The Pennsylvania Department of Transportation reported to CARFAX that a salvage and junk title was issued. [redacted] is currently investigating this to determine if it was reported in error. Once [redacted] concludes its investigation, CARFAX will update the CARFAX Report accordingly.
On 8/12/15, CARFAX sent the customer the following email:Good Afternoon [redacted], Thank you for contacting CARFAX Just to review, the package comes with 5 VINs because most of our customers find that 5 VIN searches can meet their needs in addition to using the Unlimited plate searches. I can...
understand that sometimes that isn't enough to find your next used car and this may be the situation that you are dealing with. To help, I have added 25 more courtesy VIN searches for use until 10-09-15. If you run out and need more, please let me know and I can add more for you! Also, Just a tip to keep in mind: Dealers who subscribe to our services offer a free CARFAX report when you use their services as well as when you search for cars at our used car listing site. Just click on "used car for sale" on the main website. Every listing comes with a free CARFAX report. Please let me know if this helps! Thank you for your patience.
The data source of the damage record was not reporting to CARFAX at the time the initial CARFAX Report. The CARFAX Report did not state that the vehicle was free from accidents; rather, the CARFAX Report correctly stated that no accidents had been reported to CARFAX, and also stated that not...
all information, including accidents, are reported to CARFAX at that time, and therefore recommended a pre-purchase vehicle inspection and thorough test drive before making your decision whether or not to buy the vehicle. As the CARFAX Report stated, a new data source began reporting damage records to CARFAX that were not previously available to CARFAX. The subject damage record has been verified directly with the data source. CARFAX cannot release any further details per our contractual obligations.
[redacted]
On April 27, 2017, CARFAX sent the complainant the follow response via...
email: [redacted] We understand that errors are made sometimes, which is why we have our research team in place to analyze records and ensure data accuracy. Research concludes that the damage record is correct which is why we cannot remove it from the Report as we only remove incorrect records. We are not able to provide our sources' information regardless of who is requesting it, I'm sorry! Thank you for your time. [redacted]
Best regards, Vince L
CARFAX received a call from the customer on August 22, 2016 requesting a cancel. The customer was informed of the cancellation process. The customer later emailed CARFAX on August 22, 2016, as per the process, to request cancellation. The following day, August 23, 2016, the CARFAX account manager called and left a message for the customer. On August 26, 2016, the account manager spoke with the customer about the cancellation. At the customer's request, information was emailed to the customer showing how often CARFAX Reports were checked for vehicles on the customer's lot, among other things, and the customer informed us that he would reach a decision after reviewing the information. The below email was sent to the customer on August 26, 2016:Additional To: [redacted].comCC: BCC: [redacted]@carfax.comAttachment: [redacted] Damage Report.pdf, [redacted] One Pager.pdfSubject: CARFAX Contact Information & Reporting [ ref:_[redacted] ]Body:Hi [redacted], Thanks so much for your time today, it was a pleasure speaking with you. As your CARFAX Account Manager I'm here to help make the most of your subscription and answer any account questions you might have. I've attached your Damage Report and One Pager Report. Customers requested and viewed the four reports you ran last month 72 times!!! That's 18 times PER CAR!!! That's great because in your market cars are selling 7 days quicker with CARFAX linked to your listings and you have a high percentage of 1-Owner cars. The damage report indicates inventory listed online for retail sale which has damage, some include airbag deployment, major damage and total loss. Use CARFAX in your buying process to help protect against these circumstances. Please review and let me know if there are any questions. I'm generally in the office 10-7 EST, Monday through Friday, happy to help. Best, Jamie N[redacted] CARFAX Dealer Account Manager ###-###-####CARFAX did not hear back from the customer with his final decision, and the customer continued to run CARFAX Reports through December: 8/30/2016 6:38 PM - '00 [redacted]) 9/3/2016 12:43 PM - '12 [redacted] 1LT ([redacted]) 9/9/2016 2:19 PM - '07 [redacted] CE/LE/XLE/SE ([redacted]) 9/9/2016 3:26 PM - '11 [redacted] LX ([redacted]) 9/13/2016 1:18 PM - '07 [redacted]) 9/15/2016 5:35 PM - '07 [redacted] C1500 ([redacted]) 9/23/2016 