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[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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:
This is, by their own admission, only written in the fine print of the customer agreement (which these days nobody reads in such offers).  The offer, which is in much larger font, does not clearly state this, and is thus very misleading, bordering on fraudulent.
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:
I have used carfax in the past but never for commercial purposes and there is no way any car that I  paid to get a carfax for was for was for commercial use.  and what they are saying is a lie.  I guess if you use carfax more than once than they consider you commercial.  this case was investigated by [redacted] and even though carfax fought against it [redacted] decided in my favor.  [redacted] got my money back.  I guess carfax business practice is (we thought he was going to rob us so we robbed him).  that is not acceptable business practice and I hope that they are investigated by a news show or the government.  I don't know how many thousands of consumers that carfax has taken money from and not given  the product that they purchased.  there is no excuse plain and simple.  thank god other businesses don't share their business practices.  I would hate to go in to a convience store and be robbed by the clerk because I look suspicious.
Regards,
[redacted]

The document states that the vehicle has been inspected as of 12/09/2015, which indicates that the vehicle had prior damage.  The CARFAX Report told the customer, before he purchased the vehicle, that it had been damaged in an accident, and since not all information, including problems, is reported to CARFAX, also suggested that he get the inspected before he buys it.  If the prior damage and repairs are visible during an inspection now, they would have been more so evident had the customer taken the vehicle for an inspection prior to purchase.  The customer did not follow the suggestion on the CARFAX Report to get the vehicle inspected before he makes his purchase decision.  Further, the customer himself has since been in an accident with this vehicle, which means that any of the damage indicated in the inspection could have been caused by his own accident.  Therefore, CARFAX has not done anything wrong and is not able to offer anything to resolve this.

A CARFAX Vehicle History Report would never state that a car has not been in an accident.  Rather, the CARFAX Report would state that no accidents were reported to CARFAX, that not all information, including problems, is reported to CARFAX, and therefore the CARFAX Report should always be used...

along with a pre-purchase vehicle inspection and thorough test drive to check for anything not reported to CARFAX, including prior repairs and hidden damage.  
If someone is claiming that there is an accident on the vehicle, other than by a physical inspection, the customer why want to ask for verification of that claim.

CARFAX offers three packages: a single CARFAX Report for $39.99, five CARFAX Reports for $49.99, and Unlimited CARFAX Reports by US license plate for $54.99.  The first step in the order process is select which package the customer would like to purchase, and the customer selected (apparently...

by accident) the $54.99 package.  Contacting CARFAX customer support is simple, just click the "Help" button/link at the top and bottom of any CARFAX website page, or by visiting support.carfax.com, or www.carfax.com/help.  
Since our customer support team was able to locate the purchase, a $15.00 refund for the difference in the single CARFAX Report and Unlimited CARFAX Reports plan has been issued.  The refund has been issued but it can take a few business days to appears in your statement depending on your banks policies.
if you have any questions at all, please contact our customer support team using the links provided.

An accident was reported to CARFAX by Wisconsin.  Due to the age of the record, Wisconsin has purged its copy of the police report, but the accident record was still reported.  CARFAX asked the customer to provide a letter from his insurance company to help conclude our research, but the...

customer refused to provide it.  Thus, we had to close the research leaving the police-reported accident record in place.

Contrary to the complainant's assertion, CARFAX does not offer VIN only package options.  The CARFAX order page, in the product selection section, has three offerings: 1 CARFAX Report by VIN or plate, 5 CARFAX Reports by VIN or plate, and "Unlimited CARFAX Reports only $54.99, Unlimited Reports...

