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:10/02/2022
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 showing wrong accident on my car history, I created 2 cases - case #******** + case #******** on carfax online portal, but so far nothing has been done. They have no call support over phone, I'm losing about thousands dollar value on my car, when I'm trying to sell it to *******. For no fault of mine, I'm just getting punished for a wrong report on Carfax end. I have provided insurance details which confirms no claim was made and no accident was registered + case details created for Carfax to correct the problem, but they haven't resolved the case yet.Business Response
Date: 01/12/2023
From: Sally T****** <************@carfax.com>
Date: Thu, Jan 12, 2023 at 8:29 AM
Subject: Complaint #********.
To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>Good morning,
CARFAX received a request to research an accident for the vehicle in question. Through our research, we verified that the vehicle is listed as being involved in an accident on an official police report. So that the customer could contact the police department and request their assistance with correcting any errors, as appropriate, CARFAX provided the customer with information about the agency that recorded the accident along with the report number. Upon receipt of an amended police report, CARFAX will be happy to update the CARFAX Report so that it continues to remain consistent with the official government record.
Best regards,
CARFAX, inc.Initial Complaint
Date:09/21/2022
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.
Thank you for the opportunity to speak with someone as I am at my wits end. My husband recently financed a car in which it had a branded title. We went though the proper channels with the Virginia DMV to get the title corrected so it now reads ACTUAL instead if EMU (exceed mileage usage) for the miles. We have been in communication with ********* (********) with the paperwork provided by the DMV and they were able to correct it in their systems within a matter of days. This situation with Carfax has been going on for weeks. Carfax will NOT listen to what my husband and I are saying. Carfax is requesting a copy of the corrected title. The car is being financed so we do not have the title, nor does the bank and DMV will not provide a “digital” copy as Carfax has requested. We have sent them documents that were given to us by the DMV that shows the correction and a copy of the corrected registration to show that the corrections have been made. We are at a point where the vehicle could possibly be sold, however interested buyers are looking at these vehicle history reports and are seeing inaccurate data. We have sent numerous emails, made multiple calls and have been totally rebuffed. Customer service representatives are rude and transfer you to a voicemail mid sentence before you can event state your issue. All we want is the information to be corrected that is associated with this car. DMV will not give us any more documentation than what we already have and the bank has no access to the title until after the loan is satisfied. Please, can someone help us make them understand that this is totally out of our hands but the correction is somewhat easy on their end. This honestly should not be this complicated. Thank you again for your time.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 matter. CARFAX strives to assist all customers through any data disputes in a timely and cooperative manner. Often times, when CARFAX verifies the data reported, CARFAX may encourage a customer to contact an agency directly to request their assistance with amending their own records, as appropriate. In these cases, CARFAX will also explain to the customer what documentation would be needed to assist CARFAX with verifying that a correction has been made by the agency. Specific to this case, CARFAX received a request to verify an Exceeds Manual Limits/Usage title brand. Through our research, we verified that a state Motor Vehicle Department had branded the title as, Exceeds Mechanical Limits. CARFAX explained to the customer that upon receipt of a corrected title, CARFAX would update the CARFAX Report and ensure that it remains consistent with the DMV record. With the customers cooperation, and with an update provided directly by the DMV, the CARFAX Report was updated. Here is a link to the updated Report: *************************************************************************************************************************
Best regards,
CARFAX, Inc.Initial Complaint
Date:09/16/2022
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.
I recently found that Carfax had a accident claim against a vehicle that I'm recently trying to sell. I didn't know about it till I was trying to sell it. Carfax placed this on my car in Jan 15 1992, in the dead of winter in Ohio. No way in driving this car in winter. This is a classic collectable, that I have 11.6 k miles on it from when I bought the car in 1987. Car fax is not producing any proof of any accident. But yet they are dragging their feet on proof. In the meantime I could be affected by a decreased value in my vehicle. By 20k plus. I have no supporting documents to show that I was not on an accident, but I shouldn't. However Carfax should, and they are not producing them.Business Response
Date: 01/12/2023
From: Sally T*********** <**************@carfax.com>
Date: Wed, Jan 11, 2023 at 5:37 PM
Subject: RE: [EXTERNAL] You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania 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 conduct the research, CARFAX required the police report for the accident which needed to be retrieved directly from the agency. Requesting police reports from agencies can require several days to weeks, depending on the agencys methods by which information can be requested as well as the agencys processing times. Unfortunately, CARFAX has no control over the time an agency requires to complete a request. We apologize that the research could not be conducted according to the customers desired timeframe; however, CARFAX did update the CARFAX Report and provide the customer with an updated Report in the timeframe that our research allowed.
