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Vroom complaints

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1375 Broadway, 11th Floor
New York, NY 10018 | Get Directions

(855) 524-1300

http://www.vroom.com

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Total Amount in Dispute:
$487,423.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

28 complaints against Vroom closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
27	Unanswered

28 complaints against Vroom

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3/25/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/28/2024

I sold a 2015 Honda Odyssey and could not get a warranty 6 months later the whole computer or something happen it won't run called them to turn the van back end to them Resolution Sought Just take the van back take it off my credit I owe nothing

2/29/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/5/2024

Me and my son have been in process of purchasing a vehicle with vroom and the entire experience has been horrible. We have been asked to jump through hoops on our end to complete the car deal. All that was asked of me an my son have been completed within a timely manner. In return Vroom and the lienholder American Credit Acceptance have processed our down payment of $6000 and signed the contract on 12/28/2023 and as of 1/31/2024 we have not received the vehicle. The lien holder wants the first payment in 2/11/2024 and will not change the date for the payment as it was stated it can't be changed until the vehicle is received. Resolution Sought We would like to receive the vehicle that we have been approved for and made payment on ASAP.

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