CARFAX

CARFAX resolved this directly with the customer on 7/24/and sent the below email response:Good Morning ***, Thank you for contacting CARFAX and for bringing the odometer discrepancy to my attentionI see your documentation shows that the reading is reflecting accurately on the report, per the Inspection Stations' recordsHowever, using the progression of about 5,miles a year the vehicle going from 55,to 84,in months is unreasonableBased on this I was happy to remove the mileage reading from the Vehicle History Report as requestedI recently sent you a separate email with a 14-day link to access and print the updated CARFAX Vehicle History ReportPlease allow about 15-minutes for the update to process and reflect on 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

[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 does not address my complaint Carfax is selling a service without disclosing the limitations of the service, prior to completing the sale Regards, [redacted]

[redacted] notified the customer on 1/14/that we were researching the total loss and would get back to them once research concluded [redacted] displays a total loss because it was reported to [redacted] that the insurance company declared this vehicle a total loss A total loss does not always result in a branded title, and in this case, the [redacted] Report is reporting that the title has not been branded

CARFAX received the customer's email on a Friday at 9:PM after our office was closed CARFAX responded via the below email first thing the following Monday morning at 8:AM: 255);">Hello, We apologize for any misunderstanding caused by our free Record CheckThe Record Check reports how many vehicle history records we have in our database for the VIN in questionThe key thing to remember is that this is a number of historical events of all types and are not necessarily problem listingsThank you, XXXXConsumer Affairs

[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: Their advertising is misleadingHere is the response I received for publication on your website: Please note that not all information about a vehicle is reported to CARFAXAll of the information listed on the report is what has been reported to us and we do not have access to further informationOur reports are based on information given to us by thousands of data sources who choose to work with usWe continuously contract with new sources to obtain new and archived data and we update our reports as often as possibleSources of damage data are not required to report information to our company, so the reporting of events is based on a source's willingness to participate with us and when they begin providing information to us thereafter.We do not guarantee the reporting of all data, but rather recommend using our reports along with a thorough inspection from a certified mechanic before purchasing a vehicleAs a result, we do not offer compensation for missing accidents or other damage eventsThe only data covered by the CARFAX Buyback Guarantee are missing branded titlesMatthewResolution ManagerCARFAX Inc Regards, [redacted] ***

With billion vehicle history records reported from over 80,sources, we can't always prevent errors from being reported to CARFAX but we can fix them If you see an error on a CARFAX Vehicle History Report, we have a simple process to update it Just visit our website, www.carfax.com, and click the Help button at the top of the page to get to our Help Center Then, in the Contact Us section halfway down the page, click Submit a Request to Fix a Report Complete the Data Research Request form and provide your supporting documents and a Resolution Manager will contact you directly to get the CARFAX Vehicle History Report updated

[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'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 $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]

On the CARFAX order page, the product selection box states: Unlimited CARFAX Reports only $Unlimited Reports by U.SLicense Plate Valid for Days On a mobile device, the product selection contains a blue link displayed as "Stuff to know" which also contains the details of the planOn both pages, these details are outlined in the Customer Agreement, to which the customer is required to read and accept before placing the order After the order process, this is again stated in the order confirmation page, the receipt email, and upon logging into the accountIn accordance with the customer agreement, the customer is not eligible for a refund if more than two CARFAX Reports have been run

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

[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:an accident and a total loss are two different thingsDo to the fact that carfax has built a reputation that people depend onSome people will now accept Carfax over state recordsDue to your miss guided reporting practices you are causing people to take losses on there purchasesBy not reporting the total loss for years you allowed people to believe there was only an accidentThen claiming a total loss years later effects my value and causes me to take a lossI believe that carfax should now be responsible for my lossI would not have this loss if there reporting had been consistantI had to take a $loss on the sale of my truck due to the fact that it is claimed to be a total lossBecause this loss did not happen during my time of ownership and this Claimed loss was not reported before my purchaseit should not be allowed to be reported and deminish my valueCarfax's reporting of this loss during my ownership is and misleading and has caused my damageYou were given a chance to corerect the records but you refusedNow 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]

In the product selection box on the CARFAX order page, the products are listed as follows: CARFAX Report $Report Valid for Days CARFAX Reports $Reports Valid for Days Unlimited CARFAX Reports only $Unlimited Reports by U.SLicense Plate Valid for Days The 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 days, but I'll be happy to grant an extension for you until 01-01-Will that help?"

