Worst buying experience in over 30 years of buying cars. They fail at all levels of the business process. Once they get the check don't ever expect to hear back from them. Was told I would get a call regarding delivery within a time frame, didnt happen. Had to ride them to get date. Date changed four times, with the last one I threaten don't bother if it wasn't delivered. Got car and it had major leaks in the roof. Vroom said they'd pay and take car to dealership to get fixed. First portion fixed but when the dealership did water testing other portions were leaking as well. Vroom wanted to file claim against insurance they provide. Claim denied. Vroom then wanted to buy parts themselves to save over dealer costs. Said parts would come in 4-5 days then be shipped to dealer. Again, time came and went. Had to send emails every hour on the hour until someone responded that guess what??? If you guessed parts werent coming, then you guessed correctly. Now its going to be another couple days before the arrive in Texas before they ship to dealership for repairs. Not holding my breath. Were now into 3 weeks the cars been at the dealership. Vroom received the check on 1/9/2020 and Ive only had the car in my possession for 4 days total. Now Ive had to pay my first months payment and still no car. I may get it the car back by the end of February, if I'm lucky. Steer clear as far as possible from this company. As a side note: I have access to corporate information on Dunn & Bradstreet regarding Vroom's financials. Apparently, Vroom isn't very good at paying their bills so they apparently screw everyone over. You've been warned.
Review by Zaphod Lana4 months ago
My nightmare started on trying get car delivered!! Showed up 130am!!!! In my town 20 mins from my house so had get wife up also to go pickup car!! Was filthy! Been riding 500 miles on rear of truck pulling a trailer. Driver barley spoke English!! Upon daylight inspection I seen three large scratches that has been touch up painted!! One on roof measuring about 8" . Came with one key so I bought another key that costed $230 bucks!! We'll decide keep car cause your 3 days return thing goes by so fast u do t have time decide. Well now 5 weeks and my temporary runs out in week. So I called vroom and three attempts got ahold someone who told me my title was damaged and they had order new one!! This delays me getting another temporary tag for car and also was told I live in Tennessee but I have go my insurance office and raise my insurance policy to meet Texas standards or I will not get another temporary tag!! So after 35 minutes explaining to my insurance office what was going on they can't change just one my vehicles to higher policy and all three my cars had be raised!! Then I wait 3 days for it go into effect, go by insurance again and have tack pictures send in email to vroom and I got call them back see they got it the vroom person said. WHEre is HASSLE Free CAR Buying they advertise on web page??!!!!! I'm going to bbb next file complaint on them also!! Stay away and go to car lot please!!!! Thier nice when your on phone buying but then headache starts!!!
Review by Basika4 months ago
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 .
Review by Jekin5 months ago
First time car buyer. In December 2019, my family and I began the process of purchasing a car through Vroom. After having applied with different people for the best APR, we were assured by Terry in Sales that the simplest approval and purchase of the car would be to apply with my mom. Our credit was pulled, documents signed, and the car being delivered. It was mid-delivery on December 28th, when we received a call that Vroom required proof of income for the Co-Borrower. We sent the information that day. No response back. We were assured that the requiring the proof income was not to delay the delivery and Everything was in order. December 31st, We receive the car. There were already a couple things being of concern such as rust on the exhaust,Lipping on the brakes, and The infotainment system being unresponsive to Apple car play. We informed Vroom and began working on resolving the concerns. In such time we received a call from Vroom on January 4th that the Proof of Employment was required. On the 6th, we returned Vrooms call with the information required, having it noted on file. We were Assured that the car was Ours (Being Told Our first Payment was due on Feb2nd), that everything was handled, and not to worry about the non-response from our Loaning Bank by the given advice of the Vroom support agent as he used the same bank. We Never heard a response back. January 14th, Anxious on the response from either Vroom or the Bank, I contacted the Bank in regards to the status of application. I was informed by THE BANK the was application was denied because Neither of the Two documents they requested from Vroom were not submitted to them, requiring the bank to "Send the Application Back". I call Vroom in panic as We Did our diligence in submitting what was asked and Vroom informed us that it was showing the Car "Sold" repeating I had my payment date set and all was in order. Forwarded to a supervisor I was informed that I would receive a call back the next day from the gentleman handling my financial application. Come the 17th, I hear no response yet. Nearing the end of day, I call vroom. Informed by the Customer Support agent, he was understanding of the situation and said to expect a call on the 18th (next day) but Everything was "Good" on Vrooms end.
