Carfax Inc

Review: CarFax report on my vehicle states that it was in an accident, which drives down significantly the value of my vehicle. I have provided to CarFax a copy of the police report which clearly states that the driver's side mirror was damaged and no other damage. I have also provided them with a receipt that shows that I purchased from my Honda dealer a new mirror assembly two days after the incident.

CarFax customer service has stated it will be at least a week before someone contacts me to "begin their research" and that they "may be" willing to amend the CarFax report to show the details of the police report.

CarFax's refusal to immediately fix the CarFax report (and their inexplicable refusal to allow me to speak with anyone in the department responsible for fixing such errors) is wrong and should be corrected immediately.Desired Settlement: CarFax has the information needed to correct the CarFax report so that it accurately reflects what happened. They have refused to do so and state that they will not even begin to research the issue for at least a week. This is unacceptable. They should fix it immediately.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On September 9, 2013, CARFAX sent the following email to the

customer:

Good Afternoon [redacted],

I

spoke with my manager and got approval to alter the language to include

"damage to left side mirror". I was happy to update the Vehicle

History Report to reflect this change. I also requested if we could include

Minor Damage, as a one time courtesy based on the accident report and repair

invoice. I have included this on the Vehicle History Report as well.

You

may view the update in the link I previously provided.

Thank

you

Resolution

Manager

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I went to purchase carfax reports. On the main sales page there is 3 options to choose from:

Option 1 CLEARLY states that you get 1 report for a VIN you enter.

Option 2 CLEARLY states that you get 5 reports for a VIN you enter.

Option 3 CLEARLY says "Unlimited Carfax Reports" and then says in SMALL print "Unlimited Reports by U.S. License Plate".

So...of course any intelligent person would interpret that as "Unlmited carfax reports by VIN and as a bonus, also by U.S. License Plate"....why would I not interpret it as "only 5 reports by VIN ad unlimited only by license plate"?? Well, because the other two options CLEARLY stated just how many VIN reports I get. Option 3 did not, and the word unlimited was used as a trick tactic. I guarantee this is not the first time people have had an issue with this. If I knew I was only getting 5 reports by way of VIN number then why the heck would I get that package..I would get option 2, since the license plate look up (unlimited or not) is worthless to me. Overall I find it to be extremely shady marketing and I absolutely do not agree with it. There is no way they can blame the incorrect assumption on me. It was the way they worded things and "conveniently" left out how many reports can be done by the VIN # on option # 3 package.Desired Settlement: This business has the responsibility of giving me a complete refund. I am not a fan of advertising games. If it had said 5 reports via vin and unlimited reports via license plate....THEN it would've been clear. But this was not and therefore feel I am entitled to my refund.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

As it states in the complaint, the CARFAX order page does

clearly indicate that the Unlimited plan is unlimited by U.S. license plate

only. I am sorry if the customer did not

understand this. If he would like a

refund, he can fill out the refund request form, a link to which is included

below. He had contacted us previously via

live chat arguing over whether or not the order form was misleading, but did

not request a refund at that time.

http://www.carfax.com/MbgRefund/info.cfx

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I purchased an online subscription today that indicated that I could look up an unlimited number of used car histories. It also stated that if I was in unsatisfied, I could request a full refund. After running 4 reports, the site indicated that I could only lookup vehicles under their license plate numbers. Obviously, private owners don't feel comfortable sharing their license plate numbers in online ads. Also, dealers have dealer plates and only list the VIN number in their ads.

When I requested a refund, the form stated that because I had run 3 reports and therefore was not eligible for a refund.Desired Settlement: Full refund or the ability to run VINs for any car for no additional charge.

Business

Response:

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.

Review: I bought a Mercedez C340 in 11/ 2003 (per my [redacted] State Title) from a dealer in [redacted] and have owned the car since and still do.

I'm trying to sell the car but the CarFax report indicated a possible Odometer rollback as in 3/2005 as it was reported "In Dealer Inventory - Vehicle offered for sale".

This is obviously impossible.

I've written them but no response.

I've tried to call them but there is no phone number for Consumers, only dealers.

I'm having trouble tryhing to sell the car because of their mistake.

PLEASE HELP!!!Desired Settlement: Looking for them to correct their system and send me an email, or letter that I can keep on file for future reference.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On April 11, 2013, CARFAX

emailed the following response to [redacted]:

Good Afternoon [redacted]

Thank you for contacting CARFAX.

