CARFAX

The CARFAX order page, prior to purchase, does make it quite clear that the plan is unlimited using the U.Slicense plate Step 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 $/ Unlimited Reports by U.SLicense 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

Our customer support team would be happy to assist the customer with his account He can contact our customer support team through our Help Center using the link below http://support.carfax.com/c_contactus The customer purchased the CARFAX Reports planThe production selection box on the order page lists the plan as "CARFAX Reports / $/ Reports / Valid for Days.” The day expiration information is also located on the order page under the Customer Agreement, to which the customer read and accepted before placing their order

The customer submitted a data research request, which is currently being reviewed by a resolution manager Once our research concludes, the customer will be contacted directly

The airbag deployment disputed by the customer was reported to CARFAX by the police department CARFAX has contacted the police department and asked them to verify the airbag deployment and send supporting documentation Once the documentation arrives, CARFAX will conclude its research and contact the customer The customer can only provide a copy of the police report to speed up the process

On 3/4/2:PM, CARFAX sent the following email in response to the customer's request: Good Afternoon [redacted] , Thank you for contacting CARFAX I apologize for any misunderstanding about our servicesWe are not currently offering or advertising unlimited VIN searchesThe Order Page states: Unlimited CARFAX Reports only $ Unlimited Reports by U.SLicense Plate Valid for Days Selected We include five free CARFAX Reports by VIN when plates are not available and because some specialty license plates may not be in our databaseAs a one-time courtesy, I have added more VINs to your account which will expire on 03-21- Please let me know if I could be of any further serviceI hope you have a wonderful day!

Much of what the customer states in his rejection to our response is not factual and has already been addressed in my previous response As has been stated to the customer repeatedly, CARFAX was not in possession of the total loss record at the time he ran the CARFAX Vehicle History Report, and since CARFAX can only report the information reported to it, the total loss record could not have displayed on the CARFAX Report As I told the customer in our phone conversation, I would be happy to provide him with our corporate address, which is listed on our website, www.carfax.com (as well as the Revdex.com website the customer visited to file his complaint) However, CARFAX cannot give legal advice, and, therefore, I cannot advise him if using our corporate address would fulfill any requirements for his small claims court claim At this point, CARFAX has responded to the customer’s questions several times and has no further information to provide, and, therefore, we now consider this matter resolved CARFAX, Inc Trinity Parkway Suite Centreville, VA

This has been resolved today directly with the customer

In correspondence with the customer from October through January 2014, the customer stated that he owned a dealership During that time, he was informed that he was ineligible for consumer purchases on www.carfax.com, and, per the terms of customer agreement, if CARFAX identifies the consumer purchase as associated with a commercial entity, the account will be closed and no refund will be provided The recent purchase was made under information for [redacted] ***, and thus the account is closed and no refund will be provided

We appreciate the customer's feedback about the order page As the customer confirmed, the order page does specify that the plan is unlimited using the U.Slicense plate in the product selection box, as well as the customer agreement also on the order page It is also listed in the purchase confirmation and receipt email that it is a license plate plan Since the customer has continued to use the account, and has since run all the VINs in the account, the account no longer qualifies for a refund

Vehicle prices listed on the CARFAX Used Car Listings website are submitted by the selling dealership For this reason, the CARFAX website asks those using the site to "Please contact the dealer to confirm price and vehicle availability." The site also states, "Vehicle descriptions and details on this page may have been provided, in part or entirely, by the seller or its agentCARFAX does not verify these descriptions and details, and is not responsible for the accuracy of the information."

CARFAX provides many free reports, including the Record Check, Lemon Check, Airbag Check, and Flood Check Many CARFAX Vehicle History Reports are also available to consumers for free when they are paid for and provided by vehicle sellers Consumer can browse used vehicles for sale that include free CARFAX Vehicle History Reports through CARFAX Used Car Listings, http://www.carfax.com/cars-for-sale CARFAX Vehicle History Reports can be purchased at our website, where the customer can also find our various free CARFAX Reports

CARFAX is not reporting frame damage on the subject vehicle However, structural damage was reported by the data source We requested the customer provide a copy of the final estimate from the repairs in order for the customer to dispute this further, but no such document has been provided

