Vroom Review: How It Works, Pros and Cons

I would not even give this dealer a single star, to be honest. To put it in short, the car came late on delivery. Didn’t get any notice (24-hour or anything), so don’t believe that. The car showed up whenever it wanted to be there. When the vehicle arrived, the back windshield was cracked and the brakes and rotors needed to be replaced. Our Tesla had 63 miles on it - not even a full charge. Called Vroom about 100 times as of now, close to finishing up for them to pay for the brakes and rotors along with the back windshield. This has been going on for about a month and two weeks after purchase. Had to fight with the management team to get the rotors and brakes paid for (which was a REAL issue). Thankfully my shop had the patience to work with them after 3 requests. They did nothing to compensate me for this trouble despite not disclosing the car had been in a small fender bender. Wasn’t on Carfax and wasn’t "found" by them. Do not buy from this dealer without anticipating any problems!

Length of Use: Less than 3 months

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

I will make this short and simple. Working with Vroom was stressful and frustrating at every step. We all thought going to a dealership was no fun. I assure you, this is much much worse.

Length of Use: Less than 3 months

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

Vroom was the absolute worst experience I’ve ever had in purchasing a vehicle. I would never give my business to Vroom again. Don’t waste your time. It took 29 days to get my vehicle AFTER completing my contract with them. Employees had no idea of what was needed of me. Spent a total of 15 hours on the phone with them. Yes, I went back and added it all up. They purchased my vehicle as a trade-in and they have YET to pick it up and now the vehicle lien holder has been down my back. Worst experience of my life.

Length of Use: Less than 3 months

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

I have to tell you, I was genuinely shocked by how quick and pleasant this experience was. I did my research and found which car I wanted (2019 Hyundai Tucson) and ordered/made a down payment on October 29. I paid in cash which meant that I would have to handle registering the vehicle with the NY DMV. Not a problem for me. The next day, October 30, we received the contracts regarding transfer of ownership and such. We also submitted payment this day via wire transfer. The contract was fulfilled and the purchase process completed on November 2.

On November 4, I received an email stating the car shipped. Here was my only complaint. After discussing the size of my street with several people at Vroom, it was recommended we use an alternate delivery address, a parking block a few minutes away. On November 9, I was called and asked when I could receive the car and was given a chance to get it the next day, November 10. The delivery driver called us in the day and told us he would be there around 4 pm. We arrived at the lot and waited until about before calling him back. We mentioned that we’re in the parking lot, at which point he said he was on the way to our house, not the lot. We were only a few minutes away so it wasn’t an issue, but I’d recommend confirming with the driver the address they’re going to. For me, it was a minor inconvenience, a non-issue, but this could be an issue for someone else, so as I said, I do recommend to confirm with your driver the delivery address.

The driver arrived at our house at around 4:50 and we took possession of the vehicle. The car was nearly exactly as described, there was one physical defect that wasn’t mentioned in the listing, however, it was so minor that I personally didn’t find it necessary to make a fuss about it. Again, be aware that there may be some defects that you’ll need to look for. I took the car to my mechanic and it was absolutely pristine. They were very impressed with the quality of the vehicle that was delivered, as was I. The car is excellent and I’m super happy with it. The title was sent overnight via FedEx and was received on November 24. My temporary plates expire in January so it gives me plenty of time to have the vehicle registered as well.

I never had an issue with getting in touch with anyone either. My only issue was when calls were transferred, I never ended up getting on with someone so I would just hang up and use the prompts to get to the department I needed and my call was always answered immediately. So, I cannot rate this transaction 5 stars because it wasn’t completely perfect, but I can rate it a solid 4 stars and say if you want to avoid the hassle of a dealership or if you want to have your car delivered, Vroom is an excellent option in purchasing a vehicle.

Length of Use: Less than 3 months

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

I was a bit skeptical to buy a used car online, but all went very smoothly and the car arrived in practically new condition. I got my good quote and financing quickly. I was able to buy an extended warranty too. The car came within a week. The car was super clean but the seats were tan in color and I requested that the back seats be cleaned, so I took it to be detailed and Vroom approved and reimbursed me. Overall a good car buying experience.

Length of Use: Less than 3 months

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

I will admit I was a little skeptical at first about the online buying experience. However, Vroom made everything easy. All the steps to buying a car were laid out. I was so impressed that currently I’m working on buying my teenage son a car. Like their commercial said the future of car buying is here. I’d like to personally thank everyone who worked on my deal. Just perfect! Special thanks to Tabitha Wells for going the extra mile for me.

Length of Use: Less than 3 months

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

Everything has been fine up until the registration process. I received the car the first week of August and it is now November 19th and I still have no registration for my vehicle. And when you ask for an extension on the temp tag they require you to change your insurance to Texas minimum requirements which is a HUGE inconvenience. Also after they send the paperwork to your DMV, they just wipe their hands of the problem. I started with an excellent experience and I'm now left doubting if I'll use Vroom ever again or refer them to anyone.

Length of Use: 3–6 months

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

Love the process. Love the car...until the engine light came on 12 days later. Not covered under warranty. Vroom says the 7 days passed, not their problem. Intake air tube was glued as a cover-up and now I have to pay to get it fixed. The part is on backorder until January so after spending $20000 on a car I can't drive it for 2 months.

