From: [redacted] <[redacted].com>Date: Fri, Jan 1, 2016 at 11:18 AMSubject: 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] MorningI did not answer your email because I gave up that big companies do not protect the consumer, but what they do is enrich and if in previous post and evidence informs them that was not all the information at the time of purchase, so you follow carfax with this process if you convinced them that the fault was mine and do not see the time that the data were hidden so long, I hope that in this 2016 have more clear mind to clarify the damage done to consumers. thank you and I wish you a happy new year
The odometer readings are not likely to be incorrect. Based on the driving pattern of the vehicle established from the services the vehicle was receiving from Signature [redacted], the vehicle had almost 200,000 miles on the odometer before it began displaying 100,000 in 2015. This suggests...
that the odometer may have been tampered with. However, our research team will be happy to look into this further if the customer would like to complete a Data Research Request form. http://support.carfax.com/c_datarequest
In the product selection box on the CARFAX order page, the products are listed as follows:1 CARFAX Report$39.991 ReportValid for 60 Days5 CARFAX Reports$49.995 ReportsValid for 60 DaysUnlimited CARFAX Reportsonly $54.99Unlimited Reports by U.S. License PlateValid for 60 DaysThe 60 day expiration is...
also listed in the Customer Agreement on the order page, in the purchase confirmation screen, the receipt email, and the expiration date is listed on the account. Contacting customer support for CARFAX is simply, you just need to click on the "Help" button at the top and bottom of any CARFAX page. The customer did contact our customer support team via live chat, and our response to the customer's question was, "That is correct, they do expire after 60 days, but I'll be happy to grant an extension for you until 01-01-16. Will that help?"
12/15/2015
Complaint
Website advertised $49.99 for the report and was charged $59.99.
There is no way to contact Carfax on the website and it seems a waste of time to try to contact Carfax.
Desired Resolution
I would like the difference refunded.
This is a good way to lose customers and I will be writing reviews if not resolve shortly.
The damage severity on the CARFAX Report is as reported by the police department. In order to correct this, CARFAX needs either a corrected police report or the itemized final estimate from the damage events. CARFAX received a repair order, but it does not outline the details of the...
repairs needed. CARFAX requested this last on 11/28/2017 and has not received a response.Once CARFAX receives either the final estimate or a corrected police report, we will be happy to update the CARFAX Report.
[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:
an accident and a total loss are two different things. Do to the fact that carfax has built a reputation that people depend on. Some people will now accept Carfax over state records. Due to your miss guided reporting practices you are causing people to take losses on there purchases. By not reporting the total loss for 12 years you allowed people to believe there was only an accident. Then claiming a total loss 12 years later effects my value and causes me to take a loss. I believe that carfax should now be responsible for my loss. I would not have this loss if there reporting had been consistant. I had to take a $3500 loss on the sale of my truck due to the fact that it is claimed to be a total loss. Because this loss did not happen during my time of ownership and this Claimed loss was not reported before my purchase. it should not be allowed to be reported and deminish my value. Carfax's reporting of this loss during my ownership is false and misleading and has caused my damage. You were given a chance to corerect the records but you refused. Now I will seek no less than my loss of value plus and attorney fees and court costs that my arise from my pursuit of my claim.
Regards,
[redacted]
Date: Thu, Jan 5, 2017 at 10:09 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], We resolved this matter directly with the customer on 12/15/2016 and sent the...
below email. Good Afternoon [redacted], Thank you for contacting CARFAX. My name is Alexa and I was happy to look into this for you. I reviewed the police report and verified the vehicle was not towed as a result of the impact. I have removed this statement and noted that the vehicle was drivable. I also added that the point of impact was to the left side mirror, to help better explain what happened. I am not sure why the information was reported to CARFAX incorrectly but am glad I am able to take care of it for you. Please see the following link to your complimentary copy of the updated Vehicle History Report. There is a delay between when I input the change and the system processes, so please allow 15-20 minutes for the update to display within the report. http://www.carfax.com/cfm/[redacted].[redacted] Please let me know if you have any questions or if there is anything further I can do to help. Thank you so much for allowing me the opportunity to work with you, it was my pleasure and I hope you have a wonderful day Alexa O
On 5/18/2016 at 1:41 PM, CARFAX sent the customer the following email:Hi Ivan Thank you for your patience . I was able to have the total loss record removed along with the Salvage brand. I added that the salvage was issued in error and later corrected and sent you a separate email with a 14 day...
link to the updated Report. Thank you! Matthew Resolution Manager We want to hear about your experience! Thank you for using CARFAX. You may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience. Please look for an email containing your survey in the next few days.
