Vroom Review: How It Works, Pros and Cons

The car finally arrived on 11/13/18. When it arrived, the exterior was really dirty to the point the driver marked the car as having scratches.

I cleaned up the car and it turns out there's a deep scratch and ding on the rear spoiler. I submitted the claim on 11/19/18 and still waiting for it to be resolved.

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

So I had placed my deposit prior to reading all of these reviews. But I'm glad I did. The sales team was very good, although it's almost impossible to get your original rep on the phone. They're always conveniently on the phone when you call. I requested a call back 4 times, never got a single one.

Regardless, because I'm impulsive, I sent in my contract and down payment for a 2015 Subaru STI because the numbers checked out and the contract didn't have any sketchy wordplay. I sent out the contract on Friday, October 20th.

They emailed me that they received the contract that following Monday. I got another email later on that day saying my purchase was complete and the car is now under my ownership. They will arrange transportation after the inspection of the car, and email me a future delivery date in about 7-10 days from the day of the email.

Fast forward 7 days, exactly on the next Monday, I get an email with a target delivery date.

The delivery date was scheduled to be 11/3/2018 and they updated me every date via email and phone that it was still on track. Now it is Friday and I got a call at work asking if they could deliver the car a day early on that Friday instead, between 5 and 9 PM. I said yes, and the delivery showed up at 8:55 pm on a 2-car flatbed trailer behind a truck.

The car was/is immaculate inside and out. As described. From the time I sent in the contract to the day I got the car was a complete total of 13 days. Right in their quoted timeframe.

Basically, this review is to say that Vroom needs tweaking with communication more than anything. But they are by no means a scam. I couldn't be happier with the car and the impulsive decision I made to still buy from here despite the bad reviews. I'll wait a bit before I buy another car from here, but this particular experience was fantastic.

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

Complete and total incompetence from sales, to "finance," to delivery, and to the marketing guy that will half-heartedly reply to this message even though I have outstanding calls that are unreturned. If you buy from here and read this, you have been warned...good luck.

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

I am trying to purchase a truck and it's apparent no one can tell me yes or no on financing. I have left messages and still no reply. I also have sent everything that I was asked to. All I want is someone to tell me yes or no. How hard is it for someone to call me? Not a very happy customer.

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

I was utterly concerned after reading all these posts. I had recently signed and send the funds to purchase a car through Vroom, and didn’t hear from them in days. So I started checking reviews online and got me so concerned! Although it would have been the responsible and smart thing, thank goodness I didn’t do so prior to doing business with them since it would have probably been enough for me to not get my car.

It’s true that the delivery did take almost two weeks, but it was delivered in their scheduled timeframe of 14 days. After the inspection was finalized and they arranged for transportation, I was notified every day via email and phone of the progress. The driver called me an hour before approaching to the pickup location, which was at a mall parking, conveniently located near me since he did bring the car on a large flatbed and needed the extra space. The car was delivered in the mentioned condition, although understandably dirty due to it being hauled from Houston to Chicago. The car was missing the rear wheel caps, possibly forgotten when changing the brand new tires it came with. An email with pictures to the support team was all it took to apologize for that, and they immediately ordered them and will send asap.

My reimbursement for the lost title which I had to pay for was also processed once they received it after getting it from the DMV. Up to this point, I have nothing negative to say about Vroom; it's an easy process, amicable customer service, sale, support, and delivery. I am happy with my car and will definitely spread the word about my good experience. Thank you Vroom!

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

This has got to be the worst online dealership on the planet. They are great selling you a car but if it has any issues they just do not want to know. I tried for weeks to try and get a return phone call by a manager but they just ignore you. You can wait months for registration documents. After 14 calls and ignored emails, I gave up. Don’t be scammed by this company. It is better to go to a brick-and-mortar dealership where you can call in and resolve issues. Spend those few dollars more. A total frustrating experience dealing with Vroom. I will never buy another car from them again. Buyers beware!

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

Great cars at fair prices, but their follow up on getting the papers and plate to you is horrid. Eight weeks and I still don’t have a plate. My temporary one runs out tomorrow. Now I can’t drive a vehicle that I paid $50k for. This is the second time they have messed up the paperwork. I will not use them again.

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

I found what I wanted. I liked the price. They low balled me on my trade, but I found what I wanted, so I accepted.

It has now been 11 days since my purchase has been completed and I have received not so much as an email. I have called daily since day seven hit and only get vague answers or blatant lies. The last update was my beautiful truck needed a "part," but they could not tell me what part it was waiting for. I was also told that my truck would arrive "around Monday-Wednesday, September 24-26," which was clearly another lie as it has not shipped and they can't tell the future or when the "part" would arrive.

I will very likely refuse delivery if I suspect that there is an issue whatsoever with the vehicle. I am still waiting for a response from ANYBODY. I have been told that they will "Get back to me and update me" for days now.

They don't care about you once they have your money. In this case, they have $45,000 of my money. Why should they care if they have already been paid, right? The worst experience by far so far. It will take an act of God to change my mind at this point.

