Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As Carfax is an important service used by numerous automotive dealers, I find that a simple mistake such as a service centre checking 'miles' instead of 'kilometers' can devalue a trade-in vehicle by thousands of dollars, such as the situation I'm in. This is causing a vehicle sale to fall through, and money lost, even though I can prove my current odometer reading is much less than on my Carfax report that the dealer taking my trade ran. I reached out to Carfax and submitted Ticket ID: ****** on May 29, 2025. The message said 2-3 business days for a response. As this is a time-sensitive matter, I tried to locate another contact number, but the one I found is not serviced and refers to the online portal. It is now June 4, 2025, and I attempted to use the chatbot yesterday for a fix, but this just submitted another ticket (******). I find that the elusive customer service is disappointing for a service that has such influence to make or break sales with financial reprocussions. I would like to have my report changed before this weekend so I can proceed with my transaction and get the appropriate value when trading in my vehicle before my odometer continues to climb. Proof of current odometer was uploaded with both tickets.

  

  Business Response

  Date: 04/06/2025

  Hello,

  Thank you for contacting CARFAX Canada and sharing your experience with us.

  CARFAX Canada reports are compiled from billions of records, shared with us by thousands of participating data sources across Canada and the ***** reflecting the information shared with us by those providers at time of report order.

  Our data sources are trusted within their industries, and their data is vetted for accuracy. That said, errors can still occur.

  CARFAX Canada is proud to offer a dedicated team of professionals who can - and will - investigate vehicle history data concerns raised to us by customers, and in many cases, completing those investigations in a timely manner.

  In this instance, the data investigation process was started shortly after your submission, and an update on that investigation has been provided to you via email.

  Thank you again for contacting us and sharing this experience.

  

  Business Response

  Date: 04/06/2025

  Hello,

  Investigation was started within 2 days of customer submitting their request.

  Typically, our team will send a note to customers when their request is assigned/picked up by the team and we will also normally provide an estimated timeline for the data investigation to be completed.  In this instance that did not occur and we'll revisit this step with team.

  That said, investigation was underway and the vehicle history for this customer has been amended to resolve the discrepancy/concern. We have notified customer of this via their ticket to our team.

  Customer Answer

  Date: 04/06/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:15/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase of vehicle from *************** January 2020 We purchased a 2014 GLK250 Blue Tec from ************* in January 2020. At the time of purchase, the Carfax report provided to us showed no accidents on record. I financed the vehicle for the amount of $24,999.0, in March of 2025, we decided to look at a larger vehicle. The dealership that we purchased the vehicle from was hosting VIP event. We talked to a Salesman and sat down to review options if we traded the 2014 GLK250 for a new ****** vehicle. The Salesman ran the carfax for the Mercedes GLK, he came back and asked us about the accident that is on the file. We advised there was a minor accident in December 2025, though no claim was made. The Salesman asked about the other accident, we asked what accident as there was just one, he told us it was from 2018, which is almost 2 years prior to when the vehicle was purchased. We left the dealership we decided to not purchase the car. We then went to another dealership to inquire about trade-in value or if they purchase the vehicle from us. Their representative also ran a Carfax and asked us about the accident history. I told him we were aware of two incidents one minor, self-reported incident from December 2024, and the one from 2018 that Brasso had mentioned. However, he informed us there were actually four accidents listed in total three of which occurred before our purchase in 2020. This was both shocking and extremely concerning, as this was the first time we had heard of any of those prior incidents.We then tried to sell the vehicle privately, but as expected, the accident history has made it quite difficult. Most buyers are understandably hesitant. This situation has put us in a very uncomfortable and unfortunate position one that we feel we should not be in. I talked to the ** at ******, they pulled the original carfax and it showed no accidents. They pulled current report and it shows the 4 accidents. Brasso sent an email to carfax, and me

  

  Business Response

  Date: 16/05/2025

  Good morning *******,

  Thank you for contacting CARFAX Canada, and for sharing your experience with us.

  CARFAX Canada reports are compiled from billions of data records, shared with us by thousands of participating data sources across Canada and the ***** reflecting all of the information available to us from those sources as of the date and time a report is ordered.

  While we are the most comprehensive vehicle history reporting service in Canada there may be other information recorded about a VIN that is not available to CARFAX Canada. Along with a CARFAX Canada vehicle history report to inform a vehicle purchase and/or sale decision, we also always recommend sellers and purchasers take other steps to further verify a vehicle's current condition and its past history from which to inform their selling and/or purchase decision.

