Per the contract, signed by[redacted], the service is billed and available whether it is used or not, and must be paid until the contract is properly canceled. The customer must pay the entire amount due to avoid further collection actions.
From: Vince L[redacted] <[redacted]@carfax.com>Date: Fri, Nov 13, 2015 at 6:31 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 product selection box states that the Unlimited plan is unlimited using the US license plate. When selecting the [redacted] purchase option on the order page, you have to check the checkbox next to this statement in order to proceed: "I agree to the Customer Agreement and understand that CARFAX may not have the complete history of every vehicle" where the Customer Agreement text links to the entire Customer Agreement. Again, please contact our customer support team and they will be happy to help you. We have not received any correspondence from the provided email address to date. If you are not able to click the Help button at the top and bottom of our pages, please use this direct link to contact our support team. http://support.carfax.com/
12/15/2015
Complaint
Carfax offered 5 VIN and unlimited license plate reports. They don't clearly tell you it's only for 60 days. It's only in a separate pop up window with lots of legal fine print that they list the 60 days. I'm very mad about this deception. Unfortunately they don't list any contact information on...
their website. I wonder why?
Desired Resolution
I would like a partial refund and discontinued use of deceptive practices.
[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:
This is what I was told by a CarFax rep over a week ago. I've heard nothing from them since then. Furthermore, I was also told that all they will do is verify that my vehicle is the one on the police report, we are then on our own to have it fixed. It is unacceptable that CarFax can publish such damaging and broadly used data without either verifying its accuracy up front or at least proving good customer service to have it resolved quickly and completely. Their inaccurate report is costing me $3000 in lower trade in value on my vehicle.
Regards,
[redacted]
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. I am still waiting for the other months to be cancelled stating I owe nothing else and my account will be closed.
Regards,
[redacted]
On September 22, 2015, CARFAX sent the customer the following email:Good Afternoon [redacted] or [redacted], I just received a response from the source and as promised I am notifying you immediately. I am glad to let you know that the Total Loss has been removed from the Vehicle History Report as...
requested, based on confirmation. I recently sent you a separate email with a 14-day link to access and print the updated CARFAX Vehicle History Report. Please allow 15-20 minutes for the change to reflect within the report. 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
The CARFAX Report would have stated that no accidents were reported to CARFAX at that time, that not all information is reported to CARFAX, and that new information from new sources will result in the change the CARFAX Report. Therefore, CARFAX does not offer compensation when prior accidents...
Date: Fri, Dec 8, 2017 at 11:14 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[email protected]>[redacted],CARFAX is not able to provide the auction contact information because source information is provided to CARFAX on a confidential basis. The record reported to CARFAX has been verified to be correct and will not be 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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This is the first I'm hearing that the police report was received by Carfax and that the information was "verified." Previously I was told that the police report was being ordered and that I would get a copy of it to pursue from there. This just furthers my point that Carfax has been impossibly difficult to deal with during this entire fiasco. And I still find it unacceptable that Carfax can report incorrect information and then claim no liability in getting it fully resolved.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I am not a business. I am an individual. I purchased a car actually one of five cars I was looking at, and I bought this car from a dealer. That why I choose to purchase the 5 report. Again I am not a business. I do not understand why carfax is saying that. It is not true what carfax is stating. I wanted to see the reports beforehand to make a better decision. I sought carfax would be the way to do that. As it turns out carfax is not and now just playing with me. Very disappointing. I either want my money back or the 2 remaining carfax reports, at least the report for the car I bought. Thank You.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:While I agree with CARFAX's assessment that they did inform me, in the absolute strictest legal sense, there is still a huge problem here. Yes, I agree that their collective butts are covered by their legal jargon. There is indeed plenty enough words in the contract and on the website to say that I SHOULD have known what I purchased. However, when numerous people have been duped into believing they are buying something other than what they are buying, it's obvious there is a problem. CARFAX preys on the psychology of the buyer. If I am NOT the only person who has interpreted their website and advertisements this way, then there is indeed a noticeable, and potentially measurable effect on potential customers. If this measurable effect translates to sales, and sales that would have otherwise been lost had the consumers more fully understood what they were purchasing, this can be reasonably asserted to be an unethical business practice. Unfortunately, the metrics needed to make such assessment are outside my ability to quanitfy; but, anecdotally it appears there are many people who have been confused by the way the CARFAX unlimited product is marketed. Everything from font choice, type size, and word order, as well as imagery layout suggests a strong bias towards implying that VIN searches are CARFAX's primary service they sell. I also feel that a random sampling of potential customers would illicit an agreement. Furthermore, I think if CARFAX submitted their marketing materials to marketing programs in universities, they would likely agree the content heavily emphasizes the VIN search capability. My complaint stands, CARFAX is knowingly conducting a fraudulent form of business. They are indeed covered LEGALLY, but it does not cover them ETHICALLY. As soon as my subscription ends I will fully terminate my relationship with CARFAX and encourage others to do the same.
