Vroom Reviews 680

Do not buy a car from this company VRoom. It is a car online scam. They will take a 249 dollar deposit and hold the vehicle for 24 hours. Then delay, asking for more personal information, then run out the 24 hours. Re list the car. You then lose the 249. Stay away !

This company is an absolute scam! I am in the middle of a 3 week nightmare which, by all accounts appears to be a bait and switch now. 1) While the internet lists a corporate office of Huston TX or NY NY, there is no phone number to a corporate office. 2) We put a $250 hold on a car while waiting for a loan 3) the customer rep. neglected to mention the company only accepts down payments via WIRE TRANSFER. This fact resulted is the need to re-apply for a different amount on the loan 4) The company failed to link the Vroom account to the car we placed a contact for, thereby preventing us from being able to make the down payment. When we contacted customer service, we were told the matter needed to be transferred to another department to link the account and someone would get back to us in 2-3 days. 5) The very next day we receved an email stating vroom was keeping the $250 deposit and reposting the car as available. We now have a check for a loan from the credit union for a car we don't know if we can now get. 6) Further, even after you pay them 100% of the money, they still will not give you the car! They send you additional paperwork to go to the DMV and license and register the car yourself, then mail the documentation. Only after will they get around to delivering your car (MAYBE) and it can still take 2 + weeks for the delivery and they charge you anywhere form $600 - $2000. Afterwards they have to send you a title, I am reading reviews of insurance companies dropping coverage because they did not provide the title timely. I have reached out to TruCar (who advertised them) and PenFed (who used TruCar on their PenFed website). This company is a SCAM with no corporate office number! No accountability! Bait and Switch! Call the BBB at 1 (703) 276-0100 to make them aware of your experience with this company! Please see the current BBB complaints Fraud Alert! Fraud Alert! Fraud Alert! Fraud Alert !

During Covid February 2020, we decided to get my husband a car. Looking around and online, we decided on Vroom, we found a 2012 Infinity G37 Journey with low mileage that my husband really liked, it only had 63k miles. Long story short, we took the car to an Infinity dealership and found out the car was in an accident and it was not reported. The bearings, spark plugs, cabin filter, brake pads, rotors, and the engine needed some things replaced as well, oh! And the car was in need of an oil change. I do not recommend Vroom to anyone, this company is not trustworthy.

Vroom should be called circus auto.the worst company I have ever had dealings with.it has been six weeks when I started the process to by my daughter a car.and it is not here yet.the left hand don’t know what the right is doing.we have had to sign the same documents several times.they said the car was on the way three days ago and the are still asking for documents to be signed.we have had to call them a ridiculous amount of times because the communication with this company is awful.called them earlier today nobody knows when the car will be here,they cant even find the car.it has been so frustrating,really can’t describe how bad the service is.I would love to talk to the CEO but can’t find a supervisor to talk to.do yourself a favor stay away from these clowns not worth the stress and agony.I hardly ever rant and rave but this situation with vroom has been the worst company I have ever had the misfortune to deal with

This company contacted me from 855-437-2513 at 10:40 pm EST waking me up (one ring and Hangup) after I ask them not to contact me! Pretty sure that’s illegal!

Offer was $10K below KBB trade in value for Wrangler so I replied to email-no further contact!

Terrible business and reviews show!!!

