The CARFAX Vehicle History Report is not an assurance that a vehicle is free from prior damage. A CARFAX Report would state that no damage has been reported to CARFAX, and also state that, since not all information including problems is reported to CARFAX, the CARFAX Report should always be...
used along with a pre-purchase vehicle inspection and thorough test drive. Based on the details provided, a vehicle inspection would have uncovered the prior damage in this case.
[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]
On June 23, CARFAX sent the complainant the follow response via email:[redacted], [redacted] has asked me to review your case. The Unlimited plan is not limited to five CARFAX Reports, as suggested in your email. As it states on the order page, the Unlimited plan is unlimited using the U.S...
license plate for 60 days. The plan includes five CARFAX Reports by VIN for those cases where the license plate is not available in our database, but it is a license plate plan. The details of the plan are listed in several places before, during, and after purchase. For example, the details are stated in the product selection box on the order page, "Unlimited Reports by U.S. License Plate / Valid for 60 Days". It also lists the details in the Customer Agreement, to which you must check the box that you read and accept before placing your order. I am sorry for any dissatisfaction or misunderstanding, but unfortunately the account it not eligible for a refund. [redacted] has reset the account, giving you back five CARFAX Reports by VIN, and it looks like one VIN has been run already. Best regards, Vince L[redacted] Manager, Product Support and Data Escalations
Date: Fri, Jan 27, 2017 at 11:24 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: Revdex.com <[email protected]>[redacted],The customer’s account was reactivated on 12/14/2016, and her account manager attempted a visit with her but the store was closing at the time. If this matter has not been resolved, she may contact her account manager and request to speak with his supervisor. Best regards, Vince L
[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:Every vehicle in Alberta receives Salvage title in the same way. Salvage status has been reported by DMV and not included on the report. Basically, when Carfax says they guarantee no title problems, in reality they do not guarantee it. I am as a consumer, not protected from anything then. The Carfax promise is worthless.My vehicle has received Salvage status in March, 2014. DMV changed the vehicle title to Salvage. In Alberta, Salvage vehicle cannot be registered. Any vehicle that is salvaged cannot be registered. I run a report on December 17, 2015. Carfax had plenty of time to report an updated status of the vehicle.Carfax is failing to stand by the guarantee. It is obvious that Carfax is coming up with excuses, in order not to stand by they guarantee. Basically, any consumer can end up in the same situation as I am and Carfax will say that it is not their fault, therefore denying the claim.
Regards,
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Please refer to prior missives.Carfax has in its possession all the information regarding this issue. [redacted] of Santa Barbara, California did the work on the car. The Carfax report does not reflect the information that [redacted] has. Carfax refuses to disclose anything to me regarding this issue. Carfax could determine what was done to the car by contacting [redacted]. Carfax refuses to do this. Carfax has no intention of trying to resolve this dispute. Carfax has always had access to the information contained in its report. By delaying 20 months before making a public report of erroneous information, Carfax has done harm to me. There is no way Carfax should have a good Revdex.com rating. Because Carfax refuses to take any steps to verify its information, Carfax should have an F rating.
Regards,
[redacted]
A police department in Tennessee is reporting that the airbags were deployed during a motor vehicle accident. If the police department made an error, please contact the police department to get the police report corrected. Once the police report reflects that the airbags did not...
deployment, submit a copy of the police report to CARFAX's research team using the below Data Research Request form.http://support.carfax.com/C_datarequest
On 9/29/2015, I emailed the customer the following response:[redacted] has asked me to review your case. While we cannot release to you the information we have due to our contractual obligation with the source, we have verified that the reason the vehicle was sold at the auction under the...
structural damage announcement is it had structural damage. I am sorry if that was not made clear to you previously. While some minor damage to rear of the vehicle was mentioned, that was not the cause of the announcement; the vehicle sustained significant damage to its structure in other areas. I appreciate that the car was repaired so well, but it did sustain structural damage and we cannot remove this from the CARFAX Report. Respectfully, [redacted] Manager, Product Support and Data Escalations
Complaint: [redacted]
I am rejecting this response because:
Why post a report 14 months after the fact. I bought the truck 13 months after the accident. I can not trade the truck to a dealer now because it does not have a clean Carfax without taking a big loss. Buyers respect Carfax reports and I purchased the truck with a clean Carfax. I paid top dollar because it had the clean Carfax. Now I'm suffering a substantial financial loss because Carfax chose to add the accident 14 months after the fact.
