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Vroom

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Vroom

Overall Rating

2.3

432 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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Vroom Review: How It Works, Pros and Cons, Vroom vs. Carvana

By Zina Kumok

Updated on: Mar 26, 2020

No one loves the car dealership experience. It’s tedious, stressful and leaves you feeling taken advantage of. When you really think about it, why should anyone have to haggle with a stranger just to buy a vehicle?

Like many online retailers looking to simplify traditionally complicated buying experiences, Vroom offers an alternative. You can search, inspect and buy a car in the comfort of your own home.

Instead of negotiating for the best deal and feeling pressured to make a decision on the spot, you can compare their fixed prices at your own leisure.

But is Vroom truly a step forward in the evolution of car buying, or a gimmicky way to avoid the transparency that comes with seeing a car in person? What do Vroom customers have to say about the experience?

How Vroom Works

Vroom is an online car-buying site where you can buy used and like-new cars. Instead of visiting a dealership, talking to a pushy salesman and haggling over cost and features, you can handle the transaction almost entirely online.

The process is simple. You visit the Vroom website, choose a car, pay a $500 deposit and then pay in full or wait for financing. After everything is completed, the car will be delivered to you. Sometimes you can arrange to pick it up yourself if you live nearby. There’s a $599 delivery fee that’s non-refundable.

While you won’t have to visit a dealership, there may be some phone calls required. You also may have to sign and mail documents to the company.

Vroom’s online reviews leave something to be desired. They have a 2.1-star rating here on HighYa, based on 200 reviews. The Better Business Bureau gave them an A+ rating, but the average customer review is also two stars with 63 reviews.

Warranty

Each car comes with a seven-day return policy, up to 250 miles. If you don’t like the car, you can return it during that time. You’ll owe a $599 restocking fee unless you can prove the car didn’t match the description or had some serious problems.

Some Vroom cars have a free 90-day, 6,000-mile limited warranty. If your car needs a repair within that time, you can take it to a dealership or ASE certified mechanic. The 90-day warranty has a $50 deductible per instance.

Every vehicle comes with one year of free roadside assistance if you get a flat tire, the battery dies or you lock yourself out of the vehicle. The Vroom website says they may offer other extended warranty packages and gap insurance, depending on the car

Selling Your Car

Vroom accepts trade-ins and can add the value of your current car to your new purchase. You can also sell a car to Vroom even if you’re not buying a vehicle from them.

You’ll go to the Vroom website and type in the car’s information, like its Vehicle Identification Number (VIN) and mileage. You will then receive an offer within 30 minutes if done during Vroom’s business hours.

The offer is valid for 10 business days, up to 250 miles. If you agree to the price, the car will be picked by Vroom at a mutually-agreed-upon time. Payment is issued at pickup via cashier’s check.

If you buy a car from Vroom, trade-in your own and then return the new car, you can’t get your original car back. But you’ll still be paid for the value of your trade-in.

Car Selection

Vroom’s selection includes a variety of cars including gas-powered, hybrid and luxury vehicles. You can buy a Maserati or a standard Ford F-150 truck. All the cars have low miles, with the upper limit around 50,000 miles.

The selection isn’t as robust as Carvana’s, a similar online car-buying service. In a search for Toyota Camry models, Vroom had 42 options available while Carvana had 387. Vroom had 12 Teslas while Carvana had 79.

Carvana also tends to offer cars with higher mileage counts, capping at around 100,000, meaning they also offer lower price points.

Financing

Like Carvana and most car dealerships, you can finance a purchase through Vroom or use your own lender. Vroom works with major banks like Chase, Ally, and Capital One.

To see possible rates, you have to select a particular car and scroll down to the payment calculator. Type in the trade-in amount, down payment, estimated credit score and term length. Vroom will then estimate your payment and APR.

It’s still better to get pre-approved through a third-party lender – that way you can see what rates they offer before applying with Vroom.

Vroom vs. Dealership

If you’re buying a car and need to finance it, going to a dealership used to be your only option. Now sites like Vroom make it possible to buy a car without leaving your house.

The Vroom process claims to take around 11–15 days, which will vary if any issues arise with financing. One anonymous reviewer said his car was delivered a day earlier than promised.

One of the downsides to online car-buying services like Vroom and Carvana is that you can’t test drive the vehicle before you buy it. You’re also not able to have it inspected by an objective third-party mechanic.

Some customers report problems after buying the car and having a mechanic look at it. These include both minor cosmetic and major mechanical problems.

