Vroom Review: How It Works, Pros and Cons

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Vroom

Overall Rating

2.4

543 Customer Reviews

Summary

Vroom is a car-buying website that helps you to buy a used or like-new car entirely online and avoid dealing with a pushy salesman. Our review will help you understand if this service is worth using.

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Customer Reviews

2.4 Stars out of 543 Reviews
5 Star:27% 4 Star:4% 3 Star:4% 2 Star:9% 1 Star:54%
35% Recommend This Service
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Posted on Nov 15, 2017

Awful

By Osmel Rodriguez, Arizona, Verified Reviewer

I buy a pickup truck in June, five months later no permanent license plate yet. They keep sending a temporary tag and saying that they don't know what is happening. I did ask for information about the company doing the paperwork in Arizona and nothing yet, no info, no plate.

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

Helpful Review? 13 People Have Voted

Posted on Dec 21, 2017

Awful experience

By Tony Rems, San Ramon, CA, Verified Reviewer

I wanted to get a car for my son for Christmas. I found just the one I was looking for, although I'm pretty sure they only show stock photos on the site and not the actual car. They promised and promised that I would get it by Christmas, but I had to call, email and stalk them about the car.

First, they told me it was leaving the next day and would arrive on time. Then they told me they were "getting it ready" and wouldn't confirm a date. Finally, after continually pressing them, they gave a story about a light going on in the car and they won't be able to get it here for Christmas. Now, I'm concerned about getting my money back.

Service is poor and I would stay away. I used Roadster to buy a new car previously and had a great experience. I had hoped this would be the same, but it's definitely not.

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

Helpful Review? 16 People Have Voted

Posted on Dec 21, 2017

Do not buy from Vroom!

By Ryan Schilling, Indiana, Verified Reviewer

I, like many reviewers, have had an absolutely terrible experience with Vroom. I purchased and put a deposit down. They sent the paperwork a day later than they claimed, then finalized the purchase and wired the money, then they lost my paperwork and then found it.

It has now been two weeks and I have heard all kinds of excuses on why it has not been shipped. They have lied to me about shipping and claim the car is getting service work done (after claiming it passed quality control). I am going to cancel my order and hope the refund process goes better.

Do NOT buy from Vroom!

I wished I would have read more reviews before wasting my time with them.

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

Helpful Review? 17 People Have Voted

Posted on Dec 28, 2017

Stay away! Do not buy from these clowns

By RJP, Minneapolis, MN, Verified Reviewer

I purchased a car from Vroom in July and it took more than three weeks for delivery, which wasn't a real big deal, but here it is at the end of December and I still don't have my plates! I keep getting the runaround and have heard many excuses. They keep sending temporary tags. Over five months and no plates.

Stay away from Vroom!

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

Helpful Review? 13 People Have Voted

Posted on Jan 14, 2018

Don’t waste your time

By Marlie Robinson, California, Verified Reviewer

Unless you’re prepared to waste a month on this long, unorganized, excuse-filled process, then MOVE ON!

This company is a joke. I don’t know how they are still in business, such a disappointment. They take the images of the picture and use special effects to hide scratches, dents, and other cosmetic flaws. Then after you decide you want the car, they start inspecting it and fixing things that should have been done before they even listed the car. Wouldn’t those things affect the overall cost of the car? Shouldn’t these things be disclosed beforehand?

Now based on all the horrible reviews coming true I am expecting the car to show up dirty and damaged, be impossible to register, and if there are any problems with the car, I expect them to be impossible to get ahold of.

Just go to a real place that takes care of their stuff and trades them the money for the keys, and call it a day! Not a month!

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

Company Response from Vroom, Inc.

May 10, 2018

Hi Marlie,

We're sorry to hear about the experience you had with us, and for the delay in our response. We've been working to improve pretty much all the areas you provided feedback on so we appreciate you taking the time to do so. If there's anything we can help you with in the future, please let us know.

The Vroom Team

Helpful Review? 16 People Have Voted

Posted on Feb 16, 2018

Worst company

By Maddie Ovenell, Friday Harbor, WA, Verified Reviewer

We started the process of buying a car with Vroom 24 days ago. This was when we started the final documents and signed everything for the purchase. This is also when they seem to have failed to process the paperwork on their end.

