Complaints

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I tried to sell my car today, and can't because autocheck is showing that there is still a lien on mycar from the PREVIOUS owner. That old lien has been closed since 2016. This false information being displayed is making it so I am unable to sell my car to any reputable dealer in my area. Contacting them to get the issue resolved has been nearly impossible.

  Business response

  05/12/2023

  Hello ******,

  Good morning,

  You are confirming there is an active lien on the vehicle which started on 03/10/2017, that is the same information we show on our report and the lien was reported by the ** ***: 

  03/10/2017 ************ ****** Motor ************* Title(Lien Reported)

  Now, any past lien information always remains on the history reports as part of the historical records of the vehicle but it does not mean those past lien records are still active, here are the historical lien records we have on file: 

  12/21/2015 COLORADO SPRINGS, ** ****** Motor ************* Title(Title #:04B822986) (Lien Reported)

   01/21/2016 COLORADO SPRINGS, ** Motor ************* Title(Title #:04B822986) (Lien Reported)

  On our reports there is nothing really that clarifies if a lien is active or not because there is not really a way for ** to know that as we do not work with financial institutions to review lien information, as a data repository company, we just show the information that gets reported by the *** and other data sources however, if you are saying there is currently a lien on the vehicle with ********************* that means the liens that were reported in the past have been satisfied as ************ will not finance a vehicle that has an active lien with another financial institution. 

  We are not really doing anything from here to prevent you from selling the vehicle, we just provide the vehicle history reports to companies and businesses and they have their own policies and regulations when buying a car from a customer. 

  On our report there is nothing that says the liens that were reported in the past are still active so there is not way they can say they are getting that information from us. 

  Sincerely 

  Autocheck customer support. 

   

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to draw your attention to AutoChecks incorrect odometer report which halted the execution of my car sale. Dispute Details:AutoCheck Report - ******* on April 29, 2023 Actual Odometer ****** (Evidence - Authorized Car ********************* dated April 29, 2023)Discrepancy of ******* Miles between the actual and AutoCheck data. Both on the same day!! Evidence to prove AutoCheck is reporting incorrect data (Attached past 2 years Service/inspection records)1.April 29, 2023 Odometer ****** (Source - Authorized Car *********************)2.February 11, 2023 Odometer ****** (Source - State Vehicle Inspection Report)3.January 28, 2023 - Odometer ****** (Source - Car ************** 4.March 26, 2022 - Odometer ****** (Source - Authorized Car *********************)5.April 26, 2021 - Odometer ****** (Source - State Vehicle Inspection Report)6.March 12, 2021 Odometer ****** (Source - Authorized Car *********************)New mileage reported by AutoCheck during the past week of additional ******* defies fundamentals/logic that is reasonably possible.1. State vehicle Inspection Odometer reading of ****** recorded on February 11, 2023 (Official state government record). To get to ******* miles between Feb 11, 2023 to April 29, 2023 (date reported by AutoCheck), the car should have been driven ~**** miles/day during these past ~80 days i.e. driving 24 hours a day constantly non-stop at an average 60 miles/hour !!2.Car purchase offer dated April 19, 2023 was based on Odometer at about ~****** miles. ************* this offer used AutoCheck. To get to ******* miles on April 29 (as reported by AutoCheck), from the ****** miles on April 19 (also verified to be true by AutoCheck) the car should have been driven ~****** miles/day in 10 days!!In reading similar reviews, it is concerning such big mileage discrepancies exist in AutoCheck records. Is there possibility our data is being misused/misrepresented while using AutoCheck services?

  Business response

  05/03/2023

  Hello ******,

  Good afternoon,

  We apologize for any inconvenience that this may have caused you, as a data repository company, we receive data from the different authorized sources that we have, and the data is added on the reports as we receive it, this means we did not really put anything on your report intentionally to affect the value of your car, the data entry in question was reported by an independent data source. We are open from 8 am to 5 pm central standard time and can be contacted via email or phone to assist with any kind of questions or concerns including mileage correction requests, so would have been more than happy to help you at the time of the issue. Now that you are contacting **, we will be more than happy to assist you with the mileage correction. 

  The mileage correction has been completed, the incorrect mileage entry has been removed. 

  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.

  Sincerely

  Autocheck Customer Support. 

   

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to sell my vehicle on 1/27/23 and was informed that Autocheck was reporting a possible odometer rollback or tampering due to the reported mileage on the vehicle. I discovered that apparently there was a mistake made on my title when the state issued it in 2016 where they missed a digit. I handled things w/the *** and they issued a corrected title with the mileage that should have been on it. Autocheck is refusing to take off the possible odometer rollback on the report, stating that the *** put the mileage that it was back in 2016. Ive had extensive conversations its the *** department that handles the titles and they stated that the title is clean, on their official databases, it comes up clean, there is no odometer rollback and that is how the title gets corrected, they correct and reissue it based on the records they had/mileage that was supposed to be on the vehicle title in the first place. I find it very interesting to read about other complaints where people are dealing with the same issues with Autocheck reporting incorrect information. This has already cost me thousands of dollars, as the value of my car has been reduced due to the time it has taken to try and get this resolved. Due to Autochecks incorrect report, these companies will only offer me 1/2 what my car is actually worth.

