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:06/24/2025

  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.

  From the dates of 5/30 - 6/4, I was targeted through social hacking by a lady named ***** ******** who presented herself as a Recruiter/Inviter through Car Gurus to find people for remote part-time work to initiate a process of financially promoting auto products for purchase. The process was methodically walked through on a site: *************************************** where I was given a login platform to do this on. You would use a pool of funds to promote a product which in turn youd get back 1% of the product sale amount and occasional bonuses after completing a set of 20 items or 2 sets max within a day. It seemed legit, but then they would carefully bring up products in a queue that require you depositing your own money into the site in order to get back larger returns on more expensive items. I was coached to do this through Cash App and Bitcoin for an amount totaling $8,110.00 that is stuck in an account with them which they say cannot be released unless I deposit at least $20,000 or more to increase my account status level to where it would then allow me to withdraw money. The extra lure was a supposed high paying sweepstakes bonus that I could get if I put in more money. It took me a bit to realize that it was a carefully plotted scam based on the gambling bug to lure you in to nice returns on minimal money. I have been communicating with them through Telegram under the names: TS ************************ CarGurus. They keep reiterating the same verbiage about how this is their legitimate company policy and have done nothing wrong by trapping my money. Id be happy to send you copies of the chain of communication if can assist with anyway to get my money back. I have records of the funds sent which I pulled from my bank and on the CashApp and ********** apps. I suspect they might be using AI characters as their recruiters which pretend to be someone you can fall victim to believing. Ive attached an image of the home page after logging in.

  

  Business Response

  Date: 06/27/2025

  Hello, 
  
  Thank you for reaching out to us at CarGurus Support and sharing your situation. 
  
  Please note CarGurus is not affiliated with the website you had provided.  We have flagged this with our team as well so they can take a closer look into this matter.
  
  Here are important steps you can take to help protect yourself and address what has happened:
  
  -Immediately stop all communication with the scammer. Sometimes, scammers will contact you pretending to be investigators or officials, claiming they can recover lost funds for an additional fee. These offers are also fraudulent and should be ignored.
  
  -Contact your bank or financial institution right away and report any transactions related to the scam as fraudulent. While recovery is not always possible, reporting the incident helps create a record and may assist with further action.
  
  -Consider placing a freeze on your credit with the major credit bureaus. This helps prevent unauthorized accounts from being opened in your name.
  
  -Report the scam to the appropriate authorities:
  The ************************ (***)
  The ******************************* (IC3)
  The platform where the scam originated (such as LinkedIn, Glassdoor, etc.)
  
  -File a report with your local police department. This can be helpful for documentation and further investigation.
  
  We hope these steps help guide you as you work to resolve this situation. If you have additional questions or need further assistance, please let us knowwere here to help.
  
  Best,
  CarGurus Support
  

• Initial Complaint

  Date:05/22/2025

  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 repeatedly advertises wrong cars with wrong prices. When I get to the dealer they say they dont have what CarGurus has listed. Switch and bait.

  

  Business Response

  Date: 05/23/2025

  Hello,

  Thank you for contacting CarGurus and taking the time to share your experience. We are sorry to hear that you encountered incorrect vehicles or pricing and that the inventory was not available when you arrived at the dealership. We understand how frustrating this can be.
  
  CarGurus works closely with dealers to keep listings as accurate as possible; however, we ultimately rely on dealers to provide us with up-to-date information about their vehicles. Unfortunately, some dealers may not promptly update their inventory or pricing, which can lead to experiences like yours. Please know that we take user feedback seriously, and your report regarding a potential bait-and-switch incident has been logged for review by our team. We will investigate the dealer inventory and take appropriate action if any violations of our policies are found.
  
  If you have links to specific listings you visited, or any documentation showing discrepancies, including correspondence with the dealer, please feel free to email them to us at **************************************** This information would be helpful for our team to take a closer look into.
  
  Additionally, if you contacted the dealer through our site, you will soon receive an email invitation to leave a review of your experience.
  
  We encourage transparency on our platform and work to maintain a secure marketplace for all shoppers. Thank you for bringing this to our attentionyour feedback is important.
  
