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

• 

  AutoCheck

  955 American Ln 1florida Schaumburg, IL 60173-4998

• 

  Experian

  7321 Ridgeway Ave Skokie, IL 60076-4026

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:12/09/2022

  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 need to sell a collector's car that I have to pay medical bills for my wife's cancer operation. This vehicle is a 2013 Mustang 302 *********** only 270 of them were made in my color. For this reason, the study of the vehicle is extremely important to maintain its value. This vehicle has only **** miles. I bought it in February 2013 in *********** and I brought it to ***************** in 2020. I have lost 3 sales because customers turn to AUTOCHECK to verify the vehicle appears as if it had had 2 owners, one in *********** and another in the US when I am the same person, more like it was for rental use. I contacted AUTOCHECK, sent them the purchase invoice, a copy of the *********** tag, and they told me that they couldn't fix it in their system with that. However, when the study is done through CARFAX, everything goes well. This costs me money and valuable time to be able to pay the debts and have peace of mind. The treatment that AUTOCHECK is giving me is unfair and overwhelming. The only thing I am looking for is that they correct the error to be able to sell the vehicle. I am not looking for any extra compensation. 1) I include the title of the vehicle from *********** and the US.2) Vehicle Purchase Order in February 2013 in ***********.3) Certification of the vehicle from the ********** of ******** of ***********. 4) History of how AUTOCHECK has it registered. In that history I **** (yellow) what appears incorrect

  Business Response

  Date: 12/15/2022

  The research determined that the correct number of owners for the vehicle is 1. For this reason, the number of owners have been changed accordingly on the Autocheck report for VIN *****************. 
  
  The correction has been completed and changes are already reflected on the report. Thanks. 

• Initial Complaint

  Date:12/07/2022

  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.

  On October 24, 2022 I placed a request for a vehicle vin check. The report was missing information that it was supposed to have. When I clicked to read the information there was nothing there. So it showed there was a report that was supposed to be available but nothing was loaded. I had a virtual conversation with ****** and she referred me to a manager, *****. ***** gave me a link and said if I purchase a report from this other company I could be "promptly reimbursed". I did send a copy of my receipt, all the information asked, emailed back many times, was replied to managers from managers, and I still got a run around. It is now December 07, 2022 and I haven't been reimbursed. I haven't had any change. I keep getting the same "I have forwarded your request to the concerned department" email response. My last email response was November 29, 2022.

  Business Response

  Date: 12/15/2022

  The situation the customer describes clearly says he got a link from another company, this means that most likely he clicked on something related to a 3rd party company ( not related to Experian) which tricked him into buying a report from them, these people he mentions ***** and ****** do not work for Experian, it seems the customer was promised a refund from this company but they never got back to him. To help the customer, we went ahead and issued a refund for him for the $24.99 he paid on our website, we already notified the customer that he will be getting his money back within 5-7 business days and the case has been closed and resolved. Thanks. 

  Customer Answer

  Date: 12/16/2022

  
  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:11/28/2022

  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.

  Today 11/28/2022 I go to trade in my vehicle I currently own at a local dealership. After running an Auto check report they inform me that an accident was reported. The accident shows the recorded in ******, ** on 10/08/2022.I nor my car has ever been in the state of ******. This accident report is a false report and needs deleted immediately. The report is causing the value of my car to decrease significantly.

  Business Response

  Date: 12/20/2022

  Good afternoon! 

  We received the case # 24538544 on 11/28/2022 for the VIN ***************** regarding the damage reported to the vehicle after further review with the our internal source the vehicle had a repair done, we remove the accident detail and kept the repair done to the vehicle.

• Initial Complaint

  Date:10/31/2022

  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.

