Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I listed my car for sale on ********** and they add a vin report to the listing for buyers. I went to look at it and they show 3 ACCIDENTS on my car report. THIS IS WRONG. I am the ONLY owner of the car from it being new and nobody has ever had or driven the car but me. It was also in storage for a year on dates they show it was hit. It was only hit from behind ONE TIME while parked on 3.25.22 THAT IS IT. I know what my car has been in and through. There are NO reports or any of the such to back their wrong information. They also have the wrong plate number to my car. I asked they fix this **** so it does not cost my car value and push away buyers that think it was hit 3x when it WAS NOT! This is CRITICAL this gets fixed immediately. I have tried showing them proof their information is not correct, They have refused to reply and just say its public information but ZERO proof of where they got their wrong information at! I ran other reports and they do NOT show this. I again am the ONLY owner and the car was NOT hit 3 x. This is WRONG. It must be fixed.

  Business response

  10/07/2024

  Hello ********, 
  
  Thank you for using Experian Automotive.
  

   After reviewing your case we noticed that on previous interaction 2 of the events you are disputing were removed from the event which dates were: 08/25/2022 and 01/06/2023. However, one of the accidents has been confirmed with details as follows:
  

  We have confirmed the accident was reported as a match to your vehicle. Since the vehicle's information is on file with the state, the event must remain on the AutoCheck report. 
  
  03/25/2022 *******, ** State Agency Vehicle Had a Collision(Report #:L18824663)
  Left Rear Impact with a Parked Vehicle(Case #:18824663)
  Minor Damage Reported
  Minor to Moderate Damage Reported
  
  We suggest you reach out to the police agency of *************************, ************* for further information. Try contacting the police agency that corresponds to the area, including local,county, or state agencies. 
  
  Additionally, the case number listed on the AutoCheck report may be a state-assigned number and not the local police report number.The police agencies will need to search by the vehicles VIN and plate number respectively.  
   Also you can check the following Texas crash report website in which your VIN was a match:
  ******************************************************
  If the event was listed in error, the state agency would need to correct their records and provide supporting documentation for Experian AutoCheck to make changes.
  
  To review for a possible correction, please attach a copy of the amended report or letter from the reporting state agency for additional review.
  
  Please consider our time frame is 1-3 business days after documentation is received.
  
  Let us know if there is anything else we may assist you with.

   

  Autocheck Customer Support.

  Customer response

  10/09/2024

  
  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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Auto check is falsely reporting my 2013 ***** ES350 has a lien on it - when I have owned my ***** ES350 free and clear since 2017. Autocheck needs to quit fabricating disinformation.

  Business response

  08/14/2024

  Hello *************************

  Regarding your lien inquiry, AutoCheck report will indicate that the car holds a lien at specific time if a title with a lien was issued. Even after a lien is satisfied, past lien information remains on the report as part of the vehicles history.

  In more recent titles, the term lien may no longer appear on the report, indicating that the lien in question was fulfilled. However,there are cases where a new title hasnt been issued due to state restrictions on lien information.

  If you have any further questions or concerns, I recommend reaching out to your local DMV. They can clarify whether a new title should have been issued when the vehicles loan was satisfied. Alternatively, the state may provide a letter of lien satisfaction.

  Keep in mind that Experian AutoCheck might not track loan completion if a letter of satisfaction was issued, as this information is typically only updated after new ownership is granted.

  Additionally, for further assistance, feel free to reach out to Experian Automotive with your VIN at ************, option # 1 or ****************************************.

  Hope the above is helpful to clarify your questions or concerns.
  Let us know if there is anything else we may assist you with.
  
  Best regards,
  AutoCheck Customer Support 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Autocheck is falsely reporting my mileage. It reported incorrect mileage tonight when I tried to get a value for my vehicle. I switched sites to see if it was a mistake caused by the original site and the mileage had gone up another thirty thousand. I'm pretty sure I didn't drive a total of seventy thousand miles tonight

  Business response

  06/27/2024

  Hello *****,
  
  Thank you for contacting Experian Automotive.
  
