Vroom Review: How It Works, Pros and Cons

Complete and total incompetence from sales, to "finance," to delivery, and to the marketing guy that will half-heartedly reply to this message even though I have outstanding calls that are unreturned. If you buy from here and read this, you have been warned...good luck.

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

As I started my research on which vehicle to purchase and through which company I would buy from, I came across an endless stream of reviews on Vroom that most all revealed that the company was great at selling and bad at following through. I tend to be a glass is half full guy and decided to give them the benefit and wrote the negative reviews off as people that have too high or unrealistic expectations.

Vroom does have an impressive fleet of vehicles to choose from, and I found one I really wanted. My purchase experience was exactly like all the reviews. Great sale, no follow through. The vehicle took exactly a month to get to me. Not the 14-day they promised. And I finally had to drive 65 miles each way to pick it up in Denver. The vehicle also had an additional 97 miles that someone drove in that 30 day time. I expressed my concerns several times in weighting with absolutely no response from management.

I don’t think I would recommend Vroom to a friend.

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

I ordered the car. Once we got confirmation that it was being delivered Wednesday before 4 pm (took off work to wait here all day) - we then got told it would be here Thursday between 11 am and 1 pm. That time passed. Then it was pushed to Thursday evening/night. Delivery guy never showed. Friday morning we call, it was supposed to be here by 11 am. Guess what? They CANNOT GET IN TOUCH with the delivery guy and CANNOT TRACK the trailer full of cars! Missed 3 days of work for this. Ended up just canceling the order and requested a refund on the delivery fee. I lost more money missing work than my delivery fee cost me. SUPER UPSET about the entire process.

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

The process of buying was simple and easy, delivery was decent. That is where the fairy tale ends, was told they would do everything they could to make sure I was satisfied!

1. Paint damage in spots or missing, was told they would have it detailed! Detailing is nice but will not replace missing paint.

2. Window tint damaged in places, was told they would pay to have it "removed" not replaced!

Not at all what I expected, future purchases will be made at a dealership the old fashioned way, unfortunately.

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

I specifically asked sales staff, Morgan I think, to have the tech shop measure tire tread for the car tires and report back. She called and told me the tires measured in the 8 range...like the car has almost new tires. So I bought the car and my inspection after delivery finds the car has 3 measuring 7s and one barely 3. Can't drive a 4wd vehicle with varying tread without risking damage to the car. So I cannot even drive the car I just gave Vroom $25k for. My first customer service rep, Chris, left much to be desired. I'm told by new rep Zaidmy that Vroom is going to make me sign a release before they'll replace tires that never should have left their lot! It is as if the customer is the bad guy! I get very vague answers and info from Vroom customer service reps, but when Vroom sales are on the phone, I heard how Vroom won't even sell cars with defects or sub-standard cars and that any car Vroom is selling is high quality. I'm waiting now to know how Vroom handles this and a damage door trim from shipment. All I want is the "high quality" driveable car that I paid my hard-earned money to buy from Vroom. I'll review again when I know the end result.

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

Everything was positive until the delivery of my vehicle. Given it's transported on a truck, I expected the car to be dirty on the exterior, but I don't think it's acceptable to have the interior disgusting and appear just as the previous owner left it. Their contact information was still saved to the console (privacy issues, anyone?)! The car was delivered with the low fuel light on so I immediately stopped as a station to fill up and knew something was wrong. The car wouldn't allow more than 3 seconds of gas to pump at a time. I tried multiple stalls thinking it was a gas station issue, but it turns out it was the vehicle. I bought a 2018 BMW and assumed it would be thoroughly looked over before delivery since Vroom claims each vehicle is "reconditioned." Between the filth/interior smell, lack of gas, gas tank issue, and rattle from damaged panels in the back, I'd assume this BMW sat on a lot after being purchased at an auction and wasn't touched again until it was picked up to be delivered to me.

Fortunately, I live close to a BMW dealership, but I spent an entire business day worth of my time going back and forth between all of the issues. I had to pay out of pocket to have the panels inside the car repaired (not warranty) and the burden of proof of the money I spent to clean the car plus the warranty work was on me to provide to Vroom. Barely an apology or acknowledgment of the time/effort/headache I had to deal with over the two-week process of getting everything fixed. I was never compensated for replacing the micro air filters to remove the musty smell.

