We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Used Car Dealers

Vroom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

This business has 6 alerts

Read all 6 alerts

Complaints

This profile includes complaints for Vroom's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Vroom has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Vroom

      12053 Southwest Fwy Stafford, TX 77477-2305

    • VROOM

      2615 W Interstate 20 Grand Prairie, TX 75052-3825

    • Vroom

      15227 N 87th St Ste 105 Scottsdale, AZ 85260

    • Vroom.com

      1375 Broadway Fl 11 New York, NY 10018-7001

    Customer Complaints Summary

    • 416 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchase a vehicle cash along with a platinum protection plan and they are refusing to pay the service bill I’m full after having the dealership to break down the entire engine for them to only repair bare minimum!

    • Initial Complaint

      Date:03/24/2025

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm told I have 4 points on my driver's license and nobody will tell me how it happened. I always get some lame excuse how their systems are down and will be for hours.

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was in auto accident on November 13 th my vehicle was towed and still there no one from ****** **** will contact me

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a vehicle 8 months ago from Vroom. Fast forward to today, when trying to trade in the vehicle, I was advised that the mileage reported to the *** was lowered than the initial mileage when it was sold to me. I was able to pull the initial car fax on the vehicle and it shows that the mileage was indeed lowered than what I brought it for, which is considered odometer fraud. Vroom is unable to be contacted and these issues need to be resolved as soon as possible.

    • Initial Complaint

      Date:08/19/2024

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      When i purchased my 2018 *** ***** from Vroom on July 3 2021
      I paid a 15,000.00 down payment. the 15k is not mentioned in my contract. I would like my deposit refunded. vroom has now been shut down and is not allowed to sell cars anymore effective January 2024

    • Initial Complaint

      Date:06/19/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was approved and purchased a 2015 **** Explorer from Vroom. They delivered my vehicle and then tried to say funding was not secured due to them not turning in my paper work. They were supposed to come get he car, never did. Then all of a sudden they figured out financing. Through the process, they said they took care of my tags being re-registered to the explorer from my car I traded in to them, but after 3 years they were not and I have had to deal with that, they keep saying they did their part, but I just went to get the sticker to renew and found out they have NOT registered them or sent in the title so I can register the vehicle, so I have no tags registered to my car and can't drive the vehicle. They were supposed to refund me and come get the car and did not do that, and I have been paying payments on a car I can't drive now or cant trade in even for a new vehicle because of them not registering it to me.

    • Initial Complaint

      Date:05/24/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a car from vroom. Valued w interest at ***** for six years within the first year and is minths i only have put 390 miles on car in October of 2023,car stoped running needing 1000 to get it back still will kit pass emissions testing due to problem from day one but it took the car push start to find problems that were preexisting. The records in this car are missing from march of 2022,it had ***** mile at ***** I reviewed car now its need about four thousand dollars to repair on top of I pay 813 for car 450 insurance and I only receive social security and a government annuity it totals 3800 a month I spend roughly 3100 every month no way to save the money to fix a car that should have been repaired before I received it

    • Initial Complaint

      Date:05/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a *** **** EV+ from Vroom which was going out of business, but I proceeded with the delivery since they said they still had to honor the contract. During delivery it was put in the shop due to the battery issue during inspection. I was told that it was resolved and they delivered the car. Once I received the car 3 days later I had to file a claim because the battery was not operating at full capacity. I took it to ****** ***** *** to have it evaluated and almost did not make it to them because the battery turtled and slowed down and battery lost charge within 15 mins. The dealership has now had the car for 88 days with a tech line case on the battery because they do not know how to fix the issue. Vroom ensured that since I opened the case within the 7 days that if I wanted to return the vehicle I could and that if the issue was not covered by dealership to send the info to vroom because of warranty. When I contacted vroom again when waiting on a resolution form dealership, I was told they were closing the case because they spoke to the dealership and was told that the issue would be covered u see warranty. I expressed that I would rather return the vehicle and I was told then that they would not be able to take a return because they were closing and because the dealership said it would be covered. This is outrageous because I was told the return would be honered because I opened the case in 7 days. The car issue is still unresolved. Im paying a car note for a vehicle I dont have and they have no resolution to fix. The car is literally a lemon. Ive been in a rental and dont know what to do at this point.

    • Initial Complaint

      Date:05/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After a 23 day delivery wait, Vroom delivered my vehicle around Christmas and the holiday time (so there was not much available time to assess the vehicle properly). I began to notice issues about 2 weeks after the car was delivered and reached out to Vroom in regards to these issues. Since it was after the 7 day ***** ******* their team suggested going through the 90 day warranty. I checked back shortly after for another follow up and came to find out that Vroom has halted all online sales and there is no way to contact someone from their customer service team anymore.Up until this week (4 months after purchase of vehicle) I have been driving the car and things seemed to get a little better but out of nowhere the clutch slipped and now I am facing a $3,300 charge from **** to get it replaced. The additional warranty would not cover a clutch system anyways but as per my attached screenshots, I mentioned issues with the car not shifting into gear (a clutch issue) and a burning smell from time to time (also a clutch issue).A standard clutch should not be needing a replacement when the car only has ****** miles on it unless the person driving the car abused the clutch and drove poorly. Given I have enough experience driving manual vehicles, outside of diagnostics, it is easy to suggest that the previous owner may have abused the car but that Vroom would have sold it to me with these issues potentially at ******* many cases, the dealership would be willing to help with this problem but Vroom seems to have gone off the radar.I understand the limitations between the warranty and 7 day ***** period but selling someone a car with a bad clutch is so unethical.

    • Initial Complaint

      Date:04/19/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Never received title. Paid my loan off early and was told that I would receive my title within 2 weeks. Never got title. Called back 3-4 weeks later and was told title was sent and must have been lost, and that they would send me a lien release. 4 weeks later and no release. Called back a third time and was told they would expedite my lien release. Its been 3 weeks and still havent received it.

      Business Response

      Date: 04/22/2024

      Hello Mr. ********************************** is the dealership that sold you the vehicle; we do not hold the lien for the vehicle. The contracted lienholder for your purchase was *********************************, N.A (*****). If you are entitled to a lien-free title (the lien has been paid in full), please contact ***** to request the title be released to you. If you already received a paid in full letter or lien release from ****** you can also submit that letter to *** to request a replacement title be issued to you directly. Vroom is unable to assist in this matter, as we do not hold the title or lien for the vehicle.

      We wish you all the best!

      Thank you,

      ***** *.

      Vroom Executive Services

    Vroom is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.