Vroom Review: How It Works, Pros and Cons

Super deal on cars. Horrible follow through, closeout on documentation and communication beyond delivery. Buyer beware. It has taken me well over 100 days so far and I know for a fact that my state had registered and plated the car almost 40 days ago.

The Vroom team hasn't reached out to advise of the situation, rather I am calling them, reminding them and trying to speak to anyone in charge who can close the deal simply by getting me my registration and license plate.

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

The purchase of the vehicle was quick and efficient, completed within a few days. However, the trouble really began with the delivery of the vehicle. I was told I would receive daily updates during the transportation period, which I did not. The first "update" I received was the day before the delivery was originally scheduled. The support team informed me that my delivery had been delayed with no explanation as to why. What made matters worse is the team members I spoke to didn't seem to care about the impact of the delay nor concerned about remedying the situation. This became the norm over the next few days as I continued to receive news that the vehicle was further delayed with each passing day. After several calls to the support team with unclear updates, I asked to escalate the issue to a supervisor. Once I was in contact with the Supervisory team, there was a clear difference in the way the staff handled the delay. The supervisors I was in touch with were much more professional and helpful, followed through with communications and showed concern for the continued delays. They were able to get additional information about why the delivery continued to be delayed, beyond the 10-14 day window Vroom touted throughout the purchase process and stayed in touch through the remaining delivery experience.

On the day of delivery, despite the numerous confirmations of the scheduled delivery window, the vehicle showed up outside of that delivery window with little prior communication. The vehicle was filthy on the outside (not incredibly surprised due to travel), however, we were surprised by the number of dings and scratches discovered on the vehicle. The interior was unkempt and smelled unsavory. We even found personal items from the previous owner left inside the vehicle. This created concern that the vehicle was not inspected at the level Vroom indicated in previous correspondence.

There have been several reviews left for Vroom online that were unfavorable but I was hopeful those were the exception to the rule. Unfortunately, my experience seemed to mirror many of those unfavorable reviews. I am extremely disappointed by the level of service provided and after having the vehicle in possession for nearly 2 weeks and reaching out to Vroom concerning this experience on several occasions, I still have yet to hear back from a representative regarding any of my feedback.

Not only will I not be returning as a customer, I would not recommend Vroom to anyone until there has been a clear overhaul of the customer experience.

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

1. I like the fact that purchasing doesn’t involve having to physically go to a dealership - purchased right from the comfort of my couch.

2. Vroom should provide a step by step guide as to what to expect when purchasing. Such as the documents you need once you begin speaking with a sales rep. If trading in you need specific documents/items that they will ask questions about.

3. If you aren’t financing through Vroom, they make you go through the entire process yourself for tax, tag, title, etc. Unlike Carvana where it doesn’t matter if you finance through Carvana or your own bank, they will still manage the tax, tag, title, like a regular dealership would.

4. You have to go through the entire process of purchasing although they allow you 7-day/250-mile return/exchange. I wish they would reverse the process similar to Carvana.

5. If this exact car were on Carvana’s website at the time of me purchasing, I would have chosen Carvana over Vroom.

6. I didn’t like my sales rep for several reasons, but the main one being he said he wasn’t allowed to disclose information on the work that had been done to the car to make it up to standard. But I called the next day and spoke to someone else who was more than happy to share the information.

7. Vroom needs to switch to 100% DocuSign. Had a few mistakes in my paperwork and kept having to overnight the documents which delayed the process even further.

8. The car itself is exactly what I expected, just the Vroom process needs to be worked on in some areas.

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

Vroom was wonderful throughout the whole car-buying process! They answered all of my questions and communicated with me frequently to give me updates. When my car arrived, it was nearly flawless. Everything was clean and was in excellent shape. I did, however, have a nail in one tire upon arrival. The Vroom support team was wonderful to work with and paid for the repairs. I was very wary to order from Vroom because of some reviews I've read, but I cannot say enough good things about Vroom and my car buying experience!

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

I purchased a 2015 Porsche for $40,000.00 and 24k miles.

1. The Carfax and the advertising on Vroom identified that the car had 5000 miles and 9 months remaining on the factory warranty. This was false. It had expired 1 year earlier.

2. The car arrived filthy dirty with mud on all 4 tires.

3. The windshield had a 16" crack across the front that was not in the online photos nor noted in the advertising.

4. When I took the car to a Porsche mechanic to inspect, the inspection revealed that oil was leaking from the oil pan and had a leaking gasket and plug, and at least two sections of the car had been repainted.

Other than that, the car is beautiful.

I contacted Vroom about having the windshield replaced. I also sent them an estimate from the Porsche dealer, as I have read and have also been told, do not let a non-Porsche trained repair company handle the replacement. That was 6 days ago, and now I must decide on the 7th day if I want to return the car or not. I have nearly $1000 invested thus far in inspection and cleaning fees. Needless to say, I am not happy. Further, Vroom is pushing a non-Porsche specific vendor for the window repair. I could have done better on Craigslist, on my own.

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

From the beginning to the delivery this was a very smooth process. I was kept well informed of the process and where the vehicle was in the delivery chain. I was a little nervous buying a car online, but with the warrantees, it made me feel confident I was making a good decision. This was all confirmed once I got the car.

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

I had nothing but a terrible experience with Vroom from start to finish. I purchased a 2015 Jeep Wrangler Unlimited from them. The issues started with the delivery when the car was delivered a day late. They never kept me updated on the delivery status but I instead had to keep calling and was eventually told it would be delivered the next day. Once the vehicle was delivered the only place I ever drove it was straight to the Jeep dealership near me. Vroom did not fix the outstanding airbag recall on the vehicle prior to shipment and because of the return policy, I wanted it inspected. Immediately it was discovered that the radiator was cracked, the rear axle seal was leaking, there was a nail in the tire, severe rust damage to other parts of the vehicle, and a great deal of other problems totaling about $5,000. I contacted Vroom and was advised to return the car as they would make me jump through hoops to get any of the necessary repairs approved. I began the return process which I was told would be "painless" for me. Wrong again. I was told the vehicle would be picked up Monday. Monday came and went and nobody ever contacted me to pick up the vehicle.

