Vroom Review: How It Works, Pros and Cons

My contract did not deduct the trade or deposit. I asked them for a new contract but it never came. I canceled the transaction and it has been two weeks and numerous phone calls and emails and they still have not refunded my deposit.

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

This is the worst dealership. You will do everything quickly, but they will take their sweet time. None of their deadlines matter at all. Any time they quote you on receiving your car, you’re not going to get it. I contacted them on August 14, 2018, and they told me they were going to check my credit and send it to multiple companies. In fact, they took my credit information and gave it to multiple companies so that I had three hard inquiries on my credit in the same day. This dropped my credit rating from 752 to 700.

Then I was told I needed to send back documents within 24 hours. I got their loan documents in 48 hours, and I specifically told them that if they get them to me the next day, I will have them done, but I was leaving town the following day. They, of course, sent it to me the following day when I was out of town. I came back, I rushed, and I sent them everything. Now I should get my car right? Nope. Anyone that you talk to when they’re selling you the car will say: "We just say two weeks, but you’ll get it much sooner than that."

That is BS, do not believe anyone when they tell you that at Vroom. It’s a straight up lie. So I get organized on my end and get my car insurance set up. I am rearranging my schedule and my work schedule according to their delivery schedule. I’m not selling my old car because, of course, I need it while I wait for this car. I’m sitting and just waiting. I have received multiple emails confirming my delivery date, saying that the vehicle is on the way, however, then I get a phone call saying that unfortunately some driver's truck broke down or something happened and they are very sorry.

I got a 45-day reprieve to start making my loan payments. My first loan payment is due on September 29th, but today is September 7th and I still do not have my car. If I had gone to a dealership, I could have been driving around the car for 45 days without worrying about a payment. That did not happen with them.

I was supposed to receive it on the 8th and now I have received a phone call today again telling me that there has been another delay. This company is totally incompetent. Not only can they not get my car to me, I get an email telling me that I need to send them emissions for my vehicle because it’s needed for my state. I check the DMV, and it clearly says any cars newer than 2009 don’t need Emissions. So I sent this information along with the question of how I am supposed to send them emissions when I am not in possession of the vehicle? I got a catty response back somehow making it seem like I didn’t understand the email. The person literally sent me an email telling me that I was missing my emissions. It was the only thing that I was missing, and I needed to get it to them right away!

Anyway, apparently, now I’m not getting my car anytime soon, my credit has been ruined, and I’m obviously not going to get the full benefit of the warranty that I’m supposed to go. Paying insurance for a car that I don’t have in my possession. Worst experience ever. Do not waste your time, save your money and go to a local dealership.

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

I found what I wanted. I liked the price. They low balled me on my trade, but I found what I wanted, so I accepted.

It has now been 11 days since my purchase has been completed and I have received not so much as an email. I have called daily since day seven hit and only get vague answers or blatant lies. The last update was my beautiful truck needed a "part," but they could not tell me what part it was waiting for. I was also told that my truck would arrive "around Monday-Wednesday, September 24-26," which was clearly another lie as it has not shipped and they can't tell the future or when the "part" would arrive.

I will very likely refuse delivery if I suspect that there is an issue whatsoever with the vehicle. I am still waiting for a response from ANYBODY. I have been told that they will "Get back to me and update me" for days now.

They don't care about you once they have your money. In this case, they have $45,000 of my money. Why should they care if they have already been paid, right? The worst experience by far so far. It will take an act of God to change my mind at this point.

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

This has got to be the worst online dealership on the planet. They are great selling you a car but if it has any issues they just do not want to know. I tried for weeks to try and get a return phone call by a manager but they just ignore you. You can wait months for registration documents. After 14 calls and ignored emails, I gave up. Don’t be scammed by this company. It is better to go to a brick-and-mortar dealership where you can call in and resolve issues. Spend those few dollars more. A total frustrating experience dealing with Vroom. I will never buy another car from them again. Buyers beware!

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

I am trying to purchase a truck and it's apparent no one can tell me yes or no on financing. I have left messages and still no reply. I also have sent everything that I was asked to. All I want is someone to tell me yes or no. How hard is it for someone to call me? Not a very happy customer.

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

Complete and total incompetence from sales, to "finance," to delivery, and to the marketing guy that will half-heartedly reply to this message even though I have outstanding calls that are unreturned. If you buy from here and read this, you have been warned...good luck.

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

The car finally arrived on 11/13/18. When it arrived, the exterior was really dirty to the point the driver marked the car as having scratches.

I cleaned up the car and it turns out there's a deep scratch and ding on the rear spoiler. I submitted the claim on 11/19/18 and still waiting for it to be resolved.

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

Vroom Customer Support STINKS. You never get a response to your email or phone calls. If you do, they provide you with a scripted response so vague that leaves you with a feeling you've just been SCAMMED. Save yourself the headaches, don't buy from Vroom.

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

I purchased a used vehicle from Vroom right about 30 days ago. The process was seamless, and the vehicle was delivered on time and as described. I was thoroughly impressed by this aspect of the business.

I have one major problem with Vroom and will not recommend the service to anyone. When you find a vehicle you like and want to purchase the vehicle, you are required to put down a $500 hold deposit to make the vehicle unavailable for purchase by someone else. If you are not using the $500 as a down payment, they claim they will return the money after purchase. I received my vehicle three weeks ago and still have not received my refund. I have talked with customer service two times in the last 21 days. Both times I have been told that they would ensure accounting would put the money back in my card and I would receive an email letting me know the transaction was complete. They are lying, and I’m thinking this is how they are paying their expenses.

Vroom is not ethical and will not return your funds even when they say they will. Do not purchase from Vroom and avoid at all costs.

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

I must disclose how disappointed I am as I begin to realize all the negative reviews I have read about Vroom are slowly becoming my own experience. It will be a month long, if not longer, process to get a vehicle. This was a Christmas gift. Now clearly after New Year's. Yesterday all paperwork declared complete and I would get a call. Nothing as of today (same as complaints from others, often three days late). Then I see that when the vehicle has been inspected (a 7-10 day process? For real? No dealer would take two hours for this). I will get another call that will provide a delivery date (7-14 days or more...and many have said more was their experience). Unless buried somewhere in the paperwork, this 10-day wait and leisurely relaxed contact approach gives this process a month. I would NEVER have started this process knowing that. And the salesperson never indicated anything like that.

You say you record your calls? Read the transcripts. I was led to believe in just a week or little more I would have my vehicle. I've yet to receive my call telling me the process I face. Probably a few more days for that? Allowing Vroom all the cushion to manage sales and delivery at a comfortable pace after the sale is done, and the buyer has no recourse but to type this Customer Service and to provide a review to the various services that do such reviews. Which I fully intend to do once I hit send here. I hope the car is worth the stress of this. These folks are not transparent and forthwith about their business processes.

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

Buying a car from Vroom was the worst retail experience of my life. They over promised and under delivered every step of the way. It took me almost a month to get my car as they delayed everything from paperwork to delivery.

Now, I'm trying to get the car titled and registered in my state and Vroom has also proven to be unknowledgeable on how to even do that. They said they'd handle everything, but in actuality, I have to figure all that out and do it.

Oh, and hey Don at Vroom, I'm still waiting for you to send me my missing parts and check you said you would weeks ago.

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