Vroom Review: How It Works, Pros and Cons

I had some trouble with delivery. Michael in customer service called me to discuss after the dust settled. It meant a lot that he followed up with me to help. I absolutely love my truck though. It’s better than I anticipated.

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

I purchased an Audi A5 2016 on November 8th, 2019. It is now December 6th, 2019 and I STILL do not have a drive-able vehicle. The delays in the purchase because the original salesman was "out of office" multiple times with no responses which somehow became my problem and took 2 weeks alone. When I finally had enough and went through someone else with Vroom the paperwork was done within a couple days as I expected originally. However, during this time I was forced to spend over $500 in a rental car. I then forked over another $500 for shipping which said it would be delivered on the 29th of November. I then got delayed 3 days and received the car on the 2nd of December. When the car was delivered the driver said "I could have had it here sooner as I worked every day and this has been sitting on my lot since the 26th with no information from Vroom"...Great.

The car came, a couple of small chips in the paint which I could understand being used and didn't make it a big deal. Continued to inspect the car and felt some shaking in the left front wheel, drove it around and sounded extremely loud. From there I knew I needed to get an inspection and paid OUT OF MY POCKET to have this inspection done ($149). The mechanic said it was in decent shape overall, some rust underneath (which, being fair, is to be expected being a Florida car), however, he said something didn't sound right on the test drive and believe it be alignment and wheel bearing. Upon further inspection he found the left wheel bearing totally shot and advised me NOT to drive the car at all or it will do much further damage to the rotors, breaks, bearing and alignment which I agreed.

Here I am 3 days later, still waiting for Vroom to tell me what to do on this, without a car again and had to pay another $120 for a rental for this week not knowing how else to get to work. The customer service team has no means of communication between each other, I completed a call with one agent and another called me just minutes later starting from scratch and having to reexplain the whole issue. I was promised a call back after providing the quote and never heard back, when I called the next day the person had no idea and says oh yea I see some document here but it won't open...WHY would no one call me to share that so I could resolve it which I did within minutes.

I've now spoken to 4 different persons from service with NO resolution on compensation for the whole thing or how to get my car fixed. I find this extremely disappointing as I was excited and am a very reasonable person who works in the service industry and never complains until it hurts my pockets deeply. I'm now $648 in rentals in (to be fair I would have paid 1 week on my own so only ~$500 Vroom's fault), paid a mechanic $149 to inspect and Vroom is refusing to compensate for any rental. They did compensate for the bearing which is their attempt to get me to keep the car only and not any actual service recovery based on the issues faced. I'm still in the hole an extra ~$650 due to extended rentals and mechanic fees.

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

Would not recommend or ever buy again from Vroom. After purchase, I had received an email stating the car was in final inspection and that I’d be receiving updates on the process and delivery confirmation within 5 days. Seven days passed, no emails no updates. Finally, on day 8 I received an email that it was going to be delivered that same day. I had already called on day 7 demanding to know what was happening and obtained their driver's phone number since it was already en route and I was not notified. Upon delivery, the car's interior, inside doors and door jams were filthy and very obvious the car has been sitting for weeks in a lot and had not been detailed. This vehicle also did not come with a recent oil change so upon delivery, I also had to drop another $100 for that! Original vehicle description also listed a sunroof which it does not have.

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

This site was recommended by my brother who’s a mechanic. The assortment of vehicles is truly amazing. I was able to get exactly what I wanted. These people were very helpful. They helped from start to delivery. Even the driver was helpful and really courteous. I was hesitant about using this site, but don’t regret it at all. I highly recommend this to many friends from here.

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

I did not realize catch that buying a car could be this easy! From getting financed to receiving the car, this has been the best experience. I didn’t have to deal with a high-pressure salesperson. Vroom communicated with me throughout the process and I received the car within the timeframe they told me. Buying a car could not go any smoother! I love the car. Thank you for making buying a car fun, the way it should be!

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

I had no problem with this transaction. I started with a trade-in evaluation, I received a fair value, then I decided what vehicle I wanted, then put it all together for the perfect deal. It took less than 10 days to receive my Mazda and at the same time they took my trade. This was a very smooth purchase and as a bonus, my CX-5 didn’t have a scratch on it and it was very clean, a real gem. Based on my experience I highly recommend Vroom.

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

Seemed promising at first with their available vehicles, pricing, and friendly salesperson.

