ComplaintsforCarfax Inc

• Initial Complaint

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September 29,2023 filed on line, Carfax website to get report for 2009 ***** ***. Had five times to enter requested information before I got an account set up. The next page said 47 reports found. At next line page said "expired" but nothing else. Payment info put on card $44.95. I wasn't able to pull up report though page said processing. when it was finished I got another message to request report. Again "expired" displayed without any explanation or indication my card would not be charged. I filed on site with customer support and got one of three case numbers in addition to an approved number. Case nbe ********* ******** n ********. Approval number*******. Still no report .When I entered the last number and approval number the site said account locked out. I did get email for each different number I received saying case manager assigned the case and don't need to email again. With the lockout message it gave a customer support phone number to call. I called and got canned message office was closed for the night call back in the morning. When I tried that number this next day, Friday it said dealer support and consumers should file form. After I er give times I was unable to get information paid for and I told the site in the email I needed the report by Monday. I received another email today saying the same verbage but with yet another case number. If they sent a phone number to call the night before with locked out number why wasn't that number on today's email. I was told at dealer Carfax report was available but it's not proving to be available to a paying consumer. There appears inherently something astray with the finished and some trim on the car that I need to have the auto body shop aware of to be able to correct since it occurs during and after rain so wasn't seen on lot inspection in sunny two weeks negotiating to purchase car. Dealer stated they would have all fixed if I bring the car back to them for a few days. Report only way to know sure

  I received email from Carfax about an hour ago stating they are refunding the $44.99 I paid for report not given or received.
  
  They said if I had questions n more comments don't hesitate to contact them again.
  
  I replied asking if there is a report since the final home page stated 47 reports. Furthermore I asked since that company is considered gold standard for purchasing used cars in the US why was my request denied. I stated that the company cut off legal purchase, why am I being denied my consumer rights to legally get the information on that vehicle, 2009 ***** ***. I need it for service scheduled and by being denied access I feel that my consumer rights have been violated unprofessionally. Rights I have as consumer in this United States. Please advise immediately.
  
  Can BBB see if Carfax will give an explanation because I never had this problem getting a report from them for other cars. Case number is on complaint email already forwarded and car specifics purchased.

  Customer response

  10/02/2023

  ---------- Forwarded message ---------
  From: ******************************* <*************************>
  Date: Sun, Oct 1, 2023 at 12:25 AM
  Subject: Carfax difficulty
  To: <info@mybbb.org>

  
  

  After submitting to BBB or just before, Carfax over rided both problems and sent me the full 47 reports for ***** 2009 ***.

  
  

  Cancel my complaint about Carfax.

  
  

  *******************************
  

• Initial Complaint

  09/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 23, 2023 I went to the carfax.com website and paid for a vehicle history report. My card was processed, because the transaction appears in my account. However, the only thing I have received is a receipt. The email has a link that says 'run report' , which I click and was taken back to the payment tab. I would like my report or my money back.

  Customer response

  09/28/2023

  A refund was provided recently. Please close this case.

   

  Thank you

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to resolve a report discrepancy from CarFax. The issue shows an odometer rollback on the vehicle which is damaging the vehicles value as the report is attached to the vehicle VIN. This was due to a typo at the dealership service department and is an easy fix. A representative from CarFax has not contacted us on this time sensitive matter and multiple case numbers have been submitted by us as the Consumer and by the dealership to expedite the solution. Repeated attempts to contact have redirected to the same contact form prompt. Customer service and service in general is extremely lacking as they do not provide a phone number. This issue has been going on for weeks, we have had the issue resolved with competing companies but CarFax continues to drag their feet on this matter and it will result in financial loss. A resolution is simple, CarFax is a database, most likely a cloud database, all it takes is one person to correct 1-2 entries on the form and the issue will be resolved, but they are unreachable to have the issue resolved. We need to be contacted to resolve this matter and/or CarFax needs to develop customer service and resolve the issue that has been requested.

