CarGurus is a Cambridge, Massachusetts-based automotive research and shopping website that assists users in comparing local listings for used and new cars, and contacting sellers.
Written by the business, not verified by us.
Is CarGurus legit?
CarGurus (cargurus.com) has a 2.9 out of 5 rating on OK.one, based on 104 user reviews collected here. It is listed under Vehicles & Transportation and its reputation is poor. Opinions are polarized: 45% rate it 4 stars or higher while 38% give 1 star; The business has replied to 92% of negative reviews; Reviews mostly discuss Customer service, Product. Last updated 2026-08-11.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers find the platform a great resource to easily search for available vehicles and explore detailed information. Many people deeply appreciate the helpful staff and the smooth communication provided throughout their car-buying journey.
However, some customers also noted significant challenges with reaching support agents and getting timely responses when asking questions. A few other people also felt that the website information or vehicle pricing details could sometimes be entirely inaccurate. Some reviewers additionally mentioned that dealing with certain local dealerships created very frustrating experiences during the purchasing process.
Auto-generated from all reviews of this business. For reference only.
This site SUCKS! No live people with even half a brain. Nobody could tell me if a specific truck I wanted was on the lot at the dealership or still in transit. What a horrible website and company! I will never come back here, EVER! What a waste of time, which I'll never get back!
Reply from CarGurus2026-03-11
We’re sorry to hear about your experience and understand how frustrating it can be when you’re trying to get quick information about a vehicle’s availability. Inventory status is provided directly by the dealership, and in some cases vehicles may still be in transit or recently sold before updates appear online. We appreciate your feedback and will continue working to improve how this information is communicated on our platform.
It's impossible to get help or to talk to a person. I will never attempt to use this service again. It has been a waste of time.
Reply from CarGurus2026-03-16
We’re sorry to hear about your experience. It’s frustrating when you can’t get the help you need, and we understand how discouraging that can be. Your feedback is important, and we’ll share it with our team to help improve accessibility and support for users.
This company has helped me find many
New car deals.
They have been contacted me about price reductions & sold cars
And also other cars I might be interested in. I rate them as a 10 currently.
CAR AND CARAVAN COMPANY
Brigg
Dn20 8lt
AVOID AVOID AVOID
Bought a ford ranger from this company great service at the beginning.
Took my ranger home only to find it had a few faults ie: brakes didn't work properly the start up was super slow and when the heating was on the fumes were coming back into the car.
I took the vehicle back and was told they would fix the issues. 7 days later goes to collect vehicle and the vehicle was still the same, baring in mind they had told me engineer had fixed it. So I left my Vehicle there another few days and was reassured it was going to get fixed.
Another couple of days goes by and I get a call! Your vehicle is ready i get a friend to pickup the vehicle and bring it to my home address.
The next day I take my kids to school and low and behold the vehicle is still the same I nearly ended up in an accident with my children in the car due to the brakes.
I called the company and tell them I want to return the vehicle.
The staff start been super rude and sending me from pillar to post only to be told they can't authorise a refund until the manager is in.
Eventually after 13 days of messing and them having my vehicle they finally take the vehicle back.
This company sell faulty vehicles and start been rude when you want to return absolutely disgusting behaviour especially when they know I had two young children.
Absolute scammers.
Reply from CarGurus2026-03-11
We’re very sorry to hear about your experience. It sounds incredibly frustrating and concerning, especially given the safety issues you described with your children in the car.
As this is a post-purchase matter, we are unable to intervene directly with the dealership. We recommend continuing to work with the dealer to resolve the issue or, if necessary, contacting local consumer protection authorities to ensure your concerns are addressed. Your safety and satisfaction are important, and it’s understandable to feel upset in this situation.
I don't like the fact that you'll don't give first time buyers a chance to build there credit with you, such as the car we want cost 10,000 and I'm putting down 3,000,but you'll want a co-signer . I'm trying to build my credit not there's .
Reply from CarGurus2026-03-11
We understand your frustration and appreciate you sharing your experience. Financing decisions, including requirements for co-signers, are set by the dealership or their lending partners—not CarGurus directly. We know it can be discouraging as a first-time buyer trying to build credit, and the best course is to discuss options directly with the lender or dealership. You might also consider exploring local credit unions or other lenders that specialise in first-time buyer financing.