If you buy a car from a traditional dealership, they’ll usually let you take it to a mechanic for their own inspection. If the mechanic finds something, you can use that information to walk away from the car or negotiate for a better price.

This is where buying a car with Vroom can be difficult. If the car has no issues, you’re golden.

If the car starts having problems shortly after delivery, you have to negotiate with Vroom for a post-purchase discount or reimbursement. Unfortunately, you may have to call several times and provide solid proof for Vroom to refund you any money.

If you chose Vroom because you hate talking on the phone and dealing with salesmen, then initiating a dispute with them over a faulty car will probably be a nightmare.

Pros

Vroom is ideal for someone who wants to buy a car without taking the time to visit a dealership, go for a test drive and haggle with a salesman.

Pricing is fixed with Vroom, so the number you see on the site is the number you’ll pay, excluding taxes and registration fees. However, their website says they sometimes match competing offers, so you may get lucky if you can find the same car for a lower price.

Vroom will deliver your car within 10–14 days after all paperwork has been completed and finalized. This is longer than it would take from a dealership, so buyers should be prepared to wait.

The Vroom free roadside assistance program includes towing, battery service, lock-out assistance, and gas if you run out. This lasts for a year and covers anyone driving the car.

Cons

Some reviewers claim that Vroom delayed sending their car registration information. If you drive a car without proper registration, you risk getting a ticket and late fees. This can be stressful and costly – especially if Vroom declines to cover the late fees.

One Reddit user who bought a 2018 truck through Vroom returned it because of a dent that wasn’t in the description or photos, as well as rust on the bottom of the truck. While many people are happy with their purchase through Vroom, undisclosed cosmetic issues are fairly common.

Even though Vroom offers a seven-day return policy, they can decline to refund the delivery fee. If you can’t prove that the description or photos don’t match the car, you may have to eat that $599 delivery charge.

The Bottom Line

Though Vroom has competitive prices on their vehicles, their poor customer reviews indicate some serious problems.

Unless you don’t have a dealership nearby or you truly hate talking to salespeople, you should consider looking elsewhere for your next car. If buying a car online appeals to you, Carvana has better customer reviews.

If you still want to use Vroom, look at the pictures and description carefully. Vroom offers a free Carfax report which will show if the car has ever been in an accident, used for commercial purposes or on the receiving end of flood damage.

Read through the report carefully for any red flags. A little extra due diligence may prevent some of the major headaches other Vroom customers have reported.

Customer Reviews

2.3 Stars out of 432 Reviews
5 Star:25% 4 Star:4% 3 Star:4% 2 Star:10% 1 Star:55%
33% Recommend This Service
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Posted on Jan 16, 2021

Smooth sale with Vroom

By Joe R., Fullerton, CA, Verified Reviewer

The process to sell my car to (and get paid from) Vroom was smooth, timely, and very professional. Each time they indicated that something would happen on a particular date, it did, with no delays or hiccups.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

All milestones were met in a timely manner with no delays

The communication with Vroom was clear and understandable

No “cons” were specified in this review

Posted on Jan 15, 2021

Vroom is a scam

By Scott S., Herndon, VA, Verified Reviewer

This is the worst customer experience I have ever had. First, they lost the certified check from my lender for four days. Once they found it they told me that I would be hearing from the delivery people. Never heard from them. Car showed up a week later without any notice and it was the dirtiest car on the carrier. Next, the car has a burning smell when started.

I called to have them look into (file a complaint). First call they hung up on me. Second call they said I would hear back in 48 hours. It’s been 12 days. I called today and they said someone would call me back. Nothing. I have filed a claimant with the BBB against them.

Do your research, they are notorious for not responding. I wish I looked at reviews before purchasing.

On top of this, I gave them a $500 deposit that was not applied to my purchase and I am getting the runaround on having it refunded.

Stay away! Save yourself the headache of dealing with them.

Length of Use: Less than 3 months

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

Pros and Cons

No “pros” were specified in this review

Did not return calls

No one knows anything about another department

No one can do anything, so why are they even part of the process

Posted on Jan 15, 2021

Mazda CX-9

By J R., New Orleans, LA, Verified Reviewer

First of all, my delivery experience was unsatisfactory because I had to change the delivery address three times. Each time I changed it, the representative that I was speaking with failed to update the status to reflect a parking lot near my home rather than my street.

Secondly, the fees in the contracting paperwork differed greatly from the fees listed on the room website. They differed by as much as $500 and I had to rectify that with the sales rep.

Finally, the sales representative explicitly said when I asked him that they would be two keys for the vehicle. I confirmed this a second time. I don’t know if my experience was conducted over recorded line, if it was then I know it can be verified. Regardless I realize that room only guarantees one key, and so I only received one key.

