Vroom Review: How It Works, Pros and Cons

Vroom sold me a car that was supposed to be a clean CarFax car but soon after receiving it I found out the whole front half of the ar was re-painted from a previous accident. The frame was ok but the paint and clear coat have started to peel. They agreed to the lowest bid to fix the paint on the side I noticed but while at the body shop I found out about the rest of the problems lurking with the paint job, which they flatly refused to fix and at this point were not willing to return the vehicle. Do not do business with them!

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

No stars for this irresponsible company. I had to give Vroom one undeserved star so I could post.

I am 75 years old and blindly trusted Vroom because this company appeared to be endorsed by AARP. So sorry I didn't read and heed the host of terrible customer reviews about Vroom before I did business with this company. Based on promotional materials I received through AARP, I purchased a 2017 Ford Expedition with a little less than 42,000 miles for my wife, Laura Mann, from Vroom and have had most of the various multiple nightmare experiences recounted in Vroom customer reviews. It would take too much time and space to recount them here. Please read and heed the negative customer reviews for this company. They are spot on. In addition, if you need roadside assistance, as we did, be prepared to spend at least two hours on the phone back and forth between Vroom, the warranty administrator (SafeGuard Products International, LLC) and the roadside assistance provider (SafeRide Motor Club, Inc.) getting your warranty registration numbers (which Vroom failed to provide to us before the vehicle was disabled) and then arranging for a tow truck to be dispatched. You can't just call a towing company for help. You first have to file a claim and then SafeRide notifies its selected towing company while you sit on the side of the road for another two hours or so with a disabled vehicle.

If you have a warranty dispute under the Vroom 36 month/36,000 mile warranty (for which we paid an additional $1,950), don't think for a minute you will come out on top. After you have paid Vroom and receive the warranty paperwork, you will discover (if you read the fine print) that you have signed away your Constitutional rights of access to our court system and trial by jury. You are subject to an anti-consumer arbitration clause that discourages disputed claims and assures you are almost certain to spend more money paying arbitrators and arbitration expenses than you can ever hope to recover in disputed repair expenses under the warranty. In addition, the extended warranty contains a provision that exempts from coverage any mechanical breakdown, loss or damage that results from a "pre-existing condition". "Pre-existing condition" is defined as "...a condition that, within all reasonable probability, existed in or on the Covered Vehicle prior to the Agreement Purchase Date." This vague provision would enable the warranty obligor to deny almost any warranty claim and force the customer to the Hobsian choice of either paying for the repairs out of pocket or resorting to arbitration.

I expect that the "Vroom Team" will make its stock reply to this post that they are sorry for the problems and will look into correcting them. Please don't bother to feed me this response, Vroom Team. Vroom obviously has no intention of altering or correcting its irresponsible business practices.

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

Be careful dealing with them, know they cannot be relied upon if you really need the vehicle in a timely manner. Know they will keep you in gated customer support tiers and will not let you talk to anybody with any responsibility. They took almost a month to deliver my vehicle after promising day after day after day hour after hour after hour, they refused to give me a straight story and half the time did not know what was going on themselves. First, they forgot to book a carrier, then the carrier disappeared with the vehicle for two weeks while continuing to promise delivery later that day or tomorrow putting my whole life on hold while I waited and waited. Customer service is a joke and they never returned calls like they said they would. I had at least 30-40 calls with them. They now owe me for a rental car and other undisclosed damages to the car and are very slow to respond. What a nightmare.

Even if the delivery went smoothly (instead of me having to go around them to get in touch with the carrier directly because they refused to give me the info so I could then find out where my car was and drive out to the middle of nowhere to get it from them to end the madness of delay after delay), the way they have their customer service set up to not give info and only certain departments do certain things and they will not let you progress to the next tier of service until they are ready is completely ridiculous, there is no personal responsibility for any employee there, they give zero cares.

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

We purchased a vehicle through Vroom and so far the whole experience has been terrible. They received our down payment and the signed paperwork and it's like they disappeared. They were calling us prior to receiving our down payment. On July 16, 2019 we got an email that our purchase was complete and that they would provide an estimated delivery date once our vehicle shipped, which should be within 3 days from "today" they said. We called them to inquire about the vehicle, but every time the person on the other end would say they had no information on the vehicle other than what the make and year the car was that we purchased. They didn't know where the vehicle was nor when it was going to ship.

On July 20th, we received another email that said they were prepping our ride and it was taking a little longer than expected. We did not receive the vehicle until days of calling getting nowhere and no information until finally we asked the right question "do you have the Hub number?" Apparently, this was the place the vehicle was and the people with the delivery information. Keep in mind, no one offered this information to us the number of times we called in to inquire about the vehicle. My husband and I both wondered for a moment if we got scammed because no one ever had any information.

