Contrary to the complainant's assertion, CARFAX does not offer VIN only package options. The CARFAX order page, in the product selection section, has three offerings: 1 CARFAX Report by VIN or plate, 5 CARFAX Reports by VIN or plate, and "Unlimited CARFAX Reports only $54.99, Unlimited Reports...
by U.S. License Plate Valid for 60 Days." This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, as well as upon logging into the account. CARFAX does not offer or advertise an unlimited by VIN package.Running CARFAX Reports by license plate provides the same CARFAX Report as if run by VIN because the license plate is associated to that VIN in DMV records. While CARFAX does not have a call center for consumers, contact CARFAX's customer support is extremely simple. Every page on our website includes a Help button at the top of each page, and a Help link at the bottom of each page, which brings the customer to our Help Center. The link is also included in the receipt email sent to the customer. We receive an email from the customer at 9:10 AM this morning, and he initiated a live chat session with our customer support team at 10:55. While the customer did not respond to any of our questions within the live chat session, so we followed up with him via email at 11:27 AM today, stating the following:Good Morning Andrew, Thanks for contacting CARFAX. I'm sorry you're dissatisfied and that we do not have call center services at this time. I see that you made your purchase at about 11:30PM last night. Please be advised that sometimes it can take 24 hours for us to review, and respond to your request if the request is submitted outside of business hours. I apologize again for any delay. Also, we tried to communicate with you via chat this morning, but I'm not sure why we did not get a response. The full refund of $59.87 has been issued which should post in 3-5 business days on your statements, and your confirmation number for the refund is [redacted]. Please let me know if there is anything else we can take of for you.
CARFAX receives all of its information from its sources as electronic database files and does not receive paper copies of documents or perform any data entry. Thus, an error made by a data source may sometimes display on a CARFAX Report, and CARFAX has no way of knowing if any information...
contains an error until it is brought to our attention. The accident with airbag deployment was reported to CARFAX by the police department. Upon being contacted by the customer, CARFAX contacted the police department and ordered a copy of the police report. We are the mercy of the police department to process our order and provide the police report and are not able to expedite our order. The repair order provided by the customer shows that an airbag was not replaced, but we cannot assume that it did not deploy. A police report is also an official document that we cannot misrepresent, and thus we had to wait for the police report to arrive before the CARFAX Report could be updated. The police report arrived and it was in fact coded that the airbag did deploy, and thus the data provided to CARFAX was accurate. It is the responsibility of the vehicle owner to ensure that the police report is accurate at the time it is written. Fortunately, the narrative of the police report (which was not provided to CARFAX initially) specifically stated that the airbag did not deploy. This confirmed that the police report was coded in error by the investigating officer, which allowed CARFAX to remove the airbag deployment from the CARFAX Report.
This issue was resolved satisfactorily with the customer in June of 2015. It was not until March 29, 2016 that the customer contacted us again wanting a different resolution. In total from both cases, the customer left one voicemail, had 2 live chat sessions, and sent 29 emails (many of...
which were duplicates and were sent within minutes of each other). All of the customer's contacts were responded to by CARFAX timely, mostly within 5 minutes, and some in less than one business day. The subject of the complaint is that a police officer indicated that the customer's vehicle was involved in a hit and run accident. The customer provided documents to indicate that the vehicle did not sustain any damage (which the CARFAX Report stated since June of 2015), but did not provide any documents to indicate that the police report was in error and that the vehicle was not involved in an impact. On April 5, 2016, the customer provided the documents we had requested, and later that same day, we notified the customer that the accident had been removed from the CARFAX Report.
