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:02/22/2023

  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 visited this dealer in search of a Land Rover as the one the had online through CarGurus. I was told to test drive it and to let the sales guy know of any concerns/problems. I did mentioned the driver side view mirror and the lock on the same side. I also mentioned the trimming on the hood was lopsided, the managers answer was, I rather send the car to auction then fixing that. Then I asked if there's anything else that I'm not aware wrong, I was told no by him. They had me come back so I can hand my car ****** to them and they handed me an inspection document showing what passed on the the car and what it needs. It turned out the car needs like $5000 in repairs. They did not produced this document till after I signed off my trade and $4000 in cash. They also told me today, 02/18/23, that I need to come back again before my DMV appointment to pick up ****** for the new purchase because she didn't know the appointment day which I did texted to the sales person. So. I asked her if I could cancel the deal, she said yes, and as upset as I was, I left, not a happy person. I got a migraine caused by me keeping my cool and not making a scene. These dealers do not care to please a gd customer, at least that has been my experience.Key ******* you get a -20 from me. ????

  

  Business Response

  Date: 02/22/2023

  This sale did not happen. The customer did not purchase from **. 

  

  Business Response

  Date: 02/28/2023

  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.
  
  While we are unable to provide remediation for individual cases, our team does appreciate the details you provided so that we can look into the dealerships current practices and monitor for similar reports.
   
  Should we determine that the dealership is in violation of any of our policies, our internal team will take the necessary actions.
  
  We also encourage our shoppers 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.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.

• Initial Complaint

  Date:01/16/2023

  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.

  Advertises SELL YOUR CAR ITS FREE 100%ONLINE ITS NOT FREE, **** ISNT FREE

  

  Business Response

  Date: 01/19/2023

  Hello there,
  
  Thank you for reaching out to us!
  
  With the release of our CarGurus Offer 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 through our offer service, where 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. This is free of charge.
  
  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. Your listing will be active for 30-days and you will be able to extend your listing as many times as you need.
  
  This option gives you a bit more flexibility to sell your vehicle at your own pace and set the price on your listing. With that said, CarGurus does not guarantee any minimum number of ad impressions or exposures, leads or any sales as a result of your use of the Services.
  
  If you have any additional questions, please do not hesitate to reach out to *****************************************************************
  
  All the best,

• 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!