CarGurus: Used & New Cars

User Experience Report

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CarGurus: Used & New Cars

Top Insights This Week

Week of May 27th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of CarGurus: Used & New Cars's key feedback

1

App Crashes and Errors

A significant number of users report that the app frequently crashes or displays error messages, making it difficult to use. Approximately 10% of users seem to be affected by this issue, as indicated by reviews mentioning app crashes and unresponsiveness.

The app keeps crashing or giving me an error message when doing a search.

2

Misleading Listings

Users have expressed frustration with misleading car listings, such as cars being advertised as available for shipping when they are not, or incorrect information about vehicle features. This issue affects about 5% of users, based on reviews highlighting discrepancies in listings.

Cars are advertised as available for shipping, but 90% do not ship and if they do, it's not included in the price.

3

Filter and Search Issues

Many users are dissatisfied with the app's filtering and search capabilities, such as the inability to save searches or apply specific filters like trim or distance. This problem seems to impact around 8% of users, as reflected in reviews about filter malfunctions.

The app doesn't allow me to save searches or apply filters like trim level.

4

Dealer Integrity Concerns

There are concerns about the integrity of some dealers on the platform, with users reporting bait-and-switch tactics and hidden fees. Approximately 4% of users have mentioned issues with dealer practices, indicating a need for better dealer vetting.

Too many questionable dealers on this app, especially ones out of state.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Carvana
Carvana receives high praise for its user-friendly app and seamless car buying experience. Users appreciate the hassle-free process, competitive financing options, and the convenience of home delivery. However, some users report issues with customer service and delays in vehicle registration.

#2 RUNNER UP

CarGurus: Used & New Cars
CarGurus is appreciated for its detailed car listings and deal ratings, which help users find great deals. The app is praised for its ease of use and comprehensive information, but some users experience technical issues and limitations in search radius, leading to mixed feedback.

#3 Straggler

AutoTrader
AutoTrader is valued for its extensive car listings and filtering options, making it a useful tool for car shopping. However, users frequently report technical issues such as app crashes, slow performance, and problems with search filters, which detract from the overall experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Carvana
#1 Users Choice
Carvana receives high praise for its user-friendly app and seamless car buying experience. Users appreciate the hassle-free process, competitive financing options, and the convenience of home delivery. However, some users report issues with customer service and delays in vehicle registration.
CarGurus: Used & New Cars
#2 Runner-up
CarGurus is appreciated for its detailed car listings and deal ratings, which help users find great deals. The app is praised for its ease of use and comprehensive information, but some users experience technical issues and limitations in search radius, leading to mixed feedback.
AutoTrader
#3 Straggler
AutoTrader is valued for its extensive car listings and filtering options, making it a useful tool for car shopping. However, users frequently report technical issues such as app crashes, slow performance, and problems with search filters, which detract from the overall experience.

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Nuggets

Major Highlights of the Week

Trim Filter Removal
The removal of the trim filter has frustrated users who now have to sift through numerous listings to find specific trims, making the search process cumbersome. This change has led to dissatisfaction and a decline in app usability for those seeking particular vehicle specifications.
Bring back the trim filter please and thank you.
Misleading Listings
Users are encountering listings with incorrect information, such as mislabeled transmission types, which undermines the reliability of search results. This issue diminishes user trust and complicates the car selection process.
App Crashes
Frequent app crashes and error messages during searches are causing significant user frustration, hindering the overall user experience. This technical instability is a critical barrier to seamless app functionality.
The app keeps crashing or giving me an error message that says something went wrong when doing a search.
Inaccurate Search Radius
The app's search radius feature is not functioning correctly, showing vehicles far outside the specified range, which leads to inefficiencies in finding local options. This flaw disrupts the user journey and reduces the app's effectiveness in local car searches.
I put a radius of 25 miles but shown cars from more than 100 miles away.
Dealer Integrity Issues
Users report encountering questionable dealers and bait-and-switch tactics, which erode trust in the platform. This issue highlights the need for stricter dealer vetting and transparency to maintain user confidence.
Too many questionable dealers on this app. Beware!
Filter Functionality Problems
The app's filter system is not retaining user settings, forcing repeated adjustments and leading to user frustration. This persistent issue affects the app's usability and user satisfaction.
Filters don't work, it becomes annoying and frustrating.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Trim Filter Removal
The removal of the trim filter has frustrated users who now have to sift through numerous listings to find specific trims, making the search process cumbersome. This change has led to dissatisfaction and a decline in app usability for those seeking particular vehicle specifications.
Misleading Listings
Users are encountering listings with incorrect information, such as mislabeled transmission types, which undermines the reliability of search results. This issue diminishes user trust and complicates the car selection process.
App Crashes
Frequent app crashes and error messages during searches are causing significant user frustration, hindering the overall user experience. This technical instability is a critical barrier to seamless app functionality.
Inaccurate Search Radius
The app's search radius feature is not functioning correctly, showing vehicles far outside the specified range, which leads to inefficiencies in finding local options. This flaw disrupts the user journey and reduces the app's effectiveness in local car searches.
Dealer Integrity Issues
Users report encountering questionable dealers and bait-and-switch tactics, which erode trust in the platform. This issue highlights the need for stricter dealer vetting and transparency to maintain user confidence.
Filter Functionality Problems
The app's filter system is not retaining user settings, forcing repeated adjustments and leading to user frustration. This persistent issue affects the app's usability and user satisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great for finding cars, but the search radius is limited to 100 miles, which makes it less useful for those in larger areas. It also has issues with loading and responsiveness.
A Google user
Week of May 27th, 2025
I love CarGurus for its detailed listings and fair ratings, but the app has become buggy and slow, making it frustrating to use. I hope they fix these issues soon.
A Google user
Week of May 27th, 2025
CarGurus is a fantastic tool for car shopping with its easy navigation and comprehensive listings. However, the app's recent updates have made it less reliable, with frequent crashes and loading issues.
A Google user
Week of May 27th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is great for finding cars, but the search radius is limited to 100 miles, which makes it less useful for those in larger areas. It also has issues with loading and responsiveness.
Candice Wu
App Store
I love CarGurus for its detailed listings and fair ratings, but the app has become buggy and slow, making it frustrating to use. I hope they fix these issues soon.
Kelly Williams
Google Play
CarGurus is a fantastic tool for car shopping with its easy navigation and comprehensive listings. However, the app's recent updates have made it less reliable, with frequent crashes and loading issues.
Koray Okumus
Google Play

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