Complaints

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

close

Find a Location

CarGurus, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/26/2024

  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 signed up for a three month contract with cargurus, i paid the $1800 they asked, now they are saying we owe for a forth month, they have sent this to a collection agency. The salesman told us we had a three month contract now we feel cargurus is trying to scam us out of money we did not agree to pay

  

  Business Response

  Date: 01/29/2024

  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 **************.

  Best,

• Initial Complaint

  Date:12/31/2023

  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.

  2008 Audi A4 vehicle stopped working after 3 weeks of purchasing the car and the boss is always out of the office whenever we call.

  

  Business Response

  Date: 01/02/2024

  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.

  While we are unable to provide remediation for individual cases, our team would appreciate any details you can provide so that we can look into the dealerships current practices and monitor for similar reports. If you could reach out to us at **************************************** our team would like to gather a few more details regarding your experience.

  Were truly sorry to hear about your experience and we thank you for your understanding.

  Best,
  CarGurus Support

• Initial Complaint

  Date:12/10/2023

  Type:Delivery 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.

  Original order date 10-27-23 Adjustable lawn leveling rake Charged my **************** account $106.99. Have never received the product.Business has never tried to resolve problem.No account or tracking numbers ever received.

  

  Business Response

  Date: 12/11/2023

  Hi there,
  
  Thank you for reaching out to us! 
  
  We can confirm that CarGurus does not offer any products or services that would result in a $106.99 charge. 
  
  If you could reach out to us at *************************************** with a screenshot of the charge coming from CarGurus, our team would be happy to take a closer look into this matter.
  
  Thank you for your understanding,

• Initial Complaint

  Date:12/09/2023

  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.

  I sold my car to CarGurus on 10/10/2023. I received a car registration renewal notice from the California DMV. this clearly means they have not retitled the car in their name. Vehicles are required to be titled in the buyer's name typically within 30 days or less from the date of sale. CarGurus needs to title the vehicle in their name immediately!

  

  Business Response

  Date: 12/18/2023

  Hi there,
  
  Thank you for reaching out to us. If you are receiving a registration renewal, it is likely due to the ******************* requiring the seller to notify the *** when vehicles are sold.
  
  ******************************************************************************************************************************************************************************************************
  
  We hope this helps clarify! If you have any additional questions, please do not hesitate to reach out back out to us! 
  
  Best,

• Initial Complaint

  Date:12/06/2023

  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'm writing to express my frustration with Cargurus. They charge dealers $600+ each month and, even when you provide sufficient notice to cancel before the next billing cycle, they process your cancellation in just 1-3 business days yet claim it wasn't sufficient because you didn't give their royal highnesses 30 days. They bill us on the 1st of the month, so it's puzzling why they demand more money after we cancelled weeks ahead of the next month. They employed lawyers and use tricky contracts to take advantage of these situations. I've never encountered such a questionable business tactic used by a "reputable" company in my life. No personable person or business that values its customers would dare try to do this to you. They have a shady department in their company to enforce this aggressively and this is a process which they plan years ahead therefore I will say this is 100% an extortion tactic as it goes against any logic.After we requested cancellation, it took them 1 business day to process it, and they didn't count that day toward the 30-day notice period. This doesn't make sense, especially for an "automated online car listing service" that can be stopped in 30 seconds. At the time of our cancellation request, our bill was fully paid, weeks ahead of the next month.Customer: Hello, I want to cancel my service. I am closing my business, please do not charge my card.Cargurus: Sorry, you owe us money because we don't want to cancel your service right away. It's in the shady contract we made up with a lawyer, and you signed it years ago.Customer: Ok, so how much are these fees?********************: We don't know. We'll get back to you when the next bill is generated on the 1'st of next month Customer: You're charging me for most of this month, although I canceled my service and closed my business last month?Cargurus: Sorry, you got to pay us to close your account now. (by the way they are not even courteous about it, they willingly s**** people like this every day)

  

  Business Response

  Date: 12/15/2023

  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 **************.

  Best,

  CarGurus Support 

  Customer Answer

  Date: 12/18/2023

  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. 

  - Cargurus can't provide a clear explanation for their use of this extortion tactic, why they necessitate this '30' day approach, and why it's deemed necessary for a service that can be canceled in 30 seconds instead of ***** days BEFORE the next billing cycle.

   - Their response was ambiguous and meant to look helpful but it really wasnt. What they really said was theyre not willing to back off.

  - No shred of decency in the response they gave me

  - This is what doing business in bad faith looks like.

  Regards,

  ***

   

   

  

  Business Response

  Date: 12/22/2023

  Hi there,
  
  We're sorry to hear you were not satisfied with our response. In order for us to assist further, please reach out to your account manager or call us at 1-800-CARGURUS.
  
  Thank you for your understanding, 

• Initial Complaint

  Date:12/02/2023

  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.

  I responded to an advertisement on CarGurus for a car at a specific price. The dealer confirmed the price via email before I drove the four hours to see the car. After conversations about the car and a test drive the purchase contract was drawn up. Only then did the dealer disclose an almost 2k dealer fee. I tried to contact CarGurus to make a complaint but there is no obvious avenue on their website to complain. I googled CarGurus complaints and the BBB website was the first listed so I decided to file a complaint with you.

