Carfax Inc

Review: Carfax Inc. has reported in their website misleading information about my vehicle. When I inquired to correct such damaging report, they told me that it was given to them by the State. When I inquired about evidence of such report, they told me they do not keep paper trails. Yet they report without substantiating anything. The report is costing my vehicle at least $10,000 in trade-in devaluation. They refuse to correct the record even after I provided them with evidence that my car was not in an accident. I showed pictures of my vehicle and evidence of maintenance records that showed no repairs whatsoever has been done.

The report they created is so damaging they say that my vehicle had been in an accident when it was never in accident. I would like for this to be resolved. I would for them to provide me with paper trail and evidence that led them to create such report. I would like for them to correct the record.Desired Settlement: I would like Carfax to correct their record and delete the misleading and damaging report that my car had been in an accident. This is very damaging to me. I am prepared to file a lawsuit for Libel if necessary if this is not resolved through Revdex.com.

Business

Response:

Dear [redacted]:

Review: On Friday, December 14, 2012, I went to trade in my 2008 GMC Yukon and learned it had been in three accidents. When I purchased the vehicle June 22, 2011, there were no reported accidents. January 14, 2013, I contacted CARFAX requesting the accidents be researched and the reason for the delay in reporting? CARFAX responded on February 4, 2013 with the following: CARFAX has concluded its research for case # [redacted]. All three accident records have been verified. In the 03/05/2010 accident, this vehicle was struck on the left side while parked. In the 11/13/2010 accident this vehicle was damaged in the right side when it struck another vehicle. In the 01/24/2011 accident, this vehicle was backing up in traffic and struck the vehicle behind it. Damage was to the rear. The CARFAX Report will remain unchanged. CARFAX provided no proof that these accidents ever occurred or where the damage vehicle was repaired so that I could call and confirm. I responded back to CARFAX with the following on February 4, 2013: So with that being said why was there such a delay in reporting these accidents? When my husband and I purchased this vehicle in 5/2011 the report was clear and the vehicle was GM certified. While Carfax may be of service to some it has failed my husband and I. One for untimely reporting which allowed us to buy with confidence that both GMC certified the vehicle and the Carfax was clean. Secondly we were certainly shocked when we went to trade in the vehicle 12/2012 and the salesman kept quoting three accidents we knew nothing about. Now we are unable to sell this vehicle because of the late reporting to Carfax no one wants it. We are being penalized for accidents we knew nothing about and that were posted after we bought the vehicle. How can new owners be protected? My husband and I will be contacting an attorney. CARFAX responded on February 5, 2013: The accident records first appeared on the CARFAX Report on the exact day they were provided to us by the source of the record. Unfortunately not all accident records are provided to CARFAX and there can occasionally be a delay from the time the accident is reported to the time the accident record is provided to CARFAX. Please note however, CARFAX never guarantees that all accident or damage information for a vehicle will be reported to CARFAX or appear on the History Report. In fact, the CARFAX Report does state that there they may be damage information for the vehicle that is not listed on the History Report, as such we always recommend that you use the CARFAX Report as only one part of your purchase process along with a vehicle inspection by a mechanic to look for damage and additional details about the vehicle that may not be listed on the History Report.

We are extremely frustrated as we have no proof, just CARFAX word that these accidents occurred. Why can CARFAX report things at any given time, there should be a reporting limit.Desired Settlement: I want proof that these accidents occurred and also feel CARFAX should have tighter controls in place around handling complaints, reporting accidents and research. CARFAX should not report findings if a vehicle has been sold to a new owner.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

On February 4, 2013,

CARFAX emailed the following response:

CARFAX has concluded its research for case # [redacted]. All

three accident records have been verified. In the 03/05/2010 accident, this

vehicle was struck on the left side while parked. In the 11/13/2010 accident

this vehicle was damaged in the right side when it struck another vehicle. In

the 01/24/2011 accident, this vehicle was backing up in traffic and struck the

vehicle behind it. Damage was to the rear. The CARFAX Report will remain

unchanged.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I own a $37,000 vehicle [redacted]. A false report on CarFax is causing my vehicle to drop $10,000 in value!!!!!!

