It’s the question I wanted to know before I bought from them, and if you’re looking to purchase a car, the question you want an answer: Is Vroom legit? While it’s true they are an actual company that trades on the NASDAQ under VRM, their service is about as awful as it gets, but only after you buy.
Vroom First Impressions
Vroom does a great job on the sales side of things. They have a wide selection of vehicles and they’re all priced aggressively. A few dealers we looked at couldn’t even compete in price.
If you create an account they go as far to give you a follow-up call to help. If you call into their sales department, a real person answers in record time. They do know how to make a first impression for sure. After numerous web searches on the term “is vroom legit” seeing nothing of substance, we decided to buy, and that’s when things started to get weird. I would also find out why there were no negative comments online.
The Vroom Buying Process
I’ll try to keep this as detailed, and fair as possible. After all, you’re looking to find out is Vroom legit? And you don’t care about bias or objective BS. Here is my full experience.
The $500 Deposit
As soon as you express interest in a car and make a $500 deposit via any major credit card, they will hold the car you were interested in, giving you time to make your purchase and complete paperwork. I asked a few clarifying questions and gave my ok to move forward.
The Vroom contract
The next step is when they send you an extremely lengthy contract with only 24 hours to review, sign, and send them money. In our case, because we paid cash we had to send them a cashier’s check or wire transfer. Unlike a credit card, you can’t cancel these or dispute these, so we were a bit nervous.
The most concerning thing in the contract is a lack of clarity on responsibility of failure in delivery.
“Vroom is not liable for any failure or delay in delivering the Vehicle toVroom Contract. Page 3 of 6
you where such delay is due, in whole or in part, to any cause beyond our control or without our fault or negligence, including, without limitation, acts of God, civil commotion, strikes, terrorism, illegal acts of third parties, or government demands or restrictions.”
Taking this up with their legal department and amending the contract, they accepted our changes and we sent the cash. This was the moment I got a bit nervous and asked myself the question you want answered: is Vroom legit? What if they just don’t send a car?
How does Vroom ship cars?
Vroom advertisers they will drop off your car right in your driveway, but that’s not the full story.
Three days after we sent the money and paperwork, we heard from Vroom that our car would be shipping, arriving on August 18th. Then we got a call on August 9th, that it would arrive the next day! Shocked, but ok with the new timeline, we confirmed. They said the delivery service would follow up the day of delivery.
When the delivery service did follow up, things got weird. The service asked where my dealership was. I almost responded they had the wrong number, but because I was expecting a call from Vroom I asked if this was about a Vroom car. It was—I still have no idea why they thought I was a dealership, but the gentleman informed me their driver would arrive between 7p – 10p at night.
The Vroom Problems Set In
At 9:30p I got a call from the driver who spoke no English, trying to explain where he was. I had no idea what he wanted me to do, or if he was lost. Finally, he spelled out the name of a truck stop/gas station, asking me to come to him. I told him he needed to drop the car off at our house and he refused. Finally, he texted me his GPS location via Google Maps and I tracked him to a gas station 1/4 mile from my house.
Fortunately my wife was home and was able to take me to the truck stop at nearly 10pm at night. Relieved to see our car, we figured our Vroom experience was finally complete. We were wrong.
Car Vibrations, Bad Tires & Missing Features
Our first problem was immediately obvious, the car vibrated on slow speeds. It was a 2017 Volvo S60 Inscription Platinum but it rode like a rusty 1985 Ford truck on a gravel road. The problem intensified when we took it on the highway.
After taking it into the local Volvo dealership they confirmed the problem using their Road Force Balancer. The tires registered at 15, 47, 68, and 72. They informed me no tire should exceed 20 and determined the tires were defective and unsafe to drive on. They also noticed a slight bend in the right rear wheel. But that wasn’t all, they also informed us the car did not have the blind spot monitoring system (BLIS) they promised. Interestingly, I asked about all these issues ahead of time.
Vroom’s Service After The Sale
Problems happen and I understand that, but two weeks after the problem was first reported the issue still wasn’t addressed and to make matters worse, every call into Vroom service takes a minimum of 20 minutes to answer. Several times it took over 1 hour. (Sales still picks up quickly, but they won’t help you with service.) Is Vroom Legit from a service standpoint? No.
Ana, Tekima, and Frenchie at Vroom assured me they would take care of the issues and were pleasant, but not helpful. Then the games started. At first, they ignored the Volvo Dealer’s Road Test Balance instead focusing on tread depth—declining the repair request. After I pointed out their error, they said they’d look at it again and apologized.
Asking For The Dealer To Send Documentation
After repeated calls almost daily, waiting on hold for countless hours, they asked for the Volvo dealer to send a letter to them explaining the issues. They did and there was no response. Finally after continuing to call them, one representative told me they were not going to help. The defective tires, bent rim, and lack of BLIS, were our problem now.
How I Beat Vroom
After being turned down, I decided it was time to flex my rights. I informed them they misrepresented the vehicle, and I couldn’t in good conscience not tell anyone else, giving them poor reviews. I also said I’d have to file complaints with the AG offices in Iowa (where we lived) New York (where their headquarter are) and Texas (where they ship the cars.)
I also said I’d be reaching out to their CEO, Paul Hennessy on his LinkedIn profile. No response from him, and no response from Vroom.
Only after beginning to post negative reviews and reply to some of their public tweets, did I finally hear back from a man named Michael and Jimmy Gloff almost 1 month of constant calling. They wanted to compensate us for the cost of the damages. But more drama would follow. So is Vroom legit? Read on.
To Get A Check, I’d Have To Sign An NDA
Vroom informed me, in order for them to make the issue right, I’d need to sign a NDA contract first, promising to not speak about, post on social or write about my experience. If I signed the document, then they would fix our problem. Imagine that—just to get what we paid for, we’d have to sign a gag order!
This explains why it’s difficult to find anything negative on Vroom. They hold your own money over your head to keep you quiet about their lack of organization.
I told Jimmy this was the worst possible solution and I would not be signing the contract and he finally agreed to send the check anyway. Truthfully, Jimmy and Michael were the only folks in the entire company that were a redeeming factor.
Is Vroom Legit?
Is Vroom legit? Not yet. They have a ways to go in my opinion. I thought long and hard whether to write this, and I decided you deserve to know. But because this was probably the worst company I’ve ever worked with, I decided you should know. Not everyone has the time, patience, and killer instinct I do.
I love the idea of online car buying disrupting the lazy dealership model. I think it will promote better deals in the long run and I hope Vroom turns around before they hit a dead end.
Editors Note: I’ve done my very best to be truthful about this entire scenario to the best of my ability because people want to answer the question, is Vroom legit. I wish Vroom and their employees the very best, but people need to be aware this is happening.