Vroom Review: How It Works, Pros and Cons

I found Vroom via my credit union's car buying service. I had been in the market for a very specific car and was thrilled to find it via this service. In the description of the vehicle, it included two key things I was looking for...first, keyless entry, and second, "fully loaded." When I called to follow up and made the decision to move forward with the purchase, I was told that Vroom did NOT collaborate with my credit union. I thought that was weird because I found the vehicle as a direct result of using my credit union's website. But, I went ahead and trusted the process.

In the end, the delivery date was changed FOUR times and I had to end up running home from work because the driver was an hour earlier than the window of time he gave me. He unloaded the vehicle and handed me a single key. NOT a key fob - a single key ala 1980. This was a 2019 vehicle! Then, I climb into the vehicle and discover it was a base model and not even close to being fully loaded. The only feature it had was Apple Car Play. I immediately enacted my right to return the vehicle. So - just to be clear - even with false advertising (and yes, I have the screenshots to prove how it was advertised) you will lose $599 for the delivery fee.

Do not buy from Vroom - it is a bait and switch operation. The return process also required that I micromanage the steps as what I was told didn't happen in the timeline that was shared. Overall, I am super disappointed and I find it unreal that I paid $599 to send back a vehicle that was not even close to the description provided. NOT ok!

Length of Use: Less than 3 months

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

While Vroom had good pricing on a vehicle that I was looking for and the sales associate was friendly, their delivery logistics, post-delivery communication, and quality concerns were a nightmare to deal with. They will not disclose an inspection report regarding the vehicle you're interested in (even though you can't see the vehicle in person). Their 7-day return policy is a joke. Hope that you get lucky in the quality of your vehicle as you're out the $600 delivery fee either way.

They did not work around my schedule for delivery and I had half a day's notice to take off work to receive the vehicle. Nor did they work around my schedule for picking up my trade-in, but luckily my wife was home early.

The vehicle had less than 30k miles and came with exterior defects that were not made apparent in photos (as their more transparent competitor does as a courtesy) and came with warped brake rotors. The car would shake as I used the brakes. I contacted Vroom regarding this immediately after taking delivery and the rotors were diagnosed warped by a dealership service center.

Vroom would NOT repair them and I had to pay out of pocket to make the vehicle safe to drive. Never again will I buy from them.

The only reason they are getting a second star is because the vehicle's other mechanical systems are in good shape. Buyer beware.

Length of Use: Less than 3 months

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

The whole process is way too long, it should be shortened. The communication is terrible, I did not receive a second key fob and had to pay almost $400 for one.

The long phone wait times for assistance took all the fun out of the experience and made you want to go to a local dealer and pay more just to get it over with. If you need a car quickly this is not the venue for you. My vehicle came damaged. I’m waiting for the check for the damage estimate. I was happy they settled with me because I did not want to go through the whole torturous process again.

Length of Use: Less than 3 months

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

My car arrived damaged. When I complained I was promised it would be elevated and a supervisor would contact me. Never happened and the 7-day trial passed so I guess I am stuck. That's what I get for trusting.

Length of Use: Less than 3 months

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

Everything has been fine up until the registration process. I received the car the first week of August and it is now November 19th and I still have no registration for my vehicle. And when you ask for an extension on the temp tag they require you to change your insurance to Texas minimum requirements which is a HUGE inconvenience. Also after they send the paperwork to your DMV, they just wipe their hands of the problem. I started with an excellent experience and I'm now left doubting if I'll use Vroom ever again or refer them to anyone.

Length of Use: 3–6 months

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

Horrible finance customer service. Wonderful sales experience. For this reason, I recommend having an auto pre-approval before visiting. Timothy Thomas actually asked me if he could “go home now” after he showed me the buyer's order because he felt I was taking up too much of his time. If it weren’t for Alvaro, I would’ve left without purchasing my dream car.

Length of Use: Less than 3 months

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

It was good enough and I was thankful to buy a car online, especially when I am located overseas but have to buy one for family Stateside. From searching to getting the key it was totally uncontacted service.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Buying the car was simple enough. Interest rates were high. Registration process is unnecessarily difficult. It would be easier to register myself. Would not recommend or buy with Vroom again due to the registration process.

Length of Use: Less than 3 months

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

The process was easy, but their communication internally and with their pickup drivers was atrocious. It was a high-pressure environment to commit (typical dealer) but then ended up being over 3 weeks before we could actually get our car out the door. For one example, I got 3 calls within 2 days from 3 different people at Vroom to get a document that I responded very clearly that we would send it when it was available. It was generally just very unprofessional.

Length of Use: Less than 3 months

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

I have been in contact with Vroom Support and registration/titling/insurance dept. with no resolution after 12 days.

I contacted them 12 days ago that my temp/paper tag was expiring on 1/08/2021. They requested my Declaration page of my insurance coverage. I submitted it to them on the same day. So, I know they can respond quickly to emails.

I waited until the following Monday (1/11) to contact them again. No response. Sent another email on Wednesday. No response. So, I called on Thursday and the female rep was very apologetic and would have someone from Title/Registration/Insurance department get back with me. Never heard from anyone.

I sent a very stern email about my experience to Support and a representative said she would expedite my request to a senior person. She told me I should have a new tag before they closed on Friday. That would be 8 days with an expired tag. No one called, reached out; nothing. Crickets! Emailed them Monday and today with zero responses!

Absolutely unacceptable.

I have no complaints about the purchase, price, process of purchase, delivery or condition of the vehicle. But, we have had expired tags for 11 days now and 12 days of "processing" since first notification.

Length of Use: Less than 3 months

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

It took them 4 weeks to get me a check that didn't bounce, and didn't bother to reimburse me for the chargeback fee.

Length of Use: Less than 3 months

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