Carfax Inc

Review: Carfax reported that my vehicle sustained excessive damage in a wreck when in fact a deer was hit and minimal damage to the vehicle occurred. The bumper, grill and radiator was replaced and that is all that was damaged on the truck. I am currently trying to sell the truck and this report on carfax is making it impossible to sell. The value of the truck has been greatly reduced because of this false report.Desired Settlement: Correct carfax report. If not, pay me for my vehicle. It is worthless with this report stating that the vehicle is excessively damaged. Kbb values it at 5700.00 but I can't get that for my truck with this false report.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX will be happy to research the damage event. The consumer can visit CARFAX’s Help Center to

fill out a research request form (link below).

Be as specific as possible, and for fastest results provide any

supporting documents, including a copy of the police report and repair order.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: CARFAX marked my car as having had an accident. This was discovered when I was in the process of trading my car at a dealership. Since there was a CARFAX incident, the dealership would not purchase the car without a severe discount to the price.

I have owned the car for several years and knew for a fact that it had never been in the accident reflected in the report. The report indicated an accident in [redacted] while the car was located in San Jose at the time, over 300 miles away. After contacting CARFAX, I discovered the company claimed that there had been a report from the [redacted] Police Department of an accident with my car. CARFAX supplied a reference number [redacted] and a phone number.

I contacted the L.A.P.D. via phone and talked to a senior clerk. He could not find any accident with the VIN number or the license plate number of my car. He also said the number supplied by CARFAX was not the type of reference numbers utilized by the L.A.P.D. In order to correct the report, CARFAX requested a notarized Affidavit from me, stating that I had no accidents during the time I had owned the car. I complied with that request and provided the Affidavit. Instead of removing the language as they promised, they added additional confusing language to the report that made the situation even worse.

“An accident was reported but cannot be verified with [redacted]. The date of this particular accident was not reported to CARFAX, but it likely occurred between Feb 2011 and Apr 2012…”

Now, in order to have the additional language removed CARFAX wants me to sign another document (on top of the legal affidavit I have already signed), releasing CARFAX from any liability for their report even if the vehicle is under the ownership of a 3rd party in the future.

To try to have this information corrected has already cost me in excess of $300 and I have been given the run around by CARFAX. The report is still erroneous and in worse shape than when I started this process.

I would like help from Revdex.com to remove false information from the CARFAX report that CARFAX itself has acknowledged they cannot verify.

Thank youDesired Settlement: This business has a responsibility to report truthfully what they publish and sell. If they make a mistake they should correct it A.S.A.P. Continued false information, as in this case, will erode any confidence in the company, especially as they use it as a force to avoid responsibility for their actions.

Business

Response:

Review: Prior to purchase of my vehicle in 2009, I had my vehicle professionally inspected and purchased a CARFAX report to verify it had a clean history which it did. In 2011, an accident is reported and added to my vehicle's history that took place in 2006. After telling several potential buyers that it has a clean history report and never hearing from them again, I now know why. I find out about this accident when I tried to trade my vehicle in for a new car. I contacted CARFAX when I got home so we could look into it so we could see if it was a misprint. Being reported 5 years after the incident seemed absurd to me so I was convinced that this was the case.

In the response from [redacted] the Resolution Manager, I was provided - My vehicles Vin #, Property / Casualty / 10/23/06 / Type of loss: bodily injury auto related. Since that didn't answer my question, I asked for the Official Report or any evidence to back it up for example the police report, insurance claim or other third party reports. Tia replies that the Police Department has purged the records of the incident so a police report is not possible, end of email. She did not mention or provide any of the other listed requests, so I repeated the request for records the repeated the same thing by referring me to her previous email. Unsatisfied with the lack of information I received and poor customer service, I submitted another request 2 weeks ago with "Manager" in the subject heading where I asked for help from higher up supervisors, explained all that had happened, what I needed help with and have not been replied to. There is no company office I can stop buy, phone number that will be answered or assistance online which doesn't make things any easier.

First problem - Why was a paid customer not informed of the change and provided the documentation to support the claim against their investment when this came up?

Second problem - Why is CARFAX, the sole-source automobile industry historian, held in such a high regard that their report can have influence on the value of a vehicle, but they do not archive provided reports or complete a verification of authenticity of one?

Third problem - Misleading advertizing on their buyback program lead me to believing that if I had any issues with my vehicles history that it'd all be ok and CARFAX would make things right.

