I'm going to share my experience here for others and give any advice I can based on my experience with a trade-in and buying Tesla Model 3 Long Range AWD from Vroom. Note: I have previously traded/purchased from Carvana as well.
First thing when buying from Vroom (or really any online dealer) - expect delays, mistakes, miscommunication, no details on unlimited super charging, FSD, EAP, or AP. The process for buying a car can get screwed up even in person, online just adds to the confusion. Also dealing with each state's paperwork/requirements complicate matters more.
Vroom has sales people known as "Automotive Specialists". They are your primary point for questions and can get you in contact with who you need to be speaking with. Replying to their emails goes on record for everyone to see there. Typically this email is [email protected]
Vroom has a separate group who handles your payment/trade/paperwork. They are known as "Document Specialists". You can email them at [email protected] but they can take a day or so to reply. It's much faster to call and have your Automotive Specialist transfer you to the paperwork department. Be warned, they sound like they work for the DMV and are bored to death (just be kind and they will return it).
Prior to contacting Vroom I had all of this ready:
- I knew my lease payoff from my current trade-in. I also had the payoff letter with specifics. (note: there is a different payoff amount when you are trading in to a dealer! make sure you get this)
- a photo of my trade-in odometer
- photo of my drivers license
- a photo of my proof of insurance
- photo of my registration
- scanned copy of my title provided to me by the leasing company (this took a week or more to get because as a lease in my state I do not get the title, so make sure to have this prepared)
- I also had pre-approval for my loan from my bank because they have much better rates than Carvana or Vroom could offer.
Here's what has happened so far:
3/16/21 - I entered my trade and then accepted the offer and started shopping for a Tesla Model 3.
3/16/21 - put $500 down to hold the Tesla I wanted.
3/17/21 - entered all required paperwork to continue the process
3/17/21 - talked with my Automotive Specialist and obtained the summary of the sale for my bank
3/17/21 - provided the summary of the sale to my bank to start the loan
3/17/21 - electronically signed papers from my bank for the loan
3/17/21 - my bank overnighted a cahier's check for the vehicle (minus my down payment to Vroom)
3/18/21 - I wired $2500 to add to my $500 to Vroom as down payment as agreed by bank and Vroom
3/18/21 - I reached out to the Document Specialists to inform them my bank sent the cahiers check without the VIN # and just my name (Doh!)
3/19/21 - the Document Specialists confirmed they received the cashiers check and my wire transfer.
3/19/21 - received the Vroom paperwork agreement via email and electronically signed and returned.
3/19/21 - received the Vroom paperwork counter signed and returned back to me via email.
3/19/21 - called my Automotive Specialist who transferred me to the Document Specialists. They told me expect a few days for the cashiers check to clear.
3/19/21 - I bugged my Automotive Specialist for details on the FSD, EAP, or AP of the vehicle. They directed me to Tesla and I played their game. I contacted Tesla and as expected Tesla will not discuss any details of a car until I am the owner. I replied back to my Automotive Specialist explaining what they have been told is false.
More to come...
First thing when buying from Vroom (or really any online dealer) - expect delays, mistakes, miscommunication, no details on unlimited super charging, FSD, EAP, or AP. The process for buying a car can get screwed up even in person, online just adds to the confusion. Also dealing with each state's paperwork/requirements complicate matters more.
Vroom has sales people known as "Automotive Specialists". They are your primary point for questions and can get you in contact with who you need to be speaking with. Replying to their emails goes on record for everyone to see there. Typically this email is [email protected]
Vroom has a separate group who handles your payment/trade/paperwork. They are known as "Document Specialists". You can email them at [email protected] but they can take a day or so to reply. It's much faster to call and have your Automotive Specialist transfer you to the paperwork department. Be warned, they sound like they work for the DMV and are bored to death (just be kind and they will return it).
Prior to contacting Vroom I had all of this ready:
- I knew my lease payoff from my current trade-in. I also had the payoff letter with specifics. (note: there is a different payoff amount when you are trading in to a dealer! make sure you get this)
- a photo of my trade-in odometer
- photo of my drivers license
- a photo of my proof of insurance
- photo of my registration
- scanned copy of my title provided to me by the leasing company (this took a week or more to get because as a lease in my state I do not get the title, so make sure to have this prepared)
- I also had pre-approval for my loan from my bank because they have much better rates than Carvana or Vroom could offer.
Here's what has happened so far:
3/16/21 - I entered my trade and then accepted the offer and started shopping for a Tesla Model 3.
3/16/21 - put $500 down to hold the Tesla I wanted.
3/17/21 - entered all required paperwork to continue the process
3/17/21 - talked with my Automotive Specialist and obtained the summary of the sale for my bank
3/17/21 - provided the summary of the sale to my bank to start the loan
3/17/21 - electronically signed papers from my bank for the loan
3/17/21 - my bank overnighted a cahier's check for the vehicle (minus my down payment to Vroom)
3/18/21 - I wired $2500 to add to my $500 to Vroom as down payment as agreed by bank and Vroom
3/18/21 - I reached out to the Document Specialists to inform them my bank sent the cahiers check without the VIN # and just my name (Doh!)
3/19/21 - the Document Specialists confirmed they received the cashiers check and my wire transfer.
3/19/21 - received the Vroom paperwork agreement via email and electronically signed and returned.
3/19/21 - received the Vroom paperwork counter signed and returned back to me via email.
3/19/21 - called my Automotive Specialist who transferred me to the Document Specialists. They told me expect a few days for the cashiers check to clear.
3/19/21 - I bugged my Automotive Specialist for details on the FSD, EAP, or AP of the vehicle. They directed me to Tesla and I played their game. I contacted Tesla and as expected Tesla will not discuss any details of a car until I am the owner. I replied back to my Automotive Specialist explaining what they have been told is false.
More to come...