Complaints

This profile includes complaints for CCC Intelligent Solutions Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

CCC Intelligent Solutions Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CCC Intelligent Solutions Inc.

  167 N Green St Fl 9 Chicago, IL 60607-2377

• 

  CCC Intelligent Solutions Inc.

  12810 Park Plaza Dr Ste 200 Cerritos, CA 90703

• 

  CCC Intelligent Solutions Inc.

  301 E Ramsey Rd San Antonio, TX 78216-4636

• 

  CCC Intelligent Solutions Inc.

  1100 N Arlington Heights Rd Ste 300 Itasca, IL 60143-3111

• 

  CCC Intelligent Solutions Inc.

  100 S Main Ave Sioux Falls, SD 57104-6410

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against CCC Intelligent Solutions due to a serious misrepresentation of services and extremely unprofessional conduct by a representative, ****** *******.Although I understand and acknowledge the contract we signed, we agreed to upgrade based on assurances that their new platform would meet very specific business needs. Those assurances were false. The upgraded platform not only failed to deliver what was promised but also caused significant disruption.I attempted to resolve this by simply asking to clear the debt generated by this misleading upgrade and return to our original agreement. This request was repeatedly ignored, mishandled, or met with hostility especially by *** *******, who failed to communicate professionally, provided little to no follow-up, and acted more like an obstacle than a ***************** our last phone call, ****** ******* escalated matters by raising his voice and berating me for contacting his supervisor behavior that is completely inappropriate in a business setting. He spoke in a demeaning, condescending tone that no customer should have to endure.I am requesting CCC honor our original agreement, clear the debt caused by the misrepresented upgrade, and address the misconduct of their representative. I am not seeking to terminate our relationship I am simply asking for fairness and professionalism.

  Business Response

  Date: 06/03/2025

  June 3,2025
  Via Electronic Portal
  Better Business Bureau
  ******************************
  *******, *******; 60601
  ************
  ***************************************************************************************
  ************************
  
  Re:       Consumer Complaint Asaad J;
  File No.: 23366354
  To Whom It May Concern:
              CCC Intelligent Solutions, **** (CCC) is writing in response to the above-referenced complaint filed by Mr. ****** that was received by my office on May 23, 2025. *** thanks you for the opportunity to respond to these concerns.
  On October 8, 2024, *************** upgraded their CCC ONE Subscription. With the execution of the new contract, *************** obtained full access to all features provided by ***. To assist customers in utilizing the software effectively and ensure comprehensive user training,*** recommends both remote and onsite training sessions. Collision Kings participated in remote implementation trainings, followed by an onsite implementation training on March 10, 2025.
  *************** did not raise any issues regarding its CCC ONE Subscription until February 24, 2025, when Mr. ****** contacted his *** representative due to being locked out of the software. It was explained to Mr. ****** that the account had been locked because of nonpayment. *************** paid the past due invoices, and the account was reactivated the same day, February 24, 2025. At that time, Mr. ****** requested a downgrade of service. This request was denied in accordance with the contractual terms, which do not allow for the removal of products during the middle of a contract term, but only upon renewal of the contract with the applicable notice. 
  In May 2025, *********************** account became delinquent again after 3 months of nonpayment. The account was deactivated on May 21, 2025, and sent to collections. On May 23, 2025, all past due amounts were paid and the account was reactivated. To address Mr. ******* concerns, *** is willing to revert **************** contract to the original terms from prior to October 8, 2024, effective June 2, 2025.
  
  We appreciate the opportunity to respond to Mr. ******* concerns, as well as your assistance with and attention to this matter.

  Customer Answer

  Date: 06/09/2025

   
  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. As per the response *** will revert to the original contact and downgrade our account to how it was prior to October 8, 2024. Appreciate the timely response and consideration. 
  
