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CarGurus Study Reveals Top 5 Complaints, Compliments About Car Dealers

June 7, 2011

CAMBRIDGE, Mass. — A new CarGurus study suggests that a car dealer's candor and responsiveness carry significant weight with an online shopper and can make or break a sale, sometimes even before the consumer meets the dealer in person.

The auto research and shopping Website’s study examined 1,000 dealerships reviews posted by car shoppers in a six-month span. Poor communication and deceptive business practices were the dominant themes in the negative reviews, while friendly service and timely communication were cited most often in positive consumer reviews.

For each dealer review submitted, consumers rated dealers on a scale of one (negative) to five (positive) stars and were asked to provide written comments about their experience. Of the reviews analyzed, 34 percent had one or two star ratings, 10 percent had three stars, and 56 percent had four or five stars.

"For most car shoppers today, the dealer relationship begins online, and that has changed the game for consumers and dealers alike," said Langley Steinert, founder and CEO of CarGurus. "In this age of online information transparency, reputation matters more than ever. The dealers that have embraced this new online paradigm are winning customers.”

For dealers that don’t, Steinert said they risk alienating not just one prospective customers, but all customers who find them online. Below are the Top 5 consumer complaints about car dealers:

1. No Response: Consumers complained that some dealers failed to respond to e-mail or phone inquiries about an advertised car.

2. Bait and Switch: Consumers cited instances in which a car they viewed at the dealer's site did not match the advertisement or the dealer claimed the car had “just been sold" when the consumer visited the dealership.

3. Communications Disconnect: Consumers cited frustrations in getting accurate, prompt answers from dealer staff via email. Others cited inconsistent communications between the dealer's online staff and showroom staff.

4. Unsatisfactory Customer Service: Consumers cited instances of rude, arrogant or uninformed service from dealers. Others indicated they do not like feeling pressured to buy and complained that aggressive communication and arrogant attitudes from some dealers were a turnoff.

5. Time Wasted: Consumers complained of the time spent chasing answers from the dealer or time wasted driving to the dealership only to find the car no longer available. In some cases, consumers complained they were made to wait despite having scheduled an appointment or asked to fill out lengthy paperwork before they were able to see the car they wanted.

The following are Top 5 reasons consumers love car dealers

1. Friendly, Professional Service: Many consumers with good dealer experiences commented on dealers that were sensitive to their unique needs, and they commended specific salespeople and expressed future loyalty.

2. Fast Response. Many positive consumer reviews praised dealers for their quick response to online inquiries about a car.

3. Accurate Answers: Consumers were grateful for dealers' willingness to provide detailed answers via e-mail or phone rather than pushing for a location visit. Dealers that provided candid, accurate information about the car being considered received high marks.

4. Clean Dealerships, Clean Car Interiors: Many favorable reviews commented on the cleanliness of the dealership and on the appearance of the used car's interior.

5. Good Prices: Consumers who felt they had purchased a car at a competitive or fair price were generally pleased with their dealer.

Comments

  1. 1. Steve [ July 08, 2012 @ 08:45AM ]

    I responded to an add at Herb chambers Sudbury a 2010 Toyota Tundra with 15,000 miles for 26450, emailed them back and forth since 7/5 telling me to come test drive it , emailed them on 7/6 truck still available emailed them early 7/7 said I was going to look at the truck and probably buy it, drove to Sudbury 48 miles one direction, got at the dealership no truck, talked with dealer they stated " the truck was sold earlier in the week",

  2. 2. Taylor [ April 25, 2014 @ 07:37PM ]

    Ron Carter dealership in Friendswood Tx is a classic bait and switch. If I could give negative stars on website I would. After getting online price plus TTL bc we were paying cash, knowing we were coming from out of town, the morning we left halfway there they went up on the price several thousand dollars. After dealing with the salesman a manager called back with the most condecending attitude asking if I had actually come in and shaken hands with someone to solidify the deal. Our several day conversation had taken place over the phone as most online purchases do. The superior attitude that he would do me a favor and would work with me was more than we could handle. Bewarers

  3. 3. Chad [ March 27, 2015 @ 02:16PM ]

    Add to these complaints the fact that CarGurus will use images of your vehicle, and home, without permission, to market their firm. When you complain to them, then they turn their web monkeys lose on you and 'vanish' images of your vehicle from the internet, except the few they still retain to advertise their company, regardless of their lack of permission to use those images.

