Complaints

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incorrect Damage Record on AutoCheck Report for Vehicle *****************, ***** CX-5 2020 Dear Better Business Bureau,I am writing to file a complaint against AutoCheck for a significant error found in a vehicle history report and their subsequent lack of customer service to address and rectify this issue.The vehicle in question is a ***** CX-5 2020 with the Vehicle Identification Number (VIN) *****************. The AutoCheck report for this vehicle erroneously states that there was damage, a repair, or an accident that took place on January 18th, 2023. I can assure you that this information is incorrect. There have been no such incidents involving the vehicle that could lead to this claim. The inclusion of this erroneous record is impacting the value and marketability of the vehicle negatively.Upon discovery of the mistake, I contacted AutoCheck's customer service in hopes of rectifying the issue. Unfortunately, I was met with an absolute lack of professionalism and courtesy. There were no managers available to address my concerns, and I was told that one would contact me within 2-3 days. However, this did not happen. Furthermore, multiple customer service representatives hung up on me and refused to provide their employee identification numbers, thereby shielding themselves from ************************************* has not followed its own established timeline for dispute resolution, leaving me, the customer, at a disadvantage. This entire process has been highly frustrating and distressing.The derogatory information in the report is false and is causing me undue harm. I am prepared to take legal action if this situation is not promptly and properly corrected. I kindly request your intervention to resolve this matter and urge AutoCheck to correct the vehicle history report for the aforementioned VIN and uphold their duty of providing accurate and reliable information.

  Business response

  08/04/2023

  Hello Pouya, 

  Good morning,

  We apologize for any inconvenience that this may have caused you, there are some cases that take a little longer than usual to be resolved however, your case has already been closed and resolved, after further investigation the record in question has already been removed from your Autocheck report. 

  Thanks
  Autocheck Customer Support. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to sell my vehicle at CarMax and realized that my title had a false brand due to data entry errors upon purchase of my 2020 ******* Sonata Hybrid. I got the dealership and the ******** ********************** to fix the issue. I provided that documentation to CarFax and had it corrected in the history report in less than 24 hours. I provided the same documentation to AutoCheck, however has been sitting on the case for over 72 hours and are not doing anything to resolve the situation. I've called 3-4 times, to try to push the case along, as my deal for a vehicle (that I've waited 2 months on) hinges upon this trade. 3 of the times I talked to Loana, who refuses to help or look at the documentation that I provided. She refuses to do anything but email the *** which will not provide the requested info because it doesn't exist. My car was never titled in **. She refuses to call the *** or to look in the database everyone uses, NMVTIS, which the *** said was correct. After refusing to put me through to her supervisor, she was super rude hung up the phone on me.

  Business response

  08/01/2023

  Hello *****,

  Good morning,

  We apologize for any inconvenience this may have caused you, we will expedite your case and get back to you with a resolution as soon as possible. 

  Thanks

  Autocheck Customer Support

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my car ***** CRV 2019 brand new from a dealer in ***********. There was an error during registration in ************** (December 2021). I clicked the wrong box: I CERTIFY THAT TO THE BEST OF MY KNOWLEDGE THE ODOMETER READING REFLECTS THE AMOUNT OF MILEAGE IN EXCESS OF ITS MECHANICAL LIMITS. The *** is *****************. This error resulted in my title being label as BRANDED by the **** When I became aware of the error, I went to DMV in July 3rd and the error is fixed. Carmax updated the car history accordingly. However, Experian autocheck is reluctant to fix the error on their system. As a result my car is worth half of its value. I went to many dealers to trade it. They offered $13K for a car worth $26K. They made it clear they got the records from autocheck (Salvage title).

  Business response

  08/01/2023

  Hello *******,

  Good morning,

  Thanks for sending the copy of the ** title and the email letter from the ** DMV, the correction has also been processed on our end and it's already reflected on your Autocheck report. 

  Thanks

  Autocheck Customer Support. 