[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: What a big lie! The Carfax order page is clearly showing big bold text " UNLIMITED CARFAX REPORTS only $54.99"Please tell me WHERE in the order page or in the Customer Agreement states the "UNLIMITED" reports only include FIVE vin reportsI can tell you that there is NONE If your website does not clearly state only vin reports, I will call this absolutely ADVERTISEMENT Regards, [redacted] **

The customer was contacted by CARFAX via email on December 4, The customer does not need to make a purchase in order to dispute an entry on the CARFAX Report They can visit the CARFAX website, www.carfax.com, click "Help" at the top of the page, then submitted a research request form The CARFAX Vehicle History Report actually states that the vehicle is worth $more than book value, not $2,less

size="2">The CARFAX Vehicle History Report is a dynamic service that is updated regularly with information received from current and new data sources Sources of accident data are not required to report information to our company, so the reporting of events is based on a source's willingness to participate with us and when they begin providing information to us thereafterSince not all accident sources provide information to CARFAX, we continuously contract with new data sources for historical events in addition to receiving additional records from our existing sources that can date back several years We understand your concerns regarding the timing involved but despite our best efforts, sources can take up to several years before agreeing to supply their data while others may never report information to CARFAXWhen we receive new information from participating sources, we work as quickly as possible to update the information on our report Our company never promises consumers that it has a complete product, but, rather, mentions that it is based solely on information supplied to usEvery report suggests using our service as one important tool along with a physical inspection in the car buying processSince not all accident and damage sources report their information to CARFAX, we do not guarantee accident and damage records therefore we do not offer compensation for missing accident and damage records Every CARFAX Vehicle History Report states, “This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of [the date and time the Report is generated]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.” This is located at the top of every Report in regular text Each CARFAX Report also states, “Not all accidents / issues are reported to CARFAX,” as well as “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.”

A total loss was reported to CARFAX for the customer's vehicle CARFAX received the customer's data correction request on 4/28/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

The customer states in his complaint that he was unaware that the Unlimited CARFAX Reports plan was a license plate only plan and uses such harsh words as “fraud” and “deceptive marketing.” While I am sorry he did not notice this was a license plate only plan, it does say on the CARFAX order page “Unlimited CARFAX Reports only $/ Unlimited Reports by U.SLicense Plate.” This is also in the Customer Agreement, to which the customer indicated he read and accepted It is also mentioned in the receipt email, as well as listed in the account upon logging in The account does not qualify for a refund because the customer ran six CARFAX Vehicle History Reports, which exceeds the refund threshold

[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: This response is absolutely unacceptable and ridiculous I indeed replied to the email that was sent to me, many times I did NOT draft new emails I did not choose to use their service, nor ever would or willCar dealerships use this product to get reports on vehicles Consumers are at the mercy of the this product and the serviceEven the dealer replied to me that most of the time the report is wrong, and all it does is reduce the value of the carsHe apologized, but given the volume that he sees, I imagine this is a common issueThis was my experience, and it cost me $and a car I wanted A bigger issue is if the report shows no problems, but there actually was Again, the service is irresponsible, given the power it has on the marketplace This power comes with responsibility, which they are avoiding and hiding from It is not OK Regards, [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: I was told by their rep that signed me up,that I could cancel after one month if I desired to,and he also told me that my service ran through June,not July..They claim they record conversations,I have asked them to play the recording to me between the rep and myself,and they won't do that,I only wish I had recorded my conversation with him,but I don't have that capability...I have never not paid a bill,or invoice that I owe,my credit score is perfect,this is a matter of what I was told by their company rep...They may have a contract that I signed,but I know what I was told by their rep...sounds to me like they need to train their reps better when they are calling customers and trying to sign them up on a contract that is different from what the rep explains to you Regards, [redacted] ***

The accident was reported to CARFAX by Oklahoma We have ordered a copy of the police report to check for errors and will contact the customer directly once the police report arrives

CARFAX received a copy of the corrected police report in the evening of 8/21/2014, and updated the CARFAX Report the morning of 8/22/