[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:
Regards,
*** ***
There are few things to consider in response to this complaint CARFAX does not offer consumer phone support, which means the person with whom you spoke did not have access to your account or knowledge of consumer products and services CARFAX makes it quite clear that the purchase is
only good for days In the product selection box, each product offering states "Valid for days" The customer checked the box on the order page indicating that they read and accepted the Customer Agreement, which states, "This CARFAX Report(s) Package is valid for days from the date of purchase." This is also stated in the purchase confirmation page, the receipt email, and within the account CARFAX changes it product offerings and prices from time to time, and what you see on the order page is what is currently available for consumers to purchase.Lastly, the above-referenced and agreed upon Customer Agreement also states that commercial use of CARFAX consumer products and services is strictly prohibited and will lead to the deactivation of the account, and that CARFAX reserves the right to imposed a charge of $for every CARFAX Report run The reason why the customer could not run a CARFAX Report on June is that the account was determined to be commercial use on June The account will remain deactivated and no refunds will be issued The text of the Customer Agreement is included below."Commercial use of CARFAX Reports is strictly prohibited'Commercial Use' is defined as use by persons engaged in the business of researching, buying and/or selling of automobiles, the resale or redistribution of CARFAX Reports, or any other business purpose as determined by CARFAX, Inc ANY COMMERCIAL USE OF CARFAX REPORTS IS STRICTLY PROHIBITED AND ANY SUSPECTED COMMERCIAL USE WILL LEAD TO THE DEACTIVATION OF YOUR ACCOUNT, WITHOUT REFUND, AND MAY RESULT IN LEGAL ACTIONTHE DETERMINATION OF PERSONAL USE IS AT THE SOLE DISCRETION OF CARFAX, INCWE RESERVE THE RIGHT TO IMPOSE, AND YOU AGREE TO PAY TO CARFAX, INC., AN ADDITIONAL CHARGE IN AN AMOUNT EQUAL TO THE NUMBER OF CARFAX REPORTS THAT CARFAX INCDEEMS WERE ACCESSED FOR COMMERCIAL PURPOSES MULTIPLIED BY THE THEN CURRENT PRICE OF THE CARFAX REPORT PACKAGE (CURRENTLY, $39.99)a refund will not be provided if you have used any CARFAX Report or service for commercial purposes or otherwise violated the terms of use set forth in this Customer Agreement and/or the Terms and Conditions of the carfax.com website."
CARFAX has no way of knowing if a service facility reported an odometer reading correctly or in error; we can only rely on our sources for our information We will be happy to research this for the customer, they need only complete a Data Research Request to get started
http://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: ***
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,
*** ***
On May 24, 2016, CARFAX sent the following email to the customer:The CARFAX Buyback Guarantee covers "a passenger motor vehicle registration document issued by any province or territory of Canada which was issued with words or symbols signifying that the vehicle was: .rebuilt ." It also
states specifically that it does not cover the damage disclosures, only issued branded registrations. In your case, while *** may have been notified of the salvage status previously, the rebuilt registration was not actually issued until 12/18/2015, which was after you purchased the vehicleCARFAX cannot guarantee that the vehicle will not receive a brand in the futureTherefore, since the brand was issued after you purchased the vehicle, the brand was not "missed" and is thus not eligible for a claim. CARFAX always honors the CARFAX Buyback Guarantee, and in doing so, respectfully denies your claimPer condition 4, the brand was not issued at least days prior to the date in which the CARFAX Report was run
In the product selection box on the CARFAX order page, the products are listed as follows:CARFAX Report$ReportValid for DaysCARFAX Reports$ReportsValid for DaysUnlimited CARFAX Reportsonly $54.99Unlimited Reports by U.SLicense PlateValid for DaysThe day expiration is
also listed in the Customer Agreement on the order page, in the purchase confirmation screen, the receipt email, and the expiration date is listed on the account Contacting customer support for CARFAX is simply, you just need to click on the "Help" button at the top and bottom of any CARFAX page The customer did contact our customer support team via live chat, and our response to the customer's question was, "That is correct, they do expire after days, but I'll be happy to grant an extension for you until 01-01-Will that help?"
