Vroom Review: How It Works, Pros and Cons

I have purchased a vehicle and have been waiting for the delivery! The communication on their part is vague, and this is extremely frustrating. If I send over payment, I want what I pay for! Why am I having to wait and get the runaround?!

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

I was utterly concerned after reading all these posts. I had recently signed and send the funds to purchase a car through Vroom, and didn’t hear from them in days. So I started checking reviews online and got me so concerned! Although it would have been the responsible and smart thing, thank goodness I didn’t do so prior to doing business with them since it would have probably been enough for me to not get my car.

It’s true that the delivery did take almost two weeks, but it was delivered in their scheduled timeframe of 14 days. After the inspection was finalized and they arranged for transportation, I was notified every day via email and phone of the progress. The driver called me an hour before approaching to the pickup location, which was at a mall parking, conveniently located near me since he did bring the car on a large flatbed and needed the extra space. The car was delivered in the mentioned condition, although understandably dirty due to it being hauled from Houston to Chicago. The car was missing the rear wheel caps, possibly forgotten when changing the brand new tires it came with. An email with pictures to the support team was all it took to apologize for that, and they immediately ordered them and will send asap.

My reimbursement for the lost title which I had to pay for was also processed once they received it after getting it from the DMV. Up to this point, I have nothing negative to say about Vroom; it's an easy process, amicable customer service, sale, support, and delivery. I am happy with my car and will definitely spread the word about my good experience. Thank you Vroom!

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

Really don’t know how to rate this dealer because the dealership itself is a good setup, the people were nice and driving four hours. The process was fairly easy, however, the car we bought was terrible. As soon as we got back home we had to take it to the manufacturer's dealership the next day. So far the water pump and thermostat and gaskets all need to be replaced and now the dealer said the horn isn’t working. They also said there could be further problems after opening up. We gave them a perfect trade and it’s marked up on their site $3800. When we addressed them they said "unfortunately we can’t tell when parts are going to break" and that they would have just done the same thing and take it to the dealer. They said they do inspections. This is a one-year-old car, I don’t know how an inspection could have missed this big problem.

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

Purchased my car on June 3, 2019. Today is July 7, 2019. My car is still not registered. My home is in Colorado. I am working in Texas. I wanted to purchase a car for my work in Texas. I asked that my car be registered in Texas. The VROOM registration department insisted that I must register the car in Colorado. I have made numerous calls to various VROOM departments. Mostly I can talk to someone, who is generally sympathetic and who assures me that they will call me back with a resolution, but that has yet to happen. I do not want to return the car. I just want to re-do the purchase docs to register the car in Texas. Short of driving to Houston to sit in VROOM's store and make scene, I don't know what it is going to take to clean this mess-up.

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

I was skeptical. My co-workers thought I was crazy. But I took a leap of faith and bought a car online. In the end, I LOVE my "new" 2015 Honda Fit. For several months, I was continually searching my local dealer's inventories. One used FIT came on the market. It wasn't the color I wanted but by the time I realized I needed to settle, it was gone. Then VROOM! Several to choose from, all with year and color options that made my list. They worked easily with me and with several financing options - to include working with my bank (they definitely do not make you feel pushed to use one of theirs). When the car arrived it did, unfortunately, have a dead battery...yup! On my first day, I had to go buy a new one. When I called Vroom their response to complain their response was considerate - hitting just the right tone (after all these things do happen). I had a check for my costs within 5 days. Amazing. I would encourage you to see if they have the car for you.

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

I was skeptical about purchasing a vehicle through Vroom after reading a bunch of negative reviews about poor communication after the initial sale and long deliver times. After getting a loan pre-approval with USAA I used their car buying service which Vroom is a member of. I started the purchase process for a 2017 Toyota Tacoma on the morning of Saturday, the 17th of August, 2019 when I provide Vroom with a $500 deposit for the truck. Within a few hours, I received the purchase documents on DocuSign and they were completed in the same day. I was putting a $2,000 down payment, $500 from the deposit and then I had to wire the additional $1,500 on Monday, the 19th of August, 2019 to finalize the deal. I wired the money first thing in the morning ($20 fee to wire the money through USAA) and received payment instructions from Vroom within a few hours. By late morning the deal was officially complete. Within 2 hours of finalizing the deal I received an email from Vroom’s Delivery Support Specialist wanting to verify the delivery address. I confirmed the address via email and they said I was good to go and that the truck would arrive within 10 to 14 days.

