Complaints

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

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  CarGurus, Inc.

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

  
• 

  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:07/18/2024

  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 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:

  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 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

   

   

• Initial Complaint

  Date:06/18/2024

  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.

  These cars were advertised on CarGurus, which I proceeded to purchase these vehicles. In both cases, the dealership said they were not obligated to respect the listing because the price was not the actual price. Meanwhile, I went through all the proper channels to purchase these vehicles on the website. It seems that they are committing fraud. I feel as a consumer I was being targeted and misled.

  

  Business Response

  Date: 06/24/2024

  Hi there,
  
  Thank you for reaching out with your report of this dealership.
  
  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.
  
  If you could reach out to us at **************************************** we'd like to gather a few more details regarding your experience. We will then investigate the 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 attention.
  
  Best,
  CarGurus Support
  

• Initial Complaint

  Date:06/10/2024

  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.

  In April 2024, I submitted my car for sale and received several offers. The CarGurus suddenly demanded a photo of my car with the letters that they provided and the door open. Despite the open deadline (until mid-June), I promptly made several attempts to provide the requested images. Regrettably, my listing was suddenly and abruptly removed on the basis that both headlights were not visible, along with all the leads I had worked hard to gather over the past month. Everything was through their messenger.I was informed that the system operates automatically, everything is removed after three attempts and there is nothing they will do to help me get in touch with the particular potential buyers whom I mentioned This loss not only affected my efforts but also impacted my counterparts. I made every effort to resolve the situation, even reaching out to their CEO and other officials but it was ignored, It is incredibly disheartening.

  

  Business Response

  Date: 06/18/2024

  Hi there,
  
  Thank you for reaching out to us in regards to your issue with the photo verification process. Yours is definitely a valid concern!
  
  Verification requests can be triggered automatically by numerous factors including but not limited to: price changes, edits on the listing photos/attributes, or market shifts in your local area.
  
  Unfortunately, if the verification photo is submitted more than 3 times incorrectly, the listing will be removed.  
  
  We understand the inconvenience and have issued a refund for the previous listing as well as your newly created one. 
  
  If you have any additional questions, please do not hesitate to reach back out to us at ***************************************************************** 
  
  Best regards,
  CarGurus Support 

  Customer Answer

  Date: 06/18/2024

  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. 

  I asked specifically to provide me any ability to contact two specific potential buyers, identified by the nicknames, which they suppose to have in their users' database. Their resolution does not address arbitrarineess (withoy warning) and unpredictability of their removal and my loss of potential buyers.
  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,

  *********

   

   

  

  Business Response

  Date: 07/22/2024

  Hi there,

  Thank you for following up.

  We're truly sorry about your experience. Our policies are in place for security purposes, and we are always looking to make adjustments to improve customer experience.  If you have any additional concerns, or feedback, please do not hesitate to reach back out to us at *****************************************************************

  Best,

  CarGurus Support

• Initial Complaint

  Date:06/04/2024

  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.

  Cargurus lead me to a dealership in ** because I found a car on its website. The car listed price around 8k and I spoke with the dealership directly got additional info on the car, reviewed the businesses website Peak Dealership in **, its reviews and all of the info listed on the car. I was told verbally and it was advertised, and all info on the car was listed as good condition, no issues, drives well and a 2yr warranty. My deposit and paperwork was done all electronically and via phone communication and the car was delivered to me in **, since I was unable to travel to find a car and but wanted to go through a dealership and cargurus to ensure the car was in good condition and I wouldn't have to take the car to get the car checked. Within 24hr of receiving the car on 5/21 I brought it to car shop because of noise when driving and problems 0-30mph. GWC Warranty people denied repairs because I purchased car with $12k in repairs that I was aware of, even though I never drove the car and ALL the info I received on car thru Cargurus and dealer was fraudulent. The dealership said on 5/22 they would take car back or help with the repairs and to take it to another shop, 2nd shop $11,5k and 3rd $9,5k. Dealer stopped communicating by 5/29, and car has been deemed unsafe to drive, especially for my commute to work/school in **. I'm seeking *******'s help with reimbursement of my deposit $1500 and to help get the return of the money I financed for this car $7200 to *********** from the dealership and to get this car back to Peak Automotive and HELP rectify the deception that led to the fraudulent sale of a car via *******'s who lead me to Peak Automotive and who doing business with a deceptive automotive business called Peak Automotive in **

  

  Business Response

  Date: 06/10/2024

  Hi there,
  
  Thank you for reaching out to us and bringing this issue to our attention.
  
  We're truly sorry to hear of this experience and will be taking a closer look into this matter. CarGurus believes in full transparency between buyers and sellers so we certainly appreciate it when these types of things are brought to our attention.
  
