Vroom Review: How It Works, Pros and Cons

My contract did not deduct the trade or deposit. I asked them for a new contract but it never came. I canceled the transaction and it has been two weeks and numerous phone calls and emails and they still have not refunded my deposit.

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

I have purchased a vehicle and have been waiting for the delivery! The communication on their part is vague, and this is extremely frustrating. If I send over payment, I want what I pay for! Why am I having to wait and get the runaround?!

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

I purchased my vehicle and got it five days after the 10-14 day promised delivery (I received it on the 21st calendar day, they say 10-14 business days). They called me 30 minutes before they wanted to deliver to me, 24 hours earlier than the date of delivery that they had committed to and had been communicating for five days. On the day of delivery, I had to call them to inquire where my vehicle was, two hours after the driver called to tell me he would be there in 15 minutes. Vroom customer service agent requested that I call her back and give her an update because the driver wouldn't share any information with her! No seriously, that happened? I called her out on it. She gets mad at me? Really?

It arrived covered in dirt and mud, fine. It was shipped on an open trailer, OK. However, it arrived and was empty of gas (diesel, first one I have owned and not every gas station has diesel, just an FYI.) The Audi dealer vehicle inspection revealed that it needed new engine mounts and rear shocks, a total of $2,600. The Limited 90-day/6,000 mile warranty did not cover the $1,400 rear shock replacement. Additionally, the rear-view camera was not operational, due to not being plugged in (so no additional repair cost, this make me happy). This tells me that their 150-point inspection is complete fiction.

I will lose $500 to send it back but save myself from a $1,400 repair bill, which their inspection didn't find and you can make the call on this one. I see that sending a vehicle back to them is a nightmare, but I guess I am going to have to just dive right in. My friend cautioned me about buying "the pig in the poke," and now I understand. I would definitely recommend buying from someone you can actually see the vehicle beforehand because Vroom customer service is a complete joke.

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

I should have read the reviews that warned about poor customer service, especially when it related to money and refunds. I had started the process of buying a car and had put down the standard hold deposit while the paperwork was mailed. In the meantime, I found a much better deal on a better car elsewhere. I contacted the "specialist" to cancel the deal, release the hold, and get the deposit refunded. Easy, right? No. After several days and no response, I contacted the specialist who assured me that everything was being processed and I should see the refund any day.

More time passes, no response, no refund. Again, I contact the specialist who once again assures me that "everything has been cleared." I am not sure why it has not posted back to your bank. I will call the paperwork team once they are in office in the next hour just to double check what I am seeing. I have never had this issue before with a refund on a hold, and rest assured we are not trying to keep it from you. Again, no further reply and no follow up from the specialist. More days pass. 14 days after I canceled the hold, I get an email saying the refund has been processed and could take another ten days. Unacceptable.

If you call customer service to inquire about the further delay, they simply say they are sorry and there's nothing they can do. I will never purchase a car from this group, and I am so glad that I did not allow them to handle more than $500 of my money. As of this writing, I still do not have the refund.

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

Good - quick and easy.

Bad - sales could not tell me why the same model with more miles was $2500 when other with less mileage was less money than the other. The only difference was the color of the interior? The second issue was delivery. I was told it would be 8/2/18, then when not delivered, called and told me it would be delivered on 8/3/18 at 11:00 pm. I told them no, make it 8/4. I called on 8/4 when the time told was passed, then was told it is on its way. I have a large office parking lot and requested it be delivered there, but instead, the driver passed the office and went down the street to Walmart's parking lot. I called delivery and said what going on? Then the driver drove the car into my office lot, checked out, gave me the keys for my trade-in, and was gone.

What I found interesting is all the people I spoke with were women, even the delivery person, the only male was the driver.

I believe for the price and my trade-in, I am very happy, smooth and easy.

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

Vroom lists all of their inventory in most major cities, and I had assumed the vehicle was local. I’d never intended on buying a car through a site, but with how friendly and easy my sales person made it seem, it was hard to say no.

Unfortunately, that was two weeks ago. As the title states, they have the business plan together to make sales run smoothly. They don’t have any follow up, follow through, or logistics to actually handle inspection or delivery of the purchase. There’s no mechanism in place to provide information on your vehicle after the paperwork is received, and there is virtually no communication from them.

Once your paperwork is processed, you’ll receive an email saying it's "in for its final quality inspection" and you'll be instructed that you will hear from the "delivery team" within 7-10 days, and have your vehicle within 14 days (longer depending on location).

Well, I’m on day 13, and I’ve still yet to hear from the "delivery team." I did receive a nice email full of terrible grammar (I mean really, have someone proofread before sending out boilerplate apology emails - knowing the difference between "your" and "you're" is important) this past Monday night (day 12), with the promise that my order would be "personally overseen" and that I'd have some follow up information the next day from this person.

I'm sure it's no shock to anyone that I did not receive a follow-up. The promise wasn't kept, and I doubt they ever intended to.

Here’s my advice, if I'm as lucky as the other reviewers and Vroom is actually reading this (as opposed to my emails?).