FINALLY, I get a call back the next day as I was told. We are then informed that "Unfortunately, the Bank returned your application" and we were resubmit it for approval requiring a pull of my credit and families credit. Asked on why, they said the Bank was unable to receive all the required documents. Both the Proof of income and Proof of employment. I asked if and when did Vroom receive the documents. They confirmed they received them on the 28th and 6th. The application was returned on the 13th from the bank for not receiving either of those documents from Vroom. The Financial support agent was unable to clarify why Vroom was unable to send the documents but was assured I was not a fault and that he was just as "confused" on why.
He gave me my options of resubmitting the application, re-pulling my score in hopes of being approved. Unfortunately I reapplied through the Bank and due to the recent numerous hard inquiries that affected my score drastically when trying to get the car in the first place, I was denied. I informed Vroom that it would only hurt me and friends/family to pull our score again to then be denied. He informed me that Vroom would proceed with a Buyback Process... The Car Was Never Funded in the first place.
He then told me I would receive a call on Monday, January 20th by the Buyback department. Assuring me that my deposit wouldn't be affected.
Come Monday, January 20th. I receive call from a Jessica L, Customer Returns Manager . Unfortunately, given the timing of the call I was driving asking if I may call back when I get home. She informed me she is busy and would be unable to answer. I understood and preferred given the matter, to give Jessica my full attention by calling back when I got home. After our phone call, she sent a email on the timeline and overview of Vroom's return policy. It stated I would be charged ONE DOLLAR per mile after 250mi's. I anxiously call vroom in 3-4 times in attempt to be Connected to Jessica to explain and help me understand why I would be penalized for a clear mistake of Vroom not submitting documents and ONLY telling me there were problems now when In All, I should not have received the Car,Been told "Everything is Okay", "I own the car" and allowing me to be under such impression utilize the car PAST 7 days return and accrue milage as If It Was Own Vehicle . I was unable to go to work Monday as I drive to clients and accrue 125mi a day.
I got in touch Vroom Customer Support that night and they informed she "just left for the day" . I asked for it to noted I called and asked for a return call in the morning.
Today January 21st. jessica calls me back. Informed me that I no matter the cause, I was to pay for the full cost of mileage and the delivery fee. Expressing the situation to why she continued to state it wouldnt matter, that Vrooms policy stated in which I signed a contract. .
My first time buying car. My preference on wanting to experience the "no dealership hassle" lead me to Vroom. Against advice from friends and family that Vroom was a scheme in its own I continued with them. They delivered the car, Informed Me there was Nothing to worry about, That I began my payments on the 2nd of February. Due such mistake on Vrooms part and after So Many times checking in to Only Act act on my do diligence, having contacted The Bank directly, skipping the middle man...I find myself being told Im at fault and penalized for Paperwork they did not forward.
I cannot say its been my worst experience in purchasing car as it is my First. I can say it was mistake and hope express to other the dangers with Using Vroom.
Bring told by the Customer Support/Delivery support/Financial support staff that they were sorry,"couldnt imagine what I was going through", "would do something but not their department"....but when it mattered, Vroom didnt care.
Vroom should have never delivered the car until the car was properly funded nor continue to assure me my purchase was "complete" after nearly a month after receiving the car . In reality it was not funded at all. It wasnt until two days after I informed vroom of my call with with bank that this matter came to light. How long and how much more would it have cost me should I have left it in Vrooms hands to manage...
Review by Schilston5 months ago
The process of buying the car was the only thing that went well - with the exception of them needing payment within 24 hours of the agreement. If you need to arrange financing - that can't happen. When i received the car - i had to immediately put air in one of the tires. It turned out that the tire had a leak and would need to be replaced. Once i washed the car - i discovered several deep scratches on the 2019 care with 10k miles. I raised this issue with Vroom and their position was that this was normal wear and tear. I also noticed that the front wheel covers had been taken off and not replaced properly. Net / Net - they agreed to pay for new tires but wouldn't do anything else about the rest of the damages. Now i'm fighting to get the title done correctly (need a paper title in my state - which is not their standard).
I might have saved a little money on the transaction - but i'll never to business with these guys again.
Review by Nathini Gemignani6 months ago
UPDATE 01/16/2020: Don't let their canned responses to reviews like this fool you! They called me to say there is NOTHING they are willing to do. This car has clearly been in an accident in the rear, and Vroom refuses to remedy the issue! If you are looking to purchase a car online, I highly suggest one that calls out ALL of the damage on the car! If Vroom wants to step up and do the right thing, I will update this review.
***I Will let Vroom respond and I will provide updates if they choose to take car of the HORRIBLE repair job that was done previously on the car (2018 Audi S3 @14k miles)****
While the first purchase in Vroom happened in 2018 and was an overall decent experience, my second purchase in late 2019 was a terrible experience. First off, the sales portion of the transaction was fine. After I decided on the car and purchased it, everything went downhill.
