CARFAX does not "advertise that they have accurate up to date and are the Best." Every CARFAX Report states that not all information, including problems, are reported to us, and therefore recommends a pre-purchase vehicle inspection and test drive to assess the vehicle's condition and check for prior damage severity and hidden repairs The CARFAX Vehicle History Report did notify the customer at the time of her purchase that the vehicle had been severely damaged in accident, deploying the airbag and requiring the car to be towed The vehicle still has a clean title, and therefore the CARFAX Buyback Guarantee does not apply
CARFAX could not find a record of being contact by the provided email address, [redacted] @ [redacted] .net If the customer could please provide the VIN, our support team will be happy to review what information we have
On June 23, CARFAX sent the complainant the follow response via email: [redacted] , [redacted] has asked me to review your caseThe Unlimited plan is not limited to five CARFAX Reports, as suggested in your emailAs it states on the order page, the Unlimited plan is unlimited using the U.S license plate for daysThe 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 planThe details of the plan are listed in several places before, during, and after purchaseFor example, the details are stated in the product selection box on the order page, "Unlimited Reports by U.SLicense Plate / Valid for 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 orderI 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 alreadyBest regards, Vince L*** Manager, Product Support and Data Escalations
According to the contract, the cancellation request must be made days prior to the renewal The contract renewed in August, and since the cancellation was made in September, the contract cannot be canceled until August
Missouri issued a rebuilt title to the this, which is accurately displaying on the CARFAX Report If Missouri issued the rebuilt brand in error, the customer will have to get that corrected with Missouri
The customer purchased the Unlimited CARFAX ReportsThe order page lists the plan as "Unlimited CARFAX Reports / only $/ Unlimited Reports by U.SLicense Plate / Valid for 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/and was provided 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
Complaint: [redacted] I am rejecting this response because: Why post a report months after the factI bought the truck months after the accidentI can not trade the truck to a dealer now because it does not have a clean Carfax without taking a big lossBuyers respect Carfax reports and I purchased the truck with a clean CarfaxI paid top dollar because it had the clean CarfaxNow I'm suffering a substantial financial loss because Carfax chose to add the accident months after the fact Regards, [redacted] ***
Date: Tue, Oct 11, at 6: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 doThanks, Vince L
Unfortunately, we are not able to refund the charge from 2011, because the bank no longer keeps a record of the transaction Therefore, I can only offer to provide the customer with a free account To do this, the customer would have to purchase a new account, which we would refund once the customer notifies us of the purchase I am sorry we do not have anything better to offer
From: [redacted] < [redacted] @***.com>Date: Mon, Aug 17, at 9:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" thank you for your response and quick actionsCarfax have contacted me via email and cleared the issue by correcting my vehicle historythank you again
The repair order, as well as the email from the body shop, conclude that repairs were made to the vehicle's apron and rail The manufacturer of the vehicle, [redacted] , considers these components to be structural in nature The email from the shop does not specifically state that the repairs were not structural in nature, only that they make sure the structure is properly repaired before leaving their shop CARFAX is not stating that the vehicle currently as unrepaired structural damage; rather, the date source reported to CARFAX that the vehicle did sustain structural damage and had structural repairs, which has been confirmed by the repair order according to the specifications of the vehicle's manufacturer
CARFAX is upholding the contract signed by the customer It is a one year, automatically renewing contract, and to cancel requires a day notices prior to the contract renewal date If the customer has submitted a cancellation request, the contract will not be renewed when the one-year period is up If the customer has any other questions, they can consult the terms of their contract or speak with their CARFAX account manager
On June 8, 2015, CARFAX sent the customer the following email [redacted] , [redacted] has asked me to review your caseThe vehicle was listed on a New York police report and the accident record was reported to us directly and electronically from New York StateCARFAX did not perform any data entry and did not introduce any errors into the dataAfter 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 ReportEvery 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 omissionsFor 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 damageBecause CARFAX did not make an error, and was upfront about its limitations, we do not offer compensation when incorrect records are reported to usBest regards, Vince L*** Manager, Product Support and Data Escalations
[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.]VIN# [redacted] 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]
Financial loss, leverage and choice were lostYour website collected the filesI dont care who you get your information from or how, your companies report was and created consumer loss and harmI am moving forward with legal action to recover the estimated damanges as the trade has already occurred and the best opportunity was lost Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
From: Vince L [redacted] < [redacted] @carfax.com>Date: Fri, Nov 13, at 6: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] , Reading the latest response, I’m not sure what else I can tell him that I haven’t already and I feel I would just be a broken record As I explained to him several times: The police report clearly states the vehicles were impacted and damage was found, and therefore, unless the police report is amended, we cannot change the CARFAX Report
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
CARFAX offered to add Reports by VIN to the customer's account, and the customer has since run one of those CARFAX Reports The account is not eligible for a refund because six CARFAX Reports have been run However, the customer can respond to the email sent to him by our customer support team and discuss his refund options there
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: According to the body shop, they report the damages as cosmetic and not structuralSee below:From: [redacted] *** Sent: Monday, September 21, 9:AMTo: [redacted] ***Subject: [redacted] Customer [redacted] ***General Manager*** [redacted] Service [redacted] Collision Repair Centers###-###-#### ext (Voice)###-###-#### (Fax)www[redacted] .comI am still see [redacted] the structural damages/ repairs removed immediately or compensation of loss of value Regards, [redacted] ***
