Vroom

I bought a 2019 RAV4, as I was impressed with the quality assurance that was narrated on the website. While the process is flawless and smooth, the product was below-par. Apart from very minor scratches (used car), the vehicle had mechanical issues. Day 1, I was asked by Vroom to take it to an authorized dealer. As in, who buys a car for $40K and requires mechanical assistance within the first 24 hours.

On top of that, I am yet to win the argument that the delivery fee of $450 shouldn't be charged to me as the vehicle has quality issues.

So let's see - I am a big fan of online, but this was a dampener. I guess we are a little far away from excellence on this account.

It was the most Horrible experience I've ever done. It started out OK but then they kept asking for the same stuff over and over again and when I sent it they'd say they didn't get it I finally had to cancel my order and I went through a different place and I would never ever go through vroom or ask anybody else to do it again

I found a BMW in my local area and it says it was located at the VROOM in Jacksonville, FL, when I called VROOM Sales, they said that it was actually in San Francisco and the shipping fee would be $2,999.99 to deliver the vehicle to Florida.
Beware, this company is terrible and should be banned from selling use cars. Complete false advertisements and trying to rip you off of your hard working money, in attempts of charging insane shipping fees.
While Carvana also has it's issues with questionable shipping fees, they seem to be a little more reasonable and have some vehicles for free shipping.

It's been over a month and I still don't have the car. I have been told repeatedly the car is out for shipment only to wait around all day with no delivery. Complaints go unanswered! Filed complaint with BBB and Attorney Generals Office. Also emailed CEO (no response). Vroom doesn't care! DO NOT DO BUSINESS WITH vroom! Worst part - my credit now shows the loan and that I own the car that has not been delivered!
I seriously wonder if vroom is a scam.

I am currently in the middle of a car purchase through VROOM. I started the process more than a week ago, sent in a cashier's check for for than half the value of the vehicle, and secured financing for the remainder. At EVERY single step, VROOM says that it will be an additional 5 days before the process moves along. I am replacing a vehicle that was totaled, and my rental has run out. In other words, time is of the essence. This was my first attempt at purchasing a vehicle online, and I will never do so again.

I was trying to sell a car acting as a Power of Attorney. Most people on phone did not know why a POA document is used. I clearly stated form beginning I was acting as POA and was told that a copy was all that was needed along with the other documentation. Only after signing and sending in the title with the statement of fact, I was told that the original POA needed to be sent. That is something that I can not do so I had to ask for title back. They need to improve customer service by being more open and straaight forward from the start.

I bought a car from Vroom over a year ago. I still haven't received title. They kept telling me they did the paperwork already. Call the county or DMV. When I called the county and DMV I found out the title is rejected because the previous owner had a higher mileage on his title. Vroom still has not been able to provide the title. They keep saying different things like we did it already, we need to get affidavits, we got the affidavits, but it's still rejected. Now they are saying it is the previous owner's title that had the wrong mileage. They sent me copies of "corrections" from lienholder who they say made a mistake, but on one page it says Toyota and on another page it says Nissaan. The lienholder doesn't know which car he is "correcting" or is he tampering with paperwork to make it seem like it was a clerical error. In June of 2018 the DMV in California issued title to second owner with around 34,000 miles, and in February 2020 Vroom sold me the car with around 29,000 miles.

TUE: Decided to sell vehicle & obtained online quote
WED: Received & e-signed contracts
THU: Vehicle pick-up
FRI: Check issued with Fed-Ex tracking number
MON: Check in-hand for agreed amount

Zero complaints. Could not have been a smoother process!

I would give them negative stars if I could. WORST experience ever. They are a start-up company and it shows. The buying process was a joke, contract done wrong, they argued with me that it was not, only agreed to correct when my bank pushed back. Communication non-existent. It got worse when the car arrives. Missing a piece of the trim on the front fender, and multiple places where the fenders don't match the bumper. None of which was disclosed to us. Transmission started to slip after two days. Driver that delivered said he picked the car up at an AUCTION, which explains a lot! Return process even worse than buying. They are charging us $1.00/per mile even though we told them we were returning the car within their allotted timeframe. I have sent four emails to follow up on when they are picking up this car - NO RESPONSE. Meanwhile, I am incurring fees for the junk car they sent. Then you call and you have to wait on hold for 30 minutes. I am trying to work, I do not have time for that. Don't do it - ANY convenience this offers will quickly be negated by the horrid service.

