Vroom Review: How It Works, Pros and Cons

Buying a new car for my wife was sooo easy with Vroom. The people who assisted us along the way (mainly Richard Marintette, but others as well) were amazing in walking us through the process and helping us to make sure everything was in order, while being genuine, kind, and professional.

Thank you Vroom! My wife is VERY happy!

Length of Use: Less than 3 months

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

The vehicle I purchased had no mechanical problems but it was grossly misrepresented. Seat colors were grey, not black. The car was never cleaned and had multiple scratches and scuffs that were not noted online. I called in and simply asked them to cover the costs to clean the car and get the scuffs and scratches out. They fought me very hard for $375, saying they would send me touch-up paint to fix it myself instead. It wasn’t until I told them to pick their car back up that they finally agreed.

No one ever contacted me. I made every call, from following up after paying my deposit to trying to find out when my vehicle would be delivered. I was told to expect my vehicle on a certain date (2 days after the email promised). Imagine my dismay when I called just to follow up and was told that my vehicle was out for delivery that day (a week and a half before). To make matters worse, the driver was unreachable so no one had any idea if it was a mistake or technical error. The driver called me when he was 20 minutes away and I had to scurry to get everything together.

I really wish that I had a better experience because I have followed this company for years and had such high hopes.

Length of Use: Less than 3 months

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

Each Vroom representative with whom I interacted was knowledgeable and friendly. They made the acquisition and financing process smooth and efficient. I enjoyed the convenience of transacting online and over the phone rather than in person. Vroom has great prices. I would definitely purchase another car from Vroom in the future.

Length of Use: Less than 3 months

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

The most incompetently trained people, zero communication structure, no structure in place when being passed from department to department. It took well over a month to get my car. I even went through their finance department to make it easier. Nope. I had my deposit refunded, and had I not called, the car I was already financed for would have been sold a second time. Disaster.

Length of Use: Less than 3 months

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

I wasn't expecting it to be so easy. I entered my vehicle info and got a good and fair market value offer to buy within minutes. I was so excited.

I was mulling it over, figuring how I was going to go forward and the next day their offer increased by $500. Vroom reps explained step by step. In my case, payoff was slightly more than the offer. As soon as they received my cashier's check for the difference, I got a FedEx copy of the title with clear instructions all the way through pickup. A few days later my bank released the note.

I think this is a much better deal than trading your car to a dealer for wholesale. After buying from regular automobile dealers for 30 years, I always felt they took advantage by selling me (others) new cars at up to 125% of the market without blinking an eye when the customer has an upside-down trade. This is a vicious cycle with new car interest/depreciation.

Vroom helps some get out of those sticky situations to become better off financially by selling cars outright if that's an option for them. I never sold anything more than a candy bar and now I can say I easily sold a car.

Length of Use: Less than 3 months

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

This was the worst car buying experience I've ever had. It was disjointed and frustrating the entire way. It was a full 30 days after purchase before I received my vehicle, but the process was broken down and horrible the entire way through. My car arrived damaged and while Vroom paid for it (they sent it out damaged), I had to hassle with quotes and drop-offs to repair it immediately after receiving it. The hold music is awful! I guess this wouldn't matter if I wasn't on hold for an average of 20-30 minutes each time I called. The only saving grace was after I received my damaged car, the finance rep Kimble was incredible. I would not ever recommend or purchase through Vroom again.

Length of Use: Less than 3 months

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

As soon as you purchase a vehicle you lose all communication ability with the company. I have been sending numerous emails and phone calls for weeks with no response. Wishing I would have bought from a brick and mortar store, very frustrating!

Length of Use: Less than 3 months

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

Attention/Warning!

If I could give negative stars, multiply by 1,000 (squared) and add 5. Talk about a horrible experience and purchase, which is what I'm going to detail - start to finish.

First, the car I purchased was deceptively advertised - which I didn't discover until after the purchase - and there's no way to go back and look at the photos, as once you purchase, the photos and description vanish.

Second, I was given several different delivery dates and therefore set up a rental car (which I booked on 10/22/20 - contingent upon the estimated delivery date of 11/3/20, and no refund opportunity). On 10/25/20, I get a notice that my new estimated delivery date is now 10/27/20 - which is a week in advance, not a day or 2, a week. I wish I would have known earlier, as I was stuck with a non-refundable rental car that cost $122.46. Not the worst thing in the world, I'll live, and with Hertz having such great employees and free upgrades, it'll be okay, I'll live.

