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
- 461 total complaints in the last 3 years.
- 180 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:11/08/2022
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.
[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: 18374823
I am rejecting this response because:CarFax was never used at the retail location. CarFax then tried to bully their way into the retail location by trying to increase our rate by 5x what was agreed upon, and refused to allow a simple cancellation when the rate was increased. Bad business practice.
Regards,
****** ********Business Response
Date: 04/06/2023
From: ***** ******* <*****************************************************************>
Date: Thu, Apr 6, 2023 at 9:28 AM
Subject: Complaint #********.
To: Better Business Bureau <*************************************************************>, ************************************ <************************************>
Good morning,
Thank you for the opportunity to address this customer concern. Dealerships that wish to utilize CARFAX services are required to identify whether they are an independent organization or a wholesaler or organization with affiliated partner locations as well as the potential volume of CARFAX Reports that will be. Pricing for CARFAX services is dependent upon the accuracy of these details and customers are subject to audit to ensure these details remain relevant for the time that they utilize the services. At the time the customer signed up for ***********************, the customer identified one independent location with a small inventory, roughly around 30 vehicles. Through audits, it was identified that the customer is a wholesaler with an additional location with an inventory of roughly 350 cars. The number of CARFAX Reports utilized were not representative of a small lot and as a result, CARFAX executed an addendum for the account due to the use of services at an additional, larger, location. The customers account is with collections and no adjustment will be made to the account.
Best regards,
CARFAX, Inc.
Business Response
Date: 09/13/2023
Due to litigation, we are unable to provide additional comment on this dispute.Initial Complaint
Date:11/08/2022
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.
[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,
***********************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.Initial Complaint
Date:11/03/2022
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.
[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,
***********************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.Initial Complaint
Date:10/30/2022
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.
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.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.
[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,
*****************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 AffairsInitial 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.
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