On June 8, 2015, CARFAX sent the customer the following email [redacted] , [redacted] has asked me to review your caseThe vehicle was listed on a New York police report and the accident record was reported to us directly and electronically from New York StateCARFAX did not perform any data entry and did not introduce any errors into the dataAfter you contacted us about the accident, CARFAX performed extensive research and determined that NYS had reported the accident to your vehicle in error, and thus it was removed from the CARFAX ReportEvery CARFAX Report states that it can only report the information reported to it by its sources, and therefore each CARFAX Report may contain errors or omissionsFor this reason, every CARFAX Report recommends that it is used along with a pre-purchase vehicle inspection and thorough test drive to determine any prior repairs or hidden damageBecause CARFAX did not make an error, and was upfront about its limitations, we do not offer compensation when incorrect records are reported to usBest regards, Vince L*** Manager, Product Support and Data Escalations

CARFAX offers three CARFAX Vehicle History Report packages to consumers on its website, www.carfax.com A single CARFAX Report, five CARFAX Reports (both of these accounts can use the VIN or the license plate), and Unlimited CARFAX Reports for days using the U.Slicense plate The order form specifically states "Unlimited CARFAX Reports only $/ Unlimited Reports by U.SLicense Plate." The details are also listed in the Customer Agreement on the order page, which the customer must read and accept before placing the order It is also listed in the order confirmation page, the receipt email, and upon logging into the account

CARFAX receives electronically -submitted data records from over 80,data sources, and loads these records directly into its Vehicle History Report database as they are received Because CARFAX does not receive any paper documents or perform any data entry, an error made by a data source may occasionally display on a CARFAX Vehicle History Report.All data disputes are handled in the order they are received I see that the customers dispute was acknowledged on 10/30/and was notified the same day that her research was initiated and that her dispute was being researched and she will be contacted the moment an update is available

The customer's latest response contains nothing contradictory to what has been provided The customer provides a description of a CARFAX Vehicle History Report, then references how the order page lists unlimited CARFAX Reports by U.Slicense plate, then draws a conclusion that the customer should expect to receive exactly what has been provided

On 8/12/15, CARFAX sent the customer the following email: Good Afternoon [redacted] , Thank you for contacting CARFAX Just to review, the package comes with 5 VINs because most of our customers find that 5 VIN searches can meet their needs in addition to using the Unlimited plate searches. I can understand that sometimes that isn't enough to find your next used car and this may be the situation that you are dealing with. To help, I have added 25 more courtesy VIN searches for use until 10-09-15. If you run out and need more, please let me know and I can add more for you! Also, Just a tip to keep in mind: Dealers who subscribe to our services offer a free CARFAX report when you use their services as well as when you search for cars at our used car listing site. Just click on "used car for sale" on the main website. Every listing comes with a free CARFAX report. Please let me know if this helps! Thank you for your patience.

[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 Revdex.com seems to be complicit in letting Carfax get away with deceptive advertising Carfax boldly promotes "100% satisfaction guarantee, no risk!" on the sales page, no asterisk or footnotes or other disclaimers and buries in small print on a sub menu that running more than reports negates the satisfaction guarantee no matter how dissatisfied you are I am 100% dissatisfied and want a refund as promised It appears to me in reading through the many complaints against Carfax on the Revdex.com site that Carfax consistently wears down their dissatisfied customers by replaying the same story in reply until the customer gives up To the Revdex.com: Carfax does not deserve your A+ rating they use to for promoting trust in their brand Look at the complaints and how they promote their products Then draw your own conclusion regarding deceptive advertising The Revdex.com is being used to support their deceptive behaviorTo Carfax: you are spending significant money on trying to expand your business in the used car market Brand trust and loyalty is important to your future plans Treating customers who are unsatisfied with your service so poorly creates a growing legion of anti-Carfax consumers This is going to undermine efforts to grow the brand I know that I will start visiting the used car forums and blogs to share my experience with Carfax if you continue to refuse to honor your 100% satisfaction guarantee Regards, [redacted] ***

CARFAX resolved this matter with the customer on July 1, CARFAX removed the airbag deployment based on insurance company information provided by the customer even though the police report does still indicate the airbag deployed

The Unlimited plan is unlimited for days This is stated in several places, including the Customer Agreement, which the customer read an accepted before purchasing, as well as in the receipt email and after logging in to their account A refund or account adjustment can be easily made by our Customer Support team Simply contact CARFAX through our Help Center to get started http://support.carfax.com