A structural damage record was reported to CARFAX by its data source. On May 15, 2015, the customer contacted CARFAX disputing the record and provided the repair estimate in support of her claim. On May 22, 2015, CARFAX notified the customer that her own document shows structural damage...
in several places. The repair order shows structural repairs were necessary on the following lines:Line 23, 10 hours to repair the right rocker panelLine 31, 10 hours to section the right quarter panelLine 41, 4 hours to repair the inner quarter panel, wheel house and dog legLine 64, 2 hours to pull the right rocker panel and pre-pull the dog legCARFAX never received the mentioned letters from the insurance company or body shop, but it does not matter; these repairs are structural in nature by any standards. The vehicle sustained 26 hours of repairs and replacement of structural components; CARFAX will not remove the structural damage from the CARFAX Report.
Structural damage was reported and verified by the data source. The customer-provided documentation also shows extensive repair work to structural components. This repair is considered structural damage by industry authorities, including the manufacturer of the vehicle. There is no indication of any kind of coding error.
recalls. Once a recall is closed, the vehicle no longer has a recall, and thus there is nothing to report. This is also consistent with how both the manufacturer and the federal government report open recalls. Other information, such as accidents, are never removed from the CARFAX Report, even when repaired. CARFAX has no control over whether or not a recall was properly repaired, cannot determine whether or not the vehicle's current problems are related to a recall. The customer will have to address that matter with the dealership that performed the repairs and the manufacturer of the vehicle.
On September 29, 2016, CARFAX's customer support team sent the below email in response to the customer's inquiry. CARFAX did not hear back from the customer.Good Morning [redacted], Thank you for contacting CARFAX. Our records indicate you have purchased our 60 day Unlimited account which allows you to run an unlimited number of CARFAX reports using U.S license plate number and 5 reports by VIN. I'm sorry but CARFAX is not offering nor advertising unlimited searches by VIN. We include five CARFAX Reports by VIN when plates are not available and because some specialty license plates may not be in our database. Many cars on dealer lots do not have license plates, but many dealers will provide a CARFAX Report when asked. I'm sorry but you do not qualify for a refund at this time. You have run more than two reports on your account. You can view the terms and conditions for the money back guarantee here: http://www.carfax.com/MbgRefund/terms.cfx However as a one time courtesy, I have added extra 20 VINs to your account for you to use until your account expires on 11-19-2016. If you find that you need more VINs before your account expires, please do not hesitate to contact us back and I will be happy to see if I can get approval to add more. Or, if you no longer want the extra VINs, I can convert your purchase to our 5 Report account and issued a $10.00 refund back to your card and close your account. Please let me know if I could be of any further service. I hope you have a wonderful day! Karen Consumer Affairs Analyst We'd love your feedback! You may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience. In the next few days, please look for an email containing your survey.
A Florida police department reported to CARFAX that the vehicle was involved in an accident. The court papers only indicate that charges of careless driving against [redacted] were dismissed. The court papers do not indicate that the vehicle was not involved in an accident....
The police report is an official document and CARFAX cannot misrepresent it. Only the issuing authority, the police department, has the authority to determine if the vehicle was not involved in the accident and police report lists the vehicle in error. The customer must take this up with the police department. Once the police department issues a corrected police report, supplement to the police report, or letter of correction, indicating that the vehicle was listed in error, only then can CARFAX remove it from the CARFAX Report.
Date: Mon, Dec 18, 2017 at 4:24 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 researched the matter and concluded that the damage record reported to CARFAX is...
correct, and therefore cannot be removed from the CARFAX Report. The source of the record and the record details are confidential and cannot be released. Best regards,Vince L
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 10726720
I am rejecting this response because: Carfax is saying that the vehicle was not just "stuck in the mud" yet the vehicle was never towed away to any facility. They need to change the verbiage on the Carfax report to reflect the fact that vehicle was never damaged and was never towed away.
