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:10/07/2023

  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.

  CarGurus intentionally and knowingly gives dealerships better appraisals and gives private sellers worse appraisals resulting in no sale. I will happily take this to every news outlet that will listen and file litigation if I have to. You are done scamming people and working with the dealerships The vehicle on the left is a private seller. This vehicle has higher options than the other 2 listed, yet is listed at ***** over market, when the truck all the way to the right for ***** more is also listed at ***** above market as well as the middle vehicle. Both of these vehicles have lower MSRPs and lower options than the vehicle on the left. The only reason they are being appraised higher is due to them being dealerships

  

  Business Response

  Date: 10/10/2023

  Hello,
  
  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 the listed 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, vehicles 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: ********************************************************************************************************************
  
  Thank you for your patience and understanding,

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed my 2014 ******* California for sale on Cargurus last week for $125,000. It has ****** miles, is coveted Red color and in perfect conditon. Cargurus puts a value on the cars listed and indicates for buyers High Price ***, Fair Price x** - etc. My car is listed as HIGH PRICE and priced $18,000 OVER market. However, on their same site are listed ********** like mine with MORE miles and they list those cars as Fair Price or not overpriced even though the price is within hundreds of dollars. I used their chat feature, which is a BOT that made no sense. I called customer service and was told dealer listed cars have value calculated differently. Basically, Cargurus is not honoring their contractual obligation to fairly list my car and put a fair value on it. Their own agents told me a car listed by the dealer will show as being worth more money - even it is the SAME car. It's a total scam and in my opinion fraudulent drives buyers to dealers and falsified data, like car value, to drive buyers away from private parties and to dealers who most likely give a kickback to Cargurus. It's a total scam to list as a private party and is completely unfair business practices.

  

  Business Response

  Date: 09/18/2023

  Hello there,
  
  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: Why cars for sale by owner cost less than cars from dealers: ********************************************************************************************************************
  
  If you have any other questions, please do not hesitate to reach out to us at *****************************************************************.
  
  Best,

• Initial Complaint

  Date:08/05/2023

  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.

  Your whole site is apparently a scam as well.If you have no way to report dealers that lured me out there 3 hours away with photo shopped pictures of a vehicle, listing options that don't even exist on the vehicle, let alone it says the God **** vehicle has both 20" and 22" wheels at the same time. Must be a God **** 8 *******.Had me pay a deposit that was non refundable because he told me there was nothing wrong with the vehicle, and it needed 4 thousand dollars in parts not including labor, on an 11 thousand dollar vehicle.Photos being used are all photoshopped, mileage is almost 10k over what is advertised, dash is completely mutilated but they edited that out in the photos, as well as all the body damage.And you God **** crooks allow it since your "how to" on fraud comes up as a 404 NOT FOUND error, and you say there's a report button that doesn't exist, then you say use "ask a question" and i get a bot that doesn't even understand the God **** word "report" because it tells me it doesn't even know the word.So who's the bigger scammers, the ones who have no system in place to stop the thousands of scammers using their app that they profit billions on, or the one guy who tried scamming me and got me for a "deposit" before I saw it because he told me there was no problems and even got condescending when I asked.But hey who gives a s*** about the customers. They don't generate your income. You don't want dealers to go away though, scammed money spends the same, right?Fking crooks.

  

  Business Response

  Date: 08/11/2023

  Hi there,
  
  Thank you for reaching out to report your experience with this dealership. At CarGurus, we believe in full transparency between buyers and sellers so we appreciate it when we are made aware of these issues.
  
  While we are unable to provide remediation for individual cases, our team does appreciate the details provided so that we can look into the dealerships current practices and monitor for similar reports. We also understand that you have contacted our support team, if you could reach back out with either the *** of the vehicle or the name of the dealership, that will be helpful for our team.
   
  Additionally, if you have a link to the page that leads to a 404 error, that will be helpful as well so we can take a closer look into this matter.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.

