ComplaintsforCARFAX Canada

• Initial Complaint

  30/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  After paying for a Vehicle History Report + Lien Check , I entered my vehicle VIN and was informed they could not provide the report. After 7 business days, numerous emails and several attempts to connect with them by phone, I still have not been refunded my purchase amount and no one from this company has reached out to contact me about this issue.

  

  Business response

  01/10/2024

  Hello ****,

  Thank you for contacting CARFAX Canada and for sharing your experience with us.

  We appreciate your patience in receiving a response during this busier than normal period of time. We have now responded to your inquiry through your CARFAX Canada Support Ticket ID - created once you emailed us.

  For further clarity on your ordering experience:
  

  CARFAX Canada's system and data networks are optimized for passenger cars & light trucks, manufactured 1981 - present, intended for sale in ************* and which use the approved North American passenger car/light truck VIN standards.
  
  You will not be able to order a report from our website for most other VINs that do not align with above criteria - though we do have a way to, internally, to process an order for VINs that do not align with the above criteria. For users entering VINs that do not align with modern day VIN standards, an error message does display. That said, we have shared this experience with appropriate teams so that they may explore opportunities to ensure greater visibility and/or clarity with that messaging in the future.

  Thank you again for contacting us, sharing your experience and your patience.
  

  
  

  

  Business response

  01/10/2024

  We are experiencing a higher than normal volume of requests through our ticketing system - which does include an auto response noting requests may **** * business days to be reviewed/responded to - and customer submitted requests 6 calendar days prior to submitting BBB complaint.

  Above said, we have found customer's transaction and have issued a refund as customer requested, as well as provided additional steps to further support their current needs.
  

  Customer response

  01/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution somewhat satisfactory to me. However, I will not be using this service again and will be advising any colleagues, family and friends to avoid this business.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  17/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Received CarFax report with erroneous odometer reading (about 11k higher). Filed request for correction immediately, did not hear anything for 10 days (beside automated email acknowledgement). Called the customer support line and reiterated the issue. 5 days later, still no corrected CarFax. Called again today only to be told they are still waiting for a 3rd party review. They delivered a subpar product and have taken an inappropriately long time to fix the issue. This product is of less value to me, as I am constantly having to explain the discrepancy to potential buyers. Selling a car is a time-sensitive issue and CarFax doesn't deliver a quality product on time. They also refuse to provide any kind of refund.

  

  Business response

  18/09/2024

  Hello *******,

  
  Thank you for contacting CARFAX Canada Support and for sharing your experience with us.

  CARFAX Canada reports are compiled from billions of data records, shared with us by thousands of participating data sources across Canada and the ***** reflecting all information reported to us by those sources as of the date/time a report is ordered.

  While our data sources are reputable within their industries and their data is tested for accuracy, errors can and do occur.  CARFAX Canada is proud to offer a dedicated team of professionals who can investigate data concerns.

  CARFAX Canada strives to complete all data investigations in a timely fashion - though the time it takes to complete an investigation can vary based on numerous factors.

  We appreciate your patience while investigation into a data concern was underway and we will be providing an update for you shortly - through your CARFAX Canada Support Ticket.
  

   

  

  Business response

  18/09/2024

  Due to a lengthier than normal delay in the investigation process, we have issued a refund for customer.  We have emailed them a copy of the refund receipt and will be sending them a directly reply through our ticketing/customer request system to further notify them that this was completed for them.

  Customer response

  19/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a "comprehensive" Report from this business and the report is lacking required information. To be honest it feels like a scam. I have contacted Carfax repeatedly about obtaining a report and their phone lines are closed and unavailable, and 3 days later no one has even acknowledged my service ticket. This so-called service they offer is to assist people either buying or selling a car, which is something that is generally done in a timely manner. I paid 70 bucks for a report and I want what was advertised. Please have someone contact me ASAP otherwise I will pursue this further to get my money back. I've attached a screenshot of the report that is incomplete. My car was registered in ******* for 10 years and only in ** for 4 months, but the report is inconclusive because I did not select BC when I ordered it. It does not show any info for AB, the province where it was registered for the majority. What a waste of money. Please contact me ASAP to get this resolved. If I need to pay more to add BC, that is fine. I find it utterly ridiculous that no one has contacted me after I put in a service ticket more than 3 days ago. Trying to sell my car and I don't have the comprehensive report I paid for. Very poor nonexistent customer service.