1:39 PM - '07 [redacted] S550 ([redacted]) 9/26/2016 11:02 AM - '03 [redacted] 2500 QUAD ST/SLT ([redacted]) 10/7/2016 4:50 PM - '14 [redacted] L/SE/LE/XLE ([redacted]) 10/11/2016 9:41 AM - '07 [redacted] SE/SL/S ([redacted]) 10/12/2016 1:57 PM - '12 [redacted] LX ([redacted]) 11/19/2016 1:36 PM - '07 [redacted] S ([redacted]) 11/23/2016 10:36 AM - '12 [redacted]/S/SR/SL ([redacted]) 12/15/2016 2:14 PM - '12 [redacted] S/SV ([redacted]) 12/19/2016 3:12 PM - '12 [redacted] 2LTZ ([redacted]) The customer paid their December bill. CARFAX did not hear from the customer again until January 13, 2017, when he called in asking for a billing statement, which was sent. Later that day, the customer emailed asking if the account was cancelled because they were not contacted about renewal. Per the contract, it auto-renews unless canceled 30 days prior to the renewal date. The customer was told to contact Customer Care about cancellation but the customer did not contact us again for another month. It was not until the customer called us in February 2016 that he claimed the account was supposed to have been canceled three months earlier. CARFAX did not receive another cancel request until March 8, 2017, indicating that this was his second request, at which time we agreed let the customer out of the contract at the end of March, 2017. This was confirmed via email sent on March 10, 2017. Since then, the customer has refused to pay for services from January through March. As outlined above, the contract is valid through March and those charges must be paid.
[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:
Regards,
[redacted]
A police department reported to CARFAX that the vehicle was involved in an accident. When the owner of the vehicle contacted CARFAX to dispute this record, on March 29, 2017, CARFAX spoke with [redacted] at the police department who confirmed to CARFAX that both the vehicle and the license plate...
were listed as involved in the accident. CARFAX relayed this information to the customer and directed the customer to obtain a letter from the police department to resolve this. On March 31, 2017, CARFAX received from the customer a copy and paste of an email from [redacted] with the police department indicating that the actual license plate involved in the accident was one digit different from the customer's vehicle, and that the customer's vehicle actually was no involved. CARFAX again spoke with [redacted] at the police department, this time confirming that the vehicle was not involved in the accident and that it had been reported to CARFAX by the police department in error. That same day, CARFAX removed the accident record from its database and notified the customer via email.
CARFAX can only report the information that has been reported to us by our sources. If you would like to make sure more information is reported to us, there are several options available. The service facility can contact their customer support team at CARFAX...
via https://service.carfax.com/csn/, or the vehicle owner can provide copies of service invoices through the Data Research Request form located here: http://support.carfax.com/c_datarequest.
CARFAX is upholding the contract signed by the customer. It is a one year, automatically renewing contract, and to cancel requires a 30 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.
[redacted]
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 for your attention to this matter.
[redacted]
[redacted]
Date: Wed, Jun 28, 2017 at 5:01 PMSubject: FW: 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 addressed this matter directly with the customer. On June 1, 2017,...
CARFAX notified the customer directly that the data source reported the airbag deployment in error and confirmed that it had been removed from the CARFAX Report. 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Your page doesn't accept my email that was originally used for purchase, I payed you via [redacted] and sent you a request for refund on 12/01/from my [redacted] account and received no answerFirst of all please check your [redacted] disputes , I would be happy to receive an answer from youSecond of all during the purchase process there was no customer agreement, may be because I payed through paypal, I didn't find any, and receipt email was received from you one day after purchase, you didn't give me a chance to check itRight away after purchase I began to run vin check reports, and after fifth report you website surprisingly asked me to pay more in order to continue with vin checks
[redacted].com
[redacted]
Regards,
[redacted]
The information reported to CARFAX indicates that the vehicle sustained damage to the front. This has been verified with the source and thus must remain on the CARFAX Report. CARFAX did not have this record at the time the vehicle was purchased by the current owner. The CARFAX...