  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.
  
  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

  To better assist you with the correction, please provide the **** current mileage and attach any of the following document(s) dated after the event in causing a mileage discrepancy to proceed:
  
  A current service record such as an oil change, tire rotation, oil/fuel filter replacement, or a similar maintenance receipt
  Vehicle appraisal
  Odometer disclosure statement
  The vehicle's actual title
  
  
  To continue with the correction process, please attach the documentation in response to this email.
  The provided document must include the complete **** the mileage, and the date of service which must be on or after the recorded event of our report.

  Let us know if there is anything else we may assist you with.
  Thank You

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Experian insurance services signed me up for an auto insurance policy that I authorized a payment for to come out on May 15th, 2024. They immediately took my money through ************************** When I called Experian to ask about it, they told me that they are considered my local agent, they can take my money whenever they want, and they authorized the start of a policy without me reviewing or signing for it. They made me sign to cancel a policy that I never signed to start. They also told me that it will take them two weeks to give my money back that they werent supposed to take until 5/15 because the policy was not supposed to start until then. They advised me that even though I didnt sign for the policy, that they could start it anyway, and they did not need to have my signature on the policy to take my money for it.

  Business response

  05/10/2024

  Hello Platzer,

  Thank you for contacting Experian Automotive.

  To better assist with your Experian Insurance refund request, we suggest you visit *************************************************************************************** or contact them at ************. Unfortunately, Experian Automotive has no access to the Experian Insurance information as that information is managed by a separate department.

  Please let us know if you need anything else.

  
  Thank You,

  Experian Automotive Team

  Customer response

  05/10/2024

  This was not helpful at all. Experience authorized someone to take money without services rendered. Then when I called experience to cancel the service that I didnt receive and a refund, they stated they would do so. When I contacted the actual company days later, they stated that experience never canceled the policy and did not issue for a refund. Experience lied to me and had me sign for a cancellation to a policy that I never authorized. Then never canceled the policy. 

  Business response

  05/13/2024

  Hello *******,

  Thank you for contacting Experian Automotive.

  Please be advised Experian Automotive does not have access to insurance information as it is handle by a different department. Please consider AutoCheck to obtain the history of a vehicle you may be interested in. 

  To better assist with your Experian Insurance refund request, we suggest you visit *************************************************************************************** or contact them at ************. 

  Please let us know if you need anything else.
  
  Thank You,
  Experian Automotive Team

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Autocheck is showing that my car has a past collision, however they're unwilling to provide the source of this information which has made it impossible for me to verify it's accuracy. This has had a negative impact on the resale value my vehicle. I need for them to reveal the source so that I can contact them to confirm the accident. If they're unable to provide a source, then they should remove the accident history from my report as it not listed with other companies such as Carfax.

  Business response

  03/01/2024

  Hello ***********************,
  Thank you for contacting Experian Automotive.
  
  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.
  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 answer to your inquiry, please be advised the due to our contractual agreements with our sources, the name of the source cannot be disclosed.Moreover, Autocheck only has access to the information listed on our vehicle history report. Further details beyond what is available on AutoCheck are not available. 
  

  06/12/2014 Accident Source Accident or Vehicle Damage Reported
  
  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 in our report is prior to you purchasing the vehicle, we suggest you contact the previous owner or the company you purchased the vehicle from for further assistance.

  
  For more information, please go to AutoCheck.com for a complete list of frequently asked questions. 
  You can also view our Terms and Conditions by clicking the following link: **********************************************************************************************;

  
  Let us know if there is anything else we may assist you with.

  Best regards, 

  Experian Automotive Client Support

  Customer response

  03/06/2024

  My advice to anyone reading this is save yourself some money & skip purchasing an auto report. Take the vehicle to an autobody collision expert & have them inspect the car. Why spend money on a report with vague entries that could have incorrect information? You can see they're not willing to provide any additional details. I'm supposed to just accept their word for it that the anonymous source didn't make any mistakes. 

