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Carfax Inc Reviews (573)

Review: The following is in regards to two Carfax reports provided by [redacted], and throughout will be refered as 1. The second report is provided by [redacted] and through will be refered as 2. Beginning with 1, will show 3 owners, and I'm the third owner in same report. On the third page of same report, under date of 05/26/2008, there is an entry under mileage of 60,705,with an additional entry under comments Mileage inconsistency. This carfax was provided on or around Jan. 2013. On Jan.2012, I purchased the mentioned car ,2003 Ford Mustang GT, mentioned in both 1 & 2 reports. Upon the closing of an agreement with #2 provider, I was issued carfax #2. looking at same third page of same report 2, date entry of 05/26/2008, unlike the entry made in #1, this shows a no entry in the mileage column. Therefore, I wasn't afforded the opportunity to make an informed decision when I decided to purchase this car.Desired Settlement: Do to these two conflicting and accurate carfax reports, I request Carfax to reinburse me , in full, for all amounts of which I 've paid toward this automobile to the current finance company.

Business

Response:

Dear [redacted]

We appreciate the

opportunity to offer the following response to the subject complaint.

Without copies of the CARFAX

Reports which are the subject of this complaint, I will not be able to answer

[redacted]’s concerns.

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 carfax on both reports, reflect differences in mileage with no reported mileage for 5/26/2008 which was received by me when I purchesed this vehicle ,Jan. 2012. Then, in Feb. 2013, the most recent carfax , same 05/26/2008 entry somhow reveals mileage of 60,702, a distinct difference . Had this been accurately entered when I purchesed this car in Jan. 2012, I would not have purchased this car because of this discrepency.

Regards,

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX does not perform

data entry. All the information

displaying on a CARFAX Report is displayed as it was reported by the data

source. If [redacted] disputes an

odometer reading reported by a source, he will have to take his issue up with

the data source.

If he would like CARFAX

to research the issue on his behalf, he must fill out a Data Correction Request

form located on CARFAX’s Help Center at [redacted]

Respectfully,

Manager, Product Support and Data Escalations

Review: On April 22, 2013, I submitted a complaint to Carfax regarding a grave error on the Carfax Report for my vehicle. The erroneous Report contained the following two errors: (1) incorrect information regarding the circumstances as to an accident from several years ago; (3) incorrect information as to airbags being deployed and (2) incorrect information that my car was declared a total loss. These errors have cause my car to now be virtually worthless as I would have extreme trouble selling or trading in the car for an amount anywhere near what it is actually worth without the faulty Carfax Report.

Not only do I stand to lose thousands of dollars on the value of my car, I am also now forced to keep my car until Carfax corrects its error. To explain, I had paid off my car and was driving it to the point at which I would need to invest money in it for repairs, such as new brake pads or tires. The car had reached the point where it needed maintenance on April 20, 2013, so I went to a dealer to have it appraised for potentially selling it to buy a new car. This is when I was notified of Carfax’s erroneous report.

Upon filing my claim electronically on Monday, April 22, 2013, which is the only method allowed by Carfax, I received an automated email informing me that someone would contact me within 24 hours. I received no response as promised.

I continued attempting to contact Carfax by sending more emails, expressing the urgency of the situation and submitting documentation from my insurance company confirming the inaccuracy of the Report. I also explained that I am now being forced to continue to drive my vehicle in an unsafe condition as it requires new brake pads and new tires. If I were to incur the expense of new brake pads and new tires, which would cost approximately $1,000-$2,000, then this money would be a waste as I want to purchase a new car and I will never recoup this full expense when selling or trading in my car. I am now also at risk of other repairs being needed as I continue to drive the car. I also cannot sell my car as I would lose thousands of dollars in the transaction because of the erroneous report. I continued to receive no response.

I researched on the Internet to locate a phone number to speak to a live person. I was rudely shuffled around from person to person and told each time that this was not the right department. I was informed that the only method in which Carfax allows consumers to file complaints is electronically. After filing the claim, you have to wait until they contact you because all of their customer service representatives work remotely.

I continued my research and spoke to a dealership with an account with Carfax. The salesman at the dealership informed me that they have called up Carfax, given their account number, explained an error on a Carfax Report, and had the error fixed immediately. Apparently, the delay only exists if you are a consumer left at the mercy of Carfax’s convenience.

