Imagine buying the car of your dreams—only to find out months later that you can’t legally drive it. That’s exactly what happened to Karlie McCallum when she purchased her Jeep Rubicon from Vroom, an online car retailer promising convenience and competitive pricing. Instead of hitting the road in her firecracker-red SUV, Karlie found herself stuck in an endless bureaucratic loop, fighting for something as basic as a vehicle title.
Her story serves as a cautionary tale for anyone considering buying a car online. While digital auto sales are booming, they come with risks that can leave consumers frustrated, financially drained, and without a drivable vehicle. Adding to these concerns, Vroom filed for bankruptcy in 2024, leaving many customers in limbo. Here’s what went wrong with Karlie’s purchase—and what you can do to avoid the same fate.
A Dream Purchase Gone Wrong
When Karlie found her ideal Jeep Rubicon on Vroom, everything seemed above board. The deal was quick, the paperwork appeared in order, and she was excited to take delivery of her new vehicle. However, the problems began the moment the car arrived.
Instead of a permanent title, Karlie received only temporary tags. Days turned into weeks, then months, as she made repeated calls to Vroom’s customer service, each time receiving a different excuse:
- “We can’t find the title.”
- “We paid the lien holder, but they don’t have the title.”
- “We’ll overnight it to you.”
Meanwhile, her temporary tags expired—not once, not twice, but three times. Unable to legally drive the vehicle, Karlie was still required to make her monthly car loan payments and maintain her insurance on a Jeep that sat unused in her driveway.
Consumer Protection: When the System Fails
After exhausting her options with Vroom, Karlie turned to TrustDALE for help. Our team intervened, pressuring the company to provide a rental car while she awaited her title. This temporary fix gave her some mobility, but the larger issue remained unresolved. A full eight months after her purchase, she still had no permanent registration for her vehicle.
Karlie’s experience is not unique. Online car retailers, while offering convenience, have faced increasing scrutiny over title delays, unresponsive customer service, and misleading sales practices. Complaints against companies like Vroom and Carvana have been on the rise, leading some states to take regulatory action. Vroom’s financial instability ultimately led to its bankruptcy, leaving many customers stuck in similar situations with no resolution.
Vroom filed for bankruptcy in 2024, leaving many customers in limbo. (BusinessWire)
How to Protect Yourself When Buying a Car Online
If you’re considering purchasing a car from an online retailer, take these precautions to protect yourself:
Research the Seller Thoroughly
- Check reviews on platforms like the Better Business Bureau and consumer forums.
- Look for recurring complaints about title issues, delivery delays, or misleading pricing.
Verify the Title Before You Buy
- Ask for proof that the title is in-hand and free of liens before completing the purchase.
- Request the VIN and use your state's DMV website to check the vehicle’s history.
Beware of Temporary Tags
- If a dealer can’t provide a permanent title within a reasonable time, consider it a red flag.
- Avoid paying in full before confirming the legal transfer of ownership.
Know Your Legal Options
- If you experience excessive delays, contact your state’s used car board or consumer protection agency.
- Seek legal assistance if the dealer fails to provide the necessary paperwork.
The Bigger Picture: Holding Dealers Accountable
Karlie’s ordeal highlights the need for stronger consumer protections in the online auto sales industry. While traditional dealerships are bound by stricter regulations, some online retailers operate in a legal gray area, leaving customers vulnerable to title disputes and logistical nightmares.
Fortunately, advocacy from organizations like TrustDALE and state regulators is beginning to push for more transparency and accountability in online car sales. The downfall of Vroom serves as a warning that unsustainable business models and poor customer service will not go unnoticed. If you’ve been affected by a similar issue, don’t hesitate to report it—your complaint could help prevent others from facing the same struggles.
Final Thoughts: A Hard Lesson Learned
Karlie’s story serves as a powerful reminder: No matter how good a deal seems, doing your homework can save you months of frustration. If you see a pattern of negative reviews about a company, take them seriously—because as Karlie found out, this could happen to anyone.
