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

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Vroom

Overall Rating

2.4

523 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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Our Full Review

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

2.4 Stars out of 523 Reviews
5 Star:26% 4 Star:4% 3 Star:4% 2 Star:9% 1 Star:55%
34% Recommend This Service
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Posted on Jun 2, 2022

Stay away, zero communication after the sales!

By David L., Los Angeles, CA, Verified Reviewer

Took delivery of my car on 3/22/22, my temporary registration expired on 5/14/22, today is 5/23/22. I've been calling VROOM since late April, every time was told to wait for the registration paperwork.

On 5/10/22 I called and spoke to Alexis, explained to her my situation and frustration and she opened a case #01355042 and told me to wait for an email within 24–72 hours for a response.

A week went by with no email so I called on 5/17/22 and spoke to Dieto, who informed me that my paperwork was lost by FedEx and will re-FedEx me my registration documents, and also told me they will provide me a rental car, I need to wait for an email within 24–72 hours.

Still no emails as of 5/20/22 so I called again and spoke to Carbella who escalated this to a priority case (I guess prior to that my case is not a priority) and will receive a priority email in 24 hours.

Today 5/23/22, still no email and response, so I called to speak to Nelson who put me on hold and got disconnected (or maybe hung up on me). Called back and spoke to Auguo, who looked at the case and informed me he will make another priority request and I need to wait for 24–72 for a response. I demanded to talk to a supervisor or manager and was told a supervisor/manager doesn't take calls and I need to wait for an email.

This is the first time I purchased online from Vroom, and so far very unpleasant experience. I should have purchased from a traditional car dealership to save time and hassles. As of now I have a car with an expired temp tag that I can't drive and I don't have a spare car. I'm not happy!

As of 5/27/22, still no email, no phone calls. I filed a complaint with Texas DMV, will pursue this matter through the courts!

Length of Use: Less than 3 months

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

Posted on May 27, 2022

Vroom with Gerard!

By Adrian W., Corinth, MS, Verified Reviewer

Most pleasurable experience in purchasing a car, EVER. The right car, the right price, and delivered to my front door. Gerard Smith was OUTSTANDING.

Length of Use: Less than 3 months

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

Pros and Cons

Customer care - Gerard Smith

Hassle freed

Delivered to my door

Website portal doesn't stay up to date with emails

App doesn't stay up to date with emails

Posted on May 26, 2022

Don't buy a car from Vroom!

By Michael E., Apopka, FL, Verified Reviewer

I bought a vehicle from Vroom. It's been 2 months and no paperwork. Took a month to deliver car. They got my address wrong! I can't get a metal plate until I get my paperwork! BEWARE of rip-off Vroom! Don't waste your time or money with Vroom!

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

Horrible service!

Posted on May 16, 2022

Choose Vroom!

By Sarah C., Orange County, CA, Verified Reviewer

Vroom seemed too good to be true, so I was very skeptical, but my experience was incredible! Wonderfully efficient process and fantastic individuals every step of the way. Highly recommend.

Length of Use: Less than 3 months

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

Pros and Cons

Safety

Convenience

Ease

No “cons” were specified in this review

Posted on May 5, 2022

Purchase of my car.

By Alisha M. , Canton, OH

We had a wonderful overall experience with Vroom. I was a little nervous buying a car online and started to sweat a little once there was a short shipping delay, but our car came and was exactly as described and we absolutely love it! We got a great car for a great price!

Length of Use: Less than 3 months

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

Pros and Cons

Easy

Quick

Never had to leave my house

Lack of communication

Delivery delay

Unable to speak to same person

Posted on May 5, 2022

Very smooth and very accurate

By Jeremy S., Chapel Hill, NC, Verified Reviewer

They gave us a quote for our vehicle and they stayed with the quote they gave us. Paperwork was easy and they picked up our vehicle from us. It was a very simple process!

Length of Use: Less than 3 months

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

Pros and Cons

Accuracy

Speed

Simplicity

No “cons” were specified in this review

Posted on Apr 22, 2022

No customer service

By Timothy M., Decatur, IL, Verified Reviewer

Bought a car from Vroom and it was delivered with a bad battery that was venting fumes inside the car. I purchased a new battery the next day and even though I had a receipt showing the date I purchased it I was refused a refund because I was busy working and called them 1 day past the 7-day period. So I'm out $110.00.

Length of Use: Less than 3 months

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

Posted on Apr 22, 2022

Vroom buy and trade

By Sarah G., Washougal, WA, Verified Reviewer

Great experience! It was very fun and the customer service was the best I’ve ever seen! Anytime I had questions or concerns they answered or got back to me right away every time. It does take some patience but they are very professional and you can’t beat their prices! I will never buy at another dealership again! Best car buying experience ever!

Length of Use: Less than 3 months

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

Pros and Cons

Straight forward, honesty

Customer service

Fun experience

A little unclear about wait times

A little slower than initially instructed

Needs more details about process

Posted on Apr 8, 2022

Great way to sell a car

By Anthony R., Dover, NH, Verified Reviewer

My experience was fantastic. The offer was more than other sellers were willing to offer. The process was straightforward and easy. Pickup was on time and the payoff was in 2 days.

Length of Use: Less than 3 months

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

Pros and Cons

Excellent offer

No “cons” were specified in this review

Posted on Mar 10, 2022

A few bumps in the road but well worth it

By Vanessa S., Coral Springs, FL, Verified Reviewer

Semi-smooth transaction, only frustrating when having to resend documents over and over and speak to multiple reps who don't seem to communicate with one another. Overall, though, it was worth getting the exact car for the price I wanted.

Length of Use: Less than 3 months

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

Company Response from Vroom, Inc.

Mar 13, 2022

Hi Vanessa, thank you so much for your positive feedback. We're glad to hear we provided you with a positive experience. Thanks for the recommendation and have an amazing day. -Vroom Team

Posted on Mar 4, 2022

Read reviews, people, they can save you a lot of headaches

By Tyler G., Orange Park, FL, Verified Reviewer

It’s convenient and good for people with bad or no credit but you had better make sure you're not in a hurry. I started my first purchase on 1/13/22, I finally was able to receive the car on 2/5/22. My wife didn’t like it so started the return process on 2/13/22 to trade in for another car. It’s 2/24/22 and I can’t even see the purchase I’m making as my hub has still not been updated. The only reason they got 2 stars is the customer service techs were very polite and friendly, I would know since I talked to so many. In my first purchase, I had 4 different techs I worked with as they just kept transferring me to a different one every couple of days.

Update:

It is 03/01/2022 with still no response from any car specialist or customer support. After I followed up on them about the review I gave I sent all the info they needed and never heard a word from them – no text, no email, no phone calls. So today I called and canceled my vehicle purchase and now we will see how long it takes for them to send back the $4001 down payment I sent them. I hope it’s soon so I can use it to pay rent; since all this has happened and left me without a vehicle I have lost my job and missed 2 interviews because of all this.

But I’m in high spirits as everything happens for a reason but hopefully, if nothing else, this review will help someone in their decision to use Vroom as there next automobile purchase and save them the headache. I don’t like giving reviews, honestly, but after it affected the way I live I felt like something should be said.

Thanks to everyone that reads this, have a blessed life everyone. And read reviews, people, they can save alot of frustration.

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

Pros and Cons

Convenient

Bad credit qualify

Long wait time

Lack of communication

Response to emails or texts

Showing 1-11 of 523

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