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:02/03/2025

  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.

  I am writing to file a formal complaint against CarGurus regarding a contract dispute and their refusal to acknowledge the cancellation of my account. On January 21, 25, I submitted a cancellation request to CarGurus, which was acknowledged via email. My initial request, and subsequent communications, clearly explained the reasons for cancellation and provided supporting documentation.i also communicated with a CarGurus representative My original contract was with *************, located at **********************************************. This business is no longer in operation, a fact I have repeatedly brought to CarGurus' attention. The closure of ************** due to circumstances beyond my control (specifically, security reasons and government-mandated closure)Despite this, CarGurus continues to treat the contract as valid and is demanding a cancellation fee of approximately $13,000. This is unacceptable. Their contract stipulates that service fees are due before the beginning of each month. With ************* closed, no service can be provided. Furthermore, their platform does not allow me to remove my card information, and I have explicitly stated that I do not authorize any further transactions. Any such transactions will be considered unauthorized and disputed.I have consistently made timely payments since August 2022 while ************* was operational.I have provided CarGurus with all necessary documentation, including proof of the business closure and my request for dismissal from the *****. Despite numerous attempts to communicate with them, they refuse to acknowledge the invalidity of the contract and continue to demand payment. I feel they are not engaging in good faith and are ignoring the documented facts of this case.I am requesting the Better Business Bureau's assistance in resolving this matter. I demand that CarGurus immediately confirm the cancellation of my contract, cease all billing, and remove my payment information from their system.

  

  Business Response

  Date: 02/13/2025

  Hi there,
  
  Thank you for reaching out. 
  
  We sorry to hear that your experience was not a positive one. If you would like to discuss your contractual commitment further please email us at *************************************************************
  
  Best,
  CarGurus Support

  Customer Answer

  Date: 02/13/2025

  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.]

  I am writing to formally reject the business's response to my complaint regarding the unauthorized charge to my account on February 3, 2025. I have attached screenshots of all email correspondence with the company, including emails to both the account representative and the designated payment email address, as well as a copy of the ***** notice. These attachments provide clear evidence of my attempts to cancel my services.
  The business's claim that they did not receive my cancellation request is simply untrue. As the attached documentation demonstrates, I sent cancellation requests via email . Furthermore, I have also had multiple phone conversations with the company regarding this issue, during which they refused to acknowledge my cancellation and proceeded to charge my account. "I spoke with a representative named [*****] who stated that. its out of her control 
  I request that all further communication regarding this complaint be conducted through the Better Business Bureau platform to ensure a clear and documented record of our interactions. I am requesting a full refund for the unauthorized charge of [$1200] on February 3, 2025, and confirmation of the cancellation of my services.
  Thank you for your time and assistance in resolving this matter. 

  
  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,

  Mahmoud

   

   

  

  Business Response

  Date: 02/20/2025

  Hi there,
  
  Thank you for following up. 
  
  In order to discuss your contractual commitment further please email us at *********************************** or give us a call at 1-800-CAR-GURUS.  We are unable to discuss details of your contract through this specific platform and would like to work with you to reach a plan that works for both parties.
  
  Best,
  CarGurus Support

  Customer Answer

  Date: 02/20/2025

  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.  please give me a call if you would like to talk about our contract , my phone number is ************ , email , ************************ Im available 10am to 5pm Eastern time , i been contact this business to many time and they didn't pick up the phone also i explained my situation to many time and i never get positive response .
  
  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,

  Mahmoud

   

   

• Initial Complaint

  Date:01/27/2025

  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.

  I ahave on three occassions put in the details of our car. All details are correct. The dealers even state that the car was even more than we had detailed. The offers that ******* stated were to high and the dealers wouldn't pay. This happened to three dealers. Like I said the vehicle was even better than expected and the dealers confirm this. All the dealer had the same story about Cargurus. It is unfair for the seller to do all this work and often drive 50 to 100 miles just to be told " sorry your car is beautiful but Cargurus over estimated it's value we can offer ******* less.

  

  Business Response

  Date: 01/28/2025

  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 based on the information inputted, dealerships do have the right to modify offers generated on CarGurus based upon further information about a vehicle, changes in the marketplace, or at their general discretion.

  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

• Initial Complaint

  Date:12/21/2024

  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.

