Complaints

This profile includes complaints for AutoCheck's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoCheck

  475 Anton Blvd Costa Mesa, CA 92626-7037

• 

  AutoCheck

  955 American Ln 1florida Schaumburg, IL 60173-4998

• 

  Experian

  7321 Ridgeway Ave Skokie, IL 60076-4026

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:03/04/2023

  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 went to the Carmax dealership on 2/25/2023 to trade in my 2021 ****** Sentra that has under 10k miles on it. The dealership used AutoCheck for the history report and on the report, it was announced as structural damage at an auction. There is not any documentation from the auction regarding this "structural damage". When I bought the car from the dealership, no structural damage was or is listed on the car title, or car fax. I financed my vehicle through ************ I called *********** and they stated the title is clean and they opened an investigation and said there is nothing showing "structural damage" on their end. They also stated *********** does not finance cars with structural damage so how is it that I financed a car that had to go through underwriters that states that? I contacted AutoCheck and they gave me a case #********. It was recommended to contact the auction and they would be the only ones to correct this. I'm unable to get in contact with them. The car has been checked and serviced at the dealership I purchased the car from as well as the ****** dealership, and I have been told there is no structural damage. However, when the study is done through CARFAX, everything goes well. I am dissapointed I'm having to jump through loop holes to figure this out. The only thing I am looking for is that they correct the error to be able to sell the vehicle.This is a false report and needs to be deleted immediately! This report is causing the value of my car to decrease significantly. For a car that was financed for $23,000 with a clean title and in excellent condition only to be appraised for $16,500. How do I have negative equity for a car I just financed 5 months ago.It's interesting other people are having issues with this same exact issue I'm having.VIN #*****************

  Business Response

  Date: 03/07/2023

  Good afternoon! 

  We received the request and sent it for verification with our internal source they confirm that the vehicle was sold at an auction with the announcement, the damage located was  *** PILLAR KINKED, L ROCKER PANEL INNER KINKED, L APRON KINKED, the event information will remain as part of the vehicle history report, the dealer who purchased the vehicle at the auction will need to reach them to further dispute the announcement. 

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an ad in Autotrader (for the second time) to sell my 2014 Aston ****** Centurion Edition. This is a rare car and I expected to get a lot of interested buyers. While I have a lot of views I am not being contacted by interested buyers which puzzled me. That said, the one interested buyer that did contact me, asked about the severe damage listed on the Autocheck Report. I pulled up the report and it stated on 4/3/2014 the car was in an accident and had severe damage. I purchased the car from Aston dealership who inspected the vehicle before it was sold. They also pulled a CarFax report and it was clean. When I contacted Autocheck on 2/1/23 they responded with the following:"Please be advised the record in question could refer to vehicle damage reported and not necessarily a collision with another car. Many times, vehicles are taken to repair centers without the involvement of the police. Therefore, accidents could go unreported and then taken for repairs. We understand how the event may impact the value of the car negatively but, as a repository for a data company, we announce the records which are available to a specific VIN to protect the security and safety of those who are interested in buying the vehicle. If the date of the event listed on our report is prior to you purchased the vehicle, we suggest you contact the previous owner or the company you purchased the vehicle from for further information."I met with the dealership on 2/3/23 who in turn called the original owner and they both confirmed the vehicle was never in an accident, let alone a severe accident. The dealership called and sent an email to AutoCheck informing them of this error in the report. They have not received a response.I called AutoCheck on 2/10/23 and they stated there is nothing they can do and will not change the report.The AutoCheck report is not accurate which is lessening the value of my car and prohibiting me from selling it. The AutoCheck case number is ********

  Business Response

  Date: 02/15/2023

  Good afternoon!

  
  We reviewed the case# ******** yesterday the case was check by the customer service Expert and the accident ********************** was delete from the AutoCheck report.
   The client was notify about the correction the AutoCheck report is updated now.

  Customer Answer

  Date: 02/16/2023

  
  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. They have sent me an email let me know the issue was resolved, I verified and all is good. Thank you for assisting in resolving this issue.

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

  
  

• Initial Complaint

  Date:01/04/2023

  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.