  4. 4. Chad [ March 27, 2015 @ 02:16PM ]

    Add to these complaints the fact that CarGurus will use images of your vehicle, and home, without permission, to market their firm. When you complain to them, then they turn their web monkeys lose on you and 'vanish' images of your vehicle from the internet, except the few they still retain to advertise their company, regardless of their lack of permission to use those images.

  5. 5. Chad [ March 27, 2015 @ 02:16PM ]

    Add to these complaints the fact that CarGurus will use images of your vehicle, and home, without permission, to market their firm. When you complain to them, then they turn their web monkeys lose on you and 'vanish' images of your vehicle from the internet, except the few they still retain to advertise their company, regardless of their lack of permission to use those images.

  6. 6. Monteasiea Johnson [ September 03, 2015 @ 11:06AM ]

    I found a car on carguru. I contacted the dealer about the car. The dealer is Mercury Services in Garland Texas. I was talking to the owner about a car that they had for sale. The car was priced at $6790.00. The owner was rude and trying to scam us out of money. He was trying to add fees to the car that he couldn't explain what they were for. Then when me and my husband inquired about the fees, the owner became defensive and rude. He said that he wasn't going to do business with us because we ask to many questions. So he didn't sell us the car. He wanted us to put $1000.00 dollars down and he wanted to add another $500.00 to our car note just becasue he wanted to make more money. We offered him $750.00 down but he wouldn't do that. This message is for everyone. Please watch yourself if you come in contact with this dealership." Mercury Services in Garland Texas". They will try to scam you out of money and they are rude ass hell.

  7. 7. Melvin Mullins [ November 02, 2015 @ 09:45AM ]

    I responded by email about a 2003 white ford F 150 4WD listing #132. No response from them. I finally located their business in Fort Wayne as Incredible and call them. At first they didn't know if they had it. Then after a couple calls back and forth, they tell me that it's not for sell. They are gonna use it to plow snow with it. I had my heart set to buy this truck. This is my first experience with Cargurus and probably the last. They should have never advertised it or at least pulled the add before making their decision.

  8. 8. Dan [ November 13, 2015 @ 11:42AM ]

    Car gurus should boycott bird road auto sales. Terrible buisness practice. Bought a car warranty from them. Sold vehicle and they refuse to send refund

  9. 9. Xryztin [ December 02, 2015 @ 08:53PM ]

    Try out http://dealers.tapcars.com/ and you won't have complains like these. www.Tapcars.com is the essential provider of top-quality leads for your key auto-dealer clients. It starts with aggressive distribution of their inventory.

  10. 10. Robert Yurckonis [ January 22, 2016 @ 09:25AM ]

    and registrationI purchased a 2000 Porsche Boxster from a dealership in Hallandale Beach, Florida back in August. I found this vehicle on CarGurus. I put $2000.00 down on this vehicle back in early August. I purchased the vehicle in late August, paying a cash difference of $9,170.00. This included sales tax, title transfer,

    I purchased a 2000 Porsche Boxster from a CarGurus represented dealership in Hallandale Beach, Florida back in August '15. The price was $9,900.00. I had put $2,000.00 down on this vehicle three weeks earlier. When I took possession of the vehicle, I paid $9,170.00 balance due in cash. This included sales tax, title transfer, and registration. While at the dealership, I briefly looked at a 2001 Porsche Carrera that was there. Three weeks later, back in Virginia, I was looking at Porsches on a CarGurus website. This same 2001 Carrera was there before me in full splendor on the computer screen. I called the dealership USA Auto trade and talked to Eyal Abramov who sold me my Boxster. He said the Carrera was a much better car than the one I had bought from him and that on a scale of one to ten it was a nine. I gave him a $2,500.00 deposit to hold the car until I could get back down to Florida to check it out. I notified Eyal that I would be there on November 24th at 9AM. I arrived at 9AM but Eyal didn't show up until a little after 10AM. I had plenty of time to look the car over without salesperson interference. The hood was being held up by a wooden pole and hooked up to a battery charger. The two taillight lenses were badly cracked, a wheel center cap was missing, the convertible top was faulty, and the digital readouts for the AC / Heater and speedometer didn't work. Also the seats and door panels were all scratched up. Its my belief that the previous owner had dogs! I told Eyal that I wouldn't take the vehicle the way it was. He told me he would fix all the problems that I noted if I would take another loo

