Vroom Review: How It Works, Pros and Cons

I bought a 2019 Mercedes in December and still have not received an updated drive-out tag or the title to the car. The car has been parked because I refuse to allow my daughter to drive it without a tag. I have spent well over 50 hours on the phone with Vroom and have gotten nowhere. I requested they take the car back after a month of not getting the title. Vroom sent me a buy-back offer for $30k when I paid $38k 30 days prior. Although I am in a situation where I could purchase my daughter another car and let the one from Vroom sit in the garage until Vroom decides to come and get the car, what about the people that do not have access to the funds that I do? Vroom sent me an email that said laws are relaxed due to Covid. I don't know what city Vroom is in but I assure you my sheriff doesn't feel that way. Vroom is an absolute joke. I have filed a complaint with my state attorney and consumer protection as well as BBB. If anyone has any advice on how to get answers from Vroom please let me know.

Length of Use: 3–6 months

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

Vroom, April 8, 2021 - "This review will not post to our site until 4/22/2021 to allow this dealership time to resolve your issues."

I purchased a vehicle from Vroom on November 18th, and received it on December 4th. The car came with temp Texas license plates. The temp plates were set to expire on 1/29. No one called me about the temp plates expiring or what to do. On the night before they expired, I called the Customer Service Registration dept and they were able to issue a temp tag for another month, BUT first I had to increase my insurance policy to match the Texas state minimums. Vroom said they would reimburse me for this, but have yet to do so.

They are really very bad at being proactive towards customer service, definitely more reactive. Their excuse is the amount of volume of sales they are handling is creating too high of a workload for some reps that they literally just never respond, like Jose R., who was supposedly in charge of my reimbursement for my tires but never once called me about the matter.

My plates arrived in the mail on March 4th. I had to get my inspection done for the vehicle, so I brought it to a local Jaguar Dealership as soon they could make an appointment for me because I was also getting an alert about my blind-spot monitors failing and an alert about service due in the next 1000 miles (all within the first 90 days of owning the car, really not good).

The dealer couldn't find any service history on the vehicle using the VIN.

The service for the 32000 miles on the F-TYPE is $750 plus $150 in parts, so $900. Vroom says this is on me, and won't cover a penny, not even split it with me or nothing, no negotiation on it.

The dealer performed a full inspection on the vehicle and everything turned out ok, with one exception. They sold me the car with the wrong rear tires. The tires in the back of an F-TUPE are supposed to be staggered, and my tires were the same size on the front and back. The dealer charged me $610 for the tires and $250 for an alignment because the car was also unaligned.

The repair quote for the blind-spot monitors was 2800 plus tax. SafeGuard Premium Warranty was purchased for the car, so I contacted them, and they did pay $2100 of the total $3100 bill, so about 2/3.

I had to pay the remaining balance, $900 to cover the balance of labor time and parts they didn't want to pay.

So received the car on December 4th, and by April 4th I have paid in total:

1. $3100 for blind-spot monitor repairs (SafeGuard Warranty paid $2100).

2. $79 for an increase to my insurance to match Texas policy minimums for 2 months (not reimbursed yet).

3. $900 for 32,000 vehicle service for the car (refuse to reimburse or even meet halfway).

4. $860 for the correct tires (they are reimbursing $860).

Honestly, I shouldn't have to be getting service alerts 2 months after buying the car AND be responsible for that cost. Vroom should be covering things like this or at the very least meeting the customer somewhere in the middle. These things should be caught by your teams that are inspecting the cars and making sure they are handled before the cars are listed available for sale so that your new unsuspecting customer doesn't buy a car and 2 months later have to fork out a payment for vehicle service.

Vroom also NEEDS to take a pro-active step to try and reach out to customers with temp tags. If you find that the customers have an upcoming expiring tag, the reps should prepare the customers so that the temp tags can be sent in time, not in such a manner which Vroom seems unprepared for this. Especially being that it's not a unique issue, this is an ongoing problem spoken about on Vroom's Facebook comments.

Vroom's staffing is very courteous but lack serious training. I hope they do something to improve on this because otherwise this company is bound to fail because the customer experience is NOT better then just going directly to a local dealer.

Length of Use: 3–6 months

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

This experience has been a nightmare.