On April 26, 2013 I finally received a response. Via email, I was informed: “Your research request has been submitted and they will email you in a week or so to let you know that your research has started. I apologize that they are very backed up right now and are working on forms that were submitted on the 15th.”

I responded that I was still unclear as to when I could expect that the Carfax report for my vehicle will be corrected. From Carfax’s email, it appears that it will be at least a week before an investigation is even started, and then no indication as to when the investigation will be completed or error fixed.

I explained that this is unacceptable, as I have reached a point with my car at which I either need to sell/trade-in or put money into my car for repairs which I will never recoup. I have received no response.

The manner in which Carfax handles complaints from consumers regarding errors on vehicle reports is unconscionable. There is no way to speak to a live person, the response time is hideously unreasonable, and no consideration is given to urgent situations in which a consumer is losing money or risking hazard due to Carfax’s negligence.Desired Settlement: I want the error on the Carfax Report for my vehicle to be corrected immediately. If it is not corrected immediately, then while waiting on Carfax to do so, I am forced to either drive my car in an unsafe condition or incur expenses for repairs that I will never recoup. If Carfax takes too long, and I have to pay for repairs, then I will seek reimbursement from Carfax for the repairs. I also support an initiative requiring Carfax to provide free car history reports to consumers once every year, similar to that of credit history reports, so that people can become aware of any errors early, and take steps to correct them, before being forced into the problematic situation I now face. I also would like to see Carfax change its practices and procedures when it comes to responding to complaints from customers and fixing errors on their reports.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX resolved this matter with the customer on May 3,

2013.

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: carfax always advertise saying how accurate their report is and dealers always use that to tell us how good the car is. I bought a [redacted] 2011 which certified and carfax certified no accident. I bought the in June 2013 and car fax showed no accident. Once I bought the car the carfax started reporting that the car had an accident in September 2012. I wrote to carfax CEO but no response. I want to know if they report things almost 10 months after accident occur they must hide something or they need to write on top of the report that their report is one year old. Based on their I paid higher price for the car and now [redacted], NJ will not adjust the price.Desired Settlement: I want carfax to pay for the price difference I paid based on their report.

Business

Response:

CARFAX has no record of receiving any prior correspondence from this customer. Contrary to the customer’s statement, CARFAX does not certify that any vehicle has no accidents. The CARFAX Vehicle History Report would have stated that no accidents were reported to CARFAX, and further stated that since not all information, including accidents, is reported to CARFAX, the vehicle should be taken for a thorough pre-purchase vehicle inspection to check for any hidden damage or prior repairs. Therefore, CARFAX will not offer compensation in this matter.

Review: I recently went to a dealership in [redacted], AL to purchase a vehicle. The dealer ran my car fax and went on to tell me that car fax has my car listed as a "Total Loss Vehicle" and that they could not give me anything for my car. Upon hearing this information I immediately called my insurance company who, as I already knew, told me my car was not, and never had been a "total loss". They emailed me the information from their company with that written, as well as how much money was paid to have my car fixed. I have since purchased an Auto Check report and a Vin report. Neither of them show my car being a total loss vehicle. It isn't. I need this changed on the Car fax website immediately as this is seriously hurting me chances of selling/trading my car. Carfax does not have ANY number to reach them by so this has been near impossible to get fixed.

Here is the VIN: [redacted]Desired Settlement: I need for car fax to fix the wrong information on my car fax, immediately.

Business

Response:

CARFAX receives vehicle history information reported from

over 80,000 sources. CARFAX receives the

information electronically, directly from the source, and does not receive any

paper documents or perform any data entry.

We cannot always prevent a source from reporting an error, but we do

have a simple process to get an error corrected. Simply complete the Data Research Request

form through the link below to get the process started.

Review: After submitting a survey to CarFax informing them that their system did not detect a criminal lien on a car that I purchased. My account suddenly was locked out, and unretrievable.Desired Settlement: Since the company does not seem to want my business they should not have my money either, I want my money back.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

I could not find a record

of being contacted searching by name and email address. If the customer did fill out a survey, all

surveys are anonymous.

I did locate the account

based on the email address. The customer

purchased the Unlimited account, which allows the customer to run an unlimited

number of CARFAX Reports by U.S. license plate for 30 days. The details of the account are listed on the

order form, the Customer Agreement which the customer is required to read and

accept, the receipt email, and the expiration date is listed in the account

upon login.