On the 25th someone from Vroom gave me the Hub number only after being asked for it. My husband called and the lady said she had our vehicle and would deliver it in the a.m. the next day on the 26th of July. The vehicle was finally delivered on the 26th of July. However, it arrived with one key. Also, that one key had the portion of that key missing that locked and unlocked the child lock on the doors. I have young children who don't understand how dangerous it is to unlock the door and open it during operation. This portion of they key is vital for a parent and should have been intact prior to them delivering the vehicle. Vroom's site says "Every Vroom vehicle must also 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." If that were true, that portion of they key would not have been missing, because that is a HUGE safety issue for any driver with young children.

Additionally, the hands-free option the vehicle has was not working. My husband and I followed the manufacturer's instructions to attempt an update on the software, but to no avail, the hands free option was still inoperable. This is also another safety issue. We called Vroom after a couple days of attempting to remedy that situation and they said we could take the vehicle to the vehicle's make of our choice. Vroom said they would take care of the repair to fix the hands-free issue and key. We dropped the vehicle off on Monday the 29th of July. We had the vehicle for 3 days prior to being able to drop it off at a shop. Unfortunately, the service department associate needed to fix the hands-free issue would not be in until Wednesday. Vroom told us they would give us a car rental with Enterprise. However, we had to call them to get them to extend the car rental for longer than a day. They originally authorized only one day for the rental. Once they knew the associate wouldn't be in until Wednesday, they extended the rental until Friday. The service department where we dropped off the vehicle told us on Thursday (the 1st of August) that the part they needed would not come in for 3 or 4 days, but then they talked to us again and said that the part would not be in until next Thursday or Friday (8th or 9th of August) and the associate that could complete the repair, wouldn't be in until Monday the 12th of August. My husband called Vroom this morning (Friday the 2nd of August) to find out what they wanted us to do concerning the car rental (considering it was due back today) and to ensure we would still be allotted our 7 days to get to know the vehicle we purchased, after we get it back from the dealership.

We want to be able to make a fully informed decision on whether to keep or return the vehicle. We were told they would get back with us. Vroom’s website states "You have 7 days (or 250 miles, whichever comes first) to get to know your new Vroom vehicle. Drive it to work, stuff the trunk with groceries, and park it in your garage. If you decide it’s not right, we’ll help you exchange it for something else or provide a refund." Well, we don’t get an email until 6:43 pm today (the 2nd of August) from Vroom. The email says that they will reimburse us for the deductible of the repair, but can’t extend the rental or the 7 days, and that we would need to pick the vehicle up and bring it back to the dealership when the parts arrived. Well, we can’t go pick the car up from the dealership because they are closed, and we also think it’s extremely unreasonable to force people to make an ill-informed decision on a vehicle purchase when we were promised 7 days to get to know the vehicle. We don’t know if this part that comes in is going to for sure fix the hands-free issue. This is an option we fully expect this vehicle to have. This vehicle is currently missing some of its basic essentials and functions that our family needs. If this vehicle was truly inspected as their website states, we would not have received this vehicle in the first place. We are business owners and we would not ever want our clients to have to go through the hassle we have had to go through having used Vroom. I have currently had the car rental longer than I have had the vehicle I purchased from Vroom.

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

I was reluctant to buy a car online but they make lots of promises like, cars usually in 7 days or less. After giving them the full purchase price I received an email stating I would get an estimated delivery date in 3 days or less. I was also told that cars can be in the inspection phase for 24 hours but it's usually much less. At the third day I called them to inquire. They said the car was still in final inspection. This carried on through day 5. They could provide no further information and on several occasions were going to look into it and call me back that day...they never returned a promised call. I called about everyother day. At day 7, they were just waiting to get a carrier booked. Couldn't tell me when it would happen or how long they would wait on a carrier before deciding it was too long. I figured out the car was in California from the Carfax so I knew it was going to take a little longer to ship. They then sent an email saying they found a carrier and would call by the end of the day to let me know the estimated date...they never called. I called to find out the estimated date and they told me the following Sunday, which would be 16 days after purchase.

At this point I was given different information each time I called so I continued to call. I called back later that day to ask for the carrier information so that I could get an answer straight from someone who might know what is going on. They said "well it isn't actually booked but we have the estimate". When I asked how they could have an estimate if they didn't know who was booking it, they back tracked and said it was tentatively booked. She confirmed the car had not left and didn't know when it would but she assured me they were confident on the Sunday delivery date (this call was on Monday one week before the estimated due date). Monday night I get a call that the car will be arriving in the morning about 8AM-11AM. So for three days that the car had to be on the road, they didn't even know where it was. They have zero information and 85% of the agents are rude. The other 15% are ok but they still have no answers and never follow up like they say they will (including Supervisors).

