Vroom

HORRIABLE CUSTOMER SUPPORT, car came with peeled paint and no response from customer support line are always busy takes weeks to talk to some one who is responsible.
They cancelled my car pickup without notification and customer support transfers to delivery and delivery transfers to contract and contract teMtransfers back to customer support.
Car in my garbage for more than a months and still no response.

I will start with the facts, I found a Volvo xc90 vin YV4102CK7K*******, and we decided to trade our Nissan rogue toward it, I did a credit application, deposit, and everything went smoothly till then. Everything else went south after you pay your money. 1- horrible to no communication (i have to call tens of times}. 2-weeks passed with no update and they finally came in to pick up our trade (we couldn't drive the vehicle due to mileage limitation and it's a responsibility). Leaving us with no car. 3-trade up bill along with new approved Volvo loan became due and we had to cough up both. 4-called again to find where is the Volvo to find out it was in the Nashville hub close to my home but they lost the key for the car. 5-finally car was brought back and we had to leave out of town and we didn't have time to check it. Of course, something bad went along these lines a noise while driving started coming up to find out that the tires need to be replaced due to uneven wear. 6-Finally temp tag expired on March 1st and we can't drive the vehicle anymore (called like 15 times and had about seven cases made with no result, some ended with hanging up the phone on me. The whole point behind your business model along with Carvana and shift is to avoid dealerships and all the negative with that business model. You are supposed to excel in all the shortcomings of any brick-and-mortar dealership. Everything after paying was wrong Now I need the tag to be completed and in the meantime send me a temp tag, second, I need the tires to be replaced as they are not safe to drive on.

I received three online offers to sell my 2017 Lexus. Vroom was substantially higher, so I started the process of selling the car to them. I even contacted my lease company to make sure that I am able to sell the car. I was told by Lexus Financial Services that I am not able to sell the car to an individual 3rd party, but I am allowed to sell the car to any 3rd party licensed dealer. I even received a payoff letter and notified Lexus of the transaction for when Vroom contacts them.
Two days later, I received an email from Vroom telling me that my lease company will not allow a 3rd party transaction. I replied to the email asking to be contacted but never heard from them. I tried to contact them and spoke to someone that answered the customer service number. He saw the notes on the account about 3rd party and transferred me to the acquisition department. After speaking to another person there and was getting her "attitude", I was told that I cannot sell the car to a 3rd party. I was then transferred to a "second tier" agent. My phone call was then disconnected.
It appears that the value that they put on the car was more than they wanted to pay and just wanted to tie me up. I have since made an appointment for later today to sell the car to a local national dealership.
I should have trusted the reviews and passed on Vroom. A lesson learned.

Purchased a 2016 Land Rover Discovery Sport in Nov. 2019. Other than being rushed to secure financing in order to secure the vehicle, the purchasing process was acceptable. The delivery date was changed 2-3 times; the delivery driver was rude and far less than professional when delivering the vehicle.

With no record of the last oil change, took vehicle to a local Land Rover specialist and discovered that the battery was the incorrect type and size, which I had replaced and Vroom reimbursed me for the cost of the battery and labor. I then had the vehicle inspected for the state (PA) mandated mechanical & emissions inspections. The vehicle failed the emissions test due to an emissions leak. The Land Rover repair facility determined that it was a faulty/worn gas cap as the cause of the leak. Vroom's 90-day warranty provided by Safe-Guard determined that this emissions system repair was not covered under the warranty. Although a new gas cap resolved the emissions system leak, the gas cap was deemed to not be a part of the emissions system.

Based on my experience, I would not recommend Vroom to anyone looking for a used vehicle. The alleged multi-point inspection is a cursory inspection at best and shouldn't be perceived to provide much if any peace of mind and the 90-day warranty is of little benefit.

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.

Sales process was fair until the order fulfillment. Vroom delivery agents called to arrange a specific day and time window for the delivery. On day of delivery NO one from Vroom called to check on the status of the car. After my delivery window expired, I, myself, had to call them to inform them that the car did not show up. At that time they were unable to provide any explanation of the status of the car and then informed me they were going to call back. After one hour, I received NO callback. I then had to call them back myself again to check the status. Again, they had no explanation to the status of the car and again said they would call me back. After again failing to call me back, I had to call them back on my own demanding to speak to a manager. The manager was rude and then proceeded to blame everything directly on her employees. At one point even asserting that three different employees gave me the wrong delivery date. At that time I asked her to cancel the order because of the treatment. Afterwards, I called my sales agent and asked for him to rectify the deal. He said his manager was going to fix the issue and make sure my car was delivered promptly. I was also ensured that someone was going to call me that night to confirm. Again, no one called. I called that next morning and my salesman indicated he was going to look promptly into it and call me right back. As normal, I did not receive a callback. I called back myself 6 hours later to then be informed that the order was fully cancelled. I look forward to getting the "can", I'm sorry for your experience response.

