Carfax Inc

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Complaint: ***
I am rejecting this response because:
I managed to get some information about this issueTo begin, a damaged part was replaced. If you call *** Automobile (the 12-6-entry on the report) they can give you the information. It was part number ***, the front bumper valance panelThis is actually a decorative part that, at first glance, you would think was a bumperBut it is a carbon fiber attachment on the front that is just a few inches off the groundIf you are pulling into a parking spot that has a berm or a curb in front, the valance panel (sometimes called a lip or splitter) is the first part of the car to contact the berm or curbIf you come into contact with the berm or curb too hard, you could damage the valance panel, which is what happened on 12-4-I actually have a pictureIt appears that there might have been a crack or some scraped paint in the splitter and the owner had the part replaced.
This is exactly the type of incident that should not be reportedReplacing the part had no influence on the value of the carYet, because the entry is on the Carfax report, when you want to trade in or to sell the car, the car's value is substantially discounted because of the report entryThe dealer told me that he subtracted about $10,from the trade in value because of the Carfax entryThe report I got on 6-16-indicated that *** serviced the car on 12-6-There was nothing about damageOn 7-24-14, Carfax added the entry indicating damageI bought the car on 6-30-The information about the part replacement was always available, but Carfax didn't report itThe *** was bought and sold by a second buyer who apparently knew nothing about any damageThis incident should never have been reported and I am demanding that the entry on 12-4-be removedThe entry of 12-6-indicating that the car was serviced is sufficientHaving a decorative part replaced should not be a published part of a car's historyThe only thing the notation accomplishes is that it diminishes the car's value
Regards,
*** ***

With the 30-Day Unlimited Package, the customer can run an unlimited number of CARFAX Reports using the vehicle's U.Slicense plate for days The details of the plan are listed on the order form, in the Customer Agreement (which the customer must read and accept before asking us to place
their order), the order confirmation and receipt page, the receipt email, and by logging into the account where it shows the account's expiration date Any further questions should be directed to our customer support team http://support.carfax.com/c_contactus

A confidential source reported a damage record to CARFAX for the vehicle All the information provided to CARFAX indicates the record is correct, including the VIN, year, make, model, vehicle color, odometer, and vehicle location, which all match the subject vehicle It is possible the
date provided is the date the ticket was closed out, and the actual repair date may have been slightly earlier However, the record is considered correct as is

CARFAX’s customer support team resolved this matter directly with the
customer on 2/19/

I am extremely disappointed with the car fax report package that I purchasedI was in the market for a used car and purchased a car fax report package to assist me in researching vehiclesI was looking at several different vehicles so I purchased the unlimited search for days package Much to my dismay, the unlimited package only allows you vehicle searches using VINs The rest of your searches can only be done using a license plate number which is completely useless when you are looking at cars on a dealer's lot!!! Once I realized the terms of my membership, I went back to the membership options to re-read the offeringsThe unlimited option does state that the reports are by license plate, but the other offerings are silent as to the methodology of searchFurthermore the unlimited option has a marker that says buy more save more which implies that you are buying more of the same thing that is offered with the cheaper optionsI feel like that wording was a deliberate attempt to trick customers into paying $more for just reportsCar fax knows that many of their customers are researching used cars from a dealerThey know that dealerships don't have license plates on their cars Therefore it stands to reason that they know that searches by license plate are useless for most of their customersI feel extremely cheated

Again a short coming by a company that means to profit by not listing something as little as days That's all The wording "30-day" needs to be listed on that listing 30-days is not unlimited You worthless companies that think you are above the law by not putting stuff in print is coming to a close 30-day limited would be how it is specified Fix it and refund my money Quit *** the customer That's how you built your business and guess what that's how it will be taken down By the customer if you can't do right by them

On 7/24/2015, CARFAX sent the customer the below email, and in previous emails requested letters from his insurance company and the towing companyHi
*** We receive electronically-submitted vehicle history records from our data sources which are loaded directly onto the CARFAX Vehicle History ReportWe do not receive paper copies of documents or perform any data entryOur source reported that the vehicle was towed due to an accident, and the source verified this informationTherefore, the CARFAX Report is correct in stating that an accident record has been reported to CARFAX. We cannot provide what information we have on this vehicle due to our contractual obligation to keep this information confidential, however the information that has been provided is consistent with an accident and not simply being stuck in the mudThis has already been verified by our source, and therefore unless you can provide documentation to state otherwise, we must continue reporting the information as reported by the source. I am sorry if you feel must exercise your right to seek other actions, but we cannot remove this record without independent documentation to show that the data source is incorrectWithout such documentation, there is nothing further with which we can assist you

CARFAX does not have a consumer call center, so I am not sure to whom they spoke that was so rude However, CARFAX did receive the customer's data dispute regarding a Not Actual Mileage branded title issued by the DMV CARFAX contacted the DMV and confirmed that they did issue the NAM
branded title CARFAX relayed this to the customer and also provided to the customer instructions on how to get the brand corrected with the state, if it is in error

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Complaint: ***
I am rejecting this response because:
The text appears too small on tablets and can't be read A business as large as Carfax is expected to be very clear in their communication This was not
Regards,
*** ***

