VroomReviews 533

Absolutely no customer service. We have been utterly disappointed in the lack of customer service by Vroom. For four months we have been working thru their portals and customer service support and have received zero response. After following all of their requirements for purchase and receipt of an expensive Lexus, they have absolutely ignored our request for missing items from the car. At any price this company is not worth the aggravation.

If I could give Vroom zero stars, I would. I purchased a 2018 Ford F-150 from Vroom in May and owned it for 45 days. At that point, my truck suddenly shut down while I was driving it and numerous electrical issues occurred. I brought it to a Ford dealership the next day and found out that the truck I purchased had a bad seal and a faulty seam, and water had gotten into the truck and fried an electrical module. I called Vroom and they said since it was past the 7 days, they would not cover any of the $1400 in costs for repair. I even offered to pay half if they would cover the other half. They would not even consider it, and it is not something that is covered on their 90 day warranty. If you are looking for a dealership that supports its customers and the vehicles it sells, look somewhere else. Vroom is not that company.

It seems like the entire company is so disorganized and nobody wants to take responsibility. I had a pre-approval from my bank, I started the purchase using Capital One auto navigator. Once it was handed over to Vroom, everything changed.

I was trying to purchase a vehicle, and 4 times I was quoted different sales tax, and my total purchase price went up by over $3000! The contracts department keeps trying to resend me to the sales agent that never returns calls. I was finally able to talk to a helpful agent, who I thought had it all figured out, but then when I received the updated contracts, the Sales tax amount was over $5200! When I looked on my state tax website, it should only be $2900. I do not understand how this can keep changing? What is their endgame for screwing around with the numbers? I had an agreed price and monthly payment, and they seem determined to try and screw around with the contract.

When I call the contracts department, they keep shifting the blame back to the sales agent. The sales agent has not returned any of my calls, and when I try to call the extension the phone cuts off.

THEY LIE AND SEND YOU A PIECE OF $#*!... I BOUGHT A 2014 BMW X1 THAT WAS DELIVERED BY A CRAZY NON ENGLISH SPEAKING PERSON -- WITH A DIRTY CAR INSIDE AND OUT. THEN I TOOK IT TO THE BMW DEALERSHIP ONLY TO LEARN THAT THE CAR REQUIRES $1700 OF WORK AND NEW TIRES... I FKN HATE THEM AND I PLAN TO TELL THE WORLD ABOUT THEM. I BOUGHT THIS CAR FOR MY DAUGHTER THINKING I WAS DOING A GREAT THING AT THE TIME AS A SINGLE MOM... I HATE THEM! THE SERVICE AFTER THEY GET YOUR MONEY IS GONE. I SHOULD HAVE GONE TO A DEALERSHIP AND JUST SAT THRU THE BULL$#*!. BTW THE DELIVERY FEE IS NON REFUNDABLE $750 OR MORE. THEN YOU DONT GET YOUR PAPERWORK FOR WEEKS - WHICH MAKES THE REGISTRATION PROCESS DIFFICULT. OMG I WISH SOMEONE HAD TOLD ME BUT NOW I AM TELLING YOU. CHERI - CHATT. TN

It was the most Horrible experience I've ever done. It started out OK but then they kept asking for the same stuff over and over again and when I sent it they'd say they didn't get it I finally had to cancel my order and I went through a different place and I would never ever go through vroom or ask anybody else to do it again

(Still On hold) I honestly can't put into words just how dysfunctional this operation really is. Paul M. Should be embarrassed by this. (Still On hold) It's been 8 weeks, dropped original sale, the flip was not as advertised and there is never anyone to talk to in customer buy back. $1200. 00 out of pocket, out of work. I survived covid just to be bankrupted by Vroom.(still on hold), 12 voice messages, 8 week, lost titles, wrong vehicles delivered, empty on gas, flat tire, no oil change. Trade in is still sitting here and they mistakenly sent me back my title for the trade in. (Still on hold) Hours and hours, days, weeks on the phone and nobody knows what is going on. A different person every time, people who are working out of their homes (Mexico) call center cue so nobody knows what the other person is doing, the proverbial blind leading the bling. (Still on hold) I am a retired service manager from the automotive industry. Vroom sources their vehicles from auto auctions and wholesalers. (Still on hold) They shine them up, and push them on the buyer with a extended warranty yo cover the inevitable repairs. 40 years in the business. Please go to a reputable dealership (on hold). I am handicapped and I type with one very shaky thumb. I take a long time to type. And STILL ON HOLD…!

After dealing with Vroom for 0ver 30 days regarding the purchase of my truck, they declined there purchase of the truck. Then 2 days later they sent a text stating that they are interesting in purchasing the truck. This company is a joke, they have no idea what they are doing. If you are smart do not deal with this company. I must have called them 10 to 15 times trying to work the deal they committed to, many times I waited over 30 minutes on the phone, just to have them tell me they are working on it with no follow up.

So Update...

Vroom reaches out by this website, writes a response that we will look into it, and low and behold, no response from anyone. After various calls to agents on the general customer service line, various transfers, about 45 min to an hour on each call, you get to someone that says, oh I will look into it and call you back within 2 days, with an update. Of course, with no surprise, no call or email back.

I then get a random email, from a customer experience specialist, and after a reply, still nothing. No email back, zero response. The best part is after one of my last calls, I was told on the phone that he spoke to another department, and they told him that they were working on it, however that department does not talk to customers. So even after realizing that there are issues, there is no expedite to the process. You get stuck in limbo, and they will get to you, when they get to you. That makes me think that everyone is in the same process, missing their money, or missing their cars. Do your homework on looking for reviews before dealing with Vroom, either buying or selling. It seems like it always goes flawless, until they have your money, and/or vehicle.

