Where do I begin????
Do not, I repeat, DO NOT buy a car from this company!!! Trust the reviews, they are rated poorly for a reason!
I decided to purchase a Smart Fortwo vehicle from the company in Dec 2017 and was assigned a sales associate by the name of Ro Doherty. The initial paperwork process was fairly easy, however once the paperwork was submitted all help ended there. She went on vacation in the middle of the process without informing me and left her cases to a Thadrick Holmes, who was nearly impossible to get in touch with or get to respond back to inquiries. Upon her return, Ro also seemed to disappear in thin air.
Not even 2 week’s into the arrival of the vehicle, the brakes malfunctioned on the highway nearly causing a major accident. I scheduled a diagnostic inspection with the Mercedes dealership, as Vroom had advertised that the vehicle still had one month of manufacturers warranty left. The dealership informed me that there were visible signs of major flood damage to the vehicle, and that the vacuum pump and wires were rusted and would need to be replaced, a 900+ dollar repair. They also informed me that the manufacturers warranty expired December 15 of 2017, before I even purchased the vehicle. Because it had been past 8 days, the dealership refused a return of the vehicle, despite the false advertising of a manufacturers warranty and the failure to disclose the flood damage (something that would have been easily noticed upon the departure inspection). They informed me they would be willing to process a buyback if I bought another vehicle in its place. I complied and began the purchase process of a Lexus CT200h. This time around the purchase process and buyback process was riddled with lack of communication, failure to respond to messages, and administrative errors causing 3 separate contracts to have to be sent. In addition to the delay, the sales associate made absolutely zero mention that because of a mileage adjustment mistake on their part, my interest rate would increase by several percent, to which I refused the financing. She wound up having to perform another hard pull on my credit report and we came to an agreement on financing and a THIRD set of paperwork had to be sent out.
Fast forward several weeks of emails and phone calls and lack of message responses between customer service, sales and myself. I finally receive a delivery notice of the Lexus after hounding the company for weeks but had zero communication regarding the pick up of the smart vehicle. Fulfillment/delivery could not provide their own management team updates regarding pickup. I did not receive confirmation of pickup of the smart vehicle until the day the Lexus was picked up... the day of!! At the same time, I had still received zero updates regarding the cancelation of financing/buyback of the smart vehicle after daily requests for updates as well.
My new vehicle was quoted by a delivery associate to be delivered between 6-9am, which changed to 6-9pm then to 8-11pm. At 1030 pm, I still had zero communication from any delivery associate or the driver. My delivery driver contacted me at Midnight (prior to a workday) that they would arrive in 30 minutes and they were delayed due to having a delivery at a remote location (and sent me pictures of the dirt backroads he was driving on with brush overreaching the roads). More than an hour later, after 1am the vehicle finally arrived. The tires were absolutely bald and the car was covered in horizontal surface scratches most likely due to the brush the driver had to pass through on his prior delivery. In addition, no temporary tag was provided for the vehicle, so even after its delivery, I could not legally drive it and I STILL had zero update regarding cancelation of financing/buyback of the Smart vehicle.
On February 16th, after daily calls, I was assured that the payoff for my smart car would be sent that day and that Ally would receive it by Monday or Tuesday of the following week. I now arrive at today, Thursday February 22, 2018 more than 2 months into this process. I call Vroom/TD Auto YET AGAIN and am told the payoff had not been sent and that there was an internal error and they do not know what happened.
The returned smart car was Re-listed on the Vroom website for sale and was marketed as having a clean history, despite the company being provided physical documentation from a Certified Mercedes Dealership showing the vehicle was flood damaged.