Contrary to the complainant's assertion, the CARFAX Report did not give "the clean report without mentioning any accident or any other problem in this car" The CARFAX report did mention accidents and other problems Specifically, the CARFAX Report accurately stated that no accidents or damage had been reported to CARFAX, but this does not mean that no accidents or damage took place The CARFAX Report also stated that it can only report what has been reported to CARFAX at that moment by its sources, that other problems may not have yet been reported to CARFAX, and therefore, the CARFAX Report should be used along with a pre-purchase vehicle inspection to check for prior damage
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
The complainant misrepresents the CARFAX order page As was pointed out in the complaint, the order page states that the Unlimited Plan is unlimited using the U.Slicense plate This is not a VIN plan and only includes five VINs as a courtesy The CARFAX system takes into account license plate and ownership changes, and therefore only returns vehicle history information for the vehicle that currently has that plate - providing the same CARFAX Report as if run by VIN The customer checked the box indicating they read and agreed to the Customer Agreement, which also outlines that a license plate is required to run a CARFAX Report for the Unlimited option These details were also outlined in the purchase confirmation page, the receipt email, and within the account post login CARFAX does not offer or advertise an unlimited-by-VIN plan The complainant should contact CARFAX's customer support team to discuss adjustments to their including, including adding more CARFAX Reports by VIN http://support.carfax.com/c_contactus
[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] ***
The customer purchased the Unlimited CARFAX ReportsThe order page lists the plan as "Unlimited CARFAX Reports / only $/ Unlimited Reports by U.SLicense Plate / Valid for days" and also states this on the order page under the Customer Agreement, to which the customer read and accepted before placing their orderAs a gesture of goodwill, the customer was given an additional fifteen CARFAX Reports to run by VIN
Closing the account for commercial use was not done arbitrarily The complainant signed a car dealership subscription contract with CARFAX under the name [redacted] Auto Broker The complainant later canceled that account and purchased a consumer account providing all the same contact information that was listed on the dealership contract, including the name of " [redacted] Auto Broker." The account will not be reactivated nor refunded by CARFAX The customer may file a charge dispute with his bank CARFAX considers this matter resolved
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 miles The oil was changed in October of with 28,miles It was later sold with 33,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/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 year and months, and drove an average of 18,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
CARFAX no longer offers the Unlimited License Plate plan, however the order page did state that the plan was unlimited using the U.Slicense plate We apologize for any confusion or misunderstanding and appreciate the feedback, as this helps us to provide better products and services to our customers
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 ***, Thank you for contacting CARFAXOur records indicate you have purchased our day Unlimited account which allows you to run an unlimited number of CARFAX reports using U.S license plate number and reports by VINI'm sorry but CARFAX is not offering nor advertising unlimited searches by VINWe include five CARFAX Reports by VIN when plates are not available and because some specialty license plates may not be in our databaseMany cars on dealer lots do not have license plates, but many dealers will provide a CARFAX Report when askedI'm sorry but you do not qualify for a refund at this timeYou have run more than two reports on your accountYou 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 VINs to your account for you to use until your account expires on 11-19-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 moreOr, if you no longer want the extra VINs, I can convert your purchase to our Report account and issued a $refund back to your card and close your accountPlease let me know if I could be of any further serviceI 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 experienceIn the next few days, please look for an email containing your survey
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
[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 as Answered] Complaint: [redacted] I am rejecting this response because:I never signed anything electronically or has car fax been able to produce proof that I did Please keep this company from being able to continue these fraud practices ! I was a loyal customer for many years and yet they are allowed to refuse to cancel service Please review the previous attached documents and see that this matter is going on a year already !!!! I have been asking to cancel service since last year FRAUD FRAUD Regards, [redacted]
[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: they own the computer they can remove it never subscribed to them or gave them information Regards, [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 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] ***
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
CARFAX confirmed that the right apron for the vehicle was repaired, which is a structural repair This information was provided to the customer via email on 9/10/
CARFAX resolved this directly with the customer on 7/24/and sent the below email response:Good Morning ***, Thank you for contacting CARFAX and for bringing the odometer discrepancy to my attentionI see your documentation shows that the reading is reflecting accurately on the report, per the Inspection Stations' recordsHowever, using the progression of about 5,miles a year the vehicle going from 55,to 84,in months is unreasonableBased on this I was happy to remove the mileage reading from the Vehicle History Report as requestedI recently sent you a separate email with a 14-day link to access and print the updated CARFAX Vehicle History ReportPlease allow about 15-minutes for the update to process and reflect on the reportPlease let me know if you have any questions or if there is anything further I can do to helpThank 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 order page states that the unlimited package is unlimited using the U.Slicense 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
CARFAX resolved this directly with the customer The CARFAX Report does not indicate that the frame sustained any damage or required any repairs The damage was to the rear structure of the vehicle, which was confirmed to be correct by the collision repair facility
The document states that the vehicle has been inspected as of 12/09/2015, which indicates that the vehicle had prior damage The CARFAX Report told the customer, before he purchased the vehicle, that it had been damaged in an accident, and since not all information, including problems, is reported to CARFAX, also suggested that he get the inspected before he buys it If the prior damage and repairs are visible during an inspection now, they would have been more so evident had the customer taken the vehicle for an inspection prior to purchase The customer did not follow the suggestion on the CARFAX Report to get the vehicle inspected before he makes his purchase decision Further, the customer himself has since been in an accident with this vehicle, which means that any of the damage indicated in the inspection could have been caused by his own accident Therefore, CARFAX has not done anything wrong and is not able to offer anything to resolve this
[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: Unless there is another "plan" hidden somewhere in your so called agreement, the plan CLEARLY states Pay Per Vin, not pay for 10, then ........................you charge whatever you want Regards, [redacted]
