The customer contact CARFAX's customer support team if they are not satisfied with their purchase: http://support.carfax.com/c_contactus. The product selection box on the CARFAX order page states "Unlimited CARFAX Reports only $54.99, Unlimited Reports by U.S. License Plate, Valid for 60...
Days". While it does include five CARFAX Reports by VIN as a courtesy, this is a license plate only plan as outlined on the order page. When running CARFAX Reports by VIN, the account page counts down the number of VIN searches remaining, "You have 4 CARFAX reports remaining that you can run by VIN."
CARFAX confirmed that the right apron for the vehicle was repaired, which is a structural repair. This information was provided to the customer via email on 9/10/2015.
We could not locate any contact with this customer under the provided email address. The only purchase we could locate is from January, which has since expired. The order page of the Unlimited plan states that it is unlimited using the U.S license plate for 60 days. The plan does...
include five VINs for cases where plate information is not available, but it is a license plate plan. Had the customer contacted our customer support team, we could have worked with them to make adjustments to their account. Unfortunately, since the account is expired, we cannot make any adjustments at this time.
Date: Fri, Mar 31, 2017 at 2:59 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #12018777.To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], I offer the following response to this complaint. I spoke with the...
complainant on January 20, 2017. I explained that every CARFAX Reports states that it can only report what has been reported to CARFAX at that moment, that other information about the vehicle, including problems and accidents, may not have been reported, and therefore we always encourage a vehicle inspection prior to purchase. Because the CARFAX Report clearly explained that other information, such as accidents, might not yet have been reported, CARFAX does not offer compensation when an accident is reported to us. The complainant was not interested in discussing the matter further. Please let me know if you have any questions.Best regards, Vince L
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.
The customer contacted us on 03/24/2016 and was provided 25 extra VIN searches to their account and was asked to notify us if they would rather have a refund instead.
If the customer would like to discuss their account options further, he can contact our customer support team through our Help Center at: http://support.carfax.com/c_contactus or respond to the original e-mail from our customer service department.
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.
If the customer would like to discuss their account options further or to request a refund, he can contact our customer support team through our Help Center at: http://support.carfax.com/c_contactus
Or contact us via live chat located at the bottom right of the same page.
CARFAX resolved this directly with the customer. The CARFAX Report does not indicate that the frame sustained any damage or required any repairs. The damage was to the rear structure of the vehicle, which was confirmed to be correct by the collision repair facility.
[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: Unless there is another "plan" hidden somewhere in your so called agreement, the plan CLEARLY states Pay Per Vin, not pay for 10, then ........................you charge whatever you want.
Regards,
[redacted]
CARFAX does not offer or advertise an unlimited by VIN plan. The product selection box on the CARFAX order page states that the plan is unlimited using the license plate. On 10/16/2015, CARFAX sent the following email to the customer:Most of our customers find that five VINs meet their...
needs, but in some cases, such as yours, five VINs aren’t enough to find your next used car. Therefore I have added 25 more VINs to your account to use until your purchase expires on 12/10/2015. If you need any more VINs before then, please contact us again and we’ll be happy to add more. If you would still prefer a refund instead of the extra VIN reports, please let me know and I will be happy to process a refund back to your card. Please let me know if you have any questions.
[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: That business has been closed for years. I ran it from my home which is the same address. I cannot change that. My email has always been the same and I should not have to change that as well to suit you. When I enter my [redacted] email your system automatically fills in the blanks not me and you know that. It is pathetic that you would work with me on this matter. I have said multiple times that you can check for an active licence for [redacted]. Therefore I am not an active business. Revdex.com: What if any steps or actions can be taken next to help. The last message I received said carfax considers this case resolved which is clearly not the case. I have provided overwhelming evidence that I am not a dealer. They have obviously taken my money and will not work with me. There is no laws stating that if I close my home based business thay I have to move or change my email accounts. [redacted].com has been my primary account long before I started [redacted] auto. Thanks
Regards,
[redacted]
The document states that the vehicle has been inspected as of 12/09/2015, which indicates that the vehicle had prior damage. The CARFAX Report told the customer, before he purchased the vehicle, that it had been damaged in an accident, and since not all information, including problems, is reported to CARFAX, also suggested that he get the inspected before he buys it. If the prior damage and repairs are visible during an inspection now, they would have been more so evident had the customer taken the vehicle for an inspection prior to purchase. The customer did not follow the suggestion on the CARFAX Report to get the vehicle inspected before he makes his purchase decision. Further, the customer himself has since been in an accident with this vehicle, which means that any of the damage indicated in the inspection could have been caused by his own accident. Therefore, CARFAX has not done anything wrong and is not able to offer anything to resolve this.
