Vroom Review: How It Works, Pros and Cons

While Vroom had good pricing on a vehicle that I was looking for and the sales associate was friendly, their delivery logistics, post-delivery communication, and quality concerns were a nightmare to deal with. They will not disclose an inspection report regarding the vehicle you're interested in (even though you can't see the vehicle in person). Their 7-day return policy is a joke. Hope that you get lucky in the quality of your vehicle as you're out the $600 delivery fee either way.

They did not work around my schedule for delivery and I had half a day's notice to take off work to receive the vehicle. Nor did they work around my schedule for picking up my trade-in, but luckily my wife was home early.

The vehicle had less than 30k miles and came with exterior defects that were not made apparent in photos (as their more transparent competitor does as a courtesy) and came with warped brake rotors. The car would shake as I used the brakes. I contacted Vroom regarding this immediately after taking delivery and the rotors were diagnosed warped by a dealership service center.

Vroom would NOT repair them and I had to pay out of pocket to make the vehicle safe to drive. Never again will I buy from them.

The only reason they are getting a second star is because the vehicle's other mechanical systems are in good shape. Buyer beware.

Length of Use: Less than 3 months

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

Well, it's been 2 years in the USA and now I was able to get my first car. Was looking for preowned, low mileage cars, and that made it possible with Vroom. Extremely clean, low mileage. When the car was delivered, I swear it seemed just like a new car. It was a Honda Accord Sports 2017 and it was brand new, mint condition, simply perfect. Thank you to the entire team of Vroom for making my choice valuable for me.

Length of Use: Less than 3 months

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

One thing you should know - the car purchase is easy for the most part. They are very quick to be friendly on the sale side, BUT, just wait for the deal to be done and your nightmare will begin. Getting docs they require is very unclear, getting your registration will take a few months, tags will expire and you will be on hold for 40 minutes, no kidding! Then get hung up on by some random person. My parents are older and this was a new process, but they will never go through this again. They like having a person to speak with that actually responds and gets back to you. Our sales rep never once responded after 6 emails, super unprofessional customer service. Be prepared to blow out a few gaskets after the "friendly sale".

Length of Use: 3–6 months

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

Okay, so this is my experience with purchasing a car from Vroom. You are able to call and do the ordering process with a representative over the phone. Do not, I repeat, do not buy the extended warranty/maintenance plan from Vroom. It is through a company called Safeguard, which is a scam.

Try to ask for the bank approval in writing from Vroom to make sure they are not raising the interest rate. Make sure if you're trading in a vehicle to see if they can raise the appraisal value; they did for me.

Make sure after you submit your documents to call the title department and ask all the questions about the title. What they told me is the vehicle could show up with no tags, or the vehicle could show up with new buyer tags that are temp. After 2 months of having new buyers temp tags, you have to call and ask for new temp tags and provide your insurance with the coverages that they allow in Texas to get the new temp tags. The title department said that the vehicle could take up to four months to get your actual plates which they should state on their website, I think that that is not cool.

With the 7-day 250-mile return policy/warranty, usually they will only refund your deposit of $500 when you buy the car if there's a mechanical failure. Even though they say that you have a 7-day 250-mile warranty in my research this is sort of not true. Something else to look out for is your vehicle could be late upon delivery, they are using third-party HotShots to deliver the vehicles so delivery is kind of unreliable based on the schedule that they set for delivery.

When I was approved from Santander Bank I did some research into the bank and they've had some shady situations and class actions that they had to pay back so I went ahead and called Santander Bank to confirm that I was approved for financing. Because upon research I found that Vroom has approved auto loans on behalf of Santander Bank only to come to find out that the person was never really approved. So in my situation, I wanted to make sure that they did approve my loan before I sign the contract.

You will have to pay $500 as a deposit to hold the vehicle until 10 days after you received the vehicle which I think is very unfair. Also, you have to pay $599 to transport a vehicle to you which can be in the finance.

Upon doing further research into them actually doing a deep check into the vehicle and also cleaning the vehicles, I think this is where they're lacking. They don't actually service the vehicles or look at them and they don't really clean them so this is your responsibility, when you receive your vehicle the first day you need to take it to the dealer that manufactured the vehicle and have a thorough inspection done.

In my situation, I bought a new truck, 1 year old that has 7000 miles, I'm still waiting for the vehicle to arrive. I finished the contract, sent all the information in and provided all the information for my trade-in. I believe it's best to also contact the original manufacturer, give them the VIN and see what information you can get.

