Vroom Review: How It Works, Pros and Cons

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

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

I really wanted to like this process of avoiding a dealership. Zero communication after initial purchase communication. Pickup was listed as 4wd, but then after delivery was discovered it wasn’t (Silverado 2500HD Duramax with lift, one would assume it’s 4wd). I called to return, after that phone call I received no responses to emails or calls. I just happened to look out my window one morning before going to the office and saw a car hauler pull up. No heads up at all, if I hadn’t been home, I’m sure this process would be taking even longer. So now 30 days from the start of the process I still don’t have a truck and also don’t have my $10,000 down payment. I received notice mid last week from the lender that the loan was canceled. Every time I’ve called about the return status the two people that handle returns aren’t working. They don’t work weekends and don’t even work some weekdays according to one customer service rep. So if you get lucky and get the vehicle you thought you were buying and don’t have to do a return, it might be ok.

Timeline:

11/26 - initiated purchase.

11/28 - received initial documents.

11/30 - received additional documents.

11/30 - wired funds.

12/10 - vehicle delivered.

12/12 - requested return vehicle was improperly listed as 4wd.

12/18 - vehicle was picked up by the driver with no prior notice I just happened to be home.

12/26 -still no refund.

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

I'm posting the same review on numerous sites because I know buyers might look in different places for info on a company. I find Vroom would only be appropriate for a person who has done all the research and knows exactly what they want and can handle a sight unseen, limited info car. They also must be patient enough to wait for delivery. My delivery was quick, it arrived within ten days of sending all the final paperwork, I have no complaints in that area.

I bought my car through them because they happened to have the exact car I was looking for. I could only find two others nationwide, and Vroom was the lowest price even with paying for shipping. The only info I had on the car was the listing, and what I found through a VIN search on Google, I couldn't get any more info despite sending emails with questions. My car had no spare key, a missing navigation card, and a missing wheel lock key. I have to replace all those myself.

The car arrived with a very dirty exterior. There was a sticker on the back window that left two huge adhesive/paper lines, it took Goo Gone, time, and a razor blade to remove it all. I couldn't even see out of the windows and had to wash before driving. The interior was fine though. I understand this is what you get with this type of buying and it was shipped from Texas to California, but finding a way to get the car delivered at least a bit clean would make a better impression.

My one real complaint was that the car arrived with a missing nav card, all the packaging was there, but it was empty. When I requested information, I received a curt reply with the original listing stating navigation was not listed. I knew it wasn't listed, but it's standard on the car trim level and every feature is not listed, I thought it might have been misplaced or something. The reply was lacking in tact, it irked me a great deal and left me with a bad taste in my mouth. A better response would have made a huge difference in how I feel about this company.

There is also no inspection paperwork. They state they do a 126-point inspection, but I have no paperwork that it was inspected at all. Ultimately, I got the car I wanted at a very good price. It worked for me because I knew exactly what I wanted. If someone finds the car they want and doesn't need help, the prices are good.

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

Offering $400 for a $4000 vehicle. A total waste of time entering the information. Joke.

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

I received excellent customer service from Terri and Jessica through the purchase process. They were terrific, especially Terri who have an enthusiastic personality and was fun to talk with. The process started and ended in precisely seven calendar days, which is remarkable. It was a great experience up until the delivery process, which was awful. I got my vehicle delivered late, almost close to midnight, and no apology for the inconvenience! Also, it was extremely filthy for something that is expensive. Additionally, I was told to "just sign to accept the car." The delivery men rushed me and did not give me the opportunity to inspect my vehicle before they left. Later, I wanted to leave them negative feedback, but unfortunately, the link didn’t work when it was sent via email.

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

Worst customer service ever experienced.

This is the fourth automobile I have purchased from the company formerly known as Texas Auto Direct (now known as Vroom). The automobile I purchased on April 2, 2019 was a beautiful 2017 Fiat 124 Spider. The purchase price was great at $18,480. I had my financing in order, so this should have been a very easy transaction.

My paperwork was completed on April 2, 2019, and I hoped to take delivery by April 8, 2019 because I would be out of town after that date. This became a problem because there is really no number to call to check on your delivery date. I wasn't pleased with the communication regarding delivery, so I called their customer service and arranged to pick the vehicle up in Stafford, Texas. This was a five-hour drive for me, but I felt better knowing I would have the car prior to my vacation and wouldn’t have to deal with the poor delivery service anymore.

It took about ten irate phone calls with their delivery team before I finally got to speak with someone in Texas that could help ensure the car was ready.

Before pick up, I was contacted by Lupe Espindola, who assured me that the Fiat would be ready on April 6th, and that I could pick it up at 9 am and simply drop off my trade. So that is what I did. This part of the transaction went well. The car was ready on time, clean, and I left my Elantra in their parking lot, as instructed.