Sorry about any misunderstanding regarding the unlimited license plate plan! Our customer support team would be happy to adjust your account for you. https://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.]
Better Business...
Bureau:
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]
From: <[email protected]>Date: Tue, Oct 27, 2015 at 6:25 PMSubject: Car Fax ComplaintTo: "[email protected]" <[email protected]>RE: Complaint : #[redacted]To Whom it May Concern; I appreciate the Revdex.com's effort and helping to rectify my recent issue with Car Fax. However, Car Fax refuses to rectify my concern. Please I ask you not to make on their public profile that my complaint was closed as satisfactory as I am now having to pursue other options to try to get my money back because the car I purchased the car fax report was wrong. I would hope that the Revdex.com can understand that by making my complaint closed as "satisfactory" is misleading to other potential customer's of Car Fax. Thank you[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:We have spoken to the auto body repair shop and they are stating that this is NOT structural damage. Only cosmetic damage was done to the vehicle. Are we sure that someone didn't code something incorrectly along the way of this repair? What information do I need to convince you this is NOT structural damage? I will be contacting the Attorney General next.
Regards,
[redacted]
The CARFAX Research Team is happy to research the ownership reported by the [redacted] and make any necessary corrections. Please complete a Data Research Request form to get started on the process. [redacted]
A Texas police department reported the accident records to CARFAX. Upon receiving the customer's dispute, CARFAX contacted the police department and verified each accident directly with the police department. Due to Texas Transportation Code Section 550.065, accident information is...
privilege and confidential, and thus by law CARFAX cannot release any details of the accidents to the customer. The customer must work directly with the police department to obtain copies of the police reports. The accidents have been verified, but due to Texas law, CARFAX cannot release any additional details about the accidents.
In the late evening of August 10, 2016, the customer sent CARFAX a corrected police report showing that the customer's vehicle had been reported by the police department as involved in the accident in error. The morning of August 11, 2016, CARFAX verified that the erroneous police report had...
been corrected, removed the accident report from the CARFAX Report, and notified the customer via email.
The customer contact CARFAX's customer support team if they are not satisfied with their purchase: http://support.carfax.com/c_contactus. The product selection box on the CARFAX order page states "Unlimited CARFAX Reports only $54.99, Unlimited Reports by U.S. License Plate, Valid for 60...
Days". While it does include five CARFAX Reports by VIN as a courtesy, this is a license plate only plan as outlined on the order page. When running CARFAX Reports by VIN, the account page counts down the number of VIN searches remaining, "You have 4 CARFAX reports remaining that you can run by VIN."
CARFAX confirmed that the right apron for the vehicle was repaired, which is a structural repair. This information was provided to the customer via email on 9/10/2015.
We could not locate any contact with this customer under the provided email address. The only purchase we could locate is from January, which has since expired. The order page of the Unlimited plan states that it is unlimited using the U.S license plate for 60 days. The plan does...
include five VINs for cases where plate information is not available, but it is a license plate plan. Had the customer contacted our customer support team, we could have worked with them to make adjustments to their account. Unfortunately, since the account is expired, we cannot make any adjustments at this time.
Date: Fri, Mar 31, 2017 at 2:59 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #12018777.To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], I offer the following response to this complaint. I spoke with the...
complainant on January 20, 2017. I explained that every CARFAX Reports states that it can only report what has been reported to CARFAX at that moment, that other information about the vehicle, including problems and accidents, may not have been reported, and therefore we always encourage a vehicle inspection prior to purchase. Because the CARFAX Report clearly explained that other information, such as accidents, might not yet have been reported, CARFAX does not offer compensation when an accident is reported to us. The complainant was not interested in discussing the matter further. Please let me know if you have any questions.Best regards, Vince L
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.
The customer contacted us on 03/24/2016 and was provided 25 extra VIN searches to their account and was asked to notify us if they would rather have a refund instead.
If the customer would like to discuss their account options further, he can contact our customer support team through our Help Center at: http://support.carfax.com/c_contactus or respond to the original e-mail from our customer service department.
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.
If the customer would like to discuss their account options further or to request a refund, he can contact our customer support team through our Help Center at: http://support.carfax.com/c_contactus
Or contact us via live chat located at the bottom right of the same page.
The CARFAX Vehicle History Report does not state that frame damage was reported.
