Carfax Inc

Serif","sans-serif"; font-size: 11pt;">The CARFAX Vehicle History Report is a dynamic service that is
updated regularly with information received from current and new data sources.
Sources of accident data are not required to report information to our company,
so the reporting of events is based on a source's willingness to participate
with us and when they begin providing information to us thereafter. Since not
all accident sources provide information to CARFAX, we continuously contract
with new data sources for historical events in addition to receiving additional
records from our existing sources that can date back several years.  We
understand your concerns regarding the timing involved but despite our best
efforts, sources can take up to several years before agreeing to supply their
data while others may never report information to CARFAX. When we receive new
information from participating sources, we work as quickly as possible to
update the information on our report.
 
Our company never promises consumers that it has a complete
product, but, rather, mentions that is based solely on information supplied to
us. Every report suggests using our service as one important tool along with a
physical inspection in the car buying process. Since not all accident and
damage sources report their information to CARFAX, we do not guarantee accident
and damage records therefore we do not offer compensation for missing accident
and damage records.
 
On Every CARFAX Report it states, “This CARFAX Vehicle History
Report is based only on information supplied to CARFAX and available as of [the
date and time the Report is generated]. Other information about this vehicle,
including problems, may not have been reported to CARFAX. Use this report as
one important tool, along with a vehicle inspection and test drive, to make a
better decision about your next used car.”  This is located at the top of
every Report in regular text.  Each CARFAX Report also states, “Not all
accidents / issues are reported to CARFAX,” as well as “CARFAX DEPENDS ON ITS
SOURCES FOR THE ACCURACY AND RELIABILITY OF ITS INFORMATION. THEREFORE, NO
RESPONSIBILITY IS ASSUMED BY CARFAX OR ITS AGENTS FOR ERRORS OR OMISSIONS IN
THIS REPORT.”

The Unlimited plan is unlimited for 30 days.  This is stated in several places, including the Customer Agreement, which the customer read an accepted before purchasing, as...

well as in the receipt email and after logging in to their account.
A refund or account adjustment can be easily made by our Customer Support team.  Simply contact CARFAX through our Help Center to get started.  http://support.carfax.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I no longer require the services of Carfax. I have brought this matter before the Revdex.com because Carfax's advertising is unclear as to the limitations it places on future purchases. I do not have the time inclination to argue semantics with Carfax's PR department. I remain steadfast in my characterization of these practices as 'sleazy', 'misleading', and 'bait and switch'.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Regards,
[redacted] why cant you guys resolve this problem here what kind of business are you,taking advantage of people

Please contact our customer support team to request a refund of the unused portion of your account.  [redacted]
With the Unlimited plan, you can run an unlimited number of CARFAX Vehicle History Reports using the U.S. license plate for 30 days. ...

The details of the plan are listed on the order page under the Customer Agreement, which each customer is required to read before placing an order.  It is displayed on the purchase confirmation screen, on the receipt, in the receipt email, and listed in the account upon logging in.

CARFAX is currently working to resolve this matter with the customer.  We are expecting additional documentation to be provided within the next week or so, which will hopefully enable us to resolve this.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is clear Carfax and in particular the poorly trained 'manager', is only capable of regurgitating the company line, time after time and will not accept any responsibility for deceptive advertising. I no longer wish to waste my time with this company. So please just close the case as unresolved.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The business’s response to
customer’s complaint by stating that their order page DOES stipulate the
ability to run reports solely by using license plates, not by VIN, and that
this is clear. The Business provides the following support phrase that is on
the order page linked below to advertise this restriction “"Unlimited CARFAX
Reports only $54.99 / Unlimited Reports by U.S. License Plate." My
message to the business – what about this phrase exactly stipules such a
restriction in any way shape or form and how is this restriction explained in
any way? Furthermore, the order page where their packages are located as well
as the “order now” button are located via their link below. The business states
this restriction is outlined here, yet it is not found absolutely anywhere
here. The business states that by stipulating ““"Unlimited CARFAX
Reports only $54.99 / Unlimited Reports by U.S. License Plate."”, it is explaining its interpretation of “unlimited”
only meaning license plate reports, not the predominant VIN searching. The
first two packages only give you 1 or 5 reports and have no mention of license
plate searches – the option I picked advertises unlimited license
plate searches as an added bonus on top of the first two options. The business
does not see how this can be misconstrued. Furthermore, the customer agreement
is not open, nor even in fine print, it is in a submenu-link that you have to
open, but opening this is not required for purchase, just selecting the
checkbox – there is no exposure to it. In addition, that same page, in BOLD
font, states “Money back guarantee if not 100% satisfied – no risk”” – this has
no asterisk explaining the quote’s limitations in the legend or anywhere on the
site. The refund policy omits any explanation for what kinds of searches go
towards your allotment. There is no mention of VIN searches vs. License plate
searches. Purchasing a package with 5 Vin searches and unlimited licenses plate
searches means I have used (1) VIN report from my 5 and 2 out of my unlimited
reports by license plate. 
Please find the link below and attached screenshot of the business's purported explanation of this restriction, hidden outlined customer agreement, money back guarantee, and their other deceptive advertising tactics. I have called my credit card, who are currently disputing the case. I will file legal action with the state of NY - kings county court, with which I am registered. 
https://[redacted]
Regards,
[redacted]