CARFAX received the customer's voicemail on 11/17/2015, and responded via email on 11/18/2015. We sorry that the customer apparently did not receive our email. We received a follow up email from the customer 2/4/2016 at 10:14 AM, and responded via email the same day at 10:48 AM...
confirming that the refund was issued. The customer acknowledged receiving our email two minutes later.
CARFAX does not offer phone based customer service however we do offer e-mail and live chat customer service.
A person using the customers account contacted CARFAX on 03/11/2016 at 9:25 am via live chat concerning a password reset and the issue was resolved in 5 minutes 14 seconds.
The customer can contact CARFAX again via live chat to go over their account options or to request a refund.
http://support.carfax.com/ The live chat option is located at the bottom right of the page.
CARFAX collects VIN-specific vehicle history information from thousands of sources and electronically loads that information into its Vehicle History Database. CARFAX does not perform any data entry or inspect vehicles, and therefore every CARFAX Report states that it can only report that...
which is reported to it by its sources, upon which it solely relies. A police department in TX reported an accident for the VIN of the complainant's vehicle. The CARFAX Report correctly and accurately reported that an accident was reported to CARFAX, and therefore only the reporting agency, the police department, could determine if the agency submitting any errors to CARFAX. On June 10, 2016, CARFAX received a letter of correction from the police department indicating that the source had made an error and that the VIN reported was in error. CARFAX removed the accident from its database between Friday, June 10, and Monday June 13, according to the source's instructions.
[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:They are not doing their due-diligence for this report. I have given them the information in the previous email about who to contact for the body shop record. Since the claim was years ago the insurance company has deleted some of it's records. In any event I am not responsible for contacting the North Dakota DMV, and they can contact the insurance company as they have a copy of the report. They got it wrong, tjey can fix it. If I have to do it I will be billing for my hours which I don't think you want to have happen. I also suggest they contact the auto body shop that did the work for clarification. Either way the other points that I brought up in my last response need to be removed fr the report. If they are unwilling to make these changes then I will be asking for a check for the difference in trade value as it is this report and the negligence of CARFAX that is driving the value of my vehicle down far below trade value. Since this is the only report that dealers look at that makes them responsible for the valuation of my vehicle. Since they got it wrong and are continuing to get it wrong so they can pay the difference. Every dealer thinks my car was in an accident based on the incorrectly stated report to this moment.
Regards,
[redacted]
The Unlimited plan is unlimited CARFAX Reports by U.S. license plate, which is stated in the product selection box on the order page. While the plan does include five CARFAX Reports by VIN as a courtesy, it is a license plate plan.
We could not locate any contact with our customer support team based on the contact information provided here. The products we offer are listed on our order page, which are on our website and can also be found using this link: [redacted] ...
If you need any further assistance, you can reach our customer support team through live chat as well as email at our Help Center. https://support.carfax.com/
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.
[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: the police report was updated by the San Angelo Police Department on 1/6/2016 where they removed the 2011 [redacted] from the report and placed the accurate vehicle on the report. Please now remove the inaccurate accident from the Carfax report.
Regards,
[redacted] And [redacted]
CARFAX researched the structural damage record with the source and verified it to be correct. The seller announced the vehicle at auction as having sustained structural damage. We are not making any assumptions on the data provided. The record was created at the time the vehicle...
was sold, but the data source was not reporting to CARFAX at the time. Once the source began reporting to us, they provided their older, archived records as well. had the record been reported to CARFAX earlier, it would have been on the CARFAX Report earlier. The CARFAX Report was never "clean" nor ever said the vehicle was free from damage. The CARFAX Report stated that it can only report what is available in its database at that moment, that not all information is reported, and therefore should not be used for sole reliance. CARFAX is not able to notify the customer when new information is reported to CARFAX because CARFAX does not receive any personally-identifying information and therefore has no way of knowing what vehicle's the customer owns. The CARFAX Buyback Guarantee covers missing DMV-issued branded titles and not auction block announcements, and therefore this case is not eligible for a claim.Prior damage, including structural repairs, may not be uncovered during a vehicle inspection, especially if the damage is well repaired and was done several years ago. While a CARFAX Report, vehicle inspection, and thorough test drive are great steps to take when buying a used vehicle, no one knows everything about all cars.
The customer purchased the Unlimited CARFAX Reports. The order page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited Reports by U.S. License Plate / Valid for 60 days" and also states this on the order page under the Customer Agreement, to which the customer read and accepted...
before placing their order. If the customer does not have a need to run CARFAX Reports by license plate, then perhaps the 5 Pack would be the better plan for them.
