Vroom
Reviews and Complaints

I bought a car on Vroom.com right after Christmas Day in 2021. I should've known it wasn't going to be easy when a Vroom representative contacted me shortly after my car financing and contract were done, trying to find a car for me. I thought it was a mistake, but errors happen, don't they? I eagerly waited for my car delivery, and luckily, I got an email telling me the delivery was on its way, and someone would contact me 24 hours before it arrived. How exciting!

Sadly, the day for the car delivery came and went, and I neither got an email nor a phone call. I called the support line, and they made apologies for the error immediately. The customer representative explained that Vroom would refund me the delivery fee of $700 granted for the mix-up. That refunded amount helped to pacify me a bit, but still, I didn't get my car, and I was pretty stressed about it all.

Next, I asked about my refund, and I was told by another support agent that I wasn't entitled to any refund, that it wasn't their policy to give refunds. I couldn't believe it. I was confused and felt misled. I didn't know Vroom's customer service lied to customers to keep them quiet. After many days of waiting again, I now got a phone call that the car would be delivered, so I had to hurry down to my workplace to receive the car.

The delivery guy was nice and did an excellent job. However, the car was very dirty, which I blamed on the harsh climatic conditions. When I took a closer look inside the car, I noticed that the car was filthy. Again, maybe that's what happens when a car travels many miles across the vast US, so that was understandable. But when I discovered the car didn't have any license plates, I became more worried.

So I made an emergency call to Vroom's customer support. They suggested I check the glove box, center console, or above the visors. Well, I had already done all that before calling them. But, of course, a very apologetic customer support rep helped and sent me a copy of the license plate by email. Nice one!

It is now mid-February, and the temporary tag is almost expiring. Vroom sends an email, stating that they require more information to get temporary tags while they on work on my permanent registration and tags. I responded the same day and hoped for a fast and straightforward resolution. Unfortunately, the temporary tag was expiring soon, and I still couldn't drive the car. I called Vroom again, and yet another incredibly apologetic customer service rep promised me that they would send the tags in 72 hours.

The tags came, but not for long. The title and registration paperwork was sent by Vroom to the state, but it would take about 4 weeks to process. Again, my temporary tags were about to expire, and there was no way around it. I got notified to expect an email with a new temporary tag set from Vroom. But the tags didn't arrive, and I couldn't drive my car. I called Vroom yet again, and another very apologetic customer service rep told me that they needed a bit more time to get the new set of tags. So, I had to wait more days, and it became frustrating.

Today, I'm still waiting for Vroom's email with the new tags, and like nothing is changing. I have been unable to drive my car for more than a week, although I'm paying for insurance and the car itself. Vroom has been a huge headache for me. I won't use their services again, and can't imagine anyone doing so, either.

Vroom cares only about making the sale and not about the customers. They have been the worst company I have ever done business with, and it's a shame. I've learned my lesson, and I'm going back to in-person dealerships. Although dealing with a dealership's salespeople can be like dealing with snakes sometimes, at least, I'd get the car in good time.

I hope this review helps anyone who thinks convenience is just everything; it's not. The power to do business at home shouldn't imply that quality, quick service, and timely delivery wouldn't be offered. I'm sorry to say that I received none of those from Vroom, which is why I can't recommend them enough.

I gotta be honest, if you're thinking about getting a car from Vroom (the online dealership), just do yourself a favor and RUN. Seriously, take that money elsewhere and spare yourself the misery. Look, I wouldn't even give them zero stars - I'd give them negative stars if I could. I had such a bad experience with them that I feel like it's my duty to write this lengthy review and warn others so they don't have to go through the same thing.

I ordered my 2017 BMW X5 40e in late May, and it finally arrived in New Jersey on August 28. Yeah, you read that right - it took that long. I won't go into all the details, but it was a really long and frustrating process. Honestly, I should have taken it as a sign and walked away right then and there.

Anyway, Vroom says that they guarantee a 7-day or 250-mile return policy, and they also guarantee a 90-day limited warranty. They also swear up and down that all their cars go through a thorough inspection before they're sold. I test drove the car and it seemed fine, but when it was delivered to me I found out that it was missing the hybrid battery charger. What's the point of buying a hybrid car if you can't even charge it, right? So I called Vroom and complained, and it took over two weeks for them to send me a charger. By that point, I was well outside of the 7-day return window, but I'm trying to give them the benefit of the doubt and assume it wasn't intentional.

Anyway, I charged the battery up to 100%, which should have given me at least 14 miles of city driving. But when I tried to drive it, the battery was dead less than a mile from my house. It went from 100% to 8%, then it died. I called Vroom immediately and reported the issue on September 15 - but I was outside of the 7-day window at that point, so they created a ticket and said they'd get back to me. Except they never did.

Fast forward to September 17, and I started noticing wet spots all around where I parked the car. By September 19, it had turned into a full-on oil leak. What happened to Vroom's inspections, right? I bought a hybrid specifically to enjoy the benefits of a hybrid, and now I'm not getting that at all. Plus, my car is leaking oil everywhere. I called Vroom again and they created a new ticket to include the oil leak. They gave me the number for Safeguard and told me to call them, since they apparently warranty their cars.

So I called Safeguard, and they told me to take the car to a mechanic for a diagnosis. I asked who would pay for the diagnosis, and they said I should just take the car and they'd take care of it. I took it to a BMW mechanic near me on September 24, and that's where it's been ever since. They called Safeguard and told them about the issue and how much it would cost to fix ($450), but Safeguard said they wouldn't cover it.

