Complaints

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

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  Carfax Inc

  5860 Trinity Pkwy Ste 600 Centreville, VA 20120-1998

  
• 

  CARFAX

  37001 Industrial Road Livonia, MI 48150

• 

  Carfax Inc

  10304 Eaton Pl Ste 500 Fairfax, VA 22030-2238

  

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:08/07/2024

  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.

  On June 24th, 2024, I filed a case # ******** with CarFax due to my report having an error on it saying that my vehicle had the airbags deployed, which did not happen. I provided them with the receipt of the dealer where the small repair was done and with no airbag replacement noted. After this, CarFax sent me an email on July 12th saying the police report listed the airbag was deployed. I contacted the **************** (MI) police department that analyzed my accident and concluded based on their own description of the accident, the airbag couldn't have deployed. They amended my report. I sent a copy of the amended report to CarFax on July 23rd, 2024. CarFax created a new case #******** promising a Resolution Manager will be assigned to my case. I have not being contacted by CarFax nor have being assigned a resolution manager. I have a new truck that I ordered waiting but I can complete my purchase because the trade in value of my current truck is $10,000 lower than ***** Blue Book because of this mistake. There is no phone number from CarFax to have a person to talk and to have this resolved, I am turning to BBB looking for any help to solve it this error with CarFax.

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research an accident for the vehicle in question. To address the request, CARFAX's research department researched the vehicle's history and verified that an accident with an air bag deployment was recorded by a police agency for the vehicle in question. So that the customer could contact the police agency and request their assistance with updating their records, CARFAX's research team provided the customer with details about the police agency. The customer is encouraged to contact the police agency to discuss the matter further. Upon receipt of an amended police report, CARFAX will be happy to ensure that the CARFAX Report remains consistent with the police record.

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research an accident record including an airbag deployment on a CARFAX Report. To address the request, CARFAXs research team researched the vehicles history and verified that the vehicle was recorded as being involved in an accident in which an airbag deployed on an official police report. CARFAXs research team explained to the customer that while we could not override the police agencys reporting, the customer could contact the agency directly to request their assistance with correcting their records, as appropriate. The customer obtained a corrected police report and provided that to CARFAX for further research. The updated police report was researched, and the CARFAX Report was updated. The customer received complimentary access to the updated CARFAX Report at the conclusion of the research process.

• Initial Complaint

  Date:08/06/2024

  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.

  In the hail storm back in April my car was damaged but only cosmetically. ********** says I have a regular title NOT a salvage title. When you look up my car on Carfax it states it's a total loss. State farm didn't report this and has been trying to contact Carfax to get this fixed for the last 3 weeks without a response from Carfax. I found out what Carfax says about my car when I tried to get my transmission warranty replace and they refuse to do so because of the total loss. This is very frustrating and just not right. Please help to get Carfax to correct their error as soon as possible. I need my car which is why I bought it back from **********. I need the transmission replaced before it goes out for the second time.

  Business Response

  Date: 11/06/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a Total Loss reported for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified that the vehicle was reported as being declared a total loss by an insurance company due to hail damage. Please note: A Total loss declaration does not always indicate that a brand will be issued by the state, as the thresholds for insurance companies and states may differ. To remove the Total Loss declaration, the customer may obtain a signed letter from the insurance company that processed the claim stating the vehicle was not declared a total loss from the damages. The letter will need to include the insurance company contact information, VIN, and claim or policy number.

• Initial Complaint

  Date:08/06/2024

  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.

  Constant Harrasment via email by this company, after calling them and asking them to stop directly. I have already scheduled appointments for the services they claim I am overdue on. Furthermore I am being harassed about items the dealership failed to update on my cars history report. I want these emails to stop, and these cowards refuse to have customer ********************** agents available to take complaints over the phone. They only accept voicemails. I want this behavior to stop, I do not like it and I didn't ask to be a part of carfax when I originally purchased this vehicle in the first place.

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to assist with this customer concern. The customer was signed up for **********************'s free ******** service, perhaps when they purchased a vehicle or when they had the vehicle serviced by one of CARFAX's participating dealerships. The ******** service is intended to help vehicle owners maintain their vehicles by providing friendly reminders for services that may be beneficial to their vehicle. The service is optional and a customer can unsubscribe at any time by clicking "unsubscribe" in any email received. CARFAX has confirmed that the customer is currently unsubscribed.