  Our reports are a snapshot in time, reflecting all of the information available to us from data sources at the time a report is ordered. We receive new data everyday - some of which may be for an event that occurred in the past.

  It is our position that displaying all data records available to CARFAX Canada at time of a report order - including records that we may not have had access to in the past - is in the best interested of Canadians as it helps inform a vehicle purchase decision.

  In instances where a new CARFAX Canada report reflects information that was not previously available to us on a prior report for that same VIN we do recommend speaking with the seller of that vehicle to further discuss any questions/concerns you may have.

  Should the seller of the vehicle have any questions, we also invite them to contact us through our ************** (*********************************).

  Thank you again for contacting us, and sharing your experience with us. We wish you all the best in your discussions with the vehicle seller and remain hopeful that a satisfactory resolution will be achieved through those discussions with them.

  Customer Answer

  Date: 16/05/2025

   
  Complaint: 23333271
  
  I am rejecting this response because: The vehicle was purchased from a dealership and not from a private seller, as a consumer I put the trust in the dealership and carfax to have accurate information so that I can make a more informed. Secondly as I stated in my complaint, I can understand if the accident appeared a few months later but not 2 years.. This creates issue for not only the customer but the dealership as well. Lastly I would expect a reply back from a human and not a canned message.
  
  Sincerity 
  
  ******* Mackaseyt 

  

  Business Response

  Date: 16/05/2025

  Hello,

  As noted in response to complaint, our reports are compiled from data shared with us by external data providers who have agreed to share data with us. Once a report is ordered and completes, it is a static document that does not change.  We do - daily and therefore, over time - continue to gain access to new data not previously available to us - either by gaining additional data from existing partners that they may not have been previously available to share with us for varying reasons and/or through the acquisition of new data sources that provide data not previously available to us.

  In this instance, what's occurred here is that in 2020 we did not have access to some damage data, but since 2020 we have obtained access to additional data through new data partnerships.  From those new partnerships we were able to obtain both data recorded on/after the data agreement going into effect as well as historical data these sources already had in their records. We can confirm that this "new data" was not available to us in 2020 and that there were no errors in the product that lead to this experience.

  CARFAX Canada is a valuable resource for both vehicle buyers and sellers but we do also recommend both parties take additional steps to ensure that a comprehensive vehicle history and its current condition is verified prior to a vehicle being sold/purchased.  And especially in the case of vehicle purchases from dealerships, there is an expectation in many provinces that dealerships take all reasonable steps to validate a vehicle's history/condition to ensure the information they provide their customers is as complete as possible. For dealerships, this expectation is higher than it would be for private sellers. And in many instances, the expectation on dealerships by the province is that their due diligence includes a vehicle history report (CARFAX Canada or other) as well as other activities.

  We can't state that selling dealer did not take "reasonable" effort to complete full due diligence but Consumers do have the ability - outside of requesting compensation from CARFAX Canada directly or through BBB - to "challenge" the dealership's due diligence process. In provinces such as *******, ******* and **, there are regulators/consumer protection agencies that can support Consumers who feel that a licensed retailer did not meet their due diligence requirements when selling a vehicle. This is a protection available only for vehicles sold by licensed retailers and is not extended to private sales completed in the province(s). 

  While we are sympathetic to this customer's experience, customer will need to engage selling dealer to request compensation/other resolution. And, if those discussions do not provide desired outcome, customer can engage their provincial regulator/consumer protection agency for further assistance. In this case of this Consumer, they would need to engage the ************************************** (*****) for more information on their rights/protections and to better understand retailer obligations in AB. Should ***** have reason to believe that due diligence was not sufficient, they would take appropriate steps to support customer and/or take necessary actions against the retailer.

  we will provide a follow up response to customer again - maintaining previously stated position - in a few minutes.

  

  Business Response

  Date: 16/05/2025

  Hello *******,

  Thank you for your prompt and candid response.

  As noted in our prior reply, our reports are compiled from data available to us from partners across Canada and the ***** and can only reflect the data that is available to us from our partners at the time a report is ordered.

  In alignment with our mission to empower Canadians with data/insights to make more informed decisions about vehicles, we are always seeking out additional data and we include that new data in our products when available to do so.

  In this instance, the records in question are reflecting data now available to us but which were not available to us at time this vehicle was purchased. As such, that data did not - and could not - appear on Vehicle History Reports ordered at that time.

