Vroom Review: How It Works, Pros and Cons

With hidden fees, a failure to give offers that are emailed to you, and a bunch of "I don’t know answers," I’m just glad I said "no thank you" before I got too far in the process. If you still chose to go this route, good luck, you will need it.

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

We ordered a car with Vroom trying to save some money, but it's worth it at all. This company is so big that it has a bureaucratic process. It took me almost two weeks to get the car delivered, plus they said that it will take another two weeks to get the car papers so I can register the car. Horrible customer service, horrible deliver people. I called like 20 times to make sure my car order was processed timely but they didn't care.

Long story short, don't buy online. On the top of that, they charge 500 bucks for delivery. Go to a local dealer or buy local and get everything done in one day unless you have the time and patience to deal with these people.

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

My husband purchased a car from this "company" months ago and has never received a registration, resulting in months of getting pulled over for not having a valid registration. And we call them all the time and no one can ever assist with anything. They put you on hold and transfer you a million times and now they're saying there is an issue with the car and it might need to be bought back. It's been a truly horrific experience, and definitely not worth it, so go somewhere else to buy your car.

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

On 2/26 I placed a $500 deposit, on 2/27 I received the contract, and I returned the contract on 2/28. On 3/2 Vroom said by email that they were reviewing the contract. On 3/2 Vroom said by email that they were getting the vehicle registered. I have heard nothing from them since, and it is now 3/12. I have called and everyone I speak to knows nothing. I am starting to wonder if this is a scam. I want either a delivery date on the car or all my money back. Can anyone help without anyone giving me the runaround?

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

I bought a car through Vroom without seeing it. So far, the car arrived several weeks late. I still do not have tags for the car and the company I financed the car through is sending me daily email asking why Vroom has not sent me plates yet. My DMV recommended I hire a lawyer. I was promised a second key, and then after the car was delivered, told this was something I was going to have to pay for.

It has arrived with multiple scratches and dents, as well as mechanical issues, all noted by the transporter on their 'drop off' sheet. Vroom has refused to support the repair of the vehicle, and now I am outside of the seven-day period...

When I purchased through Vroom, I read the multiple negative reviews online and decided to 'give it a go' anyway.

Had I known about all of these issues listed beforehand, I never would have purchased a vehicle through Vroom. Do what you will, but this company poses a risky business proposition...and I would never do this again.

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

When you write a 5 figure check for a late model luxury SUV, you have certain expectations of service after the sale. Not with my interactions with Vroom.

I requested to service the vehicle for a noise I did not like when it was cold started in Denver winter conditions. I was told to get two estimates for repairs. The dealer I went to was 20 miles away, another dealer another 20 miles away. I resented jumping through hoops. I was going to keep this car authentic regarding parts and service. I requested from Michele Jackson CSR to have a supervisor contact me. For five days, any time I called I got a recorded message telling me all reps were busy and they would call back in an hour. Six calls and messages on the day I talked to the CSR, no responses. I sent an email, no response.

The five day trial period has passed. I called the sales number and asked to be transferred to customer service. When connected I asked if their phone system was down. I was assured it wasn't. Adding insult to injury, Michele Jackson emailed me a week later saying she hadn't heard from me. I sent an appropriate reply. I also sent emails to the executive staff. There were six names on their website. Four messages bounced back, I know two got through.

I am insulted by the treatment I have received from Vroom. Never again. I should have read all the negative reviews on Cars.com first. There were plenty of them.

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

I paid $35,000.00 for a truck and this winter it turns out that the sunroof leaks. I called Vroom, and they will not fix the problem. I would never, ever recommend them. And the Safeguard Insurance that they force on you is a joke too.

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

I contacted them on 2/8 to initiate a purchase. They placed a $500 charged to my credit card to "hold" the car "until contract signed." The contract was signed and received by them on February 13th. The bank was paid in full on 2/15. Delivery was supposed to be 2/22. It is 3/1. No car. No refund. My emails are being returned undeliverable due to their inboxes "at capacity." My salesperson's email is currently deactivated. Getting anyone with any authority on the phone is impossible. I get told someone will contact me to address my concerns. Nobody calls. Nothing.

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

I purchased a van through Vroom (lots of inventory to choose from). The only slight issue was it took a little longer to get to me than originally estimated, about 6 days longer, but everything else was great. I got financing at a 3.2% rate from Capital One, through Vroom, and I didn't have to go to a dealership where I have ALWAYS gotten screwed in the past.

The van was super clean inside, and we love it. It showed up pretty dusty, so I had to run it through a car wash, but no biggie, it was a long trip! These people that get all bent out of shape over little stuff that goes wrong really annoy me. Vroom is a great service and I'll be using it again in a few months to replace my other car.

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

Do NOT buy any cars from this company, even if it is free! I have to say this is one of the worst companies I have ever done business with.

You cannot get any customer service whatsoever. My sales representative Luis Williamson was perfect in all matters of the sales and continues to try and help me, but his customer service staff have got to be the worst on the planet once a sale is made absolutely no support whatsoever.