Over a month ago I was passed by a dump truck pulling a flatbed trailer - a rock bounced from the trailer into my windshield and the driver of the truck refused to stop so I called UT Highway Patrol to get the company to replace my windshield. Due to a report on CarFax showing a "collision" I was involved in that did not deploy airbags - my value of my car went down $10,000!!!! There was NO COLLISSION - it was a rock chip in my windshield that I have already replaced!!!! And there is no place on their stupid website to make them aware of false reports that affect vehicle pricing - so what do they do after reporting a false report that affects your vehicle value? And how do they fix THEIR PROBLEM?Desired Settlement: I want the report fixed to be rock hit windshield - which is EXACTLY what happened so it does not alter the value of my vehicle. Immediate correction of the false report. I won't have a report out there making my car look like it was in an "accident or collision" it wasn't! There should be NO DEVALUE for a rock in a windshield. Please force them to fix it!

Business

Response:

CARFAX resolved this matter directly with the customer on 6/17/2014. CARFAX removed the incorrect details from the CARFAX Report and added that the windshield was hit by debris and added a Minor Damage flag.

Review: While looking to purchase car I decided to buy services of Carfax.com. After entering the vehicle VIN number I was offered promotion that basically stated unlimited CARFAX report for only $54.99.

There was no mentioned on any limitation that this service only allows 5 VIN search for the vehicle .

I had purchased this assuming that it would allow unlimited carfax report without any limitation. To me this was bait and switch and bad advertising designed to take advantage of unsuspecting customer.

I noted this concern on the same day I made the purchase ( within couple of hours) to the web based customer service. I requested to speak to manager and I was not told he is not available . I tried again and no help was offered regarding the issue. I was told it did not qualify for refund and they gave me link why I don't qualify.

I explained the customer service [redacted] @Carfax that I just purchased this service and this is not good business practice and fraud and I requested refund as I am not happy with service for the aforesaid reason.

I want resolution by refund for full amount.Desired Settlement: I would want full refund for deceptive marketing

Business

Response:

The customer states in

his complaint that he was unaware that the Unlimited CARFAX Reports plan was a

license plate only plan and uses such harsh words as “fraud” and “deceptive

marketing.”

While I am sorry he did

not notice this was a license plate only plan, it does say on the CARFAX order

page “Unlimited CARFAX Reports only $54.99 / Unlimited Reports by U.S. License

Plate.” This is also in the Customer

Agreement, to which the customer indicated he read and accepted. It is also mentioned in the receipt email, as

well as listed in the account upon logging in.

The account does not

qualify for a refund because the customer ran six CARFAX Vehicle History

Reports, which exceeds the refund threshold.

Review: Four years ago, we purchased a vehicle from a local Lexus dealer. at the time, the carfax report was clean and had a buy back guarantee. a last month, we tried to trade in the vehicle and the new carfax showed that the vehicle was a total loss. after reviewing the details of the carfax report, the entry for the total loss was put in eight years after the fact. the carfax report showed that in 2006, the car was totaled, but the entry was not put in until feb 2013.

we contacted the dealer we purchased the vehicle from and they inspected the vehicle to find no damage or repairs done to the vehicle. the dealer informed us that the car has not been repaired and should not have been totaled. we contacted carfax to request they remove the entry, but they would not. they insisted their source was correct. we then contacted a lawyer and they recommended us contact the dmv for a title report. we acquired the title report and it was clean. we even contacted the dmv headquarters to inquire if a vehicle could be branded a total loss without dmv's knowledge. dmv informed us that it is against the law to brand a vehicle as total loss without reporting the fact to the dmv.

we contacted carfax again, with the title report, but they refuse to remove the entry. carfax was not willing to provide the source of their information regarding the total loss of our vehicle, yet insist that their source is accurate and the dmv is incorrect.Desired Settlement: we request that the total loss entry be removed from the carfax record or honor their buy back guarantee. we are unable to sell the vehicle to the dealer due to the total loss branding by carfax.

Business

Response:

Dear **. [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

CARFAX can only report

the information reported to CARFAX by its sources. According to records

reported to CARFAX by the source, the vehicle was declared a total loss by an

insurance company, not the DMV, and thus paperwork from the DMV does not help

in this case. While CARFAX cannot

release the source of the information, that does not make it incorrect.