The CARFAX order page does clearly state that the Unlimited plan is unlimited using the U.S. license plate.  This is also listed in the Customer Agreement on the order page, to which the customer must certify that they have read and accept before placing the order.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Giving me the correct address and attention to for a small claims courts claim is not "giving legal advice." I'm not sure what so is so hard to understand.
I also don't think it's fair to me that the person responding to my Revdex.com claim is the same person I had a problem with over the phone.
I was in no was not factual, I would like to know what I falsified.
This is extremely poor customer service, and I'll be sure to spread the word throughout all possible media outlets; and I will be taking CarFax to small claims court for deceptive advertising.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Whatever is it, when a person buys a car from a dealer , he never goes for a third party inspection because the dealer won't allow that.
My point is just that - I paid more money for this car.
Anyways, am going to lodge a complaint with the State Attorney General today to see what best can be done.
Someone has to own for the monetary loss that I have suffered for this.
If that's not going to help, I will discuss this case with an attorney and take it to the small claims court as I have both the copies of the Carfax reports.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1. If CARFAX had replied to my initial attempt to contact them, then I would certainly have requested a refund at that time. However, they never contacted me so I went straight to the Revdex.com and requested a refund there. I did receive a refund after I personally went to the refund link and filed the refund myself (no thanks to whoever is replying to these Revdex.com messages).2. The advertisement is indeed misleading. One glance at the screenshot (attached again) and any normal human can see how this is misleading.  The manner in which it is presented is indeed misleading to the average internet user as evident by two potential buyers questioning whether or not I was being truthful when reporting nothing wrong with my vehicle. Because CARFAX Consumer Affairs continues to be obstinate, rude, and
unapologetic, I will be filing a complaint with the Federal Trade
Commission.3. I have not had any issues getting other emails from CARFAX, so it is highly unlikely that CARFAX ever replied to my initial attempt to contact them. To accuse me of "unintentionally deleting" or my email service of "labeling as spam" shows ineptitude on CARFAX's behalf to admit their mistake. I check my email religiously and never delete a message. I've checked spam my spam and trash folders multiple times. It is more likely the CARFAX is fabricating their "response" than I deleted a message.4. I will certainly make it well known to any friend, acquaintance, family member, or future car buyer that CARFAX has reprehensible "Customer Service" and will strongly encourage them to use [redacted], [redacted], or any other vehicle history reporting service. I would personally rather purchase a lemon car than deal with CARFAX again and I will make this fact well known.
Unhappily,
[redacted]

CARFAX has billions of vehicle history records received from over 91,000 sources.  CARFAX receives millions of new records every day and is valuable resource when buying, selling, owning, and maintaining used cars.  However, not all sources report to CARFAX.  Therefore, a CARFAX...

Vehicle History Report will state that no accidents have been reported to CARFAX, but that not all information, including problems, are reported to CARFAX, and therefore the vehicle should be thoroughly inspected for prior damage before making a purchase decision.  CARFAX never advertises that it has all information, and always recommends a pre-purchase vehicle inspection and thorough test drive.

