Vroom

First contact with Vroom was good, but once deposit was taken, experience was unprofessional, unethical, couldn't reach anyone, no account management, no resolution for issues they caused, requested manager, hung up on, on hold for over 5 hours, then they cancelled us without returning deposit. We did not cancel, they did! COMPANY IS NOT LEGIT... Wish I could have got a hold of Hennessey to tell him how the company is operating. Steven Covey would be horrified with this company on so many levels. TERRIBLE

I will never go with room again this is the worst experience ever do not buy a car from them they will take your money and not help u at all with anything

HORRIBLE!

Over the past 9 weeks, I called Vroom 15 times, waited on hold 2+ hours during 3 of those calls, had several tickets submitted by front line customer service representatives to fulfill one request: Speak to a member of management --- all to no avail.

· Purchased vehicle from Vroom
· Nearly two months later, I contacted Vroom seeking guidance because my temporary tag was set to expire in a week
· Many weeks later, 19 calls to Vroom, numerous tickets submitted on my behalf, no return calls, no new tag --- 1 week past the tag expiration
· My car (that I'm paying for) has been sitting for a week – I am unable to drive it due to expired tags --- worse yet, this is the week my mother is in town visiting.

Ordered the car. Once we got confirmation that it was being delivered Wednesday before 4 pm (took off work to wait here all day) - we then got told it would be here Thursday between 11 am and 1 pm. That time passed. Then it was pushed to Thursday evening/night. Delivery guy never showed. Friday morning we call, it was supposed to be here by 11 am. Guess what? THEY CANNOT GET IN TOUCH WITH THE DELIVERY GUY AND CANNOT TRACK THE TRAILER FULL OF CARS! Missed 3 days of work for this. Ended up just cancelling the order and requested a refund on the delivery fee. I lost more money missing work than my delivery fee cost me. SUPER UPSET about the entire process.

CALL THE MAIN STATE OF TEXAS DMV. They will send you a complaint form online to fill out. After you send it in, an investigator will review it and contact you. Your paper tags are illegal not unless you live in Texas. You are also aloud only 3 and I am on my 4th. They sent me an email about 30 minutes ago, talking about what they will do on my title tag and registration after I receive my car. I have had my car since Oct 9 and said it would be a 12 week turnaround. I have had my car 17 weeks, so I guess it will be 29 weeks all together. I going to do something about it. I told them I am filling out my complaint form as we speak. GOOD LUCK. LET'S GET SOMETHING DONE ABOUT THIS COMPANY

They tried to slip in a $5K finance charge and prepayment penalty on the 2.65% interest rate preapproved loan from my bank. They still had the 2.65% from my bank but try to finance you themselves and catch people who aren't looking.

The offer me a price for my Suv. We do a 3 way call with my bank loan representative, Vroom Representative and my self. They agree I go to my bank and pay the diference I owed. They make me notarized my signature. Then 2 days later they say that I still owed money, that price may change. I cancel them. Because offer was expired. They wanted my time 5 days. Do not do business with them.

This is the worst customer service I have ever experienced, and when the vehicle finally arrived it was damaged and had no tags. I'm 2 months in to trying to purchase a vehicle. They ask for full payment, signed contracts, and picked up my trade in right away; and then just disappeared leaving me stuck with no vehicle for a month. After countless hours on hold and talking with dozens of different reps, my vehicle was finally delivered one day with no advance notice. I just got a call out of the blue from a delivery driver saying he was in my town, so I had to drop everything and meet him. The vehicle came with no tags or registration, so it was illegal to drive. They said it would take 4-6 weeks to get me a title. It also had a flat tire and severely damaged brakes that made it unsafe to drive. I fixed the flat and eventually got temporary tags, but it needs $1500 in new brakes before it is drivable. I asked Vroom to pay for the repair or give me a refund and take away the vehicle. They've just ignored me. This has been by far the worst experience I've ever had with any company. I'm shocked that they are still in business. Do not deal with this company.

If you have patience like a statue this will still frustrate you. Vroom delivery has called me 4 times saying that my car would be delivered that day at 530pm. After 7pm 4 different times no car no call nothing! I actually forgot I put down 20% on a 40k it's been so long. Paid 6mths insurance on the vehicle and still no car. My first payment on the vehicle is due in 5 days. WTF! Please dont do it.
I called and called and called no answer finally I had to call the bank and my lawyer. $#*! this! They have no idea what's going on
DONT DO IT!

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.