  

  Business response

  04/06/2024

  Hello *****,

  Thank you for contacting CARFAX Canada Support, and for your patience during this busier than normal period of time.
  

  Please note that CARFAX Canada reports are compiled from billions of data records, shared with us by thousands of participating data sources across Canada and the U.S.; reflecting all the information available to us from those sources as of the date/time a report is ordered.

  While we are the most comprehensive vehicle history reporting service in Canada, there may be other information about a vehicle that has not been reported to CARFAX Canada. For any information recorded by other businesses about the *** during time of your ownership of the vehicle, that has not been reported to us/does not reflect on Vehicle History Report(s) for your ***, we would recommend contacting those businesses to request documentation on file for your *** (i.e. service records, repair records, recall closure/action notices, etc...), and keeping those in a file along with the CARFAX Canada Vehicle History Report.
  

  And for vehicles with current/past BC registration - that would have likely had insurance coverage from the ********************* of **************** - ICBC can share available estimate, insurance claim and/or glass repair information with CARFAX Canada customers for an additional fee of $20.00 + tax. This Add ICBC Check must be included at time of purchase and cannot be added post-purchase.  To complete a check of ICBC's records for a *** post-purchase, either a new CARFAX Canada report must be purchased with the Add ICBC Check included at time of purchase, or an ICBC Vehicle Claims History Report can be purchased separately and directly from ICBC.
  

  In review of our records, it does appear that your purchase was completed through an authorized reseller. Please note that CARFAX Canada is unable to issue refunds for purchases of CARFAX Canada reports completed through authorized resellers as that purchase/transaction was completed through the reseller, not CARFAX Canada. Refund requests for purchases completed through an authorized reseller would need to be submitted directly, by the report purchaser, to that reseller.
  

  Customer response

  09/06/2024

   
  Complaint: 21794695
  
  I am rejecting this response because:

  It is a canned response, and does not address my complaint whatsoever. First of all no one can be reached by phone at Carfax, it took 3 days to get any sort of response. Secondly, the report I received is NOT comprehensive. You basically replied with a sales pitch about your product which tells me nothing considering I ordered the report and it's inconclusive. The car was registered in AB for 10 years, and in ** for only 4 months. I want a report that stipulates the specifics, i.e. no accidents for AB, the majority of the province in which it was registered. Otherwise I want my money back. Your report is a joke. As per the screenshot I attached, your report tells me ****. Please come back with a different resolution, yours is unacceptable. 

  
  Sincerely,
  
  *******************

  

  Business response

  12/06/2024

  Hello,

  CARFAX Canada is unable to issue refunds for reports not purchased directly from CARFAX Canada.  As your report purchase was completed through an authorized, third party reseller a refund request will need to be submitted - by the report purchaser - to that third party reseller for review and response in accordance with their policies.
  

  As noted in prior responses: Through our partnership with the ********************* of **************** (ICBC), CARFAX Canada customers can complete a check of estimate, claims and glass repair data for a VIN in ICBC's records. This is completed through the Add ICBC Check, for a fee of $20.00 + tax (the same cost as an ICBC Vehicle Claims History Report - available directly from ICBC's website). The Add ICBC Check cannot be completed post-purchase, and instead must be completed at time of order.

  To obtain a report that no longer contains language noting that ICBC data is not reflected on the report, a new report - which includes the Add ICBC Check at time of purchase - must be ordered either through CARFAX Canada or an authorized reseller. Alternatively, customers may also purchase an ICBC Vehicle Claims History Report to supplement their CARFAX Canada report - though through this solution, the CARFAX Canada report will continue to reflect language noting that ICBC data is not included on that report.
  