I submitted your research request under case number [redacted]. I removed

the offered for sale record, as it belongs to an earlier date. I also added the

[redacted] title odometer reading to the vehicle purchase date, which helped

alleviate the odometer discrepancy.

I recently sent you a separate email with a 14-day link to access and

print the updated CARFAX Vehicle History Report.

Please let me know if you have any questions or if there is anything

further I can do to assist you.

Thank you

Resolution Manager

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: THEY LIE ITS NOT FREE LIKE THEY CLAIM WHEN YOU CLICK THE FREE LINK IT DEMANDS MONEY!!!!!!

CARFAX ARE LIARS AND A SCAM!!!!!!!!!!!!!!!!!!Desired Settlement: STOP LYING AND PUT FREE LINK ACTUALLY FREE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

AND DONT CONTACT ME EITHER CARFAX I DON'T WANT YOU LIES!!!!!!!!!!!!!!!!!!!!

Business

Response:

I will need more specific information in order to respond to this complaint, including a copy of the page referencing free reports.

Review: The report on our vehicle is inaccurate. It states that our vehicle was damaged in an accident on June 21,2007. The driving vehicle which was our 05' [redacted] was not damaged, the trailer which we were towing was by a blown out tire. We have gone round and round with the officials at CARFAX with no positive results. The police report states only the trailer was damaged. No where in the report does it state that the driving vehicle was damaged or undamaged in this incident therefore they took it to "assume" that it was. This resulted in a Michigan damage report against our vehicle. This has caused me a sale of the vehicle.I have supplied CARFAX with all of the documents that they requested at a cost to me to prove my innocence which should have never been proven in the first place if someone would have recorded this incident correctly. We didn't even know there was a police report done until we tried to sell it recently.CARFAX reporting is inaccurate and can affect the sale of a vehicle. I'm very disappointed with the solution, customer service, lack of direct contact with a representative and most importantly, that the burden of proof which has fallen on my shoulders.Very disgusted,[redacted]Desired Settlement: I would like the Michigan Damage Report to be wiped completely from the vehicle history report. It should not even be there because nothing ever happened to the vehicle.

Business

Response:

The CARFAX Vehicle History Report accurately states that the vehicle was involved in the accident, and that the trailer being towed was damaged. This accurately reflects the information reported to CARFAX by the police department, as confirmed by the police report. If the police report lists the vehicle as involved in error, it must be corrected by the police department.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I purchased a carfax policy for $43.99 from a link on [redacted], which stated that I could get unlimited car fax reports. There was no mention of a time limit anywhere near the price on this webpage (I found it after I clicked on the customer agreement link, after my policy expired / the policy lasted for 30 days). This is where I have a grievance. The time limit should be near the price, in all advertising, so that all consumers can make a better educated decision on whether that policy is worth value to them. Otherwise, it seems very deceptive.Desired Settlement: I would like the time limit on the carfax policy to be visible right near the price, in all advertising.

Business

Response:

Our customer support team was not able to locate a purchase using the information provided. If the customer would like assistance with their account, they can contact our Customer Support team directly through our Help Center. http://support.carfax.com. The details of the Unlimited plan are listed on the order page, in the Customer Agreement, the confirmation receipt page, the receipt email, and upon each logging in of the account.

Review: CARFAX is reporting I have a branded California title. I originally opened a case with them on March 21st 2014. I stated that I never had a California title and that I no longer live in California. I sent them copies of my Clean Colorado title which is my current title, as well as written words from the Arizona DMV where my car was originally titled stating my title was clean, I also sent them a letter from the California DMV stating that I never had a California title. I worked with both [redacted] and [redacted] on this issue, they both were extremely rude and unhelpful. I finally talked to [redacted] and she took the incorrect information off my record. I then asked to speak to a supervisor given I was treated horribly and they were reporting wrong information. The supervisor, [redacted], was even worse than the other two. He was extremely unprofessional and told me that [redacted] had made a mistake and that my title was still branded. Yesterday, 4.8.2014 he told me that my registration did not have the actual mileage written down and therefore that is what is branding my title. This makes no sense. I was moving from out of state, so California had to do a VIN inspection and someone else declared my mileage. I have spoken with the California DMV over the phone and they said I do not have a branded title. I also have a letter stating the same information. CARFAX refuses to take the branded title off my report even though I have clear information from all states my car has ever been in that it is Clean. I have attached the documents. This has been extremely frustrating and I do not know what else I can do to have this removed from my report. Any information would be greatly appreciated.

