Carfax Inc

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: 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 recently tried to trade in my car and was notified that carfax has listed my car a been "deemed a total loss" in an accident. When a car is "deemed a total loss" it basically means that car has no value for trade in value. I have contacted carfax so they could correct the error and change the classification from "deemed a total loss" to a fender bender which is what it was on my report by email and was notified that they would get back to me in one business day. I contacted them 3 or 4 days later and still did not receive a response. I contacted them again a week later and still no response. I called carfax on 4/2/2013 and was told there is nothing I can do except wait for a response from carfax. I explained that I am trying to trade in a car to buy a new one and am still waiting for their response.Desired Settlement: Please fix report on my car as I need to trade it in. Car also needs to have better customer service, their operator is the only person who you can speak to and she can give you no information so you are basically held hostage by carfax until they decide to get back to you.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX has resolved this

matter with the customer. Based on the

letter we received from the insurance company, the insurance-reported total

loss was removed from the CARFAX Report on April 5, 2013.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: Car fax has posted/filed grossly incorrect information about my car.Desired Settlement: I want the information corrected to reflect the truth.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

If information displaying

on a CARFAX Vehicle History Report contains an error, we have a process to

correct it. Simply fill out the online

research request form located in the Help Center on our website. For convenience, I have included a direct

link to the form. [redacted]

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: My complaint is about Carfax's "Unlimited" plan which is offered on their website. It advertises unlimited use for researching automobiles. There is no mention of a limit for looking up VIN numbers of cars! This is deceptive advertising, they should state the exact number of VIN look-ups. I have contacted the company and expressed my anger at this deception. I would like my money refunded as the their page is misleading and they omitted such details on purpose. I had complete trust in this company until I came across their misleading ad and I hope they will fix this matter.Desired Settlement: State on your site (limit to 5 VIN numbers)

Business

Response:

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

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: you mentioned that the limited number of VINs can be seen "upon logging into the account". This means that the customer have already made the purchase and only discovered your deceptive advertisement after making the purchase. This is not acceptable. Also, it's not my problem if you can't find a record of my complaint to your company.

Regards,

Business

Response:

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. The customer should not have expected any searches by VIN.

Unlimited CARFAX Reports

only $54.99

Unlimited Reports by U.S. License Plate

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: your argument is biased and doesn't make any sense and you are reading the offer from the firm's perspective not the customers' . Look at your other offer "5 CARFAX Reports $49.99" vs "Unlimited CARFAX Reports only $54.99". This is where the deception takes place, either pay $49.99 for 5 reports, or pay $54.99 for unlimited reports. Your deceptive advertisement is changing the types of reports between offers. I demand a refund.

Regards,

Business

Response:

The customer is refusing to accept the fact that the order page clearly states “Unlimited Reports by U.S. License Plate.” I understand why they are refusing to accept this, because it completely voids any legitimacy to their complaint.

Review: Carfax provides 3 types of plans for consumer purchasing that start with “1 carfax report,” “5 carfax reports,” and finally “unlimited carfax reports.” I purchased the unlimited carfax reports presuming I would be getting exactly what the advertised product stipulates. When running a couple of searches, I realize that the package includes 5 free searches and only unlimited searches using the license plate of the intended vehicle. After contacting carfax, I was denied a refund and told that no package includes unlimited VIN searches, but rather that you can only run unlimited license plate searches. I ran 1 (one) VIN search and 2 (two) license plate searches (one on my own - car to test). On the order page linked below, there is no indication of this limitation, which is a classic bait and switch (whether intentional or not) advertisement. I am requesting a refund of my purchase.

Business

Response:

In the product selection box, the CARFAX order page states that the Unlimited plan is unlimited using the U.S. license plate. It is also on the order page in the Customer Agreement, as well as the purchase confirmation, receipt email, and stated in the account upon logging in. Below is a direct copy and paste from the product selection boxes on the CARFAX order page:

Review: On Sept 20, 2013 I bought a gorgeous Clemson orange 2006 [redacted]-35 with 54,000 miles on it from Luxury Cars of [redacted] (LCC) for $19,100 plus taxes, tags, etc. The salesman, Victor V[redacted] told me that there was a "clean" Carfax (indicating no known accidents). I traded in a 2001 [redacted].