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 contacted the dmv and our insurance provider. nether entities were able to locate any previous records stating this vehicle was a total loss. I have attached a dmv title report for this vehicle. furthermore, this entry was recorded eight years after the supposed incident. the accuracy of the source is questionable due to the length of time it took to report the incident.

Review: The web page does not specify or explain that the VIN number check is only for 5 VIN Checks and that it is only good for 30 days. You are led to believe in the advertising that there will be unlimited VIN checks without a 30 day expiration for the additional cost.Desired Settlement: CARFAX needs to be more forth coming with the actual advertised use limitations and and expiration. They should have unlimited VIN checks for 30 days like other companies. They should refund my credit card for the full price they charged!

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

Under the “Step 1. Select Your Package” section on CARFAX’s

order page, it states “Unlimited CARFAX Reports / only $54.99 / Unlimited

Reports by U.S. License Plate.” Also, in

the Customer Agreement, which is required to be read and accepted before purchase,

it states:

If you purchased the Unlimited CARFAX

reports package, you agree . . . (Private Seller Vehicles Only) . . . that

vehicle license plate and state information is needed to run each CARFAX Report

under this Plan. This Plan is valid for 30 days from the date of purchase, and

during this period, you may run unlimited CARFAX Reports for your personal use

only in connection with the purchase of a vehicle from a private party and/or

the sale of a vehicle to a private party.

If the customer would

like to request a refund instead of using the package he purchased, he can

request a refund through our Help Center at www.carfax.com/help. The terms of the 100% Satisfaction Guarantee

are also in the customer agreement:

If you

purchased the Plan and are not 100% satisfied, you qualify for a refund if:

• You have not, nor has any member of your

household, received a refund from CARFAX within the last 12 months;

• You have run two or less CARFAX Reports on

your Plan account; and

• Your refund is requested within 90 days of

your date of purchase.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I bought a package of 5 carfaxes, instead of buying 1 I just found out they expired in 60 days. I did not see this even though it does appear to show this clearly today. I went to request to customer service but when you request customer service under their help portion of their website it just puts you in a loop to their more or laess FAQs answers. I am dissapointed that their service has a shelf life of 60 days, I wil try avoiding their service in the future since it has a limited shelf life and seems to avoid customer service. I will not be able to recommend this product and hope that there will be a class action suit since the self life is so limited. Thanks for allowing me to be able to provide feedbackDesired Settlement: to have a shelf life longer than 60 days. To be able to use the package of 5 I bought without expiration.

Business

Response:

Our customer support team would

be happy to assist the customer with his account. He can contact our

customer support team through our Help Center using the link below.

Review: I purchased a 2001 Dodge Ram 2500 Turbo Diesel Pickup Truck VIN #[redacted] through [redacted] via salesman [redacted] and Manager [redacted] on Friday March 1,2013. They presented me with a CarFax report showing a theft reported in the history. Both the salesman, [redacted] and [redacted] the manager told me they had a subscriber agreement with CarFax and that the theft history was reporting incorrectly and was in process of being completely removed from the report. I also called the number on the CarFax in which they told me it would be removed within several business days. Instead about two months after the sale, the report was updated with a "Theft Recovery", which now effects the resale value of the vehicle. [redacted] the manager at [redacted] said he had went back and forth with CarFax management on this issue and the final disposition would be a Theft Recovery instead of being completely cleared of theft history as both [redacted] and [redacted] with [redacted] state told me was well as the people at CarFax told me on the day of the sale on 3/1/2013. I also later learned after the sale that CarFax should of had a fire claim reporting for a fire prior claim of fire damage for this vehicle that was not showing. There is a faint smell of smoke now in the vehicle since the dealerships car freshners have dissipated. I also have a complaint working against dealership for additional issues re bypassed heater core and telling me that theft issues would be removed from the CarFax report.Desired Settlement: CarFax to repurchase the vehicle or compensate me in the amount of the difference of the value of the vehicle having a theft recovery vs. having a clean no theft report history as they advised me would occur, as this report was used as a sales tool and was inaccurate and was updated AFTER I bought the vehicle with Theft Recovery. Also the vehicle has a fire claim through Gieco which was also not disclosed, I would like compensation to have this vehicle professionally cleaned re the fire smell if they are willing to forgo a repurchase and come to compensation agreement with me instead of repurchase.