  I came across a vehicle that was improperly listed for sale on CarGurus. Even looking at the pictures in the ad one can tell by the emblems on the vehicle it is not as listed. I then called the local ******* dealer who ran the *** and confirmed that it was NOT a "Cayenne Turbo S" and is just a "Cayenne S." I chatted with a representative from CarGurus who performed a *** search on their end and they also confirmed that it was NOT a "Cayenne Turbo S" and is just a "Cayenne S" and said they would recategorize it under the correct trim. It has been several weeks since that conversation with the representative from Car Gurus and the vehicle is still improperly listed which is misleading to customers. Here is the ad - *************************************************************************************************************

  

  Business Response

  Date: 12/31/2024

  Hi there,

  Thank you for bringing this to our attention. While we rely on dealerships to provide us with accurate vehicle information, we are always checking to make sure these kinds of things don't happen. The listing you are referring to should now be displaying the correct trim. Please let us know if there is anything else we can assist with.

  Customer Answer

  Date: 01/13/2025

  [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. 

  I also want to let the business know that I do understand that with an operation of this nature that it is easy for errors to occur due to vehicles having so many different options, trims, etc. I did contact them directly in regards to this matter previously and the CarGurus representative I spoke with said they confirmed the error and would make the correction, but the correction never occurred which is why I filed this complaint. Thank you for making the correction.

  
  Regards,
  
  ***** Peer

• Initial Complaint

  Date:12/17/2024

  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 was inquiring about a vehicle on the CarGurus website that I was interested in. Being a new buyer I was hoping for a good experience but this has been a nightmare. I filled out all of the paperwork needed for the loan process and was approved for a loan that required a $500 deposit to hold the car. I gave them the money and set up the appointment with the dealership. Once I spoke to the dealership they said I didnt actually qualify and they couldnt offer me the deal. I completely understand that but I asked about my $500. CarGurus stated it was just a hold and would be lifted after 14 days. I waited over 18 days and finally called because I decided to have my car repaired and needed the $500 to go towards repairs. They informed me they took it as a charge, and admitted that they were not supposed to do that. The *** told me it was only supposed to be a temporary hold and that he would get it reversed. I received an email that day stating that my refund will be processed and back in my account within seven business days. It is now been seven business days and I have no refund. When I called them to try to understand where my money is that I desperately need to be able to pay for the repairs on my car and get it out of the shop, they told me that I need to give it at least 10 days even though the email says seven. Upon me questioning the representative about the fact the email said seven he said he could escalate this for me. Im on the verge of losing my job by not having a car because I cant get it out of the shop because I cant pay for the repairs. I just want my money back that does not belong to them. They have acknowledged that it does not belong to them. They just refuse to let me have my money.

  

  Business Response

  Date: 12/17/2024

  Hello Gage,

  Thank you for reaching out to us and we do apologize for any confusion that may have occurred when talking to our support team.

  It appears that your reservation deposit was denied and as a result, the deposit was simply removed from your account because it was never actually charged, but rather canceled.
  

  In cases like this, when a reversal occurs, you won't see a refund credit on your statement. Instead, the original authorization will simply drop off your statement after a certain period of time. Essentially, it will seem as though the entire transaction never took place. Your bank should also be able to confirm this process for you.

  If you are still seeing the $500 deposit being charged on your statement, please reach out to us with a screenshot and we can look into this further.

• Initial Complaint

  Date:12/09/2024

  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 started a small car dealership in ********, **, and registered with the necessary authorities, including the *************************** After opening, we were contacted by CarGurus to subscribe to their services, which we could cancel at any time. They sent us an online DocuSign agreement and assured us that cancellation would be straightforward. However, after two months, we had to close the business due to its failure. Despite repeated calls and emails to CarGurus requesting cancellation, they refused, insisting that we must pay for a full year of service, amounting to over $4,000.We argued that since the business was closed, we should not be obligated to pay for a service for a non-existent business. Upon reviewing their terms and conditions, we found a "misrepresentation" as there was no mention of early termination, nor was there any clear procedure for resolving disputes or complaints. CarGurus failed to provide a grievance management system. Instead, their customer service threatened us with legal action or bankruptcy.We believe CarGurus exploits small businesses by providing misleading contracts, lacking clear termination policies, and having no complaint resolution process. They mislead customers and intimidate them with threats of court action and collection. We request the following actions from the BBB:Direct CarGurus to terminate our contract and stop sending invoices for services, as our business is closed and no longer requires their services.Recommend that government authorities, including the ************************ and the ************************* take action against CarGurus owners, board members, and CEOs for misrepresentation and failure to provide fair and transparent policies.Impose a heavy fine on CarGurus for using unfair trade practices, violating the law, and causing undue stress through threats.Provide any other relief deemed appropriate for this situation.

  

  Business Response

  Date: 12/11/2024

  Hi there,

  Thank you for reaching out to us. Please note that you had opted into a 12-month agreement, and as such, payments continued as scheduled. If your business is no longer operating and you wish to settle the agreement early, you may reach out to ************************************************************* to discuss options.

