Vroom

The price quoted for selling my vehicle was 10k under value. What a joke! IA 2015 Ford Escape with 32k miles on it was quoted a price of $3663.

I was skeptical at first because they don't tell you, but the whole process takes 2 weeks from the day you put down your deposit til you actually get your car. So I put down my $500,4 days later my truck pops up for sale again. I call and (you always speak to someone foreign who's working from home) the lady says my deposit is only good for one day. I say "Bulls***! There's no way!". She puts me on hold then I speak to someone else who says no, everything is good and my truck is on hold for me. A few days later, they send me everything to docu-sign. I sign, then wait. 3 days go by and I call my loan officer. She's received NOTHING FROM THEM. So they say "oh she needs to wire us or send us a cashiers check". I said no, my bank doesn't just send money without verification of a title. They're not going to just send money somewhere. So my loan officer finally gets their email of where to send the drafting letter. A week goes by, we are now at 2 weeks. I call Vroom and they say they haven't received anything from my bank. My loan officer sends me a copy of where she sent it. So I resend it to the email provided. Then get a notification that the email is no longer being monitored, WTH?!?! I've sat for a week waiting for nothing? So the lady gives me her email and I send it there. And she gets it. So I ask, now how long are we talking? She says "2-3 business days for your loan officer to get the letter, then she overnights us a cashiers check, then from there it's 3-5 business days. Wow. I said nope, I'm done! We are at the 2 week mark and I've already rented a car now for 2 weeks thinking I'd have my truck by then, now I'm looking at another 5-7 business days on top of the weekend. This company simply doesn't not have their s**** together! Constantly put on holds, confusion and never getting a straight answer from them, and you never speak to the same person twice. Do yourself a favor and buy from a dealership, this company has an "F" rating from the BBB (look it up) for a reason! Finally, I guarantee you, all the positive reviews are fabricated or paid for from the company. This company is a complete JOKE. Run! Trust me

Absolutely disgusted! Huge nightmare from start to finish and I'm not even finished. Bought a vehicle and did a trade in with them. First, these idiots ran my credit 8 times, like wtf?! Delivering my vehicle, yeah they didn't deliver it, I had to drive 3 hours to go pick it up because the driver they contracted to didn't speak English and was incompetent. For the trade in pick up, it sat in the driveway for the longest time and I was making payments on it and the new vehicle I purchased all because VROOM DOES NOT COMMUNICATE very well with their contractors or their customers. I had to call over and over again to make sure things were getting done. Finally, the registration part. Still without tags. I asked so many times for them to transfer over the tags from the previous vehicle because they were special plates. They kept telling me that the note was in their system to make sure they got transferred. It's been two months. I don't have my the registration and my temporary tag expires tomorrow. I went to the dmv to see if I could just do it there and they wouldn't let me because VROOM processed the wrong paperwork work needed for me to do the transfer of tags. So I have to fill out the right ones and sent it to VROOM and trust that they won't f*** it up. By the way, my temporary tag expires tomorrow and currently trying to get them to send me another one until I get my real tags transferred. Takes up to 72 hours for their dmv to process paperwork then they send me a temporary tag. So I guess I will be driving illegally and when I get pulled over, I can tell the officer how much VROOM sucks and to tell him never to buy from them and to tell other individuals he or she pulls over to not buy from VROOM! What a complete cluster f***

This has been the worst car buying experience of my life. First when I spoke to the the saleswoman told me there was a $249.00 deposit and if I bought the car that would be taken off my down payment well that was a lie after I signed all the paperwork I was told that I had to pay my full down payment and the deposit was just a scam to get more money out of me. Secondly they conveniently left out the fact that I would have to pay insurance on the vehicle for 3 weeks before I received it so now I'm paying for insurance on a vehicle I don't even have. An now its just a few days before there supposed to deliver it and there web site says its being prepped for delivery which it has been that for a week now and when I call no one seems to know what's going on with my car and they don't return my emails. All and all a nightmare experience.The Nightmare only gets worse so I finally got my car and the brakes were rotors were completely rusted out and the pads were under 30% and I could not even drive it. My mechanic told me I was lucky to make it to his shop. Then he also told me that my tires were cracked all the way around the tire. So 4 new rotors 4 new brake pads and 4 new tires was the start. Then I had a major exhaust leak that could have killed me and my kids so I had to pay for a rental car for 2 days while my car was in the shop I was reimbursed for the brakes but have yet to be reimbursed for the exhaust leak. Its not over yet now my temporary tags are expiring today I contacted them 4 days ago about and they said they can not get me another set of temporary tags so they will pay for a rental car in which they are dragging there feet on and I have missed work today and will probably miss it again tomorrow. This is the worst customer service I have ever seen in my life DO NOT BUY A CAR FROM VROOM