Contrary to the complainant's assertion, the CARFAX Report did not give "the clean report without mentioning any accident or any other problem in this car" The CARFAX report did mention accidents and other problems Specifically, the CARFAX Report accurately stated that no accidents or damage had been reported to CARFAX, but this does not mean that no accidents or damage took place The CARFAX Report also stated that it can only report what has been reported to CARFAX at that moment by its sources, that other problems may not have yet been reported to CARFAX, and therefore, the CARFAX Report should be used along with a pre-purchase vehicle inspection to check for prior damage
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
The complainant misrepresents the CARFAX order page As was pointed out in the complaint, the order page states that the Unlimited Plan is unlimited using the U.Slicense plate This is not a VIN plan and only includes five VINs as a courtesy The CARFAX system takes into account license plate and ownership changes, and therefore only returns vehicle history information for the vehicle that currently has that plate - providing the same CARFAX Report as if run by VIN The customer checked the box indicating they read and agreed to the Customer Agreement, which also outlines that a license plate is required to run a CARFAX Report for the Unlimited option These details were also outlined in the purchase confirmation page, the receipt email, and within the account post login CARFAX does not offer or advertise an unlimited-by-VIN plan The complainant should contact CARFAX's customer support team to discuss adjustments to their including, including adding more CARFAX Reports by VIN http://support.carfax.com/c_contactus
[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] ***
The customer purchased the Unlimited CARFAX ReportsThe order page lists the plan as "Unlimited CARFAX Reports / only $/ Unlimited Reports by U.SLicense Plate / Valid for days" and also states this on the order page under the Customer Agreement, to which the customer read and accepted before placing their orderAs a gesture of goodwill, the customer was given an additional fifteen CARFAX Reports to run by VIN
Closing the account for commercial use was not done arbitrarily The complainant signed a car dealership subscription contract with CARFAX under the name [redacted] Auto Broker The complainant later canceled that account and purchased a consumer account providing all the same contact information that was listed on the dealership contract, including the name of " [redacted] Auto Broker." The account will not be reactivated nor refunded by CARFAX The customer may file a charge dispute with his bank CARFAX considers this matter resolved
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 miles The oil was changed in October of with 28,miles It was later sold with 33,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/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 year and months, and drove an average of 18,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
CARFAX no longer offers the Unlimited License Plate plan, however the order page did state that the plan was unlimited using the U.Slicense plate We apologize for any confusion or misunderstanding and appreciate the feedback, as this helps us to provide better products and services to our customers
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 ***, Thank you for contacting CARFAXOur records indicate you have purchased our day Unlimited account which allows you to run an unlimited number of CARFAX reports using U.S license plate number and reports by VINI'm sorry but CARFAX is not offering nor advertising unlimited searches by VINWe include five CARFAX Reports by VIN when plates are not available and because some specialty license plates may not be in our databaseMany cars on dealer lots do not have license plates, but many dealers will provide a CARFAX Report when askedI'm sorry but you do not qualify for a refund at this timeYou have run more than two reports on your accountYou 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 VINs to your account for you to use until your account expires on 11-19-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 moreOr, if you no longer want the extra VINs, I can convert your purchase to our Report account and issued a $refund back to your card and close your accountPlease let me know if I could be of any further serviceI 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 experienceIn the next few days, please look for an email containing your survey
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
[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 as Answered] Complaint: [redacted] I am rejecting this response because:I never signed anything electronically or has car fax been able to produce proof that I did Please keep this company from being able to continue these fraud practices ! I was a loyal customer for many years and yet they are allowed to refuse to cancel service Please review the previous attached documents and see that this matter is going on a year already !!!! I have been asking to cancel service since last year FRAUD FRAUD Regards, [redacted]
[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: they own the computer they can remove it never subscribed to them or gave them information Regards, [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 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] ***
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
CARFAX confirmed that the right apron for the vehicle was repaired, which is a structural repair This information was provided to the customer via email on 9/10/
CARFAX resolved this directly with the customer on 7/24/and sent the below email response:Good Morning ***, Thank you for contacting CARFAX and for bringing the odometer discrepancy to my attentionI see your documentation shows that the reading is reflecting accurately on the report, per the Inspection Stations' recordsHowever, using the progression of about 5,miles a year the vehicle going from 55,to 84,in months is unreasonableBased on this I was happy to remove the mileage reading from the Vehicle History Report as requestedI recently sent you a separate email with a 14-day link to access and print the updated CARFAX Vehicle History ReportPlease allow about 15-minutes for the update to process and reflect on the reportPlease let me know if you have any questions or if there is anything further I can do to helpThank 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 order page states that the unlimited package is unlimited using the U.Slicense 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
CARFAX resolved this directly with the customer The CARFAX Report does not indicate that the frame sustained any damage or required any repairs The damage was to the rear structure of the vehicle, which was confirmed to be correct by the collision repair facility
The document states that the vehicle has been inspected as of 12/09/2015, which indicates that the vehicle had prior damage The CARFAX Report told the customer, before he purchased the vehicle, that it had been damaged in an accident, and since not all information, including problems, is reported to CARFAX, also suggested that he get the inspected before he buys it If the prior damage and repairs are visible during an inspection now, they would have been more so evident had the customer taken the vehicle for an inspection prior to purchase The customer did not follow the suggestion on the CARFAX Report to get the vehicle inspected before he makes his purchase decision Further, the customer himself has since been in an accident with this vehicle, which means that any of the damage indicated in the inspection could have been caused by his own accident Therefore, CARFAX has not done anything wrong and is not able to offer anything to resolve this
[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: Unless there is another "plan" hidden somewhere in your so called agreement, the plan CLEARLY states Pay Per Vin, not pay for 10, then ........................you charge whatever you want Regards, [redacted]