  We do recommend sharing your experience with the seller, as they may be open and receptive to finding a solution to this with you. If that is not the case, there may be other resources available to further support you in resolving this experience.

  Thank you again for contacting us, sharing your experience and for your honest feedback. We hope - and trust - efforts to resolve this experience with the seller directly will provide a positive outcome for you.

• Initial Complaint

  Date:15/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background Context:I purchased a car in ********* 2024 from a dealership. I was supposed to receive a carfax report but i never did. I wanted to do a transmission fluid change and wanted to see if it had been done recently. After not hearing back from the dealership I purchased a carfax report. Shortly after (the same day) I did hear back from the dealership regarding the maintenance that was done to the vehicle, rendering my carfax report unecessary (and I had not clicked the link in the email to access the carfax report). I then contacted carfax to request a refund, which instead they offered me a second free carfax report instead. A second carfax report is useless as I am not purchasing another vehicle anytime soon. Regardless this is not the issue.Issue:I replied to carfax requesting them to send me any terms and conditions, so that I could review them to fully understand what each party agreed to (this was approximately a week ago). I have not heard back. This is odd because they replied to my initial inquiry within *********************************************** rather than trying to find an adequate resolution. Anyways, after much digging I found the terms and conditions. In them it says "use" means accessing or using the product. It also says "By using an Offering, you agree to be bound by these Conditions of Use". It also says " If you do not agree to be bound by these Conditions of Use and our Privacy Policy, or are not capable of agreeing to these Conditions of Use and our Privacy Policy, then you must not use any of the Offerings.". Since I have not clicked the link in the e-mail I don't believe I am bound by the terms / conditions, although I could be wrong. But that is kind of besides the point, which is carfax will not even respond to my request to 1) send me the terms and conditions for me to review and 2) carfax will not take any steps to resolve a dispute beyond the initial response or further explain why I am not entitled to a refund.

  

  Business Response

  Date: 22/04/2025

  Hello,

  Customer was provided a refund on April 16, 2025.

  

  Business Response

  Date: 22/04/2025

  Hello *******,

  Thank you for reaching out to us. We truly appreciate your business and understand how important it is for our customers to be satisfied with their purchases.

  Digital products, by their nature, are immediately accessible and can be consumed or copied upon purchase. Once a digital product has been generated and provided to a customer, it becomes challenging to verify that it has not been utilized, duplicated, or shared. For this reason, we generally do not offer refunds on digital purchases, as the product cannot be returned in the same manner as physical goods.

  The above said, we recognize that unique circumstances may arise and we strive to be accommodating in those instances.

  The agent handling your request has revisited this unique situation and provided an updated response.

  Once again, we appreciate you sharing your experience with us.

  Regards,

  **** *.

  Customer Experience Team Lead, **********************
  

• Initial Complaint

  Date:30/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After paying for a Vehicle History Report + Lien Check , I entered my vehicle VIN and was informed they could not provide the report. After 7 business days, numerous emails and several attempts to connect with them by phone, I still have not been refunded my purchase amount and no one from this company has reached out to contact me about this issue.

  

  Business Response

  Date: 01/10/2024

  Hello ****,

  Thank you for contacting CARFAX Canada and for sharing your experience with us.

  We appreciate your patience in receiving a response during this busier than normal period of time. We have now responded to your inquiry through your CARFAX Canada Support Ticket ID - created once you emailed us.

  For further clarity on your ordering experience:
  

  CARFAX Canada's system and data networks are optimized for passenger cars & light trucks, manufactured 1981 - present, intended for sale in ************* and which use the approved North American passenger car/light truck VIN standards.
  
  You will not be able to order a report from our website for most other VINs that do not align with above criteria - though we do have a way to, internally, to process an order for VINs that do not align with the above criteria. For users entering VINs that do not align with modern day VIN standards, an error message does display. That said, we have shared this experience with appropriate teams so that they may explore opportunities to ensure greater visibility and/or clarity with that messaging in the future.

  Thank you again for contacting us, sharing your experience and your patience.
  

  
  

  

  Business Response

  Date: 01/10/2024

  We are experiencing a higher than normal volume of requests through our ticketing system - which does include an auto response noting requests may **** * business days to be reviewed/responded to - and customer submitted requests 6 calendar days prior to submitting BBB complaint.