  

  Business response

  12/06/2024

  Hello,

  Had customer purchased their report through us initially - and not through a reseller - we would still require customer to purchase a new report, and one that included that Add **** Check information that is currently missing. And in doing so, once notified of that new report purchase we would issue a refund for the original purchase without question.

  As we've indicated to customer already, we are unable to issue a refund for a purchase completed through another merchant. And while the customer's vehicle may have only been in **************** for a short period of time - during which time it would have been required to have insurance coverage from **** - customer did not request the Add **** Check at time of purchase and as such, our report is noting that. We include this language on our reports to provide an additional layer of protection for used vehicle purchasers. Without this language, bad actors would exclude the **** Check in an effort to use our reports to pass off a damaged vehicle as having no damages.

  As noted to customer in response to their email to our Customer Experience Team: prior customers who have purchased through resellers and not included the Add **** Check in the past have followed the steps outlined to them by CARFAX Canada; and to best of our knowledge have not had their refund request through reseller partners denied. At this time, customer can still request a refund through the reseller without any further purchase and it is likely they will still get a refund from the reseller - though we cannot guarantee that. Through the full steps outlined customer would very likely get the refund of their original purchase through that reseller but would also obtain a copy of a CARFAX Canada report that no longer contains language noting **** data is not included.
  

• Initial Complaint

  15/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a "Vehicle History Report + Lien Check" from Carfax for $69.95 plus tax. The Carfax website says that the Vehicle History Report includes "Major accidents" "Frame and structural damage", "Hail damage", etc. (I have updated a screenshot of this webpage: ************************************************)*After* paying the $69.95 plus tax, there was a popup on the Carfax website that said for the report to include accident history from the ********************* of **************** would require an additional $20 fee. If I had know this initially I probably wouldn't have paid the $69.95 PLUS $20 for the report.BEFORE a customer pays for a "Vehicle History Report" the Carfax website should tell the customer that the report *will not* include accident history from the ********************* of **************** and that there is a $20 extra charge for this.It's like a sign saying "Ice cream $3.00" with a big picture of an ice cream cone. You pay the $3.00, and then the store says "Would you like a cone with your ice cream? There is an extra $1.00 fee for the cone."I demand that the Carfax website be revised to remove the false advertising, a refund of the $20, and an apology.Regards,*****************************

  

  Business response

  16/03/2024

  Hello,

  Thank you for contacting CARFAX Canada Support, and for sharing your experience and feedback with us.

  Please note that the Add ICBC Check add-on is optional (though recommended) and is only applicable to vehicles with current/prior ** registration history as only those vehicles would have any insurance history with *********************************************.
  

  The Add ICBC Check add-on is identified to customers prior to purchase when a *** is present throughout their order journey. Without a *** during that journey, our system is unable to identify that the vehicle of interest to our customers has current/prior ** registrations.

  Customers can purchase a CARFAX Canada Vehicle History report without entering a *** at time of order but to obtain a Vehicle History Report would be required to enter a *** to complete the redemption of their order (we use the *** to request/obtain vehicle history data from our sources). Once the *** is entered and our system recognizes that *** as having ** history, the prompt to include the Add ICBC Check would then appear.

  The Add ICBC Check is optional, though recommended for vehicles with ** history as it allows us to search ICBC's insurance records for that ***. Without the Add ICBC Check included, we can still search for other vehicle history information - incl. damage information available to us from other, non-ICBC sources; and if damage has been recorded for the *** from other, non-ICBC sources it would still appear on the Vehicle History Report.

  We can see that you also contacted us through our *************** and we have replied to your request via email. Should you have further questions/concerns, please do not hesitate to follow up with us directly at **************, provide us with your TICKET ID and a member of our Customer Experience Team and/or myself would be happy to discuss further.
  

  

  Business response

  16/03/2024

  Customer also contacted us through our Support Centre.

  Through that channel we have provided a more tailored, detailed response that was specific to this customer's experience and request.

  As part of that response we have confirmed for customer that requested refund has been issued as a one-time courtesy and that their order has been cancelled. We have also invited customer to contact us further should they more questions/concerns around this specific experience or to discuss their needs further so that we can level-set expectations/best ways to use our products/etc.... in the future.
  

