FREAKING RUN!!! I purchased a vehicle from Vroom through using their affiliate United Auto Credit. I got the vehicle checked and turned in the bad results from my mechanic within 7 days. Day 14, the transmission went out just as my mechanic stated it would. Vroom and United AUTO Credit went after me in court and won a judgement to garnish my wages. Drove the car for less than 100 miles. They DO NOT uphold their warranty, refused to fix the vehicle so it sat at a mechanic shop until they picked it up. This is the most unethical and immoral set of businesses that I have ever dealt with! Just run!
I read some reviews that made me feel cautious as I looked for a certain vehicle. Overall though the process was fast and the customer service was very helpful. My agent was Thomas and he helped me through all of the correspondence and paperwork. He was helpful via phone and email. It will be helpful if you have a computer. It will expedite signing necessary documents and title etc. Be prepared for the process paperwork and delivery to take at least a week or two especially if your vehicle housed in another state. Overall the lightly used Honda Civic was beautiful, clean and as described. The price was right and the financing was quickly processed. Great job everyone at VROOM you have surpassed my expectations!
If I can leave negative stars, I would. Stay away from this company. Horrible service. Car was delivered in a mess. The Platinum warranty has a LOT of exclusions. Complete waste. I would NEVER buy a car from Vroom again.
12/28/23 my deal was finalized and now I have to wait 14 days to get my car? The car was only 327 miles away. It didn’t take 14 days to get my money or the paperwork from me. I called them and was just given a runaround saying it’s their policy and they need to inspect the car. Ok, you don’t inspect them when you receive them? I’m about to cancel my deal and take my money elsewhere.
This is the day that I finally hope Vroom will reach out and tell me when the vehicle I purchased since 11/26 and was asked to put on my insurance policy on 12/1 will be delivered. Down-payment and all documents sent by 12/2. I even added the darn car on my policy on 12/1, even though I don't even have it. Yet, I repeatedly had to resend the same documents because no one apparently checks uploads in My Hub; each time I called, a rep would send me an email and ask that I upload the documents directly through the email from such rep. Anyway, followimg this repeated exercise of uploading the same documents over and over again, someone contacted me on 12/7 and assured me that all paperwork on my end have been submitted and I will receive a follow-up call about when the car will be delivered. As of the weekend and a few minutes ago when I checked My Hub, it still states that there are documents outstanding from me and I needed to send in the down payment-- which I not only sent on 12/2, I also sent screenshots of my account to show that it was withdrawn. Pit another way, the sale is still pending. It takes that long folk, regardless of diligence on your part. I DM Vroom over the weekend about this email and sent screenshots. I also reached out to both sales reps that I have been dealing with, via email, over the weekend about this-- asking what else is needed from me when they've called and told me on 12/7 that everything is in. I've not gotten a single response from anyone, either to my DM or email or a call. Please please please, if you are buying a car, try somewhere else. Dealing with Vroom is the most frustrating. One other hope from me is that I don't get the same experience with the car as I did in 2019 when I purchased a 2017 X5 from Vroom. That vehicle came leaking oil and completely ruined my driveway. (Check my old reviews and pictures attached from that period). I only one can give zero stars
I found a vehicle my wife and I both really liked. We put down the hold amount requested. The sales person collected the remaining of the down payment. First I had to wait for the next day paperwork that was not shipped when they said it was so I came home from work to get papers signed and sent back only to not have them arrive. After sending them back it took days for them to upload them and then told they had to mail them to the bank. Who mails papers anymore? After a couple more days I was told it would take the bank a day or two once papers were received then it would take 2 weeks for delivery. 4 weeks to get a vehicle seemed ridiculous and I needed it for my wife to get to work. After all the waiting we decided to cancel the deal, we were given the initial hold back to my card right away but the remaining of the down payment I still have not received back. I have emailed, made several calls, and filed a complaint with the BBB that I now know has given Vroom an F rating! The sales guy was very nice but the company just don't have it together.
