Complaints

This profile includes complaints for AutoCheck's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoCheck

  475 Anton Blvd Costa Mesa, CA 92626-7037

• 

  Experian

  7321 Ridgeway Ave Skokie, IL 60076-4026

• 

  AutoCheck

  955 American Ln 1florida Schaumburg, IL 60173-4998

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:08/12/2023

  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 have two accidents on my cars report that never happened. I have a clean CARFAX report and I have no clue why they would report my vehicle in a accident that never happened. I've tried reaching out and they are unreachable. My vin is 1G1YSD6G5612259. Apparent accident days were on 7/2/2019 and 10/07/2021. I want this erroneous report to be fixed. I have attached the 10/07/2021 when I just got new tires and a alignment. No accident occurred. 10/07/2021, I have no clue what this is as I have never been in a accident.

  Business Response

  Date: 08/15/2023

  Hello ******,

  Good morning,

  We apologize for the inconvenience, 

  After further verification with the data source we were able to remove the accident records in question from your Autocheck report, the correction will be reflected immediately. 

  Thanks

  Autocheck Customer Support. 

  Customer Answer

  Date: 08/16/2023

  thank you for that but there is a second one on here I have no clue what its about.  This car has never been in a accident

  Business Response

  Date: 08/17/2023

  Hello ******,

  Good morning,

  The correction has already been completed, the accident records in question have been removed from your Autocheck report. 

  There are no accident records showing on your Autocheck report at this time. 

  Thanks

  Autocheck Customer Support. 

  Customer Answer

  Date: 08/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/05/2023

  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 called Experian Autocheck July 20th to have a correction made to the autocheck report on my 2021 Lexus IS 350. I was given a case number ******** and told I'd have a response in 1-3 business days. They have not responded as of Aug 5th. There is a damage report on the vehicle that suddenly appeared. The representative admitted that there was no accident, DMV data, or insurance claim data to corroborate this report. They also had no details of the party that reported this information, so I can't reach out and resolve this. Carfax shows no accidents for this vehicle either.

  Business Response

  Date: 08/09/2023

  Hello *****,

  Good morning,

  We apologize for any inconvenience that this may have caused you, there are some cases that take longer than others to be resolved depending on the data source however, your case has been closed and resolved, the accident record in question has been removed from your Autocheck report. 

  Thanks

  Autocheck Customer Support

  Customer Answer

  Date: 08/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** Call
  
   
  

• Initial Complaint

  Date:08/02/2023

  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.

  Incorrect Damage Record on AutoCheck Report for Vehicle *****************, ***** CX-5 2020 Dear Better Business Bureau,I am writing to file a complaint against AutoCheck for a significant error found in a vehicle history report and their subsequent lack of customer service to address and rectify this issue.The vehicle in question is a ***** CX-5 2020 with the Vehicle Identification Number (VIN) *****************. The AutoCheck report for this vehicle erroneously states that there was damage, a repair, or an accident that took place on January 18th, 2023. I can assure you that this information is incorrect. There have been no such incidents involving the vehicle that could lead to this claim. The inclusion of this erroneous record is impacting the value and marketability of the vehicle negatively.Upon discovery of the mistake, I contacted AutoCheck's customer service in hopes of rectifying the issue. Unfortunately, I was met with an absolute lack of professionalism and courtesy. There were no managers available to address my concerns, and I was told that one would contact me within 2-3 days. However, this did not happen. Furthermore, multiple customer service representatives hung up on me and refused to provide their employee identification numbers, thereby shielding themselves from ************************************* has not followed its own established timeline for dispute resolution, leaving me, the customer, at a disadvantage. This entire process has been highly frustrating and distressing.The derogatory information in the report is false and is causing me undue harm. I am prepared to take legal action if this situation is not promptly and properly corrected. I kindly request your intervention to resolve this matter and urge AutoCheck to correct the vehicle history report for the aforementioned VIN and uphold their duty of providing accurate and reliable information.

  Business Response

  Date: 08/04/2023

  Hello Pouya, 

  Good morning,

  We apologize for any inconvenience that this may have caused you, there are some cases that take a little longer than usual to be resolved however, your case has already been closed and resolved, after further investigation the record in question has already been removed from your Autocheck report. 

  Thanks
  Autocheck Customer Support. 

• Initial Complaint

  Date:07/31/2023

  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 tried to sell my vehicle at CarMax and realized that my title had a false brand due to data entry errors upon purchase of my 2020 ******* Sonata Hybrid. I got the dealership and the ******** ********************** to fix the issue. I provided that documentation to CarFax and had it corrected in the history report in less than 24 hours. I provided the same documentation to AutoCheck, however has been sitting on the case for over 72 hours and are not doing anything to resolve the situation. I've called 3-4 times, to try to push the case along, as my deal for a vehicle (that I've waited 2 months on) hinges upon this trade. 3 of the times I talked to Loana, who refuses to help or look at the documentation that I provided. She refuses to do anything but email the *** which will not provide the requested info because it doesn't exist. My car was never titled in **. She refuses to call the *** or to look in the database everyone uses, NMVTIS, which the *** said was correct. After refusing to put me through to her supervisor, she was super rude hung up the phone on me.