I have tried to talk with a manager on many occasions no one will call you back. It's pointless trying to reach a manager or supervisor - they seemed to be trained to ignore you.

From the delivery to trying to get my registration documents (now almost five months as I still do not have my registration documents and no help from them is figuring out where it is). This has been going on since November 2017.

You get tons of emails saying they are looking into things and then they disappear. No replies. I have emailed customer support over 30 times each time I get this message from Kim Miyaki-Irish Customer Support Associate:

"Thanks for getting in touch with VROOM. This email is to let you know that we've received your request, Untitled ticket 81129. Our Customer Support team has been made aware, and we'll get back to you with an update very shortly."

January 2018, still no reply.

"Thank you for contacting Customer Support. I apologize for the delay in getting your information from the DMV. I am forwarding your information to our titles department for review. Once they have had a chance to look into this for you, someone from there will reach out to assist you further on this issue.

If you have any questions, please feel free to give us call, or you can simply reply back to this email.

Best

Sidney Stephens

Customer Support Associate

We appreciate your patience and look forward to promptly resolving this issue."

So, this is my review: If you are thinking of buying a car from Vroom, stay well away. Don't even consider it. Pay the extra few percent to a dealer. Even with all the hassle you may experience at some dealerships it is not a patch on the headaches and frustrations you will get buying a car from Vroom.

A very, very dissatisfied customer.

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

Where do I begin?

Do not, I repeat, DO NOT buy a car from this company! Trust the reviews; they are rated poorly for a reason!

I decided to purchase a Smart Fortwo vehicle from the company in December 2017 and was assigned a sales associate by the name of Ro Doherty. The initial paperwork process was fairly easy, however, once the paperwork was submitted all help ended there. She went on vacation in the middle of the process without informing me and left her cases to a Thadrick Holmes, who was nearly impossible to get in touch with or get to respond back to inquiries. Upon her return, Ro also seemed to disappear in thin air.

Not even two weeks into the arrival of the vehicle, the brakes malfunctioned on the highway nearly causing a major accident. I scheduled a diagnostic inspection with the Mercedes dealership, as Vroom had advertised that the vehicle still had one month of manufacturers warranty left. The dealership informed me that there were visible signs of major flood damage to the vehicle, and that the vacuum pump and wires were rusted and would need to be replaced, a $900+ repair. They also informed me that the manufacturers' warranty expired on December 15, 2017, before I even purchased the vehicle. Because it had been past eight days, the dealership refused a return of the vehicle, despite the false advertising of a manufacturers warranty and the failure to disclose the flood damage (something that would have been easily noticed upon the departure inspection). They informed me they would be willing to process a buyback if I bought another vehicle in its place.

I complied and began the purchase process of a Lexus CT200h. This time around the purchase process and buyback process was riddled with lack of communication, failure to respond to messages, and administrative errors causing three separate contracts to have to be sent. In addition to the delay, the sales associate made absolutely zero mention that because of a mileage adjustment mistake on their part, my interest rate would increase by several percent, to which I refused the financing. She wound up having to perform another hard pull on my credit report and we came to an agreement on financing and a THIRD set of paperwork had to be sent out.

Fast forward several weeks of emails and phone calls and lack of message responses between customer service, sales and myself. I finally receive a delivery notice of the Lexus after hounding the company for weeks but had zero communication regarding the pick up of the smart vehicle. Fulfillment/delivery could not provide their own management team updates regarding pickup. I did not receive confirmation of pickup of the smart vehicle until the day the Lexus was picked up. The day of!! At the same time, I had still received zero updates regarding the cancelation of financing/buyback of the smart vehicle after daily requests for updates as well.

My new vehicle was quoted by a delivery associate to be delivered between 6-9 am, which changed to 6-9 pm, then to 8-11 pm. At 10:30 pm, I still had zero communication from any delivery associate or the driver. My delivery driver contacted me at Midnight (prior to a workday) that they would arrive in 30 minutes and they were delayed due to having a delivery at a remote location (and sent me pictures of the dirt backroads he was driving on with brush overreaching the roads). More than an hour later, after 1 am, the vehicle finally arrived. The tires were absolutely bald and the car was covered in horizontal surface scratches most likely due to the brush the driver had to pass through on his prior delivery. In addition, no temporary tag was provided for the vehicle, so even after its delivery, I could not legally drive it and I STILL had zero update regarding cancelation of financing/buyback of the Smart vehicle.

On February 16th, after daily calls, I was assured that the payoff for my smart car would be sent that day and that Ally would receive it by Monday or Tuesday of the following week. I now arrive at today, Thursday February 22, 2018, more than two months into this process. I call Vroom/TD Auto YET AGAIN and am told the payoff had not been sent and that there was an internal error and they do not know what happened.

The returned smart car was re-listed on the Vroom website for sale and was marketed as having a clean history, despite the company being provided physical documentation from a Certified Mercedes Dealership showing the vehicle was flood damaged.

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