CARFAX

CARFAX's refund policy is in full compliance with the FTC rules as cited by the complainant Refunds are given by CARFAX for any reason It does not matter if the reason for the refund request is that the customer is dissatisfied, didn't like the information provided, had a technical issue, or simply because a refund request was available and the customer wanted to get free CARFAX Reports This refund request is not be denied based on the reason The refund request is being denied because two many CARFAX Reports were run, which is stated clearly in the terms of the refund policy, to which the customer agreed If CARFAX had rejected the refund based on the customer's reason for requesting it, the customer would have a valid complaint However, since it is not being rejected based on the reason, the complaint is not valid

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.

CARFAX does disclose the limitations of its service prior to sale in the Customer Agreement posted direclty on the order page, to which each customer must check the box certifying that they have read and accept

The customer purchased the $Unlimited package from CARFAX on May In the evening, we received their email asking for help logging in, and instructions were provided 8:AM the next morning The customer wrote back on May requesting a refund, and CARFAX responded about an hour later issuing a full refund For future reference, CARFAX customer support can be reached by visiting our website, www.carfax.com, and clicking the Help button at the top of the page, or the Help link at the bottom of the page

The information on the CARFAX Report has not been found to be incorrect To the contrary, it has been verified by the source As CARFAX suggested in an email on 10/14/2014, the customer can provide a letter from the insurance company who insured the vehicle during the date in question along with a copy of the repair invoice for repairs that were performed That will help us research this further

CARFAX is not making any assumptions The police department reported to CARFAX that the VIN of the [redacted] was involved in an accident Whether or not there was any damage is irrelevant, nor does CARFAX state whether or not there was any damage When CARFAX contacted the police department to verify if the VIN was involved in the accident, the police department stated, "This VIN was involved in the crash in question, per the crash report." Therefore, if the police department is reporting this information incorrectly, the customer must get this corrected with the police department If the police department is unwilling to make any changes, neither can 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: your argument is biased and doesn't make any sense and you are reading the offer from the firm's perspective not the customers' Look at your other offer "CARFAX Reports $49.99" vs "Unlimited CARFAX Reports only $54.99"This is where the deception takes place, either pay $for reports, or pay $for unlimited reportsYour deceptive advertisement is changing the types of reports between offers I demand a refund 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: This is, by their own admission, only written in the fine print of the customer agreement (which these days nobody reads in such offers) The offer, which is in much larger font, does not clearly state this, and is thus very misleading, bordering on fraudulent 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: you mentioned that the limited number of VINs can be seen "upon logging into the account"This means that the customer have already made the purchase and only discovered your deceptive advertisement after making the purchaseThis is not acceptableAlso, it's not my problem if you can't find a record of my complaint to your company 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 have taken it up with ***, as Carfax does not seem to have the ability to provide customer service even with proof from their own customer agreement of their incorrectness I have no interest in your account at this point, I have already purchased a vehicle using one of your competitors products to run VIN ID's as cars on car lots do not have license platesI can only make sure others know of Carfax's fraudulent marketing practices and non existent customer support by providing links to this Revdex.com complaint and sharing my story every time I have the opportunity in the many car forums I frequent Please close this complaint rejected I do not need a response from Carfax again [redacted]

The customer raises three concerns1) That only after her purchase did CARFAX inform her that the Unlimited plan is by license plate only2) That she was only able to run four CARFAX Reports 3) That she atttempted to contact CARFAX customer support but did not receive a responseI offer the following responses: 1) The product selection box on the CARFAX order page states that the plan is unlimited using the U.Slicense plate This is also listed in the Customer Agreement on the order page CARFAX does not offer or advertise an unlimited-by-VIN plan2) It does appear that there was a system error and only four CARFAX Reports by VIN were run I have added an extra search by VIN to the account3) We have no record of being contact using the email address or name provided in the complaint Our customer support team is available for contact through our Help Center, http://support.carfax.com

CARFAX offers three packages: a single CARFAX Report for $39.99, five CARFAX Reports for $49.99, and Unlimited CARFAX Reports by US license plate for $ The first step in the order process is select which package the customer would like to purchase, and the customer selected (apparently by accident) the $package Contacting CARFAX customer support is simple, just click the "Help" button/link at the top and bottom of any CARFAX website page, or by visiting support.carfax.com, or www.carfax.com/help Since our customer support team was able to locate the purchase, a $refund for the difference in the single CARFAX Report and Unlimited CARFAX Reports plan has been issued The refund has been issued but it can take a few business days to appears in your statement depending on your banks policiesif you have any questions at all, please contact our customer support team using the links provided

