AutoCheck

We have reviewed [redacted] support case and apologize for any inconveniences caused. We will continue to work internally with the agent to ensure customer satisfaction is achieved from all our customers. Another agent assisted [redacted] on 3/4/2016 and was able to successfully locate her...

subscription and updated her login information which was entered in error at time of purchase. The agent also extended her subscription for an additional 3 days at that time to make up for the time the consumer lost while being locked out. [redacted] has since been able to access her AutoCheck subscription successfully, so we have reached out to her via email to ensure that she has not run into any further issues since speaking with our agent on the 4th and submitting this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We appreciate the information and feedback provided. We will ensure that the appropriate parties are made aware of the concerns had as a consumer accessing our service integrated through our partner [redacted].
We appreciate Ms. [redacted]'s business and are providing her with a free coupon code for a single AutoCheck report valued at $19.99 for future use so she can view the records available. This coupon code was sent separately via email directly to the Ms. [redacted].
Thank you,
Experian Automotive - AutoCheck

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Due to the fact that [redacted] shows the accident and it also shows the fact  that the insurance company declared ,the vehicle a TOTAL LOSS I have been unable to sell the vehicle. Why purchase aa Autocheck report if you can't rely on the information that you paid for. I will experience a financial loss because I did not receive what I paid for. When the title changed to the insurance company you should have found out why.
Regards,
[redacted]

According to our records, the event in question was removed after our customer service representative completed the necessary research to confirm an update was possible.  The customer was informed of this on 1/31/2018.   If there is a need for additional assistance on this matter, the...

customer can call 888-409-2204 M-F 8am-5pm CST and reference case# [redacted] and case # [redacted].

We apologize for any inconvenience caused to the customer based off their experience with the report they ran on the 2014 Chevy Impala in question.  As our customer service agents explained to the customer, AutoCheck relies on third party data sources to provide us the information to display on...

our reports.   It is not always guaranteed we will have complete and 100% accurate information at all times.  We have let the customer out of their contract early and only expect the last payment for the month Feb, in which services were last rendered.    A link to the terms and conditions can be found at:  http://www.autocheck.com/members/terms.html

According to our records, the name of the sales person the customer provided in the complaint is actually a member of the collections team collecting on unpaid invoices and does not have the ability to shut down services for AutoCheck.   On 11/7/2016, the customer signed an AutoCheck...

Dealer Services agreement with us and per section 4 of the contract, the term is valid for a period of one (1) year.   Additionally, we also show attempts from the customer’s assigned sales representative reaching out to acknowledge his request and explain the requirements of the contract he signed.   Emails were sent on 6/7/17, 6/12/17 and 11/1/17.  We were only able to finally get in touch with the customer on 11/1/17. As of November 2017, the customer’s account is shut down and October should be their last invoice. If they have questions, they can speak to customer service at 888-409-2204, M-F 8am – 5pm CT and reference case #[redacted].Tell us why here...

We acknowledge Ms. [redacted] dissatisfaction, but her subscription will remain closed per AutoCheck Terms and Conditions. We encourage her to review these terms and conditions at the following link: http://www.autocheck.com/vehiclehistory/autocheck/en/termsOfUse and feel free to contact us back at either customersupport@[redacted] or 888.409.2204 if you would like to take advantage of a commercial member subscription with AutoCheck.  As a courtesy we have issued a refund for Ms. [redacted] most recent purchase in the amount of $49.99 and have attached the refund receipt.











2/17/2016






Complaint


Auto Check advertises a FREE vehicle report. When I attempt to retrieve the so-called FREE report, the site asked me for credit card information. I never received the FREE report advertised. FALSE ADVERTISING!!!



Desired Resolution

I would like my FREE auto report advertised by AUTO CHECK

Consumer Business Dialog

The consumer is referring to the Accident Check count which shows a count of accidents, then a more detailed Accident Check section shows the event date and indicates the following...

information "Reported accidents or damage events are a result of vehicle collisions or other non-collision incidents". Within the Detailed Vehicle History section of the AutoCheck report, the event in question is listed as "Accident or Vehicle Damage Reported: Non-Collision", which aligns with the customer's explanation that the vehicle was damaged, but not in a collision. The event is being displayed as reported by the source, and as it aligns with the customer's explanation of the incident, the event will remain as listed.