If the customer would like to discuss their account options further, please contact our customer support team through our Help Center at: http://support.carfax.com/c_contactus
Or via live chat here: http://support.carfax.com/c_chat
[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]
From: [redacted] <[redacted].com>Date: Fri, Jan 1, 2016 at 11:18 AMSubject: 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] MorningI did not answer your email because I gave up that big companies do not protect the consumer, but what they do is enrich and if in previous post and evidence informs them that was not all the information at the time of purchase, so you follow carfax with this process if you convinced them that the fault was mine and do not see the time that the data were hidden so long, I hope that in this 2016 have more clear mind to clarify the damage done to consumers. thank you and I wish you a happy new year
The odometer readings are not likely to be incorrect. Based on the driving pattern of the vehicle established from the services the vehicle was receiving from Signature [redacted], the vehicle had almost 200,000 miles on the odometer before it began displaying 100,000 in 2015. This suggests...
that the odometer may have been tampered with. However, our research team will be happy to look into this further if the customer would like to complete a Data Research Request form. http://support.carfax.com/c_datarequest
In the product selection box on the CARFAX order page, the products are listed as follows:1 CARFAX Report$39.991 ReportValid for 60 Days5 CARFAX Reports$49.995 ReportsValid for 60 DaysUnlimited CARFAX Reportsonly $54.99Unlimited Reports by U.S. License PlateValid for 60 DaysThe 60 day expiration is...
also listed in the Customer Agreement on the order page, in the purchase confirmation screen, the receipt email, and the expiration date is listed on the account. Contacting customer support for CARFAX is simply, you just need to click on the "Help" button at the top and bottom of any CARFAX page. The customer did contact our customer support team via live chat, and our response to the customer's question was, "That is correct, they do expire after 60 days, but I'll be happy to grant an extension for you until 01-01-16. Will that help?"
12/15/2015
Complaint
Website advertised $49.99 for the report and was charged $59.99.
There is no way to contact Carfax on the website and it seems a waste of time to try to contact Carfax.
Desired Resolution
I would like the difference refunded.
This is a good way to lose customers and I will be writing reviews if not resolve shortly.
Consumer Business Dialog
The damage severity on the CARFAX Report is as reported by the police department. In order to correct this, CARFAX needs either a corrected police report or the itemized final estimate from the damage events. CARFAX received a repair order, but it does not outline the details of the...
repairs needed. CARFAX requested this last on 11/28/2017 and has not received a response.Once CARFAX receives either the final estimate or a corrected police report, we will be happy to update the CARFAX Report.
CARFAX records indicate that this was solved with the customer on May 26, 2016 via email.
[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:
an accident and a total loss are two different things. Do to the fact that carfax has built a reputation that people depend on. Some people will now accept Carfax over state records. Due to your miss guided reporting practices you are causing people to take losses on there purchases. By not reporting the total loss for 12 years you allowed people to believe there was only an accident. Then claiming a total loss 12 years later effects my value and causes me to take a loss. I believe that carfax should now be responsible for my loss. I would not have this loss if there reporting had been consistant. I had to take a $3500 loss on the sale of my truck due to the fact that it is claimed to be a total loss. Because this loss did not happen during my time of ownership and this Claimed loss was not reported before my purchase. it should not be allowed to be reported and deminish my value. Carfax's reporting of this loss during my ownership is false and misleading and has caused my damage. You were given a chance to corerect the records but you refused. Now I will seek no less than my loss of value plus and attorney fees and court costs that my arise from my pursuit of my claim.
Regards,
[redacted]
Date: Thu, Jan 5, 2017 at 10:09 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], We resolved this matter directly with the customer on 12/15/2016 and sent the...
below email. Good Afternoon [redacted], Thank you for contacting CARFAX. My name is Alexa and I was happy to look into this for you. I reviewed the police report and verified the vehicle was not towed as a result of the impact. I have removed this statement and noted that the vehicle was drivable. I also added that the point of impact was to the left side mirror, to help better explain what happened. I am not sure why the information was reported to CARFAX incorrectly but am glad I am able to take care of it for you. Please see the following link to your complimentary copy of the updated Vehicle History Report. There is a delay between when I input the change and the system processes, so please allow 15-20 minutes for the update to display within the report. http://www.carfax.com/cfm/[redacted].[redacted] Please let me know if you have any questions or if there is anything further I can do to help. Thank you so much for allowing me the opportunity to work with you, it was my pleasure and I hope you have a wonderful day Alexa O
On 5/18/2016 at 1:41 PM, CARFAX sent the customer the following email:Hi Ivan Thank you for your patience . I was able to have the total loss record removed along with the Salvage brand. I added that the salvage was issued in error and later corrected and sent you a separate email with a 14 day...
link to the updated Report. Thank you! Matthew Resolution Manager We want to hear about your experience! Thank you for using CARFAX. You may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience. Please look for an email containing your survey in the next few days.
CARFAX received the customer's voicemail on 11/17/2015, and responded via email on 11/18/2015. We sorry that the customer apparently did not receive our email. We received a follow up email from the customer 2/4/2016 at 10:14 AM, and responded via email the same day at 10:48 AM...
confirming that the refund was issued. The customer acknowledged receiving our email two minutes later.
