The contract the customer signed states clearly that the contract runs from the date it is received by CARFAX until February 29, 2016, and that it includes an introductory offer, which waives the fee for August and includes a reduced price for the first CARFAX Reports, after which the price
increases to the rate The contract is clear that it runs until February and is not a free trial Therefore, the customer would not be charged until September 1, 2015, and upon cancellation, must still pay the full contract price based on its term until February 29, If the customer has any further questions or concerns, they can consult the terms of their contract
The information reported to CARFAX indicates that the service records and odometer readings are correct for this vehicle Reported is the year, make, model, trim level, color, VIN, and license plate for the vehicle The services performed are consistent with the reported odometer
readings Based on this information it seems likely that the odometer of the vehicle has been rolled back, which is a federal crime If the vehicle owner truly believes these records are incorrect, they must contact the shop that reported the records to have them corrected Once corrected, the customer can submit a Data Research Request form (http://***) and submit to us a letter from the shop explaining how the incorrect records came to be reported on this vehicle Otherwise, the vehicle owner should contact their local police authorities
Date: Thu, Sep 14, at 12:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" *** ***, I apologize for the delay. We refunded the customer and sent an email
confirmation on 8/21/2017. Best regards, Vince L
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
CARFAX resolved this matter directly with the customer, sending the following email on May 10, 2017: Good Morning *** I have concluded my research for case number *** and the source has confirmed with the insurance company that your vehicle was deemed a total loss due to the
accident on 01/21/2010. I also checked your VIN with the *** *** *** *** *** *** *** *** and they too have the total loss for the vehicleThey show that *** *** *** were the ones that handled the claim and deemed the vehicle a total loss. In my previous e-mails I stated that not all total loss vehicle's end up with a state issued title brandIt depends on the state and their damage threshold amountIt may meet the insurance company's damage threshold but not the state. Also, I see that the total loss information was displaying on the CARFAX Report when you purchased the vehicleYou stated you purchased a CARFAX Report and it was clearCan you please send me a copy of it so I can why the total loss was not displaying on your Report? You can attach it to this e-mail or fax it to my attention along with your case number *** ** *** Please let me know if you have any further questions. Thanks so much for your patience and have a great day!
CARFAX's data source reported structural damage to the customer's vehicle The customer provided a repair order showing repair work was necessary to the vehicle's pillar The pillar is part of the vehicle's structure, and therefore structural repairs were necessary to repair the damage
to the structure
CARFAX will be happy to research the accident record reported to CARFAX by its data source Please complete the Data Research Request form and a Resolution Manager with CARFAX's research department will contact you shortly http://support.carfax.com/c_datarequest
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Because no VIN was provided and we could not locate a purchase or contact with CARFAX with the contact information provided, we have no way of knowing what vehicle is in question in this complaint, and therefore can only respond generically I am sure that if the complainant carefully reviews
the CARFAX Report, they will see that CARFAX never promises that it can provide verified warranty coverage Further, car dealerships are required to notify their customers whether or not the vehicle includes a warranty, and this information would be in the complainants purchase paperwork To discuss this further and provide details, including the VIN, please contact CARFAX's customer support team who will be more than happy to review your information. https://support.carfax.com/
The data source reported to CARFAX that a silver ** *** with VIN *** and an odometer reading of 7,was involved in a loss on 3/16/resulting in damage to the structure of the vehicle where the cost of repairs were not enough to total the vehicle The odometer
of the vehicle also fits with other readings reported to CARFAX The customer states that it was a different vehicle involved in the loss, but unfortunately the details surrounding the other vehicle and its loss do not match up to the details reported to us The other vehicle is a gray *** *** with VIN *** and would have had an odometer reading of over 28,and was involved in a loss on 4/24/where the cost of repairs were excessive enough to total the vehicle
CARFAX did not receive the official cancellation authorization from the customer until February Once the final bill is paid, the account will be closed If they need further assistance, they must continue to work with their account manager
While CARFAX strives to respond to its customers' inquiries as quickly as possible, CARFAX does not make any statements that responses will be within eight business hours The CARFAX order page states that the product is Unlimited CARFAX Reports by U.SLicense Plate for days This is
also stated in the Customer Agreement on the order page, as well as the order confirmation page, the receipt email, and within the account CARFAX's customer support team responded to the customer's inquiry in approximately nine business hours with the following email: Good Morning *** Thank you for contacting CARFAX. Just to review, the package comes with VINs because most of our customers find that VIN searches can meet their needs in addition to using the Unlimited plate searchesI can understand that sometimes that isn't enough to find your next used car and this may be the situation that you are dealing with. To help, I have added more courtesy VIN searches for use until 06-17-If you run out and need more before then, just let us know and we can add more for you. Also, just a tip to keep in mind: Dealers who subscribe to us offer a free CARFAX report when you use their servicesIf you click on "find a used car" on the main site, and search cars there, every listing comes with an instant CARFAX report also. Please let me know if this helps! Thank you for your patience. Justin *** *** ***
