I‘ve purchased over a dozen used vehicles from various dealerships and websites over the years. So when it came time to upgrade my reliable Honda Civic, I decided to give the online retailer Vroom a shot to see if the convenience factor outweighed the risks of buying a car sight unseen. After countless hours researching inventory and poring through reviews, I finally settled on a 2018 Toyota RAV4 delivered in under a week. While mostly smooth, there were a few hiccups along the journey. Here’s my first-hand experience using Vroom to buy a used vehicle online.
Overview of Vroom‘s Online Used Car Buying Process
Founded in 2013, Vroom aimed to disrupt the traditional auto sales model by allowing customers to purchase vehicles entirely on their website or mobile app. Without ever visiting a store, you can:
- Search extensive inventory with pricing, photos, videos and Vehicle History Reports
- Get personalized financing quotes for pre-approval
- Complete all paperwork digitally with e-signatures
- Coordinate concierge delivery in as little as 2 days
Selling your old vehicle is equally streamlined – just enter your VIN, mileage and condition for an instant value appraisal. Vroom handles arranging pickup once you accept their quote.
Used Car Retail Trends: Why Vroom is Gaining Popularity
- Used car sales hit over $90 billion in 2021, up 10% from 2020 according to Edmunds
- The pandemic accelerated adoption of contactless online car buying
- Younger generations prefer conducting research and transactions digitally
- A Cox Automotive Study found 71% of Millenials want the car buying process available completely online
- Inventory shortages increased demand for online used car retailers like Vroom and Carvana
While the traditional dealership model still owns majority market share, online-only sellers saw 40-50% sales growth over 2020 – a trend expected to continue rising over the next five years according to Business Wire.
However, buying a vehicle without ever seeing it comes with risks – so I closely compared Vroom‘s offerings and policies to other leading options before selecting them for my purchase.
Vroom vs. Major Competitors: How Do They Compare?
| Retailer | Avg Rating | Return Period | Avg Pricing | Inventory Size | Delivery Time |
|---|---|---|---|---|---|
| Vroom | 2.7/5 | 7 days | $$ | 8K+ vehicles | 1 week avg |
| Carvana | 3.4/5 | 7 days | $$$ | 15K vehicles | 1 week avg |
| Carmax | 4/5 | n/a | $$ | Low inventory | n/a |
| Local dealers | n/a | No national return policy | $-$$$$ | Varies greatly | Immediate |
Pros of Buying From Vroom
- Enormous selection: Over 8,000 used vehicles from makes ranging from Porsche to Toyota
- Super convenient: Skip visiting dealerships and haggling pricing in person
- Transparent pricing: Upfront list prices shown online without negotiation
- Smoother financing: Pre-approval process delivers quotes from multiple lenders
- Low Pressure: Take your time reviewing options without a pushy sales person
- Shipping included: Concierge delivery right to your door (or other address)
Cons to Consider
- No test drives: Unable to take vehicles on drives before purchasing
- Condition variability: Online listings don‘t always accurately reflect wear and tear
- Mediocre ratings: Numerous complaints around delivery, pricing, mechanical issues
- Return headaches: Getting refunds for unsatisfactory vehicles involves effort
I weighed the above pros and cons carefully before deciding the convenience and selection advantages were worth the compromises. However, Vroom‘s mixed reputation did make me slightly apprehensive clicking that purchase button.
What Customers Are Saying in Online Reviews
Independent review sites paint a very mixed picture of Vroom, echoing similar praise for convenience alongside consistent complaints:
- Consumer Affairs – 2.5 stars after >1,000 Verified Reviews
- 89% enjoy avoiding dealerships
- 72% had issues with vehicle condition
- 63% faced problems getting dissatisfaction refunds approved
- SiteJabber – 2 stars
- 33% had delivery delays or coordination issues
- 47% described challenges reaching customer service
- 15% had mechanical problems with cars shortly after delivery
Review aggregator RevDex shows the most common grievances revolve around:
- Delivery timing/logistics issues
- Spotty vehicle condition disclosures
- Mechanical problems requiring repairs
- Difficulty returning cars within 7 days
However, positive reviews shared they had seamless experiences finding the perfect car delivered in under 72 hours.