Daily, they continued to tell us that the car is in Quality Control for 15 days. No one even noticed that the car WAS STILL FOR SALE and nothing had been processed. We needed the car by a certain date for a family vacation and had started the process a month in advance. We were assured that we would have the car with no problems. It is now three days before our vacation, and we have had to cancel our order as they can't get the car to us by the time we leave. They can't refund us our money for five to seven days, and now I need to take time off of work to go buy another car at a dealership so that we can have a vehicle to take on vacation.

Please save yourself a considerable amount of time and frustration by skipping this company. We have talked to over 20 people and haven't found a single person that is actually helpful. You will find yourself always on hold, and it is always another department that handles something. No one can help. Save yourself from this headache!

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

Company Response from Vroom, Inc.

May 10, 2018

Hi Maddie,

We're sorry to hear about your frustration with Vroom, and we apologize for taking some time to respond. The feedback you've provided is extremely valuable and we've been hard at work to improve the experience for our customers. If there's anything we can do for you going forward, please let us know.

The Vroom Team

Helpful Review? 10 People Have Voted

Posted on Feb 23, 2018

Lousy customer service

By Rex Gruver, Gainesville, FL, Verified Reviewer

I have been trying to talk to someone about my car purchase. I read a review that was exactly what I'm you going through. I wouldn't recommend buying a car from these morons if my life depended on t. You can't get to talk to anyone that knows anything about your purchase. Once they have your money, in my case $35,000, you are thrown into the hopper. They tell you 7-10 days and your car will ship. That's B.S! They are all liars and cheats that use email as they're more of communication. They tell you that they can't connect you to the department you want.

STAY AWAY from this company! It's a scam.

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

Helpful Review? 10 People Have Voted

Posted on Feb 23, 2018

Vroom.com

By Paul C Hill, Oregon, Verified Reviewer

Once you sign the finance paperwork and they put your car on the road, this dealership treats you poorly just like every other dealership out there. My car sat in Houston waiting to be loaded for NINE days, and they lied to me about it. It's been over two weeks since it left Texas and I am still waiting for my car. Their "delivery concierge" service is appallingly bad. I get a different story from every agent about where my car is. I will never buy from them again and wish I hadn't in the first place.

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

Helpful Review? 11 People Have Voted

Posted on Feb 25, 2018

Stay away

By Mariana Martin, California, Verified Reviewer

Stay away from them! They ruined my credit score!

I made the $500 deposit for a car, knowing that they will do a 1-2 hard pull on my credit. Two days after I found that they did 7 (SEVEN), yes, seven hard pulls.

After that, I canceled the operation asking for my $500 and never had news from them again. I already did the claim with Amex.

Don't buy from them! All the good reviews are from people that didn't get at the point to buy a car, only had a good experience with the salesperson that is always nice.

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

Helpful Review? 10 People Have Voted

Posted on Feb 25, 2018

Miserable experience

By Daniel Lanniello, San Diego, CA, Verified Reviewer

Where do I begin?

Do not, I repeat, DO NOT buy a car from this company! Trust the reviews; they are rated poorly for a reason!

I decided to purchase a Smart Fortwo vehicle from the company in December 2017 and was assigned a sales associate by the name of Ro Doherty. The initial paperwork process was fairly easy, however, once the paperwork was submitted all help ended there. She went on vacation in the middle of the process without informing me and left her cases to a Thadrick Holmes, who was nearly impossible to get in touch with or get to respond back to inquiries. Upon her return, Ro also seemed to disappear in thin air.

Not even two weeks into the arrival of the vehicle, the brakes malfunctioned on the highway nearly causing a major accident. I scheduled a diagnostic inspection with the Mercedes dealership, as Vroom had advertised that the vehicle still had one month of manufacturers warranty left. The dealership informed me that there were visible signs of major flood damage to the vehicle, and that the vacuum pump and wires were rusted and would need to be replaced, a $900+ repair. They also informed me that the manufacturers' warranty expired on December 15, 2017, before I even purchased the vehicle. Because it had been past eight days, the dealership refused a return of the vehicle, despite the false advertising of a manufacturers warranty and the failure to disclose the flood damage (something that would have been easily noticed upon the departure inspection). They informed me they would be willing to process a buyback if I bought another vehicle in its place.