Regards,
[redacted]
Hi [redacted], We are sorry for any misunderstanding about the Unlimited License Plate plan. CARFAX states that it's be license plate on the order page, as well as the purchase confirmation page and the receipt email. We have added some additional VIN searches to your account, and if...
you have any further questions, please contact our Customer Support Team. http://support.carfax.com/c_contactus Best regards,CARFAX
Financial loss, leverage and choice were lost. Your website collected the files. I dont care who you get your information from or how, your companies report was false and created consumer loss and harm. I 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]
Date: Mon, Dec 18, 2017 at 3:21 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],This was resolved directly with the customer on 11/28/2017. The structural damage...
indicator was removed from the CARFAX Report.Best regards,Vince L
Our customer support team does not have a record of being contacted by this customer, but they would love to assist him with his login issue. Getting help is simple. Visit our website, www.carfax.com, and click the Help button at the top of the page to get to our Help Center. From...
there, the customer can search for his answer, click on the frequently asked questions, or submit a request directly to our customer support team. For convenience, this is the direct link to submit a support request: http://support.carfax.com/c_contactus
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. I greatly appreciate the response from Alex and will provide CARFAX with a copy of any accident report that I may receive in the future from the LAPD to support the insurance documents that, when provided, led to complete resolution of the error on my CARFAX report.
Regards,
[redacted]
The CARFAX order page states that the unlimited package is unlimited using the U.S. license plate. This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, and within the CARFAX account. The customer contacted our customer support team and we...
offered to either add more VINs or issue the refund. The customer requested a refund, which was promptly issued in full.
With billions of vehicle history records reported from over 100,000 sources, CARFAX is a great resource for used vehicle history information and we are proud to help millions of consumers every year. CARFAX does not have the complete history of every vehicle, which is states on our website. Every CARFAX Reports states that it only includes what has been reported to CARFAX at that moment and that not all information, including problems, is reported.
On June 23, 2016, CARFAX sent the following email to the complainant:Good Afternoon [redacted], Thank you for taking the time to contact CARFAX, my name is Robin and I have researched your data dispute for you! I concluded your research request under reference number 849235. Research...
concludes that the 04/11/2014 damage record is correct so we cannot remove it from the CARFAX Report, I'm sorry! Please note that there is a source, but we are not able to release their information due to contractual obligations with them, so that is why their information is not displayed on the CARFAX Report, I'm sorry! At this time, all of the information we are able to provide is currently on the CARFAX Report at this time. Thank you for your time.
Per the contract, signed by[redacted], the service is billed and available whether it is used or not, and must be paid until the contract is properly canceled. The customer must pay the entire amount due to avoid further collection actions.
From: Vince L[redacted] <[redacted]@carfax.com>Date: Fri, Nov 13, 2015 at 6:31 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 product selection box states that the Unlimited plan is unlimited using the US license plate. When selecting the [redacted] purchase option on the order page, you have to check the checkbox next to this statement in order to proceed: "I agree to the Customer Agreement and understand that CARFAX may not have the complete history of every vehicle" where the Customer Agreement text links to the entire Customer Agreement. Again, please contact our customer support team and they will be happy to help you. We have not received any correspondence from the provided email address to date. If you are not able to click the Help button at the top and bottom of our pages, please use this direct link to contact our support team. http://support.carfax.com/
12/15/2015
Complaint
Carfax offered 5 VIN and unlimited license plate reports. They don't clearly tell you it's only for 60 days. It's only in a separate pop up window with lots of legal fine print that they list the 60 days. I'm very mad about this deception. Unfortunately they don't list any contact information on...
their website. I wonder why?
Desired Resolution
I would like a partial refund and discontinued use of deceptive practices.
Consumer Business Dialog
[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:
This is what I was told by a CarFax rep over a week ago. I've heard nothing from them since then. Furthermore, I was also told that all they will do is verify that my vehicle is the one on the police report, we are then on our own to have it fixed. It is unacceptable that CarFax can publish such damaging and broadly used data without either verifying its accuracy up front or at least proving good customer service to have it resolved quickly and completely. Their inaccurate report is costing me $3000 in lower trade in value on my vehicle.
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.]
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. I am still waiting for the other months to be cancelled stating I owe nothing else and my account will be closed.
Regards,
[redacted]
On September 22, 2015, CARFAX sent the customer the following email:Good Afternoon [redacted] or [redacted], I just received a response from the source and as promised I am notifying you immediately. I am glad to let you know that the Total Loss has been removed from the Vehicle History Report as...
requested, based on confirmation. I recently sent you a separate email with a 14-day link to access and print the updated CARFAX Vehicle History Report. Please allow 15-20 minutes for the change to reflect within the report. 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
The CARFAX Report would have stated that no accidents were reported to CARFAX at that time, that not all information is reported to CARFAX, and that new information from new sources will result in the change the CARFAX Report. Therefore, CARFAX does not offer compensation when prior accidents...
are reported to CARFAX.