Signed a contract to purchase a car on 11/15 and paid the deposit 11/17. It is now 11/30 and still no car. Between the salesman, our customer rep and the bank, we have signed 4 contracts only to he told that the terms are wrong on each contract. The last one signed this morning...wrong too. Down-payment is incorrect. The bank wants its 4th different amount down. We already paid $999 yet we have been told the down payment was $999, then $1234, then $1483, then $901 and now $1150. Do yourself a favor and stay far away from them.
To be honest, the most frustrating part of the experience purchasing our used vehicle was when we were nervous about the purchase due to terrible reviews. We had a seamless process and our registration and plates were delivered within 2 weeks after our purchase. We scored a really fantastic deal on a practically new vehicle. We felt that the risk could be worth the reward because of the return policy. We just made sure to get an inspection immediately. I was skeptical because of the reviews, but it was a much better experience than our last purchase through a standard dealership. Just be prepared for the paperwork process to take a couple weeks, but if you have time then it's totally worthwhile. Don't be discouraged by bad reviews if you found a car you love for a good deal!
Three times I tried to buy a car from them. They are clueless about communication, you get a different answer from everyone depending on who you speak with, and Ferrari…the finance manager, she should NOT be working with the public. She spoke over me, cancelled my deal and blocked my number and is still holding $1600 of my money. The final time I gave them a chance (BIG mistake) they sent me the wrong paperwork and tried to blame it on me. This company is as bad as it gets, and their customer service has everything to be desired. They don’t care if they make a deal or not, you will wait for days for a call back… IF it ever happens… and then they blame the customer or each other for the mistakes. Apparently there’s no supervisor on duty regularly, so good luck. Someone do this company a favor and shut it down. Next call is to the BBB and an attorney for the fees they said they’d cover, as well as my $1600.
The list of complaints is extremely too long. I purchased a car in the past from Vroom about three years ago and it was not a bad experience. This time it has been the absolute worst. I should’ve known better from the start. I put a deposit down on a car and waited for them to send me the paperwork to start the deal since I purchased from them in the past, I was a little familiar with the process. I waited and got nothing until the very next day I was notified that the deal had been canceled, I called customer service and they could not tell me why the deal was canceled but said that if I put another deposit down the vehicle would be mine. I received the purchase order and saw that the price had been raised by $1000 from the previous day. I had taken screenshots so I had the proof that they had raised the price. It took a day, but they honor the price that they had. This is the car for the previous day. Several days later, I get a phone call, saying the rotors were rusted, the battery was dead and window was cracked. They told me it would be a few days before they could get it shipped. 21 days later, the vehicle finally arrives. They had given me an estimated day of delivery, but never confirmed it with me. I got a call from the driver of the transport company who said he was an hour away. I could not make it home in that amount of time so my wife my wife received the vehicle. I’m at work, but she calls me and says the sliding door for the minivan won’t latch and the heater is making a high-pitched, whining noise and the window was still cracked. I am mediately notify Vroom by email since I was at work. I did not get a response so I finally called customer service numerous times and got a hold of my customer service specialist Jada. Jenna said someone from the escalated service team would get a hold of me. It is three days later and have written numerous emails and made numerous phone calls and they keep telling someone will be in contact. At this point I’m going to have to send the car back.
I started my online buying experience well. Donnie my first contact at the company was very helpful. I sent my down payment in on 10/24/23, the paperwork was turned in 10/30/23. This is where things went down. First I called 11/1 they said nothing was processed because they needed a title on my trade in, my previous car was totaled they knew there was no trade in. After that my HUB on their site said car delivery on 11/2 my wife changed appointments for the doctors to see it change to 11/4. Then 11/3 which was the day she moved her appointment to. Well right before they closed I called “Where is our car, we are paying insurance and interest on already?” Then I’m told it hasn’t been picked up and was going to be on 11/7. They say they sent a $50 check for the inconvenience believe that when I see it. Well today is the 9th still no car. I’ve been told they would call me back when they found out more. They’ve not called once. Thanks for nothing. The customer service stinks.