[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 never signed anything electronically or has car fax been able to produce proof that I did . Please keep this company from being able to continue these fraud practices ! I was a loyal customer for many years and yet they are allowed to refuse to cancel service . Please review the previous attached documents and see that this matter is going on a year already !!!! I have been asking to cancel service since last year FRAUD FRAUD
Regards,
[redacted]
When [redacted] purchased CARFAX Reports as a consumer, she agreed to the Customer Agreement, which states that running CARFAX Reports is for her personal use only and that commercial use would result in closing the account without refund and would result in a charge of $29.99 for every CARFAX Report...
run. Her account alone has run 1,373 CARFAX Reports, which would result in being charged a total of $41,176.27. She also mentioned that her company, [redacted], had 75 other employees purchasing consumer CARFAX accounts and running CARFAX Reports for commercial use, and those CARFAX Reports can also be billed at $29.99 each. While we do not intend to pursue this charge at this time, [redacted] and her fellow coworkers can sign up for a business account by contacting www.CarfaxBIG.com.
CARFAX does not offer or advertise unlimited CARFAX Reports by VIN, the complainant is well aware of this, and the account does not qualify for a refund.CARFAX does not offer or advertise unlimited CARFAX Reports by VIN. The CARFAX order page states, "Unlimited Reports by U.S. License Plate...
/ Valid for 60 Days." This is also outlined in the Customer Agreement, to which the customer agreed and accepted before placing his three orders for the Unlimited License Plate plan. The purchases were on August 2, 2016, October 9, 2016, and March 16, 2017. The details of the plan were also provided to the complainant after each purchase on the purchase confirmation page, the receipt email, and within the account. Further, the customer contacted CARFAX several times, was told on five separate occasions that the plan is unlimited using the U.S. license plate, and he confirmed that he understood each time. The details of those five conversations are listed below. Lastly, the CARFAX Money Back Guarantee states that a refund is only issued if two or fewer CARFAX Reports have been run, but this account has run 65 CARFAX Reports and therefore does not qualify for a refund.The complainant contacted CARFAX on August 4, 2016 and was told: "I apologize for any inconvenience, CARFAX is currently not offering unlimited searches by VIN. Our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VINs account. However, as a one time courtesy for this purchased only, I can add 20 extra VINs for you to use before your account expires on 10-02-2016. And if you find that you need more before it expires, you can contact us back and we will be happy to see if we can add more."The complainant contacted CARFAX again on October 19, 2016 and was told: "The package is unlimited by license plate searches for 60 days, but I understand if the 5 VINs aren't enough. How many do you think you'll need for the package to be useful to you? . . . Sure I'll be happy to add 15 for you. . . I appreciate your patience. They're now available and do expire on 12/7/16"The complainant contacted CARFAX again on November 28, 2016 and was told: "Okay, I see that you purchased an account on 08/02/2016 and Karen explained that we do not offer unlimited VINs and added 20. Then you purchased on 10/09/2016 knowing that we do not offer unlimited VINS and Justin added 15. CARFAX do not offer or advertise for unlimited VINs. As a final courtesy I have added 10. I am sorry that we will not be able to add any more after this. If you decide to repurchase the package that you purchase it what you would be able to access."The complainant contacted CARFAX again on February 2, 2017 and was told: "Our records actually show that your purchased expired back on 12-09-2016. As a one time courtesy, I will reactivate the 3 remaining Reports for another 30 days."The complainant contacted CARFAX again on May 2, 2017 and was told: "I have located your account and our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VIN account. I am sorry but since we have added extra VINs as courtesy since it appears that you were not aware that we do not offer Unlimited searches by VIN. However, we cannot add any more as it was a one time courtesy offer. . . It is unlimited by Plate and you still have access to plate until 05-16-2017. Our records show the Report were run by VIN. I am sorry but our records show that [another CARFAX representative] also explain she only add last 10 and we cannot add more. I am sorry. . . . I am sorry [redacted] but I have check our records and we have explain different times that we do not offer Unlimited search by VINs as a one time courtesy for that purchase we added extra VINs. I have check with management and we cannot add any more VINs. We have been very accommodating however unlimited VINs is not something we offer. I am sorry. . . . we have assisted you by adding extra Report even after explaining to you that we do not offer Unlimited report by VIN and on each chat, you have says okay Thank you."CARFAX does not offer or advertise unlimited CARFAX Reports by VIN. The CARFAX order page