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:02/13/2023

  Type:Order 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.

  2/7/23 - ****** submits dispute for incorrect Carfax on my vehicle. ****** includes insurance w/ body shop supplements, and photos of the vehicle damage from the accident. 2/8/23 - Resolution manager ***** replies confirming that the Carfax is accurate and states "The provided estimate further confirms the vehicle sustained moderate to severe damage to the front, left rear, left front, right side, left side, right rear, rear and roof. Moderate to severe damage usually effects multiple components of the vehicle and is likely to compromise the vehicle's operation and/or safety."2/8/23 -****** further explains that Left rear, right rear, right side, rear and roof has paint repairs and this does not "compromise the vehicle operation / safety" 2/13/23 - ***** sends line items and says its a combination of "Panel replacements and repairs" on the areas in question. He states he is closing the matter and "This is my final email."I am seeking to escalate this matter to at Carfax, as ***** is incorrect, there were no "panel replacements" in the additional areas, and no repairs that would "compromise the vehicle's operation and/or safety." I just want to fix this incorrect entry as it infers the vehicle rolled multiple times and had damage all over it when in fact the damage was only to the front LEFT side of the vehicle. The incorrect reporting extremely diminishes the value of the vehicle to the point where a dealer will not accept the trade in. Thank you.

  Business Response

  Date: 05/08/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research moderate to severe damage sustained to the vehicle. To address the request, CARFAX researched the vehicle's history and the documentation provided by the customer. Through our research, CARFAX verified that the vehicle sustained damage and that the damage was moderate to severe in nature. The documentation provided by the customer further supports that the vehicle sustained moderate to severe damage to the front, left rear, left front, right side, left side, right rear, rear and roof. Moderate to severe damage usually effects multiple components of the vehicle and is likely to compromise the vehicle's operation and/or safety. The customer indicated that only paint and glass replacements were involved with exception to the front left, in which he agreed there was moderate to severe damage ("There was no moderate to severe damage on any area of the vehicle other then the front left."). In response, CARFAX explained that the documentation describes that the front, left front, roof, left side, left rear corner, rear and the right rear corner of the vehicle required a combination of panel replacements and repairs. Because the CARFAX Report is consistent with the repair documentation, no change to the CARFAX Report will be made.

• Initial Complaint

  Date:02/13/2023

  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.

  Hello, went to trade my car in and ************ as well as ***** SF told my that Carfax has reported 2 severe/major accident in 3/28/2022 and again in 10/26/2022. My car has not been in any accidents. The dealership said my car is valued at $35,000 but because of the Carfax report, it is valuing it at $3500. I need this corrected immediately.

  Business Response

  Date: 05/03/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research two accidents for the vehicle in question. To address this request, CARFAX's research team researched the vehicle's history and upon receipt of supporting documentation provided by the customer, CARFAX was able to update the CARFAX Report. The customer received complimentary access to the updated Report.

• Initial Complaint

  Date:02/12/2023

  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 was trying to trade my car in when the dealer provided a Carfax report indicating that my car was in an accident dated 10/17/2022. Based on this information, the dealer lowered the value of my car by almost $2000.Since I was sure that this information is wrong, I refused to trade the car and contacted Carfax online to correct the report. Carfax consumer services replied that the ********** police reported an accident. I went to the police station to investigate this issue and they provided me with the only report they had on my car. The report was a traffic violation on the same date, 10/17/2022., no accident mentioned in the report. I sent a copy of the report the Carfax and they refused to correct their false information. On 1/11/2023, I replied, and I asked them to provide me with a copy of the police report, or the report number they used for my care information. No one replied to me since. Carfax posted wrong information on my car, and even after I provided the copy of the report, they are still refusing to correct the information.

  Business Response

  Date: 05/04/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an accident reported for the vehicle in question. To address the request, CARFAX's research team researched the vehicle in question and verified that the vehicle was recorded on an official police report as being involved in an accident. So that the customer could contact the police agency and request their assistance with updating their records, as appropriate, CARFAX provided the customer with the name of the police agency that recorded the accident. The customer was able to provide a traffic citation report, but that is not representative of the information provided to CARFAX. The customer was encouraged to contact the police agency and request a letter, on their letterhead, that explains they documented an accident for the vehicle in question in error. To date, the letter has not been provided to CARFAX. However, when the customer provides an amended police report or letter from the police department, CARFAX's research team will be happy to review the documentation and update the CARFAX Report so that it remains consistent with the official government record.