• Initial Complaint

  Date:07/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CarGurus, *** still allows auto dealers to advertise a low, false, misleading price on their website that vaults the advertisement to the top of list of "Best Deals" (CarGurus' default listing class). When if fact these auto prices are a "bait and switch" designed to deceive and often require a user to trade in a car, finance the purchased auto and pay unheard of fees. Example 1: a used 2020 Chevrolet Bolt EV w/ 19k miles at ********************* in *************** is advertised at $20,995; however this dealer mandates a trade-in, finance and fees so the actual price is $28,300. Example 2: a used 2020 Chevrolet Bolt EV w/ 17k miles at **************** in *********************** is advertised at $19,690; however this dealer also mandates a trade-in, finance and dealer fees so the actual price is $27,658. Please note in the above examples ******* Sales taxes and normal title/tag fees are not in the CarGurus listing price, but are reflected in the dealer "actual price". The tax, title/tag should be approximately $2000 per auto and when removed from the "actual price" in the above examples they are still $5000 and $6000 over the CarGurus advertised price, respectively. By allowing deceptive prices, CarGurus is causing injury to ALL dealers commercial sales and ALL dealers business reputations; not just the disingenuous dealers. Complaint - CarGurus, *** is guilty of violating the **************** (1) a false or misleading statement of fact; that is (2) used in a commercial advertisement or promotion; that (3) deceives or is likely to deceive in a material way; (4) in interstate commerce; and (5) has caused or is likely to cause competitive or commercial injury.I implore the BBB to remedy this ongoing deceitful practice with Cargurus' misleading pricing and end the false hope and waste of time it burdens on consumers and the injury it causes honest auto dealers.

  

  Business Response

  Date: 07/24/2023

  Hi there,
  
  Thank you for reaching out to report your experience with certain dealerships listing on our site. 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.
  
  If you could reach out to our team at *************************************** with any relevant links to listings or the *** of the vehicles in question, we will investigate the listings and review the dealers vehicle prices overall to evaluate their compliance with our policy.
  
  Should we determine that the dealerships are in violation of any of our policies, our internal team will take the necessary actions.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.

• Initial Complaint

  Date:07/14/2023

  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.

  *************************************************************************** ? ************* ? *********************** Subject: REQUESTING SUBSCRIPTION REFUND CAR GURU Date: 07/14/2023 To whom it may concern, Im Qais, the owner of ********* LLC, subscription ID# *********** . I wanted to inform you that we had successfully cancelled our subscription with Car Guru in the month of May 2023, and there should be no due amount, but we should even be refunded because we paid one extra month.Received email regarding due from: *************************** Credit and Collections Analyst CarGurus ************ ***************************************************************************** Unfortunately, your Car Guru team has been extremely unprofessional, and discriminated against customers and I have been subjected to, and this is my request that you investigate my allegations and take appropriate action to remedy it and stop it. I was harassed and threatened by ************ team members.I look forward to settling this matter amicably. If, however, the matter is not satisfactorily resolved by (7/19/2023), I will consider taking further action to resolve the complaint either through Consumer Protection or through the courts.SHAME ON YOU LOSERS!Sincerely, Qais Owner/Office Manager

  

  Business Response

  Date: 07/21/2023

  Hi there,
  
  Thank you for reaching out to us and bringing this to our attention. 
  
  After reviewing this situation, we can confirm that the request for cancellation was submitted on 5/30/23 which then sets the account to cancel as of 6/30/23, per our 30-day notice requirement.
  
  If you have any additional questions or concerns regarding this matter, please do not hesitate to reach out to us at **************.

  Customer Answer

  Date: 07/21/2023

  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;

   

  Because I called your customer service on May 30, 2023, and Informed to cancel our membership. ******* explained and informed me there will be no due payment. And now I am receiving multiple emails to make payment? 

  Are you kidding me? tell your local rep to call us idiot

  
  
  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,

  Qais

   

   

  

  Business Response

  Date: 07/27/2023

  Hi there,
  
  We're sorry to hear that you did not find our response satisfactory.  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,

  Customer Answer

  Date: 08/02/2023

  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. 

  Dude, you need to resign if you can answer the question. You are rude and unprofessional employee. Shame on you Carguru. 
  FAQ
  
  Regards,

  Qais

   

   

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car off car gurus and it was misrepresented by the dealer in ****** ** named the ********* and was sold for a much higher price than its actual value. I was told Id have over $700 back from taxes from the dealership that wrote them the check from buying my old car and still havent received it or the title. Ive emailed and called several times and no response. The front end has rattling sounds like bearings are going out, the sunroof has issues where it makes whistling sounds while driving, the passenger seat doesnt work and their are many tears on the inside of the interior. The exterior has the front bumper is dented, their are many scratch dents and dings that werent clearly stated in the purchase and I went to pick this car up after work when it was dark under the impression car gurus and auto barn were honest dealers which are not and be careful purchasing a car from Car Gurus or Auto Barn you wont get a response to make it right I assure you. The pictures are attached and none of it was disclosed meaning they price they sold the car for was much higher than what it should of been and it was told to me the seat and all will be fixed but still hasnt so I was basically just lied too the entire way. Its also **** miles over being serviced and I had to clean it myself for $21,000. Im highly upset and unhappy with my purchase.

  

  Business Response

  Date: 06/20/2023

  Hi there,

  Thank you for reaching out to report your experience with this dealership. At CarGurus, we believe in full transparency between buyers and sellers so we appreciate it when we are made aware of these issues.
  
