VroomReviews 533

I've left messages, unsuccessfully called customer service, and written reviews. I can NOT get in touch with a live person to help me sort this out. I will say, Vroom did respond back on one of my complaints, however, they did not provide me with any resolution or contact information. Just a BS offer of "We want to fix this".

I tried customer service again, their response was to tell me how busy they are. I bet, I'm probably only 1 of many people that they have put in a financial bind by doing this.

Anybody have any suggestions on how to get somebody on the phone that could actually help?

They tried to slip in a $5K finance charge and prepayment penalty on the 2.65% interest rate preapproved loan from my bank. They still had the 2.65% from my bank but try to finance you themselves and catch people who aren't looking.

We are 5 months into the process and are still having issues and can't get answers or anyone to call us back. We have contacted an attorney to hopefully get us somewhere. Noone knows what they are doing and everything is a lie. Took almost a month to get our vehicle delivered and that was after several broken promises and multiple contract screw ups. Thought once we had the vehicle our issues would be over but that was just the beginning. Never ever use this company to purchase a vehicle!

Vroom took my kids money ******* dollars and no car and no refund 60 days now talking to a lawyer now the kid is paying for the car loan and no car hours and hours on the phone and our bank is not helping worst idea ever, hopefully more people read this and think twice...

I am currently in the middle of a car purchase through VROOM. I started the process more than a week ago, sent in a cashier's check for for than half the value of the vehicle, and secured financing for the remainder. At EVERY single step, VROOM says that it will be an additional 5 days before the process moves along. I am replacing a vehicle that was totaled, and my rental has run out. In other words, time is of the essence. This was my first attempt at purchasing a vehicle online, and I will never do so again.

This is the worst customer service I have ever experienced, and when the vehicle finally arrived it was damaged and had no tags. I'm 2 months in to trying to purchase a vehicle. They ask for full payment, signed contracts, and picked up my trade in right away; and then just disappeared leaving me stuck with no vehicle for a month. After countless hours on hold and talking with dozens of different reps, my vehicle was finally delivered one day with no advance notice. I just got a call out of the blue from a delivery driver saying he was in my town, so I had to drop everything and meet him. The vehicle came with no tags or registration, so it was illegal to drive. They said it would take 4-6 weeks to get me a title. It also had a flat tire and severely damaged brakes that made it unsafe to drive. I fixed the flat and eventually got temporary tags, but it needs $1500 in new brakes before it is drivable. I asked Vroom to pay for the repair or give me a refund and take away the vehicle. They've just ignored me. This has been by far the worst experience I've ever had with any company. I'm shocked that they are still in business. Do not deal with this company.

Absolute disaster from start to finish. No one communicates between departments and if what you are asking is outside of their jurisdiction, they transfer you to someone who has no idea the context of the account. I have had issues with the contracting and delivery team from the start, as no one has given me the same answer twice. I was told that the documentation was received and that my car would be delivered this week... but miraculously the paperwork isn't there. Or is it? I'm not sure, because I have been given different answers every time I call. Please save yourself all of this trouble and just buy local.

I spent two hours on the phone with a Vroom representative and provided all needed documents to both buy and sell a vehicle. Once I was pre-approved, they added $1,000 of undisclosed additional expenses on top of the sale price. The final straw was that they did not mark the car as pending and someone else purchased it that evening. Do not waste your time with this company! They seems with it on the phone and are a hot mess when it's time to deliver.

Vroom is absolute trash. DO NOT use them. I signed the contract and wired my down payment to them 2 weeks ago and I'm still waiting for them to mail some documents to me to sign for my trade in. Every time I call them, I get the weakest response as to why it hasn't been mailed yet. The first time, I was told it was because they "didn't realize" that they had to send them. The second time, I was told "they forgot". The third time, I was told it was because they "sent them to the wrong person". So now (apparently) some unknown person has my personal information, and I still don't have my documents. They are very friendly when they are trying to sell you a car, but once they get the signed contract and down payment, they literally do not care at all about you anymore. I really can't tell if it's incompetence or laziness, but either way, they are TERRIBLE and no car is worth this hassle. Every time I call customer support, I'm transferred around to different people, put on hold forever, or hung up on. They refuse to elevate it to upper management. I spoke with someone named Lacretia in Contract Escalation, and she wouldn't give me her contact info to call her back to confirm they sent the contracts. I called them back and asked to speak with her and they said they couldn't transfer me to "a certain person" which is complete Bull. They just don't want to deal with it. I don't understand how a company can be this terrible and still stay afloat. I messaged their VP of purchasing on linkd in and also submitted a complaint to BBB but I'm very close to getting an attorney involved, getting my down payment back, and going somewhere else.

Absolutely the worst service I've ever had AND very much illegal. I need a call back today. I made this purchase last week of February and still haven't resolved my issues.

1. Delivery was scheduled but came a day late. I was never contacted that it would be a day late. I spent the day waiting around for it, and had 0 COMMUNICATIONS. I had to call half a dozen times and all I got was "sorry I can't contact the carrier"
2. The roof on the Tesla came shattered. A luxury car. DAMAGED.
2. The Tesla did not come with a charger. I emailed. Nothing happened.
3. I had to drive to a supercharger that is 45 min away to charge, for 2WEEKS. Spent $80 on supercharging and not to mention the 1.5 hour round trip every time I needed a charge.
4. You guys took a week to send out the charger.(And this only happened after bering on the phone for HOURS. I had to call in multiple times to get this done) and sent out the wrong one.
5. I had to call in multiple times AGAIN to get the correct charger and that took another week to send out.
6. I had to take the car to get serviced and repaired pay out of pocket.$2.1k+ from my own pocket AND I've been contacting you for reimbursement and NOTHING has gotten done.
7. You picked up my Honda Civic 3 WEEKS AGO. Honda keeps calling for late payment and fees. This is going to Ding our credit and we will take legal action for it.
8. I HAVE SPENT HOURS ON HOLD AND ON THE PHONE WITH 0 RESOLUTIONS.

