Vroom Review: How It Works, Pros and Cons

Upset, my tags are now expired, because Vroom failed to let their customers know that we have to smog our own car if we are from California. I’m here waiting for my license plate and nothing. I was never told we have to smog the car ourselves. This inconvenience is poor customer service. There are plenty of other auto dealers who will do this for you. Now I can’t get my registration unless I smog this new car I bought from them.

Length of Use: Less than 3 months

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

Cons: Like the title said the car got delivered absolutely filthy. And on top of all that, the windshield had a quarter-sized crack in it on the passenger side. I don't even think the car was detailed when Vroom had it. There were still stickers from the Manheim auction in Orlando inside the car too. Vroom also claims to repair and remedy scratches and dings yet I found several quite deep scratches all over my car. Just a poor experience all around. I finally had to put them on blast to get them to agree to fix my windshield. The sad part is they only offered up to a $75 credit for a detail, anyone in the car detailing business knows a solid paint correction place charges upwards of 3x that.

Pros: The whole car buying experience online was actually really good. I filled all my info out on a Saturday night and got a call to my surprise on Sunday. Mr. Mitchell Wegela that helped me over the phone described how the whole process worked and he ran my credit through lenders. He was awesome and very informative. I got approved by all the lenders that were open and he gave me options to which one I'd like to go with. The following day (Monday) I received the contract through FedEx and it was super easy to go through and sign everything. They even included an envelope with a shipping label to get it back to them.

Summary: All in all, the car buying experience through them was a breeze, much easier than going to a greasy dealership. Not so happy about the delivery condition though.

Length of Use: Less than 3 months

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

I have purchased my vehicle and paid the down payment on 6/4. Today is 6/26 but I still have not received the vehicle. I called probably 20 times, keep getting transferred, hung up on several times, only the sales team answers. The delivery team never picks up, nobody knows where the car is but I received a survey and congratulations email. Oh, the 1st bill was sent to but still no car! Exasperated at this point

If you want a headache and terrible service go ahead and purchase a car.

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

I have purchased cars on both Carvana and Vroom and there is no comparison between the two. Carvana is easy, user-friendly, efficient, and what you see is what you get. I received my Carvana car delivered to me around two weeks after I made the purchase. It was fully registered with plates ready to drive in the same condition that was disclosed during the purchase. I give them the highest rating possible. After having such a great experience buying a car for my wife on Carvana I figured I would try out their competition "Vroom" for buying my car. What resulted was the worst buying experience I ever had. I can’t see Vroom staying in business when they are so difficult to deal with. On Feb. 18th I made a vehicle purchase on Vroom. After several months, and hundreds of phone calls, I finally received my car without plates, unregistered, and with scratches that were not disclosed during the purchase. I couldn’t even take it for a test drive!

Let me go through both companies point for point:

1. Carvana's website is easy to navigate and do "what if" scenarios experimenting with different amounts down and different finance durations (several months to years…just put in the term and the site will calculate it for you...I finally put in for a ten-month term with a specific dollar amount down). Vroom is a minimum of a two-year term with no way to calculate different amounts and terms on their website. So you have to call them and even then they would not allow me to do a ten-month term. That should have been a red flag and I should not have gone further with them...but I did.

2. Carvana’s site shows any dent or scratch on any car you choose. When I picked a car on Vroom it didn’t show any scratches or problems which I thought was strange so I called them. The Vroom representative told me there were no scratches which I later learned was not true when I finally received the car.

3. On Carvana’s site once you make your deal along with finance terms it tells you the amount you must have via a certified check to give to the driver when your car is delivered. On Vroom’s site once you make your deal it requires you to send them your certified check amount UPFRONT before they even schedule your car for delivery and if you don’t do it within a few days they void the deal!

4. Carvana delivered my car in two weeks fully registered with plates ready to immediately drive. Vroom took months and lied to me repeatedly every day when I called to get a status. Plus I couldn’t even cancel the deal because they had my money and they have a clause in their contract to keep a portion of your funds if you cancel! When I finally received my car it was not registered, they didn’t even give me temporary plates (which I got from them a week later) so I couldn’t even legally test drive the car! The car also had several deep scratches that they had not disclosed. Plus I had to pay car insurance (NYS law) as soon as I made the deal so that was several months I was paying hundreds of dollars in insurance for a car I didn’t even have. Not to mention the finance bank wanted my payments immediately even though I didn’t have the vehicle.

5. The last insult to me was when I took the Vroom car to get inspected it would not pass inspection unless I changed all 4 tires which cost me $1,500.00. Outrageous!

The constant lies, poor customer service, and lack of respect Vroom has for their customers is a disgrace. I’m not even going to get into the day-to-day nonsense they put me through because I would need hundreds of pages to describe it. Even the final driver for Vroom that delivered my car actually cursed at me when I asked him to wait while I call Vroom to find out why the car didn’t have plates. My advice to car buyers that want to buy a car online, use Carvana. They were courteous and efficient and you don’t need to pay them your certified funds until you actually receive your vehicle. I plan on reporting Vroom to the Better Business Bureau.