Regards,
[redacted]
Date: Thu, Sep 14, 2017 at 12:27 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], As explained to the customer via email on 8/16/2017, CARFAX does not remove...
accurate and important information from the CARFAX Report, nor is accurate and important information rejected simply due to its age. The source and information is confidential and cannot be released. The records were not available to CARFX prior to December 2016, which is why every CARFAX Report states that not all sources report to CARFAX at the moment a CARFAX Report us run, which means newly reported information, even older, archived records, will result in a change to the CARFAX Report. Best regards, Vince L
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.
On 3/19/2015, an account was created by a consumer on our free service, myCARFAX.com, using the email address of [redacted]. The consumer also added a vehicle to the service, a 2014 [redacted]. If the consumer no longer wishes to receive emails from this service, or if...
someone else entered in his email address in error, he need only complete the unsubscribe form, located here: http://[redacted]
On 7/24/2015, CARFAX sent the customer the below email, and in previous emails requested letters from his insurance company and the towing company.Hi [redacted] We receive electronically-submitted vehicle history records from our data sources which are loaded directly onto the CARFAX Vehicle...
History Report. We do not receive paper copies of documents or perform any data entry. Our source reported that the vehicle was towed due to an accident, and the source verified this information. Therefore, the CARFAX Report is correct in stating that an accident record has been reported to CARFAX. We cannot provide what information we have on this vehicle due to our contractual obligation to keep this information confidential, however the information that has been provided is consistent with an accident and not simply being stuck in the mud. This has already been verified by our source, and therefore unless you can provide documentation to state otherwise, we must continue reporting the information as reported by the source. I am sorry if you feel must exercise your right to seek other actions, but we cannot remove this record without independent documentation to show that the data source is incorrect. Without such documentation, there is nothing further with which we can assist you.
CARFAX can only report what has been reported to it by data sources. The CARFAX Report states that damage was reported to CARFAX, which is correct. CARFAX relies on its sources for the accuracy and completeness of its information. Every CARFAX Report states this, and thus recommends a pre-purchase vehicle inspection to check for hidden damage and prior repairs. CARFAX research concludes that the damage record is reported correctly and therefore cannot be removed from the CARFAX Report, nor can we provide any details because that information is confidential and proprietary.
The damage record was reported and available for display on the CARFAX Report at that time because the data source had not signed up to provide information to CARFAX until then, and therefore CARFAX had no way of knowing about the record before it was reported to CARFAX. Every CARFAX Report...
states that not all information, including problems, is reported to CARFAX at the moment a CARFAX Report is run, and that CARFAX relies solely on data sources for its information; therefore, every CARFAX Report should be used along with a pre-purchase vehicle inspection and thorough test drive to check for any prior damage or hidden problems.
Due to privacy laws, CARFAX does not receive any personally-identifying information, including names and addresses, from any of its data sources. CARFAX can only estimate ownership transfers based on information from its sources. Every CARFAX Report states that ownership information is...
estimated in at least six places, and, therefore, we cannot offer compensation for errors in ownership. The customer first contacted us about an ownership discrepancy in August of 2015, and CARFAX sent a request to the Pennsylvania DMV to verify any changes in ownership. The DMV provided a response on September 14, 2015, indicating that the vehicle had four owners, and, therefore, CARFAX updated its records to show that the customer was the third owner, which was her request. I apologize that we were not able to resolve this sooner; as stated on each CARFAX Report, we are dependent upon our sources for the accuracy of our information.
CARFAX verified that this vehicle was sold and announced as having structural damage on 03/14/2014. This was relayed to the customer via email on 02/02/2017.
The complainant misrepresents the CARFAX order page. As was pointed out in the complaint, the order page states that the Unlimited Plan is unlimited using the U.S. license plate. This is not a VIN plan and only includes five VINs as a courtesy. The CARFAX system takes into account...
license plate and ownership changes, and therefore only returns vehicle history information for the vehicle that currently has that plate - providing the same CARFAX Report as if run by VIN. The customer checked the box indicating they read and agreed to the Customer Agreement, which also outlines that a license plate is required to run a CARFAX Report for the Unlimited option. These details were also outlined in the purchase confirmation page, the receipt email, and within the account post login. CARFAX does not offer or advertise an unlimited-by-VIN plan. The complainant should contact CARFAX's customer support team to discuss adjustments to their including, including adding more CARFAX Reports by VIN. http://support.carfax.com/c_contactus
Date: Wed, Nov 8, 2017 at 1:48 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], CARFAX confirmed directly with the body shop that inspected the vehicle that the...
structure had been damaged, and therefore structural damage must remain on the CARFAX Report. Every CARFAX Report states that not all information is reported to CARFAX, that CARFAX can only report what is available for display in its database at that moment, and therefore the CARFAX Report should not be used for sole reliance. Best regards, Vince L
The CARFAX Vehicle History Report is not an assurance that a vehicle is free from prior damage. A CARFAX Report would state that no damage has been reported to CARFAX, and also state that, since not all information including problems is reported to CARFAX, the CARFAX Report should always be...
used along with a pre-purchase vehicle inspection and thorough test drive. Based on the details provided, a vehicle inspection would have uncovered the prior damage in this case.
