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:05/01/2023

  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,

• Initial Complaint

  Date:04/07/2023

  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 is allowing car dealers to advertise cars at a price lower than what they actually are. One said dealer has a price that is $2000 lower than than the actual price on the website and they refuse to do anything about it. On the dealer website it explains that the price advertised is only with a $2000 minimum trade. That assumed price should not be allowed to be used in a vehicle search engine as the price among other competing dealers.

  

  Business Response

  Date: 04/13/2023

  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.
  
  We have escalated this case so our team can dig into this further.  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:03/29/2023

  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.

  When I sold my car in ********, unfortunately one of the screws in my vehicle license plate was stuck to the vehicle not allowing the plate to be removed. The rep on the phone told me that the person transporting my vehicle would leave with the plate on, illegally, and my plates would be sent back. The plates never got back to me and Im now stuck with no plates or registration for my next vehicle. I was misled by the person behind the phone who lied about me getting my plates back.

  

  Business Response

  Date: 04/04/2023

  Hi there,

  Thank you for reaching out to us. We do apologize for this experience regarding your license plates.

  Our representatives did provide a few options such as rescheduling your pick up to allow you enough time to remove the bolt that was preventing the removal. The second option provided was taking the vehicle to the dealer to see if they can remove it - which was also explained that we could not guarantee it would be returned since the dealership's will destroy anything found on or inside the vehicle once it is received. A member of our team did reach out via voicemail on 01/27/23 to advise the plates had been destroyed during the intake process. 

  We do apologize for any inconvenience, however, we hope this helps clarify the situation.
  
  

  Customer Answer

  Date: 04/07/2023

  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 a bold faced lie, I was never given the choice to re-schedule. In fact, I was told by the representative over the phone that we dont need to reschedule when I asked to reschedule because she would make sure the dealership will return the plates to me. Attached is the text message I left to the pick-driver prior to being called by the ******** representative that assured me Id get my plates back. The second lie is that I was given the choice for the vehicle to be taken to the dealership and attempt to take the plates off and give them to me. Nobody ever gave me that as an option, instead I was lied to and told WE WILL SEND YOU YOUR PLATES BACK, WE DO NOT NEED TO RESCHEDULE THE PICK UP. That is the only conversation I had with the representative. Id appreciate if I wasnt lied to and about in this matter. It is further evident of the lack of honesty and professionalism on the part of ********. I insisted to the dispatcher and the driver to leave my vehicle and reschedule but was given a false promise of getting my plates back. That is extremely dishonest and irresponsible and I need my plates and/or compensation for this inconvenience. My next step will be to contact the attorney generals officer because my property was destroyed without permission or authority to do so, I was told by YOUR employees they will be sent back to me. It is YOUR responsibility for that to happen and no matter what voicemail or lie you tell the fact is if I am told that I will get them back then that is the way its supposed to be, SPECIALLY when you dont allow me to reschedule the pick up. Be on the look out for my inquiry with the ** attorney generals office. I plan on taking you to court over this and I will go to the furthest extent of the American civil litigation process until I am evenly compensated or returned my plates to me. 
  

   
  
  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: 04/14/2023

  Hi there,
  
  Thank you for following up. We do apologize for any miscommunication you may have received and we'll be emailing you to resolve the situation.
  
  We want every consumer to have a best-in-class experience when selling their vehicle, so we have noted this incident and will improve going forward.
  
  Please dont hesitate to reach out to *************************************** if you have any additional questions or concerns.

• Initial Complaint

  Date:03/28/2023

  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 website is working with dealerships that are not reputable. They are listing vehicles that have undisclosed problems. At a minimum the problems with the vehicles should be disclosed to buyer to make them aware of what they are getting into. You are a source of advertising and there is no truth in the advertising and this should be a requirement to work with your platform. I am taking the dealership that scammed me to court and I will be including Car Gurus since you are enabling the abuse of unsuspecting buyers. The car was flooded and smelled terrible (this was covered up when I purchased)There was mold in the gas cap The tires were no good; was promised indicator light would go off and it never did There was oil leaking under the hood The car shook as it was in operation The visor was broken and held up by double stick tape The computer read out indicated there were trouble codes My mechanic who I took it to the day after I bought it advised me that I should return it. I went back two days after purchase and requested a refund. The owner who hid his identity during the sale promised that I could return the vehicle in 3 days if there were any issue discovered and of course he did not honor this. He did not provide me a refund and I left the car on his lot and called the police. He claim the lot which I picked up the car from was not his and that he would have the mechanic who supposedly own the lot would tow the vehicle.

  

  Business Response

  Date: 04/14/2023

  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 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 recent experience.
  
  Helpful details include the following:
  -The dealerships name and location
  -The VIN of the vehicle in question or a link to the listing on CarGurus
  -Any documentation (Bill of sale, price quotes, email/text correspondence, etc.)
  
  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:02/22/2023

  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.

  The cargurus app offers false advertising and promises. I reached out to a dealership regarding a vehicle I was going to purchase. CarGurus says that *************** plex provides free delivery of vehicle after purchase if it delivered under 25 miles of the dealership. After contacting the dealership I'm told this is not true that Cargurus is falsely making promises and I need to dispute with CarGurus because they are a 3rd party provider.

  

  Business Response

  Date: 03/03/2023

  Hi there,
  
  Thank you for reaching out and bringing this to our attention. Please note that the delivery charges listed come from the dealership. These are added into the price so we can give an accurate deal rating for your location.  Our team would like to take a further look into this matter.  If you could reach out to us at *************************************** with the *** of the vehicle, any additional details that you think would be helpful such as text or email correspondence with the dealer regarding the shipping of the vehicle, that would be helpful as well.
  
