CARFAX

The CARFAX order page states that the unlimited plan is unlimited using the U.S. license plate. The Customer Agreement, also on the order page, states that the license plate is required to run CARFAX Reports for that plan. The details are also listed in the purchase confirmation page,... the receipt email, and listed in the account. While we cannot issue a refund because so many CARFAX Report were run, we would be happy to add some additional VIN searches to the account if the customer would like to contact our Customer Support Team. http:// [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: the answer from them is not as simple as their response.the paper work I sent is enough for them to to fix it.you try to work with them and you will see what I mean.google carfax problems Regards, [redacted] ***

You can remove the damages part Via Revdex.com, I still want full explanation, how the damaging erroneous report came to exist, how did they manage to get [redacted] 's accident to [redacted] 's file, especially given that the latter is [redacted] and no [redacted] was involved in the accident and why it took Carfax few days to verify that they had made huge error, while it took me just minutes to place a call and find out all the details On top of that, poor customer support and complete irresponsibility has been demonstrated :( If you are providing a sensitive service, you should take more sense of responsibility on!

I have provided a timeline of events below to show that CARFAX was indeed responsive to the customer via email, explaining that we did research this as diligently as we could considering the restrictions placed on us by Hawaii, explaining the reason for the multiple case numbers, and lastly to show that this issue has been resolvedDate Case Number Description 3/9/ [redacted] Customer initiated a live chat session with our Consumer Affairs department He was told that he needs to contact the research department, that we do not have phone support, and that the research department was currently working through a five day backlog 3/9/ [redacted] Customer submitted a Data Research Request form and provided a letter form the county DMV stating they did not consider the vehicle to have a salvage brand 3/13/ [redacted] The case was picked up by the research department and research began Because the salvage was provided to us by the state and not the county, we sent a request to the state of Hawaii to verify the status of the title 3/17/ [redacted] The customer emailed us asking for a status 3/18/ [redacted] CARFAX provided a status on his case within business hours 3/18/ [redacted] Hawaii responded back to us saying they had no record of the vehicle We sent the request back to Hawaii to double check 3/20/ [redacted] Customer emailed us again asking for a status update on Friday evening 3/23/ [redacted] CARFAX provided a status on his case in business hours, on Monday 3/23/ [redacted] The customer left a voicemail for our Consumer Affairs team 3/23/ [redacted] The customer sent in a few more emails, one of which "crossed in the mail" as it was sent around the same time we had sent one to him 3/23/ [redacted] The customer provided more documents, but CARFAX still had to wait for Hawaii to respond to us 3/24/ [redacted] The customer submitted a second, duplicate Data Research Request form 3/25/ [redacted] Hawaii responded back to us confirming that the salvage brand was sent to us by the state in error, it was removed from the CARFAX Report, and the customer was notified via email

CARFAX does not offer phone based customer service but does offer live chat and e-mail customer support, and data disputes are worked on in the order they are received 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 receivedBecause 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 Since millions of records are loaded every day, every CARFAX Vehicle History Report states that it can only rely on its data sources of the accuracy of its information Therefore, CARFAX does not and cannot guarantee the accuracy of information reported to CARFAX by its sources A California police department reported the accident to CARFAX for the customer’s vehicle It was only after contacting the police department that CARFAX was able to verify that the accident was reported for to it for the wrong vehicle The customer’s case was resolved and the accident record was removed on September 12,

On 8/12/and 8/14/5, CARFAX sent the following two emails to the customer: Our records indicate that you’re a commercial entity using our consumer service, which is only available to individualsCommercial use of reports purchased on the consumer website is prohibitedThe good news is that we have great programs for car dealers and other businessesPlease visit http://www.carfaxonline.com for more detailsOr, if you wish, you may call us at ###-###-#### and ask to speak with our representative for your areaI apologize for any inconvenience this has causedUnfortunately due to the terms and conditions of the account purchase and the money back guarantee, you do not qualify for a refund at this timeHowever if you decide to contact our sales team and purchase a business subscription, they can request a refund on your behalf ---------- I'm sorry but since this has been deemed a commercial use account, no refund can be provided per these terms: “Notwithstanding the foregoing, a refund will not be provided if you have used the CARFAX Report or service for commercial purposes or otherwise violated the terms of use set forth in this Customer Agreement." If you'd like to give the sales team a call, they can be reached at ###-###-#### for future correspondence