  Customer response

  08/02/2023

  
  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,
  
  ******* Vital
  
   
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Carmax to sell my car and was given a report from AutoCheck that my car was in an accident with moderate damage so I contact Autocheck and was told to contact the *************** police department. I spoke to ************ police records **** they was not able to find such accident on that day with my vin. They advice me to ask for location and drivers involved in that accidents to further investigate. Went back to Autocheck they said that the information was confirmed by their internal source with the police **** and will not provide location and drivers involve with the accident. Worth to mention I send Autocheck the lenghthy emails between Carfax and myself because they reported the same problem but after investigate ****** had make correction. I also send Autocheck snap shot of the ************ police showed no crash information was found with my vin on that day. Fyi my car was parked in a secure lot in ********* cruise terminal while we was on vacation with the only key.

  Business response

  07/21/2023

  Hello ****,

  Good morning,

  We just spoke to the reporting police department at ************* and they confirmed they put the wrong VIN number on the police report, they confirmed the accident happened to a different person and a different year, make and model of the vehicle. 

  The accident record in question has been removed from your Autocheck report. 

  Thanks

  Autocheck Customer Support. 

  Customer response

  07/25/2023

  
  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

  06/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  06/22/23 Wish I had checked the Better Business Bureau first!The information this company supplies is free from any dealer across the country. I believe that two employees from this company are contacting people who place their cars for sale on Auto Trader requesting this report. And if you don't get the report they continually tell you that they will not buy the car without it. In my eyes, this is a scam that is going on with people trying to sell their automobiles. I have never heard of this company before until I listed my *********** Trader. I have requested a refund and we will see how that goes.

  Business response

  06/28/2023

  Hello ****,

  Thank you for contacting Experian Automotive. 
  
  We were unable to find any active subscriptions or charges in our system with any of the information you provided. 
  
  To better assist you, please reply with the information below:
  
  Did you use a different email address? 
  Do you have an order/transaction ID number? 
  For how much was the charge made? 
  Can you please provide the last four digits of the credit card used to make the purchase? 
  If you used a PayPal account, can you please provide the email address used or PayPal Transaction ID?

  Also keep in mind Experian Autocheck does not call anyone to sell reports, also we do not help dealers or consumers sell vehicles, there is a chance the charge you got came from a different company, we suggest you check your email and see if you got a confirmation from Autocheck, also check with your financial institution to get the merchant name to make sure where the charge came from, if the transaction does not say Experian Autocheck it means it did not come from us and we do not have anything to do with this problem. Your financial institution should be able to assist you further, if you believe the charge is related with our company please reply with the details above so we can check again but so far we do not see anything in our system with your name, phone number or email address. 

  Thanks

  Autocheck Customer Support. 

   

• Initial Complaint

  06/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I listed my vehicle for sale on Autotrader and was provided an Autocheck report that indicates an accident on the vehicle. This is incorrect information and is prohibiting me from selling the vehicle. I purchased the vehicle from a big name dealership in ********** in September 2022. At the time of purchase, I was provided a Carfax report that indicated no accidents, a dealership inspection that indicated no accidents, and a third-party shop that visually inspected the vehicle and did not report any accident damage. The Autocheck report claims an accident occurred in *******, however records show that the vehicle was based in ********** at the time. There is also no indication that any repairs that have been performed.

  Business response

  06/08/2023

  Hello *******,

  Good morning,

  We are currently investigating your case, seems the record in question was reported by an independent data source such as a body shop or private service center that only reports data to Experian, that's the reason why the record is not showing on Carfax. The record in question could not be necessarily related with an accident or collision between 2 or more vehicles but it could also be related with a repair that was done to the vehicle and the body shop filed a damage report against the *** number. 

  We just contacted you via email to let you know you can provide the inspection or condition report from the dealer for further investigation. 

  Please reply to our last email with the information requested and we will be more than happy to re-submit the record for investigation to our source for a possible correction.

  Thanks

  Autocheck customer support

• Initial Complaint

  05/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AutoCheck was informed that they were selling incorrect information on my car, and they sent me an email response saying that it wasn't their problem.I previously informed them that they were reporting an incorrect purchase price and incorrect purchase date. I informed them that I had the original receipt to prove it.

  Business response

  05/30/2023

  Hello ****,

  Good afternoon,

  First we want to apologize for any inconvenience this may have caused you. 

