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:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a report on my Carfax that did not need to be reported. It was not reported by my insurance company, the body shop and there was no police report. Don't know how they even got it. I hit a deer, and it cracked my grill and headlight cover. No air bag deployment. Very minor damage. The SUV was completely drive able, and safe to drive. Now the value of my SUV had been diminished greatly because of the report on Carfax. I have filed reports twice with them, and no response at all. They have no customer service to contact, and when I tried calling twice, it hung up on me after a recorded message telling me to file a report. Which, again I have done twice! I want that report removed from my Carfax. It does not need to be there. No structural damage was done. It is not necessary for it to be on the Carfax!

  Business Response

  Date: 04/27/2023

  From: ************************* <**************@carfax.com>
  Date: Wed, Apr 26, 2023 at 5:03 PM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  
  Good afternoon,
  
  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research a damage event involving the vehicle in question. To address the customer’s request, CARFAX researched the vehicle’s history and verified that the vehicle was reported as sustaining damages on, or around 03/29/2022. The damage report involves the front of the vehicle. As we understand from the customer’s communications, the customer acknowledges the vehicle hit a deer, sustained damage, and was subsequently repaired. Because the vehicle was damaged, and the damage record was verified with the data provider, the damage record will remain on the CARFAX Report. If the customer would like to provide the final repair bill to CARFAX, we would be happy to review the documentation to determine if any changes to the Report can be made.

  Customer Answer

  Date: 04/27/2023

  [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:
  
  There was NO structural damage done. MINOR damage. Your report has lowered the value of my vehicle, and you need to prove to me there is sufficient reason to lower the value based on what report you have, by an unknown source. As my insurance company nor the body shop reported it. Other people have hit deer and it did not show up on a carfax report. So why mine? I drove it just fine after the deer, and the guy who rear ended me....it didn't cause damage to it that would have warranted not driving it. No structural damage in either accident. I have attached paperwork from the body shop that proves that. See attached. My name is on them, and possibly other personal info, please do not put the attachments on the BBB website. 
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 05/12/2023

  I have blacked out personal info. There was none in the first documents I sent either. I dont know what else to do, documents were asked for and I sent them. I have no other ones I can send. These docs show no structural damage was done to my vehicle, but yet CarFax has put these in the report and lowered the value of my vehicle for no reason. I want them removed, as they are unnecessarily hurting the value. 

• Initial Complaint

  Date:11/17/2022

  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.

  Here are a few details that might help. The car was bought in 2014 and insured through ***** and Financed (auto loan) by *** Credit Union ***** insurance has a typo in the VIN  number (the second letter was V instead of U and it was corrected in 2018) I moved from New Jersey to California in June 2018.I cleared the loan and got the title in my name in 2021. I still own the vehicle as of today (Nov 2022) Based on the above details I am the only owner of the vehicle since it was bought in 2014. But the car fax report shows two owners.

  Business Response

  Date: 04/27/2023

  From: ************************* <**************@carfax.com>
  Date: Wed, Apr 26, 2023 at 4:36 PM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  
  Good afternoon,
  
  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an accident and number of owners for the vehicle in question. To address the customers request, CARFAXs research team researched the vehicles history and found justification to remove the accident and update the number of owners on the CARFAX Report. The customer received complimentary access to the updated CARFAX Report.
  
   

  Customer Answer

  Date: 04/28/2023

  [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:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carfax is reporting damage to my car when there is none. They are claiming that an accident caused dents and scratches to the right side. I am attempting to sell the car and several car dealerships have pointed to that information as a reason for a below market value trade-in offer. I have reported this error to Carfax in the past and it was not remedied.

  Business Response

  Date: 04/27/2023

  From: ************************* <*************@carfax.com>
  Date: Wed, Apr 26, 2023 at 4:32 PM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  
  Good afternoon, 
  
  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an accident with damage for the vehicle in question. To address the request, CARFAX researched the vehicles history and verified that the vehicle was recorded on an official police report as being involved in an accident during which the vehicle sustained damage. So that the customer could contact the police agency and dispute their records, CARFAX provided the customer with the name of the police agency that documented the accident along with the report number. Because the accident was verified, it cannot be removed from the CARFAX Report at this time. However, upon receipt of an amended police report, CARFAX will be happy to resume research and update the CARFAX report, as appropriate, to ensure that the CARFAX Report remains consistent with the official government police record. 