• Initial Complaint

  Date:08/02/2024

  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 am trying to sell my vehicle, which I am the first owner and Carfax is showing it has been in accident, further decreasing the value of my car as I am trying to buy another car. I can't buy the other car until I sell/trade in this vehicle, but now I am getting much lower offers than what I owe because of the car fax report and of course they don't answer their phone in customer ********************** and it refers you to their live chat, they don't reply online to through their chat saying they only work in email, and I completed the Request a correction to a CARFAX Report BUT NO RESOLUTION.

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research an accident/damage event for the vehicle in question. To address the request, CARFAX's research team reviewed the CARFAX Report and saw that there was no damage or accident record for the *** provided by the customer. **********************'s research team let the customer know that there is no damage/accident record listed and provided the customer with complimentary access to the current report. If the customer may have provided an incorrect *** with their request, the customer may submit the correct *** via a new research request here: ***********************************************************************

• Initial Complaint

  Date:08/02/2024

  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.

  Im trying to clear a carfax Repot from my 2018 Buick Encore.There is a attached emailed sent to me from Carfax,I cant attached the work invoice to you becase the files are too big to send, I did try, but it would not accept it Sent from Carfax:Good Morning *******,Thank you for contacting CARFAX!I have submitted your data dispute under case number ******** and there are no accident records displaying on the CARFAX Report, however, there is a damage event on 08/28/2020.Damage does not always result from an accident. It can be a result of many different types of events that results in scratches, dents, cracks, rust etc. Examples include contact with objects (other cars, trees, traffic signs, road debris, etc), vandalism, reconditioning work or weather-related events.Also, if the vehicle had any upgrades performed, that may come to us as a damage event as well. You can provide the final repair order from the paint and I would be happy to take a look.However, without documentation to show that the event was due to an upgrade and not damage event, the record can be removed.I hope these additional details will assist in further explaining the damage record found on the CARFAX Report.Thank you for your patience during the research process and have a good day.**** Resolution Manager CARFAX Inc.I sent to Carfax:I submitted to carfax an estimiate, for paint removal from my 2018 buick Encore, Which was, and is my final bill.Received Payment from *************************** of General Services check # ****** dated 10.19.2020, received check from, CWOPA, Deposited check into my account and showing them a copy of Staement with check amount matching incoive amount deposited into my checking account,paid what was requested from Bucky's, and received a letter stating, the worked proformed was for removeal for paint only.Claim # ********

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a research request for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified the information reported to CARFAX. To research the matter further, CARFAX asked the customer to provide the final repair bill for the event. The customer provided the requested documentation, and through additional research, CARFAX's research team was able to update the CARFAX Report. The customer was provided complimentary access to the updated Report.

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a research request for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified the information reported to CARFAX. To research the matter further, CARFAX asked the customer to provide the final repair bill for the event. The customer provided the requested documentation, and through additional research, CARFAX's research team was able to update the CARFAX Report. The customer was provided complimentary access to the updated Report.

• Initial Complaint

  Date:07/26/2024

  Type:Product 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 paid for a full carfax report and had I had saved the report via via text form. Then, when I needed to access it for small claims, I wasnt able to do so. I then reached out to Carfax and after numerous times of trying to call them, I finally had to email them. It took over a week to even respond. Then, when you call them, they give an option for an operator. They never pick up and they later allow you to leave a message. They never have called me back and I finally get an email, stating that I cant access it after 60 days. What the h*** is wrong with that? If I pay for a service to access a report, what kind of h*** service, only allows you to access your own report for a limited time? When I email them after the complaint, I told them that I was unsatisfied and would be submitting a complaint with BBB. And yet never even acknowledged the complaint or tried to resolve the problem. Truly, unprofessional. I either want my money back or they need to issue me that report. My court date is this Thursday and I have only been trying to get ahold of them, since last week.

  Business Response

  Date: 11/18/2024

  Thank you for the opportunity to assist with this customer concern. Customers that purchase a ********************** Report must agree to the terms and conditions of the service prior to completing their purchase. In the first paragraph of our terms, it is explained that CARFAX Reports expire 60 days after they are run. Customers that wish to keep the Report for longer are welcome to print or save the Report to their computer for future use. We are sorry to hear that the customer may have missed this important information when reviewing the terms.