  Business Response

  Date: 08/01/2023

  Hello *****,

  Good morning,

  We apologize for any inconvenience this may have caused you, we will expedite your case and get back to you with a resolution as soon as possible. 

  Thanks

  Autocheck Customer Support

• Initial Complaint

  Date:07/26/2023

  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 bought my car ***** CRV 2019 brand new from a dealer in ***********. There was an error during registration in ************** (December 2021). I clicked the wrong box: I CERTIFY THAT TO THE BEST OF MY KNOWLEDGE THE ODOMETER READING REFLECTS THE AMOUNT OF MILEAGE IN EXCESS OF ITS MECHANICAL LIMITS. The *** is *****************. This error resulted in my title being label as BRANDED by the **** When I became aware of the error, I went to DMV in July 3rd and the error is fixed. Carmax updated the car history accordingly. However, Experian autocheck is reluctant to fix the error on their system. As a result my car is worth half of its value. I went to many dealers to trade it. They offered $13K for a car worth $26K. They made it clear they got the records from autocheck (Salvage title).

  Business Response

  Date: 08/01/2023

  Hello *******,

  Good morning,

  Thanks for sending the copy of the ** title and the email letter from the ** DMV, the correction has also been processed on our end and it's already reflected on your Autocheck report. 

  Thanks

  Autocheck Customer Support. 

  Customer Answer

  Date: 08/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* Vital
  
   
  

• Initial Complaint

  Date:07/19/2023

  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 went to Carmax to sell my car and was given a report from AutoCheck that my car was in an accident with moderate damage so I contact Autocheck and was told to contact the *************** police department. I spoke to ************ police records **** they was not able to find such accident on that day with my vin. They advice me to ask for location and drivers involved in that accidents to further investigate. Went back to Autocheck they said that the information was confirmed by their internal source with the police **** and will not provide location and drivers involve with the accident. Worth to mention I send Autocheck the lenghthy emails between Carfax and myself because they reported the same problem but after investigate ****** had make correction. I also send Autocheck snap shot of the ************ police showed no crash information was found with my vin on that day. Fyi my car was parked in a secure lot in ********* cruise terminal while we was on vacation with the only key.

  Business Response

  Date: 07/21/2023

  Hello ****,

  Good morning,

  We just spoke to the reporting police department at ************* and they confirmed they put the wrong VIN number on the police report, they confirmed the accident happened to a different person and a different year, make and model of the vehicle. 

  The accident record in question has been removed from your Autocheck report. 

  Thanks

  Autocheck Customer Support. 

  Customer Answer

  Date: 07/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:06/24/2023

  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.

  06/22/23 Wish I had checked the Better Business Bureau first!The information this company supplies is free from any dealer across the country. I believe that two employees from this company are contacting people who place their cars for sale on Auto Trader requesting this report. And if you don't get the report they continually tell you that they will not buy the car without it. In my eyes, this is a scam that is going on with people trying to sell their automobiles. I have never heard of this company before until I listed my *********** Trader. I have requested a refund and we will see how that goes.

  Business Response

  Date: 06/28/2023

  Hello ****,

  Thank you for contacting Experian Automotive. 
  
  We were unable to find any active subscriptions or charges in our system with any of the information you provided. 
  
  To better assist you, please reply with the information below:
  
  Did you use a different email address? 
  Do you have an order/transaction ID number? 
  For how much was the charge made? 
  Can you please provide the last four digits of the credit card used to make the purchase? 
  If you used a PayPal account, can you please provide the email address used or PayPal Transaction ID?

  Also keep in mind Experian Autocheck does not call anyone to sell reports, also we do not help dealers or consumers sell vehicles, there is a chance the charge you got came from a different company, we suggest you check your email and see if you got a confirmation from Autocheck, also check with your financial institution to get the merchant name to make sure where the charge came from, if the transaction does not say Experian Autocheck it means it did not come from us and we do not have anything to do with this problem. Your financial institution should be able to assist you further, if you believe the charge is related with our company please reply with the details above so we can check again but so far we do not see anything in our system with your name, phone number or email address. 

  Thanks

  Autocheck Customer Support. 

   

• Initial Complaint

  Date:06/06/2023

  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.

  I listed my vehicle for sale on Autotrader and was provided an Autocheck report that indicates an accident on the vehicle. This is incorrect information and is prohibiting me from selling the vehicle. I purchased the vehicle from a big name dealership in ********** in September 2022. At the time of purchase, I was provided a Carfax report that indicated no accidents, a dealership inspection that indicated no accidents, and a third-party shop that visually inspected the vehicle and did not report any accident damage. The Autocheck report claims an accident occurred in *******, however records show that the vehicle was based in ********** at the time. There is also no indication that any repairs that have been performed.

