CARFAX

CARFAX shows a mileage inconsistency because inspection stations and service facilities have reported odometer readings to CARFAX which are higher than an odometer reading reported to CARFAX on the Florida title The DMV and other companies may not be aware of the odometer inconsistency if those agencies do not have access to the inspection and service records This is what has been reported to CARFAX: 03/03/- 29,- Inspection Station 08/12/- 31,- Service Facility 03/03/- 36,- Inspection Station 04/20/- 39,- Service Facility 08/03/- 42,- Service Facility 12/13/- 25,- Florida DMV Title As one can see, because of all the other odometer readings reported to CARFAX, either the odometer was tampered with and rolled back, or the Florida DMV has an incorrect odometer reading on file and must be corrected CARFAX does not have the authority to determine which is the case,and therefore the customer must work this out with the DMV

[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 provided solid evidence of how their order page contains misleading information which confuses customers into believing that unlimited CARFAX reports means unlimited VIN report by their own definitionThey are simply biased about this issue since they are not reading the description from a customer's perspective and are either unaware of how confusing and deceptive their ad is or are purposely not admitting itI demand to be refunded and I am currently reaching out to other CARFAX customers who were also victims of this false/deceptive advertising Regards, [redacted]

I want this company to stop giving out information about me

Every CARFAX Vehicle History Report states clearly that ownership information can only be estimated This is because CARFAX does not receive any personally-identification information from its sources On September 9, 2014, CARFAX emailed the customer explaining that its research concluded the vehicle was correctly displaying its estimated two owners CARFAX always stands behind the CARFAX Buyback Guarantee, but the customer's situation is not a covered event The CARFAX Buyback Guarantee covers missing DMV-issued branded titles only On the CARFAX Vehicle History Report, the CARFAX Buyback Guarantee is listed in the title brands section and specifically refers to those specifically stated major title problems Other events, such as accidents or damage, are not covered under the CARFAX Buyback Guarantee

[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] why cant you guys resolve this problem here what kind of business are you,taking advantage of people

Sorry for any misunderstanding The source of the record was the collision repair facility that inspected the vehicle, and the CARFAX Vehicle History Report currently states: Vehicle inspected after anaccident or other incidentInvolving right center impactVery minor damage reported

[redacted] 1:PM (minutes ago) tome In response to complaint [redacted] , the reason why the FL DMV does not see the odometer discrepancy is because they are not reviewing the service and inspection station odometer readings If the customer believes there is an error, they have the responsibility to convince the DMV that the DMV’s record is in error If it is not in error, then there is sufficient evidence to suggest odometer tampering on this vehicle

[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 had several emails from [redacted] , but he has not attempted to resolve the issue in an amicable wayEach response has been passive aggressive in nature with a 'we're right, you're wrong' attitude And some responses have become quite juvenile and unprofessional in nature [redacted] is not interested in customer satisfaction and appears to be content with scoring points over the unhappy customerHe is not someone who should be in a customer facing role without substantial training in customer relations Also if you peruse the internet, you will find numerous complaints regarding the Carfax rip-offTheir website has three options when you enter a VIN number, one report for $39.99, five for $49.99, or unlimited for $ You need to look carefully at this point, otherwise you will miss the small print, where it says 'Unlimited Reports by US Licenense Plate' in brackets in much smaller font and in italicsThis is clearly orchestrated to deceive the consumer and I believe this to be deceptive practiceWhy else reduce the font size and put it in brackets? Yes this was my mistake for not reading the small print, so in that respect [redacted] is correct, but it is clearly set out in such a way as to deceive the consumer I don't believe [redacted] wants to resolve this issue, but instead will be happy to consider this another victory over the customer [redacted]