After a few months, I decided I needed a larger car for my antiques business, so I put my [redacted] on [redacted] for sale. In late June, 2014, I found a buyer who offered me $18 500 for my car. The buyer emailed me the day I was supposed to deliver it to him and said he had run a Carfax on my car and there was an accident , so he was no longer interested in buying the car!

Shocked and dismayed, I called and visited LCC. The sales manager Dennis S[redacted] ran a new Carfax and there was the new information--a disabling accident with airbags deployed! He did call Carfax and they said that the original Carfax document which I was supposed to have been given a copy of and asked to sign (that did not happen) has very small print that indicates that information may be incomplete.

Carfax advertisements lead consumers to believe that a "Clean" Carfax report means you are getting a car with no known issues. Consumers have no way of knowing that a clean Carfax can change months later severely devaluing the car they purchased.

I have tried to sell my car for a months now and can get no individuals to buy it because it had a disabling accident with airbags deployed. Car dealers want to give me $12,500 or less trade-in value on a car that NADA lists as having a $18, 675 trade-in valie.

I want my money back for the vehicle I purchased or at the very least the difference between what I paid and what it should have been worth (a $7K to $8K differenDesired Settlement: I want my money back for the vehicle I purchased or at the very least the difference between what I paid and what it should have been worth (a $7K to $8K difference)

Business

Response:

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.

Review: CarFax reports 'incidents' or accidents among other things, pertaining to vehicle's history. These incidents negatively impact the perceived value of a vehicle, and having an incident on the record immediately lowers the value to a prospected dealer buying the car as a trade-in. It also 'scares' away other prospective buyers in the private market. Carfax does not clean their data, nor fact check, unless prompted. If there is an erroneous report/incident, one may only submit a form to request action, but it is not possible to call them. One may email them, but no messages are returned until they have researched the claim, which can take up to 5 business days. It is impossible to have them correct a 'clean' record, meaning they have no way to know if there has been damage to vehicle, if it was not reported properly. They are simply a data curator and reporter ,and take no responsibility for the data, or the impact it has on the value of vehicles that have incidents reported. They don't make the information transparent so one may research on their own, and they don't communicate openly. The information they present can cost a person $1000's of dollars, and significant time spent in trying to sell a car or convince a buyer that the report is false. Meanwhile, there is no compensation to the car owner if a false report is made, and there is no compensation to a person who purchases a Carfax report which turns out to influence their purchase decision. Whether they didn't buy a vehicle b/c the incident report they saw, or they did buy a vehicle b/c it had a clean report, but in reality the car had been in a significant accident and was damaged, but repaired. They don't take responsibility for the inflated value that the market has put in their product.Desired Settlement: I would really like them to compensate me for the time and $ lost in selling my car for less than it was worth due to erroneous report, however some of this was my need to execute a sale quicly, and I didn't have the week needed to clear the report, w/o any communication from them to my daily follow-ups, besides one automated email. I would like them to make the process more transparent. I would like to have more information about the 'incident' and give the Report real value by allowing a person to research it themselves. I don't know how it is possible to deal with falsely clean reports. They need to offer restitution to anyone who obtains a clean report only to later find out the car was not 'clean'. They need to offer some sort of guarantee that their reports are accurate.

Business

Response:

CARFAX does not offer phone based customer service but does offer

live chat and e-mail customer support, and data disputes are worked on in the order they are received.

CARFAX receives electronically-submitted data records from over

80,000 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. Since millions

of records are loaded every day, every CARFAX Vehicle History Report states

that it can only rely on its data sources of the accuracy of its

information. Therefore, CARFAX does not and cannot guarantee the accuracy

of information reported to CARFAX by its sources.

A California police department reported the accident to CARFAX

for the customer’s vehicle. It was only after contacting the police

department that CARFAX was able to verify that the accident was reported for to

it for the wrong vehicle. The customer’s case was resolved and the

accident record was removed on September 12, 2014.