  Above said, we have found customer's transaction and have issued a refund as customer requested, as well as provided additional steps to further support their current needs.
  

  Customer Answer

  Date: 01/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution somewhat satisfactory to me. However, I will not be using this service again and will be advising any colleagues, family and friends to avoid this business.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:17/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received CarFax report with erroneous odometer reading (about 11k higher). Filed request for correction immediately, did not hear anything for 10 days (beside automated email acknowledgement). Called the customer support line and reiterated the issue. 5 days later, still no corrected CarFax. Called again today only to be told they are still waiting for a 3rd party review. They delivered a subpar product and have taken an inappropriately long time to fix the issue. This product is of less value to me, as I am constantly having to explain the discrepancy to potential buyers. Selling a car is a time-sensitive issue and CarFax doesn't deliver a quality product on time. They also refuse to provide any kind of refund.

  

  Business Response

  Date: 18/09/2024

  Hello *******,

  
  Thank you for contacting CARFAX Canada Support and for sharing your experience with us.

  CARFAX Canada reports are compiled from billions of data records, shared with us by thousands of participating data sources across Canada and the ***** reflecting all information reported to us by those sources as of the date/time a report is ordered.

  While our data sources are reputable within their industries and their data is tested for accuracy, errors can and do occur.  CARFAX Canada is proud to offer a dedicated team of professionals who can investigate data concerns.

  CARFAX Canada strives to complete all data investigations in a timely fashion - though the time it takes to complete an investigation can vary based on numerous factors.

  We appreciate your patience while investigation into a data concern was underway and we will be providing an update for you shortly - through your CARFAX Canada Support Ticket.
  

   

  

  Business Response

  Date: 18/09/2024

  Due to a lengthier than normal delay in the investigation process, we have issued a refund for customer.  We have emailed them a copy of the refund receipt and will be sending them a directly reply through our ticketing/customer request system to further notify them that this was completed for them.

  Customer Answer

  Date: 19/09/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "comprehensive" Report from this business and the report is lacking required information. To be honest it feels like a scam. I have contacted Carfax repeatedly about obtaining a report and their phone lines are closed and unavailable, and 3 days later no one has even acknowledged my service ticket. This so-called service they offer is to assist people either buying or selling a car, which is something that is generally done in a timely manner. I paid 70 bucks for a report and I want what was advertised. Please have someone contact me ASAP otherwise I will pursue this further to get my money back. I've attached a screenshot of the report that is incomplete. My car was registered in ******* for 10 years and only in ** for 4 months, but the report is inconclusive because I did not select BC when I ordered it. It does not show any info for AB, the province where it was registered for the majority. What a waste of money. Please contact me ASAP to get this resolved. If I need to pay more to add BC, that is fine. I find it utterly ridiculous that no one has contacted me after I put in a service ticket more than 3 days ago. Trying to sell my car and I don't have the comprehensive report I paid for. Very poor nonexistent customer service.

  

  Business Response

  Date: 04/06/2024

  Hello *****,

  Thank you for contacting CARFAX Canada Support, and for your patience during this busier than normal period of time.
  

  Please note that CARFAX Canada reports are compiled from billions of data records, shared with us by thousands of participating data sources across Canada and the U.S.; reflecting all the information available to us from those sources as of the date/time a report is ordered.

  While we are the most comprehensive vehicle history reporting service in Canada, there may be other information about a vehicle that has not been reported to CARFAX Canada. For any information recorded by other businesses about the *** during time of your ownership of the vehicle, that has not been reported to us/does not reflect on Vehicle History Report(s) for your ***, we would recommend contacting those businesses to request documentation on file for your *** (i.e. service records, repair records, recall closure/action notices, etc...), and keeping those in a file along with the CARFAX Canada Vehicle History Report.
  

  And for vehicles with current/past BC registration - that would have likely had insurance coverage from the ********************* of **************** - ICBC can share available estimate, insurance claim and/or glass repair information with CARFAX Canada customers for an additional fee of $20.00 + tax. This Add ICBC Check must be included at time of purchase and cannot be added post-purchase.  To complete a check of ICBC's records for a *** post-purchase, either a new CARFAX Canada report must be purchased with the Add ICBC Check included at time of purchase, or an ICBC Vehicle Claims History Report can be purchased separately and directly from ICBC.
  

