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:11/29/2024

  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 listed a false damage report on its Vehicle History Report for our 2012 ***** Odyssey which has lowered our vehicle's resale/trade-in value, and Carfax is unwilling to fix the error. Our case # for this dispute with Carfax is listed below in the "account number" field. We have exchanged emails with Carfax asking them to remove the reported damage for 4/30/2018, but they responded that they won't take action unless we provide them with evidence that their report is incorrect--such as a estimate or repair record. It is impossible for us to provide service records---or similar evidence---describing damage that did not happen. On the other hand, Carfax is unwilling to provide any credible evidence to us that the purported damage took place.Carfax will not share any information about the location, time, and specifics of the purported damage, nor will they share information on the reporting party, saying the reporting party requested anonymity. It's unethical for Carfax to lower our vehicle value by allowing someone--such as a disgruntled neighbor--to collect our VIN from our car and make a falsified report that hurts our car value. Carfax only revealed that the purported damage was "non-collision damage" such as damage from trees, traffic signs, and road debris. it makes no sense for someone to observe this kind of non-collision damage to a car and report it to Carfax with ************ is unethical for Carfax to maintain that their report is accurate while they fail to provide credible evidence, thus placing the burden of evidence on us to prove damage never happened.

  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 01/05/2017 and 04/30/2018. 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 was considered, even a change the customer may not consider damage, and to provide any related documentation to CARFAX for further research.

  Customer Answer

  Date: 03/20/2025

  [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: 22619818
  
  I am rejecting this response because it is illogical for a damage report to appear on the Carfax report for our vehicle without our involvement and knowledge, making this appear illegitimate--done by mistake (likely a VIN typo) or contempt (disgruntled neighbor).  We asked for geographical location and specific details of the purported damage to investigate the report's veracity, but Carfax still refuses to provide anything beyond a purported date of non-collision damage.  Carfax is refusing to provide specific details that would validate their claim as more than a VIN typo.  We are not asking for personally identifiable info of the anonymous reporting party.  We have contacted our car insurance company and the ***, and both entities report no records of any accidents or damage involving our vehicle. We cannot provide further evidence of something that does not exist, which Carfax is requesting.  It is not acceptable for Carfax to make claims that reduce the value of our vehicle without providing evidence to support their records that appear to be the result of a VIN typo or neighbor contempt.  Carfax needs to shoulder the burden of proof for seemingly illegitimate reports.

  
  
  Regards,
  
  ***** ***
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/21/2024

  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 a false report on my vehicle stating the airbags were deployed. I own a 2022 Mercedes cla250 and Im trying to sell it. The car is valued at $34,000 and I cant even get someone to make an offer on the thing. The only offer was from ********** for $21,000. I have contacted the police station and there was never an airbag deployed. Ive also contacted the collision center AND the insurance company and they have the same conclusion, there was never an airbag deployed. The incident report was on 6/26/2023. I have contacted Carfax 10+ times with not a single response. I just lost everything in the hurricanes and I cant even buy food and if I could get the false report off of my Carfax I could sell the car instantly. They dont have a way to contact an actual human being and alll of the emails have been automated replies. Ive attached all of the necessary documents and Ive done every single thing possible. I also put a deposit down on another car and Im about to lose the deposit on that if I cant get this thing fixed. Please help me out, I have no other options.

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to respond to this customer concern. ********************** addresses all customer inquiries in the order in which they are submitted and as quickly as our workload permits. Because we feel it is important to keep customers informed during the research process, which can sometimes take a while depending on the nature of the research, CARFAX sends emails periodically to customers with an update on their case. Specific to this case, CARFAX received a request to research a an airbag deployment for the vehicle in question. To address the request, CARFAX researched the vehicle's history and verified the information that was reported to CARFAX. Our research team explained to the customer that documentation would be needed to amend the Report. The customer was able to provide the documentation, and through our additional research with the documentation, we were able to update the CARFAX Report. The customer received complimentary access to the amended report, and we thank the customer for their patience and cooperation during the research process.
  