  I went to order a vehicle history report, put in my Credit Card information, and the report that I received was on a vehicle I purchased over a year ago (I never entered any VIN number). AutoCheck still charged me (again) for the old report. This is NOT the vehicle I need a history report on. The "LIVE CHAT" has never worked, and both Customer Contact phone numbers go into an automated system at Experion, and will not transfer me until I provide my full Socal Security Number which I am not willing to do over the phone to a company like this. Reading the past history and all the reviews and complaints, this appears to be a common problem with AutoCheck. The information on the report is: Purchase Date: 01/03/2023 Order ID: ************** Subscription Type: Single Report Your User Name: ********************* I don't know my former vehicle's VIN number since I no longer own the truck. Would you please refund the $26.74 to my **** card ending in ****. All of the phone number that lead to Experian are worthless, and the "Chat" button never works at any time day or night. Very poor customer service or response. Thank you for your time and assistance. ************************* / York, **

  Business Response

  Date: 01/06/2023

  Hello *****,

  Good morning,

  The refund has already been processed, the money will be back on your account within the next 5-7 business days from the date it was processed 1/4/2023.

  We understand your concern however this is not a common issue with Autocheck, it is something that happens sometimes due to issues with the device that customers order the report from or because  of issue with the internet browser history and cookies.

  If you wish to order a report in the future we suggest you please do it from a different device or clean your internet browser history and cookies before you try again.

  Thanks. 

• Initial Complaint

  Date:12/09/2022

  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.

  I need to sell a collector's car that I have to pay medical bills for my wife's cancer operation. This vehicle is a 2013 Mustang 302 *********** only 270 of them were made in my color. For this reason, the study of the vehicle is extremely important to maintain its value. This vehicle has only **** miles. I bought it in February 2013 in *********** and I brought it to ***************** in 2020. I have lost 3 sales because customers turn to AUTOCHECK to verify the vehicle appears as if it had had 2 owners, one in *********** and another in the US when I am the same person, more like it was for rental use. I contacted AUTOCHECK, sent them the purchase invoice, a copy of the *********** tag, and they told me that they couldn't fix it in their system with that. However, when the study is done through CARFAX, everything goes well. This costs me money and valuable time to be able to pay the debts and have peace of mind. The treatment that AUTOCHECK is giving me is unfair and overwhelming. The only thing I am looking for is that they correct the error to be able to sell the vehicle. I am not looking for any extra compensation. 1) I include the title of the vehicle from *********** and the US.2) Vehicle Purchase Order in February 2013 in ***********.3) Certification of the vehicle from the ********** of ******** of ***********. 4) History of how AUTOCHECK has it registered. In that history I **** (yellow) what appears incorrect

  Business Response

  Date: 12/15/2022

  The research determined that the correct number of owners for the vehicle is 1. For this reason, the number of owners have been changed accordingly on the Autocheck report for VIN *****************. 
  
  The correction has been completed and changes are already reflected on the report. Thanks. 

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  On October 24, 2022 I placed a request for a vehicle vin check. The report was missing information that it was supposed to have. When I clicked to read the information there was nothing there. So it showed there was a report that was supposed to be available but nothing was loaded. I had a virtual conversation with ****** and she referred me to a manager, *****. ***** gave me a link and said if I purchase a report from this other company I could be "promptly reimbursed". I did send a copy of my receipt, all the information asked, emailed back many times, was replied to managers from managers, and I still got a run around. It is now December 07, 2022 and I haven't been reimbursed. I haven't had any change. I keep getting the same "I have forwarded your request to the concerned department" email response. My last email response was November 29, 2022.

  Business Response

  Date: 12/15/2022

  The situation the customer describes clearly says he got a link from another company, this means that most likely he clicked on something related to a 3rd party company ( not related to Experian) which tricked him into buying a report from them, these people he mentions ***** and ****** do not work for Experian, it seems the customer was promised a refund from this company but they never got back to him. To help the customer, we went ahead and issued a refund for him for the $24.99 he paid on our website, we already notified the customer that he will be getting his money back within 5-7 business days and the case has been closed and resolved. Thanks. 

  Customer Answer

  Date: 12/16/2022

  
  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,
  
  ***********************