  Business response

  09/27/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's support team strives to assist as many customers and as quickly as our workload permits. Specific to this customer, a request for assistance was received 9/6, and CARFAX's support team responded 9/11, within 3-business days of CARFAX's hours of operation. To resolve the customer's request for assistance, CARFAX's research team researched the vehicle's history and the results of the research enabled CARFAX to update the CARFAX Report. The customer received complimentary access so the updated Report by email. Here is a link again for the customer's convenience, and the link will be accessible for 60-days:
  
  **************************************************************************************************************************************************************************************

  We appreciate the customer's patience during the research process.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a Carfax report on our vehicle from our insurance company. We have a vehicle that a valuation was performed for settling a total loss on our vehicle, as a result of hail damage. The report was run by the insurance adjuster 9/6/23 @ 6:46am. CDT. On the Carfax report it is publishing that our vehicle was reported to have (Damage)(Very minor damage) to the rear of the vehicle with a date of reported damage being 5/26/23. The vehicle was never involved in any accident and our insurance company has no claim reported by us the policy holder or as result of a another party claiming damage on their property as result of our vehicle damaging their property. The published listing of damage to our property that is not accurate and false has a negative impact on the value of our vehicle. It is exceedingly difficult to make contact with Cafax. We are reaching out to the BBB for assistance in getting contact made and for helping to have Carfax remove the false reporting against our property.

  Business response

  09/27/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's support team is easy to reach - all customers that submit a request via our help center receive a response from one of our experienced team members. Specific to this customer's request, CARFAX received a general help request related to damage on a CARFAX Report. If the customer would like to dispute the damage record, CARFAX's research team would be happy to look into that request for the customer. CARFAX's support team contacted the customer and provided them with the link to the form that is required to request research. Here is the link again for the customer's convenience:
  
  ***********************************************************************
  
  Once a research request form is submitted, CARFAX's research team will be able to research the history and assist the customer further.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a CarFax report for a vehicle I am selling. The report has incorrect information which led to me being denied the ability to sell my car on a very popular auction website. The report incorrectly states that I recently had my car inspection for an oil/transmission leak, which is not the case. The auction website felt I was being deceptive because I did not report the information that they saw on the CarFax history report. I submitted a request one week ago on CarFax's website. I have received a reply acknowledging receipt of my dispute but they still have not corrected the report. I provided them the work order/invoice from the Air Conditioning shop that last serviced my car and it shows there was no oil/transmission leak inspected or repaired. I cannot sell the car with this incorrect information on my report. CarFax has no phone number in which a paying customer can call and speak to someone. I just want me report fixed ASAP.

  Business response

  09/27/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's research team strives to research and respond to customer requests as quickly as our workload permits. We do appreciate the customer's patience during the research process.

  CARFAX's research team received a request to research a service entry that was reported to CARFAX. In this request, the customer was able to provide documentation describing the services that were performed. This documentation enabled CARFAX to update the CARFAX Report. CARFAX provided complimentary access to the updated Report to the customer. For your reference, here is access to the updated Report, which will be available for 60-days from today's date:

  **************************************************************************************************************************************************************************************

  Customer response

  09/29/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've paid for the same carfax report twice but they are not on my account nor have I received the report via email. I needed the report to assist in a vehicle purchase and now have no way to very the vehicles history.

  Business response

  09/27/2023

  Thank you for the opportunity to assist with this customer concern. When CARFAX Reports are purchased, customers must sign in to their accounts, go to the "CARFAX Reports" section, and on that page they should be able to enter the VIN and run the Report. CARFAX Reports are not emailed to a customer. Customers that require assistance with accessing and running a CARFAX Report are welcome to contact our support team via our support page, at support.carfax.com. Unfortunately, we did not receive a request for assistance associated with the contact information supplied to the Better Business Bureau. However, CARFAX's support team was able to locate and refund both purchases for the customer. The customer will receive $44.99 and $44.99 in refunds for the 2 purchases. It may take the customer's bank/credit card vendor 3-5 business days to receive and process the refund before posting to the customer's account.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Carfax shows accident on my vehicle that did not occur. I went to trade in the vehicle and the salesperson pulled up carfax and showed the report of damage to right and the front fender. I have tried to resolve with carfax but they say they are correct and I'm wrong and closed the case.

  Business response

  09/18/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an accident for the vehicle in question. To address the customer's request, CARFAX researched the vehicle's history and verified that a record of damage was reported for the vehicle in question. The damage event was reported as occurring on, or around 5/3/2023. The damage was reported as involving the front and right front of the vehicle. Please note that damage does not always result from an accident. It can be a result of many different types of events that results in scratches, dents, cracks, rust etc. Examples include contact with objects (other cars, trees, traffic signs, road debris, etc), vandalism, reconditioning work or weather-related events. To better understand the damage event, CARFAX recommended that the customer contact their automotive insurance agency for a history of claims, review repair documents, even repairs the customer may not consider damage, and contact service facilities they may frequent to ask for any records from the time in question. Should the customer have any documentation such as an estimate or final repair bill for the event in question, CARFAX would be happy to resume research to determine if any changes to the CARFAX Report may be performed.