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 service that this business provides creates 'fact' where there is fiction and does not take any responsibility for it. In my case, I could resolve the issue, after many days with no communication. The fictional data cost me $2000 and 5 business days, and the car I wanted to buy at the moment (very low inventory of the make/model I was interested in).

Review: Looking to trade in a vehicle. Luckily after some low trade in value quotes, 1 dealer informed me that my report shows an airbag deployment which is NOT the case. This was an "accidental" learning of this info. If not for the dealer informing me, I would have lost trade in value due to carfax's error. I Confirmed the police report from the stated accident and airbags did NOT deploy and is documented as such by the police department . I Called carfax to fix. I was Promised a response in 1-2 days. Looks like response will now be for upwards of 2 WEEKS! Looking to purchase a particular used vehicle and this delay will likely eliminate the possibility of this purchase. No other cars of similar value and degree of "usage," available within this price range. If this unsolicited service is done poorly and not staffed well enough to fix the problems that it causes, the company has a dramatic flaw that it should be responsible to fix.Desired Settlement: Prompt (1-2 days) repair of my report so I do not lose the possibility of car purchase of my choice

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On April 17, 2013, CARFAX emailed the following response:

Good Afternoon

[redacted],

Thank you for

contacting CARFAX and sending in the Police Report.

I have submitted your

data dispute under case number [redacted] and based on the Police Report, I have

updated the 12/19/2012 accident record to now read:

12/19/2012

Connecticut Damage

Report

Accident reported

Involving rear impact

Minor damage reported

I have also sent you a

separate e-mail with a 14 day link to the updated CARFAX Report.

Please let me know if

there is anything else I can do.

Thanks so much for

your patience and have a great day!

Resolution Manager

CARFAX, Inc.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Consumer

Response:

From: [redacted]

Date: Mon, Apr 22, 2013 at 8:21 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

my issue has been resolved. I do not think the business has planned

on making any modifications to his methods and this is disappointing;

But I wanted you to be aware that My specific concern has been

resolved.

THanks

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,

From: jessica phillips <[email protected]>

Date: Mon, Apr 22, 2013 at 8:21 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint #9504754.

To: "[email protected]" <[email protected]>

my issue has been resolved. I do not think the business has planned

on making any modifications to his methods and this is disappointing;

But I wanted you to be aware that My specific concern has been

resolved.

THanks

Jess Borkowski

Review: Carfax creating an erroneous report concerning our car. When we attempted to contact carfax for the purpose of fixing this report, we were unable to get anyone to help us. No one would even talk to us.

We suffered a monetary loss due to the false report. The false report could not be verified or retracted at the car dealership and we lost $1000 dollars on the trade of our car.

The report issued by carfax was totally incorrewct and we could not get anyone at carfax to respond to our issue.Desired Settlement: We wish to speak with a customer service person at carfax for the purpose of correcting this erroneous report.

We would like to clear the title issues of this car.

Business

Response:

Dear [redacted]:

Review: I have been waiting to here from CarFax on a problem of a correction on a CarFax report. I have sent them all of there required paper work by fax and regular mail and still do not know the status of the problem. I would like to here from a person by phone on the status of this problem.Desired Settlement: I would like to know the status of my problem. I have been given five reference numbers that were sent to me stating that it will be looked at by a team member but not one answer to if the problem has been resolved.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX removed the

odometer reading disputed by [redacted] on 6/17/2013. CARFAX sent the following emails to the

provided address to notify him of the changes:

-------

(6/17/2013 4:05 PM)

Hi [redacted],

I received the corrected title that you sent and have removed the

odometer reading in question from the CARFAX Report. I have also sent you a

separate email that contains a link to the updated History Report, the link

will be active for 14 days and should reflect the changes I made to the history

report by the end of the day today

Thank You,

Resolution Manager

CARFAX, Inc.

-------

(7/1/2013 8:58 AM)

Hi [redacted],

Per the email I sent to the address you used when you sent your

original request to correct the CARFAX Report, I have removed the odometer

reading in question from the CARFAX Report.

