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:10/11/2023

  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 has a report of our car being repaired on 5/5/23 and this never happened. You can not speak to a human and can only communicate through email. They refuse to tell us who reported this damage and refuse to take it off of the report. This has cost us $5000 in trade in value. We need this resolved ASAP so we can trade this car in for it's true value.

  Business Response

  Date: 12/06/2023

  From: ************************* <*************@carfax.com>
  Date: Tue, Dec 5, 2023 at 10:45 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 damage record for the vehicle in question. To resolve the customers request, CARFAX researched the vehicles history and verified that a record of damage had been reported for the vehicle. With the customers cooperation and through additional research, CARFAX was able to find justification to remove the damage record. The customer was provided complimentary access to the updated Report. For your reference, here is a link to the updated Report:
  
  **************************************************************************************************************************************************************************************
  
  Please note: the link will expire in 30 days.

• Initial Complaint

  Date:10/05/2023

  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 reported a damage report to my vehicle in 2019. I just found out a week ago when I tried to trade my vehicle in. My car has never had damage done and never been in an accident. I reached out to Carfax for clarification and was told that I needed to provide documentation of the work I had done- to which I responded that I had to documents because nothing has ever happened. They would not tell me the specific date it was filed, what was filed, who filed it, what the damage ever was, nothing. They told me to contact my insurance company which I did. They said I have no claims. The either suggestion from Carfax was to contact the repair shop BUT MY CAR HAS NEVER BEEN DAMAGED. I am incredibly frustrated that my cars value is being decreased because of some mystery allegation by Carfax. I want this corrected or more information provided.

  Business Response

  Date: 12/06/2023

  From: ************************* <***************@carfax.com>
  Date: Tue, Dec 5, 2023 at 10:48 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 damage record for the vehicle in question. To resolve the customers request, CARFAX researched the vehicles history and verified that a record of damage had been reported for the vehicle. With the customers cooperation and through additional research, CARFAX was able to find justification to remove the damage record. The customer was provided complimentary access to the updated Report. For your reference, here is a link to the updated Report:
  
   **************************************************************************************************************************************************************************************
  
  Please note: the link will expire in 30 days.

• Initial Complaint

  Date:10/03/2023

  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.

  Trying to get a correction on my current Carfax to sell my car for what it is worth. There is a false information on GMC Acadia on 9/15/2021 of my vehicle being totaled. I have provided the car repair estimate from that date, as well as the other person's insurance contact information who handle this claim, and the reciept of what they payed for this repairable car accident our case# is *******. We keep getting generic response emails that they are working on this. Not able to talk to someone to resolve this. We have sent multiple emails and no help going on a month now asking for help. I am not sure where they got this false information, but this is not of our doing and we would like it fixed. Please help.

  Business Response

  Date: 11/07/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's research team strives to research and resolve customer requests in a timely manner and as quickly as our workload permits. So that customers are aware that their request is still under review, CARFAX sends regular updates by email to customers. Specific to this case, CARFAX's research team researched the vehicle's history and researched the documentation provided by the customer. Based on the results of the research, CARFAX was able to update the CARFAX Report. The customer received complimentary access to the updated CARFAX Report. For your reference, here is a link to the updated Report:
  
  **************************************************************************************************************************************************************************************

  The link will be valid for 30 days from today's date (11/7/23).

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the process of selling a vehicle, my friend who works at a car dealership ran a Carfax report and it says that on March 13th of 2023 there was an incident involving my vehicle. My wife and I are the only ones that drive this vehicle and there was no such incident on March 13th of 2023. Carfax has stated that if I don't have documentation to prove otherwise, it will stay on my carfax report. How could I produce documentation if nothing ever happened on that said day and why would they keep it on my report nothing ever happened to my car on March 13th of 2023 and I would really like to take this off of my carfax report because I won't get the proper amount of money that I'm asking for the car unless it is, thank you for your time.