Thank you.

[redacted]Desired Settlement: Remove the incorrect information.

Business

Response:

As has been explained to the customer on many occassions, the vehicle received a Not Actual Mileage (NAM) registration in the state of California. The vehicle will result in a NAM title brand the next time it is titled. If the DMV issued the brand in error, it must be corrected with the DMV before it can be removed from the CARFAX Report. CARFAX reports the NAM brand for the protection of all parties involved, including both the buyer and the seller. CARFAX cannot remove the brand from the CARFAX Report until/unless it is removed with the DMV.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

This was corrected in the CADMV system and CARFAX refuses to take it off of my report. Regardless, my title is not branded as they are claiming on my report. Never has been, still isn't. They are claiming a false report. There was an issue with my registration which was corrected, my title was never branded.

Regards,

Business

Response:

The customer notified CARFAX yesterday via email that the Not Actual Mileage brand was finally corrected with the CA DMV system. CARFAX was able to confirm this with the CA DMV this morning; the brand has been removed from the CARFAX Report and the customer has been notified directly.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please note the NAM brand claim made by carfax stating my title was branded was incorrect. My title was never branded. The information they had reported all along was incorrect. If carfax is going to report that my title was branded in California, even though I never even had a title then they are getting their facts from an invalid source. I still think this company reports fraud information and that they should have to prove their source of information. This caused me a headache for 2 months proving my title was not branded in California to carfax. Not having a California title should have made that clear but they proceeded to make it an issue. The employees are also extremely unhelpful and unprofessional. Clearly I am not the first to have an issue with their incorrect claims.

Regards,

Review: I purchased the unlimited report package for $54.99 in early September. It is not disclosed on the purchasing page that it is only effective for 30 days. That is only contained in the fine print, which must be accessed separately. I didn't even begin looking in earnest for a car until the end of Oct. Now I'm ready to purchase and my subscription has expired. I am extremely dissatisfied with what I believe to be deceptive website advertising.Desired Settlement: I would request an extension of my account, or a refund.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The customer purchased the Unlimited CARFAX Reports plan,

which enables customers to run an unlimited number of CARFAX Reports by U.S.

License Plate for 30 days. The plan also

includes five free CARFAX Reports by VIN.

As a one-time courtesy, the account has been reactivated and extended.

Should the customer have any questions, and for faster

service, visit our Help Center at www.carfax.com/help.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Consumer

Response:

[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.]

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,

Review: I am complaining about the lack of customer service, accountability and reporting false information on my vehicle history report. I have considered a trade in on my vehicle and was told my vehicle was worth considerably less because of an airbag deployment in 2010. I was shocked to hear this because it never happened. After a lengthily wait time for response due to no available phone number Carfax repeatedly puts the blame on police reporting and the customer and assumes no accountability. Finally after the vehicle accident report was "researched" . Carfax finally came back saying that my vehicle accident is valid. The following is the email.Good Afternoon [redacted], I have verified that your vehicle is listed as being involved in the accident on 03/16/2010. As such, I cannot remove this record from the CARFAX Report, I do apologize for any frustrations with this! Per the police report, your vehicle was not towed, so I have removed that statement from the accident record. The police report shows that your vehicle sustained severe damage, so I have added that to the CARFAX Report as well. I emailed you a 14 day link to view the updated CARFAX Report.If you feel that the accident record is incorrect, you will need to have the police report amended to show that your vehicle was not involved in the incident. The police report is on file with the [redacted] Police Department, [redacted] County, under case number [redacted].After the police report is amended, please email me a copy of fax it to ###-###-#### with reference to [redacted].[redacted]Resolution Manager CARFAX, Inc.I have spoken with [redacted] police and and my vehicle was not involved in the accident even though [redacted] has "verified it to be so". No record of VIN, license plate or my name are on the report. Now I need to write a letter to [redacted] police and send by snail mail saying that car fax is showing my vehicle was involved to get the accident report but doesn't mean Cafax will pull the accident report of the Carfax history.Desired Settlement: I would like to make sure this matter will be resolved and hopefully not need legal matters if Carfax refuses to pull the inaccurate vehicle accident.I would like this to be expedited if possible.I would to see a legal investigation for no-accountabilty of reporting false claims. I am sure there are thousands of complaints similar to mine. This is a link to 394 complaints about Car fax. http://www.consumeraffairs.com/automotive/carfax_inacc.html. Other website report same problems.