I have patiently waited a month for a resolution that has yet to come and have received no acknowledgement or assistance from higher management when requested and am completely dissatisfied with CARFAX's policies, ethics and customer service. I would not have purchased the vehicle had the accident been reported considering the type of vehicle and negative effect it would have had on resale/value. I did my part and had the vehicle inspected and did not rely entirely on CARFAX but with the failed practices they have demonstrated has cost me thousands of dollars in resale to include not being able to sell to even a dealership.Desired Settlement: In lieu of all that has happened to include the lack of detailed reports to back up the claim on my car, I want CARFAX to buy my car back for what I paid for it or make up the difference that a dealership will give me on trade-in. It is completely unacceptable that a business can affect the value of personal belongings to such an extreme, yet be so negligent to paying customers, fail to archive reports/claims in full or work for a resolution.

Business

Response:

Dear [redacted]:

Review: I am owner of 2 car dealership's, we subscribed with car fax to run car fax report on all our vehicles,We signed a contract to run unlimited car fax report on all on June 2012.My rep was Ed C[redacted], He is very very big liar he came to me early 2014 and suggested me to try a new additional lead product for $499 on monthly basis so I agreed and when I realized lead program was not working I asked Ed C[redacted] to cancel the lead portion he would not return my calls he would give me run around and will not give me his supervisor name to cancel the lead portion after several email's and text message he calls me today 9/26 and get's very rude and tell's me he will not cancel the lead program for a yr since I have signed the contract and when I asked him our conversation of 30 day cancellation he denied the conversation and instead threatened me he has the power to suspend my account immidiatley.He send's me a email today 9/26 to cancel my lead program I replied him to cancel for both stores,he has suspended the entire account. I own 2 dealership's and today at 9/26/14 like he had threatened to would do he has suspendedded both my dealership's complete account unlimited car fax report and lead program. I am in a retail business and I advertise car fax on several web site's by canceling my account without proper notice to act in this manner for a employee is very un professional and his actions are going to cost my business losses which car fax should take complete responsibility.Desired Settlement: I need a apology from Ed c[redacted] and only my lead program should be cancelled

Business

Response:

CARFAX contacted [redacted] in response

to his communication with CARFAX, and the Revdex.com complaint. The CARFAX

representative addressed his concerns regarding the handling and management of

his account. We apologized for any mis-communication that took place and

offered to restore his account to good standing. [redacted] requested to

move forward with closing both of his accounts at this time and we agreed to

leave the door open if he would like to pursue a partnership in the

future.

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 bought CARFAX's 30-day "unlimited" report plan. After I bought this plan, I found out that the "unlimited" plan is only FIVE reports queried by VIN (Vehicle Identification Number)number but unlimited if queried by license plate number. All car listings are by VIN and not by license plate number and CARFAX knows this. A report is a report regardless of how it is queried. This is unethical.

If CARFAX called the plan the "Unlimited license plate query reports with five VIN queries", they wouldn't sell as many plans as they do calling it the "unlimited" plan.Desired Settlement: Be honest! Change the name of your plan, or give me unlimited VIN queries for a month as I thought I had signed up for.

If you are unethical, you will do okay for a while, but it will catch up with you.

Business

Response:

Nowhere on the CARFAX order page does it suggest the unlimited plan is by VIN. To the contrary, the order page specifically states the unlimited plan is by U.S. license plate only:

Review: Reports listed below are the consumers choice but Carfax doesn't list on number 3 option how many reports are for the subscription. One assumes it's unlimited and no search of there web site does it say the unlimted doesn't coner VIN#'s... they only give 5..

1 CARFAX Report

$39.99

1 Report

SelectSelected 5 CARFAX Reports

$49.99

5 Reports

SelectSelected Unlimited CARFAX Reports

only $54.99

Unlimited Reports by U.S. License Plate

Select

SelectedDesired Settlement: since the misrepresting of service is clear, I now do not trust the infomation listed on there website.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The customer pasted the following into their complaint directly

from the CARFAX order page: “Unlimited CARFAX Reports only $54.99 Unlimited

Reports by U.S. License Plate Select Selected.”

As it can be plainly seen, the order form lists the Unlimited package as

available by license plate only. It does

not list how many VINs are available because this is a license plate only plan,

not a VIN plan. While it does come with

five VIN searches as a courtesy, the customer purchasing searches only by

license plate.

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:

The Representative from Carfax knows this is not the true advertising for the page he is quoting from. The license plate part of the plan is written as a subdirectory to the subscription they are selling. Carfax advertises “they sell VIN information” not license plate information. When I see advertisements from them in print or television I do not think license plate information. The web page they use to pay for the plans they are selling is completely misleading then if [redacted] is standing behind his response they should also be referred to the Pennsylvania State Attorney Generals office for further review.

