Vroom Customer Service Issues

I bought a car from Vroom in December and got it in the middle of that month. The total price covered my state sales tax, registration expenses, and license plate delivery. As it's almost April, I still haven't received my license plates, title, or registration. Despite sending my insurance info multiple times, including once directly from my reliable local agency, I keep getting promises of receiving the plates within two weeks. I've contacted Vroom and their third-party registration service in my state several times. I'm now using my third temporary plate, and it looks like I will need a fourth one soon since the current one expires on April 18. I doubt they will act on this anytime soon.

The car was delivered on 8/13/[redacted], but I have yet to receive the final signed documents from all parties. I only have a preview copy that I printed out. Still waiting on TN Tags and registration. There seems to be a lack of communication between departments, leading to constant requests for additional documents and claims of unreadable scans. Even after my insurance agent sent a PDF of the declaration page, I have not received any updates. Two Temporary TX tags were sent, which are not valid in TN where I reside. I am eager to resolve these issues and have sought legal advice. I am frustrated by the lack of communication and updates and am hoping for a resolution soon. Would appreciate: 1) Final signed documents, 2) expedited TN tags and registration, 3) regular updates on progress, and 4) contact information for upper management for direct assistance.

Please provide me with an update on the payment received so I can proceed with getting the car. I am paying interest on a vehicle I don't yet have as I haven't received any updates on my purchase. I completed all the necessary paperwork and sent the full payment 10 days ago. Additionally, the person I was liaising with during the contract phase is no longer responding to phone calls or voicemails. It would be greatly appreciated if you could get in touch with me to provide the current status of my purchase. Kindly update my profile and also send me the delivery link. Thank you. **Jacob Hoerner**

Hello Rayeann, this is Lindsey Hull. I'm seeking an update on the status of our [redacted] Dodge Charger order with Shaun Arntz. It's been over a month since we made our down payment, and the lack of communication and progress is disappointing. As we've stated before, time is of the essence for us. Despite Vroom's promise of an easy car buying process, our experience has been far from it. I kindly request a prompt response or phone call from you today. I'd like to discuss how we can move forward and expedite the delivery of the car. Your attention to this matter is greatly appreciated. Thank you, Lindsey Hull

I placed an order for a car with Vroom on March 23, paid a $[redacted] deposit to secure it, and also had to buy insurance for $[redacted]. Despite the promised delivery date of April 10 passing ten days ago, I've canceled the order three days ago and am now waiting for my refund. However, after calling daily since the 11th, I've received false information and been put on hold repeatedly. I have emails confirming the delivery of the car, which hasn't actually happened. Concerned by numerous negative reviews, I fear Vroom might attempt to deliver a low-quality vehicle or withhold my deposit.

Subject: Quality Concerns Dear Vroom Customer Support, I Ahan Hunter, would like to express my disappointment with the vehicle I received. I appreciate that Vroom has agreed to assist with this matter. Thank you. Sincerely, A.H. Subject: Follow-Up Thank you for the update. A.H. Subject: Final Attempt to Resolve Dear Vroom, USAA informed me that they have been trying to contact your organization to finalize the sale process but haven't received any response. They need information to proceed. Please get in touch with them as they consider this their final attempt to address the issue. Thank you in advance, A.H.

Hello, my name is Raul Valdez. I am seeking assistance or programs that could help me finance an auto loan. I have been recovering from COVID-19 for the past 6 weeks and am currently unemployed. I have applied for unemployment benefits but have not received any assistance. I have 7 pending payments that I haven't been able to process, despite my efforts to reach out to the necessary parties. Last week, my [redacted] Dodge Charger Daytona was repossessed. I have come to an agreement with the bank to pay off my debt of $[redacted], which includes 2 monthly payments and repossession fees. Thankfully, I have been cleared to return to work next week in construction, with a weekly income of $[redacted] and a monthly income of $[redacted] after taxes. I am struggling to purchase a new vehicle with the repossession affecting my credit. I am hoping for assistance or special programs from lenders to facilitate the process. Thank you in advance for any help or guidance. -Raul G. V.

Regarding Our Recent Vehicle Purchase: We traded our paid-off [redacted] Jeep Cherokee for a [redacted] Ford Explorer, providing the title at the time. We have yet to receive proper payment from Vroom, as our vehicle was appraised for more than the cost of the [redacted] Ford Explorer. Additionally, we have not obtained the title for the [redacted] Ford Explorer, rendering it undrivable without plates. Despite sending all required documents to Vroom, there has been a significant delay. We were informed of a temporary tag that was never provided, leaving us without transportation for almost two months. We request prompt resolution by issuing the owed payment of approximately $[redacted], sending the title within the next week, and providing a temporary tag immediately. A further compensation of $[redacted] is expected for the inconvenience caused. Your swift attention to these matters is appreciated. Thank you. Samantha & Michael Shaner

I have had an ongoing issue with Vroom since June 1st. Unfortunately, their Sales department has proven to be as unreliable as typical car dealers, hiding behind phone conversations. From the start, I have faced constant misinformation. Today, on July 15th, I am without a car despite them processing the loan, which is now finalized and I am expected to make payments for a vehicle that is still not in my possession. Furthermore, they were supposed to handle a trade-in that remains unresolved. I have been shuffled between different departments and employees, only to discover a lack of competency. When they choose not to assist, they simply transfer me elsewhere. Currently, I find myself in a situation where I am financially committed to a car I do not have. I am seeking advice on how to either obtain the vehicle or cancel all transactions.