  Business response

  03/07/2024

  Hello ****,
  
  Thank you for contacting Experian Automotive.
  
  Please be advised after further verification with the source, the damage record listed in the report has been confirmed. Therefore, the event will remain as part of the vehicles history. 
  

  06/12/2014 Accident Source Accident or Vehicle Damage Reported

  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 be taken for cosmetic repairs. Further details beyond what is available on AutoCheck are not available. 

  As well 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. There are instances in which events are not reported properly or not communicated to our sources and thus we may not be able to have that information. 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. For more information, please go to AutoCheck.com for a complete list of frequently asked questions. 
  
  You can also view our Terms and Conditions by clicking the following link: **********************************************************************************************;

  Thank you.

  
  

  Customer response

  03/13/2024

  Again, I do not accept this response. Autocheck is suggesting their source is providing accurate information, yet at the same time the source apparently is unable to determine if the car was in an actual accident or was damaged by some other means. The report itself mentions the actual word collision, yet conveniently provides absolutely no details as to what it hit or where the point of impact took place. Where was it repaired, what were the costs? Surely a source can provide such basic information. If not, this report is invalid as far as I'm concerned and I stand by my earlier statement that anyone reading this should skip buying any auto reports as there is no guarentee any of the information is accurate. Save your money and just take any car you're considering purchasing to an auto collision specialist and have them evaluate the car.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to a dealership to trade in my vehicle and the Experian Auto check came back stating that my vehicle was involved in a serious accident. I have never been involved in an accident in my Jeep Wrangler and this error has severely depressed the value of my car by thousands of dollars.

  Business response

  01/08/2024

  Hello *******,
  
  Thank you for contacting Experian Automotive.
  
  It has been verified that your VIN is listed on file with the Kalamazoo **************************** Department as involved in the accident in question with disabling damage and airbag deployed front remarks.
  
  12/19/2022 MI ************ Left Front Impact with Another Vehicle(Case #:2773689)
  Accident Reported(Report #:22-0041893)
  Air Bag Deployed
  Vehicle Was Towed
  
  Our recommendation is for you to reach out to the state agency for further information.
  
  If the event was listed in error, the state agency would need to correct its records and provide supporting documentation for Experian AutoCheck to make changes.

  Let us know if there is anything else we may assist you with.
  
  Thank You

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business randomly started charging me ***** per month to my ********* card. I do not recall consenting to these payments or asking the company to monitor my credit for a fee. This is not a service I would pay for because there are other services that are free that also do this. I suspect that this was part of something I signed up for during Covid and it was advertised as free, and then there was no warning when they began charging. The business has only refunded one of the four months that they charged me, as you will see in the attachment. So the remaining that the company owes is *****. This is not what I asked for in reaching out to the company on 11/10/2023.

  Business response

  12/06/2023

  Hello ****,

  Thank you for contacting Experian Automotive. 

  To communicate with Experian ***************** in reference to your inquiry, you may submit a contact form for assistance.
  
  You may also call them at ************** or ************** to speak with a live person.

  The following link allows you to connect with other personal services for credit report information:
  ***************************************************************************************

  Best Regards, 

  AutoCheck Customer Support

  
  

  Customer response

  12/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It appears that the BBB did not sent my complaint to the correct company. The business is Experian (credit monitoring). The complaint went to Experian Automotive, which is not the same business. If the business that I actually dealt with does not resolve the complaint that I submitted through the Barclays ************************** then I will resubmit a BBB complaint, and hopefully it will go to the correct business. I utilized the business search feature and selected Experian, and it directed me to another automotive company, and then to Experian Automotive, so clearly there is some technical glitch.

  Experian Automotive can rest assured that my complaint is not with them and they may close the complaint. 

  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Serious error in Autocheck vehicle report. Preventing us from selling a $25k vehicle.

