CARFAX received a copy of the police report in the afternoon of 3/14/ On 3/15/2017, CARFAX research concluded that the truck was involved in the accident, per the police report However, since the trailer being towed by the truck sustained the impact, and the police report states
the truck was not damaged, the CARFAX Report was updated and the customer notified of the changes If they have any other questions, I encourage them to contact the resolution manager who assisted with their case
[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: ***
I am rejecting this response because: Carfax hides behind their small print which is listed at the bottom of their webpage to protect themselves against anything that may arise. They are making assumptions that they have no knowledge about as to if a inspection would have uncovered the issue. Apparently it was not noticeable to *** as they inspected the vehicle and allowed it to have an extended warranty put on the vehicle which eventually covered the replacement of a transmission. If this small statement is their catch all, maybe they should have it in large print at the top of the page right next to their statement saying --"Avoid buying a car with costly hidden problems by getting a CARFAX Vehicle History Report today."
or maybe next to their statement :Every CARFAX Vehicle History Report™ checks for
CARFAX Reports contain important information that can
help you make a more informed decision about a used car, truck or SUV,
including:
Vehicle registrationFrame/structural damageSalvaged, Junked or Flood titlesAccident indicatorsOdometer readingsService and repair informationLemon historyVehicle usage (taxi, rental, lease, etc.)Total loss accident historyRecall informationbut no, let them hide the statement in a obscure location to allow them a free pass. I reject their excuses and will make every effort to inform as many people as I can to not trust the report that they pay for because years after the fact your vehicle may now have serious issues listed that you were not aware of.
Regards,
*** ***
The customer was put on notice that not all information is reported to CARFAX, and no where did CARFAX else indicate to the customer that the vehicle would be free from prior damage
CARFAX fulfilled its obligation to the customer by reporting the records it had available, and by telling the customer that not all information is reported to CARFAX, and that the customer should get the vehicle inspected prior to purchase A pre-purchase vehicle inspection is always recommend by CARFAX and used car sales experts I personally would never buy a vehicle if the seller did not let me take it for an inspection
We are appreciate the feedback and are sorry to hear of this unfortunate situation CARFAX does not receive all information from all sources This is why the CARFAX Report will state that no accidents were reported to CARFAX, but since not all information is reported to us, the CARFAX
Report should be used along with a pre-purchase vehicle inspection and thorough test drive If there are documents available indicating the damage or repairs, these can submitted to our research team to investigation through the Data Research Request form http://***
CARFAX has had numerous emails and live chat conversations with the customer The CARFAX Report run before the customer purchased the vehicle informed the customer that the vehicle had been previously damaged in an accident The CARFAX Report also stated that, since not all information
is reported to CARFAX, the customer should take the vehicle for an inspection to determine the damage severity and inspect it for proper repairs After the CARFAX Report was run, a collision repair facility began reporting their repair records to CARFAX and the CARFAX Report for the vehicle then indicated collision repairs were performed a few days after the accident This information should not have come as a surprise to the customer because CARFAX told the customer that the vehicle had been damaged, recommended the vehicle is taken for an inspection before buying, and obviously the vehicle had since been repaired or the vehicle would still have been in a damaged state when purchased CARFAX did not know about the collision repairs at the time because that source had not yet began reporting to CARFAX, but in addition to telling the customer that the vehicle was damaged in an accident, and suggesting a vehicle inspection, the CARFAX Report also told the customer that not all sources of vehicle history information report to CARFAX and that other information, including problems, have not yet been reported The vehicle has since been in another accident as well
[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 as Answered]
Complaint: ***
I am rejecting this response because:Yes, I received a full refund from CARFAXThe problem is that I'm simply one minnow that managed to swim clear of the net, how many don't have time or resources to file a complaint? In playing the numbers a business that engages in deceptive practices knows that they'll increase their profits over time by operating right up close to the grey area as possible and then jump back to the safety of the "FINE PRINT".Let's look at it, in their add they state --> The plan on the CARFAX order page states "Unlimited Reports by U.SLicense Plate." THE PLAN ON THE carfax ORDER PAGE STATES "UNLIMITED REPORTS BY U.SLICENSE PLATE ONLY"And we'll throw in VIN reports just because we like you
[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: ***
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 reports.I can tell you that there is NONE. If your website does not clearly state only vin reports, I will call this absolutely ADVERTISEMENTRegards,*** **
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Could you also please send a copy of the receipt for the refund to my email: ***@***-***.com
Regards,