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to sell my mother-in-laws 2015 ******** ***. CARFAX claims the was an accident that involves the left front of the car. Carfax claim that the accident repair was moderate to severe. The police report number, *********, is not a valid number with the ******** State Police, ********* county sheriff nor the ********** park police dept. In fact, according to all those agencies, using her name, VIN and license plate number, there was no accident involving the car left front as Carfax claim. CARFAX case number is ********. They want me to resolve this using the report number which doesn't work. Lastly, I am a ASE Master certified Auto, Truck and Law enforcement mechanic and I can verify that all bolts, screws and retainers are untouched original parts.

  Business Response

  Date: 04/26/2023

  From: ************************* <***************@carfax.com>
  Date: Wed, Apr 26, 2023 at 1:49 PM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  

  Good afternoon,
  
  CARFAX received a request to research an accident for the vehicle in question. To address the request, CARFAXs support team researched the vehicles history and verified that the vehicle was listed as being involved on an official police report. So that the customer could contact the police agency and dispute their report, CARFAX provided information about the agency, police report number, and location of the accident. Due to the age of the accident, it could be that the agencies the customer contacted had purged their records. However, CARFAX provided the customer with a redacted copy of the police report for the accident. Because the accident was verified, it cannot be removed from the CARFAX Report. Upon receipt of an amended police report, CARFAX will be happy to resume research on the accident and will ensure the CARFAX Report remains consistent with the official government record of the event.
  
  Best regards,
  
  CARFAX, Inc.

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 2019 ********************* Double Cab purchased in February of 2019. In November of 2019 I had a collision w/ a deer causing around 15,000 dollars of damage to the truck. I am aware that the truck has a carfax that would lower the value of the truck on a trade-in. In June I looked into the possibility of selling it to ******** in **********************(pa) w/ the understanding that the value would be affected. The Dealer gave me the carfax stating that the damage was "moderate to severe". A diagram also indicated damage to the rear. The truck had NO damage to the rear. I have pictures and documentation from the body shop verifying this. I also have the car fax.I then contacted them requesting that this be corrected indicating exactly what happened to the truck. As per their request I sent them a copy of ALL work completed by the body shop. On July 7 I received an email stating that they were very busy and would get back in a timley fashion. Since then I have sent them a number of emails and have heard nothing. All I ask is that they correct the report indicating the exact damage to my truck. I am sure that this will increase the value of my truck. Case #******** Thanks for taking the time to read this.Car Fax has a copy of the repairs.Best,*********************** Cell:************

  Business Response

  Date: 04/06/2023

  From: ************************* <***************@carfax.com>
  Date: Thu, Apr 6, 2023 at 2:52 PM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  
  Good morning, 
  
  Thank you for the opportunity to assist with this customer concern. CARFAX strives to complete all customer requests in a timely manner and in the order in which they are received. CARFAX received a request to research a damage record for the vehicle in question. To address the request, CARFAX’s research team researched the vehicle’s history and verified that a record of damage was reported for the vehicle in question. To better understand the severity and points of impact involved in the damage event, CARFAX asked the customer to provide the final repair bill for the repairs performed. Upon review of the documentation provided by the customer, CARFAX verified that the severity as described was correct for the event, however, the points of impact for the vehicle were updated. For the customer’s reference, here is a copy of the current report:
   
  *************************************************************************************************************************
  
  Best regards,
  
  CARFAX, Inc.

  Customer Answer

  Date: 04/13/2023

  [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: I want to see the new Car Fax that does NOT show damage to the rear of the truck. I also believe that Car Fax took too much time to respond. I wonder if it takes that much time to SELL a vehicle. Thanks
   
  Regards,
  
  *************************
  

  Business Response

  Date: 09/13/2023

  Good evening, a copy of the current report is attached. The Report can also be accessed at the following link - the link will be valid for 60-days:

   

  **************************************************************************************************************************************************************************************

  Customer Answer

  Date: 09/18/2023

  [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:Although the diagram has been changed from the original, it does NOT represent the correct damage to the truck. 

  The diagram shows damage to the passanger side of the truck extending to the rear wheel. This is incorrect. The Truck is a double cab. The front door on the passanger side of the truck had to be straightened and refinished. Again, from that point there was no damage.

  As I stated, the deer hit the front of the truck, not the rear door nor the bed as illustrated in the diagram.

  Thanks for your help and understanding w/ this matter.

