Vroom Review: How It Works, Pros and Cons

Be careful dealing with them, know they cannot be relied upon if you really need the vehicle in a timely manner. Know they will keep you in gated customer support tiers and will not let you talk to anybody with any responsibility. They took almost a month to deliver my vehicle after promising day after day after day hour after hour after hour, they refused to give me a straight story and half the time did not know what was going on themselves. First, they forgot to book a carrier, then the carrier disappeared with the vehicle for two weeks while continuing to promise delivery later that day or tomorrow putting my whole life on hold while I waited and waited. Customer service is a joke and they never returned calls like they said they would. I had at least 30-40 calls with them. They now owe me for a rental car and other undisclosed damages to the car and are very slow to respond. What a nightmare.

Even if the delivery went smoothly (instead of me having to go around them to get in touch with the carrier directly because they refused to give me the info so I could then find out where my car was and drive out to the middle of nowhere to get it from them to end the madness of delay after delay), the way they have their customer service set up to not give info and only certain departments do certain things and they will not let you progress to the next tier of service until they are ready is completely ridiculous, there is no personal responsibility for any employee there, they give zero cares.

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

We purchased a vehicle through Vroom and so far the whole experience has been terrible. They received our down payment and the signed paperwork and it's like they disappeared. They were calling us prior to receiving our down payment. On July 16, 2019 we got an email that our purchase was complete and that they would provide an estimated delivery date once our vehicle shipped, which should be within 3 days from "today" they said. We called them to inquire about the vehicle, but every time the person on the other end would say they had no information on the vehicle other than what the make and year the car was that we purchased. They didn't know where the vehicle was nor when it was going to ship.

On July 20th, we received another email that said they were prepping our ride and it was taking a little longer than expected. We did not receive the vehicle until days of calling getting nowhere and no information until finally we asked the right question "do you have the Hub number?" Apparently, this was the place the vehicle was and the people with the delivery information. Keep in mind, no one offered this information to us the number of times we called in to inquire about the vehicle. My husband and I both wondered for a moment if we got scammed because no one ever had any information.

On the 25th someone from Vroom gave me the Hub number only after being asked for it. My husband called and the lady said she had our vehicle and would deliver it in the a.m. the next day on the 26th of July. The vehicle was finally delivered on the 26th of July. However, it arrived with one key. Also, that one key had the portion of that key missing that locked and unlocked the child lock on the doors. I have young children who don't understand how dangerous it is to unlock the door and open it during operation. This portion of they key is vital for a parent and should have been intact prior to them delivering the vehicle. Vroom's site says "Every Vroom vehicle must also pass multiple inspections for safety, mechanical, and cosmetic issues before it is sold. If a vehicle does not meet our strict retail standards, we do not list the vehicle for sale on our website." If that were true, that portion of they key would not have been missing, because that is a HUGE safety issue for any driver with young children.

Additionally, the hands-free option the vehicle has was not working. My husband and I followed the manufacturer's instructions to attempt an update on the software, but to no avail, the hands free option was still inoperable. This is also another safety issue. We called Vroom after a couple days of attempting to remedy that situation and they said we could take the vehicle to the vehicle's make of our choice. Vroom said they would take care of the repair to fix the hands-free issue and key. We dropped the vehicle off on Monday the 29th of July. We had the vehicle for 3 days prior to being able to drop it off at a shop. Unfortunately, the service department associate needed to fix the hands-free issue would not be in until Wednesday. Vroom told us they would give us a car rental with Enterprise. However, we had to call them to get them to extend the car rental for longer than a day. They originally authorized only one day for the rental. Once they knew the associate wouldn't be in until Wednesday, they extended the rental until Friday. The service department where we dropped off the vehicle told us on Thursday (the 1st of August) that the part they needed would not come in for 3 or 4 days, but then they talked to us again and said that the part would not be in until next Thursday or Friday (8th or 9th of August) and the associate that could complete the repair, wouldn't be in until Monday the 12th of August. My husband called Vroom this morning (Friday the 2nd of August) to find out what they wanted us to do concerning the car rental (considering it was due back today) and to ensure we would still be allotted our 7 days to get to know the vehicle we purchased, after we get it back from the dealership.