*** ***
The plan the customer purchases is CARFAX Reports for $99.99. This is not six VINs, or six license plates, but six CARFAX Report regardless of whether they are run by VIN or license plate. The customer ran all six CARFAX Reports, five using the license plate, and one using the
VIN. This is why the customer has no CARFAX Reports remaining. If they wish to run more CARFAX Reports, they will need to buy more from our order page. We have great deals for businesses as well, and I recommend starting with www.carfaxonline.com to inquire about pricing for business account
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
From: *** Date: Fri, Sep 18, at 5:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]***
Based on the repair order we received from the customer on August 30, 2016, we were able to verify the damage to the vehicle and add it to the CARFAX Report None of our 92,sources reported any accident or damage to us, and not all source of accident damage do report to us
Date: Fri, Nov 11, at 9:AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" *** ***, The customer was sent the copy of the contact and terms they signed All business accounts require a signed contract, and the customer would not have had an account and used it for the last five years if they did not This is the contract information with the electronic signature: Organization Code: *** *** *** Business Type: Dealer Used Cars Contact First Name: *** Contact Last Name: *** Title: Owner/Principal *** *** *** *** *** City: Rockaway Park State: NY Zip: *** Phone: ###-###-####Fax: ###-###-####Email: ***@***.usWeb address: www.***.comBilling address: 8*** *** *** *** Billing City: Rockaway Park Billing State: NY Billing Zip: *** Technical Contact Name: ** Technical Contact Phone: ###-###-####Technical Contact Email: ***@***.us The termination section in the contract, to which we both agreed, states: This Agreement shall automatically renew for additional one-year periods unless either party gives the other party written notice of its intention to terminate this Agreement thirty (30) days prior to the renewal dateThe Initial Term and any such renewal periods shall together constitute the "Term." CARFAX may terminate this Agreement at any time if Customer breaches any provision of this AgreementAlteration by CARFAX of any specific service or Customer's failure to order additional services hereunder shall not terminate this Agreement, it being the intent of the parties for this Agreement to remain in effect in the event of future orders for service. Therefore, according to the contract we are both required to uphold, the customer must give a written notice of cancelation days prior to the renewal date, otherwise the contract will renew for an additional year Failure to use the service does not terminate the contract The customer did provide notice to cancel, but per the terms, the contract cannot be canceled until the end of its current one-year period. Best regards, Vince L
The Unlimited license plate plan is a license-plate-only plan Five CARFAX Reports by VIN are included as a courtesy, but that is not what is being purchased and seems that the customer made an incorrect assumption that searches by VIN would be included In the product selection box on the order page, it states, "Unlimited Reports by U.SLicense Plate." The Customer Agreement, also on the order page, states, "Private Seller Vehicles Only vehicle license plate and state information is needed to run each CARFAX Report under this Plan." This is also stated on the purchase confirmation page, the receipt email, and stated within the account once logged in I am sorry if the customer misunderstood, but CARFAX was clear that this is a license plate plan I again encourage the customer to work with our customer support team about their account http://support.carfax.com/c_contactus
CARFAX can only report what is reported to us by data sources. The accident was reported for this vehicle, has been verified by the source, and therefore cannot be removed from the CARFAX Report
Per the terms of the Customer Agreement, to which the customer agreed when placing his order, the account was suspended for commercial use, which is billable at $for every CARFAX Report run as commercial use The customer was asked to show where the vehicles they were running were
offered for sale so that CARFAX could verify these were not travehicles, auction vehicles, or currently for sale by the dealership The customer was unable to show where the vehicle was offered for sale, and therefore the account remains suspended The customer should continue to work with our customer support to resolve this issue
This was resolved directly with the customer on 9/8/via email
This was resolved directly with the customer via email on January 23,
CARFAX received a copy of the police report in the afternoon of 3/14/ On 3/15/2017, CARFAX research concluded that the truck was involved in the accident, per the police report However, since the trailer being towed by the truck sustained the impact, and the police report states
the truck was not damaged, the CARFAX Report was updated and the customer notified of the changes If they have any other questions, I encourage them to contact the resolution manager who assisted with their case
[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: ***
I am rejecting this response because: Carfax hides behind their small print which is listed at the bottom of their webpage to protect themselves against anything that may arise. They are making assumptions that they have no knowledge about as to if a inspection would have uncovered the issue. Apparently it was not noticeable to *** as they inspected the vehicle and allowed it to have an extended warranty put on the vehicle which eventually covered the replacement of a transmission. If this small statement is their catch all, maybe they should have it in large print at the top of the page right next to their statement saying --"Avoid buying a car with costly hidden problems by getting a CARFAX Vehicle History Report today."
