Vroom customers highly unsatisfied with retailing experience

Online automotive retailer Vroom is facing scrutiny from thousands of customers who are unsatisfied with the company’s business practices, and legal action has now been taken by the Texas Attorney General against the company. Customers say they have purchased vehicles through Vroom because it advertises you can “buy your next ride entirely online,” but the experience has been stressful, and many have hit snags when trying to get their vehicles’ registrations or, in other cases, cars were delivered damaged.

Numerous customers have reported they received the vehicles they purchased but have not received the paperwork from Vroom that is necessary to register them. One customer, Bill Smith, told reporters that he has had the truck he bought through Vroom for roughly seven months and cannot drive it as the company hasn’t sent him the required registration and title documentation.

Smith said the only way to reach the company is via telephone, adding, “They have a system set up where you talk to somebody who is obviously looking at a computer screen, and all they can tell you is what they see on the screen.” He also said the representatives would not forward customers to anyone from the management team, a complaint that many other customers have echoed.

Vroom has an “F” rating on the Better Business Bureau and currently has over 5,000 complaints. Aside from title and registration snags, other customers report their cars were delivered damaged or that Vroom added on contract terms that were not agreed to prior to purchase.

Two weeks ago, the State of Texas filed a deceptive trade practice lawsuit against Vroom and is seeking civil penalties and restitution that would be passed on to the consumers affected.

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