states, "Unlimited Reports by U.S. License Plate / Valid for 60 Days." This is also outlined in the Customer Agreement, to which the customer agreed and accepted before placing his three orders for the Unlimited License Plate plan. The purchases were on August 2, 2016, October 9, 2016, and March 16, 2017. The details of the plan were also provided to the complainant after each purchase on the purchase confirmation page, the receipt email, and within the account. Further, the customer contacted CARFAX several times, was told on five separate occasions that the plan is unlimited using the U.S. license plate, and confirmed that he understood each time. The details of those conversations are listed below. Lastly, the CARFAX Money Back Guarantee states that a refund is only issue if two or fewer CARFAX Reports have been run, but this account has run 65 CARFAX Reports and therefore does not qualify for a refund. The complainant contacted CARFAX on August 4, 2016 and was told: "I apologize for any inconvenience, CARFAX is currently not offering unlimited searches by VIN. Our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VINs account. However, as a one time courtesy for this purchased only, I can add 20 extra VINs for you to use before your account expires on 10-02-2016. And if you find that you need more before it expires, you can contact us back and we will be happy to see if we can add more."The complainant contacted CARFAX again on October 19, 2016 and was told: "The package is unlimited by license plate searches for 60 days, but I understand if the 5 VINs aren't enough. How many do you think you'll need for the package to be useful to you? . . . Sure I'll be happy to add 15 for you. . . I appreciate your patience. They're now available and do expire on 12/7/16"The complainant contacted CARFAX again on November 28, 2016 and was told: "Okay, I see that you purchased an account on 08/02/2016 and Karen explained that we do not offer unlimited VINs and added 20. Then you purchased on 10/09/2016 knowing that we do not offer unlimited VINS and Justin added 15. CARFAX do not offer or advertise for unlimited VINs. As a final courtesy I have added 10. I am sorry that we will not be able to add any more after this. If you decide to repurchase the package that you purchase it what you would be able to access."The complainant contacted CARFAX again on February 2, 2017 and was told: "Our records actually show that your purchased expired back on 12-09-2016. As a one time courtesy, I will reactivate the 3 remaining Reports for another 30 days."The complainant contacted CARFAX again on May 2, 2017 and was told: "I have located your account and our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VIN account. I am sorry but since we have added extra VINs as courtesy since it appears that you were not aware that we do not offer Unlimited searches by VIN. However, we cannot add any more as it was a one time courtesy offer. . . It is unlimited by Plate and you still have access to plate until 05-16-2017. Our records show the Report were run by VIN. I am sorry but our records show that [another CARFAX representative] also explain she only add last 10 and we cannot add more. I am sorry. . . . I am sorry [redacted] but I have check our records and we have explain different times that we do not offer Unlimited search by VINs as a one time courtesy for that purchase we added extra VINs. I have check with management and we cannot add any more VINs. We have been very accommodating however unlimited VINs is not something we offer. I am sorry. . . . we have assisted you by adding extra Report even after explaining to you that we do not offer Unlimited report by VIN and on each chat, you have says okay Thank you."
CARFAX does not offer or advertise an unlimited by VIN plan. The order page states that the plan is unlimited using the U.S. license 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.
CARFAX no longer offers the Unlimited License Plate plan, however the order page did state that the plan was unlimited using the U.S. license plate. We apologize for any confusion or misunderstanding and appreciate the feedback, as this helps us to provide better products and services to our...
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 $54.99. 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 $54.99 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 $15.00 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.
Unfortunately, we cannot provide details from the damage event due to our contractual agreement. The vehicle was serviced shortly after the event, it might be worth calling the service facility to see if they have any information on the damage.
Our customer support team has received the refund request case submitted through www.carfax.com and will respond directly to the customer this afternoon via email.
[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 the explanation does not make for an easy process of dealing with issues. It's unfortunate for customers that this is your policy.
Regards,
[redacted]
CARFAX does not have call center for consumers and offers help through email and live chat.We had live chat sessions with the customer at the following dates and times:10/16/2017 1:10 PM10/16/2017 1:25 PM10/17/2017 2:15 PM10/17/2017 2:40 PMThe customer submitted a Data Research Request on 10/13/2017...