CARFAX resolved this directly with the customer. The CARFAX Report does not indicate that the frame sustained any damage or required any repairs. The damage was to the rear structure of the vehicle, which was confirmed to be correct by the collision repair facility.
[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: Unless there is another "plan" hidden somewhere in your so called agreement, the plan CLEARLY states Pay Per Vin, not pay for 10, then ........................you charge whatever you want.
Regards,
[redacted]
CARFAX does not offer or advertise an unlimited by VIN plan. The product selection box on the CARFAX order page states that the plan is unlimited using the license plate. On 10/16/2015, CARFAX sent the following email to the customer:Most of our customers find that five VINs meet their...
needs, but in some cases, such as yours, five VINs aren’t enough to find your next used car. Therefore I have added 25 more VINs to your account to use until your purchase expires on 12/10/2015. If you need any more VINs before then, please contact us again and we’ll be happy to add more. If you would still prefer a refund instead of the extra VIN reports, please let me know and I will be happy to process a refund back to your card. Please let me know if you have any questions.
[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: That business has been closed for years. I ran it from my home which is the same address. I cannot change that. My email has always been the same and I should not have to change that as well to suit you. When I enter my [redacted] email your system automatically fills in the blanks not me and you know that. It is pathetic that you would work with me on this matter. I have said multiple times that you can check for an active licence for [redacted]. Therefore I am not an active business. Revdex.com: What if any steps or actions can be taken next to help. The last message I received said carfax considers this case resolved which is clearly not the case. I have provided overwhelming evidence that I am not a dealer. They have obviously taken my money and will not work with me. There is no laws stating that if I close my home based business thay I have to move or change my email accounts. [redacted].com has been my primary account long before I started [redacted] auto. Thanks
Regards,
[redacted]
CARFAX concluded its research of the accident on 2/27/2017, removing the accident and notifying the customer via email.
The document states that the vehicle has been inspected as of 12/09/2015, which indicates that the vehicle had prior damage. The CARFAX Report told the customer, before he purchased the vehicle, that it had been damaged in an accident, and since not all information, including problems, is reported to CARFAX, also suggested that he get the inspected before he buys it. If the prior damage and repairs are visible during an inspection now, they would have been more so evident had the customer taken the vehicle for an inspection prior to purchase. The customer did not follow the suggestion on the CARFAX Report to get the vehicle inspected before he makes his purchase decision. Further, the customer himself has since been in an accident with this vehicle, which means that any of the damage indicated in the inspection could have been caused by his own accident. Therefore, CARFAX has not done anything wrong and is not able to offer anything to resolve this.
Sorry about any misunderstanding regarding the unlimited license plate plan! Our customer support team would be happy to adjust your account for you. https://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.]
Better Business...
Bureau:
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]
From: <[email protected]>Date: Tue, Oct 27, 2015 at 6:25 PMSubject: Car Fax ComplaintTo: "[email protected]" <[email protected]>RE: Complaint : #[redacted]To Whom it May Concern; I appreciate the Revdex.com's effort and helping to rectify my recent issue with Car Fax. However, Car Fax refuses to rectify my concern. Please I ask you not to make on their public profile that my complaint was closed as satisfactory as I am now having to pursue other options to try to get my money back because the car I purchased the car fax report was wrong. I would hope that the Revdex.com can understand that by making my complaint closed as "satisfactory" is misleading to other potential customer's of Car Fax. Thank you[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:We have spoken to the auto body repair shop and they are stating that this is NOT structural damage. Only cosmetic damage was done to the vehicle. Are we sure that someone didn't code something incorrectly along the way of this repair? What information do I need to convince you this is NOT structural damage? I will be contacting the Attorney General next.
Regards,
[redacted]
The CARFAX Research Team is happy to research the ownership reported by the [redacted] and make any necessary corrections. Please complete a Data Research Request form to get started on the process. [redacted]
A Texas police department reported the accident records to CARFAX. Upon receiving the customer's dispute, CARFAX contacted the police department and verified each accident directly with the police department. Due to Texas Transportation Code Section 550.065, accident information is...
privilege and confidential, and thus by law CARFAX cannot release any details of the accidents to the customer. The customer must work directly with the police department to obtain copies of the police reports. The accidents have been verified, but due to Texas law, CARFAX cannot release any additional details about the accidents.
In the late evening of August 10, 2016, the customer sent CARFAX a corrected police report showing that the customer's vehicle had been reported by the police department as involved in the accident in error. The morning of August 11, 2016, CARFAX verified that the erroneous police report had...
been corrected, removed the accident report from the CARFAX Report, and notified the customer via email.