We want to be able to make a fully informed decision on whether to keep or return the vehicle. We were told they would get back with us. Vroom’s website states "You have 7 days (or 250 miles, whichever comes first) to get to know your new Vroom vehicle. Drive it to work, stuff the trunk with groceries, and park it in your garage. If you decide it’s not right, we’ll help you exchange it for something else or provide a refund." Well, we don’t get an email until 6:43 pm today (the 2nd of August) from Vroom. The email says that they will reimburse us for the deductible of the repair, but can’t extend the rental or the 7 days, and that we would need to pick the vehicle up and bring it back to the dealership when the parts arrived. Well, we can’t go pick the car up from the dealership because they are closed, and we also think it’s extremely unreasonable to force people to make an ill-informed decision on a vehicle purchase when we were promised 7 days to get to know the vehicle. We don’t know if this part that comes in is going to for sure fix the hands-free issue. This is an option we fully expect this vehicle to have. This vehicle is currently missing some of its basic essentials and functions that our family needs. If this vehicle was truly inspected as their website states, we would not have received this vehicle in the first place. We are business owners and we would not ever want our clients to have to go through the hassle we have had to go through having used Vroom. I have currently had the car rental longer than I have had the vehicle I purchased from Vroom.

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

I was reluctant to buy a car online but they make lots of promises like, cars usually in 7 days or less. After giving them the full purchase price I received an email stating I would get an estimated delivery date in 3 days or less. I was also told that cars can be in the inspection phase for 24 hours but it's usually much less. At the third day I called them to inquire. They said the car was still in final inspection. This carried on through day 5. They could provide no further information and on several occasions were going to look into it and call me back that day...they never returned a promised call. I called about everyother day. At day 7, they were just waiting to get a carrier booked. Couldn't tell me when it would happen or how long they would wait on a carrier before deciding it was too long. I figured out the car was in California from the Carfax so I knew it was going to take a little longer to ship. They then sent an email saying they found a carrier and would call by the end of the day to let me know the estimated date...they never called. I called to find out the estimated date and they told me the following Sunday, which would be 16 days after purchase.

At this point I was given different information each time I called so I continued to call. I called back later that day to ask for the carrier information so that I could get an answer straight from someone who might know what is going on. They said "well it isn't actually booked but we have the estimate". When I asked how they could have an estimate if they didn't know who was booking it, they back tracked and said it was tentatively booked. She confirmed the car had not left and didn't know when it would but she assured me they were confident on the Sunday delivery date (this call was on Monday one week before the estimated due date). Monday night I get a call that the car will be arriving in the morning about 8AM-11AM. So for three days that the car had to be on the road, they didn't even know where it was. They have zero information and 85% of the agents are rude. The other 15% are ok but they still have no answers and never follow up like they say they will (including Supervisors).

Got the car with just enough gas to make it to the gas station. Delivery guys were super nice but late from the 3 hour delivery window. I ended up getting the car on day 11. Quite different from their 3 and 7 day advertising. And honestly, 11 days would have been fine if I was just informed, treated kindly, and they actually seemed to know what they are doing. Now I am waiting for my $500 deposit. Day 8, had to call and low and behold...they are backed up and running behind but it "should" be processed soon. I wonder how many people they just try to see if they forget about the $500 and keep. Overall, horrible experience. And their attitudes reflect the fact that they just don't give a crap about the consumer.

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

I love the car. Vroom customer service is just incredibly poor. They have maybe 5 different departments you work with through the process and none of them can communicate with each other. They cannot answer simple questions like whether the car comes with 1 or 2 keys. When I communicate by email, they rarely respond. When they do respond, it’s like they didn’t read my email at all. They have such great potential if they could just figure out how to do customer service.