After countless hours on the phone with them and only under the threat of lawsuit did Vroom finally get a driver to pick up the vehicle, once again a day late. I spent days getting the runaround, was completely lied to about the "inspection" that is performed on the vehicle and was sent a car that was physically unsafe to drive from the moment it was delivered. Vroom intentionally dodged my phone calls and questions and made this process as difficult as possible in every way. Only after threatening to sue for the intentional infliction of emotional distress was any action taken by them. I am absolutely disgusted and appalled at their business model. Do not buy a car from them, they are cheap because they are completely unsafe. Spend the extra money at a REAL dealership.

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

Bought a 14k mile BMW M3 with a bumper that was substandardly repaired. Also all 4 tires started leaking air from the rims because the finish is coming off from the inside of the rim. I had no way of seeing this damage when the unit was delivered. Vroom did repair the bumper and the 1 tire that I knew was leaking. They had me sign a document releasing them from the situation. The 3 other tires started leaking the week after and I had to have someone disassemble all 4 tires to find out they all 4 had the leaking issue from the interior wheel damage. Vroom now refuses to assist with the issue. I do not recommend. Poor quality standards.

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

Will never recommend Vroom to anyone. I paid cash for a 2018 Mercedes Benz CLA250. Had to keep calling to see when the car was going to be delivered. The car was delivered to me at 8:30 pm, could not look over the vehicle. While driving the vehicle home, the service lights came on stating the vehicle was 134 passed due for service. Vroom was notified of this and instructed me to take it to a dealership to have a diagnostic done. After doing so, Vroom refused to pay for the repairs. Told me if I didn't want the car and wanted to do a buyback, I was responsible for the repairs. But if I keep the car they would pay for the repairs. In Vegas if I would have serviced this vehicle before selling it this all could have been avoided. Their representatives had attitudes because I wanted to return the car, because they did not honor their own contract agreements. Vroom basically forced me to keep this vehicle. I would have been out of another $1000 just to return the car from their restock fees and me paying for the repairs. So never again and never will I recommend Vroom.

I also reported this to BBB.

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

After being notified by FCA of pending re-acquisition of my troubled vehicle, I began the search again after only seven short months. I was contacted by FCA's advance agent regarding the buy-back and offered an in-kind replacement. Given my dealer experience, no way. I had narrowed down to two brands I wanted to look at. Rather than have to drive 100 plus miles to look at a vehicle, haggle with the dealer, and everyone associated with the sale, I pulled the trigger on Vroom. The 2018 Nissan Titan has half as many miles and was purchased $6,000 less than similar listed vehicles within 250 miles of me! Ten whole days after completing the transaction my vehicle was delivered. And it's perfect. I couldn't be happier. No, I'm not sending it back for a 7-day refund, and that expires today!

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

BUYER BEWARE!!

UPDATE 01/16/2020: Don't let their canned responses to reviews like this fool you! They called me to say there is NOTHING they are willing to do. This car has clearly been in an accident in the rear, and Vroom refuses to remedy the issue! If you are looking to purchase a car online, I highly suggest one that calls out ALL of the damage on the car! If Vroom wants to step up and do the right thing, I will update this review.

I will let Vroom respond and I will provide updates if they choose to take care of the HORRIBLE repair job that was done previously on the car (2018 Audi S3 @14k miles).

While the first purchase in Vroom happened in 2018 and was an overall decent experience, my second purchase in late 2019 was a terrible experience. First off, the sales portion of the transaction was fine. After I decided on the car and purchased it, everything went downhill.

Delivery:

This was terrible. There was 0 communication from the purchase on when the car was going to be delivered. After about 2 weeks of waiting, I received a call and email stating the car was coming the very next day. The morning of the next day (Friday) I received a call saying the car was being delayed until Saturday. Later on Friday, I received yet another call stating the car was in fact going to be there Friday night. This is difficult when you work for a living, especially if you have a life outside of buying cars.

Issues:

When it was delivered, the car came FILTHY! It literally looked like it was a flood-damaged car. The car was delivered in the Midwest, and there was no way to get the car washed as all car washes were closed due to the weather. On top of this, the car came with summer tires only (not stated anywhere).

When you receive a car that you cannot see any damage, and you can't even drive it, it is difficult to commit to keeping it. However, I warmed up my garage over the next few days and tried to clean it up to check for damage/paint.

I found many poorly repaired spots on the car with some dents. I contacted Vroom within the 7 days and they agreed to repair what I did find - however, it was like pulling teeth! While the car was in the shop and undrivable for the first 3 weeks I owned it, I could not look it over more. When the car came back from the shop, they pointed out the rear bumper was one of the worst hack jobs they have seen! Mind you, this was a $36k Audi, next to "new" Audi that I couldn't actually look over properly because of the condition the car came in.

Once the reimbursed the body shop for the repairs they initially agreed to, I contacted them about the rear bumper. Vroom has not returned my calls/emails. They have CHECKED OUT. After repeated attempts, they have not returned my emails/calls.

Overall, I like the car, but the damage was not disclosed (they tout "Clean CarFax" what a JOKE!). Not only was the damage not disclosed, there was no way for me to see the damage when delivered!

I want the rear bumper repaired by a professional, not the spray-paint Vroom used to take low-res pictures on their site.

I will update this review if Vroom decides to do the right thing, and repair the damage not disclosed for a repeat customer.

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