  Sincerely,
  
  Asaad J

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** is purposefully manipulating vehicle valuation reports for the intent to devalue vehicle actual cash value price. Although they are not determining if the vehicle is totaled or any of the insurance companies duties, they are directly responsible for the opinion that the insurance company perceives regarding the actual cash value of vehicles. I will list the tactics as follows:1) Mandatory deduction of AT LEAST $3300 on all comparable vehicles listed prices based on condition. They claim that this is to "adjust the minute differences " of every vehicle to provide an "apple to apple " comparison. Now, superficially this may appear reasonable to some (MAY APPEAR DOESN'T JUSTIFY DECEIT) However, comparable vehicles that are used nationwide from dealerships are valued on EXACTLY THE CONDITION THAT THE VEHICLE IS WORTH CONSIDERING MILES/WEAR AND TEAR/AGE ETC. They label the comp vehicles as "Dealer Ready" as in perfect NEW CAR FRESH OFF THE *** condition DESPITE CLEARLY BEING USED AND EXTREMELY COMPARABLE TO THE TOTAL LOSS VEHICLE. Why does this matter? It is not standard for a used car dealership to fix every minor scratch inside and out, put new tires, repair minor tears in seats, holes in carpet or really anything listed on their "Average daily use" checklist unless specifically mentioned in vehicle description on dealership website. Now, that means that the dealership has priced the used vehicle for the CONDITION IT IS CURRENTLY IN (Average/Normal wear and tear) which is why the used vehicle is priced lower than a new vehicle. *** then decides to subtract $3300 from every comp to lower the list price for normal wear and tear that has clearly been accounted for in dealership price AND MAKES THE VALUATION REPORT BASED OFF OF THE FALSELY UNDERVALUED comp price thus deceitfully and purposefully lowering the price on every valuation report. Fraud/consumer protection violation.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on 4/3/25. The following day 4/5 we were contacted by, the adjuster for ****, she took a statement and recorded it then we sent her pictures of the damages to my 2015 ***** Equinox. I then got a call back and arrangements were made to drop my vehicle off at a body shop and a rental was provided on 4/11/25. Messages were not returned until 4/16/25 when a different adjuster reached out to tell me my vehicle was deemed a loss and to offer me 6402 for my car. I declined as I still owe on this vehicle *******. I asked about retaining my vehicle since the damages were cosmetic and the car still ran fine and was offered ******* for owner retention. We declined on 4/17/25. He advised me to look for comparable vehicles in my area ********* with 15k miles more or less on the odometer and same engine, trim and so forth and he sent me the report. I sent 4 comparables over on 4/18/25 and was contacted by yet another adjuster they would be sent for review. On 4/22/25 I was told my comparables did not add value to the settlement and was sent another CCC1 report. There were comparables that were no longer there when I searched, comparables listed twice, and some that had been in accidents and the service advisor at the body shop was named as the appraiser on the report. Today 4/23/25 I was contacted by **** and a representative from **** in a 3 way conversation where they told me the service advisor was their appraiser, the comparables that could no longer be verified could still be used even though I needed to provide current comparables and the comparables that were in an accident didnt matter because they were fixed. They even went as far as ******, ********, *********** and ******* to find lower prices at car lots that didnt even exist anymore. Im in *****. They then told me the 2nd adjuster had misinformed me about my search and I could only use 2015 models not 2016. Ultimately I have been offered ******* for my owner retain. 

  Business Response

  Date: 05/08/2025

  May 8, 2025
  Via Electronic Portal
  Better Business Bureau
  ******************************
  *******, *******; 60601
  ************
  ***************************************************************************************
  ************************
  