Regards,
[redacted]
[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]
On 11/30/2015 at 2:55 PM, CARFAX sent the below email to the customer:Good afternoon Ron, Thank you for contacting CARFAX. I apologize for the inconvenience. Our unlimited account allows you to run an unlimited number of private party US license plates and 5 VINs within 60...
days. I have added 25 more VINs to your account to use until your purchase expires on 1/25/2016. If you need any more before then, please feel free to contact us again and we’ll help. I see that you requested a refund as well. f you would like a refund instead of the extra searches, I would be happy to issue a full refund for $54.99. Please let me know which solution would be more helpful to you! Thank you, Sarah CARFAX Consumer Affairs We'd love your feedback! You may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience. In the next few days, please look for an email containing your survey.
A CARFAX Report would never say that a vehicle has never been in a collision. If the complainant reads the CARFAX Report, they will see that it says that no accidents have been reported to CARFAX, and further state that not all information is reported to CARFAX, and therefore the CARFAX Report...
should always be used as one important tool, along with a pre-purchase vehicle inspection and thorough test drive, before making their decision on their next used car.
[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:CarFax reports are misleading at best. If CarFax does not know if the vehicle has been in any collisions, they should state so in the body of their report. Instead they listed on my report zero collisions. This vehicle had front end collision when the original owner hit a deer. The original owner also said the vehicle was rear ended.He had both repairs made at reputable companies and has claim numbers for both.If CarFax is not going to investigate for the truth, a small disclaimer is not acceptable for them to clearly state in the body of their report zero collisions.I will run an ad in the local newspaper and also look across the web to report their deceitfulness. Businesses boast CarFax reports when CarFax is nothing more than a scam.My complaint should be made public so others will not rely on CarFax reports for the truth.I was talking to a friend about CarFax last night and she said she thought they were to be reputable but they aren’t worth the words written on paper.Others should know. My complaint is valid and should be published out of respect of others who are purchasing a vehicle and relying on CarFax for truth and not a disclaimer that says nothing they report has to be truth.I feel like crying. I depended on Carfax for an honest report only to find after purchasing my vehicle it had both front and rear end collisions. This is not right!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 and our research team will be happy to help you. http://support.carfax.com/c_datarequest
[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: what is their msg. Yes I want to continue and I hope the Revdex.com can help me to either get reimbursed or allowed to have two more car reports. Please assist. They need to talk via this method. Thank You
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Last I checked structural reports require time and time is money. There is no way to acquire a structural report without paying someone to do so. Paying = invoice. Unless unicef now has an inspection department That carfax uses I would have to have an invoice.
Regards,
[redacted]
On July 9, 2015, CARFAX emailed the customer the following response:We only remove information from the CARFAX Report when it is incorrect. We do not remove accurate, valid information even if it is hurting a sale. We believe full disclosure better protects the consumer (the buyer) and keeps safer...
cars on the road. The vehicle was issued a flood title in error which was later corrected, and thus the CARFAX Report is accurate. DMVs report titles to many other services and agencies, many of which continue to show a flood branded title is issued. The CARFAX Report helps clarify that yes, a flood title was issued, but it was wrong and has been corrected.I am sorry if you believe this accurate and important information is affecting your sale, but it is part of the history of the vehicle and cannot be removed.
[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]
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.
[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 number provided by CARFAX to contact the LAPD was incorrect first off, but when I did contact the correct number ###-###-####, it is a recording that doesn't give you the opportunity to talk to someone directly so I don't know who CARFAX talked to in their represponse to my complaint. The recording gives you directions on how to request a copy of an accident report via a wirtten mail request and that the delay is 4-5 weeks. I haven't responded directly to CARFAX with that information because I haven't received a reply yet from LAPD based upon my written request. In addition, I was never given the opportunity to provide a history of insurance claims on my vehicle as part of my problem resolution in previous emails from CARFAX. If so, I would have already requested that information from State Farm. I don't appreciate the tone of the response from CARFAX either. They are a business that is highly utilized by the car sales industry and they cannot confirm the validity of their product before publication and then put the responsibility for correction on the consumer! At their own cost! I don't understand how they can get away with such a business practice. Regards,[redacted]
A structural damage record was reported to CARFAX by its data source. On May 15, 2015, the customer contacted CARFAX disputing the record and provided the repair estimate in support of her claim. On May 22, 2015, CARFAX notified the customer that her own document shows structural damage...
