Vroom Review: How It Works, Pros and Cons

I contacted Vroom to buy one of the cars on their website. I asked it it had everything. The salesperson verified that it did. I made the purchase and when I received the vehicle it only had one key and did not have the remote for the DVD player. I contacted them about the items. They said that the vehicle only had one key and that was in the documentation. I looked carefully at the online documentation and in the paperwork that I had and it did not state that there was only one key. However, they stated that the remote for the DVD player should be there and that they needed to provide it. I haven't heard back from them regarding either issue. I ended up returning the vehicle because I did not want to be stuck with a vehicle that did not have all the equipment it should have had. The equipment (key and remote) would cost me approximately $800.00. Who is going to spend thousands of dollars on a vehicle only to be hit with an $800.00 bill? It's going to cost me $450.00 to return the vehicle but it is better than paying an additional $800.00. Buyer beware!

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

Gave 5 stars because it does not allow a higher rating. Had a phenomenal experience buying my dream car from Texas Auto Direct (Vroom). Specifically, the salesman who sold me my car, Joseph Akuechiama (Mr. Joseph A.), did a fantastic job and I am forever thankful. After 3 prior test drive visits, I walked into the dealership with plans to test drive and hopefully buy a car. Mr. Joseph A. was extremely patient and understanding, explaining everything about the vehicle and purchasing process. I enjoyed doing business with Joseph (Texas Auto Direct). I'm thankful for an easy buying process and a great deal for my Audi A6. I will definitely recommend as well as go back to see Joseph again for future purchases because of his excellent customer service and valued knowledge.

Also, I would like to give kudos to Mr. Thomas (finance department) for all his help as well.

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

"Louis" at extension 4054 makes endless and false statements! I challenge management to review every one of his "recorded" phone calls, and look to see how long it takes for him to process a return! I called ONE day after the arrival of my initial vehicle requesting a return (and promised, 7-day satisfactory guarantee refund) and it took HIM more than 7 weeks to "swap" a different vehicle for me! This caused me excessive and unnecessary rental car fees. THEN after MANY phones calls, promises, reassurances, and more LIES, he guaranteed a refund check had been made to the bank for the promised refund. UNBEKNOWNST to me, I was THEN sent to COLLECTIONS! I have NEVER been late on ANY payment, EVER! I had to call the bank myself and was advised that Vroom/Louis didn’t even contact them until that given day, which was yesterday, to cancel a loan from NOVEMBER! EVERY single time I called to confirm the back loan had been refunded and promises were made that it had (I phoned over SEVEN times), Louis always made promises to call me back and NEVER did! Vroom will call you endlessly, SEVERAL times a day to get you to purchase a vehicle, but will NEVER do what is necessary thereafter! Yes, one may think the 7-day guarantee is a reassurance for a bad purchase...or in my case, a "one-owner" vehicle that was a RENTAL car! But don’t be fooled but the 7-day guarantee, you will end up without a vehicle for months, excessive rental car fees (so you don’t exceed the 250 mileage) or going to COLLECTIONS because they did not refund the original loan from their suggested lender...and get this...that particular vehicle that I returned and they did not refund...has bee RE-listed on their site for sale for 2 WEEKS! Sounds like fraud to me! In this case, I still own the car; as the loan and title are still in MY name! Do not WASTE your time with these EMPTY promises!

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

My name is Ashley Murariu. When I first began looking at Vroom's website it seemed like the website was a great way to buy my first car. I picked up the phone and called a sales rep, his name was Devon. Devon helped me buy a 2013 Mercedes-Benz C class. After speaking with Devon the contract came in just a few short days and the car came soon after, but this is where the problems started. I signed the paper for the vehicle, got into the car and the engine light was on! I had to drive the car to my local Mercedes dealership where they did not want to give me any information about the vehicle and why the engine light was on. Later I found out that Mercedes-Benz never recalled the vehicle and Vroom has sold it to me with the engine light on and everything.

I immediately began calling Vroom customer service numbers and I spoke to Chelsea Rice. Chelsea said she'd send over all the information to my loaner about the new vehicle I wanted to swap out with the Mercedes-Benz. Well, this process took almost a month, I waited and waited and never heard anything from anyone working at Vroom and every time I called they kept telling me that I needed to be patient and that they needed to wait for the bank. Finally, after almost a month of not being able to drive the Mercedes-Benz and not having a car at all to drive, I finally received a call from someone named Patrick. Patrick took down all my information AGAIN about the vehicle that I wanted to swap for and after many weeks of waiting, Christmas day I received the vehicle. I was reassured by Patrick that everything would be sent to my loaner and everything would be updated and set up for my payment and I thought the worries were going to finally stop. Although I just received a call from the bank I am financing the vehicle with and they asked me for my monthly payment on my MERCEDES-BENZ C CLASS! I am now currently fighting with Vroom and everyone on the phone because every person is telling me that my loaner has received the new contract but my bank has said that they didn't. Clearly someone doesn't know how to their job.

