Vroom Review: How It Works, Pros and Cons

I had a great experience with Vroom. Super happy that I jumped on the vehicle when I did because I got it at such a good price there's no way it would have lasted on the marketplace and I would have missed out. Every single person I spoke along the way with set my expectations so that I would know what would be happening next for each step along the way. What a great customer service team. From the first gal who took the sale, to the contract team, the delivery team and the registration team. Superior customer service really. There wasn't a day that they weren't in contact in some form or fashion. I had never done anything like this before and they made it a breeze. As a matter of fact, they were able to get me financing from Chase that had an APR that was 1.25% lower than what my bank had quoted me, thank you!

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

After a rocky start to new truck ownership, Vroom is making it right. My truck showed up with some damage that wasn’t reported before they delivered it. It wasn’t really bad but I still wasn’t happy. It wasn’t what I was expecting. It took a few phone calls and emails but Vroom is owning it. I had an estimate done and it was approved the same day. Thank you, Jessica and Diane, for seeing me through and winning over this customer!

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

Everything went great up until they got my money. I was told I'd receive a call within 5 days to set up a delivery date. On day 6 I grew tired of waiting and called them. Delivery date was set for a Monday (10 days after purchase) and told I would receive a call on Sunday with a delivery window. No call on Sunday so Monday (tired of waiting again) I call and ask for a window. No delivery today it will now be sometime Tuesday (they don't have a window again) but they will call me later with a time frame. Get a call on Monday evening that my car will arrive on Tuesday morning. Get another call later Monday evening that there has been a delay...Wednesday delivery. No time frame. So it's going to be a minimum of 13 days after paying my car before it arrives. I'm told the title will arrive between 2 and 6 weeks after delivery but only have 30 days to title the car so could very well get stuck paying a late fee and probably will based on my experience so far. They did a great job until they got my money. Now there's no urgency and little service. Barely an apology for my "inconvenience".

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

Before I get into the reason I would never let my dog buy from Vroom, let me first say that the car buying process is very simple and enjoyable. I had several questions about the vehicle before I purchased it, and they were able to send me and email of detailed answers. Kudos to the sales department.

Once the vehicle arrived, the problems began. I found online a 2018 Toyota Tundra that had approximately 10,000 miles on it. The first day driving the vehicle and turning on the radio, I noticed that there was a piece of paper in the speaker that was buzzing in the front passenger door. Upon closing the door I also noticed that the door had a rattling sound and did not close correctly. Since the vehicle was under the factory warranty, I took it to my local Toyota to have the paper removed and see what was wrong with my door. The technician came to me and asked me "Did you know that your door face had been completely replaced'? I told him "no, the Carfax and description of the vehicle said no such thing and especially no bodywork repair". Upon inspection, the entire door skin had been replaced, the drip check seam sealer had been ripped off, there were grind and sanding marks to the door itself, and there were spots where the door had been poorly repainted, and the door did not line up right on the outside when closing. Vroom, states on their website "Every Vroom vehicle must 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." Evidently the inspection must not have been very thorough.

After bringing these issues up with a customer support specialist I was told to go get a quote from the Toyota collision center so the issues could be resolved. I was told verbally over the phone to get the estimate and vroom WOULD FIX THE VEHICLE. This was a lie. To fix the door, the estimate was approximately $1,250. Vroom reaches back out to me a few days later and threatens later that I need to sell the vehicle back to them or I would be stuck with the repairs myself. I had searched for the vehicle for months and found exactly what I wanted, so I didn't want the vehicle to be taken away, I just simply wanted my door fixed. Vroom replied saying that it cost too much to fix the door, and they would set up for the vehicle to be sold back. This was obviously not what I wanted, and I did not understand why they would be willing to pay more money to send it back, and have a damaged vehicle they would have to fix or send to auction to lose money.