Do not for a second think that you can trust Vroom. You need to do all your own research, check on your own vehicle, and make sure that if there are any issues, I repeat, make sure that if there are any issues with your vehicle you let them know within the first seven days because if you don't after the 7 days they will tell you that's all your fault. And they will not help you.

The issue that I see here is that when you receive your vehicle they are Texas plates and so you're buying a vehicle that's out-of-state, one that saves them costs, you are dealing with a company that has multiple different locations for operation so that saves the money there. They also own a dealership in Texas called Texas Direct; I would do research into that. They have not had a long-running history of doing the right thing so you have to be on top of all the information and knowledge about your vehicle.

The most important thing that I think you should know is that this company is not trying to provide as much transparency as possible. Because most of the people that work at this company are new, and have worked there for less than three months or they have no idea what they're talking about.

You MUST call the titles department and make sure everything's okay. Call the delivery department and make sure everything's okay there and as well. Check in with the sales department to make sure that the contract was made correctly. I think it's important for Vroom to let people know that it could take up to four months to get your tags, that you would be left with Texas plates for 4 months until you get your originating state's plates, that you have to do a smog check, and also take your vehicle in for a VIN check through the police department. These are things that the website does not tell you. Sometimes Carfax reports are not up to date so you really do need to have a mechanic look at the vehicle, as well as the original manufacturer look at the vehicle and do a computer diagnostic multi-point inspection.

If you can finance your vehicle somewhere else, I would. Do not try to go through Vroom because they did not want to show me my actual offer letter from the bank, meaning that Vroom has some room to raise the interest rate to make a little capital.

The real reason they can save you money is because they don't have overhead due to outsourcing and spreading out all the offices all over the place and having many different moving pieces to the whole situation. I believe that I will like my truck and that everything will be okay but I'm the kind of person that does deep research into the company, and if you look at the reviews from the Better Business Bureau and Consumer Reports they are not good from Vroom and so if you don't do your own research it leads to a bad situation past the seven-day warranty which there's no point of return.

Lastly, I would say do not buy their gap coverage. Go with AAA or State Farm because they have reputable companies that will actually protect you vs. the Safeguard plan that this company offers. If you do research into that company it will take 3 months to pay off your vehicle if it is totaled which leaves you ultimately with no car.

So once again, do not buy their maintenance plan, do not buy their gap insurance, and make sure to ask for the offer from the bank showing your interest rate so that you know that they're not making extra money there, and also raise your appraisal value on your vehicle. Get all of the information from the title department, get the vehicle inspected by the dealer, and make sure that there are no physical damages that are more of what needs to be repaired through the company.

In my research, the only way to have success with this company is to know what they're doing, how they're doing it, and to bring all the information together so that you can make an informed decision. I think that there are a lot of great cars here but I don't think you'll get the level of care and inspection of a vehicle like you would at a dealership, unfortunately. Like the title department said, "it's not like buying a pair of pants from Amazon, you are buying a car, and this will be a slow process". I believe that dealers block Vroom so that's why it takes up to four months to get your tags, and they do not say this on their website so I hope you have the best of luck to find your vehicle. I will keep you updated on what my experience was at the end. Thank you so much for reading and I hope you stay blessed and safe.

Length of Use: Less than 3 months

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

I spoke with a salesman on 1/27/21, advised him I could wait 3 weeks to get a car and was told usually 7-10 days, my check cashier check cleared on 1/2/21, and called repeatedly and was put on hold multiple times and finally was told it will be 24 to 48 hours before it goes thru and will take 10 to 14 days to get my car. Not what I agreed on, the funny thing is when I was just looking y'all burned my phone up and multiple emails, and when I got my money, "nothing", no phone call returns anas d put on hold. Not happy with the service!

Length of Use: 2+ years

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

Horrible experience, worst customer service! No communication whatsoever, had to call dozens of times for paperwork/delivery information that should have been provided. Told I would get calls back, I never do, told I would receive my car one day and it doesn’t show up and had no reason why. Finally, my trunk latch only works sometimes, yes, I purchased an almost 17k car and the trunk won’t open or close sometimes and Vroom says “sorry it isn’t covered”. That is utterly ridiculous. But you know what, it's a $100 part and it is quicker to fix it than argue with them. Hands down the worst customer service I have ever experienced, I even had their staff member(s) tell me that they agree that they don’t know why they're so disorganized and lacking staff and sense of management.

