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: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.

• Initial Complaint

  Date:10/23/2024

  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.

  Date of transaction: 10/21/2024 Amount of Transaction: $44.99 I purchased a Carfax report from their company website and followed all directions. I have the email with confirmation of payment and approval code. Confirmation#C1024D0E7626DA31548C Approval Code602570 I never got the report. I have followed the directions in the email and I have filed a ticket with their customer support. It has been two days and I have not heard from the company. I tried to call their customer support and received a message saying to file a ticket online. I have responded to that help desk ticket twice with still no response. case #******** is the ticket number. I have been left with no other choice than to contact your organization due to their lack of response.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with the customer's concern. When a ********************** Report is purchased, a customer first purchases a voucher. They then must log in to the website, enter a VIN, and run the voucher to access the CARFAX Report. The CARFAX Report is not sent to a customer until after they log in and use the voucher. We are sorry for any misunderstanding the customer may have had about the purchase experience. CARFAX's support team issued a refund in the amount of $44.99 for the voucher the customer purchased.

• Initial Complaint

  Date:10/22/2024

  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 incorrectly reported that my vehicle was damaged on their Carfax report - (ref Case# ******** CARFAX report shows an accident is not correct). Ref Carfax report item 4/21/21. This report has impacted my ability to get the best trade in price for my car. I have been unable to get Carfax to correct this error and need help to resolve.

  Business Response

  Date: 12/23/2024

  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 researched the vehicle's history and verified that a record of damage had been reported for the vehicle in question. The damage record was described as occurring on, or around 04/21/2021 and was minor in severity. Minor damage is generally cosmetic (including dents or scratches), may only require reconditioning, and typically does not compromise a vehicle's operation and/or safety. So that CARFAX could better understand the condition of the vehicle at the time of the event, CARFAX asked the customer to provide any related documentation, such as an estimate or final repair bill that may have been performed around that time. The customer acknowledged that an estimate had been performed 04/21/2021, but they were not willing to provide it to CARFAX. CARFAX will be happy to resume research for this case when the customer provides the requested documentation.

• Initial Complaint

  Date:10/22/2024

  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.

  [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, I still highly suggest that customer ********************** be added in the form of real people for emergencies like this. 
  
  Regards,
  
  ***** *******
  
  

  Business Response

  Date: 12/19/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a theft 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:10/18/2024

  Type:Sales and Advertising 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.

  The issue has been resolved.

• Initial Complaint

  Date:10/16/2024

  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.

  [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,
  
  **** *******
  
  

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this matter. CARFAX received a request to research an accident for the vehicle in question. To address the request, CARFAX researched the vehicle's history and verified that the vehicle had been recorded as being involved in an accident by a police agency. CARFAX's research team explained to the customer that ********************** would need a corrected police report or letter from the police agency stating the vehicle had not been in an accident. CARFAX provided the customer with details of the accident so that they could contact the agency and request their assistance. Once CARFAX receives a letter of correction or a corrected police report, CARFAX will be happy to ensure the CARFAX Report is updated to be consistent with the police record.

• Initial Complaint

  Date:10/11/2024

  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 did not provide me with the vehicle report I paid for. I purchased a Carfax report for my vehicle, my card was charged $44.99, and I received a receipt from Carfax. When I went to log in to view my report it stated that I did not have any reports available and that I had 1 report ready to run. This would require me to pay again.

  Business Response

  Date: 11/06/2024

  Thank you for the opportunity to assist with this customer concern. When a customer purchases a ********************** Report, they are provided with a receipt and are directed to create a password for their account. After they create a password and log in to the account, they see the number of reports available to run. On this same page, they should enter the *** they wish to run, which generates the CARFAX Report. The Report the customer purchased was made available to them in their account upon completing their purchase, and we are sorry for any misunderstanding the customer may have had. ********************** did receive a request for assistance from the customer, and our support team explained how to run the Report. However, the customer indicated that they no longer wanted the Report, and as a result, CARFAX issued a refund for the customer's purchase.

• Initial Complaint

  Date:10/10/2024

  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.

  [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,
  
  ****** *****
  
  n and with full support from their authorized repair center, they continue to report inaccurate information that lowers the value of my vehicle (which has 30k miles and they now list it as a needing a 90K mile service) by over ******** This is wrong and a terrible business practice. No-one should trust this despicable company

  Business Response

  Date: 11/06/2024

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a mileage record reported 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 at the conclusion of the research process.

• Initial Complaint

  Date:10/10/2024

  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 received a carfax report in June I believe, showing damages being reported for my 2013 Kia ****** SXL. I purchased the vehicle, used, late 2017 and was given a carfax report that showed no damages/accidents. I believe it was in June (accidentally deleted the email) when I received an email from Carfax letting me know that damages were reported for my vehicle. Moderate to sever damages, on all 4 sides of my vehicle.I reached out to Carfax within the past month to get more details as to who submitted the damage report to them, what type of damage and when. As you'll see in the attached email chain, they will not provide me this ************** the consumer, I have every right to know who submitted this information to carfax as it has decreased the value of my car by thousands. See attachments for the report given to me in 2017, when I purchased the car, showing no damages/accidents vs the current report. If was reported in June of 2014 as they're saying it was, why did it not show up on a 2017 report and why am I just being notified, 6-7 years after the fact and my purchase?Thanks,

  Business Response

  Date: 11/06/2024

  Thank you for the opportunity to assist with this customer concern. ********************** works every day to identify and partner with new data sources with the intent to provide as
  much insight into a vehicle's history as possible to help consumers. As sources begin to work with CARFAX, they provide all of their records related to vehicle history including historical records. Collection of all recent records, along with historical records, helps us produce the most comprehensive vehicle history available for a vehicle. Even when history is received by CARFAX later in a vehicles life, the information provides insight into the vehicles history and enables consumers to make a decision about a used vehicle.
  
  CARFAX 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.

• Initial Complaint

  Date:10/09/2024

  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.

  [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: 22403142
  
  I am rejecting this response because: Carfax says it does not verify dealerships yet on its website it allows for dealerships to call themselves dealerships.  This warning should be in bold on the home page warning people that Carfax does not indeed verify anything and takes zero responsibility for scammers. Carfax is no better than *********** It wants to guarantee paperwork ? It can't even guarantee if the car is real and where it is located. I wonder if Carfax still says the fake dealer has the car in the report. Shame on you Carfax. Of course you do not care , it was not you who was "hooked up" with a scammer and had nearly 80k stolen.  Carfax can not be trusted. I do not accept Carfax's response because it takes 0 responsibility.
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to assist with this customer's concern. ********************** offers dealerships the ability to list their inventory through our CARFAX Car Listings. CARFAX is not affiliated with these organizations, and we have no control over how they conduct their business. CARFAX also does not state that these organizations are "verified dealerships." Because CARFAX was not involved in the purchase transaction in any way, there is nothing that CARFAX can do to assist in this matter. The individual is encouraged to work with the authorities.