Carfax Inc

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 Complaint: [redacted]
I am rejecting this response because: I am not a business. I am an individual. I purchased a car actually one of five cars I was looking at, and I bought this car from a dealer. That why I choose to purchase the 5 report. Again I am not a business. I do not understand why carfax is saying that.  It is not true what carfax is stating. I wanted to see the reports beforehand to make a better decision. I sought carfax would be the way to do that. As it turns out carfax is not and now just playing with me. Very disappointing. I either want my money back or the 2 remaining carfax reports, at least the report for the car I bought. 
Thank You.
Regards,
[redacted]

The CARFAX order page states clearly that the Unlimited Reports plan is unlimited using only the U.S. license plate.  CARFAX does not offer or advertise an unlimited-by-VIN plan.  These details are stated in the product selection box, as well as the Customer Agreement on the order page, to...

which the customer must agree before asking us to place their order.  After purchase and before using the account, these details are also outlined in the purchase confirmation page as well as the receipt email, giving the customer plenty of notice about the details of the plan before they begin using it.  Lastly, upon logging it, the account has two search boxes, one clearly states unlimited searches by license plate and the other search box clearly states five searches by VIN.

CARFAX is not implying anything.  The Illinois Secretary of State issued two Not Actual Mileage titles on this vehicle, one of which is the vehicle's current title.  The Federal Odometer Act requires a seller to disclose the vehicle's mileage on the title when ownership is transferred. Congress enacted this Act to prohibit odometer tampering and to protect consumers from mileage fraud. Under this act, sellers must disclose any issues with the vehicle's odometer. These disclosures translate into the Exceed Mechanical Limits and Not Actual Mileage titles.  When the seller certifies, under the Federal Odometer Act, that the odometer reading does not reflect the vehicle's actual mileage, this occurs because the odometer was tampered with, broken, or replaced.  
Because the NAM title brand was issued, this vehicle does not qualify for the CARFAX Buyback Guarantee.  Based on a statistical analysis of actual sales data, this vehicle is worth $2,350 less than average because of the entire history reported to CARFAX, including the Not Actual Mileage title brand reported by the Illinois Secretary of State.  
These are the facts, and not an implication.

CARFAX could find no record of being contacted by anyone with the name "[redacted]" or the email address of "[redacted]".  If the customer would like to dispute information on the CARFAX Report, they must complete a Data Research Request form.  CARFAX's accident information...

is reported to CARFAX by police departments.  If the police report does list an airbag deployment, even if the officer marked it this way in error, it must be corrected by the police department before CARFAX can remove it from the CARFAX Report.

[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:I submitted a case through that link in November 2014, but they haven't provided a response
I have many communications with CarFax: Their reference number for follow up: #[redacted], Case# [redacted].  I have utilized their online case system several times.
3 Attachments:
1. I have emailed [email protected] numerous times, they keep giving me the runaround.  Know they have opened many case numbers.
2. 7-14-14 email where [redacted] says frame is good.  They say there is no structural damage to car and Carfax is in error.  Understood there should be notation of wreck, but car has no outstanding issues and carfax is wrong.
3. 1-3-15 [redacted] email saying car has outstanding frame damage
Let me know what I am missing to properly dispute or if Carfax and [redacted] has taken advantage of me.  [redacted] says this is what is happening and their repairs are very good.
Regards,
[redacted]

[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:
According to the body shop, they report the damages as cosmetic and not structural. See below:
From: [redacted] Sent: Monday, September 21, 2015 9:42 AMTo: [redacted]Subject: [redacted] Customer
 
 
[redacted]General Manager[redacted]Service [redacted] Collision Repair Centers###-###-#### ext.  (Voice)###-###-#### (Fax)www.[redacted].com
I am still see[redacted] the structural damages/ repairs removed immediately or compensation of loss of value.
Regards,
[redacted]

The CARFAX order page lists a brief description of each package under its heading on the order page.  The description is not in the same bold text as the package heading, but it is not in "small print," either.  The descriptions are included to inform the customer of the details of each package.  Copied directly from the CARFAX order page, they are as follows:
 
1 CARFAX Report
$39.99
1 Report
 
5 CARFAX Reports
$49.99
5 Reports
 
Unlimited CARFAX Reports
only $54.99
Unlimited Reports by U.S. License Plate
 
I am sorry if the customer did not notice the description that the Unlimited plan is for U.S. license plates, and I am sorry if the customer is not satisfied with the quality of my responses.  When faced with accusations of "false advertising and fraudulent activity," I am merely stating the facts of the matter at hand: the order page does state that the plan is for license plates only, it was included in the Customer Agreement, to which the customer agreed when he placed his order, it is also included in the receipt email, and listed in the customer's account.   Further, the customer does not qualify for a refund because of the number of CARFAX Reports he ran.  This has nothing to do with "scoring points over the unhappy customer," but simply stating the facts of CARFAX's position so that the customer will understand the reasoning behind the decision we made.  
If the only amicable solution in the customer's mind is to either refund the account or provide unlimited number of CARFAX Reports by VIN, then I am sorry to say that this cannot be resolved amicably.  The customer was given five additional CARFAX Reports by VIN and his account is still active, should he choose to use it.  
Best regards, [redacted] Manager, Product Support and Data Escalations

From: [redacted] <[redacted].com>Date: Fri, Jan 1, 2016 at 11:18 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] MorningI did not answer your email because I gave up that big companies do not protect the consumer, but what they do is enrich and if in previous post and evidence informs them that was not all the information at the time of purchase, so you follow carfax with this process if you convinced them that the fault was mine and do not see the time that the data were hidden so long, I hope that in this 2016 have more clear mind to clarify the damage done to consumers. thank you and I wish you a happy new year

The state of Louisianna reported a salvage brand to CARFAX for 2005 for this customer's vehicle.  CARFAX is currently working with the state to determine if the brand was issued in error and later corrected, or if the brand is still within the DMV system.  Once the state concludes its...

research, CARFAX will notify the customer directly.