4:49 PM, and we concluded our research and contacted the customer by email on 10/17/2017 3:07 PM.Research concluded that the structural damage was verified, which was further supported by the repair order the customer provided.
[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: This is the same runaround that they have been giving since I first complained-how can they say that my factual evidence proves or disproves their information when CARFAX will not print or share their information with me for validation. CARFAX requested the insurance history which we provided, they will not share any information and continue to hide their mistakes behind the same statement of no fact.
Regards,
[redacted]
Unfortunately, since the police report is an official document, we cannot misrepresent it. Since the police report did list the vehicle as involved, CARFAX had to report the accident for the vehicle listed. CARFAX does not have the authority to determine if any part of an official document is in error. Fortunately, the proper authority, the police department, did determine the vehicle was listed in error and the CARFAX Report has been updated. We cannot take the word of a vehicle owner that a police report is in error, and find that many individuals attempt to get CARFAX to remove valid and accurate information. I know the process is difficult and frustrating for the customer when the police report truly is in error; I hope the customer can at least appreciate that the next vehicle they buy did not have an accident record removed from its CARFAX Report based solely on the word of its owner.
We have been trying to resolve this directly with the customer. We have left messages but not heard back yet. The customer can discuss this matter directly with [redacted] at [redacted].
contact anyone under false pretenses, and especially would not pretend to be an interested consumer in order to get the seller to buy a CARFAX Report. I assure you that whoever contacted you is not affiliated with CARFAX in any way. Please contact our customer support team and we will be happy to issue you a full refund. http://support.carfax.com.
The CARFAX Buyback Guarantee clearly states that it only covers brand registrations issued by a DMV. The complainant has confirmed in their last response that Alberta did not issue a branded registration, they only flagged the vehicle as a salvage status, which is not covered by the CARFAX Buyback Guarantee.
Contrary to the complainant's assertion, CARFAX does not offer VIN only package options. The CARFAX order page, in the product selection section, has three offerings: 1 CARFAX Report by VIN or plate, 5 CARFAX Reports by VIN or plate, and "Unlimited CARFAX Reports only $54.99, Unlimited Reports...
by U.S. License Plate Valid for 60 Days." This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, as well as upon logging into the account. CARFAX does not offer or advertise an unlimited by VIN package.Running CARFAX Reports by license plate provides the same CARFAX Report as if run by VIN because the license plate is associated to that VIN in DMV records. While CARFAX does not have a call center for consumers, contact CARFAX's customer support is extremely simple. Every page on our website includes a Help button at the top of each page, and a Help link at the bottom of each page, which brings the customer to our Help Center. The link is also included in the receipt email sent to the customer. We receive an email from the customer at 9:10 AM this morning, and he initiated a live chat session with our customer support team at 10:55. While the customer did not respond to any of our questions within the live chat session, so we followed up with him via email at 11:27 AM today, stating the following:Good Morning Andrew, Thanks for contacting CARFAX. I'm sorry you're dissatisfied and that we do not have call center services at this time. I see that you made your purchase at about 11:30PM last night. Please be advised that sometimes it can take 24 hours for us to review, and respond to your request if the request is submitted outside of business hours. I apologize again for any delay. Also, we tried to communicate with you via chat this morning, but I'm not sure why we did not get a response. The full refund of $59.87 has been issued which should post in 3-5 business days on your statements, and your confirmation number for the refund is [redacted]. Please let me know if there is anything else we can take of for you.
