Vroom Review: How It Works, Pros and Cons

I contacted them on 2/8 to initiate a purchase. They placed a $500 charged to my credit card to "hold" the car "until contract signed." The contract was signed and received by them on February 13th. The bank was paid in full on 2/15. Delivery was supposed to be 2/22. It is 3/1. No car. No refund. My emails are being returned undeliverable due to their inboxes "at capacity." My salesperson's email is currently deactivated. Getting anyone with any authority on the phone is impossible. I get told someone will contact me to address my concerns. Nobody calls. Nothing.

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

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

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

On 2/26 I placed a $500 deposit, on 2/27 I received the contract, and I returned the contract on 2/28. On 3/2 Vroom said by email that they were reviewing the contract. On 3/2 Vroom said by email that they were getting the vehicle registered. I have heard nothing from them since, and it is now 3/12. I have called and everyone I speak to knows nothing. I am starting to wonder if this is a scam. I want either a delivery date on the car or all my money back. Can anyone help without anyone giving me the runaround?

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

My husband purchased a car from this "company" months ago and has never received a registration, resulting in months of getting pulled over for not having a valid registration. And we call them all the time and no one can ever assist with anything. They put you on hold and transfer you a million times and now they're saying there is an issue with the car and it might need to be bought back. It's been a truly horrific experience, and definitely not worth it, so go somewhere else to buy your car.

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

We ordered a car with Vroom trying to save some money, but it's worth it at all. This company is so big that it has a bureaucratic process. It took me almost two weeks to get the car delivered, plus they said that it will take another two weeks to get the car papers so I can register the car. Horrible customer service, horrible deliver people. I called like 20 times to make sure my car order was processed timely but they didn't care.

Long story short, don't buy online. On the top of that, they charge 500 bucks for delivery. Go to a local dealer or buy local and get everything done in one day unless you have the time and patience to deal with these people.

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

With hidden fees, a failure to give offers that are emailed to you, and a bunch of "I don’t know answers," I’m just glad I said "no thank you" before I got too far in the process. If you still chose to go this route, good luck, you will need it.

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

The experience was awful from start to finish. I sold a car to them and also purchased a used 2017 Ford Explorer.

The process of selling my car seemed excellent at first. The submission and offer process was terrific. However, executing the offer turned out to be a nightmare.

As the sale of my vehicle was used towards the purchase of the new vehicle, Vroom was responsible for making the payment to my bank. They told me this would occur as soon as they picked up the car from me. After approximately 30 days with no communication regarding the pickup, I reached out to them to request an update as I had already made another payment on the loan. It seemed as if they had "forgot" to schedule the pickup and told me someone would reach out shortly.

I received a call a few days later from a towing company who then showed up at my house a couple days later. He put my car on his flatbed and just drove away. No paperwork for me to prove to whom I just gave my car to. Talk about a leap of faith! The payment on my existing loan didn't occur for about another week by when I had to make ANOTHER payment on that loan to avoid late fees. So here I am, almost 60 days out from the purchase of a car through Vroom, and I still am waiting for the bank to refund me the almost $1000 I was out while waiting for Vroom to pick up the vehicle.

Back to the purchasing of the vehicle. The delivery of the vehicle was scheduled about one week after the online purchase. I had to meet the driver at a local Walmart to receive the vehicle. It came off the truck very dirty, both inside and out, and was also almost completely out of gas. Not a good first impression.

Due to severe winter weather in my area, I was not able to get the car inspected within the 7-day give-back period. By the time I was able to do so, there were many physical defects present on the vehicle that were not disclosed to me as part of the sale. There was damage to tailgate which was obviously repaired as demonstrated by the T-SHIRT SECURED WITH DUCK TAPE around the rear windshield wiper mechanism. There was also significant damage around the doors due to an apparent break-in attempt and scrubbing during refurbishing.

I reported these issues to Vroom and was told since I was outside the give-back window they were no longer liable. They offered me $500 due to "inconvenience" when three different certified body shops quoted the repairs over $2000.

Another issue is registration. I received the vehicle with a temporary vehicle registration that was good for 60 days. Here I am, with that temporary tag set to expire in five days, and I have still not received any registration paperwork from Vroom. This has prevented me from properly registering my vehicle with my state DMV and also is preventing me from having the necessary state inspection and emission tests required to make the car road-legal. Despite many phone calls and emails requesting follow up, I am no closer to receiving these documents than the day I signed the paperwork.

I know the idea of using an online dealership like Vroom seems enticing as the local dealership experience can be downright frustrating for some people. However, please take my experience as evidence that, at least for this online dealer, it is still better to deal with a local business than it is to deal with a company thousands of miles away that won't stand behind their product and services.

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

Yes, they do honor the return policy, but it is a real pain in the butt. Not worth the gamble.

Bottom Line: No, I would not 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