After I refused for them to take the vehicle away from me, I had to get on the phone with higher-ups and they finally told me they could give a maximum of $500 to go towards the damages. In the end, I was responsible for fixing the damages on my truck, and Vroom got away with not having to fix the vehicle except for their $500 contribution, which was just a drop in the bucket of what the damages actually cost. Congratulations Vroom, you sold me a damaged vehicle and swindled me into paying for the damages. Would never recommend!

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

My name is Ashley Murariu. When I first began looking at Vroom's website it seemed like the website was a great way to buy my first car. I picked up the phone and called a sales rep, his name was Devon. Devon helped me buy a 2013 Mercedes-Benz C class. After speaking with Devon the contract came in just a few short days and the car came soon after, but this is where the problems started. I signed the paper for the vehicle, got into the car and the engine light was on! I had to drive the car to my local Mercedes dealership where they did not want to give me any information about the vehicle and why the engine light was on. Later I found out that Mercedes-Benz never recalled the vehicle and Vroom has sold it to me with the engine light on and everything.

I immediately began calling Vroom customer service numbers and I spoke to Chelsea Rice. Chelsea said she'd send over all the information to my loaner about the new vehicle I wanted to swap out with the Mercedes-Benz. Well, this process took almost a month, I waited and waited and never heard anything from anyone working at Vroom and every time I called they kept telling me that I needed to be patient and that they needed to wait for the bank. Finally, after almost a month of not being able to drive the Mercedes-Benz and not having a car at all to drive, I finally received a call from someone named Patrick. Patrick took down all my information AGAIN about the vehicle that I wanted to swap for and after many weeks of waiting, Christmas day I received the vehicle. I was reassured by Patrick that everything would be sent to my loaner and everything would be updated and set up for my payment and I thought the worries were going to finally stop. Although I just received a call from the bank I am financing the vehicle with and they asked me for my monthly payment on my MERCEDES-BENZ C CLASS! I am now currently fighting with Vroom and everyone on the phone because every person is telling me that my loaner has received the new contract but my bank has said that they didn't. Clearly someone doesn't know how to their job.

Vroom has done nothing but ruin my first experience at buying my very own car. Every single person I've talked to did not help me at all and they don't do their jobs nor try and help their customers. Please, if you're thinking about buying a car from Vroom, DON'T DO IT! Save yourself the stress and headache. Vroom is not a good car dealership!

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

Terrible overall experience. I purchased a Lincoln Navigator from Vroom instead of Carvana, because Vroom's pricing was better. I now wish I had just paid the higher price and gotten better customer service from Carvana.

The customer service is just slow and only gets worse after they have your money. They missed every single deadline by a significant margin. Submitted for financing and to buy the vehicle. Was supposed to be contacted within 24 hours. This did not happen so I had to call them and wait on hold for an extended period to actually get the car reserved. They told me they would overnight documents to sign and assured me that even though it was later in the day the documents would be there the following day. Turns out they didn’t even get dropped in the mail until the following day.

I signed the documents and overnighted them back with payment. Was told I would receive a congratulatory confirmation email within 24 hours of the docs being delivered. This never happened. In fact, I had to call multiple times over the course of the next 5 days to get confirmation.

The salesperson had told me we would have the car in 10-14 days and Vroom burned 5 days just sitting on the docs. From the point of confirmation, it was another week and a bunch more phone calls before the car shipped. They claimed it was in "inspection" and could not give an ETA on when it would be out. Once the car was delivered to the local hub they were supposed to call and set up delivery. This did not happen and again I had to call and track down the car again and was again told it would be a couple more days even though the hub where it was sitting was 15 minutes from my house.

The salesperson on the phone told me the process would take 2 weeks, it ended up being over a month.

And the headache isn’t over, the car came with a temporary tag which is now 2 weeks from expiration and I have not received a new tag. Called Vroom again and was told they were still processing the docs and could not give me a timeline for their completion, other than that it would take a month to receive the new tag once they were complete.

I am now left with either being without a car for at least 2 weeks or going to the local DMV to get another temporary tag.