The contract the customer filled out indicated the billing address was a PO box in MA, and further indicated the monthly price of $ There was no error on CARFAX's part, and the customer will have to bring their balance in full with the collections agency before their account can be returned to good standing Any further questions the customer should have must be directed to the collections agency or their CARFAX account manager

From: Vince L [redacted] < [redacted] @carfax.com>Date: Wed, Apr 8, at 2:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: "[email protected]" [redacted] , The order page is clear that the plan is unlimited using the U.Slicense plate in both the product selection box and the Customer Agreement The product selection box states, “Unlimited Reports by U.SLicense Plate.” The Customer Agreement states, “You acknowledge and agree that vehicle license plate and state information is needed to run each CARFAX Report under this Plan for your 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 party.” These details are also listed on the order confirmation page, the receipt email, and while logged into the account it states “Unlimited” by the license plate search box, and “Free Reports” by the VIN search box, which count down to 4, 3, etc., each time a CARFAX Report is run by VIN I could not locate any other purchases under the information provided, but CARFAX has not offer an unlimited by VIN plan is six years CARFAX is upfront about the details of the plan, but despite our best efforts, it seems the customer did not read the information we provided prior to purchasingRespectfully, Vince L***Manager, Product Support and Data EscalationsCARFAX, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This is what I was told by a CarFax rep over a week ago. I've heard nothing from them since then. Furthermore, I was also told that all they will do is verify that my vehicle is the one on the police report, we are then on our own to have it fixed. It is unacceptable that CarFax can publish such damaging and broadly used data without either verifying its accuracy up front or at least proving good customer service to have it resolved quickly and completely. Their inaccurate report is costing me $3000 in lower trade in value on my vehicle. 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 clicked on get a FREE CARFAX on a vehicle I wanted more information about, only when I clicked on get the FREE CARFAX it was not FREE You should try it and see for yourselfIt is very misleading Regards, [redacted]

As the customer has pointed out, the CARFAX order page states the package is unlimited CARFAX Reports by U.Slicense plate for days The package is not a VIN package and the customer is not paying for any CARFAX Reports by VIN, as this is a license plate package However, the package does come with five CARFAX Reports by VIN for free as a courtesy

The customer emailed CARFAX customer support on 8/23/and received a full refund In the product selection box on the CARFAX order page, it states clearly that the Unlimited plan is unlimited using the U.Slicense plate This is also stated in the customer agreement on the order page CARFAX does not advertise an unlimited plan by VIN and has not offered such a plan if over five years

An accident was reported to CARFAX by Wisconsin Due to the age of the record, Wisconsin has purged its copy of the police report, but the accident record was still reported CARFAX asked the customer to provide a letter from his insurance company to help conclude our research, but the customer refused to provide it Thus, we had to close the research leaving the police-reported accident record in place

The CARFAX order page states: "Unlimited CARFAX Reports only $/ Unlimited Reports by U.SLicense Plate" This is a license plate only package, although it does come with five CARFAX Reports by VIN for free as a courtesy The details are also outlined in the Customer Agreement, to which the customer must certify that they have read and accepted before processing their order It is then provided in the order confirmation screen, in the receipt email, and each time the customer logs into their account CARFAX does not offer or advertise an unlimited-by-VIN plan, and has not offered such a plan in five years

