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:12/11/2024

  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 reporting my vehicle, which I have owned since new, has accident damage. It does not. I have filed a case with their online system, but have not received any substantive response.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to assist with this customer request. ********************** received a request to research an accident for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified that an accident had been reported for the vehicle in question by a police agency. CARFAX encouraged the customer to contact the police agency directly to request their assistance with correcting their records, as appropriate. The customer provided ********************** with a corrected police report which enabled CARFAX to update the CARFAX Report. The customer received complimentary access to the updated Report once the research was complete.

• Initial Complaint

  Date:12/09/2024

  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 paid for a carfax,I never received the report and they refuse to pull a new report so I can actually view it.

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a help request from the customer in which the customer stated they purchased a ********************** Report but could not view it. To address the request, CARFAX's support team explained that access to a CARFAX Report expires 60 days after the Report is run. Once the access is expired, a customer would need to purchase another Report to view the most up-to-date product. There is currently a hold on the customer's purchase through their payment processor. If the customer would like a refund, they may ask the payment processor to remove the hold and then contact CARFAX's support team to request a refund. Alternatively, CARFAX added 1 CARFAX voucher to the customer's account, free of charge, so they may run a CARFAX Report when needed in the future. The voucher will expire 2/20/2026.

  Customer Answer

  Date: 02/26/2025

  [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: 22660533
  
  I am rejecting this response because:
  
  They have not refunded my purchase. Nor did they add 1 fee search to my profile. They lied again.
  Regards,
  
  Teagan *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/19/2025

  In response to the customer's rejection, we ask that the customer go to ************************** and log in with the email address *****************************. The voucher is in the account, as indicated in our previous communication. Further, we did not issue a refund as the purchase is blocked by the payment processor (******). The customer may contact the processor to request their assistance with removing any holds/disputes. 

  Customer Answer

  Date: 04/09/2025

  [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: 22660533
  
  I am rejecting this response because:
  
  They haven't sent funds back. ****** has 0 clue what carfax is saying. They can issue me a check at this point.
  Regards,
  
  Teagan *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/06/2024

  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.

  On a CARFAX Vehicle History report they have my Corvette on 11-29-2023 somehow being involved in somesort of damage in a so called bogus damage report. I contacted Carfax and wanted to find out WHO FILED AND REPORTED THIS REPORt? I told CARFAX that I've had State Farm Insurance since I've owned the car and has a clean record. I asked where did this accident happen? What body shop made any repairs? What insurance company paid this claim? What city and state did this supposedly happen? *****(Resolution Manager) for CARFAX wrote me and said because of some sort of privacy act he can't answer any of my questions.. ***** also wanted me to submit documentation which doesn"t exist since my Corvette was never damaged,scratched,with no paint touch *** or any body parts added on11-29-2023. This car is totally original.. Someone most have transposed a wrong Vin# because my Corvette is perfect. They need to get this off my report because they have the wrong silver convertible Corvette. All ***** the Resolution Manger has to do is contact the people who made this mistake and double check the Vin#,year of car,mileage ,coupe or convertible and paint color at the time when this report was submitted.. CARFAX and ***** the Resolution Manager need to either tell us who made this mistake because all of us need to know or remove this DAMAGE REPORT from the CARFAX report.This is terrible and CARFAX needs to fix this I am getting nowhere and no help whatsoever from ***** the Resolution Manager. I hope the BBB can get someone at CARFAX who cares to fix this travesty. Thank You

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a damage record for the vehicle in question. To address the request, CARFAX's research researched the vehicle's history and verified that a record of minor damage was reported for the vehicle in question as occurring on, or around 11/29/2023. Because the information was verified with the data provider, CARFAX is unable to remove the record at this time. CARFAX's research team also explained to the customer 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. CARFAX encourages the customer to consider any change to the ******************** that may have occurred or considered, even a change the customer may not consider damage, and to provide any related documentation to CARFAX for further research.

  Customer Answer

  Date: 03/07/2025

  [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: 22651866
  
  I am rejecting this response because:

  Carfax has not given me any information about where or who reported this so called damage to my car, however it shows it was reported to you on 11-29-2023. However it dose not show who reported it. You refuse to remove this from the Carfax because I am not aware of any repair done on 11-29-2023. I cannot fight this because you refuse to tell me where or who told you this because of this ridiculous privacy policy you keep using to block me. I see you are pigheaded about removing this unjust ***** **** from the Carfax report or giving me a chance to fight the people who gave you this bad information which leaves me no other choice then to contact the ATTORNEY GENERAL and have them deal with Carfax. I am getting nowhere with you people to help me correct this. I am going to fill out a complaint with the ATTORNEY GENERAL and maybe they and help me with either getting you to remove the damage reported on 11-29-2023 or giving me your source of the name of the people who reported this to Carfax so I can get the truth about my car.
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/19/2025

  In response to the customer's rejection, ********************** would like to offer that the CARFAX Report is inclusive of the information that can be provided for the event in question. The data provider has not authorized CARFAX to provide the name of their organization to the public.