  Business Response

  Date: 10/31/2023

  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 customer's request, CARFAX's research team researched the vehicle's history and verified that the vehicle was not reported as being involved in an accident. Instead, the vehicle was reported as being involved in a damage event. The damage event is reported as occurring on, or around, 03/13/2023. The damage event is described as involving minor damage, which is typically cosmetic in nature, including dents or scratches to the vehicle body. The left rear, left side, and right side of the vehicle appear to be involved in this damage event. Because the damage event was verified with the data provider, no update to the CARFAX Report can be made at this time. Because the CARFAX Report is inclusive of the information reported to CARFAX for the damage event, the CARFAX Report serves as the proof, or documentation, of the damage event as reported to CARFAX. CARFAX's research team would be happy to look into this further for the customer upon receipt of documentation that would give us a better understanding of the event. We acknowledge the customer states the vehicle was not damaged, so we would ask the customer to consider any change to the vehicle that was pursued or performed around that time, even a change the customer would not consider "damage," such as reconditioning. The customer is encouraged to provide any estimates, repair orders, and a letter of experience from the automobile insurance agency that provided coverage for the vehicle from that timeframe.

  Customer Answer

  Date: 11/07/2023

  [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 who reported this instance of any damage or anything being repaired nothing was repaired on my vehicle in March 13th of 2023. There is no paperwork because there was no event there was no repair there was no damage I'm tired of this situation taking this long!
  
  Regards,
  
  *********************
  

  Business Response

  Date: 12/05/2023

  Here is a link to the CARFAX Report:
  
  **************************************************************************************************************************************************************************************

  The link will be valid for 30 days.

  The CARFAX Report is inclusive of the information that can be provided to the customer for the damage event and serves as the proof, or documentation, of the damage event as reported to CARFAX.

  Customer Answer

  Date: 12/08/2023

  There are no attachments! Nothing has ever happened to my vehicle on the day of 3/13/2023. Why would I have any documents, photos, or anything of that nature, for an event that never happened! This is a fictitious claim. I don't know what in the world there talking about. My car is in perfect shape. I would really like this resolved. Thank you for your time. 

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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.

  September 29,2023 filed on line, Carfax website to get report for 2009 ***** ***. Had five times to enter requested information before I got an account set up. The next page said 47 reports found. At next line page said "expired" but nothing else. Payment info put on card $44.95. I wasn't able to pull up report though page said processing. when it was finished I got another message to request report. Again "expired" displayed without any explanation or indication my card would not be charged. I filed on site with customer support and got one of three case numbers in addition to an approved number. Case nbe ********* ******** n ********. Approval number*******. Still no report .When I entered the last number and approval number the site said account locked out. I did get email for each different number I received saying case manager assigned the case and don't need to email again. With the lockout message it gave a customer support phone number to call. I called and got canned message office was closed for the night call back in the morning. When I tried that number this next day, Friday it said dealer support and consumers should file form. After I er give times I was unable to get information paid for and I told the site in the email I needed the report by Monday. I received another email today saying the same verbage but with yet another case number. If they sent a phone number to call the night before with locked out number why wasn't that number on today's email. I was told at dealer Carfax report was available but it's not proving to be available to a paying consumer. There appears inherently something astray with the finished and some trim on the car that I need to have the auto body shop aware of to be able to correct since it occurs during and after rain so wasn't seen on lot inspection in sunny two weeks negotiating to purchase car. Dealer stated they would have all fixed if I bring the car back to them for a few days. Report only way to know sure

  I received email from Carfax about an hour ago stating they are refunding the $44.99 I paid for report not given or received.
  
  They said if I had questions n more comments don't hesitate to contact them again.
  
  I replied asking if there is a report since the final home page stated 47 reports. Furthermore I asked since that company is considered gold standard for purchasing used cars in the US why was my request denied. I stated that the company cut off legal purchase, why am I being denied my consumer rights to legally get the information on that vehicle, 2009 ***** ***. I need it for service scheduled and by being denied access I feel that my consumer rights have been violated unprofessionally. Rights I have as consumer in this United States. Please advise immediately.
  