[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]
On June 23, CARFAX sent the complainant the follow response via email:[redacted], [redacted] has asked me to review your case. The Unlimited plan is not limited to five CARFAX Reports, as suggested in your email. As it states on the order page, the Unlimited plan is unlimited using the U.S...
license plate for 60 days. The plan includes five CARFAX Reports by VIN for those cases where the license plate is not available in our database, but it is a license plate plan. The details of the plan are listed in several places before, during, and after purchase. For example, the details are stated in the product selection box on the order page, "Unlimited Reports by U.S. License Plate / Valid for 60 Days". It also lists the details in the Customer Agreement, to which you must check the box that you read and accept before placing your order. I am sorry for any dissatisfaction or misunderstanding, but unfortunately the account it not eligible for a refund. [redacted] has reset the account, giving you back five CARFAX Reports by VIN, and it looks like one VIN has been run already. Best regards, Vince L[redacted] Manager, Product Support and Data Escalations
Date: Fri, Jan 27, 2017 at 11:24 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: Revdex.com <[email protected]>[redacted],The customer’s account was reactivated on 12/14/2016, and her account manager attempted a visit with her but the store was closing at the time. If this matter has not been resolved, she may contact her account manager and request to speak with his supervisor. Best regards, Vince L
[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:Every vehicle in Alberta receives Salvage title in the same way. Salvage status has been reported by DMV and not included on the report. Basically, when Carfax says they guarantee no title problems, in reality they do not guarantee it. I am as a consumer, not protected from anything then. The Carfax promise is worthless.My vehicle has received Salvage status in March, 2014. DMV changed the vehicle title to Salvage. In Alberta, Salvage vehicle cannot be registered. Any vehicle that is salvaged cannot be registered. I run a report on December 17, 2015. Carfax had plenty of time to report an updated status of the vehicle.Carfax is failing to stand by the guarantee. It is obvious that Carfax is coming up with excuses, in order not to stand by they guarantee. Basically, any consumer can end up in the same situation as I am and Carfax will say that it is not their fault, therefore denying the claim.
Regards,
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Please refer to prior missives.Carfax has in its possession all the information regarding this issue. [redacted] of Santa Barbara, California did the work on the car. The Carfax report does not reflect the information that [redacted] has. Carfax refuses to disclose anything to me regarding this issue. Carfax could determine what was done to the car by contacting [redacted]. Carfax refuses to do this. Carfax has no intention of trying to resolve this dispute. Carfax has always had access to the information contained in its report. By delaying 20 months before making a public report of erroneous information, Carfax has done harm to me. There is no way Carfax should have a good Revdex.com rating. Because Carfax refuses to take any steps to verify its information, Carfax should have an F rating.
Regards,
[redacted]
A police department in Tennessee is reporting that the airbags were deployed during a motor vehicle accident. If the police department made an error, please contact the police department to get the police report corrected. Once the police report reflects that the airbags did not...
deployment, submit a copy of the police report to CARFAX's research team using the below Data Research Request form.http://support.carfax.com/C_datarequest
On 9/29/2015, I emailed the customer the following response:[redacted] has asked me to review your case. While we cannot release to you the information we have due to our contractual obligation with the source, we have verified that the reason the vehicle was sold at the auction under the...
structural damage announcement is it had structural damage. I am sorry if that was not made clear to you previously. While some minor damage to rear of the vehicle was mentioned, that was not the cause of the announcement; the vehicle sustained significant damage to its structure in other areas. I appreciate that the car was repaired so well, but it did sustain structural damage and we cannot remove this from the CARFAX Report. Respectfully, [redacted] Manager, Product Support and Data Escalations
Complaint: [redacted]
I am rejecting this response because:
Why post a report 14 months after the fact. I bought the truck 13 months after the accident. I can not trade the truck to a dealer now because it does not have a clean Carfax without taking a big loss. Buyers respect Carfax reports and I purchased the truck with a clean Carfax. I paid top dollar because it had the clean Carfax. Now I'm suffering a substantial financial loss because Carfax chose to add the accident 14 months after the fact.
Regards,
[redacted]
Date: Thu, Sep 14, 2017 at 12:27 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], As explained to the customer via email on 8/16/2017, CARFAX does not remove...
accurate and important information from the CARFAX Report, nor is accurate and important information rejected simply due to its age. The source and information is confidential and cannot be released. The records were not available to CARFX prior to December 2016, which is why every CARFAX Report states that not all sources report to CARFAX at the moment a CARFAX Report us run, which means newly reported information, even older, archived records, will result in a change to the CARFAX Report. Best regards, Vince L
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.