• Initial Complaint

  Date:02/10/2023

  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 have a vehicle that I have owned for 4+ years that has an inaccurate carfax report against it.The carfax report states that there is structural damage on the vehicle and was applied against the records prior to me purchasing the vehicle. I have taken it to multiple mechanics and dealerships in attempts to validate these claims, but each one of them has denied observing any damage underneath the vehicle. I have contacted the dealer where I procured the vehicle and they referred me to the auctioneer that reported this issue. However, they are now out of business.Carfax refuses to work with me on removing this false report. This is impacting my ability to sell the vehicle at a fair price.

  Business Response

  Date: 05/04/2023

  Thank you for the opportunity to assist with this matter. CARFAX offers customers a process by which they may report information that they believe is discrepant. Customers may submit a research request to be researched by CARFAX's resolution team. Through the research process, CARFAX's resolution team will research the vehicle's history and determine if any updates to the CARFAX Report are warranted. Resolution to the matter may result in updating the CARFAX Report or leaving the Report as-is, depending on the outcome of the research. CARFAX instructed this customer to submit a research request so that we could research this record. However, as of today's date, no request for the correct VIN has been received. The customer may submit their research request here: ***********************************************************************

• Initial Complaint

  Date:02/09/2023

  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.

  On 3/8/23 on Carfax's website I purchased 3 reports using ******. I received a confirmation receipt from ****** that the purchase went through and from my bank that the amount was deducted from my account. However, I never got my report, my Carfax account was never credited for the three reports, and the website kept asking me for more money to get a report on the car I was researching. There is virtually no customer service, no phone number to call, and the computer generated email I got just said that someone would eventually email me.

  Business Response

  Date: 05/04/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX offers customer service to customers through our online Help Center. Through the Help Center, customers may review answers to frequently asked questions, initiate a chat, and submit a help request to our support team. All help requests are addressed in the order in which they are submitted to be fair to all of our customers that require assistance. 
  
  When a customer purchases a CARFAX Report, they must sign in to their account and click the "Reports" link at the top. While a customer may initially be presented with a purchase screen when first signing into their account, navigating to the "Reports" link should present them with the available CARFAX Reports. 
  
  CARFAX received a request for assistance from this customer, and to address the request, CARFAX asked the customer for additional information for the purchase so that we could locate their account. The customer provided additional details that enabled our support team to identify the account and issue a refund for the purchase as the customer indicated it was no longer needed.

• Initial Complaint

  Date:02/08/2023

  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 reached out to carfax to have an accident categorized as minor investigated. The vehicle has 8000.00 documented damage. I provided all the required documentation they requested to investigate the matter. All I get is an automated message stating they are working on it. It was initiated mid December 2022. To date I have not received a response from carfax. I have tried to look for a customer service phone number and it appears that they don’t have one published. This investigation should take no time at all to resolve. But Carfax continues to hide from customers. Not to mention inaccurate information they are providing. I called my insurance and body shop to see if they could have a correction made they said that they did not report damage at all and stated they did not know how carfax gets information especially if it’s not correct. The only source would be the 3rd party’s insurance which in my opinion would be a conflict of interest. All that would be left is the police report. If they identified as minor how would they possibly know if it’s minor or severe. I had car repaired at a established body repair facility and the damages totaled 8k including structural damage along with two doors a fender replace and paint work and adjustments to a b and c pillars and Carfax reports out minor. Don’t that make the used car buyer comfortable. There is no reason it should take this long to make corrections. Respectfully

  Business Response

  Date: 05/08/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an accident and severity of damage sustained for the vehicle in question. To address the request, CARFAX researched the vehicle's history and verified that the vehicle had been reported as being involved in an accident and that damage was sustained. To better understand the severity of the damage in question, CARFAX asked the customer to provide the final repair bill for the damage event. Upon receipt of the documentation, CARFAX found justification to change the damage severity to 'moderate.' The customer received complimentary access to the updated CARFAX Report.

  Customer Answer

  Date: 05/15/2023

  [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:02/07/2023

  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.

