Vroom

If you're looking for the most painful, stressful, horrid car buying experience of your life, then please continue with Vroom. If not, I will warn you by summarizing my experience over the last 2 weeks. From beginning to end, nothing went smoothly or correctly. For a company that advertises an easy car buying experience from the luxury of online only, I have had to call every day for 14 straight days since finding a car I want. If the inadequate help doesn't frustrate you, the hold times and hold music will send you over the edge. Everything is an issue, from the paperwork, proof of insurance, uploading documents, transferring plates, paying for the vehicle, and receiving any kind of shipping updates. As of now, my car has been dropped off at a city 4 hours from my home and Vroom cannot tell me who has the car or how to contact the people who are supposed to deliver it, or when I will receive it. I have received no online updates, because my online profile says I still need to upload docs and pay – even though I finished docs and payment over a week ago. I have started numerous trouble tickets with no response, and to top it all off they overcharged me $249 and are dragging their feet returning my money, even though they admitted to the mistake. They said they would overnight the payment……8 nights ago. I guess they did not specify the night. My friend who also used Vroom has been waiting for his license plates well past the temporary tag expiration with no resolution in sight. If I ever receive my vehicle (do not believe the 10-14 day delivery time) I will update my review with the drop off and quality experience. I hope someone at Vroom reads this and can actually tell me where my car is... cause they certainly have my money.

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.

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

Purchased a 2016 bmw 750i from this company and I must say the worse decision I have ever in life...

WARNING! DO NOT GIVE VROOM A DEPOSIT OR YOUR TITLE! I so now wish I had just gone to my local car dealer. I though this would be easier, save time and stress. I'm in the process of buying a 2019 GMS Arcadia and selling them a 2013 Ram. So far it's been a NIGHTMARE. Vroom has lost my title to my RAM and have sent me an email stating the deal is cancelled. I started this process about a month ago and a Vroom rep would call me every day with what they need to get these deals done. As soon as I signed everything and FedExed it back all the problems started. I can't get my original vroom rep as whoever answers their 855 number stated he is not available. It's totally unacceptable having to deal with untold number of persons every time I call in. Yesterday I called in 3 times and each time I was placed on hold for over 30 minutes waiting for a manager, the escalation team, etc. On the 4th call I asked the last person "Jo" (who refused to provide last name and stated there is no employee numbers), to have someone who can help with this to call. No one ever called. I've sent in several emails requesting a call, no one ever calls. Now they have my $500 deposit and they have lost my title. I've sent them an email giving them a week to figure all this out and call me. If I still don't hear from them I'll file a complaint with the BBB and have my attorney get involved. If this is how they do business on the front end of a deal, I just cant imagine how the delivery or if issues came up with the purchased car. Totally unacceptable, disappointing and completely frustrated with VROOM.

Purchased a car, paid in full, ran out of temp tags and had to return the car sold to me without a clear title. Filed complaints with BBB and Texas DMV. Awaiting a refund of 40K.

I applied for a vehicle with vroom the week of April 6. I reached out o vroom numerous time to get a decision on weather or not I was approved for the vehicle and no response. I finally was able to speak with someone on 4/11/2020 and my application was properly submitted and I was approved for a vehicle. I sent in all verification documents (SSC, ID, Proof of Address). The sales rep Dillon told me that when I applied for the vehicle my address was entered incorrectly the address on the credit app was 1010 instead of 1000 so he would have to contact the creditor and let them know of the change and he will then send me over all loan documents for me to sign. I called vroom about 5 more times on 4/11/2020 and I was unable to get ahold of Dillion or anyone that could help me with my vehicle purchase. Again I was approved already and I place my $500 deposit down to claim the vehicle. Since I received no reply, I called back on 4/13/2020 and again I got the run around. After about 6 phone calls I was able to speak with someone who told me I was denied and they cant tell me why! (Funny Right) and they will be refunding my money. Vroom gave me 2 credit inquires and held $500 on my credit to just say now Im denied. Yea this company is a JOKE... don't waste your time. I will be contacting the BBB because I take pride in my credit and you will NOT run my credit and approve then deny me like I am applying for something I cant afford or don't have the credit for.

I PUT A DEPOSIT DOWN FOR A$******* car that jumped to $25,000 as soon as i paid! Out of control! $11,000 FINANCE CHARGE!

This was my first experience ever purchasing my car online, and with the awful experience I've had with Vroom, it will most certainly be my last. You can never get in touch with the right department, and once you do get someone on the phone they tell you the issue you need help with is in another department and then they just transfer you. When your salesperson gets the sale from you, you never hear from him again and is certainly never available to answer when you need help like he said he would. I purchased my car, and decided it was not for me. I did before the 7 day window and 250 mile restriction. I wanted to do what I thought would be a simple swap yet NO ONE has contacted me or gotten back to me. It's now been over a week and even though I call every single day to try and get somewhere, every person tells me that someone will get back to me, ir that's a different department let me transfer you and then I have to leave a voicemail. You cannot get anywhere with this company. It's absolute chaos, disorganization, and zero respect of their customer's time. I've had to rent a car because I cannot drive the car I purchased from them in waiting for someone to contact me to schedule to pick it up. It's all absurd and I HIGHLY SUGGEST BUYING YOUR CAR FROM LITERALLY ANYWHERE ELSE!