  Business response

  12/06/2023

  Hello ******, 

  The auction announcement in question is a historical record from 2016, the reason why it does not show on other data sources is because Experian has a contractual agreement with more than 90% of the auction houses in America right now, that is the reason why these kind of announcements do not normally show up on Carfax or other data providers. The record in question appears on our report because the buyer at the time of the record accepted to buy the vehicle with the announcement. The record does not mean the vehicle has damage at the present time but it means the damage was announced at the auction back in 2016.

  11/04/2016 OH Auto Auction Auction Announced as Structural Damage

  In these instances, our best recommendation to obtain more details is to dispute the record with the seller of the vehicle directly as they were likely aware of what happened, and the information was discussed between the buyer and seller at the auction.  

  These are additional recommendations in case you wish to take further action:

  1.  If you purchased the vehicle from someone other than an auction, please consider that AutoCheck shows the vehicle history and the auction announcement has been verified. You will need to work with whom you got the vehicle to try and get the auction name, as they are the only ones able to make changes to the record.
  
  2. If you purchased the vehicle from an Auction by the time the announcement is listed on our report, contact them for additional information on the vehicle's history. 

  Please note that 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. Further details are not available to us, and you can also view our Terms and Conditions by clicking the following link: *****************************************************************************************.

  Best regards, 

  AutoCheck Customer Support

  Customer response

  12/08/2023

  AutoCheck states they have verified their information alleged to have been provided by an unnamed auction.

  Based on my sources and a lack if information from AutoCheck there is no evidence that they verified the information, and no evidence as to how it might have been verified. 

  They state that they do not know the identity of the auction. My information from auction sources indicates that this is false.

  If Autocheck claims they received a report from an auction, they need to produce the report. 

  Carfax in fact reports that the vehicle went through an auction on the same date and NO such announcement was made. 

  Autocheck's false record is impinging on my ability to sell the vehicle for a fair market value. Their false report represents negligence, and effectively they are slandering or impuning historical record of my vehicle. 

  If Autocheck does not produce the alleged auction document or remove the false record about a non existent auction announcement within ************************************************************************************************* court. 

  Business response

  12/11/2023

  Hello ******, 

  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. The Autocheck does not show the vehicle has any current damage on the Autochek report, the event in question is a historical record reported on 2016. Every auction before a vehicle is announced performs a vehicle inspection to determine if the vehicle shows any damage. The announcement shows on the report as the buyer at the time agreed to buy the vehicle with the announcement made by the auction.

  We understand Carfax shows the vehicle at an auction at the time, however because Experian has a contractual agreement with more than 90% of the auction houses in America some events are only reported to Autocheck and not to Carfax

  11/04/2016 OH Auto Auction Auction Announced as Structural Damage

  In these instances, our best recommendation to obtain more details is to dispute the record with the seller of the vehicle directly as they were likely aware of what happened, and the information was discussed between the buyer and seller at the auction.  

  These are additional recommendations in case you wish to take further action:
  1.  If you purchased the vehicle from someone other than an auction, please consider that AutoCheck shows the vehicle history and the auction announcement has been verified. You will need to work with whom you got the vehicle to try and get the auction name, as they are the only ones able to make changes to the record.

  Please note that 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. Further details are not available to us, and you can also view our Terms and Conditions by clicking the following link: *****************************************************************************************.
  Best regards, 
  AutoCheck Customer Support
  
  

  Customer response

  12/11/2023

  AutoCheck falsely states that Auctions inspect vehicles before they are offered. THEY DO NOT. Another false statement by Autocheck. 

  AutoCheck claims to be a data repository. In this case their data is also wrong. Just stating some assertion is in a report does not make it accurate, does it? 

  AutoCheck falsely states they do not know where the data came from, except it's from an unnamed auction. So are we to believe data arrives there and they don't know where it is from? It's obviously false. 

  Is it not more likely this is a clerical error where someone checked the wrong box? How do we know there's not a vin number error? How do they know that didn't happen? They don't. 

  If Autocheck did care about the accuracy of their data, they would go back to the alleged source upon request and request verification or correction. They refuse to. Yet they have a duty to do so upon being notified. 

