ComplaintsforTexas Direct Auto Powered by Vroom
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Complaint Details
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Initial Complaint
01/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I brought a 2018 *** **** from Vroom in March of 2021. There were few problems and I was, overall, very satisfied with my car and the service. In July, my husband attempted to take my car in for a tire rotation, only to be advised someone had added a special tire lock and the tires could not be removed without the matching tire key. When I reached out to their customer service a Ms. Amena ****** responded to my email by writing, "Thank you for reaching out to Vroom’s Customer Support Team. I wanted to inform you that your management team reviewed your request, and I regret to inform you that the wheel lock key has been denied. I do understand that you're just now getting tires but we do not assist with any quality issues outside of the 7 day reporting period." I responded by stating they, as the car seller, had a responsibility to provide me with EVERYTHING necessary to operate the car, and as a tire lock was an after market unnecessary addition (meaning I had no reason to expect its presence), the responsibility was theirs to provide it, not mine to request it. I never received a response to the email and have decided to seek your service. Thank you for any assistance given.Business response
02/02/2022
Good afternoon,Vroom would like to update the BBB on complaint ********. The customer has been assisted and has been mailed a check for $250 to assist with bolt replacement and tool repair. Thank you.
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Customer Complaints Summary
16 total complaints in the last 3 years.
3 complaints closed in the last 12 months.