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:05/12/2025

  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 am a 73-year-old retired Chaplain who has been stranded in ***** for weeks due to a false stolen vehicle report on my car through CARFAX. The vehicle was recovered, repaired, and returned to me, and Ive provided all documentation, the information is also referred to in their report. It shows the service on the car as well as my obtaining title to the car following the auto financing being paid off, Carfax Case #******** but CARFAX has not corrected the record. Ive received only automated email responses and have had no access to a real representative. This delay has derailed travel plans Ive waited years to take, caused financial hardship, and affected my family. I need CARFAX to investigate and correct the false report immediately so I can move forward with my life.

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a theft record as listed on a CARFAX Report. To address the request, CARFAX's research team researched the vehicle's history along with the documentation provided by the customer and found justification to update the CARFAX Report. The customer received complimentary access to the updated CARFAX Report at the conclusion of the research process.

• Initial Complaint

  Date:05/02/2025

  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.

  Greetings. While at a car dealership, working through a deal to trade in our ***** Odyssey, my wife, and I recently discovered a false report on our Carfax record stating that we had been in an accident. I have tried to resolve this with Carfax through various means, but they insist that I provide them with evidence such as a police report, but because the event never happened, such evidence does not exist.Unfortunately, because of this false report on our Carfax record and my inability to remove it, the car dealership would not give us as higha trade value on the car as we deserved. I dont know what else to do to try to remove this from our record and workingwith Carfax has proven Unhelpful as it is impossible to speak to someone. They only deal through email and because I dont have a police report, they are dismissingmy request to have my Carfax report amended.We were unable to trade in the car and are now putting our vehicle purchase on hold until this situation is resolved. It is very frustrating that this is happening and that we seemingly have no recourse in the matter. The discrepancy in the trade value of the car is several thousand dollars, so I will be including that in the money youre disputing tab although we are not directly in dispute with Carfax over this ********* wife and I desire direct contact with a human being who works at Carfax, capable of assisting us, so that we can talk through this dispute and be able to work past this current barrier that has no workaround.

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to assist with this customer concern. **********************'s research team received a request to research an accident record for a CARFAX Report. To address the request, CARFAX's research team reviewed the CARFAX Report for the *** provided by the customer and confirmed there is no accident record listed on the CARFAX Report. Our support team provided the customer with temporary complimentary access to the CARFAX Report so they, too, could see that it does not contain any accident.

• Initial Complaint

  Date:04/25/2025

  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.

  To Whom It May Concern,I am submitting this complaint against Carfax for inaccurately classifying damage on my vehicle history report. The report labels an accident as causing severe damage, which is false and has negatively impacted my vehicles value and perception.The incident involved minor cosmetic damage to the rear, fully repaired by a licensed auto body shop. Parts totaled under $700, and no structural, mechanical, or safety systems were affected. I have submitted photos and a repair estimate confirming the damage was cosmetic only.Carfax refuses to revise the report unless the original police report is amended. However, the officer who filed it is no longer with the department, and no other officer can revise a report they didnt ********** is unreasonable for Carfax to rely solely on the officers subjective use of the word severe without applying their own standards, which state:Minor Generally, minor damage is cosmetic (including dents or scratches), may only require reconditioning, and typically does not compromise a vehicles operation and/or safety.This definition exactly matches the actual condition and repairs. The bumper was replaced, and nothing beyond cosmetic damage occurred. By any professional standardincluding Carfaxsthis was a minor accident.I request that Carfax amend the report to reflect minor damage. Refusing to do so despite verified documentation is unjustified, potentially defamatory, and continues to affect my ability to sell or trade the vehicle at fair value.I ask the Better Business Bureau to intervene and urge Carfax to report based on verified facts, not subjective, unreviewable police language.Thank you for your attention.

  Customer Answer

  Date: 04/30/2025

  Additional documentation provided via email 4/25. Final bill and final work order. 

  Customer Answer

  Date: 05/01/2025

  This case has been resolved. Carfax accepted the final repair work order and bill and adjusted to reflect minor damage. 

• Initial Complaint

  Date:04/24/2025

  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 have a vehicle that I own, which has NEVER been involved in an accident. Carfax stated the car was wrecked, and placed it in the vehicle report. I Was selling the vehicle and the buyer found it, and reported it to me and then the buyer backed out of the deal because of this inaccurate data. I now have all of the data required to PROVE BEYOND THE SHADOW OF A DOUBT that my vehicle was not involved in this accident, and this is provable through two verified police reports, however Carfax simply will not remove it, they keep denying my evidence and because there is no phone number to call and anyone to speak to, I am stuck in this loop of Carfax being unhelpful, and my cars resale value now plummeting, and IU am stuck with a car that nobody wants to buy due to inaccurate data.

  Business Response

  Date: 05/21/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research an accident record. 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 CARFAX Report by email.

