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: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,
  
  *********************

• Initial Complaint

  Date:03/15/2024

  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 listed my vehicle with CarGurus on 2/17/24 as well as other sites to gain as much exposure as possible. Other sites were either free or just a few dollars to list. It was effortless and listing was live immediately. I spent the extra money for the feature listing here. Within 24 hours. I couldnt locate the car on the site. I had family check the site from their Own devices and could not locate my vehicle. I contact CarGurus so many times via their text portal. First there were errors, then said to allow more time and apologizing but never fixed my issue. After almost a week of frustration with this I asked to be credited my money back. The person on chat advised me they would credit my money and to allow a few business days. The money was never refunded and getting in touch with this company is impossible. Will never deal with this company again and truly think its a scam. Please review the chat history i had with this company and see for yourself.

  

  Business Response

  Date: 03/19/2024

  Hi there,
  
  Thank you for reaching out to us! We do apologize for this experience. We have issued a refund for the amount of $4.95 and $19.99.  Depending on your bank, you should see the change reflected in your account within the next few business days. Please do not hesitate to reach back out to us at *************************************** if you have any additional questions.
  
  Best regards,

• Initial Complaint

  Date:03/09/2024

  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.

  On 02/26/2024 I used Car Gurus feature, Sell my Car. I entered the car as a 2012 ****** Tundra. I received an offer immediately for $25,799. This information was also provided by text. I accepted the offer and uploaded all documents they requested. After submitting all documents, I realized that the mileage on the form I submitted was *******; however, the odometer reading photograph that was submitted showed it currently at *******. I called Car Guru customer service and spoke with an agent. He reviewed the offer and year, make and model of the automobile. I explained the difference between the submitted odometer reading and the photograph of the odometer reading. He told me that the offer would need to be deleted and I would have to create a new submission. This agent transferred me to the sell your car department. I spoke with an agent in this department and explained the same thing. The agent in the correct department responded that the deletion was not necessary as it was a small difference. He added that if the difference were thousands of miles, than yes, I would need to resubmit and the offer would need to be deleted. I also mentioned that while looking at my car gurus account on my computer, it showed my automobile as a Tacoma. The agent said that he would need to delete the offer and I would need to resubmit. After resubmitting the sell my car offer, it offered $12,000.After reviewing the offer and my text messages, I realized that the offer was in fact for a 2012 ****** Tundra. I contacted Car Gurus and chose the chat option. An agent sent a text message, and I explained the situation. The agent apologized and said that the second agent should have researched more before deleting the offer. He added that he could not open the previous offer and could only suggest that I submit my information again. I explained the second offer that I received. He explained how offers work and can change and created a case (case number ********).

  

  Business Response

  Date: 03/15/2024

  Hi there,
  
  Thank you for reaching out to us! We apologize for any frustration this has caused.
  
  It looks like the reason the offer amount had such a big drop was due to two different vehicle/*** numbers being submitted for each offer.  While they were both ****** Tundra's, it appears that the *** number and trims differentiated.  
  
  If you would like to reach out to us at *************************************** , we'd be happy to take a closer look and verify the correct vehicle you are looking to sell to give an accurate offer.
  
  Thank you for your understanding, 

  Customer Answer

  Date: 03/15/2024

  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 sell your car feature asks for license plate or VIN. As I did not have my vin at the time, I entered my license plate. License plates are just as individual in a state. The system is misleading and should be corrected. 
  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:03/06/2024

  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 will absolutely waste your time. Put you in a position to accept an offer you wouldnt have otherwise agreed upon by dragging their feet and being disingenuous. Theyll claim fine print, but will intentionally drag out the process and mislead the customer in order to pressure them into selling their vehicle to them. From beginning to end, this process took over a week to finalize, my initial offer was $3,699 and even after everything was taken care of, they altered their offer by $1,100. A few hundred is acceptable, but this was intentionally egregious. If I had known this would be their offer, I wouldve immediately declined before moving forward. The pre inspection is a totally fake feature of their inspection process. I had better offers from their competitor Car *** and ended up having them expire by virtue of dealing with this intentionally slow acting company, pretending to give me a better offer. Even after hopping through every single last hoop theyll make you jump through, including the pre inspection (which took 45 minutes, that the mechanic and company doesnt even look at), HONESTLY providing # of accidents, dents, scratches, engine issues etc, the *** #, my home address and taking the days off work to accommodate their mechanic who took 3 days past his initial arrival date, they will still massively lowball their initial offer. Theyll claim you have something ridiculously wrong with your car, for example we found showing bondo on your rear passenger panel, when Ive never used bondo in my life. They even have the *** # to research the CarFax. There should be no smoke and mirrors with their initial offer if they genuinely put in the work to make you an offer.I even paid them an upfront $343 through PAYPAL to finish the rest of the loan regarding the amount they initially offered me, which seems totally unprofessional and similar to a scam. Seriously avoid this company. It will save you a massive headache, money and time.