*** ***,
We have still not received a data correction request form from this customer. If you would please pass along this response:
“We cannot research this without the data research request form. Please complete the form and we will be happy to assist you. http://support.carfax.com/c_datarequest”
Thanks,
Vince

As it states on the order page in the product selection box, the Unlimited plan is unlimited by U.Slicense plate only This is also listed in the Customer Agreement on the order page

From: Vince LuckeyDate: Tue, Nov 11, at 9:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***"
*** ***,
This is in response to complaint ID ***
The description of the Unlimited CARFAX Reports plan, as listed on the order page, is “Unlimited Reports by U.SLicense Plate.” This is what the customer is purchasing when selecting that option. The five CARFAX Reports by VIN are not included in this description because those are provided as a courtesy and not part of the what the customer is purchasing. As we both agree, these details are also clarified in numerous places as previously outlined, and, therefore, we reject the customer’s claims that anything about the order page is misleading and no further action will be taken
Best regards,
Vince L***
Manager, Product Support and Data Escalations

On June 23, CARFAX sent the complainant the follow response via email:
*** ***, ">*** has asked me to review your case. The Unlimited plan is not limited to five CARFAX Reports, as suggested in your emailAs it states on the order page, the Unlimited plan is unlimited using the U.S license plate for daysThe plan includes five CARFAX Reports by VIN for those cases where the license plate is not available in our database, but it is a license plate plan. The details of the plan are listed in several places before, during, and after purchaseFor example, the details are stated in the product selection box on the order page, "Unlimited Reports by U.SLicense Plate / Valid for Days"It also lists the details in the Customer Agreement, to which you must check the box that you read and accept before placing your order. I am sorry for any dissatisfaction or misunderstanding, but unfortunately the account it not eligible for a refund*** has reset the account, giving you back five CARFAX Reports by VIN, and it looks like one VIN has been run already. Best regards, Vince L*** Manager, Product Support and Data Escalations

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Complaint: ***
I am rejecting this response because I DID contact the customer team, and all they offered were a few more VIN Reports Moreover, had they clearly stated this "unlimited" plan was for license plates only, I would not have made this purchase back in January since their competitor Autocheck, offers an unlimited VIN # plan for less cost Instead, they market options all appearing the same with the only difference being the # of reports This was not true, and I complained to them directly, and they did not honor my refund request, so I continued to take it further by first filing a complaint with ***, which Carfax did not honor either I then complained to my credit card company which they again, they did not support I then filed a complaint with the North Carolina Department of Justice Consumer Protection Division, and once again was denied Now I am filing a complaint with the Revdex.com because I cannot believe I'm the only one duped by this company who flat out refuses to admit they've made any mistake whatsoever, and what they are doing is even legalOn a side note, in the years I've experienced issues with any company, only other one refused to negotiate a resolution with a state's Attorney General if it ever got that far, and I'm happy to report they are no longer in business Thisi company will hopefully be the second one
Regards,
*** ***

Every CARFAX Vehicle History Report states that not all information, including problems, is reported to us If the customer would like further assistance, they can complete a Data Research Request form located here: http://support.carfax.com/c_datarequest

The customer purchased the Unlimited plan for $54.99, which includes unlimited CARFAX Reports by license plate for days and CARFAX Reports by VIN The customer has used their VINs, wants to continue to have access to unlimited license plate searches, and wants to purchase more VINs at $ Thus, the customer would like this outcome:
Total Cost: $($Unlimited + $Pack)
Unlimited Reports by license plate for daystotal VINsWhat we have offered is for the customer to purchase another Unlimited plan and we would refund the $difference This would give the customer:
Total Cost: $($Unlimited + $Unlimited - $refund)
Unlimited Reports by license plate for days (days of current plan, plus an additional days from the new plan)
total VINsI know this is not the most efficient way the system could work, but it is the only way the customer can purchase a new plan before the current one ends, and is certainly not any kind of "bait and switch"

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Complaint: ***
I am rejecting this response because: we were not overtly notified of limited VIN reports until AFTER we used the five free VIN reportsAgain, you will never get my business againThank you
Regards,
*** ***

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:
class="MsoNoSpacing" "margin-left:.5in">CARFAX Vehicle History Reports
are based on information supplied to CARFAXCARFAX does not have the complete
history of every vehicleUse 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 CARFAXUse 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 INFORMATIONTHEREFORE, 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
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

[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]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I sent you everthing to you they need to resolve this complaint. that is just their way of a run around.you can call auto check which is better than carfax on the phone and take care of their problems and its fixed in one or two days.you got all they need to do this   tks bobby

The customer purchased...

the Unlimited CARFAX Reports. The order
page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited
Reports by U.S. License Plate / Valid for 60 days" and also states this on
the order page under the Customer Agreement, to which the customer read and
accepted before placing their order. If the customer does not have a need to
run CARFAX Reports by license plate, then perhaps the 5 Pack would be the
better plan for them.
 
If the customer would like to discuss their account options further, please contact our customer support team thorugh our Help Center at: http://support.carfax.com/c_contactus