Carfax Inc

The customer is refusing to accept the fact that the order page clearly states “Unlimited Reports by U.SLicense Plate.” I understand why they are refusing to accept this, because it completely voids any legitimacy to their complaint.
The Five CARFAX Reports plan for $does not specify whether the CARFAX Reports are by VIN or plate because both can be used. For an extra $5.00, the Unlimited plan includes the same five CARFAX Reports by VIN and also includes “Unlimited Reports by U.SLicense Plate.” The customer cannot pretend that the order form does not clearly display this

The customer sent us new e-mails asking for status updates. As explained before, e-mails are worked on in the order they are received. The status request e-mails were not known of until the original e-mail with the data dispute was picked up and worked. If the customer would have responded to the original e-mail that he had sent, that e-mail would have been seen and responded to since it was an existing e-mail and not a new oneAs for our live chat, I am sorry the customer was misinformed. We have live customer service representatives available to answer any questions the customer hasOur service is voluntary and the customer can choose not to use our product. If he does choose to use our product, then there is a charge.
Again, as stated on every Report, "CARFAX DEPENDS ON ITS SOURCES FOR THE ACCURACY AND RELIABILITY OF ITS
INFORMATIONTHEREFORE, NO RESPONSIBILITY IS ASSUMED BY CARFAX OR ITS AGENTS FOR
ERRORS OR OMISSIONS IN THIS REPORT."

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Complaint: ***
I am rejecting this response because by grouping the options together with simpler text and fonts, simply stating "U.SLicense Plate" is not clear enough because it gives the impression that U.SLicense Plates are also include in the "Unlmited" option Not exclusively since the others do not mention anything about License plates Instead, it should read as follows:
"USLicense Plates ONLY Does NOT include VIN #s"
Had any of the documents the business referenced this statement verbatim, I would have immediately canceled and requested a refund The fact that they has still not even attempted to fix the webpage, and market the "unlimted" option in this manner goes to show their intent is to still deceive consumers Especially when you factor in that their main competitor overs unlimited VIN # searches for less Lastly, the initial *** claim # was ***Finally, it just amazes me that a company who's main commercial advertising centers on shady car dealers, selling lemons would use a questionable sales tactic themselves, and when called on it, adamantly defend this practice across multiple agencies/companies instead of fairly dealing with an dissatisfied customer by honoring his request for a refund and fix the website Seems to be some serious misalignment here within the businessRegards,
*** ***

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Complaint: ***
I am rejecting this response because: Of course you don't release any documents....what right do I have to see them...I only own the car they pertain to and stand to loose over $5,based on their validity or actual existence I'm obviously not going to get anything accomplished with these scam artists posing as company They don't need to reply to this any further
Regards,
*** ***

The seller of the vehicle put it through its inspection processes and determined the vehicle sustained structural damage The seller chose to take a loss on the vehicle by announcing it this way through the auction When the record was disputed, CARFAX contacted the vehicle seller and verified this information CARFAX does not release copies of its internal verification documents unless they are already public record, such as police reports Therefore, CARFAX is not able to release any documentation

On December 9, 2014, the customer was sent the following email:
Good Morning ***, Helvetica, sans-serif;">Thank you for filling out the online correction formI have initiated your research request under reference # ***I am happy to assist you with this and am reaching out to the Arizona Accident Source to verify the content of the police report and see why it was provided to CARFAX for your VIN. I will be in contact with you the moment an update is availableI look forward to reaching back out to you soonHave a wonderful day!

Hi ***,
We are sorry for any misunderstanding about the Unlimited License Plate plan CARFAX states that it's be license plate on the order page, as well as the purchase confirmation page and the receipt email We have added some additional VIN searches to your
account, and if you have any further questions, please contact our Customer Support Team http://support.carfax.com/c_contactus
Best regards,
CARFAX

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Complaint: ***
I am rejecting this response because: I would like to see the original data from this supposed police reportI have a report from an approved source of the Wisconsin DOT (NMVTIS) the is from VINSmart and there is not a report of an accident for this vehicleNor is there any record for that date under my driver license nor my wife's driver licenseThey claim to have the original data, then show me the data they base the report on.
Regards,
*** ***

On 5/18/at 1:PM, CARFAX sent the customer the following email:
Hi Ivan Thank you for your patience I was able to have the total loss record removed along with the Salvage brandI added that the salvage was issued in error and later corrected and sent you a separate
email with a day link to the updated Report. Thank you! Matthew Resolution Manager We want to hear about your experience! Thank you for using CARFAXYou may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experiencePlease look for an email containing your survey in the next few days

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Complaint: ***
I am rejecting this response because: Carfax hides behind their small print which is listed at the bottom of their webpage to protect themselves against anything that may arise. They are making assumptions that they have no knowledge about as to if a inspection would have uncovered the issue. Apparently it was not noticeable to *** as they inspected the vehicle and allowed it to have an extended warranty put on the vehicle which eventually covered the replacement of a transmission. If this small statement is their catch all, maybe they should have it in large print at the top of the page right next to their statement saying --
"Avoid buying a car with costly hidden problems by getting a CARFAX Vehicle History Report today."
or maybe next to their statement :Every CARFAX Vehicle History Report™ checks for
CARFAX Reports contain important information that can
help you make a more informed decision about a used car, truck or SUV,
including:
Vehicle registration
Frame/structural damage
Salvaged, Junked or Flood titles
Accident indicators
Odometer readings
Service and repair information
Lemon history
Vehicle usage (taxi, rental, lease, etc.)
Total loss accident history
Recall informationbut no, let them hide the statement in a obscure location to allow them a free pass. I reject their excuses and will make every effort to inform as many people as I can to not trust the report that they pay for because years after the fact your vehicle may now have serious issues listed that you were not aware of.
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: the dealership that rescinded their purchase offer after viewing the CarFax report said the report shows "frame damage". Send me a copy of the CarFax report
*** ***