• Initial Complaint

  Date:04/23/2025

  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 listed an event that did not take place on a report lowering the value of my vehicle. I have attempted to dispute this with CARFAX and was only told it was valid. CARFAX will not provide any supporting documentation and will not provide the name of the claimant. This directly affects the value of my vehicle which is significant.

  Business Response

  Date: 05/21/2025

  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 team researched the vehicle's history and verified that a record of damage was reported for the vehicle in question as occurring on, or around 05/15/2023. The damage is described as being minor in severity, which is usually considered cosmetic, including dents or scratches to the vehicle body. The damage is described as involving the front of the vehicle. To research the matter further, CARFAX's research team encouraged the customer to provide any ******************** documentation from around the timeframe. As of today's date, CARFAX has not received any additional information or documentation. Because the CARFAX Report contains the information that can be provided for the damage event, there is no new or additional information that will be provided.

• Initial Complaint

  Date:04/20/2025

  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 report incorrectly list vehicle as totaled. Not able to sell vehicle with incorrect Carfax report. Carfax will not respond to the incorrect report. Unable to call Carfax to correct error. Filed complaint to correct report as per Carfax website.

  Business Response

  Date: 05/21/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a Total Loss record for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and the documentation provided by the customer with their complaint, and they were able to find justification to update the CARFAX Report. The customer received complimentary access to the updated CARFAX Report by email with the response.

• Initial Complaint

  Date:04/10/2025

  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 false information about my vehicle. It is preventing me from selling my classic car and getting the correct amount of money for it. When I bought the car , the car fax was clean. Now Carfax is showing a total loss on my car. When I contacted Carfax, their explanation was that they didnt report the total loss on this vehicle for 16 years ! I have a clean title in my possession. If this car was a total loss I would have a salvage or rebuilt title, and I wouldnt be able to insure a salvage car. By law a total loss vehicle has to be reported to *** by the insurance company immediately. ********** has searched titles and junk and salvage for me with my VIN number. There are absolutely no records from any insurance company at any time reporting a total loss on my vehicle. There is no salvage or rebuilt title for my vehicle. The report on Carfax is false. I was also told by DMV Albany my proof and only proof that I need is my clean title. Carfax refuses to accept the way the laws work and they refuse to remove the false information that is preventing me from selling my car. They should be held accountable for this. As I see on BBB there are many complaints and bad reviews for Carfax. Maybe it is time Carfax be investigated for their inaccurate information. They are making money off of their Carfax reports and hurting the consumers who are losing money on vehicles that are worth way more than what they can sell for because of their negligence. I have already contacted *** Attorney General and my **************** Carfax refuses to comply with the removal of the inaccurate information . It is time WE the consumers are protected from this type of business practice.

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to assist with this customer concern. ********************** received a request to research a Total Loss on a CARFAX Report. The customer indicated they purchased the ******************** in 2016 and refers to a CARFAX Report from 2007. To address the request, CARFAX's research team researched the vehicle's history and verified that the vehicle was reported as a Total Loss. Because the Total Loss was verified, it will remain on the CARFAX Report. To be clear, a Total Loss is not a title brand, and a title brand is not always issued when a vehicle is declared a Total Loss. It does not appear the vehicle owner purchased a CARFAX Report prior to purchasing the vehicle, which would have alerted them to the Total Loss. CARFAX always recommends that a CARFAX Report be used as an important tool, along with a thorough test drive and an inspection by a qualified mechanic, when making a decision about a used vehicle purchase.

  Customer Answer

  Date: 06/06/2025

  [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: 23189410
  
  I am rejecting this response because: Carfax rules are incorrect !! The **** for insurance companies are to report a Total Loss Vehicle to Motor Vehicle immediately,,, the next process is there IS a title brand issued. If the car was deemed a total loss, a Salvage title would be issued. If the owner at the time decided to keep the vehicle and have it repaired , it would then have to be inspected and a Rebuilt Title would be issued. Motor Vehicle does not give Carfax information, which is why Carfax does not have the correct information about my vehicle. Carfax claims they have verified this so called Total Loss but they have nothing to back it up. I ,,, have a CLEAN TITLE. Which again,,, is ALL THE ***** THAT I NEED !!!! Carfax has an abundant amount of complaints. Almost all concerning WRONG information on their website about vehicles. Also,,, as I said before a total loss vehicle which would have a BRANDED title , would not be eligible to be insured any longer. So I dont care what Carfax keeps telling me about a branded title ,, they are incorrect, they have no proof of anything, and with all the complaints on BBB this company should be investigated. 