Business

Response:

Dear [redacted]:

We appreciate the

opportunity to offer the following response to the subject complaint.

[redacted] purchased a vehicle knowing it had an active

theft alert displaying on the CARFAX Vehicle History Report. After the record was disputed, CARFAX verified

that it was correct, the vehicle had been stolen, however it had since been

recovered. CARFAX removed the active

theft alert and continues to display the fact that it had been stolen and

recovered. This is part of the vehicle’s

history and will not be changed, nor will CARFAX offer compensation or to

purchase a vehicle based on its information being accurate.

I do not know what conversations took place between [redacted] any other entity. CARFAX has not

had any communication with [redacted] and never promised him the information was

in error and would be completely removed.

The phone number he referenced on the CARFAX Report was to the National

Insurance Crime Bureau, which displays to help assist consumers verify the

theft status of vehicles. No one at

CARFAX ever indicated to [redacted] that the theft information was incorrect

and would be removed.

Respectfully,

Manager, Product Support and Data Escalations

CARFAX, Inc.

Review: I ordered a CarFax for a used 2006 [redacted] in early 2012.

The carfax was clean, so I purchased the vehicle.

I went to trade the car in on 8/1/14, and they ran a CarFax that stated the car was in a major accident in 2009, and its status is a "Total Loss Vehicle." Underneath this statement, it says "CarFax did not receive this information until 2013."

This caused me to receive a much small trade-in value for my vehicle. Instead of receiving $10k for my trade-in (KBB), the dealership would only offer me $5k for the trade-in; solely because it was listed as a "Total Loss" on the CarFax.

CarFax represents itself as a reliable source for vehicle history - and they failed to do so in this instance. I would not have purchased this vehicle had I known it was a total loss when I ran the CarFax in 2012.

I had an interactive internet chat with a representative of CarFax on 8/7 who I ask to have someone call me - and so the next day their manager did call me on 8/8.

The manager said that this happens and they get many cases and complaints of this sort - and that I shouldn't try to resolve my issue with CarFax because the consumer never gets their rightful damages. I told him I wanted to speak to or get the contact information of their legal department - because I wanted to take the company to small claims court - but the representative stated that he would not share any such information with me because he "would not help me sue" his company. He stated that I needed a lawyer to get the information for me, and that he had no obligation to provide such information. The phone conversation ended shortly after.

This left a really bad in my mouth - this is not the kind of customer service I would expect from a Revdex.com-approved business, and I felt like I was treated in a very unfair manner.

I have suffered significant monetary damages from the promised services of this company - and while they may have not had the vital "Total Loss" information when I ran the CarFax in 2012, it's part of their business to correct any damages caused by the nature of these kind of incidents.

Many commercials and other advertising methods projected by this company portray trustworthy reports and reliable information.

Because I was not supplied with reliable information - I believe this to be a misrepresentation of this CarFax vehicle history report, thus I expect compensation for my damages.

I paid for a CarFax history report to make an educated vehicle-purchasing decision, and the service's failure to do so has cause me almost $5k in damages.

I can provide the VIN of the vehicle and any other information required.

Thank you,

[redacted]Desired Settlement: I would like a refund for the cost of the unreliable CarFax I received in 2012, and I would like compensation for the $5k in damages.

I would also like CarFax to educated their customer service staff on better consumer experiences - as the experience I received was unacceptable.

Business

Response:

The customer purchased a CARFAX Vehicle History Report

for the subject vehicle on January 3, 2012.

The website the customer visited to make the purchase, www.carfax.com, stated

on each page:

CARFAX Vehicle History Reports

are based on information supplied to CARFAX. CARFAX does not have the complete

history of every vehicle. Use the CARFAX search as one important tool, along

with a vehicle inspection and test drive, to make a better decision about your

next used car.

The order form used to make the purchase at the time

stated:

By processing my order, I agree

to the terms of the Customer Agreement and understand that CARFAX may not have

the complete history of every vehicle.

Make sure you read our Customer Agreement before you ask us to process

your order.