  Best regards,

  CarGurus

• Initial Complaint

  Date:11/15/2024

  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.

  Car Gurus was only supposed to do a soft inquiry for a preqaulificatiin online. They instead ran multiple hard inquiries for an actual auto loan without my permission. This affected my score drastically. I was informed per the website that no hard pull would occur unless I accepted the loan offer.

  

  Business Response

  Date: 11/19/2024

  Hi *******, 

  Thank you for reaching out to us. We weren't able to locate any applications associated with your email address and we do not partner with all of the lenders in the screenshots you sent. Is it possible you submitted an application with the dealership directly? If there is another email address you may have used, please let us know and we can look into this further.

  Thanks!

• Initial Complaint

  Date:10/31/2024

  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.

  ******* offered us listing service for car sales. We have not agreed with term and quality of service and immediately chargeback payment as unauthorized with termination notice. Still receive invoices for no any service./ Terrible customer relationship... Phone call with collections threats...

  

  Business Response

  Date: 11/01/2024

  Hello Naia,

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

  Please feel free to reach out with any questions.

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising Issues
  Status:

  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 truck on the website your website. 2024 RAM 1500 Big Horn/Lone Star stock#J246136. I was interested in buying this truck and contacted the dealership and they sent me this response.We wanted to apologize for the price discrepancy on CARGURUS on the 2024 RAM 1500 Big Horn/Lone Star stock#J246136. The truck was a conversion vehicle and the price was not correct on the 3rd party company's website. Our best price for you is attached. Then here is your response I have received from you: Hi Chole,Please note that we do not allow dealers to advertise prices contingent on down payments, financing or limited incentives. We also do not allow dealers to exclude charges for add-ons if they are not optional.We will investigate this listing and review this dealers vehicle prices overall to evaluate their compliance with our policy. If you have a screen shot of any correspondence with the dealer regarding the pricing of the vehicle, that would be helpful as well.CarGurus only publishes prices that we receive from the dealer so we appreciate it when these types of things are brought to our **************,CarGurus Support Which I am still without this truck and it was listed on your website for $59k and they are trying to sell it to me for over $80k. I sent the email to the dealership which showed the price, stock # and vin number with this price showing for $59k. I have reached out through email and phone asking for someone to call me without a response. This issue has been going on Since September 25th.

  

  Business Response

  Date: 10/08/2024

  Hello Chloe, 

  Thank you for following up with us. CarGurus serves as a conduit to connect buyers and sellers. As such, Im afraid we are unable to assist in remediation on individual cases. 
  
  However, we certainly appreciate you bringing this to our attention. It will allow us to monitor for any additional reports and take necessary action should we determine the dealership is in violation of any of our policies. 
  
  Best regards,
  CarGurus Support

  Customer Answer

  Date: 10/08/2024

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

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

  Consumer Support 
  11:38?AM (19 minutes ago)
  
  Hi there.
  
  Thank you for this information. We are sorry to hear about this experience. CarGurus lists vehicles on a page set up by us with all the information provided by the dealer we do not alter prices or information on their listing page. If a dealer has a price to change we advise them to call us to update the pricing.  Each dealer has representatives who are aware of how to reach out to us regarding any changes on their page. We expect the dealership to honor the prices they have listed and some may be more diligent than others to update us on change. The sale is between the dealer and the buyer we would not be able to force dealers to this pricing however we can look into the dealer and their practices with the information you supplied about your interaction.
  
  Best
  CarGurus Support

   

   

  I HAVE ASKED THEM TO CALL ME SEVERAL TIMES AND THEY WILL NOT CALL
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Chloe

   

   

  

  Business Response

  Date: 10/21/2024

  Hello Chloe, 

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

  Best regards,

  CarGurus Support

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  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've sold a couple of cars through CarGurus over the last 5 years. The cost to list a car for sale by owner was $4.95 and if the car doesn't sell, the listing could be extended for another month until the car sells. There was no limit to the amount of times a listing could be extended. In June / July of 2024, CarGuru change their policy and they do not allow the sale of vehicles privately. Due to the change in their policy, I was not able to extend my listing as advertised. My automobile was not sold.I'm requesting a refund of $4.95 due to CarGurus not complying with their own terms. Attached is a comment from CarGurus's site. Since the change, I was not able to find the previous terms.The email address associated with the account is ************************* and my Username is Vette4Lif

  

  Business Response

  Date: 09/09/2024

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

  CarGurus Support 

  
  

  Customer Answer

  Date: 09/09/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.I have not received any refund credited to my AMEX
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  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 have been trying to cancel my account with ******************** for 2 months. They keep billing us and are impossible to get a hold of

  

  Business Response

  Date: 09/10/2024

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

  CarGurus Support