Regards,

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX does not advertise

that CARFAX Reports are only available by VIN.

The CARFAX homepage clearly lists that reports are available by plate or

VIN. The CARFAX order page very clearly

states that the Unlimited plan is unlimited by U.S. License Plate. It is also in the Customer Agreement, to

which the customer agreed before he asked us to place is order. It was also in the receipt email we sent to

the email address provided on the order page.

It was also listed on the account upon logging in.

I’m sorry if the customer

misunderstood or if the customer failed to read the information we provided,

but CARFAX was very clear that the plan is only unlimited by U.S. license

plate.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: On 7/19/2013 I received a copy of an incorrect Carfax Vehicle History Report regarding a 2002 Nissan Altima my wife and I own and intended to sell as close to the 7/19 date as possible. The report's inaccuracies: 1. On "2/5/2009 Arizona Damage Report Accident reported Vehicle involved in a sideswipe collision With another motor vehicle". On 7/19/2013 I contacted our insurance company. [redacted], and also the Arizona, [redacted] County Sheriff's Dept. to determine if either agency had a record of the alleged accident. Neither agency had any record of any accident as reported by Carfax. 2. Carfax alleged "3 Previous owners". My wife and I purchased the vehicle, new, in Washington State in 2001 and remain the original owners. The vehicle title number has not changed from the date of purchase to the present. Carfax does not do business on the phone so I have emailed Carfax on 7/19, 7/20, 7/21, 7/23 and provide them the above information. I received, on 7/19 and 7/21 replies from Carfax that "Help is on the way!" I have requested a corrected Vehicle History Report or a status report telling me what Carfax is doing to resolve my case. I have offered to assist if that was necessary. To date, 7/25, I have not received a corrected Vehicle History Report nor a status report. I have told Carfax that the buyer for my vehicle will not close the deal until the Report is corrected and that the money from the sale is needed to pay medical bills.Desired Settlement: Immediately correct the Vehicle History Report and allow me to print a free copy.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX sent the following

email to the customer on July 29, 2013:

Hi [redacted]

Thank you for providing your documents.

I have updated the CARFAX Report to reflect

only one owner and have sent you a separate email that contains a link to the

updated History Report, the link will be active for 14 days.

I have however verified that this vehicle is

listed on the police issued accident report in question, as such I can not

remove the accident record from the CARFAX Report. The accident is on file with

the Tucson Police Department under case number [redacted]

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I purchased a truck from [redacted] 2/7/12. on 11/08/13 found out this truck was sold at an action 10/14/2011 with known frame damage. I don't put any blame on [redacted]. I received a clear Carfax report the day I purchased the truck. Carfax guaranteed there was no documented frame damage issues. I hold them (Carfax) responsible for this problem.Desired Settlement: Refund from Carfax

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: As a high school senior with a small savings, I signed up for unlimited CARFAX checks

for two months to use in looking for a good used car. This was less than two hours ago. I find now

that only five reports are allowed using VIN numbers; other checks must use license plate. This is of

no use to me. The CARFAX website advertises a

MONEYBACK GUARANTEE IF NOT 100% SATISFIED. I wish to cancel my two-month membership

for a refund.Desired Settlement: I wish to have my $58.84 plus refunded to my credit card. The promotion is misleading.

Business

Response:

The customer purchased the Unlimited CARFAX Reports. The order

page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited

Reports by U.S. License Plate / Valid for 60 days" and also states this on

the order page under the Customer Agreement, to which the customer read and

accepted before placing their order. 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. If the customer would like to discuss their account options further, please contact our customer support team thorugh our Help Center at: http://support.carfax.com/c_contactus

Review: I purchased a package so that I maybe able to view unlimited carfax report. After my purchase, the information disclosed that instead I would only be able to view 5 carfax reports using the vin which was not disclosed prior to my payment. After I just accepted the option of only being able to view 5 reports, I was then only allowed to view 4. Then I attempted to contact the company and was unable to reach anyone on the customer service department.Desired Settlement: As it states on the web site if you are dissatisfied with the services you may be issue a refund, I would just like my money back so that I don't have to go through any more hassle.

Business

Response:

The customer raises three concerns.

Review: CARFAX report shows incorrect mileage from 2012 to 2014.

The [redacted] dealership purchased the CARFAX report that is inaccurately detailing the mileage and showing my [redacted] 2007 ** (68k miles) as for sale by dealer at 28,187 miles. There is no dispute contact information on the website.

