Carfax Inc

The CARFAX order page, prior to purchase, does make it quite clear that the plan is unlimited using the U.S. license plate.  Step 1 of the order process, the customer selects which product they would like to purchase, and in that product selection box it clearly states "Unlimited CARFAX Reports only $54.99 / Unlimited Reports by U.S. License Plate."  It is also outlined in the Customer Agreement, on the order page, prior to purchase.  
The customer absolutely would have been given a 100% refund had the customer contacted once they realized the plan was not what they were expecting.  However, since they have run five CARFAX Reports, in accordance with the refund policy to which we both agreed, the account is no longer eligible for a refund.

If the complainant wishes to continue to dispute this, they will have to continue working with our support team.  http://support.carfax.com/c_contactus

On July 9, 2015, CARFAX emailed the customer the following response:
We only remove information from the CARFAX Report when it is incorrect. We do not...

remove accurate, valid information even if it is hurting a sale. We believe full disclosure better protects the consumer (the buyer) and keeps safer cars on the road. The vehicle was issued a flood title in error which was later corrected, and thus the CARFAX Report is accurate. DMVs report titles to many other services and agencies, many of which continue to show a flood branded title is issued. The CARFAX Report helps clarify that yes, a flood title was issued, but it was wrong and has been corrected.I am sorry if you believe this accurate and important information is affecting your sale, but it is part of the history of the vehicle and cannot be removed.

As each CARFAX Report states, we can only report the information reported to us, when it is reported to us.  The CARFAX Report also states that not all information, including problems, is reported to us, and therefore it should always be used along with a pre-purchase vehicle inspection and...

thorough test drive to check for any prior damage or hidden repairs.

[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:Your page doesn't accept my email that was originally used for purchase, I payed you via [redacted] and sent you a request for refund on 12/01/2015 from my [redacted] account and received no answer. First of all please check your [redacted] disputes , I would be happy to receive an answer from you. Second of all during the purchase process there was no customer agreement, may be because I payed through paypal, I didn't find any, and receipt email was received from you one day after purchase, you didn't give me a chance to check it. Right away after purchase I began to run vin check reports, and after fifth report you website surprisingly asked me to pay more in order to continue with vin checks.
[redacted]
[redacted]@[redacted].com
[redacted]
Regards,
[redacted]

I will need more specific information in order to respond to this complaint, including a copy of the page referencing free reports.

[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 police report does not state the vehicle was involved, only that it was the vehicle towing the trailer.  It states that the trailer hit some debris in the road as caused a blow out on the trailer, it even has the drawing stating such.
This is a false claim since the report does not states that there wasn't any damage to the truck, only the trailer.  CARFAX is assuming there may have been damage to the vehicle since the report doesn't explicitly state it.
Regards,
[redacted]

In reference to the complaint's opening statement, "When we purchased my vehicle in July 2013, we were told that it had never been in an accident," the complainant should take this matter up with whomever told them the vehicle had never been in an accident.  A CARFAX Report would never state...

that a vehicle had not been in an accident.  The CARFAX Report would state that no accidents had been reported to CARFAX, that not all information including problems is reported to CARFAX, and therefore the CARFAX Report should always be used along with a pre-purchase vehicle inspection to check for any hidden damage or prior repairs.  
Most insurance companies share their claims information with other insurance companies, but not all claims are reported to CARFAX.  However, $5,000 worth of damage should have been detected upon the pre-purchase inspection, a copy of which we would happy to review.  If the complainant has evidence of this damage event to provide for our review, we would be happy to verify its validity and work on getting this information added to the CARFAX.
CARFAX has no control over how much a buyer is willing to pay for a vehicle.  The CARFAX Report, including the police-reported accident from April 20, 2015, recommends that the vehicle is worth $1,180 more than average based on all the information reported to CARFAX, including information that would increase its value.  If a buyer is offering the customer less than average, it is most likely not because of what is on the CARFAX Report but because of what they have uncovered during their own pre-purchase inspection.

