Vroom Review: How It Works, Pros and Cons

I purchased a car in September 2021. The car said it came with remote start on the main page when searching for a car. I paid for the car and received it but my fob did not have the option for remote.

I let the company know and I sent them the screenshot of the car. Little did I know in the more in-depth features remote start was not listed. I told them that was very misleading. They basically told me because the screenshot I sent them didn’t show the VIN number, they could not take responsibility for the missing feature. So they called me a liar.

So now I am going to leave this review anywhere I can and tell anyone I know not to go through Vroom and never do business there again...for $260 that I was quoted for a new fob.

Length of Use: Less than 3 months

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

Read Vroom’s Better Business Bureau profile. Vroom receives an F Rating, over 2000 complaints and 1.14 of 5 stars. It will tell you everything you need to know about Vroom before selling or buying.

Same experience from Phoenix. After paying $1399 for a delivery fee this is the worst experience buying a vehicle. Vroom will take your money and deliver the vehicle. They will not process the title and registration properly. They will send temp tags and let them expire. Then send more temp tags. Complete incompetence.

Right now I have a vehicle with expired temp tags and cannot drive it yet I still make payments on the auto loan.

You will sit on hold for hours. Then be transferred to different departments, and no one will do anything or give a timeline when registration and license plates will arrive.

They will charge you for license, title and registration upfront in the “deal” paperwork.

A Vroom “title clerk” has been assigned - yeah, 2 months ago. And that’s all the customer service says. “A title clerk is being assigned”. A joke of a company, especially the title and registration department. No timeline to completion will be provided. I’ve waited over 2 months post car sale. How can they still operate in this manner?

I’ve made 2 payments on the auto loan so far and driving on expired temp tags all because Vroom won’t process the registration and tags they charged me for.

Just google “Vroom and registration” and read the reviews. People, these are true stories.

Buyers beware. Save yourself the headache. True story.

Length of Use: 3–6 months

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

I purchased a car from Vroom in February of this year. Up until the exchange of money it was a smooth process (surprise). After that delivery was delayed, no updates were given to me, and I had to call for status over and over. Upon delivery, there were several cosmetic items that weren’t displayed accurately in the photos. This is where things got bad.

Vroom never notified me I had to get the vehicle smogged and the VIN verified before they could register it, and instead told me to sit back and wait for the permanent plates while driving the car with 30-day temporary tags. As we approached the expiration of the temp tags, they realized their mistake. They told me my entire signed contract had been lost and requested I sign another one, they sent a check to cover the cost of inspection and smog.

Here we are 5 months later, I have exhausted the maximum number of temporary tags, and the vehicle has been undrivable since August 21st due to this. I have spent over 12 hours on the phone with Vroom, no one has ever emailed me or called me, I have always been the one to initiate contact. I contacted the Attorney General's office, and Vroom replied to them with blatant lies saying I refused to get the car smogged, and that they had been trying to contact me to no avail.

There is no way to reach anyone other than customer service reps that don’t have the authority to do anything except take notes on your account. It’s too bad because my plan was to purchase several other vehicles after what seemed like an easy experience, glad I waited.

This company doesn’t deserve to be in business, and the same negative feedback is circulating all over the place so you know that it has to be mostly truthful.

Length of Use: 6–12 months

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

Sold my car to Vroom and if I could give them less than 1 star I would.

We originally went with them because they offered a little more money than Carmax, and I was like, how hard could it be? Very hard apparently.

No communication with us throughout the entire process. They had to resend us the contract FIVE TIMES because THEY kept spelling my name wrong on the contract and didn’t want to accept it because it did not match the name on my ID, which they had a photocopy of.

When we finally got the contract sent and signed, they went dark and required a call from us to get the pick-up started. They picked up the car and the pick-up said nothing about the next step to sell the car, so I called them again (keep in mind, pick-up is exactly a month after the original appraisal and acceptance of their offer).

They tell me I need to send in a photo or scan of the document the tow person dropped off and from there it would take 3 business days and I would be paid.

I sent that in the minute I got off the phone with them - no response, but I figured it went directly to the contract person and I gave them the 3 business days. So I called on the 4th day to see where we were in the process. Turns out they immediately knew they couldn’t open it and decided not to notify us to try and resend it again - so no car payment.

We’re on the 5th day since they took the car and no payment and we’re having to make another payment on the car (the second since we started this process). Yay for having to get more refunds from our lender and making this process even longer.

Seller beware - do not sell your car to this company unless you want to wait an obscene amount of time and not be communicated with! Still waiting.

Length of Use: Less than 3 months

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

Everything was great up until my bank sent them a check.

When the vehicle showed up I told them to not even drop it because the 2-year-old truck had so many rust pieces of the undercarriage that were literally crumbling and the frame welds were rusted through. Guy said I don’t work for Vroom, I have to drop it. Okay, I got on the phone, sent the BOL, it took them 2 weeks to even schedule the pickup, and another week to pick up.

