Vroom
Reviews and Complaints

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.