CARFAX resolved this matter with the customer on July 1, 2014.  CARFAX removed the airbag deployment based on insurance company information provided by the customer even though the police report does still indicate the airbag deployed.

On 8/12/15, CARFAX sent the customer the following email:
Good Afternoon [redacted],  font-size: 11.3599996566772px; background-color: rgb(255, 255, 255);">Thank you for contacting CARFAX Just to review, the package comes with 5 VINs because most of our customers find that 5 VIN searches can meet their needs in addition to using the Unlimited plate searches. I can understand that sometimes that isn't enough to find your next used car and this may be the situation that you are dealing with. To help, I have added 25 more courtesy VIN searches for use until 10-09-15. If you run out and need more, please let me know and I can add more for you! Also, Just a tip to keep in mind: Dealers who subscribe to our services offer a free CARFAX report when you use their services as well as when you search for cars at our used car listing site. Just click on "used car for sale" on the main website. Every listing comes with a free CARFAX report. Please let me know if this helps! Thank you for your patience.

CARFAX resolved this directly with the customer on 7/24/2015 and sent the below email response:Good Morning [redacted],  sans-serif; font-size: 11.3599996566772px; background-color: rgb(255, 255, 255);">Thank you for contacting CARFAX and for bringing the odometer discrepancy to my attention. I see your documentation shows that the reading is reflecting accurately on the report, per the Inspection Stations' records. However, using the progression of about 5,000 miles a year the vehicle going from 55,578 to 84,093 in 14 months is unreasonable. Based on this I was happy to remove the mileage reading from the Vehicle History Report as requested. I recently sent you a separate email with a 14-day link to access and print the updated CARFAX Vehicle History Report. Please allow about 15-20 minutes for the update to process and reflect on the report. Please let me know if you have any questions or if there is anything further I can do to help. Thank you so much for allowing me the opportunity to work with you, it was my pleasure and I hope you have a wonderful day

We cannot provide what information we have on this vehicle due to our contractual obligation to keep this information confidential, however the information that has been provided is consistent with an accident and not simply being stuck in the mud. This has already been verified by our source, and therefore unless you can provide documentation to state otherwise, we must continue reporting the information as reported by the source.

[To assist us in bringing this matter to a close, you must give...

us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I believe the defamation of my character deserves more of a response than a computer generated generic apology. Unacceptable.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Your competition offers unlimited VIN searches. I will be using them for all future transactions and I will also be actively recommending to my friends not to use Carfax due to this complaint not being resolved to the customer's satisfaction.  My friends will be warned not to do business with a company that refuses to be flexible in their policies and won't adapt to the marketplace.  Smart, informed consumers will make smart choices.   
This is an unsatisfactory conclusion for me. I will be filing complaints with the MN State Attorney General - and respectfully request that she remove the endorsement/recommendation of using Carfax from her website.  I have started and will continually be notifying state and national news outlets investigative reporter teams regarding the numerous other consumer complaints against Carfax regarding inaccurate information costing consumers and dealers thousands of dollars in trade in values, etc. 
I will also contact the National Association of Attorney Generals ([redacted]) to let them know that this problem adversely affects car dealers and consumers in all 50 states, (and tax revenues due to lower sale prices) in the sincere hope they coordinate a national response to this problem.
You are of course, welcome at any time to refund my money and thus cause me to stop contacting news outlets and the [redacted].  However, I will be notifying the State of MN Atty General.Sincere regards,[redacted]

The customer purchased the license plate only plan.  The order page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited Reports by U.S. License Plate" and also states this on the order page under the Customer Agreement, to which the customer read and accepted before placing...

their order.  If the customer does not have a need to run CARFAX Reports by license plate, then perhaps the 5 Pack would be the better plan for them.  As a gesture of goodwill, the customer was given an additional five CARFAX Reports to run by VIN.  
Each order does come with a money back guarantee if the customer is not 100% satisfied.  To take advantage of the money back guarantee, as outlined on the order page in the Customer Agreement, which the customer certified that they read and accepted before purchasing their account, the customer must request the refund within 90 days of purchase, run two or less CARFAX Reports, and cannot have received a refund within the last twelve months.