I have been working on receiving my title, a copy of the original title, or an extension for my temp tag for 4 weeks now. I have spend a total of 11 hours and 47 minutes on hold or in conversation with people from VROOM. Every time I call I am told I will receive a emailed PDF temp tag extension in 1-3 days. It has now been 4 weeks, and I call every 3 days, and I am still told the same thing. I have been told by 13 vroom employees that they have sent emails to people in two different departments and they are "high priority".
I have submitted all of my paper work, insurance declaration, and paid in full for the vehicle.

My temp tag is now expired, and I never received the title that I have been requesting for for weeks. I was even told by VROOM that if I received a ticket for an expired tag they would reimburse me. The audacity.
Also, when I finally receive my title I will have to pay extra fees because the temp tag is expired.

This review is just about my experience with trying to acquire the title. I will have to leave another review on the nightmare that I had with the sales person and trying to receive simple paper work to provide to my bank.

If you purchase a car through VROOM make sure you get the name and case # of any request that you have. Also request to be transferred to Tier 2, and the best time to reach anyone is 8am. On the dot. And don't fall for the prompt " if you would like for us to call you back when it your turn" they will never call.

The employee are not bad people and eveytime I would call I would apologize for being frustrated because its not their fault. They only communicate to other departments though email. This is a problem with the company structure of VROOM. WORST EXPERIENCE EVERRRRRR!

Once you purchase a used car through Vroom's website, the problems begin. Initially, it took about two weeks to complete the purchase of my car. While that wasn't a huge issue for me, if anyone is in a rush to purchase a car, they should avoid using Vroom. Within a week of the delivery of my car, I noticed a tear in the weatherstripping of the convertible roof. This is an issue that is clearly covered by the warranty. I called Vroom and asked if they would pay for the repairs. They asked me to submit a quote from a mechanic, so I did so. Then, for nearly three weeks, nobody responded to me. I sent Vroom several emails and made several calls, to no avail. Finally, after over two hours of telephone calls, I spoke with someone who could help me and approved my request. They told me they would pay the mechanic directly. Once the mechanic fixed my car, they called Vroom and they told the mechanic they would call him back with the payment. That didn't happen for several hours. I called Vroom, only to speak with several people who could not help me. They repeatedly transferred me to other people who couldn't help me either. Instead, they told me that my specialist was going to call the dealership at some unspecified point in the future. She never did. Since I need my car, I was waiting at the dealership and trying to get someone to help me. Finally, I was connected to someone would could help me and they facilitated the payment. Getting there, however, was a monumental task. In short, a simple mechanical issue with the car took about 4-6 hours of phone calls and emails to address and fix. This was far and above the worst customer service experience that I have ever encountered. They don't respond to my emails. They don't respond to my calls. This is utterly unacceptable. Vroom has abysmal customer service and other people should know about it before they spend tens of thousands of dollars on a car. If you're lucky enough to receive a flawless car, and are in no rush to buy a car, Vroom is fine. But if there are any issues whatsoever with your purchase, it is nearly impossible to get the issue fixed.

This company is an absolute scam! I am in the middle of a 3 week nightmare which, by all accounts appears to be a bait and switch now. 1) While the internet lists a corporate office of Huston TX or NY NY, there is no phone number to a corporate office. 2) We put a $250 hold on a car while waiting for a loan 3) the customer rep. Neglected to mention the company only accepts down payments via WIRE TRANSFER. This fact resulted is the need to re-apply for a different amount on the loan 4) The company failed to link the Vroom account to the car we placed a contact for, thereby preventing us from being able to make the down payment. When we contacted customer service, we were told the matter needed to be transferred to another department to link the account and someone would get back to us in 2-3 days. 5) The very next day we receved an email stating vroom was keeping the $250 deposit and reposting the car as available. We now have a check for a loan from the credit union for a car we don't know if we can now get. 6) Further, even after you pay them 100% of the money, they still will not give you the car! They send you additional paperwork to go to the DMV and license and register the car yourself, then mail the documentation. Only after will they get around to delivering your car (MAYBE) and it can still take 2 + weeks for the delivery and they charge you anywhere form $600 - $2000. Afterwards they have to send you a title, I am reading reviews of insurance companies dropping coverage because they did not provide the title timely. I have reached out to TruCar (who advertised them) and PenFed (who used TruCar on their PenFed website). This company is a SCAM with no corporate office number! No accountability! Bait and Switch! Call the BBB at 1 *******100 to make them aware of your experience with this company! Please see the current BBB complaints at https://www.bbb.org/us/tx/stafford/profile/used-car-dealers/vroom-*******4633 Fraud Alert! Fraud Alert! Fraud Alert! Fraud Alert!