Update, Vroom always responds to bad reviews and says "so sorry we will contact you", with a message both privately and publicly but never contacts me and even makes an attempt to resolve the issues!

It is now almost 3 months since we completed our paperwork and we still have not received our registration and no one can give us any information. It is like a fricking circus just going round and round dealing with this company. The "5 star" reviews you see HAVE to be fake.

I cannot stress this enough, buy ANYWHERE else.

Length of Use: 3–6 months

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

It was easy to get a car from Vroom. That's where any concern for you as a customer ends. After about 2 days the check engine light came on, Vroom says they would work to fix the issue or take the vehicle back. It has been 7 months and they haven't done either. Vehicles got problems, like parts missing and falling off problems. Did I mention it can't be registered in the state? You'll get someone to help you, for a bit. And then they just fall off the radar, stop contact up to 50 days+, sometimes they will not return emails or phone calls. I thought this was a fluke until it happened to me 4 times, even the customer service manager.

Length of Use: 6–12 months

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

If I could give Vroom zero stars, I would. I purchased a 2018 Ford F-150 from Vroom in May and owned it for 45 days. At that point, my truck suddenly shut down while I was driving it and numerous electrical issues occurred. I brought it to a Ford dealership the next day and found out that the truck I purchased had a bad seal and a faulty seam, and water had gotten into the truck and fried an electrical module. I called Vroom and they said since it was past the 7 days, they would not cover any of the $1400 in costs for repair. I even offered to pay half if they would cover the other half. They would not even consider it, and it is not something that is covered on their 90-day warranty. If you are looking for a dealership that supports its customers and the vehicles it sells, look somewhere else. Vroom is not that company.

Length of Use: Less than 3 months

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

I found that the employees who actually answered the phones to be extremely efficient and polite. An ok experience BUYING a car. It was the RETURN that was next to impossible! I think I spent at least 24 hours on hold with Vroom. I expected the return to take up to 3 weeks but it turned into a 2 and 1/2 month experience. Definitely do not make the mistake I did and give them a full payment. I did not want to be caught in any loan documentation with Vroom so I sent the full payment. It was extremely stressful having to try to get through to the buy back department which never answers the phone. The problem is trying to reach the same person...you have to re-explain your case to a new employee every time you call. I had multiple call fails and left numerous messages. It was a fight to get my cash back. So buyer beware!

We took the 4 Runner 2016 I bought to our mechanic and it had a re-built transfer case and very advanced rust for its age and use. Things I thought would be transparent in the 160-point inspection they offer.

After 2 and a half months I did finally get my money back. But that was after about 60 calls to their support team and a transaction dispute filed with my bank.

Length of Use: Less than 3 months

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

The sales process for purchasing my BMW i3 was great and a lot less painful than other dealers, and unlike other reviews, my car was delivered very quickly.

However, that is where my great experience ends. Once I got the vehicle it became quickly evident that they sold me an electric vehicle without the charging cable that comes standard with it. This oversight literally prevents me from driving the car. They are sending a replacement charging cable, but very frustrated with that.

Additionally, the car interior was not in the pristine condition the pictures showed with a gouge in the steering wheel (not pictured), and the cloth seats look a lot more worn than the pictures led on. Pictures were very misleading.

Lastly, now 3 days into having the car and the check engine light for the gas engine has come on. Not sure what I am in for on that, but doesn't seem positive since I just got the vehicle.

Very frustrated with my Zoom experience. I would not recommend at this point.

Length of Use: Less than 3 months

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

Good - quick and easy.

Bad - sales could not tell me why the same model with more miles was $2500 when other with less mileage was less money than the other. The only difference was the color of the interior? The second issue was delivery. I was told it would be 8/2/18, then when not delivered, called and told me it would be delivered on 8/3/18 at 11:00 pm. I told them no, make it 8/4. I called on 8/4 when the time told was passed, then was told it is on its way. I have a large office parking lot and requested it be delivered there, but instead, the driver passed the office and went down the street to Walmart's parking lot. I called delivery and said what going on? Then the driver drove the car into my office lot, checked out, gave me the keys for my trade-in, and was gone.

What I found interesting is all the people I spoke with were women, even the delivery person, the only male was the driver.

I believe for the price and my trade-in, I am very happy, smooth and easy.

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