  I am in the process of disputing a entry on my Autocheck report for my vehicle VIN # ***************** The report (attached) indicates that my car has a odometer problem due to the following entry:"03/05/2021PACIFIC NW REGION2,215 milesAuto AuctionREPORTED AT AUTO AUCTION" This entry is clearly incorrect as the prior entry made on 01/11/2021 shows ****** miles and the next entry made on 06/01/2021 shows ****** miles.Moreover, I have run a Carfax report on this vehicle which has no record of this incorrect odometer entry. A copy of the report is attached. I would like Autocheck to resolve this issue by removing this incorrect mileage entry.On 10/21/2022 I contacted Autocheck via their customer support email and received a automated reply that Case# ******** has been created. On 10/23/2022 I received a followup from Autocheck customer support that "In answer to your inquiry, the event has been submitted for verification to our data source...please consider our time frame is 1-3 business days to deliver a response." As of 10/31/2022 after not receiving any further communication from Autocheck I called their customer service number asking for an update on my case. The customer support representative informed me that they are still verifying the information from their data source and did not know when this could be completed. They stated that I could speed up the process by contacting the data source myself but after asking to provide the contact info for this data source they stated that this information could not be provided and all I can do is wait for them to complete their verification, which as I state again, has no confirmed SLA or timeline.The incorrect odometer entry in the Autocheck report for my car has significantly reduced the resale value of the car and financial damage to me each day I cannot sell my vehicle while waiting for Autocheck to complete their verification. I would like for Autocheck to address this issue as soon as possible.

  Business Response

  Date: 12/14/2022

  After further research, our records show that the customer opened a support case on 10/23/2022, the case was closed and resolved on 11/06/2022, the Autocheck report has already been corrected and updated for the customer, the customer has already been notified of this. Thanks

  Customer Answer

  Date: 12/16/2022

  
  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:10/18/2022

  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 recently imported my ************************************************** to ********, ***. I did a tremendous amount of research prior to making this purchase (AutoCheck, CarFax, ******** ************************** Reports, Professional Pre-Purchase Inspection)... which everything came back with no issues or concerns. Once the vehicle was titled in ********, AutoCheck is now showing an "Accident Announcement" from 08/16/2012?I believe this "Announcement" to be in error or incorrect, I have 5 different history reports / insurance reports to show this ******* has never been damaged or "Accident Repaired". Ultimately this now significantly changes the value of this ******* by tens of thousands of dollars. Do they just report anything that possibly ever comes up on a vehicle regardless of if the information is correct or not?? How is it possible that 5 other reports from both ****** and *******, plus a Pre-Purchase Inspection show absolutely no issues / damage except for AutoCheck?? Can provide all reports + documentation.

  Business Response

  Date: 12/15/2022

  The auction announcement in question has been verified and confirmed. The reporting auction determined that the announcement was correct as reported. Our source determined with the auction that there was an Accident Repair over 2K and stated the record should remain on the report as reported. Also remember auction data is exclusive data from Autocheck, this is why these kind of announcements do not show on other data sources.  
  
  We would like to remind you that, as a data repository the source information may not be released as proprietary agreements protect it. These are our recommendations in case you wish to take further action:  
  
  1.If you purchased the vehicle from someone other than an auction, please consider that AutoCheck shows vehicle history and the auction announcement has been verified. You will need to work with whom you got the vehicle from to try and get the auction name, as they are the only ones able to make changes to the record.
  
  2. If you purchased the vehicle from an Auction by the time the announcement is listed on our report, contact them for additional information or dispute.
  
  All other information was discussed between the buyer and seller at the auction.
  
  

• Initial Complaint

  Date:09/05/2022

  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.

  Autocheck reported my vehicle has having an odometer rollback which is illegal because I check the box on my registration that the odometer is "not the actual odometer" I elected it as 84k miles and today when I went to CarMax to sell my car it came back significantly lower due to this because today the odometer read ******. I am beyond furious and of course the company makes it impossible to get a hold of them. I want autocheck to provide me with the money I lost out on because of their wildly inaccurate reporting practices.

  Business Response

  Date: 09/14/2022

  Hello,

  we actually received this same complaint at the customer support department, the agent advised the vehicle owner via email that the reason why there is problem an odometer problem listed on our system is because the branded title issued by the State of  **, as owner mentioned, the box for not actual mileage was checked by him, causing the *** to issue a branded title, we advised him to contact the ** *** and get a corrected title showing the mileage status as Actual, otherwise will happen exactly what he is facing now, getting low offers for his vehicle.

  There is no possible refund for the difference on our end, as the issue was caused the owner putting that brand on the title.

  Please contact the ** *** and get a corrected title, once that happen, reply to the email you were sent by customer support, or send a picture/copy of that new  ** title, and we can surely apply the correction on our end.