Vroom Review: How It Works, Pros and Cons

I purchased a 2016 Kia Soul from Vroom. Shortly before the car was to be delivered, I received a call from Vroom telling me that it had been stolen during transport. I was told that Vroom would handle everything, including the loan. Michael from Vroom told me to call him if I had any questions. I have called and left messages, but he doesn’t call me back and I would like an update. What do I need to do to get someone to talk to me? Up to this point, dealing with Vroom was a great experience but the communication has been a total disappointment.

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

After a rocky start to new truck ownership, Vroom is making it right. My truck showed up with some damage that wasn’t reported before they delivered it. It wasn’t really bad but I still wasn’t happy. It wasn’t what I was expecting. It took a few phone calls and emails but Vroom is owning it. I had an estimate done and it was approved the same day. Thank you, Jessica and Diane, for seeing me through and winning over this customer!

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

Everyone from my sales associate, the paperwork team, the delivery team were very helpful and kept me informed of the progress. Worked with Francis Stapleton in Texas and Neil in Florida.

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

I had a great experience with Vroom. Super happy that I jumped on the vehicle when I did because I got it at such a good price there's no way it would have lasted on the marketplace and I would have missed out. Every single person I spoke along the way with set my expectations so that I would know what would be happening next for each step along the way. What a great customer service team. From the first gal who took the sale, to the contract team, the delivery team and the registration team. Superior customer service really. There wasn't a day that they weren't in contact in some form or fashion. I had never done anything like this before and they made it a breeze. As a matter of fact, they were able to get me financing from Chase that had an APR that was 1.25% lower than what my bank had quoted me, thank you!

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

By far the worst experience buying anything! I’m talking about worst than dealing with the cable company or your local DMV or haggling a foreigner in a 3rd world country. I bought a beautiful sports car that you have to try to really hard to screw up the sale. To start, the advertising was misleading, the one owner was a rental company! Secondly, the car was poorly repaired multiple times that you could see spry paints under the bumper and thick bundo peeling off after a few drives - we’re talking about a 2018 Infiniti Q60 here not a used lawnmower. The tires installed were wrong tires - against the manufacturer's recommendation - and the cheapest possible, Lionhart tires. The rear breaks were worn out, the gas tank was empty and without the floor mats. All of this was brought up with Vroom and the complaint was rejected.

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

Mr. James Avery at Texas Direct Auto was an absolutely amazing experience. The car lot itself is the six flags of car lots. Hundreds of different beautiful cars to choose from. Walking into the establishment you're greeted by smiles and simple directions to get you serviced. I was lucky enough to work with Mr. James who went above and beyond to make sure I got the car I wanted. There was no uncomfortable forcing of cars to buy like some other dealerships. Later I visited finance, which was actually a great experience. The financing advisor and I laughed and talked and probably within 30 minutes everything was completed for my vehicle at a wonderful rate. My experience, to say the least, was amazing. I would 100% be returning when in search for another car.

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

From the very beginning of my first phone call with Sam in the sales department to the delivery department, and finally Katheryn in customer service, as well as a few phone calls and emails in between with customer service, the entire process was nothing but high quality, positive, extremely easy, and very professional. It's the first time purchasing a vehicle online sight unseen which causes stress but everyone in every department always put me at ease and answered all my questions quickly. The reason I purchased through Vroom is not only they had the best price versus my metro area but they only deal with quality used vehicles that have not been in accidents with low miles. Also extremely important was the 7-day 600-mile return policy, the 90-day 6000-mile warranty, as well as the one-year roadside assistance. I have been telling everybody if you're going to buy a used car definitely check out the Vroom! My delivery came a day early but I didn't receive the vehicle until 10:15 pm. The truck driver was delayed throughout the day because of his trailer having mechanical issues. But he did stay in contact with me updating me as well as letting me take as much time that evening even though it was late to look over the car and answer any questions I had. I did have some mechanical issues which were taken care of through the warranty, which I am extremely grateful and another reason I'm by from Vroom again. Thank you for a wonderful auto buying experience!