You cannot hold my car for 3 weeks with no payment. You delivered the car not in the condition you agreed to. Your lack of action is going to ding our credit and I'm ready to take legal action.

We were told by the salesman that the car would be delivered in one to two weeks after processing of forms. The forms were handled in 30 minutes by phone, and we were told they were complete. This all sounded great. It took over two weeks for these idiots to process the forms according to them. No phone contact was made in over two weeks while we thought the car was on its way. Several desperate phone calls were made wondering what was going on, with no resolution. Finally the car came, the car was in pretty good shape, five weeks alter. We had three weeks of additional rental costs to contend with. These folks simply do not care that they hold you up.

Undoubtedly the worst experience we've ever had in purchasing ANYTHING. After multiple delays, received the car on which we put down a $5,000 deposit. The vehicle had multiple damaged areas that were not disclosed at the time we agreed to the "trial" period. Additionally, it arrived WITHOUT any temporary tags. We immediately began the buy back process, as Vroom's response to the damages was unsatisfactory. As soon as we started that process, everyone at the company completely forgot how to use a phone or email. It is now a month later, and the car (still without tags) has been sitting in front of our house since the initial drop off. Repeated calls (where we sit on hold for hours and then are disconnected), attempts to reach out via email and social media, and even through rating sites such as this result in either no contact, or a brief "we've sent this to our expedited team!" and then... crickets. Meanwhile, the payment on the loan on a car we don't want, didn't agree to buy, and cannot drive because IT STILL DOES NOT HAVE TAGS, is due. In an effort not to completely ruin our credit, we've made the payment. So now Vroom has our $5000 deposit, and we are making a payment on the vehicle they should have picked up a month ago. Frustrated and stressed doesn't begin to describe how we're feeling. Not to mention the hours my husband and I have both spent trying to deal with this. At this point, I don't think we have any choice but to seek legal recourse.

If i could give negative stars i would. I am in the process of purchasing a 2018 bmw X1 from vroom. I made a payment of $500 to hold the car. I then received my contract in the mail and sent the $7500 bank check as a down payment on the car with the contract through the fedex package they sent. I called three days later to make sure they had received everything, thank goodness i received the okay and confirmation that my payment and contract was on my account and the car would be sent right away. 3 weeks later i get an email saying they did not receive payment. Today is the 4th day of fighting with incompetent people at vroom. I have been getting the run around non stop with people trying to find my check, i would have no problem cancelling the check as long as vroom paid the fee for that and also the wire i would have to send... unfortunately they do not want me to cancel the check because they will not pay any of the fees. So now almost 4 weeks later still no car and $7500 held up somewhere no one knows.
This place is the worst business i have ever had to deal with and in my honest opinion no one should ever purchase from here. Please take my advice, this is not okay.

The best thing about my whole experience was my delivery driver "Chris". He made the whole experience well worth it! Educated me on my new ride with so much knowledge. My paperwork and trade in was hassle free. Everything was a great experience overall. A huge thank you to the customer service rep and my delivery drivers, Mrs. LA Reed and Chris Cary... Thanks!

Like everyone says. The customer service is horrible. They literally don't care. A bunch of people picking up phones that know nothing about cars. They are fast to take your money but will not call you, nor care once they hang up. I ended up telling them to go pound dirt. Next day went to a local dealership and bought my Tesla model 3 within 1 hour. I spent an entire day prior with vroom going back and forth, being passed to multiple people. They are far from a online car company. Their website is turds and is designed for them to call you only. You cannot complete your transaction online. They call you and do everything over phone. They can't even email you docs. They want to next day air docs to you. Their entire process is frustrating.

Please, just do yourself a favor and do not believe their tactics. Go to a reputable dealership and be done with it. This company should be shut down.

UPDATE: The worst car buying experience ever from 3/29

-I now told Vroom I want to return the car. They told me someone would call me back soon from the refund team. A week now goes by and NO PHONE CALL.
-I call again today and get a manager. That manager transfers me to a senior manager (but not before holding for 15+ minutes SHOCKER)
-Senior manager transfers me to the refund team and TO NO SURPIRSE I'm on hold for 15+ minutes just to be forced to leave a voicemail! This vehicle has now been sitting in my driveway and taking up space not allowing my family and I to park our cars where we want to (me having to actually park in someone else's driveway) and they literally DON'T CARE! I don't even want to leave a 1 star review at this point there needs to be a 0 star option!

2016 Honda Civic

Now 5 calls. Informed at 9pm that the carrier would be delivering tomorrow.
$700 for failed delivery and my daughter's birthday present missing.
Ridiculous. Can't tell the location of the vehicle. Couldn't reach the driver x 5 times.

Bait and switch! Switched VIN's after getting down payment. Nobody available to talk to after they get your money.

I give them my information on my 2013 Chevrolet Captiva Sport and they offered me $100.00 on my vehicle that Kelly Blue Book rated as being worth $7,704.00.
Don't waste your time!

The good news is the car arrived. The bad news... where to begin. This is not a fabrication of my experience, but the honest play by play. The process of working with VROOM is awful and they should be embarrassed. There is no transparent way to follow the steps in order to receive your vehicle. You'd think they'd have a tracker or even a dedicated representative give you updates on your vehicle, but rather you're thrown into a pool of other hopeful customers trying to receive any communication where their car is. The car wasn't delivered for about 6 weeks (and this is generous). And when it arrived, it needed new parts. If you're a person who, when you call a company enjoys ‘please hold' to classical music, than VROOM is for you!