Date: Fri, Dec 8, 2017 at 11:14 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[email protected]>[redacted],CARFAX is not able to provide the auction contact information because source information is provided to CARFAX on a confidential basis. The record reported to CARFAX has been verified to be correct and will not be 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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This is the first I'm hearing that the police report was received by Carfax and that the information was "verified." Previously I was told that the police report was being ordered and that I would get a copy of it to pursue from there. This just furthers my point that Carfax has been impossibly difficult to deal with during this entire fiasco. And I still find it unacceptable that Carfax can report incorrect information and then claim no liability in getting it fully resolved.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I am not a business. I am an individual. I purchased a car actually one of five cars I was looking at, and I bought this car from a dealer. That why I choose to purchase the 5 report. Again I am not a business. I do not understand why carfax is saying that. It is not true what carfax is stating. I wanted to see the reports beforehand to make a better decision. I sought carfax would be the way to do that. As it turns out carfax is not and now just playing with me. Very disappointing. I either want my money back or the 2 remaining carfax reports, at least the report for the car I bought. Thank You.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:While I agree with CARFAX's assessment that they did inform me, in the absolute strictest legal sense, there is still a huge problem here. Yes, I agree that their collective butts are covered by their legal jargon. There is indeed plenty enough words in the contract and on the website to say that I SHOULD have known what I purchased. However, when numerous people have been duped into believing they are buying something other than what they are buying, it's obvious there is a problem. CARFAX preys on the psychology of the buyer. If I am NOT the only person who has interpreted their website and advertisements this way, then there is indeed a noticeable, and potentially measurable effect on potential customers. If this measurable effect translates to sales, and sales that would have otherwise been lost had the consumers more fully understood what they were purchasing, this can be reasonably asserted to be an unethical business practice. Unfortunately, the metrics needed to make such assessment are outside my ability to quanitfy; but, anecdotally it appears there are many people who have been confused by the way the CARFAX unlimited product is marketed. Everything from font choice, type size, and word order, as well as imagery layout suggests a strong bias towards implying that VIN searches are CARFAX's primary service they sell. I also feel that a random sampling of potential customers would illicit an agreement. Furthermore, I think if CARFAX submitted their marketing materials to marketing programs in universities, they would likely agree the content heavily emphasizes the VIN search capability. My complaint stands, CARFAX is knowingly conducting a fraudulent form of business. They are indeed covered LEGALLY, but it does not cover them ETHICALLY. As soon as my subscription ends I will fully terminate my relationship with CARFAX and encourage others to do the same.
Regards,
[redacted]
Hi [redacted], We are sorry for any misunderstanding about the Unlimited License Plate plan. CARFAX states that it's be license plate on the order page, as well as the purchase confirmation page and the receipt email. We have added some additional VIN searches to your account, and if...
you have any further questions, please contact our Customer Support Team. http://support.carfax.com/c_contactus Best regards,CARFAX
Financial loss, leverage and choice were lost. Your website collected the files. I dont care who you get your information from or how, your companies report was false and created consumer loss and harm. I 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]
Date: Mon, Dec 18, 2017 at 3:21 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],This was resolved directly with the customer on 11/28/2017. The structural damage...
indicator was removed from the CARFAX Report.Best regards,Vince L
Our customer support team does not have a record of being contacted by this customer, but they would love to assist him with his login issue. Getting help is simple. Visit our website, www.carfax.com, and click the Help button at the top of the page to get to our Help Center. From...
there, the customer can search for his answer, click on the frequently asked questions, or submit a request directly to our customer support team. For convenience, this is the direct link to submit a support request: http://support.carfax.com/c_contactus
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. I greatly appreciate the response from Alex and will provide CARFAX with a copy of any accident report that I may receive in the future from the LAPD to support the insurance documents that, when provided, led to complete resolution of the error on my CARFAX report.
Regards,
[redacted]
The CARFAX order page states that the unlimited package is unlimited using the U.S. license plate. This is also stated in the Customer Agreement, the purchase confirmation page, the receipt email, and within the CARFAX account. The customer contacted our customer support team and we...
offered to either add more VINs or issue the refund. The customer requested a refund, which was promptly issued in full.
With billions of vehicle history records reported from over 100,000 sources, CARFAX is a great resource for used vehicle history information and we are proud to help millions of consumers every year. CARFAX does not have the complete history of every vehicle, which is states on our website. Every CARFAX Reports states that it only includes what has been reported to CARFAX at that moment and that not all information, including problems, is reported.
On June 23, 2016, CARFAX sent the following email to the complainant:Good Afternoon [redacted], Thank you for taking the time to contact CARFAX, my name is Robin and I have researched your data dispute for you! I concluded your research request under reference number 849235. Research...
concludes that the 04/11/2014 damage record is correct so we cannot remove it from the CARFAX Report, I'm sorry! Please note that there is a source, but we are not able to release their information due to contractual obligations with them, so that is why their information is not displayed on the CARFAX Report, I'm sorry! At this time, all of the information we are able to provide is currently on the CARFAX Report at this time. Thank you for your time.
CARFAX records indicate that this matter was resolved directly with the customer on June 3, 2016 via email.