Seller Reviews

So chaotic. Very little direction. The customer service line was mostly helpful, not great that I had to call them at least 4 times because of all the confusion. I didn’t receive confirmation on 2 occasions if my reports were received, I was sent a check even though I requested a direct deposit, and the check was hidden in the side of the folder designated for the pickup driver, so I then had to coordinate that. I think the biggest issue was that it was very difficult to get in contact with an actual cargurus representative. Everyone I spoke to was third party and had very little information to provide

Overall poor communications from Cargurus and cancelled pickups resulted in me having to use 8 hours of vacation time from my work.

1. Thursday, May 15 – I got a cold text from someone indicating they have an order to inspect my car. I had to log on to the Car Guru’s website chat portal to verify this is the case.
2. Monday, May 19 – The car inspector arrived on time. He was very professional and within about an hour and a half was done with the inspection.
3. Friday, May 23 - First scheduled pick-up in the morning of the car was a no-show. At 10 minutes past the pick-up window, I had to log on to the Car Guru’s website chat portal to see what the deal was. CarGurus claimed they texted me earlier in the day, unfortunately this text was in my messaging app’s “unknown” folder and therefore I did not see it. They told me they did not have anyone they found to be able to pick this car up. I was told to hang on they will contact me when they found someone that can get the car. I ended up wasting 4 hours of vacation time. It would be better if Car Gurus would have also sent an email or called.
4. Tuesday, May 27, 11:42am – The second scheduled pick-up was a cold call from out of state. The person indicated someone can pick up the car in a few hours. This was on a day I was at the office. This person no-showed as well. 30 minutes past the pickup window, I called the transport company that called me. The driver supposedly had truck troubles, but I was never contacted. I wasted another half day of vacation time. I got back on to the Car Guru’s website chat portal to see what the deal is. That evening I got a message that the next pick up was going to be scheduled 2:00pm the following day, Wednesday, May 28.
5. Wednesday, May 28, 11:15am - I got a call indicating the pick up is now going to be 500pm that day. I then got a call at 3:15pm Wednesday indicating the 500pm pick up is cancelled with no new time scheduled.
6. Sunday, June 1, 2025 - I received a call and a text indicating the pick up would happen Monday afternoon.
7. Monday, June 2, 2025 – I got a call indicating truck is running behind and will be later in the afternoon. At 4:40pm still no truck or call so I called the truck driver, he indicated pickup would be around 6:15pm. At around 6:00pm the truck arrived to pick up the car.

This is my second experience with selling my vehicle with CarGurus. To be fair, the first experience was excellent which prompted the second go around. The issues I had were with communication. There was absolutely none. No confirmations. All of my information was in their system because I asked throughout the different milestones. While poor communication was the issue, the car was still sold for a fair price with very little effort.

Great service but terrible offer. I would say they rip you off. Will definitely not use them for my next car

Vehicle sold was owned by a business so there were additional items needed that some made sense, some didn't. The main problem was the additional inspections needed - sub hired to do this was a no show then lied to CarGurus about that plus the extra visit needed for a test drive. Told us at first inspection it wasn't needed but told CarGurus we refused. Everything was much harder than Carvanna has been in the past. Lesson learned.

Took about 3 weeks to complete the process and didn’t get responses back from customer service when I was told someone would reply. Felt like I did all of the work for them and had to wait a few days between each step before we could proceed. I’ve sold a car to a competitor in the past and the whole process took 4 days tops.

Website was not fully transparent and clear. Directions were all over the place and created confusion. The steps were not aligned. The request were excessively redundant and brought no value only frustrations. Same results could have been achieved with simple process. Overly complicated and confusing. The inability to perform a direct deposit to the 3 largest banking systems (JP Morgan Chase, Citibank, and Wells Fargo) was the last red flag that had my largest concerns. I had to go several steps out of my way with my bank due to the lack of integration on behalf of CarGurus. The gentlemen that came to pick up the car were rude and unpleasant.

The pickup was delayed by almost 2hrs because the support team could not get a bill of sale sent to my husband. Both he & the pickup driver could not get anyone to help. Finally someone named Hunter called me and saw immediately that despite 3 phone calls and spelling his name & email
address they had both my husband’s name & email wrong. The person put me on hold for 10 minutes-with the pickup driver waiting & finally came back only to tell me that he could only forward a “case” to a supervisor. Your call center people and online chat are just the worst! Unfortunately the last experience with a vendor is the one that sticks with you. In a world of do-overs we’d have taken the dealers trade in offer and saved a whole bunch of headaches. Fix your call center!!!!

Initially the only drop off location offered was a 90 minute drive away (I live near Boston). No option was presented for pickup so I had to wait on support line for over 30 minutes.

Pick up took 45 mins as for some reason it needed me to redo the self review. The guy picking up the car was equally frustrated and later called me to say it was a software issue and apologized. He also told me that the money would be in my account by 1pm and if not I should call.

It was not and at 4pm when I called, the rep told me it had been paid… but on checking bank details only the remaining loan had been paid and she said money would be in my account 2-3 days. Very confusing experience all round.