This has been a poor experience all the way around. Vroom does not stick to any of the timelines references in their marketing material or by their sales or customer service teams. Sure you might get a decent car for a good price, but it comes at the cost of a massive headache and hours and hours spent on the phone following up with them.

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

This was the worst experience. Were sent the wrong vehicle. I was so mad. They charged us $599.00 and the vehicle I ordered was never delivered. This company is a scam. Edward in customer service tried to argue with me when I called him out on it. This is a shame and disservice to customers. Once they get your money, they talk junk and act like they have no idea what could have happened or where you're coming from. They should be shut down. I wish I had seen all the negative reviews before. I see it's not only me they are scamming. I asked to be called by a Supervisor and no one ever responded. Poor communication and customer service. Customer support is a joke. Please don't waste your time with this company. They are a piece of work. Edward should be fired with his attitude. They will get what's coming to them. All these negative reviews...They won't be in business long. Buyer beware.

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

I am waiting on a car I purchased on 1/28 and wired the money in full. Was told the car would be delivered on Monday, 2/8 (three times was told Monday), at 9:45 pm no car. Had to get a hold of the carrier. The carrier said Tuesday, said he would call me Tuesday morning. No call, called him and he gave me the number to the driver. Driver was clueless - told me Wednesday by noon (he had no clue how far I was). Talked to Vroom numerous times on Tuesday - not one person can answer a single question, offer an apology, or give you a number or email to anyone in authority. It is the worst customer experience I think I have ever had. So no car today. Vroom last night told me they would call me today, 2/10/21 (no call), called earlier and nothing. Called the driver and now he is saying Friday. Hard to believe a word anyone is telling me. I would like my money back! All of it! Called Vroom again. I have been free labor for this company for 3 days. No chance of talking to the same person twice. Run around by everyone. Blame the carrier, no communication. Highly unprofessional!

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

I bought a car from Vroom in March 2021. No temp tag when it was delivered and that was only the beginning.

Not even 6 weeks later the Civic I bought with only 32,000 miles on it broke down. Now the car has been at the Honda dealership where we towed it for 4 months. It is completely inoperable! Being my sole source of transportation, I now can't get to work to pay for the car. In which I am still making payments. Vroom said they would buy it back. Three different people from the company told me that. But yet not one of them has followed thru and gave me my refund!

This is the worst buying experience ever. Not to mention they are going to ruin my credit, which I worked for years on to be able to get a loan. I would never recommend this fraudulent company. Not even to my worst enemy!

Length of Use: 3–6 months

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

I was worried about buying a car with Vroom after reading all the negative reviews, but I had a very good experience with them. The only problem that I had was with delivery. The car arrived a day later than promised and we ended up wasting an entire day waiting for the car. I had no other troubles and ended up with a great little car and a great price for my son. We did not have a car to trade in, and I understood up front that the process would be slow as compared to a local dealer. But I never had to deal with a dealer or high pressure sells. Everybody I spoke with was very friendly and helpful and emails were answered promptly. I also received my tag in the time promised.

I would buy a car from them again and also recommend them to others.

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

Vroom is not the best company. I love my car and not having to go into a dealership, but there is no customer support what so ever.

First of all, when they delivered the car, the delivery guy locked my keys in my car (in a parking lot at 10 pm) and appeared to be under the influence. Then I was told I would get my plates in 4-6 weeks. After six weeks, I called. It took me five days of calling to get a person on the phone. The person I talked to said I had to get a smog check since I'm in California. I told her no one told me that. I told her my tempory tag is about to expire, and she said that her supervisor will email me the paperwork I need for my smog and that if I send proof of insurance, they would overnight me an extended temporary plate. Well, its been two weeks since then, no email, no return calls after several messages left and emails written.

In about the 20 times I have called, I've gotten one operator who transferred me to another voicemail box. I'm pretty upset, and my temporary tags expire in three days. If I could do this all over again, I would not get a car from Vroom. They don't care about their customers in my opinion. I feel that we are literally spending thousands of dollars, so we deserve to be treated with some respect.

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