My complaint:
I purchased a vehicle through Vroom back in June of this year. I have had to call and request temporary tags every month since August. Last month (November), when I called to request new temporary tags, I was told that Vroom could no longer issue me temporary tags for my vehicle. I was then told that I would receive an email finalizing the transfer of my previous tags to the new vehicle and I would receive instructions on what to do next. That was a week ago and not only have I not received anything to complete this process; no additional follow-up has been made to resolve this issue.
The temporary tags I received in October are now almost a full month expired and due to this, I have been unable to use my vehicle for almost a month- which is completely unacceptable. Every attempt I’ve made to complete this process, I’m met with people who can’t answer my questions or provide alternatives. Not to mention that calling in to resolve my issue is met with a 30 minute wait time or longer. I’m actually typing this email while I’m on hold listening to the piano music repeat over and over. My current hold time for this call is at 1 hour, 18 minutes, and 19 seconds and growing.
I am unable to travel without current tags. I need someone to help me resolve this issue because it has been a truly terrible experience. I am the one who has had to call every month and request new tags. I am the one who is waiting over an hour on the phone just to be told I can’t be helped and not be given an explanation as to why this situation is a part of my experience. I bought a vehicle- which I pay for every month- that I haven’t been able to drive in over 3 weeks.
Suggested solution:
Finalize the process and take care of your customers.