I had difficulties hearing the person I spoke with on the phone today. Despite not being able to retrieve my phone number, they managed to find my information using the VIN. I bought a [redacted] Toyota Yaris from Vroom a few years back. Currently, I am searching for a specific part that my local Toyota dealer cannot locate - a left rear wheel bearing in the rear wheel hub assembly. I was wondering if Vroom could assist me in locating this part. Here is the VIN number: VNKKTUD33FA015615. Thank you, Dan Ayers.

I am seeking assistance regarding the delay in receiving my permanent tags from Vroom. It has been almost three months since I bought my vehicle from them. Despite numerous calls per week, all they do is add notes to escalate the issue. I have received three different case numbers with no resolution, only a vague email mentioning a VIN mismatch on my trade-in which could lead to repossession by my lien holder due to missing information. Strangely, my trade-in has been fully paid off for five years with no existing lien. Vroom possesses all the required original titling documentation for my trade but seems confused about the issue. I am currently using my second set of temporary tags, expiring in a week. My state's DMV has no record of the purchased vehicle's VIN, and Vroom's explanation about a third-party vendor causing delays contradicts my understanding. Despite offering to handle the registration myself, Vroom insists on doing it. My state mandates a state inspection, which is also due to expire. This process is frustrating, unclear, and unproductive. I request urgent attention from Vroom's higher management through a phone call to resolve this matter promptly. If necessary, I will escalate this to my state's Attorney General and involve my legal representative.

I made a deposit, signed a contract, and sent a down payment to Vroom. They changed the contract, raised the car price, and we cancelled. They promised a full refund via email, and a refund check arrived via FedEx. When I deposited the check, it bounced. Despite contacting Vroom immediately and being told a new check would be sent, nothing has arrived. Repeated calls led to no progress and just requests to wait 48-72 hours. This happened on August 13, [redacted], and my money has not been returned. I am frustrated with Vroom's poor service and feel scammed.

Good afternoon, I recently completed a car transaction with VROOM that has caused stress and disappointment. The paperwork, including the Vroom Payoff verification, was signed on 7/23/[redacted], but the payoff check was not received by the bank until 9/7. This delay negatively impacted our credit. We are requesting a letter to be sent to the credit bureau to rectify the situation. The lack of communication about the payment delay has caused significant financial hardship and credit damage. Additionally, the registration for the new vehicle we purchased is still pending, leading to the suspension of our plates. We are eager to resolve these issues promptly. For assistance, please email us at [redacted] or reach us at [redacted] (Shelley), [redacted] (Kevin), or [redacted] (home number) as soon as possible. Thank you, S. Mulverhill

Vroom collected my truck on 10-21-[redacted] but I have not received payment nor has my loan been settled yet. I did not receive a bill of lading either. Despite my initial expectations of a smooth process with Vroom to avoid lengthy phone calls, I have spent over eight hours on calls concerning this matter. Vroom stresses punctuality but seems to have disregarded it post-truck pickup when it comes to completing payments promptly. It appears they prioritize customers' obligations over their own. With Vroom possessing both my truck and the money, the situation feels challenging. I'm requesting my credit union loan be settled before my next payment is due, and for my payment. - Scott S. [redacted]

On July 7th, I made a payment for a [redacted] Audi S4 with a delivery date of Aug 4th. Unfortunately, there was no delivery or communication about the car. The representatives were uninformed about the loan payments, leading me to pay for a car I never received. I decided to cancel the order on Sep 22nd after facing issues with insurance and loan payments, receiving late notices from Chase. It was challenging to get responses within the promised time frame and I'm feeling frustrated. I have made numerous calls but have not received satisfactory assistance. Kindly refund the amount I have invested in this transaction, as I no longer wish to continue dealing with this situation.

I placed a hold on a car with a $49 fee. After conducting a credit check, it's been more than three days without any communication via phone or email. Despite my numerous attempts to inquire about the purchase status, I either get disconnected or placed on hold indefinitely. Finally, when I spoke to someone briefly, they mentioned an issue with my account without providing details. Subsequently, I was placed on hold again without any further information. I urgently require assistance as I am concerned about losing the car I have chosen.

I recently completed the paperwork to sell my car to Vroom. I sent back the required documents over two weeks ago but haven't received any updates since. I am unsure of when they plan to pick up my car or when I can expect payment. Unfortunately, I have been unable to reach a real person for assistance as the chat support was not helpful, and waiting on hold for hours over the phone has been unsuccessful. This whole process has been frustrating, and at this point, I just hope to get my Certificate of Title returned promptly.

I bought a car from Vroom in November [redacted]. The vehicle came with temporary plates, valid until January 1, [redacted], due to ongoing registration. I contacted their customer service, and an agent mentioned missing information in the file. Despite not receiving any post-delivery communication, I called and waited for 45 minutes with no luck reaching the registration department for a callback.

I bought a vehicle from Vroom, and it was delivered on November 14. The temporary tags expired on January 8, and despite requesting a new one multiple times, I have not received it yet. I am unable to drive the vehicle as I am now paying for it, and I can't register it because I don't have a copy of the title. I have been calling weekly since November and still haven't received the required documents.

I have received four scheduled pick-up times in the last five days, but no one has arrived to collect the vehicle. I have been contacting Montway Automotive Freight over the weekend to get updates on the missed pick-ups, but it has been challenging to get information. My conversation with VROOM customer service was unproductive due to the difficulty in understanding the accents of the representatives. I did receive a case number, CASE #[redacted]5, but there has been no follow-up from anyone.