  Can BBB see if Carfax will give an explanation because I never had this problem getting a report from them for other cars. Case number is on complaint email already forwarded and car specifics purchased.

  Customer Answer

  Date: 10/02/2023

  ---------- Forwarded message ---------
  From: ******************************* <*************************>
  Date: Sun, Oct 1, 2023 at 12:25 AM
  Subject: Carfax difficulty
  To: <[email protected]>

  
  

  After submitting to BBB or just before, Carfax over rided both problems and sent me the full 47 reports for ***** 2009 ***.

  
  

  Cancel my complaint about Carfax.

  
  

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

• Initial Complaint

  Date:09/29/2023

  Type:Product 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 have been trying unsuccessfully to ask for a correction to the Carfax for the vehicle I purchased. I have provided all the documentation, but get zero response from Carfax. They say I will be assigned a case number, but there is no confirmation that they even received the request for correction, They acknowledged when I missed checking a box on the form, but when I resubmitted there is no confirmation and the Carfax has not been edited, nor have I had any response. I have asked twice (emails to verify) for a follow-up, but appears to be a black hole. No one will reply that they have received the documentation and request form even though I hae both faxed it twicw and sent to the email address they provided me. I want the accident on the Carfax changed from "Severe" to "Minor" which is specified in the ******* Repor that is already attached to the Carfax report. The "Severe" description of the accident is erroneous, however, it pushes the value of my vehicle down by $4-$5 thousand dollars. The True360 report reflects cosmetic damage and classifies it as "Minor"

  Business Response

  Date: 10/31/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX researches customer requests as quickly as our workload permits and in the order in which they are submitted to be fair to all of our customers. We appreciate the customer's patience as they waited for their turn in line to have the vehicle researched. To address this customer's concern, CARFAX's research team researched the vehicle's history and verified that the vehicle was reported as sustaining major damage. Because the information was verified, no changes to the CARFAX Report could be made at that time. So that the customer could contact the police department directly to request their assistance with correcting their records, as appropriate, CARFAX's support team provided the customer with the name of the agency that recorded the accident along with the report number. Upon receipt of an amended police report that lists the vehicle did not sustain major damage, CARFAX will be happy to review the documentation and update the CARFAX Report, if appropriate, to ensure the CARFAX Report remains consistent with the police department record of the event.

  Customer Answer

  Date: 11/08/2023

  [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:09/28/2023

  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.

  incorrect carfax was entered for my VIN

  Business Response

  Date: 11/07/2023

  From: ************************* <*************@carfax.com>
  Date: Tue, Nov 7, 2023 at 10:16 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 address the request, CARFAX’s research team researched the vehicle’s history and verified that the vehicle was declared a Total Loss. Because the customer disputed the declaration, CARFAX explained to the customer that we would need a letter from the insurance agency that declared the loss. The letter would need to include a statement that the Total Loss was declared in error and corrected in their records. The letter would also need to include the VIN, date of accident, claim number.

  The customer was able to provide a letter from the insurance agency, and with this documentation, CARFAX was able to update the CARFAX Report. The customer received complimentary access to the updated Report. For your reference, here is a copy of the updated Report:
  
  **************************************************************************************************************************************************************************************
  

  The link will be valid for 30 days from todays date (11/7/23).

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a brand new 2020 car with odometer reading of 10 miles. A month later a record was entered in Carfax saying Mechanical Limit Reached. Which would mean that my car in 1 month went from 10 miles to 1 million miles. It is clear that it is a mistake and the record says the record was entered by “NY DMV, Atlanta GA.” I am considering purchasing the car but don’t want to do it if the carfax record is problematic. I opened a dispute case with Carfax #******** and it was assigned to a rep at Carfax. He said that Carfax needs a new Title from NY DMV to update that record. How is this the only solution when the record is clearly a result of a clerical error? Also, I asked if me purchasing the car and getting the title in my name and forwarding the title to him would solve the problem. Purchasing the car and not being able to resolve this issue would affect my financials very negatively so I wanted some assurance that I was on the right track. No answer from Carfax to that email in 5 weeks. It’s unbelievable that Carfax rep is acting like this instead of educating and supporting its customers.