  In review of our records, it does appear that your purchase was completed through an authorized reseller. Please note that CARFAX Canada is unable to issue refunds for purchases of CARFAX Canada reports completed through authorized resellers as that purchase/transaction was completed through the reseller, not CARFAX Canada. Refund requests for purchases completed through an authorized reseller would need to be submitted directly, by the report purchaser, to that reseller.
  

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 21794695
  
  I am rejecting this response because:

  It is a canned response, and does not address my complaint whatsoever. First of all no one can be reached by phone at Carfax, it took 3 days to get any sort of response. Secondly, the report I received is NOT comprehensive. You basically replied with a sales pitch about your product which tells me nothing considering I ordered the report and it's inconclusive. The car was registered in AB for 10 years, and in ** for only 4 months. I want a report that stipulates the specifics, i.e. no accidents for AB, the majority of the province in which it was registered. Otherwise I want my money back. Your report is a joke. As per the screenshot I attached, your report tells me ****. Please come back with a different resolution, yours is unacceptable. 

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/06/2024

  Hello,

  CARFAX Canada is unable to issue refunds for reports not purchased directly from CARFAX Canada.  As your report purchase was completed through an authorized, third party reseller a refund request will need to be submitted - by the report purchaser - to that third party reseller for review and response in accordance with their policies.
  

  As noted in prior responses: Through our partnership with the ********************* of **************** (ICBC), CARFAX Canada customers can complete a check of estimate, claims and glass repair data for a VIN in ICBC's records. This is completed through the Add ICBC Check, for a fee of $20.00 + tax (the same cost as an ICBC Vehicle Claims History Report - available directly from ICBC's website). The Add ICBC Check cannot be completed post-purchase, and instead must be completed at time of order.

  To obtain a report that no longer contains language noting that ICBC data is not reflected on the report, a new report - which includes the Add ICBC Check at time of purchase - must be ordered either through CARFAX Canada or an authorized reseller. Alternatively, customers may also purchase an ICBC Vehicle Claims History Report to supplement their CARFAX Canada report - though through this solution, the CARFAX Canada report will continue to reflect language noting that ICBC data is not included on that report.
  

  

  Business Response

  Date: 12/06/2024

  Hello,

  Had customer purchased their report through us initially - and not through a reseller - we would still require customer to purchase a new report, and one that included that Add **** Check information that is currently missing. And in doing so, once notified of that new report purchase we would issue a refund for the original purchase without question.

  As we've indicated to customer already, we are unable to issue a refund for a purchase completed through another merchant. And while the customer's vehicle may have only been in **************** for a short period of time - during which time it would have been required to have insurance coverage from **** - customer did not request the Add **** Check at time of purchase and as such, our report is noting that. We include this language on our reports to provide an additional layer of protection for used vehicle purchasers. Without this language, bad actors would exclude the **** Check in an effort to use our reports to pass off a damaged vehicle as having no damages.

  As noted to customer in response to their email to our Customer Experience Team: prior customers who have purchased through resellers and not included the Add **** Check in the past have followed the steps outlined to them by CARFAX Canada; and to best of our knowledge have not had their refund request through reseller partners denied. At this time, customer can still request a refund through the reseller without any further purchase and it is likely they will still get a refund from the reseller - though we cannot guarantee that. Through the full steps outlined customer would very likely get the refund of their original purchase through that reseller but would also obtain a copy of a CARFAX Canada report that no longer contains language noting **** data is not included.
  

• Initial Complaint

  Date:15/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "Vehicle History Report + Lien Check" from Carfax for $69.95 plus tax. The Carfax website says that the Vehicle History Report includes "Major accidents" "Frame and structural damage", "Hail damage", etc. (I have updated a screenshot of this webpage: ************************************************)*After* paying the $69.95 plus tax, there was a popup on the Carfax website that said for the report to include accident history from the ********************* of **************** would require an additional $20 fee. If I had know this initially I probably wouldn't have paid the $69.95 PLUS $20 for the report.BEFORE a customer pays for a "Vehicle History Report" the Carfax website should tell the customer that the report *will not* include accident history from the ********************* of **************** and that there is a $20 extra charge for this.It's like a sign saying "Ice cream $3.00" with a big picture of an ice cream cone. You pay the $3.00, and then the store says "Would you like a cone with your ice cream? There is an extra $1.00 fee for the cone."I demand that the Carfax website be revised to remove the false advertising, a refund of the $20, and an apology.Regards,*****************************

  

  Business Response

  Date: 16/03/2024

  Hello,

  Thank you for contacting CARFAX Canada Support, and for sharing your experience and feedback with us.

