Vroom Review: How It Works, Pros and Cons

First time I tried something like this for a vehicle (both selling and buying online). Worked ok...some bugs need to be worked out of their system. I would still have given them a 5-star review except for some problems with their subcontractors (pick up and delivery) and then the fact they kept my payoff money almost a full month without applying it to my existing loan which meant I had to pay another full month's payment on a vehicle I turned in. Not happy about that at all!

Length of Use: Less than 3 months

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

I really wish I could give a good rating because much of it was good. I bought two cars in the past 6 days from Vroom for my wife and I.

The Good: The cars are nice vehicles and the online representation was accurate.

The Bad: Both times it was all great until the third party delivery process. They need to fire the company they have doing this.

The first vehicle was a 2018 Infiniti QX60. They called on a Sunday to inform me the vehicle would be delivered the following Saturday. The very next day some Jamaican guy who spoke no English showed up in our small gated neighborhood with an 18-wheel double stack car carrier. Had my wife not gotten sick at work that day and come home nobody would have even been there. The driver had driven through a storm and the vehicle was filthy. As he was leaving he backed into my neighbor's yard and trenched it about 6 times with deep 5"-6" trenches. I had to pay a landscaper to come and repair my neighbor's lawn but eventually, after working with Vroom, they reimbursed me the $225 for the landscaper. Once I went and cleaned up the vehicle I am happy with the SUV.

I thought for sure knowing what a debacle my first purchase was that they'd bend over backward to make sure my second purchase was better. Purchased a 2017 Q50 for my wife. This time I received an email telling me the vehicle would be delivered on or about August 23rd. Again the very next day and a week before the 23rd the vehicle was delivered. This time a Ukrainian guy who just dumped it in the driveway and left the keys in the seat. Nobody ever called and let us know they were coming. I was at work and my wife called and said "I just came home and the car is sitting in our driveway". This time the car was filthy inside and out. They had sprayed some sort of sanitizer on it and it has pinholes in the leather seats which were all filled with this white sanitizer substance. About an hour and a half later the Ukrainian guys showed back up wanting her to sign for the car. I guess he had gone to deliver other vehicles in the area. We ended up spending a couple hundred dollars to have the car detailed so it would look like it was supposed to look like when we got it.

They called to ask about my experience and I told them. The guy said "let me talk to my managers and see if we can compensate you." Never heard from them again. Again, the car was nice and the wife is happy once we got it cleaned. It could have been such a 5-star experience if they would just get a new 3rd part delivery provider. The current one does not reflect well on Vroom.

Length of Use: Less than 3 months

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

Bought a 2019 Infiniti QX80 and 8 days later the car will not start. We've also received zero help or guidance with the transfer of our specialty license plate. Along with, the day we were traveling to the dealership to pick up the car the salesman informed us the car was not available for pickup and only available for delivery (even though the trip was arranged with the salesman 2 days prior), upon arrival at the dealership they put my name incorrectly on the paperwork resulting in us being there an additional hour and not one person even verified we dropped off the vehicle we were trading in. The only reason we heard back from them on our concerns with the titling was when they called to tell us they mailed us the keys to our trade-in versus the garage door opener we left. What seemed like a hassle-free experience initially has turned out to be a nightmare. We've yet to hear from anyone on a resolution to the issues experienced. I wouldn't recommend this dealer.

Length of Use: Less than 3 months

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

It took almost a month for us to receive our vehicle and it’s already stalling when we accelerate and the tachometer needle fluctuates. It’s been difficult to reach someone to discuss this either. We are highly dissatisfied.

Length of Use: Less than 3 months

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

The buying process was smooth and easy, there was no pressure which made the experience delightful vs. dealerships. Paperwork was a flurry, not hard, and was rather fast considering it was all electronic and FedEx packages. We were delighted to receive our vehicle 7 days after the paperwork was completed, instead of waiting the entire 10-14 days. There tends to be a hard time getting someone to call back, but you just have to be persistent - I give them a bit of latitude for this due to being a nationwide dealer and I assume they take a ton of calls. Regardless, at that point, we probably would have rated this "5 stars" easily and would have recommended using VROOM to our friends and family.