So I called Vroom back, and they created another ticket to deal with the issue of paying for the BMW service. I've had to call them every day since then just to get updates. Meanwhile, I've been without a car since September 24 - a car that I've only had for less than a month. I've had to Uber everywhere, since I live in a suburban town.

Then today, I called Vroom again, and the lady I talked to told me that I was out of luck if Safeguard wasn't going to cover the repairs because I didn't call within 7 days of owning the car. I couldn't believe it. This is technically a 7-day issue, yes, but if I'd known about the battery problem within 7 days, I would have returned the car. But I couldn't, because I didn't even have a charger for it yet. And even if I had returned it within 7 days, I wouldn't have been able to avoid the oil leak issue that came up later.

Look, the bottom line is this: stay far, far away from Vroom. Their "inspected cars" warranty is a complete lie. I honestly don't know how they missed the oil leak, unless they sold me a defective car on purpose. And the fact that they didn't send the charger until after the 7-day return window is probably part of the whole deception. They sold me a lemon, and now they're telling me to fend for myself. I'm taking them to court. A $45k car shouldn't have this many problems within a month of buying it. And for Vroom to act like this is my problem is just disgusting. Do not buy from Vroom, guys. Seriously.

Vroom: Buyer Beware

So I bought this car, a 2017 Fiat 124 Spider, that I found on Vroom.com, which used to be Texas Auto Direct. It was a pretty decent price, $18,480, and I had my financing sorted already, so I thought it would be a smooth transaction. Boy, was I wrong.

First of all, the communication was terrible. I wanted to take delivery of the car before April 8, because I was going out of town, but they didn't really have any way to give me a delivery date. So, I called their customer service and arranged to pick up the car in Stafford, Texas, which was a five-hour drive from me. It was a bit of a pain, but I figured it was better than dealing with their delivery service anymore.

I had to make a ton of phone calls to their delivery team before I finally got somebody in Texas who could help me get the car ready. Lupe Espindola called me and told me that the car would be ready by April 6, and I could just drop off my trade and pick up the new car. This part of the transaction went smoothly. The car was ready on time, and I left my Elantra in their parking lot, just as Lupe had instructed.

Then, I realized I had left my garage door opener in my old car. I contacted Lupe, who assured me he would mail it to me. He never did.

The next problem was when they mailed me the title and other paperwork that I needed for registration. In Louisiana, you have only so many days to register a newly purchased vehicle. The paperwork took so long that I was assessed a late fee by the state of Louisiana.

When I finally did get the paperwork, I noticed I had been charged a $499 delivery fee. After everything I had gone through to pick the car up, I was shocked that there was a delivery fee. I emailed and called several times about this issue and was promised a check would be sent to rectify the situation. This turned out to be false.

The check did arrive a week later, but it was sent to my lender, USAA, not to me. Three months later, Capital One, my old lender, called me and let me know that Vroom hadn't paid off my trade-in, and I was now responsible for making the payments. I called Vroom's "service" department, and after many phone calls and irate conversations, they finally agreed to pay off my old loan or redeliver my Hyundai Elantra back to me.

Vroom sent me new paperwork via FedEx, but they didn't call me to arrange delivery. They sent the paperwork to my home address, even though I was away in California at the time. I called them back repeatedly to make sure the papers were sent to the correct place.

Before the final paperwork arrived, I got a call from their DELIVERY DEPARTMENT, asking when they could pick up my Hyundai Elantra. I had dropped off my old car with them three months earlier!

This company is the absolute worst. The different departments don't talk to each other, they don't communicate with their customers, and they don't keep their promises. I asked them several times for some kind of compensation for the nightmare of a transaction, but they didn't do anything. I wouldn't be leaving this harsh review if they had made any effort to make up for their mistakes.

If you value your time and peace of mind, don't buy from Vroom. You might save a few dollars, but it's not worth the time and energy you'll expend dealing with their incompetence. Who knows how bad it could've gotten if the car I received had issues. Avoid Vroom at all costs. If you need to, you can email me at ***@gmail.com, and I'll be happy to share more details about the rubbish experience I had with this company.

I just bought a car through Vroom, and I gotta say, overall it was a pretty good experience. I've never bought a car online before, but the whole process was surprisingly smooth and well-managed. I started by "clicking" my way through the initial buying process and was able to complete all the necessary paperwork and payment in just one day.

I received several emails over the course of a few days to confirm the approximate delivery date, which did fluctuate a bit, but was always communicated well in advance via email. The car arrived early on a Saturday morning, and the driver was professional and efficient.

After giving the car a quick look-over and signing some paperwork, I was officially the owner of a Vroom car! I did my own inspection of the car to check for any pre-existing imperfections that I had noticed from Vroom's website, and unfortunately, I did find a few more minor discrepancies throughout the car that I hadn't seen before.

One of the wheels had very noticeable damage near the lug nut area, which wasn't mentioned on the website. In addition, the car didn't come with 60-day temporary tags, and I noticed some areas of overspray, which suggested some minor touch-up work had been done. That being said, the interior of the car was immaculate, and the exterior was only surface dirty from travel on an open trailer.