in several places. The repair order shows structural repairs were necessary on the following lines:Line 23, 10 hours to repair the right rocker panelLine 31, 10 hours to section the right quarter panelLine 41, 4 hours to repair the inner quarter panel, wheel house and dog legLine 64, 2 hours to pull the right rocker panel and pre-pull the dog legCARFAX never received the mentioned letters from the insurance company or body shop, but it does not matter; these repairs are structural in nature by any standards. The vehicle sustained 26 hours of repairs and replacement of structural components; CARFAX will not remove the structural damage from the CARFAX Report.
Structural damage was reported and verified by the data source. The customer-provided documentation also shows extensive repair work to structural components. This repair is considered structural damage by industry authorities, including the manufacturer of the vehicle. There is no indication of any kind of coding error.
CARFAX only reports open, current...
recalls. Once a recall is closed, the vehicle no longer has a recall, and thus there is nothing to report. This is also consistent with how both the manufacturer and the federal government report open recalls. Other information, such as accidents, are never removed from the CARFAX Report, even when repaired. CARFAX has no control over whether or not a recall was properly repaired, cannot determine whether or not the vehicle's current problems are related to a recall. The customer will have to address that matter with the dealership that performed the repairs and the manufacturer of the vehicle.
If the complainant wishes to continue to dispute this, they will have to continue working with our support team. http://support.carfax.com/c_contactus
On September 29, 2016, CARFAX's customer support team sent the below email in response to the customer's inquiry. CARFAX did not hear back from the customer.Good Morning [redacted], Thank you for contacting CARFAX. Our records indicate you have purchased our 60 day Unlimited account which allows you to run an unlimited number of CARFAX reports using U.S license plate number and 5 reports by VIN. I'm sorry but CARFAX is not offering nor advertising unlimited searches by VIN. We include five CARFAX Reports by VIN when plates are not available and because some specialty license plates may not be in our database. Many cars on dealer lots do not have license plates, but many dealers will provide a CARFAX Report when asked. I'm sorry but you do not qualify for a refund at this time. You have run more than two reports on your account. You can view the terms and conditions for the money back guarantee here: http://www.carfax.com/MbgRefund/terms.cfx However as a one time courtesy, I have added extra 20 VINs to your account for you to use until your account expires on 11-19-2016. If you find that you need more VINs before your account expires, please do not hesitate to contact us back and I will be happy to see if I can get approval to add more. Or, if you no longer want the extra VINs, I can convert your purchase to our 5 Report account and issued a $10.00 refund back to your card and close your account. Please let me know if I could be of any further service. I hope you have a wonderful day! Karen Consumer Affairs Analyst We'd love your feedback! You may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience. In the next few days, please look for an email containing your survey.
A Florida police department reported to CARFAX that the vehicle was involved in an accident. The court papers only indicate that charges of careless driving against [redacted] were dismissed. The court papers do not indicate that the vehicle was not involved in an accident....
The police report is an official document and CARFAX cannot misrepresent it. Only the issuing authority, the police department, has the authority to determine if the vehicle was not involved in the accident and police report lists the vehicle in error. The customer must take this up with the police department. Once the police department issues a corrected police report, supplement to the police report, or letter of correction, indicating that the vehicle was listed in error, only then can CARFAX remove it from the CARFAX Report.
Date: Mon, Dec 18, 2017 at 4:24 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 researched the matter and concluded that the damage record reported to CARFAX is...
correct, and therefore cannot be removed from the CARFAX Report. The source of the record and the record details are confidential and cannot be released. Best regards,Vince L
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 10726720
I am rejecting this response because: Carfax is saying that the vehicle was not just "stuck in the mud" yet the vehicle was never towed away to any facility. They need to change the verbiage on the Carfax report to reflect the fact that vehicle was never damaged and was never towed away.