On 3/19/2015, an account was created by a consumer on our free service, myCARFAX.com, using the email address of [redacted]. The consumer also added a vehicle to the service, a 2014 [redacted]. If the consumer no longer wishes to receive emails from this service, or if...
someone else entered in his email address in error, he need only complete the unsubscribe form, located here: http://[redacted]
On 7/24/2015, CARFAX sent the customer the below email, and in previous emails requested letters from his insurance company and the towing company.Hi [redacted] We receive electronically-submitted vehicle history records from our data sources which are loaded directly onto the CARFAX Vehicle...
History Report. We do not receive paper copies of documents or perform any data entry. Our source reported that the vehicle was towed due to an accident, and the source verified this information. Therefore, the CARFAX Report is correct in stating that an accident record has been reported to CARFAX. We cannot provide what information we have on this vehicle due to our contractual obligation to keep this information confidential, however the information that has been provided is consistent with an accident and not simply being stuck in the mud. This has already been verified by our source, and therefore unless you can provide documentation to state otherwise, we must continue reporting the information as reported by the source. I am sorry if you feel must exercise your right to seek other actions, but we cannot remove this record without independent documentation to show that the data source is incorrect. Without such documentation, there is nothing further with which we can assist you.
CARFAX can only report what has been reported to it by data sources. The CARFAX Report states that damage was reported to CARFAX, which is correct. CARFAX relies on its sources for the accuracy and completeness of its information. Every CARFAX Report states this, and thus recommends a pre-purchase vehicle inspection to check for hidden damage and prior repairs. CARFAX research concludes that the damage record is reported correctly and therefore cannot be removed from the CARFAX Report, nor can we provide any details because that information is confidential and proprietary.
The damage record was reported and available for display on the CARFAX Report at that time because the data source had not signed up to provide information to CARFAX until then, and therefore CARFAX had no way of knowing about the record before it was reported to CARFAX. Every CARFAX Report...
states that not all information, including problems, is reported to CARFAX at the moment a CARFAX Report is run, and that CARFAX relies solely on data sources for its information; therefore, every CARFAX Report should be used along with a pre-purchase vehicle inspection and thorough test drive to check for any prior damage or hidden problems.
Due to privacy laws, CARFAX does not receive any personally-identifying information, including names and addresses, from any of its data sources. CARFAX can only estimate ownership transfers based on information from its sources. Every CARFAX Report states that ownership information is...
estimated in at least six places, and, therefore, we cannot offer compensation for errors in ownership. The customer first contacted us about an ownership discrepancy in August of 2015, and CARFAX sent a request to the Pennsylvania DMV to verify any changes in ownership. The DMV provided a response on September 14, 2015, indicating that the vehicle had four owners, and, therefore, CARFAX updated its records to show that the customer was the third owner, which was her request. I apologize that we were not able to resolve this sooner; as stated on each CARFAX Report, we are dependent upon our sources for the accuracy of our information.
CARFAX verified that this vehicle was sold and announced as having structural damage on 03/14/2014. This was relayed to the customer via email on 02/02/2017.
CARFAX resolved this matter with the customer on 7/21 via a compromise of adding a repair record to the CARFAX Report.
The complainant misrepresents the CARFAX order page. As was pointed out in the complaint, the order page states that the Unlimited Plan is unlimited using the U.S. license plate. This is not a VIN plan and only includes five VINs as a courtesy. The CARFAX system takes into account...
license plate and ownership changes, and therefore only returns vehicle history information for the vehicle that currently has that plate - providing the same CARFAX Report as if run by VIN. The customer checked the box indicating they read and agreed to the Customer Agreement, which also outlines that a license plate is required to run a CARFAX Report for the Unlimited option. These details were also outlined in the purchase confirmation page, the receipt email, and within the account post login. CARFAX does not offer or advertise an unlimited-by-VIN plan. The complainant should contact CARFAX's customer support team to discuss adjustments to their including, including adding more CARFAX Reports by VIN. http://support.carfax.com/c_contactus
Date: Wed, Nov 8, 2017 at 1:48 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], CARFAX confirmed directly with the body shop that inspected the vehicle that the...
structure had been damaged, and therefore structural damage must remain on the CARFAX Report. Every CARFAX Report states that not all information is reported to CARFAX, that CARFAX can only report what is available for display in its database at that moment, and therefore the CARFAX Report should not be used for sole reliance. Best regards, Vince L