ComplaintsforAutoCheck

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Initial Complaint
12/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I went to a dealership to trade in my vehicle and the Experian Auto check came back stating that my vehicle was involved in a serious accident. I have never been involved in an accident in my Jeep Wrangler and this error has severely depressed the value of my car by thousands of dollars.
Business response
01/08/2024
Hello *******,

Thank you for contacting Experian Automotive.

It has been verified that your VIN is listed on file with the Kalamazoo **************************** Department as involved in the accident in question with disabling damage and airbag deployed front remarks.

12/19/2022 MI ************ Left Front Impact with Another Vehicle(Case #:2773689)
Accident Reported(Report #:22-0041893)
Air Bag Deployed
Vehicle Was Towed

Our recommendation is for you to reach out to the state agency for further information.

If the event was listed in error, the state agency would need to correct its records and provide supporting documentation for Experian AutoCheck to make changes.
Let us know if there is anything else we may assist you with.

Thank You
Initial Complaint
12/06/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This business randomly started charging me ***** per month to my ********* card. I do not recall consenting to these payments or asking the company to monitor my credit for a fee. This is not a service I would pay for because there are other services that are free that also do this. I suspect that this was part of something I signed up for during Covid and it was advertised as free, and then there was no warning when they began charging. The business has only refunded one of the four months that they charged me, as you will see in the attachment. So the remaining that the company owes is *****. This is not what I asked for in reaching out to the company on 11/10/2023.
Business response
12/06/2023
Hello ****,
Thank you for contacting Experian Automotive.
To communicate with Experian ***************** in reference to your inquiry, you may submit a contact form for assistance.

You may also call them at ************** or ************** to speak with a live person.
The following link allows you to connect with other personal services for credit report information:
***************************************************************************************
Best Regards,
AutoCheck Customer Support

Customer response
12/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. It appears that the BBB did not sent my complaint to the correct company. The business is Experian (credit monitoring). The complaint went to Experian Automotive, which is not the same business. If the business that I actually dealt with does not resolve the complaint that I submitted through the Barclays ************************** then I will resubmit a BBB complaint, and hopefully it will go to the correct business. I utilized the business search feature and selected Experian, and it directed me to another automotive company, and then to Experian Automotive, so clearly there is some technical glitch.
Experian Automotive can rest assured that my complaint is not with them and they may close the complaint.
Regards,

*******************
Initial Complaint
12/05/2023
Complaint Type:
Product Issues
Status:
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.
Serious error in Autocheck vehicle report. Preventing us from selling a $25k vehicle.
Business response
12/06/2023
Hello ******,
The auction announcement in question is a historical record from 2016, the reason why it does not show on other data sources is because Experian has a contractual agreement with more than 90% of the auction houses in America right now, that is the reason why these kind of announcements do not normally show up on Carfax or other data providers. The record in question appears on our report because the buyer at the time of the record accepted to buy the vehicle with the announcement. The record does not mean the vehicle has damage at the present time but it means the damage was announced at the auction back in 2016.
11/04/2016 OH Auto Auction Auction Announced as Structural Damage
In these instances, our best recommendation to obtain more details is to dispute the record with the seller of the vehicle directly as they were likely aware of what happened, and the information was discussed between the buyer and seller at the auction.
These are additional recommendations in case you wish to take further action:
1.  If you purchased the vehicle from someone other than an auction, please consider that AutoCheck shows the vehicle history and the auction announcement has been verified. You will need to work with whom you got the vehicle to try and get the auction name, as they are the only ones able to make changes to the record.