CARFAX can only report what the service facility reports to us. If the service facility is reporting services for multiple vehicles under one vehicle, we would have no way of knowing that. However, you can submit a Data Research Request form, along with copies of the service records, and
our research team will gladly research this for you. You can also ask the service facility to contact us directly. https://support.carfax.com/c_datarequest
Hi ***Sorry for any misunderstanding about the product you purchasedAs you know, you were given a full refund, no questions asked, because we want all of our customers to feel confident about using CARFAX products and servicesCARFAX Reports can be run using either the VIN or the license
plate, which is why VIN or license plate is not specified for the Single Report or the Five Pack of CARFAX Reports The unlimited plan requires the license plate because it is intended for private party vehicles, which typically have license plates, and because many car dealerships offer free CARFAX Reports on their inventoryCARFAX does not want its customers to be confused about what they are purchasing, which is why CARFAX explains the details of the unlimited plan in several placesBefore purchasing: The product selection box on the order page states "Unlimited Reports by U.SLicense Plate / Valid for Days." This is stated in more detail the Customer Agreement on the order page, which includes, "I acknowledge and agree that vehicle license plate and state information is needed to run each CARFAX Report under this Plan." The order cannot be placed unless the customer checks the box stating that they have read and agree to the Customer AgreementImmediately after purchasing: The purchase confirmation page displays the details of the purchase as well as the details of the Unlimited planAt the same time, a receipt email is sent to the email address provided during the purchase, which states in bold text: "Includes: CARFAX Reports using VIN & Unlimited CARFAX Reports using License Plate"The bottom of the email includes the Customer Agreement, explaining the plan in even further detailOnce logged in, the account page in the Run a CARFAX Report section states, "You are using the Unlimited by License Plate package which expires on: [day expiration date] / You have CARFAX reports remaining that you can run by VIN." CARFAX is constantly testing new ways to make its products more clear Sometimes too much explanation is just as confusing to some as a simple explanation is to others, and thus there will always be some amount of customers who misunderstand the product they purchased In each case, the Unlimited plan remains our most popular offeringWe appreciate your feedback that the order page was not clear to you and will continue working to improve the product descriptions.Thank you for your time
A confidential data source reported to CARFAX that the vehicle had been damaged The damage was to the left front/side of the vehicle The VIN, year, make, model, color, location, and odometer reading all match the customer's vehicle If there was any other damage event the
customer can think of that this might have been, I would encourage them to provide what documentation they can so that we make sure we portraying the incident as accurately as possible At this time, we are displaying the information provided by the data source and cannot make any further changes to the CARFAX Report regarding this event
CARFAX records indicate that the customer has been able to run CARFAX Reports since the filing of this complaint We appreciate the feedback that this customer was confused about how to run the CARFAX Reports they purchased and will use this feedback to improve our site
CARFAX never states that a car is clean or free from prior accidents/damage CARFAX can only report what is reported by its sources and therefore tells the customer to get the car inspected for prior damage before deciding if this is the car they want to buy The police department did
not report the accident to CARFAX until after the customer purchased the vehicle We are sorry for the unfortunate situation the customer is in, but because CARFAX stated that not all accidents or other issues are reported to CARFAX and suggested that the customer get the vehicle inspected for damage by a professional, we cannot offer any compensation
From: *** ***r Date: Fri, Sep 4, at 2:PMSubject: ID *** (Resolved)To: "[email protected]" This case has been resolved by the business Thank you for your assistance.Sincerely,*** *** *** *** *** ***
**Sunbury, PA ***###-###-####
The customer purchased a CARFAX Report but did not log into their account to run the CARFAX Report. A refund was issued and communicated back to the customer via email on 8/31/2017.
The customer was already issued a full refund on 1/28/2016 and was notified of this via email the same day. Our office was closed due to a winter blizzard, and that is why our response to the customer took two business days. The order page does not list unlimited by license plate as an...
additional option, nor is it in the fine print. The order page states that the plan is unlimited using the US. license plate, and this is also mention on the purchase confrontation page, the receipt email, and within the account after purchase. We are sorry the customer misunderstood the plan he purchased, and we offered the additional VINs because he stated he was expecting to run more than five CARFAX Reports by VIN.