CARFAX receives all of its information from its sources as electronic database files and does not receive paper copies of documents or perform any data entry. Thus, an error made by a data source may sometimes display on a CARFAX Report, and CARFAX has no way of knowing if any information...
contains an error until it is brought to our attention. The accident with airbag deployment was reported to CARFAX by the police department. Upon being contacted by the customer, CARFAX contacted the police department and ordered a copy of the police report. We are the mercy of the police department to process our order and provide the police report and are not able to expedite our order. The repair order provided by the customer shows that an airbag was not replaced, but we cannot assume that it did not deploy. A police report is also an official document that we cannot misrepresent, and thus we had to wait for the police report to arrive before the CARFAX Report could be updated. The police report arrived and it was in fact coded that the airbag did deploy, and thus the data provided to CARFAX was accurate. It is the responsibility of the vehicle owner to ensure that the police report is accurate at the time it is written. Fortunately, the narrative of the police report (which was not provided to CARFAX initially) specifically stated that the airbag did not deploy. This confirmed that the police report was coded in error by the investigating officer, which allowed CARFAX to remove the airbag deployment from the CARFAX Report.
This issue was resolved satisfactorily with the customer in June of 2015. It was not until March 29, 2016 that the customer contacted us again wanting a different resolution. In total from both cases, the customer left one voicemail, had 2 live chat sessions, and sent 29 emails (many of...
which were duplicates and were sent within minutes of each other). All of the customer's contacts were responded to by CARFAX timely, mostly within 5 minutes, and some in less than one business day. The subject of the complaint is that a police officer indicated that the customer's vehicle was involved in a hit and run accident. The customer provided documents to indicate that the vehicle did not sustain any damage (which the CARFAX Report stated since June of 2015), but did not provide any documents to indicate that the police report was in error and that the vehicle was not involved in an impact. On April 5, 2016, the customer provided the documents we had requested, and later that same day, we notified the customer that the accident had been removed from the CARFAX Report.
[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 never signed anything electronically or has car fax been able to produce proof that I did . Please keep this company from being able to continue these fraud practices ! I was a loyal customer for many years and yet they are allowed to refuse to cancel service . Please review the previous attached documents and see that this matter is going on a year already !!!! I have been asking to cancel service since last year FRAUD FRAUD
Regards,
[redacted]
When [redacted] purchased CARFAX Reports as a consumer, she agreed to the Customer Agreement, which states that running CARFAX Reports is for her personal use only and that commercial use would result in closing the account without refund and would result in a charge of $29.99 for every CARFAX Report...
run. Her account alone has run 1,373 CARFAX Reports, which would result in being charged a total of $41,176.27. She also mentioned that her company, [redacted], had 75 other employees purchasing consumer CARFAX accounts and running CARFAX Reports for commercial use, and those CARFAX Reports can also be billed at $29.99 each. While we do not intend to pursue this charge at this time, [redacted] and her fellow coworkers can sign up for a business account by contacting www.CarfaxBIG.com.
CARFAX does not offer or advertise unlimited CARFAX Reports by VIN, the complainant is well aware of this, and the account does not qualify for a refund.CARFAX does not offer or advertise unlimited CARFAX Reports by VIN. The CARFAX order page states, "Unlimited Reports by U.S. License Plate...
/ Valid for 60 Days." This is also outlined in the Customer Agreement, to which the customer agreed and accepted before placing his three orders for the Unlimited License Plate plan. The purchases were on August 2, 2016, October 9, 2016, and March 16, 2017. The details of the plan were also provided to the complainant after each purchase on the purchase confirmation page, the receipt email, and within the account. Further, the customer contacted CARFAX several times, was told on five separate occasions that the plan is unlimited using the U.S. license plate, and he confirmed that he understood each time. The details of those five conversations are listed below. Lastly, the CARFAX Money Back Guarantee states that a refund is only issued if two or fewer CARFAX Reports have been run, but this account has run 65 CARFAX Reports and therefore does not qualify for a refund.The complainant contacted CARFAX on August 4, 2016 and was told: "I apologize for any inconvenience, CARFAX is currently not offering unlimited searches by VIN. Our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VINs account. However, as a one time courtesy for this purchased only, I can add 20 extra VINs for you to use before your account expires on 10-02-2016. And if you find that you need more before it expires, you can contact us back and we will be happy to see if we can add more."The complainant contacted CARFAX again on October 19, 2016 and was told: "The package is unlimited by license plate searches for 60 days, but I understand if the 5 VINs aren't enough. How many do you think you'll need for the package to be useful to you? . . . Sure I'll be happy to add 15 for you. . . I appreciate