Report at the time would have accurately stated that no damage was reported to CARFAX, but that does not mean no damage occurred. It would have stated further that not all sources report to CARFAX at that moment, which means new sources and new information will result in a change to the CARFAX Report; therefore, the vehicle should also be inspected for damage prior to purchase. A new data source began reporting to CARFAX in 2017, which provided older records. That is why the damage record was not reported to CARFAX before 2017.
The customer provided a document showing two conflicting odometer readings. The document does not specify which reading is correct. Therefore, CARFAX has requested that the customer provide a statement from the service facility to clarify which odometer reading is correct.
From: [redacted] <[redacted].com>Date: Thu, Sep 1, 2016 at 2:07 PMSubject: Resolution to complaint #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted] –This is to inform you that my complaint against CarFax, Inc has been resolved on August 31st, 2016...
by one of their resolution managers. Thank you,[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. After I did all the work behind the scenes.However, why should it be MY responsibility to prove to them that their information is incorrect? Once I have disputed their information, shouldn't it be their responsibility to verify it's correct, since it's their source and they are the ones who are placing erroneous information out there? Erroneous information that cost the public thousands of dollars. We're not talking small change here. Sort of like the credit reporting agencies do. They have to respond and verify their info is correct.In these situations, you are guilty until YOU can prove that you are innocent. Not quite the American way.
Regards,
[redacted]
We can't always prevent errors from being reported to us, but we can help you fix them! Please complete a Data Research Request form located on her Help Center to get in touch with a Resolution Manager who will walk you through the process. A direct link to the form is below, but you can...
also get to it by visiting our website, www.carfax.com, and clicking the "Help" button at the top of the page.http://support.carfax.com/c_datarequest
The CARFAX Vehicle History Report run by the customer has seven vehicle history records. There is a lot of great information included one the CARFAX Report, as outlined below. The CARFAX Reports shows that the vehicle was manufactured and shipped to the original dealer, which shows that...
this is a US vehicle, and not a vehicle intended for a foreign market but imported, and not a cloned vehicle. The title was first issued in Arizona as a rental vehicle with 10 miles. The oil was changed in October of 2015 with 28,848 miles. It was later sold with 33,252 miles as a fleet vehicle. In April, it was offered for sale by Precision Toyota of Tuscon and was later titled to the dealer by Arizona. On 4/19/2016 the vehicle was offered for sale as a Certified Used Hybrid, including a 12-month/12,000-mile Comprehensive Warranty, a 174-Point Quality Assurance Program, and 8-year/100,000-mile Factory Hybrid Vehicle Battery Warranty. The CARFAX Report shows where the vehicle has been titled, and confirms the odometer reading, showing that there are no branded titles such as salvage or junk, no odometer tampering problems reported, no reported accidents, no theft or total loss, etc. The CARFAX Report also includes the CARFAX Buyback Guarantee, shows the car was driven for 1 year and 9 months, and drove an average of 18,596 miles per year, which is above the national average. Lastly, the CARFAX Report included a VIN-specific retail price of $16,690.CARFAX also has a 100% satisfaction Money Back Guarantee. If the customer still does not find this information valuable, our customer support team would be happy to offer a full refund. The customer may contact us at http://support.carfax.com to request the refund.
The CARFAX Report shows that the vehicle does not have a salvage title. Title brands are guaranteed by the CARFAX Buyback Guarantee. Other information, including problems, are not always reported to CARFAX when a CARFAX Report is run, and therefore CARFAX does not guarantee any other...
information. The source reporting the total loss to CARFAX was not reporting information to us when the vehicle was last purchased. The CARFAX Report would have stated that not all information is reported to CARFAX and recommended a pre-purchase vehicle inspection to check for prior repairs and hidden damage. CARFAX cannot offer any compensation on this matter.
