Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Carfax Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 467 total complaints in the last 3 years.
- 188 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/30/2022
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Carfax about an issue where they were reporting incorrect information on my car, which caused problems when I tried to trade my car in. The form to request assistance isn't very user friendly, and the VIN was entered incorrectly. They contacted me to let me know, and I gave them the correct number, but they said I would have to file a new complaint, even though they had the information.Business Response
Date: 03/10/2023
From: ************************* <*******************@carfax.com>
Date: Thu, Mar 9, 2023 at 3:59 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 received a request to research a record for a vehicle; however, the information provided for the vehicle was not valid. Because CARFAX could not conduct an investigation without the correct information, CARFAX notified the customer by email that while we would be happy to assist them, we would need them to complete the required form with the correct information for the vehicle. The customer can submit a research request here: ***********************************************************************.
As of todays date, the customer has not submitted the required form.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/24/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Carfax wrongful reporting resulted in financial damage to me. Carfax wrongfully and knowingly reported minor cosmetic damage as major structural damage resulting in the loss of the sale of car and wrongful devaluation of car. Carfax does not list source of information. Carfax does not have reachable user friendly customer service and thus does not allow wrong information to be corrected in a timely manner. Proof of similar cases and complaints are all over the internet. They must provide a fast track means to remove false derogatory information as this affects people obtaining necessary transportation.Business Response
Date: 04/06/2023
From: ************************* <********************@carfax.com>
Date: Thu, Apr 6, 2023 at 9:07 AM
Subject: Complaint #********.
To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
Good morning,
CARFAX aims to resolve all customer inquiries in a timely manner and in the order in which they were submitted. Because the research process varies dependent upon the type of issue, data provider, and vehicle history, CARFAX does not support research requests by telephone. Instead, CARFAX offers customers an online request form that the customer may complete, and upon receipt, CARFAX will research the record(s) in question and notify the customer of the results of that research. In an effort to resolve this complaint, CARFAX contacted the customer and provided the customer with the link to submit the required research form. As of todays date, CARFAX has not received the required form from this customer. We will be happy to research any information the customer finds discrepant, however, upon receipt of the required form.
Best regards,
*****
Consumer AffairsCustomer Answer
Date: 04/06/2023
[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 business is deceptive. I have already responded. They knowingly report false information. They have no direct customer service.
Regards,
*****************Initial Complaint
Date:10/24/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Carfax misreported a car accident on my report stating false information that has been stopping me from getting a new car. I have been trying to contact them for weeks but they do not have a phone number. When I finally reached them through email they kept telling me they cant fix the report that was done on their end even though I have gone to my insurance and the police department who filed the police report for the accident. Carfax still wont fix the issueBusiness Response
Date: 03/21/2023
From: ************************* <*********************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 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. CARFAX received a request to research an accident for the vehicle in question. To address the customers request, CARFAX researched the accident and verified that a police agency recorded an accident on an official police report involving the vehicle in question. 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 agency that documented the accident along with the report number. Upon receipt of an amended police report, CARFAX will be happy to update the CARFAX Report to remain consistent with the official government, the police report. As of todays date, the customer has not provided the amended police report.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/24/2022
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The PO owner of my vehicle had a minor accident and this erroneously shows up as a total loss on my Carfax report, despite Michigan DMV and insurance claiming otherwise, including my legal and verifiable possession of a clean green title for that vehicle. Search up of my VIN shows no auction records as well, which is a tell sign if there ever was a total loss in the past.
I asked "***", the resolution manager at Carfax, for more information on the insurance provider that they say made the claim so I could contact them about this. He did not provide any, so all I have is their word instead of any actual evidence. What I requested does not fall under the personal information category and they have no legal right to hide this information from me, unless they themselves have something to hide, or perhaps their "total loss" claim is not verifiable or does not come from a legit source.
