Carfax Inc

The CARFAX Vehicle History Report run by the customer has seven vehicle history records There is a lot of great information included one the CARFAX Report, as outlined below
The CARFAX Reports shows that the vehicle was manufactured and shipped
to the original dealer, which shows that this is a US vehicle, and not a vehicle intended for a foreign market but imported, and not a cloned vehicle The title was first issued in Arizona as a rental vehicle with miles The oil was changed in October of with 28,miles It was later sold with 33,miles as a fleet vehicle In April, it was offered for sale by Precision Toyota of Tuscon and was later titled to the dealer by Arizona On 4/19/the vehicle was offered for sale as a Certified Used Hybrid, including a 12-month/12,000-mile Comprehensive Warranty, a 174-Point Quality Assurance Program, and 8-year/100,000-mile Factory Hybrid Vehicle Battery Warranty The CARFAX Report shows where the vehicle has been titled, and confirms the odometer reading, showing that there are no branded titles such as salvage or junk, no odometer tampering problems reported, no reported accidents, no theft or total loss, etc The CARFAX Report also includes the CARFAX Buyback Guarantee, shows the car was driven for year and months, and drove an average of 18,miles per year, which is above the national average Lastly, the CARFAX Report included a VIN-specific retail price of $16,CARFAX also has a 100% satisfaction Money Back Guarantee If the customer still does not find this information valuable, our customer support team would be happy to offer a full refund The customer may contact us at http://support.carfax.com to request the refund

In the latest response, the complainant is stating that the wheelhouse was not repaired However, the complainant provided several documents indicating the wheelhouse was repaired:
- An email from *** Auto dated March stating that the wheelhouse was repaired
- A estimate with a date stamp of March showing an hour of wheelhouse repairs on line - Several highly pixelated images which are difficult to see but seem to show damage to the wheelhouse areaThe complainant is now contradicting their own statements and repairs to the wheelhouse had never been in dispute The dispute was only whether or not these repairs should be considered structural The repairs were reported to CARFAX as structural by the source, and per NAAA, repairs to the wheelhouse are considered structural unless otherwise indicated by the Original Equipment Manufacturer Therefore, the only way the structural damage can be removed is if the OEM confirms that the wheelhouse is not structural Without such a notice from ***, there is nothing further we can do

[To assist us in bringing this matter to a close, you must give us a
reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:A) this is not the current report - the current report notes "Minor Damage" (I have worked with CARFAX to clarify)b) the nature of the damage is incorrect on this report
c) the damage source is still unattributedI have worked with CARFAX to determine that this was a report of minor superficial damage (a door ding) that (a) probably should never have been reported and (b)) is unattributedI agreed to allow the report to stand, but it needed to be annotated as "minor damage - small door dent)
Is this an old report?
In any event, my primary complain is the unattributed nature of the reportI would like to know who reported this.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Why wasn't any of this information given to me during the initial review I submitted with CARFAX or during your first response to this Revdex.com Complaint? The only you and thing *** *** said was that they verified structural damage was announced (I attached the a copy of the email between myself and *** *** from my initial complaint with them) I specifically asked if there were any inspection reports outlining the nature/extent of the damage and was told there weren't any; only that the seller announced damage Even during your first reply to the Revdex.com all you stated was that "The announcement of structural Damage" was verified Now all of a sudden there are inspection reports that seem to have miraculously appeared which actually verify there was structural damage; both of which you have still failed to provide me with I want copies of those reports This isn't a matter of whether there actually was damage or not anymore This is a matter of how incompetent your service is, how unaccountable your reporting methods are (that you're able to list damage years after the damage occurred) and the complete inability to perform a thorough review the FIRST TIME and actually supply reasonable documentation to back your reports and findings All I have received thus far is firstly, the word of a used car salesman that they announced structural damage at auction and secondly, after much prying, the word of a CARFAX representative that they stumbled across not one, but two inspection reports that didn't seem to exist weeks ago I want copies of both inspection reports
Regards,
*** ***

The product selection box for the Unlimited package on the CARFAX order pagestates, "Unlimited Reports by U.SLicense
Plate." This is also listed in the Customer Agreement on the order page, as well as stated in the purchase confirmation page, the receipt email, and from within the accountWe are sorry to hear that, despite these notices, the customer was still unaware that the Unlimited plan is by license plateOur customer support team would love to adjust your account for you, please contact us through our Help Center to get startedhttp://support.carfax.com/c_contactus

***
*** *** ***
CARFAX has received no correspondence from this customer, searching by
VIN, email address, and name.
CARFAX
would be happy research the total loss reported to CARFAX on this VIN. To start the process, please complete the
online Data Research Request form located below, and a member of our customer
support team will contact you directly
***
*** ***
Manager, Product Support and Data Escalations
CARFAX, Inc

This complaint is not centered around a lack on CARFAX's part to tell the customer the details of the account; rather, the complaint is centered around the customer's failure to read the many times CARFAX told the customer about the details of the account
The customer checked the box on the order form that certified "I agree to the Customer Agreement." The Customer Agreement, which is the binding contract between the consumer and CARFAX, to which the customer agreed before asking us to place their order, states, "You acknowledge and agree that vehicle license plate and state information is needed to run each CARFAX Report under this PlanThis Plan is valid for 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."
The receipt states, "Unlimited CARFAX Reports for Private-Party Vehicle (Days) Must be used by: 05/14/2014"
The receipt email also states, "This Plan is valid for 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."
And when logging into the account, it states: "You are using the Unlimited Reports Package Run by License Plate (Unlimited Reports) - OR - Run by VIN (Free Reports) Account Expiration Date: 05/14/2014"