  We were reviewing your case and wanted to explain to you our vehicle history reports do not really show the purchase date or purchase price of a vehicle. Most likely you are getting or seeing that information on a 3rd party website that uses Autocheck however, Autocheck is just a vehicle history report, it does not show or specify the purchase date or price of a vehicle. 

  What our service does show is the ownership history based on the title events reported by the **** on the report we show the vehicle has been owned since 01/29/2016 and that is the same information that was reported by the ** DMV as you can see on the title event below: 

  01/29/2016 *******, ** 10 Motor ************* Title
  Registration Event/Renewal

  A vehicle is legally considered owned or used once it is titled or registered with the state DMV regardless of the date it was purchased however, as mentioned before, Autocheck does not specify purchase date or the purchase price on any vehicle history report so most likely you are getting that information from a 3rd party. 

  Hope this clarifies your concerns

  Sincerely

  Autocheck Customer Support

  Customer response

  06/05/2023

  Well, not exactly.

  From the Virginia DMV website:

  A title (also called a title certificate) establishes the legal owner of a vehicle and has important information on it, such as the vehicle identification number (VIN), date of manufacture, and make and model.
  Title vs. Registration
  A title proves you own the vehicle.

  and from the title document itself:

  The department of motor vehicles, ************************, hereby certifies that an application for a certificate of title has been made for the vehicle described hereon... the applicant named on the face hereon has been duly recorded as the lawful owner of said vehicle...

  Clearly the title document "establishes" me as the owner on 29 January, it simply is silent to who owns the vehicle on a prior date. Certainly, the dealership would consider me the owner if I had been in a car accident prior to 29 January, since I paid cash and took possession.

  Regardless, you are silent to the original accusation that you are selling incorrect information on purchase date and price, please admit or deny.
  

  Business response

  06/08/2023

  Hello ****,

  Good morning,

  Autocheck is a vehicle history report service, we are not a vehicle monitoring system that will tell you every single detail regarding what happened to the vehicle even prior to being titled or registered for the first time, this is why our report does not show the purchase date or purchase price of a vehicle at all, as mentioned before, our report only shows the ownership history based on the title events reported by the **** if you look at the official Autocheck report for your VIN you will see there is absolutely nothing on it that says "purchase date" or "purchase price", as mentioned before you are probably seeing that information on a 3rd party website that uses Autocheck through a 3rd party integration. 

  Please provide screenshots of our official website or product showing the information you are describing to support your claim. 

  Thanks. 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been assisting my mother with the sale of my father's truck who recently passed. The odometer reading was recently updated at the *** and the buyer stated that CarFax reflected the update but Autocheck did not. The buyer would need both to reflect the same reading in order to purchase the truck. I've reached out as well as my mother and husband trying to resolve this issue and the only response we get is to send them a picture of the front and back of the title. This, of course, cannot happen as there is still a lien of the vehicle and we do not have the title. Autocheck now does not respond to emails or calls. I have asked repeatedly what is a typical timeframe of when their database interfaces with *** and updates its records. NO RESPONSE. This is costing ** a valid offer and impeding the sale of the this vehicle. I/we have done everything by the book and we are still left in the cold.

  Business response

  05/31/2023

  Hello *******,

  Good afternoon,

  We apologize for any inconvenience that this may have caused you. 

  We are currently investigating your case and will get back to you with a resolution as soon as possible.

  Just to make sure, can you please confirm that the *** number on the vehicle in question is *****************? please advise. 

  Thanks

  Autocheck Customer Support

• Initial Complaint

  05/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Regarding Autocheck Case # ********, VIN # ***************** Autocheck indicates that my vehicle is leased in ********** instead of owned in ********. This seems to be a response to recent data from California DMV indicating: - 12/09/2022 CA Motor ************* Registration; Event/Renewal(Leased Vehicle)- 12/12/2022 CA Motor ************* Registration Event/Renewal(Leased Vehicle)However, this is how CA DMV communicates a change of address in their system, and does NOT indicate a change to the vehicle title from ******** back to **********. Nor did I start leasing my vehicle after owning it in ********. I confirmed that ********** does not indicate that my Title is in ************* calling a ********** DMV representative.To correct Autocheck's error of interpretation, Autocheck demands that I email or fax a copy of my Vehicle Title. However, they do not provide a secure interface for sending the information, nor do they provide a mailing address for postal delivery. I don't have access to a fax machine, and shouldn't have to buy one to correct the error by Autocheck.I would be willing to mail a copy of my Vehicle Title to a postal mailing address or send via secure online communications (not via email, which is not secure).Autocheck has written that I may send a letter from the California DMV indicating that California DMV made a mistake. However, ********** did not make a mistake; Autocheck made a mistake when interpreting the change-of-address data from California DMV.

