Vroom Review: How It Works, Pros and Cons

It was horrible. The guy that we made the sale with was so nice at the beginning but then when we closed the contract and made a deal he never showed up again, he never answered my calls, and when I had a lot of questions about the contract and about the car, he never called back. Then for the delivery, it was horrible. The delivery was never made at my house. The guy that made the delivery gave the card to someone else in a parking lot, he didn’t check the ID, and his answer was well if something happens to the car it will be my responsibility. I found the car and on the inside it was extremely dirty, it smelled like rotten food, and I had to clean it myself and pay out of my pocket to try to get that smell out. Then Vroom decided to help me out a little bit with the cost of it, which was $500 to clean everything, and they decided to just return $200. The car was sold as if it never had any accidents and when I did the appraisal for someone to clean my car and give the receipt to Vroom, they noticed that the car had been in previous body shops, so that is pretty crappy. And the answer from Gina P was that they do check their cars before they’re in their shops.

Length of Use: Less than 3 months

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

Met every deadline yet my car was not delivered for almost 3 weeks. No one knew when the car would be delivered. Once found, the car was delivered filthy dirty.

Length of Use: Less than 3 months

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

One thing you should know - the car purchase is easy for the most part. They are very quick to be friendly on the sale side, BUT, just wait for the deal to be done and your nightmare will begin. Getting docs they require is very unclear, getting your registration will take a few months, tags will expire and you will be on hold for 40 minutes, no kidding! Then get hung up on by some random person. My parents are older and this was a new process, but they will never go through this again. They like having a person to speak with that actually responds and gets back to you. Our sales rep never once responded after 6 emails, super unprofessional customer service. Be prepared to blow out a few gaskets after the "friendly sale".

Length of Use: 3–6 months

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

Well, it's been 2 years in the USA and now I was able to get my first car. Was looking for preowned, low mileage cars, and that made it possible with Vroom. Extremely clean, low mileage. When the car was delivered, I swear it seemed just like a new car. It was a Honda Accord Sports 2017 and it was brand new, mint condition, simply perfect. Thank you to the entire team of Vroom for making my choice valuable for me.

Length of Use: Less than 3 months

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

While Vroom had good pricing on a vehicle that I was looking for and the sales associate was friendly, their delivery logistics, post-delivery communication, and quality concerns were a nightmare to deal with. They will not disclose an inspection report regarding the vehicle you're interested in (even though you can't see the vehicle in person). Their 7-day return policy is a joke. Hope that you get lucky in the quality of your vehicle as you're out the $600 delivery fee either way.

They did not work around my schedule for delivery and I had half a day's notice to take off work to receive the vehicle. Nor did they work around my schedule for picking up my trade-in, but luckily my wife was home early.

The vehicle had less than 30k miles and came with exterior defects that were not made apparent in photos (as their more transparent competitor does as a courtesy) and came with warped brake rotors. The car would shake as I used the brakes. I contacted Vroom regarding this immediately after taking delivery and the rotors were diagnosed warped by a dealership service center.

Vroom would NOT repair them and I had to pay out of pocket to make the vehicle safe to drive. Never again will I buy from them.

The only reason they are getting a second star is because the vehicle's other mechanical systems are in good shape. Buyer beware.

Length of Use: Less than 3 months

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

I found Vroom via my credit union's car buying service. I had been in the market for a very specific car and was thrilled to find it via this service. In the description of the vehicle, it included two key things I was looking for...first, keyless entry, and second, "fully loaded." When I called to follow up and made the decision to move forward with the purchase, I was told that Vroom did NOT collaborate with my credit union. I thought that was weird because I found the vehicle as a direct result of using my credit union's website. But, I went ahead and trusted the process.

In the end, the delivery date was changed FOUR times and I had to end up running home from work because the driver was an hour earlier than the window of time he gave me. He unloaded the vehicle and handed me a single key. NOT a key fob - a single key ala 1980. This was a 2019 vehicle! Then, I climb into the vehicle and discover it was a base model and not even close to being fully loaded. The only feature it had was Apple Car Play. I immediately enacted my right to return the vehicle. So - just to be clear - even with false advertising (and yes, I have the screenshots to prove how it was advertised) you will lose $599 for the delivery fee.

Do not buy from Vroom - it is a bait and switch operation. The return process also required that I micromanage the steps as what I was told didn't happen in the timeline that was shared. Overall, I am super disappointed and I find it unreal that I paid $599 to send back a vehicle that was not even close to the description provided. NOT ok!