  Customer response

  09/19/2023

  [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: ********
  
  I am rejecting this response because:  There was never any damage or repairs to the car.  Nothing major and nothing minor!!  The only repair EVER to the car was a flat tire that was repaired by ******* ***** on 5/25 of the referenced year.  I would like the name of the business that supposedly turned in the damage, so that I can resolve this issue.  I checked with ******* ***** to see if they had turned any repair of damages and they had not.  And I have not been to any other shops!  It is ridiculous that this won't be corrected. I can assume whichever repair business that turned in the damage has mistakenly entered the VIN incorrectly!
  
  Regards,
  
  **********************
  

  Business response

  09/27/2023

  Thank you for the opportunity to respond to this customer's remaining concerns. At this time, CARFAX is requesting that the customer provide a letter of experience from the automobile insurance provider that insured the vehicle in May 2023. The letter should be on the insurance company's letterhead and include the VIN for the vehicle in question. Upon receipt of this documentation, CARFAX's research team will be happy to resume research on the vehicle's history. With regards to the customer's request for information about the data provider, organizations that elect to report vehicle history records to CARFAX determine whether they will authorize CARFAX to identify them on CARFAX Reports. If the name of the organization is not listed on the CARFAX Report, CARFAX cannot provide the name. In this case, CARFAX will not provide the name. Please be assured, however, that the information is provided by reputable organizations connected to the automotive industry. Typical organizations may include state and local agencies, repair facilities, and insurance companies. CARFAX does not receive vehicle history report records from the general public or via anonymous tips.

  Customer response

  09/28/2023

  Carfax has investigated and found that my car did not have the damage that had been erroneously reported and have removed it from their Carfax report.

  Customer response

  09/29/2023

  Date Sent: 9/28/2023 3:59:39 PM
  Carfax has investigated and found that my car did not have the damage that had been erroneously reported and have removed it from their Carfax report.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Carfax is reporting a false information on their website about my 2017 ***** ** *** Vin *****************. I have tried multiple times to contact Carfax but this company has refused to respond. Carfax is the only website that is reporting this false information. ****** which is managed through ************** of ******* isn't reporting this information.

  Business response

  09/18/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's research team strives to research and respond to customer requests as quickly as our workload permits. CARFAX received a request to research a Total Loss on Sunday, 8/27, while our office was closed. The customer's request was addressed in the order in which it was received, and the customer received final results of the research on 8/30. To address the customer's research request, CARFAX's research team researched the vehicle's history and found justification to update the CARFAX Report. The customer received complimentary access to the updated CARFAX Report by email.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carfax is showing that I have a current extended warranty with ****** ****. This account was set up for a 30 day trial only in December of 2020 and cancelled in January 2021. I have a current warranty with Endurance I have been paying for since January 2021. They wont pay for current repairs since carfax never removed ****** **** from my carfax report. I have sent multiple emails and attempted to call them with no response.

  Business response

  08/30/2023

  Thank you for the opportunity to assist with this customer concern. Upon review, CARFAX has not received any communications or requests for assistance matching the information provided to the BBB. In an effort to offer our assistance to the customer, CARFAX's support team contacted the customer and provided them with instructions on how to submit a record correction request through our Help Center. Once the customer submits a request, the case will be assigned to a Resolution Manager who will research the vehicle's history and determine if any corrections to the Report are supported.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 08/04/23 I bought a 3 Carfax Vehicle Report. I used one that day to look up a **** Flex. The next day I could not log in to Carfax stating it didn't recognize my email address, although I received multiple confirmations from them. 08/08/23-I contacted Carfax's Consumer Affairs about the issue and sent a copy of the receipt and plan from their website. I weekly get an email from them (probably 4) weekly stating that it's still being researched. I needed this to check out cars before I bought one and I was unable to use their services except once. This was a cut and dry situation with the documents I sent them, and they have stalled for 3 weeks now. I no longer need the additional 2 and want my money back. My case # with Carfax is: #********. Thank you, *****

  Customer response

  08/25/2023

  It has been resolved as of 08/24/23 thank you, **********;

  Business response

  08/30/2023

  Customer indicates via BBB the issue has been resolved. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