On the morning of Monday, the 26th of August, 2019 I emailed the Delivery Support Specialist asking for an update on the delivery of the truck. Approximately 3 hours later I received a call from the shipping company stating the truck was in the area and could be delivered at 9 pm that night or 7:30 am the next morning. I scheduled to have it delivered at 9 pm with the expectation that it would be late because I’ve never had good luck with vehicle transport companies. To my surprise, at 8:45 pm the driver called me and said he would be to my house in 15 minutes. The vehicle arrived precisely at 9 pm and the driver was professional and courteous. I was expecting it to come on one of those big 18 wheeler transports where they pile 8 to 10 cars on it, however, it was an independent shipper with a trailer that could hold two vehicles.

One thing I wish I knew was that the truck would arrive with a Texas temporary registration tag that was good into October. I spent some time and money getting a temp tag in Florida where I live when I didn’t need to. As of today, Monday, the 2nd of September, 2019 I am waiting for the documentation to take to my local registry to get plates. They do state this process could take up to 6 weeks but I don’t really care because I can drive it with the Texas temp tag until the. Overall I am very satisfied with the experience I had using Vroom and I’m glad I took a chance despite the negative reviews I read.

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

While it is scary to purchase something like a car unseen, I got exactly what I wanted. No dealer anywhere around could compete on the price. This company has a reputation to up hold and what the owner gets on the delivery side is going to decide how happy that new owner is. Shipping took 5 days. I am very happy. THANK YOU VROOM.

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

I found a 2017 Jeep Wrangler Unlimited on the Vroom site for $26K with 37K miles…my dream car...it was love at first sight. I spoke with a very nice and knowledgeable salesperson who helped me through the process. Very easy and straight-forward.

The next day (Saturday) I received all of my paperwork. It all seemed a little too easy so I started searching around on the internet for Vroom reviews. I found a TON of bad reviews on Vroom. At this point, I started getting very anxious and thinking…what have I gotten myself into?

I decided to shop locally to see if I could find anything similar in the same price range. Not a single dealership within 100 miles could even come close to the Vroom price. At this point, I felt like I was taking a chance but I really wanted that car.

On Monday before I sent my paperwork in, I just wanted to speak with someone at Vroom who could ease my anxiety about this purchase. I heard from several people that day who were all extremely helpful and professional. Each of them assured me that I would be well taken care of by Vroom.

Vroom has grown overnight and we're experiencing the growing pains of a rapidly growing start-up. They were well-aware of the reviews and assured me that they were putting a wide variety of plans and processes in place to assure these bad reviews didn’t happen again. They were able to address many of the bad reviews directly and put my mind at ease.

I sent the paperwork in…within 24 hours, I received an email stating they had received my paperwork and were getting my car ready for delivery. They kept in constant communication and ensured me that all was continuing to run smoothly. This was on Wednesday and they told me my car was on schedule to be at my house by the following Tuesday.

On Saturday morning I received a call from Vroom asking if I would be in the area that day between 3-6 because the were going to be able to drop my car off then if I was. Literally 3 days after they received my paperwork.

The delivery man called me when he was an hour away and brought my car right to my door. He couldn’t have been nicer and I couldn’t have been more excited.

Today, I had a mechanic take a look at the jeep to ensure that it was OK. He looked it over very thoroughly…he told me that the jeep is in like-new condition and that I basically got a brand new jeep. Needless to say, I couldn’t possibly be happier.

Buying a car online is a scary process because it’s a major purchase decision and something I had never done before. After my experience with Vroom, I will never buy a car another way.

Thank you, Vroom, for bringing me my dream car and for assuring me every step of the way.

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

I've always searched for cars online but never bought 100% online until this purchase of my 2015 Range Rover Sport. The buying experience was pretty simple and straight forward. There was some confusion on shipping and pickup dates but that was partially due to my heavy travel schedule, but Vroom worked diligently to make it all work. I took delivery and after only driving 20 miles the Engine Light came on. The car looked in great shape and was everything we wanted so I wanted to give Vroom the chance to resolve this, just like I would any local brick and mortar dealership. It took a few extra phone calls to Vroom than I would have liked, but within short order, Vroom stepped to the plate and worked with a local Range Rover repair shop and got this minor emissions issue resolved and covered all the costs.

Kudos to Jose Gutierrez, Vroom Customer Support Supervisor for his professionalism and diligence to resolve this situation. Overall great experience and would buy from Vroom again.

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

I purchased a 2016 Kia Soul from Vroom. Shortly before the car was to be delivered, I received a call from Vroom telling me that it had been stolen during transport. I was told that Vroom would handle everything, including the loan. Michael from Vroom told me to call him if I had any questions. I have called and left messages, but he doesn’t call me back and I would like an update. What do I need to do to get someone to talk to me? Up to this point, dealing with Vroom was a great experience but the communication has been a total disappointment.

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

I had some trouble with delivery. Michael in customer service called me to discuss after the dust settled. It meant a lot that he followed up with me to help. I absolutely love my truck though. It’s better than I anticipated.

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