Shopping for a car online can feel like navigating a minefield of potentially misleading listings, questionable dealers, and pricing that seems too good to be true. If you’ve been browsing CarGurus, you might be wondering if this popular automotive marketplace is actually trustworthy. With over 30 million monthly visitors and partnerships with 40,000 dealerships, CarGurus has certainly made its mark—but is it really legit?
What Is CarGurus and How Does It Work?
CarGurus is an online automotive marketplace founded in 2006 that connects car buyers with dealerships across North America. The platform’s standout feature is its Instant Market Value (IMV) tool, which analyzes millions of data points to categorize vehicle listings as “Great Deal,” “Good Deal,” “Fair Deal,” or “Overpriced.”
The platform works by aggregating vehicle listings from thousands of dealerships, applying its proprietary pricing algorithm, and presenting you with search results that can be filtered by numerous criteria including:
- Make and model
- Price range
- Mileage
- Vehicle features
- Distance from your location
- Dealer ratings
In June 2024, CarGurus discontinued private party listings, focusing exclusively on dealership inventory. This means individual sellers can no longer list directly on the platform but must use CarGurus’ instant cash offer system or connect with local dealers.
CarGurus’ Reputation: What the Ratings Tell Us
When evaluating if CarGurus is legit, looking at both professional and user ratings provides valuable insight.
Professional Ratings vs. User Experience
| Rating Source | Score | Ranking Among Competitors |
|---|---|---|
| Industry Professionals | 8.8/10 | High |
| Better Business Bureau | A+ | Accredited since 2019 |
| Customer Service Satisfaction | 61/100 | 4th place |
| Net Promoter Score | -16 | 4th place |
| App Store Rating | 4.8/5 | High |
| Google Play Rating | 4.7/5 | High |
These mixed ratings reveal an interesting pattern: industry professionals rate CarGurus highly, while actual customers show more moderate satisfaction. This suggests that while the concept and tools are excellent, the day-to-day user experience might fall short in some areas.
The Better Business Bureau gives CarGurus an A+ rating, indicating they meet standards for ethical business practices. However, they’ve received 76 complaints over three years, with 30 resolved in the past 12 months.
The CarGurus Advantage: What Makes It Useful
Despite mixed reviews, CarGurus offers several legitimate benefits that make it a valuable resource for car shoppers.
Comprehensive Search Functionality
CarGurus excels at helping you find exactly what you’re looking for with advanced filtering options that eliminate the need for separate advanced search functions. You can refine your search directly on the results page, making it easier to narrow down options based on your specific preferences.
The platform’s integration of dealer reviews also helps you gauge the reputation of sellers before making contact. This transparency can save you from potential headaches with problematic dealerships.
Price Analysis Tools
The platform’s IMV system is its most distinctive feature, analyzing:
- Vehicle trim level
- Mileage
- Vehicle history
- Geographic demand
- Comparable listings
This tool provides a quick way to identify potential deals without spending hours researching market values yourself. According to automotive transport experts, “CarGurus’ price analysis tools provide useful market context, though buyers should verify accuracy through independent research.”
Common Issues and Limitations
No platform is perfect, and CarGurus has several documented shortcomings you should be aware of before relying on it exclusively.
Listing Accuracy Problems
One of the most frequent complaints involves inaccurate vehicle listings. Users regularly report:
- Incorrect trim levels
- Missing or misrepresented features
- Vehicles described with equipment they don’t actually have
These accuracy issues appear to be systematic rather than isolated incidents. Many users have reported discovering discrepancies only after traveling significant distances to inspect vehicles. According to user discussions, other platforms like AutoTrader sometimes maintain more accurate information for identical vehicles.
Price Discrepancies and “Bait and Switch” Concerns
Multiple users have described potential “bait and switch” tactics where advertised prices exclude:
- Mandatory fees
- Financing requirements
- Dealer add-ons not disclosed in listings
Customers report arriving at dealerships to discover actual prices significantly higher than advertised—sometimes by $2,000 to $7,000—due to undisclosed protection packages, reconditioning fees, or financing contingencies.
While CarGurus’ policy prohibits price advertising contingent on down payments, financing, or limited incentives, enforcement appears inconsistent based on user experiences. When these situations are reported, CarGurus typically conducts internal investigations but doesn’t provide immediate remediation to affected customers.
