The account was subject to the terms of a contact. The contract was not up until 8/25/16, so the account must be paid up for services available through that date, whether they were used or not.
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 twenty CARFAX Reports to run by VIN and was advised to contact us again if more VIN searches are required before the expiration date of 06-12-2016.
On December 12, 2017, CARFAX emailed the customer the following response: Thank you for contacting CARFAX. I'm sorry that the record you've mentioned came as a surprise to you with with it appearing on the report after your purchase. Despite our best efforts, not all sources provide data...
to us when a CARFAX Report is run since not all sources of vehicle history are required to participate with our program. We do work quickly when we receive new information to add it to the report because we want the most complete report possible. The record that you mentioned may not have been available to CARFAX at the date of the information since a non-participating source had it on file. We have no way to get records from a source if they choose not to report to CARFAX, but if they change their mind later and sign up, we receive all of their records including any archived data that may date back several years. When this is the case, you will see the date with the note "CARFAX began reporting this information". When we receive information, we add the records to the report because it is still part of the vehicle's history regardless of the timing of the record event. I understand your concerns regarding when the record was known to us, but CARFAX does not claim to have all history on a vehicle at the time a report is run, and every report makes the point to use our service as one tool along with an inspection by a certified mechanic in order to protect our consumers from purchasing vehicles with hidden problems. As a result, we do not offer compensation for missing accidents or other damage events, and the only data covered by the CARFAX Buyback Guarantee are missing branded titles issued by a department of motor vehicles. The terms of this guarantee can be referenced at: http://www.carfax.com/manifest/bbg/termsConditions.cfx
The odometer reading was verified as correct directly with the source. Unfortunately, even modern odometers are rolled back. Research shows 200,000 odometers are rolled back every year, with about 1.5 million odometer rollback cars on the road at any given moment. The customer last...
stated that he would provide an ECM scan for the vehicle, but so far we have not received the document.
Contrary to the complainant's assertion, the CARFAX Report did not give "the clean report without mentioning any accident or any other problem in this car". The CARFAX report did mention accidents and other problems. Specifically, the CARFAX Report accurately stated that no accidents or...
damage had been reported to CARFAX, but this does not mean that no accidents or damage took place. The CARFAX Report also stated that it can only report what has been reported to CARFAX at that moment by its sources, that other problems may not have yet been reported to CARFAX, and therefore, the CARFAX Report should be used along with a pre-purchase vehicle inspection to check for prior damage.
The complaint states that "In the 2 lower priced options it limits VIN checks." However, this is not correct. The single CARFAX Report and the five CARFAX Report package are not limited to VINs. These packages are simply for CARFAX Reports, whether run by VIN or license plate....
In the product selection box on the order page, it states, "Unlimited Reports by U.S. License Plate" because the plan does not include unlimited VINs. The complainant contacted CARFAX's customer support team, and on 11/13/15, our customer support team responded stating "I have added 25 more courtesy VIN searches for use until 01-10-16. If you run out and need more, just let us know and we can add more for you."
[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 have tried contacting car fax. They have no numbers to speak to someone directly.
Regards,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I apologize for the delay in my response. CARFAX contacted the...
insurance company directly and verified that the insurance company did, in fact, declare this vehicle a total loss. The owner of the vehicle chose to take a smaller payment amount in exchange for keeping the vehicle, which was most likely then repaired and eventually sold. This situation is called “owner-retained salvage” which is a still a type of total loss. Because the vehicle was not transferred to the insurance company, a new title was not issued by the [redacted], and thus the [redacted] would not have a record of this. The owner at the time may have been responsible for applying for a branded title, but the vehicle owner would have to take that up with the [redacted] The total loss is correct and cannot be removed from the CARFAX Report. Best regards, Vince L
Date: Fri, Aug 26, 2016 at 5:22 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]" <[redacted]>Mr. [redacted],The system will not let me respond to this complaint. However, the structural...
measurements provided by the shop actually indicate that the vehicle is NOT within manufactured specifications and actually has current, unrepaired structural damage. We have attempted to reach out to the inspector for clarification, but he has not gotten back to us. Best regards, Vince L
[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. Thank you very much for your time and understanding regarding the confusion.