I started the process to sell my vehicle to vroom and what a gigantic waste of time and effort that I'll never get back. In total, I've spent nearly 1 month; about 45 follow up phone calls to them and have resubmitted required information that they continue to lose (how to you lose electronic documents?) every time I call. I've made it a habit to contact them daily to confirm my case is still opened and all requested documentation has been received. Each time, someone either confirms I have it all and will proceed to the next step or tells me another ridiculous piece of information to provide to them in order to complete the sell. This is the worst experience doing anything that I've ever had the displeasure of enduring. In one instance, they asked me to re-attach a title document which I did and they told me it was all good and received. I called the next day to make sure the title was good and my case was progressing and was told it wasn't received and to reattach, but take a screenshot this time and enlarge it to fit one page. I did and confirmed it was received at that time. The next day, I called to check the status and was told "Oh, you need to submit the title document in COLOR", not in black and white. So I contacted the back and submitted the document in color as requested only to be told "your case has been closed for the 4th time because of a missing document so you'll need to start the process over and we'll go from there." I hope this company gets back to each of them exactly what they've given to me. The initial deal of buying my car for 3.5K higher than any place else was what caused me to endure the crazy, but it is not worth my time. Please do not waste yours *******@therealcoachpayne and I'll tell you the entire terrible experience. Sorry, I rarely leave reviews, but this may save someone time and frustration. DO NOT GO FOR VROOM!

If I could leave a negative ZERO as a rating I would.
We began the process of selling our 2016 Hyundai Elantra January 16,2022. Here we are February 25,2022 and vehicle still not picked up. We were told by the end of the week we would get info on carrier for pickup. They ended up closing the first case and couldnt tell us why other than offer expired but mind you we signed a contract and our title was over nighted via Fedex that they provided. We started process again and had to sign another contract. Well after the 3rd contract we had to pull the plug. It is an answering service only and you cant be transferred or speak to a supervisor as help is contracted out of the US. They cannot answer questions just say so sorry and you will get an email in 24 to 72 hrs.
The kept saying signatures were missing when I had a copy and all copies were signed. They wanted both DL of me and my brother. It was always something else they needed and was always something always submitted. The last straw today was they wanted " Organizational Documents", in which nobody could even tell me what that meant. They also asked for our business tax information and again couldnt tell us why they needed that information. We closed the deal and hope that we are able to get our title back as they say they think they, have it? I feel we have been scammed and provided confidential information that can be sold or used. I would think twice and read reviews before dealing with Vroom. If I would have done my due diligent and homework, I would have avoided all the frustration and never submitted our personal information. We will report to BBB, Consumer Affairs and any other agencies we can to prevent someone else from being scammed.

Mrs Hasazada,
You cost my husband a loan for a vehicle that he needs to do his trade of work. You know, the work that produced the pay stub that you called FAKE. Not only did you cost him the loan, but also his reputation with the bank that was going to finance the truck. You determined that the company wasnt a legal company because you googled it, WHAT! I provided you with the Texas tax ID and also the bank account. I was willing to send you copies of the W-9 for the company and, the W-2 for Kacy Price. The hit to Kacy Prices reputation with the bank will prove to be worse than losing the truck loan. The truck was a fathers day present and a need for his line of work. You dont know us, so let me help you understand.
This past years we have been through hell and back. We started a oil company that struggled after oil prices bottomed out. You have seen his credit, its not good. Let me tell you why its not good. Because when the oil company started losing money. He didnt take home a paycheck. We paid all of our employees without letting anyone go. So our finances and credit took a hit. Because our employees depend on us to support their families. We have a family to. So to make ends meet without a paycheck. I worked as a pharmacy tech at night and he mowed lawns. We were tired, so tired but we kept on going and made it. All of our employees never missed a pay period. We went to bed every single night knowing that our employees and their families had a roof over their heads and food on their tables. Yes, it would have been easier to let them all go. But that wasnt an option for us, because we possess qualities that are rare in this day and time. I have had experience with you so I know you wont understand what qualities I am referring to. They are honesty, integrity and loyalty.
I pray that when you are in contact with the next person. That you will remember everyone has a life, and everyones life and happiness mean something to someone. So dont take it from anyone.
Rose Price