I started the agreement to sell them my car. Wired them the money that I owed extra. This deal took almost 3 weeks for them to pick up car. I thought it would be like 7days according to commercials. Bad service stay away from this company please.
This post will either make sure that nobody buys through Vroom or definitely think twice. I got on this site because I was running out of time looking for a car - bad decision. I knew one of the original founders, who since has sold his stake in the company. But I knew his father had bought cars and had a good experience. They must save those experiences for their own. I got approved in seconds, signed my documentation and made a down payment in less than 24 hours. Then comes trouble. They said that I didn't sign the documentation, even though I screen shotted everything and sent it back. The contract that they sent back had an elevated interest rate. Luckily, I screen shotted my exact contract also. They then said that it was their mistake on the interest amount on the loan BUT that I would need to pay another $247 even though I put down $1300 more that what they asked for. For the sake of timing, (my car had been totaled and I needed something fast) I asked them to send the corrected contract with the right interest rate before I would send them more money. At this point a WEEK had passed. They take your money in a day but weeks to get you your car. Then you wait. YOU WAIT FOR AN INSPECTION. YOU WAIT FOR THEM TO FIX PROBLEMS THAT SHOULD HAVE BEEN FIXED BEFORE YOU BUY THE CAR (mine needed a battery and the front passenger seat fixed). THEN YOU WAIT FOR ANOTHER INSPECTION. THEN YOU WAIT FOR THEM TO DETAIL THE CAR. (What a joke! My car is filthy and reeks of smoke and dog, the lining on the roof is filthy.) THEN YOU WAIT FOR THEM TO GIVE YOU A DELIVERY DATE. THEN YOU GET THE CAR. I received my car and the outside had been washed. Therefore, I could not understand why the windows were so dirty. Upon inspection, I realized that the windows were dirty on the inside- a film of dirt and smoke. We went around checking that everything was as it was in the pics. They don't show you the dog hair stuck in the carpeting or the filth on the top liner of the car. I mentioned the food filth left in the rear cup holder and the delivery person took a rag to it and said, "You should have seen it before!" When we turned on the air, I could not get it to come on. I took the car to my mechanic the next day because the air was not working, which he confirmed and there was vibration in the front end when you put the car on the freeway. My mechanic said that it just needed an alignment. In the Vroom website, it states that these mechanics are inspected! They obviously are not. I was sold a $24,000 car that has no air and was not inspected for vibration. I am now in the return period. I received my car on a Wednesday evening. By Friday I had sent documentation from my mechanic. They are not open on the weekends! Lessening your 7 day or 250 miles return policy because you have no other option but to sit the car in your driveway. I can not drive it to work because it will go over mileage. I have called and called. Even during the week, I do not get a call back. You have to keep calling or not get a response at all. They now want me to turn the mechanical problems into the insurance which has a deductible even though it absolutely states on their website that these are problems that they take care of before selling you a car. I have refused to go through their insurance company because they are responsible. I have asked how long it will take to solve this problem and I was told that it would be another 72 hours after Monday morning. My 7 days are up on Tuesday. I let them know that I would be calling an attorney on Monday morning. IF I RETURN THIS CAR, I WILL HAVE TO WAIT AGAIN TO GET MY DOWN PAYMENT BACK! I NOW DO NOT HAVE A CAR THAT I CAN DRIVE, (because of the 250 mile clause) AND NO DOWN PAYMENT TO BUY ANOTHER, BUT HAVE NOW PUT THAT FINANCING ON MY CREDIT! I called Vroom to ask about a trade, but, you have to finance again for that trade! I'm sure that will cause my interest rate to go up! This company is bad business practice from the beginning. Buyer beware!
Do not buy
Stay away from Vroom. They did not get me a vehicle even with great credit. Then they kept my down payment and would make up stories about why I never got it back.