Then it takes nearly 3 months to receive my vehicle registration/tag. I specifically emailed the customer service/registration team advising them to update my address and no longer use the prior for mailing. What do they do? FedEx my tag to an address I haven't lived at in two months and don't even bother to tell me they sent it. Fortunately, the new resident contacted me but let's add another inconvenience of me driving an hour across a city to resolve another oversight/issue from Vroom.

I would imagine if you're lucky enough to receive your vehicle issue-free, then this could be an easy way to buy a vehicle. But there's no guarantee, even when purchasing a newer model car, that Vroom has actually done their job at reconditioning on any level and that you won't experience a similar nightmare.

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

I found what I wanted. I liked the price. They low balled me on my trade, but I found what I wanted, so I accepted.

It has now been 11 days since my purchase has been completed and I have received not so much as an email. I have called daily since day seven hit and only get vague answers or blatant lies. The last update was my beautiful truck needed a "part," but they could not tell me what part it was waiting for. I was also told that my truck would arrive "around Monday-Wednesday, September 24-26," which was clearly another lie as it has not shipped and they can't tell the future or when the "part" would arrive.

I will very likely refuse delivery if I suspect that there is an issue whatsoever with the vehicle. I am still waiting for a response from ANYBODY. I have been told that they will "Get back to me and update me" for days now.

They don't care about you once they have your money. In this case, they have $45,000 of my money. Why should they care if they have already been paid, right? The worst experience by far so far. It will take an act of God to change my mind at this point.

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

This has got to be the worst online dealership on the planet. They are great selling you a car but if it has any issues they just do not want to know. I tried for weeks to try and get a return phone call by a manager but they just ignore you. You can wait months for registration documents. After 14 calls and ignored emails, I gave up. Don’t be scammed by this company. It is better to go to a brick-and-mortar dealership where you can call in and resolve issues. Spend those few dollars more. A total frustrating experience dealing with Vroom. I will never buy another car from them again. Buyers beware!

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

Wholesale cars for retail prices. If it's not hard to find, buy it from a local dealer. I bought a 2017 Wrangler from Vroom that was a special edition and kind of hard to find. Slow to respond or ship. Kept saying the vehicle was still in the inspection process.

The vehicle was delivered 15 days after I wired the money, so not too bad, but I went and met the driver after dark on the side of the road and the driver wanted me to try and inspect that it had no damage. It was covered in road grime (okay I get it was trailered), and leftover wax where it looks like a 5-year-old waxed it. It did have a large ding in the paint on the hood that I would have never seen in the dark. The gas light was on and on E, so I had to find a gas station before I could even take home. Lights on the dash for all the tires were way low on pressure. An inspection was the last thing that was done. Sticky cup holders, etc., 7,993 miles on it and the tires had never been taken off to rotate, nor do we think the oil had even been changed from the factory.

With the one key and no floor mats, it was about $560 at the dealership to get it right and driveable. Buying from a regular dealer, you can assure to pay the same price and have a vehicle ready to go. If it was not hard to find I would for sure send it back! Oh, I also left a message for customer support and never returned calls!

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

My last car purchase (through SimpleCar.com) experience was excellent and easy, but this experience with Vroom was full of well-documented miscommunications and issues ranging from selling me a car leaking battery acid (and then their warranty company denying I had a warranty, though it is standard), to Vroom attempting to deliver my car to another city (not the driver's fault - he said he had been given the wrong info).

While most of the staff are nice enough and are apologetic for their mistakes, it appears that the staff is poorly trained because you can talk to three different people and get three different answers. Most recently, they promised in writing they would reimburse me for the leaky battery and never sent the check as promised. When I inquired, they said I had to sign a document stating that's all they would pay for (the car still has plenty of time per the warranty), which an attorney has advised me is full of questionable language.

The whole experience from the beginning has been time-consuming and frustrating and all the issues have been well documented. The car was a great price, but I had to drop $500 to get it road worthy (filthy air filter, burnt out spark plugs, aforementioned corroded and leaking battery) and now the mechanic is saying the lurching is caused by an axle that needs replacement (another $600). Frustrating when they refuse to honor their warranty. It would be better to go through a standard dealership where there is accountability as Vroom will not allow you to speak to a manager and says "that's not the way we do business."

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

Please do not purchase from this company. They send you vehicles with issues prior to your purchase and refuse to fix the items. They wait until your seven day return period has expired before returning your answers to avoid you returning the vehicle.

I only rated them one star, because you have to rate at least one star.

I prefer to rate them 0 stars!

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