I PUT A DEPOSIT DOWN FOR A$******* car that jumped to $25,000 as soon as i paid! Out of control! $11,000 FINANCE CHARGE!

I want to start out saying that I only blame myself for the below. I had come across thousands (yes literally thousands) of negative reviews on Vroom, yet against my better judgement I proceeded with my purchase. LESSON LEARND.
I have used Carvana and Driveway in the past, those experiences were amazingly smooth, honest and precise. Not at all what Vroom offers in terms of customer experience.
If you have LOADS of patience and are lucky enough to have a issue-free vehicle delivered, you'd be in an okay spot. Not a good spot though as I received my vehicle on 7/27. Prior to that I had received via FedEx a temporary tag with 8/11 expiration. It is now 8/18 and I am forced to drive with an expired tag due to incompetence at Vroom. I did call on 8/12 and was a assured a new tag would be issued within 48 hours. If you get to know Vroom, you'd take that with a grain of salt as everything I have heard from them since the buying experience begun turned out to be lies.
7/3 – I find a car I like on Vroom and state my interest on their site and placed a refundable deposit to hold the car. Very quickly after I received a call from a salesperson (this was the only communication with this individual, once deal is closed they move on) guiding me to complete the purchase. I was told that the vehicle was in TX and would arrive 10-14 days from the purchase but usually it would arrive even sooner than that. This was wrong. The vehicle was in CA. I received my "Congratulations purchase is complete" email on 7/9 yet my car was delivered on 7/27 18 days after the purchase was complete.
7/27 – The car arrived with the exterior being very clean. The inside was a different story as it was filthy with stickiness and residue all over. I then find a nice tear on the door which was undisclosed in the listing. When I drove the vehicle, I noticed a vibration and rumble anywhere from 15 MPH and up. I immediately contacted Vroom and was advised to get estimates and that they would submit for approval.
8/7 I submitted an estimate to resolve the vibration issue to Vroom. The dealer stated the tires were choppy and were in need of replacement. Additionally, the rear brakes had to be changed immediately. It is now 11 days since and I have gotten nowhere.
8/13 I asked Vroom that I return the vehicle due to the issues not being resolved. I was told I would lose the $699 delivery fee plus $1 for each additional mile over 250 miles. Because of this, it is cheaper for me to keep the vehicle pay or the necessary maintenance and repairs myself.
As far as communication, there is very little of it. Most emails are either unanswered, answered days later or answered by seeming two different people giving entirely conflicting information.
If you want to buy a car online with convenience and confidence, try Carvana or Driveway. Do yourself a favor and keep away from Vroom.

Vroom is absolute trash. DO NOT use them. I signed the contract and wired my down payment to them 2 weeks ago and I'm still waiting for them to mail some documents to me to sign for my trade in. Every time I call them, I get the weakest response as to why it hasn't been mailed yet. The first time, I was told it was because they "didn't realize" that they had to send them. The second time, I was told "they forgot". The third time, I was told it was because they "sent them to the wrong person". So now (apparently) some unknown person has my personal information, and I still don't have my documents. They are very friendly when they are trying to sell you a car, but once they get the signed contract and down payment, they literally do not care at all about you anymore. I really can't tell if it's incompetence or laziness, but either way, they are TERRIBLE and no car is worth this hassle. Every time I call customer support, I'm transferred around to different people, put on hold forever, or hung up on. They refuse to elevate it to upper management. I spoke with someone named Lacretia in Contract Escalation, and she wouldn't give me her contact info to call her back to confirm they sent the contracts. I called them back and asked to speak with her and they said they couldn't transfer me to "a certain person" which is complete Bull. They just don't want to deal with it. I don't understand how a company can be this terrible and still stay afloat. I messaged their VP of purchasing on linkd in and also submitted a complaint to BBB but I'm very close to getting an attorney involved, getting my down payment back, and going somewhere else.