Best regards,
CARFAX, Inc.Customer Answer
Date: 01/13/2023
[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: carfax did nothing to resolve this issue, they still have not received our acquired a police report to substantiate the accident claim that carfax our against my vehicle. The only reason they removed it was because they could not prove it. But somehow it was a report against my vehicle which cost me a sale of the vehicle at that time. Carfax puts claims against vehicles without any proof that anything happened. I want the police report that initially carfax used to propagate this charge.
Regards,
*********************Initial Complaint
Date:09/13/2022
Type:Service or Repair IssuesStatus: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.
The Carfax report shows minor damage on my car, I contacted Carfax, they are unable to provide any information regarding the report. They tell me it has been verified, but they can't provide any proof of this verification.I want them to provide proof of this damage and how exactly it occurred.Business Response
Date: 12/01/2022
From: Sally T******** <****************@carfax.com>
Date: Wed, Nov 30, 2022 at 5:42 PM
Subject: complaint #********.
To: Better Business Bureau <[email protected]>
Cc: **********@mybbb.org <*******@mybbb.org>
Good evening,
CARFAX received a request to research a record of damage for the vehicle in question. Through our research, CARFAX verified that a record of damage was reported for the vehicle in question. The damage was reported as occurring on, or around, 02/12/2022. The damage involves the rear of the vehicle, and was described as minor, which is usually cosmetic, including dents or scratches to the vehicles body. A damage record is not an accident record, and damage can be a result of many different types of events. Examples include contact with objects (other cars, trees, traffic signs, road debris, etc), vandalism, reconditioning, or weather-related events. Not every damage event is reported to CARFAX. As details about the damage event become available, those additional details are added to the CARFAX Vehicle History Report.
To further assist the customer, CARFAX requested that the customer provide any related documentation for the event. The customer was encouraged to consider any change pursued, even a change from the timeframe the customer can recall that the customer may not consider damage, and provide any related documentation to CARFAX for review. Because the CARFAX Report contains all of the information that can be provided for the damage record, the CARFAX Report serves as the documentation, or proof, of the damage information that was reported to CARFAX.
Best regards,
CARFAX, Inc.Customer Answer
Date: 12/02/2022
[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:09/09/2022
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.
Carfax is reporting innacurate information on my vehicles VIN number that is costing me thousands on selling my car. They are refusing to accept the ****** report as proof that the vehicle was never sold at auction nor was it sold during the time period they are claiming. As a result they are expecting me to be able to contact a company that they will not disclose for a letter stating it was reported in error. Said "anonymous" company doesnt even show up on government records. This vehicle was purchased by my dealership from a ****** dealership and was never at auction. Carfax is refusing to help me clear my vehicles record of innacurate reporting and is refusing to accept what i have given them as proof. They refuse to help me at all in this situation and continue to refuse anything i bring to them.How do i get a letter signed by someone who doesnt exist on any record except the record they refuse to share with me that could clear my vehicles innacurate reporting.I have attached the carfax report that is innacurate as well as the NMVITS report provided by my dealership.Business Response
Date: 12/01/2022
From: ************************* <*********************@carfax.com>
Date: Wed, Nov 30, 2022 at 6:11 PM
Subject: complaint #********.
