Vroom Review: How It Works, Pros and Cons

They promise the world and once you buy a car, zero customer service! They advised me that their policy is to respond to vehicle damage requests in 24-48 hours, it's now been a week with no response from Vroom. Getting ready to give up and turn the vehicle back in, but of course, I am responsible for the fees over the 250 miles, even though I have not heard from anyone and this is the only vehicle I have. Do not recommend this supposed better car buying experience.

Length of Use: Less than 3 months

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

I never heard of Vroom until after I started the online car buying process with another site. I was happy with the easy process of selecting my car and applying for financing. The majority of the process was online. My car arrived within 3 weeks of my initial contact. Very quick. Vroom kept in contact the entire time. My car runs smoothly. Although not detailed to my satisfaction, I was sent a check to pay for detailing in my state. The only thing I have to do is get a safety inspection for my state which is the biggest hiccup for me. I thought Vroom would take care of everything, but not this one thing. Still, I am happy with the process and the accuracy of my car details.

Length of Use: Less than 3 months

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

Price was good and vehicle was in excellent shape. Buying process was fine, but they don't even begin processing the title transfer until 2 weeks post-delivery. Then, they say that can take up to 8 weeks, which is completely ridiculous. Still waiting for my title. Car did arrive with dealer plates, as promised, and was delivered earlier than promised. However, I never got advance notice of the early delivery, and was just lucky that I was home when the driver called to say he was an hour away. I give Vroom high marks on price, but low marks on customer service. Their claim that they keep you informed every step of the buying process is all hype. Their communication is downright terrible. Next time I'll use Carvana.

Length of Use: Less than 3 months

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

What started as a pleasant experience spiraled into a very bad one that I don't wish any other potential car buyer out there to experience. Their prices are good and employees are nice, everything else is pretty bad.

For starters, Vroom does not own their vehicle distribution network and rely on third-party companies to pick up trade-ins and drop off purchases. This process makes the experience wholly unreliable and not customer friendly. Half the time I didn't know who I was dealing with.

Secondly, the aforementioned third-party delivery company damaged my vehicle in transit and did not mention anything to me so they could save themselves the money. There is a glaring lack of accountability on this front since a damaged vehicle means these people get paid less.

Lastly, and arguably my biggest issue, is the fact that I requested over 5 times to have a check mailed to me for the difference in what they were paying me for my vehicle and the one I was buying since mine had a higher value. I even made them send me a second contract because the first one was wrong in this regard. Lo and behold, guess what happened? It looks like they still applied this amount to my new vehicle's note.

Bottom line: They're just as shady as any dealership you have to deal with in person. At least you can test drive the dealership vehicles. Stick to your local sellers or go to Carvana.

Length of Use: Less than 3 months

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

I bought a 2014 Jeep Wrangler Sport Unlimited about two months ago. I waited for the whole purchasing process to be completed before I wrote this review. I have to say, I am really impressed with Vroom. From the financing, delivery, and registering the vehicle the whole process was very smooth and painless. I was very leery of buying a vehicle online without looking at it, but not anymore. When I first got the vehicle all four tires needed to be replaced. My first thought was, "This is why you don't buy a vehicle online and now I'm stuck buying four new tires". When I contacted Vroom with the problem, they were more than fair. Vroom had me take the vehicle to Discount Tires where they purchased four brand new tires for the vehicle.

The vehicle I purchased is in very good shape with low miles and was purchased for a very fair price. I would most definitely buy another vehicle from Vroom again.

Thank you!

Length of Use: 3–6 months

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

I recently purchased a Dodge Charger and upon delivery, I noticed a black vinyl sticker on each side skirt. The car I purchased is white, so these stickers stuck out like a sore thumb. I decided to remove them and saw underneath it was hiding damage to the side skirt where paint was chipped off and missing, it was about the size of 2 quarters. I created a "ticket" to get it repaired and the "supervisor" denied my repair stating that it was my fault for removing the black sticker. On the initial Vroom posting it stated normal wear and tear on the vehicle but that damage was not indicated and all the agent said was that "the car was advertised with the black vinyl in the pictures." They have not made this right and I won't be recommending Vroom to anyone to purchase a vehicle. The negative reviews speak for volumes to how this company operates.

Length of Use: Less than 3 months

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

The online salesman was polite and very helpful, the documents where FedEx'd to me, I paid my deposit, the vehicle was delivered two days earlier, the transporter was very nice. Now here comes the problem - my trade-in vehicle was supposed to be taken by the transporter that delivered my vehicle, that changed finally after me calling numerous times and a transporter called me to schedule a pickup, which never happened. I called Vroom back, got transferred around, nobody knew anything, or could even brother to help me. I kept calling and kept being told someone would return my call, never happened. Now my trade-in Chrysler is calling for a payment on a car that I traded to Vroom. Finally after 20 or more calls I finally get a call from transporter to pick up my Chrysler after a month of waiting. This is horrible customer service. When you're purchasing a vehicle you can reach people, but when that part is done, everybody disappears on you. I am still waiting to be sent a copy of my paperwork that I signed doing the purchase process, how long does this take? I have my registration and plates. I want my copy of the paperwork as promised during the purchase transaction. Vroom sucks.

Length of Use: Less than 3 months

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

I later got a call from Customer Service after this review. They are refunding my delivery fee due to how unhappy I was with the service. I bumped them up a star from a 2 star to a 3 star.

Length of Use: Less than 3 months

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

I enjoy the vehicle I purchased from Vroom, but the vehicle arrived with a chipped windshield. I had to wait over 10 days to finally get a resolution to the problem. Also, my vehicle did not come with an AM/FM antenna. Vroom now says that it does not come with one.

Length of Use: Less than 3 months

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

Oh boy. My 2019 Hyundai Elantra arrived:

1) With a completely dead battery that could not be jumpstarted.

2) With a deep scratch through the metal of the car that was only visible once it was being towed to a dealership to have said battery replaced.

3) Covered in a layer of dust.

4) With the back passenger window slightly ajar.

5) Spiderwebs in the back seat.

Nothing about this experience has made me think my car was ever even looked at by Vroom before selling it to me. The battery was replaced by my Hyundai warranty, not Vroom.

The scratch? Vroom claims it was in the original listing because it is faintly visible in a picture of the side of the car. No close-up. No text disclaiming its existence. Clean Carfax. And assurances on my listing, and every listing, that "Vroom fixes all scratches over 6 inches."

The only remedy Vroom is willing to extend me at all is to return the car to them, minus the $799 shipping fee. So that I can lose money, on top of everything, and still not have a car.

Thank you, Vroom, for emailing me your invitations to share my experience on rating websites. I plan to.

Length of Use: Less than 3 months

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

Vroom has been awesome! The cars are actually really nice with clean CARFAX reports, plus low mileage. The prices are fabulous as well. No haggling from anyone. I found several vehicles I wanted. You must act fast to get the one you want. Put down that $500 deposit to hold the vehicle you truly want. The vehicles sell very fast! I lost out on my first choice because of uncertainty. I found the next best one, waited until it was available, then put my deposit down. The buying experience has been pleasurable the entire time. The car was delivered to my door on the date promised with 2 month temporary tags on it. The car also came as the pictures depicted. I have already recommended Vroom to everyone who asks about my fabulous new car. Will definitely use Vroom from now on. Love it!

Length of Use: Less than 3 months

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