A police department reported to CARFAX that the complainant's vehicle was involved in a rear-end collision with another motor vehicle. Another data source also reported to CARFAX that a damage estimate was written for the vehicle that indicated the vehicle sustained damage to its rear...
bumper. The complainant states that the vehicle was not involved in the collision, that the police officer only listed the vehicle on the police report because it was a witness to the accident. It is not protocol for a police department to list a witness-only vehicle as involved in the collision; an individual can witness an accident and may be listed in the witness section of the police report, but a vehicle cannot be a witness and, therefore, would not be listed as involved in the accident. Regardless, CARFAX contacted the [redacted] The [redacted] reviewed the police report and confirmed to CARFAX that the vehicle was not a witness-only vehicle; The [redacted] verified that the vehicle was involved in the collision and received an impact from another motor vehicle. CARFAX cannot substantiate the complainant’s claim that the vehicle was only a witness to the collision because all information available to CARFAX provided by data sources as well as direct verification with the [redacted] conclude that the vehicle was impacted in the collision, and there is no information, documentation, or logical deduction to indicate a contrary position. CARFAX is accurately reporting the information provided and verified by its sources and has no reason to believe any error has been made. CARFAX never made any demands of the complainant and never requested nor required any money. After notifying the complainant of the research conclusion, CARFAX told the complainant that if he believed the police report is in error, he would have to address a correction to the police report with [redacted]"You may have the police report amended if you feel your vehicle was not impacted"). The complainant claimed that the [redacted] told him the police report was not available, but CARFAX cannot substantiate this claim. CARFAX spoke directly with the [redacted], using the phone number provided by the complainant, and the [redacted] told CARFAX that the police report was, in fact, available. CARFAX reiterated that if the complainant believed the police report listed his vehicle in error, it would have to be corrected with the [redacted] ("If you feel the police made an error on their report then you may contact them to have their report corrected”).
[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: My request is NOT fraud as they claim. Carfax defrauded me by not reporting correct info before I purchased the truck and then reporting different information after I purchased the truck. Information that directly impacted the value of my vehicle. The event that devaulued my vehicle did not happen while I owned it but carfax reported the information while I owned it. As a result I paid more for the vehicle and sold for much less do to the fraudulent reporting practices of CARFAX. What make carfax think that they have the right to devalue my vehicle AFTER I purchase it? Also they waited 12 years. FCRA has a statute that limits reporting of negative ratings to 7 year yet they reported a negative Item against my trucks value 12 yrs after the fact greatly impacting its value and causing me a loss. I know this is not CREDIT but I do believe the principle to be the same. You cannot take action against my property AFTER I own it when it is NO FAULT OF MINE......
Regards,
[redacted]
Of the two accidents, one was found to be a duplicate and was removed from the CARFAX Report. The other accident took place in Southfield MI near the intersection of [redacted] and [redacted], about five minutes from where the customer's vehicle was registered at the time. The police officer stated...
that as many as 15 vehicles were involved, the accident being caused by icy conditions, but that many of the vehicles had left the scene by the time the officer arrived. The police report lists 9 vehicles involved, and the customer's vehicle is listed as number 7. The police report lists the vehicle as a green 2009 4 door [redacted] with the customer's VIN and license plate, however the customer was not listed as the driver. Perhaps someone else had been driving the vehicle that day, but regardless, the vehicle is listed and only the police department can decide if the accident report is in error. The police report is on file with the Michigan State Police, under incident number [redacted], serial number [redacted], and case number [redacted].
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.S. license plate, and while it does include 5 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 $54.99 / Unlimited Reports by U.S. License Plate / Valid for 60 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 VIN.I 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]
close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:The response did not address our complaint. We have continually tried working with our account manager who says she will cancel our account but does not. We also paid the "final account" bill which was for months even after we cancelled but we paid it anyway just to be released and yet we still received another bill.
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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
There are few things to consider in response to this complaint CARFAX does not offer consumer phone support, which means the person with whom you spoke did not have access to your account or knowledge of consumer products and services CARFAX makes it quite clear that the purchase is
only good for days In the product selection box, each product offering states "Valid for days" The customer checked the box on the order page indicating that they read and accepted the Customer Agreement, which states, "This CARFAX Report(s) Package is valid for days from the date of purchase." This is also stated in the purchase confirmation page, the receipt email, and within the account CARFAX changes it product offerings and prices from time to time, and what you see on the order page is what is currently available for consumers to purchase.Lastly, the above-referenced and agreed upon Customer Agreement also states that commercial use of CARFAX consumer products and services is strictly prohibited and will lead to the deactivation of the account, and that CARFAX reserves the right to imposed a charge of $for every CARFAX Report run The reason why the customer could not run a CARFAX Report on June is that the account was determined to be commercial use on June The account will remain deactivated and no refunds will be issued The text of the Customer Agreement is included below."Commercial use of CARFAX Reports is strictly prohibited'Commercial Use' is defined as use by persons engaged in the business of researching, buying and/or selling of automobiles, the resale or redistribution of CARFAX Reports, or any other business purpose as determined by CARFAX, Inc ANY COMMERCIAL USE OF CARFAX REPORTS IS STRICTLY PROHIBITED AND ANY SUSPECTED COMMERCIAL USE WILL LEAD TO THE DEACTIVATION OF YOUR ACCOUNT, WITHOUT REFUND, AND MAY RESULT IN LEGAL ACTIONTHE DETERMINATION OF PERSONAL USE IS AT THE SOLE DISCRETION OF CARFAX, INCWE RESERVE THE RIGHT TO IMPOSE, AND YOU AGREE TO PAY TO CARFAX, INC., AN ADDITIONAL CHARGE IN AN AMOUNT EQUAL TO THE NUMBER OF CARFAX REPORTS THAT CARFAX INCDEEMS WERE ACCESSED FOR COMMERCIAL PURPOSES MULTIPLIED BY THE THEN CURRENT PRICE OF THE CARFAX REPORT PACKAGE (CURRENTLY, $39.99)a refund will not be provided if you have used any CARFAX Report or service for commercial purposes or otherwise violated the terms of use set forth in this Customer Agreement and/or the Terms and Conditions of the carfax.com website."
CARFAX has no way of knowing if a service facility reported an odometer reading correctly or in error; we can only rely on our sources for our information We will be happy to research this for the customer, they need only complete a Data Research Request to get started
http://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: ***
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,
*** ***
On May 24, 2016, CARFAX sent the following email to the customer:The CARFAX Buyback Guarantee covers "a passenger motor vehicle registration document issued by any province or territory of Canada which was issued with words or symbols signifying that the vehicle was: .rebuilt ." It also
states specifically that it does not cover the damage disclosures, only issued branded registrations. In your case, while *** may have been notified of the salvage status previously, the rebuilt registration was not actually issued until 12/18/2015, which was after you purchased the vehicleCARFAX cannot guarantee that the vehicle will not receive a brand in the futureTherefore, since the brand was issued after you purchased the vehicle, the brand was not "missed" and is thus not eligible for a claim. CARFAX always honors the CARFAX Buyback Guarantee, and in doing so, respectfully denies your claimPer condition 4, the brand was not issued at least days prior to the date in which the CARFAX Report was run
In the product selection box on the CARFAX order page, the products are listed as follows:CARFAX Report$ReportValid for DaysCARFAX Reports$ReportsValid for DaysUnlimited CARFAX Reportsonly $54.99Unlimited Reports by U.SLicense PlateValid for DaysThe day expiration is
also listed in the Customer Agreement on the order page, in the purchase confirmation screen, the receipt email, and the expiration date is listed on the account Contacting customer support for CARFAX is simply, you just need to click on the "Help" button at the top and bottom of any CARFAX page The customer did contact our customer support team via live chat, and our response to the customer's question was, "That is correct, they do expire after days, but I'll be happy to grant an extension for you until 01-01-Will that help?"
CARFAX can only report what the service facility reports to us. If the service facility is reporting services for multiple vehicles under one vehicle, we would have no way of knowing that. However, you can submit a Data Research Request form, along with copies of the service records, and
our research team will gladly research this for you. You can also ask the service facility to contact us directly. https://support.carfax.com/c_datarequest
Hi ***Sorry for any misunderstanding about the product you purchasedAs you know, you were given a full refund, no questions asked, because we want all of our customers to feel confident about using CARFAX products and servicesCARFAX Reports can be run using either the VIN or the license
plate, which is why VIN or license plate is not specified for the Single Report or the Five Pack of CARFAX Reports The unlimited plan requires the license plate because it is intended for private party vehicles, which typically have license plates, and because many car dealerships offer free CARFAX Reports on their inventoryCARFAX does not want its customers to be confused about what they are purchasing, which is why CARFAX explains the details of the unlimited plan in several placesBefore purchasing: The product selection box on the order page states "Unlimited Reports by U.SLicense Plate / Valid for Days." This is stated in more detail the Customer Agreement on the order page, which includes, "I acknowledge and agree that vehicle license plate and state information is needed to run each CARFAX Report under this Plan." The order cannot be placed unless the customer checks the box stating that they have read and agree to the Customer AgreementImmediately after purchasing: The purchase confirmation page displays the details of the purchase as well as the details of the Unlimited planAt the same time, a receipt email is sent to the email address provided during the purchase, which states in bold text: "Includes: CARFAX Reports using VIN & Unlimited CARFAX Reports using License Plate"The bottom of the email includes the Customer Agreement, explaining the plan in even further detailOnce logged in, the account page in the Run a CARFAX Report section states, "You are using the Unlimited by License Plate package which expires on: [day expiration date] / You have CARFAX reports remaining that you can run by VIN." CARFAX is constantly testing new ways to make its products more clear Sometimes too much explanation is just as confusing to some as a simple explanation is to others, and thus there will always be some amount of customers who misunderstand the product they purchased In each case, the Unlimited plan remains our most popular offeringWe appreciate your feedback that the order page was not clear to you and will continue working to improve the product descriptions.Thank you for your time
The agreement clearly states that the monthly fee is $149.90, and that only the August monthly fee was waived The other monthly fees must be paid
A confidential data source reported to CARFAX that the vehicle had been damaged The damage was to the left front/side of the vehicle The VIN, year, make, model, color, location, and odometer reading all match the customer's vehicle If there was any other damage event the
customer can think of that this might have been, I would encourage them to provide what documentation they can so that we make sure we portraying the incident as accurately as possible At this time, we are displaying the information provided by the data source and cannot make any further changes to the CARFAX Report regarding this event
CARFAX records indicate that the customer has been able to run CARFAX Reports since the filing of this complaint We appreciate the feedback that this customer was confused about how to run the CARFAX Reports they purchased and will use this feedback to improve our site
CARFAX never states that a car is clean or free from prior accidents/damage CARFAX can only report what is reported by its sources and therefore tells the customer to get the car inspected for prior damage before deciding if this is the car they want to buy The police department did
not report the accident to CARFAX until after the customer purchased the vehicle We are sorry for the unfortunate situation the customer is in, but because CARFAX stated that not all accidents or other issues are reported to CARFAX and suggested that the customer get the vehicle inspected for damage by a professional, we cannot offer any compensation
From: *** ***r Date: Fri, Sep 4, at 2:PMSubject: ID *** (Resolved)To: "[email protected]" This case has been resolved by the business Thank you for your assistance.Sincerely,*** *** *** *** *** ***
**Sunbury, PA ***###-###-####
The customer purchased a CARFAX Report but did not log into their account to run the CARFAX Report. A refund was issued and communicated back to the customer via email on 8/31/2017.
The customer was already issued a full refund on 1/28/2016 and was notified of this via email the same day. Our office was closed due to a winter blizzard, and that is why our response to the customer took two business days. The order page does not list unlimited by license plate as an...
additional option, nor is it in the fine print. The order page states that the plan is unlimited using the US. license plate, and this is also mention on the purchase confrontation page, the receipt email, and within the account after purchase. We are sorry the customer misunderstood the plan he purchased, and we offered the additional VINs because he stated he was expecting to run more than five CARFAX Reports by VIN.