Gratefully,
[redacted]
Date: Fri, Dec 8, 2017 at 11:10 AMSubject: 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 did not ask the complainant for an invoice. In order for CARFAX to accept a structural inspection, a structural inspection report must be provided that fits the requirements on the form. Best regards, Vince L
Thank you for looking into this matter - it appears that there is an erroneous police report listing our vehicle as being involved in this accident. Our vehicle is BROWN in color, not GREEN, and no other persons were driving the car at 2:30am in the morning on Christmas. I am confident that this is an error as our vehicle has never been damaged and none of my family or friends are listed as the driver - I am taking steps with the police department to correct the record and remove our information. Once removed, will a new carfax report reflect the update? Regards,Matthew[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]
Date: Tue, Oct 11, 2016 at 6:14 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>Hi [redacted], This is the last response I had to complaint #[redacted]. The accident is correct, and contrary to his claims, the complainant has not provided any evidence to indicate otherwise. There is nothing further we can do. Thanks, Vince L
A CARFAX Vehicle History Report is not an assurance that a vehicle is free from damage. When no damage has yet been reported to CARFAX, the CARFAX Report states that no damage has been reported to CARFAX, and also states that not all information, including problems, is reported to CARFAX, and...
therefore the CARFAX Report should be used along with a pre-purchase vehicle inspection to check for prior damage or hidden repairs.
On June 8, 2015, CARFAX sent the customer the following email. [redacted], [redacted] has asked me to review your case. The vehicle was listed on a New York police report and the accident record was reported to us directly and electronically from New York State. CARFAX did not perform any...
data entry and did not introduce any errors into the data. After you contacted us about the accident, CARFAX performed extensive research and determined that NYS had reported the accident to your vehicle in error, and thus it was removed from the CARFAX Report. Every CARFAX Report states that it can only report the information reported to it by its sources, and therefore each CARFAX Report may contain errors or omissions. For this reason, every CARFAX Report recommends that it is used along with a pre-purchase vehicle inspection and thorough test drive to determine any prior repairs or hidden damage. Because CARFAX did not make an error, and was upfront about its limitations, we do not offer compensation when incorrect records are reported to us. Best regards, Vince L[redacted] Manager, Product Support and Data Escalations
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.
[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:
There are still things on the report that are not true. 3/12/2014 shows the vehicle was purchased again?!? That is not true, and on 2/3/15 I don't know what that is referring to because that didn't happen. I also want the word collision removed from the source in the 5/17/13 line as it was not a collision it was a comprehensive claim. It was done by [redacted] Auto Body in Waverly Iowa. I want everything that indicates an accident removed from this report. Dealers are devaluing the crap out of this car because of that. It needs to indicate HAIL DAMAGE because that is what the claim is referring to and it is what actually happened. Aside from that the other reported items are either warranty work or recall. I will not consider this resolved until all of that report indicates what actually happened.
Regards,
[redacted]
The complaint indicates that the CARFAX Report stated "the electrical system and other components were in good working order." That statement, or anything similar to it, does not appear anywhere on the CARFAX Report. The CARFAX Report actually states that the electrical system had to be...
checked by a mechanic several times (7/03/2012, 1/21/2016), and suggested that the vehicle should be inspected by a professional prior to purchase. The CARFAX Buyback Guarantee is mentioned in only one place on the CARFAX Report: in the Title History section. The CARFAX Report states, in that section, "GUARANTEED - None of these major title problems were reported by a state Department of Motor Vehicles (DMV). If you find that any of these title problems were reported by a DMV and not included in this report, CARFAX will buy this vehicle back." Thus, if the customer believes CARFAX missed a one of the listed title problems reported by a DMV, we will buyback the vehicle. However, as clearly stated on the CARFAX Report, other problems with the vehicle may not have been reported to CARFAX and are not covered by the Buyback Guarantee.
CARFAX never requires payment in order to correct a record, which is what the complainant is making it sound like. CARFAX had informed the complainant that the VIN he submitted into our research team was the same VIN listed on the police report. The complainant did not believe us, and...
thus we told the complainant that he could see for himself by purchasing his own copy of the police report from the police department. This was never a requirement from CARFAX nor a condition of updating any information on the CARFAX Report. The complainant is disputing an accident, saying that his VIN is not listed on the police report. He states, "The VIN number for the vehicle in that accident is [redacted] (it was a 2014 [redacted] but completely different VIN)". That is correct, that is the VIN listed on the police report, and that is also the same VIN the complainant provided to CARFAX claiming as his vehicle and claiming there was no accident. Perhaps the complainant is disputing an accident on the wrong VIN. I would ask them to double check their own VIN, and if it is not [redacted], to resubmit a Data Research Request form under the correct VIN if they believe there is an error.