Length of Use: 3–6 months

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

Purchased a 2019 Dodge Grand Caravan with severe undercarriage damage. Vroom had assured me that the vehicle passed 2 inspections before I purchased it and that it was in new condition with less than 3000 miles on it. They even gave me a Carfax report stating there was no damage. When I received the vehicle I noticed the smell of exhaust gas on my first 25+ mile drive in the cabin. I nearly passed out before I was able to pull over. I took the van to my local dodge dealership where they inspected it and showed me where there was such severe damage to the catalytic converter and the torch marks where someone had tried to heat it an bend it back. Vroom was the only dealer to own the vehicle after the rental company sold it to them at auction so they were the responsible party and knew about the damage. They only paid for parts and left me with almost $600 for the balance. That's BS in my book. Lying about the condition of a vehicle is unacceptable, especially if the purchase is online. 7-day return policy is BS as well. They will stall you and never refund the delivery fee. I'm filing a complaint with the Better Business Bureau and will consult a lawyer about a possible full refund of my purchase price. I could have died while died driving that vehicle and VROOM could care less. VROOM is another heartless dirtbag used car dealership with no morals.

Ashley was my rep and was no help. She just kept saying that only the parts were approved by some un-named manager. I'm betting she was the manager. It sounds like an unorganized small operation. My friend tried CARVANA with a much better outcome. I'll try them next time.

Length of Use: Less than 3 months

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

Vroom corrected the mistake and I received the check for the difference. I received several follow-up calls and emails and appreciated their commitment to ensure I was satisfied. We agreed that communication to me could have been improved and they would research and correct what went wrong in this transaction.

Length of Use: Less than 3 months

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

Outside of the salesman, my experience with Vroom was not a very good one.

They told me my car would arrive about 2 weeks after the contracts were signed but the car didn't arrive for a little under a month.

The customer service was subpar, I had to speak with 3 to 4 supervisors/managers in order to get any kind of update on the delivery status. And they were the only ones that seemed to have the order information the regular customer service representatives just told me what I already knew from the confirmation email after I signed the contract.

Overall a bad experience and I would not recommend using Vroom.

Length of Use: Less than 3 months

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

I really wanted this to be a good experience, but it was a complete waste of over 3 weeks and I'm out $600. Everyone I spoke to at Vroom was very friendly, so that's one positive. However, sales assured me that the longest it takes for a car to arrive after they receive the down payment and signed contract is two weeks.

My dad is sick in PA (I'm in NY) and I tired of renting a car to go back and forth, so thought I'd try Vroom given COVID-19. I found a car I liked at a price I was willing to pay. But 3 weeks after I returned the contract and sent the down payment I still had not been contacted about a delivery date. Every time I called they said it was at the local distributor and they'd contact me. My dad took a turn for the worse so I had to go to PA. Knowing I'd be there for several days at least, I had to contact Vroom and tell them to cancel my order. That part was relatively easy, but I was told that they would keep the $600 transport fee.

If you insist on using this company I would suggest that you demand that they provide a date that you will receive your vehicle by, and if it's not received within a day of such date that the contract can be canceled at your option without loss of any of your funds. I made the mistake of taking them at their word.

What a waste of time and money. Don't waste your time with this company if you think you're going to see the car you're buying anytime soon. Go with Carvana, who at least tells you up front when the car will arrive. I figured since Vroom can afford national TV commercials and was about to issue their IPO this was an up-and-up company, but they got me...

Length of Use: Less than 3 months

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

Would never recommend. Specifically brought up and clearly stated to NOT run my credit against all their lenders. Did it anyway. Baited me with a discount that didn't exist. Salesmen were blunt and rude and pushy when I was already planning to buy and he knew that. If I hadn't gotten the car I wanted at a price I liked I would have walked. Delivery was fast and easy and paperwork was smooth. If it weren't for the shady salesman this would probably be a 10/10.

Length of Use: Less than 3 months

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

My experience with Vroom was top notch, the entire process was flawless from start to finish. The sales was done in a total of 10 days from application to delivery. I recommended Vroom to anyone looking for a great used car.

I love my vehicle.

Length of Use: Less than 3 months

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

Delivery was a headache, but they refunded the fee.

My Tesla came with a cut charger cable, and they got me a new one fairly quickly.

That’s about the end of the good experience.

I have gone back and forth with them over my 7-day decision period about paint chips that occurred during transport, and some undisclosed paint damage under the front license plate bracket.

They keep saying "no" to paying to fix the problems in spite of their "no damage" claim on the vehicle at the time of purchase.

I should have just purchased directly from Tesla.

Length of Use: 3–6 months

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