or maybe next to their statement :Every CARFAX Vehicle History Report™ checks for
CARFAX Reports contain important information that can
help you make a more informed decision about a used car, truck or SUV,
including:
Vehicle registrationFrame/structural damageSalvaged, Junked or Flood titlesAccident indicatorsOdometer readingsService and repair informationLemon historyVehicle usage (taxi, rental, lease, etc.)Total loss accident historyRecall informationbut no, let them hide the statement in a obscure location to allow them a free pass. I reject their excuses and will make every effort to inform as many people as I can to not trust the report that they pay for because years after the fact your vehicle may now have serious issues listed that you were not aware of.
Regards,
*** ***
The customer was put on notice that not all information is reported to CARFAX, and no where did CARFAX else indicate to the customer that the vehicle would be free from prior damage
CARFAX fulfilled its obligation to the customer by reporting the records it had available, and by telling the customer that not all information is reported to CARFAX, and that the customer should get the vehicle inspected prior to purchase A pre-purchase vehicle inspection is always recommend by CARFAX and used car sales experts I personally would never buy a vehicle if the seller did not let me take it for an inspection
We are appreciate the feedback and are sorry to hear of this unfortunate situation CARFAX does not receive all information from all sources This is why the CARFAX Report will state that no accidents were reported to CARFAX, but since not all information is reported to us, the CARFAX
Report should be used along with a pre-purchase vehicle inspection and thorough test drive If there are documents available indicating the damage or repairs, these can submitted to our research team to investigation through the Data Research Request form http://***
CARFAX has had numerous emails and live chat conversations with the customer The CARFAX Report run before the customer purchased the vehicle informed the customer that the vehicle had been previously damaged in an accident The CARFAX Report also stated that, since not all information
is reported to CARFAX, the customer should take the vehicle for an inspection to determine the damage severity and inspect it for proper repairs After the CARFAX Report was run, a collision repair facility began reporting their repair records to CARFAX and the CARFAX Report for the vehicle then indicated collision repairs were performed a few days after the accident This information should not have come as a surprise to the customer because CARFAX told the customer that the vehicle had been damaged, recommended the vehicle is taken for an inspection before buying, and obviously the vehicle had since been repaired or the vehicle would still have been in a damaged state when purchased CARFAX did not know about the collision repairs at the time because that source had not yet began reporting to CARFAX, but in addition to telling the customer that the vehicle was damaged in an accident, and suggesting a vehicle inspection, the CARFAX Report also told the customer that not all sources of vehicle history information report to CARFAX and that other information, including problems, have not yet been reported The vehicle has since been in another accident as well
[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 as Answered]
Complaint: ***
I am rejecting this response because:Yes, I received a full refund from CARFAXThe problem is that I'm simply one minnow that managed to swim clear of the net, how many don't have time or resources to file a complaint? In playing the numbers a business that engages in deceptive practices knows that they'll increase their profits over time by operating right up close to the grey area as possible and then jump back to the safety of the "FINE PRINT".Let's look at it, in their add they state --> The plan on the CARFAX order page states "Unlimited Reports by U.SLicense Plate." THE PLAN ON THE carfax ORDER PAGE STATES "UNLIMITED REPORTS BY U.SLICENSE PLATE ONLY"And we'll throw in VIN reports just because we like you
[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: ***
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 reports.I can tell you that there is NONE. If your website does not clearly state only vin reports, I will call this absolutely ADVERTISEMENTRegards,*** **
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Could you also please send a copy of the receipt for the refund to my email: ***@***-***.com
Regards,