On 5/4/23 I found the vehicle I wanted on Vroom, I talked with a couple of people who had purchased through Vroom and decided to give it a try. That day I received a quote and paid them to hold the vehicle. So far that is the only part that has gone efficiently. It took a week and a half for the deal to be completed so I could pay. There was a mistake on the paperwork and they kept sending the same paperwork with the same mistake over and over asking me to sign it. Finally got that mistake corrected and discovered 1 box was not checked on the registration; it took 3 days to get the box checked and during that time they sent me the paperwork that was incorrect at least 3 times. I sent payment which was received by them on 5/18/23.

I received correspondence on 5/19/23 saying that the Murano I purchased was on its way to the Riverside Hub from a location approximately 30 minutes away. I called on Monday, 5/22/23 and actually spoke with someone who informed me that the car was with the smog person and the plan was to get it to me by Friday, 5/26/23. I called and left many messages over the next week and a half but no one returns those and the email address they provided was bogus.The lack of communication is astounding. They have 14 days to deliver the car to me, that time is up on Friday this week, 6/2/23.

I set up an account on their website at the beginning of the process but no one seems to update the information. Customer Service people are pleasant to talk with but hard to get a hold of and all they can really do is send a message to another department; I suspect this is a thankless job. One customer service person even hung up on me, likely because he was unable to fix the problem.

They have 2 more days to get me the car, I have little hope at this point but I will update this to let you know what happens. I did actually speak with someone in customer service today who says the car is waiting for a smog check, apparently it has been sitting there since 5/22/23. If it takes a week and a half for a smog check I can't think how they could promise the car would be delivered in 14 days.

Update 6/6/23: Delivery day came and went, no car and no information about delivery. We sent notice of exercising our right to cancel the contract and no response to that either.

Absolutely the worst service I've ever had AND very much illegal. I need a call back today. I made this purchase last week of February and still haven't resolved my issues.

1. Delivery was scheduled but came a day late. I was never contacted that it would be a day late. I spent the day waiting around for it, and had 0 COMMUNICATIONS. I had to call half a dozen times and all I got was "sorry I can't contact the carrier"
2. The roof on the Tesla came shattered. A luxury car. DAMAGED.
2. The Tesla did not come with a charger. I emailed. Nothing happened.
3. I had to drive to a supercharger that is 45 min away to charge, for 2WEEKS. Spent $80 on supercharging and not to mention the 1.5 hour round trip every time I needed a charge.
4. You guys took a week to send out the charger.(And this only happened after bering on the phone for HOURS. I had to call in multiple times to get this done) and sent out the wrong one.
5. I had to call in multiple times AGAIN to get the correct charger and that took another week to send out.
6. I had to take the car to get serviced and repaired pay out of pocket.$2.1k+ from my own pocket AND I've been contacting you for reimbursement and NOTHING has gotten done.
7. You picked up my Honda Civic 3 WEEKS AGO. Honda keeps calling for late payment and fees. This is going to Ding our credit and we will take legal action for it.
8. I HAVE SPENT HOURS ON HOLD AND ON THE PHONE WITH 0 RESOLUTIONS.

You cannot hold my car for 3 weeks with no payment. You delivered the car not in the condition you agreed to. Your lack of action is going to ding our credit and I'm ready to take legal action.

- First I could not connect with the "salesperson" assigned to me after 4 phone calls on my part.
- The manager that I was supposed to talk to was rude and arrogant and when I said I wasn't sure this was this vehicle for me he hung up on me without another word.
-The next day Alexa called and straightened a lot of the questions out and I was back on the way to helping me select the car. She told me I would have the contract on Friday (despite it being a holiday weekend) She told me that I would not lose the delivery fee if I returned the car in the allowed 7 day 250 mile limit.
- Saturday I called the contracting department to find out where my contract was and they told me it would be there in one hour.
FIRST LIE CAUGHT - I called Saturday 2 hours later to ask where the contract was and was told that it takes 72 hours.
SECOND LIE CAUGHT - Received the contract paperwork Monday. Kudos for working on a holiday. Section 6 of the contract promptly state that you will lose the delivery fee ($699 in my case) even if the vehicle is returned under the time line.
THIRD LIE CAUGHT - When I asked to speak to Alexa they told me she wasn't my salesperson. When I asked to speak to the manager they say I would receive a call back. (Im still waiting but not holding my breath.
- I had decided to sign documents and move forward with paying the down payment and I found that money needs to be processed through a third party. THe payment system only recognized the big banks so Im supposed to jump through more hoops to get my bank approved by the 3rd party vendor or overnight the cashiers check to Vroom with documents they fed ex.
-
Looking at all of the independent ratings from sites that are not their site I am dodging a bullet cancelling my order.
-
Find a trustworthy dealer recommended by your friends in your local area so you can stare them down if you need to.
-

I had never bought a car online, and with the experience that I've gained with Vroom, I will make sure that I never do.