  

  Business Response

  Date: 03/11/2024

  Hi there,
  
  Thank you for reaching out to us.
  
  Any offer is subject to a verification inspection and may be changed upon such inspection. In this case, the reduction is based off the repairs the vehicle will need.
  
  We do apologize for any inconvenience and understand this may be a frustrating setback.
  
  If you have any additional questions, please do not hesitate to reach back out to us.
  
  Best,

• Initial Complaint

  Date:03/01/2024

  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.

  As a dealer - CarGurus has become shady with their pricing practices. There is zero policy on price points. We were with CarGurus for 5 years and then a random account rep called us and stiff armed us telling us he will need to increase our rate to $1800 from $600 unless we sign up for some additional services bringing our total bill to $2400 as a "discount". Well funny enough, we own 2 other dealerships who received a corporate email indicating a price raise of only $100. When I brought this up, ******* paused, didn't have an answer and said the emails were sent in by mistake and that hed "honor" those dealership prices but had the gall to tell me he'd pause any corporate emails to ensure I had to pay the "correct" price.

  

  Business Response

  Date: 03/05/2024

  Hi there,
  
  Thank you for reaching out to us and bringing this to our attention.  We do apologize for this experience and will be taking a closer look into this matter.
  
  If youd prefer to work with another representative this can be arranged. If you have additional questions about the terms of your agreement or any concerns with your service we encourage you to contact our team directly at **************.
  
  Best regards,

• Initial Complaint

  Date:02/27/2024

  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.

  We were once a customer of ******************. After canceling our membership with the company we started to receive calls, which have been transferred from CarGurus to our dealership, from other dealerships seeking tech support from CarGurus. We receive numerous calls daily and it is taking time away from customers and employees. We have been trying for at least a year and half to get this problem resolved through the CarGurus company but no one seems able to help us. We are just asking for help in resolving this issue as it is now boarding harassment based on the number of daily calls we receive and the number of times we get yelled at by the people they have transferred because we can't help them with their problem.

  

  Business Response

  Date: 03/04/2024

  Hi there,
  
  We do apologize for this issue. However, our team has found the root of the issue and released a fix.
  
  We certainly understand this was frustrating and our team will be taking strides to prevent this kind of thing from happening in the future.
  
  While you should no longer be receiving transfers, in the off chance that you do, please reach out to us at ************** and reference the case number that you had received via email.
  
  Thank you for your patience and understanding,
  

  Customer Answer

  Date: 03/04/2024

  [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:02/23/2024

  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.

  On 2/23/24 I submitted all of my personal information through CarGurus, had my credit ran and was told that I was qualified to finance a vehicle with ****************** at ****** of *******. I received an email with the numbers including down payment and monthly payment. When I went to the dealership I was told ******** then required 50% down even though I indicated in CarGurus that I was putting 10% down, APPARENTLY I WAS APPROVED WITH THE 10% so I don't understand what changed when I got all the way to the dealership. After being denied I immediately called CarGurus and was told they have nothing to do with that and I should call ********. I hung up and called ******** and spoke to ***** who blamed CarGurus, saying they misled you because ******** wants 50% of the purchase price. WHY WAS MY CREDIT RAN, WITH A HARD INQUIRY AND I WAS GIVEN A QUOTE IF THAT WASN'T TRUE? FALSE ADVERTISEMENT!

  

  Business Response

  Date: 02/29/2024

  Hi there, Thank you for reaching out to CarGurus. It looks like this occurred because your application was ultimately not approved by any of the lenders that work with this dealer. The email that you received was a deal summary based on your inputted preferences. Unfortunately, this does not guarantee an approval at the rates specified. We apologize if this was not clear from our messaging.
  
  We recognize that this may be frustrating and apologize for any inconvenience caused by this experience. Your patience and understanding are greatly appreciated.
  If you have any additional questions, please do not hesitate to reach out to us at *****************************************