  ***********************

  Regards,

  *************************

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to the customer's remaining concerns. The visual depiction of an area of damage is a generalized image that is used to represent a variety of vehicle makes and models. This image cannot be modified. The more accurate depiction of points of damage are listed in the record details. The record details are listed as follows:

  It hit a deer
  Damage to right front
  Damage to front
  Damage to right side
  Disabling damage reported
  Vehicle towed

  We understand the customer indicates the vehicle was only damaged in the front; however, the documentation provided by the customer does not support that only the front was damaged. Further, the customer states the front passenger side door (to the right side of the vehicle), was repaired. Based on the documentation provided by the customer, damage was sustained to the front, right front, and right side of the vehicle. Here are the lines from the documentation which help to inform this description:
  
  Line number -10- Replace front bumper
  Line number -49- Replace upper tie bar
  Line number -51- Replace lower tie bar
  Line number -54- Replace left side panel
  Line number -57- Replace right side panel
  Line number -80- Repair hood
  Line number -88- Replace right fender
  Line number -107- Replace right upper rail
  Line number -114- Repair right apron
  Line number -125- Repair front crossmember
  Line number -141- Replace right outer pillar
  Line number -145- Repair right door shell
  Line number -162- Anchor measure and pull

  No additional changes to the CARFAX Report are warranted at this time.

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I inquired with Carfax because there was a discrepancy on my Carfax report for a ***** ** ***. The report read that my car was in “severe damage”. I was going back and forth with a rep and after I provided documentation receipt of a front bumper grill that I purchased in order to fix the front grill because We hit a racoon on the road and had to replace the front bumper without involving insurance. Tthey removed the negative reporting on the carfax report and This took place in June 2022. Almost two months ago a dealership ran another Carfax report because I am trying to sell my vehicle and the report is reading “severe damage” again. I’ve been emailing carfax now for two months and they haven’t corrected the error. I’ve been issued three different case numbers and anytime I send the records I get a response and they’re asking for records again. I send records and I don’t get a reply back. It’s frustrating that I cannot speak to a live person and That Carfax cannot fix the issue. It’s not fair that the report was fixed in June and now we’re back to square one. My case is being referred to different people and nobody is listening or reading or reviewing any of the information I’m sending. I included the original case number to my correspondence for reference and I have yet to hear from someone with regards to this issue. I am disappointed in their lack of unprofessionalism and ability to resolve this issue, their mistake. They are negligent and reporting false information on the carfax report.

  Business Response

  Date: 04/06/2023

  From: ************************* <*******************@carfax.com>
  Date: Thu, Apr 6, 2023 at 10:50 AM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  
  Good morning,
  
  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research severe damage, and to resolve the customer request, ********************** researched the vehicles history. On, 6/21, CARFAX notified the customer that ********************** verified with the data provider that a record of sever damage occurred on 01/29/2019 involving the front of the vehicle. Because the information was verified, it would need to remain on the CARFAX Report, however, CARFAX offered to research further with any repair documentation that the customer could provide in order to determine if any modifications to the event as reflected on the CARFAX Report could be made. We apologize for any misunderstanding, but CARFAX did not update the CARFAX Report at that time, and we did not inform the customer that the Report had been updated. CARFAX received another request on 10/14, and again on 11/23 and on each of those dates, CARFAX explained that the damage event had been verified and that the customer would need to provide repair documents from the 2019 event. While the customer provided repair documents from 2022, CARFAX would need to review the estimate or final repair bill from 01/2019.
  
  Best regards,
  
  CARFAX,  Inc.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The MVA mistakenly branded my car as having flood damage. This showed up on the carfax report. I contacted the MVA and they acknowledged the mistake and promptly issued a clean title. Carfax refuses to take the flood branded title wording out of the carfax report and this wording is causing dealers to offer way less for the car. it is costing me thousands of dollars for what was a mistake in the first place. Carfax only uses email to communicate which is frustrating. I have tried with multiple online tickets and email to get this resolved but the support analysts will not fix the report. I have wasted weeks worth of time where I could have sold my car, however I am dealing with getting this resolved so that I can get what the car is worth. I should not have to suffer for what clearly was a mistake from the Maryland MVA, given how they sent a clean title. They need to remove the flood damage wording from the report entirely, or buyers will offer less for the car. They could at least provide a phone number for cases such as this.