  Carfax is falsely reporting my car as a total loss. I reached out on 12/19/22 and 12/01/22 to speak with a representative about the false reporting. Both responses have been that since **** reported it that way, there is nothing they can do. There is no way for a vehicle to have a clean title and to also be reported as a total loss. The only way for a car to be a total loss is for it to be a salvage title. You can have a vehicle that is salvaged but not a total loss, but you cannot have a vehicle that has been reported as a total loss and not a salvage title. This needs to be corrected, and it is ruining the value of my car due to their sloppy and lazy reporting standards. My car has a clean title that I tried verifying with Carfax, but they stated that there is no need since they already reported it as a total loss. Case #********

  Business Response

  Date: 05/03/2023

  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 request, CARFAX researched the vehicle's history and verified that the vehicle was reported as a Total Loss by an insurance agency. So that the customer could contact the agency directly and request their assistance with correcting their records, as appropriate, CARFAX provided the name of the insurance agency that declared the vehicle a Total Loss. To remove the Total Loss, the customer should ask the insurance agency for a letter, on their letterhead, that explains the vehicle was declared a Total Loss in error. Upon receipt of this letter, CARFAX will be happy to resume research for this event. The customer indicates that the Total Loss cannot be correct because the vehicle does not have a title brand. However, a vehicle can be deemed a Total Loss without a title brand.

• Initial Complaint

  Date:02/06/2023

  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 requested a report regarding a vehicle that I was purchasing in Oct 2022. They sent the report, I bought the car I requested CARFAX to remove my account as I no longer needed their service They say that they are still researching- which is ridiculous. They refused to remove my account. Its been two weeks at least since my request to remove my account All I want is to close and remove my account

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's support team strives to complete customer requests as quickly as our workload permits. CARFAX's support team received a request to close the free Car Care account, and in response, CARFAX's support team deactivated the account and unsubscribed the customer from any future email communications.

• Initial Complaint

  Date:02/04/2023

  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.

  CARFAX has an incorrect mileage report on my truck’s record, even though all of the legal paperwork is correct. It’s a 2020 ********* ********, it has a record for when I purchased it in 2020, with the correct mileage (11,100), and then 57 days later had a record at 100k miles more than that. That is literally impossible, I’d have had to drive 24/7 for 57 days straight at 73 mph to make that happen. I contacted them to correct it, provided the motor vehicle record with the actual mileage, and it was supposedly changed. Now their app is saying that the incorrect mileage (111,100) was recorded around the date it was supposed to be fixed 1/10/23. I can’t sell the truck without a SIGNIFICANT loss because of the record, and CARFAX is the only one with it wrong. The title and all the dealership paperwork are correct.

  Business Response

  Date: 05/08/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an odometer reading for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history along with the documentation provided by the customer and found justification to update the CARFAX Report. The customer received complimentary access to the updated Report.

• Initial Complaint

  Date:01/28/2023

  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 leased a 2019 *** ******* on February 14, 2019from ******************* Automotive. I then purchased this vehicle on May 29, 2022. When i changed insurance, *** gave me a quote & then raised the premium when the CARFAX report stated that i had front end damage that had been reported. This was an error! I never had any front end damage to this vehicle. This report does not state who reported this. Yet now because of this, my premium has increased if I went with ***. The *** agent had correspondence with Carfax. I also filed a complaint regarding this error. I received a email from Carfax saying they will not change this & they stand by the report, even though they have no idea who filed this erroneous report. I feel that this is fraud. Not only is my premium raised but it will affect my resale value on this very low mileage car. The *** # is *****************. Plz help me with this. I am a retiree & cannot afford to hire a lawyer.

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research a damage record for the vehicle in question. To address the customer's request, CARFAX's research team researched the vehicle's history and verified that a record of damage was reported for the vehicle in question. The damage was reported as occurring on, or around 03/15/2022. The damage involves the left front of the vehicle, and the damage is described as minor. Generally speaking, minor damage is cosmetic (including dents or scratches), may only require reconditioning, and typically does not compromise a vehicle's operation and/or safety. CARFAX is not reporting that the vehicle was involved in an accident. Because the information was verified, it will not be removed from the CARFAX Report. We would encourage the customer to consider any change to the vehicle's condition that was performed or considered around that timeframe and provide any related documentation, such as an estimate or final repair bill, for the event so that CARFAX can conduct additional research.