*** ***
The plan the customer purchases is CARFAX Reports for $99.99. This is not six VINs, or six license plates, but six CARFAX Report regardless of whether they are run by VIN or license plate. The customer ran all six CARFAX Reports, five using the license plate, and one using the
VIN. This is why the customer has no CARFAX Reports remaining. If they wish to run more CARFAX Reports, they will need to buy more from our order page. We have great deals for businesses as well, and I recommend starting with www.carfaxonline.com to inquire about pricing for business account
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
From: *** Date: Fri, Sep 18, at 5:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]***
Based on the repair order we received from the customer on August 30, 2016, we were able to verify the damage to the vehicle and add it to the CARFAX Report None of our 92,sources reported any accident or damage to us, and not all source of accident damage do report to us
Date: Fri, Nov 11, at 9:AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" *** ***, The customer was sent the copy of the contact and terms they signed All business accounts require a signed contract, and the customer would not have had an account and used it for the last five years if they did not This is the contract information with the electronic signature: Organization Code: *** *** *** Business Type: Dealer Used Cars Contact First Name: *** Contact Last Name: *** Title: Owner/Principal *** *** *** *** *** City: Rockaway Park State: NY Zip: *** Phone: ###-###-####Fax: ###-###-####Email: ***@***.usWeb address: www.***.comBilling address: 8*** *** *** *** Billing City: Rockaway Park Billing State: NY Billing Zip: *** Technical Contact Name: ** Technical Contact Phone: ###-###-####Technical Contact Email: ***@***.us The termination section in the contract, to which we both agreed, states: This Agreement shall automatically renew for additional one-year periods unless either party gives the other party written notice of its intention to terminate this Agreement thirty (30) days prior to the renewal dateThe Initial Term and any such renewal periods shall together constitute the "Term." CARFAX may terminate this Agreement at any time if Customer breaches any provision of this AgreementAlteration by CARFAX of any specific service or Customer's failure to order additional services hereunder shall not terminate this Agreement, it being the intent of the parties for this Agreement to remain in effect in the event of future orders for service. Therefore, according to the contract we are both required to uphold, the customer must give a written notice of cancelation days prior to the renewal date, otherwise the contract will renew for an additional year Failure to use the service does not terminate the contract The customer did provide notice to cancel, but per the terms, the contract cannot be canceled until the end of its current one-year period. Best regards, Vince L
The Unlimited license plate plan is a license-plate-only plan Five CARFAX Reports by VIN are included as a courtesy, but that is not what is being purchased and seems that the customer made an incorrect assumption that searches by VIN would be included In the product selection box on the order page, it states, "Unlimited Reports by U.SLicense Plate." The Customer Agreement, also on the order page, states, "Private Seller Vehicles Only vehicle license plate and state information is needed to run each CARFAX Report under this Plan." This is also stated on the purchase confirmation page, the receipt email, and stated within the account once logged in I am sorry if the customer misunderstood, but CARFAX was clear that this is a license plate plan I again encourage the customer to work with our customer support team about their account http://support.carfax.com/c_contactus
CARFAX can only report what is reported to us by data sources. The accident was reported for this vehicle, has been verified by the source, and therefore cannot be removed from the CARFAX Report
CARFAX resolved this directly with the customer The CARFAX Report was updated on August 6, based on verification from the insurance company
Per the terms of the Customer Agreement, to which the customer agreed when placing his order, the account was suspended for commercial use, which is billable at $for every CARFAX Report run as commercial use The customer was asked to show where the vehicles they were running were
offered for sale so that CARFAX could verify these were not travehicles, auction vehicles, or currently for sale by the dealership The customer was unable to show where the vehicle was offered for sale, and therefore the account remains suspended The customer should continue to work with our customer support to resolve this issue