  Customer response

  16/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  13/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used car fax to get lien, service, lost/stolen, accident, registration (inspection required, normal, non-repairable, rebuilt, salvage, stolen) data. The report came back with status of Normal under Registration. I purchased the car for $3500. I found out there are OEM parts available from GM for this car, so it was falsely represented by Carfax. I called Carfax and complained on Mar.13/2024 and they said their platform isn't at fault and I disagree. I paid for this service to help with my decision and the report said it was good and now I have an expensive Carfax mistake.

  

  Business response

  14/03/2024

  Hello,

  CARFAX Canada reports are compiled from billions of data records, shared with us by thousands of participating sources across Canada and the ****; reflecting all information available to us from those sources as of the date/time a report is ordered.

  While we are the most comprehensive vehicle history reporting service in Canada, not all information recorded about a VIN is available to us and due to each vehicle's unique history the amount of information available to us for each vehicle may vary.

  As noted in earlier voicemail and email to you, I invite you to contact me at ************** to share more information about your experience so that I may better understand that experience and respond accordingly.
  

  

  Business response

  14/03/2024

  We required further clarity on customer's complaint before providing resolution

  Have since talked to customer by phone, and confirmed complaint was unrelated to CARFAX Canada.

  Though issue customer is experiencing is not related to CARFAX Canada, we have refunded customer's transaction.

  Matter is resolved.
  

  Customer response

  14/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  13/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 18, 2023 I went to a Tesla dealership to trade in my car for a brand new Tesla. In that day I was told that Carfax has an accident reported for my car VIN#. I never had any type of accident with my car. I bought it brand new, I am the only owner and driver and never had any accident with my 2017 Infiniti QX30 Sport vin# *****************. ***** told me that they could pay me only $13,000 because of the accident reported in Carfax but my car worth $23,000. I contacted Carfax by email and they told me to contact *********** because they reported the accident. I contacted ******************** and they told me that was an error and they fixed it and sent the correct information to Carfax on Dec 6, 2023 and asked me to wait for 5-7 business days to have it corrected by Carfax. I missed the trade-in opportunity with ***** and a few sales after during December 2023 because of that report in Carfax but today I missed another one at *****************. I have all emails and contacts that can prove everything I'm saying. For me Carfax could be close its business because searching on ****** I see they have been causing problems to way too many people but besides that I need them to correct my file because I was counting on the sale of my car to pay others and I am now having to get money from Line Of Credit and paying interest because of them (I can prove that as well). Please help me to get that fixed asap. Thank you very much.

  

  Business response

  16/01/2024

  Thank you for contacting CARFAX Canada.
  
  We are proud to be the most complete vehicle history reporting service in Canada, displaying data from billions of records through thousands of sources including, but not limited to; service records,registration history, stolen status check, police report information, estimate and claims data.
  
  We will display information available to us from our data sources when information has been documented on the vehicle and we have a dedicated team here to investigate the data when requested.
  
  Regarding police reports, if the information is confirmed as being documented on the **** and we verify this with our source, we will require corrections first be made to the report by the police agency that recorded this information. 
  
  If the police reporting agency amends their collision report to remove your vehicle from their case records on this incident we are committed to reviewing/verifying that amended report and, if verified, having that information removed from your vehicles history at that time.

  We are currently working with both data sources and the reporting police agency to verify any corrections that *** have been made to the original collision report and will continue to provide updates to you as they become available. We appreciate your patience while we continue this process.
  
  Should you have any other questions, please do not hesitate to contact our Customer Experience Team!
  