My wife and I purchased a Tesla Model 3 from Vroom, WORST MISTAKE EVER! Poor customer service, lack of communication, and they basically don't care. It had taken them over a month to register our car and they still haven't gotten it done yet. Please purchase your vehicle from somewhere else, anywhere but Vroom! Worst car purchase experience Ever!

(Still On hold) I honestly can't put into words just how dysfunctional this operation really is. Paul M. Should be embarrassed by this. (Still On hold) It's been 8 weeks, dropped original sale, the flip was not as advertised and there is never anyone to talk to in customer buy back. $1200. 00 out of pocket, out of work. I survived covid just to be bankrupted by Vroom.(still on hold), 12 voice messages, 8 week, lost titles, wrong vehicles delivered, empty on gas, flat tire, no oil change. Trade in is still sitting here and they mistakenly sent me back my title for the trade in. (Still on hold) Hours and hours, days, weeks on the phone and nobody knows what is going on. A different person every time, people who are working out of their homes (Mexico) call center cue so nobody knows what the other person is doing, the proverbial blind leading the bling. (Still on hold) I am a retired service manager from the automotive industry. Vroom sources their vehicles from auto auctions and wholesalers. (Still on hold) They shine them up, and push them on the buyer with a extended warranty yo cover the inevitable repairs. 40 years in the business. Please go to a reputable dealership (on hold). I am handicapped and I type with one very shaky thumb. I take a long time to type. And STILL ON HOLD…!

Vroom is the WORST BUSINESS I have ever dealt with. They won't get me a title and registration after a year. I bought my car in August 2020 and after a year still do not have a license plate. They gave me 3 temp tags from Texas and I had to pay extra for my insurance to meet the Texas premiums although I live in NY. Now after hours of emailing and calling and having my case escalated to supervisors three times (who are not able to be directly reached) no one has called me back and I have a temp tag that expired in February. IT IS DISGUSTING AND DESPICABLE! I have been paying for the car and for insurance for a year but they will not send me a title. I NEVER write reviews for companies, but this is literally the most UNPROFESSIONAL, UNRELIABLE place I have ever dealt with. DO NOT USE VROOM.

Enough said, Only 12,000 under blue book view the images
But I will keep talking because they're 100 characters required makes no sense to me but the site buying cars is a scam

In short - I traded in my 2015 Z/28 for a 2018 ZL1 1LE. Vroom shipped the 1LE to California and picked up the Z/28. I've had the 1LE for almost a month. My trade-in is not paid off nor does Vroom know where my Z/28 is at. Making payments on two vehicles this month. Reporting car stolen to the Houston Police Department tomorrow.

https://www.houstontx.gov/police/auto_theft/faq.htm

Undoubtedly the worst experience we've ever had in purchasing ANYTHING. After multiple delays, received the car on which we put down a $5,000 deposit. The vehicle had multiple damaged areas that were not disclosed at the time we agreed to the "trial" period. Additionally, it arrived WITHOUT any temporary tags. We immediately began the buy back process, as Vroom's response to the damages was unsatisfactory. As soon as we started that process, everyone at the company completely forgot how to use a phone or email. It is now a month later, and the car (still without tags) has been sitting in front of our house since the initial drop off. Repeated calls (where we sit on hold for hours and then are disconnected), attempts to reach out via email and social media, and even through rating sites such as this result in either no contact, or a brief "we've sent this to our expedited team!" and then... crickets. Meanwhile, the payment on the loan on a car we don't want, didn't agree to buy, and cannot drive because IT STILL DOES NOT HAVE TAGS, is due. In an effort not to completely ruin our credit, we've made the payment. So now Vroom has our $5000 deposit, and we are making a payment on the vehicle they should have picked up a month ago. Frustrated and stressed doesn't begin to describe how we're feeling. Not to mention the hours my husband and I have both spent trying to deal with this. At this point, I don't think we have any choice but to seek legal recourse.

VROOM customer service was very unresponsive, their process for out-of-Texas purchasing is difficult, their 7-day money back trial turned out to be a scam because they bully you that returning the vehicle is super complicated, the vehicle arrived very dirty, we've subsequently found pieces of glass, after the 7 day trial we've subsequently have found software issues with the vehicle.