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

I bought a 2013 Toyota Sienna minivan with low miles and all the options I wanted near the end of August 2018. The FedEx package with the purchase documents arrived on August 24, and I FedExed them back along with my down payment that same day. After that, the experience deteriorated. I was told by my sales associate that the vehicle would be delivered no later than two weeks and that most vehicles would be delivered in less time than that. We're here on September 13, 2018, and not only do I not have the vehicle, but I have no idea when I'm going to get it.

They have moved goalposts on me by first saying no, not two weeks, but rather fourteen business days. Then it became fourteen business days from the receipt of my bank's payment. Still no vehicle or delivery date. Every time I call, they try to tell me it's undergoing a quality inspection to make sure it meets the high standards of yadda, yadda, yadda. It's been undergoing a quality inspection now for over ten days.

I called twice yesterday and was told each time the individual would send an email to somebody and follow up with me. Never happened. The only thing I've gotten so far is an email from somebody with delivery support asking if I'm in the Hurricane Florence evacuation zone - I'm not. If they were even partially on the ball, they'd realize that my delivery address was not in the zone. If they were anywhere near the ball, let alone on it, they'd be able to tell me sorry, we can't ship a vehicle to North Carolina until this hurricane passes, expect it on Monday/Tuesday/Wednesday. Nope. Bunch of hooey about that neverending quality inspection - this is a Toyota, not a Yugo, so it shouldn't take this long - and then an empty promise to follow up. Meanwhile, I'm paying for insurance on The Invisible Minivan, and my first payment is coming due on October 1st.

I've given them two stars ONLY because I expect at some point to receive the van I was sold. If that happens, it will be a great vehicle for a fair price. I'm teetering on the brink of one star, though, because that's the level of customer service you're going to experience from these people once they have your money. Spend a little extra, support your local economy and buy from a local dealership. At least you'll leave with a vehicle.

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

This dealership needs some work to be great! They need chat options online. Their contracts require an arbitration clause! They don't provide an online tracking when your auto is being delivered. They don't have a client online dashboard.

My auto had minor damage to the lower deflector. Sales person never followed up after the sale. They would not negotiate the price.

They would not provide me with any inspection results even though they say they check all these items. Too cookie cutter.

I paid for a third party inspection (highly recommended), and they found a fairly serious steering issue that took over two weeks to fix at the dealer. They blamed it on that dealer, but the dealer had the auto for six days, so it took Vroom over a week to bring the auto to service.

Oil was at 11% and 1/8 fuel tank.

One thing you have to be careful of is when you buy a particular trim it may not always have all the options that trim would typically have IF the auto was originally purchased through a rental company because they can order autos with less features. Always ask about all the features!

Ok, here is the good:

I got a good deal on the auto I purchased. I got an almost fair trade in price. I was able to email the salesperson.

Luis Williamson was my rep. All and all, he did a pretty good job. He helped to find a decent interest rate (same as my 3rd party approval). Pretty good communication.

The concept of online sales of autos and delivery, I like a lot and endorse, but Vroom has some obvious shortcomings.

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

This is the worst dealership. You will do everything quickly, but they will take their sweet time. None of their deadlines matter at all. Any time they quote you on receiving your car, you’re not going to get it. I contacted them on August 14, 2018, and they told me they were going to check my credit and send it to multiple companies. In fact, they took my credit information and gave it to multiple companies so that I had three hard inquiries on my credit in the same day. This dropped my credit rating from 752 to 700.

Then I was told I needed to send back documents within 24 hours. I got their loan documents in 48 hours, and I specifically told them that if they get them to me the next day, I will have them done, but I was leaving town the following day. They, of course, sent it to me the following day when I was out of town. I came back, I rushed, and I sent them everything. Now I should get my car right? Nope. Anyone that you talk to when they’re selling you the car will say: "We just say two weeks, but you’ll get it much sooner than that."

That is BS, do not believe anyone when they tell you that at Vroom. It’s a straight up lie. So I get organized on my end and get my car insurance set up. I am rearranging my schedule and my work schedule according to their delivery schedule. I’m not selling my old car because, of course, I need it while I wait for this car. I’m sitting and just waiting. I have received multiple emails confirming my delivery date, saying that the vehicle is on the way, however, then I get a phone call saying that unfortunately some driver's truck broke down or something happened and they are very sorry.

I got a 45-day reprieve to start making my loan payments. My first loan payment is due on September 29th, but today is September 7th and I still do not have my car. If I had gone to a dealership, I could have been driving around the car for 45 days without worrying about a payment. That did not happen with them.

I was supposed to receive it on the 8th and now I have received a phone call today again telling me that there has been another delay. This company is totally incompetent. Not only can they not get my car to me, I get an email telling me that I need to send them emissions for my vehicle because it’s needed for my state. I check the DMV, and it clearly says any cars newer than 2009 don’t need Emissions. So I sent this information along with the question of how I am supposed to send them emissions when I am not in possession of the vehicle? I got a catty response back somehow making it seem like I didn’t understand the email. The person literally sent me an email telling me that I was missing my emissions. It was the only thing that I was missing, and I needed to get it to them right away!

Anyway, apparently, now I’m not getting my car anytime soon, my credit has been ruined, and I’m obviously not going to get the full benefit of the warranty that I’m supposed to go. Paying insurance for a car that I don’t have in my possession. Worst experience ever. Do not waste your time, save your money and go to a local dealership.

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