If he has any further

questions, I suggest contacting our customer support team through our Help

Center, www.carfax.com/help.

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 understood the time to be 1 year. Furthermore, since I can not log into an account to verify that claim it is a little hard to prove what the business is saying.

Regards,

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

Our customer support team

will be able to access his account and offer some options. The account is too old to be reactivated, but

they can either run the remaining CARFAX Reports for him or issue a refund.

Please contact our customer

support team through our Help Center, www.carfax.com/help.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: Carfax is running this scam where customers can sign up for their "unlimited report" only to find out that they don't get unlimited reports. Unlimited reports are not unlimited....a complete ripoff. In smaller greyed out letters it shows (unlimited Reports by U.S. License Plate). This is a complete scam. If a used car is at a dealership, they do not have a license plate. Additionally, very few individuals post pictures of their cars online for sale with the license plate readable. Their website offering unlimited reports is completely misleading.Desired Settlement: Make Carfax.com update their website to clearly show that these reports are not unlimited. The wording should be changed from "Unlimited Reports for $54.99 (Unlimited Reports by U.S. License Plate)" to "Unlimited License Plate Reports for $54.99." I'd also like to reiterate that the " (Unlimited Reports by U.S. License Plate)" on their website is in smaller greyed out font and is not as readable.

Business

Response:

The CARFAX order page does clearly state that the Unlimited plan is unlimited using the U.S. license plate. This is also listed in the Customer Agreement on the order page, to which the customer must certify that they have read and accept before placing the order.

Review: I was closing a deal on a $43,000 vehicle sale, for which the buyers already had an approved loan, when they decided at the last minute to do a CarFax report. This report stated that my vehicle had been totaled on 2.2.2013 in Florida. Not only has my vehicle never been in an accident of any kind, my vehicle has never even been to Florida, and is located in Oregon. I am the only owner of the car, which I purchased new from the dealership in 2011. I called my insurance company ([redacted]) which confirmed that my record is clean. They also pulled the CarFax report and saw the same error, and cannot explain why.

As I have now relocated, and left my car behind as we all thought the deal was done, I have no further opportunity to sell this vehicle. This means that this serious error (which, according to a precedent set in the state of Florida could be considered libel, despite being about an object rather than a person) is about to cost me $43,000, unless CarFax rectifies this problem before the buyers pull out of the deal in the next few days.

I have attempted to call CarFax, but the only numbers where anyone picks up, I get either transferred to a voicemail, or hung up on after being told they can't help me. I've submitted a report online, and received no response whatsoever. If this grave error is not corrected asap, and my buyers pull out, leaving me with a $43,000 vehicle sitting in a state where I no longer live, I will hold CarFax legally liable for the amount of $43,000 or the difference in price if the car must be sold in a different fashion, in addition to all costs incurred in pursuing this matter.

The vehicle in question is a 2010 [redacted], registered in the state of Oregon, with a VIN of [redacted]Desired Settlement: - Fix the error on my report within 72 hours, or

- Purchase my vehicle from me for the $43,000 I will have lost, or

- Compensate me for the vehicle at $43,000, or

- Compensate me for the amount lost if this buyer loses interest and the vehicle has to be sold for a smaller amount.

Business

Response:

This matter was resolved with the customer on July 25, 2014.

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: Several years ago we were stopped at a light, our fifth wheel camper behind us. A car hit us. We barely felt it. We had no damage to our camper or our F-250 diesel truck. Yesterday we went car shopping and were told by the dealership that our trade-in value would be much less because Carfax had reported that the truck was in an accident. I don't know exactly what the report said, but it should have stated somewhere that we did not receive any damage. I have written carfax to correct this, but based on other complaints that I have seen online this is not likely to happen. This company with their reckless data collecting and reporting is going to cost us thousands of dollars. What in the world are we suppose to do? Sue?Desired Settlement: Carfax should be required to give vehicle owners a chance to review the data before it is put out there. They should be more clear on their reports as to what level of accident they are reporting.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On May 28, 2013, CARFAX

sent the following email to [redacted]. [redacted]:

Good

afternoon!

Thank you for

contacting CARFAX.