However, once we received the vehicle, we noticed a large, approx. 12" gouge on the bottom driver's side of the rear bumper cover. It almost appeared to be a body line until we really looked at it. When we reported the find to inquire about a reasonable remedy, we were informed that the damage was visible in a picture so basically "sorry for you". We had screenshots of all the listing pictures, which there were no imperfection pictures listed. In fact, in the vehicle description, under imperfections, it only stated normal wear and tear. We recall our sales representative explaining that the vehicles are all run through the shop to make sure everything worked and that all cosmetic damage over 6 inches was repaired before sale. This gouge is clearly larger than 6", nor was it listed as an imperfection - and the picture it was visible in was not an "imperfection" picture, and literally could be overlooked as a body line or light glare. We were stunned that something as simple as offering to assist with the repair was worth ruining the entire experience, especially since the damage should have been fixed prior to sale (as our rep had informed us) and that the picture was not an imperfection picture. We would have been satisfied with an apology for the deceptive picture and lack of reporting the imperfection, if not at least an offer to help a little with the repair bill. That one minor miscue on the part of the customer service person took the experience from a sure-fire "5 stars" to a "3 stars" and from full-on recommendations to "be careful". I’m still flabbergasted that a company that relies on word of mouth recommendations (being that all transactions are done sight unseen) would compromise the information they put out (we fix anything larger than 6") instead of at least attempting to come to a satisfactory solution between both parties.

In all, reward is always commensurate with risk. Other than the glaring 12" gouge that was hidden by glare in a far away pic and not pointed out as an imperfection, the vehicle was otherwise in really good shape. So if you are considering Vroom, be sure to zoom in on anything that may look like damage and keep in mind there may be imperfections that aren’t pointed out with imperfection pictures - and Vroom will use the regular pics as evidence that those damages were "shown". Also, if you decide to buy, they have great communication up until the phone agreement/deal/$500 down is complete. After that, it’s emails on their time and hard to get a person on the phone. You’ve got to learn patience. Delivery was faster than promised - that was a plus! The vehicle was brought via a 3rd party "Hotshot Trucking" carrier. The driver was prompt, nice, and gave us plenty of time to look over the car. I will say, look over the car and report ANYTHING damage-wise that you weren’t aware of on the Bill of Lading and call Vroom before signing for the car - maybe they’d be more likely to agree to remedy issues that way.

If you know what type of car you want, you’re patient, and understand your vehicle may have some dings not shown, then you can find a lot more vehicle (better packages, better equipped) for a better price than at a brick and mortar dealership. We’d probably be willing to use Vroom again - we’d just be super diligent when inspecting pictures before purchase and inspecting the vehicle upon delivery.

I gave 3.5-4 stars for customer service and friendliness. Both Andrew & Mac (the 2 gentlemen we spoke with before and during the purchasing process) deserve a 5-star rating; both great! Customer Service post-purchase, maybe 2-2.5 stars - super hard to get a return call or willingness to discuss issues with vehicle/pictures.

I give 3 stars for quality of work, because the vehicle is beautiful and drives great - but that 12" gouge either shows poor quality control in the reconditioning department or a deceitful photographer for not adding an imperfection photo.

Price is 5 stars. Better equipped vehicle with similar mileage for about the same out the door price (better in some cases) as the dealerships we looked at.

Length of Use: Less than 3 months

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

*C- on EVERYTHING but making the sale.

The sales experience was a breeze because that's when they get money out of you. Everything else was and will likely continue to be an xxxx show.

*Straightforward process but with negative visibility.

You need to be transparent with your customers! Giving them a date of delivery and then never meeting it or not keeping the customer in the loop around changes does NOT count as helping every step of the way.

*A bunch of thieves.

They sat on the balance check for my trade-in for more than a month and only released it after I reached into their butt to fetch it. And obviously no interest paid on the $10k+ amount that they earned interest for free on.

*Bait and switch.

They asked me to go with their own finance partner (Chase) stating that I won't have to do any legwork when it came to getting the out of state car registered (TX to CA). But here we are and I am being asked to provide a smog test and VIN inspection to them. I have them on record a number of times claiming that I'll simply get my registration in the mail within a few days of receiving the car.

Both of these tasks could have been accomplished by them before the vehicle was delivered to me.

I am in favor of online businesses but not when they're out to screw you over.

Length of Use: 3–6 months

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

Took 2 months to get my car. Then now I’m being told that I don’t get my plates since I told them I was moving. They even delivered my car to another state but are now saying they want proof of insurance from my old address that I told them I don’t live at. So, they stole my money and refuse to fix it.

