VroomReviews 533

Fell in love w an Infiniti SUV. They offered me a really good price for my trade in. Put the $500 deposit down. I knew exactly how much I'd be paying out of pocket. For 4 days that number never changed. Then the price jumped almost 4K. Salesman explained bc I "live in FL i need to pay more in taxes." Mind you, my account info has my FL info. Shipping zip code was correct the whole time. What gives? I'm paying cash for the difference. Then he tells me, "I'll have to call you after I speak w my supervisor." No return calls. No return emails. I messaged and told him I'm not moving forward with the sale. I guess I'll see how long it takes for my $500 to find it's way back to me. From what I've read, it's a nightmare. Also the shipping of your car can take weeks. Wtf. Run. Carvana is a million times better. I urge you to read these reviews. They're a horrific and shady company.

My name is Gregory Jones, do not waste your time with Vroom. If I could rate my experience with Vroom using a negative number, it would be -10. Their customer service is the worst I've experience in my entire life. The actual buying process was pretty easy. I was able to talk with the sale representative in a matter of seconds by inputting his extension. However, when I decided I wanted to cancel the purchase, the extension no longer worked. I sent an email to the account we both used, he never contacted me. I decided to contact customer service, but speaking with the right representative to cancel the purchase request did not exist. I attempted to stop the purchase a week before the vehicle was scheduled to be delivered. I could never get a person from the cancellation department, so I contact a purchase agent. I could talk with a purchase agent in a matter of minutes. I've been trying to contact the cancellation department for over 2 weeks. The phone number for the cancellation department is transferred to a voice mail where I left several messages with no return call. I've wasted several hours on hold listening to the most horrible piano music a normal person can tolerate. I've never got to speak to a person from the cancellation department. I call the purchasing department and spoke with a rep in a couple of minutes and I explained my situation. I was told my request would be put into the system and someone would contact me within 24-72 hours. Many days later no one has contacted me. In the meanwhile, I received a call from a delivery services regarding the vehicle I cancelled being delivered the next day. It took a few minutes to explain I had cancelled the purchase. I also received a letter in the mail from a finance company stating the loan on my recent purchase was approved and my first payment was due. I attempted to call to speak with a supervisor, manager of someone in charge but was told they don't speak to customers. Last week I checked my Vroom account and it show a purchase pending however, the Vroom website shows that same vehicle is for sale. I checked my account again this morning and it still show a purchase pending. If you value your time as much as I do, don't waste your time with Vroom. Again, the service is worse than horrible.

I purchased a car with them the worst business in U.S.A. they sale broken car to me, I return the car I still waiting for my refund no supervisor every time I called them waiting in the phone until 1.5 hr. I frustrated with this horrible business I just need my money I payed $21,634. I'm going to get legal assist this week, because is too much be waiting. DONT PURCHASE WITH THEM.

The Vroom website where vehicle information has only a 1-855 number to call. No TTY number for hard of hearing people like me. No email address.

So after Vroom contacted me for copies of my paperwork, I submitted such. I had no choice except to call that 1-855 number. I explained repeatedly to the Vroom rep that I am hard of hearing and requested that the rep SPEAK UP. The rep was either too ignorant or simply did not want to comply with my request. I had to hand the phone over to my wife to continue the call.

From my experience, I suggest that hearing disabled persons do business elsewhere until Vroom gets their act together.

I ended up selling my used 2009 car to a local dealer who paid me more than Vroom offered.

It took 2 weeks to get my deposit back they & they lost my $8,500.00 down payment never again!

I purchased a GMC on line on 11/11/2020. Received the vehicle within 2 weeks of paying my 699 delivery fee. My temp tag was good until 1/25/2021. When tag was ready to expire I contacted Vroom only to be told its all good, um ok. In Feb/21 I had to resign all my papers, I DID NOT get another temp tag. It is 6/16/21 and when I contacted my DMV, no paperwork has been filed on my vehicle. I have been paying on a vehicle that I CANNOT legally drive. I have contacted and spoken to so many people at Vroom and all it get is the patomic shuffle. I would never recommend VROOM to anyone. They will switch you on the phone, tell you to call back but you will not get service.