  Business Response

  Date: 11/07/2023

  From: ************************* <****************@carfax.com>
  Date: Tue, Nov 7, 2023 at 10:25 AM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  
  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an Exceed Mechanical Limits title record as reported to CARFAX. To address the customer’s request, CARFAX researched the vehicle’s history and verified that the NY DMV has an Exceeds Mechanical Limits title for the vehicle in question. Because the record is on file with the state agency, no updates to the CARFAX Report can be made at this time. Regrettably, CARFAX is not in a position to determine if the DMV made an error. As explained to the customer via our communications, if the customer feels the NY DMV made an error in issuing the title, the customer is encouraged to work with the NY DMV. Because the customer indicated they may not currently own the vehicle, the customer is encouraged to have the lienholder work with the NY DMV if the customer and lienholder believe the title was granted in error.
  
  Upon receipt of a corrected title, CARFAX would be happy to resume research on the matter.

  Customer Answer

  Date: 11/07/2023

  What will correction to the carfax look like?

  Will the erroneous record still be on the report with a new record correcting it! Or will the erroneous record disappear once correction is made?

  How long does it take for the correction by carfax to take place once they receive a new title?
  

  I wish I did not have to go through BBB to get my questions answered but the rep assigned to my case just have not been responsive. 

  Customer Answer

  Date: 11/07/2023

  [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:

  Date Sent: 11/7/2023 12:36:54 PM
  What will correction to the carfax look like? 
  
  Will the erroneous record still be on the report with a new record correcting it! Or will the erroneous record disappear once correction is made?
  
  How long does it take for the correction by carfax to take place once they receive a new title?
  
  I wish I did not have to go through BBB to get my questions answered but the rep assigned to my case just have not been responsive. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I already know that CARFAX has extremely poor consumer service and has multiple complaints along with multiple news stories regarding their inaccurate reporting, more specifically their reluctance to reveal the source of their false reporting and their reluctance to fix false reports. They tell you that they "verified' the report with the source that they can not tell you about, therefore they will not remove it. CARFAX's 1.04 out of 5 rating along with their cookie cutter responses to every complaint should be fair warning to any dealership or consumer that is thinking about relying on their information.There is false data listed on the Carfax Report for my 2017 ******** ****. The entry is dated 7/18/23. I went to the dealer to trade in my vehicle, however a Carfax report was run and it mentions "damage reported" on 7/18/23. 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. I also ran a ***** ***** report and there is no reported damage. Carfax refuses to remove this information from the vehicle report. This is greatly reducing the value of my vehicle and CARFAX is not providing me any details that would even help me figure out where this information came from so that I can get this corrected.CARFAX's business practice is a detriment to the consumer. They tell the consumer to go fish for documentation of an event that never happened, and provide no way to resolve this.CARFAX claims to have verified the information, therefore they have the information I am demanding. I demand the following:1) Details on what exact damage was reported on 7/18/23 2) Name of entity reporting damage, that CARFAX in turn is reporting to the public for profit 3) EXACT STEPS and documentation needed to prove that record is false/inaccurate.

  Business Response

  Date: 12/06/2023

  From: ************************* <****************@carfax.com>
  Date: Tue, Dec 5, 2023 at 10:37 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 damage record for the vehicle in question. To resolve the customers request, CARFAX researched the vehicles history and verified that a record of damage had been reported for the vehicle. With the customers cooperation and through additional research, CARFAX was able to find justification to remove the damage record. The customer was provided complimentary access to the updated Report. For your reference, here is a link to the updated Report:
  
  **************************************************************************************************************************************************************************************
  
  Please note: the link will expire in 30 days. 

  Customer Answer

  Date: 12/06/2023

  [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:
  
  Thank you CARFAX for resolving this. I am satisfied with their response.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/27/2023

  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.