2. If you purchased the vehicle from an Auction by the time the announcement is listed on our report, contact them for additional information on the vehicle's history.
Please note that the data we acquire may be for recent or historical events, and it populates as we receive it from authorized sources we have contractual agreements. Further details are not available to us, and you can also view our Terms and Conditions by clicking the following link: *****************************************************************************************.
Best regards,
AutoCheck Customer Support
Customer response
12/08/2023
AutoCheck states they have verified their information alleged to have been provided by an unnamed auction.
Based on my sources and a lack if information from AutoCheck there is no evidence that they verified the information, and no evidence as to how it might have been verified.
They state that they do not know the identity of the auction. My information from auction sources indicates that this is false.
If Autocheck claims they received a report from an auction, they need to produce the report.
Carfax in fact reports that the vehicle went through an auction on the same date and NO such announcement was made.
Autocheck's false record is impinging on my ability to sell the vehicle for a fair market value. Their false report represents negligence, and effectively they are slandering or impuning historical record of my vehicle.
If Autocheck does not produce the alleged auction document or remove the false record about a non existent auction announcement within ************************************************************************************************* court.
Business response
12/11/2023
Hello ******,
As a data repository, we rely on the data we receive from our sources and do our best effort to compile as much information as we can from extensive sources. The Autocheck does not show the vehicle has any current damage on the Autochek report, the event in question is a historical record reported on 2016. Every auction before a vehicle is announced performs a vehicle inspection to determine if the vehicle shows any damage. The announcement shows on the report as the buyer at the time agreed to buy the vehicle with the announcement made by the auction.
We understand Carfax shows the vehicle at an auction at the time, however because Experian has a contractual agreement with more than 90% of the auction houses in America some events are only reported to Autocheck and not to Carfax
11/04/2016 OH Auto Auction Auction Announced as Structural Damage
In these instances, our best recommendation to obtain more details is to dispute the record with the seller of the vehicle directly as they were likely aware of what happened, and the information was discussed between the buyer and seller at the auction.
These are additional recommendations in case you wish to take further action:
1.  If you purchased the vehicle from someone other than an auction, please consider that AutoCheck shows the vehicle history and the auction announcement has been verified. You will need to work with whom you got the vehicle to try and get the auction name, as they are the only ones able to make changes to the record.
Please note that the data we acquire may be for recent or historical events, and it populates as we receive it from authorized sources we have contractual agreements. Further details are not available to us, and you can also view our Terms and Conditions by clicking the following link: *****************************************************************************************.
Best regards,
AutoCheck Customer Support

Customer response
12/11/2023
AutoCheck falsely states that Auctions inspect vehicles before they are offered. THEY DO NOT. Another false statement by Autocheck.
AutoCheck claims to be a data repository. In this case their data is also wrong. Just stating some assertion is in a report does not make it accurate, does it?
AutoCheck falsely states they do not know where the data came from, except it's from an unnamed auction. So are we to believe data arrives there and they don't know where it is from? It's obviously false.
Is it not more likely this is a clerical error where someone checked the wrong box? How do we know there's not a vin number error? How do they know that didn't happen? They don't.
If Autocheck did care about the accuracy of their data, they would go back to the alleged source upon request and request verification or correction. They refuse to. Yet they have a duty to do so upon being notified.
Autocheck can request a copy of the specific auction ticket from the auction on the date of sale. They refuse.
So they have no proof or backup for their records according to the unnamed clerk responding to the BBB. That too is false.
If AutoCheck does not provide a copy of the actual auction ticket from the day of sale in 2016, within 7 days of this date, I will file suit for negligence and defamation in a state court. They can then tell a judge this bs that they really don't know if their records are accurate or not.
Initial Complaint
12/04/2023
Complaint Type:
Product Issues
Status:
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.
I am writing to file a formal complaint against AutoCheck regarding an unsatisfactory vehicle history report I purchased for a 2015 Kia ****** LX. This complaint is submitted in hopes of securing a just resolution, which includes a full refund for the service that failed to meet consumer needs.On 12/3/2023, I purchased a report from AutoCheck with the expectation of receiving a detailed vehicle history, including service and maintenance records. This information was critically needed to comply with a class action lawsuit settlement that requires vehicles, like mine purchased from an auction, to provide maintenance records for the past two years to qualify for a new engine replacement.However, the report provided by AutoCheck was devoid of any such maintenance history, particularly lacking details of oil changes. This omission is not a minor issue but a significant breach of what was advertised and what is reasonably expected from such a service. The absence of this critical information has directly impacted my ability to claim the benefits of the lawsuit settlement, causing potential financial loss and significant inconvenience.I contacted AutoCheck requesting an immediate full refund due to the failure of their report to include the necessary service and maintenance records. I believe that this situation not only affects me but potentially impacts other consumers who rely on AutoCheck for comprehensive vehicle history reports. It is concerning that such an essential aspect of a vehicle's history, crucial for legal and financial decisions, was omitted without any prior indication.I am seeking the BBBs assistance in resolving this matter. A full refund from AutoCheck for the amount paid is requested, given the reports failure to provide the necessary information as advertised. Enclosed are copies of the AutoCheck report and my original purchase receipt for your reference.
Business response
12/06/2023
Hello *****,
Thank you for contacting Experian Automotive.
We are sorry to hear that the package you purchase did not meet your expectations and apologize for any inconvenience regarding data availability reported by Experian AutoCheck.
Please note that Experian compiles information by VIN throughout the life of a vehicle, and the information will become available when it is received from authorized sources of information with whom we have a business relationship.
We invite you to check our terms and conditions section online.
In answer to your inquiry, please be advised that AutoCheck processed a refund for a total of $24.99 on 12/4/2023, and a confirmation email was also sent for your references.
To reflect the money in your bank statement, please allow 5-7 business days for processing.
Best regards,
AutoCheck Customer Support
Initial Complaint
12/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I am trying to urgently sell my car through Carmax.I moved to ********** in 2019. I requested a duplicate ***** title before the move, and then moved to ********** and transferred the title to a ********** title and registered my vehicle in ********** in 2019.On the experian auto check report it shows that I requested a duplicate ***** title on 11/01/2019, once I was already in ********** and registered in ********** with a ********** title. I called experian. After a long time of being transferred, I was told I needed a letter of correction from the *** in Texas.I called the *** in ***** and they have no record of this 2019 duplicate title. They have the correct information and so they won't send a correction letter.So basically, it's Experian's error and they say get a letter from the dmv and we'll change it. But the *** has the correct info, so they won't send the letter. What do I do? I've been on the phone for hours. Please help. This is Experian Autocheck's error.
Business response
12/06/2023
Hello ***,
Thank you for contacting Experian Automotive.
Please be advised that Experian Information Solutions, *** gathers information continually as it becomes available. The data we acquire may be for recent or historical events, and it populates as we receive it from authorized sources we have contractual agreements.

