ORLANDO, Fla. — An Orlando man claims an online used car dealership sold him a vehicle he couldn’t legally drive for months.
Action 9 revealed thousands of complaints against the dealership and many of those customers said they couldn’t get titles and tags.
“How does it feel to pay for a car you can’t drive? asked Todd Ulrich.
“It’s definitely been one of the most frustrating experiences of my life,” Shaquielle Barr replied.
Barr bought a GMC Acadia from Vroom last December. The online used car dealership says buyers can skip the typical car lot trips and dealings, and they’ll deliver the vehicle to you.
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Instead, Barr claims Vroom delivered a nightmare. He purchased the GMC while living in Connecticut and according to Barr, the vehicle failed an emissions test required in that state, so he was unable to obtain the tag and title. He claims all calls and emails to Vroom to resolve the situation that has gotten out of control.
“It’s ridiculous. You’re wasting your time, you’re spending your hard-earned money on a service you expect to receive,” Barr said.
In a complaint to the Florida Attorney General, Barr claims Vroom failed to deliver a tag and title, even after helping pay for repairs to the shows.
Barr says Vroom offered to replace the vehicle, but that never happened.
He was provided with a rental car for 30 days, but that only covered a fraction of the time he was without a vehicle he could legally drive.
“And to be treated that way is very dehumanizing,” Barr said.
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There are thousands of complaints against Vroom online and state actions against the dealership in two states, including Florida.
Vroom agreed to pay an $87,000 fine after the Florida Department of Highway Safety and Motor Vehicles alleged the dealership failed to transfer the titles of at least 87 buyers within the 30-day period .
The Better Business Bureau received over 6,000 complaints against Vroom, many of which were about missing titles.
In general, online sales of used cars from other states can be complicated.
“Different states have different deadlines. They may have different delivery methods. If you expect the process to be the same, you are going to be wrong,” said BBB President Holly Salmons.
Ulrich reached out to Vroom. The company said it couldn’t comment on ongoing litigation and arbitration, but it wants every customer to have a superior experience and strives to resolve any issues they have.
Since he first contacted Action 9, Barr hired an attorney to argue his case and within days he had a tag and title.
“So what they did in two weeks, they could have done six months earlier?” Ulrich asked.
“Absolutely,” Barr replied.
If you buy a car online, check the dealer’s complaint history and the vehicle’s repair history with a service like Carfax. Also, if you can’t test drive the vehicle first, you might want to keep looking.
Vroom does not comment on pending litigation and arbitration matters. However, our goal is for every Vroom customer to have a superior car buying or selling experience and we will work with every customer to try to resolve any issues they have.
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