This has been the worst customer service experience I have ever dealt with and I am a property manager. Jessica has disregarded every aspect of my claim even tho the claim was opened by the delivery driver at time of delivery directly from the car being unloaded. She has called me a liar even with email attachments, text message, attachments from the driver and closed my claim without correcting or even attempting to correct the problems. I will continue to post my experience across every platform with her direct line and if I could attach my email change I would gladly do so. Buyers beware and if you ever deal with Jessica R in customer service immediately ask for a supervisor!
I have tried three times to buy a vehicle from this company and every time they have horrible communication. They don’t care about the sale or they will tell you it is held and then find out it’s sold. I would give this company a zero if I could. Go to Carvana or CarMax at least they care and follow up. Don’t use Zoom. You will be disappointed.
I received a very good online offer from Vroom for a vehicle I was selling. I proceeded through their process to the point of contract review when red flags began appearing. 1) Vroom listed an out-of-state office as their address, and the contract stated that the laws of that state govern the contract, not the state I reside in. Not good. I do not want to have to travel to another state to take legal action if it comes to that. 2) They committed an extensive amount of ink to Arbitration, to the point of heightening my concern. I'm not against Arbitration, but the terms of this contract were designed to make it near impossible to go to court if you need to. 3) The contract states that Vroom would hire a company to pickup my vehicle and take it to their location. By contract, it would be taken to their out-of-state office, by word-of-mouth from their representative it would be taken to an in-state facility, but still very distant from me. HOWEVER, the Contract stated that Vroom does not accept responsibility/liability for any damage while the vehicle is in transit! Even though they hire the carrier and have a contract with that company, they transfer all risk and recovery for any problem that occurs in transit onto me. Since I have no relationship with the carrier, I would have little or no recourse if something bad were to happen. Even as a customer of the carrier, I would have a huge headache in trying to pursue a claim; imagine how that would go with me not being their customer. 4) The contract states that the vehicle will be reappraised when it arrives at the Vroom facility, at which time they could very well lower their offer. If they do that and I don't agree, I am required to pay for shipping the vehicle back to my home from wherever they've decided to ship it (see point #3). Their representative assured me that the driver would check over the condition of the vehicle at pickup, but of course that's not spelled out in the contract. Frankly, this falls squarely in the "trust me" category with me taking all the risk. There is a built-in incentive for them to low-ball me, and not a lot of options for me if I don't agree with their new offer. My last conversation was with a woman who understood my concerns, but refused to alter the contract in any way to reflect their actual process and to protect my interests along with Vroom's. Needless to say, I bid her good day and will not be doing business with them. An aside: It seems they are using an offshore call center to field calls because everyone I spoke with, except the last woman, had very strong accents and were very difficult to understand. No one could transfer my call to anyone of authority; rather, they made notes for someone to contact me, and when actual employees of Vroom called me, the Caller ID was for the call center number and they were very careful not to give out their actual numbers. This isn't necessarily bad, but it adds to my already high level of suspicion about this company.
I received a very good online offer from Vroom for a vehicle I was selling. I proceeded through their process to the point of contract review when red flags began appearing. 1) Vroom listed an out-of-state office as their address, and the contract stated that the laws of that state govern the contract, not the state I reside in. Not good. I do not want to have to travel to another state to take legal action if it comes to that. 2) They committed an extensive amount of ink to Arbitration, to the point of heightening my concern. I am not against Arbitration, but the terms of this contract were designed to make it near impossible to go to court if you need to. 3) The contract states that Vroom would hire a company to pickup my vehicle and take it to their location. By contract, it would be taken to their out-of-state office, by word-of-mouth from their representative it would be taken to an in-state facility, but still very distant from me. HOWEVER, the Contract stated that Vroom does not accept responsibility/liability for any damage while the vehicle is in transit! Even though they hire the carrier and have a contract with that company, they transfer all risk and recovery for any problem that occurs in transit onto me. Since I have no relationship with the carrier, I would have little or no recourse if something bad were to happen. Even as a customer of the carrier, I would have a huge headache in trying to pursue a claim; imagine how that would go with me not being their customer. 4) The contract states that the vehicle will be reappraised when it arrives at the Vroom facility, at which time they could very well lower their offer. If they do that and I do not agree, I am required to pay for shipping the vehicle back to my home from wherever they have decided to ship it (see point #3). Their representative assured me that the driver would check over the condition of the vehicle at pickup, but of course that is not spelled out in the contract. Frankly, this falls squarely in the TRUST category with me taking all the risk. There is a built-in incentive for them to low-ball me, and not a lot of options for me if I do not agree with their new offer. My last conversation was with a woman who understood my concerns, but refused to alter the contract in any way to reflect their actual process and to protect my interests along with Vroom's. Needless to say, I bid her good day and will not be doing business with them. An aside: It seems they are using an offshore call center to field calls because everyone I spoke with, except the last woman, had very strong accents and were very difficult to understand. No one could transfer my call to anyone of authority; rather, they made notes for someone to contact me, and when actual employees of Vroom called me, the Caller ID was for the call center number and they were very careful not to give out their actual numbers. This is not necessarily bad, but it adds to my already high level of suspicion about this company.