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

Delivered repainted vehicle. Two auto body shops said car was involved in front end collision. None of this was disclosed prior to sale. They were, however, very attentive about returning my funds.

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

To start off, buying the vehicle was simple and painless. Now getting my vehicle registered is a different story. Not sure if the issue is because I purchased the vehicle out-of-state or what. Can’t reach anyone from customer service. Called twice so far and nothing. I purchased the vehicle back in June and now it’s August and my registration is expired. The funny thing is when I called last month regarding an update I was told I would receive my registration in the mail by the first week of August. I highly recommend purchasing a vehicle in-state instead of out-of-state to avoid what I’m going through.

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

What an awful business. I wanted to trade in my current vehicle and purchase one from them. They kept sending me trade-in offers via email that I could not open. Their tech support was absolutely useless. I never did get to see what they offered me. I started the purchase process on one particular vehicle 3 separate times because I never heard back from anyone about completing the purchase. Did they hire the customer service dept from Sears? I predict Vroom will be going the way of Sears very soon. Stay away from these people. I would give negative stars if they let me.

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

I wanted a Ford truck with a specific motor. I searched everywhere in town and could not find the one I wanted. Finally, I found it online and Vroom said they would ship it to me. It was $500 to deliver but I thought what the heck since it’s the exact truck I was looking for with the motor that can pull my trailer. I signed the papers and sent them back, then a few days later I get an email at noon saying your truck will be delivered today and before this I had not received a call or email saying it was going to be delivered today. I had to call out of work and go home and after a few hours I called in and they said the truck won’t actually be there till the next day between 9 am and 7 pm. I called out of work for the next day and waited for the truck, which arrived at 8 pm after dark. The next day I went out and looked at it and it does not have the advertised motor in it. The one it has, the base 6 cylinder. I sent an email in to the support team and waited 24 hours. I didn’t receive a call or email, so I called in and they were closed so I left a voicemail and waited another 24 hours in which I did not hear anything again. So, for the third time I call in and explain the situation and the person simply says the fault was not on their end and he will send it to his buy back department but the $500 is nonrefundable. Lesson learned. If you cannot see or touch what you are buying don’t send money or sign anything trusting they will hold up their side of the deal. Now I am waiting to hear from the buy back dept which may take 48 hours. So far I am missing a day and a half of work and $500. If I had to do it over I would just stay local that way you can see it with your own eyes and know exactly what you are getting. Too much stuff gets lost online or explained over the phone and they wont take ownership of anything.

Update - Absolutely the worst company I have ever had to work with. So the representative calls me up just to tell me I am wrong. The had since taken all the ads and he says if you don’t have any written proof I can’t help you and then sends me a pdf that has nothing to do with the website or the phone call where the person on the phone told me the incorrect info. I decided just to do the refund process and told them that I only drove the truck half a mile to fill up the truck with gas so I would like to get the money back for that and I can supply the receipt and if that was going to be a problem let me know before the truck gets picked up. A few days later the truck gets picked up and within the hour I get a response asking if I have written proof about getting a refund from vroom. I told him he should have let me know before the truck got picked up and had days to do it. He said there was nothing he can do. Vroom has now stolen $563.65 with no remorse, empathy, or decorum. Take it from me. Do not do business with Vroom. They are only worried about being right and actively looking to turn the screws to the hard-working customer.

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

I would never do this again. Took three weeks. No updates. No ETAs. Couldn’t make any plans. Emailed twice with no response. Customer service couldn’t connect me with anyone with answers. Website lied when it said that I would get an ETA in 5 days. Representatives lied when they said I’d get my vehicle in 10 to 14 days. The vehicle was shipped with worn tires. AND THE FUEL TANK WAS EMPTY! Never again.

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

Stay away from Vroom unless you don't value your time, money, and sanity.