  If you have any further questions or concerns, please let us know.
  
  Best regards,
  CarGurus Support

  Customer Answer

  Date: 05/23/2025

  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 # ********. 
  

  The dealer supplies you with the *** number and you should verify that the *** number coincides with the item listed. The dealer can list a *********** yet give you pics of a Malibu! Will you just list it cause the dealer said so! Its lame and need financial compensation for misleading me and causing me to spend money and time going to the dealer.

  
  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: 06/04/2025

  Hi there,
  
  Thank you for following up.
  
  User feedback is important to us. As such, your report regarding the availability of this vehicle has been recorded and our team will be investigating the dealer inventory. 
  
  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, please do not hesitate to reach out to us at *****************************************************************
  
  Best,
  CarGurus Support 
  

  Customer Answer

  Date: 06/04/2025

  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:05/19/2025

  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 submitted a request to sell my vehicle to CarGurus and submitted all of my documents for them to refuse the car at the end of the process. They refused to talk with me or give me an explanation to why my car was declined after the entire process was completed. I believe this is a scam and want other citizens to be aware of the process.

  

  Business Response

  Date: 05/22/2025

  Hello,
  
  Thank you for reaching out to us at CarGurus Support 
  
  It appears this offer was canceled due to unresponsiveness. A CarGurus agent had reached out asking for a 10-day pay-off letter. They emailed and called without any response and after a certain amount of days, the offer will automatically be cancelled.  With that said, please feel encouraged to submit your vehicle information again to create a new offer if you have not already.
  
  If you have any additional questions, please do not hesitate to reach out to us at *************************************** or 1-800-CAR-GURUS.
  
  Best,
  CarGurus Support 

  Customer Answer

  Date: 05/24/2025

  
  
  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 #********. 
  
  Regards,
  
  ****** McLeanRandall 

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising 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.

  *May 7th, 2025.*Re: Lead Submission from CarGurus Yahoo Inbox Empire auto sales From: *************************** To: ****************** Wed, May 7 at 12:08 AM Please call us for a scheduled appointment ********** On Wed, May 7, 2025 at 00:06 CarGurus Customer Lead <***********************************************************************************> wrote:Please reply back to consumer using contact information below. Lead Submission from CarGurus By using information contained in this email you agree to our terms and conditions. Contact First Name: ***** Last Name: ***** Email: ****************** ZIP code: ***** Comments: ***** would like to schedule a test drive for this vehicle Transcript: (Consumer): Test Drive (Agent): Thanks for contacting CarGurus! This session is being transcribed for quality purposes. What is your email address? (Consumer): ****************** (Agent): Thank you! The dealer will be reaching out to you as soon as possible. (CarGurus IMV: $9,687 / Deal Rating: Great Deal / Is From Shippable Listing: No) Listing VIN: ***************** Vehicle: 2015 ***** CR-V EX FWD Stock Number: N/A Listed Price: $7,995 CarGurus Instant Market Value: $1,692 Below CarGurus IMV of $9,687 CarGurus Rating: Great Deal Is From Shippable Listing: No View Listing on CarGurus Seller Dealer Id: ******* Name: Empire Auto Sales Address: *************************************************************************************************************. You can contact your dedicated CarGurus Dealer Relations representative at 1-800-CARGURUS Lead Date: Sent by CarGurus on May 7, 2025 3:06:22 AM EDT. Transaction ID With a technology foundation designed to make car shopping better for both dealers and customers, ****************** partners with dealers to deliver informed, ready-to-buy shoppers at a scale that can drive results. 2025 CarGurus, Inc. All Rights Reserved.*Scam. Con artist claimed to be "KJ", manager and owner. I asked for additional staff and he complained that I asked too many questions.

  

  Business Response

  Date: 05/14/2025

  Hi there,
  
  Thank you for bringing this to our attention. We're truly sorry to hear about the experience you had with one of the dealers that lists on our site and we will be exploring this further. CarGurus strives to promote a secure, respectful, and transparent marketplace for shoppers so we certainly appreciate it when we are made aware of these issues.
  