Within the Customer Agreement, to which the customer

agreed when he purchased the CARFAX Report, it states:

CARFAX REPORTS ARE PROVIDED ON

AN "AS IS" BASIS WITHOUT WARRANTIES OF ANY KIND.

IN NO EVENT WILL CARFAX . . . BE

LIABLE . . . FOR ANY DAMAGES . . . ARISING OUT OF THE USE OF CARFAX REPORTS.

The CARFAX Vehicle History Report at the time stated:

No accident / damage reported to

CARFAX

This CARFAX Vehicle History

Report is based only on information supplied to CARFAX and available as of [the

date and time of the Report]. Other information about this vehicle, including

problems, may not have been reported to CARFAX. Use this report as one

important tool, along with a vehicle inspection and test drive, to make a

better decision about your next used car.

No total loss reported to

CARFAX.

Use this tool, along with a

vehicle inspection and test drive, to make a better decision about your next

used car.

CARFAX DEPENDS ON ITS SOURCES

FOR THE ACCURACY AND RELIABILITY OF ITS INFORMATION. THEREFORE, NO

RESPONSIBILITY IS ASSUMED BY CARFAX OR ITS AGENTS FOR ERRORS OR OMISSIONS IN

THIS REPORT.

I personally spoke with the customer and am sorry to say

that his recollection of the conversation is not accurate. I never stated that “this happens and they

get many cases and complaints of this sort - and that I shouldn't try to

resolve my issue with CarFax because the consumer never gets their rightful

damages.” What I did say is that in 2013

a total loss record was reported to CARFAX.

When the customer ran the CARFAX Report in January of 2012, the source of

the total loss record had not yet contracted to provide information to CARFAX. Therefore, CARFAX fulfilled its obligation to

the customer by displaying those records reported to CARFAX and available for

display as of the date and time the CARFAX Report was generated, by accurately

and correctly stating that no total loss had been reported to CARFAX, along

with ample notices of the limitations of the CARFAX Vehicle History Report. The CARFAX Vehicle History Report never

stated that no total loss exists or that the vehicle is free from any damage or

other negative history. To the contrary,

the CARFAX Vehicle History Report put the customer on notice that not all

information, including problems, is reported to CARFAX, and therefore the

CARFAX Report should be used along with a pre-purchase vehicle inspection and

thorough test drive to check for anything not reported to CARFAX, including

prior repairs and hidden damage.

CARFAX’s advertising speaks for itself, and if the

customer would like to discuss the content of a particular ad, please provide a

copy of, or link to, the subject advertisement.

CARFAX advertisements have never made any statements on the reliability

of CARFAX Reports, and have clearly stated that a CARFAX Report can only show

you information reported to CARFAX. We

believe a customer should obtain a CARFAX Vehicle History Report before

deciding whether or not to purchase a vehicle, but the customer must read the

entire CARFAX Report, including its limitations, and follow its recommendation

to get the vehicle inspected.

The customer stated to me that he wanted to speak with a

legal department for CARFAX for information on filing a lawsuit. I denied the customer’s request because

CARFAX cannot give legal advice to consumers.

Because the customer stated he had already obtained an attorney, I

suggested he check with his attorney or local court clerk for legal

advice.

I am sorry if the customer wanted CARFAX to have all

information about all vehicles, but CARFAX never claimed it would, and has

expressly stated that not all information, including problems, is reported to

CARFAX, and therefore each CARFAX Report urges customers to use the CARFAX

Report as only one of many available tools, along with a pre-purchase vehicle

inspection and thorough test drive, before making their purchase decision.

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 did mention over the phone that CarFax gets many requests like this, and the consumers never win, "so don't bother trying to sue us, you won't win." Those are exact, if not closely-paraphrasing words that you DID say. That is what I call giving "legal advice," which you claim you are not supposed to do, and that I didn't want.