Sales process:

The sales reps pushed submitting my financing application out a day because he wanted to see if I would change my mind about buying their "Vroom Protect" program or whatever it's called for $2500. So, already inconvenienced me in order to try to make a kickback. I asked if the car had paddle shifters because the images of the vehicle were too low res to be able to tell, nor was the feature listed. However, I knew the particular car typically came with it as an option, and just wanted to verify. He simply looked at the images and goes, "well it doesn't look like it does."

Problems with this:

1) The images are too low res to see the shifters in the first place, and sufficient information about the vehicle was lacking.

2) Could the guy not walked out to the vehicle to check? I'm about to spend $15,000+ and you can't answer a simple question about the car? If they're at a different location than the vehicles, at least have a way to contact someone who can get the answer.

Purchase process:

I was given bad information on how to send payment to them. You must send either a Cashier's Check or a Wire Transfer, both of which you must physically be at your bank for, which was an issue for me because my bank is out of state. Because of this, I asked their financial department whether I could send payment through Western Union instead. They said yes, no problem, I sent the payment, and got a call three days (give or take) later and was told that it actually wouldn't go through, even though I've already sent the money. Ended up sending Money Orders instead.

Delivery Process:

Poor explanation of how this works. Even though my vehicle arrived sooner than expected, I was in the dark for most of that time and was stressing like mad not knowing if it would be a week or two or three. The third-party who delivered the vehicle was stellar though.

Cleanliness of Vehicle:

Poor. The delivery driver immediately pointed out the scuffs, scratches, poorly touched up and un-sanded spots on the car. Okay, it's a 4-year-old car, I don't expect it to be absolutely perfect, but now I know why the photos on their website are low-resolution...THEY'RE HIDING IMPERFECTIONS.

Get inside, and what the heck? There's dirt and crumbs in every crevice, including on the seats! Not to mention the stench inside the vehicle from the previous owner...yes, I can still smell the previous owner and could give an accurate description of that person based on smell alone, I feel. That's how prominent the smell is. An hour and a half of wiping everything down with Armor All, and the vehicle actually kind of looks like new if you disregard the color wearing off the red leather driver seat. Febreeze has helped with the smell, but I'm disgusted.

Titling and Registration:

Still have yet to complete this process. You're told this will take 4-6 weeks or maybe longer. Well, I'm moving out of state in less than two weeks, so that ain't gonna work. I've called the title/registration department every single day for almost a week, leaving voicemails and callback numbers with all the information and questions stated. I've sent an email that has yet to be answered as well. I've called customer service (let me note that customer service is always very kind and helpful to the seemingly best of their abilities, however, what they're able to do for me is limited) several times who has tried contacting the title/registration department themselves with no resolution, as well as escalated the issue to their manager in hopes they may get an answer. Nada. Absolutely preposterous that these people are ghosts at such a crucial step in the process.

I will NEVER buy another car online. If for some reason I do, it won't be through Vroom.

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

I specifically asked sales staff, Morgan I think, to have the tech shop measure tire tread for the car tires and report back. She called and told me the tires measured in the 8 range...like the car has almost new tires. So I bought the car and my inspection after delivery finds the car has 3 measuring 7s and one barely 3. Can't drive a 4wd vehicle with varying tread without risking damage to the car. So I cannot even drive the car I just gave Vroom $25k for. My first customer service rep, Chris, left much to be desired. I'm told by new rep Zaidmy that Vroom is going to make me sign a release before they'll replace tires that never should have left their lot! It is as if the customer is the bad guy! I get very vague answers and info from Vroom customer service reps, but when Vroom sales are on the phone, I heard how Vroom won't even sell cars with defects or sub-standard cars and that any car Vroom is selling is high quality. I'm waiting now to know how Vroom handles this and a damage door trim from shipment. All I want is the "high quality" driveable car that I paid my hard-earned money to buy from Vroom. I'll review again when I know the end result.

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