Vroom Review: How It Works, Pros and Cons

I took a chance with Vroom after reading all the reviews online. It wasn’t an easy decision, but simple and quick once I decided to go for it. I was skeptical, and bought a truck that could have been a complete mess. The process was quick, easy, and very convenient. I am in the DFW area, the truck showed up four days after receiving the inspection email. The truck was immaculate on the inside and out, very clean with a full tank of gas. I traded in my Honda Civic, which they gave me a higher price on than anyone else would offer.

So far the truck has been great, and the service was great as well. Anthony helped me complete the deal, and Audrey the hub manager called multiple times to verify everything was going well with my purchase. I’m not sure if it will work out the same for you, but give them a chance. I’m glad I did, and some of the older reviews seem like it could have been from older management.

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

The sales and finance portion of the deal went very smooth. I was assured someone would be in contact with me daily while my purchase was en route...CRICKETS! Finally they email me on Saturday to tell my vehicle will be delivered on Monday and they will call me each day to give a delivery window. It's now 5 pm on Monday. NO CALL. I get sent to voicemail when I call. Their delivery support is crap. Finally get my sales rep on the phone who gets delivery support on the phone who tells me the truck won't be here until tomorrow. I'm so mad I'm tempted to refuse delivery. I cancelled my flight and gave back my rental car based on their assurances. Never again!

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

WOW! Definitely excited to say Vroom has exceeded my expectations in the car buying experience. Thanks to the sales guy Heber and Joe in the Texas Direct Service Shop! I went there with expectation and they conquered it. Although the shipping fee was a little high, I still felt received a good deal. I LOVE MY CAR!

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

Vroom treated me very well. My Customer Support person was Ashley (X6026). She was very courteous and knowledgeable. I chose the 2017 Jaguar F-Pace 35t AWD SUV. Very nice SUV. She walked me through the entire process.

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

Wow. Just wow! If customer service had a face I am sure it would look like Delroy. After an online inquiry, I walked into the dealership and was completely overwhelmed by the number of people there. However, Delroy made me quickly forget that there were any other customers there and made sure I was taken care of from start to finish. I called and texted so many times, I was sure I was going to be added to the block list. He was so understanding and patient which made the process so much easier when dealing with my bank. I cannot thank him enough and will definitely be recommending him to all of my friends and family. Thanks again Delroy!

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

I received great customer service until after the purchase. Since that time I have had nothing but problems starting with the delivery. Now I have had the car less than 2 weeks and it will no longer go into gear. When I call about it I am being passed from person to person, no one wanting to take ownership. I have finally been able to get it towed, but if it cost more than $100 I have to pay the difference.

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

Seemed promising at first with their available vehicles, pricing, and friendly salesperson.

It has been the worst car buying experience we have ever had. Please run as fast as you can away from Vroom. Their customer service, after you purchase a vehicle, is horrible. Each person we spoke with about the same issues we were having had no idea what to do or how to help us. It took over a week to figure out how we had a vehicle in our driveway that we had yet to pay for, but Vroom’s system said it was. They also use contractors to ship their vehicles. Ours showed up filthy on the outside, mud-stained on in the inside from transferring trailers, and with a tire that was nearly flat. Maybe you will have a pleasant experience, but trust us, the chance of the headaches of a bad one aren't worth it. Buy local and in person; it’s worth it for this kind of investment!

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

I had no problem with this transaction. I started with a trade-in evaluation, I received a fair value, then I decided what vehicle I wanted, then put it all together for the perfect deal. It took less than 10 days to receive my Mazda and at the same time they took my trade. This was a very smooth purchase and as a bonus, my CX-5 didn’t have a scratch on it and it was very clean, a real gem. Based on my experience I highly recommend Vroom.

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

Vroom gave us $4000 more for our trade-in than any dealership and had the best price on the Pacifica we were looking for with 8 passenger seats. They paid our old car loan off promptly. The van arrived ahead of schedule. And it was in great condition. There was one hiccup with the listing that said it had powered sliding doors and it didn’t. But Vroom sent us a check and mailed it out quickly for $1000 to make up for it. We loved the experience. I was nervous because of all the bad reviews but I just kept on top of it and called customer service every couple of days.

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

Easy online searching and reasonable purchase process. The car was delivered on time and in good shape. Customer service is where improvement is needed, I had to forward private information like copies of drivers license and trade-in title at least 3 times because their system didn't pick them up. I heard nothing from them for 3 days after the car was paid for. When I called to inquire, the agent promised to call me back, but never did. I called again the next day to learn that the car was on its way to me and I would receive delivery timing. The following day I received 2 phone calls and 2 emails with an approximate delivery time. The next day I heard nothing until the car arrived in the evening.

I soon discovered that I had not received a bill of sale or any other paperwork. I called and was told it would be sent out by email attachment immediately. I called back the next day since it had not arrived and received another promise. This time the attachment came. In preparing to go register the car, I realized that the title had not been provided. After 2 or 3 more phone calls I was informed that this would take another 2 to 4 weeks.

If I had known what to expect and received prompt replies to my questions, there would not be any issues. However, at this point, Carvana would be a much better choice for online car buying.

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

I had never purchased a car online prior to this one. We decided to try it because we hated going and sitting in dealerships while they go in those back rooms and do whatever that takes forever to do back there. Overall, I liked the purchase process. They matched a rate from a competitor bank and they matched the trade-in from Carvana. My sales guy was awesome. BUT It took longer than expected to actually get the car (almost two weeks).

Upon delivery of the car, I noticed that the heated/ventilated front seats, heated steering wheel, and rear heated seats did not work. I immediately called customer support (which as a whole varies in the quality of the person who you get...most are not great at their jobs). The guy I got was great and respectful though. He wanted us to try to use the initial warranty you get with the car - to me this made no sense since it was delivered faulty...but that is what they made me do. They had me take it to a Chrysler dealership (they agreed to pay the $175 diagnostic fee). I then became a secretary between Vroom and Chrysler, which SUCKED. Everyone was slow, and I was trying to get it done before my 7-day return period so I could return it if they wouldn’t fix it. It was hard to get ahold of both sides. Terrible experience.

The problem ended up being RODENT DAMAGE - so much for that multi-point inspection they claim to do. The issue was going to cost almost $5000 to fix. AND as delivered, the mechanic said the car’s passenger-side airbags would not have deployed in a crash due to the rodent damage. At first, Chrysler told me it was going to be $500, and Vroom agreed to fix it. While doing the $500 repair, they found the bigger issue which was going to cost an additional $4000. Vroom then said no to that, and they told me to exchange/return the vehicle. I then had to go back and forth between Vroom and Chrysler to get the $500 of work Chrysler did paid for. Thankfully, Vroom finally agreed to pay for it - kudos to my support guy.

I found another vehicle that I traded the bad one for. They didn’t make me pay an additional shipping fee. Even though all of this happened, I would still buy another car online...but maybe not through Vroom. Also...word of the wise...before signing for the vehicle at delivery...do a full inspection, especially of the wiring under the seats. You never know what has been chewed up.

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