On 5/4/23 I found the vehicle I wanted on Vroom, I talked with a couple of people who had purchased through Vroom and decided to give it a try. That day I received a quote and paid them to hold the vehicle. So far that is the only part that has gone efficiently. It took a week and a half for the deal to be completed so I could pay. There was a mistake on the paperwork and they kept sending the same paperwork with the same mistake over and over asking me to sign it. Finally got that mistake corrected and discovered 1 box was not checked on the registration; it took 3 days to get the box checked and during that time they sent me the paperwork that was incorrect at least 3 times. I sent payment which was received by them on 5/18/23.

I received correspondence on 5/19/23 saying that the Murano I purchased was on its way to the Riverside Hub from a location approximately 30 minutes away. I called on Monday, 5/22/23 and actually spoke with someone who informed me that the car was with the smog person and the plan was to get it to me by Friday, 5/26/23. I called and left many messages over the next week and a half but no one returns those and the email address they provided was bogus.The lack of communication is astounding. They have 14 days to deliver the car to me, that time is up on Friday this week, 6/2/23.

I set up an account on their website at the beginning of the process but no one seems to update the information. Customer Service people are pleasant to talk with but hard to get a hold of and all they can really do is send a message to another department; I suspect this is a thankless job. One customer service person even hung up on me, likely because he was unable to fix the problem.

They have 2 more days to get me the car, I have little hope at this point but I will update this to let you know what happens. I did actually speak with someone in customer service today who says the car is waiting for a smog check, apparently it has been sitting there since 5/22/23. If it takes a week and a half for a smog check I can't think how they could promise the car would be delivered in 14 days.

Update 6/6/23: Delivery day came and went, no car and no information about delivery. We sent notice of exercising our right to cancel the contract and no response to that either.

If you are willing to deal with bad customer service, lack of visibility, and delays. The price on Vroom is the price you're willing to deal with their orchestrated BS.

Before I go into my reasons why I would not recommend them. I will say that if they only had been more transparent and had even average customer service than I would recommend them on their prices.

However, this is one shady company with very shady practices. The initial search process is very smooth and friendly like a scam, they'll rush you through it like a sleazy salesman and once they get your money they will stop talking to you.

Keep in mind that upon agreeing to the purchase you automatically opt-in to a clause where you will settle only through arbitration and that to opt-out you need to physically mail them with a verified signature (within 30 days). They will lie about the location as their actual office is in Houston and not New York. You should consider documenting every single interaction if you're unfortunate enough to purchase a bad vehicle. You're waiving a lot of your rights.

Be prepared to call them multiple times per week during the delivery period, if the initial customer rep cannot help you, you need to scream and yell to get to Tier 2 Support. They will flat out lie to you that there is no "Tier 2" but there absolutely is. They will lie to you that they cannot disclose the car's location, but you can get the information if you keep pressing them. You can even get the 3rd party carrier (mine was United) name and the last-mile delivery hub phone number which is your best bet to coordinate the delivery.

Do not believe the words from their mouth that things are on time. Get exact details and keep pressing for them.

Be prepared for delays, lack of updates and lies during this period.

Prepare to do the same when you think the car is right and need them to deliver the title. This will take time but you need to call and make sure you open a case. Do not wait.

While I do not recommend Vroom, if you're in no rush and can wait on delays then this might be an option for you.

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

I wish I read these comments before buying from Vroom. I only bought from them because they had a very rare car with rare specs I was looking for. I'm going through a nightmare of a temporal tag expiring in 2days and Vroom giving me a back and forth, inconsistent responses ranging from 24-72hrs to 11 weeks, that's a huge gap to get a temporal tag. When I was buying the car they told me it will take just 2 weeks for everything and I went ahead, it took an entire full month to eventually get my car delivered. Now towards the end of my 2nd month still with temp tags, one of their people who randomly call asked me to take the car for inspection in my state which I did and paid out my pocket, she told me I'll get my permanent tag thereafter. That was 2 weeks ago still no permanent tag. Since their temporal tag is expiring in 2 days I called in and each person gave me a different answer, I'll get my temp tag renewal in 24-72, the other in 5weeks, another in 11 weeks. They also requested me to resend the exact same docs I sent when I bought the car. After I did so, they had the nerve to tell me they're rejecting my insurance, the limits need to increase according to their Texas state, what? It's the exact same insurance I bought the same car with, what changed now? Why am I governed by another State I don't even live in. All my other cars are listed under the same insurance package but now Vroom decides not to accept the SAME insurance for renewal of the tag!. I'm done with Vroom, never again!

