Vroom - Get It Delivered Nationwide

I process vehicle purchases and sales for my company and over the last several years have processed probably over a thousand vehicles. In the last 5 months I've bought 65 vehicles from 17 different dealerships in 7 different states. Of all the dealers I've dealt with Vroom is the absolute worst one. My Vroom experience is much to long to type here but I will say that I will never buy from Vroom again. Bought a vehicle from them 4 months ago and to this day still do not have completed paperwork or title. Oh they sure took my payment promptly and easily enough but everything else has been like pulling teeth. I reached out to customer service about 12 or 13 times so far via email and phone. All the reps have been unsure, uninformed and not helpful. Some of the people are nice, but they are extremely ignorant of what to do so I have not been able to get help. I'm amazed at how bad my experience was.

I wanted to leave a good review as my experience started off good but it got worse as time went on and i’ll explain my reasons. As I said, I had a good experience while working with the car specialist, her name was Kenisha Shields and she was very quick to respond, easy to communicate and ask questions, kind and helped me through the whole process of purchasing the car. It took a few days as some papers and ID had to be sent back and forth but she would call and check in so that part was great. The car took about 2 weeks to ship over which was a little longer than I thought but no big deal and the delivery guy was also nice and easy to communicate with. It was actually after I got my car that I started to have some regrets / get frustrated. The car wasnt detailed and was pretty dirty and smelled like cigarettes when I was told the car would be detailed when I got it and the smell to this day still isn’t completely gone. There was also a broken clip on the sideskirt so it was slightly popping out and this was not highlighted when purchasing the car so I called customer service asking if I could get it fixed and reimbursed and all they did was put a claim in and I was never contacted back at all. It also would of been nice if I could get it detailed and reimbursed but that wasnt too much of a big deal for me. The new issue thats been frustrating has been trying to get my tags. My temporary tags expire in a week and my plates and registration still havent arrived and im not sure if they were even sent to the DMV or not so I called customer service asking for temporary tags and they said they would send an email and my temporary tags to me shortly and I didnt get any email back at all and still dont have extended temp tags. I tried emailing someone in the registration team and no response back either. The customer service / communication was honestly the worst part other than when I was purchasing it. If someone could please reach out to me to help with these issues it would be greatly appreciated.

VROOM ROBBED ME OF $2,150.57. I purchased a 2016 Ford F150 through vroom. I got a loan through USAA to purchase the truck. USAA provided me with a dealer funding request form that vroom fills out. Vroom fills out exactly how much money the truck is going to cost to purchase after fees, taxes, etc. Vroom asked USAA to provide them $35,000. Well in all the documents it says that after all the extra fees, the truck only costed $32,849.43. After a month of receiving my truck and making payments I realized that Vroom was still sitting on my $2,150.57. I contacted vroom telling them the situation but their customer support team reassured me that this was not a mistake and I did not deserve to get my money back. After an hour phone call going through the fees they realized I was supposed to get my money back. The agent says he opened up a case a someone from the refund department will contact me in 48-72 hours. 3 days go by and I hear nothing. I call back and they give me the same run around, saying someone will contact me in 24/48/72 hours. After 2 weeks I call back again and say that an agent has finally been assigned to the case and they'll be reaching out that same day to discuss repayment. I did not receive any calls that day. After 3 weeks I call again and the agent says my case has been closed. I had not received any payment at this time still and they have to reopen the case and then proceeds to tell me that the case had been assigned to the wrong person. It has now been 4 weeks and I have still not gotten my money back. I believe vroom is hoping that they'll wait me out and eventually this will go away and they get to keep my money. No one in customer support will give you a straight answer, they will not connect you to the supposed "agent" working on your case or anyone higher up. It has gotten to the point where I now have gotten a lawyer and will have to sue vroom to get my money back. DO NOT PURCHASE THROUGH VROOM, SAVE THE HEADACHE.

Service and coordination was easy, fast and convenient, I never had to negotiate with anyone or leave my home. I'm not a car person and I always feel like I am about to be taken advantage of but this was perfect and I got a very fair value for my truck.

They don’t deserve any stars at all. The service is nice while they try to sell you the car but once you pay it’s a whole different game. No one answers your questions correctly and when you call them out on it they are like oh yeah I meant to say that. The promised me a full tank of gas when it was delivered and I got it with the empty light on. They only gave me one key and say that’s all they carry. That all their cars have one key. Who in the xxxx sells a car with one key. Then they made me pay for the smog check where I’m from the seller ALWAYS pays for that. On top of that they want a vin verification done. Like they don’t know what xxxx car they sent me. (None of these rules are disclosed when buying the vehicle.) Good luck trying to get a hold of a manager. They all say there are no managers. So this place runs a business with no way to contact a manager. I asked for a transfer, a number, even an email and nothing. They don’t care. People Beware of doing business with them. I regret my purchase with them. I will never buy a car online again. Especially with Vroom. At least at a dealership I can talk or call someone.

Friendly staff but they clearly do not have the tools to succeed. I purchased my car in February and still do not have my registration complete and no one can give me an update on when it will be completed. I was told they will get me a rental because my temp tag expired but enterprise refused to give me the rental unless I put down my credit card because Vroom owes them millions.

I don't know how this process (and that's what it is, a PROCESS) is easier than going to a dealership. A process that takes a few hours at a dealership takes (as quoted) 3 weeks. Also I was informed that I'd have to ship documents back and forth, that doesn't happen at a dealership! Vroom also pads the sale price with "fees" they just call the "delivery charges" I don't understand how so many people think this is a good idea.

Car buying process was good but after that it is the worst experience. Purchased the car in February and still waiting for registration to be done. Every time I call they give me a different answer. 3rd temp tag is expired and apparently they cant issue me 4th tag now. Car is sitting in garage and cant even drive it. The customer service people have no clue what's going on.

I was hoping to leave a good review because we like the car and it arrived with only a few hiccups (requests for paperwork that were already provided). However, after having the 'check engine light' come on, we found out how useless the warranty is, as well as the towing service (they denied the claim for the repair, and we would have had to pay $44 to have our car towed to the nearest garage). When our title didn't arrive after 4 weeks (an email from Vroom shortly after purchase told us to be patient because it may take up to 4 weeks--if only!), I began calling to find out where our paperwork was. I have called over 12 times, during which time I have been needlessly put on hold, lied to, and told time and again the problem would be resolved in 24/48/72 hours. The temporary tags on the car ran out on 5/8/22 and we have no way of renewing them (Vroom claims that they can't provide temp tags because TX is suing them for their terrible sales practices). The customer has absolutely no recourse. The customer service people will not connect you with anyone higher up, or the person who is supposedly working on your case. My account/transaction history on their website was moved to 'Completed' even though I haven't received the title. I have brought this up with them several times, asking it to be moved back to 'Active Transactions', because: 1) that is where Vroom emails tell you to go to check the status of your paperwork arriving, and 2) I believe lazy or over-burdened case workers move customer accounts to 'Completed', so it looks like they are getting the job done. So now we have an over $13000 lawn ornament. Horrible, horrible company.

While the Vroom transaction started out great, after that it fell to pieces. No documents with the DMV were filed until after 6 weeks. Had to request an extension on the temporary tags. Still no title for this vehicle as it was paid in full. Customer service reps are nice, but have VERY limited capacity and only state they are "emailing supervisor" for "escalation". Have spent over 5 hours trying to get a concrete answer. In fact, Vroom lied about the vehicle paperwork stating it had been sent to DMV three weeks ago when this process was not even started AT ALL! While the concept is great, I would not recommend as you are truly at their mercy and no one seems to care.