To: Better Business Bureau <[email protected]>
Cc: *******************@mybbb.org <*******************@mybbb.org>
Good evening,
CARFAX received a request to research a sale record for the vehicle in question. To resolve the request, CARFAXs research team researched the vehicle and verified that the vehicle was reported as being sold with an Odometer Problem/True Mileage Unknown Disclosure. Because the record was verified, it cannot be removed from the CARFAX at this time. To remove this history, CARFAX would need a letter of correction from the seller that states the information was reported in error. The customer provided a report from another agency that unfortunately did not enable to CARFAX to update the vehicles history. CARFAXs support team notified the customer that many sources report exclusively to CARFAX, and many of the records found on the CARFAX Report cannot be found on ******. It is inaccurate to conclude that these events did not occur because the information is not found on another report. These records were simply not reported to this vehicle history provider.
CARFAXs support team will be happy to resume assisting the customer when the requested documentation is provided to CARFAX.
Best regards,
CARFAX, Inc.Customer Answer
Date: 12/01/2022
[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: Carfax is expecting me to get a letter from a company that has their information hidden. How does someone get a letter from a "secret company." You told me to get a letter but refused to give me the name of those who submitted the report im contesting which removes all integrity from the report. When you carry reports that impact peoples vehicle values, you hold a responsibility that must maintain integrity. If someone reports negatively on a report, i the vehicle owner should be able to see the supporting evidence. Instead you continue to tell me to obtain information from someone that only you have the contact info from. I already sold the car but this is about principle now. In America, we have the right to know and face our accusers. Why dont you uphold the values of the Nation that made your company successful?Regards,
***********************
Initial Complaint
Date:09/07/2022
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 states my vehicle was involved in an accident on 5/11/2013 that was recently discovered when I went to sell my classic car 2006 *** ***** and am original owner. I have court documents stating there was no accident and it was dismissed. No damage was reported- no claims on my insurance- no bodywork, no airbags deployed, NOTHING! I provided notarized court documents signed by a judge and they will not take it off my CARFAX! It is wrong and misleading and costing me THOUSANDS for the value of my vehicle! I attempted to escalate and they won’t— I have gone back and forth and the OIC at police dept &court and they don’t understand as judge has provided ruling. Not sure how Carfax can find the record as the police dept and records can’t access them as they were purged- only the judgements remain! This needs to be removed as it is inaccurate and a simple letter if I was a car dealership would remove this but I am a private owner.Business Response
Date: 12/01/2022
From: ************************* <**************@carfax.com>
Date: Wed, Nov 30, 2022 at 5:54 PM
Subject: complaint #********.
To: Better Business Bureau <[email protected]>
Cc: **************@mybbb.org <*******@mybbb.org>
Good evening,
CARFAX received a request to research an accident for the vehicle in question. Through our research, we verified that the vehicle is listed on an official police report as being involved in an accident. The police report states that VIN: ***************** was involved in an accident with a parked motor vehicle on 04/13/2013.
CARFAX reviewed the provided court documents stating the charges were dismissed. This does not necessarily mean the vehicle was not involved in the accident. A vehicle can be in an accident without the vehicle owner receiving a ticket or charges. CARFAX is a third party data reporting company and cannot make any assumptions regarding the event.
Further, CARFAX explained to the customer that the police report is an official government document, which means CARFAX cannot misrepresent it, nor does CARFAX have the authority to determine if any of it contains an error. The police department that issued the report is the only entity that can make that determination.
The customer stated the Police Report cannot be amended. CARFAX informed the customer that we would be happy to review a letter or supplement from the ********Township Police Department stating the vehicle was not involved in the accident. The letter should be on their letterhead, list the VIN, accident date, a statement confirming the vehicle was not in an accident, along with a contact name and phone number.
Upon receipt of an amended police report or a letter from the agency, CARFAX will be happy to ensure that the CARFAX Report remains consistent with the official police report.
Best regards,
CARFAX, Inc.Customer Answer
Date: 12/01/2022
[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:From: **************** <***********************>
Date: Thu, Dec 1, 2022 at 3:11 PM
Subject: Re: No resolution
To: ****************@mybbb.org <*******@mybbb.org>
Good afternoon,
Finally hear back from Carfax and the BBB with same garbage they have been saying since day one MONTHs ago- they are NOT listening or READING nobody has this supposed information but CARFAX and they wont share with the police department that does not have the records that were Dismissed by the court and accident did not occur! Please help me- this is ridiculous!!