   

  Customer response

  18/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me because they fixed their file for my car and sent me today a new report without any accident as can be seen here:

  ******************************************************************************

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  17/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  CARFAX CANADA IS IN THE BUSINESS OF BEING FRAUDULENT IN PROVIDING *************** REPORTS. I PURCHASED A REPORT ON THEIR WEBSITE WITH THE SERIAL NUMBER OF A VEHICLE IN BC. WHEN I FIRST PURCHASED THE REPORT IT WAS $68 FOR THE FULL REPORT. I HAD TO PAY EXTRA TO SEE ANY LIENS ON THE VEHICLE BY BUYING THE FULL REPORT. THEN AFTER I PAID FOR IT, IT THEN TOLD ME THAT THIS VEHICLE IS REGISTERED IN ** (WHICH I ALREADY KNOW) AND THAT I WOULD NOT SEE ANY INFORMATION FROM ICBC ( WHICH THIS WOULD BE THE ONLY INFORMATION AVAILABLE FOR THIS VEHICLE AS ITS WHOLE LIFE WAS IN ** ) UNLESS I PAID AN EXTRA $20 PLUS GST. THIS IS TOTAL FRAUD. HOW CAN THEY CHARGE ME THIS AFTER I HAD ALREADY PURCHASED THE "FULL REPORT"? IF I HADN'T PAID THE $21, I WOULD HAVE RECEIVED A BLANK REPORT FOR $68. THIS IS WRONG. HOW CAN A COMPANY BE FRAUDULENT LIKE THIS IN THE *** AND AGE? THEY NEED TO BE UPFRONT WITH ANY CHARGES THAT *** OCCUR WITH AN ORDER.

  

  Business response

  20/11/2023

  Hello *****,

  
  Thank you for contacting CARFAX Canada Support and sharing your experience with us.

  As noted in our response to you through your submission to us through our *************** the Add ICBC Check is an optional - though recommended - add-on.
  

  The Add ICBC Check provides CARFAX Canada customers the ability to search ICBC's estimate, insurance claim and/or glass repair records for a ***, and include any such information on their CARFAX Canada Vehicle History Report. Customers are also able to complete this check separately through ICBC by purchasing an ICBC Vehicle Claims History Report for the same cost of $20.00 + tax. By purchasing that check through CARFAX Canada, all information is contained on a single report, and from a single provider.
  

  Without an Add ICBC Check, customers can still receive other BC-based information available to us for the *** such as registration ownership history, service history, non-ICBC damage records, vehicle brand/status history, recall check, stolen status and more.

  In this instance, as noted in our response to your inquiry through our *************** we have issued a one-time courtesy refund for your purchase of a Vehicle History Report + Lien Check (BC) and have sent refund receipts via email as confirmation of this for you.
  

  Should you require a CARFAX Canada Vehicle History Report in the future and have questions about which report and/or add-on is right for you and/or what the cost of that report may be we welcome you to contact our Customer Experience Team through ********************************* or by calling **************. Additionally, even if you have not purchased a report for a vehicle but have been provided one to view by the seller of a vehicle, we also invite you to contact us to review the report together if you have questions about that report.
  

  Regards,

  ************

  Customer Experience Team Lead

  **********************

  ********************************* | **************

  Customer response

  20/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Carfax has the incorrect mileage stated in my carfax report. This gravely impacted sales prospects when we went to sell our car. I have a bunch of service records that corroborate the mileage (the report says the mileage is at 191000 kms when it is actually just over 123000 kms. I contacted my regular mechanic to see if his records were correct- which they were. He further explained that Carfax very often makes the mistake of taking kilometers (as used in Canada) and assuming that it is miles, and then converts it to kilometers, which makes the mileage appear MUCH higher. He has personally complained to Carfax multiple times about this, but it continues to happen. This is negligent and costs valuable time and money when a sale is lost or deemed undesirable due to phony high mileage. Unacceptable. People rely on the accuracy of this information to buy and sell. Carfax needs to be much more diligent in ensuring accuracy, otherwise, they should not be counted on as a trusted source.im actually surprised there hasn't been class action legal filings (if there has been, then please excuse). DO BETTER CARFAX.

  

  Business response

  14/06/2023

  Thank you for contacting CARFAX Canada.
  
  We are proud to be the most comprehensive vehicle history reporting service in Canada, displaying data from billions of records through thousands of sources including, but not limited to; service records, registration history, stolen status check, police report information, estimate and claims data.

  We will display information available to us from our data sources when information has been documented on the vehicle; and we have a dedicated team here to investigate the data when requested.

