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 Inc

  10304 Eaton Pl Ste 500 Fairfax, VA 22030-2238

  
• 

  CARFAX

  37001 Industrial Road Livonia, MI 48150

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:01/27/2023

  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.

  I ordered a Carfax report for a car with a VIN ending in *******. The report I received said the car was never salvaged or junked. I ordered an additional report from Bumper.com that clearly indicted that this vehicle was junked in 2019 in Maryland. Carfax "guarantees the information in th[e] section" related to salvages is correct. I requested a refund based on their misrepresentation. They have not responded to my requests for a refund. I want my $39.99 refunded.

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX offers a guarantee related to specific information on a CARFAX Report. The CARFAX Buyback Guarantee helps protect consumers from unknowingly buying a vehicle with a DMV-issued title brand, such as Salvage, Junk, Rebuilt, Fire, Flood, Hail, Lemon/Manufacturer Buyback, Not Actual Mileage, or Exceeds Mechanical Limits. If you find that any of these title problems were reported by a DMV and not included in this report, CARFAX will buy this vehicle back according to the terms and conditions of the Guarantee. There is no guarantee related to the purchase of a CARFAX Report, and we are sorry if the customer had any misunderstanding about the guarantee. That said, we received a refund request from the customer related to a different concern, and our support team issued a refund for the purchase.

• Initial Complaint

  Date:01/27/2023

  Type:Sales and Advertising 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 ordered and paid for 2 carfax reports on Dec 09. and only received 1. I gave them a review explaining why I was satisfied, they apologized and were glad to inform me that my problem had been resolved. They did nothing. The report that is missing is for one of my vehicles that I was going to sell. It is a 2016 *** ****** **** that I bought new. This would also help me decide if the report that I did receive had any validity.

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity to assist with this customer concern. With the information provided, CARFAX can confirm that we received a request for assistance from the customer on 1/8/2023 in which the customer indicated that they needed assistance signing in to their account. To address the customer's request, CARFAX's support team sent a password reset link to the customer. When the customer indicated that they still could not log in to the account, CARFAX's support team offered to run the report for the customer and send a link to them. The customer provided the VIN for the vehicle of interest, and in turn, CARFAX's support team ran the CARFAX Report and sent the link to the customer. The customer is not eligible for a refund for this purchase because the customer successfully received and reviewed the CARFAX Report.

  Customer Answer

  Date: 05/08/2023

  From: ************************* <*************************>
  Date: Mon, May 1, 2023 at 10:52 AM
  Subject: Complaint ******** re: Carfax
  To: <*************@mybbb.org>
  
  Carfax did provide the report shortly after I filed the complaint. May have been after they received your first attempt to contact them. Suddenly they couldn't do enough for me.
  
  Thank You for your time.
  
  Regards,
  *************************

• Initial Complaint

  Date:01/26/2023

  Type:Billing 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 January 15, 23 I choose the option 1 Carfax for $49.99 some how the system charged me $99.99 for 5 car faxes. This issue is when I try and going to to Carfax website now and run another Carfax the system is still trying to charge me again to run the Carfax. I have recite of the $99 charge and I can show where I login into website it is trying to charge me again. I currently have case number ******** and ******** which was open on 1/19 but have not had a solution presented yet.I would like to have all charges removed since I could not even run a Carfax and I do not need system anymore since I have found a car.

  Business Response

  Date: 05/02/2023

  Thank you for the opportunity to assist with this customer concern. We apologize for the technical difficulties the customer experienced. During the timeframe in question, some CARFAX customers were presented with a purchase page after signing into their account instead of the correct screen. These customers were not forced to purchase reports again, but rather, were presented with the wrong section of the account. The purchased reports were available to be used under the "CARFAX Reports" section of the customer's account. CARFAX's support team received a request for a refund from the customer, and to address the request, CARFAX's support team issued a refund in the amount of $55.00, which is the difference between the single and 5-report package. The customer was not eligible for a full refund because the customer successfully ran and view a CARFAX Report from the 5-report package.