Vroom appears to be effective at selling cars until payment is made. Once they receive payment customer service and communication cease. I purchased my car in 2020 and my air conditioner stopped working. I contacted Vroom over the weekend to make sure my extended warranty would cover the repair. A rep told me it was never activated, and she activated it as of today (two years after I'd purchased the car). She also said I could contact the customer service on Monday to get the needed paperwork. I contacted customer service who said I'd needed to contact the ins company to see exactly when it was activated. I spoke to a gentleman who said he saw that the service plan was activated, couldn't say when and didn't have my paperwork. I was redirected back to Vroom. I was then told the warranty was activated over the weekend; it was already activated but couldn't say when. I spoke to another gentleman who said the warranty was activated once I make my first payment but couldn't explain why the first rep told me that it wasn't activated. I asked to be refunded the first two-year payments on the warranty since it wasn't activated. Now they are saying they needed to contact another dept to see exactly when the warranty was activated. I'm getting the run around. They need to admit their error and pay back my money. I'll never purchase a vehicle from them ever again!

Stay away. Car came dirty. After it rained the car leaked and had to be gutted out and resealed. Body shop said car must have been in an accident. Vroom said car wasn't in an accident.

Just purchased a car from Vroom. First, caught the sales person in a couple lies. Quoted me an interest rate of 6.26 then turned around and sent the contract with an interest rate of 9.79. If I had not gone over it I wouldn't have known. But she didn't inform me of the different rate. Then said the finance company decided to take a 2nd look at my application? Seriously? Which was bs. I was able to negotiate a much better rate. Car arrived in good condition. Then trying to communicate with the registration dept was the worst. Called an left messages 10x but I'm no one ever answered an no call back even though the message said someone would call back. Sent 5 emails before getting one answer. Then 3 more calls an 3 more emails over the next 7 days and nothing, no response as of today. While writing I spoke to a customer service representative who, when I told her the reason for my call was heard in the background snickering. Then said she would transfer me to registration which she did an hear I am 30 minutes later writing this review.

Purchased a car from them and upon delivery there were alot more scratches dent on the car then described. The driver seat was heavy worn. Was able to drive it for a few mile before the alternator went out and the exhaust had issues. The delivery driver noticed more then I saw and had made the comment that it was in worse shape. Contacted them right away they advised me to take it to the dealership and Ford said it needed the exhaust replaced as well as the alternator. 8,000 in repairs. I let them know I didn't expect them to refund that much that I felt 3,000 was fair. The supervisor said he could do 2,500 I said that is fine. Days later they came back and said they couldnt do that, they said they could do 2,000 I said I wouldnt go lower as it cost to much to repair the car. Day later they said they couldnt do that either. They are picking the car up. During the 7 days trying to get someone to understand my issues I was hung up on 7 times, all the while just asking to speak to a supervisor. They stated that they will not refund me the 249 I put down but as this isnt my fault i will have to contact my bank. With the delivery cost of 699 each way the money owed to me as well as the credit fee and tag fees they are way over spending 2,000. I wont be back.

I was about to put a deposit down on a new Ram Power Wagon with a semi-local dealer and decided to check online just prior. I searched ebay and found a near identical Ram Power Wagon to the one I wanted with very low mileage for a great price. The listing for the Ram was through Texas Auto Group which turned out to be vroom. I did a bit of research on Vroom and decided to pull the trigger on the purchase. The purchase process was pleasant enough and relatively seamless. I signed docs and sent them back and received an email on 12/19/19 stating that the purchase was complete. The next day I received a phone call from a delivery specialist and I verified that I would be around anytime in the near future to receive my new (to me) truck. Fast forward to today (1/6/20) and not only have I not received the truck, vroom has yet to find a shipper for my truck. My first call to them was on 12/30/19 in order to get an update as I hadn't heard from them (I wanted to give them some grace time over the holidays) I have called them most every day (didn't call sunday or on the 31st or the 1st) and have gotten the same response each time "we will escalate this with our logistics team and get the truck right to you". Still, no truck, and no calls from Vroom throughout the process other then the original call from the delivery specialist. BEWARE. Not at all pleased with my experience, and particularly their lack of communication.

Purchased an Infinity Q70,2015 (27,000 miles on Odometer). Had to replace tires. Car (with Carfax) had been in an accident! So much for Carfax! In the last three months an electrical problem has discharged the battery(s) 5 times.
I was Towed to dealership twice, Had to call USAA for Roadside Assistance 5 times. I took a 5 yr./75,000 warranty on the vehicle (cost: over $2000). I had to e-mail Vroom's website to get a copy of the warranty. Their vendor for the warranty is Advantage---there was no "Advantage" to me to have them cover the warranty---they would have nothing to do with any repairs! And ANN (their employee) couldn't be bothered with a conversation with me!
If you sell your car to them they may drop off a "Lemon" to you, and then TAKE YOUR CAR! Never to be seen again! From a legal perspective, what are you going to do, go to Texas and sue them in court? I have driven Infiniti's since 2005---you get a good bang for your buck, especially used.
My advice: Stay clear of Vroom. You are buying a car sight -unseen. Would you buy a Home this way?
I am from North Carolina.

