Carfax Inc

The customer purchased the Unlimited CARFAX Reports. The order page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited Reports by U.S. License Plate / Valid for 60 days" and also states this on the order page under the Customer Agreement, to which the customer read and accepted...

before placing their order.
As a gesture of goodwill, the customer was given an additional twenty CARFAX Reports to run by VIN and was advised to contact us again if more VIN searches are required before the expiration date of 06-12-2016.

CARFAX receives electronically-submitted data records from our data sources, and loads these records directly into its Vehicle History Report database as they are received.  Because CARFAX does not receive any paper documents or perform any data entry, an error made by a data source may...

occasionally display on a CARFAX Vehicle History Report.If there is an error on the customers CARFAX Report, we have a process to fix it.  The customer can fill out the online consumer data correction form here: http://support.carfax.com/c_datarequest
After the form is filled out, the customer will receive personalized service from a member of our Product Support team within the next few business days who will detail the next step in the process - including any information that may be needed for updating the CARFAX Report.  Then, if the record is found to be in error then it will be corrected as soon as possible.

The Unlimited plan is unlimited CARFAX Reports by U.S. license plate, which is stated in the product selection box on the order page.  While the plan does include five CARFAX Reports by VIN as a courtesy, it is a license plate plan.

The CARFAX order page states that the unlimited plan is unlimited using the U.S. license plate.  The Customer Agreement, also on the order page, states that the license plate is required to run CARFAX Reports for that plan.  The details are also listed in the purchase confirmation page,...

the receipt email, and listed in the account.  While we cannot issue a refund because so many CARFAX Report were run, we would be happy to add some additional VIN searches to the account if the customer would like to contact our Customer Support Team.  http://[redacted]

CARFAX offers three CARFAX Vehicle History Report packages to consumers on its website, www.carfax.com.  A single CARFAX Report, five CARFAX Reports (both of these accounts can use the VIN or the license plate), and Unlimited CARFAX Reports for 30 days using the U.S. license plate.  The...

order form specifically states "Unlimited CARFAX Reports only $54.99 / Unlimited Reports by U.S. License Plate."  The details are also listed in the Customer Agreement on the order page, which the customer must read and accept before placing the order.  It is also listed in the order confirmation page, the receipt email, and upon logging into the account.

Complaint: [redacted]
I am rejecting this response because:
While I agree with CARFAX's assessment that they did inform me, in the absolute strictest legal sense, there is still a huge problem here. Yes, I agree that their collective butts are covered by their legal jargon. There is indeed plenty enough words in the contract and on the website to say that I SHOULD have known what I purchased. However, when numerous people have been duped into believing they are buying something other than what they are buying, it's obvious there is a problem. CARFAX preys on the psychology of the buyer. If I am NOT the only person who has interpreted their website and advertisements this way, then there is indeed a noticeable, and potentially measurable effect on potential customers. If this measurable effect translates to sales, and sales that would have otherwise been lost had the consumers more fully understood what they were purchasing, this can be reasonably asserted to be an unethical business practice. Unfortunately, the metrics needed to make such assessment are outside my ability to quanitfy; but, anecdotally it appears there are many people who have been confused by the way the CARFAX unlimited product is marketed. Everything from font choice, type size, and word order, as well as imagery layout suggests a strong bias towards implying that VIN searches are CARFAX's primary service they sell. I also feel that a random sampling of potential customers would illicit an agreement. Furthermore, I think if CARFAX submitted their marketing materials to marketing programs in universities, they would likely agree the content heavily emphasizes the VIN search capability. 
My complaint stands, CARFAX is knowingly conducting a fraudulent form of business. They are indeed covered LEGALLY, but it does not cover them ETHICALLY. As soon as my subscription ends I will fully terminate my relationship with CARFAX and encourage others to do the same. 
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:On the order page of their website at the bottom left corner, it clearly states: 
"Money Back Guarantee if Not 100% Satisfied - No Risk!"
There are no disclaimers or restrictions noted
I ordered this based on the need to buy from a dealer (by VIN), not a private party (by plate #)
Furthermore, this is not just 'not clear' to me, it's 'not clear' to many other purchasers according to this website of complaints from other unsatisfied customers.
I am respectfully requesting that they honor this statement on their website, instead of the hidden, obscure, misleading, conflicting statements of only offering a money back guarantee only if you have used 2 or less VIN searches according to the customer agreement and 3 or less according to the refund submission webform (error message is displayed in red after you click submit).
Or, I would much prefer the option to do unlimited VIN searches for 60 days, which is what I originally paid for and in all sincerity believed I was purchasing. 
I would also respectfully request that CarFax make a clear statement that indicates (as they said in this response) "CARFAX does not offer or advertise an unlimited-by-VIN plan"
This would be EXTREMELY HELPFUL in making a purchase decision - I would not have purchased this product if this were clearly stated exactly as mentioned in the customer service response.
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 only thing CARFAX "verified" was that the seller "disclosed" structural damage at the time of auction.  They aren't able to furnish a single document (accident report, inspection report, etc) to actually verify structural damage.  The CARFAX representative I spoke with, [redacted], said when structural damage is reported at an auction, the buyer receives documents outlining the extent & nature of the damage.  My dealership received no such documents.  All they received was the car's title.  They're basically taking the word of a used car salesman that they announced damage.  CARFAX is completely reckless with the information they post on their website.  They have absolutely zero checks & balances when it comes to actually verifying any of the information they post on their site.  There's no governing body that monitors these reports.  They aren't accountable for any of the information they have on their site and they blatantly state in their Terms & Conditions that they know (and don't care) that the information on their site is inaccurate.  There should at least be a statute of limitations on how long after an incident they're able to post it on their site.  Unfortunately for me and all the other victims that have been rear ended by the bogus service CARFAX provides, the vast majority of car buyers live & die by their awful slogan "Show Me the CARFAX."  
Regards,
[redacted]