11/25/20 was the date that I put my deposit down for the vehicle. I didn’t actually receive it until 12/24/20. And to get that far required tens of emails back and forth with different agents. They do not assign you one person to assist with your purchase. In total, I have been assigned 8 individuals, most of which have been totally useless and completely unorganized. I’ve spent MANY hours on the phone. On hold for a lot of that time. Of the 30+ people I’ve spoken with, two have had what I’d consider great customer service skills. The rest are human robots that I imagine were hired from DMV. Today is 3/18/21, and I’m literally on the phone as I’m typing trying to get my license plates. They’re 1 month overdue and I’m driving with expired tags. Fortunately, I have emails that show Vroom’s ineptitude so if I get a fix-it ticket hopefully I would not be responsible. So we’re coming up on four months and I’m still in contact with this company.

My biggest complaint is that one person will start one phase of the process (purchase, contracts, finance, registration, title, etc.) but it will get handed off to someone else and inevitably they don’t share information. I get calls and emails asking for the same document or whatever they need. And when you call to speak to your assigned individual instead of emailing (because obviously that communication method is not working) they aren’t available because they only handle online support. On numerous occasions, I sent documentation or requested information but the person handling my case never input the data. So I call for an update weeks later and they come up with something like “well that document is in your profile but hasn’t been submitted to the appropriate department yet.” You ready have to coddle and hand-hold these people every step of the way.

I’m fortunate enough to have SOME free time to waste going back and forth with these people. I think most people would rather not. I know dealerships or used car lots are no fun to deal with, but I absolutely do not recommend doing business with this company. There was a small savings over going to a local (or even within a 100-mile radius) sales facility, but I would have gladly paid more to have simplified this process. My last vehicle purchase was at a dealership and it took all of one week from start to finish to conclude my purchase. And the customer service department with Vroom is incredibly frustrating. As I said, of the very many people I spoke with, TWO actually went the distance and tried. Most of my interactions left me with boiled blood and clenched fists. I hope they go out of business soon and make way for people that know what they’re doing.

P.S. Hannah Newman is one of the great customer service people. Thank you! Unfortunately, I don’t have the other woman’s name. Shout out to your Deonte for forgetting to submit my insurance declaration page for 3+ weeks until I contacted your boss! Shout out to Marina for no longer working with the company, probably for reasons like forgetting to submit my smog, weight certificate, and VIN inspection sheet for over 1 month! Shout out to Marie for being nice at first, then rushing me to finalize my purchase, then dragging your feet on delivering my truck!

Length of Use: 3–6 months

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

Never buy a vehicle from here unless you don't mind it taking a month to get your vehicle. Worst experience ever! Not once on their ads do they say it will take a month to get the vehicle. BIG NIGHTMARE!

Length of Use: Less than 3 months

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

On February 4, 2021, my daughter sold her brand new Mazda Miata to Vroom. She still has not been paid for it. We have called every day for three weeks. Their customer service is inept and deceitful. They say their accounting department is backed up. You can't reach their executive offices because the phone number listed in their SEC filings is their dreaded customer service line. No one responds to letters or emails.

Length of Use: Less than 3 months

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

Do not buy from Vroom. I’ve been waiting for my license plate for 2 months now. Vroom refuses to email and call me back. I’ve called and emailed numerous times. My temp plate is going to expire and they have not helped me resolve it. I’ve been given the runaround. Waste of time.

Length of Use: 3–6 months

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

I was initially (August) very impressed with Vroom. It took a little while to get my trade picked up but other than that smooth sailing until November came and my temp tags are expired and I haven't received information about where to send my payments. It's a pandemic so I'm not too worried, things take time. They did send an email in mid-November asking for my insurance information, which I provided, so that they could send me updated tags.

Fast forward to January, still on bad temp tags, no loan information and I get a call telling me that I have to reapply for financing. At this point, I don't want my credit hit again for several reasons - mainly because the impact of the initial credit check is still freshly negative and I honestly don't trust that in another 5 months the same thing wouldn't happen.

So between January 15th and February 8th, I'm playing phone tag and emailing the financial team about my concerns and trying to figure out options and all of a sudden I get an alert that they ran my credit again. It's almost March, still on expired temp tags, no new information regarding a loan, and I'm being told that they are coming to get the car they dropped off to me but can't give me the car they picked up from me.

I just want to be whole again.

Length of Use: 3–6 months

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

Please, for the sake of your mental health, do not buy a car from Vroom! I have been waiting 11 months for my plates and registration and Anastasia McCoy, the agent, has done nothing. I can't even talk to her when I call because she prefers email. Do not do it!

Length of Use: 1–2 years

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

Vroom should be ashamed and shouldn't be associated with this dealership!

Buyer beware! My post is long but well worth the read, plus it may help you! Per my own rule, I give reviews at least 6 months after purchasing a vehicle because some dealerships, like this one, are not trustworthy. Plus I like to give honest reviews that may help the next person.