  Please note that the Add ICBC Check add-on is optional (though recommended) and is only applicable to vehicles with current/prior ** registration history as only those vehicles would have any insurance history with *********************************************.
  

  The Add ICBC Check add-on is identified to customers prior to purchase when a *** is present throughout their order journey. Without a *** during that journey, our system is unable to identify that the vehicle of interest to our customers has current/prior ** registrations.

  Customers can purchase a CARFAX Canada Vehicle History report without entering a *** at time of order but to obtain a Vehicle History Report would be required to enter a *** to complete the redemption of their order (we use the *** to request/obtain vehicle history data from our sources). Once the *** is entered and our system recognizes that *** as having ** history, the prompt to include the Add ICBC Check would then appear.

  The Add ICBC Check is optional, though recommended for vehicles with ** history as it allows us to search ICBC's insurance records for that ***. Without the Add ICBC Check included, we can still search for other vehicle history information - incl. damage information available to us from other, non-ICBC sources; and if damage has been recorded for the *** from other, non-ICBC sources it would still appear on the Vehicle History Report.

  We can see that you also contacted us through our *************** and we have replied to your request via email. Should you have further questions/concerns, please do not hesitate to follow up with us directly at **************, provide us with your TICKET ID and a member of our Customer Experience Team and/or myself would be happy to discuss further.
  

  

  Business Response

  Date: 16/03/2024

  Customer also contacted us through our Support Centre.

  Through that channel we have provided a more tailored, detailed response that was specific to this customer's experience and request.

  As part of that response we have confirmed for customer that requested refund has been issued as a one-time courtesy and that their order has been cancelled. We have also invited customer to contact us further should they more questions/concerns around this specific experience or to discuss their needs further so that we can level-set expectations/best ways to use our products/etc.... in the future.
  

  Customer Answer

  Date: 16/03/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:13/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used car fax to get lien, service, lost/stolen, accident, registration (inspection required, normal, non-repairable, rebuilt, salvage, stolen) data. The report came back with status of Normal under Registration. I purchased the car for $3500. I found out there are OEM parts available from GM for this car, so it was falsely represented by Carfax. I called Carfax and complained on Mar.13/2024 and they said their platform isn't at fault and I disagree. I paid for this service to help with my decision and the report said it was good and now I have an expensive Carfax mistake.

  

  Business Response

  Date: 14/03/2024

  Hello,

  CARFAX Canada reports are compiled from billions of data records, shared with us by thousands of participating sources across Canada and the ****; reflecting all information available to us from those sources as of the date/time a report is ordered.

  While we are the most comprehensive vehicle history reporting service in Canada, not all information recorded about a VIN is available to us and due to each vehicle's unique history the amount of information available to us for each vehicle may vary.

  As noted in earlier voicemail and email to you, I invite you to contact me at ************** to share more information about your experience so that I may better understand that experience and respond accordingly.
  

  

  Business Response

  Date: 14/03/2024

  We required further clarity on customer's complaint before providing resolution

  Have since talked to customer by phone, and confirmed complaint was unrelated to CARFAX Canada.

  Though issue customer is experiencing is not related to CARFAX Canada, we have refunded customer's transaction.

  Matter is resolved.
  

  Customer Answer

  Date: 14/03/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:13/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 18, 2023 I went to a Tesla dealership to trade in my car for a brand new Tesla. In that day I was told that Carfax has an accident reported for my car VIN#. I never had any type of accident with my car. I bought it brand new, I am the only owner and driver and never had any accident with my 2017 Infiniti QX30 Sport vin# *****************. ***** told me that they could pay me only $13,000 because of the accident reported in Carfax but my car worth $23,000. I contacted Carfax by email and they told me to contact *********** because they reported the accident. I contacted ******************** and they told me that was an error and they fixed it and sent the correct information to Carfax on Dec 6, 2023 and asked me to wait for 5-7 business days to have it corrected by Carfax. I missed the trade-in opportunity with ***** and a few sales after during December 2023 because of that report in Carfax but today I missed another one at *****************. I have all emails and contacts that can prove everything I'm saying. For me Carfax could be close its business because searching on ****** I see they have been causing problems to way too many people but besides that I need them to correct my file because I was counting on the sale of my car to pay others and I am now having to get money from Line Of Credit and paying interest because of them (I can prove that as well). Please help me to get that fixed asap. Thank you very much.