CARFAX does not offer phone based customer service however we do offer e-mail and live chat customer service.
A person using the customers account contacted CARFAX on 03/11/2016 at 9:25 am via live chat concerning a password reset and the issue was resolved in 5 minutes 14 seconds.
The customer can contact CARFAX again via live chat to go over their account options or to request a refund.
http://support.carfax.com/ The live chat option is located at the bottom right of the page.
CARFAX collects VIN-specific vehicle history information from thousands of sources and electronically loads that information into its Vehicle History Database. CARFAX does not perform any data entry or inspect vehicles, and therefore every CARFAX Report states that it can only report that...
which is reported to it by its sources, upon which it solely relies. A police department in TX reported an accident for the VIN of the complainant's vehicle. The CARFAX Report correctly and accurately reported that an accident was reported to CARFAX, and therefore only the reporting agency, the police department, could determine if the agency submitting any errors to CARFAX. On June 10, 2016, CARFAX received a letter of correction from the police department indicating that the source had made an error and that the VIN reported was in error. CARFAX removed the accident from its database between Friday, June 10, and Monday June 13, according to the source's instructions.
[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:They are not doing their due-diligence for this report. I have given them the information in the previous email about who to contact for the body shop record. Since the claim was years ago the insurance company has deleted some of it's records. In any event I am not responsible for contacting the North Dakota DMV, and they can contact the insurance company as they have a copy of the report. They got it wrong, tjey can fix it. If I have to do it I will be billing for my hours which I don't think you want to have happen. I also suggest they contact the auto body shop that did the work for clarification. Either way the other points that I brought up in my last response need to be removed fr the report. If they are unwilling to make these changes then I will be asking for a check for the difference in trade value as it is this report and the negligence of CARFAX that is driving the value of my vehicle down far below trade value. Since this is the only report that dealers look at that makes them responsible for the valuation of my vehicle. Since they got it wrong and are continuing to get it wrong so they can pay the difference. Every dealer thinks my car was in an accident based on the incorrectly stated report to this moment.
Regards,
[redacted]
The Unlimited plan is unlimited CARFAX Reports by U.S. license plate, which is stated in the product selection box on the order page. While the plan does include five CARFAX Reports by VIN as a courtesy, it is a license plate plan.
We could not locate any contact with our customer support team based on the contact information provided here. The products we offer are listed on our order page, which are on our website and can also be found using this link: [redacted] ...
If you need any further assistance, you can reach our customer support team through live chat as well as email at our Help Center. https://support.carfax.com/
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.
[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: the police report was updated by the San Angelo Police Department on 1/6/2016 where they removed the 2011 [redacted] from the report and placed the accurate vehicle on the report. Please now remove the inaccurate accident from the Carfax report.
Regards,
[redacted] And [redacted]
CARFAX researched the structural damage record with the source and verified it to be correct. The seller announced the vehicle at auction as having sustained structural damage. We are not making any assumptions on the data provided. The record was created at the time the vehicle...
was sold, but the data source was not reporting to CARFAX at the time. Once the source began reporting to us, they provided their older, archived records as well. had the record been reported to CARFAX earlier, it would have been on the CARFAX Report earlier. The CARFAX Report was never "clean" nor ever said the vehicle was free from damage. The CARFAX Report stated that it can only report what is available in its database at that moment, that not all information is reported, and therefore should not be used for sole reliance. CARFAX is not able to notify the customer when new information is reported to CARFAX because CARFAX does not receive any personally-identifying information and therefore has no way of knowing what vehicle's the customer owns. The CARFAX Buyback Guarantee covers missing DMV-issued branded titles and not auction block announcements, and therefore this case is not eligible for a claim.Prior damage, including structural repairs, may not be uncovered during a vehicle inspection, especially if the damage is well repaired and was done several years ago. While a CARFAX Report, vehicle inspection, and thorough test drive are great steps to take when buying a used vehicle, no one knows everything about all cars.
The customer purchased the Unlimited CARFAX Reports. The order page lists the plan as "Unlimited CARFAX Reports / only $54.99 / Unlimited Reports by U.S. License Plate / Valid for 60 days" and also states this on the order page under the Customer Agreement, to which the customer read and accepted...
before placing their order. If the customer does not have a need to run CARFAX Reports by license plate, then perhaps the 5 Pack would be the better plan for them.
If the customer would like to discuss their account options further, please contact our customer support team through our Help Center at: http://support.carfax.com/c_contactus
Or via live chat here: http://support.carfax.com/c_chat
You can contact the Carfax legal department at the following address:Carfax, Inc.ATTN: Legal5860 Trinity Parkway, Suite 600Centreville, VA 20120
[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]