I will also send you another email that contains a link to the updated

History Report.

Thank You,

-------

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: Purchased an unlimited Carfax reports for $54.99 on November 5. After running only three I was told I was out of reports and needed to purchase more. I contacted customer service three times and called twice to leave messages, and no call or correction after two days. I called corporate and was able to speak with someone who told they were working customer issues from October 31 and they would get to me in one to two weeks. I explained that I'm shopping for a vehicle now and needed access to run reports as paid for now. She connected me to the voice automated system again to leave another message. This is not acceptable.

Business

Response:

We appreciate the

opportunity to offer the following response to the subject complaint. CARFAX received one email from the customer,

and on November 11, 2013, sent the following response:

Hello

[redacted],

The

unlimited account allows you to run an unlimited number of private party

license plates and 5 free VINs within a 30 day time period. I see you have run

all available VINs. Since you were unaware of the limitations, I am adding 5

more VIN searches as a onetime courtesy. Good luck in your search!

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:

Your web page states:

Review: I pulled a carfax back in December 2009 in regards to a car that I ended up purchasing. The report was clean and my car reported no history of accidents or title issues. CARFAX does provide certain guarantees to their report but apparently my particular situation falls outside of that. I suspect foul play on their end to avoid having to do a payout. I recently decided to sell my car so I went ahead an pulled another CARFAX report and now I see that there was a total Loss Claim from 2007. It also notes that CARFAX started reporting on this in January of 2013. CARFAX only provides a 1 year warranty on their issues so isn't it convenient that this was outside of that time frame. I followed up with them to dispute the report and any logical person would agree that a claim of a total loss coming in 6 years after the fact is completely ridiculous. They're response was " I have verified that the total loss is correct as is." This might be a simple response and walk away situation for them, but the impact of a total loss report on a car history is no small matter. First, I never would have bought the car in the first place. To that same token, it limits my ability to sell the care, and most importantly it dramatically decreases the value. The whole reason for CARFAX to exist as a business is to avoid this very situation. In addition, let's say it was just a one-off situation and a mistake on their end. They have refused to provide me with any documentation or support to validate this claim. If they can't provide the support for the claim they shouldn't be able to report it. They failed to prevent the very situation that the company exists. It's a mistake that deserves to be appropriately resolved and I shouldn't be a victim of circumstance for taking all the right measures.Desired Settlement: The carfax guarantee should extend to my situation and I should be refunded the purchase price of my vehicle of $14,750.00

Business

Response:

A CARFAX Vehicle History Report can only display information that has been reported to CARFAX by its sources at the moment the CARFAX Report is run. Not all sources report to CARFAX at any given moment, which means new information will result in a change to the CARFAX Report when that new information is reported to CARFAX. When the customer viewed the CARFAX Vehicle History Report, that CARFAX Report fulfilled its obligation of displaying all records that had been reported to CARFAX. The CARFAX Report did not display a total loss record at that time because that record had not been reported to CARFAX by any of its sources, and that particular data source had not agreed to report any information to CARFAX at that time. Every CARFAX Report lets its viewer know that not all information, including problems, will be included on that particular CARFAX Report, and therefore recommends a pre-purchase vehicle inspection and thorough test drive to check for anything not reported to CARFAX, including prior repairs and hidden damage.

Review: Took my money and denied service. Terms and conditions are vague and arbitrary .Desired Settlement: full refund

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On August 14, 2013,

CARFAX sent the following email:

Created By: [redacted]

### (8/14/2013 7:33 AM)

Good

morning [redacted],

Thank

you for contacting us. Hope your day is going well.

I do

apologize for the inconvenience and any misunderstanding regarding the use of a

CARFAX consumer account.

You

are correct the terms and conditions does not include the word dealer however

it does state that "You acknowledge that you may only use CARFAX Reports

for your personal use. Commercial use, resale or redistribution of CARFAX

Reports is strictly prohibited. "Commercial Use" is defined as use by

persons engaged in the business of researching, buying and/or selling of

automobiles, the resale or redistribution of Reports, or any other business

purpose as determined by CARFAX, Inc". Again I apologize if there was a

misunderstanding.

