We recently ran a CarFax report for a truck we were privately selling. We purchased the truck new and it has been extremely well maintained.
We have all maintenance and repair records. The CarFax report indicated that in 2016 there was "damage" reported, but didn't reflect who the source was or what was damaged. We sent an inquiry to CarFax about this entry as the truck has never been damaged. They emailed back saying that the "CarFax Data Research Team" indicted that the report was correct.
However, they could "not release details due to source confidentiality." Emails went back and forth wherein we contested the entry. As the owner of the truck, we contended that it was inappropriate (and should be illegal) for CarFax to withhold information about our private property (especially when it negatively affects its value). CarFax steadfastly refused to provide any information and said that we could submit any receipts, invoices or other paperwork for them to review. We unsuccessfully tried to impress upon CarFax that it's ridiculous to keep asking for paperwork related to their entry when we dispute it's accuracy - there aren't any receipts or invoices to submit - the vehicle has never sustained any damage!
We even emailed CarFax's legal department regarding them playing "hide and seek" with the source and description of the alleged damage. Their legal department's response followed their "party line," and they said we could submit documents for their review. Their absolute refusal to identify the source (so we could determine if the report was accurate) or at least what the damage was doesn't help the consumer, seems to violate an owner's rights, and should be illegal.
If you look online, there are hundreds of complaints against CarFax and their policies. We will never pay for a CarFax report again and would strongly encourage others to not use their service as their policies seem unethical and should be illegal.
Product or Service Mentioned: Carfax Vehicle History Report.
Reason of review: Poor customer service.