They said they would call me back I sent them my phone number waiting all day and nothing no one called me ! And then they ask me for a review after how can you ask for a review and didn’t even call to talk me … maybe they will call me tomorrow and I’ll change my review
Reply from CarGurus2026-03-05
We’re really sorry to hear about your experience. It’s frustrating to provide your contact information and not receive a follow-up as promised. We appreciate you sharing this feedback and hope the dealer reaches out soon so your concerns can be addressed.
That just said I haven’t had an experience except for somehow. This company has sold my personal information in the dark web. I’ve got a report from every credit union company and I am so be aware buyer beware car gurus are criminals. Nothing is safe. Nothing is sacred.
Reply from CarGurus2026-03-05
Thank you for reaching out to us.
CarGurus recently experienced a cybersecurity incident; we secured the affected environment and launched an investigation with the assistance of a leading independent cybersecurity firm.
Based on our investigation to date, the activity has been contained and limited in scope. At this time, it doesn’t appear that the incident involved a broad set of highly sensitive data; however, our investigation remains ongoing.
We remain fully operational, and our services continue without interruption. We have no higher priority than maintaining the trust of our customers and are taking this incident extremely seriously. If you have questions, please do not hesitate to reach back out.
A bit frustrated that I just spent far too much time following up on a vehicle I was interested in, and I am needing to be able to finance not cash buy, and after days of repeated pressure calls and communications w/the car lot the vehicle is @, today the guy tells me oh sorry we’re a cash buy only car lot and don’t have financing options available. So I just wasted far too much of my time looking in to a vehicle I wouldn’t be able to finance ?!? It said to check out our affordable financing options available on car gurus site and the dealers site as well. so ok that’s again pretty annoying really. Don’t mislead or project untrue and false pretenses just to get people to your site. Bad marketing and business model if you have to do all that .
Reply from CarGurus2026-03-05
Thank you for sharing your experience. We’re sorry to hear about the frustration with trying to get more photos of the vehicle. We understand how important it is to have clear information before making a decision, and it sounds like our AI and chat support didn’t provide the help you needed.
We appreciate your feedback and will share it with our team to improve the process for connecting with sellers and accessing vehicle details. In the meantime, reaching out directly to the phone number in the listing, as you mentioned, is the best way to get the information you need.
ROI with this advertising is a loss. We cancelled it and saw an increase in margins with no loss in sales quanitity. Leads were mostly out of the target are or possibly bots with no phone numbers. Conversion rate of leads was under 2%. Customer service was very poor, communication lacking, promises including scheduled calls were broken. Cancelling was extremely difficult with intentional delays to continue billing us. Finally had to call the credit card company and do a charge back after being ignored for over a month via emails and phone calls.
Reply from CarGurus2026-03-05
We’d really appreciate the chance to review your account history one‑on‑one so we can understand exactly what happened and see whether anything remains unresolved. Please reach out to your CarGurus dealer representative or contact our Dealer Support team
Specifically on reaching someone to get more photos of the car (only one photo online) AI doesn't help, eventually gets you to a person, person advises to send a link to the webpage, then after a good bit of waiting advises they are unable to find the conversation thread I had with someone (but there hasn't been a conversation yet). So after waiting it says it can't find something that 1: wasn't needed, 2 wasn't asked for, 3: and immediately ended the conversation instead of asking more questions. I still haven't been able to ask anyone for more photos of the car, and there's no phone number or way to contact anyone. Luckily I noted the cars photo is parked in front of a sign with a phone number. So I will try that. Otherwise, a fail on cargurus part when it comes to providing some type of way to get more information on a car.
Reply from CarGurus2026-03-05
We’re really sorry to hear about this experience — that sounds frustrating, especially when you were simply trying to get more photos of the vehicle. Waiting for assistance only to have the conversation end without resolution is not the experience we want for our users.
Vehicle photos are provided directly by the dealership, and the best way to request additional images is by contacting the dealer through the “Contact Dealer” option on the listing page. That said, we understand the difficulty you described and will share your feedback about the chat and AI experience with our team so we can improve it. Thank you for taking the time to let us know.
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