***
The police report is not "null and void," it is an official government document which may or may not contain an inconsistency If there are any inconsistencies in the police report, only the issuing authority, the police department, can determine if there are any errors Again, the customer must address this directly with the police department
On December 13, 2017, CARFAX sent the below email to the customer. Additionally, the CARFAX Report states that not everything is reported to it at that moment, and therefore always recommends a pre-purchase vehicle inspection and thorough test drive to check for prior damage and hidden
repairs.I have submitted your data dispute under case number *** and I have confirmed with the source that they do have information that your vehicle/VIN was listed as having damage reported to the vehicle on 07/11/2014. Unfortunately since this information has been verified with the source, I will not be able to remove the damage record off of the CARFAX Report. Our reports are based on information that are provided to us by thousands of sources and we continuously contract with new sources to obtain new and archived data and we update our reports as often as possible. When we contract with new sources, they often have prior records on vehicles that are added to the CARFAX Reports as soon as they are provided. I understand your concerns regarding the timing but despite our best efforts, sources can sometimes take up to several years before agreeing to supply their data while others may never report information to CARFAX
*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: We have never viewed Carfax's terms and conditions We should not be liable due to that fact
***
*** ***
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 order
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
CARFAX has resolved this matter with the customer The police department had listed the customer's vehicle as involved in the accident in error It was corrected by the police department, and has been updated on the CARFAX Report as well We thank the customer for working with us
to ensure our data is as accurate as it can be
From: *** *** Date: Wed, Jan 10, at 11:AMSubject: Re: Your complaint has been receivedTo: Revdex.com CARFAX did resolve the matterThe dealer gave me a direct phone number of someone that works there and they ended up
reviewing and correcting right away after my phone call
[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: ***
I am rejecting this response because:
Your product description on your website is incoherentWhen purchasing the product, I believed it to be Unlimited reports regardless of VIN or license plate reportsThe product description on the website does not specify a limit on VIN reports but is termed as Unlimited ReportsThinking that I was purchasing the unlimited reports, I did not read the receipt or your return policy as I intended on keeping the product and using the unlimited reportsI only found out about your vin limit after HITTING THE LIMITIf you would look into consumer reports on multiple websites, you can clearly see that so many users experience this same issue and confusionThis has been going on for years now and CARFAX has been disregarding all complaints and has not changed their wording in their product placementLet me state this again, had I known there was a limit prior to purchase, I would never have purchased the productWhat CARFAX has been doing repeatedly for years is intolerable and unethicalI believe the Revdex.com should look into this case.Here are multiple reports of people having the same issue.***
***
Regards,
*** ***
The contract the customer signed states clearly that the contract runs from the date it is received by CARFAX until February 29, 2016, and that it includes an introductory offer, which waives the fee for August and includes a reduced price for the first CARFAX Reports, after which the price
increases to the rate The contract is clear that it runs until February and is not a free trial Therefore, the customer would not be charged until September 1, 2015, and upon cancellation, must still pay the full contract price based on its term until February 29, If the customer has any further questions or concerns, they can consult the terms of their contract
The information reported to CARFAX indicates that the service records and odometer readings are correct for this vehicle Reported is the year, make, model, trim level, color, VIN, and license plate for the vehicle The services performed are consistent with the reported odometer
readings Based on this information it seems likely that the odometer of the vehicle has been rolled back, which is a federal crime If the vehicle owner truly believes these records are incorrect, they must contact the shop that reported the records to have them corrected Once corrected, the customer can submit a Data Research Request form (http://***) and submit to us a letter from the shop explaining how the incorrect records came to be reported on this vehicle Otherwise, the vehicle owner should contact their local police authorities
Date: Thu, Sep 14, at 12:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" *** ***, I apologize for the delay. We refunded the customer and sent an email
confirmation on 8/21/2017. Best regards, Vince L
A refund was issued on the account for $54.99, which inadvertently removed all the remaining Reports This has been fixed
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
CARFAX resolved this matter directly with the customer, sending the following email on May 10, 2017: Good Morning *** I have concluded my research for case number *** and the source has confirmed with the insurance company that your vehicle was deemed a total loss due to the
accident on 01/21/2010. I also checked your VIN with the *** *** *** *** *** *** *** *** and they too have the total loss for the vehicleThey show that *** *** *** were the ones that handled the claim and deemed the vehicle a total loss. In my previous e-mails I stated that not all total loss vehicle's end up with a state issued title brandIt depends on the state and their damage threshold amountIt may meet the insurance company's damage threshold but not the state. Also, I see that the total loss information was displaying on the CARFAX Report when you purchased the vehicleYou stated you purchased a CARFAX Report and it was clearCan you please send me a copy of it so I can why the total loss was not displaying on your Report? You can attach it to this e-mail or fax it to my attention along with your case number *** ** *** Please let me know if you have any further questions. Thanks so much for your patience and have a great day!
