Vroom Review: How It Works, Pros and Cons

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

I bought a car through Vroom without seeing it. So far, the car arrived several weeks late. I still do not have tags for the car and the company I financed the car through is sending me daily email asking why Vroom has not sent me plates yet. My DMV recommended I hire a lawyer. I was promised a second key, and then after the car was delivered, told this was something I was going to have to pay for.

It has arrived with multiple scratches and dents, as well as mechanical issues, all noted by the transporter on their 'drop off' sheet. Vroom has refused to support the repair of the vehicle, and now I am outside of the seven-day period...

When I purchased through Vroom, I read the multiple negative reviews online and decided to 'give it a go' anyway.

Had I known about all of these issues listed beforehand, I never would have purchased a vehicle through Vroom. Do what you will, but this company poses a risky business proposition...and I would never do this again.

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

I found a car online under the Texas Direct Auto/Vroom website, left a $500 deposit, drive 6 hours away to buy the car, got there, the car had body damage on it, so I called Joe Brandao to cancel the deal and get my $500 deposit back. So they tell me it will take 72 hours for the refund to show back on credit card, so 7 business days later, no refund. So then I call and email Joe Brandao with Vroom and got no calls back or emails back. Then I ask for a manager and still got no call or email back.

So please don't leave deposits of any kind because no one will do what they said they would do.

Texas Direct Auto Power By Vroom: bad, bad business. Don't trust this company!

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

When you write a 5 figure check for a late model luxury SUV, you have certain expectations of service after the sale. Not with my interactions with Vroom.

I requested to service the vehicle for a noise I did not like when it was cold started in Denver winter conditions. I was told to get two estimates for repairs. The dealer I went to was 20 miles away, another dealer another 20 miles away. I resented jumping through hoops. I was going to keep this car authentic regarding parts and service. I requested from Michele Jackson CSR to have a supervisor contact me. For five days, any time I called I got a recorded message telling me all reps were busy and they would call back in an hour. Six calls and messages on the day I talked to the CSR, no responses. I sent an email, no response.

The five day trial period has passed. I called the sales number and asked to be transferred to customer service. When connected I asked if their phone system was down. I was assured it wasn't. Adding insult to injury, Michele Jackson emailed me a week later saying she hadn't heard from me. I sent an appropriate reply. I also sent emails to the executive staff. There were six names on their website. Four messages bounced back, I know two got through.

I am insulted by the treatment I have received from Vroom. Never again. I should have read all the negative reviews on Cars.com first. There were plenty of them.

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

Almost a month and still no car, meanwhile my first payment is due in two weeks. I was told the car was never wrecked. That may be true, but it wasn't until we received paperwork to sign that we learned the car did have front-end damage at some point. The salesman claimed to know nothing about it but did disclose the hood had been repainted.

Now I'm wondering should I even get the car. The car was scheduled to ship a week ago. Transport showed up to get the car and they claimed they noticed a scratch on the rim they needed to fix. So transport left, and now my car is in limbo until they find another transport company. The thing is, it's Thursday, so now it's likely my car won't make it until mid next week due to the weekend.

I haven't even gotten my car and have been through hell. If I have to return the car, I hate to see what it will be like. This company won't last another 5 years.

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

By far the worst company to do any kind of business with. Vroom took over and ruined Texas Direct Auto, which used to be an amazing company to buy from.

I contacted Texas Direct Auto/Vroom about purchasing a vehicle, and they wouldn't budge much on the price, even though the price was well above the vehicles worth. And, of course, they wanted to give me a few thousand less for my trade-in than what it was worth, basically screw you on both sides of the deal. I returned to the Vroom website recently to find the vehicle I made a fair offer on now listed BELOW the price I had offered, which now puts it several thousand below what they claimed their best price was.

Truly a laughable company that values quantity over quality, and whose sales reps will be sure to deliver on the typical used car salesman experience. I'm sure they will attempt to explain this away with the typical apologies or other excuses, but the bottom line is you will not get a fair deal here, and you cannot trust them.

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

I had a car quote for delivery to Hawaii. I wired the funds. Ten days later they tried to collect another $1,000. I refused to pay as I had paid 100% of the quoted price, which included delivery. I asked for a refund. They said it would take ten days and they would keep $499.

These guys are scammers!

Do not give them money.

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

I purchased a car on Vroom back in July. It started out very promising until I sent in my money and I took procession of the automobile, then it became harder and harder to reach someone. But the last straw was when I discover I had a leak in my new car. The warranty had just expired 10 days ago so now I was not worthy of a callback, but never the less, my son is in the market for a new car, and I will not be recommending Vroom to him or anybody else. This company is about getting the money on hand and kicking the customer to the curb.

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

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

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

I paid $35,000.00 for a truck and this winter it turns out that the sunroof leaks. I called Vroom, and they will not fix the problem. I would never, ever recommend them. And the Safeguard Insurance that they force on you is a joke too.

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