Business

Response:

A police department has reported to CARFAX that the vehicle was involved in an accident. Upon receiving the customer's dispute, CARFAX verified with the source that the police department did report the vehicle as involved in the accident. Therefore, if the police department is reporting this in error, it must be the police department to determine it was reported in error.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I have personally contacted the police department via phone, something Carfax refuses to use with there costumers. Using the accident report number Carfax provided, [redacted] police department assured me nothing matching me or my vehicle description was involved in the accident that Carfax claims that I was involved in. Carfax has not provided one piece of evidence that I was involved in this accident. However, I have taken the liberty to request the accident report by paper mail and currently waiting for a response. Requesting this accident report was difficult because, as [redacted] police dept. state "I was not involved in the accident". Therefore I needed to provide evidence that Carfax is claiming me to be in this accident, emails were all I had since Carfax has no proof I was in this accident. They supposedly verified this with the same police I spoke with but have provided no evidence. Furthermore upon my initial complaint, the car fax report showed my vehicle towed at the accident but after being verified apparently my vehicle wasn't towed. This just shows sloppy investigation on Carfaxs end and strengthens the argument That Carfax is reporting non factual information. Just to be clear-Carfax states my 2007 Silver Toyota Tacoma was involved in a accident where it received severe damage, airbags were deployed but it wasn't towed. HuH? Even though there is no report to my insurance company of such destruction. Even though the Police Department that handles this accident states that I was not involved and the only truck even close was a 2008 Gold tacoma in the multi car pile up. Even though Carfax has not provided a single piece of evidence to back up theses claims. I truly think there are thousands of cases out there were Carfaxs sloppy reporting is affecting peoples lives. I request strict monitoring and oversight on Carfax and there fraudulent claims. Once I receive the accident report, I will send in to prove the fraudulent claim.

Regards,

Business

Response:

Thank you **. [redacted]. I apologize for the delay in my response, I was out of the office unexpectedly for a family emergency. My response to the complaint is below.

CARFAX has confirmed the accident via phone with the police department, and the customer is stating they also spoke with the police department who confirmed the opposite. CARFAX my rely on the information we have first-hand from the police department. The only option we can offer is for the customer to obtain and provide to CARFAX a letter from the police department outlining whether or not the vehicle was in an accident on record with their department.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Carfax has not personally contacted the [redacted] police department. Nor has Carfax reviewed the report for accuracy. If they had, I wouldn't be writing this letter. The [redacted] Police department has contacted Carfax via email verifying that I was not involved in the accident. [redacted] police preferred to contact Carfax via phone but a phone number is not available (part of my original complaint.) Carfax has removed the accident from my history report but l must acknowledge how much effort it took from myself and [redacted] police. Carfax put zero effort in resolving this issue. About as much effort as they put into verifying accidents. Carfax still has not removed the lien on the history report even though I have the title and requested them to do so. In short, Carfax's history report of my vehicle was riddled with mistakes.

Review: They advertise unlimited car fax reports for 30 days and that's not the case. You only get 5 carfax reports thru the VIN number and unlimited license plate checks. They do not mention this on their website.Desired Settlement: To get unlimited carfax reports and for them to properly start advertising their product.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The order page does clearly state “Unlimited Reports by U.S.

License Plate.” The customer is actually

not purchasing any CARFAX Reports by VIN, but as a courtesy, the Unlimited plan

does include five CARFAX Report searches by VIN for free. This is also mentioned in the Customer

Agreement, to which the customer agrees before purchasing, as well as the

receipt email sent upon purchase, and is listed in the account upon each login.

CARFAX neither offers nor advertises an unlimited VIN plan

at this time.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: On 7-19-2013 I paid carfax to tell me if the used truck I was going to buy had been in an accident. They told me it had not. Yesterday on 8-20-2013 I got insurance for the truck and was told it had been in an accident in 2011.Desired Settlement: I would like to be reimbursed for the failure of carfax to do what they told me they would do!