Pricing Tool Limitations
The IMV system that makes CarGurus distinctive also has significant limitations:
- Struggles with rare or heavily modified vehicles
- Doesn’t account for aftermarket modifications
- May not reflect regional price variations accurately
- Doesn’t consider dealer reconditioning investments
Professional automotive analysts note that these limitations can result in pricing recommendations that don’t reflect a vehicle’s actual value, particularly for vehicles with significant upgrades or rare configurations. Reddit discussions among car sales professionals confirm these limitations.
Mobile App Issues
While the CarGurus mobile app maintains strong ratings, users consistently report technical frustrations:
- Search preferences disappear when closing and reopening the app
- Accidental navigation resets due to poor button placement
- Receiving search results outside specified geographic radius
- Vehicles from distant states appearing despite local search parameters
These issues can make the mobile experience less seamless than the website version, forcing users to restart searches or wade through irrelevant listings.
The Selling Experience on CarGurus
If you’re looking to sell a vehicle, CarGurus offers a streamlined process—with some caveats.
Instant Offer System
CarGurus’ selling platform offers instant cash offers through partnerships with local dealers and third-party buyers. Verified seller reviews on Trustpilot consistently praise the streamlined process, with many reporting smooth experiences from initial offer through vehicle pickup and payment.
However, sellers frequently note that instant offers tend to be lower than private party values, reflecting wholesale pricing rather than retail market rates. This structure benefits those seeking convenience over maximum value.
Transaction Support Quality
For completed selling transactions, CarGurus provides dedicated customer service agents who manage the entire process, including:
- Vehicle inspection coordination
- Documentation handling
- Payment processing
Multiple sellers report positive experiences with professional, timely service and accurate payment processing. The platform’s elimination of private party listings has allowed them to concentrate resources on dealer-mediated transactions, potentially improving service quality for completed sales.
Is CarGurus Trustworthy for Dealers?
The platform’s dealer review system aims to provide transparency but has its own challenges.
Review Collection Process
CarGurus employs a controlled review system where only users who contact dealerships through the platform receive invitations to submit reviews, typically sent within a week of initial dealer contact. This approach aims to ensure authenticity by limiting submissions to actual prospective customers.
Review screening processes typically result in publication within 1-2 business days, with content guidelines prohibiting inappropriate content and maintaining a zero-tolerance policy for fraudulent reviews.
Review Accuracy Concerns
Despite integrity measures, users report instances where negative reviews fail to appear or are rejected without clear explanation. Some customers describe submitting multiple negative reviews that never published, raising questions about filtering criteria.
Professional automotive sources suggest that dealer ratings sometimes conflict with Better Business Bureau assessments, with dealers receiving high CarGurus ratings while maintaining poor BBB scores.
How to Use CarGurus Effectively
To get the most value from CarGurus while avoiding potential pitfalls, follow these strategic approaches.
Smart Buying Strategies
- Use multiple platforms: Cross-reference CarGurus listings with other sites like AutoTrader or Cars.com to verify pricing and features.
- Verify everything before traveling: Call the dealership to confirm the vehicle is still available and that all listed features are accurate.
- Get pricing in writing: Ask dealers to email or text complete pricing details, including all fees, before visiting.
- Check dealer reviews across platforms: Look at both CarGurus dealer ratings and other sources like the Better Business Bureau and Google reviews.
- Use the IMV as a starting point: Treat the deal ratings as general guidance rather than definitive assessments, especially for unique vehicles.
For Sellers Considering CarGurus
- Compare offers: Get quotes from multiple sources including Carvana, Vroom, and local dealerships before accepting a CarGurus offer.
- Understand the convenience trade-off: Be aware that instant offers typically reflect wholesale rather than retail pricing.
- Document your vehicle thoroughly: Take detailed photos and keep service records to support your vehicle’s value during the offer process.
- Read the fine print: Understand all terms before accepting an offer, particularly regarding post-inspection price adjustments.
The Bottom Line: Is CarGurus Legitimate?
Yes, CarGurus is a legitimate automotive marketplace with valuable tools for car shoppers. The platform isn’t a scam—it’s a real business with BBB accreditation and millions of successful transactions. However, like any tool, it has limitations and requires smart usage.
CarGurus’ strongest points are its price comparison tools, extensive inventory, and intuitive search functionality. Its most significant weaknesses involve listing accuracy issues, potential pricing discrepancies at dealerships, and limitations in its valuation system for unique vehicles.
For best results, use CarGurus as one tool in your car shopping arsenal, not your exclusive resource. Verify information independently, cross-reference with other platforms, and approach “deal” ratings with informed skepticism.
When used strategically, CarGurus can be a valuable starting point for your car search—just be sure to do your homework before making any final decisions or traveling to see vehicles.