The account was subject to the terms of a contact. The contract was not up until 8/25/16, so the account must be paid up for services available through that date, whether they were used or not.
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 twenty CARFAX Reports to run by VIN and was advised to contact us again if more VIN searches are required before the expiration date of 06-12-2016.
On December 12, 2017, CARFAX emailed the customer the following response: Thank you for contacting CARFAX. I'm sorry that the record you've mentioned came as a surprise to you with with it appearing on the report after your purchase. Despite our best efforts, not all sources provide data...
to us when a CARFAX Report is run since not all sources of vehicle history are required to participate with our program. We do work quickly when we receive new information to add it to the report because we want the most complete report possible. The record that you mentioned may not have been available to CARFAX at the date of the information since a non-participating source had it on file. We have no way to get records from a source if they choose not to report to CARFAX, but if they change their mind later and sign up, we receive all of their records including any archived data that may date back several years. When this is the case, you will see the date with the note "CARFAX began reporting this information". When we receive information, we add the records to the report because it is still part of the vehicle's history regardless of the timing of the record event. I understand your concerns regarding when the record was known to us, but CARFAX does not claim to have all history on a vehicle at the time a report is run, and every report makes the point to use our service as one tool along with an inspection by a certified mechanic in order to protect our consumers from purchasing vehicles with hidden problems. As a result, we do not offer compensation for missing accidents or other damage events, and the only data covered by the CARFAX Buyback Guarantee are missing branded titles issued by a department of motor vehicles. The terms of this guarantee can be referenced at: http://www.carfax.com/manifest/bbg/termsConditions.cfx
The odometer reading was verified as correct directly with the source. Unfortunately, even modern odometers are rolled back. Research shows 200,000 odometers are rolled back every year, with about 1.5 million odometer rollback cars on the road at any given moment. The customer last...
stated that he would provide an ECM scan for the vehicle, but so far we have not received the document.
Contrary to the complainant's assertion, the CARFAX Report did not give "the clean report without mentioning any accident or any other problem in this car". The CARFAX report did mention accidents and other problems. Specifically, the CARFAX Report accurately stated that no accidents or...
damage had been reported to CARFAX, but this does not mean that no accidents or damage took place. The CARFAX Report also stated that it can only report what has been reported to CARFAX at that moment by its sources, that other problems may not have yet been reported to CARFAX, and therefore, the CARFAX Report should be used along with a pre-purchase vehicle inspection to check for prior damage.
The complaint states that "In the 2 lower priced options it limits VIN checks." However, this is not correct. The single CARFAX Report and the five CARFAX Report package are not limited to VINs. These packages are simply for CARFAX Reports, whether run by VIN or license plate....
In the product selection box on the order page, it states, "Unlimited Reports by U.S. License Plate" because the plan does not include unlimited VINs. The complainant contacted CARFAX's customer support team, and on 11/13/15, our customer support team responded stating "I have added 25 more courtesy VIN searches for use until 01-10-16. If you run out and need more, just let us know and we can add more for you."
[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 have tried contacting car fax. They have no numbers to speak to someone directly.
Regards,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I apologize for the delay in my response. CARFAX contacted the...
insurance company directly and verified that the insurance company did, in fact, declare this vehicle a total loss. The owner of the vehicle chose to take a smaller payment amount in exchange for keeping the vehicle, which was most likely then repaired and eventually sold. This situation is called “owner-retained salvage” which is a still a type of total loss. Because the vehicle was not transferred to the insurance company, a new title was not issued by the [redacted], and thus the [redacted] would not have a record of this. The owner at the time may have been responsible for applying for a branded title, but the vehicle owner would have to take that up with the [redacted] The total loss is correct and cannot be removed from the CARFAX Report. Best regards, Vince L
Date: Fri, Aug 26, 2016 at 5:22 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]" <[redacted]>Mr. [redacted],The system will not let me respond to this complaint. However, the structural...
measurements provided by the shop actually indicate that the vehicle is NOT within manufactured specifications and actually has current, unrepaired structural damage. We have attempted to reach out to the inspector for clarification, but he has not gotten back to us. Best regards, Vince L
[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. Thank you very much for your time and understanding regarding the confusion.
Gratefully,
[redacted]
Date: Fri, Dec 8, 2017 at 11:10 AMSubject: 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 did not ask the complainant for an invoice. In order for CARFAX to accept a structural inspection, a structural inspection report must be provided that fits the requirements on the form. Best regards, Vince L
The accident was reported by the Mashpee Police Department.