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

The titling and registration process, however, is a complete nightmare! I am over 60 days waiting for my plates and the paperwork hasn’t been completed yet. I have made multiple calls over almost a month and they don’t tell you additional items are needed from you until you ask multiple times and your tag is expired. Then you have to wait for another tag while you can’t drive your vehicle. Let’s pray I get my plates before 2020.

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

I've always searched for cars online but never bought 100% online until this purchase of my 2015 Range Rover Sport. The buying experience was pretty simple and straight forward. There was some confusion on shipping and pickup dates but that was partially due to my heavy travel schedule, but Vroom worked diligently to make it all work. I took delivery and after only driving 20 miles the Engine Light came on. The car looked in great shape and was everything we wanted so I wanted to give Vroom the chance to resolve this, just like I would any local brick and mortar dealership. It took a few extra phone calls to Vroom than I would have liked, but within short order, Vroom stepped to the plate and worked with a local Range Rover repair shop and got this minor emissions issue resolved and covered all the costs.

Kudos to Jose Gutierrez, Vroom Customer Support Supervisor for his professionalism and diligence to resolve this situation. Overall great experience and would buy from Vroom again.

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

Wow. Just wow! If customer service had a face I am sure it would look like Delroy. After an online inquiry, I walked into the dealership and was completely overwhelmed by the number of people there. However, Delroy made me quickly forget that there were any other customers there and made sure I was taken care of from start to finish. I called and texted so many times, I was sure I was going to be added to the block list. He was so understanding and patient which made the process so much easier when dealing with my bank. I cannot thank him enough and will definitely be recommending him to all of my friends and family. Thanks again Delroy!

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

I found a 2017 Jeep Wrangler Unlimited on the Vroom site for $26K with 37K miles…my dream car...it was love at first sight. I spoke with a very nice and knowledgeable salesperson who helped me through the process. Very easy and straight-forward.

The next day (Saturday) I received all of my paperwork. It all seemed a little too easy so I started searching around on the internet for Vroom reviews. I found a TON of bad reviews on Vroom. At this point, I started getting very anxious and thinking…what have I gotten myself into?

I decided to shop locally to see if I could find anything similar in the same price range. Not a single dealership within 100 miles could even come close to the Vroom price. At this point, I felt like I was taking a chance but I really wanted that car.

On Monday before I sent my paperwork in, I just wanted to speak with someone at Vroom who could ease my anxiety about this purchase. I heard from several people that day who were all extremely helpful and professional. Each of them assured me that I would be well taken care of by Vroom.

Vroom has grown overnight and we're experiencing the growing pains of a rapidly growing start-up. They were well-aware of the reviews and assured me that they were putting a wide variety of plans and processes in place to assure these bad reviews didn’t happen again. They were able to address many of the bad reviews directly and put my mind at ease.

I sent the paperwork in…within 24 hours, I received an email stating they had received my paperwork and were getting my car ready for delivery. They kept in constant communication and ensured me that all was continuing to run smoothly. This was on Wednesday and they told me my car was on schedule to be at my house by the following Tuesday.

On Saturday morning I received a call from Vroom asking if I would be in the area that day between 3-6 because the were going to be able to drop my car off then if I was. Literally 3 days after they received my paperwork.

The delivery man called me when he was an hour away and brought my car right to my door. He couldn’t have been nicer and I couldn’t have been more excited.

Today, I had a mechanic take a look at the jeep to ensure that it was OK. He looked it over very thoroughly…he told me that the jeep is in like-new condition and that I basically got a brand new jeep. Needless to say, I couldn’t possibly be happier.

Buying a car online is a scary process because it’s a major purchase decision and something I had never done before. After my experience with Vroom, I will never buy a car another way.

Thank you, Vroom, for bringing me my dream car and for assuring me every step of the way.

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