This was terrible. There was 0 communication from the purchase on when the car was going to be delivered. After about 2 weeks of waiting, I received a call and email stating the car was coming the very next day. The morning of the next day (Friday) I received a call saying the car was being delayed until Saturday. Later on Friday, I received yet another call stating the car was in fact going to be there Friday night. This is difficult when you work for a living, especially if you have a life outside of buying cars.
When it was delivered, the car came FILTHY!!! It literally looked like it was a flood damaged car. The car was delivered in the Midwest, and there was no way to get the car washed as all car washes were closed due to the weather. On top of this, the car came with summer tires only (not stated anywhere).
When you receive a car that you cannot see any damage, and you cant even drive it, it is difficult to commit to keeping it. However, I warmed up my garage over the next few days and tried to clean it up to check for damage/paint.
I found many poorly repaired spots on the car with some dents. I contacted Vroom within the 7 Days and they agreed to repair what I did find - however, it was like pulling teeth!! While the car was in the shop and undriveable for the first 3 weeks I owned it, I could not look it over more. When the car came back from the shop, they pointed out the rear bumper was one of the worst hack jobs they have seen! Mind you, this was a $36k Audi, next to "new" Audi that I couldn't actually look over properly because of the condition the car came in.
Once the reimbursed the body shop for the repairs they initially agreed to, I contacted them about the rear bumper. Vroom has not returned my calls/emails. They have CHECKED OUT. After repeated attempts, they have not returned my emails/calls.
Overall, I like the car, but damage was not disclosed (they tout "Clean Car Fax"!! what a JOKE!!). Not only was the damage not disclosed, there was no way for me to see the damage when delivered!
I want the rear bumper repaired by a professional, not the spray-paint Vroom used to take low-res pictures on their site.
I will update this review if Vroom decides to do the right thing, and repair the damage not disclosed for a repeat customer.
Review by Bruriah6 months ago
Broom gave me a very high trade in estimate for my truck, much higher than all the local dealers. I filled out all the necessary forms and picked out the vehicle I would be trading for. I received an email stating a rep would be calling me within the hour, 2 days later and no calls or emails. I will take that as a sign!
Review by HeloBar6 months ago
Bought a 2018 Cadillac XT5 from Varoom found out after the 7 day 250 mile review. Aluminum wheels on the car had been cosmetically repaired with bondo and painted. Of course no help from Varoom so I am out the cost of another set of rims. I will never buy a car I can not inspect before purchasing.
Review by Cbraman6 months ago
Buyer Beware! Company will give you a broken vehicle and will not make it right! I purchased a 2016 Mercedes GL450 back in November. Sales rep was fantastic and whole transaction was seamless. I received the vehicle quickly in about 7 days. I was told vehicle took a little bit to arrive because they do a "deep inspection". When I received the vehicle though the windshield wiper fluid wouldn't come out, I had no floor mats, and the car tires were misaligned so vehicle was shaking when going over 60 mph. I called with the issues of floor mats and windshield wiper fluid and was told they would fix issues. They told me I needed to go to a repair shop and get an estimate so they could reimburse me. So I had to take time out of my schedule to do this, but figured whatever I will just get it done. Long story short after getting the repairs done they claim they can't send me check because it was too long before I took it in because apparently I needed to drop everything because they missed something so simple through their "deep inspection". Anyway I've made numerous phone calls to them and haven't gotten issues resolved and it's been close to 8 weeks. Complete scam of a company.
Review by WSTraveller6 months ago
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.
Review by Mariagrace7 months ago
Please read reviews before considering this dealership. Awful customer service. Thankfully my purchase fell through after they had me livid for days.
Review by Balubhai7 months ago
I just received a 2019 Audi with the check engine light on and the gear lever not moving. They are not willing to fix the issue and will not refund the $499.00 delivery fee. Buyer be ware apparently you need more than a phone and a finger.
Review by Auscha7 months ago
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.
Review by Cmp7 months ago
My name is Ashley Murariu, when i first began looking at vrooms website it seemed like the website was a great way to buy my first car. i picked up the phone and called a sales rep. his name was Devon. Devon helped me buy a 2013 Mercedes Benz c-class. After speaking with Devon the contract came in just a few short days and the car came soon after, but this is where the problems started, i signed the paper for the vehicle, got into the car and the engine light was on! i had to drive the car to my local Mercedes dealership where they did not want to give me any information about the vehicle and why the engine light was on. Later i found out that Mercedes-Benz never recalled the vehicle and Vroom has sold it to me with the engine light on and everything. I immediately began calling Vroom customer service numbers and i spoke to Chelsea Rice. Chelsea said she'd send over all the information to my loaner about the new vehicle i wanted to swap out with the Mercedes - Benz. Well this process took almost a month, i waited and waited and never heard anything from anyone working at Vroom and every time i called they kept telling me that i needed to be patient and that they needed to wait for the bank. Finally after almost a month of not being able to drive the Mercedes- Benz and not having a car at all to drive i finally received a call from someone named Patrick. Patrick took down all my information AGAIN about the vehicle that i wanted to swap for and after many weeks of waiting, Christmas day i received the vehicle. I was reassured by Patrick that everything would be sent to my loaner and everything would be updated and setup for my payment and i thought the worries were going to finally stop. although i just received a call from the bank i am financing the vehicle with and they asked me for my monthly payment on my MERCEDES- BENZ C CLASS!!! i am now currently fighting with Vroom and everyone on the phone because every person is telling me that my loaner has received the new contract but my bank has said that they didn't. Clearly someone doesn't know how to their job.
