Vroom

It seems like the entire company is so disorganized and nobody wants to take responsibility. I had a pre-approval from my bank, I started the purchase using Capital One auto navigator. Once it was handed over to Vroom, everything changed.

I was trying to purchase a vehicle, and 4 times I was quoted different sales tax, and my total purchase price went up by over $3000! The contracts department keeps trying to resend me to the sales agent that never returns calls. I was finally able to talk to a helpful agent, who I thought had it all figured out, but then when I received the updated contracts, the Sales tax amount was over $5200! When I looked on my state tax website, it should only be $2900. I do not understand how this can keep changing? What is their endgame for screwing around with the numbers? I had an agreed price and monthly payment, and they seem determined to try and screw around with the contract.

When I call the contracts department, they keep shifting the blame back to the sales agent. The sales agent has not returned any of my calls, and when I try to call the extension the phone cuts off.

If I could leave 0 star review, I would. Vroom is literally the worst company I have ever worked with, particularly with regards to purchasing a car. They don't perform any sort of inspection or even quality check of the vehicles that they sell, despite what their website says. I was delivered a car that had a broken trunk (would not open), oil leak, needed a new battery (wrong one was installed), all 4 tires were below the legal limit of what is allowed to be sold in Washington State, and more. Upon inspection of my vehicle at the mechanics shop, it was even determined that there was some interior mildew and rodent festation of the vehicle, and when it was dropped off to me it was full of dog hair. In trying to work with them to get the repairs arranged for any of the mechanical issues, they have been difficult and cheap, not seeming to care that they literally sold me a car that has tires below the legal tread limit that are allowed to be sold. Will never work with Vroom again and highly advise anyone considering working with Vroom to move on and choose literally ANY other dealer, online or otherwise.

Bought the car. That was the easy thing. Waited weeks to receive it and still have not recieved a title for it. Its been over a year! They wont answer my calls or emails.

I chose not to buy from Vroom for many reasons, but communication was #1.1st and foremost the worst communication I have had from any retailer in the 20+ years of using the internet. I placed a car on hold and paid the 250 dollars. I started the process with Vroom (which was easy) and then added a trade in to the deal. This is where everything went downhill from here. Days passed I did not receive any communication from a single person. So, I called them to get an update. For over 2 hours straight each day for 3 days I tried and tried to get someone on the phone that could help. I would get passed from agent to agent and then disconnected and not on 1 occasion, several. I was told over and over again I needed to get in touch with my Car Specialists to resolve the issue and that they were unable to get in contact with him. I emailed the "Car Specialist" that was assigned to the deal several times a day and called their direct line to never get in touch with them. I did this over and over for 3 days. So, I gave up and moved on. Anyone considering buying from Vroom should believe the majority of the reviews they read. I thought despite all the bad reviews I would give it a chance; glad I did not go through with it. I am sure if this is how the deal started out who knows how it would have ended up.

I read reviews and saw positive as well as negative. Stick to the negative ones. I called about a car I was interest in and spoke with Brandon Perry. He was very pleasant and explained how everything worked. I was told I could put down a $500. Deposit to hold the vehicle and I choose to purchase, the $500. Would be applied to the purchase.
I loved forward with the purchase however, they didn't apply the deposit to the purchase.
Well, that was that. In the past 4 days I called Brandon Perry several times with no return calls. I spent a total of about 3 hours on hold and was basically told ill get the $500. Refund a week after I receive delivery of the vehicle. I paid cash for the car so, why does Vroom need to hold my $500.?
When they tried to process the $500. Deposit, they ran it through their system 6 times in 5 minutes which caused my bank to put up a fraud alert, yet, now they refuse to give my money back. It's true what people say... Once they have your money, they have no interest in speaking with you anymore. By the way, the contract that I signed expires after a day so you end up giving away $25,000 and no paperwork to show for it!
Stay away from these unethical thieves.

After reading all the negative reviews here, I almost didnt go ahead with my purchase. Im glad i did. Heres what happened. I was able to filter thru all the cars they had till i found what i wanted for the price i wanted. I was contacted by a sales associate. We discussed the vehicle and i decided i wanted it. No Pressure, i mean if there was all i would have to do is hang up. They offered financing, but i paid cash They emailed my contract, I E-signed it back to them and wired them the money. In a week my car showed up at my location. I was given 7 days or 250 miles to decide if i wanted to keep it. I had it looked over by my mechanic, all was good. They gave me a 2 month temporary license plate. My paper work came in about a month. All done. No greasy salesman out trying to make himself some extra cash trying to sell me stuff i dont want. And I never had to leave my house. A totally good experience I will probably do again someday. The only word of caution is that I didnt know car companies are now selling their cars without spare tires, just a fix flat kit. That was a lesson learned for the next time.