Length of Use: Less than 3 months

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

The car was delivered more than 2 weeks late with multiple cancelations, which I was not notified. The car was delivered with damages not notified during the purchase process. I was told the car came with remote start, it does not! Rotors and brakes are completely worn out and unsafe to drive. Would not pass any safety inspection. This car is not drivable, spent more than $3000 in repairs. The tires are completely worn out, did not pass any safety requirements. I am still not getting any reply! Horrible, horrible dealer. Worst!

Length of Use: Less than 3 months

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

Bottom line up front: If you like sending a company tens of thousands of dollars, and then waiting an inordinate amount of time to hear back from them, all the while wondering what's going on because their communication is probably worse than your ex's, then Vroom is for you!

The car I purchased was received in MUCH WORSE condition than advertised. It arrived dirty inside and out, and with damage to the interior and exterior that was NOT NOTED in the advertisement. Additionally, they took all of the 7 days to get back to me about the issues, and only after I called them multiple times. Basically, I took care of adding all of the required information into their system myself. I 100% do not recommend Vroom, and their handling of the remainder of this transaction will determine if this rating changes at all.

So far, it's been a soup sandwich.

Length of Use: Less than 3 months

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

Absolutely atrocious after-the-sale customer service. Like the car. Price was fair. However, after dealing with the customer service people who often gave me conflicting and contradictory information I doubt I could ever buy a car from them again.

When I told them that I needed the bill of sale for the car to show proof of ownership for my daughter's road test I was first told it was in the car. Called back after that, was not true, and was told the paperwork department would have to get it for me. Another hour on the phone to be told they could not get it for me. In GA because of COVID, my daughter received her driver's license without the road test which is now required by the end of the month. When I mentioned to the Vroom employee that if I cannot get a bill of sale my only other option was to rent a car, they thought renting a car was the best idea.

If this was my only issue I would probably be upset, but overall, their after-the-sale service is very hit or miss. More miss actually. I guess I have to go rent a car because Vroom is too lazy to send me a scanned copy of the bill of sale. I can spend hours on hold (not an exaggeration) and they can't take five minutes to help a customer out. Once they have your money you are nothing to them.

Length of Use: Less than 3 months

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

I purchased a 2016 Lexus GX with 25k miles from Vroom at the end of August 2020. It was delivered quite dirty, though it did clean up nicely after I washed and waxed it. It had an outstanding recall for the Takata airbag so I brought it to a local Lexus dealer three days after delivery. As part of their service, they performed an inspection and found that the front brakes were at 50% and the rear brakes were at 30%. They recommended replacing the rear pads and resurfacing the rotors (if I waited I would run the risk of damaging the rotors and would have to replace them entirely if this happened - $279 now vs. nearly $1k later). I am surprised something this basic wasn't caught prior to delivery as Vroom claims to perform a rigorous safety inspection prior to shipping your vehicle. I contacted Vroom with the inspection paperwork and after a few days, they did agree to reimburse me for the brake repair. Both the engine air filter and cabin air filter were filthy and needed replacement as well - not the end of the world but $50 in parts and less than 15 minutes of time would have been appreciated (considering I spent nearly $39k for this vehicle). Bottom line, I would have a hard time recommending Vroom to a friend based on this experience.

Length of Use: Less than 3 months

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

Zero stars. Worst car buying experience ever. I should have gone through the reviews before purchasing the car. The whole process took about a month and it was a solid pain to go back and forth.

To go through sales and finance it takes about 2 weeks, and after that they promise to deliver in 10-14 days, but sadly for me, it wasn't the case. All the people who handle the delivery portion were rude, I didn't receive a single call from them, all I hear when I call them was your delivery is delayed and reason being "can't find delivery driver". What a stupid reason. They can't find a delivery driver in New York City. After 2 delays I wanted to cancel the order because my job was on the line, Vroom decided to charge $600 for the delivery fee, which they didn't even deliver the car, says when the vehicle is in transit, we have to pay for it. So despite the company's incapability of delivering the vehicle on time, making delays after delays, they can deduct the delivery fee even before making the actual delivery if you cancel the order. In the advertisement they say if we don't like the deal we can return it but it doesn't say you have to pay $600. Even if the car has mechanical issue they offer to repair it and won't take it back until you pay the delivery fee, that's what I learned from most reviewers and sadly I saw all these reviews only after placing the order. Basically the company can make endless delays and it's still your fault if you cancel the order. Don't forget to read Clause 6 in the contract, it doesn't mention anything about delays.

Everyone's service sucks, including senior supervisors when it comes to returning our money. I made a mistake before checking the reviews. The whole process was a nightmare I wouldn't wish upon any one. Vroom deserve the worst review.

Length of Use: Less than 3 months

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