Got the car with just enough gas to make it to the gas station. Delivery guys were super nice but late from the 3 hour delivery window. I ended up getting the car on day 11. Quite different from their 3 and 7 day advertising. And honestly, 11 days would have been fine if I was just informed, treated kindly, and they actually seemed to know what they are doing. Now I am waiting for my $500 deposit. Day 8, had to call and low and behold...they are backed up and running behind but it "should" be processed soon. I wonder how many people they just try to see if they forget about the $500 and keep. Overall, horrible experience. And their attitudes reflect the fact that they just don't give a crap about the consumer.

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

I purchased a van through Vroom (lots of inventory to choose from). The only slight issue was it took a little longer to get to me than originally estimated, about 6 days longer, but everything else was great. I got financing at a 3.2% rate from Capital One, through Vroom, and I didn't have to go to a dealership where I have ALWAYS gotten screwed in the past.

The van was super clean inside, and we love it. It showed up pretty dusty, so I had to run it through a car wash, but no biggie, it was a long trip! These people that get all bent out of shape over little stuff that goes wrong really annoy me. Vroom is a great service and I'll be using it again in a few months to replace my other car.

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

I put down $500 to hold a car from being purchased by anyone else for 24 hours. The same day, I applied for financing through Vroom. I was almost immediately told that I was not approved for financing, which is fine, but then I received a call later that day letting me know that someone had placed a hold on the car that I wanted. I explained that isn’t possible, because it was on hold for me. The representative said there was no record of that vehicle being placed on hold under my name, so I have no idea where that $500 went.

It took me several phone calls (and unanswered emails) to get any information on when I would receive my refund. It’s been four days now and still don’t have my money back. Customer support is not good, and the company is disorganized. Do not recommend trusting your money with this company.

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

Great cars at fair prices, but their follow up on getting the papers and plate to you is horrid. Eight weeks and I still don’t have a plate. My temporary one runs out tomorrow. Now I can’t drive a vehicle that I paid $50k for. This is the second time they have messed up the paperwork. I will not use them again.

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

I am trying to purchase a truck and it's apparent no one can tell me yes or no on financing. I have left messages and still no reply. I also have sent everything that I was asked to. All I want is someone to tell me yes or no. How hard is it for someone to call me? Not a very happy customer.

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

I purchased a used vehicle from Vroom right about 30 days ago. The process was seamless, and the vehicle was delivered on time and as described. I was thoroughly impressed by this aspect of the business.

I have one major problem with Vroom and will not recommend the service to anyone. When you find a vehicle you like and want to purchase the vehicle, you are required to put down a $500 hold deposit to make the vehicle unavailable for purchase by someone else. If you are not using the $500 as a down payment, they claim they will return the money after purchase. I received my vehicle three weeks ago and still have not received my refund. I have talked with customer service two times in the last 21 days. Both times I have been told that they would ensure accounting would put the money back in my card and I would receive an email letting me know the transaction was complete. They are lying, and I’m thinking this is how they are paying their expenses.

Vroom is not ethical and will not return your funds even when they say they will. Do not purchase from Vroom and avoid at all costs.

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

I must disclose how disappointed I am as I begin to realize all the negative reviews I have read about Vroom are slowly becoming my own experience. It will be a month long, if not longer, process to get a vehicle. This was a Christmas gift. Now clearly after New Year's. Yesterday all paperwork declared complete and I would get a call. Nothing as of today (same as complaints from others, often three days late). Then I see that when the vehicle has been inspected (a 7-10 day process? For real? No dealer would take two hours for this). I will get another call that will provide a delivery date (7-14 days or more...and many have said more was their experience). Unless buried somewhere in the paperwork, this 10-day wait and leisurely relaxed contact approach gives this process a month. I would NEVER have started this process knowing that. And the salesperson never indicated anything like that.

You say you record your calls? Read the transcripts. I was led to believe in just a week or little more I would have my vehicle. I've yet to receive my call telling me the process I face. Probably a few more days for that? Allowing Vroom all the cushion to manage sales and delivery at a comfortable pace after the sale is done, and the buyer has no recourse but to type this Customer Service and to provide a review to the various services that do such reviews. Which I fully intend to do once I hit send here. I hope the car is worth the stress of this. These folks are not transparent and forthwith about their business processes.

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