The customer states in the rebuttel, "The ability to run unlimited reports SOLELY using license plates is not stated ANYWHERE in the order page." However, this is not correct This is listed clearly and directly in the product selection box on the order form: "Unlimited CARFAX Reports only $/ Unlimited Reports by U.SLicense Plate." It is also listed in the Customer Agreement, which is not only liked on the order form, but the customer is required to check the box stating they have read and accept the Customer Agreement before they ask us to place their order The customer also states that, "your return policy states you are eligible for a refund if you run searches or lessI was given VIN searches and only used ONEthe other two searches were using license plates." The refund policy does state that two or less CARFAX Reports must be run to qualify for a refund, and by the customer's own admission, the customer ran three CARFAX Reports and therefore does not qualify for a refund

[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 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] ***

We received a refund request from the customer, and on 3/3/2015, issued a full refund for their purchase, as requested, and notified them via email

On July 9, 2015, CARFAX emailed the customer the following response: We only remove information from the CARFAX Report when it is incorrectWe do not remove accurate, valid information even if it is hurting a saleWe believe full disclosure better protects the consumer (the buyer) and keeps safer cars on the roadThe vehicle was issued a flood title in error which was later corrected, and thus the CARFAX Report is accurateDMVs report titles to many other services and agencies, many of which continue to show a flood branded title is issuedThe 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

I do not see "get a FREE CARFAX" anywhere on our website. If this was listed on some other website, that site is the one making the claim and the customer will have to take the matter up with them. If the customer is seeing the phrase "get a FREE CARFAX" on our website, they will have to provide a screenshot or printout of the website where they see these words so that we can investigate.

[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 guys are falsely advertising your productI checked a dozen of cars (not all)that had severe damage but carfax showed a clean historyWithout providing this information but making the promise carfax is taking part in hurting the consumers protection when it comes to buying a car Regards, [redacted]

Serif","sans-serif 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 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 On Every CARFAX Report it 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.”

The CARFAX order page states in the product selection box that the account is valid for days (now days) This is also listed in the Customer Agreement on the order page prior to placing the order Immediately after placing the order, the details are also listed on the purchase confirmation page, the receipt email, and the expiration date is listed in the account The account is not eligible for a refund because of the amount of time that has passed

From: Vince L [redacted] < [redacted] @carfax.com>Date: Tue, Mar 24, at 3:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> [redacted] ,We can only report the information reported to us by our sources, and we only guarantee DMV-issued branded titles If the customer has documentation they can provide to show the odometer rollback, we would be happy to include it in the CARFAX Report Please provide the documentation by completing a Data Research Request form here:http://support.carfax.com/c_datarequest The customer can also post a comment on the CARFAX Report using this link: http://www.carfax.com/notes/vehicle_r [redacted] Best regards, Vince L***Manager, Product Support and Data EscalationsCARFAX, Inc

We can't always prevent errors from being reported to us, but we can help you fix them! Please complete a Data Research Request form located on her Help Center to get in touch with a Resolution Manager who will walk you through the process A direct link to the form is below, but you can also get to it by visiting our website, www.carfax.com, and clicking the "Help" button at the top of the pagehttp://support.carfax.com/c_datarequest

[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 competition offers unlimited VIN searchesI will be using them for all future transactions and I will also be actively recommending to my friends not to use Carfax due to this complaint not being resolved to the customer's satisfaction My friends will be warned not to do business with a company that refuses to be flexible in their policies and won't adapt to the marketplace Smart, informed consumers will make smart choices This is an unsatisfactory conclusion for meI will be filing complaints with the MN State Attorney General - and respectfully request that she remove the endorsement/recommendation of using Carfax from her website I have started and will continually be notifying state and national news outlets investigative reporter teams regarding the numerous other consumer complaints against Carfax regarding inaccurate information costing consumers and dealers thousands of dollars in trade in values, etc I will also contact the National Association of Attorney Generals ( [redacted] ) to let them know that this problem adversely affects car dealers and consumers in all states, (and tax revenues due to lower sale prices) in the sincere hope they coordinate a national response to this problem You are of course, welcome at any time to refund my money and thus cause me to stop contacting news outlets and the [redacted] However, I will be notifying the State of MN Atty General.Sincere regards, [redacted] ***

CARFAX resolved this matter directly with the customer on 6/17/ CARFAX removed the incorrect details from the CARFAX Report and added that the windshield was hit by debris and added a Minor Damage flag