On January 23, 2022, my Jeep was delivered. I loved it! I was so happy to finally have it sitting in my garage, and to have my freedom back again. I had it looked over and drove it quite a distance trying to make sure everything was working properly prior to Vrooms 7-days return policy expiring. Two weeks later, I started hearing a noise coming from the differential area. I made an appointment with a Jeep dealer to have my new Jeep looked at. There, they told me that Vroom delivered the Jeep to me with two different brands of tires, two of one kind on the front, and two of another kind on the back – same size, different brands. This caused different rotation speeds between the front and back tires, causing damage to the transfer case, differential, and rear axle. Unfortunately, I am not a mechanic and didn’t know the tires were not matched or that this was going to cause such horrible issues, or even to look for it. They quoted me $5499.68 for repairs, which included new tires because the tires MUST match. The mechanic was genuinely concerned for my safety and stated that it was extremely dangerous for me to be driving the car that way, and that I was lucky nothing had happened on the road. They called on the 90-day warranty, but my claim was denied because it was the mismatched tires that caused the damage. This I do not understand, but VroomCare (SafeGuard) stated that Vroom (the seller) was responsible for the repairs due to how the damage occurred. When I bought the car and read the warranty, I was under the impression that “the seller will cover 100%” of any issues for the first 90 days, so I was flabbergasted that I was in this situation. I tried many times to talk to Vroom Customer Service Department and had a claim started at some point, but nothing was ever done. The service man at Adamson’s also called Vroom Customer Service and could not believe that he couldn’t talk to someone, get a response back from Vroom, or get this taken care of for me. Neither the repair shop nor I EVER received a return call from Vroom Customer Care. The one time I was transferred to Customer Service Department, I spoke with a woman who was obviously annoyed that I was questioning her and stated in an extremely nasty tone, “Well, ma’am, you’re just going to have to pay for it, your seven-day warranty has expired!”. Also, since the different brands of tires caused the issue, the 60,000-mile powertrain warranty won't pay. My vehicle is parked in my garage without it being repaired. I am sooooo heartbroken. Just have no words for how devastated I am.

Absolutely the worst car buying experience in this planet. I attempted twice.

First attempt: 2020. I was in the market for a used Tesla Model 3. After finding the perfect car the sales team was phenomenal. Very helpful in sending me in the right direction. Submitted my deposit and began the financing side. Financing was a breeze. Now I was awaiting my paperwork to arrive. I was told it will arrive to my email within 6-24 hours. After three days of waiting, I called. They stated “It will be another day our department forgot to send the paperwork.” A little annoyed, but I said okay. Another two days pass with nothing. I then call back to cancel my order. They gladly canceled my order. I asked for a refund if my deposit and they refused (along with my $2,000 down payment). They said it is against their policy to do refunds. I accepted my loss and gave up.

Second attempt: 2022. I decided to try Vroom again. It’s been two years, it has to be better right? No. Not at all. I found my Jeep I was interested in. Go through the buying process. Goes smooth. Awaiting the infamous paperwork again. After four days of waiting so cancel the order as I still had it received the paperwork. I request my deposit back, and what do you know, denied again.

So to this date, I have lost $2,750 to Vroom. I would highly recommend not going through vroom for anything. Their selection is big, but other than that it’ll just leave a sour taste in your mouth going through the process.

Pros
Very helpful sales & support team.
Large selection of vehicles.
Easy financing

Cons
Terrible policy on refunds
Inability to file paperwork properly
About everything else that wasn’t mentioned under pros.

I placed a hold on a vehicle with the $249.00 fee they requested. One hour later we discovered the vehicle was a front wheel drive only. We live in the North West and must have all wheel drive. I quickly cancelled our hold within an hour, yet vroom refused to refund the hold money.
Too many other businesses on line providing this service. No need to deal with this type of customer service.

My process started the last week in November of 2021, and is still ongoing! In the beginning the Vroom will make you feel that all your needs will be met the end result is once you sign the wet contract you are dead in the water good luck!

The buying process was very smooth found the car I wanted online was able to communicate with everybody I needed to and then I signed the wet contract on December the 9th, that is the last time I have talked to anyone that can help. They told me my car would arrive on the 17th of December then they said the 19th then they said the 23rd.

I was busy during the holiday season I just said the car will get here when it gets here, I got a phone call from the driver saying he was going to deliver the car on the 31st of December, I had already made appointment with the Ford dealership to get the car inspected the car arrived on the 31st I was trading in a car I told the driver aren't you going to take my trade in he said his bill of lading was for drop off only this is when I try to contact Vroom with no luck it wasn't until the 17th of January when I finally got a call however after the drop off I checked the reviews then I realized I was in for Long haul at that point I told Vroom there was no way I would trade my car to them they will not speak with you, they put on hold forever!