I thought I bought a 2016 Lexus GS200T

The sales process was faster than lighting. They returned calls within minutes. Emails were abundant and informative. The sale was closed within an hour.

The post-sale communication was probably second to none. I got so many emails and calls about the purchase, what was going to happen next and what to expect, information about the tags and so on and so forth. Everything was impressive.

The problem begins with the delivery of the product.

They promised my car to be delivered on Sunday, May 16. Sometime around 10am I got a call from the customer service lady, detailing the process, what was going to happen, what I needed to do, etc. etc. Then, I waited and waited and waited. Around 5pm another lady called asking me if my car had arrived and was everything was OK. I told her that there was no car; she said she would make a call or 2 and call me back. She never called back.

Monday came, I got more emails and more calls. Still no car.

Tuesday came, I got more emails and more calls, but still no car and no one could tell me what the problem was. Seems that no one knew, and certainly there was no communication within them.

Wednesday came, and I finally called the store in Stafford TX and spoke to a manager. He called me back, stating that they would deliver my car before the end of the day. The end of the day came and no calls, no emails and no car.

I finally had enough and called back and cancelled the whole thing. I told them this was a joke, and I refused to be on the laughing end of it.

The process left me emotionally drained, disappointed and upset.

To date, I still have not heard from a manager or someone with authority who could tell me why my car wasn't delivered, when it was promised.

Searched for cars online and came across vroom. Obtained a pre-approval from a lender that the Vroom website states they work with. This required a hard inquiry on my credit. Then contacted the Vroom, spoke to a salesman, and sent in all my paperwork (copy of license, trade in registration, $500 deposit, etc. that same day. Seems like everything would be easy. NOPE. I was told that my paperwork would go to contracts and that they would contact me the next day to sign the docs through e-signature and the car would be delivered within 7-14 days. This is during Covid so I can live with my existing for that long. Well, I received several separate phone calls on various days from the sales rep that said I'd get the paperwork that day or the next day. Never happened. Long story short, they finally looked at my paperwork a week later and said that they needed additional paperwork. At this point I was pissed because I could've gathered this paperwork during the last week of time I'd been waiting. Sent in the additional paperwork and then next day I get a notification from my credit monitoring that I had a hard another hard inquiry on my credit. Guess who it is? You're right, Vroom. Called the sales rep and asked about this. He had no clue and said he'd speak to his manager and give me a call back. Never heard from him. I had to call him back the next day to find out the details. This company is terrible from my experience, customer service is terrible, sales rep I worked with knew nothing and just lied about things that he didn't know about. At this point I gave up and purchased from a dealer about an hour from my house. We did all the paperwork over the phone. They drove the car out to me the next day, dropped it off, and drove my old car back to the dealer. This was my expectation with Vroom. I tried to contact Vroom customer service to log a formal complaint and what do you know. There is no email address, only a phone number. The sales rep gave me the email address for someone that was supposedly a supervisor but since he'd lied about everything up to this point. I was not going to waste my time sending an email. The funny thing is that they state at the beginning of every call that the call is being recorded but based on my experience I'd assume they are never monitored or reviewed for quality assurance. Stay Away! Terrible company!

