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
Not all sources report to all other companies. With billions of vehicle history records reported from over 100,sources, records will be reported to CARFAX that are not reported anywhere else. Not all damage can be discovered during a vehicle inspection, particularly when very well
repaired. CARFAX can only report what is reported by data sources, and CARFAX always recommends that the CARFAX Report is used along with a pre-purchase vehicle inspection and thorough test drive
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
[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,
*** ***
CARFAX has been in direct contact with the customer on this matter Structural damage was reported and verified by the source, listed in the supporting documents provided by the customer, and confirmed by the manufacturer of the vehicle Unfortunately, the customer is not accepting of
this, but there is nothing further we can do at this time
The police report lists the *** as involved in the accident, not the **Because a police report is an official document, the police report will have to be corrected by the police department before CARFAX can make any changes to the CARFAX Report
Our customer support team did not locate any contact under the email address provided If you contacted us directly, please provide the case number The order page on our website states in the product selection box that the plan is unlimited using the U.Slicense plate, as well as in the Customer Agreement on the order page It is also mentioned in the order confirmation page, the receipt email, and each time you log into the account We are sorry if you did not notice all of these, but it is clear that nothing is being hidden or deceptive
Since the complainant was unable to understand the previous response, I will restate it in different words CARFAX does not offer or advertise an unlimited VIN plan The CARFAX order page states clearly in several places "Unlimited Reports by U.SLicense Plate" as well as "vehicle license plate and state information is needed to run each CARFAX Report under this Plan." This is also outlined in the purchase confirmation page, the receipt email, and when logging into this account Therefore, it is clear that CARFAX is upfront about the details of the plan, and that the complainant either chose not read these notices or merely misunderstood them The account is not eligible for a refund, not because his level of dissatisfaction, but because of the number of CARFAX Reports run He agreed to this at the time of purchase However, the customer has never been denied a refund, and a full refund of $has been issued
Unfortunately, we do not have the capability to issue a refund for a charge from 2011.CARFAX never advertised that it has the complete history of any vehicle, and, in fact, the CARFAX website and the CARFAX Vehicle History Report state that CARFAX does not have the complete history of every vehicle
When the customer would have a purchase a CARFAX Report in 2011, above the Buy Now button on the order page, stated "By processing my order, I agree to the terms of the Customer Agreement and understand that CARFAX does not have the complete history of every vehicle." The customer can review the CARFAX Report from and see that it will state that no accidents were reported to CARFAX, which does not mean that no accidents occurred The CARFAX Report will also state:"This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of [the date and time of the Report]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." "Not all accidents / issues are reported to CARFAX." "Use this tool, along with a vehicle inspection and test drive, to make a better decision about your next used car.""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."
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
***
*** ***
On 2/22/2016, CARFAX sent the customer the following email:Hello ***, I have concluded the research for your case *** and based on the information I received from Pennsylvania, I have removed the Salvage/Junk brands off of the Report. I will be sending you a separate e-mail with a day link to the updated CARFAX Report once the changes go through. Please let me know if there is anything else I can do for you. Thank so much for your patience and have a great day! Lynsey Resolution Manager CARFAX, INC
Our records show that the customer attempted three live chat sessions with us on August 3, but we received no response We successfully chatted with other customers that same time and thus the customer may have had a technical issue with their device or connection We did receive his
email request for a refund of the difference between the package he selected versus the package he intended to buy and we sent an email confirming the $refund has been successfully issued
From: Vince L*** Date: Thu, Jun 4, at 10:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "[email protected]" *** ***, In response to this complaint, the order page listed the details of the plan the customer purchased, and it was also provided to them several times immediately after purchase Based on the customers response, it seems they simply did not read the description of the product or the Customer Agreement, however, CARFAX did clearly state the details of the plan. Best regards, Vince L***Manager, Product Support and Data EscalationsCARFAX, Inc
[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, *** ***
The customer wrote in to us on 03/15/and was advised the same day that his dispute has been submitted into research and the total loss information has been sent to the source to verify
The source got back to us on 03/18/stating that the total loss was an error
The total loss was
then removed off of the CARFAX Report and the customer was notified of this and provided a day link to the updated CARFAX Report
[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:Additional response to the first question:CARFAX: “Once a source agrees to report records to CARFAX, sources typically provide an archive of older records, and not just the most recent recordsThat is what happened in this case.”I would think that you should make a good faith effort to ascertain if the vehicle is now with new owners and supply them with that informationI would think in most cases people would not run additional CARFAX reports after the purchase and not aware of previous damageCARFAX: “Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about buying your next used car.”In this case I did not do a “Pre Purchase Inspection” as previously statedHowever, I did a “Post Purchase Inspection” that did not show any damageTherefore in the end, all is good with the car except for the CARFAX report.My response to the second question:CARFAX: “CARFAX cannot release details of the source information because it is confidential I am sorry there is not a different way to say this; we simply cannot release any details about the damage record.”The problem with that is when I go to sell the