Used Car Purchased Online From Vroom Goes Horribly Wrong

In the beginning, the process was okay, not great but not awful. Then quickly, it turned absolutely awful, and now... it's just inexcusable and downright unproffesional.

I have been waiting for this car for 2 months... I put my deposit, my down payment, filled out all neccessary paperwork, and I have been calling almost every single day for an update and no one has answers. One of the delivery specialists said to me, VERBATUM, "I'm sorry but I don't have any answers for you and I don't see you getting any answers anytime soon, so you need to decide if you want to continue on, or cancel, if so, i'll transfer you over to someone who can unwind this all for you."

I keep receiving emails that I'm told are automatic and to ignore because they have everything from me that they need.

I received a call today from the delivery company that has my car asking IF I STILL WANTED THE CAR BECAUSE VROOM ISN'T RESPONDING TO THEM AND THEY HAVE BEEN CALLING AND TRYING TO CONTACT THEM ABOUT HOW THEY NEED STUFF FROM MY INSURANCE. (I've sent my insurance stuff at least 9 times now) The delivery company has been wondering why the car has just been sitting there for so long with no response from anyone.

Multiple specialists at Vroom have told me they are "escalating this to logistics and someone will get in contact with me within 24 hours." They have told me this every day for 3-4 weeks now.

So now, I am paying car payments and insurance for the car I have that they are supposed to buy from me, AND the car I've bought from them... Multiple staff said I will be reimbursed for these payments, but the fact this is even happening is MIND BLOWING.

I am so beyond infuriated with this company, I cannot stay calm and nice anymore. Lawyer is contacted and the Better Business Bureau and I will continue to find other ways for Vroom to take this seriously because STILL no one can tell me anything.

Awful awful company, I wouldn't recommend ANYONE working with them ever.

My boyfriend purchased a 2017 Porsche Cayenne from Vroom around May 27th. No issues with financing or delivery. When he received it, it smelled like smoke and Vroom failed to disclose that info. However the biggest issue is they have yet to send him his permanent license plate. The first time his temp tags expired he called them and Vroom said they never received his paperwork for insurance. Now this in July, 2 days before the temp tags to expire. They emailed him a 30 day temp tag that we had to print off and they promised to send him permanent plates within 2 weeks. It never happened. Now it’s August 15th, still no permanent plate and he’s now on temp tag #3 which will expires Sept. 3rd and still nothing from Vroom, and their customer service for the most part has been rude and incompetent and inconsistent. We live in NC and will be filing a complaint with NC DMV this following Monday as well as the BBB. They really need to lose their Dealers license or be on suspension until they get it together. Wake and Mecklenberg counties here in NC has already suspended Carvana from selling until January 2022 due to titling issues so the same thing needs to happen with Vroom. This makes no sense.

Well the selling & buying wasn't bad but the amount of time it takes for the process of actually receiving the cars sucks. I'm past the contract financing it's the waiting game for delivery that needs to be revamped. They expect me to not put over 250 miles on the selling vehicle but it's gonna take from start to finish about a month. Yeah good luck with that it's my only vehicle so I'm limited to be able to do much of anything until new vehicle shows up. I've always said I wouldn't buy a vehicle like this & now here I am lesson learned I'll go back to traditional buying from car dealership.

I purchased my 2015 Tesla Model S 85D from Vroom in December of 2020. I traded my 2012 BMW 750i and made a 10k deposit on my new purchase. My car was delivered approximately 30 days later as promised however every month I waited for my registration and plates. Initially I was told that I would receive my registration in 2 to 3 weeks but that wasn't the case. Every 30 days for 4 months I received a temporary registration out of Texas.

However in April, I was advised that I was no longer eligible for a temporary registration tag. I asked the Vroom representative why and they explained that Texas only gives 4 temporary tags. I asked the representative about my registration and I was advised that this matter would have to be escalated to the senior registration team. To my knowledge, I thought my issue was being escalated however I called back a few days later and learned that no one had been assigned to my registration and title issue.

So everyday I made it a point to call Vroom and sit on the line waiting for someone who can help me with my vehicles registration. Often times I was told by their tier (1) representatives that they could only put notes in from the call and refer me to the tier 2 senior representatives. Often times, I would get transferred to the tier 2 representative where I would sit on hold for hours before someone picks up on the line. In most cases the tier 2 representative would disconnect without saying a word, starting the whole wait process all over again.

After approximately 2 weeks of calling and leaving messages, someone from the tier 2 senior registration team told me that that Vroom does not have my vehicles title hence the reason for the registration delay. I ask how long will it take for Vroom to get the title and they could not give me an answer.