The Unlimited CARFAX Reports option is our most popular package so it is preselected for our customers convenience. The selected package is also stated on the order page under the Customer Agreement, to which the customer read and accpeted before placing their orderOur customer support team would be happy to assist the customer with her account and refund request. She can contact our customer support team through our Help Center using the link below
http://support.carfax.com/c_contactus

Date: Wed, Feb 10, at 8:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" *** ***, The customer states several times that the CARFAX website
clearly shows that the unlimited plan is unlimited using the U.Slicense plate, and I am not sure how he draws the conclusion that this somehow means that it is unlimited by VIN However, and regardless, the customer was issued a full refund on 1/20/and was notified of this the same day via email. Respectfully,

On September 22, 2015, CARFAX sent the customer the following email:
Good Afternoon *** or ***, background-">I just received a response from the source and as promised I am notifying you immediately. I am glad to let you know that the Total Loss has been removed from the Vehicle History Report as requested, based on confirmation. I recently sent you a separate email with a 14-day link to access and print the updated CARFAX Vehicle History ReportPlease allow 15-minutes for the change to reflect within the reportPlease let me know if you have any questions or if there is anything further I can do to helpThank you so much for allowing me the opportunity to work with you, it was my pleasure and I hope you have a wonderful day

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Complaint: ***
I am rejecting this response because:It is a blatent ripoff and other complains towrads carfax reflect it
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: The ability to run unlimited reports SOLELY using license plates is not stated ANYWHERE in the order pageHalf of the purported pages you mentioned are POST the orderI don't have to explain to you how deceptive this marketing is, as you know how many people file complaints regarding this issueStating "report, 5, reports and unlimited reports" obviously expresses that you are purchasing unlimited reports if you choose the last optionRunning unlimited reports via license plates looks like a bullet point and an added feature or benefit from the third choice NOT a restriction to running unlimited searchesHad you put "Unlimited reports using license plates" and not just "unlimited reports", that would palpably communicate what you are actually sellingI am baffled how you even think this isn't remotely deceptiveI run my own company, I understand marketing vernacular to well to be fooled by this ployI adamantly reject your response and will perilously pursue the refund of my purchaseEven your return policy states you are eligible for a refund if you run searches or lessI was given VIN searches and only used ONEthe other two searches were using license plates - the actual feature that is unlimited.
Regards,
Yevgeniy Keshyan

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Complaint: ***
I am rejecting this response because:The only address that I have for my business is *** *** *** * *** *** *** NV. It was a mistake on CarFax part to sent the invoices to the incorrect address. I am not sure why they would send it to the PO Box in Mass. I am requesting for the Revdex.com to get involved and help a small business resolve a wrongful billing on the part of CarFax. CarFax employees contacted my business on number of occasion for sales calls, but not once the billing error or delinquency was mentioned. I would like a CarFax representative to contact me directly at ###-###-#### to resolve this issue. The price I was quoted was $a month and I was wrongfully charged for the month of February when I no longer had access to CarFax account. Regards,
*** ***

A letter from the insurance company indicating that the vehicle was not totaled will not be helpful in this case because (a) the CARFAX Report is already stating that the vehicle was not reported totaled by an insurance company ("No total loss reported to CARFAX"), and (b) the insurance company is not the source of the "Vehicle reported totaled" text; it is the police report, which has been verified by the both of us We both agree that the police report does list the damage severity as "totaled," and we both agree that the insurance company has not reported a total loss to CARFAX Therefore, the CARFAX Report is accurately reporting the information provided to CARFAX by the police departmentIf the police report is in error, as the customer maintains, then CARFAX would need documentation from the police department stating that it is in error This could be a corrected police report, supplemented police report, or letter from the police department (provided CARFAX can verify the veracity of which) indicating that the damage severity was chosen in error Short of this documentation from the police department, I can only offer to add the repair order if the customer is willing to provide it I cannot guarantee that adding the repair order will result in removing the police report's indication of damage severity because I have not seen the repair order and I do not know what information it contains I can only say that, depending on what it contains, we may be able to remove the police report's damage severity based on adding the repair order to the CARFAX Report, and the customer has only these two options: documentation from the police department, or the repair order Without one of these two, CARFAX has no way to remove the police report's damage severity

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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: information is missing. We need to know the police offices with which these claims were filed so that we may follow up with each to check validity. (ExColerain PD, etc.)
Regards,
*** ***

The Unlimited License Plate plan expires in days This is listed in the Customer Agreement on the order page, which the customer is required to read before ordering It is also in the receipt email, as well as when logging into the account We're sorry if the customer was
unaware of the expiration and will be happy to offer the customer several options to access the CARFAX Reports they paid for Simply contact us through our Help Center using the following link http://support.carfax.com/c_contactus