CARFAX

[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: [redacted] I am rejecting this response because: you are not admitting that this is deceptive advertising and it fools customersI am including a screenshot of your page where you order the reportsShow me where it says there is a limit to VIN reports on the Unlimited ServiceAlso notice that the boxes say: CARFAX Report, CARFAX Reports, Unlimited CARFAX ReportsAny 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.eVINs) 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 [redacted] Link to actual product [redacted] 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,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 CARFAXCARFAX 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,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 responseIf 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 VIN searches is listed in the receipt, because the purchase has already been madeIt is irrelevant that the subscriber is told of the search restriction AFTER an account is created and the subscriber logs-inNowhere 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 searchesThe order form for does say "Unlimited Reports for $(Unlimited Reports by U.SLicense Plate)" However, the order form does NOT say "Unlimited Reports by U.SLicense plate plus 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 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 VIN searches? Nowhere in the order form is the subscriber informed that he/she is limited to VIN searches Nowhere in the customer agreement is the subscriber informed that he/she is limited to VIN searchesThis is deception for the sake of financial gain on the part of CARFAXText 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 agreementI 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 TennesseeThis plan is valid for 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 partyYou acknowledge that you may only use CARFAX Reports for your personal useCommercial 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]

The CARFAX order page does clearly state that the Unlimited plan is unlimited using the U.Slicense plate This is also listed in the Customer Agreement on the order page, to which the customer must certify that they have read and accept before placing the order

[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: [redacted] I am rejecting this response because: It states the following on the Carfax site, on the bottom left of the screen, after clicking on 'order reports': "Money Back Guarantee if Not 100% Satisfied - No Risk! There is no asterisk or fine print whatsoever after the aforementioned statementThis former is not only misleading, but also contradicts Carfax's terms and conditionsA complaint with the FTC has also been filedRegards, [redacted]

[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: [redacted] I am rejecting this response because:Carfax is not supplying a Insurance company name to affect such a changeIt's for carfax to report correct information not faults informationCarfax needs to supply information where the insurance company said it was a total loss Regards, [redacted]

After checking with the police department, CARFAX verified that the document the customer provided in support of his claim was false The document was altered to remove the subject vehicle After obtaining an authentic copy of the CARFAX Report, it further shows that the statements in his complaint are also false The complaint states that the subject vehicle was not involved in the accident, that it was a car belonging to the complainant's wife, and that the complainant only stopped by to make a statementThe actual police report does indeed list the complaint’s vehicle, with the complainant as the driver According to the police report, the vehicle made a series of unsafe lane changes (code - Operated vehicle in erratic, reckless, careless, negligent or aggressive manner) causing a collision between two other vehicles The information on the CARFAX Report was not, and never was, incorrect The vehicle was involved in the accident, and caused the accident, and the complainant was involved as well However, as confirmed by the police report, because the vehicle was not impacted or damaged, CARFAX removed the accident record from the CARFAX Report per its current policy The accident record was removed because the vehicle was not impacted, and not because any error had taken place on the part of CARFAX or the police department

CARFAX is currently working to resolve this matter with the customer We are expecting additional documentation to be provided within the next week or so, which will hopefully enable us to resolve this

I purchased access to CarFax VIN look-ups for a period of time and immediately cancelled it within a few minutes when I discovered better access through another serviceIt was within their policies as stated on line Rather than issue the credit created and executed online, I received an email offer days later which required me to respond if I still wanted my credit Not okThis is my accounting: I purchased and CANCELLED access to your serviceYou have charged me and have NOT credited my accountconfirmation # Pcust ID for $on Jan 6, I should not have to chase you down for this and think it is a dishonest practice I CANCELLED the service and expected a refund or no charge Offering me extra VIN 'looks' and telling me I must ASK for MY money back, is MANIPULATIVE Please send my complaint to MANAGEMENT I shall report to Revdex.comI did not send you an email, it was an online cancellation & credit with a reason given in a question boxAs far as I was concerned, the transaction was cancelled and I read the policy online carefullyThis practice is not forthright

On November 18, the customer informed CARFAX that he would work with the police department in getting the police report corrected

CARFAX offers a variety of free reports, including: Record Check: http://www.carfax.com/cfm/general_check.cfm?partner=car_q Recall Check: http://recall.carfax.com/ Problem Car Check: http://www.carfax.com/cfm/general_check.cfm?partner=cfx_k Airbag Check: http://www.carfax.com/cfm/general_check.cfm?partner=PRL_M Lemon Check: http://lemon.carfax.com/ The CARFAX Vehicle History Report retails for $each and is not advertised to be free However, many consumers can get a free CARFAX Vehicle History Report from a vehicle they are considering purchasing by asking the seller Consumers can also browse online listings, many of which include free CARFAX Vehicle History Reports