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

Contrary to **. [redacted]’s assertion, CARFAX did not tell him that

the vehicle “had not been in an accident.”

The CARFAX Vehicle History Report actually stated:

Review: I own a 2000-Jeep Cherokee- VIN # [redacted]. I was about to trade it in to purchase a new car, when the dealer pulled up a CARFAX report on the car. The CARFAX report erroneously states that the car was a "total loss" in 2009. This information is INCORRECT. While this car was hit by another driver, she was driving a car. She did some damage to the Jeep (bumper, light, etc.), but there was no structural damage to the car. Her insurance company PAID TO HAVE THE CAR REPAIRED. It was NEVER declared a "total loss" or totaled. In fact, the CARFAX report goes on to indicate that the registration on the jeep was renewed twice after that. This has created a substantial problem for us. I was trading this car in on the purchase of a new car. The dealer will NOT take the car in trade until the misinformation CARFAX produced is corrected. I stand to take a substantial financial loss if CARFAX does not correct this information immediately. In addition, I would like to know where they got this erroneous information.

Again, this car was NEVER totaled, NEVER considered a "total loss" and I want CARFAX to correct this report ASAP.Desired Settlement: I want CARFAX to immediately correct the CARFAX report. It is imperative that I immediately receive a corrected CARFAX report so that I may trade this car in as part of my purchase of a new vehicle. I would also like to know where CARFAX got the incorrect information, as there was NEVER any discussion, reports, etc. indicating that this car would be totaled as the result of a minor accident.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On July 10, 2013, CARFAX

received a letter indicating that the total loss was reported to CARFAX in

error, and thus was removed from the CARFAX Report. The customer emailed this information the

same day.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: Carfax reported that my vehicle was involved in an incident or an accident which is simply not true. The particular entry did not have any supporting information or documentation, nor did it mention anything at all about the alleged incident. All of the other numerous entry's for service and warranty work on the vehicle were well documented. I have read hundreds of reviews and complaints about similar instances about Carfax and their poor and unsubstantiated reporting. Their fabrication cost me $1,000 on my trade in and there was nothing I could do about it. The dealer found my car to be perfect but still could not give me the correct trade in value because there was an incident reported by Carfax. I contacted Carfax on several occasions asking them to please remove the incorrect entry but they never responded. I simply wanted a retraction. I called the dealer's line to carfax and was told everything had to be handled electronically and there was not anyone I could speak with by phone. This is totally unfair that a business does not have to be accountable for their inaccurate and possibly malicious practices. If the dealership is able to have the fabricated entry removed from the report, then they can sell the vehicle for $1,000.00 more, which is a SCAM that constitutes consumer fraud. Please help.Desired Settlement: I would like to get the $1,000.00 that the untrue, unsubstantiated, and undocumented entry cost me on my trade in to [redacted] in [redacted]. In addition, if the entry is not removed, the dealership will not be able to sell the vehicle for the full retail price. However, if the dealer is able to have the entry removed from the report then there is a scam which constitutes consumer fraud in which both Carfax and dealerships are involved in.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX resolved this matter with the customer on May 6,

2013.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: We went to a dealership to get a trade in value on our Monte Carlo VIN number [redacted]. The Carfax report has information listed that is false. They are stating that the car was in an accident and that the airbag deployed on 9/26/2012. This never occurred. A piece of sheet metal debre flew up from beneath the tire of a vehicle in front of me on the highway and hit the passenger side fender. I drove the car to my office and called the state trooper barrecks. I was asked to meet them where mishap accoured. I drove the car back there. There was no airbag deployed. I had the car repaired at the local Dodge Dealership Body shop. Actually same dealership that pulled the carfax report.Desired Settlement: I would like Carfax to remove the incorrect information from our vehicle report and send us an updated corrected report for us to know it has been done..

