Vroom Review: How It Works, Pros and Cons

Vroom treated me very well. My Customer Support person was Ashley (X6026). She was very courteous and knowledgeable. I chose the 2017 Jaguar F-Pace 35t AWD SUV. Very nice SUV. She walked me through the entire process.

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

Everything was positive until the delivery of my vehicle. Given it's transported on a truck, I expected the car to be dirty on the exterior, but I don't think it's acceptable to have the interior disgusting and appear just as the previous owner left it. Their contact information was still saved to the console (privacy issues, anyone?)! The car was delivered with the low fuel light on so I immediately stopped as a station to fill up and knew something was wrong. The car wouldn't allow more than 3 seconds of gas to pump at a time. I tried multiple stalls thinking it was a gas station issue, but it turns out it was the vehicle. I bought a 2018 BMW and assumed it would be thoroughly looked over before delivery since Vroom claims each vehicle is "reconditioned." Between the filth/interior smell, lack of gas, gas tank issue, and rattle from damaged panels in the back, I'd assume this BMW sat on a lot after being purchased at an auction and wasn't touched again until it was picked up to be delivered to me.

Fortunately, I live close to a BMW dealership, but I spent an entire business day worth of my time going back and forth between all of the issues. I had to pay out of pocket to have the panels inside the car repaired (not warranty) and the burden of proof of the money I spent to clean the car plus the warranty work was on me to provide to Vroom. Barely an apology or acknowledgment of the time/effort/headache I had to deal with over the two-week process of getting everything fixed. I was never compensated for replacing the micro air filters to remove the musty smell.

Then it takes nearly 3 months to receive my vehicle registration/tag. I specifically emailed the customer service/registration team advising them to update my address and no longer use the prior for mailing. What do they do? FedEx my tag to an address I haven't lived at in two months and don't even bother to tell me they sent it. Fortunately, the new resident contacted me but let's add another inconvenience of me driving an hour across a city to resolve another oversight/issue from Vroom.

I would imagine if you're lucky enough to receive your vehicle issue-free, then this could be an easy way to buy a vehicle. But there's no guarantee, even when purchasing a newer model car, that Vroom has actually done their job at reconditioning on any level and that you won't experience a similar nightmare.

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

Had a great overall experience with Vroom. My salesperson, Tyler, was great and financing was easy. Communication, in the beginning, was top-notch, shipping was fast, and the vehicle arrived in immaculate condition; it was hard to even tell it was a used vehicle. I was disappointed that the truck came with only one key, but they fully disclose this with each vehicle so I knew ahead of time. I was unaware that my key is over $500 to duplicate, so this is a bit frustrating. I don't understand why none of their vehicles come with both keys.

My other issue was with title and registration. It took two months to get my plates as I let them handle registration, thinking I could avoid going to DMV. Still had to go to DMV for a vehicle inspection (was not told this ahead of time), so really I could have done the whole thing myself and had plates in about 3 weeks. The communication in this department was very poor and it was very hard to get a hold of anyone for status updates, which they said they would provide.

I would recommend Vroom for your vehicle purchase, just handle registration yourself.

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

My last contact with Vroom was on a Tuesday, the following Saturday morning I got a call from Vroom and was surprised to hear that they were approving the reimbursement of the tire. So in the end they did come through with the tire and I greatly appreciate it. I'll recommend Vroom but will tell of a little frustration. Still love the car!

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

WHY 3 STARS:

- Vehicle was a dirty mess inside and out upon delivery.

- Vehicle had a mechanical issue upon delivery which took 5 days to diagnose and repair. Vroom is not willing to provide an extension for the 7day/250 grace period to return the vehicle, even when they deliver a disabled vehicle.

- Part of the service fees were for detailing and for a certified technician to inspect the vehicle. As the vehicle was a dirty mess inside and out and that it was delivered with a mechanical issue, I doubt either occurred.

If Vroom was in agreement and accepting to provide me with an additional 7-day/250-mile purchase commitment grace period from the date the vehicle was out of service. I would have for sure provided a 4-star rating if not 5, and I wouldn’t have spent the time to detail the notes below. But if the mechanical issues were not resolved within 6 days, I would have been forced to return the vehicle not knowing what other issue it may have.

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

The overall experience is unprofessional and frustrating and I feel mistreated and taken advantage of.

The initial customer service was ok, they have the setup right but the execution is far below standards. After I chose my vehicle I still had to haggle final pricing and excessive added fees that reminded me exactly of any other dealership I have dealt with, so the experience was not as advertised. The trade-in value for my former vehicle was good but the purchase vehicle price was over market value until I waited long enough for it to fall to an acceptable level, just like any other dealership. The "scheduled" delivery dates changed 5 times over 14 days and when the final delivery date was set, I had to take off work because there was a 12-hour window for time of arrival. After calling 3 times throughout the day to attempt to determine the delivery time and being promised by the "delivery specialist" that it would arrive that day it was rescheduled for the following day. This required me to take another day off of work to receive the vehicle. The delivery team failed to ensure the delivery of the vehicle and failed to properly update me with the needed information to save me the trouble and time. Regardless of the driver and dispatch company's failures I was never updated and had to prompt the Vroom team constantly.