A police department reported to CARFAX that the complainant's vehicle was involved in a rear-end collision with another motor vehicle. Another data source also reported to CARFAX that a damage estimate was written for the vehicle that indicated the vehicle sustained damage to its rear...
bumper. The complainant states that the vehicle was not involved in the collision, that the police officer only listed the vehicle on the police report because it was a witness to the accident. It is not protocol for a police department to list a witness-only vehicle as involved in the collision; an individual can witness an accident and may be listed in the witness section of the police report, but a vehicle cannot be a witness and, therefore, would not be listed as involved in the accident. Regardless, CARFAX contacted the [redacted] The [redacted] reviewed the police report and confirmed to CARFAX that the vehicle was not a witness-only vehicle; The [redacted] verified that the vehicle was involved in the collision and received an impact from another motor vehicle. CARFAX cannot substantiate the complainant’s claim that the vehicle was only a witness to the collision because all information available to CARFAX provided by data sources as well as direct verification with the [redacted] conclude that the vehicle was impacted in the collision, and there is no information, documentation, or logical deduction to indicate a contrary position. CARFAX is accurately reporting the information provided and verified by its sources and has no reason to believe any error has been made. CARFAX never made any demands of the complainant and never requested nor required any money. After notifying the complainant of the research conclusion, CARFAX told the complainant that if he believed the police report is in error, he would have to address a correction to the police report with [redacted]"You may have the police report amended if you feel your vehicle was not impacted"). The complainant claimed that the [redacted] told him the police report was not available, but CARFAX cannot substantiate this claim. CARFAX spoke directly with the [redacted], using the phone number provided by the complainant, and the [redacted] told CARFAX that the police report was, in fact, available. CARFAX reiterated that if the complainant believed the police report listed his vehicle in error, it would have to be corrected with the [redacted] ("If you feel the police made an error on their report then you may contact them to have their report corrected”).
[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: My request is NOT fraud as they claim. Carfax defrauded me by not reporting correct info before I purchased the truck and then reporting different information after I purchased the truck. Information that directly impacted the value of my vehicle. The event that devaulued my vehicle did not happen while I owned it but carfax reported the information while I owned it. As a result I paid more for the vehicle and sold for much less do to the fraudulent reporting practices of CARFAX. What make carfax think that they have the right to devalue my vehicle AFTER I purchase it? Also they waited 12 years. FCRA has a statute that limits reporting of negative ratings to 7 year yet they reported a negative Item against my trucks value 12 yrs after the fact greatly impacting its value and causing me a loss. I know this is not CREDIT but I do believe the principle to be the same. You cannot take action against my property AFTER I own it when it is NO FAULT OF MINE......
Regards,
[redacted]
Of the two accidents, one was found to be a duplicate and was removed from the CARFAX Report. The other accident took place in Southfield MI near the intersection of [redacted] and [redacted], about five minutes from where the customer's vehicle was registered at the time. The police officer stated...
that as many as 15 vehicles were involved, the accident being caused by icy conditions, but that many of the vehicles had left the scene by the time the officer arrived. The police report lists 9 vehicles involved, and the customer's vehicle is listed as number 7. The police report lists the vehicle as a green 2009 4 door [redacted] with the customer's VIN and license plate, however the customer was not listed as the driver. Perhaps someone else had been driving the vehicle that day, but regardless, the vehicle is listed and only the police department can decide if the accident report is in error. The police report is on file with the Michigan State Police, under incident number [redacted], serial number [redacted], and case number [redacted].
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.S. license plate, and while it does include 5 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 $54.99 / Unlimited Reports by U.S. License Plate / Valid for 60 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 VIN.I 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 response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:The response did not address our complaint. We have continually tried working with our account manager who says she will cancel our account but does not. We also paid the "final account" bill which was for months even after we cancelled but we paid it anyway just to be released and yet we still received another bill.
Regards,
[redacted]