  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:01/24/2023

  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.

  Long story short. I recently paid for a Carfax to pull the report on my own vehicle. However on this report Carfax listed an accident that never happened. After a dozen emails back and forth and terrible customer service they asked for some paperwork from my insurance company. I have provided them with everything that they asked for and they are continuing to not respond or remove this from there report. It seems like there is nothing I can do to get this resolved with them.

  Business Response

  Date: 02/14/2023

  Thank you for the opportunity to assist with this customer matter. CARFAX received a request to research an accident for the vehicle in question. To address the customer's request, CARFAX clarified for the customer that CARFAX is not reporting that the vehicle was involved in an accident. Instead, CARFAX is reporting that the vehicle sustained damage. CARFAX researched the vehicle's history and verified the damage record directly with the data provider. The damage was described as involving the front of the vehicle and was minor, which generally can be cosmetic including including dents or scratches. Because the CARFAX Report contains all of the information that may be provided for the damage event, it serves as the proof, or documentation, of the information as reported to CARFAX. We recognize that the information is limited, however, it is inclusive of what can be provided.
  
  We understand the customer states nothing has happened with this vehicle and that there is no documentation that can be provided. However, the record has been verified and will remain on the CARFAX Report. We would again encourage the customer to consider any change performed or considered on, or around 04/14/2022, and provide an estimate or repair bill for any repairs considered or performed.

• Initial Complaint

  Date:01/23/2023

  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.

  Purchased CarFax on 1-19-2023. Received email payment received, confirmation and approval numbers and link to get report. Unable to get report and unable to get anyone with CarFax to talk with me to get report. Either need valid link for report or copy of report emailed to me or refund of my $39.99

  Business Response

  Date: 02/14/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request for assistance with retrieving a CARFAX Report, and to address the customer request, CARFAX requested additional information from the customer in order to locate the purchase. After the customer provided the necessary information, CARFAX's support team issued a full refund. We apologize for any inconvenience the customer experienced when trying to retrieve the CARFAX Report.

  Customer Answer

  Date: 03/03/2023

  [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: They did not refund the payment. The payment was made through ****** and it was ****** that refunded the money after I filed a complaint on the purchase with them. CarFax flat out lies!
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:01/22/2023

  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.

  I'm a small Florida car dealer from Fort Myers. I have been a Carfax customer for many years. After Hurricane IAN hit Fort Myers hard, I have been damaged at work and in financial difficulty. I have always paid Carfax monthly. After the hurricane I could not do it. I have accumulated $2,555 unpaid. As early as November 4, I asked for Carfax to stop advertising, and Carfax replied by charging me the cost until December 31. On 21 December, I wrote to my Carfax representative requesting a payment arrangement as I was unable to pay. I was told that Carfax does not provide any arrangement and that I had to pay, otherwise they would have passed the case to a collector. And so they did. My debt of $2555 became $9177. How they can claim this sum when they are unable to pay $2555 is a mystery. The fact that Fort Myers was hit by the strongest hurricane in 40 years doesn't matter to Carfax. All institutions have voluntarily proposed arrangements. Carfax no. It's scandalous. I request that the original debt be restored and a payment plan offered.

  Business Response

  Date: 03/10/2023

  From: ************************* <***************************************>
  Date: Thu, Mar 9, 2023 at 3:56 PM
  Subject: Complaint #********.
  To: Better Business Bureau [email protected]>, [email protected] <[email protected]>
  
  Good afternoon,
  
  Thank you for the opportunity to assist with this customer concern. The customer in question advised CARFAX that they were experiencing financial difficulties, and the customer asked for credits to assist during this time. Unfortunately, CARFAX is not able to offer such credits. However, in an effort to assist the customer, the Account Manager offered options to reduce the customer’s subscriptions through deactivating his Used Car Listings subscription, and CARFAX extended the due by date for the subscription invoices in an effort to assist the customer. However, the customer chose not to deactivate the subscription, and the customer did not pay the balances by the due by dates. As a result, the customer’s account was defaulted for non-payment, and the full balance of $9,177 became due. While we acknowledge the customer indicated that they could not pay their balances, the services were still provided and the customer is obligated to pay for such services. To resolve the balance owed, the customer will need to work with the third party collection agency.
  
