Complaints

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

close

Find a Location

CarGurus, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CarGurus, Inc.

  1001 Boylston St 16th Floor Boston, MA 02115-1829

  
• 

  Auto List, Inc

  332 Pine St Ste 300 San Francisco, CA 94104-3218

  
• 

  Auto List, Inc

  332 Pine St Ste 300 San Francisco, CA 94104-3218

  
• 

  Auto List, Inc

  332 Pine St Ste 300 San Francisco, CA 94104-3218

  

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.

• Initial Complaint

  Date:01/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Over the last 8 days, I have had what I would consider a horrifying and fraudulent experience with CarGurus. I have left multiple messages with *********************, your customer integrity representative, and have not received a call back. Last Thursday, I submitted an application to receive an offer for my vehicle. I received an email with the offer, but could not save and upload my documents. I called support and THEY CONFIRMED that my email offer was an official offer (they even had me resubmit the application and I received the same offer again), and that the escalation team would help me execute the offer. After 8 days of painful phone calls and being transferred to multiple departments and voicemail boxes to try and chase down someone to help me (hours and hours on the phone), I was ultimately told that the offer would not be honored, blaming a technical issue. Holding aside the absolutely horrific support experience, this is absolutely wrong and your company should be accountable for the offer that was provided AND RECONFIRMED. You simply can not do this to people. I have documented my experience meticulously. The offer attached should be honored, as it was reconfirmed as an official offer by your company.

  

  Business Response

  Date: 01/20/2023

  Hello there, We apologize for the experience you had when trying to sell your vehicle through CarGurus. Please note that the correct offer was shown on our site when you initially input your vehicle information but a technical error occurred when sending out the automated follow-up email which contained an incorrect offer. The number in that email was never a valuation of your vehicle so we were unable to honor that price.
  
  We understand there was some confusion in how this was communicated and we will take your feedback towards making improvements at the customer support level.

• Initial Complaint

  Date:10/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There website is designed to prey on people. The tell you that you can sell your car on their website, yet there is no actual way to list your car. There tabs to click on only lead to them buying your car for the cheapest trade in value there is. Its predatory.

  

  Business Response

  Date: 10/21/2022

  Hello there,

  
  Thank you for reaching out to us!

  
  With the release of our ********************** product, if you go to the Sell My Car tab at the top of our home page you will see two options you can choose from.
  The first option is to sell your car for free through our offer service. We generate you an offer for your vehicle, pick up your vehicle directly from your home, and transfers the funds from your offer once the vehicle is picked up. Youll be taken to a page that asks for your cars specs such as make, model, trim, transmission, VIN, etc.

  
  The second option as you scroll down the page, is to list and sell your vehicle yourself on our private seller platform which is also in the Sell My Car page.  By scrolling down on the page, you will see a red vehicle that states Prefer listing your car on CarGurus? Just like the first option you will be taken to a page that asks for you cars specs such make, model, trim, transmission, VIN.

  
  Please note that there is a one-time $4.95 fee per listing which includes a 30 day listing period.  While listings do expire after 30 days, you have the option to re-new your listing free of charge. Please note that if a listing has been closed for more than thirty days, it will be fully removed and a new listing will have to be created.

  
  I hope this helps clarify!

• Initial Complaint

  Date:09/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  we owned a small family dealership, and due to the car inventory shortage, staff shortage, and inflation , we can't really keep our doors open for long anymore. we always advertised with cargurus for years and we never missed a payment. i do have a contract in place with them thru 03/01/2023 but due to lack of inventory and lack of funds i won't be able to pay the remainder of my contract. so i called cargurus on 09/19/2022 and tried to cancel my contract but the lady was quick to say NO , that she doesn't care i am closing my doors and that i still have to pay the full amount or the company lawyers will come after me . so i pleaded with her that i am losing my business and that i can pay cancellation fee or an extra month but i can't pay 5 month since i will not be using the platform. so she suggested i pay the contract in full now or the lawyers will go after me . I am just asking for a break here , i am losing everything !!! the lady was truly nasty with me and she literally said that she doesn't care that what i am going thru . my dealership name is : *************** ******************************************************************************************************* i am just trying to end on good terms , but it looks like it won't be the way .

  

  Business Response

  Date: 09/29/2022

  Hello there,

  
  Thank you for reaching out and bringing this to our attention.

  We do apologize for the poor experience you received and will be exploring this matter further.  We have reviewed the terms of your subscription, and since the contract is valid through March 1, 2023, we are unable to take any actions on our end to remove or amend the additional cancellation fees. If you have any other questions about the terms of your agreement or concerns with your service, we encourage you to contact our team directly at **************.

