CarGurus
Reviews and Complaints

I thought I had made a good choice when going with CarGurus in an attempt to sell my *** Civic but I was sorely mistaken. I decided to sell my car directly to CarGurus as I have never done a private sale and the price they offered was very tempting. My issues with them started almost as soon as I had the first pickup attempt scheduled. I was told I would be sent a *** package with some necessary documents that I would give to the transport driver when they arrived. Day of the scheduled appointment comes and I had yet to receive said package, so I was forced to reschedule. I called CarGurus again and they sent me another package overnight, so I am not sure what the issue was the first go around. Turns out all that was in it was a checklist for my driver to fill out and instructions on how to sign a title. Very frustrating that that was what caused my initial delay. Nevertheless, I stuck with my second scheduled attempt for 12/28. I waited until over 2 hours past the pickup window ended with no word from the transport team (they were to call when they were 30 minutes away). I called customer support and after *** minutes on hold and talking to several different reps, I was told that a team was never even assigned to come get my car. They blamed it on short staffing, but regardless of the reason I should have been contacted. I never would have known had I not called myself. I was foolish enough to attempt a third pickup that was scheduled for today 1/4/2022. Same as the second one, pickup window came and went and *** minutes past that I still had no word. I called customer service and after being on the phone for 45 minutes was told that the wait for them to put me through to the transport team was so long they were going to have them call me personally. Going along with the rest of my experience, they never called me. I decided to give them about 3 hours and called customer service AGAIN around 4:30 pm. The rep was very polite and tried to keep me informed of the wait times to get through to the transport teams, but while on hold my call simply disconnected. There was no attempt to reach out to me, either after that or at any point in this process. Between that and wasting my PTO from work and my limited days away from work waiting for them to never come or contact me, I am beyond frustrated and done with dealing with CarGurus. I hope others don't make my mistake. I will be going with one of their competitors moving forwward.