I understand that it's a used car, so some wear and tear is to be expected, but I was a bit disappointed in Vroom's response to my concerns about the damage, especially when it came to the tires. I paid a local dealership to conduct a used car inspection after purchasing the car, and they found that the engine and mechanics were all in good shape, but the tires needed to be replaced. Vroom wouldn't assist with the tire replacement, as they claimed that the tire measurements met their quality assurance standards.

Overall, I think Vroom has a lot of potential as an online car buying option. It's definitely not perfect, and there were a few issues that I wasn't thrilled about, but for the most part, I enjoyed the experience of buying a car from Vroom. If you're considering buying a car from them, just be aware that there may be some minor imperfections that aren't listed on the website, and you should definitely consider getting a used car inspection before purchasing the car.

Long: If you're the type of person who likes to know the nitty-gritty details of someone's experience, then let me give you the lowdown on Vroom - it's not worth the hassle. My girlfriend and I were excited to purchase our first car together, a Honda Civic Type R. It looked great in the pictures and we couldn't wait to get our hands on it. However, things quickly started to go wrong from the moment we put down our deposit.

We didn't hear anything for a week or so, and when we called customer service we were always passed on to someone new. It was frustrating because we were just calling for updates, but instead things started to get screwed up. We financed with Vroom and got a terrible rate, even though my credit score is above 800. It took another week to fix an error on the contract, which pushed back the delivery date. Then, to make matters worse, Vroom has a policy where they won't ship the vehicle if it's not already under your insurance. So even though we had paid for the insurance, we still didn't have the car.

When the car finally arrived, it was delivered at 1:00 AM by the driver, which was not what we asked for and certainly not worth the $699 delivery fee. The delivery was also in pitch black, so we couldn't inspect the car properly. The next morning, we found a laundry list of damages including deep scratches on the hood, windshield pillars, and rear, broken mirrors and missing plastic pieces, and lifting carpet in the back seat. They had only shown 2 imperfections in the pictures when we bought the car!

We reached out to customer service, but it took hours of looping around to get a response. They promised to fix the issue, but we had to send in pictures. We were anxious about the mechanical condition of the car, so we took it to a Honda dealership to get it inspected. The dealership found that the brake rotors were warped and the brake pads needed to be replaced. We sent the estimate to Vroom, but it took another four days of calling and emailing to get a response. When we finally did get a response, their offer of $600 for their own estimate repairs of $1,400 was unacceptable.

At that point, we had had enough and threatened legal action if they didn't get us a proper estimate. We eventually got an estimate, but it was clear they weren't willing to pay for all the damages. We decided to return the car, which was another headache entirely. We had to keep our lawyer in the loop the entire time and document every call and email with Vroom. It was more than six weeks of stress and anxiety, and in the end, we didn't even have a car to show for it.

There were some customer service agents who were helpful, but they were few and far between. Overall, our experience with Vroom was miserable, and we would caution anyone against using them. In our opinion, it's better to visit your local dealership and spend a day there rather than dealing with the headache of Vroom.

I recently had my first experience buying a car through Vroom and unfortunately it did not go smoothly. My family and I went through the process of purchasing a car through Vroom in December 2019. We were told that the simplest approval and purchase of the car would be to apply with my mom. After applying with different people for the best APR, we had our credit pulled, documents signed, and the car was being delivered. However, mid-delivery on December 28th, we received a call that Vroom required proof of income for the co-borrower. We sent the information that day but didn't receive a response back.

We were initially assured that requiring proof of income was not to delay the delivery and that everything was in order. However, when we received the car on December 31st there were several concerns such as rust on the exhaust, lipping on the brakes, and the infotainment system being unresponsive to Apple CarPlay. We informed Vroom and began working on resolving the issues. In the meantime, we received a call from Vroom on January 4th that proof of employment was also required. We returned their call on the 6th with the required information and were assured that everything was handled and not to worry about the non-response from our loaning bank by the given advice of the Vroom support agent.

However, we never heard a response back from Vroom or the bank. Anxious about the status of our application, I contacted the bank on January 14th and was informed that the application was denied because neither of the two documents they requested from Vroom were submitted to them. I called Vroom in panic and was forwarded to a supervisor who informed me that I would receive a call back the next day from the gentleman handling my financial application. However, I never received the call back and had to call Vroom again on the 17th. I was then told that my application was returned to Vroom because the bank did not receive the required documents. The financial support agent was unable to clarify why Vroom was unable to send the documents, but told me to resubmit the application which required another credit pull.

Unfortunately, I reapplied through the bank and was denied due to the recent numerous hard inquiries that affected my score drastically when trying to get the car in the first place. I informed Vroom that it would only hurt me and my friends/family to pull our score again to then be denied. The financial support agent told me that Vroom would proceed with a buyback process, but informed me that I would receive a call from the Buyback department on Monday, January 20th.

When I finally received a call back on January 20th, I was driving and asked if I may call back when I got home. The customer returns manager informed me that I would be charged ONE DOLLAR per mile after 250 miles. I called Vroom customer support several times in attempt to be connected to the manager to explain and help me understand why I would be penalized for a clear mistake of Vroom not submitting documents and allowing me to believe that everything was okay after receiving the car, past the 7-day return and accruing mileage as if it was my own vehicle.

Today, I spoke with the customer returns manager again and was unfortunately informed that I was to pay for the full cost of mileage and the delivery fee. Despite the mistake being on Vroom’s part and after so many times checking, I found myself being told that I'm at fault and penalized for paperwork they did not forward.