On the 3rd of January 2022 the Ford dealership found I had two bent rims and two tires that were out around! Other than that the car got a clean bill of health, I took the vehicle to discount tire, the two new rims and two tires came to a total of $1,100. I sent room pictures and the bill they told me they would only give me $524, bottom line is this company will steal your joy of getting a new vehicle it is absolutely my worst buying experience ever! The main thing is this, I have never dealt with a company that will not speak to you or give you the ultimate runaround, also leave you on hold forever! These are the things that will cause you to have health issues because you want to do the right thing and you cannot get a hold of anyone that should stick out if it doesn't shame on you! No communication & forever hold times!

In closing of course I'm with the many that have expired temporary plates, with no help in sight. I found a forum on Facebook that gives useful helps from previous users having problems and solutions to help, I have had to contact the Texas DMV I have an investigator helping me out bottom line! This is totally unbelievable!

I could go on forever with the many problems however I'm trying to give you the main points! I blame Paul Hennessy the CEO of the company! He is nowhere to be found! A friend of mine found an email address for him I emailed him returned undeliverable! It is literally unbelievable how this company is still in business! I've talked to lawyers and others involved in commercial business conflict resolution, and have been advised to contact your state representative as this relates to e-commerce and laws have to be changed on the books! All I wanted to do was get a new used car! Unbelievable, speechless, very real, has affected my health and mental psychic, and in closing it is not worth the time or extreme levels of stress! As a matter of fact it is a total waste of time I am stuck! I intend to get my results this was the last thing I wanted I hope this helps sincerely...

Welcome to VROOM! Before you get started with your new purchase first take a few minutes to assess if VROOM is the right fit for you.

Do you hate good customer service? Maybe you despise companies who care for their customers? Do you hate it when businesses make promises and then actually deliver on them? Maybe you get extra irritated when a company can tell you exactly where you're at in their process? If that's you then welcome to VROOM!! You're going to LOVE it here! But dont just take it from us. Make sure you read our 3,518 complaints with the Better Business Bureau.

At VROOM we literally hate our customers. That's why we hire offshore virtual assistance and call them our "Support Specialists." That means after your salesperson has got your contract and totally abandon you, you'll be able to palace a call where you'll be placed on hold for up to two hours. But dont worry. We'll be sure to play the same jazz song over and over while your call is bounced from India to Pakistan to our first available rep. Once they answer your call they will have absolutely no idea what is going on with your account BUT dont fret... They will tell you anything you want to hear so you will leave the call feeling like you are in good hands... only you're really screwed and have no idea what you've gotten yourself into.

Now, after 2 months of resending your driver's license, insurance paperwork, and trade-in title multiple times, we’ll send a truck to pick up your trade. And even though you expected to have a new car weeks ago, things are really looking great!

A week or so later, your new vehicle arrives! Dont worry, we have left it with only 2 miles until empty because well, we hate you. Consider it a thank you for doing business with us. Oh, and your delivery guy rescheduled twice with lame excuses but you hate companies who actually meet your expectations. Here at VROOM we are all about messing up every single step in the process.

Woohoo the bank called to let you know the date of your first payment. Things are really looking good. It's only been two months and you have a new vehicle! So much easier than sitting at a dealership for four hours...

But wait! You dont think we would give you this awesome experience without the ultimate surprise, do you? We saved the very best for last! Forget the horrible reviews you read about vroom, forget the youtube video where we lost a check for $60k dollars, pay no attention to our 2.5-star rating on trust pilot or our 2-star rating on Yelp (impressive I know) We've screwed over thousands of people but today we have the perfect surprise for YOU! Wait for it... we never paid off the loan for your trade-in!!! That's right, we hate you so much that we didn't pay off your loan or tell you. Here you are driving your new vehicle and you still owe money on the last one. That's right you have two car payments now. Surprise! But that's not all! Because we didn't let you know and you assumed we would do what we told you and pay off the loan, you now have a missed payment and your credit score has dropped 68 points!!!! That's right, we totally wrecked your credit because we hate you that much! Dont worry though. We didn't complete your paperwork to the bank either like we were supposed to so now they won't be giving you that original interest rate and payment you agreed to. Nope. Now that payment will be $200 MORE than the contract you signed, with a much higher interest rate because thanks to vroom you now have crap for credit.