The customer purchased the license plate only plan The order page lists the plan as "Unlimited CARFAX Reports / only $/ Unlimited Reports by U.SLicense Plate" 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 Pack would be the better plan for them As a gesture of goodwill, the customer was given an additional five CARFAX Reports to run by VIN Each order does come with a money back guarantee if the customer is not 100% satisfied To take advantage of the money back guarantee, as outlined on the order page in the Customer Agreement, which the customer certified that they read and accepted before purchasing their account, the customer must request the refund within days of purchase, run two or less CARFAX Reports, and cannot have received a refund within the last twelve months

CARFAX is happy to research the dispute of structural damage displaying on the CARFAX Vehicle History Report In order to so, the vehicle owner must submit a data research request form located here Don't worry, there is no charge for this and no one will attempt to sell the vehicle owner anything The customer had contacted our Consumer Affairs department about this issue, but they cannot assist with research issues The Data Research Request form is located here: http://support.carfax.com/c_datarequest

In the product selection box, the CARFAX order page states that the Unlimited plan is unlimited using the U.Slicense plate It is also on the order page in the Customer Agreement, as well as the purchase confirmation, receipt email, and stated in the account upon logging in Below is a direct copy and paste from the product selection boxes on the CARFAX order CARFAX Report $Report CARFAX Reports $Reports Unlimited CARFAX Reports only $Unlimited Reports by U.SLicense Plate

I did anything wrongI registered that car in every state that I lived in Carfax had it stated that the car was owned by multiple people until I contacted them You're the dishonest people and you made me look like I tampered with my odometerNothing was ever tampered with, broken, or replaced! I have NO clue where you people came up with that The last place to hold the title and send in the odometer reading was [redacted] Credit Union! A bank! Apparently they are at fault I never did anything at all that this came upI have NO clue how the mileage wasn't verified but I do know that your company is shady and I hope that it shuts downI'll never trust you company again as I am a VERY honest person and your report made me look dishonest I will tell everyone I know what your company did making me look like a shady owner and costing me moneyThis situation is not over [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: [redacted] I am rejecting this response because: Regards, [redacted]

The complaint states that the CARFAX order page does not specify the VIN limit for the Unlimited Reports plan As one can plainly see from this copy and paste of the order page below, the Unlimited plan clearly states that the plan is limited to U.Slicense plates only Unlimited CARFAX Reports only $ Unlimited Reports by U.SLicense Plate As a courtesy, the plan does come with five CARFAX Reports by VIN, and upon logging into the account, it clearly states there are five VINs remaining by which to search I could find no record of being contacted previously by this customer For fasters service, I encourage them to contact our customer support team through our Help Centerhttp://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: [redacted] I am rejecting this response because: Giving me the correct address and attention to for a small claims courts claim is not "giving legal advice." I'm not sure what so is so hard to understandI also don't think it's fair to me that the person responding to my Revdex.com claim is the same person I had a problem with over the phoneI was in no was not factual, I would like to know what I falsifiedThis is extremely poor customer service, and I'll be sure to spread the word throughout all possible media outlets; and I will be taking CarFax to small claims court for deceptive advertising Regards, [redacted]

On 3/20/at 5:PM, CARFAX email the customer the following ***, [redacted] has asked me to review your case The CARFAX order page is clear that the Unlimited Plan is only unlimited using the U.Slicense plateThis was also in the Customer Agreement, which you accepted before placing your order, and in your receipt email, and listed in your account whenever you log inI am not sure what else you would have expected CARFAX to do to let you know that it is unlimited by license plate, but certainly there is no reason to accuse CARFAX of deliberately misleading youWe neither offer nor advertise an unlimited-by-VIN plan Lastly, because you ran seven CARFAX Reports, and in accordance with the Customer Agreement to which you agreed when placing your order, your account does not qualify for a refund Best regards, [redacted] Manager, Product Support and Data Escalations

Structural damage was reported to CARFAX for this vehicle by its data source The structural damage was further confirmed by the repair order submitted by the customer indicating repair work to the wheelhouse of the vehicle The wheelhouse is a structural component, and therefore any repairs to this component are considered structural damage, regardless of the opinions of the adjuster If the structural damage had been reported in error, CARFAX would gladly remove the structural damage indicator from the CARFAX Report; however, since structural repairs were confirmed, CARFAX must continue to report it

[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: [redacted] I am rejecting this response because: the business does not adequately acknowledge that customers are not overtly and thoroughly informed of their purchase limitations until AFTER they make their purchaseI continued using the service because I had already wasted my money, and was certain that I would not be refundedYour response confirms that I was correct in my assumptionThis is the last time you will get my moneyI will be sure to tell others to avoid using your service from this point forwardThankfully we have purchased a vehicle, and if/when we have future needs, we will take our business to your competitors Regards, [redacted] ***