Vroom Review: How It Works, Pros and Cons

The only positive about this company is the condition and price of the vehicle. Customer service is horrible. Dozens of calls to get updated only to be put on hold for 20 to 30 minutes then disconnected. Supervisors will never call back.

Length of Use: Less than 3 months

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

Terrible terrible. I still haven’t received the payment for my car that I sold them a week ago. Nobody knows what’s going on there. I was even told to call FedEx about the payment they sent me. Are you serious? I was also told "looks like someone dropped the ball here". Come to find out that my payment was sent by regular mail and it could take up to 10 working days for me to receive it. I will never do business with them again. Stay away from this place.

Length of Use: Less than 3 months

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

Worst experience ever, still dealing with issues a month after my car was sold to Vroom. Awful from start to finish, poor communication, no accountability, and zero follow up.

Length of Use: Less than 3 months

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

Poor communication, never knew what was going on. They would call with outdated information. Vehicle was delivered and had mechanical issues to the point where it wasn’t drivable. Trying to return a defective vehicle requires you to contact them daily and no one there ever knows what is happening. Would never do it again.

Length of Use: Less than 3 months

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

Car was delivered, smelled like a wet dog had been smoking in it, with the heat up. Took days, calls, more days, more calls to return. But wait...they still haven’t paid off my bank loan despite returning the car 5 weeks ago. Horrible customer service, worst buying experience of my life. Avoid, run away, zero stars.

Length of Use: Less than 3 months

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

Worst experience I've ever had!

On 11/7/20 I accepted Vroom's price and started the process of uploading pics and info for them. At that point, I stopped driving "their" car so I didn't put any more miles on it. Several times over the next couple of months they tried to back out of the deal, stall me, and outright threatened that if I didn't do this or that within 24 hours I would lose the quoted price and I'd have to start over. I called them numerous times only to be told "I'm so sorry this is happening to you, let me transfer you to someone who can help." The average transfer at Vroom is 3-4 people who are clueless. Then the last one promises they will look into the problem and be in touch by the end of the business day. I have 7 names and extensions of people who told me that and when I tried to call back the next day to follow up, their extension doesn't exist and I get connected with someone else who is clueless and the "let me put you on hold for a minute while I look into this...I'm transferring you to blah blah" process begins again.

Vroom finally picked up my car on December 31st, 2020. Almost 2 months later. During which time I had to rent a car so I didn't put additional miles on "their" car in fear of them lowering the price. After picking my car up on December 31st I received 5 more calls to pick up my vehicle. One driver actually came to my house and beat on my door early in the morning, waking me up asking to pick up the car. I called to complain once again and asked where the payoff was and why they were still dispatching drivers to pickup. Another round of clueless individuals.

Vroom finally paid my car loan off on January 18th, 2021. For 12 weeks I didn't drive my/their car, I stored it in my garage while I rented a car and left it parked outside. I complained about this to Vroom on numerous occasions that I was out over $1400 renting a vehicle while they delayed the process and of course the "I'm deeply sorry for any inconvenience this has caused you" speak from someone who had no clue.

I can't explain how frustrated, upset and downright angry I got. Vroom is horrible, their customer service is non-existent, and the business model is crap. Please don't take my experience as a reason not to use them, do some research on your own. I wish I did prior to using them. Unfortunately, there are numerous stories like mine. If they would have just communicated better and reimbursed me for my loss on a rental I would rate my experience a little differently. I'm not one who writes reviews...until now!

Shame on you Vroom, from your CEO Paul Hennessey to Chief experience office Jenny Watson...you guys suck! I figure my time is worth about $25 an hour and you guys owe me at least $1400 for the rental, so I'll be doing a lot of hours of bad reviews and sharing my experience with whoever listens.

1 star only because that's the lowest rating.

Horrible!

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

A nightmare.

After delivering the vehicle I personally found a bunch of rust and corrosion inside the cab of the truck. And now trying to get a resolution and communication has been very challenging. And then I find out that I have to personally smog the vehicle and personally have it inspected by the DMV.

No one ever communicated this to me at any point in the process.

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

Overall service was not good. Car interior and exterior were filthy when it was delivered to me. I had to make way to many calls in order to keep the process of purchase and sale of the car moving. Many excuses made by Vroom reps for wrong paperwork and slow services including "we're busy". All of my concerns have gone unanswered including during calls, e-mail, letter to the company, and review.

Length of Use: Less than 3 months

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

Okay, so this is my experience with purchasing a car from Vroom. You are able to call and do the ordering process with a representative over the phone. Do not, I repeat, do not buy the extended warranty/maintenance plan from Vroom. It is through a company called Safeguard, which is a scam.

Try to ask for the bank approval in writing from Vroom to make sure they are not raising the interest rate. Make sure if you're trading in a vehicle to see if they can raise the appraisal value; they did for me.

Make sure after you submit your documents to call the title department and ask all the questions about the title. What they told me is the vehicle could show up with no tags, or the vehicle could show up with new buyer tags that are temp. After 2 months of having new buyers temp tags, you have to call and ask for new temp tags and provide your insurance with the coverages that they allow in Texas to get the new temp tags. The title department said that the vehicle could take up to four months to get your actual plates which they should state on their website, I think that that is not cool.

With the 7-day 250-mile return policy/warranty, usually they will only refund your deposit of $500 when you buy the car if there's a mechanical failure. Even though they say that you have a 7-day 250-mile warranty in my research this is sort of not true. Something else to look out for is your vehicle could be late upon delivery, they are using third-party HotShots to deliver the vehicles so delivery is kind of unreliable based on the schedule that they set for delivery.