I purchased a vehicle from Vroom and sold my vehicle to Vroom at the same time and they owed me money for my trade in. The new (used) car arrived with a dent that was not described in the listing. The big issue is I am still waiting for my payment after 2 weeks. They promised 3 days. I have called over 12 times and waiting on hold countless hours an not one person knows what is going on. The worst car buying experience one could ever imagine. Meanwhile they are holding my $12k with no plans on sending me a check. The customer service personnel are all useless and no one can give any information when you ask for it. Just horrible. I would avoid at all costs

This was my first experience ever purchasing my car online, and with the awful experience I've had with Vroom, it will most certainly be my last. You can never get in touch with the right department, and once you do get someone on the phone they tell you the issue you need help with is in another department and then they just transfer you. When your salesperson gets the sale from you, you never hear from him again and is certainly never available to answer when you need help like he said he would. I purchased my car, and decided it was not for me. I did before the 7 day window and 250 mile restriction. I wanted to do what I thought would be a simple swap yet NO ONE has contacted me or gotten back to me. It's now been over a week and even though I call every single day to try and get somewhere, every person tells me that someone will get back to me, ir that's a different department let me transfer you and then I have to leave a voicemail. You cannot get anywhere with this company. It's absolute chaos, disorganization, and zero respect of their customer's time. I've had to rent a car because I cannot drive the car I purchased from them in waiting for someone to contact me to schedule to pick it up. It's all absurd and I HIGHLY SUGGEST BUYING YOUR CAR FROM LITERALLY ANYWHERE ELSE!

If I could give -0 starts, that would be my rating. I have never had such a terrible experience buying a vehicle. I put down the $ 500 to reserve the car, I signed the contracts and never heard back from them. Every time I called to find out the status of my car purchase, I received different information and false promises. I asked to speak to a manager or director multiple times and they never transferred or returned my call. Vroom makes online shopping seem efforless when in fact the opposite is true. Really disappointed with their staff and their operations, and annoyed with myself for not delving into their reviews before deciding to do business with them. Hope this review helps those planning to buy a vehicle from Vroom to avoid the struggle I went through.

If you want a great online experience definitely do not use vroom, go to carvana simple easy and great customer service I have been trying to get my issues with vroom resolved for 3 weeks now and all they do is transfer and transfer and no one calls you back the car was not as described on sight had issues tried to get them fixed no reply then tried to swap for a new vehicle no reply so then tried to return so can buy elsewhere still waiting for replies or call backs still have vehicle with 2 key fobs that door work and the gas tank door doesn't always open and no sunroof as described and shown in pic awful!

A Jeep I wanted was advertised as "available soon at $*******" for 6 weeks. Once available the price jumped to $*******. It had low miles and we liked it so I stupidly went ahead and put a deposit down. That was on May 28th and agreed to trade my current car plus finance the $1700 difference through Vroom.

I received the Fed ex paperwork the following week. It had the wrong city listed on the title and registration paperwork. It was also checked "not for pleasure". So I called and after 3 people and 50 minutes later, was told not to send anything in and to wait for a corrected packet. Two days later I called again asking where the Fed ex packet was. The lady told me it was still being updated but would mail out that night. It was never sent out. I called a few more times and was told it was still being updated. I sent a few emails and also sent an email to their feedback email they mention on this site. No response.
On June 8th I received a notice that since the $1700 I was financing was lower than their minimum, I could not go through their financing. Geez thanks for telling me after the hard hit on my A+ credit.
Finally on June 10th I called and asked about my updated packet and received the same answer as usual. So I told the rep to just cancel the transaction. I was sick of the run around. He blind transferred me to another rep who had no idea why I was calling. She looked at my account and said it was noted each time I called but no one did anything about it. She apologized and stated she could send it through that day and the updated packet would go out the next day. I said I would give it one more try.
One hour later, I received a notice that my deposit would be returned and the Jeep was re-listed.! Which was the best part of this experience. I'm glad it didn't work out. Who knows what else would have been screwed up after I sent my title in. This company seems to be understaffed and the staff they have does not seem to care about the customer.

Spoke with numerous agents majority of them with bad attitudes even when you are nice. Nobody knows what the xxxx is going on and will just keep passing you to nowhere. Waited for 2.5 hours for a supervisor that was never going to answer because there are none. They lost and found my deposit and then they had a carrier to being me my truck and now there is none. Cassie Durant and Raven are about as awesome as they get. The rest are as worthless as the unanswered calls when trying to talk to a manager or supervisor or in this case the their 2 specialists. I have been told to xxxx off, I have been told I didn't have a truck on hold, I have been told that I am a piece of xxxx, I have been told I was buying a 2 wd 2019 Ram 1500 of which all I did was mark it as interested in it on their app. Just wanted someone that was higher up to talk to about all of this and more because if it is happening to me it is happening to several hundred more people.

