VroomReviews 533

I did my research on Vroom and really didn't want to purchase from them but I found a good deal on the exact car that I wanted. Against my better judgement, I decided to proceed with the purchase.
Vroom was very communicative with me as I decided to purchase and everything was fine until I got the contracts. My address was wrong on the documents. I immediately called and asked to have it corrected. I was assured I would have the contracts back in 24-48 hours. Three days go by and nothing. I call again. This time I am told that it will be done in 24 hours. It has been THREE WEEKS and I have yet to see updated contracts.
At this point, I am done. If Vroom cannot handle an address change on a contract, I would hate to see how anything else is handled. I have since found another car from a local dealership and purchased it.
While the employees at Vroom are perfectly nice, they are incredibly unhelpful. Now I'm out my $249 deposit because of their incompetence. Take my advice and avoid Vroom.

Horrible communication! No one can help you! After waiting for an hour the phone just goes to post call survey and hangs up. They lost my VIN verification, but won't admit it! I even provided the tracking and signature and they just make a note in the system (that goes no where). Cannot get direct phone number or extension for anyone once the purchase if made. They will give you an email to a person once you complain enough, but the email will go unanswered.

This will sound like a repeat of other postings but my faith in Vroom has disappeared. Great communication up front, then when contracts signed, nothing. I had to contact them for everything. I bought a car and traded in my Jeep. It's already been cleaned up, photos taken, and posted for sale (https://www.vroom.com/inventory/jeep-wrangler-unlimited-2021-1C4JJXP68MW*******). I don't know how they can sell it when the lien has not been payed off. I think this is why so many deals are taking a long time to complete. They are selling vehicles that still have a lien. Surely they are breaking the law.

I had chosen my vehicle and put a 249 deposit down to hold it. Went through financing and there were documentation they needed and I was working on it. Customer service called me and told me the process and everything should be good to go within 48 hours. No follow-up after that. And the 249 was nonrefundable. They did not tell me how long the hold was good for. Turns out it was only good for apparently 72 hours and I lost the 249 and the vehicle I wanted. I decided not to buy from them so

The purchase went pretty smoothly, there was a dedicated person supporting the transaction (who answered the phone!), BUT... a) the car was late by 4 weeks! B) they told me they didn't know exactly where the car was and could not reach the carrier; c) they said they would send me an e-mail response within 24-48 hours (about 7 times)... that NEVER happened; d) my account at Vroom (where you can track your transactions) says I have not had any transactions (I own the car!); e) I tried to change the delivery address 5 times; each time they apologized that it was still the same, said they would change it; they NEVER did; f) the Title did not come for another 4-6 weeks; and g) remember the address issue?. They attempted to deliver it to the wrong address 3 times - while I was away and so it went back to Houston; and h) after calling them last week to figure out what to do... they said they would get back to me (please refer to item (c) above); i) I am on an endless hold while they try to figure out where my Title is.

Do yourself a solid - never use this service, they are awful! Horrible customer service, horrible process, shady practices it seems like.

Bought a car Nov 2. It is now January 25. No license plate. Both temp tags have expired. I cannot drive my $750 a month car without fear of being pulled over and arrested for no legal registration. Customer service has 45 minute hold times, then they transfer and hang up on you. I call daily and nobody can help. A nightmare. Stay away.

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.

Took my non-refundable deposit and for all documentation provided them I got fed up with dealing with emails back and forth just go down the street and buy a car do not mess with these people straight garbage

Tried using Vroom on a few different cars. As my credit score went up, so did their interest rate. The last car I tried buying, we agreed on financing and I sent in a $249 deposit. After some back and forth on them absolutely needing a copy of my Social Security Card, they decided they didn't need it. Then they sent me the final numbers again, and the darn APR went up again. Nice bait and switch that I caught and I didn't agree to those numbers, so they decided to cancel the sale. Of course it was a non refundable deposit, so they tell me I won't get that back. They changed the terms and canceled the deal, and I loose money? Buyer beware!

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!

I was told I was approved.
So I sent the deposit.
When they got it all of a sudden, I was not approved. And they needed to find a bank to approve me. They kept saying we will call back in 24 hours.
I keep calling and they started to get rude with me even hanging up on my face. And telling me well if I did the process through sales and not online it would be okay. Like I'm a vroom car buying professional or something.
Been a week. No word from them. You can only reach sales. There is no customer service department. I finally canceled after a week.
Now they are trying to keep my 250$ deposit. Saying it costs them 250 to reserve the car a few days.
People pay attention to these reviews. Go to drivetime

We purchased our vehicle in August of 2021 and have yet to receive our tags in 2022. We have submitted 3 VIN inspections and they have either lost them or denied them all with little or no communication to us. We then continue to call and wait for hours to speak with someone to only be disconnected or told they will send another temp tag within 24 hours and nothing is ever emailed or mailed. We then start the process all over again. I now am the proud owner of a $90K vehicle that I can not drive because I have no plates. This is going on almost 6 months now. We are at a loss of how to resolve this and have absolutely no help from VROOM, no title in hand, no way to tag at our local DMV.

This has been the worst car buying experience ever. Communication from this company was horrible, after the initial purchase I had to make all contact with them even when they required additional documents or such. Tagging the vehicle has been a nightmare and still isn't complete and at this point the taxes on the vehicle are late. Because of the experience I have had with this company I will never again buy from an online dealer.

Got a great price, basically everything they told me that would happen and how it happened was right on. I would have given them a five but when you call it seems they struggle to find the answer, they are very nice but I don't know how to explain it, in any case other than that and the car pick up being one week instead of 2-3 days like I thought they said everything else went great! Do exactly what they tell you to do as quickly as you can and it will be a smooth process.

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.

My company bought a Toyota Highlander and they lost the paperwork. We had to rent another SUV because we couldn't plate the Highlander. 5 month later finally have title. Next truck Ford Maverick they insist we owe $50 on a $39k truck we paid cash for. Try to pay they say we don't owe money so can't pay. Finally (15 hours on hold and 17 people later they let us pay money we don't owe. Still don't have truck. Awful to work with.

They Pre-approved me for a car on their website then denied me for the same vehicle less than 20 hours later. That's illegal as hell. There's no telling what else they'll do wrong. My credit score is in the 700s but I'm sure I'll lose points.

After purchasing the vehicle on 15 Dec i made several phone calls daily to get the paperwork corrected. The initial paperwork was send out quick but was incorrect and it took me weeks to get that worked out. Mind you they had my deposit and down payment. After getting that fiasco finally took care of then without them telling me again I had to make phone calls daily it was about the insurance card I uploaded. So fast forward to 28 Dec I finally got everything in line. Well I get an email from vroom saying my vehicle will be delivered 9 Jan "on or about". Today is 17 Jan and it's still not at the "last mile hub". Favorite phrases they will tell you. "24-48 hours, I created a high priority case for you, I'm sorry can I place you on hold just to come back and to tell you "ummm" and put you back on hold. My first payment is due 6 Feb and I still don't have a vehicle that I'm paying insurance for. Stay as far away as possible.