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because I submitted Case# *** using the online research request on 12-28-14. See attached email from Carfax. I have submitted this documentation other times to the Revdex.comVery sad that Carfax chooses to outright be deceptive in their response. Yes, I have emailed them several times, but have went through the formal process. Carfax was upset because I wouldn't buy more services from themI am hoping that the Revdex.com will alert consumers how unethical that Carfax has been in this case
Regards,
*** ***

Sorry for any dissatisfaction the customer may have with CARFAX The Unlimited plan is unlimited using the U.S license plate, which it states on the order page, in the Customer Agreement, the order confirmation page, the receipt email, and upon logging into the account Because the
customer has run five CARFAX Reports, the account is not eligible for a refund

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

The CARFAX Vehicle History Report currently reflects no
accidents and the customer being the fourth owner of the vehicle. If the
customer would like to dispute the records on the *** report they will
need to contact *** for additional assistance. We
also sent the
customer the following email on 4/10/
Good Afternoon,
Thank you very much for contacting CARFAX.
I have submitted your data dispute under case number *** and CARFAX and our
competitors do not always share the same data source.
Since CARFAX does not have the accident record you are referring to, I cannot
do any research on my end.
I suggest you contact our competitor and have them verify the damage record
they have.
Please note that the CARFAX Buyback Guarantee only covers missing state issued
title brands such as Salvage, Rebuilt, Not Actual Mileage, etcIt does not
cover accidents or any other damage events because we state on our Report we do
not receive all accident/damage information.
Please let me know if there is anything else I can do for you.
Thanks so much for your patience and have a great weekend!
CARFAX, Inc

The customer was issued a refund in the amount of $the same day it was requested, Monday, September 22, 2014.
The e-mail that was sent to the customer states:
"(9/22/3:PM)
Good afternoon ***,
Hope your day is going well
I have processed
a $refund back to your cardIt should appear with your card provider in 3-business days
Please let me know if there is anything else I can do for you
Thanks so much for your patience
"

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I paid for something that I did not receiveplain and simpleI paid for something and did not get itthat is against the lawhow can you even close this casehow many thousands of people have been ripped off by this companyhow do they determine this was for commercial useI paid for carfaxif this was for commercial use I would have bought unlimited reportsI work as a mechanic in a repair shophow can I be using this for commercial use
Regards,
*** ***

The customer contact CARFAX's customer support team if they are not satisfied with their purchase: http://support.carfax.com/c_contactus
The product selection box on the CARFAX order page states "Unlimited CARFAX Reports only $54.99, Unlimited Reports by U.SLicense
Plate, Valid for Days" While it does include five CARFAX Reports by VIN as a courtesy, this is a license plate only plan as outlined on the order page When running CARFAX Reports by VIN, the account page counts down the number of VIN searches remaining, "You have CARFAX reports remaining that you can run by VIN."

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I found report is incorrectCarfax own report suggest incorrectnessHow do Carfax report a car total and carries history on it for another years? Carfax need to show there record from whomever is calling my vehicle totalI can show clean title, vehicle registration
Regards,
*** ***

The product selection box states that the Unlimited plan is unlimited using the US license plate When selecting the *** purchase option on the order page, you have to check the checkbox next to this statement in order to proceed: "I agree to the Customer Agreement and understand that CARFAX may not have the complete history of every vehicle" where the Customer Agreement text links to the entire Customer Agreement Again, please contact our customer support team and they will be happy to help you We have not received any correspondence from the provided email address to date If you are not able to click the Help button at the top and bottom of our pages, please use this direct link to contact our support team http://support.carfax.com/

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
My complaint still stands because if you look in the dictionary the definition of a judgement call is: a decision that is based upon your opinionTherefore it is an opinion you are reporting not a factIt says no where on your report that the information you are supplying is only an opinionThe way the information shows up on your report it states that the car is totaledDon't you want to report correct information? Isn't that what the basis of your company's reputation is? The fact is that I have paperwork from the insurance company that shows where they paid to have this car repaired. Case will not be closed until this information is removed from your report. The car was not totaled
I do not appreciate your implications in your response that the police report will not be changed because it is not true about the damageIf it is so easy to get a police report changed, please let me know who I need to contact at the Virignia State Police and I will be glad to do soI am ready and willing to get this fixedWe can resolve this matterAs I have stated to you previously, the VSP Sargent that I spoke with said a police report cannot be changed after it is filedYou also stated that the police officer made this judgement call according to his trainingThe Sargent specifically stated that they are not trained, nor do they claim to be trained, to determine the damage to a vehicle, it is only the opinion of the officerDamage assesment is made by an insurance adjuster
Futhermore I think you need to re-read your own reportYou left out some very important information when you gave the definition of Severe/TotaledThe full defintion, according to the Carfax report, is "This level of damage often results in a Salvage or Junk Title" So when your report shows that the vehicle is listed as totaled your definition gives the impression that the vehicle has a salvage or junk titleThese implications prevent anyone from purchasing the vehicle because it hurts the value of the car
I am willingly to resolve this complaint if you tell me how to get the information removedIf the Virginia State Police are telling me they cannot change a report after it is filed, not that they don't want to make a change, how can it be taken off the report? The issue is still that the car was not totaled and Carfax is reporting that the car is totaled
Regards,
*** ***

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

From: Vince L*** Date: Wed, Apr 15, at 12:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***" Mr***, On
3/25/2015, we emailed the following response to the customer. Good Morning ***, Thank you for contacting CARFAX. I have refunded your account for $and you should see this in your statements within 3-business days. Please let me know if you have any questions, I hope you have a great day! Karen Consumer Affairs Analyst We'd love your feedback! You may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experienceIn the next few days, please look for an email containing your survey. Thanks,Vince L***Manager, Product Support and Data Escalations

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