It takes far less effort and time to get in front of and own a problem than it does to clean it up. Had someone written or called me on day 1 or 2 of your 7-10 day window and informed me of the delays, and offered some form of "hey, we appreciate your business, we know this is an inconvenience," I wouldn’t be writing this. I would have been understanding. Your customer service rep that attempted to do that on Monday after it was already past the projected date was too little too late, and his lack of follow up and follow through on his promise would have been a fireable offense had it been a core philosophy to keep customers happy.

Look, the reality is that in 2018, a company does 80% of its business with 20% of its customers, and that number is rapidly becoming 90/10 with e-commerce. It takes far less effort to keep a customer and have them come back than it does to create a new one. If you ever want to see some scary numbers, see how much each new customer actually costs from a marketing budget perspective. Repeat clientele is paramount to a successful business strategy. With your current complete failure to keep customers informed or stay in front of problems, you’re not only losing repeat business, you're creating terrorists actively trying to dissuade people from doing business with you. I’m now motivated to go out of my way and post this, as opposed to just not shopping with you ever again.

A company’s strength is measured by how it handles its problems.

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

I am writing this review on behalf of my experience with the purchase of a car with Vroom. I went to the dealership on Saturday, August 4, 2018, and was literally the last couple out of the door around 8:45 pm.

I was finalizing the finance paperwork through my lender for the purchase of my 2017 BMW X3. We were unable to complete paperwork, so I was told to come back on Monday to finish and pay any remaining balance. I received a telephone call early Monday morning from Casandra, the saleswoman, asking what time was I coming into the dealership.

I arrived at the dealership at 12 pm to meet with Finance to complete the final paperwork. I was at the dealership for two hours+ and no one told me the car was not ready. It was when I arrived at the delivery desk that I found out the car was in the shop. If the car was not ready, they should have called me just like they called me to find out when I was coming in to complete paperwork. Poor service and communication, and I told the manager Mike and saleswoman that is NOT acceptable. I took the day off from work to pick this car up.

I asked Mike how do I provide feedback on my customer experience and he said that I will receive an email with information to provide customer service. I called the number, and the woman that answered the line was not a friendly person. I did not feel comfortable leaving any comments with a person that is onsite at the dealership and not receptive.

I had other things that I needed to get done and visiting the dealership more than once in one day was not in my plans. I received a call from the saleswoman telling me the car had a problem with brake light and it needed to go to the dealership. That the dealership can send it or I can take it as it. By this time I was stretched over a barrel. The car was supposed to be in make ready sent by Mike on Saturday. I asked on the phone if the car was clean, and it was one excuse after another. They said yes. But it was the opposite. We arrived at the dealership at 6:30 pm and the car was not cleaned. They made more excuses and told me that I can take the car myself to get detailed. So I would have to pay out of pocket, scan and email the receipt, and be reimbursed five days later. NOT acceptable.

Just like they called to follow-up about when I was coming in to bring my money is how they should keep customers in the loop and be upfront and transparent about the status of the car even if it is a delay. When a car changes a status or delays, it should notify people throughout the process no matter where they are in the process all the way to delivery.

For God's sake, I could have taken the car on Saturday if I have to take to the dealer because it's delivered with a problem. I have to clean it myself.

They have to figure out how to maintain quality customer service throughout the process in a high volume sales model. The process started out good and was negated with the customer service going downhill...fast!

I wasted my time, had to take the day off, gas, had to change plans. I am not happy about it at all and at no time did the manager or saleswoman accept responsibility for the service.

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

I bought a Tesla with the supposed 7-day 250-mile guarantee. The car arrived so dirty it was hard to see the paint. The left rear quarter panel was damaged and repainted even though Carfax report said no accident. The repair and repaint were so bad it was visible from 20 feet away. The car also had a critically low battery so was unable to test. The bill of lading was not filled out, and it turns out it was almost 400 miles over what the agreement and odometer form stated.

Its been three weeks and now they do not want to refund my shipping fee, even though based on the above it was a fraudulent deal. Time to file an action with Texas DMV and start legal action. Did I tell you they still have my $22,000+ deposit?

RUN.

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

I paid for the car in advance, got a bunch of e-mails about the car being delivered and when the date came for the car to be delivered they said the delivery vehicle broke down and not sure when the car will come. After waiting a few weeks, I had to ask for my money back. The company simply said sure, not apologizing or nothing. Personally, the feeling of having given Vroom a bunch of money and not getting the car is scary.

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

I purchased my 2008 Shelby GT500 sight unseen and had the car shipped to my home. The car was as described and arrived in only a few days. Vroom also gave me a very fair price on my trade in vehicle in which I accepted. The overall experience was excellent and I can’t wait to do business again!

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

Since my husband and I don't get any time off together to physically search for cars at dealerships, I decided to give Vroom a shot. For a few days, I was on the phone with a "car specialist" and a financial tech. I sent in everything they asked for, including three income statements, and they spoke with my husband to get him on as co-signer.

A week has passed, and we've heard nothing. No emails have been answered. Neither the specialist nor the tech left callback info, so I've had to search to find a way to get in touch with either. I spoke with another specialist, who gave me the finance tech's phone number, which is, of course, out of service.

So here I sit, with no way of finding out the status of anything, no way to speak to anyone involved, and am pretty irritated with the whole thing.

I gave two stars because the specialists were at least friendly and personable.

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