After I got home, I realized I’d left my garage door opener in the old car, so I texted Lupe to see if he would mail it to me. He said he would. This was a lie.

The next snafu was them mailing me the title and other paperwork that I needed for registration. In Louisiana, you have only so many days to register a newly purchased vehicle. The paperwork took so long that I was assessed a late fee by the state of Louisiana.

When I DID get the paperwork, I realized that I had been charged a $499 delivery fee. After all of the hassle, I went through to go pick the car up, I was astounded that the delivery fee was charged. I e-mailed and called several times about this issue and was assured a check would be sent. This was misleading.

The check was sent a week later; however, it went to my lender, USAA. Not to me as was suggested.

Three months later…after a phone call from my old lender, Capital One, I found out that Vroom NEVER PAID OFF MY TRADE-IN. Capital One said I had two days to arrange for payment or they could report me to the credit agencies.

I called the service line that I had become so familiar with over the past three months to tell them about the situation. I demanded that they pay off my old loan immediately or redeliver my Hyundai Elantra back to me. After all, I was still technically paying for it. After about 10-20 phone calls with their "service" department, I was informed that they could not wire the money that easily.

Instead, they would have to send me a new set of paperwork via FedEx. I was assured they would call me, though, and arrange for delivery of the paperwork. Instead of calling me back like they promised, they proceeded to send the paperwork to my home address. I happened to be in California at the time, so I was pretty enraged with that. I called them back several more times to ensure that the papers were sent to the place where I was staying in California.

They did assure me that they would go ahead and pay the balance of my trade before they received the returned paperwork. This was a lie.

Before I received the final paperwork to have my trade-in paid off, I got a call from their DELIVERY DEPARTMENT. Amazingly, the sequence of events had set off some kind of automatic pick-up request for my old trade-in. A guy from Texas calls and asks me what day he can pick up my Hyundai Elantra! The Elantra had been dropped off in Texas THREE MONTHS EARLIER.

This company is the worst. Their various departments don’t communicate with each other, they don’t communicate with customers, and they aren’t honest when they make promises. I called them several times after the whole ordeal to ask for some type of compensation for this disaster of a transaction, and they did nothing. Had they reached out to me and made some type of offer for all of the time and frustration they caused, I wouldn’t leave such a negative review.

The truth is, you need to read this review and avoid the company at all costs. You might save $1000 on the price of a used car, but think about what your time and well-being are worth. You don’t want to risk it. I can only imagine how much worse it could have been if the car I received had problems. DON’T EVER BUY FROM VROOM.

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

As far as the buying experience goes, it was smooth and quick. After the papers were signed it went downhill.

They promise to keep you updated about the delivery. Every day I got an email from someone new. When it was 24 hours out I replied to the email asking for a delivery window (as is promised per their emails) and I received no response so I called the following day and all I got was "we'll have the drive can you soon with an estimate." The drive finally did and delivery went smoothly with him. I was less than impressed, however, that I had just spent the better part of $40K to be delivered a vehicle that was extremely dirty from the trip (to include a temp tag that had endured the bring if the storms along the route and was already falling apart) and to find that I had less than a quarter of a tank of fuel (under 60 miles to empty according to the onboard computer). So, on the day of delivery, before I could even "show off" my new purchase, I had to spend another $80+ to wash and fuel it.

It took over 24 hours for then to follow up on the delivery and that was only through automated emails. When I replied with my displeasure (via email and through their own surveys) I was again greeted with nothing but an automated response. Customer service is non-existent.

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

WHY 3 STARS:

- Vehicle was a dirty mess inside and out upon delivery.

- Vehicle had a mechanical issue upon delivery which took 5 days to diagnose and repair. Vroom is not willing to provide an extension for the 7day/250 grace period to return the vehicle, even when they deliver a disabled vehicle.

- Part of the service fees were for detailing and for a certified technician to inspect the vehicle. As the vehicle was a dirty mess inside and out and that it was delivered with a mechanical issue, I doubt either occurred.

If Vroom was in agreement and accepting to provide me with an additional 7-day/250-mile purchase commitment grace period from the date the vehicle was out of service. I would have for sure provided a 4-star rating if not 5, and I wouldn’t have spent the time to detail the notes below. But if the mechanical issues were not resolved within 6 days, I would have been forced to return the vehicle not knowing what other issue it may have.

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

The titling and registration process, however, is a complete nightmare! I am over 60 days waiting for my plates and the paperwork hasn’t been completed yet. I have made multiple calls over almost a month and they don’t tell you additional items are needed from you until you ask multiple times and your tag is expired. Then you have to wait for another tag while you can’t drive your vehicle. Let’s pray I get my plates before 2020.

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