CARFAX's data source reported structural damage to the customer's vehicle The customer provided a repair order showing repair work was necessary to the vehicle's pillar The pillar is part of the vehicle's structure, and therefore structural repairs were necessary to repair the damage
to the structure
CARFAX will be happy to research the accident record reported to CARFAX by its data source Please complete the Data Research Request form and a Resolution Manager with CARFAX's research department will contact you shortly http://support.carfax.com/c_datarequest
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Because no VIN was provided and we could not locate a purchase or contact with CARFAX with the contact information provided, we have no way of knowing what vehicle is in question in this complaint, and therefore can only respond generically I am sure that if the complainant carefully reviews
the CARFAX Report, they will see that CARFAX never promises that it can provide verified warranty coverage Further, car dealerships are required to notify their customers whether or not the vehicle includes a warranty, and this information would be in the complainants purchase paperwork To discuss this further and provide details, including the VIN, please contact CARFAX's customer support team who will be more than happy to review your information. https://support.carfax.com/
The data source reported to CARFAX that a silver ** *** with VIN *** and an odometer reading of 7,was involved in a loss on 3/16/resulting in damage to the structure of the vehicle where the cost of repairs were not enough to total the vehicle The odometer
of the vehicle also fits with other readings reported to CARFAX The customer states that it was a different vehicle involved in the loss, but unfortunately the details surrounding the other vehicle and its loss do not match up to the details reported to us The other vehicle is a gray *** *** with VIN *** and would have had an odometer reading of over 28,and was involved in a loss on 4/24/where the cost of repairs were excessive enough to total the vehicle
CARFAX did not receive the official cancellation authorization from the customer until February Once the final bill is paid, the account will be closed If they need further assistance, they must continue to work with their account manager
While CARFAX strives to respond to its customers' inquiries as quickly as possible, CARFAX does not make any statements that responses will be within eight business hours The CARFAX order page states that the product is Unlimited CARFAX Reports by U.SLicense Plate for days This is
also stated in the Customer Agreement on the order page, as well as the order confirmation page, the receipt email, and within the account CARFAX's customer support team responded to the customer's inquiry in approximately nine business hours with the following email: Good Morning *** Thank you for contacting CARFAX. Just to review, the package comes with VINs because most of our customers find that VIN searches can meet their needs in addition to using the Unlimited plate searchesI can understand that sometimes that isn't enough to find your next used car and this may be the situation that you are dealing with. To help, I have added more courtesy VIN searches for use until 06-17-If you run out and need more before then, just let us know and we can add more for you. Also, just a tip to keep in mind: Dealers who subscribe to us offer a free CARFAX report when you use their servicesIf you click on "find a used car" on the main site, and search cars there, every listing comes with an instant CARFAX report also. Please let me know if this helps! Thank you for your patience. Justin *** *** ***
***
The police report is not "null and void," it is an official government document which may or may not contain an inconsistency If there are any inconsistencies in the police report, only the issuing authority, the police department, can determine if there are any errors Again, the customer must address this directly with the police department
On December 13, 2017, CARFAX sent the below email to the customer. Additionally, the CARFAX Report states that not everything is reported to it at that moment, and therefore always recommends a pre-purchase vehicle inspection and thorough test drive to check for prior damage and hidden
repairs.I have submitted your data dispute under case number *** and I have confirmed with the source that they do have information that your vehicle/VIN was listed as having damage reported to the vehicle on 07/11/2014. Unfortunately since this information has been verified with the source, I will not be able to remove the damage record off of the CARFAX Report. Our reports are based on information that are provided to us by thousands of sources and we continuously contract with new sources to obtain new and archived data and we update our reports as often as possible. When we contract with new sources, they often have prior records on vehicles that are added to the CARFAX Reports as soon as they are provided. I understand your concerns regarding the timing but despite our best efforts, sources can sometimes take up to several years before agreeing to supply their data while others may never report information to CARFAX
*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: We have never viewed Carfax's terms and conditions We should not be liable due to that fact
***
*** ***
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 order
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
CARFAX has resolved this matter with the customer The police department had listed the customer's vehicle as involved in the accident in error It was corrected by the police department, and has been updated on the CARFAX Report as well We thank the customer for working with us
to ensure our data is as accurate as it can be
From: *** *** Date: Wed, Jan 10, at 11:AMSubject: Re: Your complaint has been receivedTo: Revdex.com CARFAX did resolve the matterThe dealer gave me a direct phone number of someone that works there and they ended up
reviewing and correcting right away after my phone call
[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: ***
I am rejecting this response because:
Your product description on your website is incoherentWhen purchasing the product, I believed it to be Unlimited reports regardless of VIN or license plate reportsThe product description on the website does not specify a limit on VIN reports but is termed as Unlimited ReportsThinking that I was purchasing the unlimited reports, I did not read the receipt or your return policy as I intended on keeping the product and using the unlimited reportsI only found out about your vin limit after HITTING THE LIMITIf you would look into consumer reports on multiple websites, you can clearly see that so many users experience this same issue and confusionThis has been going on for years now and CARFAX has been disregarding all complaints and has not changed their wording in their product placementLet me state this again, had I known there was a limit prior to purchase, I would never have purchased the productWhat CARFAX has been doing repeatedly for years is intolerable and unethicalI believe the Revdex.com should look into this case.Here are multiple reports of people having the same issue.***
***
Regards,
*** ***