I decided to try the online trade in and purchase of the vehicle. Was not sure but the process of appraisal and purchase seemed quite easy. I went to Texas direct Auto and found my dream car. Since I didn't see the car in person I specifically asked to make sure it has the rear camera package and tires. It was confirmed since the description online was clear. So I purchased the car of my dreams. When the car arrived it didn't have the options I requested. So I used the return policy to return it. That's when the hell began...

For four days they were claiming they can't find my car. Then the said wouldn't give me back my trade in car which means I lost the trade in tax break of $640. Then they said in orden to give me the check for my trade they need the car returned. So I called from work and drop the car at the dealership to expedite the process. Now mind you I was left with no car/no trade in car/ and no money. Then they had a glitch in the system. I wouldn't see any money to buy a new car for another 4 days. Mind you I leave in Houston not much public transportation. They said the will compensate $500. Nothing yet. Plus I am now getting a call on a daily basis to give them back my trade in.
Never again.

No customer service that can be contacted. They ignore emails.
I. Beginning believe I will NEVER get my order!

UPDATE: The worst car buying experience ever from 3/29

-I now told Vroom I want to return the car. They told me someone would call me back soon from the refund team. A week now goes by and NO PHONE CALL.
-I call again today and get a manager. That manager transfers me to a senior manager (but not before holding for 15+ minutes SHOCKER)
-Senior manager transfers me to the refund team and TO NO SURPIRSE I'm on hold for 15+ minutes just to be forced to leave a voicemail! This vehicle has now been sitting in my driveway and taking up space not allowing my family and I to park our cars where we want to (me having to actually park in someone else's driveway) and they literally DON'T CARE! I don't even want to leave a 1 star review at this point there needs to be a 0 star option!

Vroom messed up my first contract by flipping the sales price so instead of 23,000 it was 32,000 so I had to wait a month for them to fix that, and no one knows what's going on when you call, finally received my car thankfully it was amazing and the delivery driver was the only great experience with this company, but my temp tag was expiring and II've been contacting them everyday for two weeks and everyone on the phone just kept telling me "they shipped it out" which I knew they didn't since I have the FedEx app an can see they did not, finally I talked to a man named Bryan who told me they in fact did not ship it out because they needed my declaration paper from my insurance company, that's no problem but not a single person over the course of a week said anything to me about that what so ever. Sent that through email whoever was emailing my from vroom told me that paper was wrong and gave me a list of what was supposed to me on the paper which infact was all right on that paper so I sent it again and they read it again I'm assuming and said they'd send my tags out, tags expired 11/19 and still no temp tags they do not care at all all those representatives on the phone knew my tag was expiring and now is expired, who knows how long it will take for me to get my actual tags.

Bought a 2019 Mercedes in December and still have not received an updated drive out tag or the title to the car. The car has been parked because i refuse to allow my daughter to drive it without a tag. I have spent well over 50 hours on the phone with vroom and have gotten nowhere. I requested they take the car back after a month of not getting the title. Vroom sent me a buy back offer for 30k when i paid 38k 30 days prior. Although I am in a situation to where i could purchase my daughter another car and ley the one from vroom sit in the garage until vroom decides to come get the car, what about the people that do not have access to the funds that i do. Vroom sent me an email that said laws are relaxed due to covid. I don't know what city vroom is in but i assure you my sheriff doesn't feel that way. Vroom is an absolute joke. I have filled a complaint with my state attorney and consumer protection as well as bbb. If anyone has any advice on how to get answers from vroom please let me know.

I thought this was going to be a great experience and then things got ugly when my Jeep was delivered. First of all the battery was dead and needed to be jumped to get off the trailer. Not a big deal but the battery would not hold the charge so I needed to replace it on day 1 for $260. Then while driving it for the first time the right tire was making a whomp whomp sound as I drove. So I had to spend a half day having the Jeep inspected. What was thought to be a bad barring turned to be cupped tires. This Jeep has 35 inch tires with 15 mm tread and tread was measuring uneven and 4 mm, Firestone Tire recommended replacing all 4 tires. While purchasing the vehicle I was told over the phone the tires were basically brand new and it Vrooms policy to replace any tires under 40% tread. So I sent the report and estimate and photos to customer service and they claimed the report was insufficient and the photos that showed 4mm of tread with a ruler were not convincing. I was told they felt the tires were fine when they shipped the Jeep. I guess they lost over 15% tread on the trailer being delivered. Now I have to spend $1800 on new tires for $30k Jeep I bought because Vroom lied to me. On top of that there is puddle of oil in my garage because the rear main seal is leaking. They are nothing but a slick used car sales company with no face to face accountability and hide behind emails. DO NOT BUY FROM VROOM

Bought a used Toyota Rav 4 from them through Adesa auction been waiting since January 2022 for the title, something is wrong with this company. I question if they are solvent.

Horrid experience! They sold me a
Car not ready for market after I bought the insurance. I would never buy anything from them again.

Was going to trade in a 2015 Ford fusion with ******* miles the offer 5000 bucks for it told them where to go

Still waiting on a car that is only 200 miles from my house. It will be over 2 weeks before it arrives and I fear the worst. Don't buy from them.

They wanted to buy my show car for $100. They said that was all it was worth. Don't waste your time with these scammers and the their scammer site.