Since I have not been able to drive my vehicle, I asked Vroom to provide me with a rental car. I explained to the Vroom representative that I have health issues which require frequent hospital visits. I further told the representative that I can not drive the Tesla I purchased because the registration was expired and I feared being pulled over. I further explained to the Vroom representative that I had already been pulled over for expired registration and given a warning to not to drive my car until the registration is completed. After 2 weeks of persistent calling, a rental car was approved. I was not advised by the tier 2 representative how long the rental car was rented for.

So (2) months later August 23, 2021 and 8 months after purchasing my 2015 Tesla Model S 85D, I still don't have registration and surprisingly, I decided to call Vroom today 08/23/2021 for an update on my vehicle's title and registration. As usual I go through the series of long hold times and classic disconnects when an representative picks up the line and hangs up. About the 3rd hour into waiting to speak to someone, I was advised that my rental car is due back today however my registration and title have not been complete.

This isnt shocking at this point because Im passed being pissed. I pay $800 a month on a car that I can't drive!!!! I'm actively seeking counsel to assist in this matter because this doesn't make any sense. When I ask the Vroom representative for a supervisor or manager number I've been told that they don't have a number for a manager. They can only place notes on a call and escalate via email. It appears that Vroom is in the business of deception and smoking mirrors. No matter how many times I call... my issue falls on deaf ears.

VROOM is awful. They are like dealing with a 3rd world, banana republic bureaucracy in which no one knows what is going on or even cares. Everytime I call with an issue, I literally get a completely different answer. My car never got registered in my state, its still registered in TX after 6 months. Run away from Vroom!

This sounds so familiar. Crickets should be the name of this company. Basically I purchased a corvette on September 1st and now on the 28th, they have not picked up my trade in. Basically now I have two car notes to pay . I have multiple phone calls to them with the same sad story that they are so sorry that no one is contacted you and they will shortly. Crickets of course!!!!! This is the worse experience ever. Now they are saying the driver had a break down and they will call later. Vrooms rep says there's nothing he can do. I am going to try to return the corvette and just go to a dealer now. Tired of the lies

Here is my story: I signed the documents, gave them a $500 deposit, and sent them the dealer funding request on September 6th. They delivered the car on Sept. 15th, no problem. I even got the car checked at a mechanic and it looks great. Fast forward 10 days later, and I realize the auto loan I got pre-approved for with my own bank still says pending. I call them and it turns out my bank never received the dealer funding request! Vroom left me a car after $500 and didn't even submit a funding request for the rest? But my loan terms expire September 29th! I started calling them every day trying to get them to submit the funding request and all I can get is "It's at the highest priority, we've submitted it to the funding department". No they don't have any updates they can get me, it's a "back office", so they can't call them either. How does an internal office not have a contact number?? I'm just gonna keep calling every day, I'm not sure what else to do. The customer service representative said they don't have anything they or I can do, I just have to wait. This is insane. Why did they give me the car if they didn't take my funding? Did I just get a $24k car for $500? This is seriously starting to sound like a Ponzi scheme. I would just tell them to take the car back and say "whatever", but I need a car and really don't want to re-apply for another car loan. We'll see if it's worth it...

I'm going through some of the same issues with Vroom right now. It horrible how they conduct business. I have a car I can't even register in my home state because Vroom has not sent me the title for a car that is paid for in full. I NEED HELP NOW!!! Does anyone know of a lawyer that can help me??? I would NEVER recommend Vroom to anyone wanting to buy a car online.

I'm trying to buy a car from them for over 6 weeks now and every time something goes wrong.
They lost my papework, I had to send the chippy of driver license and insurance 4 times, they couldn't find my wired transfer money and have the worse constumer service.
I was dealing with the salesman Anthony and once he belive he closed the deal he never answer my calls or call back.
My recommending, avid the headache and never freak with this crappy company.
On top of that I just saw that they're charging services that I didn't request and still don't have a delivery date for my car.

I’m also experiencing a nightmare situation. This is the absolute worst experience I’ve ever been through in my life. More stress than I ever imagined and it’s affected my mental health! Vehicle was finally delivered 10/30, after over a month of utter incompetence on their end. They took my trade-in, I paid them the additional down payment the first week of September when I promptly sent them everything else they needed for this purchase, and just made my second car payment on the new car. I’ve sent them proof of insurance FOUR TIMES. My temporary tag of course expired and I had. I choice but to put my old tag on the car, which is technically illegal, just so I can drive the car. I’ve called and emailed Vroom every single day trying to get resolution. Technically this car is not mine until it’s titles to me. I’m sick over this! I really wish I’d have read all the reviews prior to purchasing through Vroom. I honestly can’t believe they can get away with how they operate. I need a lawyer at this point I think. This has been an absolutely awful experience every step of the way. Shame on Vroom for doing this to people! They need to get their shit together for real. I just pray I can get the title/tag transferred soon. I’m beyond distraught.

