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Run! Dont do it.
I sold a truck to Vroom about a month ago and that went okay (my check was late coming in but I thought no big deal). So when I decided to buy a larger car about a week ago, we picked out a Kia Sorento and put down the 249 deposit. I understood it was “non-refundable” and was okay with that until my “constant person” ghosted me after I had questions about adding my trade in to the contract. After my husband and myself spending hours in total on hold with customer service with no answers and an extension to our contact that immediately dropped the call, we decided to cancel the deal. I’m not spending 25k on a car with a company that can’t answer my questions. I felt I should be refunded as Vroom was making the purchase impossible because they couldn’t get me in touch with my contact person and therefore I could not buy the car. When I spoke to customer service today I was transferred to a “tier 2” specialist who told me she was getting me connected to a Manager but instead hung up and I will need to sit on hold for ANOTHER 30-60 minutes to speak to someone else. Worst experience ever.
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It was my 1st time purchasing a car online and it was a good experience. The customer service was good. I was skeptical of the online experience and they put me at ease.