VroomReviews 533

What started on Jan 2nd is in limbo? The only follow up i get is when I call in. My error not sending the title with original docs. However once Sommer Jordan emailed me I fed ex'd the same day, signed for/delivered last Wed. I call Friday, a gentleman empathized saying he didn't know why its taking so long. When asked how to expedite, I'm informed I cannot. I posted direct messages to their social media platforms and nothing. I would expect more from a 30k purchase. They simply don't care

I purchased a 2012 Nissan 370Z unique car with low miles 48k. The convertible top works perfect and car as advertised. I got a great rate thru their finance partner Ally Financial. Car delivered at home. A few light came on when I received the car. They paid for diagnostic and replaced battery which was still working but it was recommended to change. Also paid for brake fluid change. Car runs great and it was the best priced in the market with lower miles. I will use them for my future purchases.

I placed a $500 hold on a car on vroom, and when trying to move forward with the purchase, I just hit a brick wall. Called customer service for hours to try and get an update. No one knew left from right. No one knew the status of the vehicle or the next steps.

I spent another hour trying unsuccessfully to cancel. Eventually i just went to amex and disputed the charge. I regret every minute I spent interacting with vroom. Just stunning levels of incompetence.

Purchased a car with Vroom because I wanted a specific model and they had it. The delivery of my car repetitively got delayed, it is now estimated to arrive a week past the original delivery date and I'm not holding my breath that it will actually be here. Customer support has not answered a single email I have sent them. I am extremely frustrated with this process and this company. In addition they insist they "have to" register your car for you so I can't choose my own plates. A small thing but again, annoying and disappointing. I will NEVER use Vroom again and do not recommend them to anyone.

Tried to sell my car to them. Got a quote, submitted the required information. Crickets. Called customer service who said to wait, it was in process. Crickets. Called again, was transferred to Nick in sales who looked up info, "fixed it" and said I would be contacted right away. Crickets. If I had to guess, I'd say they decided they weren't going to honor the quote and b, ew me off. I passed on a trade in with a dealer because I thought they were legit. Thanks for wasting my time and costing me money Vroom.

Searched for cars online and came across vroom. Obtained a pre-approval from a lender that the Vroom website states they work with. This required a hard inquiry on my credit. Then contacted the Vroom, spoke to a salesman, and sent in all my paperwork (copy of license, trade in registration, $500 deposit, etc. that same day. Seems like everything would be easy. NOPE. I was told that my paperwork would go to contracts and that they would contact me the next day to sign the docs through e-signature and the car would be delivered within 7-14 days. This is during Covid so I can live with my existing for that long. Well, I received several separate phone calls on various days from the sales rep that said I'd get the paperwork that day or the next day. Never happened. Long story short, they finally looked at my paperwork a week later and said that they needed additional paperwork. At this point I was pissed because I could've gathered this paperwork during the last week of time I'd been waiting. Sent in the additional paperwork and then next day I get a notification from my credit monitoring that I had a hard another hard inquiry on my credit. Guess who it is? You're right, Vroom. Called the sales rep and asked about this. He had no clue and said he'd speak to his manager and give me a call back. Never heard from him. I had to call him back the next day to find out the details. This company is terrible from my experience, customer service is terrible, sales rep I worked with knew nothing and just lied about things that he didn't know about. At this point I gave up and purchased from a dealer about an hour from my house. We did all the paperwork over the phone. They drove the car out to me the next day, dropped it off, and drove my old car back to the dealer. This was my expectation with Vroom. I tried to contact Vroom customer service to log a formal complaint and what do you know. There is no email address, only a phone number. The sales rep gave me the email address for someone that was supposedly a supervisor but since he'd lied about everything up to this point. I was not going to waste my time sending an email. The funny thing is that they state at the beginning of every call that the call is being recorded but based on my experience I'd assume they are never monitored or reviewed for quality assurance. Stay Away! Terrible company!

After reading all the negative reviews here, I almost didnt go ahead with my purchase. Im glad i did. Heres what happened. I was able to filter thru all the cars they had till i found what i wanted for the price i wanted. I was contacted by a sales associate. We discussed the vehicle and i decided i wanted it. No Pressure, i mean if there was all i would have to do is hang up. They offered financing, but i paid cash They emailed my contract, I E-signed it back to them and wired them the money. In a week my car showed up at my location. I was given 7 days or 250 miles to decide if i wanted to keep it. I had it looked over by my mechanic, all was good. They gave me a 2 month temporary license plate. My paper work came in about a month. All done. No greasy salesman out trying to make himself some extra cash trying to sell me stuff i dont want. And I never had to leave my house. A totally good experience I will probably do again someday. The only word of caution is that I didnt know car companies are now selling their cars without spare tires, just a fix flat kit. That was a lesson learned for the next time.

Complaint to Vroom:
See the below picture of the 2018 Acura MDX 5J8YD4H57JL*******
I contacted you immediately after it was delivered yesterday to return this vehicle due to the following reasons:
All tires bad below 4/32 and balding on the side of tires due to either low tire pressure or bad alignment.
All wheels curb scuffed.
The Vehicle arrived dirty both inside and out with stains on seats, headliner, etc.
Dog hairs present on carpet and seats.
Dog bites and or toenails indentations on top of doors where dogs would hang out.
Check engine light on.
Low tire pressure and or sensor warning on.
Scratches on several locations of the vehicle.
Dent in the back quarter panel behind the rear right side wheel.
Loren, my salesperson told me he read the notes and this vehicle comes with a spare key which it did not, only one key fob delivered. Key fob cost 500.00 to replace.
The Vehicle has a continuous amount of smoke from exhaust while running.
This vehicle came from Manheim Auction, 145 Auction Lane, Stateville, NC. I called and talked to a lady there and she told me it was delivered from another auction house and all they did was change the oil and basic wash to take pictures.
My wife and I are so disappointed in Vroom. I read all the bad reviews but was assured that we would receive a great vehicle with no issues. We were misled and this wasted our time and money to purchase and trade ours in.
We are hereby requesting the money wired back to our bank that we took out a loan immediately!
A stop and desist be placed on our trade, 2017 Mazda CX5 since it has not been picked up yet.
I want all delivery fees and down payment returned to me ASAP since the vehicle was misrepresented.
I am requesting an additional 250.00 from Vroom for wasting our time, traveling back and forth to the bank, Fedex, Bank Wire Fees, etc. This is a fair request since Vroom was not honest with us and not in good faith.
Update:
We were finally reimbursed a week after vehicle was picked up minus my 250.00 request for wasted time. Vroom has been revoked from the BBB so beware this company continues to fail, stocks are decreasing because of poor service and faulty vehicles.

