Vroom Review: How It Works, Pros and Cons

They provided me with 60-day temp plates. Which expires today. And they have not even submitted the paperwork to the state yet.

Length of Use: Less than 3 months

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

I decided to go with Vroom after I purchased another vehicle from Carvana. Carvana was great but Vroom had more inventory of the vehicle I was looking for. The sales team was nice and professional. Vroom uses FedEx vs DocuSign which take a little more time but that’s no biggie. When my vehicle arrived it was not clean, but that’s to be expected when traveling across the country, So expect to have to wash it and gas it up. Vroom takes 4 to 6 weeks for the registration process. Carvana took about two weeks. I still have not received my plates after almost 3 months, but COVID is playing a role in that. My biggest issue is with vehicle itself. After the 7-day return period, I noticed the vehicle was riding very bouncy and stiff. I took it in to the dealership and they acknowledged the issue, but said there was nothing mechanically wrong. The only fix would be to replace the shocks. So I did. Vroom's warranty would not pay because there was nothing mechanically wrong. A few weeks later, the engine started stalling and skipping. I took it in, a spark plug was cracked. Vroom would not cover it because it is a maintenance issue. This caused me to question their inspection process of their vehicles as displayed on their website "peace of mind for the road ahead". I understand that I signed the paperwork after I read the fine print but I have shelled out over $3000 to fix a vehicle that I have had less than three months. And I still don’t have my license plates. Purchased vehicle on 3/11/20.

Length of Use: Less than 3 months

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

Upset, my tags are now expired, because Vroom failed to let their customers know that we have to smog our own car if we are from California. I’m here waiting for my license plate and nothing. I was never told we have to smog the car ourselves. This inconvenience is poor customer service. There are plenty of other auto dealers who will do this for you. Now I can’t get my registration unless I smog this new car I bought from them.

Length of Use: Less than 3 months

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

I enjoy the vehicle I purchased from Vroom, but the vehicle arrived with a chipped windshield. I had to wait over 10 days to finally get a resolution to the problem. Also, my vehicle did not come with an AM/FM antenna. Vroom now says that it does not come with one.

Length of Use: Less than 3 months

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

The online salesman was polite and very helpful, the documents where FedEx'd to me, I paid my deposit, the vehicle was delivered two days earlier, the transporter was very nice. Now here comes the problem - my trade-in vehicle was supposed to be taken by the transporter that delivered my vehicle, that changed finally after me calling numerous times and a transporter called me to schedule a pickup, which never happened. I called Vroom back, got transferred around, nobody knew anything, or could even brother to help me. I kept calling and kept being told someone would return my call, never happened. Now my trade-in Chrysler is calling for a payment on a car that I traded to Vroom. Finally after 20 or more calls I finally get a call from transporter to pick up my Chrysler after a month of waiting. This is horrible customer service. When you're purchasing a vehicle you can reach people, but when that part is done, everybody disappears on you. I am still waiting to be sent a copy of my paperwork that I signed doing the purchase process, how long does this take? I have my registration and plates. I want my copy of the paperwork as promised during the purchase transaction. Vroom sucks.

Length of Use: Less than 3 months

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

Working with Vroom was quick and easy and great customer service, up until the car was delivered. The car we purchased was misleading and falsely advertised and not what I had ordered. I thought I was buying a 15-passenger van, the selling point in the car. To my complete and utter disappointment, the van was only a 12-passenger. There were several 12-passenger vans very similar to the one I received with fewer miles and a lower cost. The only reason I bought this van is because it was a 15-passenger van. I immediately emailed Vroom to let them know the mix-up. I let customer service know the very next day of my dissatisfaction and they said they would have a supervisor call me the next day. Three days later, I sent another email. It has been two weeks and I have heard NOTHING from Vroom. There has been no communication at all.

Length of Use: Less than 3 months

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

Overall the purchase, to the paperwork and signing, was great! I even got my car earlier than expected, but once car arrived, it was dirty, it had no fuel, it had only one KEY, no owner manual, my car I purchased is a 2019.

The car has a crease in the passenger door that wasn't in the listing, and the tires on the rear of the car are down to wear marks! The front tires are of a different brand as well. So my car has 3 different tire brands and the rear tires are worn. And the door is damaged and non of this I was aware of!

And now that Vroom is aware of this and I have a ticket number with customer support, I cannot get a call back and it's been almost 4 weeks! I'm beyond irritated and wouldn't recommend them to a friend or enemy. If my car would have arrived with good tires and without damage to the door, it would have been a perfect buying experience! Or if they would fix what they need to and make what is only fair right! Because they falsely advertised my car and the dealership won't even rotate the tires on the back of my car to the front.

And the estimate for the door is $1,238.22 to fix.

One lady I spoke with at Vroom told me and said "do you realize you bought a used vehicle?"

I expected a vehicle to have wear and tear but not damages on a car that's only a year old.

Length of Use: Less than 3 months

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

After nearly 1 month, Vroom finally took care of the problem. They paid for new tires and compensated us for the missing feature. I have added 1 star to reflect this resolution.

Length of Use: Less than 3 months

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

SUV took around 3 weeks for delivery start to finish, delivery was delayed by 3 days. Then after receiving multiple emails stating they were cleaning and prepping my SUV for delivery, it arrived filthy inside and out.

Also, 2 items on the car valued at over $400.00 for both were damaged and weren't disclosed on their web page damage description of the vehicle. Good luck trying to get a person on the phone with Vroom when you need to speak to someone as well. I give them 2 stars and that's being generous! Buyers beware!

Length of Use: Less than 3 months

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

I would be careful in expecting miracles. They are slow and the various aspects of their operation do not all treat you the same. The salesman is great...the other parts leave something to be desired. Communication among the various offices seems to be nonexistent, and the terse was of these folks to the buyer is unwelcome. I am not sure I would buy online again.

Length of Use: Less than 3 months

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

I purchased a 2016 Lexus GX with 25k miles from Vroom at the end of August 2020. It was delivered quite dirty, though it did clean up nicely after I washed and waxed it. It had an outstanding recall for the Takata airbag so I brought it to a local Lexus dealer three days after delivery. As part of their service, they performed an inspection and found that the front brakes were at 50% and the rear brakes were at 30%. They recommended replacing the rear pads and resurfacing the rotors (if I waited I would run the risk of damaging the rotors and would have to replace them entirely if this happened - $279 now vs. nearly $1k later). I am surprised something this basic wasn't caught prior to delivery as Vroom claims to perform a rigorous safety inspection prior to shipping your vehicle. I contacted Vroom with the inspection paperwork and after a few days, they did agree to reimburse me for the brake repair. Both the engine air filter and cabin air filter were filthy and needed replacement as well - not the end of the world but $50 in parts and less than 15 minutes of time would have been appreciated (considering I spent nearly $39k for this vehicle). Bottom line, I would have a hard time recommending Vroom to a friend based on this experience.

Length of Use: Less than 3 months

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