I purchased a car from Vroom in April 2021. It was delivered at the end of April and I was told the lo and registration would take 3 to 4 months as CA DMV was back logged. At the 4 month point so called CA DMV and was told they had no record of my vehicle! They informed me that I needed to contact the dealership to have them send my information to them. I haven’t been able to get any answers, I’ve called dozens of times, no one calls me back, I’m on hold for hours, if I do get a live person they inform me that they can’t get anyone to answer the phone for them either! I’m on my 3rd temporary tag which expired last month! I’m a few months away from having my car for a year! They take your money and don’t care about their customers after that! I’m so frustrated!

Vroom is the absolute worst company ever. Wanted a stress free car purchase and had anything but. Vroom constantly lost documents, even the ones that were uploaded and confirmed received they lost- 9x they lost a piece of the paperwork...including the payment. They lost the Fed-ex and uploaded documents and the docusign's . Always blaming the other companies- even with signatures confirmed that they received.

I had an issue from the start. I put a deposit down on a car, filled out all of their paperwork and didn't hear back for 4 days because the Sales guy(Mathew L) was out of the office. I called and complained and his manager Michael left a voicemail stating his guy was leaving me messages on his "off" days and that was a lie as I never heard from him while he was OOO. When he returned he called and left me a voice mail. Ever time I called him back he was never able to talk therefore communicated via email. No apologies whatsoever. We proceeded with the transaction until he stated that they do not work with my bank and I need to use one of their lenders. I said no..I have 2% interest rate and he proceeded to state that he was going to put the car back online for sale and he would put a request in for my refund of $249.00 but no guarantees. Come to find out, they decided to keep my deposit and his communication to me via email is that they don't work with my lender therefore they decided to keep the deposit. I should have trusted my gut feeling from the start as I have used Carvana and other dealerships for home delivery in the past it all went very smooth. Vroom is a shady Motel 6 kind of company...please beware. The sales process is extremely flawed and shady.

On January 23, 2022, my Jeep was delivered. I loved it! I was so happy to finally have it sitting in my garage, and to have my freedom back again. I had it looked over and drove it quite a distance trying to make sure everything was working properly prior to Vrooms 7-days return policy expiring. Two weeks later, I started hearing a noise coming from the differential area. I made an appointment with a Jeep dealer to have my new Jeep looked at. There, they told me that Vroom delivered the Jeep to me with two different brands of tires, two of one kind on the front, and two of another kind on the back – same size, different brands. This caused different rotation speeds between the front and back tires, causing damage to the transfer case, differential, and rear axle. Unfortunately, I am not a mechanic and didn’t know the tires were not matched or that this was going to cause such horrible issues, or even to look for it. They quoted me $5499.68 for repairs, which included new tires because the tires MUST match. The mechanic was genuinely concerned for my safety and stated that it was extremely dangerous for me to be driving the car that way, and that I was lucky nothing had happened on the road. They called on the 90-day warranty, but my claim was denied because it was the mismatched tires that caused the damage. This I do not understand, but VroomCare (SafeGuard) stated that Vroom (the seller) was responsible for the repairs due to how the damage occurred. When I bought the car and read the warranty, I was under the impression that “the seller will cover 100%” of any issues for the first 90 days, so I was flabbergasted that I was in this situation. I tried many times to talk to Vroom Customer Service Department and had a claim started at some point, but nothing was ever done. The service man at Adamson’s also called Vroom Customer Service and could not believe that he couldn’t talk to someone, get a response back from Vroom, or get this taken care of for me. Neither the repair shop nor I EVER received a return call from Vroom Customer Care. The one time I was transferred to Customer Service Department, I spoke with a woman who was obviously annoyed that I was questioning her and stated in an extremely nasty tone, “Well, ma’am, you’re just going to have to pay for it, your seven-day warranty has expired!”. Also, since the different brands of tires caused the issue, the 60,000-mile powertrain warranty through Jeep is not going to cover the damage. I have a bad feeling Jeep will not be honoring this warranty from this point on, so I also lost that coverage for the next 13,000 miles. My Jeep I received one month ago is sitting in my garage unrepaired. I have no vehicle. DISGUSTING!!!!

I purchased a Toyota Tacoma from Vroom 6 months ago and still have not received my tag. Keep getting the run around, long hold times on the phone etc.... I am in GA. and went to check on the registration and was told that the truck is still in the original owner name. I'm very frustrated at this point.

How can Vroom continue to do busy ripping people off and no one is stopping them?
My daughter and Son in Law just bought a car through them and have been screwed as they got a car loan. Now Vroom cannot produce the title for the car so it can be registered. Vroom is not answering there calls. Now they are without a car but have to pay the car loan as the bank isn't responsible for this. What is Vroom going to do take the car back and sell it to someone else and screw them as they can't produce the title. I cannot believe the law is not investigating them and shutting them down.

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