, let him take the car without the bill of lading. Then no payment, when I called 5 days later was told something broke in the process and they will fix it. Called again after 3 days and the same thing. Then saw the car listed for sale on Vroom.com. Called again and was told it will be taken care of. No payment, after 15 days called again and threatened to report the car stolen and a few days later was issued payment. Almost after 17 days.

Length of Use: Less than 3 months

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

I purchased a 2019 vehicle with 15k miles. All was good until the day before the scheduled delivery. I was told the driver would contact me 24 hours prior to the scheduled delivery. It never happened. On the delivery day they couldn't contact the driver. I waited all day, but no car. Finally, I was told to expect delivery early the next day. Finally, I got the car late afternoon. Wasted 2 days.

Upon inspection, I found undisclosed minor damage and the A/C was not working. I decided I wanted to return the car. After countless calls, transfers, and holds I spoke to several overtly friendly but incapable customer service people, none of whom had the capacity to help me. Finally, four days later I spoke with someone who explained a complicated return process that made me fear I wouldn't get my money for some time and possibly not all back.

I brought the car to the local Dodge dealer and the A/C repair was completed under warranty. I decided to accept the damage. While at the dealership the service advisor told me this was the second Vroom vehicle they serviced this week that had been delivered with an issue. Read the other reviews. There's a pattern. Save yourself some aggravation, don't buy from Vroom.

Length of Use: Less than 3 months

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

Took a month to get paid. Every time I called I got the runaround and no one was assigned to my account. A different person every time and had to explain again and again. Got hung up on after an hour on the phone and transferred to different people. Called a second time and the same thing happened. Called a third time and the same thing happened.

Length of Use: Less than 3 months

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