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:09/06/2023

  Type:Product 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.

  Received a Carfax report on our vehicle from our insurance company. We have a vehicle that a valuation was performed for settling a total loss on our vehicle, as a result of hail damage. The report was run by the insurance adjuster 9/6/23 @ 6:46am. CDT. On the Carfax report it is publishing that our vehicle was reported to have (Damage)(Very minor damage) to the rear of the vehicle with a date of reported damage being 5/26/23. The vehicle was never involved in any accident and our insurance company has no claim reported by us the policy holder or as result of a another party claiming damage on their property as result of our vehicle damaging their property. The published listing of damage to our property that is not accurate and false has a negative impact on the value of our vehicle. It is exceedingly difficult to make contact with Cafax. We are reaching out to the BBB for assistance in getting contact made and for helping to have Carfax remove the false reporting against our property.

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's support team is easy to reach - all customers that submit a request via our help center receive a response from one of our experienced team members. Specific to this customer's request, CARFAX received a general help request related to damage on a CARFAX Report. If the customer would like to dispute the damage record, CARFAX's research team would be happy to look into that request for the customer. CARFAX's support team contacted the customer and provided them with the link to the form that is required to request research. Here is the link again for the customer's convenience:
  
  ***********************************************************************
  
  Once a research request form is submitted, CARFAX's research team will be able to research the history and assist the customer further.

• Initial Complaint

  Date:09/06/2023

  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.

  Hello, I attached a copy of police incident. Truck in question was parked on private property. It was a hit and run. Here is a reply from carfax when i sent the police incident report. (To: *************************** <********************>Hello *******,Thank you for contacting CARFAX!I have initiated your request under case#********.We will be happy to review the damage record, as I understand you are saying that the vehicle was swiped on the passenger side of the truck bed only. In order to proceed with your request I will need you to send me a full copy of an itemized final repair bill from the time frame in question, we can use that to review this further. You can attach the documentation to this e-mail or fax it to my attention along with the reference number to **************.Please let me know if you have any questions, have a great day.**** Resolution Manager CARFAX Inc)If you read the reply **** is requesting final repair bill? If they are requesting final bill what did they base there report on? This is about a 8000  thousand hit on vaule. I wasent even aware of a car fax until 8/19/23 truck is a 2013. The way there report reads is not correct and dont know how it can be accurate if they are requesting reports. I also replied asking for supporting documents on what was used to justify a terrible carfax report. This was a parking lot incident not a accident all cosmetic damage. No police report private property. This truck was driven away and drove it till appointment was made and truck never had major damage all cosmetic. They havent replied back from when i sent police report incident asking for what did they base this report on if they are requesting final repair bill from 3/2014! I want to know what report was based off of? I am thinking about filling a small claims if they cannot produce what there report is based off of. Thanks.

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request to research an accident reported for the vehicle in question. To address the customer's request, CARFAX's research team researched the vehicle's history and confirmed that the vehicle was reported as being involved in a damage event. Because the CARFAX Report is inclusive of the information reported to CARFAX, the CARFAX Report serves as the proof, or documentation, of the information as reported to CARFAX. Here is the damage record as reported to CARFAX:

  3/10/2014 Damage Report, Damage reported: minor to moderate damage

  - Damage to rear

  - Damage to left side

  - Damage to right rear

  - Damage to right side

  Because the customer acknowledges that the event occurred, CARFAX asked the customer to provide a copy of the final repair bill for the damages sustained and repaired in order to determine if any changes to the CARFAX Report could be made. Upon receipt of the final repair bill, CARFAX would be happy to resume research of the damage event to determine if any updates to the Report may be made.
  