The Pennsylvania Department of Transportation reported to CARFAX that a salvage and junk title was issued. [redacted] is currently investigating this to determine if it was reported in error. Once [redacted] concludes its investigation, CARFAX will update the CARFAX Report accordingly.
On 8/12/15, CARFAX sent the customer the following email:Good Afternoon [redacted], Thank you for contacting CARFAX Just to review, the package comes with 5 VINs because most of our customers find that 5 VIN searches can meet their needs in addition to using the Unlimited plate searches. I can...
understand that sometimes that isn't enough to find your next used car and this may be the situation that you are dealing with. To help, I have added 25 more courtesy VIN searches for use until 10-09-15. If you run out and need more, please let me know and I can add more for you! Also, Just a tip to keep in mind: Dealers who subscribe to our services offer a free CARFAX report when you use their services as well as when you search for cars at our used car listing site. Just click on "used car for sale" on the main website. Every listing comes with a free CARFAX report. Please let me know if this helps! Thank you for your patience.
The data source of the damage record was not reporting to CARFAX at the time the initial CARFAX Report. The CARFAX Report did not state that the vehicle was free from accidents; rather, the CARFAX Report correctly stated that no accidents had been reported to CARFAX, and also stated that not...
all information, including accidents, are reported to CARFAX at that time, and therefore recommended a pre-purchase vehicle inspection and thorough test drive before making your decision whether or not to buy the vehicle. As the CARFAX Report stated, a new data source began reporting damage records to CARFAX that were not previously available to CARFAX. The subject damage record has been verified directly with the data source. CARFAX cannot release any further details per our contractual obligations.
[redacted]
[redacted]
On April 27, 2017, CARFAX sent the complainant the follow response via...
email: [redacted] We understand that errors are made sometimes, which is why we have our research team in place to analyze records and ensure data accuracy. Research concludes that the damage record is correct which is why we cannot remove it from the Report as we only remove incorrect records. We are not able to provide our sources' information regardless of who is requesting it, I'm sorry! Thank you for your time. [redacted]
Best regards, Vince L
CARFAX received a call from the customer on August 22, 2016 requesting a cancel. The customer was informed of the cancellation process. The customer later emailed CARFAX on August 22, 2016, as per the process, to request cancellation. The following day, August 23, 2016, the CARFAX account manager called and left a message for the customer. On August 26, 2016, the account manager spoke with the customer about the cancellation. At the customer's request, information was emailed to the customer showing how often CARFAX Reports were checked for vehicles on the customer's lot, among other things, and the customer informed us that he would reach a decision after reviewing the information. The below email was sent to the customer on August 26, 2016:Additional To: [redacted].comCC: BCC: [redacted]@carfax.comAttachment: [redacted] Damage Report.pdf, [redacted] One Pager.pdfSubject: CARFAX Contact Information & Reporting [ ref:_[redacted] ]Body:Hi [redacted], Thanks so much for your time today, it was a pleasure speaking with you. As your CARFAX Account Manager I'm here to help make the most of your subscription and answer any account questions you might have. I've attached your Damage Report and One Pager Report. Customers requested and viewed the four reports you ran last month 72 times!!! That's 18 times PER CAR!!! That's great because in your market cars are selling 7 days quicker with CARFAX linked to your listings and you have a high percentage of 1-Owner cars. The damage report indicates inventory listed online for retail sale which has damage, some include airbag deployment, major damage and total loss. Use CARFAX in your buying process to help protect against these circumstances. Please review and let me know if there are any questions. I'm generally in the office 10-7 EST, Monday through Friday, happy to help. Best, Jamie N[redacted] CARFAX Dealer Account Manager ###-###-####CARFAX did not hear back from the customer with his final decision, and the customer continued to run CARFAX Reports through December: 8/30/2016 6:38 PM - '00 [redacted]) 9/3/2016 12:43 PM - '12 [redacted] 1LT ([redacted]) 9/9/2016 2:19 PM - '07 [redacted] CE/LE/XLE/SE ([redacted]) 9/9/2016 3:26 PM - '11 [redacted] LX ([redacted]) 9/13/2016 1:18 PM - '07 [redacted]) 9/15/2016 5:35 PM - '07 [redacted] C1500 ([redacted]) 