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:08/24/2022

  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.

  Car Gurus is a website for buying and selling cars. I have used the app in the past but for the past 8 months i have been having technical difficulties with my account. Pretty much, i send a message to the user, and the messages aren't being sent on my end and received by the other user. I found a car i really wanted but no way to contact the person. I made multiple accounts as suggested, i tried a different ip address also suggested online, i called customer service, and emailed the department, but they refuse to help me. It's been 9 months and the problem still occurs. They just told me finally my account was flagged for something and they can't reverse it. I don't know why it was flagged, but even if it was, i have made different accounts and the problem still exists. They told me multiple times they would call back but never have. Also, now stopped responding to my emails.

  

  Business Response

  Date: 09/01/2022

  Hello,
  
  Thank you for reaching out and bringing this to our attention.

  As a protection measure, we do limit the amount of leads that a user can send to a private seller within a certain period of time so non-private entities do not spam our sellers.
  
  It looks like your account was flagged by our automatic filters and I'm afraid this cannot be removed at this time.
  
  We do apologize for any inconvenience and understand that this may be a frustrating setback. As we continue to grow and develop our platform, we do rely on user feedback to drive improvements to the user experience.
  
  If you have any additional questions, please do not hesitate to reach out to us at *****************************************************************

  Customer Answer

  Date: 09/01/2022

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have received this exact same message through Car Gurus customer support. They asked me to make a new account and I have done that and messages are still not being sent. They said they will forward the problem over to Tier 2 team and they will give me a call in about an hour. That never happened. I have not spammed any messages either so this makes no sense whatsoever. 

   

   

   
  
  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,

  Raafay

   

   

  

  Business Response

  Date: 09/28/2022

  Hello,

  
  As mentioned in our first response, your account was flagged by our automatic filters and unfortunately, it cannot be removed at this time. While we do understand this is a frustrating setback, we hope to make improvements within our automatic filters in the future.

  
  Thank you for your understanding.

  
  Best regards,

• Initial Complaint

  Date:08/16/2022

  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 purchased a 2006 ***** Civic EX on august 9, 2022. I purchased it through CarGurus. The middle mans name is ***. I paid cash $5500. And the woman who owned the car gave me the pink slip. I registered the car with DMV. They gave me receipts of all the work that was done but there is no receipt for the newly replaced windshield. I took the car to ***** because there is no seal around the windshield (only spacers). The cost to put those on is $566. I feel like I was set up by *** and the owner because her phone number is blocking me. I have no phone number for ***.

  

  Business Response

  Date: 08/25/2022

  Hi there,

  
  Thank you for reaching out to us and bringing this to our attention.

  
  We do understand that an experience such as yours can be frustrating. We work closely with our dealerships and private sellers to ensure that CarGurus listings are as accurate as possible; however, we ultimately rely on the sellers to provide us with information regarding their vehicles.

  
  I'm afraid we do not provide any post-purchase assistance as we function as a vehicle listing service. However, user feedback is very important to us. As such, your report regarding this listing will be taken into account as we continue to improve our platform and the systems by which we receive inventory information.

  
  Best,

• Initial Complaint

  Date:08/15/2022

  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 typed in "Sell my car for free" intro ****** search. CarGurus.com was listed on the first page as advertising a "Free Listing". After all of my information was put in, which took about :30, it indicated that there would be a fee of $ **** to list it. Who spends a half hour of their time to get something free only to get to the very end and say to themselves "I would have NEVER filled all of this all out knowing I had to pay in the end. You'll notice in the search "Free listing" and the page in which I had to pay.So how many people actually complain? My guess is very few. I could ask for my $ **** back and all that would happen is that I'm happy, they don't get a **** on their business and their bait and switch continues. So I am asking for Not only the false advertising and my time it took to fill out all of their information but to add an additional cost as far as them realizing that they shouldn't do this, not matter what their "fine print" *** say. If it's in there at all. I'll file a class action suit for them to discontinue this obvious fraud if not compensated for the amount I am asking.

  

  Business Response

  Date: 08/22/2022

  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. You'll be taken to a page that asks for your car's 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. 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 which includes all the benefits of checking out with CarGurus Pay! The $4.95 fee was added so that sellers could use our secure checkout platform when completing the transaction.

  
  I hope this helps clarify!  If you have any additional questions please do not hesitate to reach out to us at *****************************************************************

  Customer Answer

  Date: 08/27/2022

  I invite anyone from the BBB to use the site and see what happens.  I did click on the ***** listing.  

   

   

   

  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,

  *****

   

   

• Initial Complaint

  Date:08/03/2022

  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.

  June 2022, I went through Cargurus website to cancel my subscription. They clearly lay out the steps you have to take to cancel the subscription. I followed the process and was sent an email from a representative that they had been forwarded the request and were taking care of it. I was billed again, and just thought I probably had to give 30-day notice. I did email them again, just to bring it to my representatives' attention, then another charge for July, then an August charge. I called in and could never get any help from the company or a call back until I hit the button on the phone to make a payment. They of course answered then. I was told that even though it has a step-by-step process for car dealers on the website, that is not how you cancel a subscription. I was also told that even though my customer rep reached out to me and confirmed they received the cancellation that he was under no obligation to tell me I did it wrong or help me any further. I have had several dealers tell me not to do business with this company and now I realize why. I have followed the process that the very nice **** pay rep told me to follow. I have sent in my cancellation again, and although I asked to be transferred or given contact information for my rep's direct supervisor, they would not give me any such information. I assume he had been told not to under any circumstance. At least he was polite, the first person I talked to told me she would send me a copy of my contract to prove to me I was the one that was wrong, and regardless of what anything on their website says or any employee of theirs that had helped me, it was my fault and there was nothing they could do for me. I know we sign contracts and I know everyone should look them over, but what kind of company has a fake cancellation area on their website and gives false information they are taking care of everything in an email? I would assume a company that would like to keep taking their customers money.

  

  Business Response

  Date: 08/11/2022

  Hi there,

  
  Thank you for reaching out to us.

  
  We do apologize for any miscommunication you had received regarding cancelling your contract.  We can confirm that the account has since been cancelled. The cancellation effective date is 9/3/2022.

  If you have any additional questions about the terms of your agreement or concerns with your service we encourage you to contact CarGurus ****************** at ************ or *********************************** with any questions.