  11. 11. Robert Yurckonis [ January 22, 2016 @ 11:23AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He is a THIEF, LIAR, and a CHEAT and is a poor representative of Car Gurus.

  12. 12. Robert Yurckonis [ January 22, 2016 @ 11:23AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He is a THIEF, LIAR, and a CHEAT and is a poor representative of Car Gurus.

  13. 13. Robert Yurckonis [ January 22, 2016 @ 11:23AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He is a THIEF, LIAR, and a CHEAT and is a poor representative of Car Gurus.

  14. 14. Robert Yurckonis [ January 22, 2016 @ 11:23AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He is a THIEF, LIAR, and a CHEAT and is a poor representative of Car Gurus.

  15. 15. Robert Yurckonis [ January 22, 2016 @ 11:23AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He is a THIEF, LIAR, and a CHEAT and is a poor representative of Car Gurus.

  16. 16. Robert Yurckonis [ January 22, 2016 @ 11:28AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He still hasn't returned my deposit and its been over two months Can Car Gurus help me?.

  17. 17. Robert Yurckonis [ January 22, 2016 @ 11:28AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He still hasn't returned my deposit and its been over two months Can Car Gurus help me?.

  18. 18. Robert Yurckonis [ January 22, 2016 @ 11:28AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He still hasn't returned my deposit and its been over two months Can Car Gurus help me?.

  19. 19. Robert Yurckonis [ January 22, 2016 @ 11:28AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He still hasn't returned my deposit and its been over two months Can Car Gurus help me?.

  20. 20. Robert Yurckonis [ January 22, 2016 @ 11:28AM ]

    He told me that he would fix all the problems that I pointed out to him if I agreed to take another look at the car in Dec. on my next scheduled visit to Florida. I agreed. He then asked for another $1,000.00 deposit to get started on the repairs. I agreed. After driving my Boxster to Charleston, SC that day, I decided I would just keep it and not take the Carrera. I called Eyal the very next day and stopped the purchase of the Carrera. Eyal promised to mail a company check for $3,500.00 to me the following Monday. He did not. every time I talk to him he lies about returning my deposit. He even went as far as to send me a bogus copy of a refund receipt to my mastercard via a text to my cell phone. He still hasn't returned my deposit and its been over two months Can Car Gurus help me?.

  21. 21. Larkin Paul Huey [ May 06, 2016 @ 10:09AM ]

    Buyers complain that dealers don't respond to their emails. I'm a dealer, so I will tell you how it is from this end. I have had cars listed on Car Gurus for months now, and I respond to all emails promptly. I have not had one, NOT ONE customer respond after I replied the first time. I don't even know if the customers actually exist. I'm getting very disillusioned with Car Gurus. I have not sold one car on here.

  22. 22. Sal [ May 23, 2016 @ 12:40PM ]

    Cargurus allows the dealers on there site to erase negative feedbacks.......Kind of defeats the whole idea of feedback....Avoid this site they're not there for you, they protect their dealers from negative feedback

  23. 23. Claude McConoughey [ June 03, 2016 @ 01:02PM ]

    I bought a car through Car Gurus from Duell's Evansville Kia Volvo and discovered too late the car listed as a Prius 5 was actually a prius two with far fewer features. features that I deemed necessary in my purchase. Within a couple hours of notifying the dealer, the ad was changed to reflect the actual car. The dealer now claims they have nothing to do with the ads on Car Gurus and are therefore not responsible. I would never recommend Car Gurus to anyone nor would I recommend Duell's Evansville Kia Volvo. It's a case of aiding and abetting IMHO.

 

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