  Best regards,
  
  CARFAX, Inc.

• Initial Complaint

  Date:01/12/2023

  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.

  On December 27 ,2022 we purchased a new car and tried to trade in our 2014 ***** ****** ****** Sedan. VIN ***************** The dealer (***, Berlin City, Vermont) ran a CARFAX report and it said this trade-in was listed as a total loss in March, 2021. We reached out to CARFAX by e-mail (the only way to reach them) on Dec 27th case #******** They said an insurance company declared it a loss but would not tell us which insurance company or the nature of the loss. We have owned the car since Jan 2015 and we have never had a claim on the car or a major accident. We called our insurance company (******** - ***** agency, Burlington, Vermont) who we have had insurance with since Sep 2019 when we moved to Vermont. They ran a **** report back to 2012 and there are no claims under our name. The car is only driven by my wife and me. We have had our insurance with ******** since the car was purchased new in 2015. They do not have ANY claims on this vehicle. I called the DMV in Vermont and they do not have a salvage title on this vehicle. CARFAX refuses to give us any more information and have stopped responding to reasonable requests for more information. The dealer says that our car is worth $11,000 with a clean CARFAX and $5,000 less with the CARFAX as is. The info CARFAX is presenting is incorrect They will not correct their report. Our Father-in-law's car was also declared a loss by CARFAX -but this was incorrect in every way. We are at a dead end with them.

  Business Response

  Date: 02/14/2023

  Thank you for the opportunity to assist with this customer matter. CARFAX received a request to research a Total Loss for the vehicle in question. To address the customer request, CARFAX researched the vehicle's history and verified that an insurance agency declared the vehicle a Total Loss on 03/22/2021. While the customer provided documentation from their automotive insurance agency indication there were no claims for the insured drivers, the automotive agency referenced was not the agency that declared the Total Loss. Generally speaking, if a vehicle is involved in an incident with multiple vehicles, other insurance agencies may be involved, and it is not uncommon for another agency to make this declaration even when they are not the agency for a driver. CARFAX has encouraged the customer to ask their insurance agency for a summary of all claims for the VIN, even claims that occurred prior to their ownership, to learn more about the Total Loss. In order to remove the Total Loss, CARFAX will need a letter from the agency that declared the Loss. The letter will need to be on their letterhead along with a statement that explains the vehicle was declared a Total Loss in error. 

  Customer Answer

  Date: 03/03/2023

  [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: You have not provided me with the insurance agency that declared it a total loss. I have requested this info previously. 

  I need the name

  contact person

  phone number of the declaring agency, surely this is in your records.
  
  Regards,
  
  *********** And *********************

• Initial Complaint

  Date:01/12/2023

  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.

  I brought a used vehicle in August of 2022 the carfax I signed said the title was clean in December of 2022 the title came up salvage from New Mexico back in January of 2022. Carfax is procrastinating on fulfilling their buy back policy. Carfax has been given me the run around.

  Business Response

  Date: 02/14/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a Buyback Guarantee claim from the customer. The CARFAX Buyback Guarantee helps protect consumers from unknowingly buying a vehicle with a DMV-issued title brand, such as Salvage, Junk, Rebuilt, Fire, Flood, Hail, Lemon/Manufacturer Buyback, Not Actual Mileage, or Exceeds Mechanical Limits. If one of these title problems were reported by a DMV and not included in a CARFAX Report, CARFAX will buy the vehicle back according to the terms and conditions of the Guarantee. To process a claim, CARFAX conducts a thorough investigation of the vehicle's history, including securing title histories directly from the involved states. Unfortunately, the time required by the states to fulfill these requests are often length. CARFAX has not control over how and when these entities conduct their business and are at the mercy of the agency's processing times. That said, additional delays have been experienced because the customer has not provided a copy of the branded title or registration. Presently, CARFAX is awaiting title histories from Arizona, and when that information is received, CARFAX will notify the customer. CARFAX has also provided the customer with updates on the process and strives to complete the customer's request as quickly as is possible. The customer's continued patience during this lengthy process is appreciated. 