  

  Business Response

  Date: 12/06/2023

  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.
  
  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. Do you happen to have a link to the listing in question or the *** of the vehicle?
  
  While we are unable to provide remediation for individual cases, our team would appreciate any details you can provide so that we can look into the dealerships current practices and monitor for similar reports.
  
  If you could reach out to us at **************************************** our team would like to gather a few more details regarding your experience.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.

• Initial Complaint

  Date:11/29/2023

  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.

  I paid a deposit to reserve a vehicle that was located out of state. Financing was prearranged, the out of state dealer acknowledged they worked with that finance company and the would ship the vehicle to my location, it would take a week or so to complete transaction. Three days later the dealer requested a cash Zelle payment without providing and finance documents. The finance agreement did have a down payment. Included in addition to the $500 deposit of $7000.00. I explained the agreement was to send a cashiers check. I would send the check when they processed the transaction with the finance company. I called ****************** and was informed the vehicle had been sold. I was told I would receive a refund and was advised to end communicating with the dealer. I have yet to receive the refund. Ive been given multiple reason as to why I havent received the money back total satisfaction guarantee that is on ****************** website, to include we have to escalate claim due to nature, the money has to be recovered from the dealer, and Im pretty sure we have refunded you sir.. ****************** has completely dropped the ball here.

  

  Business Response

  Date: 12/01/2023

  Hi there,
  
  Thank you for reaching out to us! We apologize for this experience and our team will be reaching out to you momentarily via email to ensure this matter is corrected.
  
  Please keep an eye out in your inbox for an email from *****************************************************************
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:11/18/2023

  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.

  ******************* ******** Bait and Switch. Online pricing went up 6% according to the finance department because I wanted to pay cash for one of their used cars.

  

  Business Response

  Date: 11/21/2023

  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.
  
  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. Do you happen to have a link to the listing in question?
  
  While we are unable to provide remediation for individual cases, our team would appreciate any details you can provide so that we can look into the dealerships current practices and monitor for similar reports.  If you could reach out to us at **************************************** our team would like to gather a few more details regarding this matter.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.
  
  Best,

• Initial Complaint

  Date:11/08/2023

  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.

  I posted an independent auto listing and my vehicle was listed as "High Price" based on their "Fair Market Price" system though dealers listings with comparable vehicles are not. Their policy states since my vehicle is "High Price" it will be listed last and will get 1/2 the attention as other vehicles. When I called to ask why exact match vehicles in far worse condition and higher milage are listed as "no price analysis" yet my listing is "High Price" they stated because they are dealers and pay for a membership. I believe this is unfair business practice putting me at an unfair advantage of selling my vehicle.

  

  Business Response

  Date: 11/14/2023

  Hello,
  
  Thank you for reaching out to us!
  
  The Instant Market Value (IMV) of a vehicle is CarGurus estimated fair retail price for a vehicle based on a detailed analysis of comparable current and previously sold car listings in your local market. Our analysis takes into account specific details including make, model, trim, year, mileage, options and vehicle history.
  
  CarGurus uses IMV to determine whether each listed car is a Great, Good, Fair or High priced deal. CarGurus strives to provide full transparency to your car shopping experience so youll know whether youre getting a good deal.
  
  Please note that your vehicle will only be compared to vehicles with the same year, make, model and trim within your local market.
  
  While two vehicles may have similar features, there could be other factors in the vehicles history that are contributing to the difference in deal rating such as different local markets.
  
  Also, vehicle listed by dealerships tend to have a different rating than cars sold by private sellers.Please check out our article relating to price differences between private sellers and dealers: ********************************************************************************************************************
  
  If you have any other questions, please do not hesitate to reach out to us at ***************************************************************** 

• Initial Complaint

  Date:10/21/2023

  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.

  I went through the entire process to purchase a vehicle through their website including taking a hit on my credit to apply for a loan. Come to find out the vehicle I was trying to purchase wasn't even available and the dealership says that I would have to submit it all over again anyways. They also offer shipping which the dealership has no capability of. We live in a digital world and nobody should have to get scammed into providing personal information by a website if they can't provide the service or product.

  

  Business Response

  Date: 10/25/2023

  Hi there,
  
  Thank you for reaching out to CarGurus. We are sorry to hear about this experience!
  
  Unfortunately, we were unable to locate any credit applications associated with the email you had provided. Is it possible you had used a different email address? If you could reach out to us at *************************************** , we'd be happy to take a closer look. We would also appreciate any further information regarding your experience at this dealership so we can take a closer look into their inventory and sales practices.  If you have any text or email correspondence from the dealership regarding the availability or shipping of the vehicle, that would be helpful for our team.
  
  For any credit report disputes or corrections, you would need to contact the credit bureau that issued the report directly. Rest assured that FICO scoring models recognize when you are rate-shopping for a specific type of loan and will treat multiple inquiries made within a short period of time as a single inquiry, minimizing the impact on credit score.
  
  If you contacted the dealer directly through CarGurus while logged into your account, you should soon receive a link to leave a review sharing your experience.
  
  If there are any other questions we can answer, please let us know!
  
  Best,
  CarGurus Support

  Customer Answer

  Date: 10/27/2023

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