Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Carfax Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 467 total complaints in the last 3 years.
- 188 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/07/2024
Type:Product IssuesStatus: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.
Ordered a Carfax report for $39.99 on December 31, 2023. I was hoping to obtain maintenance and service records from **** ***** from 2018-2020. I took my vehicle to this dealership every year for recommended maintenance. However, these records did not appear in the report. I am curious as to why. Therefore, I am requesting a refund of the report cost because it did not contain the service records. Additionally, filing a complaint regarding the report saying that minor to moderate damage occurred due to an accident. The damage was minor, the bumper was ripped off due to the collision. This uncharacteristic and inaccurate description hurts my resale value and should be changed. I reached out to Carfax customer support about requesting a refund on January 4 and they said they are "still researching it." Thank you.Business Response
Date: 01/31/2024
Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research records for the vehicle in question, and during the research process, the customer explained that rather than have the vehicle history researched, they intended to request a refund for the purchase because they did not feel the Report contained enough information. To resolve the customer's request, CARFAX explained that the CARFAX Report is inclusive of the information Reported to CARFAX, the customer utilized the Report, and as such, the customer's purchase was fulfilled. As a one-time courtesy, a refund in the amount of $44.99 was processed for the purchase.Customer Answer
Date: 02/01/2024
[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: Carfax is a horrible company and you shouldn't believe anything they say.
Regards,
*******************Initial Complaint
Date:01/02/2024
Type:Service or Repair IssuesStatus: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.
Carfax, have published incorrect information about my vehicle. I have told them the issue and they now want me to chase the reason for the error. They told me there is no error! I have asked repeatedly for this to be corrected. They keep putting burden of proof back onto onto me. If they have incorrect data, how do I know where to get this corrected without knowing where they got the error in information from? I am going to contact my insurance company but I'm not sure this will help me. Should not the burden of proof be on them? Seems like a 5th amendment issue to me. I get free Carfax reports via the dealer I bought the car from, but this error of a second accident in the Carfax report makes me look like a poor driver and will essentially de-value my vehicle. I have had only one accident in my vehicle but they reported 2. I think the repair date of the accident has been classed as a second accident. The repair was not done immediately as I wanted a specific repair company to do the work and did not want to jeopardize the warranty, so some months went by before the vehicle was repaired. I have ask for this information to me taken down until corrected. They just tell me I have to prove I'm right and they are wrong by producing papers. But what papers are wrong and need correcting? They have some information from somewhere that I don't have, so what do I do or where do I go to get this corrected? Should they not be liable for publishing incorrect and defamatory information about me and my vehicle?Business Response
Date: 01/31/2024
Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research a damage event for the vehicle in question. In this request, the customer indicated that they believed a damage event belonging to another vehicle that they owned was reported for the vehicle in error. The customer also indicated the damage event could be related to a prior event. To address the customer's request, CARFAX's research team researched the vehicle's history and verified the information reported to CARFAX. In order to research the matter further, CARFAX's research team asked the customer to provide documentation related to any repairs performed and a letter of experience from the insurance agency for both vehicles. The customer was able to provide documentation for further review. After researching further with the documentation provided by the customer, CARFAX's support team was able to update the CARFAX Report. The customer received complimentary access to the updated Report. For your reference, here is a link to the updated Report:
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Initial Complaint
Date:01/02/2024
Type:Product IssuesStatus: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.
Sent payment to download car history report from CARFAX.COM today. Received a confirmation of payment in email from CARFAX but never received car history report. Notified ****** and CARFAX. No response. Want a refund.Business Response
Date: 01/31/2024
Thank you for the opportunity to assist with this customer concern. Customers that purchase a CARFAX Report enter payment information, and once the payment information is processed, the customer must continue to the account creation process and establish a password. Once the password is established, the customer may log in to the account and run the CARFAX Report. While a confirmation email is sent to the customer after the purchase is made, the CARFAX Report is not sent to the customer. We are sorry to hear the customer was expecting to receive the Report by email. CARFAX received a request for assistance from this customer, and our support team responded with a direct link to the CARFAX Report that was requested. Because the customer received and viewed the Report that was purchased, a refund was not issued.Customer Answer
Date: 02/01/2024
[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
Date:12/28/2023
Type:Service or Repair IssuesStatus: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.