by U.S. License Plate Valid for 60 Days."  This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, as well as upon logging into the account.  CARFAX does not offer or advertise an unlimited by VIN package.
Running CARFAX Reports by license plate provides the same CARFAX Report as if run by VIN because the license plate is associated to that VIN in DMV records.  
While CARFAX does not have a call center for consumers, contact CARFAX's customer support is extremely simple.  Every page on our website includes a Help button at the top of each page, and a Help link at the bottom of each page, which brings the customer to our Help Center.  The link is also included in the receipt email sent to the customer.  We receive an email from the customer at 9:10 AM this morning, and he initiated a live chat session with our customer support team at 10:55.  While the customer did not respond to any of our questions within the live chat session, so we followed up with him via email at 11:27 AM today, stating the following:
Good Morning Andrew, 
Thanks for contacting CARFAX. I'm sorry you're dissatisfied and that we do not have call center services at this time. I see that you made your purchase at about 11:30PM last night. Please be advised that sometimes it can take 24 hours for us to review, and respond to your request if the request is submitted outside of business hours. I apologize again for any delay. 
Also, we tried to communicate with you via chat this morning, but I'm not sure why we did not get a response. The full refund of $59.87 has been issued which should post in 3-5 business days on your statements, and your confirmation number for the refund is [redacted]. 
Please let me know if there is anything else we can take of for you.

[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 business practices are obviously shady.  Talking heads such as yourself have been ignored for years for apparent reasons, but totally oblivious to people like yourself who are only worried about your bottom line.  If you think that response is valid you must be more ridiculous than I initially thought.  
I will spread the word on every public media resource I can find that carfax is a scam and should be added to the [redacted] list.  Guess thats a good place to start.
Regards,
[redacted]

CARFAX shows a mileage inconsistency because inspection stations and service facilities have reported odometer readings to CARFAX which are higher than an odometer reading reported to CARFAX on the Florida title.  The DMV and other companies may not be aware of the odometer inconsistency if...

those agencies do not have access to the inspection and service records.  This is what has been reported to CARFAX:
03/03/2010 - 29,744 - Inspection Station
08/12/2010 - 31,893 - Service Facility
03/03/2011 - 36,732 - Inspection Station
04/20/2011 - 39,315 - Service Facility
08/03/2011 - 42,916 - Service Facility
12/13/2011 - 25,868 - Florida DMV Title
As one can see, because of all the other odometer readings reported to CARFAX, either the odometer was tampered with and rolled back, or the Florida DMV has an incorrect odometer reading on file and must be corrected.  CARFAX does not have the authority to determine which is the case,. and therefore the customer must work this out with the DMV.

[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:Carfax is not supplying a Insurance company name to affect such a change. It's for carfax to report correct information not faults information. Carfax needs to supply information where the insurance company said it was a total loss.
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 advertising and commercials are very misleading and unfair.
Regards,
[redacted]

This has been resolved today directly with the customer.

[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 solution is not a solution. If I could get the police report changed I would do so. This matter would have been over months ago. It would seem if the insurance company was not reporting this vehicle as totaled or a total loss, you would remove the condition as totaled. Is that not proof enough? Do you not think that an insurance company has better information about the vehicle? This is what your response indicates. Insurance company is not reporting a total loss.
Again I say to you if you can tell me where I need to call or contact the police where I can get the report changed, I will be glad to do so, The Virginai State police tell me that after the report is filed it cannot be changed. It is not that they are refusing to make a change because of the vehicle condition., it is because they cannot change a police report after it has been filed. Furthermore, as I have stated previously the state police maintain that this is only an opinion on the police report. They are not trained nor do they claim to be trained in determining the damage to a vehicle. Therefore you are reporting an opinion on a report, not a fact. THE CAR WAS NOT TOTALED. I am not going to be satisfired until you can tell how I can get this information removed. As a consumer I think it is my right to have the correct information reported about my car. 
I am dismisayed as a consumer that I have to go to this much trouble about my own vehicle. Evidently having the title to this vehicle means nothing because your company is ruining the value because you are allowed to print out "public information" that is defined by the police department as an "opinion" and I have to go and try to get your error corrected. No where on your report does it state the definition of totaled as reported is an opinion of a police offixcer. Is this fair to the public? We are required to fix your mistakes while your company prints out public information and makes a profit on it. Where is the justice for the American citizen??? Where are my rights?
You should have a procedure to correct errors that is obtainable for the consumer. The only procedure that I can find that you offer is to get a police report changed and they tell me they cannot do this. So I, as the consumer, am supposed to just let your company report that the car is totaled with no way to get the information removed, even though it is not true? If this were costing you 5,000. I think you would be concerned at getting it removed also.
How are the Virgina State Police supposed to know what has happened to my vehicle after the accident report has been filed? This is why the State police Sargent was so baffled when I contacted him earlier about the police report and he told me it cannot be changed after it is filed. He did not understand because he said it is the insurance companies responsibility to make a determination about the condition of the vehicle, not theirs.
Is there such a thing as a corrected police report? How can you get one if this is not possible????? Again you seem to offer a solution but if it is not possible how can it be a solution? I have attempted to correct this situation with one of yor solutions , to no avail.
 