Vroom has done nothing but ruin my first experience at buying my very own car. Every single person I've talked to did not help me at all and they don't do their jobs nor try and help their customers. Please, if you're thinking about buying a car from Vroom, DON'T DO IT! Save yourself the stress and headache. Vroom is not a good car dealership!

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

I had never purchased a car online prior to this one. We decided to try it because we hated going and sitting in dealerships while they go in those back rooms and do whatever that takes forever to do back there. Overall, I liked the purchase process. They matched a rate from a competitor bank and they matched the trade-in from Carvana. My sales guy was awesome. BUT It took longer than expected to actually get the car (almost two weeks).

Upon delivery of the car, I noticed that the heated/ventilated front seats, heated steering wheel, and rear heated seats did not work. I immediately called customer support (which as a whole varies in the quality of the person who you get...most are not great at their jobs). The guy I got was great and respectful though. He wanted us to try to use the initial warranty you get with the car - to me this made no sense since it was delivered faulty...but that is what they made me do. They had me take it to a Chrysler dealership (they agreed to pay the $175 diagnostic fee). I then became a secretary between Vroom and Chrysler, which SUCKED. Everyone was slow, and I was trying to get it done before my 7-day return period so I could return it if they wouldn’t fix it. It was hard to get ahold of both sides. Terrible experience.

The problem ended up being RODENT DAMAGE - so much for that multi-point inspection they claim to do. The issue was going to cost almost $5000 to fix. AND as delivered, the mechanic said the car’s passenger-side airbags would not have deployed in a crash due to the rodent damage. At first, Chrysler told me it was going to be $500, and Vroom agreed to fix it. While doing the $500 repair, they found the bigger issue which was going to cost an additional $4000. Vroom then said no to that, and they told me to exchange/return the vehicle. I then had to go back and forth between Vroom and Chrysler to get the $500 of work Chrysler did paid for. Thankfully, Vroom finally agreed to pay for it - kudos to my support guy.

I found another vehicle that I traded the bad one for. They didn’t make me pay an additional shipping fee. Even though all of this happened, I would still buy another car online...but maybe not through Vroom. Also...word of the wise...before signing for the vehicle at delivery...do a full inspection, especially of the wiring under the seats. You never know what has been chewed up.

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

Vroom was amazingly simple and everyone that I worked with was very knowledgeable and very helpful! Our entire process from ordering right up to delivery was probably 2 weeks and that includes holidays.

I would definitely recommend and I personally will use them again!

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

It started off a great experience, everyone was very helpful and nice. My new car was delivered exactly when they said it would. Communication was great. But as soon as my car was delivered and they took away my trade-in, things have quickly turned into a nightmare! It has not been over 3 weeks and they have still not paid off my trade-in. Keep hearing the same old story from them that this is not usual...and that they will call me back, which they never do. This is completely unacceptable.

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

Unfortunately, this was my 3rd purchase from them and the last 2 were damaged during delivery. They did eventually cover the first time but now the second time they will not do anything. Very poor customer service especially for a customer who bought 3 vehicles from them. So basically I was charged $500 for shipping, cost me an extra day of work and now need to repair car myself.

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

Easy online searching and reasonable purchase process. The car was delivered on time and in good shape. Customer service is where improvement is needed, I had to forward private information like copies of drivers license and trade-in title at least 3 times because their system didn't pick them up. I heard nothing from them for 3 days after the car was paid for. When I called to inquire, the agent promised to call me back, but never did. I called again the next day to learn that the car was on its way to me and I would receive delivery timing. The following day I received 2 phone calls and 2 emails with an approximate delivery time. The next day I heard nothing until the car arrived in the evening.

I soon discovered that I had not received a bill of sale or any other paperwork. I called and was told it would be sent out by email attachment immediately. I called back the next day since it had not arrived and received another promise. This time the attachment came. In preparing to go register the car, I realized that the title had not been provided. After 2 or 3 more phone calls I was informed that this would take another 2 to 4 weeks.

If I had known what to expect and received prompt replies to my questions, there would not be any issues. However, at this point, Carvana would be a much better choice for online car buying.

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

Refund process was handled very quickly, which I appreciate, but I wouldn’t buy a car this way again.

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

Vroom gave us $4000 more for our trade-in than any dealership and had the best price on the Pacifica we were looking for with 8 passenger seats. They paid our old car loan off promptly. The van arrived ahead of schedule. And it was in great condition. There was one hiccup with the listing that said it had powered sliding doors and it didn’t. But Vroom sent us a check and mailed it out quickly for $1000 to make up for it. We loved the experience. I was nervous because of all the bad reviews but I just kept on top of it and called customer service every couple of days.

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