Now they have had the car for another 2 weeks and I am making a 2nd car payment on a car I have never driven. Even the customer service reps admit the buyback team will not answer anyone’s calls ever. If you call them at 7am PST when they open you get an answering machine that will always send you to voicemail. I was told on 3 separate calls 3 days in a row that Kiara from the BB team was supposed to call me today, and guess what, no call ever. This entire process has been over a month and a half and I still haven’t spoken to anyone with any answers.

So far it has been 13 days since I sent the truck back, 22 days since Vroom in writing (the only contact I have had with the BB team) said they will process a full refund and I still have no idea when that might happen. Hopefully, before my 3rd car payment is due for a car I don’t have.

Length of Use: Less than 3 months

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

I bought a car from Vroom in March 2021. No temp tag when it was delivered and that was only the beginning.

Not even 6 weeks later the Civic I bought with only 32,000 miles on it broke down. Now the car has been at the Honda dealership where we towed it for 4 months. It is completely inoperable! Being my sole source of transportation, I now can't get to work to pay for the car. In which I am still making payments. Vroom said they would buy it back. Three different people from the company told me that. But yet not one of them has followed thru and gave me my refund!

This is the worst buying experience ever. Not to mention they are going to ruin my credit, which I worked for years on to be able to get a loan. I would never recommend this fraudulent company. Not even to my worst enemy!

Length of Use: 3–6 months

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

The sales process for purchasing my BMW i3 was great and a lot less painful than other dealers, and unlike other reviews, my car was delivered very quickly.

However, that is where my great experience ends. Once I got the vehicle it became quickly evident that they sold me an electric vehicle without the charging cable that comes standard with it. This oversight literally prevents me from driving the car. They are sending a replacement charging cable, but very frustrated with that.

Additionally, the car interior was not in the pristine condition the pictures showed with a gouge in the steering wheel (not pictured), and the cloth seats look a lot more worn than the pictures led on. Pictures were very misleading.

Lastly, now 3 days into having the car and the check engine light for the gas engine has come on. Not sure what I am in for on that, but doesn't seem positive since I just got the vehicle.

Very frustrated with my Zoom experience. I would not recommend at this point.

Length of Use: Less than 3 months

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

I found that the employees who actually answered the phones to be extremely efficient and polite. An ok experience BUYING a car. It was the RETURN that was next to impossible! I think I spent at least 24 hours on hold with Vroom. I expected the return to take up to 3 weeks but it turned into a 2 and 1/2 month experience. Definitely do not make the mistake I did and give them a full payment. I did not want to be caught in any loan documentation with Vroom so I sent the full payment. It was extremely stressful having to try to get through to the buy back department which never answers the phone. The problem is trying to reach the same person...you have to re-explain your case to a new employee every time you call. I had multiple call fails and left numerous messages. It was a fight to get my cash back. So buyer beware!

We took the 4 Runner 2016 I bought to our mechanic and it had a re-built transfer case and very advanced rust for its age and use. Things I thought would be transparent in the 160-point inspection they offer.

After 2 and a half months I did finally get my money back. But that was after about 60 calls to their support team and a transaction dispute filed with my bank.

Length of Use: Less than 3 months

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

If I could give Vroom zero stars, I would. I purchased a 2018 Ford F-150 from Vroom in May and owned it for 45 days. At that point, my truck suddenly shut down while I was driving it and numerous electrical issues occurred. I brought it to a Ford dealership the next day and found out that the truck I purchased had a bad seal and a faulty seam, and water had gotten into the truck and fried an electrical module. I called Vroom and they said since it was past the 7 days, they would not cover any of the $1400 in costs for repair. I even offered to pay half if they would cover the other half. They would not even consider it, and it is not something that is covered on their 90-day warranty. If you are looking for a dealership that supports its customers and the vehicles it sells, look somewhere else. Vroom is not that company.

Length of Use: Less than 3 months

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

It was easy to get a car from Vroom. That's where any concern for you as a customer ends. After about 2 days the check engine light came on, Vroom says they would work to fix the issue or take the vehicle back. It has been 7 months and they haven't done either. Vehicles got problems, like parts missing and falling off problems. Did I mention it can't be registered in the state? You'll get someone to help you, for a bit. And then they just fall off the radar, stop contact up to 50 days+, sometimes they will not return emails or phone calls. I thought this was a fluke until it happened to me 4 times, even the customer service manager.

Length of Use: 6–12 months

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

This is ABSOLUTELY the most horrible experience I have ever had. I purchased my car in full on 1/16/2021 and now it’s 5/11/2021 and I still have no title. This is illegal and no one cares. You cannot speak to a manager and I have over 37 calls logged to the customer support number and still my car sits in the garage. Someone needs to call me.

Length of Use: 3–6 months

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