9/23/2016 1:39 PM - '07 [redacted] S550 ([redacted]) 9/26/2016 11:02 AM - '03 [redacted] 2500 QUAD ST/SLT ([redacted]) 10/7/2016 4:50 PM - '14 [redacted] L/SE/LE/XLE ([redacted]) 10/11/2016 9:41 AM - '07 [redacted] SE/SL/S ([redacted]) 10/12/2016 1:57 PM - '12 [redacted] LX ([redacted]) 11/19/2016 1:36 PM - '07 [redacted] S ([redacted]) 11/23/2016 10:36 AM - '12 [redacted]/S/SR/SL ([redacted]) 12/15/2016 2:14 PM - '12 [redacted] S/SV ([redacted]) 12/19/2016 3:12 PM - '12 [redacted] 2LTZ ([redacted]) The customer paid their December bill. CARFAX did not hear from the customer again until January 13, 2017, when he called in asking for a billing statement, which was sent. Later that day, the customer emailed asking if the account was cancelled because they were not contacted about renewal. Per the contract, it auto-renews unless canceled 30 days prior to the renewal date. The customer was told to contact Customer Care about cancellation but the customer did not contact us again for another month. It was not until the customer called us in February 2016 that he claimed the account was supposed to have been canceled three months earlier. CARFAX did not receive another cancel request until March 8, 2017, indicating that this was his second request, at which time we agreed let the customer out of the contract at the end of March, 2017. This was confirmed via email sent on March 10, 2017. Since then, the customer has refused to pay for services from January through March. As outlined above, the contract is valid through March and those charges must be paid.
[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:
Regards,
[redacted]
A police department reported to CARFAX that the vehicle was involved in an accident. When the owner of the vehicle contacted CARFAX to dispute this record, on March 29, 2017, CARFAX spoke with [redacted] at the police department who confirmed to CARFAX that both the vehicle and the license plate...
were listed as involved in the accident. CARFAX relayed this information to the customer and directed the customer to obtain a letter from the police department to resolve this. On March 31, 2017, CARFAX received from the customer a copy and paste of an email from [redacted] with the police department indicating that the actual license plate involved in the accident was one digit different from the customer's vehicle, and that the customer's vehicle actually was no involved. CARFAX again spoke with [redacted] at the police department, this time confirming that the vehicle was not involved in the accident and that it had been reported to CARFAX by the police department in error. That same day, CARFAX removed the accident record from its database and notified the customer via email.
CARFAX can only report the information that has been reported to us by our sources. If you would like to make sure more information is reported to us, there are several options available. The service facility can contact their customer support team at CARFAX...
via https://service.carfax.com/csn/, or the vehicle owner can provide copies of service invoices through the Data Research Request form located here: http://support.carfax.com/c_datarequest.
CARFAX is upholding the contract signed by the customer. It is a one year, automatically renewing contract, and to cancel requires a 30 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.
[redacted]
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 for your attention to this matter.
[redacted]
[redacted]
Date: Wed, Jun 28, 2017 at 5:01 PMSubject: FW: 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 addressed this matter directly with the customer. On June 1, 2017,...
CARFAX notified the customer directly that the data source reported the airbag deployment in error and confirmed that it had been removed from the CARFAX Report. 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Your page doesn't accept my email that was originally used for purchase, I payed you via [redacted] and sent you a request for refund on 12/01/from my [redacted] account and received no answerFirst of all please check your [redacted] disputes , I would be happy to receive an answer from youSecond of all during the purchase process there was no customer agreement, may be because I payed through paypal, I didn't find any, and receipt email was received from you one day after purchase, you didn't give me a chance to check itRight away after purchase I began to run vin check reports, and after fifth report you website surprisingly asked me to pay more in order to continue with vin checks
[redacted].com
[redacted]
Regards,
[redacted]
The information reported to CARFAX indicates that the vehicle sustained damage to the front. This has been verified with the source and thus must remain on the CARFAX Report. CARFAX did not have this record at the time the vehicle was purchased by the current owner. The CARFAX...