We have reviewed the
customer's compliant and can confirm that the event will not be removed from
the AutoCheck report based on the supporting documentation provided by the
consumer. The vehicle information is listed on record...

with the state agency as
having been involved in the accident in question, in turn as a repository for
data, we will report what is on file with our sources. As long as the vehicle
is listed as involved, it will remain as part of the vehicle's history. 
We have added
"no damage reported" based on the report which indicates
"no visible damage"
to the VIN in question. 
If the reporting
source will provide documentation which clearly states this vehicle's
involvement in the accident in question, we will review further and respond
accordingly with next steps.

We’ve
carefully reviewed the consumer’s case details internally and also with our liaison
to the auctions.  The auctions have a set
of guidelines they follow in order to determine what constitutes as frame or
uni-body damage. 
We have
been informed that the auction house...

that sold the vehicle announced the car with
uni-body damage because there was “damage to the left apron of the vehicle and
an aftermarket muffler was welded in place.”  AutoCheck cannot determine whether or not this
announcement was due to the accidents listed on the vehicle history report.
Unfortunately,
due to contractual obligations, AutoCheck cannot remove the announcement
without the auction’s consent.
Both
the buying and selling parties are informed whenever a vehicle sells with some
sort of announcement.  Depending when the
consumer purchased the vehicle and from whom, a sales slip when the car was at
the auction that shows NO frame or unibody damage announcement from the auction
in 2008 would assist us in helping the customer get the announcement removed by
the reporting auction.

We have thoroughly reviewed [redacted] case. It is important to note that AutoCheck receives information as is from our third party data sources. We are not informed of any discrepancies upon receipt of the data until disputed by an individual or business entity. If deemed inaccurate, we remove...

the data. However, that is contingent upon supporting evidence from our data sources and contacts. After we further researched the accident record in question, we submitted to remove the accident/damage event and update the AutoCheck report to reflect "Cooling System Serviced". This update is now reflected on the Vehicle History Report.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Response:
The company response is not only not helping, but indicates further problems with their methods of advertising.
I had thought that the company I was trying to do business with was called AutoCheck, and now I see that it is Experian!!
This makes it deceptive. This is further ethical problem.   
None the less, the company describes itself, in regards to the advertisement, and states that it does not advertise. Next it disagrees with its own statement, and says that it "advertises a free ..." Experian / AutoCheck should decide if it does or does not advertise.  It is being dishonest. 
It says that it does advertise a "free VIN Check which will provide information decoded from the VIN, as well as a record count.,,, "
I agree that, yes, Experian / AutoCheck do advertise for this "free VIN Check..." and that it promises to provide information. And it indicates that it is a service.
But it fails to provide any information, and certainly not what it promised to attract a consumer to go to its site and plug in personal information. Only then does one see that there will be a charge.
Today it has posted:
[redacted]
Know the History.Get a Free VIN Check.
Was the car reported in an accident or damaged in a flood? Search Autocheck's extensive vehicle database to find out now.
-----
This notice did not self-identify as an ad. It seemed like one more [redacted] service.
It asks for the VIN of your car. But then it does not give the information it promises. It does not let you "know the history", it does not tell you if the car was "reported in an accident or damaged in a flood."
On this first page of the [redacted], it does not say you have to pay for the information.
Therefore, this was false and deceptive advertising.
This company should stop using false, misleading and deceptive advertising to draw people to pay for services which are presented as "Free".

Thinking of using autocheck instead of carfax?? Don't do it. I tried a side by side comparision of a toyota truck I purchased using both companies. According to Autocheck the car could have as low as 128k miles, but later when I checked on carfax, I found the mileage closer to twice that or more. Autocheck failed miserably.....save yourself from getting ripped off and don't wast time on autocheck.