I have been in contact with Vroom Support and registration/titling/insurance dept. with no resolution after 12 days.
I contacted them 12 days ago that my Temp/paper tag was expiring on 1/08/2021. They requested my Declaration page of my insurance coverage. I submitted it to them on the same day. So, I know they can respond quickly to emails.
I waited until the following Monday (1/11) to contact them again. No response. Sent another email on Wed. No response. So, I called on Thursday and the female rep was very apologetic and would have someone from Title/Registration/Insurance department get back with me. Never heard from anyone.
I sent a very stern email about my experience to Support and a representative said she would expedite my request to a Sr. Person. She told me I should have a new tag before they closed on Friday. That would be 8 days with an expired tag. No one called, reached out; nothing. Crickets! Emailed them Monday and today with zero responses!
Absolutely unacceptable.
I have no complaints about the purchase, price, process of purchase, delivery or condition of the vehicle. But, we have had expired tags for 11 days now and 12 days of "processing" since first notification.

I give them my information on my 2013 Chevrolet Captiva Sport and they offered me $100.00 on my vehicle that Kelly Blue Book rated as being worth $7,704.00.
Don't waste your time!

I had the worst experience with vroom, i bought a car 6 month ago and still i dont have my title.

EVERYBODY FILE A VS 35 COMPLAINT FORM, FROM YOUR STATE AGAINST VROOM, so we can get their license REVOKED.

All vs 35 complaint form are the same in every state.

I am now in my eleventh day of waiting for payment from Vroom, my truck was picked on on a Sunday June the 13th and today is Wednesday June 23 and still nothing from Vroom we have contacted them on 4 separate occasions to no avail they only say they are processing and we should receive confirmation in a couple days I am now considering filing charges against them for stealing my truck, this is not a good company that you can rely on

Stay away from anything related to Vroom.com
I've had my car for nine months and still have no license plates or registration snd I risk tickets and jail anytime I drive the car. The Vroom Customer Service Department is unwilling, unable, or both in regards to helping resolve the problem. I get apologies, excuses, and blatant lies from the Customer Service representatives.

There is no apparent way to elevate complaints within Vroom's customer service process. Trying to use the chat feature on their website is futile as the message that comes up whenever I attempt to use it is that there is no representative available to chat with.

So here I sit nine months and counting since I bought my car, unable to legally drive it and with no one at Vroom interested or willing to resolve the problem. I can't even sell the car because the State of Texas where I live and where I purchased the vehicle has no record of it in the Department of Motor Vehicles system. When I click Vroom's 'Track My Deal' icon in (see attached picture) an email received from them says I have no purchase history with them. I obviously do as I have a car sitting in my driveway, a paper trail of my purchase and finance agreements, and the emails I took screenshots of.

When it comes to Vroom, do yourself a favor - stay away at all costs! Vroom is the worst company I've ever done business with in over 60 years.

Vroom is 100% a scam, it's been months of calls and e-mails saying my $******* refund will be on its way. The costumer service is obviously horrible with every person transferring you to the next knowing they'll annoy the costumer enough to hang up and not want to continue the process of getting their money back. They'll answer, ask what the problem is, you'll give them ur 'case number' if you've already filed a refund, then they will transfer you to a higher tier and transfer you to someone and they will keep doing that for hours until they fake send you an email saying they are working on your refund. I got an email saying my refund has been on its way…2 weeks late I call and they said they didn't even start the refund process at all. It's been a couple months now and they have the title to the car too! Do not trust these online sites just go to a dealership or try carvana, but make sure you know people who have gone through the process when you try to use an online company, that's the only way you'll know if it's good to use or not.

Sold them a car which was picked up a week ago. After contacting them on 4 occasions. And having them promise me each time that I would be paid momentarily, I still haven't been paid.

I tried to sell my car. They do not have enough customer service reps and spent tons of time on hold to be transferred to a message machine. I would not recommend using the service.

I purchased a car from their website, worst mistake, the sale representative was nice and responsive until i was approved, for the bank and them disappear not hear from him not answer my calls. After that struggle 2 weeks pass, someone else finally help me, now i am struggling whit the delivery haven't get a delivery date it been 1 month. De delivery if the dept answers, they don't have that information keep saying that someone is going to call me in 24 to 48 hours. NOBODY CALL NOBODY SEND ME AN EMAIL. NOTHING... TODAY I AM CALLING THE BANK AND CANCELL THE PURCHASE I I DONT KNOW HOW I AIM GOING TO DO TO GET MY $3000 DOWN PAYMENT BACK. DO NOT DO BUSINESS WHIT THIS COMPANY..

We started the process of buying a car with Vroom 24 days ago. This was when we started the final documents and signed everything for the purchase. This is also when they seem to have failed to process the paperwork on their end. Daily, they continued to tell us that the car is in Quality Control for 15 days. No one even noticed that the car WAS STILL FOR SALE and nothing had been processed. We needed the car by a certain date for a family vacation and had started the process a month in advance. We were assured that we would have the car with no problems. It is now three days before our vacation, we have had to cancel our order as they can't get the car to us by the time we leave. They can't refund us our money for five to seven days and now I need to take time off of work to go buy another car at a dealership so that we can have a vehicle to take on vacation. Please save yourself a considerable amount of time and frustration by skipping this company. We have talked to over 20 people and haven't found a single person that is actually helpful. You will find yourself always on hold and it is always another department that handles something. No one can help. Save yourself from this headache!