  Customer Answer

  Date: 09/29/2023

  [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 is basing their report off an estimate provided by ********. There was no damage to drivers side. The pickup had the bed replaced! What they have written up is damage is actually painting back of cab to color match new pickup bed. Had to replace as no parts available on a new truck. What catfax has written up as damage is not damage but paint! This is why report is wrong it is based off an estimate that is why carfax wants my final repair bill! Dont know were carfax is researching as rhe Texas DMV has no incident report a CLEAN title! MY insurance progressive aslo checked no report. So like i said false report based off an estimate not the **** Collison centet final bill of repairs which carfax does not have! Damage reporting cannot be based of an estimate as it is basically misrepresentation of vechicle based off a estimate. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 10/10/2023

  CARFAX will be happy to resume research of the damage upon receipt of the final repair bill for this damage event.

• Initial Complaint

  Date:09/01/2023

  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 paid for a CarFax report for a vehicle I am selling. The report has incorrect information which led to me being denied the ability to sell my car on a very popular auction website. The report incorrectly states that I recently had my car inspection for an oil/transmission leak, which is not the case. The auction website felt I was being deceptive because I did not report the information that they saw on the CarFax history report. I submitted a request one week ago on CarFax's website. I have received a reply acknowledging receipt of my dispute but they still have not corrected the report. I provided them the work order/invoice from the Air Conditioning shop that last serviced my car and it shows there was no oil/transmission leak inspected or repaired. I cannot sell the car with this incorrect information on my report. CarFax has no phone number in which a paying customer can call and speak to someone. I just want me report fixed ASAP.

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's research team strives to research and respond to customer requests as quickly as our workload permits. We do appreciate the customer's patience during the research process.

  CARFAX's research team received a request to research a service entry that was reported to CARFAX. In this request, the customer was able to provide documentation describing the services that were performed. This documentation enabled CARFAX to update the CARFAX Report. CARFAX provided complimentary access to the updated Report to the customer. For your reference, here is access to the updated Report, which will be available for 60-days from today's date:

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

  Customer Answer

  Date: 09/29/2023

  [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:08/30/2023

  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've paid for the same carfax report twice but they are not on my account nor have I received the report via email. I needed the report to assist in a vehicle purchase and now have no way to very the vehicles history.

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to assist with this customer concern. When CARFAX Reports are purchased, customers must sign in to their accounts, go to the "CARFAX Reports" section, and on that page they should be able to enter the VIN and run the Report. CARFAX Reports are not emailed to a customer. Customers that require assistance with accessing and running a CARFAX Report are welcome to contact our support team via our support page, at support.carfax.com. Unfortunately, we did not receive a request for assistance associated with the contact information supplied to the Better Business Bureau. However, CARFAX's support team was able to locate and refund both purchases for the customer. The customer will receive $44.99 and $44.99 in refunds for the 2 purchases. It may take the customer's bank/credit card vendor 3-5 business days to receive and process the refund before posting to the customer's account.

• Initial Complaint

  Date:08/30/2023

  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.

  Carfax shows accident on my vehicle that did not occur. I went to trade in the vehicle and the salesperson pulled up carfax and showed the report of damage to right and the front fender. I have tried to resolve with carfax but they say they are correct and I'm wrong and closed the case.

  Business Response

  Date: 09/18/2023

  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 researched the vehicle's history and verified that a record of damage was reported for the vehicle in question. The damage event was reported as occurring on, or around 5/3/2023. The damage was reported as involving the front and right front of the vehicle. Please note that damage does not always result from an accident. It can be a result of many different types of events that results in scratches, dents, cracks, rust etc. Examples include contact with objects (other cars, trees, traffic signs, road debris, etc), vandalism, reconditioning work or weather-related events. To better understand the damage event, CARFAX recommended that the customer contact their automotive insurance agency for a history of claims, review repair documents, even repairs the customer may not consider damage, and contact service facilities they may frequent to ask for any records from the time in question. Should the customer have any documentation such as an estimate or final repair bill for the event in question, CARFAX would be happy to resume research to determine if any changes to the CARFAX Report may be performed.