I submitted

this VIN for research and verified that this vehicle was listed in the Florida

accident. This vehicle was towing a trailer that was damaged in the accident.

Because this vehicle was listed in the accident report, the record cannot be

removed. However, I have updated the record to show that the trailer being

towed was damaged.

I am sending

you a separate email with a link to view the updated CARFAX Report. The link will

be active for 14 days.

Thanks and

have a great afternoon!

Resolution

Manager

CARFAX Inc.

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.

Review: Erroneous information reported on Carfax.Desired Settlement: I want Carfax to give me $9k which is the trade in [redacted] Blue Book value of my car. The invalid report prevented me from putting the value of my car down in payment therefore subjecting me to more interest and higher monthly car payments.

Business

Response:

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

Review: my debit card was fraudulently used twice on their online site. there is no telephone number listed online to contact the seller to investigate or attempt to notify the company of the theft. furthermore, when I attemptted to email the company, I recieved the message that the site was "not monitored". I have never used carfax, nor have I ever opened an account with them, so im not sure how my card was used on their site, as the site asks for name, address and cvv from the back of the card.Desired Settlement: I would like my debit card either reimbursed or at least my bank notified of how this happend.

Business

Response:

Review: On 10/30/13 I took my truck to a dealership to to sell it. I was informed by the dealership that per the Carfax report, my vehicle had sustained "severe" damage due to a rear end accident. The report seemed to indicated more than one area of impact. I explained to the dealer that my truck had been hit in the back bumper while it was parked in a parking deck. When I got off from work, I headed toward my truck. On arriving at the spot where I had parked, I noticed the damage. I called the security guard for the parking deck, and he informed me that I was hit by another employee while she was coming into work. Per the security guard, the driver was confused due to a diabetic condition, and she was found unconscious on another level of the parking deck. Security had call 911 and the driver was transported to the Emergency Room. Insurance information was provided by the drivers father, who came to the scene. Security then provided me with the driver's insurance information. The total repairs were less than $700 dollars - hardly severe. The bumper and rear tail light were damaged.

I provided the repair report to the dealer, but he stated that sense Carfax had listed my vehicle as having severe damage, he would only give my half of what the truck was worth. I attempted to contact Carfax directly but was informed that they do not have any customer service representatives to answer calls. I could leave a message and hope for a call back. I then used the live chat option on their website and was informed by the agent that she could not help me and that my only options were to send a email requesting a call back at some indefinite point in time or fill out an online form. The online form asks for personal information, has no guarantee of resolution or assistance, and requires that you agree to their terms and conditions in order to receive any assistance at all. Its completely designed to put the client off and to discourage clients from seeking amendments. Carfax posts information regarding vehicles. If that information is incorrect and leads to lost of financial compensation, I believe Carfax should take a more active role in seeking to repair the damage their report caused the customer. I don't think that customers/clients should have to agree to Carfax's demands of "You understand that any information that you submit to CARFAX (i) may be used by CARFAX in its Vehicle History Service, (ii) may be incorporated into the CARFAX Vehicle History Report for the VIN above and (iii) may be disclosed to defend against legal claims, if required by law and/or for purposes of law enforcement investigations. You hereby authorize CARFAX, its employees and agents, to gain access to any information associated with the VIN above" when they failed to verify previous information regarding your vehicle that was made available to them.

This is not customer service. It serves only to protect their interests and fails to address the needs of the clients. Clients should have a way to protect themselves from false information posted and provided about their vehicles that could damage their chances of successfully negotiating a sale of a vehicle.Desired Settlement: All I'm asking is that Carfax verify the information they are posting, and support their claims with documentation. It seems an unfair practice not to validate information that could negatively affect an individual and then not even provide a means of contacting a customer service representative directly to resolve the issue.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The complaints alleges

that CARFAX has determined the vehicle sustained severe damage, that CARFAX has

made this determination falsely, and further alleges that CARFAX is trying to

make it as difficult as possible to assist the customer.

There’s a lot of vehicle

history information out there. CARFAX

helps consumers by searching thousands of sources for their vehicle history

information and compiles it together into the CARFAX Vehicle History

Report. CARFAX checks titles and

registrations with DMVs, accidents with police departments, service history

with repairs shops, etc. CARFAX has

billions of vehicle history records reported from thousands of sources.