Thank you for looking into this matter - it appears that there is an erroneous police report listing our vehicle as being involved in this accident. Our vehicle is BROWN in color, not GREEN, and no other persons were driving the car at 2:30am in the morning on Christmas. I am confident that this is an error as our vehicle has never been damaged and none of my family or friends are listed as the driver - I am taking steps with the police department to correct the record and remove our information. Once removed, will a new carfax report reflect the update? Regards,Matthew[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]
Date: Tue, Oct 11, 2016 at 6:14 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>Hi [redacted], This is the last response I had to complaint #[redacted]. The accident is correct, and contrary to his claims, the complainant has not provided any evidence to indicate otherwise. There is nothing further we can do. Thanks, Vince L
A CARFAX Vehicle History Report is not an assurance that a vehicle is free from damage. When no damage has yet been reported to CARFAX, the CARFAX Report states that no damage has been reported to CARFAX, and also states that not all information, including problems, is reported to CARFAX, and...
therefore the CARFAX Report should be used along with a pre-purchase vehicle inspection to check for prior damage or hidden repairs.
On June 8, 2015, CARFAX sent the customer the following email. [redacted], [redacted] has asked me to review your case. The vehicle was listed on a New York police report and the accident record was reported to us directly and electronically from New York State. CARFAX did not perform any...
data entry and did not introduce any errors into the data. After you contacted us about the accident, CARFAX performed extensive research and determined that NYS had reported the accident to your vehicle in error, and thus it was removed from the CARFAX Report. Every CARFAX Report states that it can only report the information reported to it by its sources, and therefore each CARFAX Report may contain errors or omissions. For this reason, every CARFAX Report recommends that it is used along with a pre-purchase vehicle inspection and thorough test drive to determine any prior repairs or hidden damage. Because CARFAX did not make an error, and was upfront about its limitations, we do not offer compensation when incorrect records are reported to us. Best regards, Vince L[redacted] Manager, Product Support and Data Escalations
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.
[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:
There are still things on the report that are not true. 3/12/2014 shows the vehicle was purchased again?!? That is not true, and on 2/3/15 I don't know what that is referring to because that didn't happen. I also want the word collision removed from the source in the 5/17/13 line as it was not a collision it was a comprehensive claim. It was done by [redacted] Auto Body in Waverly Iowa. I want everything that indicates an accident removed from this report. Dealers are devaluing the crap out of this car because of that. It needs to indicate HAIL DAMAGE because that is what the claim is referring to and it is what actually happened. Aside from that the other reported items are either warranty work or recall. I will not consider this resolved until all of that report indicates what actually happened.
Regards,
[redacted]
The complaint indicates that the CARFAX Report stated "the electrical system and other components were in good working order." That statement, or anything similar to it, does not appear anywhere on the CARFAX Report. The CARFAX Report actually states that the electrical system had to be...
checked by a mechanic several times (7/03/2012, 1/21/2016), and suggested that the vehicle should be inspected by a professional prior to purchase. The CARFAX Buyback Guarantee is mentioned in only one place on the CARFAX Report: in the Title History section. The CARFAX Report states, in that section, "GUARANTEED - None of these major title problems were reported by a state Department of Motor Vehicles (DMV). If you find that any of these title problems were reported by a DMV and not included in this report, CARFAX will buy this vehicle back." Thus, if the customer believes CARFAX missed a one of the listed title problems reported by a DMV, we will buyback the vehicle. However, as clearly stated on the CARFAX Report, other problems with the vehicle may not have been reported to CARFAX and are not covered by the Buyback Guarantee.
CARFAX never requires payment in order to correct a record, which is what the complainant is making it sound like. CARFAX had informed the complainant that the VIN he submitted into our research team was the same VIN listed on the police report. The complainant did not believe us, and...
thus we told the complainant that he could see for himself by purchasing his own copy of the police report from the police department. This was never a requirement from CARFAX nor a condition of updating any information on the CARFAX Report. The complainant is disputing an accident, saying that his VIN is not listed on the police report. He states, "The VIN number for the vehicle in that accident is [redacted] (it was a 2014 [redacted] but completely different VIN)". That is correct, that is the VIN listed on the police report, and that is also the same VIN the complainant provided to CARFAX claiming as his vehicle and claiming there was no accident. Perhaps the complainant is disputing an accident on the wrong VIN. I would ask them to double check their own VIN, and if it is not [redacted], to resubmit a Data Research Request form under the correct VIN if they believe there is an error.