Bought a Jeep 3 weeks ago, was told it would be delivered by Friday, Oct 13 but never received a call to set up delivery so now I will be waiting 4 more days minimum to get my new Jeep. I hope you have time to wait to get your new car!!!!!
I started my purchase on on 9/26/2023. I was approved and paid the deposit to hold the car, the same day. A day later, paperwork was sent and completed via Docusign. 2 days after that, Thursday night, I received the physical paperwork via FedEx and returned it the next morning. They received it on the following Monday 10/2. The same day, I paid my down payment via ACH transfer, because in the paperwork it states that 2 day delivery will be available when using this method of payment (LIES). The next morning around 3 am, I received an email saying there was an issue with my payment so I reached out and was sent a different method to pay, which was an invoice with my down payment amount. I immediately paid it on 10/3. The payment was processed and cleared by my bank on 10/4. I stayed in contact with Vroom everyday after my payment because I hadn’t received any notifications about the purchase. When I contacted them the next day, they said it was still pending on their end. So I gave it a couple more days and didn’t call back until 10/6. I spoke with my “Dedicated Support Agent” and she was very rude and nonchalant about my issues. She had a very different tone of voice, compared to the other times I spoke with her. She told me very slowly that “it is still processing, there is nothing we can do.” So I immediately called the salesperson I spoke to in the beginning, explained what was going on and he reached back out to me very fast with no detailed explanations and assured me that he would keep me updated with what’s going on. That Friday, 10/6, the status on the website “Hub” updated to “preparing for shipment”. The next day, it updated to “In transit to hub”. I watched it closely throughout the weekend to see if anything else would change. Today, 10/9, I call Vroom, to ask if I could do pick up instead of drop off, in hopes that I would be able to get my car faster since it’s already been 2 weeks. Before I could even get to that question, the representative told me that my down payment is showing as “insufficient funds”. I notify her that the payment has already came out of my account and I’m not sure where she is getting this information. While on the phone with her, the salesperson emailed me and says “I see that the funds have come out of your account. The problem is your bank has not cleared the funds on their end yet so it continues to show process on our side. I've never seen this where it's taking a bank so long to clear funds. You may need to call them and see what is taking so long or see if they can cancel the transaction and Wire the funds from your account to us.“ I hang up with the lady I was speaking to and called my bank. My bank tells me that the funds have been processed and deducted from my account. I reach back out to Vroom to let them know what my bank says, and asks if there is someone in funding that I can speak to, or someone higher up because I am on the verge of cancelling the entire order. He tells me that he can reach out to someone and have them contact the bank. Which is what they should have done from the beginning to find out exactly what’s going on! Now here I am 2 1/2 weeks in, no car and out of thousands of dollars. I will be canceling this purchase if I do not get a resolution today. My advice to anyone reading is to please do your research and a deep dive on these companies before making your final decision. It’s not worth your time and money. If I didn’t need a car so bad, at this time, I would’ve canceled the transaction after the first incident.
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