  Specific to this customer's issue, ********************** received a help request on 7/22 and our support team addressed their request in the order in which it was received on 7/26. In the response, CARFAX's support team explained the expiration term, provided access to the terms the customer agreed to upon purchase. ********************** does not offer telephone support, as explained on our support page. 

  Customer Answer

  Date: 11/18/2024

  [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: 22052056
  
  I am rejecting this response because:
  First of all, they have no right to not allow us access to our report, even after 60 days. If we pay for that report, its not right for them to deny it. Second, there customer ********************** *****. They dont pick up the phone and even when you are given a option to leave a message, they never call back. And after 20 mins of being on hold, it drops the call. Outright Shameful!
  
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/25/2024

  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.

  In May 2024 I received a copy of my 2021 GLE 450s CARFAX Report. In the report, CARFAX mistakenly stated the vehicle had front end damage. This is not true. In January 2021 this car received right rear bumper damage; there was never any front end damage. In May 2024 I filed a dispute with CARFAX; I sent them a copy of the repair bill with no front end damage noted; CARFAX opened a case -- Case #********. Two months have passed; nothing heard except 2 e-mails stating were working on your case; however, no resolution. I am now trying to trade in this vehicle and this false CARFAX report is negatively impacting the trade-in value. I am being held hostage by a false CARFAX Report and I cant get CARFAX to fix their error. Please help.

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a blank help request from the customer and unfortunately the request did not provide enough information for CARFAX's research team to look into the matter further. All disputes must be submitted with the required research request form. The research request form is available here: ***********************************************************************
  
  Once the required form is submitted, CARFAX's research team can research the vehicle's history for the customer. 

• Initial Complaint

  Date:07/24/2024

  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.

  Carfax report is inaccurately reporting branded title that is impacting my ability to sell vehicle when state of Arizona shows vehicle is clean title with no mileage discrepancy.2015 ********** Golf Sportwagen ***************** This is clearly an error that is outside of my control that is monetarily impacting me when there is no mileage error. This needs to be removed from their database as it is an error.

  Business Response

  Date: 11/21/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a title brand for the vehicle in question. To address the customer's request, ********************** researched the vehicle's history and verified that the California Motor Vehicle Department has a "Not Actual Mileage" title brand on file for the vehicle in question. While the customer has provided a title from the state of *******, this documentation does not enable CARFAX to change a record from another state. CARFAX's research team explained to the customer that if they believe the title brand was issued in error, they will need to contact the California Motor Vehicle Department. Upon receipt of a corrected title from California Motor Vehicle Department, CARFAX will be happy to ensure the CARFAX Report remains consistent with the state record

• Initial Complaint

  Date:07/24/2024

  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.

  My car was broken into on 12/22/22 , Carfax is reporting that my airbags deployed which never happened. I have sent photos of the car being broken into with the dates and the auto bill i paid out of pocket.Carfax case # ******** will not remove the deployed airbags from my car records which is making it hard for me to trade my car in because of the false claim. I contacted liberty and they had no knowledge since a claim was never filed because i paid out of pocket for the repair's. If you look at the picture of the steering wheel you can see where the thief detached the airbag and left the wires exposed. if there was no accident how could the airbag deploy. this situation is really frustrating i was unable to trade my car in last month when this was bought to my attention and my lease is up in 3 weeks. please remove this false claim from my carfax record carfax is asking for documentation from liberty saying airbags were replaced when they would not have since i paid out of pocket

  Business Response

  Date: 09/16/2024

  Thank you for the opportunity to assist with the customer's concern. ********************** received a request to research an airbag deployment record for the vehicle in question. To address the request, CARFAX researched the vehicle's history and verified the information reported to CARFAX. To further research, CARFAX's research team asked the customer to provide documentation for the theft. The documentation provided does not indicate or support that the air bag was deployed/removed as a result of theft. CARFAX asked the customer to provide documentation from the insurance company that explains the air bag was deployed/removed from a theft. Upon receipt of the requested documentation, CARFAX will be happy to resume research for the customer.