As the owner this is a shock. That my car somehow went from regular service and maintenance to the following.

Nov 2012 43,330 miles Regular maintenance at [redacted]

Dec 2013 98,119 miles Motor Vehicles Dept. (I sent my tag renewal to MVA not MVD?)

Feb 2014 61,878 miles Regular maintenance at [redacted]

Jul 2014 28,187 miles in a dealership inventory?

There is a remarkable difference in the service since 2013.Desired Settlement: Request removal of the December 30, 2013 report and the July 14th 2014 reports.

Business

Response:

CARFAX can only report the information reported to us by our sources, which include motor vehicle departments and service facilities. If the vehicle owner believes information has been reported to CARFAX in error, there is a simple process to initiate a research request with CARFAX. The vehicle owner can access our Help Center by visiting our website, www.carfax.com, and clicking the "Help" button at the top or bottom of the page. In the Help Center, halfway down the page in the Contact Us section is a link "Submit a Request to Fix a Report" which brings the customer to the Data Research Request form. Once the form is completed, the case will be assigned to a Resolution Manager who will contact the customer directly. I have also included a link directly to the Data Research Request form below.

Review: CARFAX has used information that is wrong and reported it on my car. They used mileage from my '99 Grand Prix and applied it to my '03 VW. What they did was to use the license plate number that was on the Grand Prix on 3-3-11 and transferred to the VW on 6-30-11. The information was from having an oil change done at an independent owner. In doing so that mileage is being inaccurately reported on the VW. The mileage on the Grand Prix on 3-3-11 was 179,722. When I purchased the VW on 6-30-11 the mileage was 96,805. The dealer when pulling the CARFAX report said there is a mileage inconsistency and will not give a fair trade in value for the car. Based on the information from CARFAX there was over a 82,000 mileage difference. When probably every dealer in the country is using CARFAX the information needs to be accurate. CARFAX should only use information that can verified by VIN # and not use information from a license plate number.

I contacted CARFAX on 9-24-13 by email and received a computer generated reply that I would hear back soon. I followed up on 9-25-13 with documentation from the dealer I purchased the VW from with proof that the mileage on the VW was 96,805 when purchased. I have contacted CARFAX two more times and have as of today only received the one computer email in reply.

Please help me out.Desired Settlement: I would like for CARFAX to verify information they use is from a VIN #. Also that they reply in a timely manner to let me know what is going on. Not just a computer email saying that I will hear soon. And to have an 800 # that a person can actually talk to someone.

With CARFAX having a near monopoly in used car information they need to be accurate. Being blindsided when you go in to buy a new car with wrong information on your trade can cost a lot. In hindsight if a person could get a free report on their vehicle much like a credit report before they go to the dealer would be a good idea.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

I looked at the CARFAX

Report, but did not see any indication of an odometer discrepancy.

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,

Yes they did fix the problem. It should not have occurred in the beginning and caused a lot of problems and also financial loss. My wish is that CARFAX verify the information they put in their reports as actually being for the vehicle they report it on. i.e. check the date of the information as it relates to the vehicle and what car the license was assigned to at the time of the information.

Review: Carfax is stating that my vehicle has had multiple owners and that it has not the actual mileage on it. I've written them before and got no where. I'm trying to sell my car and they are misinforming people about my vehicle which has made it impossible to sell. It also states that because of their lies that my car is worth $2390 LESS than what it's really worth. People think that I am lying and I have missed out on several buyers because of this. I had gone to the DMV last month and they said my title looks clean and they're confused why Carfax is stating this. I a wrote them AGAIN today. I feel that carfax should buy my vehicle or at least pay the difference that I'm losing because of them ~~ $2390!!!! It's their false report that has kept me from getting a fair sale for the last two months. Thanks to them all I get are low ball prices and the reason is that the carfax states that i'm lying about the mileage on my car and that I'm not the only owner. I can't even trade my car in because of their b.s. report! [redacted]

is the report that was sent to me. What kind of service is this!?! Nothing buy lies!Desired Settlement: Thanks to carfax false reports I have not been able to sell my car for a fair value in two months! I've written them before and have lost out on multiples sales because their false report makes me look like a liar. I can't even trade in my car because their report states that I should get $2390 LESS than my car is worth because of their false information. I feel that the carfax company should buy my car for $7000 OR pay me the difference for the amount that I'm losing thanks to them ~~ $2390.00

Business

Response:

On March 4, 2014, CARFAX communicated to the customer that the Illinois DMV has issued a Not Actual Mileage branded title to this vehicle. If this branded title was issued in error, it must be corrected by the issuing authority, the Illinois DMV.