  CarGurus believes in full transparency between buyers and sellers so we certainly appreciate it when these types of things are brought to our attention.
  
  Thank you for your understanding.

• Initial Complaint

  Date:02/22/2023

  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 visited this dealer in search of a Land Rover as the one the had online through CarGurus. I was told to test drive it and to let the sales guy know of any concerns/problems. I did mentioned the driver side view mirror and the lock on the same side. I also mentioned the trimming on the hood was lopsided, the managers answer was, I rather send the car to auction then fixing that. Then I asked if there's anything else that I'm not aware wrong, I was told no by him. They had me come back so I can hand my car ****** to them and they handed me an inspection document showing what passed on the the car and what it needs. It turned out the car needs like $5000 in repairs. They did not produced this document till after I signed off my trade and $4000 in cash. They also told me today, 02/18/23, that I need to come back again before my DMV appointment to pick up ****** for the new purchase because she didn't know the appointment day which I did texted to the sales person. So. I asked her if I could cancel the deal, she said yes, and as upset as I was, I left, not a happy person. I got a migraine caused by me keeping my cool and not making a scene. These dealers do not care to please a gd customer, at least that has been my experience.Key ******* you get a -20 from me. ????

  

  Business Response

  Date: 02/22/2023

  This sale did not happen. The customer did not purchase from **. 

  

  Business Response

  Date: 02/28/2023

  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 you provided so that we can look into the dealerships current practices and monitor for similar reports.
   
  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:01/16/2023

  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.

  Advertises SELL YOUR CAR ITS FREE 100%ONLINE ITS NOT FREE, **** ISNT FREE

  

  Business Response

  Date: 01/19/2023

  Hello there,
  
  Thank you for reaching out to us!
  
  With the release of our CarGurus Offer product, if you go to the Sell My Car tab at the top of our home page you will see two options you can choose from.
  
  The first option is to sell your car through our offer service, where we generate you an offer for your vehicle, pick up your vehicle directly from your home, and transfers the funds from your offer once the vehicle is picked up. You'll be taken to a page that asks for your car's specs such as make, model, trim, transmission, VIN, etc. This is free of charge.
  
  The second option as you scroll down the page, is to list and sell your vehicle yourself on our private seller platform which is also in the Sell My Car page. Just like the first option you will be taken to a page that asks for you car's specs such make, model, trim, transmission, VIN.
  
  Please note that there is a one-time $4.95 fee per listing. Your listing will be active for 30-days and you will be able to extend your listing as many times as you need.
  
  This option gives you a bit more flexibility to sell your vehicle at your own pace and set the price on your listing. With that said, CarGurus does not guarantee any minimum number of ad impressions or exposures, leads or any sales as a result of your use of the Services.
  
  If you have any additional questions, please do not hesitate to reach out to *****************************************************************
  
  All the best,

• Initial Complaint

  Date:01/13/2023

  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.

  Over the last 8 days, I have had what I would consider a horrifying and fraudulent experience with CarGurus. I have left multiple messages with *********************, your customer integrity representative, and have not received a call back. Last Thursday, I submitted an application to receive an offer for my vehicle. I received an email with the offer, but could not save and upload my documents. I called support and THEY CONFIRMED that my email offer was an official offer (they even had me resubmit the application and I received the same offer again), and that the escalation team would help me execute the offer. After 8 days of painful phone calls and being transferred to multiple departments and voicemail boxes to try and chase down someone to help me (hours and hours on the phone), I was ultimately told that the offer would not be honored, blaming a technical issue. Holding aside the absolutely horrific support experience, this is absolutely wrong and your company should be accountable for the offer that was provided AND RECONFIRMED. You simply can not do this to people. I have documented my experience meticulously. The offer attached should be honored, as it was reconfirmed as an official offer by your company.

  

  Business Response

  Date: 01/20/2023

  Hello there, We apologize for the experience you had when trying to sell your vehicle through CarGurus. Please note that the correct offer was shown on our site when you initially input your vehicle information but a technical error occurred when sending out the automated follow-up email which contained an incorrect offer. The number in that email was never a valuation of your vehicle so we were unable to honor that price.
  
  We understand there was some confusion in how this was communicated and we will take your feedback towards making improvements at the customer support level.

• Initial Complaint

  Date:10/13/2022

  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.

  There website is designed to prey on people. The tell you that you can sell your car on their website, yet there is no actual way to list your car. There tabs to click on only lead to them buying your car for the cheapest trade in value there is. Its predatory.

  

  Business Response

  Date: 10/21/2022

  Hello there,

  
  Thank you for reaching out to us!

  
  With the release of our ********************** product, if you go to the Sell My Car tab at the top of our home page you will see two options you can choose from.
  The first option is to sell your car for free through our offer service. We generate you an offer for your vehicle, pick up your vehicle directly from your home, and transfers the funds from your offer once the vehicle is picked up. Youll be taken to a page that asks for your cars specs such as make, model, trim, transmission, VIN, etc.

  
  The second option as you scroll down the page, is to list and sell your vehicle yourself on our private seller platform which is also in the Sell My Car page.  By scrolling down on the page, you will see a red vehicle that states Prefer listing your car on CarGurus? Just like the first option you will be taken to a page that asks for you cars specs such make, model, trim, transmission, VIN.

  
  Please note that there is a one-time $4.95 fee per listing which includes a 30 day listing period.  While listings do expire after 30 days, you have the option to re-new your listing free of charge. Please note that if a listing has been closed for more than thirty days, it will be fully removed and a new listing will have to be created.

  
  I hope this helps clarify!