Worst Customer Service Ever Experienced…read more
This is the fourth automobile I have purchased from the company formerly known as Texas Auto Direct (now known as Vroom). The automobile I purchased April 2, 2019 was a beautiful 2017 Fiat 124 Spider. The purchase price was great at $18,480. I had my financing in order, so this should have been a very easy transaction.
My paperwork was completed on April 2, 2019, and I hoped to take delivery by April 8, 2019 because I would be out of town after that date. This became a problem because there is really no number to call to check on your delivery date. I wasn't please with the communication regarding delivery, so I called their customer service and arranged to pick the vehicle up in Stafford, Texas. This was a five hour drive for me, but I felt better knowing I would have the car prior to my vacation and wouldn't have to deal with the poor delivery service anymore.
It took about ten irate phone calls with their delivery team before I finally got to speak with someone in Texas that could help ensure the car was ready.
Before pick up, I was contacted by Lupe Espindola, who assured me that the Fiat would be ready on April 6th, and that I could pick it up at 9 a.m. and simply drop off my trade. So that is what I did. This part of the transaction went well. The car was ready on time, clean, and I left my Elantra in their parking lot, as instructed.
After I got home, I realized I'd left my garage door opener in the old car, so I texted Lupe to see if he would mail it to me. He said he would. This was a lie.
The next snafu was them mailing me the title and other paperwork that I needed for registration. In Louisiana, you have only so many days to register a newly purchased vehicle. The paperwork took so long that I was assessed a late fee by the state of Louisiana.
When I DID get the paperwork, I realized that I had been charged a $499 delivery fee. After all of the hassle I went through to go pick the car up, I was astounded that they delivery fee was charged. I e-mailed and called several times about this issue and was assured a check would be sent. This was misleading.
The check was sent a week later; however, it went to my lender, USAA. Not to me as was suggested.
Three months later... after a phone call from my old lender, Capital One, I found out that Vroom NEVER PAID OFF MY TRADE IN. Capital One said I had two days to arrange for payment or they could report me to the credit agencies.
I called the service line that I had become so familiar with over the past three months to tell them about the situation. I demanded that they pay off my old loan immediately or redeliver my Hyundai Elantra back to me. After all, I was still technically paying for it. After about 10-20 phone calls with their "service" department, I was informed that they could not wire the money that easily.
Instead, they would have to send me a new set of paperwork via FedEx. I was assured they would call me, though, and arrange for delivery of the paperwork. Instead of calling me back like they promised, they proceeded to send the paperwork to my home address. I happened to be in California at the time, so I was pretty enraged with that. I called them back several more times to ensure that the papers were sent to the place where I was staying in California.
They did assure me that they would go ahead and pay the balance of my trade before they received the returned paperwork. This was a lie.
Before I received the final paperwork to have my trade in payed off, I got a call from their DELIVERY DEPARTMENT. Amazingly, the sequence of events had set off some kind of automatic pick-up request for my old trade-in. A guy from Texas calls and asks me what day he can pick up my Hyundai Elantra! The Elantra had been dropped off in Texas THREE MONTHS EARLIER.
This company is the worst. Their various departments don't communicate with each other, they don't communicate with customers, and they aren't honest when they make promises. I called them several times after the whole ordeal to ask for some type of compensation for this disaster of a transaction, and they did nothing. Had they reached out to me and made some type of offer for all of the time and frustration they caused, I wouldn't leave such a negative review.
The truth is, you need to read this review and avoid the company at all costs. You might save $1000 on the price of a used car, but think about what your time and well-being is worth. You don't want to risk it. I can only imagine how much worse it could have been if the car I received had problems. DON'T EVER BUY FROM VROOM. If you have any questions about this review, e-mail me at hazmatofficer@gmail.com. I have all of the names, e-mails, texts, and call logs from this transaction, and I'm happy to share. In total over 40 e-mails had to be sent, over 40 calls were made, and there is also a log of text messages.
