Vroom Review: How It Works, Pros and Cons

The vehicle showed up with undisclosed damage. The driver's side window made a significant crunching noise, ceased to function within the first 72 hours. The driver's door also hesitated to open. The rear right falcon door had some hinges misaligned. I sent videos, photos of the damages. There was other undisclosed cosmetic damage to the rims and trim. I am still going back and forth trying to get this resolved. Vroom has an extended warranty that would cover all these damages, but they are reluctant to transfer. Offered me $1250, but this will likely not cover the damages. It’s really hard to get in contact with the service agent and a lot (not all) of the staff are pretty rude. The sales process was generally easy. The photos of the imperfections were hard to see, so the sales rep ensured I got new ones. I insisted that I wanted to be sure the vehicle was congruent with the description. Juan was very helpful. The delivery was the best part, I read this was challenging, but it was super easy. All in all, I think they could do better at customer service and their vehicle inspections. I would look elsewhere if I was doing it over again.

Vroom promised to contact me and never did. I have since emailed and contacted the staff multiple times through the last 22 days. I have finally been added to the escalation list. I am hoping that someone will finally help me resolve this issue. I feel like I am being taken advantage of. It is really terrible.

Length of Use: Less than 3 months

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

It was good enough and I was thankful to buy a car online, especially when I am located overseas but have to buy one for family Stateside. From searching to getting the key it was totally uncontacted service.

Length of Use: Less than 3 months

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

Do not buy...

Worst customer service I’ve experienced in a very long time. Every department was difficult to work with. All over-promise under-deliver. Each department was shocked and surprised I had the experience right before. Sure, every department? Sounds like someone is trying to be something they are not. Zero process and procedures.

To jump to the end...they shipped me the wrong car (how?) and charged me to send it back. They also wouldn’t refund the $500. I had to get the fraud CC department involved and my lawyer. The case is still outstanding but they won’t win. They have nothing honorable to show.

Length of Use: Less than 3 months

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

This has been the worst auto buying experience I have ever had to endure, and I have bought about 50 cars over the years.

The driver would not drive into my neighborhood, so I had to walk a little less than a mile to meet him. Since the car arrived at dusk and was dirty, it was difficult to give it a thorough examination where the haul away had parked. After giving it as much of an inspection as I could, I went to drive it away and immediately noticed that the check engine light was on. I drove home, washed the car under lights to give it a more thorough examination, and found damage to the front spoiler. I took pictures, sent the pictures to my Vroom rep, and emailed the check engine light issue. Vroom's rep said I should take the car to a repair shop and get an estimate, which I did and sent the $2,905 estimate to the Vroom rep. It was agreed that my 7 days to decide whether to keep the car would be delayed while Vroom decided what to do. As it turned out, Vroom waited 6 days to tell me that it would pay for the repairs and that it would send me a document verifying its agreement in between 24 and 48 business hours.

With that assurance, I contracted to have the car repaired. The next day I received a document that indicated that for Vroom to pay for the repairs I would have to give it a general release of all claims I then had or might ever have against Vroom with respect to the car, a provision that would have eliminated my warranty and roadside assistance packages. The document also required me to never say anything bad about Vroom and to take down any adverse comments I might have made. When I told Vroom that I would not sign such a release or non-disparagement provision, Vroom insisted that it was necessary for me to release Vroom and agree to the non-disparagement provision in order for Vroom to pay for the repairs. I sent Vroom two alternate documents that said that if Vroom paid for the repairs I would forego my right to return the car, but Vroom has not indicated a willingness to accept either and has been silent since then. As a result, I sent the notice required by the purchase agreement by which I was able to opt-out of the arbitration provision in the contract and am preparing my lawsuit against Vroom. Amazing experience.