We purchased a jeep grand cherokee after looking for about 3 weeks online and every time we found what appeared to be a "good deal" it was sold when we called the dealership. I have never heard of vroom but found out about it by searching for online vehicles. I immediately found one with low miles and a better price than I had found with all my previous searching. I called vroom and asked about how it all worked. He assured me that if there was anything at all wrong with the vehicle, they would "cut you a check" to repair anything wrong that was not listed on the website. I must have lost my mind because I did not check the reviews prior to purchasing this $22k vehicle however I did purchase a warranty which was WAY cheaper than the quotes I had gotten only days before on a similar vehicle. After putting down my $500 deposit to "take it off the market", I did check reviews which were HORRIBLE- now I'm really sweating - do I take my chances of losing the $500 or pay for it & hope they will follow what they told me. I paid for the vehicle, then they said it would take 10 days for the $800 delivery of my vehicle (came to find out later, these vehicles are located in Houston which is only 5 hrs away- I would have driven over myself & saved the money if I had known that was an option). Regardless, I stress the next week wondering if I have been ripped off & how hard will it be to get my $$ back. On day 6 I get an email that the vehicle will be here the next day, then later that day an email that said the vehicle had actually already been delivered- so I am stressing calling vroom who assures me it will be the next day. Then I get a call from the driver who says he will be here tomorrow that he is out of time on his driving so my jeep will be "at his house" which stressed me out even more. Next morning it arrives & I am stressed out to the max until I see it- it was really nice- so the relief was immense. However, on the steering wheel where all the controls are located on one side, it looks like someone took a brillo pad & scrubbed off all the black finish leaving a large silver area that is very obvious when sitting in the driver seat. We tried to look online at the original pictures online but they were no longer available. We sent a message for them to "cut us a check" like the guy told us when we bought the vehicle to have this repaired. So they produce a picture of the steering wheel from the posting & tell me it was shown (however it looks like a glare & not a damaged area)- so they refused to fix it- so I felt that was a little deceiving. However- I really am impressed with the vehicle overall for the price, no haggling & great price on a warranty. I would definitely consider them in the future- easiest car purchase I have ever made - however very stressful about not seeing it in advance.

My name is Gregory Jones, do not waste your time with Vroom. If I could rate my experience with Vroom using a negative number, it would be -10. Their customer service is the worst I've experience in my entire life. The actual buying process was pretty easy. I was able to talk with the sale representative in a matter of seconds by inputting his extension. However, when I decided I wanted to cancel the purchase, the extension no longer worked. I sent an email to the account we both used, he never contacted me. I decided to contact customer service, but speaking with the right representative to cancel the purchase request did not exist. I attempted to stop the purchase a week before the vehicle was scheduled to be delivered. I could never get a person from the cancellation department, so I contact a purchase agent. I could talk with a purchase agent in a matter of minutes. I've been trying to contact the cancellation department for over 2 weeks. The phone number for the cancellation department is transferred to a voice mail where I left several messages with no return call. I've wasted several hours on hold listening to the most horrible piano music a normal person can tolerate. I've never got to speak to a person from the cancellation department. I call the purchasing department and spoke with a rep in a couple of minutes and I explained my situation. I was told my request would be put into the system and someone would contact me within 24-72 hours. Many days later no one has contacted me. In the meanwhile, I received a call from a delivery services regarding the vehicle I cancelled being delivered the next day. It took a few minutes to explain I had cancelled the purchase. I also received a letter in the mail from a finance company stating the loan on my recent purchase was approved and my first payment was due. I attempted to call to speak with a supervisor, manager of someone in charge but was told they don't speak to customers. Last week I checked my Vroom account and it show a purchase pending however, the Vroom website shows that same vehicle is for sale. I checked my account again this morning and it still show a purchase pending. If you value your time as much as I do, don't waste your time with Vroom. Again, the service is worse than horrible.

If you buy from Vroom what you are getting is a mechanically faulty car, loss of money, fear in mind. Their 90 day extended warrenty is a joke and scam.
I was on a vacation with my family and suddenly temp gauge of car started spiking to red and loud noise started coming from engine bay. I took it to Firestone (luckily it happened in front of it). They diagnosed that the radiator fans both are gone. I tried calling Vroom customer care but was not able to connect as it was a public holiday.
I got the car repaired and it costed me $1K. Next day I send mail to Vroom customer support with invoice and diag details as I was sold the car promising 90 days extended warranty; now the drama starts.

Vrrom customer support told it is not vroom that covers this but 'SafeGuard' and gave me another customer care number!. Ok fine, I called 'safegauard' and raised a case. After sitting on my ticket for 3 weeks they closed that saying this is an EXISTING ISSUE of my car and cannot be covered! Does that mean that Vroom sold me a car with mechanical issue that they are already aware? If this is the case then all mechanical problems can be said as 'already existing issues'.
Now I dont know what all these kindof 'Existing Mechanical Issue' my car got! When you are out of the state with two kids including an infant will you fix the car and get going thinking that the cost will be covered as per their extended warranty? They should cover genuine customers rather than trying to scam and milk money out of them. Othewise one day people will realize their tricks and keep away from them.

