Customer Reviews (100)

MC SHaky • 2025-03-24T16:56:18.191Z

good

Tigist Feyissa • 2025-03-24T15:19:52.190Z

very good

Ranoldo Robinson • 2025-03-24T15:01:04.655Z

been using there website and so far I got approved for two different lenders but can find one car they'll cover. they are acting like they don't want to help or they don't want to sell you a car.

Summary of Key Insights

The CarGurus app receives mixed reviews. While a significant portion of users (54%) rate it highly (5 stars), a substantial number (23%) give it the lowest rating (1 star), indicating considerable dissatisfaction. The app's data-driven deal ratings and price transparency are appreciated, but issues with search functionality, inaccurate listings, unresponsive dealers, and app stability are major concerns. Overall, the app has potential but needs significant improvements to address user pain points and enhance the user experience.

  • Strengths: Data-driven deal ratings, ease of searching (for some users), good prices (perceived), valuable insights like Carfax history.
  • Weaknesses: Inaccurate search results (distance), inaccurate pricing from dealers, unresponsive dealers, app stability issues (freezing, crashing), poor filtering options, issues with price drop alerts, and problems with saving/revisiting searches.
  • Sentiment: Mixed. Positive sentiment centers around ease of use and good deals. Negative sentiment focuses on app functionality, dealer responsiveness, and inaccurate information.
  • Quantitative Metrics:
    • Overall Rating: Not directly calculable from provided data, but a weighted average would likely be around 3.6-4 stars.
    • Score Distribution: 5-star (54%), 4-star (13%), 3-star (5%), 2-star (5%), 1-star (23%).

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the version number (4.10).
  • Analysis Methods: Manual sentiment analysis, keyword extraction, and frequency analysis of mentioned issues and features.

Key User Pain Points

  • Inaccurate Search Results/Filtering: Users frequently complain about the app displaying vehicles outside their specified search radius, even with filters applied. This is a major source of frustration.
  • Inaccurate Pricing/Listings: Dealers not listing actual sale prices, leading to wasted time and frustration for users who discover hidden fees or markups later.
  • App Stability/Performance Issues: Freezing, crashing, slow loading times, and touchscreen unresponsiveness are reported, especially on newer devices like the Samsung S24.
  • Poor Dealer Responsiveness: Users report contacting dealers through the app but receiving no response, or delayed responses compared to contacting them directly.
  • Filtering Limitations: Users report issues with filtering options, such as the inability to search for specific engine types (e.g., V8 Tundras) or the lack of a "see results" button after changing price parameters.
  • Search Reset Issues: The app refreshing and resetting searches when users navigate away for a short time is a significant usability problem.
  • AI Descriptions: Some users find the AI-generated car descriptions shallow and lacking detail, preferring human-written descriptions.
  • Lack of Private Seller Options: Some users are upset by the removal of private seller options.

Frequently Requested Features

  • More Granular Filtering Options: Specific requests include filtering by seat option and the ability to search all engine varieties of a model.
  • Nationwide Search Option: Some users desire the ability to search for vehicles nationwide.
  • Improved Saving/Tracking: Better tracking of previously viewed cars and saved searches.
  • Option to Search for Manual Transmissions: Some users report seeing automatic cars even after specifying manual.
  • More Accurate and Detailed Vehicle Descriptions: Users want more comprehensive and human-written descriptions of vehicles.

Strengths and Positive Aspects

  • Data-Driven Deal Ratings: The deal rating algorithm is a core strength, helping users identify good deals.
  • Easy to Use (For Some): Some users find the app easy to navigate and search for cars.
  • Price Transparency (In Theory): The app aims to provide price transparency and access to information like Carfax history.
  • Variety of Options: Users appreciate the wide selection of cars available.
  • Financing Options: The app provides options for financing.

Prioritized Action Recommendations

High Priority:

  • Fix Search Radius/Filtering Issues: This is the most frequently reported issue and severely impacts usability. Investigate and resolve the problem of displaying vehicles outside the specified search radius.
  • Improve App Stability/Performance: Address freezing, crashing, and slow loading times. Optimize the app for newer devices.
  • Enforce Accurate Pricing from Dealers: Implement stricter guidelines for dealer listings and penalize those who consistently list inaccurate prices.
  • Improve Dealer Responsiveness: Explore ways to encourage or incentivize dealers to respond to inquiries through the app.

Medium Priority:

  • Enhance Filtering Options: Add more granular filtering options, such as seat options and the ability to search for specific engine types.
  • Address Search Reset Issue: Prevent the app from refreshing and resetting searches when users navigate away temporarily.
  • Improve Vehicle Descriptions: Consider a hybrid approach of AI-generated descriptions supplemented with human-written details.
  • Re-evaluate Private Seller Removal: Consider the impact of removing private seller options and whether there's a way to reintroduce them while mitigating potential risks.

Low Priority:

  • Nationwide Search Option: Evaluate the demand and feasibility of adding a nationwide search option.

Opportunities for Startup Ideas

  • Dealer Responsiveness Verification Service: A service that verifies and guarantees dealer responsiveness within a specified timeframe, potentially charging dealers a fee for participation.
  • AI-Powered Vehicle Description Enhancement: A service that uses AI to automatically enhance dealer-provided vehicle descriptions with more detailed and accurate information.
  • "True Price" Verification: A feature that verifies the listed price against the actual sale price, flagging dealers with consistent discrepancies.

Trends and Observations

  • Negative Sentiment Focused on Functionality: A large portion of negative reviews focus on technical issues and inaccurate information, suggesting a need for improved quality assurance and data management.
  • Positive Sentiment on Price and Deals: Users who are satisfied often mention finding good deals, reinforcing the importance of the deal rating algorithm.
  • No Language Preferences Detected: The reviews are predominantly in English, with a few in Spanish.
  • Device-Specific Issues: Some issues, like freezing on the Samsung S24, suggest device-specific compatibility problems.

Conclusion

The CarGurus app has a solid foundation with its data-driven approach and focus on price transparency. However, significant issues with search functionality, app stability, and dealer accuracy are hindering the user experience and leading to negative reviews. Addressing these issues with a prioritized approach is crucial for improving user satisfaction and maintaining a competitive edge. A focus on technical improvements, data accuracy, and dealer accountability will be key to the app's long-term success.

Overall Recommendation: Prioritize fixing the core functionality issues (search, stability, pricing accuracy) before adding new features. Focus on improving the existing user experience before expanding the app's capabilities.

Original App Link

https://play.google.com/store/apps/details?id=com.cargurus.mobileApp