Vroom has done nothing but ruin my first experience at buying my very own car. Every single person i've talked to did not help me at all and they don't do their jobs nor try and help their customers. please if you're thinking about buying a car from Vroom, DON'T DO IT !! save yourself the stress and headache. Vroom is not a good car dealership!
Review by Dharujan7 months ago
VROOM has a chat service that is useless. Kept responding to every question to go to their website. QX80 was listed in Charlotte and I asked where it was.
No response from Charanda G. for a while then again only response was go to website. Wonder what would happen if you bought from VROOM and had an issue? Go to website? No human contact offered? Probably just stuck with a $40K plus vehicle to deal with local dealer. Might as when buy from local dealer for a few more dollars. Poor service!
Review by BusyEms8 months ago
Dent on door and bad brakes on a $28,000 vehicle really? Recondition your vehicles properly like you advertise ,and give as much customer service after the sale as you say you do. Once you sign paperwork all lines of communications close with them.
Review by Thelina8 months ago
Got an offer on my trade in email, of course the email link they sent didn't work to start the process. Set up account with them was not able to apply my trade to the sale. Called the number and they said they would transfer to Sales on hold 5:29 and finally hung up. Nobody has contacted me in 4 days. Use Carvanna they web site is much easier to use.
Review by NonReturningCustomer Golemac8 months ago
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.
Review by Tyretta Rhein8 months ago
Absolute worst experience I have ever had with any company. Don't have the car I'm paying for, and continue to receive no estimate on when it may be shipped, but I still have to make payments. This has been going on for far too long. I regret going through Vroom. Total scam that I am paying lots of money for.
Review by Fornøyd8 months ago
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.
Review by Eolande8 months ago
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.
I've been up all evening browsing through their website trying to decide which vehicle i want. Then, just when i was about to pull the trigger, i had an intuition to check out their reviews. Boy am I glad I did. Not doing business with them.
Review by Sozoma Ridgefield9 months ago
Everything went exactly as Vroom told me. I accepted their offer for my car I wanted to sell. I followed all of their instructions, I mailed them the title and the keys and within a week their was a flatbed trailer out in front of my house to pick it up! Then 24 hours later I received a check in the mail. I would recommend Vroom if you want a quick sale of your car.
Review by Sawand Raika9 months ago
I bought a 2019 RAV4, as I was impressed with the quality assurance that was narrated on the website. While the process is flawless and smooth, the product was below-par. Apart from very minor scratches (used car), the vehicle had mechanical issues. Day 1, I was asked by Vroom to take it to an authorized dealer. As in, who buys a car for $40K and requires mechanical assistance within the first 24 hours.
On top of that, I am yet to win the argument that the delivery fee of $450 shouldn't be charged to me as the vehicle has quality issues.
So let's see - I am a big fan of online, but this was a dampener. I guess we are a little far away from excellence on this account.
Review by Tanur9 months ago
Buyers beware. You are basically buying used vehicles from auction houses. This means you are buying a bunch of problems. Why do you think they only offer a 7 day guarantee? Have troubles with the car afterwards, it won't be covered by a 90 day whatever the heck service warranty they offer'. I had to have a wheel balance due to my wheel shaking a month after my purchase. I was told my rims were out of round' -aka bent, new brake pads were added on top of bad rotors and cheap tires put on. Oh, but vroom did pay for the $46 wheel balance after I called and emailed them several times with complaints. Now, not even 2 months in, a bad crank case vent/oil separator (part of the engine)-at the tune of $1300. Of course, this is not covered by the factory warranty because it expired one month before I made the purchase. Sami the "vroom supervisor" had a chip on her shoulder and told us exactly what she was trained to say...only 7 days...only 7 days. Maybe buy better vehicles and prepare them correctly for your customers so we don't have these type of exponential surprises, issues, and repair costs. Thanks Vroom, for this continued terrible customer experience. If you would like to make this better, cover the cost for this repair with your service warranty'.