  

  Business Response

  Date: 16/01/2024

  Thank you for contacting CARFAX Canada.
  
  We are proud to be the most complete vehicle history reporting service in Canada, displaying data from billions of records through thousands of sources including, but not limited to; service records,registration history, stolen status check, police report information, estimate and claims data.
  
  We will display information available to us from our data sources when information has been documented on the vehicle and we have a dedicated team here to investigate the data when requested.
  
  Regarding police reports, if the information is confirmed as being documented on the **** and we verify this with our source, we will require corrections first be made to the report by the police agency that recorded this information. 
  
  If the police reporting agency amends their collision report to remove your vehicle from their case records on this incident we are committed to reviewing/verifying that amended report and, if verified, having that information removed from your vehicles history at that time.

  We are currently working with both data sources and the reporting police agency to verify any corrections that *** have been made to the original collision report and will continue to provide updates to you as they become available. We appreciate your patience while we continue this process.
  
  Should you have any other questions, please do not hesitate to contact our Customer Experience Team!
  

   

  Customer Answer

  Date: 18/01/2024

   
  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 because they fixed their file for my car and sent me today a new report without any accident as can be seen here:

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

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:17/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CARFAX CANADA IS IN THE BUSINESS OF BEING FRAUDULENT IN PROVIDING *************** REPORTS. I PURCHASED A REPORT ON THEIR WEBSITE WITH THE SERIAL NUMBER OF A VEHICLE IN BC. WHEN I FIRST PURCHASED THE REPORT IT WAS $68 FOR THE FULL REPORT. I HAD TO PAY EXTRA TO SEE ANY LIENS ON THE VEHICLE BY BUYING THE FULL REPORT. THEN AFTER I PAID FOR IT, IT THEN TOLD ME THAT THIS VEHICLE IS REGISTERED IN ** (WHICH I ALREADY KNOW) AND THAT I WOULD NOT SEE ANY INFORMATION FROM ICBC ( WHICH THIS WOULD BE THE ONLY INFORMATION AVAILABLE FOR THIS VEHICLE AS ITS WHOLE LIFE WAS IN ** ) UNLESS I PAID AN EXTRA $20 PLUS GST. THIS IS TOTAL FRAUD. HOW CAN THEY CHARGE ME THIS AFTER I HAD ALREADY PURCHASED THE "FULL REPORT"? IF I HADN'T PAID THE $21, I WOULD HAVE RECEIVED A BLANK REPORT FOR $68. THIS IS WRONG. HOW CAN A COMPANY BE FRAUDULENT LIKE THIS IN THE *** AND AGE? THEY NEED TO BE UPFRONT WITH ANY CHARGES THAT *** OCCUR WITH AN ORDER.

  

  Business Response

  Date: 20/11/2023

  Hello *****,

  
  Thank you for contacting CARFAX Canada Support and sharing your experience with us.

  As noted in our response to you through your submission to us through our *************** the Add ICBC Check is an optional - though recommended - add-on.
  

  The Add ICBC Check provides CARFAX Canada customers the ability to search ICBC's estimate, insurance claim and/or glass repair records for a ***, and include any such information on their CARFAX Canada Vehicle History Report. Customers are also able to complete this check separately through ICBC by purchasing an ICBC Vehicle Claims History Report for the same cost of $20.00 + tax. By purchasing that check through CARFAX Canada, all information is contained on a single report, and from a single provider.
  

  Without an Add ICBC Check, customers can still receive other BC-based information available to us for the *** such as registration ownership history, service history, non-ICBC damage records, vehicle brand/status history, recall check, stolen status and more.

  In this instance, as noted in our response to your inquiry through our *************** we have issued a one-time courtesy refund for your purchase of a Vehicle History Report + Lien Check (BC) and have sent refund receipts via email as confirmation of this for you.
  

  Should you require a CARFAX Canada Vehicle History Report in the future and have questions about which report and/or add-on is right for you and/or what the cost of that report may be we welcome you to contact our Customer Experience Team through ********************************* or by calling **************. Additionally, even if you have not purchased a report for a vehicle but have been provided one to view by the seller of a vehicle, we also invite you to contact us to review the report together if you have questions about that report.
  

  Regards,

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

  Customer Experience Team Lead

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

  ********************************* | **************

  Customer Answer

  Date: 20/11/2023

   
  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.
  
  Sincerely,
  
  *******************