Shared with us...
On this page, we will share actual customer complaints and Vroom’s responses to their complaints.
The first complaint we will share is ours and the motivation for creating VroomComplaintsUSA.com.
After spending almost a year looking for the perfect car, we thought we found it at Vroom. Our complaint follows as well as Vroom's response to our complaint.
Ghosted by Vroom! My complaint with Vroom.
We purchased our vehicle from Vroom on 8/5/2022.
At the time, we were told delivery of the vehicle would be typically 14 days from when payment is received. Our loan/deposit was all completed on 8/5.
We spoke to someone on 8/12 that told us the car was in PA. We just called again yesterday and were told that the vehicle hasn't gotten to PA yet and it is usually another 5 days or so after it reaches PA for delivery.
When we purchased the car, we told our rep that we would NOT be available for delivery for a 4-day period and were assured we would get the car well before then and if not, we would have a few days' wiggle room. Attempted to reach out via email to our sales rep - who was very responsive up until the purchase was complete, but now she won't answer anything!
At this point, we are going to report the car as stolen, maybe that will get a response.
Vroom responded Publicly on 8/16/2022
"Hi - thank you for your feedback. We are disappointed to hear that your experience with us has not been a positive one, and we apologize for the communication challenges you have faced. We'd like to obtain more details about your particular situation so that we may look into this further. Please send us an email at: [email protected] with your contact info (email and phone number) so that we can assist you. Thank you,
-Susan from Vroom
After emailing [email protected] this is the email we received.
We're writing to let you know that the group you tried to contact (feedback) may not exist, or you may not have permission to post messages to the group.
A few more details on why you weren't able to post:
* You might have spelled or formatted the group name incorrectly.
The owner of the group may have removed this group. You may need to join the group before receiving permission to post. This group may not be open to posting.
If you have questions related to this or any other Google Group, visit the Help Center at https://support.google.com/a/vroom.com/bin/topic.py?topic=25838.
Thanks,
vroom.com admins
DJF
Our Vroom Nightmare Continues...
After finally getting through to Vroom and a customer service representative (CSR) that had an actual clue on August 20th, we were informed that our vehicle's physical location was at ADESA in York, PA., and would be shipped after our blackout dates.
That same CSR told us the vehicle that we purchased on August 5th had been at Vroom's Atlanta Hub from August 9th - 17th with no further explanation other than Vroom had begun an investigation. He said that our vehicle would be delivered to us after August 26th and it was delivered on the 27th at 3 pm.
We purchased the vehicle with 10056 miles and when it arrived at our doorstep/ driveway it had 10214 miles and all four tires had dry rot. At that point, we took photos and had the 3rd party deliverer provide his information as well as agree to become a witness to the vehicle's current mileage.
At this point, we declined delivery, due to these factors. An extra 5 miles would have been tolerable but an extra 158 miles is ridiculous, and replacing four new tires would also have cost us another $3K.
We will continue to update our story with our next update on how difficult it is to get our refund from Vroom. Unfortunately, we have little confidence this will be a smooth process but stay tuned because we plan to share the process with all visiting us at VroomComplaintsUSA.com.
DJF