Report at the time would have accurately stated that no damage was reported to CARFAX, but that does not mean no damage occurred. It would have stated further that not all sources report to CARFAX at that moment, which means new sources and new information will result in a change to the CARFAX Report; therefore, the vehicle should also be inspected for damage prior to purchase. A new data source began reporting to CARFAX in 2017, which provided older records. That is why the damage record was not reported to CARFAX before 2017.
The customer provided a document showing two conflicting odometer readings. The document does not specify which reading is correct. Therefore, CARFAX has requested that the customer provide a statement from the service facility to clarify which odometer reading is correct.
From: [redacted] <[redacted].com>Date: Thu, Sep 1, 2016 at 2:07 PMSubject: Resolution to complaint #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted] –This is to inform you that my complaint against CarFax, Inc has been resolved on August 31st, 2016...
by one of their resolution managers. Thank you,[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. After I did all the work behind the scenes.However, why should it be MY responsibility to prove to them that their information is incorrect? Once I have disputed their information, shouldn't it be their responsibility to verify it's correct, since it's their source and they are the ones who are placing erroneous information out there? Erroneous information that cost the public thousands of dollars. We're not talking small change here. Sort of like the credit reporting agencies do. They have to respond and verify their info is correct.In these situations, you are guilty until YOU can prove that you are innocent. Not quite the American way.
Regards,
[redacted]
We can't always prevent errors from being reported to us, but we can help you fix them! Please complete a Data Research Request form located on her Help Center to get in touch with a Resolution Manager who will walk you through the process. A direct link to the form is below, but you can...
also get to it by visiting our website, www.carfax.com, and clicking the "Help" button at the top of the page.http://support.carfax.com/c_datarequest
The CARFAX Vehicle History Report run by the customer has seven vehicle history records. There is a lot of great information included one the CARFAX Report, as outlined below. The CARFAX Reports shows that the vehicle was manufactured and shipped to the original dealer, which shows that...
this is a US vehicle, and not a vehicle intended for a foreign market but imported, and not a cloned vehicle. The title was first issued in Arizona as a rental vehicle with 10 miles. The oil was changed in October of 2015 with 28,848 miles. It was later sold with 33,252 miles as a fleet vehicle. In April, it was offered for sale by Precision Toyota of Tuscon and was later titled to the dealer by Arizona. On 4/19/2016 the vehicle was offered for sale as a Certified Used Hybrid, including a 12-month/12,000-mile Comprehensive Warranty, a 174-Point Quality Assurance Program, and 8-year/100,000-mile Factory Hybrid Vehicle Battery Warranty. The CARFAX Report shows where the vehicle has been titled, and confirms the odometer reading, showing that there are no branded titles such as salvage or junk, no odometer tampering problems reported, no reported accidents, no theft or total loss, etc. The CARFAX Report also includes the CARFAX Buyback Guarantee, shows the car was driven for 1 year and 9 months, and drove an average of 18,596 miles per year, which is above the national average. Lastly, the CARFAX Report included a VIN-specific retail price of $16,690.CARFAX also has a 100% satisfaction Money Back Guarantee. If the customer still does not find this information valuable, our customer support team would be happy to offer a full refund. The customer may contact us at http://support.carfax.com to request the refund.
The CARFAX Report shows that the vehicle does not have a salvage title. Title brands are guaranteed by the CARFAX Buyback Guarantee. Other information, including problems, are not always reported to CARFAX when a CARFAX Report is run, and therefore CARFAX does not guarantee any other...
information. The source reporting the total loss to CARFAX was not reporting information to us when the vehicle was last purchased. The CARFAX Report would have stated that not all information is reported to CARFAX and recommended a pre-purchase vehicle inspection to check for prior repairs and hidden damage. CARFAX cannot offer any compensation on this matter.
The customer's account manager has been in touch to discuss this matter directly.