Besides possibly dealing with fraudsters, if you have a problem with a car you buy online, returning it can be a massive undertaking. The reason is that by doing so, you’ll be dealing with a dealer you don’t have a relationship with rather than the company that sold the vehicle to you.

Unfortunately, online used car retailer Vroom has received several complaints from its customers.

Car buying online is convenient but it can also be a frustrating experience.

Vroom customers’ complaints about buying a car online

Opting to buy an automobile online is a bit risky because you don’t get the chance to view it physically or test drive it before acquiring it. Vroom customers are unhappy with the company’s service.

KPRC 2

spoke with one Vroom customer, Andrea Hernandez, about her experience with a Chevy Malbu she was excited for and got at a good price.

The car buying process at Vroom.com started simple, with Andrea Hernandez successfully buying a used Malibu. That was in February 2021, the week the big freeze hit Texas. Unfortunately, in September 2021, Andrea still couldn't drive the vehicle.

After the freeze, she has had to deal with one issue after another because of a lack of paperwork, which means she cannot register the Chevy Malibu or get auto insurance.

In addition to multiple expired paper tags, Vroom sent her a check at some point, which bounced, and the automobile had mechanical issues too.

Moreover, a Vroom representative accidentally left Andrea a voicemail in May 2021 instead of the previous owner of the Chevy Malibu. That is how she got an insight into what was going on with her case.

After that, Andrea had a frustrating experience whenever she called for help. She even indicates that at one point, Vroom customer service reps made fun of her.

Christina Cox is the other Vroom customer dealing with similar problems. She bought a Vroom Jeep in March 2021 but cannot get the title to it. It is even disheartening to discover that Vroom ran repeat credit checks, which ruined Christina's credit score.

Christina also says, "‘Regardless of how many times I call, nobody's able to respond to me, nobody has any updates.’"

Note that the Better Business Bureau gives Vroom an "F" rating due to the nearly 1900 complaints they’ve had, which have only increased in the past few months.

The complaints include sending customers in circles, misrepresenting vehicles in photos, and delaying deliveries.

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How can one access the help they need?

MORE: Customer Service in the Rental Car Industry Seems Low

Currently, most customers are looking for ways to get help from Vroom, but are left feeling helpless and frustrated with doing this on their own.

Some Vroom customers have made a "Vroom horror stories" online group to connect and help each other. Members in the group help each other by posting phone numbers and emails that can get you a real representative to talk to.

Tips for buying a car online

Purchasing a vehicle from a dealership in your area with an online platform is not the same as acquiring one from an online site like Vroom. You are less likely to have paperwork issues with a local dealership because they have an easier time sorting out necessary documents.

So, if you are planning to buy an automobile online, you should consider doing your homework by checking the BBB ratings of companies. Besides the ratings, you can also read customer complaints on the BBB website to make an informed decision.

According to KPRC 2, you also need a plan for bringing the car you purchased to your home because online vehicle buying sites hire third-party companies to deliver automobiles.

With these companies, you may not get a chance to view the car when it is being delivered, collecting your car at a random location may be inevitable, or the delivery company may also fail to show up.

Ensuring all the paperwork is signed, sealed, and delivered when buying a car online, is also advisable. When buying a car it’s also important to make sure that you have the right insurance coverage for your needs.

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Written By

Serena Aburahma · Expert Insurance Writer

Serena has a BA in Honors English Literature from California State University, Northridge. She has worked as an editor and writer for several years and has had various forms of content published in magazines, websites, anthologies, and more. Serena calls herself a modern "Renaissance woman" since she has a hunger for learning and strives to succeed in many fields. During her free time Serena enjoys acting, singing off-key to songs in the car, and working on her novel.

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