Vroom Review: How It Works, Pros and Cons

To start off, buying the vehicle was simple and painless. Now getting my vehicle registered is a different story. Not sure if the issue is because I purchased the vehicle out-of-state or what. Can’t reach anyone from customer service. Called twice so far and nothing. I purchased the vehicle back in June and now it’s August and my registration is expired. The funny thing is when I called last month regarding an update I was told I would receive my registration in the mail by the first week of August. I highly recommend purchasing a vehicle in-state instead of out-of-state to avoid what I’m going through.

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

Delivered repainted vehicle. Two auto body shops said car was involved in front end collision. None of this was disclosed prior to sale. They were, however, very attentive about returning my funds.

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

I love the car. Vroom customer service is just incredibly poor. They have maybe 5 different departments you work with through the process and none of them can communicate with each other. They cannot answer simple questions like whether the car comes with 1 or 2 keys. When I communicate by email, they rarely respond. When they do respond, it’s like they didn’t read my email at all. They have such great potential if they could just figure out how to do customer service.

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

I was reluctant to buy a car online but they make lots of promises like, cars usually in 7 days or less. After giving them the full purchase price I received an email stating I would get an estimated delivery date in 3 days or less. I was also told that cars can be in the inspection phase for 24 hours but it's usually much less. At the third day I called them to inquire. They said the car was still in final inspection. This carried on through day 5. They could provide no further information and on several occasions were going to look into it and call me back that day...they never returned a promised call. I called about everyother day. At day 7, they were just waiting to get a carrier booked. Couldn't tell me when it would happen or how long they would wait on a carrier before deciding it was too long. I figured out the car was in California from the Carfax so I knew it was going to take a little longer to ship. They then sent an email saying they found a carrier and would call by the end of the day to let me know the estimated date...they never called. I called to find out the estimated date and they told me the following Sunday, which would be 16 days after purchase.

At this point I was given different information each time I called so I continued to call. I called back later that day to ask for the carrier information so that I could get an answer straight from someone who might know what is going on. They said "well it isn't actually booked but we have the estimate". When I asked how they could have an estimate if they didn't know who was booking it, they back tracked and said it was tentatively booked. She confirmed the car had not left and didn't know when it would but she assured me they were confident on the Sunday delivery date (this call was on Monday one week before the estimated due date). Monday night I get a call that the car will be arriving in the morning about 8AM-11AM. So for three days that the car had to be on the road, they didn't even know where it was. They have zero information and 85% of the agents are rude. The other 15% are ok but they still have no answers and never follow up like they say they will (including Supervisors).

Got the car with just enough gas to make it to the gas station. Delivery guys were super nice but late from the 3 hour delivery window. I ended up getting the car on day 11. Quite different from their 3 and 7 day advertising. And honestly, 11 days would have been fine if I was just informed, treated kindly, and they actually seemed to know what they are doing. Now I am waiting for my $500 deposit. Day 8, had to call and low and behold...they are backed up and running behind but it "should" be processed soon. I wonder how many people they just try to see if they forget about the $500 and keep. Overall, horrible experience. And their attitudes reflect the fact that they just don't give a crap about the consumer.

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

We purchased a vehicle through Vroom and so far the whole experience has been terrible. They received our down payment and the signed paperwork and it's like they disappeared. They were calling us prior to receiving our down payment. On July 16, 2019 we got an email that our purchase was complete and that they would provide an estimated delivery date once our vehicle shipped, which should be within 3 days from "today" they said. We called them to inquire about the vehicle, but every time the person on the other end would say they had no information on the vehicle other than what the make and year the car was that we purchased. They didn't know where the vehicle was nor when it was going to ship.

On July 20th, we received another email that said they were prepping our ride and it was taking a little longer than expected. We did not receive the vehicle until days of calling getting nowhere and no information until finally we asked the right question "do you have the Hub number?" Apparently, this was the place the vehicle was and the people with the delivery information. Keep in mind, no one offered this information to us the number of times we called in to inquire about the vehicle. My husband and I both wondered for a moment if we got scammed because no one ever had any information.

On the 25th someone from Vroom gave me the Hub number only after being asked for it. My husband called and the lady said she had our vehicle and would deliver it in the a.m. the next day on the 26th of July. The vehicle was finally delivered on the 26th of July. However, it arrived with one key. Also, that one key had the portion of that key missing that locked and unlocked the child lock on the doors. I have young children who don't understand how dangerous it is to unlock the door and open it during operation. This portion of they key is vital for a parent and should have been intact prior to them delivering the vehicle. Vroom's site says "Every Vroom vehicle must also 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." If that were true, that portion of they key would not have been missing, because that is a HUGE safety issue for any driver with young children.