  Business response

  04/26/2023

  Hello ********,

  Good morning,

  The mileage correction has been completed. 

  The rollback flag has been removed from your Autocheck report.

  Sincerely

  Autocheck customer support.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  VIN: ***************** There is an accident reported incorrectly on the AutoCheck report for my vehicle. It states, "Collision with Another Vehicle(Case #:36934109)" on 10/11/2017, in ***** COUNTY, ** - Data ****** *************** This information is not correct. I purchased the vehicle in April of 2017 so I owned it on the date of the alleged accident, and I have never even driven my vehicle in the *****************. I have called several police departments in ** to no avail, given the limited information of ************* in ***** COUNTY, **." I was told by an agent at AutoCheck that this information was verified on ***.gov, but they would not provide me a copy of the report to prove it. This information is not on my CarFax report, only AutoCheck. When I spoke with the agent, he later advised that maybe there was a typo on the **** but why would he say that if this information was supposedly verified? If that's the case, what exactly was verified? Being verified means someone combed through every single detail, line by line, character by character. This report is no longer available on ***.gov because it is more than 4 years from the date of the incident. Please provide a copy of this police report to prove this information is correct, or remove it from the AutoCheck report. This is incorrect information is costing me a huge loss in the value of my vehicle.

  Business response

  04/19/2023

  Hello *******,

  Good morning,

  We understand the whole situation and apologize for the inconvenience, initially the accident report was showing on the ** website but it has been removed because it has been a few years now so we do not have access to it. Also we know in the *********** state agencies report the data by the plate numbers so there is a chance the previous owner had an accident with their old plate and then it was reported to your VIN number in error. 

  In this case we will be removing the accident from the report based on all the different factors found and the correction will be completed today no later than 5 pm central standard time.

  Sincererly

  Autocheck customer support. 

• Initial Complaint

  04/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used car in 2021. One main factor in my choice was the AutoCheck report that said the vehicle had never been in an accident. I stay away from cars that have been in an accident previously.I am in the process of trading in my car and the dealer I went to ran a CarFax report that showed my car had been in 2 accidents prior to my purchase. This has affected my trade in value by several thousand dollars. I believed it was accident free until the dealer showed me the CarFax report and would have chosen a different Acura MDX if I had the true information in the first place..

  Business response

  04/12/2023

  Hello *****,

  Good morning,

  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. Accidents are usually reported by different types of sources, for example police departments, state agencies and independent data sources such as service centers, body shops and dealerships. Not all accidents are reported to Autocheck and Carfax and this is part of the terms and conditions of both companies. The reason for this is because we are data repository companies, which means the data we show on the reports depends on the data sources that we have and there are various independent sources ( such service centers and private body shops) that only report their data to one company or the other, this is why as consumers, it's everyone's responsibility to get a copy of both history reports and even to have the vehicle inspected by a mechanic prior to purchasing it. 

  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. 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.
  
  Please understand that per our terms and conditions, we are not liable for those instances and our Buyback protection policy does not apply to accidents. 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 www.autocheck.com. 

  Sincerely

  Autocheck Customer Support

  Customer response

  04/12/2023

  Sorry.  Your argument seems invalid to me.  First accident was 8/29/2018.  If your system can't check back over 2 years from a reported accident you should stop offering your services for they are worthless to potential buyers.

  Business response

  04/18/2023

  Hello *****,

  Good afternoon,

  We are very sorry you feel that way but this information is part of the terms and conditions of both companies, not all accidents are reported to Autocheck and Carfax, if the record shows on one report and not on the other is because it was reported by an independent data source that only reports data to one company. This is why it is the consumer's responsibility to get a copy of both history reports and even to have the vehicle inspected by a mechanic prior to purchasing a used vehicle, this recommendation is also on the website as part of the terms and conditions of both companies. 

  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, 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.

  Please understand that per our terms and conditions, we are not liable for these instances. For more information, please go to AutoCheck.com for a complete list of frequently asked questions and to review the terms and conditions. 

  Thanks

  Autocheck customer support. 

   

  Customer response

  04/18/2023

  Sorry, but I do not accept your generic response.  If you can't guarantee the accuracy of your reports, why are you in business to help people know the history of the cars they are purchasing? 

  I will leave my claim open.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

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

*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. ↩