I have

processed a $49.99 refund for the consumer account back to your card. It should

appear with your card provider in 3-5 business days.

We

offer several different options for business subscribers. . Please give our

Sales team a call at ###-###-#### or visit them at www.carfaxonline.com.

Please

let me know if you have any questions.

Thank

you,

Consumer

Affairs

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 HAD WENT TO GO SEE WHAT MY TRADE IN AMOUNT WOULD BE ON MY 2003 YUKON XL C 1500 THAT HAS 116995 MILES AT A DEALERSHIP THIS PAST WEEKEND. THEY RUN A CARFAX TO SEE HISTORY ON MY VEHICLE. I THOUGHT OK . I HAD TOLD DEALERSHIP OF TWO SMALL FENDER BENDERS THE CAR HAD BEEN INVOLVED IN. ONE ABOUT 7YRS AGO AND ONE OF THIS APRIL OF 2013. REPAIRS WERE UNDER $3000 AND IS RUNNING PERFECT. THE CAR IS GREAT , ENGINE HAS BEEN SERVICED FROM MY DEALERSHIP SINCE I BOUGHT.

THE CARFAX HAS MY CAR AS A TOTAL LOSS. THIS IS NOT TRUE. THE DMV REPORT SHOWS NOTHING TOO... AS EVIDENCE. MY [redacted] INSURANCE AGENTS SAYS NOT TRUE, THE MECHANIC FROM DEALERSHIP THAT REPAIRED MY CAR FOR INSURANCE SAYS NOT TRUE. I WOULD HAVE MY VEHICLE IF WAS A TOTAL LOSS.

THIS HAS AFFECTED ME GETTING A FULL VALUE TRADE IN ON MY VEHICLE. I HAVE TRIED TO REACH CARFAX, ONLY AN EMAIL REPLY FOR CONSUMERS..THEY HAVE NOT CONTACT ME BACK TO FIX REPORT. I HAVE BEEN RESEARCHERING THAT 100'S IF NOT 1000'S OF PEOPLE HAVE HAD THE SAME SITUATION WITH CARFAX AND THEY CAN'T GET RID OF THEIR VEHICLES.

THE OTHER THING THAT CONCERNS ME IS HOW DID THEY GET MY INFORMATION? NOBODY SUBMITTED A TOTAL LOSS . NOW I CAN NOT GET THE NEW CAR I WANT WITH A TRADE IN AND I HAVE EXCELLENT CREDIT.

PLEASE HELP....THE CARFAX SHOULD NOT BE IN BUSINESS.

THANK YOU,

###-###-####Desired Settlement: #1 -MY WISH WOULD BE FOR A COMPANY LIKE THIS TP BE SHUT DOWN, THEY ARE PROVIDING FALSE INFORMATION.

#2 - IF NUMBER ONE CANT HAPPEN AND IF DEALERS ARE USING THEIR INFORMATION...I NEED THE REPORT TO BE CORRECTED WITH MY VEHICLE ACCIDENT IN APRIL OF 2013 AND ONLY THE REPAIRS POSTED NOT TOTAL LOSS.

PLEASE HELP ME GET THIS SOLVED...

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX is waiting for a letter from the customer’s insurance

company to arrive indicating the total loss was reported in error. Once CARFAX receives this letter, we will be

able to conclude our research and resolve this matter. We will notify the customer directly once the

letter arrives.

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:

Thank You Revdex.com ! With your help I had gotten a response from CarFax. I have just sent them a letter from my [redacted] Insurance to have report corrected. After the research from my insurance co. they found that the report error was from them. Now just waiting on Carfax's response on to fix my report and how long will it take.sent an attachment of letter sent to CarFax from my Insurance co.

Thank you,[redacted]

Thank You Revdex.com !