It has been the worst car buying experience we have ever had. Please run as fast as you can away from Vroom. Their customer service, after you purchase a vehicle, is horrible. Each person we spoke with about the same issues we were having had no idea what to do or how to help us. It took over a week to figure out how we had a vehicle in our driveway that we had yet to pay for, but Vroom’s system said it was. They also use contractors to ship their vehicles. Ours showed up filthy on the outside, mud-stained on in the inside from transferring trailers, and with a tire that was nearly flat. Maybe you will have a pleasant experience, but trust us, the chance of the headaches of a bad one aren't worth it. Buy local and in person; it’s worth it for this kind of investment!

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

Before I get into the reason I would never let my dog buy from Vroom, let me first say that the car buying process is very simple and enjoyable. I had several questions about the vehicle before I purchased it, and they were able to send me and email of detailed answers. Kudos to the sales department.

Once the vehicle arrived, the problems began. I found online a 2018 Toyota Tundra that had approximately 10,000 miles on it. The first day driving the vehicle and turning on the radio, I noticed that there was a piece of paper in the speaker that was buzzing in the front passenger door. Upon closing the door I also noticed that the door had a rattling sound and did not close correctly. Since the vehicle was under the factory warranty, I took it to my local Toyota to have the paper removed and see what was wrong with my door. The technician came to me and asked me "Did you know that your door face had been completely replaced'? I told him "no, the Carfax and description of the vehicle said no such thing and especially no bodywork repair". Upon inspection, the entire door skin had been replaced, the drip check seam sealer had been ripped off, there were grind and sanding marks to the door itself, and there were spots where the door had been poorly repainted, and the door did not line up right on the outside when closing. Vroom, states on their website "Every Vroom vehicle must pass multiple inspections for safety, mechanical, and cosmetic issues before it is sold. If a vehicle does not meet our strict retail standards, we do not list the vehicle for sale on our website." Evidently the inspection must not have been very thorough.

After bringing these issues up with a customer support specialist I was told to go get a quote from the Toyota collision center so the issues could be resolved. I was told verbally over the phone to get the estimate and vroom WOULD FIX THE VEHICLE. This was a lie. To fix the door, the estimate was approximately $1,250. Vroom reaches back out to me a few days later and threatens later that I need to sell the vehicle back to them or I would be stuck with the repairs myself. I had searched for the vehicle for months and found exactly what I wanted, so I didn't want the vehicle to be taken away, I just simply wanted my door fixed. Vroom replied saying that it cost too much to fix the door, and they would set up for the vehicle to be sold back. This was obviously not what I wanted, and I did not understand why they would be willing to pay more money to send it back, and have a damaged vehicle they would have to fix or send to auction to lose money.

After I refused for them to take the vehicle away from me, I had to get on the phone with higher-ups and they finally told me they could give a maximum of $500 to go towards the damages. In the end, I was responsible for fixing the damages on my truck, and Vroom got away with not having to fix the vehicle except for their $500 contribution, which was just a drop in the bucket of what the damages actually cost. Congratulations Vroom, you sold me a damaged vehicle and swindled me into paying for the damages. Would never recommend!

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

Everything went great up until they got my money. I was told I'd receive a call within 5 days to set up a delivery date. On day 6 I grew tired of waiting and called them. Delivery date was set for a Monday (10 days after purchase) and told I would receive a call on Sunday with a delivery window. No call on Sunday so Monday (tired of waiting again) I call and ask for a window. No delivery today it will now be sometime Tuesday (they don't have a window again) but they will call me later with a time frame. Get a call on Monday evening that my car will arrive on Tuesday morning. Get another call later Monday evening that there has been a delay...Wednesday delivery. No time frame. So it's going to be a minimum of 13 days after paying my car before it arrives. I'm told the title will arrive between 2 and 6 weeks after delivery but only have 30 days to title the car so could very well get stuck paying a late fee and probably will based on my experience so far. They did a great job until they got my money. Now there's no urgency and little service. Barely an apology for my "inconvenience".

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

I received great customer service until after the purchase. Since that time I have had nothing but problems starting with the delivery. Now I have had the car less than 2 weeks and it will no longer go into gear. When I call about it I am being passed from person to person, no one wanting to take ownership. I have finally been able to get it towed, but if it cost more than $100 I have to pay the difference.

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

Best and easiest way to buy a car! Went to CarMax first and Vroom blew them away with excellent and fast customer service. I will definitely buy from Vroom again. Quick, and just as promised.

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