[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:an accident and a total loss are two different things. Do to the fact that carfax has built a reputation that people depend on. Some people will now accept Carfax over state records. Due to your miss guided reporting practices you are causing people to take losses on there purchases. By not reporting the total loss for 12 years you allowed people to believe there was only an accident. Then claiming a total loss 12 years later effects my value and causes me to take a loss. I believe that carfax should now be responsible for my loss. I would not have this loss if there reporting had been consistant. I had to take a $3500 loss on the sale of my truck due to the fact that it is claimed to be a total loss. Because this loss did not happen during my time of ownership and this Claimed loss was not reported before my purchase. it should not be allowed to be reported and deminish my value. Carfax's reporting of this loss during my ownership is false and misleading and has caused my damage. You were given a chance to corerect the records but you refused. Now I will seek no less than my loss of value plus and attorney fees and court costs that my arise from my pursuit of my claim.
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: you are not admitting that this is deceptive advertising and it fools customers. I am including a screenshot of your page where you order the reports. Show me where it says there is a limit to 5 VIN reports on the Unlimited Service. Also notice that the boxes say: 1 CARFAX Report, 5 CARFAX Reports, Unlimited CARFAX Reports. Any customer can be easily fooled by this deceptive strategy into thinking that all the services are referring to VIN reports.
Another way to understand your deceptive ad is: For $54.99, you get unlimited reports (i.e. VINs) and unlimited reports by U.S license plate.  Whichever way you read this ad, it's confusing and not clear.
Link to screenshot of product page: [redacted]
Link to actual product page: [redacted]
Regards,
[redacted]

Nowhere on the CARFAX order page does it suggest the unlimited plan is by VIN.  To the contrary, the order page specifically states the unlimited plan is by U.S. license plate only:
sans-serif; font-size: 15px; line-height: 16.639999389648438px; vertical-align: baseline; color: rgb(51, 51, 51);">Unlimited CARFAX Reports
only $54.99
Unlimited Reports by U.S. License Plate
This is also indicated in the Customer Agreement, to which the customer read and agreed before placing the order.  It also listed in the receipt email, and in the CARFAX account upon logging in.  CARFAX does not offer or advertise an unlimited by VIN plan.

[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: it's not a response to the issue.  I'm well aware of which option I "should've" selected.  However, Carfax preselected unlimited for me.  I didn't even realize it had happened, that I hadn't selected an option, until I saw what I was charged.  By selecting unlimited, rather than saying Oops, u forgot to pick one, Carfax is ripping off people like me to the tune of $15 per transaction.  How many times a day do u think that happens, multiplied by 365?  It's like requiring people to opt out of automatically renewed paid subscriptions: designed to fleece people. 
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:
It is irrelevant that the limitation of 5 VIN searches is listed in the receipt, because the purchase has already been made.
It is irrelevant that the subscriber is told of the search restriction AFTER an account is created and the subscriber logs-in.
Nowhere not he CARFAX order form does it say that the subscriber is limited to five VIN searches.Nowhere in the Customer Agreement does the word VIN appear, the Customer Agreement does not mention any limitation regarding VIN searches.
The order form for does say "Unlimited Reports for $54.99 (Unlimited Reports by U.S. License Plate)". 
However, the order form does NOT say "Unlimited Reports by U.S. License plate plus 5 VIN searches"
Why the omission?  The VIN search is the most valuable search method.  CARFAX would not get as many subscribers if they knew they were only receiving 5 VIN searches.  
Why does CARFAX NOT tell the subscriber in the "CARFAX Reports Order Form" (before a purchase is made), that they will only receive 5 VIN searches?
Nowhere in the order form is the subscriber informed that he/she is limited to 5 VIN searches.  Nowhere in the customer agreement is the subscriber informed that he/she is limited to 5 VIN searches.
This is deception for the sake of financial gain on the part of CARFAX.
Text from the CARFAX “Customer Agreement” in the CARFAX Reports - Order Form as seen on May 1, 2014:
I agree to pay a one-time charge in the amount set forth above for the Unlimited Reports (Private Seller Vehicles Only) plan ("Plan") plus applicable sales tax in the following states: CT, DC, HI, NJ, NM, NY, SC, SD, TX, WA and WV, according to my card issuer agreement. I acknowledge and agree that vehicle license plate and state information is needed to run each CARFAX Report under this Plan and that this Plan may not be available to run any CARFAX Reports for vehicles registered in the states of Alaska, Alabama, Iowa, Maine, Mississippi, Nevada, Ohio, Puerto Rico, Rhode Island and Tennessee. This plan is valid for 30 days from the date of purchase, and during this period, I may run unlimited CARFAX Reports for my 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. You acknowledge that you may only use CARFAX Reports for your personal use. Commercial use, resale or redistribution of CARFAX Reports is strictly prohibited. "Commercial Use" is defined as use by persons engaged in the business of researching, buying and/or selling of automobiles, the resale or redistribution of Reports, or any other business purpose as determined by CARFAX, Inc. 
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: I feel there is an effort made to defraud the customer by way of using small print to conceal the true limitations of the product.
Regards,
[redacted]