Length of Use: Less than 3 months

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

I would rather dump my car in the trash than trade it in for a Vroom car. The service is ridiculous. They sold me a lemon and it’s been in the shop for two weeks. They won’t get back to me. They don’t answer calls. They are always "busy". Worst service and worst cars ever. My two friends purchased from here as well. One of them was a lemon as well and the other was decent but overpriced. There are so many other places like Carvana that are great and quick. Also, Vroom adds so many “fees” which end up costing thousands.

Length of Use: Less than 3 months

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

Vroom was a smooth experience from start to finish. Daniel was super helpful and the delivery was great. Really couldn't be happier at this point.

Length of Use: Less than 3 months

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

It started out great until it was time for delivery and I had the vehicle inspected, mind you, Vroom claims to do an inspection. The delivery was supposed to happen on Wednesday but the car never arrived until Friday. I spent over $1000 getting a car up to par that Vroom claimed to have inspected. Sent the bill but have not heard from a soul. Run!

Length of Use: Less than 3 months

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

Horrible finance customer service. Wonderful sales experience. For this reason, I recommend having an auto pre-approval before visiting. Timothy Thomas actually asked me if he could “go home now” after he showed me the buyer's order because he felt I was taking up too much of his time. If it weren’t for Alvaro, I would’ve left without purchasing my dream car.

Length of Use: Less than 3 months

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

I recently bought a car from Vroom because new used cars are pretty much extinct in Kansas. When I first was considering an online vehicle purchase the first thing I did was to read the reviews. 98% of the reviews on Vroom were nightmare stories. My experience with Vroom was overall good. It could have been better by being more transparent. Did the information I had to send them get delivered? Ok, I chose not to use your financing. What happens next. Have I sent all of the documents needed? Enough examples. Long story short, I love my car. The shipping only took 3 days. I love my car!

Length of Use: Less than 3 months

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

I have had nothing but problems with Vroom since I finished paying my deposit. Communication has been horrible. My entire process:

I picked out my car and paid my deposit - no problems. I got an email saying my car would come on Friday. Friday came and went - no communication. Then on Saturday, I called Vroom and they didn't know where my car was. They called me back and said it would arrive Sunday or Monday and the driver would give me a call an hour prior. It finally arrived and the driver called me prior to 8 am and said that they would be in a location 10 minutes from my house in 10 minutes' time. I arrived onsite and my car came damaged, not detailed (pet fur), and one of the tires was low on air setting off the tire pressure sensor. I typed all this into the report, and the outsourced driver DELETED the report and I had to report it and provide pictures to Vroom.

Since Vroom doesn't have a physical location, I had to take time off work to get quotes for the damage and the detail cleaning from different providers as required by Vroom within 48 hours. Then, they had to approve the costs. Then, I had to take MORE time off work to get get the work done and the detail clean. Meanwhile, the tire pressure was not from temperature fluctuations and was a pinhole leak in the tire. I didn't even mention it to them because it wasn't worth missing more work at that point.

As if all this wasn't bad enough, I bought the car in JULY and it is now one day prior to DECEMBER and I still don't have my registration because they refuse to send the car title to my county office as required for the VIN inspection. The person I was dealing with dropped the ball and it was sent to someone else after I threatened to hire a lawyer and sue. They told me the paperwork would be processed and sent on November 10. It is November 30. No paperwork. They previously extended the registration twice. NOW, my tag is 10 days expired, no one from the three different email addresses or phone call service has returned my emails or calls for two weeks now, and I am irritated enough to come on here and write a review.

If you are buying a car and not selling, save your time and effort and go to Carmax. Maybe this review will help me get my registration finally - of which I will have to take MORE time off work to go get.

Length of Use: 3–6 months

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

They sold us a 2017 Ford edge with bad brakes. And when I called to get them fixed they pretended like it wasn't their fault even though it came off the truck that way. I had to replace all 4 rotors and brake pads to get them functioning properly. Then noticed the oil needed to be changed. So no telling what else they didn't do or look at in the car.

Length of Use: Less than 3 months

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