  Customer Answer

  Date: 09/19/2023

  [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:  There was never any damage or repairs to the car.  Nothing major and nothing minor!!  The only repair EVER to the car was a flat tire that was repaired by ******* ***** on 5/25 of the referenced year.  I would like the name of the business that supposedly turned in the damage, so that I can resolve this issue.  I checked with ******* ***** to see if they had turned any repair of damages and they had not.  And I have not been to any other shops!  It is ridiculous that this won't be corrected. I can assume whichever repair business that turned in the damage has mistakenly entered the VIN incorrectly!
  
  Regards,
  
  **********************
  

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to this customer's remaining concerns. At this time, CARFAX is requesting that the customer provide a letter of experience from the automobile insurance provider that insured the vehicle in May 2023. The letter should be on the insurance company's letterhead and include the VIN for the vehicle in question. Upon receipt of this documentation, CARFAX's research team will be happy to resume research on the vehicle's history. With regards to the customer's request for information about the data provider, organizations that elect to report vehicle history records to CARFAX determine whether they will authorize CARFAX to identify them on CARFAX Reports. If the name of the organization is not listed on the CARFAX Report, CARFAX cannot provide the name. In this case, CARFAX will not provide the name. Please be assured, however, that the information is provided by reputable organizations connected to the automotive industry. Typical organizations may include state and local agencies, repair facilities, and insurance companies. CARFAX does not receive vehicle history report records from the general public or via anonymous tips.

  Customer Answer

  Date: 09/28/2023

  Carfax has investigated and found that my car did not have the damage that had been erroneously reported and have removed it from their Carfax report.

  Customer Answer

  Date: 09/29/2023

  Date Sent: 9/28/2023 3:59:39 PM
  Carfax has investigated and found that my car did not have the damage that had been erroneously reported and have removed it from their Carfax report.

• Initial Complaint

  Date:08/26/2023

  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 is reporting a false information on their website about my 2017 ***** ** *** Vin *****************. I have tried multiple times to contact Carfax but this company has refused to respond. Carfax is the only website that is reporting this false information. ****** which is managed through ************** of ******* isn't reporting this information.

  Business Response

  Date: 09/18/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX's research team strives to research and respond to customer requests as quickly as our workload permits. CARFAX received a request to research a Total Loss on Sunday, 8/27, while our office was closed. The customer's request was addressed in the order in which it was received, and the customer received final results of the research on 8/30. To address the customer's research request, CARFAX's research team researched the vehicle's history and found justification to update the CARFAX Report. The customer received complimentary access to the updated CARFAX Report by email.

• Initial Complaint

  Date:08/25/2023

  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 is showing that I have a current extended warranty with ****** ****. This account was set up for a 30 day trial only in December of 2020 and cancelled in January 2021. I have a current warranty with Endurance I have been paying for since January 2021. They wont pay for current repairs since carfax never removed ****** **** from my carfax report. I have sent multiple emails and attempted to call them with no response.

  Business Response

  Date: 08/30/2023

  Thank you for the opportunity to assist with this customer concern. Upon review, CARFAX has not received any communications or requests for assistance matching the information provided to the BBB. In an effort to offer our assistance to the customer, CARFAX's support team contacted the customer and provided them with instructions on how to submit a record correction request through our Help Center. Once the customer submits a request, the case will be assigned to a Resolution Manager who will research the vehicle's history and determine if any corrections to the Report are supported.

• Initial Complaint

  Date:08/24/2023

  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.

  After multiple attempts, Carfax has given no option to refuse collection of my data from dealers nor DMV. I never granted permission to receive emails, updates on vehicle or anything from this data furnisher. The information they constantly email is inaccurate. It is my right to choose services in which I am contacted. I wish for them to halt and delete any and all information gathered on myself and any vehicle related to me. They have not given me any explanation nor alternative route feasible to honor the exercising of my rights. I am hoping this route provides me that assistance before another venue is needed.

  Business Response

  Date: 08/30/2023

  Thank you for the opportunity to assist with this customer concern. Upon review, CARFAX has not received any communications from the email address provided with this complaint. We are sorry to hear that the customer experienced difficulties reaching our support team; however, we find no record of their contact efforts. Customers that require assistance may reach CARFAX's support team via our Help Center, at support.carfax.com.
  