If I could give them -15 stars I would. Six months later and I'm still dealing with them. From delays on delivery and pick up of the trade in car to vroom still not giving my bank the money for the trade in car. So now the bank thinks I owe 4 months of payments because of vroom. Have to get a lawyer involved. They suck. They're scam artists. Please don't use them.

Enough said, Only 12,000 under blue book view the images
But I will keep talking because they're 100 characters required makes no sense to me but the site buying cars is a scam

I had to click one star to post. This company has no customer service, They will not connect you with a manager who can help you.
They stole my car and i will fight them tooth and nail.

I was skeptical at first because they don't tell you, but the whole process takes 2 weeks from the day you put down your deposit til you actually get your car. So I put down my $500,4 days later my truck pops up for sale again. I call and (you always speak to someone foreign who's working from home) the lady says my deposit is only good for one day. I say "Bulls***! There's no way!". She puts me on hold then I speak to someone else who says no, everything is good and my truck is on hold for me. A few days later, they send me everything to docu-sign. I sign, then wait. 3 days go by and I call my loan officer. She's received NOTHING FROM THEM. So they say "oh she needs to wire us or send us a cashiers check". I said no, my bank doesn't just send money without verification of a title. They're not going to just send money somewhere. So my loan officer finally gets their email of where to send the drafting letter. A week goes by, we are now at 2 weeks. I call Vroom and they say they haven't received anything from my bank. My loan officer sends me a copy of where she sent it. So I resend it to the email provided. Then get a notification that the email is no longer being monitored, WTH?!?! I've sat for a week waiting for nothing? So the lady gives me her email and I send it there. And she gets it. So I ask, now how long are we talking? She says "2-3 business days for your loan officer to get the letter, then she overnights us a cashiers check, then from there it's 3-5 business days. Wow. I said nope, I'm done! We are at the 2 week mark and I've already rented a car now for 2 weeks thinking I'd have my truck by then, now I'm looking at another 5-7 business days on top of the weekend. This company simply doesn't not have their s**** together! Constantly put on holds, confusion and never getting a straight answer from them, and you never speak to the same person twice. Do yourself a favor and buy from a dealership, this company has an "F" rating from the BBB (look it up) for a reason! Finally, I guarantee you, all the positive reviews are fabricated or paid for from the company. This company is a complete JOKE. Run! Trust me

For 3 weeks Vroom claimed that they were reviewing the contract I made with them to sell my truck. 3 weeks Later I called, again, and was told that they can't do business in my state…! Vroom is a fly by night operation at best, and may be out of business before you get your vehicle either sold or bought. Deal with the people in your area, and have recourse when things go wrong. There's no telling where Vroom even Is. I talked with what sounded like an Indian man the first time they gave me the go-around, so you're taking chances with a whole lot of cash dealing with them, wherever they are..

My 20,000 dollar SUV was delivered with bald tires, metal to metal brakes, black and warped rotators, etc. I paid for a full safety inspection and forwarded the results to vroom. No response, follow up or repairs. Now I'm posting online to get their attention. They respond to my posts to look good publicly and still no follow up on my claim 6 days later. Deceptive and fraudulent business…stay away!

What all do I not have to say about VROOM and their piss poor staff they call finance analysts. The salesman was ok, but Jamie and Jeremy (finance analyst) are clearly a joke. Jeremy sound stupid on the phone and Jaime flat out lied about calling me and dodges phones calls. Lack of communication, lied about return phone calls, and the list goes on and on. I was trying to purchase a Honda Accord, and for whatever reason they can't seem to do simple tasks such as read a bank statement to confirm my deposits or income. One didn't know what the other was doing, I felt like I was dealing with Mutt & Jeff; literally! They wanted $6300 down and supposedly they lender lowered it to $3500 but they wanted more documentation, once that was provided, conveniently the car was sold to someone else. Then I tried for another vehicle still within the timeframe of the "alleged approval" (30days), only to be asked to put down $6650, the devil is a lie. These people don't know A from A$$-hole. I told the sales guy to cancel the deal, I will never put that kind of money down on a vehicle 3 yrs old nor brand new. They're all scammers and I simply ain't the fool they thought I as was. I'd never do business with idiots who can't stand on their word, My money is good elsewhere. I'm so glad they showed me who and how the operate up front, or this would have been a huge mistake as they're full of BS. Money goes back in the bank!

Customer service terrible.
Bait and Switch sales tactics.
Never call back.
Check The BBB.
Do not buy!
Also keep in mind they were Rocket Auto who got shut down and purchased Vroom.
Published numbers to corporate don't work.

I am now in my eleventh day of waiting for payment from Vroom, my truck was picked on on a Sunday June the 13th and today is Wednesday June 23 and still nothing from Vroom we have contacted them on 4 separate occasions to no avail they only say they are processing and we should receive confirmation in a couple days I am now considering filing charges against them for stealing my truck, this is not a good company that you can rely on

I purchased a 2018 Lexus RX 350 L (22K mi.) after researching hundreds of similar cars on similar sites. Upon receiving vehicle and driving it for a hundred miles, I took it to Lexus to have it inspected. They found rust in the under carriage and all four brake pads were rusted. They said it was likely underwater. So much for the 150 point inspection. I initiated the "no-hassle" return policy on day 6. Now I am on Day 21 and nobody from Vroom will call me back. I have called, submitted cases, and spoken with agents who cannot do anything. I submitted a BBB claim. Every time I call I have to wait at least 20 min. The return is still unscheduled and I have not received a refund or my trade-in title back.