  I already did my research and went thru my congressman, Motor vehicle, and ****** . Carfax response is not an acceptable answer at all !!! Its not up to Carfax to change the ****. 
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/07/2025

  I would also like to add in response to Carfax ,,,,the total loss Carfax is  claiming to report happened in 1997. Carfax did not report it on their website until 2013. Again, that is not how a total loss is recorded. It would have been recorded in 1997 from the insurance company directly to motor vehicle. This vehicle would have a salvage or rebuilt title. Also proving that Carfax does not get their information from motor vehicle, because if they did , it would show a clean title on this vehicle with no total loss EVER recorded in ANY year. The amount of complaints and amount of bad reviews just goes to show you their information is NOT correct. This complaint is not about it not being on a 2007 report. The complaint is about wrong information being on a Carfax report period !!!! Carfax is not owning up to their false information. Also in response,,, this car was looked at by a mechanic and auto body mechanic with no red flags of any kind, but Carfax still insists they have verified it. Prove it, and to put false information on a Carfax after *********************************************** correct !! Doesnt work that way by LAW !!!

• Initial Complaint

  Date:04/09/2025

  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.

  On 4/4/35 I had a carfax show a branded title on my new vehicle. I contacted the South Carolina DMV the same day and the issue was resolved. I was told it may take carfax 24 hours to update their records but I wanted to contact carfax to make sure they could update the report asap so I can trade the vehicle. (The dealer will not do the trade until carfax updates report showing title is not branded.) Carfax has no ***** customer ********************** numner so I filed the issue online on 4/5/25 and was given a case #******** and was told a case manager would be assigned and contact me. Being that time is of the essence, and every day I am paying interest on the loan on my vehicle I want to trade, I tried again 4/8/25. Auto reply with same message but case #********. I also emailed SCDMV to verify again the title was not showing up as branded and they.comfirmed. At this point, carfax is holding this deal hostage with ZERO customer ********************** or correspondence. I would expect they would be a bit more responsive since online correspondence is the only medium they use to resolve report issues. I am still accumulating the interest cost vs. the agreed upon trade amount will ultimately request the final sum, I currently calculate $36.84 @ $12.28 per day for 3 days (assume correspondence made 24 hours and issue resolved 4/7//25. If they cant be contacted by phone, they should be required to respond with a reasonable time frame..or at least 24 hours. I have attached emails from carfax, scdmv, and the carfax report.

  Business Response

  Date: 05/21/2025

  Thank you for the opportunity to assist with this customer's concern. ********************** received a request to research a title brand record for the vehicle in question. To address the request, CARFAX's research team researched the vehicle's history and the 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.

• Initial Complaint

  Date:04/09/2025

  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 posted a misleading ad online from the ************************** website. The Tesla as shown from the attached file is being sold for the price amount of $1937.00 but when I called the dealership today 4/9/2025 9:44Am they quoted $31,000.00 which is way beyond misleading to car shoppers. I would like to get compensated for this inconvenience, I almost took a leave from work today to purchase the car. It is so misleading and embarrassing. Thanks

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to assist with this customer concern. All ******************** details on CARFAX's Car Listings, including the price, are entered by the seller.. We are sorry to hear that a seller may have listed an inaccurate price on their listing and would like to look into the matter further if the customer would like to provide the dealership name and VIN for the listing. The customer may send this information in an email to *********************************** However, we do not offer compensation for matters such as these.

  Customer Answer

  Date: 06/11/2025

  [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: 23181097
  
  I am rejecting this response because: Be wary of your advertisement that can misled someone, If your company does not want to look stupid, buyers does not want that too. It was such an inconvenience and misrepresentation. ***************** must be a must and review all postings before it goes online. Peoples time are valuable. 
  
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/02/2025

  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.

  The mileage in the history ***ort was inaccurate which was shown to me from a dealership that wanted to purchase my vehicle but couldn't until Carfax corrected it. I was advised to fill out an online form through Carfax about the inaccurate info March 16, 2025. I was also informed by the dealership to contact the company where the inaccurate info came from. March 17, 2025 I called Clean Air Car Check the source for the inaccurate info. It was showing ****** for mileage March 17, 2022 then 8000 for mileage March 18, 2022, ***** miles lower the very next day. It was obvious the emissions site tester added an extra zero for that first entry & the mileage was rounded off to the nearest thousandth for that second entry which both are higher than the current mileage 3 years later. The big problem for dealerships was the large *****. I talked to Eve a customer ********************** *** for Clean Air Car Check ************ & the impossible inaccurate info was corrected in about 5 minutes. She faxed the corrected info to Carfax March 18, 2025 & again March 27, 2025 because I requested her to do so when I kept receiving the same type of email from Carfax (we are still researching). I just received that same type of email Monday March 31, 2025. If they know where the inaccurate info came from & have been faxed the corrected info what is there to still research? A few dealerships want to buy & I want to sell but because of Carfax not wanting to show the facts instead of impossible inaccurate info no deal with dealerships can be made. The *** is *****************, I'm sure consumers who purchase ***orts don't want to pay for inaccurate info.

  Customer Answer

  Date: 04/23/2025

  I had filed a complaint #******** against Carfax Inc recently. Today I was sent an email informing me they corrected the mistake in my vehicle's history report. The issue with that company has been resolved already. Don't know if you can end the complaint process but just wanted you to know they did correct it & apologized for taking so long so all is well now. Thanks for what you do to make things better