I wish I could give a negative 5 stars. I paid a downpayment of $5k on the 18th and they just had my paperwork sitting in the system since. I have called every single day, even tried on the weekends. I get transferred to a million people and no one seems to know what to do or be able to transfer me to anyone that knows anything at all. I want a refund, but I know that will take ages to recieve. Please do not buy from this company. Just go to a dealership or some other place. I can't even begin to describe how much of a disappointment they are.

I would not recommend Vroom. Besides a long contract process, the communication regarding delivery is terrible. I've waited two full days and still do not have a car. On day one, I called twice regarding delivery time and was only told at 5pm not to expect the car. On day two I waited until 3pm and called the carrier service for the car. I was told the car was still in TX and not going to be in CA. Then Vroom called to tell me the car could come the next day between 8-5pm. I understand delays happen, but don't let people waste their time waiting if you know the car is in another state!

I attempted to sell a vehicle through Vroom and got as far as receiving an offer and completing the online contract. I followed their instructions at every step in the process, including mailing the Title and a "Statement of Facts" concerning the vehicle's condition. I received an email on 9-15-21 stating that the offer had expired and when calling their customer service number (their email system is strictly one way from them) I was told that I would be receiving an email with a tracking number for the return of my Title. Today is the 26th of September and I have not received any communication or the Title. I have been lied to twice and I have been cut off during telephone communications with your Customer Service function. I am contacting the Department of Motor Vehicles and Attorney General's Office for Customer Protection in Wisconsin. To share my experience. I want my Title back!

I purchased a GMC on line on 11/11/2020. Received the vehicle within 2 weeks of paying my 699 delivery fee. My temp tag was good until 1/25/2021. When tag was ready to expire I contacted Vroom only to be told its all good, um ok. In Feb/21 I had to resign all my papers, I DID NOT get another temp tag. It is 6/16/21 and when I contacted my DMV, no paperwork has been filed on my vehicle. I have been paying on a vehicle that I CANNOT legally drive. I have contacted and spoken to so many people at Vroom and all it get is the patomic shuffle. I would never recommend VROOM to anyone. They will switch you on the phone, tell you to call back but you will not get service.

Worst experience ever! I've had my Tesla for just shy of six months and every month had to call and get them to overnight another temporary license plate. This month they said I wasn't eligible for any more temp plates. They have no idea when they will get my info processed and get my plate! Now I have a car that I can't legally drive. Their solution? They are paying to rent me a car from enterprise and since I had an electric car I'm also sending them my gas receipts and they are reimbursing them. While this may sound acceptable, I have no way to drive my own car! If I wanted to sell it, I can't. I've told them for the past couple of weeks that they need to come pick it up and refund my money. They won't respond. I have no way to resolve this (since they won't communicate) other than to hire a lawyer. What a huge mess! I don't have time to deal with them or this issue. I would NEVER buy anything from them again

I knew exactly what type of car I wanted and what features I wanted and found one on the VROOM website. The site lists all the features for the car and shows a lot of photos for the car. The price was more than fair (I had been looking for 2 months) and I called and had the whole thing done in less than 4 days. They shipped the car to me for free and I had it in less than a week. It was painless. The salesperson was commendable considering I have OCD. The tag and title team did a great job. This is the 2nd car I bought online. I had bought another car online first from another dealer. I absolutely love the car. I would recommend VROOM to anyone. It's set up to help those who are ready to buy a car and have their ducks in line. Great team of people who will answer any questions you have along the way.

So Update...

Vroom reaches out by this website, writes a response that we will look into it, and low and behold, no response from anyone. After various calls to agents on the general customer service line, various transfers, about 45 min to an hour on each call, you get to someone that says, oh I will look into it and call you back within 2 days, with an update. Of course, with no surprise, no call or email back.

I then get a random email, from a customer experience specialist, and after a reply, still nothing. No email back, zero response. The best part is after one of my last calls, I was told on the phone that he spoke to another department, and they told him that they were working on it, however that department does not talk to customers. So even after realizing that there are issues, there is no expedite to the process. You get stuck in limbo, and they will get to you, when they get to you. That makes me think that everyone is in the same process, missing their money, or missing their cars. Do your homework on looking for reviews before dealing with Vroom, either buying or selling. It seems like it always goes flawless, until they have your money, and/or vehicle.

My biggest mistake was not reading the reviews. Sold my car to VROOM and I'm still waiting for payment told me it would take 2 days from the day they inspected it and here we are. Please please please do not buy a car from VROOM!