As a data repository, we rely on the data we receive from our sources and do our best effort to compile as much information as we can from extensive sources to provide valuable information to our clients and customers. There are instances in which events are not reported properly or not communicated to our sources and thus we may not be able to have that information. In these instances, our best recommendation if you have proof of the incident is to dispute with the seller of the vehicle directly as they were likely aware of what happened.
In answer to your inquiry, we require a letter of correction from the *** of TX explaining the event in question was entered in error on their system, however, at this time the event has been submitted for verification internally to our data source.

11/01/2019 TX Motor ************* Duplicate Title
Excluded/Exempt

Please consider our time frame is 3-5 business days to deliver a response.

Best regards,
AutoCheck Customer Support
Initial Complaint
10/20/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a vehicle in November of 2022 I received the AutoCheck saying there were no accidents and now that I checked it again there was a bad accident with the previous owner of the vehicle. I would have not spent 50k on a vehicle with an accident. I spoke with the dealership I bought the car with and they had no idea it had an accident as they also trust the AutoCheck they reviewed. How was it that the AutoCheck was so off if the accident had happened about 5 months before it was put up for sale.
Business response
10/25/2023
Hello *****,,
Thank you for contacting Experian Automotive.

Experian Information Solutions, *** gathers information continually as it becomes available. The data we acquire may be for recent or historical events, and it populates as we receive it from authorized sources we have contractual agreements with, we acquire new sources of information all the time and sometimes there can be a delay between the time of an accident or damage report and time that it gets reported. This is why it is the consumer's responsibility to get a copy of both vehicle history reports and even to have the vehicle inspected by a mechanic prior to purchasing it, this information is part of the terms and conditions of Autocheck and Carfax.

As a data repository, we rely on the data we receive from our sources and do our best effort to compile as much information as we can from extensive sources to provide valuable information to our clients and customers. There are instances in which events are not reported immediately therefore the information could be reported afterwards, there is no vehicle history report in this market that is 100% guaranteed.

Please understand that per our terms and conditions, we are not liable for those instances, you would need to dispute with the company or people that sold you the car. For more information, please go to AutoCheck.com for a complete list of frequently asked questions.

You can also view our Terms and Conditions on our website www.autocheck.com
Thanks
Autocheck Customer Support
Initial Complaint
09/07/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint is in regards to incorrect damage report on the autocheck report for my vehicle. I recently went to trade my vehicle into the dealer I originally purchased it from. I am the only owner of the vehicle besides the dealership (used as a dealer lender car). I purchased certified preowned in 2016. I own a ****** ************ TRD off-road, VIN# *****************. Accident on the report shows 5/10/2022. This accident is reported with an incorrect odometer number. I was never in an accident with this vehicle and this in completely inaccurate. Not only is this inaccurate but the vehicle is listed as a lease. I own my truck outright and have never leased it. I have a clean car fax report and information from my insurance company that shows no accidents reported on my vehicle. This needs to be corrected immediately so that I can move forward with the sale of my vehicle.
Business response
09/13/2023
********************,
Good morning,
The correction has been completed, the record in question has already been removed from your Autocheck report. Your case was resolved on the same day it was opened.
Thanks
Autocheck Customer Support
Customer response
09/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*******************************
Initial Complaint
09/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Background: I purchased a 2017 **** Fusion from ******************* in February of 2021 - VIN: ***************** . ******************* purchased the vehicle from a COPART auction in December of 2020 (Lot #********).I am now trying to sell the vehicle, but encountered a problem when listing the vehicle for sale on Autotrader.com, because AutoCheck reported a branded title. My title is clean and CarFax also reports the title is clean. The incorrect Autocheck entry is displayed below:12/07/2020 FL Auto Auction Auction Announced as Salvage, Extent of Damage Unknown I contacted AutoCheck who advised me that I had to contact COPART in order to get the issue resolved - which I have done. The COPART Supervisor investigated and concluded that the vehicle was NOT salvage. She attempted to resolve the issue via email and received the same boilerplate reply that I received from them:***The event will remain on AutoCheck as part of the vehicle's history.We would like to remind you that, as a data repository the source information may not be released as proprietary agreements protect it. These are our recommendations in case you wish to take further action:1. If you purchased the vehicle from someone other than an auction, please consider that AutoCheck shows the vehicle history and the auction announcement has been verified. You will need to work with whom you got the vehicle to try and get the auction name, as they are the only ones able to make changes to the record.2. If you purchased the vehicle from an Auction by the time the announcement is listed on our report, contact them for additional information on the vehicle's history. Please contact us back if you may need assistance with anything else. ***I've told them multiple times that THEY HAVE BEEN CONTACTED BY THE AUCTION, but they don't seem to understand and keep repeating the same info.I now have an offer on my vehicle and this is preventing the sale. At my ***** end - HELP PLEASE!!!
Business response
09/12/2023
Hello ****,