CARFAX does not "advertise that they have accurate up to date and are the Best." Every CARFAX Report states that not all information, including problems, are reported to us, and therefore recommends a pre-purchase vehicle inspection and test drive to assess the vehicle's condition and check for prior damage severity and hidden repairs The CARFAX Vehicle History Report did notify the customer at the time of her purchase that the vehicle had been severely damaged in accident, deploying the airbag and requiring the car to be towed The vehicle still has a clean title, and therefore the CARFAX Buyback Guarantee does not apply
CARFAX could not find a record of being contact by the provided email address, [redacted] @ [redacted] .net If the customer could please provide the VIN, our support team will be happy to review what information we have
On June 23, CARFAX sent the complainant the follow response via email: [redacted] , [redacted] has asked me to review your caseThe Unlimited plan is not limited to five CARFAX Reports, as suggested in your emailAs it states on the order page, the Unlimited plan is unlimited using the U.S license plate for daysThe 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 planThe details of the plan are listed in several places before, during, and after purchaseFor example, the details are stated in the product selection box on the order page, "Unlimited Reports by U.SLicense Plate / Valid for 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 orderI 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 alreadyBest regards, Vince L*** Manager, Product Support and Data Escalations
According to the contract, the cancellation request must be made days prior to the renewal The contract renewed in August, and since the cancellation was made in September, the contract cannot be canceled until August
Missouri issued a rebuilt title to the this, which is accurately displaying on the CARFAX Report If Missouri issued the rebuilt brand in error, the customer will have to get that corrected with Missouri
The customer purchased the Unlimited CARFAX ReportsThe order page lists the plan as "Unlimited CARFAX Reports / only $/ Unlimited Reports by U.SLicense Plate / Valid for 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/and was provided 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
Complaint: [redacted] I am rejecting this response because: Why post a report months after the factI bought the truck months after the accidentI can not trade the truck to a dealer now because it does not have a clean Carfax without taking a big lossBuyers respect Carfax reports and I purchased the truck with a clean CarfaxI paid top dollar because it had the clean CarfaxNow I'm suffering a substantial financial loss because Carfax chose to add the accident months after the fact Regards, [redacted] ***
Date: Tue, Oct 11, at 6: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 doThanks, Vince L
Unfortunately, we are not able to refund the charge from 2011, because the bank no longer keeps a record of the transaction Therefore, I can only offer to provide the customer with a free account To do this, the customer would have to purchase a new account, which we would refund once the customer notifies us of the purchase I am sorry we do not have anything better to offer
This was resolved directly with the customer on August 8, via email
From: [redacted] < [redacted] @***.com>Date: Mon, Aug 17, at 9:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" thank you for your response and quick actionsCarfax have contacted me via email and cleared the issue by correcting my vehicle historythank you again
The repair order, as well as the email from the body shop, conclude that repairs were made to the vehicle's apron and rail The manufacturer of the vehicle, [redacted] , considers these components to be structural in nature The email from the shop does not specifically state that the repairs were not structural in nature, only that they make sure the structure is properly repaired before leaving their shop CARFAX is not stating that the vehicle currently as unrepaired structural damage; rather, the date source reported to CARFAX that the vehicle did sustain structural damage and had structural repairs, which has been confirmed by the repair order according to the specifications of the vehicle's manufacturer
CARFAX is upholding the contract signed by the customer It is a one year, automatically renewing contract, and to cancel requires a day notices prior to the contract renewal date If the customer has submitted a cancellation request, the contract will not be renewed when the one-year period is up If the customer has any other questions, they can consult the terms of their contract or speak with their CARFAX account manager
On June 8, 2015, CARFAX sent the customer the following email [redacted] , [redacted] has asked me to review your caseThe vehicle was listed on a New York police report and the accident record was reported to us directly and electronically from New York StateCARFAX did not perform any data entry and did not introduce any errors into the dataAfter 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 ReportEvery 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 omissionsFor 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 damageBecause CARFAX did not make an error, and was upfront about its limitations, we do not offer compensation when incorrect records are reported to usBest regards, Vince L*** Manager, Product Support and Data Escalations
[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.]VIN# [redacted] 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]
Financial loss, leverage and choice were lostYour website collected the filesI dont care who you get your information from or how, your companies report was and created consumer loss and harmI am moving forward with legal action to recover the estimated damanges as the trade has already occurred and the best opportunity was lost Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
From: Vince L [redacted] < [redacted] @carfax.com>Date: Fri, Nov 13, at 6: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] , Reading the latest response, I’m not sure what else I can tell him that I haven’t already and I feel I would just be a broken record As I explained to him several times: The police report clearly states the vehicles were impacted and damage was found, and therefore, unless the police report is amended, we cannot change the CARFAX Report
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
CARFAX offered to add Reports by VIN to the customer's account, and the customer has since run one of those CARFAX Reports The account is not eligible for a refund because six CARFAX Reports have been run However, the customer can respond to the email sent to him by our customer support team and discuss his refund options there
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: According to the body shop, they report the damages as cosmetic and not structuralSee below:From: [redacted] *** Sent: Monday, September 21, 9:AMTo: [redacted] ***Subject: [redacted] Customer [redacted] ***General Manager*** [redacted] Service [redacted] Collision Repair Centers###-###-#### ext (Voice)###-###-#### (Fax)www[redacted] .comI am still see [redacted] the structural damages/ repairs removed immediately or compensation of loss of value Regards, [redacted] ***