In this case, a police

department has in their records that the accident was severe. CARFAX did not make this determination, but

we would be happy to approach the police department on behalf of the customer

and ask them to double check their records.

In order to do this, the customer must fill out the Research Request

form located at the link below. CARFAX

requires this form because the person requesting the research must verify they

are the vehicle owner, that CARFAX has a right to access records at the police

department containing their information, that the information they are

providing to CARFAX is true to the best of their knowledge, and that CARFAX

cannot be held responsible if the customer knowingly makes a false

statement.

If the customer would

like CARFAX to verify the information on their behalf, they must fill out the

form and agree to its terms. If they do

not want to fill out the form or agree to the terms, they do not have to, but

CARFAX will not be able to contact the police department on their behalf.

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:

1.) Carfax admits that it did determine that my vehicle sustained severe damage.

2.) Carfax is making it difficult to discuss this matter because they continue to refuse to speak with me in person. The matter would be easier to discuss with an individual customer service representative over the telephone instead of having to email back and forth regarding the issue. Most companies offer this service to their customers, so the fact that Carfax does not is in itself an indication that they are not customer friendly.

3.) Carfax states that they "help" consumers by searching "thousands of sources for their vehicle history

information" and then compile the history into the vehicle report they post. They further note that they check "service history with repair shops." Although I have not seen the report, it seems based on their response, that in this particular case Carfax determined that my vehicle had severe damage based solely on one, not thousands, just one source - the police department report. Most police officers are not professional mechanics or vehicle repair personnel. They provide an assessment based on their judgement at the scene of an accident. It is then left to the insurance adjuster and the repair shop to determine the actual extent of the damage caused to a vehicle. To my knowledge, the police report doesn't include the actual damage to a vehicle as determined by a professional auto body repair shop, the repairs done to a vehicle, or the cost of those repairs. Thus basing a vehicle's damage / history on just the police report is an incomplete, compilation of data and a falsification that "thousands of sources" were reviewed when determining my vehicle's actual damage.

I called the shop that did the repairs on my truck the day after I attempted to contact Carfax. The auto body repair shop that performed the repairs to my vehicle stated that the only real damage was to the bumper, and that my vehicle did not sustain severe damage. I drove my truck to the repair shop. The total cost of repairs for the damage were $656.33 and this included tax and labor. The cost of the parts was $329.13. I would like to know how a repair shop can fix "severe" damage to a vehicle for little more than three hundred dollars. Thus I conclude that Carfax did not check my vehicle's "service history with repair shops." If they did, it should have taken precedent over the police report as a more accurate depiction of the damage caused to my vehicle.

In addition, I have already sent an email to Carfax's research department with the contact information for the auto body repair shop (which Carfax with its "thousands of sources" should already have had) and providing permission for them to contact the repair shop (which they should have done to begin with) in an effort to correct the misleading and incomplete information posted regarding my vehicle. I see little point in Carfax contacting the police department again so that they can continue to post just one piece of the puzzle on their "history report." They should instead focus their efforts on obtaining the "service history" with the "repair shop" as they claim to do. Furthermore, Carfax did not need my permission to "access" my information or post information obtained from the police report the first time. It seems kind of silly to ask my permission now. Carfax should make sure that the information they are

providing to customers or dealerships is true to the best of their knowledge, and that Carfax should be held responsible if Carfax knowingly makes a false

statement.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The complaint alleges

that CARFAX has determined that the vehicle sustained severe damage, and

further states that CARFAX “admits” that it did.

My previous response

clearly stated that it was the police department that made the determination of

severe damage, not CARFAX. If the

accident record was reported to CARFAX in error, CARFAX would have to research

this matter with the police department.

In order to do so, the current vehicle owner will have to complete the

online Research Request Form located here: [redacted].

If the customer does not

complete the form, CARFAX will not be able to research this dispute. If the police report contains an error, the

vehicle owner will have to contact the police department to get it

corrected.

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:

1.) I already stated that I filled out the research form at the link provided.

2.) In addition, I made it perfectly clear that Carfax needs to contact the Auto Repair Shop regarding the actual damage as reported by a repair specialist, not just continue to quote the police department record which is an inaccurate reflection of the damage to the vehicle. Here is the number to [redacted] (###-###-####). I give you permission to contact them regarding the repairs to my vehicle so that you can correct the information in your database.