  As per your request to our Customer Experience Team, the vehicle's history has been reviewed further with our data sources. Data sources have completed their review, amended the VHR  and an amended VHR has been provided to you.
  

  Thank you for bringing this to our attention and your patience while this was reviewed further and resolved.

  Should you have further questions/concerns please do not hesitate to contact our Customer Experience Team through existing communications or by visiting support.carfax.ca.
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello Facts I purchased my 2015 ******** ATS in March of 2018. I have the clean car fax on the car. I have owned the car continuously since then. I have an insurance report showing no claims on the VIN. The car has never been in any accident since I’ve owned it. In September of this year I tried to buy a car while trading mine in. I provided the VIN to the dealer. Later that day the dealer called and informed me my car was in serious accident. Front and rear. All this according to a carfax report. The accident supposed to have happened in August 2020 reported by Peel police. I was given a report number by carfax but false information. I reached out to carfax on September 16 2022 via phone. I was given a carfax report number for my issue. A week later I was informed that data sources had confirmed that it was my VIN. I asked for data sources and was told they don’t disclose this information. I called Peel Police and was asked several questions about my information and my VIN my license and my plates were checked my responding constabulary. All proved to show no information about me. Clean records. The police then focused on the report. They said the number provided is not anything like a police report number. They asked me questions that due to carfax refusal to provide information that I was unable to give them any answer. The police officer asked me to tell my case worker to call them because they are very interested to know who said it was Peel Police who reported this. I have reached out to carfax via phone and email. In the time since I told them the police wanted a phone call I have had absolutely no contact with carfax. No response to any of my attempts at resolving this. Because carfax is ‘dirty’ I am unable to get market value on my trade. This is costing me both health wise and financially. This is unacceptable. What appears to be some kind of clerical error has turned out to be something of a cover up. I’ve ran out of characters to complete my complain

  

  Business response

  13/10/2022

  Thank you for contacting CARFAX Canada. CARFAX Canada is dedicated to transparency, accuracy and providing the most complete vehicle history report in Canada. Our reports contain information available to us from our data sources. If the information appears on the report, it would mean it was documented on the VIN or vehicle. We have a team dedicated to investigating the data when the owner is disputing the information. In this case, we have provided additional documentation to the owner of the vehicle so they can review the police report. The information we have provided outlines that the police report was documented on the vehicle in question. At this time, if the owner believes this to be incorrect, they will need to have the records corrected with the police station in question and an amended copy of the police report provided to us so we can send to our source to further review.  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had problems getting a Carfax Canada report on Friday, so I called in, only to find out that Carfax Canada customer support closes at 2pm PST??? Then in reading the document is states that your report DOES NOT include "British Columbia Claims History", are you serious, Carfax tell customers that AFTER they purchase your report, CARFAX Canada is misleading the consumers, and giving incomplete information. I called in again today, Saturday, no-one answers the phone, waited 21 mins on hold.

  

  Business response

  07/10/2022

  Thank you for contacting CARFAX Canada. Our support hours are listed for all customers on our website and can be found at https://www.carfax.ca/contact. We are proud to serve our customers Monday to Thursday 9am until 8pm EST, Friday and Saturday 9am until 5pm. For our French speaking customers, our support hours are Monday to Friday 9am until 5pm EST. We're sorry to hear we were not available at the time you attempted to contact us but in that case, we welcome you to submit a request through our customer support portal so that our agents can assist you in a timely manner. Regarding ICBC purchase, if the VIN  has been entered during the ordering process, the system will detect that it's been registered in British Columbia and will ask you in advance if you want to upgrade to include ICBC information. If the VIN is not entered upon ordering, and you enter the VIN at a later time, the system will still prompt you to upgrade the report at that time. The upgrade cost $20 as this fee goes directly to ICBC for the search of their insurance claim information. You have the option to decline or accept the upgrade but it's important to note that if you did not select ICBC search, then it will not display any claim information from ICBC.  If you did not select ICBC or the warning box is still appearing noting ICBC information has not been included, we welcome you to contact us and we can assist in upgrading your report.  

*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. ↩