  Request to Address Discrepancy in Carfax Report To whom it may concern,I trust this message finds you in good health. I am reaching out to discuss my recent discovery concerning the damage history listed in my Carfax report, specifically pertaining to an incident that occurred on July 14, 2021. This information has had a detrimental effect on the appraisal value of my vehicle.When I acquired the vehicle in October 2022, I diligently reviewed both ******** and Carfax history reports, and neither indicated any prior involvement in accidents or damage incidents. Regrettably, it has come to my attention that the Carfax report now displays a disparity in this regard.I kindly request your assistance in rectifying this mistake in the Carfax history, as the ***** dealership has affirmed that there was no damage to the vehicle. I have attached the original ******** and Carfax reports from the time of purchase for your reference.I firmly believe that my car was not involved in any accidents or damage, and I would greatly appreciate your thorough investigation to verify and correct this information in the Carfax report.Thank you for your prompt attention to this matter.Sincerely,Yanhao

  Business Response

  Date: 10/31/2023

  From: ************************* <****************@carfax.com>
  Date: Tue, Oct 31, 2023 at 10:56 AM
  Subject: Complaint #********.
  To: Better Business Bureau <[email protected]>
  Cc: *******@mybbb.org <*******@mybbb.org>
  
  Good morning,
  
  Thank you for your patience as we looked into this issue for the customer. CARFAX’s research team received a request to research the vehicle’s history concerning an event that occurred prior to the current owner’s ownership. To address the request, CARFAX’s research team researched the vehicle’s history and verified that the vehicle was reported as being involved in a damage event on, or around 7/14/2021. CARFAX explained to the customer that damage can be a result of many different types of events, not just accidents. Examples include contact with objects (other cars, trees, traffic signs, road debris, etc.), theft, vandalism, or weather-related events. The damage reported was described as minor to moderate in severity and involves these points of impact:
  
  Left side
  Left rear
  Rear
  Roof 
  
  When a new owner is attempting to learn about events that occurred under a previous ownership when CARFAX cannot supply additional information, the new owner may consider contacting their insurance company for a comprehensive history of all claims, have the vehicle inspected by a qualified mechanic to learn more about prior damages and related repairs, the DMV, or even the previous owner (if known) to attempt to learn more information about events that occurred prior to his/her ownership.

  Customer Answer

  Date: 10/31/2023

  [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 received your message and replied back but go no reponse. Please show me the proof and the report from insurance company, I will sue you if needed. Can you show us where your sources coming from?
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/07/2023

  We apologize for any misunderstanding; however, CARFAX has not received any communication from the customer since the research request was submitted on 9/25/23. CARFAX's research team did respond to the customer by email, and the most recent email was sent to the customer on 10/05/2023. The email was sent to *********************.
  
  As shared previously, the CARFAX Report is inclusive of the information that can be provided and serves as "proof" of the information reported to CARFAX. The customer is encouraged to review the CARFAX  Report for information about the damage event. Here is a link to the current Report:
  
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  The link will be valid for 30 days from today's date (11/7/23).
  
  When a new owner is attempting to learn about events that occurred under a previous ownership when CARFAX cannot supply additional information, the new owner may consider contacting their insurance company for a comprehensive history of all claims, have the vehicle inspected by a qualified mechanic to learn more about prior damages and related repairs, the DMV, or even the previous owner (if known) to attempt to learn more information about events that occurred prior to his/her ownership.

  Customer Answer

  Date: 11/07/2023

  [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 dissatisfied with this response, again. My primary concern is how customers can be informed of the most recent information when they purchase a used car. I placed my trust in Carfax and never even considered that the car had been involved in an accident because there was no accident report available at the time of my purchase. I acquired the car in October 2022, but the accident occurred in July 2021, resulting in a delay of at least 15 months. I paid the same amount as a car with no accident, but will lose at least $2000 more dollar when I want to do the trade in. Feel painful for your reponse. 
  
  Sincerely,
  *****************;