3.) Carfax state that it wants to help its customers, yet it keeps harping on the police report instead of investigating the "thousands" of other resources it claims to have to resolve this dispute. It seems to me that Carfax clearly intends to base its report regarding my vehicle solely on the police report without offering a complete description of the damages done.

I have never denied that the police report may in fact state that severe damage was done to my vehicle. I can't change what their opinion was, and I seriously doubt that they will change their opinion regarding a case they probably don't even remember. What I am asking, and have asked from the beginning, is that Carfax base the information it posts on the actual damage that was done, not merely on the opinion of an officer at the scene of the accident. A police officer is not an expert on vehicular damage, and their report should not be the foundation of the information Carfax posts regarding a vehicle. Carfax should put in a disclaimer such as: Although the police report states such and such, the auto body repair shop determined.......etc. A statement like this at least takes into consideration all the surrounding evidence so that the buyer of a vehicle can make an informed decision. If all Carfax includes in the description of a vehicle is that severe damage was done per the police report, the buyer has no other information on which to base a decision. This results in an unfair and biased report that falsely damages the seller reputation and leads to financial loss due to Carfax failing to provide a complete and accurate depiction of the events.

I don't see how the Revdex.com can continue to support a company that has caused so many, based on the other unsatisfied complaints I have read, financial loss due to a complete lack of empathy and customer service. Never once has Carfax or its representatives apologized for the inconvenience, made any statement of concern regarding my situation, or made any overture whatsoever of a desire to assist me. They are negative in their responses and indicate no intent to serve. It's impossible to infer from their responses that they have any investment in correcting this situation. I have no faith in their customer service or their company and think that the Revdex.com should reduce their score significantly based on their complete lack of concern for those they have injured. Just because Carfax responds to a complaint doesn't mean they care or are making an effort to correct the problem. It seems at this point to just be a forced interaction, a required communication that they could care less about.

Unless they contact the repair shop and update the information they have posted regarding my vehicle, my will continue to reject their responses. I have no intention of accepting such unprofessional behavior and lack of customer support. I'm the victim of their car report. I have suffered financially because of them. Yet they act as though I'm the inconvenience.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

Unfortunately, the

customer has not filled out the Data Correction Form. What the customer filled out is a general

Contact Us form, which cannot be used to initiate research, and the customer specifically

stated in an email that they refuse to fill out the Data Correction Form. Without that form, we cannot perform the

desired research.

Once the form is

completed, CARFAX can verify whether or not the police report is coded with the

severe damage code. If it is, the

customer will have to contact the police department to initiate a correction. If the customer would like to provide a copy

of the repair order, which may indicate the repairs the minor, CARFAX would be

happy to add the repair order to the CARFAX Report, once the form is completed.

If the customer does not

want the police report verified, or a repair order added, then no further

action is necessary; otherwise, we look forward to receiving the completed Data

Correction Form.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I paid for services a carfax they took the money but never got my carfaxDesired Settlement: I dont want my carfax no more I want my money back + debit card fees.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On May 24, 2013, CARFAX emailed **. [redacted] the following

response:

Good afternoon:

I have refunded your account for $43.19 and you

should see this in your statements within 3-5 business days.

Consumer Affairs Analyst

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: My husband and I signed up for CARFAX unlimited reports. We had 3 options to choose from 1. was 1 report for $39.99. 2. was 5 reports for $49.99. 3. Was Unlimited reports for $54.99. We chose option 3. On the main page there was not expiration date. We later find out that it was for only 30 days. I think there ad is misleading. They should be up front about it being only 30 days.Desired Settlement: I would like them to put that the unlimited option is for only 30 days.

Business

Response:

Please contact our

customer support team through our Help Center to discuss options regarding your

account, including a possible account extension.

www.carfax.com/help

The Unlimited plan is

valid for 30 days, which is stated in the Customer Agreement, the receipt

email, and the expiration date is displayed when logging into the CARFAX

account.