  Business Response

  Date: 06/08/2023

  Hello *******,

  Good morning,

  We are currently investigating your case, seems the record in question was reported by an independent data source such as a body shop or private service center that only reports data to Experian, that's the reason why the record is not showing on Carfax. The record in question could not be necessarily related with an accident or collision between 2 or more vehicles but it could also be related with a repair that was done to the vehicle and the body shop filed a damage report against the *** number. 

  We just contacted you via email to let you know you can provide the inspection or condition report from the dealer for further investigation. 

  Please reply to our last email with the information requested and we will be more than happy to re-submit the record for investigation to our source for a possible correction.

  Thanks

  Autocheck customer support

• Initial Complaint

  Date:05/27/2023

  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.

  AutoCheck was informed that they were selling incorrect information on my car, and they sent me an email response saying that it wasn't their problem.I previously informed them that they were reporting an incorrect purchase price and incorrect purchase date. I informed them that I had the original receipt to prove it.

  Business Response

  Date: 05/30/2023

  Hello ****,

  Good afternoon,

  First we want to apologize for any inconvenience this may have caused you. 

  We were reviewing your case and wanted to explain to you our vehicle history reports do not really show the purchase date or purchase price of a vehicle. Most likely you are getting or seeing that information on a 3rd party website that uses Autocheck however, Autocheck is just a vehicle history report, it does not show or specify the purchase date or price of a vehicle. 

  What our service does show is the ownership history based on the title events reported by the **** on the report we show the vehicle has been owned since 01/29/2016 and that is the same information that was reported by the ** DMV as you can see on the title event below: 

  01/29/2016 *******, ** 10 Motor ************* Title
  Registration Event/Renewal

  A vehicle is legally considered owned or used once it is titled or registered with the state DMV regardless of the date it was purchased however, as mentioned before, Autocheck does not specify purchase date or the purchase price on any vehicle history report so most likely you are getting that information from a 3rd party. 

  Hope this clarifies your concerns

  Sincerely

  Autocheck Customer Support

  Customer Answer

  Date: 06/05/2023

  Well, not exactly.

  From the Virginia DMV website:

  A title (also called a title certificate) establishes the legal owner of a vehicle and has important information on it, such as the vehicle identification number (VIN), date of manufacture, and make and model.
  Title vs. Registration
  A title proves you own the vehicle.

  and from the title document itself:

  The department of motor vehicles, ************************, hereby certifies that an application for a certificate of title has been made for the vehicle described hereon... the applicant named on the face hereon has been duly recorded as the lawful owner of said vehicle...

  Clearly the title document "establishes" me as the owner on 29 January, it simply is silent to who owns the vehicle on a prior date. Certainly, the dealership would consider me the owner if I had been in a car accident prior to 29 January, since I paid cash and took possession.

  Regardless, you are silent to the original accusation that you are selling incorrect information on purchase date and price, please admit or deny.
  

  Business Response

  Date: 06/08/2023

  Hello ****,

  Good morning,

  Autocheck is a vehicle history report service, we are not a vehicle monitoring system that will tell you every single detail regarding what happened to the vehicle even prior to being titled or registered for the first time, this is why our report does not show the purchase date or purchase price of a vehicle at all, as mentioned before, our report only shows the ownership history based on the title events reported by the **** if you look at the official Autocheck report for your VIN you will see there is absolutely nothing on it that says "purchase date" or "purchase price", as mentioned before you are probably seeing that information on a 3rd party website that uses Autocheck through a 3rd party integration. 

  Please provide screenshots of our official website or product showing the information you are describing to support your claim. 

  Thanks. 

• Initial Complaint

  Date:05/26/2023

  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've been assisting my mother with the sale of my father's truck who recently passed. The odometer reading was recently updated at the *** and the buyer stated that CarFax reflected the update but Autocheck did not. The buyer would need both to reflect the same reading in order to purchase the truck. I've reached out as well as my mother and husband trying to resolve this issue and the only response we get is to send them a picture of the front and back of the title. This, of course, cannot happen as there is still a lien of the vehicle and we do not have the title. Autocheck now does not respond to emails or calls. I have asked repeatedly what is a typical timeframe of when their database interfaces with *** and updates its records. NO RESPONSE. This is costing ** a valid offer and impeding the sale of the this vehicle. I/we have done everything by the book and we are still left in the cold.

  Business Response

  Date: 05/31/2023

  Hello *******,

  Good afternoon,

  We apologize for any inconvenience that this may have caused you. 

  We are currently investigating your case and will get back to you with a resolution as soon as possible.

  Just to make sure, can you please confirm that the *** number on the vehicle in question is *****************? please advise. 

  Thanks

  Autocheck Customer Support