car prospective buyers will either want to discount the price of my car, per CARFAX pricing, or not even bother to consider it at all.CARFAX: In conclusion, if the complainant has access to information that clarifies the extent of the damage, CARFAX is more than happy to review this information and make any adjustments possible to the damage record on the CARFAX Report To do this, we require a Data Research Request form using the following link, along with a copy of any documents that can be provided https://support.carfax.com/c_datarequestPreviously CARFAX stated that “we simply cannot release any details about the damage record.” However you also state above that “CARFAX is more than happy to review this information and make any adjustments possible to the damage record on the CARFAX Report.” If true, then you would have already included that information in the reportTo me that means that when the damage report came in, you either did not ask or did not receive the details from the repair facility, or for reasons unknown, decided to not publish themAs such, please let me know if you already have the details and if not, I will supply the information that I have.I am person that looks for solutionsIMHO, I respectively believe that your reporting of accident/damages could be better served by modifying your reports to delineate major and minor damageNotwithstanding a salvage title, there is a difference between a major non-totaled accident vehicle damage and a fender benderRegards,
*** ***
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 policies.if you have any questions at all, please contact our customer support team using the links provided
[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 I have chatted with them via a online chat (since they have no Customer Service phone #) and find that this resolution of a full refund is satisfactory to me; even more, I conveyed my wishes to CARFAX to change their misleading representation of their Unlimited ProductI believe there should be the word "Only" after "Unlimited Reports by U.SLicense Plate", that is, "Unlimited Reports by U.SLicense Plate Only".
Regards,
*** ***
Sorry about any trouble you experienced tying to access your account Sometimes the CARFAX Report will not display if it is being caught by your browser's pblocker Below is a link to view the CARFAX Report for the VIN run in your account, valid for days
https://www.carfax.com/api/consumers/***/report/email/***If you need any further assistance, please contact our customer support team through our Help Center.http://support.carfax.com/C_contactus
CARFAX does not offer or advertise an unlimited by VIN plan The order page states that the plan is unlimited using the U.Slicense plate The Customer Agreement, to which the customer must check the box indicating they have read and accepted on the order page, also states that a license plate is required to run each CARFAX Report These details are also listed on the purchase confirmation screen, the receipt email, and outlined in the account once logged in The refund policy, also outlined on the order page, states that the account is not eligible for a refund because of the number of CARFAX Reports that have been run
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
Not all sources report to all other companies. With billions of vehicle history records reported from over 100,sources, records will be reported to CARFAX that are not reported anywhere else. Not all damage can be discovered during a vehicle inspection, particularly when very well
repaired. CARFAX can only report what is reported by data sources, and CARFAX always recommends that the CARFAX Report is used along with a pre-purchase vehicle inspection and thorough test drive
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
[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,
*** ***
CARFAX has been in direct contact with the customer on this matter Structural damage was reported and verified by the source, listed in the supporting documents provided by the customer, and confirmed by the manufacturer of the vehicle Unfortunately, the customer is not accepting of
this, but there is nothing further we can do at this time
The police report lists the *** as involved in the accident, not the **Because a police report is an official document, the police report will have to be corrected by the police department before CARFAX can make any changes to the CARFAX Report
Our customer support team did not locate any contact under the email address provided If you contacted us directly, please provide the case number The order page on our website states in the product selection box that the plan is unlimited using the U.Slicense plate, as well as in the Customer Agreement on the order page It is also mentioned in the order confirmation page, the receipt email, and each time you log into the account We are sorry if you did not notice all of these, but it is clear that nothing is being hidden or deceptive
Since the complainant was unable to understand the previous response, I will restate it in different words CARFAX does not offer or advertise an unlimited VIN plan The CARFAX order page states clearly in several places "Unlimited Reports by U.SLicense Plate" as well as "vehicle license plate and state information is needed to run each CARFAX Report under this Plan." This is also outlined in the purchase confirmation page, the receipt email, and when logging into this account Therefore, it is clear that CARFAX is upfront about the details of the plan, and that the complainant either chose not read these notices or merely misunderstood them The account is not eligible for a refund, not because his level of dissatisfaction, but because of the number of CARFAX Reports run He agreed to this at the time of purchase However, the customer has never been denied a refund, and a full refund of $has been issued
Unfortunately, we do not have the capability to issue a refund for a charge from 2011.CARFAX never advertised that it has the complete history of any vehicle, and, in fact, the CARFAX website and the CARFAX Vehicle History Report state that CARFAX does not have the complete history of every vehicle
When the customer would have a purchase a CARFAX Report in 2011, above the Buy Now button on the order page, stated "By processing my order, I agree to the terms of the Customer Agreement and understand that CARFAX does not have the complete history of every vehicle." The customer can review the CARFAX Report from and see that it will state that no accidents were reported to CARFAX, which does not mean that no accidents occurred The CARFAX Report will also state:"This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of [the date and time of the Report]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." "Not all accidents / issues are reported to CARFAX." "Use this tool, along with a vehicle inspection and test drive, to make a better decision about your next used car.""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."
