Complaint / Review
Carfax.com
They accused me of fraud and didn't reinstate my account after I gave them proof of innocence!

I purchased the unlimited Carfax reports for a month for $39.99. After ordering numerous reports as preparation on the day before a local impound auction, I got this message while trying to log in-

"Your account was temporarily paused due to an unusual volume of activity. To ensure proper usage and security of your account, please inquire with us by email at [email protected]. Please contact us from the email address matching this account. Your cooperation in this request is appreciated."

Two hours after I sent an email asking how to reinstate my account and explaining my situation, I received this reply -

"Hello Jim,

What auction are you attending?

We appreciate your purchase of the 30 Day Unlimited service. CARFAX monitors all service usage per our purchase terms and conditions. Based on current usage of this account, it was paused to ensure it is being used solely for personal use.

VERIFICATION:
A brief explanation and verifiable support of your personal use of this service is being requested. Please provide the associated vehicle advertisement listings for the following vehicles recently ran through your account:

03-10 01:14 pm ja7fl24w6mp028083 1991 mitsubishi mighty max/s
03-10 12:58 pm jm1na3517m1236277 1991 mazda mx-5 miata
03-10 12:46 pm 1j4fy29p5vp428119 1997 jeep wrangler se/tj se

If you have been researching vehicles for sale online, please provide the link to the online sales ad for the vehicles listed above. (For example, links to the ads found on such sales web sites such as www.autotrader.com, www.craigslist.org, or a specific dealer's online inventory listing.) If these vehicles were not researched online, please provide details as to where these vehicles are listed for sale, or how you came about researching them.

REINSTATEMENT:
Your issue is given the highest response priority as we understand the importance of using your account. We will swiftly respond to your submission of the requested information and upon reactivation, add additional service time above any delay caused by this process.

Thank you for your cooperation and understanding."

I immediately sent them the information they requested, including the links to the auction and vehicles in question. I provided this information 10 minutes after they requested it, and after waiting more than 3 hours since providing the evidence (a total of 5 hours since they locked me out and responded to my first email), they still haven't reinstated my account.

Unfortunately, "all service is provided via email.inquiries are typically responded to within 8 business hours Monday through Friday, 9 A.M. To 6 P.M. Eastern."

So much for their "highest response priority" and "UNLIMITED CARFAX REPORTS." What a ripoff.