I had to click one star to post. This company has no customer service, They will not connect you with a manager who can help you.
They stole my car and i will fight them tooth and nail.

Do you have to call every day to make sure they stay on task and they have done all the right things. They do not let you know when something is wrong. You have to keep calling on and keep calling.

Awful experience and would not recommend Vroom to anyone else! I contacted Vroom to do a trade in of my 2017 BMW M4 for a 2018 BMW M4. It started out very promising because Vroom gave me a decent offer for my 2017 M4. I was instructed to sign my car title and FedEx it back with payment for the balance. I sent Vroom the signed title along with the Statement of Facts using the returned FedEx envelope provided by Vroom. On the same day, I wired $10,000 to Vroom. Eight days later, a Vroom Specialist called me and told me they have not receive the FedEx package yet. I told them according to the FedEx tracking number, the envelope was delivered to Vroom 6 days ago. From this moment on, I had to call Vroom contract office every day and I would get conflicting information and status report on every call. The most frustrating part is a Specialist told me it is against Vroom policy for her to track my package with the tracking number that FedEx provided to me. I told her that is nonsense and I would like to talk to someone that can help me. She said no one can help me now because my account is in the "finalizing of deal" state and this is between 2 Departments so neither Contract or Sales department can help at this time. More nonsense! Vroom has my title and my money. I am not able to sale or trade in my vehicle and I bet it will take them 30 days or longer to give me back my $10,000. Stay away from Vroom!

I bought a Mercedes from Vroom and two days after I finally received it the car was leaking on my driveway. I brought it to a certified Mercedes repair shop where they deemed the car unsafe to drive. The front left axel has to be replaced as well as two protective covers under the car. As soon as I got home I spoke with a manager at Vroom. I explained to him that if they are not going to fix the car I will return it as I have not had the vehicle for a week yet. He assured me they will pay for the repairs under the 90 day used car warranty and to have the shop pick the car up. It has been days and the mechanic can not get approval for payment so obviously they will not start repairs. I have literally been on the phone with Vrooms customer support for hours and hours the past three days without any resolution. They keep transferring me to another incapable person who cannot give me any direction or conclusive answers. Meanwhile the repair shop has been calling almost hourly for days asking what to do with the car. Best part is I purchased the premium warranty through Vroom with Safeguard but when I spoke to them they have no record of my car at all. They said that Vroom must of not activated the coverage yet... that can't be right because it is in the contract I signed and was charged for. This has hands down been the worst experience I have ever had buying a car. I'm hoping Vroom does the right thing and resolves this asap but I'm very doubtful giving my experience thus far with Vrooms customer service.

I work with several warranty companies. This is the worst warranty company we have worked with. They would not pay out what they said. Our customer had to pay over double his deductible. We took a $175 hit.
WOULD NOT USE THIS COMPANY FOR ANYTHING.

I have given Vroom weeks to make things right, so now I feel the only way to get their attention is to go public with the experience I'm having and hope someone reaches out. It seems after you make the purchase of your vehicle all communication from Vroom stops. You still receive automated emails, if you try to respond to them or call someone you will get nothing back. I was promised my spare key after I kept the car after the 7 day test drive. (They keep one in case you return the car and forget the key, makes sense) Been calling and email about it with no response. Delivery was supposed to go smooth, then they ruined my Sunday after they confirmed delivery on Saturday with a call and email to only a call at 9pm Saturday night telling me the car will be there Sunday morning. Of course it showed up Sunday afternoon after waiting around all morning for it. It was filthy, covered in dust/dirt/small stones. Thought washing it would scratch it, but couldn't blow it off either for the same reason. Spent an hour or two carefully cleaning the exterior of the car before I could even test drive it. They gave me two month temp tags which expire this Saturday, 10/31. I've called numerous times requesting information when I would receive my actual plates, of course no response. I am done with Vroom, wish I would have bought a car from a brick and mortar store or Carvana as I hear great things about them. I'll stick to an actual dealership or private owner for my next purchase though. Let time decide if these strictly online dealers last past the pandemic!

VROOM IS THE WORST COMPANY IVE EVER DELT WITH IN MY 24 YEARS OF LIFE! I AM SO FURIOUS!
First off, they took over a month to deliver my car even though they told me it was only going to be 9 days knowing I just totaled my only car and my bf had to literally call them himself to make them finally deliver it. That's fine whatever, now they keep send me emails saying "I'm so sorry you've decided to let us buy back your car" "we are posting your car for sale back on our website" …Wtf I never even said that EVER…no one will resolve my issue. They just DO NOT CARE, I keep getting put on hold then I hear nothing.