Carfax created a false report on my 2020 ****** *****, there was a car accident (I was rear ended) in 11/19/2021 and Carfax is reporting the airbags in my Camry were deployed resulting in them claiming the value of my car has decreased drastically. The airbags in my car were NEVER deployed and that was NEVER reported to anyone. There is an open case with Carfax (case #********) which I am waiting to hear back on. I went to a ****** dealership to trade my car in on 12/23/2023 and that is when I was provided a copy of the Carfax report, otherwise I would of never known of this issue on my car and I was unable to trade my car in for this reason.Business Response
Date: 01/31/2024
Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an accident with an airbag deployment for the vehicle in question. To resolve this customer's request, CARFAX's research team researched the vehicle's history. Once research was concluded, we found justification to update the CARFAX Report. The customer received complimentary access to the updated Report. For your reference, here is a link to the updated Report:
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Initial Complaint
Date:12/14/2023
Type:Product IssuesStatus: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 Saturday, December 9, 2023, I purchased a quantity 3 Carfax reports for $64.99, (Confirmation ********************). After numerous attempts, I was unable to generate any reports as the platform kept looping around asking me to submit payment. Carfax boldly publishes that they have no live customer service number, and no way to be reached. How can this be so? Any chats or emails I have sent have gone unanswered and unacknowledged. How do I get my refund when no one will respond? Please have someone issue a refund in connection with the above confirmation ASAP.Customer Answer
Date: 01/03/2024
A refund was issued, and this complaint has been resolved.Customer Answer
Date: 01/04/2024
Date Sent: 1/3/2024 11:38:11 AM
A refund was issued, and this complaint has been resolved.Initial Complaint
Date:12/06/2023
Type:Customer Service IssuesStatus: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 first reached out to Carfax on 11/29/23 via the "help" section on their website about an error they've placed on my vehicle's report. The error is causing a significant delay in the sell of my vehicle. I have provided an explanation of why the error is false, along with supporting documentation. All I have received is a generic email that my request is being processed. They have not provided any follow up or estimated resolution time. Due to their error, I am now having to carry insurance on a vehicle that should have been sold a week ago. If the error isn't resolved within the next few days, the purchase offer on my vehicle will expire and I may be forced to settle with a lower purchase price offer.Customer Answer
Date: 12/20/2023
CarFax finally resolved their error and my vehicle sell has been completed.Customer Answer
Date: 12/21/2023
Date Sent: 12/20/2023 11:15:46 AM
CarFax finally resolved their error and my vehicle sell has been completed.Initial Complaint
Date:12/01/2023
Type:Service or Repair IssuesStatus: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.
The CARFAX Report for a vehicle I own shows an accident in 1992 and mileage inconsistency. There is no record of an accident in the service records or with the State of New York where the car was located in 1992. My insurance company cannot find any accident report. I had the vehicle inspected when I purchased it and there is no sign of damage. Carfax cannot provide any information to support their claim but will not remove the accident from the report. This is a European spec car with the odometer in kilometers. I provided multiple service invoices where the mileage was noted in kilometers and other invoices not noting kilometers. There is no mileage discrepancy only human error but Carfax refused to accept the documentation provided to withdraw the mileage inconsistency from their report. Two other car history reports ********* and *********** do not show an accident or odometer inconsistency. I want Carfax to remove these errors from their report.Business Response
Date: 01/10/2024
Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research some information on the CARFAX Vehicle History Report that the customer felt was discrepant. Through the research process, CARFAX was able to find justification to update the CARFAX Report. The customer was provided complimentary access to the updated Report. For your reference, here is a copy of the updated Report:
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Customer Answer
Date: 01/11/2024
[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
Date:11/29/2023
Type:Customer Service IssuesStatus: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.