  While we are unable to provide remediation for individual cases, our team appreciates the details you provided and any additional details that you can provide so that we can look into the dealerships current practices and monitor for similar reports.  Helpful details include the following:
  
  The VIN of the vehicle in question or a link to the listing on CarGurus
  A description of the incident
  Any documentation (Bill of sale, price quotes, email/text correspondence, etc.)
  
  Please do not hesitate to reach out to us at *************************************** as our team would like to gather further information regarding your recent experience.
   
  Should we determine that the dealership is in violation of any of our policies, our internal team will take the necessary actions.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.

• Initial Complaint

  Date:05/11/2023

  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 9/14/2022. On 5/5/2023, I received a car registration renewal notice from the California DMV. I submitted a Notice of Transfer and Release of Liability to the CA DMV on 10/8/22 so I no longer have any liability related to the car I sold to CarGurus, however, this clearly means they have not retitled the car in their name. This is a shady business practice for which I believe ******* recently got in trouble for. They need to retitle the car that they purchased from me almost a year ago in their name! They are holding onto a vehicle that is still in my 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: 05/19/2023

  Hi there,
  
  Thank you for reaching out to us!
  
  We do apologize for this experience and would like to confirm that a member of ******** will be reaching out to you today to help resolve this issue.
  
  If you have any additional questions in the meantime, please do not hesitate to reach out to ******** directly.
  
  Thank you for your understanding,

• Initial Complaint

  Date:05/02/2023

  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.

  Found a car on CarGurs I wanted to purchase. The dealer listing the car was from ***********, in ****** **. I the sales person that I wanted to purchase the car they had listed under CarGurs for $18,888. The dealer said great let me work up the details. I was then sent an invoice where all of the suddent the car costed ******. I asked the salesperson why the difference, they indicated that the list price did not include the repair bills put into the car. I feel this is a bate and switch tactic and if not mistaken very illegal.

  

  Business Response

  Date: 05/08/2023

  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 certainly appreciate it when these types of things are brought to our attention.
  
  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 have escalated this case so our team can dig into this issue further. Should we determine that the dealership is in violation of any of our policies, our internal team will take the necessary actions.
  
  We also encourage our shoppers to share their experience with the dealerships. If you have contacted the dealer through our website, you will soon receive an email allowing you to leave a review.
  
  Were truly sorry to hear about your experience and we thank you for your understanding.

• Initial Complaint

  Date:05/01/2023

  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.

  Cargurus is regularly using illegal bait and switch tactics in their advertising. Their ads are intrusive and the frequently show cars, only to say "that one got away" upon clicking. I strongly suggest that they be fined the maximum penalties allowed for using these tactics. More businesses are doing this because they seem to face no penalties. PLEASE make an example out of Cargurus.

  

  Business Response

  Date: 05/08/2023

  Hi there,
  
  Thank you for reaching out to us!
  
  When prompted with the message "It looks like this one got away" when shopping on CarGurus, we can confirm that these are vehicles that have been removed from our site due to the dealership marking them as sold. While we understand this can be frustrating, we do expect dealership's to take these actions when they sell a vehicle that is listed on our site.
  
  We try to move as swiftly as possible to have advertised inventory as up-to-date as possible. I have forwarded your note over to our product team so they can take a closer look into this matter. As we continue to grow and develop our platform, we do rely on user feedback to drive improvements to the user experience. Please do not hesitate to reach out to us at ***************************************************************** with any specific examples of where you are seeing these advertisements.
  
  Thank you for your understanding,

  Customer Answer

  Date: 05/12/2023

  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. 

  This is unacceptable.  This is blatant (clic)bate and switch and is illegal.  Cargurus should be held liable to the maximum extent of the law and penalized as any company should be for using these tactics.  
  
  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: 05/16/2023

  Hi there,
  Thank you for following up. We do apologize for any frustration this may have caused during your shopping experience.
  
  Our team will continue to look into this.  We strive to keep listings as up to date as possible and we do encourage you to reach out to us at ****************************************************************** and forward us any examples so we can look into this matter further.
  
  Thank you for your understanding,

• Initial Complaint

  Date:04/29/2023

  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 internet an internet ad which had a stated ************************************************ in ******* **. It took me three different queries over several days to finally get them to say that the actual price was $7000 more for their "protection package". This was not disclosed anywhere in their advertising. I found this practice to be true in two other dealerships that I queried about cars with advertised prices. This is a terrible practice that should be stopped by the sales websites.

  

  Business Response

  Date: 05/03/2023

  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.
  
  Please do not hesitate to reach out to ** at ***************************************************************** as we would like to gather more details of your recent experience. We will investigate these listings and review the 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 for our team 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 attention.
  
  Best,