  Business Response

  Date: 11/30/2022

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research a title brand issued for the vehicle in question. With the customer's assistance, CARFAX verified that a title brand was issued in error and was subsequently canceled by the agency. With this information, CARFAX was able to ensure the title brand was not appearing on the CARFAX Report. In its place, CARFAX noted that a brand was previously reported for the vehicle that was issued in error. This language is standard and necessary to provide insight to prospective buyers of the vehicle's history. Here is the note that is listed:
  

  01/09/2019  

  Title issued or updated
   A Flood Title was issued for this vehicle in error and later corrected

  Customer Answer

  Date: 12/07/2022

  [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:

  As I told carfax, the "flood" word that carfax left in the report was causing me thousands of dollars when attempting to sell the vehicle.  They did not care.  The flood branding was issued in error from the MVA and should not be part of the vechicle's history.  It never was part of the history.  Car dealers did not like seeing the word "flood" in the report and offered way less for the car.  I was able to have ********* correct the report without the "flood" wording.  ********* did the correct thing.  Carfax did not.  I would recommend using *********.  They are easier to deal with.  They have a phone number where you can talk to actual people.  Carfax supports via email only.
  
  Thankful to ********* that I was able to sell the vehicle.  Carfax could not care less that they were costing me thousands of dollars. 

  Regards,
  
  *****************************

• Initial Complaint

  Date:11/08/2022

  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.

  Carfax has an erroneous entry on my vehicle report, in which a clerical error resulted in the recorded mileage being documented at 125,000 (yes an even number with 3 zeros), when the car had closer to 40,000. This vehicle is in immaculate condition and remains with approximately only 52,000 miles. I have contacted Carfax multiple times, and I have received ONE email back, from a person named Odin, and have submitted service records that reflect the true mileage, as he stated that the previous records didn’t include the VIN. The car is scheduled to go to auction on Bring A Trailer, and the discrepancy will hurt the value of my car, resulting in a loss of money. All I am asking is for Carfax to correct the issue, or let me know what other information they need in order to do so. I am happy to take it to the *** dealership so they can verify that the speedometer still bears the factory sticker on the back. Please help me get this sorted out.

  Business Response

  Date: 11/30/2022

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research records on the CARFAX Report, and CARFAX's research team reviewed the information in question. To aid in the research, CARFAX requested documentation from services performed to understand the vehicle's mileage progression. While the documentation received by CARFAX initially did not contain a VIN that would enable CARFAX to verify the documentation, the customer ultimately provided documentation that enabled CARFAX to conduct further research. Upon completing the research, CARFAX's research team was able to update the CARFAX Report and provided the customer with complimentary access to the updated report, a $39.99 retail value.

  Customer Answer

  Date: 11/30/2022

  [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:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a report that contained no detail to services completed, looking for service history on vehicle looking to purchase.

  Business Response

  Date: 11/30/2022

  Thank you for the opportunity to assist with  this customer concern. CARFAX did not receive a request from this customer submitted to our support team. There are no purchases matching the information provided, so CARFAX contacted the customer directly to request additional information about their purchase and complaint. When the customer submits a help request and provides additional information about the complaint, CARFAX's support team will continue to assist the customer through to resolution.

  Customer Answer

  Date: 11/30/2022

  [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:
  I did respond about the lack of details obtained on the report.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used the Carfax to purchase a car, the Guarantee no salvage junk rebuilt fire flood Hail or Lemon. It also Guarantee actual mileage. After the sale I received a Branded title that also had not Actual Mileage and exceeds Mechanical limits. I called customer claims at Carfax they were rude and talked over me and down to me. They will not honor their Guarantee. When I said that I will report them to you (BBB) THEY LAUGHED and said that they and other big companies executives donate to the BBB for the A rating. Is that true? Now I have an unreliable car and can't trust the BBB who used to be the champion of the little guy. This country is going backwards fast.

  Business Response

  Date: 03/10/2023

  From: ************************* <***************@carfax.com>
  Date: Thu, Mar 9, 2023 at 4:11 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. CARFAX does not have any record of this customer in any of our customer systems, including the repository of customer calls and emails. We apologize for any misinformation, but we do not have evidence that they spoke with a representative from CARFAX. That said, we contacted the customer and provided them with the information necessary to initiate a request to research the brand in question. Upon receipt of the required research form, the customer’s request will be assigned to a Resolution Manager for research.
  
  Best regards,
  
  CARFAX, inc.