Online car dealer ‘Vroom’ leaves customers in limbo

LEXINGTON, Ky. (LEX18) – Kentucky customers of online car dealership “Vroom” are furious with the company after they encountered a host of issues and struggled to join the business.

Vroom allows users to buy and sell cars online. Larry Martin decided to give it a try.

“I wanted a new car. And I searched online 200 miles around Lexington and no dealership had what I wanted,” Martin said. “Vroom had exactly what I wanted.”

He got the car he bought in February. The car he traded in was picked up by the company a week later, and Martin says he thought nothing of it.

Martin says he was told he would receive a check within 3-4 business days. When your car has been picked up, Vroom’s website says “they will process payment and send a check within 2-3 business days via overnight courier.”

It’s now three months later and they’re still on the hook for nearly $23,000 of Martin’s hard-earned money. He also says he was unable to get in touch with the company.

“I call them, email them, and get what looks like a call center in India. They’re nice people, but they’re not helping me at all,” Martin said.

Martin’s trade-in car went on sale on Vroom’s website on April 14. The photo on the website had the same Vin number as his car.

“To me, that’s auto theft. There should be a law against that,” Martin said.

Amanda Patrick says she found herself in a similar situation when she tried to return a car she bought from Vroom because the car she bought was not the one she thought she bought.

“The online photo of the car was spotless. They mentioned a rim scuff and a scratch,” Patrick said. “They have a policy; I think it’s like they don’t have to mention scratches under an inch and they have hundreds of tiny little scratches all over the car.”

Patrick took his car to Paul Miller Mazda, where the service team found further issues. In a video, the service team showed a rat nest they had discovered.

“It’s just frustrating because Vroom online says all of their vehicles go through a quality inspection and I wonder how it would pass a quality inspection,” Patrick said.

She says she hasn’t been able to get in touch with Vroom for weeks.

“Every time during this whole process that I called Vroom to complain or talk to them, my calls would automatically drop. So after I signed the contract, I couldn’t talk to my original seller, and I couldn’t reach anyone. .,” Patrick said.

Vroom says both issues have been resolved.

“We regret that any customer does not have the positive experience that Vroom strives to provide. Vroom worked closely with both customers – Amanda Patrick and Larry Martin – to resolve their issues. We have resolved the issue of Mr. Martin in April 2022 and that of Ms. Patricks in June 2021,” a spokesperson said in a statement.

Patrick and Martin say the only real help they’ve received is from the Kentucky Attorney General’s office. They contacted the company and gave them 30 days to resolve Martin’s issue. The thirty days will end at the end of May.

The attorney general’s office confirmed that they helped Patrick return his car and get his money back. They say they have received 13 complaints against Vroom since 2021. With several lawsuits and complaints filed against the company, the Better Business Bureau in Texas gave them an “F” rating and revoked their accreditation. The BBB has also issued a warning to buyers:

The company is facing several lawsuits, including from the states of Florida and Texas.