I am not sure where to post this subject, so a Mod should feel free to move it if so inclined
Two parts:
The Vroom part. tl;dr version is that Vroom is grossly incompetent, so much so I expect BK
My personal part is that cancelling the sale involves getting my car title back. I'd like to hear the experience of others here regarding car titles
Part 1: Vroom
Oh boy. I accepted an offer to sell my car to Vroom in late September. The next two weeks were spend calling them daily to correct the electronic contract which only let me sign despite their insistence that both I and my wife sign since we are title owners. It did me no good to point out that the title says Sagebrush OR Ms. Sagebrush. Pick-up day finally arrived, and since the car had been sitting for weeks I took it out for a test drive, and was greeted by an error and loss of power functions. I canceled the pick-up, explained why, and the car was sent in for repair. That turned out to be a $22 ABS sensor but it took 2 weeks to get it. By this point a month had passed since the purchase offer was made so I called Vroom and asked for a re-appraisal since their contract gives them the right to do so if more than 10 days or so pass from offer to when they evaluate the car.
I have now spent a good 20 hours on the phone, spoken with the same number of Vroom reps, and am no closer to getting the car re-appraised. The Vroom issues are complex but boil down to:
Part 2: Title
Prior to pick-up, Vroom requires that the car title be amended for the sale and mailed to them. Now that I am cancelling the purchase, Vroom has to return the title to me. I expect them to screw that up as badly as they have everything else, and I anticipate never getting the title back. Is that a problem ? My state lets me order a title copy so I am hoping that the original, if it stays in Vroom hands, will not come back to bite me.
Two parts:
The Vroom part. tl;dr version is that Vroom is grossly incompetent, so much so I expect BK
My personal part is that cancelling the sale involves getting my car title back. I'd like to hear the experience of others here regarding car titles
Part 1: Vroom
Oh boy. I accepted an offer to sell my car to Vroom in late September. The next two weeks were spend calling them daily to correct the electronic contract which only let me sign despite their insistence that both I and my wife sign since we are title owners. It did me no good to point out that the title says Sagebrush OR Ms. Sagebrush. Pick-up day finally arrived, and since the car had been sitting for weeks I took it out for a test drive, and was greeted by an error and loss of power functions. I canceled the pick-up, explained why, and the car was sent in for repair. That turned out to be a $22 ABS sensor but it took 2 weeks to get it. By this point a month had passed since the purchase offer was made so I called Vroom and asked for a re-appraisal since their contract gives them the right to do so if more than 10 days or so pass from offer to when they evaluate the car.
I have now spent a good 20 hours on the phone, spoken with the same number of Vroom reps, and am no closer to getting the car re-appraised. The Vroom issues are complex but boil down to:
- No ability to work with the same rep. Each call is a new at-home rep
- Broken phone system. Vroom is unable to transfer a call to a different dept. The call either disconnects or defaults to tier 1 sales.
- No Vroom rep will transfer to a supervisor, and so far as they know the only way to escalate a problem is to use 'Tier 2.' Tier 2 cannot be contacted during a telephone conversation, and their messaging (presuming it actually happens) is ignored.
- At least 1/3 times the phone system says everybody is busy and prompts to leave a message. NEVER did anyone call back
- Each call the rep takes 'action' by using an internal messaging system to notify the 'appraisals Dept' and I am assured that I will be emailed in 30 minutes. Nada, nada, nada, nada ...
Part 2: Title
Prior to pick-up, Vroom requires that the car title be amended for the sale and mailed to them. Now that I am cancelling the purchase, Vroom has to return the title to me. I expect them to screw that up as badly as they have everything else, and I anticipate never getting the title back. Is that a problem ? My state lets me order a title copy so I am hoping that the original, if it stays in Vroom hands, will not come back to bite me.