  Customer Answer

  Date: 09/20/2024

  [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: 22037709
  
  I am rejecting this response because, as i stated the theft was never reported to my insurance because i paid out of pocket for the repairs. I submitted the bill from the mechanic along with pictures from the day that shows the airbag was not deployed u can see the wires hanging from where the airbag was detached :
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/19/2024

  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.

  CARFAX refuses to abide by Wisconsin laws and insists on imposing their own interpretation on my vehicle's branding. My vehicle's Wisconsin title clearly states: "CLAIM PAID." However, CARFAX lists it as a "total loss."Before contacting Carfax, I spoke with a *** representative who explained that under Wisconsin law, a "claim paid" title brand means that the cost to repair the vehicle after an accident was between 30% and 70% of its resale value. A "total loss" brand means that the repair cost was over 70%. The representative confirmed that my title was correctly labeled as "claim paid" since the repair cost did not exceed the 70% threshold.With this information, I contacted Carfax to request that they update the branding of my vehicle in their databases, as this discrepancy is profoundly affecting my personal economic well-being. I attached a copy of my title and an excerpt from the ***'s website where this information is explained (these documents are also attached here). Despite this, Carfax continues to ignore Wisconsin law and apply their own interpretation of the facts. They have repeatedly refused to change the branding of my *********************** an attempt to understand their stance, I asked Carfax to provide the sources of their information, but they refused. I escalated the matter to a *** manager, who, to my surprise, confirmed that this practice is regular for Carfax in *********: "claim paid" brands are treated as "total loss" regardless of the actual repair costs. This is unfair to American consumers. Carfax is disregarding official DMV information and making their own interpretations, affecting our ability to transact with our vehicles.I request that Carfax change the branding of my vehicle to the correct "claim paid" designation and not the current "total loss." Additionally, I would like to know what the BBB will do to a) help me resolve this issue and b) prevent this company from unfairly affecting the people of *********

  Business Response

  Date: 11/18/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a Total Loss for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified that the vehicle had been declared a Total Loss by an insurance agency. Because the Total Loss was verified, it cannot be removed from the CARFAX Report at this time. CARFAX's research team also explained that a Total Loss designation is not the same as a title brand. Not all Total Loss vehicles will receive a title brand, and this is because an insurance agency's threshold for a Total Loss may be different than as state's (DMV). If the customer feels the ******************** was declared a Total Loss in error, the customer may contact the insurance company directly. Should the insurance company confirm they made an error, they may provide a letter of correction to the customer. The letter should be on their letterhead, include the **** and state the information was reported in error. The customer may then provide the letter to ********************** for further research.

  Customer Answer

  Date: 11/28/2024

  Hello BBB, 

  I received an email saying the complain had been closed, but I don't think that should have been the case. I received the response from Carfax on 11/18. The email said I had 10 days to respond, these 10 days would end today 11/28 at *****pm ET. It is 11/28 2:00pm CT in this moment. I kindly request the BBB not to close or reopen this case as I am not satisfied with Carfax's response. 
  
  Response to Carfax's communication: 
  I appreciate the clarification provided regarding Carfax's stance on this matter. However, I must reiterate my concern that Carfax is not abiding by Wisconsin law, which should be the governing authority in this case.
  As outlined by the Wisconsin DMV, the "Claim Paid" designation on my vehicle's title reflects that the cost to repair the vehicle did not exceed the 70% threshold of its resale value. Despite this clear legal framework, Carfax has chosen to rely on the insurance companys determination rather than the ****, a nationwide institution responsible for setting and enforcing automobile laws. This deviation from the law has caused me significant economic hardship, as I am unable to transact with my vehicle due to Carfaxs classification of it as a "Total Loss."
  I strongly request that Carfax adheres to the law as established by the *** rather than the interpretation of an insurance company. The **** designation is the legal standard, and disregarding it undermines the rights of consumers like myself.
  Additionally, I would like Carfax to disclose the source of their informationthe name of the insurance company and the date the information was obtained. I have made this request before and have not received a response, which raises questions about the reliability of Carfaxs reporting. Transparency in this matter is crucial to ensure accuracy and fairness.
  I hope Carfax will reconsider its position and take the necessary steps to rectify this issue. I look forward to your prompt response and resolution.
  
  Sincerely,
  
  ******* Zea