  If you have contacted the dealer through our site, you will soon receive and email with a link to leave feedback on your experience. 
  

  Thank you for your understanding,

  CarGurus Support 

  
  

  Customer Answer

  Date: 05/14/2025

  [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:04/16/2025

  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.

  CARGURUS cont to email me, even tho I have requested on five separate occasions to stop.They email each time they receive email from me but they cont to email **** have blocked them and it goes to SPAM, but its that they cont.

  

  Business Response

  Date: 04/17/2025

  Hello,
  
  We went ahead unsubscribed you from all of your CarGurus emails.  Please allow up to 24 hours for the changes to take place. On the off chance that you continue to receive CarGurus emails, could you please forward an example to us at *************************************** in order for our team to take a closer look into this matter?

  Thank you for your understanding,

  CarGurus Support 

• Initial Complaint

  Date:04/08/2025

  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.

  **** ***** ****** ****** finish the job so i can go home now

  

  Business Response

  Date: 04/16/2025

  Hi there,
  
  Thank you for reaching out to us at CarGurus Support.  Our team would like to learn more about your recent experience with a dealer that lists on our site.  If you can reach out to us at *************************************** , we'd be happy to take a closer look.
  
  Best,
  CarGurus Support 

• Initial Complaint

  Date:03/07/2025

  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.

  Received an offer to purchase my car through the ******** website and their dealer partner Harbor ****** in **************, *** of $4350. The dealership was an hour from my home so I texted them to confirm the price would be honored if my car was as I had described it. I was assured it was a valid offer so I drove to the dealership and was told the Car Guru offer wasnt their offer, they wouldnt honor it, and said theyd give me $2800. After a tough discussion I had to settle for $3000 since I was stuck with the timing of the sale. I contacted both ************* and Car Guru and they both said theyre not responsible for the behavior of the other, meanwhile their bait and switch approach cost me $1350. The transaction took place on 2/22, and the vehicle was a 2008 Saturn Vue XR

  

  Business Response

  Date: 03/10/2025

  Hi there,

  Thank you for reaching out and bringing this to our attention. We are sorry to learn about your experience and do understand your frustration.

  While CarGurus strives to generate a fair value estimate at offer generation, dealerships do have the right to modify offers generated on CarGurus based upon further information about a vehicle or changes in the marketplace. CarGurus is not able to compel a dealer to honor an offer at this time.

  Your feedback will be provided to the dealer and will help us improve our Sell My Car product to make it better for both sellers and buyers in the future.

  We appreciate your patience and understanding.

  Best,
  CarGurus Support

  Customer Answer

  Date: 03/17/2025

  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

  with all due respect, I completely followed your process, received an offer from your company, responded within the timeframe required to qualify for the offer, and presented a vehicle to your buying agent exactly as described in my submission. Market conditions didnt change in 2 days, and the vehicle was in tremendous shape for a 2008 Saturn Vue. When I sent a text to your agent confirming the offer would be honored they responded that it would, from someone that identified themselves as a car guru representative. Your platform only works if it can be trusted, and you have much more leverage to have your partners honor your joint commitment than I do as an individual senior citizen just wanting to be treated fairly.

  thank you for reconsidering your position on this.

   

   

  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,

  *******

   

   

  

  Business Response

  Date: 03/19/2025

  Hi there,

  Thank you for following up.  We do apologize for any frustration this has caused. Per our Terms of Use, Any Offer provided to you through the ************** is subject to the conditions and contingencies identified in connection with such offer. CarOffer or the Participating Dealer, as applicable, are not entering into a binding agreement to purchase your vehicle if and until you have provided all requested information and completed all applicable transaction documentation to the satisfaction of the buyer.  You can find more information here: ***********************************************************

  Thank you for your understanding,

  CarGurus Support 

  Customer Answer

  Date: 03/20/2025

  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,

  *******

  Pointing me toward your T&Cs and basically saying you have no obligations of any kind to honor your platforms basic obligations to provide an offer and honor it if I acted in good faith and delivered a vehicle as described within the timeframe required is incredibly frustrating and honestly insulting. So exactly what did I do wrong to invalidate your offer? And remember I texted the agent 30 minutes before I went to the dealership because it was so far away and specifically asked if the offer was valid if my car was as described on your form. They said YES, what else am I supposed to do in this case?