As a bargain shopper, I decided to roll the dice despite the risks highlighted above. Here’s how everything played out…
My Buying Journey Step-By-Step
After deciding to upgrade from my paid-off Civic to an SUV with more cargo room, I followed the below timeline while using Vroom to purchase a used 2018 Toyota RAV4.
Day 1:
- Researched Vroom vs. competitors using comparison sites like MotorBiscuit and KelleyBlueBook.
- Browsed models meeting my budget and needs on Vroom’s website. Filtered by 4-cylinder engine, AWD, mileage under 70K.
- Found six RAV4 options; compared CarFax reports and virtual walkarounds closely looking for defects.
- Selected my top choice base on condition disclosures and equipment options.
- Completed pre-approval application detailing income, employment history and consented to soft credit check pulling 700+ score.
- Received financing quotes from Wells Fargo, CapitalOne and other lenders with average 9.5% APR across 48-60 month terms.
- Placed refundable $500 deposit towards my desired 2018 RAV4 with 66K miles listed at $18,995.
Day 4:
- Received delivery confirmation for the upcoming Saturday along with concierge contact info.
- Downloaded purchase paperwork including financing contracts, registration forms etc and e-signed docs.
- Charged remaining balances owed split across new auto loan, counting days towards the 7 day return period.
Day 5:
- RAV4 arrived dirty but otherwise intact; took extensive photo evidence focused on any wear for records.
- Took the SUV on 20+ mile test drive and had trusted mechanic conduct vehicle inspection – passed with flying colors outside of minor tear on passenger seat.
Day 7:
- Reported interior seat damage to Vroom Support seeking partial reimbursement – provided dated photos showing issue was pre-existing.
- Received $250 refund after some polite escalation through management checkpoints.
Outside of that minor defect, the buying process went smoothly. Over the next year I encountered no mechanical or maintenance issues, and was quite happy with my RAV4 purchase relative to the $3K+ savings vs. buying from a physical dealership with higher overhead baked into pricing.
Key Steps To Safely Buy A Used Car Online
Follow my tips below for getting the best deal while mitigating risks buying used cars online:
Research Retailers Extensively First
- Google “[company] reviews” and read both positive and critical feedback
- Check BBB profiles for volume of closed complaints
- Search gripe sites like PissedConsumer for common issues
Vet Inventory Diligently Before Purchase
- Review CarFax or AutoCheck history reports closely
- Watch walkaround videos and scrutinize photos for damage
- Research common problems with that make/model/year
Inspect Promptly Upon Delivery Before Accepting Vehicle
- Give car a test drive checking controls and features
- Have a certified mechanic complete vehicle inspection for issues
- Document any defects thoroughly before return period expires
Weigh Options Beyond Vroom
- Compare Carvana and AutoTrader inventory/pricing/policies
- Don’t limit yourself to one site – cast a wide inventory net
- Sites like Autotempest let you search local dealer listings nationwide
Final Thoughts – Is Buying From Vroom Worth It?
At the end of the day, Vroom delivers outstanding convenience car shopping for introverts. If test drives give you anxiety and you dread tense pricing negotiations, buying online can save hours of frustration.
However, to make it work you must vet inventory rigorously, get vehicles inspected promptly, and carefully document condition in case you need to request refunds or partial reimbursements. Have realistic expectations around pricing and condition disclosures as well.
For savvy shoppers comfortable asserting their consumer rights, sites like Vroom provide exceptional selection and speed balanced against mediocre transparency around issues. As with any major purchase, caveat emptor!
I‘m happy to chat more or answer questions in comments below about my firsthand used car buying experience with Vroom!
