Vroom Review: How It Works, Pros and Cons

My husband and I started working with Vroom mid-December and purchased a Lexus GS 350. I was a little skeptical because we have never purchased a car online before, but we decided to try it out to save money and bypass the haggle at the dealership. As most of the reviews indicate, the initial phone call and follow up before the exchange of money was very simple, but as most have indicated, after the purchase everything went downhill. We spoke with the same person before purchasing the car, but after we purchased the car, we talked to multiple reps. None of them communicate with each other and supervisors are non-existent.

Vroom states within their agreement to deliver your car within 14 days. We had hoped to get our car before Christmas but got an e-mail stating that they were "prepping our car." A few days after Christmas we got another email stating that they were still "prepping our car." When we called after the holidays to find out what they were "prepping," no one could tell us.

On December 31st, two days before the end of the 14-day period, we called again to find out when our car would be delivered and no one had a clue. The customer service rep stated that she would ask the inspection department. By the end of the day, she had not gotten a response. At this point, we were told that the office was closed on January 1st but it was possible that our car would be shipped on January 2nd.

On January 2nd we called back and was told that our car was being "buffed." There was still no indication as to when our car was to be shipped. I am no dummy and know that "buffing" does not take a day. We were beyond frustrated at this point by the lack of urgency and no answers. We told the rep we spoke with that we were at our 14th day. We asked if they would pay for our rental and they only offered us $100 and still no indication as to when our car would be sent.

I should mention at this point that this was a CASH purchase, so Vroom was not financing the deal. They had all of the money for the car. We asked for our money back and they did not try to pursue the sale AT ALL! They started prepping an email to facilitate the return of our money offering us nothing in return. We could never escalate to a supervisor. They could care less about the sale. How could any company that wants to be profitable send back CASH when you have a sale with CASH in hand? I could not believe it. They sent the money back within 24 hours and the car has been reposted to this website. It could have been SOLD!

I should mention that if you deal with this company, you may want to be prepared to wait 3-5 weeks to get your car as ours was not delivered as they promised. You should also know that if you ask for your money back, your bank may put a hold on your funds so you will be held up another 2-3 weeks if you want to purchase another vehicle. We went elsewhere and are happy with our purchase. I will encourage all of my friends and family to do the same. This company has a long way to go with their customer service so don’t say you were not warned. This was by far, the worst car buying experience I have ever had!

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

Vroom sounded great in theory (simple, fast, and eliminates annoying sales tactics/negotiating), but completely failed. They sent me incorrect paperwork FOUR times. The dollar amounts for each charge in their digital contracts seemed to change from page to page, as if there isn't technology that allows you to enter a value in one location and then have it auto-populate elsewhere. There were versions of my contract in which my last name was completely butchered, the financed amount was completely off, and more.

With that said, if you choose to use this service, TRIPLE CHECK your paperwork BEFORE signing anything! Check their math. At one point, they even sent me SOMEONE ELSE'S contract with all of THEIR personal and financial information included. Seriously?

When I finally spoke to a manager, he offered to waive their $500 delivery fee in an attempt to compensate. He could have offered to waive double or triple that amount, and I STILL would have walked away. This level of unprofessionalism and inconsistency would make me nervous with any purchase, let alone with a transaction that's worth thousands and thousands of dollars. In fact, that's the only reason I'm bothering to write a review in the first place. After all of this, I ended up going right back to the dealerships I was initially so excited to avoid.

I will concede to the following points:

1) They offered more for my trade-in than I had seen anywhere else.

2) The $500 I put down to reserve the car while completing paperwork was refundable. Yay.

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

I will never buy a car from them again. Their customer service skills lack. They take forever in doing everything except taking your money. Four weeks and still no registration. They move like turtles! I could have driven to Texas, gotten the title and went to my local DMV in a faster time then they breathe. I am so unhappy, I want the car gone.

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

We purchased a 2015 Lexus IS350 AWD in February 2019. Everything seemed fine, until we had to use the air conditioning. The A/C did not blow cold air. It actually blew hot air, but we didn’t realize until a month later because it was cold and rainy most of the time. We contacted Vroom about the issue and they said it would be covered by the limited warranty (6000 miles/3 months through Safeguard). However, Safeguard denied the claim because they said it was from an outside force (a rock hitting the condenser). I doubt that is true, and Vroom must have sold us a car with an existing A/C issue. Vroom also refused to cover the repair of the A/C system even though we only had the car for a month. We regret buying a car on Vroom.