You can ask to speak with a manager but we know you'll love doing business with us so much that we have created a culture of zero accountability. It really helps us grow.

ALERT: If you're considering buying or selling with Vroom you would be better off punching yourself in the balls or boobs no less than 100 times and then jumping off a bridge into shark-infested waters covered in blood. DO. NOT. DO. IT. I'm now shopping attorneys. See you in court Vroom!

Worst customer service ever.

1) Was trying to see my car to them - they made an offer which I accepted
2) They asked to send me the documents which I did with the FedEx label they sent me
3) another CSA calls me the next day to say we cannot buy your car till the title is entirely in your name. Well, ok - now the title is with you, please send it back.
3) 2 week later and still not title.
4) Customer Service agents will answer the phone but CSAs are authorized to read what is in their system - anything more and you are referred to another number which is never answered.
5) As of today, 2+ weeks in, still don’t have my car title.
Never again would I use or recommend.

The process is crazy I finished my purchase on 2/7. The car was delivered from NC to GA on 2/11 when I got the email. I have since reckon information not on the site or call. I have called numerous times to ask an update but nothing is available just the latest delivery date of 2/21. The Atlanta hub is 20 mins from me and some how they cannot find a driver and will not allow pickups. Nobody answers, not logistic, the hub and customer support just transfers me around and creates tickets and emails that nobody responds to or provide me an update on. Apparently nobody know what is going on.

Where to start....the absolute worse buying experience ever. This should give you a clue: We traded in a car and bought a car from them. The car we bought now sits in our garage with expired temporary tags and we have no title for the car. DMV says their system doesn't show us as the owners and they can't issue us permanent plates without a title. Vroom has the title. We've got nothing. Calls go unanswered. Emails go without a response. Nobody calls you back. Wait times are in up to 13 hours, If you leave a call back number, no one calls. We're screwed.

Very unprofessional. Vroom gave me an offer to buy my 2016 Jaguar XF. I uploaded everything they asked for on a Wednesday and was told I’ll get an email with a contract to sign. I heard nothing from them for 4 days. On Monday I called to see what’s going on and was told my account was shut down. The Person from Vroom on the phone told me the documents were fine and didn’t understand why they shut my sale down. He told me he’ll work on a resolution and to expect an email that same day. Well, no email so I called the next day and was told I needed to redo everything and start from all over. I lost a week in this process and was very annoyed to say the least. I decided to go with Carvana and the process was complete the same day!! What a difference. Two days later Carvana gave me a check and pick my car up hassle free!! DON’T WASTE YOUR TIME WITH VROOM!!!!!!

Terrible. Absolutely awful. Incompetent.

I am attempting to sell my vehicle to them for about $1800 less than street value because it's supposedly fast and easy. A portion of my paperwork was incorrect so I opened a case to have it corrected. I submitted the required proof to have the paperwork updated accordingly on the same day as the case was opened by their "customer service". That was 5 business days ago. Every day since that point I have been told that I would have updated paperwork in 24-48 hours. Every time I call I receive "updated paperwork" via DocuSign that is the exact carbon copy as the original...no changes made based on the case and evidence submitted.

They also continue to both email and text me that I haven't used the FedEx label they emailed to send them my title. Nor have I signed the DocuSign.

I know that!

Today, speaking with the 5th person to tell me the exact same thing; " within 24-48 hours I'll have updated paperwork", I insist that I speak to someone because I don't have time to continue to wait and get told the same thing every day with no results. They put me on hold to get someone who could help me today and after a total of 47 minutes I conveniently get disconnected.

I then checked my email and noticed that while I was on the call I received a new DocuSign from Vroom. Hopeful that this ridiculous bureaucracy will soon be over, I open the document and everything, once again, is an exact carbon copy from the original paperwork!! Once again, no changes or edits to make the paperwork legal.

9 minutes later I receive an email from Vroom saying that my "Vehicle Sale Expired". "We'd still like to purchase your vehicle. Please visit vroom_dot_com/sell to receive a new price by submitting an appraisal with updated information about your vehicle." I think to myself, maybe this is best. I can simply resubmit with all the correct info, receive (hopefully) the same or similar offer, then sign the documents and away we go...right? No! I go to the web site, enter my VIN, submit... page refreshes to a blank page. Re-attempt. Same result.