In the product selection box on the CARFAX order page, it states, "Unlimited CARFAX Reports only $54.99, Unlimited Reports by U.S. License Plate Valid for 60 Days."  This is because the plan us unlimited using the license plate.  This is also mentioned in the Customer Agreement on the...

order page, on the order confirmation page, in the receipt email, and from within the account.  CARFAX has not received an email from the email address provided, [redacted].COM, however contact our customer support team to discuss adding VIN searches or a refund is simple.  Just click the help button at the top or bottom of any page to contact us.

CARFAX can only report the information that has been reported to us by our sources.  If you would like to make sure more information is reported to us, there are several options available.  The service facility can contact their customer support team at CARFAX...

via https://service.carfax.com/csn/, or the vehicle owner can provide copies of service invoices through the Data Research Request form located here: http://support.carfax.com/c_datarequest.

I was able to locate the CARFAX account purchased by the customer searching our records by their name.  The email address they provided to the Revdex.com ends in 98, yet the email address they provided when purchasing the CARFAX account ends in 99.  The customer...

can log into their active CARFAX account using the email address of [redacted], and once logged in, they can fix any errors in the email address they provided.  If they need any assistance, we offer support through email and live chat through our Help Center at support.carfax.com.

I want this company to stop giving out false information about me.

We can't always prevent errors from being reported to us, but we can help you fix them!  Please complete a Data Research Request form located on her Help Center to get in touch with a Resolution Manager who will walk you through the process.  A direct link to the form is below, but you can...

also get to it by visiting our website, www.carfax.com, and clicking the "Help" button at the top of the page.
http://support.carfax.com/c_datarequest

The customer submitted a data research request, which is currently being reviewed by a resolution manager.  Once our research concludes, the customer will be contacted...

directly.

The order page states that the Unlimited plan is unlimited using the U.S. license plate.  I am sorry if the customer thought that meant something else.  We do not offer or advertise an unlimited-by-VIN plan, and we cannot issue a full refund due to the number of CARFAX Reports that have...

been run.  Because he ran five CARFAX Reports, we can either refund the account down to the price of a 5-pack ($5 refund), or reset the account adding five VIN searches.  If he would like to accept either of these, he can contact our customer support team through our Help Center. http://[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:
You are wrong there are plenty of cars that show incorrect information. Your resports are no good. 
Regards,
[redacted]

As it states on the CARFAX order form and in the Customer Agreement, the Unlimited plan is unlimited CARFAX Reports using the U.S. license plate for 30 days.  CARFAX does not offer an unlimited by VIN plan.

The CARFAX Report shows that the vehicle does not have a salvage title.  Title brands are guaranteed by the CARFAX Buyback Guarantee.  Other information, including problems, are not always reported to CARFAX when a CARFAX Report is run, and therefore CARFAX does not guarantee any other...

information.  The source reporting the total loss to CARFAX was not reporting information to us when the vehicle was last purchased.  The CARFAX Report would have stated that not all information is reported to CARFAX and recommended a pre-purchase vehicle inspection to check for prior repairs and hidden damage.  CARFAX cannot offer any compensation on this matter.

Much of what the customer states
in his rejection to our response is not factual and has already been addressed
in my previous response.  As has been stated to the customer repeatedly,
CARFAX was not in possession of the total loss record at the time he ran the
CARFAX Vehicle History Report, and since CARFAX can only report the information
reported to it, the total loss record could not have displayed on the CARFAX
Report. 
As I told the customer in our phone
conversation, I would be happy to provide him with our corporate address, which
is listed on our website, www.carfax.com
(as well as the Revdex.com website the customer visited to file his complaint).
 However, CARFAX cannot give legal advice, and, therefore, I cannot advise
him if using our corporate address would fulfill any requirements for his small
claims court claim. 
At this point, CARFAX has
responded to the customer’s questions several times and has no further
information to provide, and, therefore, we now consider this matter resolved.
CARFAX, Inc.
5860 Trinity Parkway
Suite 600
Centreville, VA 20120

The complaint states that
the CARFAX order page does not specify the VIN limit for the Unlimited Reports
plan.  As one can plainly see from this
copy and paste of the order page below, the Unlimited plan clearly states that the
plan is limited to U.S. license plates...

only.
 
Unlimited CARFAX Reports
only $54.99
Unlimited Reports by U.S. License Plate
As a courtesy, the plan
does come with five CARFAX Reports by VIN, and upon logging into the account,
it clearly states there are five VINs remaining by which to search. 
I could find no record of
being contacted previously by this customer. 
For fasters service, I encourage them to contact our customer support
team through our Help Center. http://support.carfax.com