CARFAX does not advertise that its reports are only available using the VIN, nor is using the license plate considered an alternative CARFAX neither offers nor advertises unlimited CARFAX Reports by VIN The CARFAX website shows that CARFAX Reports can be obtained using either the VIN or the plate CARFAX does offer three packages The Single CARFAX Report and the Five CARFAX Reports packages are run using either the VIN or the license plate The Unlimited plan is unlimited using the U.Slicense plate, and while it does include CARFAX Reports by VIN, it is a license plate plan The details of the plan are clearly stated in several places before, during, and after purchase On the order page, while the details are listed in the Customer Agreement (the customer is required to check the box indicating that they read and accept it), but also plainly listed in the product selection box It states "Unlimited CARFAX Reports only $/ Unlimited Reports by U.SLicense Plate / Valid for Days." During purchase, the details are listed on the purchase confirmation page as well as sent to the customer in the receipt email After purchase, the account clearly displays unlimited license plate searches and five searches by VINI am sorry if the customer was unaware of the details of the plan they purchased, but CARFAX did notify the customer of those details twice before purchase, twice during purchase, and every time the account was used thereafter We would be happy to discuss the customer's account, please contact our Customer Support through our Help Center [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: Your business practices are obviously shady Talking heads such as yourself have been ignored for years for apparent reasons, but totally oblivious to people like yourself who are only worried about your bottom line If you think that response is valid you must be more ridiculous than I initially thought I will spread the word on every public media resource I can find that carfax is a scam and should be added to the [redacted] list Guess thats a good place to start 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:If CARFAX had replied to my initial attempt to contact them, then I would certainly have requested a refund at that timeHowever, they never contacted me so I went straight to the Revdex.com and requested a refund thereI did receive a refund after I personally went to the refund link and filed the refund myself (no thanks to whoever is replying to these Revdex.com messages)The advertisement is indeed misleadingOne glance at the screenshot (attached again) and any human can see how this is misleading The manner in which it is presented is indeed misleading to the average internet user as evident by two potential buyers questioning whether or not I was being truthful when reporting nothing wrong with my vehicleBecause CARFAX Consumer Affairs continues to be obstinate, rude, and unapologetic, I will be filing a complaint with the Federal Trade CommissionI have not had any issues getting other emails from CARFAX, so it is highly unlikely that CARFAX ever replied to my initial attempt to contact themTo accuse me of "unintentionally deleting" or my email service of "labeling as spam" shows ineptitude on CARFAX's behalf to admit their mistakeI check my email religiously and never delete a messageI've checked spam my spam and trash folders multiple timesIt is more likely the CARFAX is fabricating their "response" than I deleted a messageI will certainly make it well known to any friend, acquaintance, family member, or future car buyer that CARFAX has reprehensible "Customer Service" and will strongly encourage them to use [redacted] , [redacted] , or any other vehicle history reporting serviceI would personally rather purchase a lemon car than deal with CARFAX again and I will make this fact well known Unhappily, [redacted] **

I've used CarFax many times, but this is the first time that I recall what I'll call a borderline shady business practice. They offer three report services for vehicle look ups. However, their largest tier is rather deceptive. You do not get unlimited reports as advertised... you get unlimited reports only if you have a license plate. Most people don't give out their tag information when selling a car, which makes the service pretty useless. Instead, you're basically paying for nine VIN look ups. They really should consider offering unlimited VIN look ups for their largest tier. Not doing so and calling it unlimited reports is deceptive. Consider other vendors if possible. While CarFax's data is good, their marketing and sales practice is a bit shady. Long story short, read their fine print, be disappointed, or find another vendor.

As it states on the order page the customer used to make their purchase, the Unlimited CARFAX Reports plan is "Unlimited Reports by U.SLicense Plate." The customer is not purchasing any VIN searches with this plan, and the order does not state anywhere that it includes searches by VIN CARFAX does not offer or advertise an unlimited-by-VIN plan These details are also listed in the Customer Agreement on the order page, to which the customer must read and accept before asking us to place their order This is also listed in the purchase confirmation page as well as the receipt email The account does come with five free VINs, and states in the account "Run by License Plate (Unlimited Reports)" and "Run by VIN (Free Reports)" I am sorry if the customer was not aware that the plan did not include unlimited VINs, but CARFAX did make it clear in several areas that the plan is unlimited by only license plates

An accident was reported for the customer's vehicle by the police department. After the customer submitted the Research Request Form, CARFAX researched this with the police department and discovered that the customer's vehicle was listed in error. The accident was removed from CARFAX's... database today and the customer was notified via email.

[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 believe the defamation of my character deserves more of a response than a computer generated generic apologyUnacceptable Regards, [redacted]

Please contact our customer support team to request a refund of the unused portion of your account [redacted] With the Unlimited plan, you can run an unlimited number of CARFAX Vehicle History Reports using the U.Slicense plate for days The details of the plan are listed on the order page under the Customer Agreement, which each customer is required to read before placing an order It is displayed on the purchase confirmation screen, on the receipt, in the receipt email, and listed in the account upon logging in