When I was approved from Santander Bank I did some research into the bank and they've had some shady situations and class actions that they had to pay back so I went ahead and called Santander Bank to confirm that I was approved for financing. Because upon research I found that Vroom has approved auto loans on behalf of Santander Bank only to come to find out that the person was never really approved. So in my situation, I wanted to make sure that they did approve my loan before I sign the contract.

You will have to pay $500 as a deposit to hold the vehicle until 10 days after you received the vehicle which I think is very unfair. Also, you have to pay $599 to transport a vehicle to you which can be in the finance.

Upon doing further research into them actually doing a deep check into the vehicle and also cleaning the vehicles, I think this is where they're lacking. They don't actually service the vehicles or look at them and they don't really clean them so this is your responsibility, when you receive your vehicle the first day you need to take it to the dealer that manufactured the vehicle and have a thorough inspection done.

In my situation, I bought a new truck, 1 year old that has 7000 miles, I'm still waiting for the vehicle to arrive. I finished the contract, sent all the information in and provided all the information for my trade-in. I believe it's best to also contact the original manufacturer, give them the VIN and see what information you can get.

Do not for a second think that you can trust Vroom. You need to do all your own research, check on your own vehicle, and make sure that if there are any issues, I repeat, make sure that if there are any issues with your vehicle you let them know within the first seven days because if you don't after the 7 days they will tell you that's all your fault. And they will not help you.

The issue that I see here is that when you receive your vehicle they are Texas plates and so you're buying a vehicle that's out-of-state, one that saves them costs, you are dealing with a company that has multiple different locations for operation so that saves the money there. They also own a dealership in Texas called Texas Direct; I would do research into that. They have not had a long-running history of doing the right thing so you have to be on top of all the information and knowledge about your vehicle.

The most important thing that I think you should know is that this company is not trying to provide as much transparency as possible. Because most of the people that work at this company are new, and have worked there for less than three months or they have no idea what they're talking about.

You MUST call the titles department and make sure everything's okay. Call the delivery department and make sure everything's okay there and as well. Check in with the sales department to make sure that the contract was made correctly. I think it's important for Vroom to let people know that it could take up to four months to get your tags, that you would be left with Texas plates for 4 months until you get your originating state's plates, that you have to do a smog check, and also take your vehicle in for a VIN check through the police department. These are things that the website does not tell you. Sometimes Carfax reports are not up to date so you really do need to have a mechanic look at the vehicle, as well as the original manufacturer look at the vehicle and do a computer diagnostic multi-point inspection.

If you can finance your vehicle somewhere else, I would. Do not try to go through Vroom because they did not want to show me my actual offer letter from the bank, meaning that Vroom has some room to raise the interest rate to make a little capital.

The real reason they can save you money is because they don't have overhead due to outsourcing and spreading out all the offices all over the place and having many different moving pieces to the whole situation. I believe that I will like my truck and that everything will be okay but I'm the kind of person that does deep research into the company, and if you look at the reviews from the Better Business Bureau and Consumer Reports they are not good from Vroom and so if you don't do your own research it leads to a bad situation past the seven-day warranty which there's no point of return.

Lastly, I would say do not buy their gap coverage. Go with AAA or State Farm because they have reputable companies that will actually protect you vs. the Safeguard plan that this company offers. If you do research into that company it will take 3 months to pay off your vehicle if it is totaled which leaves you ultimately with no car.

So once again, do not buy their maintenance plan, do not buy their gap insurance, and make sure to ask for the offer from the bank showing your interest rate so that you know that they're not making extra money there, and also raise your appraisal value on your vehicle. Get all of the information from the title department, get the vehicle inspected by the dealer, and make sure that there are no physical damages that are more of what needs to be repaired through the company.

In my research, the only way to have success with this company is to know what they're doing, how they're doing it, and to bring all the information together so that you can make an informed decision. I think that there are a lot of great cars here but I don't think you'll get the level of care and inspection of a vehicle like you would at a dealership, unfortunately. Like the title department said, "it's not like buying a pair of pants from Amazon, you are buying a car, and this will be a slow process". I believe that dealers block Vroom so that's why it takes up to four months to get your tags, and they do not say this on their website so I hope you have the best of luck to find your vehicle. I will keep you updated on what my experience was at the end. Thank you so much for reading and I hope you stay blessed and safe.

Length of Use: Less than 3 months

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

I've had one of the worst car buying experiences ever. I purchased a car from you all in November. The car is nice. First of all, the car arrived unexpectedly. I called to schedule a delivery time and later that day the carrier called me to tell me he is an hour away from me and it has to be delivered today. I was at work, but agreed to get it delivered since I would be home soon and I live in a good neighborhood. Once delivered, he then called back to say there is no key fob for the vehicle I just purchased, which is unlocked in my driveway and I'm not home. I immediately called Vroom, when I arrived home told the representative my story and that the car was delivered filthy. I had an unscheduled delivery of a car that was very dirty, no key fob or wheel lock keys. Only one key fob arrived two days later, that was at the beginning of November 2020. Here it is the beginning of February 2021 and I still don't have a tag for this vehicle, but I have made several on-time payments. I contacted customer service, was on hold for over 40 minutes, no response. This is the worst car buying experience ever! I will never shop at Vroom ever!

Length of Use: Less than 3 months

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

I spoke with a salesman on 1/27/21, advised him I could wait 3 weeks to get a car and was told usually 7-10 days, my check cashier check cleared on 1/2/21, and called repeatedly and was put on hold multiple times and finally was told it will be 24 to 48 hours before it goes thru and will take 10 to 14 days to get my car. Not what I agreed on, the funny thing is when I was just looking y'all burned my phone up and multiple emails, and when I got my money, "nothing", no phone call returns anas d put on hold. Not happy with the service!

Length of Use: 2+ years

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