The CARFAX order page states in several places that the Unlimited plan is unlimited using the U.S. license plate.  In fact, the customer is aware that it is a 60-day plan, and it states that in the same place and size/color font as it does about the license plates.  The order page states...

"Unlimited Reports by U.S. License Plate / Valid for 60 Days".  This is also listed in the Customer Agreement on the order page, prior to purchase.  After purchase, these details are also indicated in the order confirmation page, the receipt email, and stated in the account upon logging in.  If the customer wants to discuss their account further, they may reach our customer support team at http://support.carfax.com/c_contactus.

On 02/02/2013, a police department reported an accident on this customer’s vehicle to CARFAX.  The customer had taken the vehicle to a dealership that does not use CARFAX, and thus he mistakenly believed that the accident had only recently been reported to CARFAX.  The customer contacted CARFAX to dispute the accident, and on 02/12/2014 CARFAX began and concluded its research, contacting the police department and confirming it was reported to CARFAX in error, and thus the accident was removed from the CARFAX Report.

As it states in the complaint, CARFAX offers three packages on its order page.  A single CARFAX Report by VIN or plate, five CARFAX Reports by VIN or plate, and "Unlimited Reports by U.S. License Plate."

The customer entered in the billing address, not CARFAX.  This is what they entered as a billing address:
Po box [redacted] 
[redacted] 
MA 
[redacted]
Therefore, this is where, per the customer's instructions, the invoices were sent - this was not a CARFAX error.   CARFAX also sent overdue notices to the billing address the customer provided.  The customer was using the service and not paying for it, they should have contacted CARFAX about the lack of billing.   CARFAX had no way of knowing the invoices and overdue notices were not arriving to the customer because CARFAX was using the billing address the customer provided.  Further, the contract clearly lists the price as $149.90.  
If the customer has any documentation to show otherwise, we would be happy to review it.  However, until then, we must go by the contract that was provided to us, which was a Massachusetts billing address and a monthly minimum price of $149.90.  The customer used the service and now must pay for it, and CARFAX is not asking anything other than the unpaid balance.  CARFAX is not asking for late fees, collection fees, or interest.

The CARFAX Vehicle History Report is not an assurance that a vehicle is free from prior damage.  A CARFAX Report would state that no damage has been reported to CARFAX, and also state that, since not all information including problems is reported to CARFAX, the CARFAX Report should always be...

used along with a pre-purchase vehicle inspection and thorough test drive.  Based on the details provided, a vehicle inspection would have uncovered the prior damage in this case.

[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:
The complaint is that CARFAX is reporting that the vehicle is totaled, which is totally untrue. I do not wish to give you the repair information for my vehicle for you to review. I do not see anywhere in your response that even giving you this information will result in the total being removed. Again, I am responding that I want to know how to get the vehicle status, which is listed as totaled, removed from the report. The process, as I understand it, is to get the police report changed. I attempted to do this with the Virginia State Police and they tell me a report cannot be changed after it is filed. My last request to CARFAX was to tell me how I needed to accomplish this, not to add the vehicle repair report. I want to know how I can get this information removed from the CARFAX report. If the report cannot be changed, how are consumers supposed to get the right information put out about their vehicle? The car was not totaled and this needs to be removed from the report. Surely your company has a process to correct the report when it has incorrect information that you are selling to the public and car dealerships.. The last response I received seemed to indicate that it shouldn't be a problem and that many people got this information corrected. All I ask was to get the same information so I can get this resolved. No where do I see in your response do you answer this question or are offering any information to get this corrected. As long as your report states that the car is totaled the value will be diminished. This is the basis for my compliant. the information on the report is incorrect. The information that you are asking for is something that your company cannot get because insurance companies do not give out information about their clients.
I would be willing to send you a letter from my insurance company stating that the car was never totaled and it has been repaired, if you are willing to remove the the vehicle was totaled from your report.
Regards,
[redacted]

A total loss was reported to CARFAX for the customer's vehicle.  CARFAX received the customer's data correction request on 4/28/2013 disputing the total loss.  By 4/29/2014, CARFAX confirmed with the insurance company that the total loss was reported in error, CARFAX removed the total loss...

record from the CARFAX Report, and called the customer to notify her of the update.

Our customer support team was not able to locate a purchase using the information provided.  If the customer would like assistance with their account, they can contact our Customer Support team directly through our Help Center.  http://support.carfax.com.  The details of the Unlimited...

plan are listed on the order page, in the Customer Agreement, the confirmation receipt page, the receipt email, and upon each logging in of the account.

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.

[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:
While there is a "disclaimer" in the advertisement, it is buried in the "Splash" of the Ad, and in much smaller print than the wording of Unlimited.  Very deceitful !!
Regards,
[redacted]

[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] Dictionary
Unlimited-not limited or restricted in terms of number, quantity, or extent.
lim·it·ed
 adjective \'li-m?-t?d\: not high or great in number, amount, etc.
Full Definition of LIMITED
1
a :  confined within limits :  restricted <limited success>
b of a train :  offering faster service especially by making a limited number of stops
2
:  characterized by enforceable limitations prescribed (as by a constitution) upon the scope or exercise of powers <a limitedmonarchy>
3
:  lacking breadth and originality <a bit limited; a bit thick in the head — Virginia Woolf>
The 2nd and 3rd one would be more in line with your business standards.  You are so arrogant that you can not fix an issue that you blatantly misuse.  This will not be resolved until you fix your ** errata.