*********************Regards,
********************Initial Complaint
Date:08/31/2022
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.
In April of 2021 2015 *** ** Vin # ***************** was parked at a ***** and someone parked next to me opened their door into mine. I filed a claim with my insurance to repair a 1 inch scratch on my door. Just recently the *** dealer sent me a free carfax reports and it shows that my vehicle was in an accident as a result of this. My insurance company said this damage does not qualify as an accident yet carfax has listed this erroneous information devaluing my vehicle. There should be a class action lawsuit filed against this company for misinformation and the false perception/lack of information created by their inaccurate reports.Business Response
Date: 11/15/2022
From: Sally T****** <************@carfax.com>
Date: Mon, Nov 14, 2022 at 1:06 PM
Subject: complaint #********.
To: Better Business Bureau <[email protected]>
Cc: *******@mybbb.org <*******@mybbb.org>
Good afternoon,
CARFAX addresses all customer requests for assistance when they submit a request at support.carfax.com. Because CARFAX has not received a research request related to the information provided in the complaint, CARFAXs support team contacted the customer and provided instructions on how to submit a research request. When a research request is submitted, CARFAXs research team will be happy to research this vehicles history.
Best regards,
CARFAX, Inc.Initial Complaint
Date:08/12/2022
Type:Product IssuesStatus: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 wanted to buy a carfax on a vehicle but could not every establish on account for this purpose. I have emailed several times t receive a refund for a service I could never use but no avail. This is the reference from carafe number for follow up: #********.Thank you *************************Business Response
Date: 09/08/2022
Thank you for the opportunity to assist with this customer concern. CARFAX's support team received a request for assistance with running a CARFAX Report. CARFAX's support team responded to the customer request and provided a direct link to the CARFAX Report so that the customer could bypass the account creation issues. However, as a one-time courtesy, CARFAX also issued a refund in the amount of $39.99.Customer Answer
Date: 09/12/2022
[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:07/25/2022
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 is incorrect data listed on the Carfax Report for my 2005 **** *********. I purchased this vehicle on February 16,2002 from ***** * ******* https://*****************/listing/2005-*****************/ This is a collector grade vehicle with low mileage, no accidents, one owner and California ownership. I went to list my vehicle for sale, a Carfax report was run and it mentions "damage reported" on 5/2/2022. The car has been under my ownership/possession and has not sustained damage via an accident or other method. I contact my insurance company and they verified that there have been no reports/claims against my vehicle. Carfax refuses to remove this information from the vehicle report. This is greatly reducing the value of my vehicle as collectors want a car not involved in any accident or having damage.Business Response
Date: 09/08/2022
From: ************************* <*****************@carfax.com>
Date: Thu, Sep 8, 2022 at 3:40 PM
Subject: RE: [EXTERNAL] You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
To: Better Business Bureau <[email protected]>
Cc: ************************************ <***********@mybbb.org>
Good afternoon,
CARFAX received a request to research a damage record reported for the vehicle. CARFAXs research team researched the vehicles history and verified that the vehicle was reported as sustaining damages on, or around 05/02/2022. The damage was described as being minor, which is usually cosmetic in nature, including dents or scratches to the vehicle body. The damage was reported as involving the front of the vehicle. Because the information was verified, it will remain on the CARFAX Report. So that we could better understand the condition of the vehicle from the event, CARFAX asked the customer to provide any related documentation. The customer provided a letter of experience from their automobile insurance company. Because vehicle owners do not report all damages or seek reimbursement through a claim, CARFAX cannot accept a letter of experience as support the vehicle was not damaged. Instead, CARFAX can review an estimate or final repair bill for any repairs sought or performed for the vehicle. CARFAX respectfully requests again that the customer consider any changes to the vehicle that were considered in 05/2022, even changes the customer would not consider damage, and provide any related documentation.
Best regards,
CARFAX, Inc.
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