VroomReviews 533

It's been six weeks, still no payment for trade. Customer service literally lies to you in order to get off the call. I've called over 10 times. My trade is already sale pending on their site and they haven't paid for it. Scammers

Vroom purchased my car on Feb 11,2021. Paper work and email said payment in 2 days. I didn't receive an email or phone call about the payment so I called the 16th and was told payment was sent out to Fed Ex at 4:42 am that morning. Still no check today Feb 19,2021 so I called back and talked with a rep then a senior rep. The senior rep offered to stop payment on the check that was "sent" through Fed Ex and and would issue another check. In all at least another 5 business day turn around. I opted to wait and see if it would come Monday. I hung up and had a thought... if it was sent the 16th through Fed Ex there would be a tracking number. I again reached out to Vroom and after being placed on 2 more holds was told there is no tracking number through Fed Ex because it was NEVER sent! Can we say FRAUD? I am a 77 year old woman who trusted a bad company. Thank God I have family members and a good lawyer to help me out. Vroom is an awful company.

They take your money and never send the car. And it is impossible to contact them by phone or email.

Worst Customer care service. Sold our leased car to vroom and now they are asking more money from us after picking up our car.

HORRIBLE EXPERIENCE, worst customer service! No communication whatsoever, had to call dozens of times for paperwork/delivery information that should have been provided. Told I would get calls back, I never do, told I would receive my car one day and it doesn't show up and had no reason why. Finally my TRUNK latch only works sometimes, yes, I purchased a almost 17k car and the trunk won't open or close sometimes and vroom says "sorry it isn't covered". That is utterly ridiculous. But you know what, it's a $100 part and it is quicker to fix it than argue with them. Hands down the worst customer service I have ever experienced, I even had their staff member(s) tell me that they agree that they don't know why their so disorganized and lacking staff and sense of management.
UPDATE** Vroom always responds to bad reviews and says "so sorry we will contact you", with a message both privately and publicly but never contacts me and even makes an attempt to resolve the issues!
It is now almost 3 months since we completed our paperwork and we still have not received our registration and no one can give us any information. It is like a fricking circus just going round and round dealing with this company. The "5 star" reviews you see HAVE to be fake.
I cannot stress this enough, buy ANYWHERE else.

I've had to clear my schedule on three separate occasions now because my delivery date keeps getting postponed and Vroom does not notify me. Each time, I had to call Vroom in the afternoon in search of delivery details because I had received none, only to for them to respond with how they're "happy to let me know the car is coming on a different date". This is ridiculous. When I asked the spokesperson if there was a number she could give me or someone else I could talk to to remedy the situation, she said the best she could do was "note down my experience". Car did finally arrive on the fourth day, but was unwashed/cleaned when it was delivered.

In 25 mins I was bounced around to 6 different people. No one could answer my questions. Sales said it was the credit team. Credit team said it was sales. I ended up hanging up and will not deal with them 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.

This is not a comprehensive review... I am venting and as of right now, I've still not paid anyone for the car that was delivered late.
1. The car was order and delivered, two weeks late on delivery.
2. I've been driving this car for over 2 months now with no contact back from their finance department.
3. I've called all of their departments (no exaggeration) for over 20 times and I either get hung up on during transfer or escalation to their level two agents.
4. My contract shows Ally Financial as the lienholder; however, I called Ally and they have no record of my information.
5. My temporary registration ends in a few weeks so I have to figure out how my bank will pay Vroom... noone is able to be contacted.

Okay - their right to you home shipping costs about what you'd pay if you Googled "auto transport." So you can buy from any reputable dealer and have it shipped to you. But before you can even get to that cost you have to register with Vroom on the website. From there, they start calling you - sort of like a regular sleazy car dealer and harassing you by phone. My advise - use a fake phone number, and a junk email address to register, then look around a the cars you like - and buy elsewhere. Nothing but a nice web design and some fancy TV advertising here.

DON'T USE THIS! I bought a car a month ago and STILL haven't heard about my loan! I was put on hold for 43 minutes today as I called to find out how the hell to make my payment, which I was told was due today. Then the guy hung up on me and never even called me back. I called back and was told they closed in 4 minutes, so good luck. The car had more damage and issues than they reported, but they only give you a few days to see it and report it, which I did. By the time they responded, I was already driving it and didn't have a car to fall back on, and they offered me next to nothing for repairs. I'm talking a tire that was going flat, a missing floor mat, multiple dings, ink stains and a rip. I'm so disappointed with Vroom. I've been begging them to communicate with me and help me know what's up, but it's TOTALLY on my watch- they haven't helped at all. One guy follows through with you until the purchase, then it's different people who can't help you at all but "will put it in your file" EVERY TIME YOU CALL. I can't believe I fell for this $#*! and I hope you don't do it.