I WILL NEVER FEDEX THE TITLE TO MY CAR NOR SIGN PAPERWORK WHERE THE VALUE IS "SUBJECT TO CHANGE IF INFORMATION DIFFERS".

Never again, Vroom.

I’m only putting 1 star because I have to. I’m currently in the process of trading a vehicle in as well as making a purchase. Vroom’s customer service is abysmal with rude employees who provide zero answers using the same generic response, “that’s not my department.”

Do they have good prices? Yes but when you factor in shipping and everything else you’re better off just buying from a local dealership.

I do not recommend anyone using Vroom and you should avoid them at all cost. Making a purchase of a new vehicle should be fun and exciting but with Vroom it’s everything but that. Save the headache and buy local.

On December 30, 2021, Vroom emailed me a good offer for our 2013 Pathfinder. We completed the documentation that same day and received confirmation from Vroom. A FedEx envelope quickly arrived which we used to send in the title and another doc. A few days later, the title was returned without any explanation at all. at some point my wife got an email saying everything highlighted needed to be signed. Well, everything highlighted had been signed, so we sent it all in again on January 7, 2022. On January 13th, I received an email "to confirm that we have received the information previously requested. Your information will be reviewed as soon as possible and we will proceed with processing your deal. If any additional information is required we will contact you by email."

So we waited. Nothing happened, certainly not within the timeframe advertised. Then I wrote a snail-mail letter to Vroom CEO Paul Hennessy, asking if he might move things along. Still nothing.

On January 27th I began calling the service center. After getting a promise of a call for pickup in 24-48 hours (or sometimes 48-72 hours, I'd wait a day longer than the promise and call again. I even called (twice) Run Buggy, the broker who schedules the carriers for pickup. They had no record of an order from Vroom.

On February 9th, I asked "Lisa" what the status was. When she said I'd get a response in "72 business hours," I asked her how many had elapsed since the first promise. She had no idea. I suggested she have my title returned; she said she'd submit an "inquiry for return of title."

Well, that (along with pricing the vehicle) was something Vroom was capable of doing. The title arrived by FedEx on the 11th.

So what could have been done in a week never happened in a month and a half. The cost of continuing the car insurance pales next to the aggravation of contending with Vroom.

Apparently others have had successful experiences selling vehicles to Vroom. Not me! And maybe not you.

UPDATE: A few days after the title arrived, I applied to Carvana. The process was completed in just a few days -- would have been even faster if I didn't need an extra day to replace the battery. BTW, as I was driving home with that battery, I got a call from Vroom. He wanted to schedule a pickup. I told him the deal had died and my title returned. He had no clue. Carvana arrived the next day with a check. Five stars for Carvana!

SCAM is the best way to describe them, I work for this company they outsource people like me from México an other countries of Latin America to take calls as tier one agents even though we have no idea how a car purchase process works there nor do we know how the title and registration process works I get daily calls about customers not getting titles and registrations some for over a year and when there are issues like vroom not having the title vaulted they advise us to give customers the run around

DO NOT BUY A CAR FROM VROOM! 0 STARS!!!

I purchased a car from vroom 6 months ago and still have not received the title! I’ve had 3 temporary tags issued and can no longer get temporary tags due to that being the maximum. I was told I would get a rental car and I have been waiting 3 weeks for a rental car. Every time I call you get no where! They say they will open a “case #/ticket” and you just have to “wait” there is no direct line to any supervisor. Worst customer service ever!
I go to school, work, just became a mom and I cannot drive the car I bought nor do I have a rental car! They do not care about the customer! If you want to save your self a head ache for months and months do not buy from here! Look at the other reviews this place is a disappointment and a disaster. It needs to be sued and shut down!

Abysmal. Infuriating. Astounding they are still in business. Problems and delays at every point in the purchasing, delivery, and quality of the vehicle. Customer service is essentially nonexistent. I urge you not to buy a car from this highly disfunctional company. You will regret it.