Length of Use: Less than 3 months

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

Very good experience until the car was delivered! The car was delivered at 11:30 at night to start. In looking over the car during delivery it was noticed that the car had been sideswiped on the driver's rear side. This was not noted as damage to the vehicle in purchase photos. I called Vroom first thing the next morning and agreed to exchange the car for the same year, make, and model car and thought there would be no issue. All paperwork and money had been done and I received a temp plate to drive until the car swapped out and the only difference in car trading is color and 4000 miles more than the car delivered. Also $100 higher in price (no problem). Was told no problem, just don’t drive over 350 miles on the car.

Now after 5 weeks and 2 weeks into having the car they are saying they want an additional $3750 on top of the $2000 already given in order to exchange the car. I cannot list all the people I have spoken to from Maquala to Jamie, to Edward and many more. Up to 7 in one phone call. I still have the car that was delivered wrecked and they're wanting to charge me $600 for delivery of a wrecked car I don’t want. Who wants to buy a wrecked Mercedes Benz for their wife! I am at a loss with Vroom and warn anyone from purchasing from them. I will be fighting to get my $2000 back now and don’t feel this is going to be very easy. Buy at your own risk because they take no responsibility.

VROOM responded publicly on 11/13/20 2:18 PM.

Hi - we thank you greatly for your detailed and honest feedback - it's crucial for us to hear from valued customers such as yourself. We are very disappointed to hear that your experience with us has not been a seamless one, and we sincerely apologize for the communication challenges you have faced. To that end, we'd like to obtain more details about your particular situation so that we may look into this further and we will be in touch shortly to request your personal contact information.

Thank you,

-The Vroom Team

VROOM responded privately on 11/13/20 2:18 PM.

Hi - again, we apologize for the issues you've had with the vehicle purchased. It's certainly not the experience we want our customers to have, and we'd like to step in to help. Can you please provide the contact information (name, phone number, email) used for this purchase in order for us to look into this? We look forward to hearing from you soon.

Thank you,

- The Vroom Team

I responded privately on 11/13/20 10:53 PM.

For what good it will do as I’ve tried 3 times today a loan to correspond with Jamie who leaves a contact # that he cannot be reached at ! 855-865-1119 I call and call and call till I finally blew up on one of your employees and I do apologize but how much is one supposed to take when you given money to someone and then put off and avoided. I had 2 coworkers that were also very serious about purchasing a car from Vroom and we’re fixing to put money down till car war delivered and they have seen first hand how your costumers are not valued and constantly get run around and lied to along with just left wondering what’s going on day in and day out. 2 weeks now matter fact ! This purchase initially started Oct 16th and is still not complete and a loss for answers. Such a loss I even called the bank to see when my first payment was going to be due and they don’t even have a clue about me having a loan or applying . Yet I’ve had a car for 2 weeks that was delivered and if it wasn’t wrecked most likely wouldn’t have never even heard from us again. I honestly don’t think there is anything Vroom can due at this point as your company has brought my wife to tears and says she just knows we’re fixing to get severely ripped off now and stuck with a wrecked car ! Absolutely the worst transaction I have ever been through and so sick of hearing SORRY ! WERE SORRY ! SORRY FOR YOUR INCONVENIENCE! SORRY CAN YOU HOLD WHILE I TRY TO REACH SOMEONE! More like sorry you bought a car from us and now how can we get away with you taking a wrecked car ! Who wants to buy there wife a wrecked Mercedes!!! Our names are Sean & Bonnie and our #’s are xxx-xxx-xxxx I do have a job and have to work so if I don’t answer it would be nice to have someone reachable to call back. Not sure why private message was sent but it’s all saved and depending on Vroom as to weather this will be posted on Yelp , BBB , Facebook, Twitter Etc. we are really about DONE WITH VROOM !

Employees worked with

Jamie, Edward, Maquila, MANY OTHER!

I warn anyone from using this company, and at this point, I'm out $2000 with still no communication or even someone to call with an extension, just a name of Jamie that no one knows how to reach.

Length of Use: Less than 3 months

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

Upon initiating a purchase I got phone calls from 3 separate sales reps (after stating that email was my preferred method of communication). Vroom contracts out delivery, so I'm sure it's luck of the draw, but my delivery person called me 3 days before delivery date at nearly 7 pm on a Sunday and told me he was an hour away and wanted to drop off the car. No 24 hours notice. Fine, I suppose?

Next, I decided I wanted to upgrade the trim, so I called them back and initiated a return/exchange for a more expensive model. That was it. Customer service over. I've called for days and days and every single time I'm put on hold for 15-30 minutes. No one can ever help me and has to transfer me. Meanwhile, the previous car sits in my driveway. It has now been a week and a half with zero follow up. I absolutely will not be using this service again, nor recommending it to anyone.

Length of Use: Less than 3 months

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

I don't recommend Vroom, a real dealership with real customer service would be better. They are horrible, I get better service ordering a pizza. They said that the car would get detailed before delivery, when I picked it up there were ashes on the dashboard and the car smelled like cigarettes.

Length of Use: Less than 3 months

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