The account is not eligible for a refund

CARFAX receives electronically-submitted data records from our 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.If there is an error on the customers CARFAX Report, we have a process to fix it The customer can fill out the online consumer data correction form here: http://support.carfax.com/c_datarequest After the form is filled out, the customer will receive personalized service from a member of our Product Support team within the next few business days who will detail the next step in the process - including any information that may be needed for updating the CARFAX Report Then, if the record is found to be in error then it will be corrected as soon as possible

[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: Please refer to prior missivesCarfax has in its possession all the information regarding this issue [redacted] of Santa Barbara, California did the work on the carThe Carfax report does not reflect the information that [redacted] has Carfax refuses to disclose anything to me regarding this issueCarfax could determine what was done to the car by contacting [redacted] ***Carfax refuses to do thisCarfax has no intention of trying to resolve this dispute Carfax has always had access to the information contained in its reportBy delaying months before making a public report of erroneous information, Carfax has done harm to me There is no way Carfax should have a good Revdex.com ratingBecause Carfax refuses to take any steps to verify its information, Carfax should have an F rating Regards, [redacted] ***

The CARFAX order page states that the Unlimited plan is unlimited using the U.Slicense plate I am sorry if the customer thought that meant something else We do not offer or advertise an unlimited-by-VIN plan The Unlimited plan is by license plate because it is intended for looking for private-party vehicles, which have license plates Most dealers or other vehicle sellers will give you a CARFAX Report when asked A license plate does not allow anyone access to personal information any more than a VIN does License plates are very publicly displayed, but VINs are difficult to see, as they can only be found publicly displayed in the corner of the windshield Both have the same restrictions at the DMV on what information can be accessed by the public Twenty years ago, people did not list VINs in their advertising, and where would we be today if we based our decisions on the availability of VINs in ads Because the customer did run five CARFAX Reports, we cannot issue a refund To use the customer's analogy, no store would take back a pair of $pants that had been worn for five days What we have done is added five VIN searches to the account We could instead close and refund the account down to the price of a 5-pack, which would be a $refund To accept this, please contact our customer support team through our Help Center http://support.carfax.com/

Contrary to the complainant's assertion, CARFAX does not offer VIN only package options The CARFAX order page, in the product selection section, has three offerings: CARFAX Report by VIN or plate, CARFAX Reports by VIN or plate, and "Unlimited CARFAX Reports only $54.99, Unlimited Reports by U.SLicense Plate Valid for Days." This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, as well as upon logging into the account CARFAX does not offer or advertise an unlimited by VIN packageRunning CARFAX Reports by license plate provides the same CARFAX Report as if run by VIN because the license plate is associated to that VIN in DMV records While CARFAX does not have a call center for consumers, contact CARFAX's customer support is extremely simple Every page on our website includes a Help button at the top of each page, and a Help link at the bottom of each page, which brings the customer to our Help Center The link is also included in the receipt email sent to the customer We receive an email from the customer at 9:AM this morning, and he initiated a live chat session with our customer support team at 10: While the customer did not respond to any of our questions within the live chat session, so we followed up with him via email at 11:AM today, stating the following: Good Morning Andrew, Thanks for contacting CARFAXI'm sorry you're dissatisfied and that we do not have call center services at this timeI see that you made your purchase at about 11:30PM last nightPlease be advised that sometimes it can take hours for us to review, and respond to your request if the request is submitted outside of business hoursI apologize again for any delay Also, we tried to communicate with you via chat this morning, but I'm not sure why we did not get a responseThe full refund of $has been issued which should post in 3-business days on your statements, and your confirmation number for the refund is [redacted] Please let me know if there is anything else we can take of for you

CARFAX has no record of receiving any prior correspondence from this customer Contrary to the customer’s statement, CARFAX does not certify that any vehicle has no accidents The CARFAX Vehicle History Report would have stated that no accidents were reported to CARFAX, and further stated that since not all information, including accidents, is reported to CARFAX, the vehicle should be taken for a thorough pre-purchase vehicle inspection to check for any hidden damage or prior repairs Therefore, CARFAX will not offer compensation in this matter