Consumer

Response:

My problem with them wasn't stating that my mileage wasn't branded. My problem was them implying that I tampered with my odometer and stating that the value of my car was $2390 less because of it. I am NOT ok with this response.

Review: I purchased my 2008 [redacted] from the dealership on 08/11/2008 with roughly 9800 miles on it. At the time of purchase, the only thing the CarFax report listed for my car was a maintenance report or two, that the Vehicle was Sold at Auction on 06/05/2008 and offered for sale on 06/06/2008. There were no accidents of structural damage reported on the CARFAX so I went ahead and purchased the car.

I recently went to trade my car in only to find out that there's "Structural Damage" reported on my car on 06/05/2008. The CARFAX report NOW states "Structural Damage disclosed by seller Based on Results of Visual Inspection." Because of this, the dealership offered me $6,000 less than what they would have had there been no mention of structural damage on the CARFAX Report.

The reason I am so upset is because the date this "Structural Damage" was reported/listed on CARFAX was 06/05/2008. HOWEVER, right below the structural damage statement, it says "CARFAX BEGAN REPORTING THIS INFORMATION (the structural damage) ON 07/10/2011!"

HOW COULD STRUCTURAL DAMAGE BE REPORTED OVER 3 YEARS AFTER THE DATE OF THE STRUCTURAL DAMAGE OCCURED??!! I have not been in any accidents with the car and with the exception of a paint job and minor body work, nobody has looked at my car in all the time I have owned it. In response to this false report, I have taken my car to my Dealership's Body shop where they confirmed upon visual Inspection that there is no structural damage to the car nor has any structural damage been repaired on the car. Had Structural Damage been reported originally, I never would have purchased the car to begin with.

I attempted to contact CARFAX regarding this problem by the only means available; submitting a request form on their website but the only response I received was an email survey asking me how my customer service experience was handled and if the outcome was satisfactory. I haven't even received a response from an actual Customer Service representative yet. They also don't have any customer service phone number you can call to actually speak with a live person which is laughable to me.Desired Settlement: I know CARFAX isn't responsible for any Losses incurred based on the information provided on their website which is why I'm not looking for any monetary compensation for this mistake. I do feel that CARFAX is responsible for correcting any mistakes or false information reported so I simply require that CARFAX removes the statement of Structural Damage from my car's CARFAX report so I can get the full trade-in value for my car.

Business

Response:

CARFAX researched this and verified on 1/31/2014 that the vehicle was sold at the auction announced with structural damage.

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: There is an error on my carfax report and they are refusing to expedite or speak with over the phone to assist with the claim and correction.Desired Settlement: I would like the report corrected within 2-4 business days not 2-4 weeks for acknowledgement only.

Business

Response:

An insurance company

reported a total loss to CARFAX for this customer’s vehicle. The insurance company later notified CARFAX

that they had reported the total loss in error, and therefore the total loss

was removed from the CARFAX Vehicle History Report. The customer was notified of this on

12/4/2013.

Review: Carfax has false information on my vehicle. They have reported that my vehicle was in a car accident on 5/12/13 and my Airbag was Deployed. This is False. I was in a car accident but it was very minor, barely a scratch on my back bumper. I was stopped at a red light when a another vehicle slightly hit my rear bumper. NO DAMAGE DONE. I've emailed Carfax at [email protected] Sunday, September 8, 2013. As of today, Monday, September 9, 2013 I've not received any calls. They do not put their phone number on their website and I have NO way to contact them other than email. This is causing me not to be able to trade my car, according to the dealer do to the information on Carfax, the vehicle is not a safe vehicle. This is also costing me higher premiums on Insurance. This needs to be corrected. I've contacted the Police Officer that took the report out of Oak Brook, Illinois and he stated that on his report he put down NO AIRBAG DEPLOYED. He did not report what Carfax is stating. I also contacted the Illinois State of Transpiration thinking that maybe they reported it incorrectly and they stated NO. On their report it states NO AIRBAG DEPLOYED. So Carfax is processing / Advertising FALSE INFORMATION. Please help me out here. I don't know how to reach Carfax, and as far as email, so far NO response. Please advise me how I can get in touch with them by phone. The Police Office is also mailing me a copy of the report to prove what was reported (NO AIRBAG DEPLOYED). I would like to know where they are getting the information from, since the Officer stated that they do not report this type of information to Carfax and the State Of Illinois Transportation also stated the same. I would like for this to be corrected As Soon As Possible, since this is costing me money. The Value of my car is at 0.--- The Carfax Case No. is 00265070----In case you need my Agency Crash Report NO from the Police, it is: OP13006334.Desired Settlement: I would like for this FALSE INFORMATION TO BE CORRECTED AS SOON AS POSSIBLE. The report should state NO AIRBAG DEPLOYED.