  Customers that do not wish to receive emails from CARFAX may click "Unsubscribe" from any email that they received from CARFAX. Alternatively, a customer may sign in to his/her account and manage notification settings under the account profile. Finally, customers may also contact CARFAX via our Help Center should they need further assistance with unsubscribing. For this customer's convenience, the email address associated with this complaint has been unsubscribed.

  Customer Answer

  Date: 08/31/2023

  Complaint: ********
  
  I am rejecting this response because:

  Chat support does not require an email and no relevant information nor a resolution had come from a chat session even though it is uncertain if I even reached a  support agent or just ChatGPT. Regardless of which agent, the same responses, every time with no path to escalation for an attempted explanation or resolution.
  Just as the chat agents ignored the more fundamental context of my concern, the representative responding to this overlooks it too.  
  
  I am exercising my right to privacy and do not wish for them to collect information about me or my vehicles , i.e. delete my information and keep only the necessary to deny further collection from any source.  
  Since the response did prompt an additional and basic concern, I unsubscribe and unsubscribe, but I don't own 2 of the 3 cars (titles all changed and DMV processes completed). Its unjust to not only unsuccessfully reach a reasonable solution with documented evidence but to then try and defer my concern  has me perplexed and apprehensive  your organization has the competency to manage sensitive information advertised to the public for reliability which their website discloses that accuracy cannot be guaranteed. 
  I appreciate you scheduling time to further resolve my concerns which have been listed. Please assist me in deleting and preventing collection of my data in the future (just as other data companies must also respect, once requested by the consumer, in California per state legislation. 
  
  Prevent emails to cars no longer registered to me and the prevention of future email notifications.
  
  Your attentiveness is much obliged pertaining this matter.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/21/2023

  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.

  On 08/04/23 I bought a 3 Carfax Vehicle Report. I used one that day to look up a **** Flex. The next day I could not log in to Carfax stating it didn't recognize my email address, although I received multiple confirmations from them. 08/08/23-I contacted Carfax's Consumer Affairs about the issue and sent a copy of the receipt and plan from their website. I weekly get an email from them (probably 4) weekly stating that it's still being researched. I needed this to check out cars before I bought one and I was unable to use their services except once. This was a cut and dry situation with the documents I sent them, and they have stalled for 3 weeks now. I no longer need the additional 2 and want my money back. My case # with Carfax is: #********. Thank you, *****

  Customer Answer

  Date: 08/25/2023

  It has been resolved as of 08/24/23 thank you, **********;

  Business Response

  Date: 08/30/2023

  Customer indicates via BBB the issue has been resolved. 

• Initial Complaint

  Date:08/16/2023

  Type:Product 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 bought the three report package. I was able to view the one report I created while the web page was open. I can log into my account on carfax but I can’t access my existing report or create a new report that I already paid for. It just kicks me back to the asking for more money page. I’m not the only person with this complaint and they seem reluctant to fix it. Every other website in the world can manage logins - I don’t believe the IT departments at carfax is incompetent. It’s hard not to feel like is an intentional ploy.

  Business Response

  Date: 08/30/2023

  Thank you for the opportunity to assist with this customer concern. CARFAX received a request for assistance with logging into the account and running a CARFAX Report. To address the request, CARFAX's support team sent the customer general instructions on how to access Reports to run. In this email, CARFAX also asked the customer for additional information so that we could attempt to locate the customer's account and run the Report for them. However, CARFAX has not yet received a reply from the customer. 
  
  Generally speaking, after a purchase is made, a customer must create a password for their account. Once the password is created, the customer may sign in to the account and click "My Reports" to access and run their Reports. If the customer left the screen and did not create a password, the customer may go to CARFAX.com, click on the Sign In link in the top right section of the screen, and then click "Forgot Password," to initiate a password reset. After following the steps to reset a password, the customer should be able to sign in to the account and run their Reports.