Additionally, the hands-free option the vehicle has was not working. My husband and I followed the manufacturer's instructions to attempt an update on the software, but to no avail, the hands free option was still inoperable. This is also another safety issue. We called Vroom after a couple days of attempting to remedy that situation and they said we could take the vehicle to the vehicle's make of our choice. Vroom said they would take care of the repair to fix the hands-free issue and key. We dropped the vehicle off on Monday the 29th of July. We had the vehicle for 3 days prior to being able to drop it off at a shop. Unfortunately, the service department associate needed to fix the hands-free issue would not be in until Wednesday. Vroom told us they would give us a car rental with Enterprise. However, we had to call them to get them to extend the car rental for longer than a day. They originally authorized only one day for the rental. Once they knew the associate wouldn't be in until Wednesday, they extended the rental until Friday. The service department where we dropped off the vehicle told us on Thursday (the 1st of August) that the part they needed would not come in for 3 or 4 days, but then they talked to us again and said that the part would not be in until next Thursday or Friday (8th or 9th of August) and the associate that could complete the repair, wouldn't be in until Monday the 12th of August. My husband called Vroom this morning (Friday the 2nd of August) to find out what they wanted us to do concerning the car rental (considering it was due back today) and to ensure we would still be allotted our 7 days to get to know the vehicle we purchased, after we get it back from the dealership.

We want to be able to make a fully informed decision on whether to keep or return the vehicle. We were told they would get back with us. Vroom’s website states "You have 7 days (or 250 miles, whichever comes first) to get to know your new Vroom vehicle. Drive it to work, stuff the trunk with groceries, and park it in your garage. If you decide it’s not right, we’ll help you exchange it for something else or provide a refund." Well, we don’t get an email until 6:43 pm today (the 2nd of August) from Vroom. The email says that they will reimburse us for the deductible of the repair, but can’t extend the rental or the 7 days, and that we would need to pick the vehicle up and bring it back to the dealership when the parts arrived. Well, we can’t go pick the car up from the dealership because they are closed, and we also think it’s extremely unreasonable to force people to make an ill-informed decision on a vehicle purchase when we were promised 7 days to get to know the vehicle. We don’t know if this part that comes in is going to for sure fix the hands-free issue. This is an option we fully expect this vehicle to have. This vehicle is currently missing some of its basic essentials and functions that our family needs. If this vehicle was truly inspected as their website states, we would not have received this vehicle in the first place. We are business owners and we would not ever want our clients to have to go through the hassle we have had to go through having used Vroom. I have currently had the car rental longer than I have had the vehicle I purchased from Vroom.

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

WOW! Definitely excited to say Vroom has exceeded my expectations in the car buying experience. Thanks to the sales guy Heber and Joe in the Texas Direct Service Shop! I went there with expectation and they conquered it. Although the shipping fee was a little high, I still felt received a good deal. I LOVE MY CAR!

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

This was a great experience from start to finish. All customer service was on-point. The vehicle was exactly as described and a very good price, especially as compared with Carmax and Carvana. I took one star off only due to a little delivery confusion. But will definitely purchase from here again!

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

Vroom was fantastic. They knew I was going on vacation, so they delivered my vehicle quickly before I left (even a day early). When I let them know about a small issue with the vehicle, they stepped up and took care of it at their cost. I would definitely buy through Vroom again.

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

Be careful dealing with them, know they cannot be relied upon if you really need the vehicle in a timely manner. Know they will keep you in gated customer support tiers and will not let you talk to anybody with any responsibility. They took almost a month to deliver my vehicle after promising day after day after day hour after hour after hour, they refused to give me a straight story and half the time did not know what was going on themselves. First, they forgot to book a carrier, then the carrier disappeared with the vehicle for two weeks while continuing to promise delivery later that day or tomorrow putting my whole life on hold while I waited and waited. Customer service is a joke and they never returned calls like they said they would. I had at least 30-40 calls with them. They now owe me for a rental car and other undisclosed damages to the car and are very slow to respond. What a nightmare.

Even if the delivery went smoothly (instead of me having to go around them to get in touch with the carrier directly because they refused to give me the info so I could then find out where my car was and drive out to the middle of nowhere to get it from them to end the madness of delay after delay), the way they have their customer service set up to not give info and only certain departments do certain things and they will not let you progress to the next tier of service until they are ready is completely ridiculous, there is no personal responsibility for any employee there, they give zero cares.

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

Purchased my car on June 3, 2019. Today is July 7, 2019. My car is still not registered. My home is in Colorado. I am working in Texas. I wanted to purchase a car for my work in Texas. I asked that my car be registered in Texas. The VROOM registration department insisted that I must register the car in Colorado. I have made numerous calls to various VROOM departments. Mostly I can talk to someone, who is generally sympathetic and who assures me that they will call me back with a resolution, but that has yet to happen. I do not want to return the car. I just want to re-do the purchase docs to register the car in Texas. Short of driving to Houston to sit in VROOM's store and make scene, I don't know what it is going to take to clean this mess-up.

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

Unorganized delivery, rescheduled several times. Tried to deliver vehicle outside our requested delivery window of M-F, 8 am -5 pm. Delivered car on July 4, 2019 when business was CLOSED! Car was dirty, inside and outside. There was NO FUEL in the car's fuel tank, there was damage to the driver's side door, and worst of all, they delivered the car WITHOUT the KEYLESS ENTRY FOB, which controls all the door locks, trunk and alarm systems! I'm still waiting for their response to my concerns, but all I get is lies and no resolution! DON'T BUY OR SELL WITH Vroom, they don't have their stuff together!

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