This was a very minor accident. Very minor damage, just a scratch that you can't even see on my rear bumper.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On September 12, 2013, CARFAX sent to the customer the

following email:

Thank you for contacting CARFAX. I have initiated

your research request under case # [redacted] and have removed the Air Bag

deployment line on the CARFAX Report as stated in the Police Report.

I have

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

the link will be active for 14 days.

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: Carfax has addressed one issue, and that is the 5/12/13 mistake they have made in reporting the wrong information. I'm thankful to that. On the other hand, they have not addressed the 2nd issue. The second issue I complained about was the 1/24/12. They have stated on the carfax report that "Damage report after accident or other incident Damage to left side quarter post Structural damage reported - Structural damage may impact vehicle safety and reliability. Get the unibody or frame of the vehicle inspected by a professional. This is FALSE information. I've contacted the Body Shop that did my work and they have stated and it's also on the detailed invoice/bill as to what they have found and replaced, there is No such language such as what carfax has listed.

This is what they have supplied to me (Left quarter Pannel Sheet Metal and Wheal House Panel. This is what was wrong with my car nothing major that was critical or Non Safety. (My report given from my body shop DOES NOT state STRUCTURAL DAMAGE! The Auto Body Shop that did my work were kind enough to send me a copy of their report and I have it in my possession. If need be, Carfax may contact the Body Shop ([redacted] Auto Body, Inc. - ###-###-#### and ask to speak to [redacted]) This should be proof enough and I'm sure they will be more than happy to submit the information to them. Also just for your information a Motorist Report was not filed by a police officer...No police officer was on the site. This happened in a parking lot, the vehicle that hit me was pulling out of his parking spot, while I was trying to get out of the parking lot. He did not hit me hard, in any event the Language needs to be changed. No such thing as STRUCTURAL DAMAGE THAT IS UNSAFE. If there is more proof they want I would be more than happy to submit it to them. This issue needs to be adjusted before I'm satisfied. One thing I can say...from this experience, I do not trust or believe in carfax.

Please have them adjust the 1/24/12 report. Thank you.

Regards,

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint. The complaint did not previously make any

reference to a dispute of structural damage.

However, based on the repairs performed on the vehicle

according to the repair order provided, the vehicle did require repairs that

the manufacturer of the vehicle would consider to be structural. These repairs included the rocker panel, sail

panel, replacement of the quarter panel, and the replacement of the wheelhouse

panels (inner and outer). These are

considered structural by the manufacturer based on the vehicle’s unitized

structure (unibody) design. They are

also considered structural by industry authorities such as I-CAR and NAAA.

While the body shop, via the repair order, can confirm what

work was done, the body shop is not a structural engineer and is not in a position

to determine whether or not these components provide structural integrity to

the vehicle. The manufacturer and other

industry authorities are, and they have determined that repairs and replacement

of these components are structural for this vehicle.

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:

9/24/13

Dear [redacted]:

I'm rejecting totally what Vince Luckely had to say about my

complaint in regard to the language used (structural damage) on the accident

that occurred on 1/24/12. It is apparent

that Carfax not only do they report false information, but at the same token exaggerate

as to the damage done.

First and foremost I did previously make reference to a

dispute of structural damage. I made it directly to Carfax dated 9/7/13. I do

have a copy of my complaint. It's evident that the defendant keeps making false

accusations.

Second, I keep asking as to where they get their information

from, but I never get an answer. The

only thing that was damaged to my car was the body, No mechanical damage where

it would endanger a driver or passenger.

I drove my car for a month before any repair was done, absolutely No

problem driving it. There was nothing

dangerous about driving my car. As for

carfax to state that the body shop is not a structural engineer and is not in a

position to determine whether or not these components provide structural

integrity to the vehicle that is absolutely absurd.

If they are not reliable people and don't know what they are

doing they wouldn't be in business. I

trust more my body shop than I do Carfax.

My car in mint condition and I take good care of it. I don't appreciate exaggeration. I would like

the language structural damage removed, since there is NO danger to anyone

driving my car!

