Complaint Review: VROOM

We had a mixed experience with vroom.

We purchased 2 vehicles in August 2020. The F150, financed thru my pre approval with Capital One...no problems at all. We received the plates and financing was a go from day one. We did not have the vehicles delivered as we live close enough to pick them up locally at the facility near Houston. The second vehicle, a 2017 Kia...nice car..I really like it....problems with paperwork as soon as we drove away. This car was financed with Santander...I wanted to go through Capital One on both vehicles but Vroom did not allow me to do that. With the pre approval..there was enough for both cars. Anyhow, no big deal.. we went with their recommendation of Santander. UGH.

Both vehicles were clean, no problems visually or mechanical at all.

About two weeks after buying the Kia I receive a phone call and email from Frank.,the credit guy..saying he used the wrong stationery for the loan..it needed the vroom name on it not auto direct...so he sent me new papers to sign via docusign. He said that’s why we hadn’t received info on our account or from Santander yet. 

I started really getting concerned mid to late September as our temp tags expired in October and still no plates or payment info. 

I called vroom multiple times with little to no response. Mid October I’m told Santander needs more info to fund the loan. This was 2 months after we took possession of the Kia. I was not happy but emailed the requested info. We were given another set of temp paper plates but they were only good for thirty days ... we are getting into November at this point. 

Meanwhile, I’m concerned after all this time no info from Santander. I called Vroom and some guy,,have no idea who..said not to worry I should be happy to drive the car for free.

My issue is I wanted this taken care of, did not want them to come back and say oh well you now owe all these missed payments...especially since it’s all out of my control. 

I called Santander.. the only record they have of me or the Kia loan is they submitted the contract back to vroom for required info with no response. I’m assuming that was the document request in October.

So mid November I blew it off, stopped worrying and figured they would call eventually. I really had no choice with zero responsiveness from Vroom.

January 6, 2021 I receive an email that I must call them immediately that I am in default, lol. What a joke. I called and the credit manager loser said they financing never went through and they had to apply for new financing. 

I told him NO..with a few other choice words.

This is the  BRIEF version of the story.

I’ve decided to let them pick up the car and be done. It’s crazy.

Everyone that has had similar or worse experiences I’m so sorry.

We all deserve a huge apology and acknowledgement that VROOM is at fault NOT the customers!!!