Reply to Vroom/ Carvana experience

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[quote=Anonymous]I bought and kept a car from Vroom a year ago. There was one spot of cosmetic damage they didn't disclose in the pics, but after some hoops I got $800 refunded and was satisfied. It was a somewhat rare color/trim combo, in the early days of the pandemic, and we got the car inspected by our own mechanic jn the 7 day return period.

DH bought a car from Carvana about a month ago and it was a horrible experience. We picked it up from their location near us and traded in a car. The deal was we had 7 days to test drive it, and if we returned it, they would give us back our trade, no hassles... supposedly.

Within 20 minutes we knew the car was a piece of garbage. Their inspections are crap and the car wasn't even cleaned in a basic manner. Super dirty in ways I've never seen from a dealer, stuff that could have been easily cleaned if they gave half an ounce of effort. The car clearly had some sort of steering fluid issue and was making extremely obvious bad noises.

We called within 3 hours and told them we wanted to return it and wanted our trade back. What a nightmare. We ended up waiting over 10 days because "the wheels were in motion" and the trade had been taken to their inspection station. Based on what we saw in the car we bought, we were concerned it was going to be seriously damaged there. They sent someone to get the car we bought with no heads up, but with no info on when we'd get our trade back. My husband spent so much time screwing around with the process.

When we finally did get our trade back (a manager finally got involved and just went and got out trade from the inspection facility, drove it here and took back the purchase), they had made the car dirtier somehow during the detail process, using dirty rags to wipe seats and mirrors inside. They had removed all the tires and not put back on these cap pieces, which were $80 to replace. They had removed our registration and toll stickers already (goes inside windshield in our state), so we had to go to the DMV to get replacements. My normally mild mannered DH was livid and felt the car needed a full inspection to make sure they hadn't done something like drain the oil and not replace it.

But get this... they replaced all 4 tires. With brand new Pirellis. It probably was getting close to time to replace them, especially if selling. That was likely $800 in tires they put into the car. Once we realized that, we were less irritated about the hassle, haha. But it just goes to show what idiots they are and how bad their systems are. We told them within hours we wanted it back, and they still moved forward dumping all that time and money into the car.

I would not buy from Carvana again and I wonder if we got lucky with Vroom or if their standards are better.

FWIW, I also recently bought a car from a non-chain dealership 1500 miles away. They coordinated an inspection with a local mechanic and shipping and I just paid those people separately. It was a car I'd been looking for 9 months and wasn't going to find locally. No problem, awesome experience. Now I realize I don't have to go with Carvana or Vroom if the car I want isn't available locally, most dealers ship cars regularly if you're willing to pay. It honestly wasn't anymore than the Carvana markup. [/quote]

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