Vroom Review: How It Works, Pros and Cons

If it was not for the price of the car and the car itself, I would have gone elsewhere. The customer service was absolutely the worst. From being on hold 2.5 hours, to getting hung up on, the only thing Vroom cares about is getting the car sold. They care less about the actual client experience.

Length of Use: 3–6 months

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

Bought a 3-year-old SUV, exact model and features I wanted, which was competitively priced compared to local dealers and still had 2 years/15,000 miles left on the factory warranty. The car was like new when it arrived at my house with temp tags, exactly 10 days after I put down my deposit, so far so good.

After driving it a couple of days I noticed a sound coming from the rear which sounded like a wheel bearing going bad or something. I called Vroom and they said to bring it to a dealer and have it diagnosed. The dealer said it needed 4 new tires, an alignment, and front brakes, none of which are covered by the factory warranty. The tires looked good on the outer edge but the inner edge was worn. Because Vroom missed these issues during their inspection before the car shipped, they reimbursed me for all of the above. My permanent registration arrived about a month later so I could put my metal plate on and the temp tags still had a month of time left on them. I am very happy with my vehicle and the entire purchase experience.

Length of Use: Less than 3 months

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

To start, the delivery driver dropped off my car in the middle of the night. I was never given the ability to inspect the care. Secondly, he drove it on to my backyard lawn! Throughout the purchase process, I had to contact them for everything and spoke with one helpful person (after waiting for hours on hold each time). That said, my primary problem is that after I inspected the car. There were scratches on it never listed on the original posting. Plus the interior was filthy. I didn't complain about the interior but told them about the scratches and the marks. They are now arguing that the defects were listed on the original posting, which they were not. The original posting listed one defect; however, there were several others. Now that the original posting was removed and I have no way to prove that they are committing false advertising. I have searched other reviews and have seen others complain about this issue. Lastly, I finally washed the car on Sunday and found even more defects that seemed to have been covered up. It is all very shady.

Length of Use: Less than 3 months

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

I would be careful in expecting miracles. They are slow and the various aspects of their operation do not all treat you the same. The salesman is great...the other parts leave something to be desired. Communication among the various offices seems to be nonexistent, and the terse was of these folks to the buyer is unwelcome. I am not sure I would buy online again.

Length of Use: Less than 3 months

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

Vroom is the worst company I have ever dealt with. The customer service is terrible. The vehicle was delivered 45 minutes away and I was still charged the delivery fee (I'm battling them about that currently). The car came with issues with a wheel bearing and Vroom has refused to approve the estimate. I've conservatively spent 15 hours on hold, and each time I call I get a different representative. Honestly, I think they're a fraudulent business and they won't even post this review.

Length of Use: Less than 3 months

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

1. While ordering, the sales representative was fast and nice.

2. After ordering, need to be on hold for hours to catch customer service.

3. Delivered windshield was broken and bad smell car.

4. Reached out to customer service after a long hold within 1 week warranty period. They told us that they will reimburse for cleaning and would send Safelite for fixing the windshield.

5. Emailed the pictures on request and followed up with them.

6. After a week (of course, I reached out multiple times) and no response. Now they are rejecting for the windshield.

7. Still waiting on Title and Registration even after 1 month.

8. Very disappointing service.

9. Will wait for a week and if it doesn't get resolved, I'll go to CNBC and FOX FIVE shows and report it. This will hit their attitude.

Length of Use: Less than 3 months

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

Horrible, did I say horrible! They has lost my car and haven't delivered it after 2 weeks. Can never get anyone on the phone, have left several messages which no one has ever returned. Right now I've been on hold for 2 hours trying to get ahold of Customer Service to find out what's going on and if and when I will get my car, which they have had the money now for 2 weeks. Two days ago I got someone to call to ask if I was enjoying my new car, which they haven't delivered yet but their system says it was delivered! They have no clue what they are doing! Don't get stuck with these horrible service company, move on to someone else.

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

I’ve had the worst experience with Vroom. From the very start of being told I put a hold on a car then being told it was a “glitch” and someone else actually got the car, to the four hour late delivery of my second choice car, to the car being dropped off with more scratches than disclosed, to the seats being stained, to the car smelling so strongly of cigarettes (and that was not disclosed), to spending hours upon hours on hold trying to speak with ANYONE who could help remedy all of the issues, to dealing with a manager who did not try to help and made me find places that met THEIR criteria to get the car fixed, to spending more hours on hold, countless emails that have gone without reply. And now the 7-day period for me to return the car and they’ve pushed the issues passed it and not one single call to apologize, ask if there is anything they can do to help, or to speak with me about my experience. Awful customer service all around. With the manager I was assigned being the worst. I will never recommend anyone to use Vroom. It was more of an inconvenience and pain than it would have been to just pay for a dealership's fees.

Length of Use: Less than 3 months

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

On hold, on hold and on hold, the car was dirty and smelled, customer service is only via email, keep you in the dark for over 8 hours on hold. Go to a dealership in person.

Length of Use: Less than 3 months

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

The worst car buying experience of my life. The vehicle came with undisclosed damage, filthy, and an empty tank that ran out two blocks from the pickup location. Upon arrival, I discovered p-e-n-i-s-e-s etched into several places on the bed of the truck. Two tires came with slow leaks. White sticky goo all over the inside cab.

I have made several calls to customer service with no luck. If you are in the market to buy a car you will get an answer within seconds. If you are a current customer with questions or concerns, you can plan to hold for hours. I was able to reach someone via email, which took several days for a reply. They tell me to get a quote and pay for the repairs myself. How can I trust these people to reimburse me? Also, I have submitted all of my registration documents and have heard nothing. I would not be surprised if they never complete the process. They promise to send a FedEx package with paid postage to return the registration documents. They do not. You will be lucky to get an email. I had to reach out several times about the registration process.

I have purchased cars from traditional dealers and online/delivery dealers. Vroom, in my opinion, is an organization run by people that are looking to victimize busy Americans that do not have time to visit a standard dealership. I am a first responder and during COVID I just haven't had the time to visit a dealer. This is the thanks I received from Vroom, a truck with p-e-n-i-s-e-s etched all over. If you are looking to buy online, try Carvana. My experience with them was superb.

Length of Use: Less than 3 months

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

Worst car-buying experience I'd had. It took significantly longer than expected, they lost my paperwork, including the title for the car I was trading in as part of the transaction. The communication during the process was poor. I never knew if I was waiting on them or if they were waiting on me to do something. I could have physically gone to a dealership and been in and out in a couple of hours. Instead, I had a frustratingly long 3-week process. I was only notified about 20 minutes ahead of time that the car was being dropped off.

Length of Use: Less than 3 months

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