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Business Profile

Auto Listing Services

CarGurus, Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for CarGurus, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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CarGurus, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 76 total complaints in the last 3 years.
    • 30 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******* offered us listing service for car sales. We have not agreed with term and quality of service and immediately chargeback payment as unauthorized with termination notice. Still receive invoices for no any service./ Terrible customer relationship... Phone call with collections threats...

      Business Response

      Date: 11/01/2024

      Hello Naia,

      We're sorry to hear that you were not satisfied with our service but we can confirm that your account was properly set up and functioning as intended. Please note that the contract you agreed upon is through through February of next year which is why you are being billed. However, due to non-payment, the account has been suspended until past due payments have been completed.

      Please feel free to reach out with any questions.

    • Initial Complaint

      Date:10/04/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I found a truck on the website your website. 2024 RAM 1500 Big Horn/Lone Star stock#J246136. I was interested in buying this truck and contacted the dealership and they sent me this response.We wanted to apologize for the price discrepancy on CARGURUS on the 2024 RAM 1500 Big Horn/Lone Star stock#J246136. The truck was a conversion vehicle and the price was not correct on the 3rd party company's website. Our best price for you is attached. Then here is your response I have received from you: Hi Chole,Please note that we do not allow dealers to advertise prices contingent on down payments, financing or limited incentives. We also do not allow dealers to exclude charges for add-ons if they are not optional.We will investigate this listing and review this dealers vehicle prices overall to evaluate their compliance with our policy. If you have a screen shot of any correspondence with the dealer regarding the pricing of the vehicle, that would be helpful as well.CarGurus only publishes prices that we receive from the dealer so we appreciate it when these types of things are brought to our **************,CarGurus Support Which I am still without this truck and it was listed on your website for $59k and they are trying to sell it to me for over $80k. I sent the email to the dealership which showed the price, stock # and vin number with this price showing for $59k. I have reached out through email and phone asking for someone to call me without a response. This issue has been going on Since September 25th.

      Business Response

      Date: 10/08/2024

      Hello Chloe, 

      Thank you for following up with us. CarGurus serves as a conduit to connect buyers and sellers. As such, Im afraid we are unable to assist in remediation on individual cases. 

      However, we certainly appreciate you bringing this to our attention. It will allow us to monitor for any additional reports and take necessary action should we determine the dealership is in violation of any of our policies. 

      Best regards,
      CarGurus Support

      Customer Answer

      Date: 10/08/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

        This is the email I received from them by email today:  

      Consumer Support 
      11:38?AM (19 minutes ago)

      Hi there.

      Thank you for this information. We are sorry to hear about this experience. CarGurus lists vehicles on a page set up by us with all the information provided by the dealer we do not alter prices or information on their listing page. If a dealer has a price to change we advise them to call us to update the pricing.  Each dealer has representatives who are aware of how to reach out to us regarding any changes on their page. We expect the dealership to honor the prices they have listed and some may be more diligent than others to update us on change. The sale is between the dealer and the buyer we would not be able to force dealers to this pricing however we can look into the dealer and their practices with the information you supplied about your interaction.

      Best
      CarGurus Support

       

       

      I HAVE ASKED THEM TO CALL ME SEVERAL TIMES AND THEY WILL NOT CALL

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Chloe

       

       

      Business Response

      Date: 10/21/2024

      Hello Chloe, 

      Thank you for following up. Please note that vehicle information is provided by the seller or other third parties; CarGurus is not responsible for such information so we recommend continuing to work with the dealership to arrive at a resolution. 

      Best regards,

      CarGurus Support

    • Initial Complaint

      Date:09/09/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've sold a couple of cars through CarGurus over the last 5 years. The cost to list a car for sale by owner was $4.95 and if the car doesn't sell, the listing could be extended for another month until the car sells. There was no limit to the amount of times a listing could be extended. In June / July of 2024, CarGuru change their policy and they do not allow the sale of vehicles privately. Due to the change in their policy, I was not able to extend my listing as advertised. My automobile was not sold.I'm requesting a refund of $4.95 due to CarGurus not complying with their own terms. Attached is a comment from CarGurus's site. Since the change, I was not able to find the previous terms.The email address associated with the account is ************************* and my Username is Vette4Lif

      Business Response

      Date: 09/09/2024

      Hi there,

      Thank you for reaching out to us. We have issued a refund for the amount of $4.95.  Depending on your bank, you should see the change reflected in your account within the next few business days. Please let us know if you have any additional questions.

      Best regards,

      CarGurus Support 


      Customer Answer

      Date: 09/09/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.I have not received any refund credited to my AMEX

      FAQ

      Regards,

      *****

       

       

    • Initial Complaint

      Date:09/04/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to cancel my account with ******************** for 2 months. They keep billing us and are impossible to get a hold of

      Business Response

      Date: 09/10/2024

      Hi there,

      Thank you for reaching out.  We sorry to hear that your experience was not a positive one.

