Vroom Review: How It Works, Pros and Cons

Horrible, horrible, horrible process and customer service. One star is way too high of a rating. I have been trying to get the tires replaced because according to their Vroom "promises", the tires are supposed to be at least 4/32. After I had mine inspected and they are at 2/32 with the wear bar showing on all four tires. The oil gasket leaks so I am not sure how this car could have been "inspected" with their high inspection standards. I do everything they tell me to do when I call in and the next time I call in they want something different to show "proof", even though I have credible documentation from auto body shops and pictures to show the issues. I have continued to jump through hoops, call in and each time I have to talk to a different person and I am "promised" a call back from the rep assigned to my case, and I have never received a call back. I have asked to speak to a manager each time I call in and I am refused to be transferred.

My car was delivered dirty. The site said there were no imperfections on my car, but when delivered, there are rock chips, buffed scratches in the paint, and cracks in my windshield. Save your time and money. Do not ever buy from this company. I have bought online in the past through Carvana with huge success and invaluable customer service. This company is a joke and is not here to help the customer or resolve issues. The process is convoluted and inconvenient.

Length of Use: Less than 3 months

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

Sales and customer service were great. Friendly, patient, helpful, empathetic, but the people on the ground, actually dealing with the cars, suck.

My car came with a dead battery, no dealer plates, and lots of damage that was NOT called out on their site. In the end, I returned the car, just felt like a bait and switch. The car I saw on the site was not the car I got...I mean technically it was, but it had paint damage and dents.

Like I said, the customer service people were great and they picked the car up and refunded all my money, so no complaints with customer service.

Length of Use: Less than 3 months

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

Worst car buying experience. So many disappointments but here are the highlights. They offered me $26k for my trade but then the paperwork arrived, they had changed the offer to $25,500. When the car I purchased arrived, it had no temp registration, no gas, was due for immediate service and had a broken panoramic sunroof.

Do yourself a favor and buy local and see the vehicle before you buy.

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 in my life! The car was delivered to me with a dead battery, check engine light on, extremely dirty, and with an empty gas tank. I reported all these issues upon delivery and was advised that a customer service rep would call me. That was over two weeks ago and no one has called even after multiple follow-up calls that I’ve made. If I could, I would give Vroom a negative star. I would not recommend this place to anyone!

Length of Use: Less than 3 months

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

Worse experience I’ve had with a dealership! I brought a car but the car had an issue. I called customer service many many times and I was assured that someone will call me back to discuss the issue. Until this day I have not had a call back from anyone! To anyone that reads my review, do not buy from Vroom! If you want to have peace of mind go to your local auto dealership, yes you will pay a little more but at least you can take it back if you have any issues.

Length of Use: Less than 3 months

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

Horrible, steer clear. Started the process on December 5th and still not done. Still haven’t paid off trade-in. All they do is lie! The vehicle I purchased looked like it was sitting in a junkyard for years. They will answer your call when you start the process. Once you pay the $500 deposit, good luck. I read all the negative reviews and I said surely not. Don’t be fooled, the negative reviews are true.

Length of Use: Less than 3 months

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

Prior to delivery very easy to work with and fairly responsive. Once they had our money and delivery was made service has been horrible. Vehicle delivered had much more damage than disclosed. Now no one will return my emails or calls. Based on our experience would not recommend Vroom.

Length of Use: Less than 3 months

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

First of all, my delivery experience was unsatisfactory because I had to change the delivery address three times. Each time I changed it, the representative that I was speaking with failed to update the status to reflect a parking lot near my home rather than my street.

Secondly, the fees in the contracting paperwork differed greatly from the fees listed on the room website. They differed by as much as $500 and I had to rectify that with the sales rep.

Finally, the sales representative explicitly said when I asked him that they would be two keys for the vehicle. I confirmed this a second time. I don’t know if my experience was conducted over recorded line, if it was then I know it can be verified. Regardless I realize that room only guarantees one key, and so I only received one key.

The vehicle itself suits my needs well and so I’m going to keep it. That said, I believe that individuals view online car purchasing platforms as a viable alternative to dealing with the hassle of working with a car dealer. People view it as a viable alternative because they can avoid being taken advantage of and paying a price that is unreasonable, or rather, for amenities that are overpriced. At the end of the day, yes, I received the car that I need, but I was also taken advantage of because the information about the key (which cost $350 out of my pocket) was falsely advertised and verified to me. It was a major consideration for purchasing the vehicle, and again, I view this as having been taken advantage of.

Length of Use: Less than 3 months

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

This is the worst customer experience I have ever had. First, they lost the certified check from my lender for four days. Once they found it they told me that I would be hearing from the delivery people. Never heard from them. Car showed up a week later without any notice and it was the dirtiest car on the carrier. Next, the car has a burning smell when started.

I called to have them look into (file a complaint). First call they hung up on me. Second call they said I would hear back in 48 hours. It’s been 12 days. I called today and they said someone would call me back. Nothing. I have filed a claimant with the BBB against them.

Do your research, they are notorious for not responding. I wish I looked at reviews before purchasing.

On top of this, I gave them a $500 deposit that was not applied to my purchase and I am getting the runaround on having it refunded.

Stay away! Save yourself the headache of dealing with them.

Length of Use: Less than 3 months

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

Bought a 2018 Alpha Romeo Stelvio from the dealer in October 2020. The car failed the smog test, and Vroom asked me me go to the Alpha Romeo dealer instead of helping me fix the issue. I went to the Alpha Romeo dealer several times and it turned out that there is a issue with the car and CPU is not recording the drive information, and the monitors are not set. The Alpha Romeo dealer suggested me to contact Vroom to return the vehicle since it is required that the dealer can sell the vehicle with smog passed. But Vroom refused to return/fix/change the vehicle and asked me to go to another dealer (which is over 70 miles away from me). At this point, Vroom is selling me a trash car that cannot be registered in DMV California and I can do nothing about it.

Length of Use: 3–6 months

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

Buyers beware. I purchased a luxury vehicle that had a windshield replaced that was not disclosed. The windshield was not installed correctly causing sensor problems and even scratched the car which would have caused potential rust issues later. The dealer said this damaged windshield and lack of proper calibration puts the driver and passengers at risk. And since not installed correctly the wiper blade would make a noise. I had to pay for the repairs. Slow response from start to end. Never again will I buy from them.

Length of Use: 3–6 months

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