We will issue a full refund for the services paid by the consumer.  This credit should post within the next 7-10 business days.  For further questions, the consumer can call ###-###-#### and ref case#'s [redacted] & [redacted].

We received an inquiry from the consumer via live chat on 5/12/15, and unfortunately the chat was ended prematurely. The agent created research case [redacted] and sent the client a follow-up email to [redacted] requesting the client to  call customer support for further information so we can...

begin research, but a call back from the client was never received. We have submitted to our reporting source for verification of the event in question and have followed up via email to the customer again 5/15/15 requesting further information from the client via email. Case [redacted] is active and awaiting response from the client and our reporting source.

We have reviewed Mr. [redacted]'s concerns. Companies such as AutoCheck receive data from various sources. There can be times where one company might have more or less information than the other. We contract with various data sources in order to obtain as much information as possible on used vehicles....

These sources provide us with information that can be current or historical. Experian Automotive can only work with the information made available to us from our data providers and we do not have control as to whether or not a record is sent to us, or when. We are committed to making information available to those who access our product as soon as possible (i.e. as soon as it is reported to us) and do believe that vehicle history reports are an important part of the pre-owned vehicle purchase process. However, this should only be one step. In addition to purchasing a vehicle history report, we encourage every pre-owned shopper to physically inspect the vehicle whenever possible and to have a licensed mechanic inspect the vehicle to ensure the best and safest vehicle choice is made. In an effort to assist Mr. [redacted], we have issued a a full refund out of good will for the AutoCheck Vehicle History Report purchase he made on August 20, 2016. This refund should post within the next seven to ten business days.

Ms. [redacted] AutoCheck subscription has been identified with commercial use due to purchase and usage patterns.  Autocheck.com is for personal use only for consumers. Use of the site by commercial entities is against the terms and conditions. We have provided Ms. [redacted] contact...

information on to our sales team to contact her to access through the correct portal to avoid future interruption in service as do we value her business.  We have a site dedicated to our commercial members which we will be more than happy to discuss with her. There are many benefits of accessing as a commercial member, which right now she is not getting through the consumer site. I have listed a few key benefits below.- Buyback Protection does not cover commercial entities on the consumer site and it also will not cover buyers.- Fastlink Capability – on used inventory website as well as integration with our Partners – [redacted]. These integrations are not available if using a consumer subscription.- Free Marketing Materials to use on site at your business which market key parts of a vehicle's history such as one owner or accident free history. If she'd like, she is more than
welcome to reach our sales team directly at [redacted] option #**We acknowledge Ms. [redacted] dissatisfaction, but her subscription will remain closed per AutoCheck Terms and Conditions. We encourage her to review these terms and conditions at the following link: http://www.autocheck.com/vehiclehistory/autocheck/en/termsOfUse and feel free to contact us back at either customersupport@[redacted] or 888.[redacted] if you would like to take advantage of a commercial member subscription with AutoCheck.  As multiple vehicle history reports using this subscription against terms and conditions,  a refund is not warranted at this time. If Ms. [redacted] chooses to take advantage of a commercial AutoCheck membership, she may qualify for a 30 day free promotional period.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I think it is hilarious that not only did your company not do ANYTHING to help this situation, not call me to help with my loss of money, not give anything but excuses, not return any of my calls, or come close to rectifying the situation.  The only effort you made was to let me cancel without a 30 day notice.  What a fantastic response to this problem that cost me thousands of dollars based on your incomplete and shoddy Autocheck report.  In fact, your response was just to take your previous response and add the words "As previously stated" to the front of it and send it again.  I can't even begin to tell you how disappointed I am with a company that we had for many years with two locations and spent thousands of dollars with.  We will gladly take our loss, without your help or assistance, and give our money to [redacted] for the next 30 years.  We will also tell anyone we come in contact with in the auto business that we recommend to not use Autocheck and to move to [redacted] for more reliable auto reports.  Your company has certainly failed at customer service and integrity of backing up your product on this one.  There were so many opportunities along the way to have a different outcome that were botched by your company.  That is why I am glad that we have the Revdex.com to report this type of business activity. 
Regards,
[redacted]