your patience. They're now available and do expire on 12/7/16"The complainant contacted CARFAX again on November 28, 2016 and was told: "Okay, I see that you purchased an account on 08/02/2016 and Karen explained that we do not offer unlimited VINs and added 20. Then you purchased on 10/09/2016 knowing that we do not offer unlimited VINS and Justin added 15. CARFAX do not offer or advertise for unlimited VINs. As a final courtesy I have added 10. I am sorry that we will not be able to add any more after this. If you decide to repurchase the package that you purchase it what you would be able to access."The complainant contacted CARFAX again on February 2, 2017 and was told: "Our records actually show that your purchased expired back on 12-09-2016. As a one time courtesy, I will reactivate the 3 remaining Reports for another 30 days."The complainant contacted CARFAX again on May 2, 2017 and was told: "I have located your account and our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VIN account. I am sorry but since we have added extra VINs as courtesy since it appears that you were not aware that we do not offer Unlimited searches by VIN. However, we cannot add any more as it was a one time courtesy offer. . . It is unlimited by Plate and you still have access to plate until 05-16-2017. Our records show the Report were run by VIN. I am sorry but our records show that [another CARFAX representative] also explain she only add last 10 and we cannot add more. I am sorry. . . . I am sorry [redacted] but I have check our records and we have explain different times that we do not offer Unlimited search by VINs as a one time courtesy for that purchase we added extra VINs. I have check with management and we cannot add any more VINs. We have been very accommodating however unlimited VINs is not something we offer. I am sorry. . . . we have assisted you by adding extra Report even after explaining to you that we do not offer Unlimited report by VIN and on each chat, you have says okay Thank you."CARFAX does not offer or advertise unlimited CARFAX Reports by VIN. The CARFAX order page states, "Unlimited Reports by U.S. License Plate / Valid for 60 Days." This is also outlined in the Customer Agreement, to which the customer agreed and accepted before placing his three orders for the Unlimited License Plate plan. The purchases were on August 2, 2016, October 9, 2016, and March 16, 2017. The details of the plan were also provided to the complainant after each purchase on the purchase confirmation page, the receipt email, and within the account. Further, the customer contacted CARFAX several times, was told on five separate occasions that the plan is unlimited using the U.S. license plate, and confirmed that he understood each time. The details of those conversations are listed below. Lastly, the CARFAX Money Back Guarantee states that a refund is only issue if two or fewer CARFAX Reports have been run, but this account has run 65 CARFAX Reports and therefore does not qualify for a refund. The complainant contacted CARFAX on August 4, 2016 and was told: "I apologize for any inconvenience, CARFAX is currently not offering unlimited searches by VIN. Our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VINs account. However, as a one time courtesy for this purchased only, I can add 20 extra VINs for you to use before your account expires on 10-02-2016. And if you find that you need more before it expires, you can contact us back and we will be happy to see if we can add more."The complainant contacted CARFAX again on October 19, 2016 and was told: "The package is unlimited by license plate searches for 60 days, but I understand if the 5 VINs aren't enough. How many do you think you'll need for the package to be useful to you? . . . Sure I'll be happy to add 15 for you. . . I appreciate your patience. They're now available and do expire on 12/7/16"The complainant contacted CARFAX again on November 28, 2016 and was told: "Okay, I see that you purchased an account on 08/02/2016 and Karen explained that we do not offer unlimited VINs and added 20. Then you purchased on 10/09/2016 knowing that we do not offer unlimited VINS and Justin added 15. CARFAX do not offer or advertise for unlimited VINs. As a final courtesy I have added 10. I am sorry that we will not be able to add any more after this. If you decide to repurchase the package that you purchase it what you would be able to access."The complainant contacted CARFAX again on February 2, 2017 and was told: "Our records actually show that your purchased expired back on 12-09-2016. As a one time courtesy, I will reactivate the 3 remaining Reports for another 30 days."The complainant contacted CARFAX again on May 2, 2017 and was told: "I have located your account and our records show you have purchased our 60 Day Unlimited search by U.S Plates and 5 VIN account. I am sorry but since we have added extra VINs as courtesy since it appears that you were not aware that we do not offer Unlimited searches by VIN. However, we cannot add any more as it was a one time courtesy offer. . . It is unlimited by Plate and you still have access to plate until 05-16-2017. Our records show the Report were run by VIN. I am sorry but our records show that [another CARFAX representative] also explain she only add last 10 and we cannot add more. I am sorry. . . . I am sorry [redacted] but I have check our records and we have explain different times that we do not offer Unlimited search by VINs as a one time courtesy for that purchase we added extra VINs. I have check with management and we cannot add any more VINs. We have been very accommodating however unlimited VINs is not something we offer. I am sorry. . . . we have assisted you by adding extra Report even after explaining to you that we do not offer Unlimited report by VIN and on each chat, you have says okay Thank you."
