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 has 3 locations, listed below.

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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:08/20/2022

  Type:Sales and Advertising 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 my 2000 Porsche was in an accident. It want. I had a deal to sell my car to a dealer and they withdrew saying they never buy a car if Carfax reports an accident. ****** also dropped the price by many thousands of dollars.I contacted Carfax on May 4th and challenged it. Since then I get a weekly automated response saying theyre checking it and nothing else. Theyve cost me a lot of money and I would like them to either produce a damage report or remove the entry. So far nothing and no human contact.

  Business Response

  Date: 11/14/2022

  From: ***** ******* <*****************************************************************>
  Date: Mon, Nov 14, 2022 at 11:00 AM
  Subject: Complaint #********.
  To: Better Business Bureau <*************************************************************>
  Cc: ************************************ <************************************>
  
  
  Good morning,
  
   
  
  CARFAX wishes to provide an update for this complaint. CARFAX received a request to research an accident that was reported for the vehicle in question. CARFAX contacted the agency that reported to the accident and requested a copy of the police report. Some agencies have considerable processing times for such requests, and CARFAX is still awaiting a copy of the report. This investigation is ongoing until the report is provided. The customer may consider contacting the ******** police directly to request a copy of the report and provide it to CARFAX if the customer desires. However, ********************** will continue to attempt to secure a copy of the report in an effort to bring the customers request to resolution.
  
   
  
  Best regards,
  
  CARFAX, ****

  Customer Answer

  Date: 11/14/2022

  [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: 17745867
  
  I am rejecting this response because:

   

  It has been seven months since I questioned their database.  Carfax is not doing me a favor, they are investigating incorrect information which has cost me money.  The police report number they give me is incorrect thus it's impossible for me to get a copy of a nonexistent report.  They don't have a phone number for me to call, and their communication consists of a weekly automated email message saying they're "waiting" for a report.  It's also my understanding they normally provide details of accidents such as the location of the damage and severity.  In my case there's nothing.  Just that there was an accident with absolutely no amplifying details.  There should be a date certain where they remove questionable detail until they can prove that it happened instead of putting the onus on me.

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

  
  

• Initial Complaint

  Date:08/12/2022

  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 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,
  
  *************************