  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. 
  
  We also encourage our users to share their experience with the dealerships. If you have contacted the dealer through our website, you will soon receive an email allowing you to leave a review! 
  
  If you have any other questions, do not hesitate to ask.
  
  Best,
  

• Initial Complaint

  Date:06/02/2024

  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.

  We were quoted $45,450 to sell our vehicle with the highlighted dealer being ************** We spoke with ****** ****** over the phone and they also confirmed that price. When we arrived they looked at our car, confirmed it was in great condition, and then quoted us a price a few thousand lower. We were very surprised and when we mentioned Cargurus they said they had nothing to do with the prices listed by Cargurus and they are not associated with what Cargurus does. Nowhere in the Cargurus email does it say anything to make us think the offer would be different. We wasted a lot of time driving over an hour to this dealership only to be told that everything in the Cargurus email was irrelevant and incorrect. We were lied to in the email from Cargurus. We were lied to on the phone by ************** We never would have driven to that dealership if both companies hadn't misled us into doing so. This is a shameful and deceitful way to do business.

  

  Business Response

  Date: 06/03/2024

  Hi there,

  Thank you for reaching out and brining this to our attention. We are truly sorry to hear about this experience.

  Dealerships do have the right to change prices based upon further information about a car, or changes in the marketplace.

  We appreciate you bringing this to our attention, as we can now provide feedback for the dealer, and, more importantly, improve our Sell My Car product to make it better for both sellers and buyers. As we continue to grow, we do rely on user feedback to help drive improvements to our products.

  Thank you for your understanding,

  Customer Answer

  Date: 06/03/2024

  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. 

  The response does not address the fact that the dollar amount is presented as an offer, even including a supposed expiration date. And the email does not include anywhere that the amount can be changed due to the marketplace or any other disclaimer about the offer being changed when you arrive at the dealership. It is presented as an actual amount at that specific dealer. This is misleading and deceptive. The business' response does not address how they will handle any of this and when it will change.

  In addition, the dealership I went to claimed they had no obligation to offer that price, so there is very clearly a disconnect between what CarGurus is saying in their email and the reality at the dealerships. I would like this addressed and explained.

  Regards,

  *******

   

   

  

  Business Response

  Date: 06/05/2024

  Hello,
  
  Thank you for following up. 
  
  Per our Terms and Conditions, any offer from a Participating Dealer is subject to a verification inspection and may be changed upon such inspection. Participating Dealers are not owned or operated by, or affiliated with or acting on behalf of, either CarGurus or CarOffer. CarGurus, CarOffer, and their affiliates expressly disclaim any liability resulting from an adjustment of a Participating Dealer's Offer or refusal to accept the vehicle by the Participating Dealer(s).
  
  Please feel free to access this link to see more information regarding our Participating Dealer Offers: ***********************************************************
  
  If you have any additional questions, please do not hesitate to reach back out to us at ***************************************************************** 

  Customer Answer

  Date: 06/05/2024

  None of this information is made clear in your emails to me or other customers. Your emails are deceitful and misleading. You do not include any of this relevant info. In addition, I was lied to on the phone by the car dealership who was aware of your quoted number and said they would honor it. You and the dealerships are working together to deceive customer on a mass basis.

  Regards,

  *******

   

   

• Initial Complaint

  Date:05/29/2024

  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.

  THE COMPANY CARGURUS IS DENYING SERVICES DUE TO AN ACCOUNT HOLD ON MY BUSINESS LOCATION. CARGURUS HAS OPENED OTHER ACCOUNTS UNDER THE SAME ADDRESS WITHIN A MONTH AFTER I REQUESTED MY ACCOUNT. ********************** REPRESENTATIVES KEEP INSINUATING AND ATTEMPTING TO COLLECT A DEBT ON MY COMPANY. CARGURUS IS HURTING MY REPUTATION DUE TO A MISTAKE ON THEIR ACCOUNTING DEPARTMENT. CARGURUS IS FALSELY IMPLYING AND ACCUSING ME "M&G AUTO SALES" OF OWING MONEY TO THE COMPANY FOR A PREVIOUS TENANT AT THE SAME ADDRESS. THEIR REPRESENTATIVES HAVE FALSELY IMPLIED THAT I OWE MONEY TO THEIR COMPANY AND THAT I SHOULD PAY ANOTHER TENANT'S DEBT.

  

  Business Response

  Date: 06/05/2024

  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 **************.

  Customer Answer

  Date: 06/10/2024

  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. 

  I have contacted Cargurus at the number provided and they keep transferring me to a sales representative and the sales rep keeps hanging up. I have made several attempts to get this cleared and Cargurus does not provide a clear answer. I have left voicemails, and my calls are not being returned. I want to get this cleared from the property and the business. 