If i could give negative stars i would. I am in the process of purchasing a 2018 bmw X1 from vroom. I made a payment of $500 to hold the car. I then received my contract in the mail and sent the $7500 bank check as a down payment on the car with the contract through the fedex package they sent. I called three days later to make sure they had received everything, thank goodness i received the okay and confirmation that my payment and contract was on my account and the car would be sent right away. 3 weeks later i get an email saying they did not receive payment. Today is the 4th day of fighting with incompetent people at vroom. I have been getting the run around non stop with people trying to find my check, i would have no problem cancelling the check as long as vroom paid the fee for that and also the wire i would have to send... unfortunately they do not want me to cancel the check because they will not pay any of the fees. So now almost 4 weeks later still no car and $7500 held up somewhere no one knows.
This place is the worst business i have ever had to deal with and in my honest opinion no one should ever purchase from here. Please take my advice, this is not okay.

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.

So I've got a used truck for sale. Great condition…the dealership where I purchased it from said they'd give me 32-35 grand on it to purchase and the salesman being a guy I've dealt with said that I could get 40 grand out of it selling it myself because used trucks are a hot commodity and there aren't enough.

I go online to vroom…they offered 26 thousand. DO NOT DEAL WITH THIS GROUP. They are WORSE then a used car salesman. They will give you nothing for your vehicle and they will charge the same going rate as a dealership except there's no one to deal with. Customer service is crap.

AVOID AT ALL COSTS! This business needs to go out of business as it adds nothing for anyone.

I've had the worst experience with Vroom. From the very start of being told I put a hold on a car then being told it was a "glitch" and someone else actually got the car, to the four hour late delivery of my second choice car, to the car being dropped off with more scratches than disclosed, to the seats being stained, to the car smelling so strongly of cigarettes (and that was not disclosed), to spending hours upon hours on hold trying to speak with ANYONE who could help remedy all of the issues, to dealing with a manager who did not try to help and made me find places that met THEIR criteria to get the car fixed, to spending more hours on hold, countless emails that have gone without reply. And now the 7 day period for me to return the car and they've pushed the issues passed it and not one single call to apologize, ask if there is anything they can do to help, or to speak with me about my experience. Awful customer service all around. With the manager I was assigned being the worst. I will never recommend anyone to use vroom. It was more of an inconvenience and pain than it would have been to just pay for a dealerships fees.

What all do I not have to say about VROOM and their piss poor staff they call finance analysts. The salesman was ok, but Jamie and Jeremy (finance analyst) are clearly a joke. Jeremy sound stupid on the phone and Jaime flat out lied about calling me and dodges phones calls. Lack of communication, lied about return phone calls, and the list goes on and on. I was trying to purchase a Honda Accord, and for whatever reason they can't seem to do simple tasks such as read a bank statement to confirm my deposits or income. One didn't know what the other was doing, I felt like I was dealing with Mutt & Jeff; literally! They wanted $6300 down and supposedly they lender lowered it to $3500 but they wanted more documentation, once that was provided, conveniently the car was sold to someone else. Then I tried for another vehicle still within the timeframe of the "alleged approval" (30days), only to be asked to put down $6650, the devil is a lie. These people don't know A from A$$-hole. I told the sales guy to cancel the deal, I will never put that kind of money down on a vehicle 3 yrs old nor brand new. They're all scammers and I simply ain't the fool they thought I as was. I'd never do business with idiots who can't stand on their word, My money is good elsewhere. I'm so glad they showed me who and how the operate up front, or this would have been a huge mistake as they're full of BS. Money goes back in the bank!

Day One: Expressed interest in purchasing a vehicle. Very eager, friendly, and easy to contact salespeople.

Day Two: Swift service continues. Paid hold deposit. Established blackout dates (days not to deliver vehicle).

Day 4: Swift service ensues. Received contract, signed and returned via FedEx the same day.

Day 5: They hooked me. Swift and friendly service completely died. Received an email stating a delivery date I had already established as a blackout date.

Day 6-10: Repeated attempt to make telephone and email contact in order to ensure proper delivery dates. Either no answer, no return calls, or up to 1 hour hold times.

Day 22: After many many many phone calls and emails I received an email stating a good and proper delivery date.

Day 25: They finally had a nasty car hauler from Mississippi travel to some auction in Orlando, Florida to pick up a car that was never properly reconditioned at any Vroom facility. Filthy inside and out. Smells like old food and no indication of any recent mechanical service having been done. Cheap Walmart floor mats.

Day 34: After many many many calls (most unsuccessful) they refunded my deposit and I was finally free of them. If you want a cheap car and don't care anything about the experience, they're your go-to dealer. You will get a cheap car. It's too bad. Back when Vroom was Auto America, top-shelf, fully reconditioned automobiles and positive purchasing experiences were the highest priorities. Grabbing investors' money and trying to catch Carvana are their only priorities now. Sad.