  
  Thank you for your understanding, 

  Customer Answer

  Date: 09/29/2022

  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:09/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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'm a private owner, they advertise to pay extra for top first page showing and did the process, then the car shows in page 42. Only dealers with bad reviews and false advertising dealers in first pages.

  

  Business Response

  Date: 09/07/2022

  Hi there,

  thank you for reaching out to us! 

  Unfortunately, we were unable to locate a listing with the email address you had provided in your message.  If you could please email your VIN # to **************************************** we'd be happy to take a closer look as to why your listing is not featured.

  
  With that being said, we encourage you to check out this article https://cargurus.helpscoutdocs.com/article/147-feature-private-listings and see if your vehicle may not have qualified for the featured listing service after purchase. 

  If this is the case, you will see the charge of $19.99 drop off of your account within the next few business days.

  Thank you for your understanding,

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Car Gurus is a website for buying and selling cars. I have used the app in the past but for the past 8 months i have been having technical difficulties with my account. Pretty much, i send a message to the user, and the messages aren't being sent on my end and received by the other user. I found a car i really wanted but no way to contact the person. I made multiple accounts as suggested, i tried a different ip address also suggested online, i called customer service, and emailed the department, but they refuse to help me. It's been 9 months and the problem still occurs. They just told me finally my account was flagged for something and they can't reverse it. I don't know why it was flagged, but even if it was, i have made different accounts and the problem still exists. They told me multiple times they would call back but never have. Also, now stopped responding to my emails.

  

  Business Response

  Date: 09/01/2022

  Hello,
  
  Thank you for reaching out and bringing this to our attention.

  As a protection measure, we do limit the amount of leads that a user can send to a private seller within a certain period of time so non-private entities do not spam our sellers.
  
  It looks like your account was flagged by our automatic filters and I'm afraid this cannot be removed at this time.
  
  We do apologize for any inconvenience and understand that this may be a frustrating setback. As we continue to grow and develop our platform, we do rely on user feedback to drive improvements to the user experience.
  
  If you have any additional questions, please do not hesitate to reach out to us at *****************************************************************

  Customer Answer

  Date: 09/01/2022

  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.]

  I have received this exact same message through Car Gurus customer support. They asked me to make a new account and I have done that and messages are still not being sent. They said they will forward the problem over to Tier 2 team and they will give me a call in about an hour. That never happened. I have not spammed any messages either so this makes no sense whatsoever. 

   

   

   
  
  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,

  Raafay

   

   

  

  Business Response

  Date: 09/28/2022

  Hello,

  
  As mentioned in our first response, your account was flagged by our automatic filters and unfortunately, it cannot be removed at this time. While we do understand this is a frustrating setback, we hope to make improvements within our automatic filters in the future.

  
  Thank you for your understanding.

  
  Best regards,

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2006 ***** Civic EX on august 9, 2022. I purchased it through CarGurus. The middle mans name is ***. I paid cash $5500. And the woman who owned the car gave me the pink slip. I registered the car with DMV. They gave me receipts of all the work that was done but there is no receipt for the newly replaced windshield. I took the car to ***** because there is no seal around the windshield (only spacers). The cost to put those on is $566. I feel like I was set up by *** and the owner because her phone number is blocking me. I have no phone number for ***.

  

  Business Response

  Date: 08/25/2022

  Hi there,

  
  Thank you for reaching out to us and bringing this to our attention.

  
  We do understand that an experience such as yours can be frustrating. We work closely with our dealerships and private sellers to ensure that CarGurus listings are as accurate as possible; however, we ultimately rely on the sellers to provide us with information regarding their vehicles.

  
  I'm afraid we do not provide any post-purchase assistance as we function as a vehicle listing service. However, user feedback is very important to us. As such, your report regarding this listing will be taken into account as we continue to improve our platform and the systems by which we receive inventory information.

  
  Best,

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 typed in "Sell my car for free" intro ****** search. CarGurus.com was listed on the first page as advertising a "Free Listing". After all of my information was put in, which took about :30, it indicated that there would be a fee of $ **** to list it. Who spends a half hour of their time to get something free only to get to the very end and say to themselves "I would have NEVER filled all of this all out knowing I had to pay in the end. You'll notice in the search "Free listing" and the page in which I had to pay.So how many people actually complain? My guess is very few. I could ask for my $ **** back and all that would happen is that I'm happy, they don't get a **** on their business and their bait and switch continues. So I am asking for Not only the false advertising and my time it took to fill out all of their information but to add an additional cost as far as them realizing that they shouldn't do this, not matter what their "fine print" *** say. If it's in there at all. I'll file a class action suit for them to discontinue this obvious fraud if not compensated for the amount I am asking.

  

  Business Response

  Date: 08/22/2022

  Hello there,

  
  Thank you for reaching out to us!