On June 10, 2015, CARFAX resolved this matter directly with the customer.
CARFAX does not offer or advertise an unlimited by VIN plan. The order page states that the plan is unlimited using the U.S. license 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.
CARFAX no longer offers the Unlimited License Plate plan, however the order page did state that the plan was unlimited using the U.S. license plate. We apologize for any confusion or misunderstanding and appreciate the feedback, as this helps us to provide better products and services to our...
customers.
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 $54.99. 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 $54.99 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 $15.00 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.
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Unfortunately, we cannot provide details from the damage event due to our contractual agreement. The vehicle was serviced shortly after the event, it might be worth calling the service facility to see if they have any information on the damage.
Our customer support team has received the refund request case submitted through www.carfax.com and will respond directly to the customer this afternoon via email.
[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 the explanation does not make for an easy process of dealing with issues. It's unfortunate for customers that this is your policy.
Regards,
[redacted]
CARFAX does not have call center for consumers and offers help through email and live chat.We had live chat sessions with the customer at the following dates and times:10/16/2017 1:10 PM10/16/2017 1:25 PM10/17/2017 2:15 PM10/17/2017 2:40 PMThe customer submitted a Data Research Request on 10/13/2017...
4:49 PM, and we concluded our research and contacted the customer by email on 10/17/2017 3:07 PM.Research concluded that the structural damage was verified, which was further supported by the repair order the customer provided.
[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: This is the same runaround that they have been giving since I first complained-how can they say that my factual evidence proves or disproves their information when CARFAX will not print or share their information with me for validation. CARFAX requested the insurance history which we provided, they will not share any information and continue to hide their mistakes behind the same statement of no fact.
Regards,
[redacted]
This was resolved directly with the customer on August 8, 2017 via email.
Unfortunately, since the police report is an official document, we cannot misrepresent it. Since the police report did list the vehicle as involved, CARFAX had to report the accident for the vehicle listed. CARFAX does not have the authority to determine if any part of an official document is in error. Fortunately, the proper authority, the police department, did determine the vehicle was listed in error and the CARFAX Report has been updated. We cannot take the word of a vehicle owner that a police report is in error, and find that many individuals attempt to get CARFAX to remove valid and accurate information. I know the process is difficult and frustrating for the customer when the police report truly is in error; I hope the customer can at least appreciate that the next vehicle they buy did not have an accident record removed from its CARFAX Report based solely on the word of its owner.
We have been trying to resolve this directly with the customer. We have left messages but not heard back yet. The customer can discuss this matter directly with [redacted] at [redacted].
CARFAX, its agents or employees, would never...
contact anyone under false pretenses, and especially would not pretend to be an interested consumer in order to get the seller to buy a CARFAX Report. I assure you that whoever contacted you is not affiliated with CARFAX in any way. Please contact our customer support team and we will be happy to issue you a full refund. http://support.carfax.com.
The CARFAX Buyback Guarantee clearly states that it only covers brand registrations issued by a DMV. The complainant has confirmed in their last response that Alberta did not issue a branded registration, they only flagged the vehicle as a salvage status, which is not covered by the CARFAX Buyback Guarantee.