I complied and began the purchase process of a Lexus CT200h. This time around the purchase process and buyback process was riddled with lack of communication, failure to respond to messages, and administrative errors causing three separate contracts to have to be sent. In addition to the delay, the sales associate made absolutely zero mention that because of a mileage adjustment mistake on their part, my interest rate would increase by several percent, to which I refused the financing. She wound up having to perform another hard pull on my credit report and we came to an agreement on financing and a THIRD set of paperwork had to be sent out.

Fast forward several weeks of emails and phone calls and lack of message responses between customer service, sales and myself. I finally receive a delivery notice of the Lexus after hounding the company for weeks but had zero communication regarding the pick up of the smart vehicle. Fulfillment/delivery could not provide their own management team updates regarding pickup. I did not receive confirmation of pickup of the smart vehicle until the day the Lexus was picked up. The day of!! At the same time, I had still received zero updates regarding the cancelation of financing/buyback of the smart vehicle after daily requests for updates as well.

My new vehicle was quoted by a delivery associate to be delivered between 6-9 am, which changed to 6-9 pm, then to 8-11 pm. At 10:30 pm, I still had zero communication from any delivery associate or the driver. My delivery driver contacted me at Midnight (prior to a workday) that they would arrive in 30 minutes and they were delayed due to having a delivery at a remote location (and sent me pictures of the dirt backroads he was driving on with brush overreaching the roads). More than an hour later, after 1 am, the vehicle finally arrived. The tires were absolutely bald and the car was covered in horizontal surface scratches most likely due to the brush the driver had to pass through on his prior delivery. In addition, no temporary tag was provided for the vehicle, so even after its delivery, I could not legally drive it and I STILL had zero update regarding cancelation of financing/buyback of the Smart vehicle.

On February 16th, after daily calls, I was assured that the payoff for my smart car would be sent that day and that Ally would receive it by Monday or Tuesday of the following week. I now arrive at today, Thursday February 22, 2018, more than two months into this process. I call Vroom/TD Auto YET AGAIN and am told the payoff had not been sent and that there was an internal error and they do not know what happened.

The returned smart car was re-listed on the Vroom website for sale and was marketed as having a clean history, despite the company being provided physical documentation from a Certified Mercedes Dealership showing the vehicle was flood damaged.

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

Helpful Review? 16 People Have Voted

Posted on Feb 26, 2018

The worst company to purchase a car from, stay clear of them

By Riad Kassar, Orlando, FL, Verified Reviewer

Do NOT buy any cars from this company, even if it is free! I have to say this is one of the worst companies I have ever done business with.

You cannot get any customer service whatsoever. My sales representative Luis Williamson was perfect in all matters of the sales and continues to try and help me, but his customer service staff have got to be the worst on the planet once a sale is made absolutely no support whatsoever.

I have tried to talk with a manager on many occasions no one will call you back. It's pointless trying to reach a manager or supervisor - they seemed to be trained to ignore you.

From the delivery to trying to get my registration documents (now almost five months as I still do not have my registration documents and no help from them is figuring out where it is). This has been going on since November 2017.

You get tons of emails saying they are looking into things and then they disappear. No replies. I have emailed customer support over 30 times each time I get this message from Kim Miyaki-Irish Customer Support Associate:

"Thanks for getting in touch with VROOM. This email is to let you know that we've received your request, Untitled ticket 81129. Our Customer Support team has been made aware, and we'll get back to you with an update very shortly."

January 2018, still no reply.

"Thank you for contacting Customer Support. I apologize for the delay in getting your information from the DMV. I am forwarding your information to our titles department for review. Once they have had a chance to look into this for you, someone from there will reach out to assist you further on this issue.

If you have any questions, please feel free to give us call, or you can simply reply back to this email.

Best

Sidney Stephens

Customer Support Associate

We appreciate your patience and look forward to promptly resolving this issue."

So, this is my review: If you are thinking of buying a car from Vroom, stay well away. Don't even consider it. Pay the extra few percent to a dealer. Even with all the hassle you may experience at some dealerships it is not a patch on the headaches and frustrations you will get buying a car from Vroom.

A very, very dissatisfied customer.

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

Helpful Review? 8 People Have Voted
Showing 23-33 of 543

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