  Autocheck can request a copy of the specific auction ticket from the auction on the date of sale. They refuse. 

  So they have no proof or backup for their records according to the unnamed clerk responding to the BBB. That too is false. 

  If AutoCheck does not provide a copy of the actual auction ticket from the day of sale in 2016, within 7 days of this date, I will file suit for negligence and defamation in a state court. They can then tell a judge this bs that they really don't know if their records are accurate or not. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against AutoCheck regarding an unsatisfactory vehicle history report I purchased for a 2015 Kia ****** LX. This complaint is submitted in hopes of securing a just resolution, which includes a full refund for the service that failed to meet consumer needs.On 12/3/2023, I purchased a report from AutoCheck with the expectation of receiving a detailed vehicle history, including service and maintenance records. This information was critically needed to comply with a class action lawsuit settlement that requires vehicles, like mine purchased from an auction, to provide maintenance records for the past two years to qualify for a new engine replacement.However, the report provided by AutoCheck was devoid of any such maintenance history, particularly lacking details of oil changes. This omission is not a minor issue but a significant breach of what was advertised and what is reasonably expected from such a service. The absence of this critical information has directly impacted my ability to claim the benefits of the lawsuit settlement, causing potential financial loss and significant inconvenience.I contacted AutoCheck requesting an immediate full refund due to the failure of their report to include the necessary service and maintenance records. I believe that this situation not only affects me but potentially impacts other consumers who rely on AutoCheck for comprehensive vehicle history reports. It is concerning that such an essential aspect of a vehicle's history, crucial for legal and financial decisions, was omitted without any prior indication.I am seeking the BBBs assistance in resolving this matter. A full refund from AutoCheck for the amount paid is requested, given the reports failure to provide the necessary information as advertised. Enclosed are copies of the AutoCheck report and my original purchase receipt for your reference.

  Business response

  12/06/2023

  Hello *****, 

  Thank you for contacting Experian Automotive.

   We are sorry to hear that the package you purchase did not meet your expectations and apologize for any inconvenience regarding data availability reported by Experian AutoCheck.

  Please note that Experian compiles information by VIN throughout the life of a vehicle, and the information will become available when it is received from authorized sources of information with whom we have a business relationship.
  

  We invite you to check our terms and conditions section online.

  In answer to your inquiry, please be advised that AutoCheck processed a refund for a total of $24.99 on 12/4/2023, and a confirmation email was also sent for your references.

  To reflect the money in your bank statement, please allow 5-7 business days for processing. 

  Best regards, 

  AutoCheck Customer Support

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to urgently sell my car through Carmax.I moved to ********** in 2019. I requested a duplicate ***** title before the move, and then moved to ********** and transferred the title to a ********** title and registered my vehicle in ********** in 2019.On the experian auto check report it shows that I requested a duplicate ***** title on 11/01/2019, once I was already in ********** and registered in ********** with a ********** title. I called experian. After a long time of being transferred, I was told I needed a letter of correction from the *** in Texas.I called the *** in ***** and they have no record of this 2019 duplicate title. They have the correct information and so they won't send a correction letter.So basically, it's Experian's error and they say get a letter from the dmv and we'll change it. But the *** has the correct info, so they won't send the letter. What do I do? I've been on the phone for hours. Please help. This is Experian Autocheck's error.

  Business response

  12/06/2023

  Hello ***, 

  Thank you for contacting Experian Automotive.
  

  Please be advised that 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.
  
  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. There are instances in which events are not reported properly or not communicated to our sources and thus we may not be able to have that information. 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.

  In answer to your inquiry, we require a letter of correction from the *** of TX explaining the event in question was entered in error on their system, however, at this time the event has been submitted for verification internally to our data source. 
  
  11/01/2019 TX Motor ************* Duplicate Title
  Excluded/Exempt
  
  Please consider our time frame is 3-5 business days to deliver a response. 
  
  Best regards, 

  AutoCheck Customer Support 

*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. ↩