Review: The CARFAX services provides a false postive match and get you to purchase a report when no real report exists. We pre-ran the vin on the vehicle thier look up. It came back with a result of 1 detailed record available. We purchased the report thinking it would provide us with the information we seeked on the vehicle. Were we wrong. The so called "Detailed Information" was that the "Vehicle manufactured and shipped to orginal dealer" this is kind of a given. They baited us into the purchase and then provided no important information provided.

This was a pure false advertising ploy to get people to buy.Desired Settlement: I request a full refund of the 39.99 purchase price do to the false positive in the pre-data returned.

Business

Response:

Dear [redacted]:

Review: The information that CARFAx collects does not provide a unit of measure. In my case I live in the United States and drive a car that was imported from Canada, this car's odometer is in kilometers. The data that CARFAX pulls does not take into account the unit of measure that is recorded. With my car I take it in for servicing and the mechanic is going to record what they see on the odometer which is in kilometers, CARFAX pulls those records and assumes that the information that has been recorded is in miles and then basis there information off of that. They then make recommendations on the value of your vehicle to the consumer. In my case the odometer reads 220, 000 km which converted into miles is 132,000 miles the CARFAX company is providing potential buyers (anyone runs the CARFAX) a value of the vehicle based 220,000 miles. I have asked that they correct the information and they will not. In addition there is not direct line that you can call to talk to someone concerning corrections, everything is through email, when you try to create a claim the link to report the the information errors out. Also this incorrect information has cost me a least three serious buyers and I've had to sell my vehicle at a loss.Desired Settlement: I would like a refund for the CARFAX and I want them to correct the information.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX researched this and removed the odometer readings

from the CARFAX Report. We consider this

matter resolved as of May 6, 2013.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I have multiple problems with this service. The site promises unlimited reports but it then does limit the number of searches by VIN to 5 which is all you can search on for cars with dealers. They don't have plates. Unlimited means without limits. The site also does not say anywhere that it limits you to a single month. Again, my searches were limited to a single month. It says that NO WHERE on the page advertising the plans. It is clearly deceptive. It also promises a Money Back Guarantee if Not 100% Satisfied - No Risk!. That guarantee is only good if you perform less than two searches. How could I possibly know if I am satisfied with a service until that service is complete? No, I am not satisfied. I looked up vehicles owned by two family members and huge events were not listed. One, and entire engine was replaced on an Azera by the dealer through a recall. Another the vehicle was involved in a 6 car accident with multiple police reports and major repairs through a dealership and claimed on insurance. That's 2 out of 2 major issues that it didn't have accurate information on. I also ran about 15 searches and only have access to a handful of those in my account. I don't know where the others went or how to find them.Desired Settlement: I would like the Money Back Guarantee if Not 100% Satisfied - No Risk! or the unlimited part to be honored. I either need enough searches to cover buying a car (including VIN searches) or I want my money back. I am still not satisfied with the service given the huge gaps in reporting but at least that would be better than nothing.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

As our order page at www.carfax.com

states, with the Unlimited plan you can run an unlimited number of CARFAX

Reports by U.S. license plate only for 30 days.

We also give five CARFAX Reports by VIN for free as a courtesy, but the

plan is for license plate searches for private party sales vehicles. This information is on the order form, in the

customer agreement (which the customer is required to read and accept before

processing their order); it is also emailed to them in their receipt email and

is shown in the account upon logging in.

CARFAX does not offer or advertise and unlimited plan by VIN.

The Money Back Guarantee, as listed in the Customer Agree

and accepted by the customer upon placing their order, allows for a refund if

less than three CARFAX Reports have been run on the account. After two CARFAX Reports, it should be

obvious whether this service is right for the customer or not. One does not wait to eat the entire sandwich

before returning it to the waitress for a refund, as they should be able to

tell within a few bites whether or not it is right for them. In this case, the customer ran six CARFAX