******** reported my car as Total lost to Carfax, when I contacted car fix, they said that ******** is correct with no clear deviance, After I provided them about ******** not paying the car repair and I paid itBusiness Response
Date: 01/10/2024
Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research a Total Loss for the vehicle in question. To address the customer's request, CARFAX researched the vehicle's history and verified that the vehicle was declared a Total Loss by an insurance agency. The customer provided information indicating the insurance agency did not pay out money for a claim; however, a vehicle can be declared a Total Loss even when there is no payment, and even when a vehicle is not relinquished to an insurance agency. In order to assist the customer further, CARFAX would need a letter from the insurance agency that states the vehicle was declared a Total Loss in error and that it was not a Total Loss. Upon receipt of this documentation, CARFAX would be happy to resume research on this matter for the customer.Initial Complaint
Date:11/28/2023
Type:Service or Repair IssuesStatus: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 have two major CarFax Report Discrepancies that are hindering my ability to sell or trade my car. I had attempted to recently sell or trade my vehicle and the dealer I spoke to ran the CarFax Report on my car. The report had to major discrepancies as it stated that on that werent there two months ago but just recently:12/04/2022 *************** Sarasota, FL ************ ***************** Vehicle offered for sale, which is factually incorrect. the vehicle is and was still in my possession at that time. Plus, I live 1500 miles from that location it is stating that my vehicle was for sale at. 09/27/2023 the same report stated my vehicle was towed and an accident was reported but no details just vague. There is no supporting information given by the report and no noted source(s). I wasn't even in town on that day and the car was in my garage where it wasn't driven. I can prove this as I drive a company vehicle and I have a hotel invoice. I also conducted interviews with multiple ppl that day. The car in question wasn't driven and the turnpike ** pass was used on my other vehicle. These two discrepancies are holding me up from selling or trading this vehicle and are costing me money. I plan to pursue this to the full extent of the law. This needs to be corrected.Business Response
Date: 01/11/2024
From: ************************* <****************@carfax.com>
Date: Wed, Jan 10, **** at 5:20 PM
Subject: Complaint #********.
To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research accident information appearing on a CARFAX Report for the vehicle in question. To address the customers request, CARFAX researched the vehicles history and verified that the vehicle had been reported as being involved in an accident on an official police report. In order to research the matter further, CARFAX asked the customer to provide a copy of the amended police report that lists that the vehicle was not involved in an accident. Upon receipt of the police report, CARFAXs research team was able to conclude research and update the CARFAX Report. The customer received complimentary access to the updated CARFAX Report. For your reference, here is a copy of the updated Report:
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Please note: the above link will be accessible for 30 days.Initial Complaint
Date:11/27/2023
Type:Service or Repair IssuesStatus: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.
In February of 2017, my truck was broken into, resulting in damage primarily to the steering wheel as an attempt was made to remove *********** The only noticeable impact was a small scratch on the horn. However, when attempting to sell my vehicle later, an online auction site revealed that Carfax had reported an airbag deployment, significantly reducing its value.In response, I reached out to the dealership for Carfax contact details to dispute the erroneous airbag deployment listing. Despite providing them with evidence from the estimator, including pictures verifying the absence of any airbag deployment, the issue remained unresolved. Continuous emails and voicemails failed to elicit a response, suggesting that the company deliberately prevents direct contact between individuals and their team.If a resolution cannot be reached directly with Carfax, I am left with no choice but to consider pursuing legal action to rectify the situation and seek compensation for the damages incurred.Business Response
Date: 01/11/2024
From: ************************* <**************@carfax.com>
Date: Wed, Jan 10, **** at 5:28 PM
Subject: Complaint #********.
To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a record on the CARFAX Report that the customer believed to be incorrect. To address the customers request, CARFAX researched the vehicles history along with documentation provided by the customer. As a result of our research, we were able to find justification to update the Report. The customer received complimentary access to the updated Report. For your reference, here is a link to the updated Report:
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Please note: the link above will be accessible for 30 days.
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