After my two incident with Carfax, I don't have any faith in

Carfax. Whatever they state you can only

take it with a grain of salt. They have

devaluated my car, when there is absolutely Nothing Wrong with it.

I would still like to know where they get their information

from, and above all want the language changed.

Oh and by the way How Can Cafax make any comment on a vehicle that they have not personally

seen. How Dare them!

One more thing a Quarter Panel was hit above the wheel. That is the only damage that was done to the

car and in order to replace that they had to go to the route they did, only

because of the way the manufacturer built it.

Regards,

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

I looked over the

original Revdex.com complaint, and I found no reference to a complaint of structural

damage, only the airbag deployment. I

also found requests for the source only of the airbag deployment, not the

structural damage. Despite the complainant

informing CARFAX that “the Officer stated that they do not report this type of

information to Carfax,” the reality is that this information was derived from

the police report, as entered in by whoever the police department uses to enter

police reports into their database (sometimes it’s the police records

department, sometimes the state, or sometimes a third-party). The source of the structural damage record is

confidential and will not be release; however, the source is also irrelevant

because the complainant provided a copy of the repair order confirming

structural damage, as I have further outlined below.

I also noticed the

complainant said of the accident, “I was in a car accident but it was very

minor, barely a scratch on my back bumper. . . . I was stopped at a red light

when a another vehicle slightly hit my rear bumper. NO DAMAGE DONE.” The repair order paints a very different

picture from this, indicating 33 hours of body work, 2.5 hours of frame labor,

1.5 hours of mechanical labor, and 15.7 hours of painting. This is not just a scratch, and certainly not

“NO DAMAGE DONE.”

I agree with the

complainant that body work was done to the vehicle. As I explained in my prior response, this is

a unitized structure vehicle (colloquially referred to as a “unibody”) which

means the entire body of the vehicle is the structure. Exceptions are made for certain components, but

the replacement of the quarter panel and the wheelhouse are structural

repairs. I am not asking the complainant

to choose sides between the body shop and CARFAX; I am relaying the fact that

CARFAX sides with the manufacturer of the vehicle, as well as other industry

authorities, such as I-CAR and NAAA, to determine structural damage.

The structural damage

information will not be removed from the CARFAX Vehicle History Report. I can offer the following two options:

Review: The CarFax history report company issued is showing incorrect information on my vehicle. It is showing my vehicle was involved in an accident when it most certainly has not. I have done all the requested steps to get this corrected and have not received any contact from CarFax. I have submitted an online request to carfax (website states one day turn around, that was a week ago). I called carfax (phone number my insurance agent gave me and after 1 hour and 24 minutes on hold was immediately transferred into a voicemail. I emailed the contact emails I found for carfax and still Nothing.Desired Settlement: My desired outcome is for carfax to correct the vehicle history report that is erroneously showing my vehicle was involved in an accident immeidatly.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

**. [redacted] first contacted CARFAX on 8/14/2013 at 1:07

PM. On 8/15/2013 at 12:52 PM CARFAX

concluded its research verifying that the police report was issued by the

police department for this vehicle, on file with the [redacted] Highway Patrol,

case number [redacted]. If this police

report is in error, it must be corrected by the police department.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I used to work with an auto dealership and had purchased reports before. I no longer do, I wanted to purchase 1 carfax report at $39.99 then to get a better value I purchase the unlimited reports for $54.99. After purchasing the unlimited $54.99 report I could no longer sign on to get any reports as Im trying sale my mother's car. So I contacted carfax via live chat to see why I could not sign on; A person by the name of Lynsey P. which seems like she is the Rep., the supervisor and everyone in between for carfax. I really hope and believe she was just having a bad day as I've never seen any company Reps. be so rude. I have kept my conversation. I'm sure she will mutify her conversation log.

She informed me that since my email address is still the same as when I was part of a dealership I could not get a report. And I would have to call their "commercial accounts" for help. I do not have a car lot nor a I purchase many cars to be on a commercial account which I have found out is approx. $140 per month to get unlimited reports.

This company is a scam. This is their second time taking my money and have not given me the service nor my money back.Desired Settlement: I would like a full refund of $54.99. I will never deal with Carfax again.

Business

Response:

In correspondence with the customer from October 2013 through January 2014, the customer stated that he owned a dealership. During that time, he was informed that he was ineligible for consumer purchases on www.carfax.com, and, per the terms of customer agreement, if CARFAX identifies the consumer purchase as associated with a commercial entity, the account will be closed and no refund will be provided. The recent purchase was made under information for [redacted], and thus the account is closed and no refund will be provided.