Overall, my experience using Vroom was disappointing. While I was initially drawn to Vroom because of the no dealership hassle, I now see the dangers with using their service. Given the mistakes made by Vroom, it is unfair to expect a customer to bear the costs. In the future, I would recommend caution when using such services.

I started the process to buy me a car on March 28th, 2021. I finished that process on April 5th, 2021, and got my ride on April 15th, 2021 - that’s what I call some sweet waiting. I bought me a mean looking 2018 Ford F-150 XLT using Vroom, and I am taking a moment to share the entire experience that I had. Seeing that I hail from a small countryside, no place close to any big city, purchasing my truck on the internet and getting it sent to me was something that I had always looked forward to. I will be dishing out a point score for each part of my experience, 1 to 5, with 5 being the best experience that I have ever had.

[Selection and Website - 4]

I could efficiently surf the Vroom website. Browsing, searching, and obtaining information was effortless. The photos I saw were also plentiful, and there was enough data provided about the vehicles. However, I have a small qualm about why the undercarriage is not included in the photos. it would certainly help with inspecting the vehicle. It was surprising to find that there were scratches on the vehicle, even though Vroom claimed that they have pointed out all the damage. They were very small, though, which is why I assume someone could quickly forget about them. For folks in cold areas looking to purchase a vehicle, you should take note that the vehicle could rust due to salt accumulation.

[Purchase - 5]

The Vroom representative I dealt with was friendly, and I savored the experience. The representative gave me a comprehensive outlook on the entire process, and the timeline experience was mostly accurate. I worked with CapitalOne, because that is where my bank is located, and I obtained a pre-approval certificate for the vehicle. I then sent the certificate to my representative, who then ran a credit check and discovered they had a better offer. But hey, their lenders are costlier, so I suggest you get in touch with your bank beforehand. My representative told me that I needed to deposit $500 to hold the car, and that the deposit could go straight towards the down payment of the vehicle. I used my credit card to deposit the $500, and put it towards my down payment. They then sent me the DocuSign contract within two days, which I promptly signed to send back. This DocuSign version of the contract even had the wire instructions included, so I wired the rest of what I needed the same day. I sent the confirmation code to my representative to make sure it was noted. One day later, I received an email congratulating me on my sweet purchase, and then three days later, I got a FedEx package mailed to me, which contained my paper contract. I duly signed everything, got the appropriate notary signature required, and dropped it off at my local UPS store that same day. They gave me a receipt traceable with a tracking number. Why it took FedEx three days to make the delivery is quite the mystery, but I can verify that the package got to its rightful destination.

[Delivery - 4]

In their congratulatory email to me, Vroom mentioned that I should be expecting my vehicle “on or around April 11th,” neatly packed in some delivery machine. When April 11th came and went without a knock on my door, I called Vroom to get an updated time estimate, so I could plan my next few days. The representative I talked to advised me that the delivery date was scheduled for the next day. Sadly, nothing came. So, later that day, I inquired again but got the same cryptic response. A representative told me that they would get in touch with the transport company and promised to return my call within 24-48 hours. Well, I finally got a call today (April 15th) that my vehicle had arrived at a secure facility, and the next stage was to move it to my home. They promised to call with further details, which they did later that night, informing me that the ride had been moved. Only today - Thursday - during the afternoon, the transport company called me to inform me that they would arrive after 6 pm. The transporter arrived at around 5:40 and was very professional and friendly.

[Vehicle - 4]

On arrival, it was pretty dirty, and it was to be expected that vehicles from open carriers would be. I know that Vroom facilities may store them outside for a while. Upon inspection of my vehicle, I found two hairline scratches, and they were barely visible. I already knew that as a used commercial vehicle, I could expect some light cosmetic damage. But just like the "Selection and Website" category, I give this one a 4 because all of the flaws were not technically documented. The undercarriage exhibited a mild to moderate rust that I could explain due to being used in wintry conditions, but upon closer look, it was not structurally concerning. While there was visible rust from a low angle looking up, I could not see any in the wheel wells, so it was alright. The interior looked good, with no blemish or scent.

[Overall Experience - 4]

I can honestly say that Vroom delivered. While their website usually indicates that delivery time is approximately 14 days, some circumstances might affect the duration. Even though the delivery time kept changing, I am happy I got my ride in a fair amount of time. Every time I called the company, I was always put on hold for not more than ten minutes. They always returned my calls within the promised time. The vehicle I saw online was the same one that arrived, although with minor hair scratches. Since the temporary tag will last until may, Vroom has given me a wide window to handle the registration. I will be calling them next week to follow up on the process.

[Final Thoughts]

I bought the truck of my dreams without any complications, modifications, or changes. The terms, funding, and vehicle were the same throughout the process. I wonder if the process would be different should a change pop up while in the middle of the transaction. My experience came from some pre-purchase research. I was aware that this was a used vehicle, so I knew what to expect in terms of imperfections. Although I was a bit taken aback that the scratches were not made visible, I was still impressed with the whole experience. It is my belief that a company that specializes in virtual vehicle showrooms should show more of the actual vehicle itself.

I ain't never had such a bad experience purchasing a car as I did with Vroom. Don't believe them smooth talkers who try to brush off all the negative reviews. They told me why folks were complaining, but I should've known better right from the start. I filled out all that pre-approval stuff and picked out a 2017 Mercedes with just over 50K miles that I wanted. They said they'd give me 9K for my current ride, but later learned I could've gotten 12K somewhere else. Then it took them a whole dang week to finalize the initial contract. Every time I'd call, the sales rep would apologize and offer up some excuse. When I finally got the "pre" contracts to DocuSign, they said they'd be sending the final DocuSign contracts in the mail. But instead of sending them to the right address, they sent them to an address in a whole different state. I had to open up a support case and wait 2-3 days just for them to get back to me. And every time I called to follow up, it was like talking to a brick wall because the support reps didn't seem to know what to do. They finally mailed me another set of docs after a whole week, but they were still wrong. This went on for a month, with them resending and me constantly calling every single day. It weren't until I threatened to sue the execs that they finally got it right.

Then it was time to get my car delivered, but they'd already sent a third party to come pick up my current car without giving me the new one first. I told them over and over again that I'd be without a car until then, but they still took it. I got a delivery date for my new one, but then they told me it'd be delayed another 5 days because of some "glitch" in their system. It was like pulling teeth trying to get everything straightened out because I had no car and no real answers on when I'd get my new one.

When the delivery driver finally came, he told me he heard a pop when loading the car. Turns out the serpentine belt had snapped. I had to call a mechanic and have it towed because it was undriveable. They tried to argue with me about canceling the contract, saying I had to buy another car from them to offset the return. That wasn't gonna happen. I had to keep calling and calling to get anyone to help me, all while still not having a car to drive. They finally refunded me the money they owed me and canceled the loan for the undrivable car, but it took them weeks. I had to call them 3-4 times a day just for them to pay off the loan for my traded-in vehicle.

And then, of course, I had to open up 7 different support cases trying to get the bill of sale for the car I traded in. Every rep just kept sending me a purchase agreement for the returned car, not the bill of sale I needed. It wasn't until I threatened to sue them again that someone finally sent me what I needed.

All in all, it was a hot mess. Communication was terrible and the process was a nightmare. The support reps didn't seem to know how to handle anything, and I had to keep calling and calling just to get anywhere. I regret not seeing the red flags from the beginning and listening to all the negative reviews. Stay far, far away from Vroom.

ned into a nightmare. The undercarriage had rust on it. I'm talking about big crusty clumps of rust. The kind that tells me I'm going to have to spend a lot of money on getting that fixed. I feel cheated that they would sell me a car with rust on it. I called Vroom right then and there, told them I was going to refuse delivery and I wanted my money back. At first they tried stalling, telling me I had to wait until the next day when it was light out and I could see the rust better. I wasn't having it. I told them I didn't have a choice but to return the car, and I needed my money back. They quickly realized there was no winning this argument and agreed to refund me my money. It took about a week for the refund to come through, but at least I got my money back.

In conclusion, Vroom was a disaster for me. It started with the pictures of the car being taken inside under fluorescent lighting. Things went from bad to worse as I tried to contact them for a week before I finally got a hold of someone who didn't seem to be honest with me. The delivery was delayed and the driver was difficult to deal with. I was sold a car with rust on the undercarriage, and I had to fight to get my money back. All in all, I would never recommend Vroom to anyone.

Vroom, oh Vroom, where do I start? Let's just say my experience with them has been a bit of a roller coaster ride. As of January 9th, 2021, they FINALLY did the right thing and sorted everything out, but not without a little bit of drama. A credit manager finally reached out to me, apologized and made everything right, but getting to that point was not easy. I cannot give details due to confidentiality, but I am just happy to say that I am satisfied with the outcome.

Now, onto the details of my experience. My partner and I decided to purchase two vehicles through Vroom in August of 2020. The first vehicle, an F150, was financed through my pre-approval with Capital One, and there were no problems at all with that transaction. We received the plates and financing was good to go from day one. We decided not to have the vehicles delivered as we live close enough to pick them up locally from the facility near Houston.

The second vehicle, a 2017 Kia, was where things started to get a little messy. Nice car, no complaints there, but there were problems with the paperwork as soon as we drove away, and this car was financed with Santander. I wanted to go through Capital One on both vehicles, but Vroom did not allow me to do that, so we went with their recommendation. Big mistake.

About two weeks after buying the Kia, I received a phone call and email from Frank, the credit guy, saying he used the wrong stationery for the loan and that he needed to send me new papers to sign via docusign. He said that's why we hadn't received any information on our account or from Santander yet.

I started to get worried around mid to late September as our temp tags were going to expire in October, and we still had no plates or payment information. I called Vroom multiple times, but there was little to no response. In mid-October, I was told that Santander needed more information to fund the loan, and this was two months after we took possession of the Kia. I wasn't too happy about this, but I emailed the requested information nonetheless. We were then given another set of temp paper plates, but they were only good for thirty days, and we were getting into November by this point.

Meanwhile, I'm getting more and more concerned as we approached November, and yet still no information from Santander. I called Vroom again and spoke to some random guy who really wasn't helpful at all. He said not to worry and that I should be happy to drive the car for free.

My issue was that I wanted everything taken care of, and I didn't want to be told later on that because of delays, I now owe all these missed payments. This was all out of my control, and I didn't want to be on the hook for it.

Finally, I called Santander myself, only to find out that the only record they had of me or the Kia loan was that they had submitted the contract back to Vroom for the required information but had received no response. I'm assuming this was the document request in October.

I just decided to stop worrying and thought they would call eventually. Come January 6th, 2021, I received an email saying I was in default and had to call them immediately. I called and spoke to the credit manager, and he said the financing never went through and that they had to apply for new financing. Needless to say, I was not happy and may have used a few choice words with him.

This is the brief version of the story because it was a long and messy ride. In the end, I have decided to let them pick up the car and be done with it. It's just not worth the stress and headache anymore. If you are experiencing similar or worse issues, I am sorry. I hope they will acknowledge that Vroom is at fault and not the customers.

Listen up, folks!

If you're in the market for a new ride, I've got some advice that might save you some trouble. Don't make the same mistake I did - I went with Vroom and I regret it big time. I'm usually diligent about researching my purchases, but I got swayed by their low prices and convenient process. Let me tell you, it was not worth it.

I started the buying process back in February, and was pushed by a salesperson to make a deposit and go through with the deal. From there, I heard nothing. I was never informed of any updates on my purchase, and when I tried to contact someone about it, I got no answers. I also traded in my old car with them, since their offer was better than what I was getting elsewhere. But even that didn't go smoothly - I was promised a certain price, but when I finally went through with it (waiting because I wanted to make sure my new car was on its way), they lowered the price on me.

When my new car finally arrived, things seemed fine at first. I had a temporary tag that was supposed to last until mid-April, no problem. But then I got a notice from the DMV saying I was in violation because I didn't have insurance. Uh, what? I tried to contact Vroom again, but got nowhere. Finally I found out that they sold my old car, but never updated or transferred the documents properly. So now I was stuck with a new car I couldn't drive legally.

It's now May, and I still don't have my tags. Every time I call Vroom, they act like they don't know anything. They used some sketchy company called ATC to handle the documents, which I looked up and found a ton of bad reviews. I'm starting to feel like I'm never going to get my tags, and it's really frustrating. If I could go back in time, I would absolutely go with Carvana or a local dealer instead.

Update: It's now been over a month since my last update, and still no tags. I escalated the issue multiple times, but kept getting told I had to wait for someone else to handle it. Finally they gave me a new case number, which made me feel like they were just passing the buck. Meanwhile, I'm driving around with an expired temp tag and feeling nervous every time I see a police car. I'm starting to feel like Vroom doesn't care about their customers at all.

Look, I'm not trying to be a downer. I just want to save someone else from making the same mistake that I did. If you're considering Vroom, do yourself a favor and look elsewhere. And if you do end up going with them, be very careful and make sure you manage your own title. I wouldn't wish this experience on anyone.

I gotta say, my experience with Vroom was pretty bummed out. The whole thing was just super unprofessional, and tbh, I felt taken advantage of. Like, sure, they were cool enough when it came to setting everything up online, but once it came down to actually getting everything done, it was a total mess. The price for the vehicle I wanted was way higher than what I expected, and I had to go back and forth with them about it, just like I would have at any other dealership. And the delivery date? Forget about it. They changed it like five times over a two-week period, and then when they finally set a time, they gave me a TWELVE HOUR window. I had to take off work for that! And then when they finally did deliver it, the dang thing was filthy. I couldn't even do a proper inspection to make sure everything was okay. I had to go wash it three times before I could even see what was going on with the paint. And then when it came time to pick up my old truck, they left it at my house for five whole days! And when I tried to get things sorted out, they just gave me some canned response and acted like it was no big deal. Honestly, I really regret going with these guys. It just feels like they wanted my money, and once they got it, they didn't give a crap anymore.

I am really unhappy with Vroom. I bought a car from them in July and I still haven't received it. It's been over a month now and I'm not sure when they'll be able to deliver it. At first, I thought it was going to be easy and hassle-free. They gave me a great trade-in offer and I didn't have to negotiate on price, which was a relief. After visiting several dealerships over the weekend, it seemed like a dream come true. But then, we hit a snag. They had the wrong name on the trade-in paperwork, which took over two weeks to get corrected. We called them every day for an update, but they kept promising us that we would receive the new paperwork within 24 hours, which never happened.

When they finally sent us the corrected paperwork, we thought everything would be okay, but they cancelled the whole thing because they thought the account was inactive on our part. We had been calling them every day for an update, so we didn't understand why they would think that. They promised to fix the problem and get everything back on track, but it took them another four days to finally send out the new paperwork.

After that, we thought things would be smooth sailing, but that was not the case. They came to pick up our trade-in on August 4th, and we were told that we would receive an email within 2-3 days with delivery and pick-up dates, but we never did. We had to schedule the pick-up with their carrier ourselves, which was frustrating. We were also told that we would receive an email with a tracking number for the payoff check, but we haven't received that either. When I called to ask about it, the rep said it's actually 3-5 days when they send the email, which was not what we were told before.

The worst part is that the car was supposed to be delivered on August 11th, but the carrier cancelled the delivery today and rejected it. I called Vroom, but they didn't know what was going on and couldn't tell me when the car would be delivered. Their customer support team is useless, and they don't have a system in place for call escalation. Everyone works remotely, so they have to use a chat program to ask questions, and then they just tell you what you want to hear.

Overall, this has been the worst car buying experience I've ever had. It's not worth it to buy a car from Vroom even if they give you a great trade-in offer because it's a nightmare dealing with them and waiting for your car. I regret not going through a real dealership, where at least there would have been pushy salesmen who would have kept me updated on what was going on. I don't recommend buying a car from Vroom.

I recently had an experience with Vroom and I have to say, it was not a good one. My partner and I found a car that we really liked and agreed to pay the listed price, with absolutely no negotiation on the car price or any of the fees. We were then given an estimate for the total cost which included fees that we found to be somewhat excessive.

For instance, their title and registration estimates included an additional $25 fee because Vroom requires 60 days to license a vehicle when any other dealership in the nation can do it in 30 days. Vroom, of course, doesn't call it a late fee, but the State of Missouri does. And to make matters worse, the fees totalled what was explained, however, a $115 fee was not itemized with all of the other charges, both in the initial estimate and the loan documents they wanted signed. It was a complete mess!

The rep we initially dealt with was nice but seemed inexperienced, and they kept going back and forth on information regarding the process and requirements. Finally, we were told we had to provide proof of insurance and a valid driver's licence which we did submit, albeit through numerous attempts at using a "one-time use" secure link which failed multiple times. What's more, Vroom has NO means of emailing or faxing documents (but would allow texting them?). When the documents were submitted successfully, we were told that the documents had to be submitted in color not black and white...it just seemed like any little excuse to delay the process!

We accepted the dealer financing, submitted an application through their link provided and were told we would hear from a rep regarding loan disposition within an hour. But we didn't hear back and it took into the next day and numerous calls for updates. Then, onto loan documentation, and again, it was ANOTHER DELAY in getting documents timely. Once received, we immediately eSigned them. We received the original documents via FedEx the next morning and immediately processed these as well, returning them to FedEx the same day along with a cashier's check for the down payment and fees.

Throughout this whole process, it just seemed like the left hand didn't know what the right hand was doing at Vroom across all levels of "service"...far too many people involved in the process from beginning to end. Their website states that you can either pick up the car or have it delivered. However, they stated that the car would be delivered in 7 days but it might take as long as 14 (or more!) days which concerned us. They would, in no way, allow us to pick up the car, contrary to website information, and always had stock replies as to why.

After this ordeal, we have already heard from the bank through which we obtained financing from Vroom, and they have booked the loan and are charging us interest for a car that hasn't even left Vroom's lot yet! I mean, this is outright theft and seems illegal, not to mention unethical! How can Vroom justify paying themselves when they haven't delivered to the customer and still have possession of the car? Assuming this is regular practice, it has the right ingredients for a major class action suit.

Overall, it's looking like our car will show up 2-3 weeks from the time this whole process started. They may be able to deliver a car within 7-10 days if you pay cash, but I don't recommend it. AVOID THIS COMPANY and their poor process at all cost, it's just not worth it.

I have to say, I was pretty disappointed with Vroom. Once you sign on the dotted line, it's like the salesperson disappears into thin air. You can't contact them with the same phone number or extension, and your car pictures magically vanish from the site. It's a real pain.

The worst part is the wait time. I ended up waiting a whole 27 days before my car was finally delivered. I called customer service at the Dallas hub every single day just to make sure everything was on track. When the car finally arrived, it was the wrong mileage and had 9 problem codes and a check engine light on. The delivery guy tried to get me to take it anyway, saying it would "turn off in a little bit." What?!

I ended up having to deal with their buy back and return process, which is a complete joke. You're stuck with the vehicle until they decide to pick it up, and they'll only pay per dollar after 250 miles. That means you can only drive it for 3 days before you start getting charged. And when they do finally pick it up, they contract out the bid to the cheapest third party, so you end up paying for the miles. Not cool.

On top of all that, they put the car loan on your credit immediately after you sign the papers. You're responsible for the loan before you even see the car. I had to contact the financial bank just to get some help with the whole situation. It's pretty shady if you ask me.

If you're thinking about buying a car from Vroom, think again. It's a scam, plain and simple. They hide behind their website and get minions to do all the dirty work. Save yourself the trouble and go somewhere else.

Let me first tell you about my experience with Vroom. I was looking to buy a new truck and came across Vroom's website. The initial process was easy and I was quickly linked up with a sales representative. Everything seemed to be going smoothly until the contracting department messed up my contract information. I had to call them multiple times over 7-10 days and it took them 3 weeks to correct the contracts.

After the contracts were sorted out, they arranged for delivery. I had to pay $699 for delivery and wait for 10-12 days for my truck to arrive. The whole process took over two months, from the end of August 2021 to the end of October 2021. Due to their processing delays, my car payments on my old truck lapsed and resulted in my credit being penalized.

When the truck was finally delivered, I was disappointed to find mud caked up in the undercarriage and smell burning off the pipes. The interior of the truck was also muddy from the previous owner going off-roading. The following day, a rainstorm made the truck fill up with water due to a leak in the roof. I took the vehicle to a local jeep dealership for inspection and they found several mechanical defects that needed to be repaired in addition to the roof. The total for the repairs plus detail to remove the mud was over $3,000. Vroom only covered $2,100 and I had to opt out of fixing some of the problems.

I finally took ownership of the truck in November, but due to all the work that needed to be done, I didn't actually receive the vehicle until the second week of November. My temporary tags expired in November and despite submitting my information for new tags, I still have not received anything. I have been driving the truck with my old tags, which expire at the end of December, making my vehicle illegal and at risk of potentially being impounded. I have been in email communication with a representative at Vroom who keeps telling me that the Texas DMV is rejecting my information and has not issued my registration. This is the third time I have heard this.