The vehicle itself suits my needs well and so I’m going to keep it. That said, I believe that individuals view online car purchasing platforms as a viable alternative to dealing with the hassle of working with a car dealer. People view it as a viable alternative because they can avoid being taken advantage of and paying a price that is unreasonable, or rather, for amenities that are overpriced. At the end of the day, yes, I received the car that I need, but I was also taken advantage of because the information about the key (which cost $350 out of my pocket) was falsely advertised and verified to me. It was a major consideration for purchasing the vehicle, and again, I view this as having been taken advantage of.

Length of Use: Less than 3 months

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

Pros and Cons

Competitive price

Was given false information in the buying process

Posted on Jan 15, 2021

Bad service

By Dave W., Pryor, OK, Verified Reviewer

Prior to delivery very easy to work with and fairly responsive. Once they had our money and delivery was made service has been horrible. Vehicle delivered had much more damage than disclosed. Now no one will return my emails or calls. Based on our experience would not recommend Vroom.

Length of Use: Less than 3 months

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

Pros and Cons

Easy to deal with before they got our money

Once paid and delivered no will will respond to undisclosed damages

Posted on Jan 15, 2021

Amazing and easy

By Kamal S., Chandler, AZ, Verified Reviewer

Process of selling to Vroom was so easy from A to Z and customer service was amazing. They were easy to deal with and committed to the offer they gave.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Customer service

Ease of process

Speed of payment

No “cons” were specified in this review

Posted on Jan 15, 2021

Trust all the bad reviews you read, they are real

By Adam B., Louisiana, Verified Reviewer

Horrible, steer clear. Started the process on December 5th and still not done. Still haven’t paid off trade-in. All they do is lie! The vehicle I purchased looked like it was sitting in a junkyard for years. They will answer your call when you start the process. Once you pay the $500 deposit, good luck. I read all the negative reviews and I said surely not. Don’t be fooled, the negative reviews are true.

Length of Use: Less than 3 months

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

Pros and Cons

No “pros” were specified in this review

Customer service reps lie

Vehicle was delivered damaged

No one returns calls

Helpful Review? 1 Person Has Voted

Posted on Jan 13, 2021

Never buy from Vroom

By David L., San Jose, CA, Verified Reviewer

Worse experience I’ve had with a dealership! I brought a car but the car had an issue. I called customer service many many times and I was assured that someone will call me back to discuss the issue. Until this day I have not had a call back from anyone! To anyone that reads my review, do not buy from Vroom! If you want to have peace of mind go to your local auto dealership, yes you will pay a little more but at least you can take it back if you have any issues.

Length of Use: Less than 3 months

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

Pros and Cons

No “pros” were specified in this review

Worse customer service

Never buy from Vroom

Posted on Jan 11, 2021

Sold my truck to Vroom

By Eduardo A., Pembroke Pines, FL, Verified Reviewer

I can sum up my experience in one word - wow. These folks pay the best and have a simple and easy transaction system in place.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Streamlined

Quick pay

Very fair

No “cons” were specified in this review

Posted on Jan 11, 2021

Worst car buying experience!

By Danny T., Nashville, TN, Verified Reviewer

This was by far the worst car buying experience in my life! The car was delivered to me with a dead battery, check engine light on, extremely dirty, and with an empty gas tank. I reported all these issues upon delivery and was advised that a customer service rep would call me. That was over two weeks ago and no one has called even after multiple follow-up calls that I’ve made. If I could, I would give Vroom a negative star. I would not recommend this place to anyone!

Length of Use: Less than 3 months

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

Pros and Cons

No “pros” were specified in this review

Car issues upon delivery

Check engine light on

Dead battery

Posted on Jan 9, 2021

Stress-free, easy process

By Kevin D., Lemont, IL, Verified Reviewer

I sold my car to Vroom, and it was the best way to do it. Their offer was, by far, higher than any other dealer’s. The process was extremely efficient and required very little of my time. Would definitely do it again with them!

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Price offered

Efficient process

Not much time required

No “cons” were specified in this review

Posted on Jan 8, 2021

Fast, reliable, and great service

By Dhyana V., Clearwater, FL, Verified Reviewer

They were absolutely great. I sold them my car and I wouldn’t change anything about their process! Incredibly fast, they gave me a great value for my car and their customer support is awesome. 10/10 recommend!

Length of Use: 3–6 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Value for my car

Speed

Professional

No “cons” were specified in this review

Showing 1-11 of 432

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