• Initial Complaint

  Date:11/21/2024

  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 acknowledged my request of determining when they received notice & posted the roll over damage done to my car (04/04/2018). They sent follow up still working on my matter but then wouldn't respond anymore. CarFax's lack of communication caused me to be left with a vehicle estimated as salvage value only and unable to sell. This car was sold to be as *** from a dealer. Carfax shows damage on 04/04/2018, however I bought the car in January 2020 at full price. This has caused me severe loss of money as CarFax would neither respond anymore or confirm if the information listed on their report was in fact true. A car cannot be sold as a CPO in CA if it has sustained major damage as shown on the CarFax report. Who reported the damage the dealer or owner leasing it? When was it reported. If it was an error, I would have recouped thousands of dollars more but instead had to settle for salvage amount only. As no one could determine the integrity of the car without further info from CarFax. If the listed rollover was in error, CarFax needed to admit it so I could sell the vehicle. And if the veh. did sustain the rollover damages, when was it reported and posted by CarFax? If latter true, I was deceived into buying a veh. listed as a ***. As a single, female senior, I would never had purchased it. CarFax needs to reply to questions on their reports as it caused me severe financial damages. Why start to answer me and then never follow up further? Is CarFax hiding something or being truthful at all?

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to assist with this customer request. ********************** received a request from the customer who indicated she needed assistance running her CARFAX Report. To address the request, CARFAX's support team send her a 60-day direct link to the CARFAX Report. To address the other concern, regarding when a damage record was provided to CARFAX, we would like to share that CARFAX receives millions of records every day from more than ******* data providers. A report is a dynamic product, which means it updates anytime new or updated information is provided to CARFAX for a vehicle. To make sure customers are aware of this important information, every CARFAX Report includes a disclaimer in the top section of the page that explains the Report contains only the information reported to CARFAX as of the date and time the Report is run and that other problems and history for the vehicle may exist but have not yet been reported. CARFAX always recommends that the CARFAX Report be used as just one important tool when making a decision about whether to purchase a used vehicle. Because the CARFAX Report is inclusive of the information that can be provided for the damage event, there is no new or additional information CARFAX can provide to the customer. They are encouraged to have the ******************** inspected by a trusted and qualified mechanic to see if they may be able to shed more light on the damage.

  Customer Answer

  Date: 03/18/2025

  I purchased this car as a Certified Pre-owned car from the *** Dealer as a lease return. The definition of *** does not include major damages, let alone a roll over with major damages to every side & the roof. I trusted the dealer was following the laws/definitions as they were the Car dealership of the car I bought at 3 yrs. old. They are certifying these facts of the car & being in the business of selling cars, they are held to a higher standard. I paid top dollar for this car (theyre asking price) thinking as a single, senior woman, I was buying a certified car they advertised. Not a car that I couldnt sale because of the extent of its damages. This *** Dealership, I have since found out, has a HORRIBLE track record for unscrupulous acts of business. Having access to court records, I provided the print out to them when I visited the Manager to discuss. He did nothing but continue to make me wait while he ate his dinner & then denied any wrongdoing. PLEASE Check this dealerships records of court Filings, dba Coast ***, *** of ***************, ** & other DBAs. The public should receive protection from this type of dealership who is in violation of standard of car required of car businesses! They have VERY deep pockets & are inflicting harm/danger on the public  ***** ******

   

   

• Initial Complaint

  Date:11/21/2024

  Type:Delivery 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 ORDERED CARFAX REPORTS AND THEY ARE COMPLETELY WRONG AND DO NOT CORREPSOND TO THE *** NUMBERS ENTERED

  Business Response

  Date: 02/21/2025

  Thank you for the opportunity to assist with this customer's request. ********************** received a request for a refund for a CARFAX Report purchased 11/05/24, 4:43 PM. A refund in the amount of $47.69 was issued as a one-time courtesy.

• Initial Complaint

  Date:11/20/2024

  Type:Order 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 to resolve an error on my CARFAX report for over a week and have made no progress. The representative does not understand how a title works in the state of ************* and is refusing to resolve the error due to their lack of knowledge. They are claiming the title I currently have in hand in not valid due to my registration renewing more recently than the title was issued. MASS RMV has acknowledged that the error was made on their end previously but later corrected and CARFAX is not willing to make the necessary correction.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a ' Not Actual Mileage' title brand for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history along with the supporting documentation provided by the customer, and 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: 03/13/2025

  [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:11/17/2024

  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.

  The CarFax history for my vehicle - 2022 KIA ******* X-Line SX Prestige AWD shows an incorrect record on 09/11/24 as minor damage on left side. I reached out to CarFax multiple times regarding this but so far they haven't been helpful in providing a resolution. There is no damage to my vehicle and it hasn't been involved in any accident either. There was no repair work performed so I'm not sure how CarFax is reporting this. This inaccurate and misleading record from CarFax history indicates that there is something wrong with my vehicle which is making it undesirable to potential buyers. I haven't been able to sell my car due to this. The car is clean and there are no dents, cracks or rust. It's very unfair to show a misleading record on my car due to no fault of mine. I also tried trading in my vehicle at few dealerships and they straight away gave a very low value stating that CarFax history isn't clean. CarFax isn't willing to resolve this issue so requesting your help

  Business Response

  Date: 12/23/2024

  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 that minor damage was reported for this 2022 Kia ******* as occurring on, or around 09/11/2024. 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 condition of the vehicle at the time of the damage event, CARFAX requests that the customer consider any changes to the ******************** that were performed or considered at that time, even a change the customer would not consider damage, and provide any documentation such as an estimate or final repair bill. With this documentation, CARFAX will be happy to resume research for the damage event in dispute.

• Initial Complaint

  Date:11/16/2024

  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 2 cars on our report, rather than just our one vehicle. We have been trying to sell our car for months without success, despite lowering the prices by $2500. Finally someone told us the Carfax report showed 10 owners and multiple accidents, whereas our car has only had 3 owners and no accidents. We were forced to purchase a report and figured out the report has 2 vehicles on it; a white vehicle (not ours) with accidents and a sun roof issue and a blue vehicle (ours) which could not have a sunroof problem as it is a convertible. We contacted Carfax about the issue and received an email response saying our case was being researched, a Resolution Manager would get back to us. No one ever got back to us, but we did receive a request for good feedback about a week later.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research historical records for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and found justification to update the number of ownerships estimated for the vehicle. The customer received email updates throughout the research process, and the customer received complimentary access to the updated Report.

• Initial Complaint

  Date:11/15/2024

  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 reported to the police a parking lot incident whereas a lady backed into my unoccupied vehicle that was parked and left the scene without leaving me any info. Another patron gave me her license plate #. The damage resulted in a "ding", back in 2021 and her insurance company paid me $718.55 which included in that figure was the cost of a rental car. The police noted on their Report# G8K162D6F8BS, Case# ********** only the incident, they did not describe the amount of damage. When I recently went to trade in my vehicle which is in "creampuff" condition the dealer reduced the value by $10,000.00 because Carfax shows ["Structural Damage", "Carfax recommends vehicle be inspected by a specialist".] The dealer inspected my vehicle and agreed, they found no damage of any kind other than the ding. However they cannot do anything about it, you have to have the Carfax report changed. I have been in contact with Carfax and they are refusing to change it. I told them that my vehicle has never had any body repair of any kind and I would be willing to take my vehicle anywhere they would like to have it inspected because I chose not to fix the ding. Its still there. I tried taking pictures but the ding is so small that it does not show up on the photos. I had no work done so I have no receipts. They told me the only way to have this removed is to have the police report changed. I called the 3rd precinct and they told me there is nothing to change, they only report the incident not the damage. I said to Carfax, "where did you get your info that my vehicle sustained "Structural Damage", cause the police did not write it".I told them that Im a 73 year old retired veteran on SS and cannot afford to lose that amount of money over something that they had no right to do. What they write affects the value of a vehicle so it should/MUST be accurate. I just want them to remove that totally unfair description of my vehicle so that I can get the true value of my vehicle.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research an accident and damage record for the vehicle in question. To address the request, CARFAX researched the vehicle's history and verified that the vehicle was recorded on a police report as being involved in an accident. The accident involves the right side of the vehicle, occurring on 05/28/2021. No degree of damage is listed on the CARFAX Report because CARFAX has not received enough information about the accident to describe the severity. CARFAX's research team asked the customer to provide an amended copy of the police report which includes the officer's assessment of the damage (or a letter from the officer), and/or a copy of the estimate/final repair bill for the damages sustained. With this information CARFAX will be happy to attempt to add additional details to the damage event description.

  Customer Answer

  Date: 12/26/2024

  [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: 22562515
  
  I am rejecting this response because:
  
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/12/2024

  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 attempted to trade in a 2014 **** Edge VIN#2fmdk4kc4ebb53234. The dealership produced a carfax report indicating that the above vehicle was involved in a reportable accident. We purchased this vehicle new in 2014 and it has never been involved in an accident or filed an insurance claim. This was verified through my insurance agent that a claim has never been filed. I would respectfully request that Carfax remove the false claim that the above vehicle was involved in an accident.

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** 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 a record of damage, rather than an accident, was reported for the vehicle. CARFAX's research team explained to the customer that the 06/08/2017 record is a minor damage record not an accident record. Minor damage is usually cosmetic, including dents or scratches to the vehicle body. Damage can be a result of many different types of events. Damage could be related to scratches, dents, cracks, contact with objects, weather-related events, vandalism, or reconditioning. We would again ask the customer to consider any change to the vehicle's condition that they pursued and provide any related documentation.

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** 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 a record of damage, rather than an accident, was reported for the vehicle. CARFAX's research team explained to the customer that the 06/08/2017 record is a minor damage record not an accident record. Minor damage is usually cosmetic, including dents or scratches to the vehicle body. Damage can be a result of many different types of events. It is also possible that the "damage" may be related to cosmetic repairs. Unfortunately, our system does not decipher cosmetic enhancements from repairs. Damage could be related to scratches, dents, cracks, contact with objects, weather-related events, vandalism, or reconditioning. We would again ask the customer to consider any change to the vehicle's condition that they pursued and provide any related documentation.

• Initial Complaint

  Date:11/12/2024

  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 has reported my vehicle being in an accident and it never has been, they have my vehicle mistaken with someone else's. I askded them to proivde proof or documentation of any damage and they refuse to provide any details. Please backup your claims.

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** 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 a record of damage, rather than an accident, was reported for the vehicle. CARFAX's research team explained to the customer that the 07/09/2024 record is a damage record not an accident record. Damage could be related to scratches, dents, cracks, contact with objects, weather-related events, vandalism, or reconditioning. We would again ask the customer to consider any change to the vehicle's condition that they pursued and provide any related documentation. Because the CARFAX Report is inclusive of the information that can be shared about the damage event, the CARFAX Report serves as the documentation or "proof" that the customer has requested.

  Customer Answer

  Date: 12/20/2024

  [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: 22545065
  
  I am rejecting this response because: My vehcile was never damaged in any way dn they refuse to provide me documentatiion to show proof with my  name and address statung my vehcle was damaged, Ex. shop estimate. accidatent reports etc etc.  they clearly have the wrong vehcile and they are refuysing to procide legal documentation of any sort and are clearly falsifying records.

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

  
  

  Business Response

  Date: 02/26/2025

  As indicated in our previous response, the CARFAX Report serves as the requested documentation. Vehicle owners that wish to learn more about a damage event may consider contacting their insurance agency, ***, or any other vehicle-related organizations to confirm any history. A vehicle owner may also consider visiting a shop and asking that they perform an inspection to learn more about any damage or repair. There is no new information that CARFAX can provide for this matter and we await any supporting documentation the customer may provide for further research.