I contacted the Texas DMV and they have no record of any of my information being submitted for review. I am at a loss of what to do next. In total, I have spent 30+ hours on the phone with Vroom and still have yet to have this resolved. Every time I call, I am told that someone will call back, but there is never a supervisor available. I am beyond frustrated and don't know what to do next.

Honestly, I would not recommend Vroom to anyone. The process was unnecessarily long and difficult, and the condition of the vehicle upon delivery was unacceptable. The fact that I'm still dealing with issues after taking ownership of the truck is unacceptable. If it were up to me, I would give Vroom a 0 star review. I am considering legal action against this company.

Wooooow, let me tell ya'll about my Vroom experience. Buckle up, it's gonna be a long one.

At first, it seemed like things were gonna be good. I went on the internet and got pre-qualified for a $30,000 loan through Chase's Auto Loan site. Then I called Vroom and got connected with a dude named Ben who confirmed the car I wanted and started working on the loan from Chase.

But then things got real sketchy real fast. Chase declined the loan even though I was "pre-qualified" because my credit was supposedly "too new." I'm sorry, but I've been building my credit for YEARS. That was obviously just an excuse and it left me hanging.

So then Ben said he'd reach out to other companies to try and get me a loan offer and would call me back. But he didn't. Not at the time he said he would, or even the time after that. I had to call him and remind him that I existed.

Eventually, we got approved through Capital One and found a car that I was excited about. But then we had to go through this whole rigmarole of confirming my identity, getting insurance, and proving my income. It was a lot of work, but I did it.

And then Vroom didn't do THEIR part. They were supposed to send me physical documents to sign and they never arrived. So I called back, spoke to a different specialist named Paul, and he said he'd fix it all. And then he never called back.

It just kept going like that, with me having to talk to different people who promised to resolve the issue but then disappeared into the ether.

The final blow was when they relisted the car I wanted after telling me it was reserved for me. And then they SOLD it to someone else.

SO. FRUSTRATING.

I'm just gonna put it out there - do not trust these people. They will give you a runaround and leave you high and dry. And don't even get me started on the fact that they never refunded me the $49 I spent to reserve the car or reimbursed me for the car insurance I had to pay for a car I will never get.

Save yourself the trouble and go somewhere else.

I made the decision to purchase a previously-owned Honda Accord from Vroom back in 2021. Before I completed the purchase, I had a chat with one of their sales people, Rachel Brown, who was of great help. We talked over my concerns, and one of them was regarding the delivery date. She disclosed to me that it would take approximately two weeks for the car to arrive, but she couldn't give me a precise date until later. I further asked if it was possible to change the shipping address after the purchase, and she confirmed that it was possible if I informed them before the delivery company got in touch with me with a set delivery date. I was pleased with her response and decided to buy the vehicle.

But, four days following my purchase, I contacted Vroom's delivery team to change the delivery address from North Carolina to Illinois. Unfortunately, I found out that I was not allowed to change my delivery address to a location more than 20 miles away from my original address. This contradicted what Rachel had told me during the purchase. I explained to the team, but they refused to help me since it wasn't their policy. I called Rachel to explain the situation, but I lost phone service while on call with her. I immediately called her back, but all I got was her voicemail. I left a message, but she emailed me telling me that she couldn't help. I tried calling her again, but without success. She again emailed me and told me to stop calling her. I was disgusted by her lack of concern and her inability to take responsibility for the mistake she made. As such, I called Vroom customer service to lodge a complaint and tried to make changes to the delivery address. I was put on hold for up to an hour each time before getting transferred from one customer service representative to another. It was frustrating to hear people say they couldn't help me, and I was transferred to the next one repeatedly.

Finally, I got connected with Ashley Joseph, a manager, who promised to talk to her boss to have the issue fixed. But after over a week of waiting with no response, I was forced to purchase a last-minute flight back to North Carolina instead of driving my new car. This was solely due to the fact that their employee was unwilling to own up to her actions.

In conclusion, I would like to advise anyone who is thinking of purchasing a car from Vroom to think twice because their customer service is terrible. The long wait times on hold and getting transferred from one representative to another, all saying they can't help, is very frustrating. I was appalled to find out that during high call volumes, representatives won't bother to call you back when you leave your contact information. With the amount of money people spend to buy their cars, I find it bewildering that they treat their customers in such a way. I wouldn't want anybody to go through the same situation I did, so please reconsider and stay away from Vroom.

This dealership really gets on my nerves! I wanted to know what kind of interest rate I was getting from the banks and they wouldn't give me the straight answer. The dealer said they didn't have access to the same credit report as the banks and that it was impossible for them to check. It really made me mad that they were playing these stupid games. Eventually, after hours of arguing, they finally checked my credit report and it turned out that my previous auto loan wasn't paid off like I thought. I called up Chase to ask them about it and they agreed with me that my APR would be lower with proof that I'd paid off the loan. But when I talked to Vroom again, they said that my APR rate hadn't changed. I couldn't believe it!

On top of that, Vroom isn't even that good at customer service. They make you pay a $250 fee just to check your credit, and then if they mess up your taxes like they did with me, they make you do all the paperwork over again, which takes weeks. But even after they screwed up, they wouldn't give me the lower APR rate that they promised. It just goes to show you that they're all about their own profit and not about what's right for the customer. Don't waste your time with Vroom - they're a bunch of shysters.