  
  With the release of our ********************** product, if you go to the Sell My Car tab at the top of our home page you will see two options you can choose from.

  
  The first option is to sell your car for free through our offer service. We generate you an offer for your vehicle, pick up your vehicle directly from your home, and transfers the funds from your offer once the vehicle is picked up. You'll be taken to a page that asks for your car's specs such as make, model, trim, transmission, VIN, etc.

  
  The second option as you scroll down the page, is to list and sell your vehicle yourself on our private seller platform which is also in the Sell My Car page. Just like the first option you will be taken to a page that asks for you car's specs such make, model, trim, transmission, VIN.

  
  Please note that there is a one-time $4.95 fee per listing which includes all the benefits of checking out with CarGurus Pay! The $4.95 fee was added so that sellers could use our secure checkout platform when completing the transaction.

  
  I hope this helps clarify!  If you have any additional questions please do not hesitate to reach out to us at *****************************************************************

  Customer Answer

  Date: 08/27/2022

  I invite anyone from the BBB to use the site and see what happens.  I did click on the ***** listing.  

   

   

   

  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:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  June 2022, I went through Cargurus website to cancel my subscription. They clearly lay out the steps you have to take to cancel the subscription. I followed the process and was sent an email from a representative that they had been forwarded the request and were taking care of it. I was billed again, and just thought I probably had to give 30-day notice. I did email them again, just to bring it to my representatives' attention, then another charge for July, then an August charge. I called in and could never get any help from the company or a call back until I hit the button on the phone to make a payment. They of course answered then. I was told that even though it has a step-by-step process for car dealers on the website, that is not how you cancel a subscription. I was also told that even though my customer rep reached out to me and confirmed they received the cancellation that he was under no obligation to tell me I did it wrong or help me any further. I have had several dealers tell me not to do business with this company and now I realize why. I have followed the process that the very nice **** pay rep told me to follow. I have sent in my cancellation again, and although I asked to be transferred or given contact information for my rep's direct supervisor, they would not give me any such information. I assume he had been told not to under any circumstance. At least he was polite, the first person I talked to told me she would send me a copy of my contract to prove to me I was the one that was wrong, and regardless of what anything on their website says or any employee of theirs that had helped me, it was my fault and there was nothing they could do for me. I know we sign contracts and I know everyone should look them over, but what kind of company has a fake cancellation area on their website and gives false information they are taking care of everything in an email? I would assume a company that would like to keep taking their customers money.

  

  Business Response

  Date: 08/11/2022

  Hi there,

  
  Thank you for reaching out to us.

  
  We do apologize for any miscommunication you had received regarding cancelling your contract.  We can confirm that the account has since been cancelled. The cancellation effective date is 9/3/2022.

  If you have any additional questions about the terms of your agreement or concerns with your service we encourage you to contact CarGurus ****************** at ************ or *********************************** with any questions.

• Initial Complaint

  Date:05/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We are a business, ***** ********** **** I signed up with an account with Cargurus in 2021. The account was a month to month, no contract agreement. I have all of this in email with the account executive that signed me **. Well, I cancelled at the ** October of 2021, following their guidelines for cancelling, and was charged again in December. I followed ** and they stated I was in a contract through March of 2022. The account executive that signed me up told collections and her manager that was incorrect, that I was in a month to month. They went against her, even after all of the email documentation and the fact that their own employee was telling them it was her error. They are now trying to collect and threatening to send to collections.

  

  Business Response

  Date: 06/01/2022

  Hi there,

  Thank you for reaching out to us.

  We do apologize for any miscommunication you had received regarding your contract.  While we were willing to opt your business out of the contract once the error was identified, since your account was active and the inventory was generating leads for the month of December, we are not able to offer a credit.If you have any additional questions about the terms of your agreement or concerns with your service we encourage you to reach out to your representative.

  Best,

• Initial Complaint

  Date:05/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 marketing with cargurus as a car dealership and i was paying 340 a month i called 4 month ago to get better result with my ads but **** told me if i go with them and pay **** a month i will be good and sell more cars now he stopped my ads because of a personal problem i dont get no calls or leads from cargurus you will pay money for nothing and they dont care even to help no manger want to call us been a 3 weeks begging for someone to call me for me know how they charged me for nothing or they cant help with nothing

  

  Business Response

  Date: 05/27/2022

  Hi there,

  Thank you for reaching out to us and bringing this to our attention.

  We have reached out and can confirm that you have since been in contact with your account owner to work through your questions and concerns regarding your account. We encourage you to keep working with your person of contact should you run into any further questions moving forward.

  If you have any additional questions about the terms of your agreement or concerns with your service please do not hesitate to contact our team directly at **************.

   Best, 

  Customer Answer

  Date: 05/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************