   
  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,

  ********

   

   

  

  Business Response

  Date: 06/14/2024

  Hi there,

  
  Thank you for following up.  We're sorry to hear you are running into this issue! Please do not hesitate to give us another call, or you can also email us at **********************************
  
  Best regards, 
  CarGurus Support 

• Initial Complaint

  Date:05/21/2024

  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.

  Aside from lowballing my trade I keep receiving Cargurus emails despite having configured it as not to send email. Cargurus needs to fix their messaging rules.

  

  Business Response

  Date: 05/24/2024

  Hi there,
  
  We went ahead unsubscribed you from all of your CarGurus emails. Please allow the system 24 hours to fully update your subscription changes.
  
  If you have any other questions or concerns, please let us know.
  
  Best,
  

  Customer Answer

  Date: 05/24/2024

  [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,
  
  ***************************

• Initial Complaint

  Date:05/01/2024

  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 found a car that I was interested in: ***** XC90 t6 on CarGurus. The salesperson through ************************ told me there was nothing wrong with the car and that the vehicle was in good shape. Pictures of the car were sent which showed the vehicle was in perfect condition so I signed for the vehicle. The car was delivered on 4/7/24 around 7 p.m. It was shipped from ****** ** to ***********, IN in which I paid $****** to have it shipped. I discovered there was a cracked windshield, right side steering tire wheel bearing was loud, and looked like somebody backed into the left rear fender which caused a dent and the sunroof wouldn't open. The right fog light was loose and a scratch on the liftgate door. I paid ******* for down payment, ****** for shipment and 200 for title exchange.CarGurus website stated that if you buy a car from their website, you have up to 7 days to return the car. I immediately contacted them within 7 days and was informed that they will investigate the matter. They eventually called me back and said it is out of their hands and that they are only a car advertising company. I reminded them what the website stated about the 7 day return., however they did not want to honor that.

  

  Business Response

  Date: 05/10/2024

  Hi there,
  
  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.
  
  Please note that the 7 day return policy is provided by the dealership so this is something that must be worked out with them. 
  
  While we are unable to provide remediation for individual cases, our team appreciates the details you provided so that we can look into the dealerships current practices and monitor for similar reports.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.

  Customer Answer

  Date: 05/12/2024

  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,

  ******

  there website on buying a car says that they stand behind the 7 days return, and they continue to tell me that they have to look in the situation about the car and they waited until the 7 days was up. and i call them several times with this complaint, and they gave me the runaround for three weeks about the car and the way it was delivered. they then claim that they are a advertising company, and they will get in contact with the dealership, and they will let me know. they have returned my deposit back before on a difference car why now, what's the problem now.

   

  

  Business Response

  Date: 05/16/2024

  Hi there, thank you for following up.  The 7 day return policy is a service that is only available at participating dealerships where the details of this service would have been explained at the time of your purchase.
  You had also mentioned that CarGurus had returned your deposit before on a different vehicle. In regards to this previous deposit returned to you in March, CarGurus was able to initiate the refund because the deposit was placed directly on the CarGurus website.  This is known as our Reserservation Deposit Service. Ultimate Motorsport does not participate in this service. We truly apologize for this experience and encourage you to work with the dealer to see if they can provide any additional help with your situation.

• Initial Complaint

  Date:04/23/2024

  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 paid $4.95 twice to try and list my vehicle for sell. The 1st time I had my vehicle listed with photos and everything and I was asked to send a verification photo with a code on my car. So I printed the code in big letters and put on my windshield open my driver side door and took a picture as instructed. I would say an hour after sending the photo to CarGurus my listing for selling my vehicle was removed. So I tried again for the 2nd time and this time CarGurus just took my $4.95 again and now I cannot even list my vehicle or even make a full attempt to do so. I cantacted their support team and they are supposedly having some huge issues that they cannot resolve at the moment and I have to wait 48hrs to receive an email in regards to my refund process. This is unfair to us customers. We shouldn't have to wait 2 days or more to be able to even qualify for a refund especially if CarGurus is having a huge system issue with listing. This has to be handled much better than this and hopefully I get my $9.90 back or I'll have to seek legal actions.

  

  Business Response

  Date: 04/23/2024

  Hi there,

  Thank you for reaching out to us.
  
  We can confirm that your refund has been initiated and you will see the changes reflected in your account within the next few business days.
  
  We sincerely apologize for this inconvenience and can assure you we are taking strides to prevent this kind of thing from happening in the future.
  
  If there is anything additional we can help assist with, please do not hesitate to reach out to us at ***************************************************************** 

  Best regards,
  CarGurus Support

  Customer Answer

  Date: 04/23/2024

  [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,
  
  *********************