DO NOT trust this company. Worst possible car buying experience ever! No One r we returns your calls. Pushy. No salesman is ever available. They lie about financing. Add on every little thing. Bought locally for the same price. $$ looks good at first but they increase the price by $8000. Not worth it! Save your time and money and go else where.

It has been Almost 2 weeks and still waiting for delivery date - i tried calling customer service couple of times all they say is the vehicle is in transit and they are keep delaying the delivery date.
Worst customer service ever they'll tell you straight up that they can not escalate any matter to management team. They will put you on hold for 30 min and tell you that there is no new updates.
The whole process takes wayyy too long and there is no type of communication. If i could go back I would've canceled the deal.

Buy car from carvana. They are so helpful and better than vroom

Robert, extension 7360, told me to fill out an application and he would call me within an hour about a specific car I wanted to purchase. I completed the application and he never called me. I called the following day and no response again. I emailed him and no response. It's been 4 days now and he has not responded to any of my emails or calls. I found out today that the car I wanted has been sold from another employee. Extremely disappointed with the customer service and unprofessional behavior from Robert.

Vroom is an unethical company. They flat lie. Delivery was 5 days late even though every day they promised the vehicle would arrive. Unable to speak to supervisory staff or even get a direct line or extension of one. No ability to problem solve. They really don't care after the contract is signed. Really a very unorganized and unethical company. Buyer beware

My husband traded in our 2015 BMW X4 for a 2017 Tesla Model X from Vroom on November 14,2020. 10 Days prior to delivery we sent our down payment on the vehicle. Vroom picked up our BMW on November 14th and has yet to pay it off. We provided Vroom with a 10 day pay out for our BMW Through Capital One and still haven't sent a check and it's Jan 21st. It's been almost 4 month since they picked up the BMW, And now I'm starting to revive collection calls for a vehicle I no longer have. We have spoken to multiple representatives (Terri, Shawnie, Tragise, Rosalina and Amena but no one is able to complete this transaction. Some don't even provided an extension number to follow up with. Not to mention our temp tags expired and they still haven't processed our listened plates/ registration for our Tesla. We just transferred plates so I don't understand the hold up. I am now unable to drive my new vehicle and took a hit on my credit for a missed payment for the BMW that I haven't owned in 3 months. We have been told these issues will be rushed but nothing has changed.

After they get your money the sales man disconnect the line, I just called him for the million time and no answer, they said his no longer working with them really it's only been 2 days... LIE LIE LIE, they scamming people, PS get your own financing!

Absolute Scammers! Horrible customer service! They answer the phone to transfer to another line that never answer or return calls or emails. Purchased my car from them 2 weeks ago, inside was filthy, outside with others imperfections that they don't tell you or show you in pictures. Now I'm still dealing with vroom trying to contact them daily because I open a ticket for issues about the car and my vehicle has yet to be registered and I don't receive the title yet, our temporary tags is going to expired. Stay away! Don't waste your money! Go to anyone else..

I have been in contact with Vroom Support and registration/titling/insurance dept. with no resolution after 12 days.
I contacted them 12 days ago that my Temp/paper tag was expiring on 1/08/2021. They requested my Declaration page of my insurance coverage. I submitted it to them on the same day. So, I know they can respond quickly to emails.
I waited until the following Monday (1/11) to contact them again. No response. Sent another email on Wed. No response. So, I called on Thursday and the female rep was very apologetic and would have someone from Title/Registration/Insurance department get back with me. Never heard from anyone.
I sent a very stern email about my experience to Support and a representative said she would expedite my request to a Sr. Person. She told me I should have a new tag before they closed on Friday. That would be 8 days with an expired tag. No one called, reached out; nothing. Crickets! Emailed them Monday and today with zero responses!
Absolutely unacceptable.
I have no complaints about the purchase, price, process of purchase, delivery or condition of the vehicle. But, we have had expired tags for 11 days now and 12 days of "processing" since first notification.