Regards,
[redacted]
[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]
On 11/30/2015 at 2:55 PM, CARFAX sent the below email to the customer:Good afternoon Ron, Thank you for contacting CARFAX. I apologize for the inconvenience. Our unlimited account allows you to run an unlimited number of private party US license plates and 5 VINs within 60...
days. I have added 25 more VINs to your account to use until your purchase expires on 1/25/2016. If you need any more before then, please feel free to contact us again and we’ll help. I see that you requested a refund as well. f you would like a refund instead of the extra searches, I would be happy to issue a full refund for $54.99. Please let me know which solution would be more helpful to you! Thank you, Sarah CARFAX Consumer Affairs We'd love your feedback! You may be selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience. In the next few days, please look for an email containing your survey.
A CARFAX Report would never say that a vehicle has never been in a collision. If the complainant reads the CARFAX Report, they will see that it says that no accidents have been reported to CARFAX, and further state that not all information is reported to CARFAX, and therefore the CARFAX Report...
should always be used as one important tool, along with a pre-purchase vehicle inspection and thorough test drive, before making their decision on their next used car.
[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:CarFax reports are misleading at best. If CarFax does not know if the vehicle has been in any collisions, they should state so in the body of their report. Instead they listed on my report zero collisions. This vehicle had front end collision when the original owner hit a deer. The original owner also said the vehicle was rear ended.He had both repairs made at reputable companies and has claim numbers for both.If CarFax is not going to investigate for the truth, a small disclaimer is not acceptable for them to clearly state in the body of their report zero collisions.I will run an ad in the local newspaper and also look across the web to report their deceitfulness. Businesses boast CarFax reports when CarFax is nothing more than a scam.My complaint should be made public so others will not rely on CarFax reports for the truth.I was talking to a friend about CarFax last night and she said she thought they were to be reputable but they aren’t worth the words written on paper.Others should know. My complaint is valid and should be published out of respect of others who are purchasing a vehicle and relying on CarFax for truth and not a disclaimer that says nothing they report has to be truth.I feel like crying. I depended on Carfax for an honest report only to find after purchasing my vehicle it had both front and rear end collisions. This is not right!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 and our research team will be happy to help you. http://support.carfax.com/c_datarequest
[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: what is their msg. Yes I want to continue and I hope the Revdex.com can help me to either get reimbursed or allowed to have two more car reports. Please assist. They need to talk via this method. Thank You
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Last I checked structural reports require time and time is money. There is no way to acquire a structural report without paying someone to do so. Paying = invoice. Unless unicef now has an inspection department That carfax uses I would have to have an invoice.
Regards,
[redacted]
On July 9, 2015, CARFAX emailed the customer the following response:We only remove information from the CARFAX Report when it is incorrect. We do not remove accurate, valid information even if it is hurting a sale. We believe full disclosure better protects the consumer (the buyer) and keeps safer...
cars on the road. The vehicle was issued a flood title in error which was later corrected, and thus the CARFAX Report is accurate. DMVs report titles to many other services and agencies, many of which continue to show a flood branded title is issued. The CARFAX Report helps clarify that yes, a flood title was issued, but it was wrong and has been corrected.I am sorry if you believe this accurate and important information is affecting your sale, but it is part of the history of the vehicle and cannot be removed.
[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]
CARFAX cannot disclose the source of the information due to its contractual obligations.
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.
[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 number provided by CARFAX to contact the LAPD was incorrect first off, but when I did contact the correct number ###-###-####, it is a recording that doesn't give you the opportunity to talk to someone directly so I don't know who CARFAX talked to in their represponse to my complaint. The recording gives you directions on how to request a copy of an accident report via a wirtten mail request and that the delay is 4-5 weeks. I haven't responded directly to CARFAX with that information because I haven't received a reply yet from LAPD based upon my written request. In addition, I was never given the opportunity to provide a history of insurance claims on my vehicle as part of my problem resolution in previous emails from CARFAX. If so, I would have already requested that information from State Farm. I don't appreciate the tone of the response from CARFAX either. They are a business that is highly utilized by the car sales industry and they cannot confirm the validity of their product before publication and then put the responsibility for correction on the consumer! At their own cost! I don't understand how they can get away with such a business practice. Regards,[redacted]