There are no state title brands showing on your Autocheck report but there is an auction announcement which has already been investigated and confirmed twice by our internal source.
The reporting auction has not submitted any correction requests to Experian at this point. Also if the announcement got originally posted on our report is because the buyer at the time of the record accepted to buy the vehicle with the announcement. This does not mean that we show a salvage title for the vehicle, on our Autocheck report it clearly says the vehicle has no state title brands, some companies tend to flag auction announcements as possible title brands when in reality the vehicle has a clean title. Unfortunately there is not much we can do from here to make the vehicle complaint with a 3rd party website or application as they have their own internal policies and procedures.
Also this auction record which is not a brand shows under the National title information system as a Junk/Salvage or Insurance informational event, the explanation to this is also shown on the National title information system as follows:
Explanatory Note:
If this *** has a record in the Junk/Salvage or Insurance information then the business that submitted the *** to NMVTIS deemed the vehicle to be either a junk, salvage, or in the case of an insurer, a total loss. The information in the DISPOSITION field in the Junk/Salvage section denotes what has happened to the *** (i.e., vehicle) since it came into the possession of the business.

At this point in time we would recommend you contact the auction or the company that sold you the vehicle for additional dispute, if the auction agrees to remove the announcement they would need to send Experian the correction request through the proper channels.
Thanks
Autocheck Customer Support
Initial Complaint
09/01/2023
Complaint Type:
Product Issues
Status:
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.
I have contacted AutoCheck multiple times about my 2012 Chevrolet Colorado ***************** . The representative refuse to update my information on the website. Each representative has refused to help me and Im constantly paying for reports
Business response
09/05/2023
Hello Will,
Good morning,
We apologize for any inconvenience this may have cause you, as a data repository new titles are usually not reported right away, we show there was a case open to expedite the latest title on our report however, there is a timeframe for everything we do, usually cases are not resolved right away.
We show now your case has been resolved, the correction has been completed, the most recent VA title has been updated on your Autocheck report.
Thanks
Autocheck Customer Support.
Customer response
09/08/2023
This is an ongoing issue with AutoCheck. The people on the phone are trained to lie to the consumer! They will tell you 30 days , call back and they will say 2 weeks, call back and then its 3 days, call back and then its 3 hours. The entire staff are liars if you dont want to help just say it and hang up the phone.
Business response
09/13/2023
Hello Wil,
Good morning,
The title you sent has already been updated on your Autocheck report, this means your case has been closed and resolved, if you need anything else please call us at ********** or email us at ****************************************.
Thanks
Autocheck Customer Support
Initial Complaint
08/29/2023
Complaint Type:
Service or Repair Issues
Status:
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.
i went to carmax to sell my car. they gave me an auto check report that said my vehicle was in an accident in ******** ******* and it had over ******* miles on it. my vehicle has ****** miles on it. my vehicle has never been in *******. the offer carmax gave me was extremly low because they thought i had rolled back my odometer. i called experian autocheck and they sent me a list of things i need to do to correct the problem when i havent done anything wrong to start with.they should be responsible for their reports. they are paid to have good information.they should be able to figure out where the incorrect report came from and correct the information without me having to do anything.
Business response
09/01/2023
Hello ******,
Good morning,
We apologize for any inconvenience this may have caused you, as a data repository we received the information from the data source and it was added to the report, the record in question was reported by an independent source such as a body shop or service center that did a repair or estimate on the vehicle and filed a damage report against the *** number.
To help you out, we did an investigation and were able to remove the record through our data source, the correction has been completed, the accident record in question has been removed from your Autocheck report.
Thanks
Autocheck Customer Support.

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