Review: Carfax states in their online ad "Unlimited CARFAX Reports only $54.99". It does not clearly state that unlimited VIN searches are not allowed. This is a very deceptive practice. I have been wanting to purchase two vehicles so I purchased this unlimited service. Most cars for sale are listed by VIN not license number. After searching several by VIN on several vehicles, I was told that my VIN number limit had been reached and could only search further by license number for the remainder of the month. This is of no use for me.Desired Settlement: Carfax should provide me and unlimited month of searches by VIN and remove this misleading advertising. I paid 54.99 for unlimited service for a month and expected to receive it.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The order page on CARFAX’s website states that the Unlimited

plan is by U.S. License Plate. The

Unlimited plan, designed for cars sold by private parties, allows an unlimited

number of CARFAX Reports by license plate for 30 days, and as a courtesy

includes 5 CARFAX Reports by VIN. This

is on the order page, in the Customer Agreement, in the receipt email, and also

displayed when logged into the account.

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 realize after looking in more detail that the limitation to license numbers is listed in places other than the ad. Unfortunately I did not read all the other details and just bit on the ad. If one wants to be straight forward in their business, they would state that it is an unlimited search by license plate number in the ad. This was obviously not accidentally left out of the ad. So I believe it is a misrepresentation in the ad.

Regards,

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

I am not familiar with any ad regarding the Unlimited

Reports package. If the customer would

like provide a copy of this ad, I would be more than happy to review it.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I've been unable to sell my car due to the incorrect information listed on carfax. It took an entire month for me to beta response from them and even after that I'm still waiting dealing with a person that has basically told me they will fix this information whenever and they have no idea how long the process will take. Carfax has cause my family enormous stress as we have all our money tied up in the car.Desired Settlement: Fix the incorrect information and compensate me for the hard-shipped they have caused my family and I.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX resolved this matter directly with the customer on

October 22, 2013, updating the CARFAX Report, based on DMV title histories, to

show only three owners.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: We were issued a carfax report at a local dealer that stated my husbands vehicle was in two accidents in which the airbags deployed. In neither case did the airbags deploy and it has resulted in an unfair price for his car to be traded in. I have attempted to report this to carfax and have yet to receive any type of correspondence. I have been in contact with the autobody repair shop who states they did not report this information and they are willing to give any information needed to resolve this issue. Our insurance company has also stated they will help us with any evidence we may need to settle this matter.Desired Settlement: I would like Carfax to fix our report so we can receive a fair price on our vehicle and trade it in.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint. On August 29, 2013, CARFAX sent the following

email:

Hi [redacted],

I have

removed the reference to the airbag being deployed and have sent you a separate

email that contains a link to the updated History Report, the link will be

active for 14 days.

Thank

You,

Resolution

manager

CARFAX,

Inc.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I ordered the unlimited Carfax reports for $54.99. My understanding is that I can run unlimited reports with any US license plate. It also states that it's 100% satisfaction guaranteed or your money back. I was not satisfied since the service for unlimited reports lasted only one month. In the ordering page, there is no mention that this unlimited reports expires. To me, unlimited means it never ends. Now, I don't have access to reports and have to pay an additional $54.99 for this so called unliited reports, which are in the sense limited since they only give you 1 month to use this service.Desired Settlement: I would like to have the unlimited service but not end in one month. Otherwise, I would like to have the refund of $54.99.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

The Unlimited plan does expire after 30 days, but during

those 30 days, the customer can run an unlimited number of CARFAX Reports by

license plate. The 30 day expiration is

listed on the Customer Agreement, to which the customer would have agreed upon

purchase, as well as in the receipt email sent to the customer, and lastly the

expiration displays upon logging into the account.

I could not locate an account based on the information

provided. While the 100% satisfaction guarantee

only applies if less than three CARFAX Reports are run, I recommend they

contact CARFAX’s customer support team directly to request a one-time extension

to their account. www.carfax.com/help.

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 am only being re-directed to the business service department. Nothing is really being done except to push me to the customer service. When I have the extension, I will be satisfied.