I trusted Vroom and thought I was getting a good deal, but this is what they gave me in return.
Please be very careful doing business with them. God bless them.

I have been planning to leave a review for Vroom for a while based my recent buying experience with Vroom. Main things I wanna say: bottom line, the car turned out to be a good car and I am happy with my purchase. Things I had to workout with the company might not fare well with some buyers: 1. The listing had wrong information (about advanced car features: power windows, central lock and CarPlay, for example, the most important part of the description was correct: model miles and photos perfectly matched the delivered car condition) and the delivery was couple of days late for which I was compensated. Another thing is that I needed to learn to be patient with communication with Vroom, once I decided to wait for replies to my questions, I realized I always received the answers and promises were kept. By calling in early to follow up I only made things more complicated.
Oh and I was offered a resolution for the wrong listing info. Would I buy again from Vroom? Definitely. Why? Because a buyer who can get over the mistrust of online shopping and has more patience than the average American consumer, gets the benefit of having access to a large database of used cars and opportunity to find that diamond and snatch it before anyone else. In a hard buyers market like today that is important. I also tried about 5-6 local car dealerships, I'm in south Florida and the car I got is a very popular car here: Jeep Wrangler, but no local dealership could get me the color and model I wanted and ordering a new car meant I can only order 2022 model which doesn't have the color I wanted and is a three+ month wait. That was unacceptable to me.

Anyways, I gave 5 stars to offset all the negativity, realistically id give them a 4 star, because any dealership will exhibit some imperfections, but I was ok with Vrooms imperfections. Oh and I forgot that the financing they found for me was very quickly obtained and I think was competitive and I was able to negotiate conditions to better suit my expectations.

I surely hope Vroom will learn from the feedback, My overall impression with every person I talked to from Vroom that they were trying. Which I cannot say from some local dealerships who were obviously trying to sell me something I didn't want, typical sellers narratives, upselling what they have in stock and downplaying your expressed wants.
Friendly recommendation: save locally the screenshots of the entire online listing before purchase because they remove the listing from their website after purchase is initiated. Google cache is your friend if you missed to do this. Also, read the entire sales contract! You can opt to rescind the waiver from participating in class-action lawsuits by sending a request according to instructions in the contract. That might make them take you seriously. My understanding is that class action waivers are common practice in the contracts.

Complaint to Vroom:
See the below picture of the 2018 Acura MDX 5J8YD4H57JL*******
I contacted you immediately after it was delivered yesterday to return this vehicle due to the following reasons:
All tires bad below 4/32 and balding on the side of tires due to either low tire pressure or bad alignment.
All wheels curb scuffed.
The Vehicle arrived dirty both inside and out with stains on seats, headliner, etc.
Dog hairs present on carpet and seats.
Dog bites and or toenails indentations on top of doors where dogs would hang out.
Check engine light on.
Low tire pressure and or sensor warning on.
Scratches on several locations of the vehicle.
Dent in the back quarter panel behind the rear right side wheel.
Loren, my salesperson told me he read the notes and this vehicle comes with a spare key which it did not, only one key fob delivered. Key fob cost 500.00 to replace.
The Vehicle has a continuous amount of smoke from exhaust while running.
This vehicle came from Manheim Auction, 145 Auction Lane, Stateville, NC. I called and talked to a lady there and she told me it was delivered from another auction house and all they did was change the oil and basic wash to take pictures.
My wife and I are so disappointed in Vroom. I read all the bad reviews but was assured that we would receive a great vehicle with no issues. We were misled and this wasted our time and money to purchase and trade ours in.
We are hereby requesting the money wired back to our bank that we took out a loan immediately!
A stop and desist be placed on our trade, 2017 Mazda CX5 since it has not been picked up yet.
I want all delivery fees and down payment returned to me ASAP since the vehicle was misrepresented.
I am requesting an additional 250.00 from Vroom for wasting our time, traveling back and forth to the bank, Fedex, Bank Wire Fees, etc. This is a fair request since Vroom was not honest with us and not in good faith.
Update:
We were finally reimbursed a week after vehicle was picked up minus my 250.00 request for wasted time. Vroom has been revoked from the BBB so beware this company continues to fail, stocks are decreasing because of poor service and faulty vehicles.