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
***
*** ***
On 2/22/2016, CARFAX sent the customer the following email:Hello ***, I have concluded the research for your case *** and based on the information I received from Pennsylvania, I have removed the Salvage/Junk brands off of the Report. I will be sending you a separate e-mail with a day link to the updated CARFAX Report once the changes go through. Please let me know if there is anything else I can do for you. Thank so much for your patience and have a great day! Lynsey Resolution Manager CARFAX, INC
Our records show that the customer attempted three live chat sessions with us on August 3, but we received no response We successfully chatted with other customers that same time and thus the customer may have had a technical issue with their device or connection We did receive his
email request for a refund of the difference between the package he selected versus the package he intended to buy and we sent an email confirming the $refund has been successfully issued
From: Vince L*** Date: Thu, Jun 4, at 10:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "[email protected]" *** ***, In response to this complaint, the order page listed the details of the plan the customer purchased, and it was also provided to them several times immediately after purchase Based on the customers response, it seems they simply did not read the description of the product or the Customer Agreement, however, CARFAX did clearly state the details of the plan. Best regards, Vince L***Manager, Product Support and Data EscalationsCARFAX, Inc
[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, *** ***
The customer wrote in to us on 03/15/and was advised the same day that his dispute has been submitted into research and the total loss information has been sent to the source to verify
The source got back to us on 03/18/stating that the total loss was an error
The total loss was
then removed off of the CARFAX Report and the customer was notified of this and provided a day link to the updated CARFAX Report
[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:Additional response to the first question:CARFAX: “Once a source agrees to report records to CARFAX, sources typically provide an archive of older records, and not just the most recent recordsThat is what happened in this case.”I would think that you should make a good faith effort to ascertain if the vehicle is now with new owners and supply them with that informationI would think in most cases people would not run additional CARFAX reports after the purchase and not aware of previous damageCARFAX: “Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about buying your next used car.”In this case I did not do a “Pre Purchase Inspection” as previously statedHowever, I did a “Post Purchase Inspection” that did not show any damageTherefore in the end, all is good with the car except for the CARFAX report.My response to the second question:CARFAX: “CARFAX cannot release details of the source information because it is confidential I am sorry there is not a different way to say this; we simply cannot release any details about the damage record.”The problem with that is when I go to sell the car prospective buyers will either want to discount the price of my car, per CARFAX pricing, or not even bother to consider it at all.CARFAX: In conclusion, if the complainant has access to information that clarifies the extent of the damage, CARFAX is more than happy to review this information and make any adjustments possible to the damage record on the CARFAX Report To do this, we require a Data Research Request form using the following link, along with a copy of any documents that can be provided https://support.carfax.com/c_datarequestPreviously CARFAX stated that “we simply cannot release any details about the damage record.” However you also state above that “CARFAX is more than happy to review this information and make any adjustments possible to the damage record on the CARFAX Report.” If true, then you would have already included that information in the reportTo me that means that when the damage report came in, you either did not ask or did not receive the details from the repair facility, or for reasons unknown, decided to not publish themAs such, please let me know if you already have the details and if not, I will supply the information that I have.I am person that looks for solutionsIMHO, I respectively believe that your reporting of accident/damages could be better served by modifying your reports to delineate major and minor damageNotwithstanding a salvage title, there is a difference between a major non-totaled accident vehicle damage and a fender benderRegards,
*** ***
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 policies.if you have any questions at all, please contact our customer support team using the links provided
[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 I have chatted with them via a online chat (since they have no Customer Service phone #) and find that this resolution of a full refund is satisfactory to me; even more, I conveyed my wishes to CARFAX to change their misleading representation of their Unlimited ProductI believe there should be the word "Only" after "Unlimited Reports by U.SLicense Plate", that is, "Unlimited Reports by U.SLicense Plate Only".
Regards,
*** ***
Sorry about any trouble you experienced tying to access your account Sometimes the CARFAX Report will not display if it is being caught by your browser's pblocker Below is a link to view the CARFAX Report for the VIN run in your account, valid for days
https://www.carfax.com/api/consumers/***/report/email/***If you need any further assistance, please contact our customer support team through our Help Center.http://support.carfax.com/C_contactus
CARFAX does not offer or advertise an unlimited by VIN plan The order page states that the plan is unlimited using the U.Slicense plate The Customer Agreement, to which the customer must check the box indicating they have read and accepted on the order page, also states that a license plate is required to run each CARFAX Report These details are also listed on the purchase confirmation screen, the receipt email, and outlined in the account once logged in The refund policy, also outlined on the order page, states that the account is not eligible for a refund because of the number of CARFAX Reports that have been run