Stay away and save yourself time. These guys have one of the worst customer experience. Lack of transparency and communication.

It's been over a month and I still don't have the car. I have been told repeatedly the car is out for shipment only to wait around all day with no delivery. Complaints go unanswered! Filed complaint with BBB and Attorney Generals Office. Also emailed CEO (no response). Vroom doesn't care! DO NOT DO BUSINESS WITH vroom! Worst part - my credit now shows the loan and that I own the car that has not been delivered!
I seriously wonder if vroom is a scam.

I rarely write reviews, but I must warn you~ car lover, or car shopper. The pricing at Vroom is good, I traded a beautiful car for a nice price and bought a 2021 with only 800 miles on it. But that's the easy part.
Everything else sucks. The right hand has no idea what the left is doing.
Delivery problems, that was the easy part, 8 weeks to get title and registration.
Absolutely untrained people that have no understanding of the process.
Go to a dealer, it's worth the extra money, never again.

I read reviews and saw positive as well as negative. Stick to the negative ones. I called about a car I was interest in and spoke with Brandon Perry. He was very pleasant and explained how everything worked. I was told I could put down a $500. Deposit to hold the vehicle and I choose to purchase, the $500. Would be applied to the purchase.
I loved forward with the purchase however, they didn't apply the deposit to the purchase.
Well, that was that. In the past 4 days I called Brandon Perry several times with no return calls. I spent a total of about 3 hours on hold and was basically told ill get the $500. Refund a week after I receive delivery of the vehicle. I paid cash for the car so, why does Vroom need to hold my $500.?
When they tried to process the $500. Deposit, they ran it through their system 6 times in 5 minutes which caused my bank to put up a fraud alert, yet, now they refuse to give my money back. It's true what people say... Once they have your money, they have no interest in speaking with you anymore. By the way, the contract that I signed expires after a day so you end up giving away $25,000 and no paperwork to show for it!
Stay away from these unethical thieves.

This is the WORST car buying experience I have ever had. Your tag, titles and registration customer service department is absolutely awful and needs to be completely restaffed! Not one time during the during the 78 days it took to get my permanent registration and tag transfer was anyone helpful or even polite. Nothing but rude and uninformed unprofessional phone answering seat warmers. Never again and I will most certainly share my experience with everyone. My car delivery was delayed, then the car delivered with no temp tags and then the whole mess of not being allowed to speak to a supervisor when one is clearly needed to get answers... what a crock! Vroom is crap!

We paid cash... 20,000. Once they had our money no contact. We are several months in and temp tags expired, cannot drive car, no response on title, tags, registration. We can't drive or sale car as we have no identification to do so and can't get anyone to contact us to help.

I had never bought a car online, and with the experience that I've gained with Vroom, I will make sure that I never do.

I thought I bought a 2016 Lexus GS200T

The sales process was faster than lighting. They returned calls within minutes. Emails were abundant and informative. The sale was closed within an hour.

The post-sale communication was probably second to none. I got so many emails and calls about the purchase, what was going to happen next and what to expect, information about the tags and so on and so forth. Everything was impressive.

The problem begins with the delivery of the product.

They promised my car to be delivered on Sunday, May 16. Sometime around 10am I got a call from the customer service lady, detailing the process, what was going to happen, what I needed to do, etc. etc. Then, I waited and waited and waited. Around 5pm another lady called asking me if my car had arrived and was everything was OK. I told her that there was no car; she said she would make a call or 2 and call me back. She never called back.

Monday came, I got more emails and more calls. Still no car.

Tuesday came, I got more emails and more calls, but still no car and no one could tell me what the problem was. Seems that no one knew, and certainly there was no communication within them.

Wednesday came, and I finally called the store in Stafford TX and spoke to a manager. He called me back, stating that they would deliver my car before the end of the day. The end of the day came and no calls, no emails and no car.

I finally had enough and called back and cancelled the whole thing. I told them this was a joke, and I refused to be on the laughing end of it.

The process left me emotionally drained, disappointed and upset.

To date, I still have not heard from a manager or someone with authority who could tell me why my car wasn't delivered, when it was promised.