It's important to note that during my wait time, I had a bad feeling about the 2017 Nissan Versa I purchased and kept going back to Vroom.com to see if I could find something more to my liking. It's also important to note that I only drive stick-shift, so I don't have the largest selection pool to chose from.

Vroom advertises that: "If you're not happy with your purchase, Vroom gives you 7 days (or 260 miles) to decide if you like and want to keep your purchase." However, what's not said (during the advertisement played while on the phone sitting on hold) is that you have to pay the $599 delivery charge. When I inquired about this, as I didn't hear while on hold, nor see on their website, any disclaimer about said delivery charge - and according to their reps, it's hidden in fine-print in the contract.

Now it's the bottom of the 9th, 2 outs and I'm at the plate.

October 27th arrives and my car is delivered at 8 am by a totally cool delivery guy. So far, both the Hertz employees and the car delivery guy are totally cool.

I take the car out for a test-drive, it wasn't 100% what I expected, but what's the big-deal, Vroom offers and exchange option, right? RIGHT?

On 10/28/20, I call Vroom to let them know I wasn't happy, am going to exchange the car and already have the exchange picked out and am moving ahead with the exchange.

I specifically told the Vroom rep that, "Can you please put my name down, as we need to notify all the 2017 FIAT 500 is mine and I don't want anyone else to claim it. As of me talking to you, the car is still available and I want it known that the car is mine".

A contract is made up of OFFER, CONSIDERATION, and ACCEPTANCE. In this case, the OFFER is the exchange, the CONSIDERATION is letting me know how we go about claiming the exchange as mine, and the ACCEPTANCE is just that - acceptance.

Despite me verbalizing my concern to the Vroom rep, he tells me, "Alright Mr. Kaatz, everything is documented, I've written up the ticket and you will be getting a call within 24 hours to further along the exchange process".

On 10/29/20, at approx 7:00 PST, I call Vroom to inquire about where we stand with the exchange process, speak to the rep and tell them that, "when I went back to look at the exchange-car, I notice that it reads that the car is in the sales-process and when I called in the day before it was still available, so I hope I'm the person who's involved with the exchange car?"

NOPE! Why give great customer service when you can give bad customer service?

The Vroom rep deprived me of the ESSENCE of a CONTRACT, the CONSIDERATION, and failed to follow my direction to put my name down as the purchasing party. However, since the phone calls are monitored (and there's a time-stamp on the submitted paperwork for exchange), Vroom should notify the other party that Vroom made a mistake, failed to document my claim, and therefore the other party will have to choose something else.

But being the typical, greedy American corporation (the kind that would fly a B-52 bomber over a perceived enemy, one who doesn't want to give away its resources, and/or keep the resources for its own people), Vroom was more concerned about LOSING the sale from the other party than providing good/honest customer service to the EXISTING customer.

At this point, I was so disgusted that I just wanted to return the car, get my full refund, and never do business with Vroom again. However, I was told that Vroom would keep the $599 delivery charge - that's not mentioned during the advertisement played while on hold, that (according to the VRoom rep) is in small print in the contract.

Folks, I dont' care if you have to walk barefoot, over broken glass and to Argentina, don't use Vroom, under ANY CIRCUMSTANCES!

We have to look out for each other, not rely on greedy corporations (who only share money as their interest) to look out for our interest.

Our interest isn't their interest, and won't ever be!

Length of Use: Less than 3 months

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

They picked up my car and refused to pay me or my bank for over 3 weeks, causing me to have to continue car insurance and payments on a vehicle I no longer had. Should have used Carvana, they even offered more for my car. If you plan to use Vroom be sure to record EVERY phone call.

Length of Use: Less than 3 months

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

The experience was super fast and super great. No call, no hassle, no nothing. Everything was done via the internet.

The price offered to me a bit less than I expected but for convenience, I did not mind. They came to pick up the car and I did not feel a thing about selling the car to Vroom. It was fast, painless.

I would ask everyone who wants to sell his/her, please sell to Vroom. You will get a good price and you do not need to lift a finger. There is no salesman, no manager to negotiate.

Thank you Vroom.

Length of Use: Less than 3 months

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

We decided to sell a Range Rover in California using Vroom because of the convenience, and due to a private sale falling through (Covid related).

It turned out to be a very bad decision.

After they made a very low offer (which we decided to accept due to the convenience factor), they could not find a logistics company to pick up the car for MONTHS.

Meanwhile, they had the title, so we couldn't back out.

We tell everyone to Vroom away FAST from Vroom.

Length of Use: 3–6 months

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