Review: Carfax has the incorrect information on my vehicle. I've been trying have the information corrected. They have told me they will not talk to me unless we purchase a membership. Now we are going on 2 weeks. This issue came up after the vehicle was to be sold. This killed the deal. The customer service ([redacted]) wouldn't let me talk to anyone except her, she was rude and unhelpful. They are more interested in selling me the service they provide rather then correcting the information. If they had the correct information like auto check then we would use them. However they have cost me thousands of dollars this time.Desired Settlement: Id like the information to be corrected in a timely matter, as I paid for the carfax report. I am a customer by that definition

Business

Response:

A vehicle owner is not required to make a purchase with CARFAX in order to dispute a record reported to CARFAX. The complainant contacted CARFAX through a call center dedicate to those dealerships which do have memberships with CARFAX, and thus was in the wrong place. The complainant did submit the proper Data Research Request form on the CARFAX Help Center, but provided an invalid VIN and was informed to resubmit the research form on July 8, 2014. The complainant then provided a completed research request form for the correct VIN and CARFAX began its research. On July 14, 2014, CARFAX notified the complainant that it concluded its research verifying that the vehicle was declared a total loss by the insurance company and was retained by the owner of the vehicle, and, thus, the total loss will remain on the CARFAX Vehicle History Report.

Review: I purchased was what I thought was a unlimited search package valid for 30 days. It was offered side by side with a single report (for $39.99), 5 reports (for $49.99), and unlimited reports (for $54.99). In the case of the first two, the smaller, faded tagline just says "1 report" and "5 reports", respectively. In the case of the unlimited package, it has a faded smaller tagline that says "Unlimited Reports by US License Plate". Carfax is predominantly used by people like me searching for a car to buy on Internet sites such as [redacted].com and [redacted].com. As such, the only way to really search for a car's report is by providing the vehicle identification number (VIN). License plate information is almost impossible to come by. I have previously used carfax 30 day unlimited service (albeit over a year ago), and did not have any problem. Now, however, after running 5 reports, I am unable to run any more reports. Now the website says I have used up my 5 free reports by VIN and can only run more by license plate. I feel I was baited to purchase a package that I would not have bought if it was clearly stated that this package also had a limitation of 5 reports, which it did not state upfront anywhere.Desired Settlement: I should be given a full refund, and Carfax.com should make it much clearer to other prospective buyers that this package is limited to 5 VIN reports. They have probably already duped thousands of unsuspecting buyers, and as such perhaps even broken some laws (acting fraudulently), but I am no lawyer. Thank you.

Business

Response:

The CARFAX order page states: "Unlimited CARFAX Reports only $54.99 / Unlimited Reports by U.S. License Plate". This is a license plate only package, although it does come with five CARFAX Reports by VIN for free as a courtesy. The details are also outlined in the Customer Agreement, to which the customer must certify that they have read and accepted before processing their order. It is then provided in the order confirmation screen, in the receipt email, and each time the customer logs into their account. CARFAX does not offer or advertise an unlimited-by-VIN plan, and has not offered such a plan in five years.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This is, by their own admission, only written in the fine print of the customer agreement (which these days nobody reads in such offers). The offer, which is in much larger font, does not clearly state this, and is thus very misleading, bordering on fraudulent.

Regards,

Review: Carfax states that they offer FREE vehicle report, but when you enter the vin number of the vehicle, it then asks you to pay for the service... there is nothing FREE about it. They should be made to remove FREE from their advertising.Desired Settlement: To stop advertising FREE service when there is nothing free about it.

Business

Response:

CARFAX offers a variety of free reports, including:

Review: We purchased a vehicle in May 2012 where is [redacted] stated it had a clear title. We have never wrecked the vehicle and in November 2014 we went to trade the vehicle in and the [redacted] showed it was a total loss. The [redacted] stated that in 2010 the vehicle had been totaled and not reported until January 2013. Our bank who has the loan and the DMV are stating the vehicle still has a clear title. [redacted] has been contacted several times and they always email back saying they are working on the situation and when asked for a call back their response is they don't have a call center. We can't do anything with the vehicle until we know the truth about it.... so we are stuck making two vehicle payments. Please help us get thru to [redacted]!Desired Settlement: Would like if the vehicle is totaled for them to buy it back.

Business

Response:

[redacted] notified the customer on 1/14/2015 that we were researching the total loss and would get back to them once research concluded. [redacted] displays a total loss because it was reported to [redacted] that the insurance company declared this vehicle a total loss. A total loss does not always result in a branded title, and in this case, the [redacted] Report is reporting that the title has not been branded