  Customer Answer

  Date: 04/10/2025

  [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: 22651866
  
  I am rejecting this response because, If we were in court it would be reasonable to believe Car Fax would need to show proof of who made the report regarding the supposed damage to my car.  I feel that an error has occurred in the recording of information to Car Fax.  I absolutely have no idea how Car Fax believes this is in no way an error on their part.  All I am asking is for Car Fax to give me the information they received from whomever regarding damage to my car.  I always thought you have a right to face your accuser, but that is difficult since they are being shielded by Car Fax.  I just want to see the report they were given, give me the ****** I want to see the paper trail.

  I have summitted a complaint to the State of Virginia, Attorney General, requesting proof from Car Fax as to where the damage report came from.

  Is it really to much to ask for Car Fax to verify the information they received, because this is effecting the resale value of my car.
  
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/06/2024

  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.

  My brand new vehicle has damage on the carfax which is incorrect. It is hurting the resale on my brand new vehicle and I am not able to get any sort of help. Nobody will provide me who says the vehicle was damaged by or are willing to correct the mistake.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a record of damage for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history, along with documentation provided by the customer. With the documentation provided, CARFAX was able to research and find justification to update the CARFAX Report. The customer received complimentary access to the updated CARFAX Report once the research process was complete.

  Customer Answer

  Date: 02/26/2025

  [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:12/06/2024

  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 am shopping for a new vehicle and when the dealer pulled the car fax report on my vehicle it shows "damage" on 06/14/2023. I was not aware of this report until I recently went shopping. If I knew this was reported, I would have contacted them ****. I contacted Carfax and asked them to investigate and remove this error. They stated they cannot and I have to show documentation. Since there was no damage or repair I have no documentation. Also they will not tell me who reported the "damage". This affects the resell of my vehicle and I don't understand how a third part can withhold information they report on my vehicle. I am very displeased with Carfax and their business.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to assist with this customer request. ********************** received a request to research a damage record for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified the information reported to CARFAX. To better understand the condition of the vehicle, CARFAX asked the customer to provide any supporting documentation that would enable the research team to conduct further research. The customer was able to provide documentation for further review. After conducting additional research with the provided documentation, CARFAX was able to update the CARFAX Report. The customer received complimentary access to the updated Report.

  Customer Answer

  Date: 02/26/2025

  [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.  However, this process was made difficult and they had poor customer **********************.  They will not tell you who is reporting the information on your property that they are reporting.  They should not have this level of control over your property.  
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:12/04/2024

  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.

  Dear BBB,I am writing to seek your assistance in resolving errors on my CARFAX Vehicle History Report for my 2021 ****** HIGHLANDER XSE, with VIN *****************. Specifically, the report inaccurately lists an accident that occurred on July 29, 2023 (07/29/2023) the same day I bought the car, as an accident that occurred with the first owner of the car on 08/25/2023. This accident happened in ******* on my way back from ******** ****** of ****************, ******** and not with the 1st owner. The CARFAX reference number for this report is #********. Additionally, the report erroneously includes an accident on 05/10/2024. There was never any damage or repairs to the car, nothing major and nothing minor; it is definitely an error or a misattribution to my vehicle. The only accident I had around this period was a rear-ending on 05/24/2024, and is correctly captured on Carfax. The Carfax reference number for this report is #********.Despite providing irrefutable documentation from my repair shop and insurance provider etc. to CARFAX and requesting for the details of the business that supposedly turned in the damage so that I can resolve this issue, Carfax has refused to provide me the details and these inaccuracies yet remain unresolved. I am hopeful that your team can help facilitate a resolution and ensure the report reflects accurate information. This adjustment is important not only for my own records but also for any future transactions or assessments involving my 2021 Highlander XSE.Thank you for your assistance. Please feel free to contact me at ****************** or *****-**************** if further information is required.Sincerely,*****.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a damage record for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified the information reported to CARFAX. So that we could better understand the condition of the vehicle and the damage event, CARFAX asked the customer to provide any supporting documentation. The customer was able to provide documentation which enabled CARFAX to conduct additional research. Through our research, we found justification to update the CARFAX Report. The customer received complimentary access to the updated Report at the conclusion of the research process.

  Customer Answer

  Date: 03/21/2025

  [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:12/04/2024

  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 purchased a Carfax report for my vehicle and was shocked to see it falsely listed as "totaled." My car has never been in an accident, flood, fire, or any other situation that would justify this label. This incorrect information is preventing me from obtaining necessary repairs through my manufacturers warranty, leaving me without transportation and unable to get to work.I submitted a correction request (#********) through Carfaxs website some time ago, including proof that this information is wrong, but I have yet to receive a response or see the issue corrected. My insurance company has also confirmed that the "totaled" designation is a mistake and has updated LexisNexis to reflect the accurate information. Despite this, Carfax has not taken any action to resolve the error.This mistake is costing me thousands of dollars, and the lack of accountability is unacceptable.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to assist with this customer concern. ********************** 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 by an insurance agency. To remove the Total Loss, CARFAX would need a letter of correction from the insurance agency that issued the ********** stating the loss was declared in error. Please note, in some cases, the insurance agency that declared a Loss may not be the agency that insured the vehicle at the time. This can happen for different reasons, such as when another party is involved in a collision. 

• Initial Complaint

  Date:12/03/2024

  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 put an incident on a Carfax report that is decreasing the trade in value of my vehicle. I have used their system tin order to try to resolve this situation, however they have told me The damage was reported to CARFAX by a confidential third party damage source. I purchased the vehicle within 1 month prior to the so called reported damage and I had not been in an accident or had any incident that would have been reported. I did have a service done at ************ **** but I have discussed this with the dealership and they have assured me they didnt report anything to Carfax. I have asked for Carfax to tell me who reported the incident and what was reported but they have refused to give me any information, yet still they are adversely affecting the trade in value of my car. If there is anything you can do to assist me, I would greatly appreciate it.Thank you,******* *********

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a damage record for the vehicle in question. To address the request, CARFAX's research researched the vehicle's history and verified that a record of damage was reported for the vehicle in question as occurring on, or around 01/20/2023. Because the information was verified with the data provider, CARFAX is unable to remove the record at this time. CARFAX's research team also explained to the customer 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. In our communications with the customer, the customer indicated that they had work done to the vehicle around that timeframe. CARFAX encourages the customer to provide any related documentation from that work to CARFAX for further research.

  Customer Answer

  Date: 03/13/2025

  [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: 22635341
  
  I am rejecting this response because: I have asked Carfax to provide me the information as to who reported this fake information to them, several times, and they have not provided that information to me.  I have also informed them that on the date in question, my vehicle was parked in a garage at my work location.  This is nothing more than false information that they have put on my vehicle and they have provided NO information as to how to remove it, unless I provide them documentation that simply does not exist.  I can not provide them with the documentation they are asking for because nothing happened to the vehicle, yet this is the documentation they are saying will take care of the situation.  How does someone provide documentation for something that did not happen?  Especially when they wont tell me who reported the issue?

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

  
  

• Initial Complaint

  Date:12/03/2024

  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.

  Carfax reported information about my truck that is false costing my value of truck by $8000.00 they reported that my truck has damage on all sides of truck. There is no damage and never was and have never been to a body shop of any kind. I asked them to change it they originally said no til I went further then asked if I can send them paperwork from the body shop and since it's never been obviously can't do that. A d know are ignoring me from trying to resolve this peacefully.

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to assist with this customer inquiry. ********************** received a request to research a damage record for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and verified that a record of damage was reported for the vehicle in question. The damage was reported as occurring on, or around 02/16/2023. The damage was described as "minor" in severity and involved the right side and left side. Generally, minor damage is usually cosmetic, including dents or scratches to the body. CARFAX's research team explained to the customer that because the information reported to CARFAX was verified, the customer could provide any documentation that may aid in the additional research of the vehicle's history. As of today's date, no documentation has been received but we will be happy to re-open the case when additional information is received.

  Customer Answer

  Date: 02/13/2025

  [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: 22631935
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/02/2024

  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.

  On 10/20 I reviewed my Carfax report as i was attempting to sell my vehicle to a dealership only to notice that there were 2 incorrectly reported and documented incidents associated with my VIN. I submitted a dispute with CarFax on 10/30 case number ******** and it was noted that the claim will be reviewed in 7-10 workdays. Carfax has not yet reviewed the claim and has sent me ****************************************************************************************** be contacted by a "resolution manager" as per the email. I need this to be resolved as it is delaying me selling my vehicle and I am being penalized by all appraisals due to CarFax's inconsistent reporting.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to assist with this customer concern. ********************** addresses all customer requests for assistance in the order in which they are submitted to be fair to all of our customers, and we strive to respond to customer requests as quickly as our workload permits. In this case, CARFAX received a request for research from the customer. To address the request, **********************'s research team researched the vehicle's history and found justification to update the Report. The customer received complimentary access to the updated Report when the research was complete.