   

• Initial Complaint

  Date:03/07/2025

  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.

  On Friday, Feb. 21, 2025 I contacted Car Gurus to sell my 2013 ****** 4 ****** limited. I received two offers, one from CarMax (**************, **) for ****** and one from ************ (*********, **) for ******. I contacted ************ and set up the appointment to turn over my car on Wed., Feb. 26, 2025. Upon arrival, they inspected the car and said that they would offer me ****** given some suspension issue that I was completely unaware of although I had the car inspected and brakes repaired on Feb. 2, 2025. I negotiated back to ****** and was told I would be sent a check from "corporate" via overnight mail after 3 business days. The copies of the paperwork did not initially include the final offer and I had to ask for that.After 7 days, I contacted the Hakeem, the salesperson and, at first, he said "check?". After explaining, he said it would be "soon" and that they had to be sure the title was clear before issuing the check. Today, day 9, with no communication or tracking number, I am issuing this complaint since they have both my car and my money and are not concerned. My next step will be to enlist an attorney.

  

  Business Response

  Date: 03/26/2025

  Hi there,

  Thank you for reaching out to us and bringing this to our attention. We are so sorry to learn of this experience and our team would like to explore this issue further. If you could contact us at *************************************** we would like to gather further details. We recommend in the meantime reaching back out to the dealer to understand the status of your payment. 
  
  Additionally, please try reaching out to your consumer protection in your area for more detailed assistance ( Link below)
  **********************************
  
  Thank you for your understanding,
  CarGurus Support

  Customer Answer

  Date: 03/30/2025

  [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:02/19/2025

  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.

  CARGURUS SEND TO COLLECTION OUR DEALER FOR $600.00 WE CANCELLED THEIR SERVICES AND WE GOT AN EMAIL SAYING WE DO NOT HAVE AN ACTIVE ACCOUNT WITH **********************.

  

  Business Response

  Date: 02/20/2025

  Hi there,
  
  Thank you for reaching out. 
  
  We sorry to hear that your experience was not a positive one. To discuss your contractual commitment further please email us at *********************************** or give us a call 1-800-CAR-GURUS.
  
  Best,
  CarGurus Support

• Initial Complaint

  Date:02/15/2025

  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.

  Received a letter dated 2/7/15 on 2/14/25 that Global denied a auto loan application submitted by Cargurus on 1/15/25, application # ********. THIS IS FRAUD. I DID NOT APPLY FOR A CAR LOAN WITH ANYONE, MUCH LESS CARGURUS MARKETPLACE. I DIDN'TG EVEN KNOW WHO THIS COMPANY IS. I'VE CALLED GLOBAL LENDING WITH NO REPSONSE. I CALLED CARGURUS AND THEY JUST STATED THEY FILED A "FRAUD CASE" # ******** AND I WOULD HEAR SOMETHING BY EMAIL. THEY WOULD NOT PROVIDE ME WITH ANY FURTHER INFORMATION.THIS IS FRAUD, FAILURE TO VERIFY THE IDENTIFY OF AN APPLICANT. TAKING ADVANTAGE OF A HARD WORKING, HONEST INDIVIDUAL WITHOUT VERIFING THE PERSON WHO IS IMPERSONATING ME!

  

  Business Response

  Date: 02/19/2025

  Hello,
  
  Thank you for reaching out to us at CarGurus Support.
  
  We have blocked your contact information from being used on our site.  If at any point, you would like it to be unblocked, please reach out to our Support team at ***************************************************************** 
  
  Additionally, we'd encourage you to look through your credit report history to see if there's any activity you did not authorize. You can review your credit reports from the three major credit bureaus, Experian, ********** and Equifax. You can do this by requesting a free credit report from each of the bureaus at ********************** once a year.
  
  To dispute any credit report information, you'll need to contact the credit bureau in whose report you found the error.
  
  We apologize for any inconvenience and thank you for your understanding.
  
  Best,
  CarGurus Support