Business

Response:

Review: They had 3 offers to get a Carfax report. One report was for $39.99 or 5 carfax reports for $49.99 or unlimited carfax reports for $54.99 with no stipulation stating for how long it would run. I selected the unlimited thinking it would be as many as I would want to do. After my payment went thru, it proceeded to the next page, then it showed it was for only 30 days. Feel this is misleading the public and the amount of time expiration should be on the same page as the offers. If I had known it was for only 30 days I would not have selected any of the three. Also, after using 2 vin numbers to check on 2 automobiles, it is showing I only have 3 left, after the offer states unlimited. This offer can be viewed at www.carfax.com. You will need to type in a vehicle vin number in the upper right hand corner then select GO, to get to the offer page.Desired Settlement: Feel they need to put it up front with the offers of how long these offers as for time wise, and not shown till after you pay. Feel like it is defrauding the consumer

Business

Response:

We are sorry to hear that a customer is not satisfied with the CARFAX account they purchased. The details of the 30-Day Unlimited License Plate account are outlined in the Customer Agreement, which is listed on the order page. The customer must check the box that they read and accept the Customer Agreement before they can place an order. Because the customer has run two or less CARFAX Reports, they can receive a full refund under the CARFAX Money Back Guarantee. Simply complete this refund request form to get started: http://www.carfax.com/MbgRefund/info.cfx

Review: I purchased this car in August of 2012 and it had a clean title of my Carfax I ran on 8/13/2012. I recently went to a dealer to trade it in and they pulled a carfax that shows the car now has a Total Loss Vehicle record from the state of Texas from 12/05/2011. And a note from Carfax stating that they began reporting this information on 1/8/2013. This is 5 months after I ran a clean report and decided to purchase the car based on the carfax report. The whole point of a service like carfax and based on the commercials you see on TV and hear on the radio is to protect against exactly what happend to me.Desired Settlement: Replace my automobile with one that matches the report that I ran on 8/13/2012

Business

Response:

As each CARFAX Report states, we can only report the information reported to us, when it is reported to us. The CARFAX Report also states that not all information, including problems, is reported to us, and therefore it should always be used along with a pre-purchase vehicle inspection and thorough test drive to check for any prior damage or hidden repairs.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The advertising and commercials are very misleading and unfair.

Regards,

Review: I cannot sell my car due to incorrect information that Carfax is reporting. I never authorized Carfax to have a report on me.Desired Settlement: Either delete the incorrect information or delete the inaccurate report immediately. Failure to do so will result in additional complaints and a lawsuit.

Business

Response:

CARFAX could not locate a record of any contact from this customer. Sometimes information can be reported to CARFAX in error. We have a simple process to contact the source of the record and verify the disputed information. Simply complete the online Data Research Request form to get the process started. http://support.carfax.com/c_datarequest

Review: Carfax Sales Associate [redacted] from offered [redacted] a Product by the name of "Premium Advertising Package" free of charge for 60 days after which there would be a $299 monthly fee. I advised [redacted] that I dont like the trap of free trials then automatic billing as we get very busy and forget to review the results prior to billing. [redacted] however would not take no for an answer and eventually made a VERBAL promise to review the results prior to the free trail period ending so as to make a decision at that time to continue usage! We did have that sit down at the end of the free period and instruction was given to terminate usage as there was no data provided to support the expense.

On Thursday 13th September 2012 we wrote a letter to [redacted] requesting information about the $299 billing on our statement related to "Premium Advertising Package" we were not contacted at that time! Multiple calls have been made since that time to Carfax, mostly to voice mail boxes that NEVER get responded to. Last Friday I left a message at the general mail box ###-###-#### and as of today no return call. I called my rep today ([redacted]?) and his voicemail is so jammed it cant take any more messages, I called his boss ([redacted]?) suprised that he never calls back!

I am in retail and dont believe there is such a thing as a "Captive Customer" I believe you earn their business through solid customer communication and support! [redacted]

General Manager

###-###-#### [redacted]Desired Settlement: I would like a refund for the entire amount paid to Carfax over this period! I would also like my contract to be adjusted back to the monthly $999 unlimited report deal!

Business

Response:

CARFAX records indicate that the customer had contact CARFAX for numerous reasons over the last several years, but a request for cancellation had never been made, and thus no credits are due. The Ad Pack program has now been canceled as of April 1, 2014, and the customer should consult with their account manager should they have any questions.

Review: I was recently trying to purchase a car, but when I went to trade in my car there was an error on my carfax. I went to the dealership where I purchased my car, and they put me in contact with [redacted] @ carfax. She had me go online to submit a form explaining my issues. I was told that this would be handled within 2 day. I'm now at day three haven't heard from anyone yet and can't find a number online to call.Desired Settlement: I would just like someone to tell me if and when my carfax will be completed.

Business

Response: