[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:I managed to get some information about this issue. To begin, a damaged part was replaced. If you call [redacted] Automobile (the 12-6-12 entry on the report) they can give you the information. It was part number [redacted], the front bumper valance panel. This is actually a decorative part that, at first glance, you would think was a bumper. But it is a carbon fiber attachment on the front that is just a few inches off the ground. If you are pulling into a parking spot that has a berm or a curb in front, the valance panel (sometimes called a lip or splitter) is the first part of the car to contact the berm or curb. If you come into contact with the berm or curb too hard, you could damage the valance panel, which is what happened on 12-4-12. I actually have a picture. It appears that there might have been a crack or some scraped paint in the splitter and the owner had the part replaced. This is exactly the type of incident that should not be reported. Replacing the part had no influence on the value of the car. Yet, because the entry is on the Carfax report, when you want to trade in or to sell the car, the car's value is substantially discounted because of the report entry. The dealer told me that he subtracted about $10,000. from the trade in value because of the Carfax entry.The report I got on 6-16-18 indicated that [redacted] serviced the car on 12-6-12. There was nothing about damage. On 7-24-14, Carfax added the entry indicating damage. I bought the car on 6-30-14.The information about the part replacement was always available, but Carfax didn't report it. The 2011 [redacted] was bought and sold by a second buyer who apparently knew nothing about any damage.This incident should never have been reported and I am demanding that the entry on 12-4-12 be removed. The entry of 12-6-12 indicating that the car was serviced is sufficient. Having a decorative part replaced should not be a published part of a car's history. The only thing the notation accomplishes is that it diminishes the car's value.
Regards,
[redacted]
The customer emailed CARFAX over the weekend and our customer support team will contact him shortly. Based on the VIN he provided, [redacted], none of that information is showing. Under his ownership, we are not showing any liens, salvage titles, or emissions inspections.
There were no calls or emails made to request cancellation until January and the accounted continued to be used. As a courtesy, the contract was adjusted and canceled through March instead of November 2017, but the customer is responsible for these charges. On June 12, 2017,...
the customer was emailed the following:Good morning, After checking with your account manager, she has advised that the account was correctly cancelled on 3/31/2017. No credits will be given to the account and full balance is due in the amount of $480.44. Payment can be made through: One Time ACH Please fill out the form at this link - https://www.carfaxonline.com/ach - for a one time ACH payment and send it back to us. Check CARFAX Inc. 16630 Collection Center Dr Chicago, IL 60693 Thank you, CARFAX Billing
The CARFAX order page states that the unlimited plan is unlimited using the U.S. license plate. This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, and within the account. If the customer would like either more VINs or a refund, please...
contact our Customer Support team through our Help Center, who would love the opportunity to adjust your 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 [redacted], and find that this resolution is satisfactory to me. Please refund me in total, I no longer wish to have additional vehicle identification numbers at this time.
Regards,
[redacted]
The vehicle was listed as a 'total loss' on their website. However, the vehicle has a clean title. If was a total loss vehicle, it would not have a clean title.
CARFAX verified that California did issue a Lemon branded title for this vehicle. The CARFAX Report is not in error, the brand is true and correct. CARFAX did not report the brand in 1998 because the brand was not reported to CARFAX at that time. The CARFAX Report in 1998 did not...
state that the title was not branded. The CARFAX Report stated "There is no indication in our records that this vehicle has [a branded title] . . . However, there may be other potential problems with this vehicle that have not been reported to Carfax."
The complaint has two main components: not reporting the total loss when the customer purchased the vehicle, and reporting the total loss when he tried to sell it.As previously stated, the CARFAX Report can only report the information reported to CARFAX. The CARFAX Report put the customer on notice that it can only report what has been reported to it at that moment, that not everything, including problems, is reported to CARFAX, that new data will result in a change to the CARFAX Report, and therefore that the customer should get the vehicle inspected. The CARFAX Report also notified the customer of a severe accident. CARFAX was clear about its limitations, and therefore is not going to offer any compensation.The customer is now suggesting that CARFAX should have removed the total loss, not because it was incorrect, but solely so that he could hide this fact and sell the vehicle for more money. This would be tantamount to fraud and CARFAX will have no part of it.
Based on the contact information provided in this complaint, this customer wrote into our customer support team asking about a product we no longer offered for consumers. We received a response asking about products for their business, but we did not hear back from the customer after...
that. A refund was never requested. We have great deals for business customers and encourage the customer to sign up for a business account with us so that we can provide the best possible service for the best possible price that truly meets their needs. www.carfaxonline.com.
The customer was informed that the 07/20/2011 accident record on the CARFAX Report is a Police Report record. The Police Report was requested however due to the age of the accident, the Police Department,...
Rohoboth PD, has purged their records and a Police Report was not available.
Since the Police Report has been purged, a request was sent to a CARFAX source that gets information on insurance damage claims. The 3rd party source informed CARFAX that they do have information that a collision claim was filed for the vehicle on 07/20/2011. All information concerning the accident that was provided to CARFAX from this 3rd party source was provided to the customer.
The customer was informed that just because CARFAX was not able to produce a Police Report, it does not mean the accident did not occur. An insurance collision claim was filed for that damage event.
The CARFAX Vehicle History Report is a dynamic service that is updated regularly with information received from current and new data sources. Sources of accident data are not required to report information to our company, so the reporting of events is based on a source's willingness to participate with us and when they begin providing information to us thereafter. Since not all accident sources provide information to CARFAX, we continuously contract with new data sources for historical events in addition to receiving additional records from our existing sources that can date back several years. We understand your concerns regarding the timing involved but despite our best efforts, sources can take up to several years before agreeing to supply their data while others may never report information to CARFAX. When we receive new information from participating sources, we work as quickly as possible to update the information on our report.
Our company never promises consumers that it has a complete product, but, rather, mentions that is based solely on information supplied to us. Every report suggests using our service as one important tool along with a physical inspection in the car buying process. Since not all accident and damage sources report their information to CARFAX, we do not guarantee accident and damage records therefore we do not offer compensation for missing accident and damage records.
On Every CARFAX Report it states, “This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of [the date and time the Report is generated]. Other information about this vehicle, including problems, may not have been reported to CARFAX. Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car.” This is located at the top of every Report in regular text. Each CARFAX Report also states, “Not all accidents / issues are reported to CARFAX,” as well as “CARFAX DEPENDS ON ITS SOURCES FOR THE ACCURACY AND RELIABILITY OF ITS INFORMATION. THEREFORE, NO RESPONSIBILITY IS ASSUMED BY CARFAX OR ITS AGENTS FOR ERRORS OR OMISSIONS IN THIS REPORT.”
The customer purchased the Unlimited CARFAX Reports. The order page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited Reports by U.S. License Plate / Valid for 60 days" and also states this on the order page under the Customer Agreement, to which the customer read and accepted...
before placing their order. As a gesture of goodwill, the customer was given an additional fifteen CARFAX Reports to run by VIN.
CARFAX receives electronically-submitted database files of vehicle history information from tens of thousands of sources and loads that information directly into CARFAX's database. CARFAX does not receive any paper copies of documents and perform any data entry. Due to privacy laws and other...
restrictions, CARFAX does not have access to any personally-identifying information and not all insurance companies report to CARFAX. Therefore, as it states on each CARFAX Vehicle History Report, CARFAX can only report what has been provided by our sources, which may contain errors or omissions. An accident was reported to CARFAX by the LAPD for the customer's 2008 [redacted]. Many police departments will not release paper copies of police reports to CARFAX, but will frequently verify information for us over the phone. In this case, CARFAX made several unsuccessful attempts to verify the accident by phone directly with the police department, and also attempted to order a copy of the police report, but our request was denied. The police report provided by the customer, unfortunately, is not the same police reported accident record reported to us. It is possible that the accident was reported to CARFAX by the LAPD for the wrong vehicle in error, but, unfortunately, without something from the police department to indicate this, we have to continue to report what was reported to us by the police department. CARFAX asked the customer if he was able to obtain a copy of the police report, but we did not receive a response and thus the research case was closed. If he can obtain a copy of the police report, or any statement from the police department on the matter, we would be happy to review it. Had we received a response to our email, we also would have stated that it may help if he provides a letter from his insurance company outlining the dates the vehicle was insured along with a list of any claims.
The Total Loss was removed from the CARFAX Report on 7/30/2015 and the customer was notified via email the same day. The customer notified CARFAX of the error on 7/29/2015, and CARFAX verified directly with the insurance company that the total loss was reported to CARFAX in error.
[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:I am rejecting this response because my account manager has made it clear that certain requests that I have made are out of his control. I am looking to speak to someone above my account manager and the response that was received from whomever it was is a prime example of the issues I am having with Carfax.
[redacted]
According to the contract, the cancellation request must be made 30 days prior to the renewal. The contract renewed in August, and since the cancellation was made in September, the contract cannot be canceled until August 2018.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
CARFAX offered to add 25 Reports by VIN to the customer's account, and the customer has since run one of those CARFAX Reports. The account is not eligible for a refund because six CARFAX Reports have been run. However, the customer can respond to the email sent to him by our customer support team and discuss his refund options there.
Sorry for any misunderstanding about the product you purchased. As 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 services. CARFAX Reports can be run using either the VIN or the license plate, which...
is why this 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 inventory. CARFAX 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 places. Before purchasing: The product selection box on the order page states "Unlimited Reports by U.S. License Plate / Valid for 60 Days." This is stated in more detail the Customer Agreement on the order page, which states among other things, "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 Agreement. Immediately after purchasing: The purchase confirmation page displays the receipt which also lists the details of the Unlimited plan. At the same time, a receipt email is sent to the email address provided during the purchase, which states in bold text: "Includes: 5 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 detail. Once 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: [60 day expiration date] / You have 5 CARFAX reports remaining that you can run by VIN." CARFAX is constantly testing new ways to make its products more clear, but there will always be some customers who misunderstand the product they purchased, and the Unlimited plan remains our most popular offering. We 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.
From: [redacted] <[redacted].com>Date: Fri, Aug 4, 2017 at 11:43 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>They have fixed the link to...
unsubscribe. No further assistance needed. Thank you
The single and five CARFAX Reports plan do not specify if the VIN or license plate is required to run those reports because you can use either the VIN or the plate, and therefore it is not necessary to specify. However, the unlimited CARFAX Report plan can only use the license plate, which is why it states clearly in the product selection box that the license plate is required. This is also mentioned in the Customer Agreement (to which the customer had to have checked the box stating they read and accepted), it is also stated in the purchase confirmation page, the receipt email, and is listed clearly in the account. I'm sorry if the complainant did not read what they were purchasing, or did read it but misunderstood it. The complainant should contact CARFAX's customer support team to discuss adjustments to their including, including adding more CARFAX Reports by VIN or a refund. http://support.carfax.com/c_contactus
[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:I managed to get some information about this issue. To begin, a damaged part was replaced. If you call [redacted] Automobile (the 12-6-12 entry on the report) they can give you the information. It was part number [redacted], the front bumper valance panel. This is actually a decorative part that, at first glance, you would think was a bumper. But it is a carbon fiber attachment on the front that is just a few inches off the ground. If you are pulling into a parking spot that has a berm or a curb in front, the valance panel (sometimes called a lip or splitter) is the first part of the car to contact the berm or curb. If you come into contact with the berm or curb too hard, you could damage the valance panel, which is what happened on 12-4-12. I actually have a picture. It appears that there might have been a crack or some scraped paint in the splitter and the owner had the part replaced. This is exactly the type of incident that should not be reported. Replacing the part had no influence on the value of the car. Yet, because the entry is on the Carfax report, when you want to trade in or to sell the car, the car's value is substantially discounted because of the report entry. The dealer told me that he subtracted about $10,000. from the trade in value because of the Carfax entry.The report I got on 6-16-18 indicated that [redacted] serviced the car on 12-6-12. There was nothing about damage. On 7-24-14, Carfax added the entry indicating damage. I bought the car on 6-30-14.The information about the part replacement was always available, but Carfax didn't report it. The 2011 [redacted] was bought and sold by a second buyer who apparently knew nothing about any damage.This incident should never have been reported and I am demanding that the entry on 12-4-12 be removed. The entry of 12-6-12 indicating that the car was serviced is sufficient. Having a decorative part replaced should not be a published part of a car's history. The only thing the notation accomplishes is that it diminishes the car's value.
Regards,
[redacted]
The customer emailed CARFAX over the weekend and our customer support team will contact him shortly. Based on the VIN he provided, [redacted], none of that information is showing. Under his ownership, we are not showing any liens, salvage titles, or emissions inspections.