Length of Use: 3–6 months

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

Very inconsistent/confusing communication across the board. We asked several crucial questions about the car that we never got answered.

When the car finally arrived, it was a full day late than what we were told without much notice. Delivered late at night in the dark Saturday night, so we couldn't check out the car. The transporter brought it to the wrong address then yelled at us on the phone to come find him, he was very rude. He took the car off the transporter and quickly left without waiting for us to inspect the vehicle. We got in the car and immediately noticed the passenger front tire was flat (it's a run-flat tire, no spare so we needed a tow).

At this point, we went to engage the alleged 24/7 roadside assistance and could not find the phone number ANYWHERE. Can't even google it. Vroom clearly doesn't want you to use it but they love to tout it in their communications. At this point, Vroom is also closed until Monday morning so we had to wait until then. All of this cutting into our 7-day trial on an undrivable car. Once we finally got the number to Vroom's roadside assistance (every call to them we're on hold for at least 20 minutes mind you) we call them and are disconnected several times. We finally get through and we're told the tow will be there in a couple of hours. The first guy canceled on us for no reason after waiting hours (but didn't let us know so we had to call again). The second guy said he wouldn't do it because the dealership location we wanted to tow to was now closed. We finally get a tow the next morning (we're now 3 days into our 7-day trial). We're keeping Vroom abreast to all of this and they never call or email us back.

Once at the dealership, they cannot remove the tire because there is a tire lock and the key was not left in the car. Another day goes by while the incompetent serviceman at the dealership can't figure it out (not Vroom's fault, just insult to injury). Throughout all of this, we really needed Vroom to communicate with us to understand if they were going to pay for this, making sure we weren't voiding any contracts. They finally called us back and said they needed 24-48 hours to get approval on the estimate. This took until late Friday to clear up. We FINALLY get to drive our new car. Very anti-climactic experience all in all. We love the car, but will NEVER work with Vroom again and will tell everyone we know to avoid them like the plague.

Length of Use: Less than 3 months

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

This was my first time buying a car and like most, I read some reviews that made me skeptical about it, however, throughout the process I never felt pressured to buy the car and every time I had a question I always got an answer. The only issue I had during the process was contacting customer support, I only called them twice and I didn’t get an answer either time from them, but other departments did answer and gave me the answers I needed. Delivery was great and quick, the car came in before the estimated date, and the car is in great condition. I guess it’s a 50/50, either you have a great experience or you don’t. I would recommend Vroom but if you don’t have patience or are overly skeptical, you should look somewhere else.

Length of Use: Less than 3 months

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

This is the first time I've purchased a used vehicle and the first time I bought a vehicle online. After starting the purchase, I read several reviews from a different platform. Although there were several good reviews, there were some complaints with bad reviews. This made me feel skeptical and nervous, but I kept a positive attitude. From then on, start to finish, the purchase process was expedient and simple. Customer service was excellent. I even called Vroom back with a list of questions/concerns after reading the reviews. Our car was exactly as described and arrived in perfect condition. Of course, a little dusty, which is to be expected during intrastate transport. I will definitely choose Vroom when we are ready to purchase again.

Length of Use: Less than 3 months

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

I genuinely could not be happier. I was a little apprehensive because I have never bought a car online or know anyone who has. I had been shopping for a very specific car as far as year, model, and AWD for over 3 months, and could not get the car I wanted for my price. I looked in Vroom and set up an email alert. I looked first thing in the morning and the exact car I wanted was listed for almost $1000 less than my absolute maximum price. I called to get information, and ended up just buying the car. The person I spoke with was Deshia S. and she was awesome! She made me feel pretty confident with the money-back guarantee, and explained the process in a way that I felt really good about buying it. I ended up paying $23,300 after the shipping fee was built in, so the total cost with everything was close to $3000 less than any deal I could get at the dealership. I paid for the car on July 10th, and received it on July 21st.

The only thing that was not perfect was the shipping, and to be clear it was not bad, I was told that the car would arrive on the 25th so we went up to our cabin for a few days. Then on the 20th, I got a phone call from the delivery driver that the car would be delivered the next day on the 21st. It was not a big deal, I had my parents go to my house, and he was great about letting me know when he was an hour away so they didn’t sit and wait for too long, but some flexibility in this area is needed.

The car is absolutely beautiful. Not a scratch anywhere, and everything inside was spotless. I highly recommend them, and will most definitely use them again.

Length of Use: Less than 3 months

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