Business Response
Date: 03/21/2023
From: ************************* <************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 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. CARFAX received a request to research a Total Loss for the vehicle in question. To resolve the customer’s request, CARFAX researched the vehicle’s history and verified that an insurance agency did declare the vehicle as a Total Loss. Because the Total Loss information was verified, it will remain on the CARFAX Report. Upon receipt of a letter from the insurance company that handled the claim, stating the vehicle was not a total loss or an owner retained total loss, CARFAX will ensure the CARFAX Report remains consistent with the agency’s records. The letter should be on their letterhead and should include the following: VIN, date of accident, and a statement that confirms the total loss was issued in error. The letter can be sent to [email protected] or faxed to 1*************. Because the CARFAX Report is inclusive of the information that can be provided to a consumer concerning a particular record, the CARFAX Report serves as the proof, or documentation, of the event as reported to CARFAX. While CARFAX cannot provide the name of the insurance agency that declared the vehicle a Total Loss, the customer may be able to secure this information by contacting their automobile insurance agency and requesting a comprehensive history of all claims, including claims submitted prior to their ownership.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/24/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Carfax is reporting wrong information about my vehicle, information that denies me the option of selling my vehicle. They report my car has a junk title issued in Indiana on 01/25/2022 while the vehicle is registered in Indiana on 01/25/2022 while the vehicle is registered in California – and I hold the clean title in my hand Besides that, the report from Carfax shoes multiple wrong information – for example that the vehicle had 3 owners – while I’m the 2nd owner I have checked with California & Indiana DMV and they stated that there is nothing wrong with my car – it’s a clean title My vehicle is estimated for $45k and due to this wrong info I can’t sell it since the entire market is working with Carfax reports I have also tried to contact Carfax online (there is no phone number) and all I get in the past 2 weeks is that “your case is being researched” The biggest concern is that if my vehicle will get stolen, the insurance company will not pay me anything since they too work with Carfax reports this is the link for the report ********************************************************************************************************************* everything related to Indiana is falsBusiness Response
Date: 03/21/2023
From: ************************* <****************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 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. CARFAX received a request to research disputed records for the vehicle in question. The customer disputed that the vehicle was titled in Indiana, received a junk brand in Indiana, and the vehicle has had only 2 owners. To resolve the customer’s request, CARFAX researched the vehicle’s history, including obtaining title histories from state agencies. While CARFAX strives to resolve research requests as quickly as possible, there can often be delays when researching with state agencies, such as DMV, due to their processing times. Through our research, we verified that the vehicle was titled in Indiana; however, the junk brand was issued in error. CARFAX also verified that the vehicle had 2 owners. The CARFAX Report was updated to reflect 2 owners and that the junk brand had been issued in error, and the customer was provided with complimentary access to the updated Report. Because the customer still disputed that the title was issued in Indiana, CARFAX encouraged the customer to contact the Indiana DMV for their assistance with updating their records, as appropriate. Upon receipt of a letter from the Indiana DMV, on their letterhead, stating the vehicle was titled in error, or a canceled title for the Indiana title, CARFAX will be happy to ensure that the CARFAX Report is updated and continues to be consistent with the DMV’s record.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/21/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
There's a mistake on my CarFax report and they haven't answered me to resolve the problem at all. I submitted report # ********, again report #********, and again report #********.The CarFax report list an incorrect odometer reading. I've submitted the title to show that their report was incorrect. Their report erroneously makes it look like the odometer was rolled back and I can't sell the car. Ive provided car fax the proof they need. I need this fixed now.Business Response
Date: 03/21/2023
From: ************************* <***************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 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. CARFAX received a request to research a record for the vehicle in question. Through our research, CARFAX found justification to update the odometer reading in dispute and provided the customer with complimentary access to the updated CARFAX Report.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/19/2022
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Carfax has an erroneous report on a car I am trying to sell. I have notified Carfax of this via email (2 -3 times), I have faxed this information to them, the dealer trying to buy my car has also notified them. They pretend like they are trying to fix things, send a really nice preliminary email and then nothing gets done. They do not speak to consumers over the phone and they do not have any level of accountability or respect for the problem they are causing. I need the funds from the sale of this car to pay for cancer treatment. They seem to be immune to any level of customer concern. Please help me.Business Response