There were no calls or emails made to request cancellation until January and the accounted continued to be used. As a courtesy, the contract was adjusted and canceled through March instead of November 2017, but the customer is responsible for these charges. On June 12, 2017,...
the customer was emailed the following:Good morning, After checking with your account manager, she has advised that the account was correctly cancelled on 3/31/2017. No credits will be given to the account and full balance is due in the amount of $480.44. Payment can be made through: One Time ACH Please fill out the form at this link - https://www.carfaxonline.com/ach - for a one time ACH payment and send it back to us. Check CARFAX Inc. 16630 Collection Center Dr Chicago, IL 60693 Thank you, CARFAX Billing
The CARFAX order page states that the unlimited plan is unlimited using the U.S. license plate. This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, and within the account. If the customer would like either more VINs or a refund, please...
contact our Customer Support team through our Help Center, who would love the opportunity to adjust your 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 [redacted], and find that this resolution is satisfactory to me. Please refund me in total, I no longer wish to have additional vehicle identification numbers at this time.
Regards,
[redacted]
The vehicle was listed as a 'total loss' on their website. However, the vehicle has a clean title. If was a total loss vehicle, it would not have a clean title.
CARFAX verified that California did issue a Lemon branded title for this vehicle. The CARFAX Report is not in error, the brand is true and correct. CARFAX did not report the brand in 1998 because the brand was not reported to CARFAX at that time. The CARFAX Report in 1998 did not...
state that the title was not branded. The CARFAX Report stated "There is no indication in our records that this vehicle has [a branded title] . . . However, there may be other potential problems with this vehicle that have not been reported to Carfax."
The complaint has two main components: not reporting the total loss when the customer purchased the vehicle, and reporting the total loss when he tried to sell it.As previously stated, the CARFAX Report can only report the information reported to CARFAX. The CARFAX Report put the customer on notice that it can only report what has been reported to it at that moment, that not everything, including problems, is reported to CARFAX, that new data will result in a change to the CARFAX Report, and therefore that the customer should get the vehicle inspected. The CARFAX Report also notified the customer of a severe accident. CARFAX was clear about its limitations, and therefore is not going to offer any compensation.The customer is now suggesting that CARFAX should have removed the total loss, not because it was incorrect, but solely so that he could hide this fact and sell the vehicle for more money. This would be tantamount to fraud and CARFAX will have no part of it.
Based on the contact information provided in this complaint, this customer wrote into our customer support team asking about a product we no longer offered for consumers. We received a response asking about products for their business, but we did not hear back from the customer after...
that. A refund was never requested. We have great deals for business customers and encourage the customer to sign up for a business account with us so that we can provide the best possible service for the best possible price that truly meets their needs. www.carfaxonline.com.
The customer was informed that the 07/20/2011 accident record on the CARFAX Report is a Police Report record. The Police Report was requested however due to the age of the accident, the Police Department,...
Rohoboth PD, has purged their records and a Police Report was not available.
Since the Police Report has been purged, a request was sent to a CARFAX source that gets information on insurance damage claims. The 3rd party source informed CARFAX that they do have information that a collision claim was filed for the vehicle on 07/20/2011. All information concerning the accident that was provided to CARFAX from this 3rd party source was provided to the customer.
The customer was informed that just because CARFAX was not able to produce a Police Report, it does not mean the accident did not occur. An insurance collision claim was filed for that damage event.
The CARFAX Vehicle History Report is a dynamic service that is updated regularly with information received from current and new data sources. Sources of accident data are not required to report information to our company, so the reporting of events is based on a source's willingness to participate with us and when they begin providing information to us thereafter. Since not all accident sources provide information to CARFAX, we continuously contract with new data sources for historical events in addition to receiving additional records from our existing sources that can date back several years. We understand your concerns regarding the timing involved but despite our best efforts, sources can take up to several years before agreeing to supply their data while others may never report information to CARFAX. When we receive new information from participating sources, we work as quickly as possible to update the information on our report.
Our company never promises consumers that it has a complete product, but, rather, mentions that is based solely on information supplied to us. Every report suggests using our service as one important tool along with a physical inspection in the car buying process. Since not all accident and damage sources report their information to CARFAX, we do not guarantee accident and damage records therefore we do not offer compensation for missing accident and damage records.
On Every CARFAX Report it states, “This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of [the date and time the Report is generated]. Other information about this vehicle, including problems, may not have been reported to CARFAX. Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car.” This is located at the top of every Report in regular text. Each CARFAX Report also states, “Not all accidents / issues are reported to CARFAX,” as well as “CARFAX DEPENDS ON ITS SOURCES FOR THE ACCURACY AND RELIABILITY OF ITS INFORMATION. THEREFORE, NO RESPONSIBILITY IS ASSUMED BY CARFAX OR ITS AGENTS FOR ERRORS OR OMISSIONS IN THIS REPORT.”
The customer purchased the Unlimited CARFAX Reports. The order page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited Reports by U.S. License Plate / Valid for 60 days" and also states this on the order page under the Customer Agreement, to which the customer read and accepted...
before placing their order. As a gesture of goodwill, the customer was given an additional fifteen CARFAX Reports to run by VIN.
CARFAX receives electronically-submitted database files of vehicle history information from tens of thousands of sources and loads that information directly into CARFAX's database. CARFAX does not receive any paper copies of documents and perform any data entry. Due to privacy laws and other...
restrictions, CARFAX does not have access to any personally-identifying information and not all insurance companies report to CARFAX. Therefore, as it states on each CARFAX Vehicle History Report, CARFAX can only report what has been provided by our sources, which may contain errors or omissions. An accident was reported to CARFAX by the LAPD for the customer's 2008 [redacted]. Many police departments will not release paper copies of police reports to CARFAX, but will frequently verify information for us over the phone. In this case, CARFAX made several unsuccessful attempts to verify the accident by phone directly with the police department, and also attempted to order a copy of the police report, but our request was denied. The police report provided by the customer, unfortunately, is not the same police reported accident record reported to us. It is possible that the accident was reported to CARFAX by the LAPD for the wrong vehicle in error, but, unfortunately, without something from the police department to indicate this, we have to continue to report what was reported to us by the police department. CARFAX asked the customer if he was able to obtain a copy of the police report, but we did not receive a response and thus the research case was closed. If he can obtain a copy of the police report, or any statement from the police department on the matter, we would be happy to review it. Had we received a response to our email, we also would have stated that it may help if he provides a letter from his insurance company outlining the dates the vehicle was insured along with a list of any claims.
The Total Loss was removed from the CARFAX Report on 7/30/2015 and the customer was notified via email the same day. The customer notified CARFAX of the error on 7/29/2015, and CARFAX verified directly with the insurance company that the total loss was reported to CARFAX in error.
[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:I am rejecting this response because my account manager has made it clear that certain requests that I have made are out of his control. I am looking to speak to someone above my account manager and the response that was received from whomever it was is a prime example of the issues I am having with Carfax.
[redacted]
According to the contract, the cancellation request must be made 30 days prior to the renewal. The contract renewed in August, and since the cancellation was made in September, the contract cannot be canceled until August 2018.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
CARFAX offered to add 25 Reports by VIN to the customer's account, and the customer has since run one of those CARFAX Reports. The account is not eligible for a refund because six CARFAX Reports have been run. However, the customer can respond to the email sent to him by our customer support team and discuss his refund options there.
Sorry for any misunderstanding about the product you purchased. As 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 services. CARFAX Reports can be run using either the VIN or the license plate, which...
is why this 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 inventory. CARFAX 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 places. Before purchasing: The product selection box on the order page states "Unlimited Reports by U.S. License Plate / Valid for 60 Days." This is stated in more detail the Customer Agreement on the order page, which states among other things, "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 Agreement. Immediately after purchasing: The purchase confirmation page displays the receipt which also lists the details of the Unlimited plan. At the same time, a receipt email is sent to the email address provided during the purchase, which states in bold text: "Includes: 5 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 detail. Once 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: [60 day expiration date] / You have 5 CARFAX reports remaining that you can run by VIN." CARFAX is constantly testing new ways to make its products more clear, but there will always be some customers who misunderstand the product they purchased, and the Unlimited plan remains our most popular offering. We 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.
From: [redacted] <[redacted].com>Date: Fri, Aug 4, 2017 at 11:43 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>They have fixed the link to...
unsubscribe. No further assistance needed. Thank you
The single and five CARFAX Reports plan do not specify if the VIN or license plate is required to run those reports because you can use either the VIN or the plate, and therefore it is not necessary to specify. However, the unlimited CARFAX Report plan can only use the license plate, which is why it states clearly in the product selection box that the license plate is required. This is also mentioned in the Customer Agreement (to which the customer had to have checked the box stating they read and accepted), it is also stated in the purchase confirmation page, the receipt email, and is listed clearly in the account. I'm sorry if the complainant did not read what they were purchasing, or did read it but misunderstood it. The complainant should contact CARFAX's customer support team to discuss adjustments to their including, including adding more CARFAX Reports by VIN or a refund. http://support.carfax.com/c_contactus