• Initial Complaint

  Date:01/12/2023

  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 is reporting entirely false information on my vehicles report. Multiple documents have been provided to include certified vehicle titles from multiple states and verification from insurance that the information is false. CarFax has refused to update the information and insists on reporting false information to the public.

  Business Response

  Date: 02/14/2023

  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 customer's request, CARFAX researched the vehicle's history and verified that two insurance agencies declared the vehicle a Total Loss under a prior ownership as the result of an accident. So that the customer could learn more about the accident and Total Loss that occurred prior to their ownership, CARFAX provided the police agency that documented the accident, the report number, and the name of the insurance agencies that declared the vehicle a Total Loss. To remove the Total Loss, CARFAX would need a letter from the two insurance agencies stating that the vehicle was not a Total Loss or an owner retained Total Loss. The letter should be on their letterhead and should include the following: VIN, date of accident, claim number and a statement that confirms the total loss was issued in error. Upon receipt of the requested documentation, CARFAX will be happy to resume research on this VIN.

  Customer Answer

  Date: 03/03/2023

  [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: the burden of proof falls to CarFax. I have contacted the insurance companies and both claim there was no total loss claim and the clean title issued by the State of Texas is proof enough. The accident in question involved 3 vehicles and police stated air bags did not deploy and had minor damage. A vehicle cannot simultaneously hold more than one policy, however CarFax claims this vehicle to have had two from completely different companies. I have also provided a digitally signed email from my own insurance agency showing the claim history on said vehicle for this accident and it shows there was no total loss, instead a claim for $421 was paid. This vehicle was less than a year old at the time of the accident, therefore a total loss would have required extensive damage. I have multiple government documents that show there was no total loss. If CarFax refuses to accept a government issued clean title, I'll need that in writing on letterhead, stated as a company policy and also pertaining to this specific inquiry. They will also need to contact the insurance companies and acquire statements on letterhead of the supposed total loss not reported to the State of Texas or entered into any national insurance database.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:01/11/2023

  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 Inc stated that on a car history report that the vehicle has sustained structural damage by visual inspection. Which we have the vehicle inspected and there is no damages. Carfax claims they can't remove the claim because they confirmed with their source but will no identify such source. This has since made selling the vehicle far less valuable. Carfax is also the only vehicle history report that reports said damage. Since trying to resolve this issue have unable to get a phone call from a supervisor. And getting told they will only make a not if I get it properly measured but will not remove it. This is unacceptable to put false information on a report and not remove it when provided evidence of zero damage. Also this causes financial burden of losing value of the car because of the false report. I have several email exchanges from them as well. I just want the damages removed from the report.

  Business Response

  Date: 02/14/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research the vehicle's history, and in response, CARFAX's research team researched the vehicle's history and verified that under a prior ownership, the owner of the vehicle offered the vehicle for sale at an auto auction and announced that the vehicle sustained structural damage based on a visual inspection. CARFAX contacted the source and verified that the information reported to CARFAX is correct. Because the information has been verified, it will not be removed from the vehicle's history. However, CARFAX provided the customer with instructions on how to have a measurement record added to a CARFAX Report. If the customer chooses to, the customer may have the vehicle inspected/measured according to the specifications outlined in the request form, and if the vehicle is found to be within specification, CARFAX can add a record that would alert future buyers that while the vehicle sustained structural damage, it has been repaired to be within manufacturer standard.