  Business response

  05/24/2023

  Hello *****,

  After further investigation we were able to confirm there are no active leases on your vehicle staring on the date 06/03/2014, so all those lease records have been removed from your Autocheck report. 

  On the other hand, we will need a copy or picture of the title to continue with the verification process as the *** also reported a lien on your ** title dated 10/7/2012. 

   Remember when a lien is satisfied the owner of the vehicle has to apply for a new title solely under his name so that the new title is eventually reported without the lien, if the title that you have still shows the ************************* information somewhere is because that title is still associated with the lien record. If you do not see the ************************* information on your title anywhere please send ** a copy or picture so that we can continue with the correction process. 

  As far as you saying that sending the title via email is unsecure, please remember almost all reputable companies use email as a secure method of communication, we receive documents from all customers every single day so as long as you send the title to the correct email address of **************************************** there will not be any security issues. Also I believe through this BBB platform you can also attach the copy or picture of the title or you can put a watermark on the title before sending it if that makes you feel more secure. Also our fax number is ************. If you still do not wish to send the title,  we have opened an investigation support ticket to verify the record directly with the *** to go the extra mile for you to try to help you and we will get back to you as soon as possible within the next 3-5 business days. We apologize for any inconvenience this may have caused you.

  Thanks

  Autocheck Customer Support

  Customer response

  05/25/2023

  I accept most of the response and have attached the vehicle lien letter by emailing **************************************** earlier today.  However, I reject some of the response because email is not a secure of communication unless the documents are encrypted that are emailed.  By default email is not encrypted.  Im saying this as an *** graduate.  It is possible for hackers to ***** on emailed communications en route to the destination, unless the documents in the email are encrypted.  Here is more information from a journalist on email and encryption:  *******************************************************************************

  Business response

  05/26/2023

  Hello *****,

  Good morning, 

  We understand and apologize again for any inconvenience that this situation may have caused you and thanks for the information you shared with us. 

  We received the title and have opened a support case and investigation to help you in correcting the records. 

  We will get back to you soon with a resolution. 

  Thanks

  Autocheck Customer support. 

   

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,This complaint is regarding the fact that Autocheck is selling false and misleading information about our family's vehicle. Specifically, the *** number is *****************, and the car is a 2012 ******* Accent Hatchback 4D SE. The car has ****** miles and you are incorrectly reporting *******. We received an offer that we believed is fair only to have the buyer walk away due to the inaccurate reporting that is incorrectly claiming the car has *******mi. The service history, emissions inspections, and the recent re-titling should be more than enough evidence to confirm the mileage is indeed accurate and the car only has ******mi. Thank you for taking the time to address our complaint here. We tried calling but just got no answers, long hold times, and no answers.

  Business response

  05/12/2023

  Hello ****,
  
  Thank you for contacting Experian Automotive.  
  
  The mileage correction has been completed. We apologize for the inconvenience, as a data repository company we receive the data directly from different authorized sources that we have and the data is added on the reports as we receive it. Just like a credit report sometimes the data sources make mistakes when they report the mileage, in your case the data came from an independent data source ( such as a body shop or service center) and perhaps they made a mistake when reporting the mileage. The incorrect mileage entry has been removed from your Autocheck report. 
  
  If you were trying to sell your car to Carvana or any other company please call them and ask them to run the Autocheck report again so they can see the updated report.
  

  Thanks

  Sincerely

  Autocheck Customer Support

   

  
  

  Customer response

  05/20/2023

  
  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.

  I thank autocheck for recognizing the error and correcting the report.
  
  Regards,
  
  ****
  
   
  

*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. ↩