Date: 03/21/2023
From: ************************* <****************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 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. While the customer did reach out to ********************** to request assistance, there was some time between when the customer initially asked for assistance and when the customer provided the required research form. Once the required form was received, CARFAXs research team commenced research on the mileage record in question. Through our research, we found justification to update the CARFAX Report and provided the customer with complimentary access to the updated Report.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/18/2022
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a copy of my vehicles carfax report on 10/15/2022 and was surprised to see that my vehicle was in a sideswipe collision with airbags deployed. The only damage my vehicle ever sustained was when another vehicle was turning out and bumped the side of my truck. This was minor cosmetic scratches with no airbags deployed. I had to file an incident report due to the other driver leaving, not my damages. The incident report specifically states that no airbags were deployed and that my vehicle incurred minor cosmetic scratches. The initial information on the report is inaccurate and needs to be fixed asap. I requested Carfax to do an informational research case but Ive heard nothing. The cases they gave me via email are ******** and ********. My vehicles vin # is *****************.Business Response
Date: 03/21/2023
From: ************************* <**************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 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. CARFAX received a request to research an accident for the vehicle in question. Through our research, we verified that a policy agency documented an accident for the vehicle in question, noting a sideswipe. CARFAX provided the customer with information to be able to contact the police agency directly should they wish to dispute any details on the accident, and CARFAX agreed to update the CARFAX Report upon receipt of an amended police report. Research enabled CARFAX to remove the tow details as well as the accident severity. Once additional information was provided by the customer, CARFAX was also able to remove the sideswipe information and provided the customer with complimentary access to the updated CARFAX Report.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/17/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The carfax reported erroneously on my vehicle resulting in a less favorable rate for my trade-in valuation. Per ************* in ********* ****, the carfax report said the vehicle had been involved in an inoperable crash & was towed from the site, the vehicle not, the car was involved in a non-driven parking lot accident ONLY. August 22, 2021Business Response
Date: 03/21/2023
From: ************************* <***************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 AM
Subject: Complaint #********.
To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
Good morning,
Thank you for the opportunity to assist with this request. CARFAX offer a process by which customers may request research and correction to a CARFAX Report when they feel a record, or records, are incorrect for the vehicle in question. Customers may start that process by submitting the required form available here: ***********************************************************************.
To assist this customer, CARFAX contacted the customer and provided instructions to complete the required research form. Upon receipt of the required form, the customer’s research request will be assigned to a Resolution Manager for research and resolution. As of today’s date, CARFAX has not received the required research form based on the information (name and email address) provided to the BBB.
Best regards,
CARFAX, Inc.Initial Complaint
Date:10/05/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CARFAX Canada in London Ontario is providing inaccurate misleading information and misrepresenting me. Causing me massive financial loss. They refuse to assist and continue to do harm to me and my sales. They are including knowingly inaccurate false data and untrue information on my Canadian vehicle carfax reports. unfair business practice. slander. false claim.Business Response
Date: 03/21/2023
From: ************************* <****************@carfax.com>
Date: Tue, Mar 21, 2023 at 10:32 AM
Subject: Complaint #********.
To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
Good morning,
The complaint received was submitted against CARFAX Canada based out of London Ontario, which is a sister company to CARFAX, Inc. While the complaint is submitted against a separate organization, CARFAX, Inc. contacted a CARFAX Canada representative in order to supply the following details to the Better Business Bureau.
CARFAX Canada received a request in October 2022 from a customer disputing records. Through their research, CARFAX Canada verified that the vehicle was a confirmed clone, which means the vehicle’s VIN is in use by another vehicle either due to physical or electronic theft of the vehicle’s identification number. To assist the customer, CARFAX Canada explained to the customer that the vehicle was a clone and provided guidance on how to have the records canceled and/or have the vehicle recovered. It was CARFAX Canada’s understanding that the vehicle was in possession of a dealership at that time. As a result, CARFAX Canada also contacted that dealership and provided the same guidance regarding canceling the records/recovering the vehicle.
If additional details or resolution are requested, a complaint should be submitted directly to the correct organization: CARFAX Canada.
Best regards,
CARFAX, Inc.
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