My purchase experience with Vroom went well. Everything as promised. Easy procedure. However, when purchasing my car tag, I noticed that the amount of the license and registration fees charged on my contract was about $200 more than the actual amount of the license and registration charged by the tax collector's office. I have contacted Vroom on 3 or 4 ( I lost count) separate occasions concerning this matter, but am always told that someone in license and registration will contact me. I was told that they contract out the license and registration process to another company and must check with them concerning the matter. But, I am tired of waiting for a resolution

All I can say is DO NOT give them the benefit of the doubt. I ignored all the bad reviews and remained hopeful that I would be one of the few positive people but NO. Like everyone said, customer service absolutely sucks. Once they have your money you won't have a follow up from your salesman. In fact the extension to my guys number was DISCONTINUED. If you want any questions answered feel free to ask me. I will respond ASAP just to save you from making a mistake I had done.

DO NOT BUY FROM VROOM.
On 30 August 2019 I purchased a 2014 Mercedes GL450 from Vroom for $29,070 at 56,935 miles.

It was delivered 16 September 2019.

February 2020 the car overheated, while driving on the highway with my family in the car. It was a terrifying event. I had to get the car towed to a service center.

February 2020: The service center uncovered the coolant reservoir had a significant leak (Cost$902) and rear brakes and rotors were severely worn and they needed to be replaced ($452).

May 2020: I went to get a regular scheduled service, and additionally they discovered the car needed transmission service ($709), new spark plugs ($388) and suggested new tires.

August 2020: I went to get the car looked at again because I continually experienced knocking sounds when going over bumps. They discovered the front suspension had been deteriorating for a significant amount of time due to the sway bar shifting and the left control arm bushings were torn and damaged ($2,000). As well as the rear window washer line leaking in multiple spots ($287).

I still need to get new tires which is an average cost of $1100.

I do not believe the number of repairs and $4,738 in cost is normal for a car for only 14 months of total ownership and about 19,000 miles. When I get the tired replaced it will be roughly $5900.

I do believe that vroom sold me a car that did not undergo a thorough evaluation or inspection. The front passenger side vent is broken and does not move, rear passenger side outdoor handle sticks and is hard to open. Through my experience, vroom did not do a proper quality control review or check on this vehicle, and essentially sold me a damage/defective vehicle which put my family in danger. I find these business practices to be unethical, unlawful and hold vroom liable for these charges.
DO NOT BUY FROM VROOM!

I have given Vroom weeks to make things right, so now I feel the only way to get their attention is to go public with the experience I'm having and hope someone reaches out. It seems after you make the purchase of your vehicle all communication from Vroom stops. You still receive automated emails, if you try to respond to them or call someone you will get nothing back. I was promised my spare key after I kept the car after the 7 day test drive. (They keep one in case you return the car and forget the key, makes sense) Been calling and email about it with no response. Delivery was supposed to go smooth, then they ruined my Sunday after they confirmed delivery on Saturday with a call and email to only a call at 9pm Saturday night telling me the car will be there Sunday morning. Of course it showed up Sunday afternoon after waiting around all morning for it. It was filthy, covered in dust/dirt/small stones. Thought washing it would scratch it, but couldn't blow it off either for the same reason. Spent an hour or two carefully cleaning the exterior of the car before I could even test drive it. They gave me two month temp tags which expire this Saturday, 10/31. I've called numerous times requesting information when I would receive my actual plates, of course no response. I am done with Vroom, wish I would have bought a car from a brick and mortar store or Carvana as I hear great things about them. I'll stick to an actual dealership or private owner for my next purchase though. Let time decide if these strictly online dealers last past the pandemic!

We saw the ad and thought it was easy enough. We decided to sell our car on Vroom. We received a quote, provided every single document in every step. The next day we get an email about the title. The email stated that my husband needed a name change document as proof so it matches the title. I emailed and also called to advise that his last name had not changed. If they looked at the title, they would see that they were unable to fit both of our complete names on the title so they marked it with an asterix (*) and put a notation on the title stating just that. After 27 minutes on the phone, I was assured that everything was good. This evening, I logged in my email to find it now they wanted do you know why my husband's full middle name was listed on his drivers license but not listed on the title. I called and spent over 20 minutes on the phone explaining that it's required to have the full middle name on the drivers license but not required for the title. The first customer service representative transferred me to another person. The first one was very polite and helpful; the second was the extreme opposite. He was very combative and would not let me talk. He said that the title and my husband‘s drivers license had to match exactly. I advised that I was not going to be going to the DMV to have a title name change. I ended up getting so frustrated with the guy that I told him that we were not selling them our car. I don't know if these people really have any idea of what they are doing. It is evident that they do not read and they do not want to listen to anything you have to say. I can't imagine what would happen once they took physical custody of our car while we waited for payment. I have a feeling this is actually a blessing!