Reports, a value of $239.94, and therefore we will not be able to issue a

refund for the account.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: On 7-7-13 I posted my 2012 Subaru for sale. On 7-9-13 I had a man look at the car and agree to purchase the auto. He pulled a CarFax and it showed my auto went to NJ to a dealer and had over 14,000 miles on it. Error; the car never left Coloado and has 457 miles on it. I sent a request to CarFax Consumer Research #[redacted] on 7-12-13 showing the actual mileage, to this date 7-31-13 I have never heard from CarFax regarding this huge issue they have caused for me. I lost the sale of my car and spent two days on the phone with the dealer in NJ trying to get this straightened out. CarFax has shown neglience in their lack of cntacting me. I can not believe a company does not have a customer service phone number, where you can get issued resolved and help.Desired Settlement: I want a phone call explaining what happened, an appology, reimbursement for the $39.99 CarFax I had to run to see the error and some type of compensation for the loss of the sale of my car due to their lack of assistance. Money exchanged hands when th CarFax was purchased, thus a contract and they failed to follow through with the contract.

Consumer

Response:

I will remove damages over the $39.99 for the CarFax reimbursement. They need to explain their actions and lack of follow-up.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On July 18, 2013, CARFAX sent the following email to the

customer:

Good Morning,

Thank

you for contacting CARFAX.

The

odometer reading was removed in reference number [redacted]. Can you please clarify

what the error is with the length of ownership? Upon reviewing the Vehicle

History Report it appears to reflect accurately at 1 year 3 months.

Thank

you

Resolution

Manager

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: There was no appology, it costt the sale of my car, why did they never respond to the complaint I filled with them (their website says they respond in one business day), they did not agree to reimburse me the the $39.99. The response was a total sham. Unacceptable, they did nothing to resolve or answer.

Regards,

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX can only report the information reported to

CARFAX. If a service facility

incorrectly enters the wrong mileage for a vehicle, it can show up on the

CARFAX Report. I do apologize for the

delay in removing the incorrect odometer reading. I could not locate the CARFAX account

purchase, but a refund can be requested through the below form:

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: They have failed to explain why they never responded to Case #[redacted], their website says they respond the next business day. Also, the car never has left Colorado who did they get a report of a car in NJ with 14,700 miles, [redacted] Subaru swears this is a CarFax issue? Please explain the lack of response to my case, it cost me the sale of my car and I need an answer. I have applied for a refund, not much of a help at this point!

Regards,

Business

Response:

**. [redacted], I was attempting to respond to this complaint, [redacted], but it is no longer listed on the website. **. [redacted] stated that she did not receive a response to her case and also requested a refund. The refund was requested on 8/20/2013 and issued the next day on 8/21/2013. However, the research request disputing the odometer was concluded on 7/18/2013, the odometer was removed, and the customer was emailed on 7/18/2013 at 9:05 AM notifying her of the resolution. Thank you for the opportunity to address this concern. [redacted]Manager, Product Support and Data EscalationsCARFAX, 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:

I am very disappointed with their response, they did not send me a response on 7-15-13. To date I have never received a response to my complaint. Their deceptive practices are unprofessional. I am done with CarFax, I will tell everyone I meet my experience!!!!

Regards,

Review: Carfax has prohibited my ability to sell me car as they have falsely added information onto the report for my vehicle. A dispute was made to the company on my behalf via a dealership I was hoping to sell my car to. During the initial reporting to carfax, we were told this error would be researched and if found to be an error then it would be removed from the report in 24-48 hours.

After 1 week, it is still on my report (simple call to insurance company would have proven this to be a false reporting by car fax). I have tried several times to contact carfax, however they will not speak to me regarding the initial dispute.Desired Settlement: Carfax needs to fix my report immediately as I can not sell my car...I can also not afford the payment that is due on may 1st. Had carfax never fasley added this negative activity on my report I would have been able to sell my car car already. Should this not be fixed by carfax by april 30th, I will also be seeking compensation of $155.49 plus late fees caused by me not being able to sell or make the next payment on my vehicle.

Business

Response:

A total loss was reported to CARFAX for the customer's vehicle. CARFAX received the customer's data correction request on 4/28/2013 disputing the total loss. By 4/29/2014, CARFAX confirmed with the insurance company that the total loss was reported in error, CARFAX removed the total loss record from the CARFAX Report, and called the customer to notify her of the update.