The customer contacted CARFAX disputing an accident on a CARFAX Report, however, no accidents had been reported to CARFAX for the VIN they provided.

I am not sure what the complainant means by "Carfax is stating now, that they had No information to begin with of structural damage to my car."  The facts are this.  Structural damage is reported for this vehicle by the data source.  When the data was reviewed, structural damage was confirmed.  Therefore, structural damage will continue to be displayed on the CARFAX Report and we consider this matter resolved.  Should the complainant in the future wish to produce a copy of the appraisal in support of his claim, we will be happy to review it.

[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: That business has been closed for  years. I ran it from my home which is the same address. I cannot change that. My email has always been the same and I should not have to change that as well to suit you. When I enter my [redacted] email your system automatically fills in the blanks not me and you know that. It is pathetic that you would work with me on this matter. I have said multiple times that you can check for an active licence for [redacted]. Therefore I am not an active business. 
Revdex.com: What if any steps or actions can be taken next to help. The last message I received said carfax considers this case resolved which is clearly not the case. I have provided overwhelming evidence that I am not a dealer. They have obviously taken my money and will not work with me. There is no laws stating that if I close my home based business thay I have to move or change my email accounts. [redacted].com has been my primary account long before I started [redacted] auto. ThanksRegards,
[redacted]

In the product selection box on the CARFAX order page, the products are listed as follows:
1 CARFAX Report
$39.99
1 Report
Valid for 60 Days
5 CARFAX Reports
$49.99
5 Reports
Valid...

for 60 Days
Unlimited CARFAX Reports
only $54.99
Unlimited Reports by U.S. License Plate
Valid for 60 Days
The 60 day expiration is also listed in the Customer Agreement on the order page, in the purchase confirmation screen, the receipt email, and the expiration date is listed on the account.  Contacting customer support for CARFAX is simply, you just need to click on the "Help" button at the top and bottom of any CARFAX page.  The customer did contact our customer support team via live chat, and our response to the customer's question was, "That is correct, they do expire after 60 days, but I'll be happy to grant an extension for you until 01-01-16. Will that help?"

CARFAX verified that the vehicle was listed on the police report, and thus cannot be removed from the CARFAX Vehicle History Report.  Based on the description of the damage, CARFAX was updated the record to show very minor damage.  CARFAX spoke with the vehicle on 1/28/2015 and we believe...

this matter is resolved.

[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 have talked with Fl DMV and with FL Tax collection office and they disagree with what Carfax is reporting. They do not see any discrepancies, and therefore they will not and can not fix the mileage problem that Carfax is reporting. I have pulled my car report from two different vendors and both of them report the mileage just fine. The problem carfax is taking car maintenance and service reports in to consideration as well and I think this is where the issue is. The problem is with Carfax and they need this fix the inconsistencies otherwise I can't sell my car.   
Please see attached pics from [redacted] and [redacted]
   
Regards,
[redacted]