Review: I purchased a car on 03/19/2009, in doing so I purchased a Carfax report. it had stated that it was sold at auction 01/07/2009, with no problems, listed as a fleet vehicle. I am currently trying to trade it in and when they brought up the Carfax report, it had listed that on 01/07/2009 it was sold at auction with STRUCTURAL DAMAGE!!! It had a small note in the side saying that Carfax only started displaying this information on 07/07/2011. WAY after I already owned it. Where did they obtain this information and if they already had this information why did they hide it for so long? I would have never purchased a car with structural damage. This car should have never been sold without this knowledge, and diffidently not if we purchase the famous Carfax they everyone uses for trusted information.Desired Settlement: I don't really know whats fair but honestly they should have to pay the remainder of my car loan (3400) because now its worth nothing because of their reporting that the dealers I go to get the trade in value and information from Carfax.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

A CARFAX Vehicle History Report never states that a vehicle

is free from problems. Every CARFAX

Vehicle History Report states that it can only report the information reported

to its database by its source; that not all information, including problems, is

reported to CARFAX at the time the CARFAX Report is generated; and therefore

should always be used along with a pre-purchase vehicle inspection and test

drive to check for things like hidden damage and prior repairs.

Because each CARFAX Report clearly states its limitations,

CARFAX does not offer compensation for this type of information. The CARFAX Buyback Guarantee protects against

missing DMV-issued title brands, such as salvage, junk and rebuilt, pursuant to

its terms and conditions.

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 reason I am rejecting this response is because you just clearly stated that if it was a salvaged title you buy it back. I have been told by 3 dealership's that my car is considered to be a salvaged titled due to the structural damage that you only began reporting in 2011 that happened in 2009. It is clearly sad that on anything Carfax report, past accident specifications might not show up till 3 years after you purchase it.

Regards,

Business

Response:

**. [redacted], In response to complaint [redacted], considering a car to be “salvaged” based on structural damage is not the same as a DMV-issued Salvage title. CARFAX only guarantees DMV-issue title brands and not structural damage. Respectfully, [redacted]Manager, Product Support and Data EscalationsCARFAX, Inc.

Review: Car Fax is showing My vehicle with Structural damage from a minor accident, The insurance co and the auto repair facility say there is no structural damage. When I tried to trade in my vehicle the dealer said it was wort $14000.00 less than if it had no structural damage. Went to Car Max had it appraised and they said the same thing as the Dealer. Contacted Car Fax and they refuse to remove the statement of structural damage that is costing me $14000.00 on my 2013 [redacted]. Car Fax Case # [redacted]Desired Settlement: Remove the structural damage statement from my vehicle Car Fax Case # [redacted]

Business

Response:

CARFAX reviewed the customers concerns and his documentation. As explaind to the customer via email on November 11, 2014, the manufacturer of the vehicle considers these repairs to be structural repairs, and therefore CARFAX must continue report the structural damage.

Review: Carfax reported "structure damage" "vehicle involved in crash, it hit a fixed object". I have requested additional information from Carfax or the source of the information and was told NO. With this information listed and no other information available my car is not able to be traded in to a dealer. I have tried to trade the vehicle in at several car dealerships and have repeatedly told not with the info listed on carfax. My car has a clear title and is financed with a local bank but my car is being treated as though it has a rebuilt title.Desired Settlement: I would like additional details about the crash or the crash removed from the carfax report.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

Information reported to CARFAX indicates that the vehicle

was involved in an accident and a police report was written for the vehicle,

and the vehicle was inspected for damage and structural damage was found. CARFAX cannot remove this information simply

because the current owner is having difficulty selling the vehicle, and CARFAX

cannot release the sources of its information because they are

proprietary.

If **. [redacted] would like more information regarding the

police report, I suggest he start with the [redacted] PD. As was offered to him on June 25, 2013, if he

would like to obtain a structural inspection of the vehicle, he can use the

form we provided to have the results added to the CARFAX Report.

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: You will not release the source of your information and your suggested deduction of value is not accurate and the car has been taken to 5 different dealerships with the same response that they will not trade the vehicle in. I am simply seeking additional info to provide to prospective buyers. I've had the frame inspected and well be faxing the report but that does not answer the question about the accident. Potential buyers want to know if it was a car crash that damaged large parts of the car or if it was a simple repaint of a door and window pillar.

Regards,

Business

Response:

Dear **. [redacted]: We appreciate the opportunity to offer the following response to the subject complaint. CARFAX does not have any further details regarding the accident. The accident was reported by the [redacted] Police Department. 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: Your company can post that there was "frame" damage but choose not to provide any further details. This is unacceptable, your report will provide all sorts of red flags to a potential buyer but the extent of the damage may be minor, the lack of detail provided allows a person to assume. I will be consulting legal guidance at this point.

Regards,

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Description: Auto Services, Consultants - Automobile Purchase

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

Phone:

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