Regards,
[redacted]
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 police report was updated by the San Angelo Police Department on 1/6/2016 where they removed the 2011 [redacted] from the report and placed the accurate vehicle on the report. Please now remove the inaccurate accident from the Carfax report.Regards,
[redacted] And [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:
 
I have had several emails from [redacted], but he has not attempted to resolve the issue in an amicable way. Each response has been passive aggressive in nature with a 'we're right, you're wrong' attitude.  And some responses have become quite juvenile and unprofessional in nature. [redacted] is not interested in customer satisfaction and appears to be content with  scoring points over the unhappy customer. He is not someone who should be in a customer facing role without substantial training in customer relations.
Also if you peruse the internet, you will find numerous complaints regarding the Carfax rip-off. Their website has three options when you enter a VIN number, one report for $39.99, five for $49.99, or unlimited for $54.99.
You need to look carefully at this point, otherwise you will miss the small print, where it says 'Unlimited Reports by US Licenense Plate' in brackets in much smaller font and in italics. This is clearly orchestrated to deceive the consumer and I believe this to be deceptive practice. Why else reduce the font size and put it in brackets? Yes this was my mistake for not reading the small print, so in that respect [redacted] is correct, but it is clearly set out in such a way as to deceive the consumer.
I don't believe [redacted] wants to resolve this issue, but instead will be happy to consider this another victory over the customer.
[redacted]

CARFAX provides many free reports, including the Record Check, Lemon Check, Airbag Check, and Flood Check.  Many CARFAX Vehicle History Reports are also available to consumers for free when they are paid for and provided by vehicle sellers.  Consumer can browse used vehicles for sale that...

include free CARFAX Vehicle History Reports through CARFAX Used Car Listings, http://www.carfax.com/cars-for-sale.  CARFAX Vehicle History Reports can be purchased at our website, where the customer can also find our various free CARFAX Reports.

The CARFAX order page states that the unlimited plan is unlimited using the U.S. license plate.  This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, and within the account.  If the customer would like either more VINs or a refund, please...

contact our Customer Support team through our Help Center, who would love the opportunity to adjust your account.  http://support.carfax.com/c_contactus

[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. No offer of refund as initially requested.2. No acknowledgement of the fact that Carfax mislead potential buyers of my car by insinuating that there were nine records including "accidents/damage, multiple owners, flood damage, etc." although I know this to be completely untrue. Screenshots of the misleading advertisement are attached.3. No attempts to contact me from the original customer service complaint on 5/30/14.I will never recommend Carfax to a friend or use it myself when considering future cars for purchase.
Unhappily,
[redacted]

In the late evening of August 10, 2016, the customer sent CARFAX a corrected police report showing that the customer's vehicle had been reported by the police department as involved in the accident in error.  The morning of August 11, 2016, CARFAX verified that the erroneous police report had...

been corrected, removed the accident report from the CARFAX Report, and notified the customer via email.

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Description: Auto Services, Consultants - Automobile Purchase

Address: 10304 Eaton PL Ste 500, Fairfax, Virginia, United States, 22030-2238

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