Review: Carfax is misreporting that my car has a branded title when it has a CLEAN title; has always had a clean title. They refuse to confirm with the appropriate sources and continue to present false information to my detriment. I cannot sell or trade my vehicle because of their false claim. It's been nearly TWO WEEKS and this matter is still ongoing. I need it corrected immediately. When attempting to rectify the situation I submitted statements from a repair center and my insurance company yet they still will not correct the vehicle report. they claim to have "spoken with an insurance company" that confirms the car is salvaged yet they will not disclose this supposed source nor did they contact the only source that matters- the [redacted] DMV. I believe they are lying and did not 'research' a darn thing. They spoke with no one from my insurance agency. I called [redacted] to confirm.Desired Settlement: Fix my vehicle history report to reflect accurate and truthful information or pay me $6500- the difference between what a dealer has offered me for a branded title and what my car is truly worth. I also request a lifetime subscription to CarFax so that I can forever monitor their service for inaccuracies so something like this does not blindside me again.

Consumer

Response:

Review: I am trying to sell my vehicle and cannot get the appropriate value for the vehicle because Carfax has an incorrect entry on their report on the vehicle. The report states that my vehicle had an airbag deployment. My vehicle has never been in an accident nor has it had an airbag deployment. Carfax has researched the issue and cannot find any record of a police report, insurance claim or repair on the vehicle. They are asking me to get a statement from the insurance company that I had at the time with which I no longer have a policy. I have told Carfax numerous times that the vehicle never had an airbag deployment or an accident and they simply will not change their record, which is an absolute error. I think it is unfortunate that Carfax reports carry such weight and I think something needs to be done about it.

My Carfax claim# is Case#: [redacted] 09/02/2004 ref:_[redacted]:ref. The resolution manager's name is [redacted].Desired Settlement: I would like the erroneous entry to be removed from my vehicle history and I would also like an apology from Carfax.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The State of Maryland has reported to CARFAX that this

vehicle was involved in an accident with an airbag deployment. The customer confirmed there was an accident,

and confirmed some of the details reported on the police report, including the

impact with a ditch and the vehicle being towed. Therefore, CARFAX has no reason to doubt the

information provided by the state.

Unfortunately, CARFAX cannot order a paper copy of the

police report because it has been purged by the state, but will gladly reopen

our research into this matter if the customer can provide a letter of

experience from the insurance company at the time. I understand the customer believes this to be

an unreasonable request, but letters of experience are standard practice for

the insurance industry and should be easy to obtain.

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: I NEVER stated that there was an accident with this vehicle. I stated that the vehicle slid into a ditch on the side of the road and needed to be towed out because of the steep slope. I informed the Carfax contact of this in writing THREE TIMES. The police department never filed an accident report because there was NO ACCIDENT. THE AIRBAG NEVER DEPLOYED. Since the officer was at the scene when the vehicle was being towed out of the ditch he reported that he was there at the time. I don't know why, as Carfax alleges, the State of Maryland recorded this as an accident with an airbag deployment. We no longer have our auto policy with the agent and insurance company that we had at the time of the 2004 entry so I am unable to get the document from the agent that Carfax is requesting. I think it is an absolute DISSERVICE to the public that Carfax operates this way. I know that Carfax tries to protect the consumer from fraud, however in my case the record is untrue and this has hindered me from getting the true value for my vehicle.

Regards,

Business

Response:

Dear **. [redacted]: We appreciate the opportunity to offer the following response to the subject complaint. The State of Maryland has reported to CARFAX that this vehicle was involved in an accident with an airbag deployment. **. [redacted] confirmed that the vehicle ran off the road, required a tow, and a police officer was on the scene. Clearly, the police officer at the scene filed an accident report with the state. Whether or not **. [redacted] considers the event to have been an accident is irrelevant. The CARFAX Vehicle History Report is accurately displaying that an accident was reported to CARFAX from Maryland.

CARFAX recommend to **. [redacted] to contact the insurance company (not the insurance agent) to obtain information about the claim in order to assist him. Despite what **. [redacted] might believe, it is quite common for consumer to contact their former insurance companies regarding claims and I do not believe this to be an unreasonable request. However, it is up to **. [redacted] to choose whether or not he wants to attempt to contact his former insurance company; whether he accepts the CARFAX Report the way it is or wants to provide documents to get it updated. Without documentation from the police department and/or the insurance company, CARFAX must continue to report the information provided to CARFAX by Maryland.

Respectfully, [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: