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:11/11/2024

  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 refuses to investigate their erraneous report about my vehicle. They refused to contact the party (dealership) who stated they would clear up the matter. Their report is devaluing my vehicle by over $8000. They are asking for information that I do not have access to obtain.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this customer concern. ********************** displays vehicle history records as soon as they are reported to CARFAX because the information provides valuable insight into the vehicle's history, and in some cases, the information is reported at a later date. CARFAX makes sure our customers are aware of this important information by including in every report the following statement:

  
  This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of (date and time of report). Other information about this vehicle, including problems, may not have been reported to CARFAX. Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car.

  
  When research is requested, CARFAX conducts a review of the vehicles history to determine if any updates to the Report are required. In many cases, the information that is printed on the Report is all of the information available for an incident. We recognize that the information may be limited; however, it is inclusive of all of the information available. When a new owner is attempting to learn about events that occurred under a previous ownership when CARFAX cannot supply additional
  information, the new owner may consider contacting their insurance company, ***, or even previous owner to attempt to learn more information about events that occurred prior to his/her ownership.

  Specific to this customer's request, ********************** researched the records that occurred prior to this owner's ownership that were disputed and verified the records. To resume research for the records in dispute, the owner may provide the following to CARFAX:
  
  - Copy of the 01/21/2019 auction bill of sale with all the announcements and disclosure.

  - ******* police report for the 11/10/2014 accident, Medford *********************** in ********** under case number 2014-3941.

  - Estimate or final repair bill explaining repairs sought for 12/26/2018 damage event.

• Initial Complaint

  Date:11/09/2024

  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.

  Submitted a request for the buyback gurantee last week on wednesday and today i got the 4th email Email about my case still being researched while the car has been sitting.I need a accetable response about how they will honor the buyback gurantee since my car turned out to be salvaged after carfax showing clean title and having paid to fix the Vehicle ($1400) as it didnt start due to the accident which deemed it a total loss. I want them to buyback the car based on their value for it. 

  I ordered a carfax for a 2007 **** q7 10/23/2024 which showed clean title. I got it repaired at a mechanic shop as it didnt want to turn on which costed $1200. I then dropped it off at a Bodyshop to paint the car and next day found out this car ended up being salvaged when I went to the dmv to get it registered. I messaged carfax about the salvage reported 10/18/2023 based off the dmv. I messaged them 10/30 and it is now 11/16 and I still dont have a response. I have the carfax buyback guarantee which I should get the value of the car for them to buy it back. I need a response as soon as possible.
  
  

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this customer concern. The ********************** Buyback Guarantee helps protect consumers from unknowingly buying a vehicle with a DMV-issued title brand, such as Salvage, Junk, Rebuilt, Fire, Flood, Hail, Lemon/Manufacturer Buyback, Not Actual Mileage, or Exceeds Mechanical Limits. The Guarantee terms are available here: ************************************************************************************************************
  
  To consider a Buyback Guarantee request, if the Report states that the Vehicle does not have a Branded Title, but a Branded Title exists, the applicant must submit a request and the following conditions must be met:

  
  - Applicant owns the Vehicle at the time Applicant submits the Claim.
  - The Branded Title was issued at least 60 days prior to the date of the Report.
  - The Claim is submitted within 1 year after the date of the Report.
  - Applicant submits to CARFAX a true, accurate and complete copy of each of the  following documents:
  - CARFAX Buyback Guarantee Claim Form,
  - Current Title issued to Applicant for the Vehicle, Report, Applicants bill of sale for purchase of the Vehicle and Front and back of the Branded Title.
  

  As of today's date, the applicant has not provided documentation that supports the claim.

  The customer is encouraged to provide the required documentation by email to the assigned Resolution Manager for their request to be considered.

• Initial Complaint

  Date:11/09/2024

  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.

  Paid for a carfax report I needed that day. It charged me $44.99 and I got an email with a confirmation code saying to login in on carfax to review my report. When I clicked the link and made sure I was signed in it said I had zero reports and prompted me to pay for another one. I could never access the report so of course the car sold that I was trying to inquire about. The same day I bought the report I emailed them for a refund since it wasnt giving me the report and I needed it in that moment. Two weeks later I finally get a response saying heres your report like this is useless to me now, I needed it two weeks ago and requested a refund. That is so unfair as a consumer to spend almost $50 and be completely scammed out. Its purpose was to give me a report to help me buy the car that day. It failed me.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this customer concern. We are sorry for any technical difficulties the customer may have received when trying to run the CARFAX Report they purchased. CARFAX received a request for assistance for the purchase in question, and to address the request, CARFAX's support team sent a copy of the Report to the customer since they were having difficulties generating the Report. When the customer indicated they no longer wanted the Report and wanted a refund instead, CARFAX's support team issued a full refund to the customer, as requested.

• Initial Complaint

  Date:11/07/2024

  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 report Case # ******** . I still have several miscellaneous entries for my car that were not corrected or re added. To this day the only accident that was reported is from March 07, 2019. I was lightly rear ended when on the highway in *******, **. I took my car to ***** who while reviewing any recalls took it to a local shop down the road for the bumper repair. I am active duty military and this was prior to going to *******. The shop that they took my ***** to did a very bad job with the repairs and I had to take it to ANOTHER shop for repairs on the same bumper as the new one they installed was falling off. The second shop did the repairs and I went to *******. While in ******* the paint started to peel off my bumper a year later. After I finished my active duty military tour in ******* I returned to ** and took it into a third shop. This time I insisted Geico allow me to take it to a REPUTABLE shop to finally repair the bumper. They replaced the bumper the third time because the previous bumper was not OEM. The previous shop committed fraud and installed a non OEM bumper and claimed it was OEM which is another reason why the paint was peeling off (it did not sit right as it was a ****** Camry Aftermarket bumper). I have 3 accidents reported on my CARFAX report. There was only ONE single accident on March 07, 2019. Nothing else followed, the only thing done was fixing the incorrect installation. The first 2 shops I went to failed this was all thanks to my trust in the ************* Dealership. Also I am the original and only owner of this vehicle, you have it listed as two previous owners. I have been informed by the dealership that I have lost over 4 thousand dollars in value due to these errors done through your service. This company is falsely representing the history of my vehicle and it resulted in a loss of its value. I sent a request for removal of these false entries and have been ignored and the case has been closed. Next step is a lawsuit.

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a research request in 02/2023. When the customer contacted ********************** about new concerns in 10/2024, CARFAX's support team provided instructions on how the customer may request research for those new concerns. To request research, the customer will need to submit the required research form. As of today's date, a new form has not been submitted, but we will be happy to research the request once it is received. The form may be accessed here: ***********************************************************************

  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: 22527070
  
  I am rejecting this response because:
  
  In addition to this form they want ME to provide proof that my vehicle was never owned by anyone else and that these accidents didnt take place. How do I prove something never happened? They are the ones that have inputted false information and yet want me to prove these instances never happened. The burden of proof should be on them legally. Its simple, some incompetent employee erroneously added  false information into my vehicles records. As stated earlier if they refuse to fix my vehicles records I will simply sue for the lost value due to their intentional refusal to correct THEIR MISTAKE!  I am simply using BBB to provide them a reasonable amount of time and to send a formal request. Once this time has expired  and they still refuse to make the corrections, I will formally take them to court. They need me to fill out forms and provide evidence so they can investigate and yet they can make up random events and owners without even notifying me. How laughable. Your company is a JOKE. 
  
  

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

  
  

  Business Response

  Date: 02/26/2025

  Thank you for your reply. Providing documentation is certainly helpful but it is optional. The research request form is required, however, for CARFAX to research the vehicle's history. We are eager to resolve this matter for you and would appreciate you completing the form at your earliest convenience.

• Initial Complaint

  Date:11/07/2024

  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.

  Carfax listed an accident on a report on my car. There was never any damage done. I brought this to their attention and they said a police report said there was damage. They said get a supplemental report from the police which did and they still won't remove the accident, saying the original report said there was damage. No repairs were done to my car as there was no damage. Thise has affected the value of my car by $3,000. Carfax has a history of this kind of behavior.

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a damage event for the vehicle in question. To address the 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 Report.

  Customer Answer

  Date: 12/20/2024

  [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:11/01/2024

  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.

  On November 8, 2023, my vehicle was involved in a collision. Due to the parts being back ordered, it took the collision shop 8 months for the vehicle repairs to be completed as paid for by the drivers insurance company, ********. While seeking diminished value on my vehicle due to the length of repairs and damage now reported, I was advised by Allstate that CarFax had a second damage report. I filed a dispute through CARFAX and was advised the following. I have researched this issue and I confirmed with the source that they do have information that the vehicle/VIN was listed as having damage reported to the vehicle on 10/18/2023.Unfortunately, since this information has been confirmed with the source, I will not be able to remove the damage off the Report. I have reported back to CARFAX 3 times with no response, that this information is fraudulent as my vehicle had no prior damage. CARFAX refused to offer any information on this supposed damage. They will not inform of who filed this claim or where the supposed damage is located. They also will not assist in disputing this claim.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this customer's 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 a record of damage was reported for the vehicle as occurring on, or around 10/18/2023. To better understand the condition of the vehicle around that time, CARFAX asked the customer to provide any related documentation, such as an estimate or final repair bill to aid in further research. The customer is encouraged to consider any change to the vehicle's condition that was considered around that timeframe and provide any related documentation.

  Customer Answer

  Date: 12/26/2024

  There is no record of the vehicle being in any shop on or around the date provided. The vehicle was in an accident on November 8th which is previously notated on the CARFAX report. The vehicle had zero damage or claims prior to this date. 

• Initial Complaint

  Date:10/30/2024

  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 case# ******** Carfax has not responded to request for information on a damage report for my vehicle. on or about 12/26/19 i purchased a 2016 Used Acura RDX from a dealer with a clean carfax. i am attempting to purchase a new vehicle and trade in my 2016 acura RDX. i was provided a carfax which shows a damage report dated 04/14/19 for the acura, i never damaged my vehicle. and im being offered $4,000.00 less for the ***** with Dealers specifically citing the carfax damage report as the reason why. i contacted Carfax, and requested they identify who entered the damage report. if it is a discrepancy, remove the damage report. i submitted a Letter of experience to carfax from my insurance company showing no accidents on the *****. carfax will not respond. if the original dealer sold me a wrecked acura and entered the damage report after the sale, they are guilty of theft/fraud. Carfax is guilty of devaluing my vehicle. i request Carfax provide me with who entered the damage report immediate as i have lost trade deals on desired vehicles, and a 5 year statute of limitations for felony theft if the original dealer committed fraud is nearly expired. it is unbelievable carfax is rated as A with BBB

  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 found justification to update the CARFAX Report. The customer received complimentary access to the updated Report.

• Initial Complaint

  Date:10/29/2024

  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.

  I recently went to a car dealership to trade in my car on 10/15/24. The dealership ran a Carfax report and it came back with incorrect information. It shows that my airbags deployed on 9/18/23. This information is INCORRECT. There was a situation that happened on that day and a moving truck ran a stop sign and almost hit me. It caused me to run off the side of the road and hit some shrubs and a construction cone with reflector light. The other truck took off once I stopped, and I followed him to get a plate # thus why I called the cops. My car had very minor scratches to the front hood. Which is why I never filed a claim with my insurance company. I never even called my insurance they called me and I denied opening a claim. So I am not sure where they got this info from. I tried to call customer ********************** the following day on 10/16/24 and there is no customer ********************** I can speak to anyone and their live chat has seemingly not worked in the past 2 weeks. I submitted a dispute claim as they say to but that was over 2 weeks ago and I have not heard anything. I have only gotten a generic email with their case #********. This is unacceptable customer **********************. For a company to put something so damaging to someone's Carfax is not okay. This mistake is costing me $8k on my trade in . So now I am at their mercy on getting their mistake corrected. I submitted the police report and a letter from my Insurance showing the airbag did not deploy and still no word from them. I need to get this taken care of asap.

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a record for the vehicle in question. To address the request, our research team researched the vehicle's history and found justification to update the CARFAX Report. The customer received complimentary access to the updated Report.

• Initial Complaint

  Date:10/25/2024

  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.

  Bought a ***************************************************** California brakes and lights inspection wont pass if it has a recall. Recall has been fixed oct/8/24 and almost 3 weeks later it still shows recall on the carfax recall website. For that reason it wont pass the brake and lights inspection till its cleared from carfax ???? I got proof of correction and a receipt Emailed carfax team and havent heard back from them please get this c*** fixed

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request for assistance concerning a recall for the vehicle in question. To address the request, CARFAX's support team explained that there is no manufacturer recall on the CARFAX Report presently, and provided the customer with temporary access to the Report so they could see that there were no recalls listed at that time.

• Initial Complaint

  Date:10/25/2024

  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 the incorrect mileage for my vehicle. I wish to sell my vehicle as soon as possible to trade in for another but cannot unless they fix their error. Attached is a screenshot of correspondence with Carfax. They refer me to PennDot. ******* says it isn't their problem, it is a Carfax problem. I have submitted to them my mechanics receipts for inspections and repairs with mileage listed. Carfax own report has my mileage listed on 9/2023 as ****** (see page 1). The ****** is the mileage from when my lease ended and I bought out the lease, the new title was then started at ******. It makes no sense. I've obviously added mileage since 2022. You cannot reach Carfax by phone. You are at their mercy for a response or to fix the problem. Receipts attached noting mileage from mechanic. As you can see my mileage on 10/10/24 at my last oil change was 65,****** is not fair for to be at the mercy of Carfax for an obvious clerical error for which I have receipts that clearly show mileage over the last two years.

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research an odometer record for the vehicle in question. To address the 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 Report.