      For cancellation requests, please reach out to us at ********************************* 

      If you would like to work with a different representative to go over the terms of your contract, please do not hesitate to reach out to us at **************.

      Best,

      CarGurus Support 

    • Initial Complaint

      Date:08/26/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our dealer began the sign up process with this company and only after a two-three days we discovered an issue that requires us to cancel. We have not yet received any services nor have made any payment. We are requesting to cancel however this company will not comply.

      Business Response

      Date: 09/05/2024

      Hi there,

      Thank you for reaching out.  We sorry to hear that your experience was not a positive one. If you would like to work with a different representative to go over the terms of your contract, please do not hesitate to reach out to us at **************.

      Best,

      CarGurus Support

    • Initial Complaint

      Date:07/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dealers on your site are defrauding people. I was told that there are a few dings and that everything else was in good working order. The seat was broke, the whole bedside was smashed in and hidden in the pictures. Nail polish was used to cover up missing paint, radio doesn't work, and it doesn't stop there. Please verify the dealers your letting use your platform.

      Business Response

      Date: 08/05/2024

      Hello,

      Thank you for reaching out to report your experience with this dealership. At CarGurus, we believe in full transparency between buyers and sellers so we appreciate it when we are made aware of these issues.

      While we are unable to provide remediation for individual cases, our team would appreciate if you could reach out to us at *************************************** with any details you can provide so that we can look into the dealerships current practices and monitor for similar reports. Helpful details include the following:

      -The dealerships name and location
      -The VIN of the vehicle in question or a link to the listing on CarGurus
      -A description of the incident
      -Any documentation (Bill of sale, price quotes, email/text correspondence, etc.)
       
      Should we determine that the dealership is in violation of any of our policies, our internal team will take the necessary actions.

      Were truly sorry to hear about your experience and we thank you for your understanding.

    • Initial Complaint

      Date:07/23/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was pitched by there sales team to sign up and was promised big rewards of solid customer leads in exchange for a $1200 a month charge for services, which is the highest in the automotive industry by almost double. I agreed and was told to try it out and I did. However we did not see the results that was promised not one lead turned into a positive revenue customer, not one even responded or communicated back with us. I requested multiple times to cancel and then i saw the charge go through on my account again, I flagged my account as i did cancel this and i emailed back the company they responded with a contract that i had signed? I felt that i was baited into this and now I am unable to get out of it? Please assist.

      Business Response

      Date: 07/30/2024

      Hi there,

      Thank you for reaching out. 

      We are sorry to hear that your experience was not a positive one.  If you would like to work with a different representative to go over the terms of your contract, please do not hesitate to reach out to us at **************.

      Best regards,

      CarGurus Support

      Customer Answer

      Date: 07/30/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

    • Initial Complaint

      Date:07/22/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Account manager ********************* stated one thing and charged us another.

      Business Response

      Date: 07/30/2024

      Hi there,

      Thank you for reaching out. 

      We are sorry to hear that your experience was not a positive one. If you would like to work with a different representative to go over the terms of your contract, please do not hesitate to reach out to us at **************.

      Best regards,

      CarGurus Support 

    • Initial Complaint

      Date:07/18/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an auto purchase from Cargaru dealer Autobay at *********************************. The purchase contract did not contain shipping charges and the ** *********************** said they were included. I received the car I traded mine for with paint damage to both doors. Auto bay claimed it was done in shipping and to get an estimate for repairs and they would take care of it. I did that but now Autobay wants to subtract shipping charges from the charge to repair the doors. I have a bill of sale that does not mention shipping charges. Also picture of the paint damage, contracts for shipping charges ordered by Autobay and repair estimate. This dealer is trying to recoup money from me to cover the damage by the shippers he contacted.

      Business Response

      Date: 07/22/2024

      Hi there,

      Thank you for reaching out with your report of this dealership. We are very sorry to hear your experience was not a positive one and our team will be taking a closer look into this dealership.

      We do take corrective action against dealers on our platform when repeated violations of our policies are found. This report will be referred to our dealer integrity team who will investigate and monitor for similar reports. 

      We recognize that this may be frustrating and appreciate your understanding in this matter. If there are any other questions we can answer, please dont hesitate to reach back out to us.

      Best,
      CarGurus Support

    • Initial Complaint

      Date:06/18/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a car that was listed on carguru.com. and the dealership is committing fraud. The vehicles are not listed correctly on car guru nor are they safe to drive. Top tier auto needs to be removed from car guru

      Business Response

      Date: 06/24/2024

      Hi there,

      Thank you for reaching out to us at CarGurus with your report regarding this dealership.

      If you could reach out to us at **************************************** our team would like to gather a few more details of your experience with this dealer.  We do take corrective action against dealers on our platform when repeated violations of our policies are found. 

      We appreciate your understanding in this matter. If there are any other questions we can answer, please dont hesitate to reach out to us.

      Best regards,
      CarGurus Support 

      Customer Answer

      Date: 06/27/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Jordan

       

       

    CarGurus, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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