First I'm sending a congratulations to those customers that had an absolutely wonderful experience at Texas Direct Auto, in Stafford, Texas, because it wasn't the case for me.

The process is extremely rushed. I shopped Vroom online. The salesman, John, immediately notifies me. Asked me for my info and I was approved fast. Ok, basically, you get there, they'll have the car you want ready, you have 25-30 minutes (if that) to test drive it, and if you purchase it, you have 7 days to return it. The scam is, a customer buys a car when they really need one and sometimes out of desperation. The car will run like a charm for a few weeks so of course you will not bring it to a mechanic or return it within 7 days. Your 7-day limit will expire before the problems start.

Six months ago I purchased a Cadillac SRX. The car is beautiful on the outside, ran well, seemed like a good vehicle. Then I notice advertisements on the CUE screen that pop up, 3 fake center hubcaps that had stickers, the car hesitates to start when cold, there's a rubbing sound when turning coming from the driver side front wheel AND I notice an unusual amount of smoke coming from the exhaust pipes. Of course 7 days have passed but I did get the 2-year extended warranty. Oh yeah, and with that, they tell you to bring it to them for repairs or the Cadillac dealership. As a customer, they think you are too ignorant to understand that they do not do inspect the cars like they say they do. Instead of them doing the right thing and inspecting and fixing things properly before you purchase, they push for you to purchase the extended warranty so when things go wrong, you bring your lemon car back to them to repair and they will charge it under the warranty they sold you and you pay for out of pocket expenses.

I take it to Sewell Cadillac. This car has multiple problems. The fact is it is dangerous for me to drive and should've been auctioned. It shouldn't have been on the market for purchase. Engine issues, oil leaks, gaskets needed changing, all filters were extremely filthy and needed changing, fluids dirty and dark (oil, brake, etc.), suspension problems, rusty wheel components, air compressor stopped working and need replacing, electrical issues and so many other problems as well. I've brought this car in for repairs so much, within 6 months, that the Cadillac dealership called an Independent Car Inspector in to assess it. The inspector told the Cadillac Advisor to hold off on any more repairs until he arrives to inspect the entire vehicle. I truly feel they sold me a hurricane-flooded vehicle.

I'm going to post this review on all social media platforms, notify my lender, and find out all my options of legal pursuance. Again, buyer beware!

Length of Use: 3–6 months

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

Purchase date: 12/09/2020.

Delivery date: 12/29/2020.

Initial Review date: 01/12/2021. Delayed delivery, misinformed staff, and extended delays in resolving issues by playing phone tag.

Update: 02/20/2021. Apparently, you need to get a full vehicle inspection done under 7 days, failing which they will not cover any issues you may find soon after. They redirected me to file a claim for rotors and brakes with 'Safeguard' who rejected my request as it was a maintenance issue. Their website says, "Multiple Inspections Our cars are inspected for safety, mechanical and cosmetic issues", but I have found the following issues:

On the day of delivery: 1) wheel alignment issues, 2) broken windshield wiper (resolved on 02/09/2021), and in less than a month of ownership: 3) low engine oil quality, 4) filthy engine and cabin air filters, 5) brake and rotor issues, 6) crayon stains on the rear inside roof.

I repeatedly fail to reach my customer service specialist over the phone and receive confusing email responses with a gap of 2 weeks between each correspondence. This is how convenience turns into a nuisance.

Length of Use: Less than 3 months

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

Horrible experience, worst customer service! No communication whatsoever, had to call dozens of times for paperwork/delivery information that should have been provided. Told I would get calls back, I never do, told I would receive my car one day and it doesn’t show up and had no reason why. Finally, my trunk latch only works sometimes, yes, I purchased an almost 17k car and the trunk won’t open or close sometimes and Vroom says “sorry it isn’t covered”. That is utterly ridiculous. But you know what, it's a $100 part and it is quicker to fix it than argue with them. Hands down the worst customer service I have ever experienced, I even had their staff member(s) tell me that they agree that they don’t know why they're so disorganized and lacking staff and sense of management.

Update, Vroom always responds to bad reviews and says "so sorry we will contact you", with a message both privately and publicly but never contacts me and even makes an attempt to resolve the issues!

It is now almost 3 months since we completed our paperwork and we still have not received our registration and no one can give us any information. It is like a fricking circus just going round and round dealing with this company. The "5 star" reviews you see HAVE to be fake.

I cannot stress this enough, buy ANYWHERE else.

Length of Use: 3–6 months

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