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

I wanted a Ford truck with a specific motor. I searched everywhere in town and could not find the one I wanted. Finally, I found it online and Vroom said they would ship it to me. It was $500 to deliver but I thought what the heck since it’s the exact truck I was looking for with the motor that can pull my trailer. I signed the papers and sent them back, then a few days later I get an email at noon saying your truck will be delivered today and before this I had not received a call or email saying it was going to be delivered today. I had to call out of work and go home and after a few hours I called in and they said the truck won’t actually be there till the next day between 9 am and 7 pm. I called out of work for the next day and waited for the truck, which arrived at 8 pm after dark. The next day I went out and looked at it and it does not have the advertised motor in it. The one it has, the base 6 cylinder. I sent an email in to the support team and waited 24 hours. I didn’t receive a call or email, so I called in and they were closed so I left a voicemail and waited another 24 hours in which I did not hear anything again. So, for the third time I call in and explain the situation and the person simply says the fault was not on their end and he will send it to his buy back department but the $500 is nonrefundable. Lesson learned. If you cannot see or touch what you are buying don’t send money or sign anything trusting they will hold up their side of the deal. Now I am waiting to hear from the buy back dept which may take 48 hours. So far I am missing a day and a half of work and $500. If I had to do it over I would just stay local that way you can see it with your own eyes and know exactly what you are getting. Too much stuff gets lost online or explained over the phone and they wont take ownership of anything.

Update - Absolutely the worst company I have ever had to work with. So the representative calls me up just to tell me I am wrong. The had since taken all the ads and he says if you don’t have any written proof I can’t help you and then sends me a pdf that has nothing to do with the website or the phone call where the person on the phone told me the incorrect info. I decided just to do the refund process and told them that I only drove the truck half a mile to fill up the truck with gas so I would like to get the money back for that and I can supply the receipt and if that was going to be a problem let me know before the truck gets picked up. A few days later the truck gets picked up and within the hour I get a response asking if I have written proof about getting a refund from vroom. I told him he should have let me know before the truck got picked up and had days to do it. He said there was nothing he can do. Vroom has now stolen $563.65 with no remorse, empathy, or decorum. Take it from me. Do not do business with Vroom. They are only worried about being right and actively looking to turn the screws to the hard-working customer.

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

The overall experience is unprofessional and frustrating and I feel mistreated and taken advantage of.

The initial customer service was ok, they have the setup right but the execution is far below standards. After I chose my vehicle I still had to haggle final pricing and excessive added fees that reminded me exactly of any other dealership I have dealt with, so the experience was not as advertised. The trade-in value for my former vehicle was good but the purchase vehicle price was over market value until I waited long enough for it to fall to an acceptable level, just like any other dealership. The "scheduled" delivery dates changed 5 times over 14 days and when the final delivery date was set, I had to take off work because there was a 12-hour window for time of arrival. After calling 3 times throughout the day to attempt to determine the delivery time and being promised by the "delivery specialist" that it would arrive that day it was rescheduled for the following day. This required me to take another day off of work to receive the vehicle. The delivery team failed to ensure the delivery of the vehicle and failed to properly update me with the needed information to save me the trouble and time. Regardless of the driver and dispatch company's failures I was never updated and had to prompt the Vroom team constantly.

Then when I finally received the vehicle it was so incredibly dirty that I couldn't properly check it for damages. I had to wash the windows just so I could drive it to the car wash and wash it three more times before I could see the paint and accessories. I was told the vehicle would be detailed when it took you 5 days to do the inspection prior to delivery. And that it would be shipped in a closed container to avoid further dirt and damage while In transport just like on the TV commercial. That was a blatant lie.

Then on top of it all, I was told they would have my trade-in truck picked up at the same time as the drop-off. However, they left it at my house for 5 days. When I called to ask about this your customer support told us "it happens" and I should await another "scheduled" pickup. Only to be surprised to receive a call from a truck driver that they were awaiting my arrival on a vehicle pickup that I was never informed about. This is unacceptable and I have no recourse for this bad business. I have requested resolutions and shipping cost refunds, or anything else other than worthless apologies to no avail and I am at a loss for what to do next.

Vroom is happy to take my money but once the paperwork was signed I have been left in the dark and at their whim to the entire process. They took the maximum allotted time with minimal effort. Other than the pointless verbal assurances, the written promises were loosely upheld and followed. The inventory and accessibility is the only benefit to the company model. They offer sub-par shopping experience and need to focus more on customer service and inclusiveness. As an online company, they lack the physical "handshake", comfort and reassurance offered by standard brick and mortar dealerships, so some type of trust is imperative. I had so much hope and expectation of this being a happy experience but I am left with a bitter taste in my mouth. I guess I just expected too much in this day and age and Vroom is just another disappointing example.

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

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

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

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

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