Buying a vehicle from Vroom was the worst decision and experience I have had. I purchased a 3 year old (2016) GMC Sierra. The vehicles supposedly pass some "high standard" of inspection and "pass multiple inspections for safety, mechanical, and cosmetic issues before it is sold". When I received my truck (later than was promised in the delivery quote) the tires were completely bald. I was somewhat ok with this as tires do wear and need to be replaced, but most reputable dealers will replace tires before selling a vehicle. I took the truck in to have new tires put on (5 days after getting the truck) only to find out the struts were "pouring" hydraulic fluid, not just leaking but pouring. Also the brakes were "shot" with 3 mm on the front pads and just under 4 mm on the rear
I called Vroom and sent them photos of the struts and brakes to see what they would do about it and got a huge run around. After calling and emailing multiple times daily, my "new" to me truck has now been in a repair shop for a week, is past the 7 day return period, and needs a ton of work. Before I have even received the title for the vehicle, I am having to put $4000 into repairs on a vehicle I just spent over $40K on and should have had all of these things taken care of before it was ever listed for sale or left the lot.
I agree with another reviewer the truck only came with one key. It did say in the ad one key. When I asked the sales person about it I was told they say that on all vehicles but many do have 2 keys. They would "look into it" and get back to me. Of coarse no one ever got back to me and it came with only one key.
I would never buy a vehicle from Vroom again, and if you are considering it, I would suggest you think again and look elsewhere.

Stay away from this place. I called them on Sat with a pre approval from Capital one. I was told capital wouldn't finance the car I chose so I would have to use one of theirs, I asked the lady several times if she was running my report to 1 company she said yes, between that sat. Night and sunday I had 10 inquiries on my report. She also told me that she had me a deal and gave me a rate and price all to find out that it was a lie as well and now she will not return my emails or get on the phone. Some guy got on today and said I will email you what your payments are my budget was $369-80 he sent a payment of $533. I asked why was my credit ran so much after her telling me that capital one would not finance me the guy said he wasn't sure and not sure why she gave me those rates but then just got off the phone. Now I'm stuck with no car and 10 Inquiries so I can't even look for one now. STAY AS FAR AWAY FROM VROOM and the customer service is horrible after speaking with capital one, I found out she lied over and over again.

I purchased a vehicle through Vroom back in June of this year. I have had to call and request temporary tags every month since August. Last month (November), when I called to request new temporary tags, I was told that Vroom could no longer issue me temporary tags for my vehicle. I was then told that I would receive an email finalizing the transfer of my previous tags to the new vehicle and I would receive instructions on what to do next. That was a week ago and not only have I not received anything to complete this process, no additional follow-up has been made to resolve this issue.

The temporary tags I received in October are now almost a full month expired and due to this, I have been unable to use my vehicle for almost a month- which is completely unacceptable. Every attempt I've made to complete this process, I'm met with people who can't answer my questions or provide alternatives. Not to mention that calling in to resolve my issue is met with a 30 minute wait time or longer. I'm actually typing this email while I'm on hold listening to the piano music repeat over and over. My current hold time for this call is at 1 hour, 18 minutes, and 19 seconds and growing.

I am unable to travel without current tags. I need someone to help me resolve this issue because it has been a truly terrible experience. I am the one who has had to call every month and request new tags. I am the one who is waiting over an hour on the phone just to be told I can't be helped and not be given an explanation as to why this situation is a part of my experience. I bought a vehicle- which I pay for every month- that I haven't been able to drive in over 3 weeks.

We saw the ad and thought it was easy enough. We decided to sell our car on Vroom. We received a quote, provided every single document in every step. The next day we get an email about the title. The email stated that my husband needed a name change document as proof so it matches the title. I emailed and also called to advise that his last name had not changed. If they looked at the title, they would see that they were unable to fit both of our complete names on the title so they marked it with an asterix (*) and put a notation on the title stating just that. After 27 minutes on the phone, I was assured that everything was good. This evening, I logged in my email to find it now they wanted do you know why my husband's full middle name was listed on his drivers license but not listed on the title. I called and spent over 20 minutes on the phone explaining that it's required to have the full middle name on the drivers license but not required for the title. The first customer service representative transferred me to another person. The first one was very polite and helpful; the second was the extreme opposite. He was very combative and would not let me talk. He said that the title and my husband‘s drivers license had to match exactly. I advised that I was not going to be going to the DMV to have a title name change. I ended up getting so frustrated with the guy that I told him that we were not selling them our car. I don't know if these people really have any idea of what they are doing. It is evident that they do not read and they do not want to listen to anything you have to say. I can't imagine what would happen once they took physical custody of our car while we waited for payment. I have a feeling this is actually a blessing!

Purchased a vehicle cash and 10 weeks later still don't have a tittle or tags on the car, I'm not able to drive the car