I’ve been looking at buying a new car and, in Mid-November, I found the perfect car on www.vroom.com! It fit all of the items I was looking for: make, model, miles, price, and it even already had a hitch on it!
Perfect. I registered myself on the site and was able to get the car reserved. The salesman asked me to send in some documents, which I promptly did to keep the process moving. I was hoping to have the car within 2 weeks, which was right where they say is the longest you should have to wait for a vehicle to be delivered. After sending the documents in via their online chat system, I received the message “we are good to go brother!”. Yipee! Per their FAQ, I should receive the actual contracts within 3 days.
Then the problems began. Day 2.5, I sent a message asking for the status. Crickets. Day 3 I both emailed and send a chat message asking for my salesperson to call me. Nothing. So, I called and sat on hold for nearly 40 minutes to see what the status is. I finally got a person who stated I still needed to send in one more document. They said they’d send me a link to allow me to upload the document to them within 24 hours. More than 24 hours went by and no link.
The status on their “Hub” still says that all documents have been turned in and that they are working on the contracts. Time for me to call and just cancel the whole deal. After sitting on hold for a while (now that I’ve determined which phone number on their site actually works), I explained the situation and they canceled my order. I was told I’d get an email right away summarizing our conversation and then another email within 72 hours saying what I need to do to get my deposit back. I received the first email…it asks for me to confirm my address and when I’d be available for them to pick the car up from me. Say what?
I responded to that email making sure they knew I did not have the car. Still no response from them.
After a couple of weeks, especially with the Thanksgiving holiday mixed in, I gave up with trying to get a hold of Vroom to get my deposit back.
On 12/13, I had a weird phone call. My assumption is that someone else purchased the Subaru I was looking at. I received a call from a shipping company asking to verify my address and to make sure I’d be home later today. The address they had me verify was a few states over from where I’m at and I definitely did not purchase the car.
Long story short, I’d never recommend www.vroom.com to anyone. If anyone from Vroom reads this, you have my contact information…
The good news – I did find a dealer that was nearby who had an even better car and gave me for for my trade-in than what Vroom was offering!