Then when I finally received the vehicle it was so incredibly dirty that I couldn't properly check it for damages. I had to wash the windows just so I could drive it to the car wash and wash it three more times before I could see the paint and accessories. I was told the vehicle would be detailed when it took you 5 days to do the inspection prior to delivery. And that it would be shipped in a closed container to avoid further dirt and damage while In transport just like on the TV commercial. That was a blatant lie.

Then on top of it all, I was told they would have my trade-in truck picked up at the same time as the drop-off. However, they left it at my house for 5 days. When I called to ask about this your customer support told us "it happens" and I should await another "scheduled" pickup. Only to be surprised to receive a call from a truck driver that they were awaiting my arrival on a vehicle pickup that I was never informed about. This is unacceptable and I have no recourse for this bad business. I have requested resolutions and shipping cost refunds, or anything else other than worthless apologies to no avail and I am at a loss for what to do next.

Vroom is happy to take my money but once the paperwork was signed I have been left in the dark and at their whim to the entire process. They took the maximum allotted time with minimal effort. Other than the pointless verbal assurances, the written promises were loosely upheld and followed. The inventory and accessibility is the only benefit to the company model. They offer sub-par shopping experience and need to focus more on customer service and inclusiveness. As an online company, they lack the physical "handshake", comfort and reassurance offered by standard brick and mortar dealerships, so some type of trust is imperative. I had so much hope and expectation of this being a happy experience but I am left with a bitter taste in my mouth. I guess I just expected too much in this day and age and Vroom is just another disappointing example.

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

While it is scary to purchase something like a car unseen, I got exactly what I wanted. No dealer anywhere around could compete on the price. This company has a reputation to up hold and what the owner gets on the delivery side is going to decide how happy that new owner is. Shipping took 5 days. I am very happy. THANK YOU VROOM.

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

At this point in time, Vroom just has not got their act together.

Buying a car sight unseen is just not a good idea. The car I received was shipped with only one key fob. Our local ford dealer charges $179.90 for a replacement. The windshield is cracked, it also looks like it was sandblasted. No jack or tire changing tools. Why would anyone remove these? No fuel in the tank? Customer service is non-existent. There is a positive side. We saved a little over $4,000.00. As compared to our local Ford dealer.

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

As far as the buying experience goes, it was smooth and quick. After the papers were signed it went downhill.

They promise to keep you updated about the delivery. Every day I got an email from someone new. When it was 24 hours out I replied to the email asking for a delivery window (as is promised per their emails) and I received no response so I called the following day and all I got was "we'll have the drive can you soon with an estimate." The drive finally did and delivery went smoothly with him. I was less than impressed, however, that I had just spent the better part of $40K to be delivered a vehicle that was extremely dirty from the trip (to include a temp tag that had endured the bring if the storms along the route and was already falling apart) and to find that I had less than a quarter of a tank of fuel (under 60 miles to empty according to the onboard computer). So, on the day of delivery, before I could even "show off" my new purchase, I had to spend another $80+ to wash and fuel it.

It took over 24 hours for then to follow up on the delivery and that was only through automated emails. When I replied with my displeasure (via email and through their own surveys) I was again greeted with nothing but an automated response. Customer service is non-existent.

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

I thought this was going to be a great experience and then things got ugly when my Jeep was delivered. First of all, the battery was dead and needed to be jumped to get off the trailer. Not a big deal but the battery would not hold the charge so I needed to replace it on day 1 for $260. Then while driving it for the first time the right tire was making a whomp whomp sound as I drove. So I had to spend a half-day having the Jeep inspected. What was thought to be a bad barring turned to be cupped tires. This Jeep has 35-inch tires with 15 mm tread and tread was measuring uneven and 4 mm, Firestone Tire recommended replacing all 4 tires. While purchasing the vehicle I was told over the phone the tires were basically brand new and it Vroom's policy to replace any tires under 40% tread. So I sent the report and estimate and photos to customer service and they claimed the report was insufficient and the photos that showed 4mm of tread with a ruler were not convincing. I was told they felt the tires were fine when they shipped the Jeep. I guess they lost over 15% tread on the trailer being delivered. Now I have to spend $1800 on new tires for $30k Jeep I bought because Vroom lied to me. On top of that, there is a puddle of oil in my garage because the rear main seal is leaking. They are nothing but a slick used car sales company with no face to face accountability and hide behind emails. DO NOT BUY FROM VROOM.

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

Do not buy your car from these crooks, you will regret it. Read the reviews, all of the reviews, not the BS good reviews they post for you to see. Stay away from this company! Far away!

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