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Vroom complaints

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12053 Southwest Fwy.
Stafford, TX 77477 | Get Directions

(214) 677-1595

https://www.vroom.com/

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Total Amount in Dispute:
$32,949.00

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 that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

6 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
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
6	Unanswered

6 complaints against Vroom

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6/28/2022

RESPONSE: Complaint was not answered Amount in Dispute: $12,000.00 Amount Settled: $0.00

Customer Complaint

6/2/2022

I purchased my vehicle February, my temporary tag expired April 10th 2022. And I still can not get regular plates for my vehicle almost two months later and vroom isn't offering any solution to legalize my vehicle so I can drive it I have no registration and was told from the ohio title company that the vehicle is in someone else's name Resolution Sought To receive the documents to obtain plates for my vehicle so I can legally drive it.

6/7/2022

RESPONSE: Complaint was not answered Amount in Dispute: $249.00 Amount Settled: $0.00

Customer Complaint

5/12/2022

On Feb 6, 2022 I initiated a search for a used vehicle on the Vroom website and came across several vehicle the fit the description of what I needed. On that same day I began the buying process on a 2014 Dodge Durango and followed through with to the step where I needed to pay the deposit of $249 to hold the vehicle. On that same evening I received a call for a Vroom rep, his name was Syed. Syed was helpful in explaining the steps to follow, but the deposit was needed to secure the vehicle but I explained that I didn't have the remaining down payment of $1,100 at the moment. Which was the reason I declined to pay the deposit that evening, I knew that I needed at least a week to get the remaining balance. On the following day, Syed called several times trying to persuade me to secure the vehicle and that there was now rush for the remaining balance. I was in desperate need of a car so I allowed Syed to submit the $249 deposit via phone under the impression that I had several weeks to complete the down payment. Syed never mentioned it was non refundable nor did he mention that I only had 5 days to pay the balance. So, I made the decision to cancel the purchase when i was informed. I was told by one of Vrooms managers that I'd receive a full refund, until I was transferred to the cancelation department they inform me that it wasn't. I disputed the charge with my bank, only for Vroom responded claiming I submitted the payment via the web that stated no refunds. Lie Resolution Sought I want my money back, and to alert others to be careful when doing business with Vroom.

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