  Re:       Consumer Complaint ******* *******;
  File No.: 23244026
  To Whom It May Concern:
              CCC Intelligent Solutions, **** (CCC) is writing in response to the above-referenced complaint filed by ******* ******* that was received by my office on April 25, 2025. *** thanks you for the opportunity to respond to Ms. ******** concerns.
  At the outset, it is important to note that *** does not determine whether a vehicle is repairable or is considered a total loss. That determination is made solely by the insurance company adjusting the claim, in this case ********************** (****).*** also does not adjust, settle, or pay total loss claims. Instead,when specifically requested, *** provides its opinion as to the value of a loss vehicle to inform the requestors analysis and, in the case of an insurance company, assist it in resolving any total loss claims.[1] As such, any questions regarding whether the vehicle should have been determined a total loss or about the adjustment or ultimate settlement of the claim should be directed to Ms. ******** insurer. *** will limit its response to CCCs valuation process.
  *** maintains an industry-leading database of used vehicles that, at any point in time, contains detailed information on approximately eight million vehicles currently or recently advertised for sale in the ************** The vehicles in this database are drawn from three distinct sources of information: (a) inspected dealer vehicles; (b) dealer-advertised vehicles; and (c) privately-owned and advertised vehicles. The comparable vehicles used in CCCs total loss valuations are drawn from this database. New comparable vehicles are added to the database daily. Over the course of a year, CCCs database will include information on approximately twenty million unique used vehicles.
  When a total loss valuation is requested -- in this case by an insurance company, **** -- the requestor provides CCC with the loss vehicles Vehicle Identification Number (VIN). **** software performs a VIN analysis and identifies the loss vehicles year, make,and model. The insurance company confirms this information and provides CCC with the loss vehicles mileage, options, aftermarket equipment, refurbishments,as well as the zip code where the loss vehicle is garaged. The insurance company also performs a physical inspection of the loss vehicle during which inspection,it assesses and rates the pre-collision condition of the loss vehicles key components, which it provides to CCC.[2]
  CCCs automated system then searches CCCs database of inspected and advertised vehicles to identify possible comparable vehicles for use in preparing a valuation of the loss vehicle. CCC identifies comparable vehicles based on the year, make, model, trim level, body style, engine, and location of the loss vehicle. CCCs system also adjusts the price of those vehicles to equate the comparable vehicles more accurately to the loss vehicle, since no two used vehicles are exactly alike. These adjustments allow for an apples-to-apples comparison between the loss vehicle and the comparable vehicles, and account for differences such as mileage and options, as well as for vehicle condition. After the foregoing adjustments have been made, an average of the adjusted values of the comparable vehicles is calculated.
  Finally, *** supplies the insurance company with a detailed report explaining the valuation of the loss vehicle and CCCs opinion as to the value of the loss. This report is called a Market Valuation Report or *** for short. The *** lists all the comparable vehicles used in the valuation and includes available detailed information about the comparable vehicles such as the **** the contact information for the seller of the vehicle, the price of the vehicle, the vehicles options, trim level, mileage,the adjusted price after application of the above-described equating adjustments. The *** also describes why and how various adjustments are made and explains the valuation methodology used to determine the vehicle value. *** provides the completed *** to the insurance company, which then considers the *** in its sole discretion as one piece of information used in its settlement of its total loss claim with the claimant.
  A copy of the *** provided to **** is attached hereto as Exhibit A. As can be seen from the ***, CCCs opinion as to the value of the loss vehicle was based on the specific characteristics of the vehicle, such as its age, mileage, condition, equipment, and options. *** was able to locate ten comparable vehicles of the same year, make, model, and engine as the loss vehicle that were within 75 miles of the loss vehicles primary zip code and had similar mileage (i.e., +/- 15% of the loss vehicles mileage).[3] See Ex.A at 8-11. CCC based its initial valuation off of these comparable vehicles.
  After *** sent the initial valuation, the insurer asked *** to consider one additional comparable vehicle that CCC understands was provided to the insurer by Ms. ******** *** has no record of four comparable vehicles being sent for consideration as mentioned by Ms. ********  The comparable vehicle provided by Ms. ******* did not comport with CCCs methodology because it was a model year newer (2016, rather than 2015) and was of a different trim (LS, rather than LT1). In light of the insurers request to add comparable vehicles, *** also expanded its initial search and included fifteen additional comparable vehicles to the valuation. See Ex. A at ***** (Comparable Nos. 11-25).These additional comparable vehicles supported CCCs initial opinion as to value.
  *** received a request from **** on April 28, 2025 to re-run the valuation using specific comparables and to remove comparable number three from the ***, deviating from CCCs methodology. When an insurer directs CCC to use certain comparable vehicles or search criteria, a note is added to the Valuation Notes section of the *** for transparency, stating:
  INSURER DIRECTED CCC ON THE CRITERIA AND/OR VEHICLES TO USE AS COMPARABLE VEHICLES FOR THIS VALUATION. THE VALUATION DOES NOT NECESSARILY REFLECT CCCS OPINION AS TO THE MARKET VALUE OF THE **** VEHICLE.
  This *** is included as Exhibit B.  Ten comparables were utilized on this valuation, all within 75 miles of the loss vehicle and the same trim.
  We appreciate the opportunity to respond to Ms. ******** concerns, as well as your assistance with and attention to this matter.
  
  
  [1] While many of **** customers are insurance companies, *** is also used by rental car agencies as well as certain local and federal government agencies.
  [2] Again, *** does not make any decisions regarding whether a vehicle is a total loss or repairable, and CCCs total loss valuations are based upon information provided from the insurers physical inspection of the vehicle.
  [3]  In its valuations, CCC uses comparable vehicles that are currently or were for sale within 90 days of the loss, and as such, it is possible that some vehicles may no longer be for sale by at the time the insured receives the valuation. *** is not searching for replacement vehicles, but for vehicles that will help CCC form an opinion as to its opinion of the value of the vehicle.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23244026
  
  I am rejecting this response because: I was told by the **** ***resentative **** to look up 2015 and 2016 vehicles which he did state again even after conversing was accurate to his knowledge. If its an apples to apples comparison then my vehicle should be compared with vehicles like mine, not vehicles that have been in accidents, are hundreds of miles away or are no longer able to be researched by the consumer. **** ***orts are specifically looking for vehicles even going as far as to other states to find the cheapest possible to compare to. When on the phone with **** and the CCC1 *** a question about previous lawsuits was glazed over when I pointed out the ***orts were inaccurate. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  App gets to screen where it shows a graphics of a phone turning on its side and freezing there. I just want to take the photo and go.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a claim through an insurance company, driver did damage to total my car out. I had a 2010 **** Fusion SE, KBB has the fair value at $5,300, while CCC has determined the value of my settlement should be $1,700. They have four "similar" vehicles listed, but without any context, such as location, mileage, VIN number, cosmetic damages, mechanical maintenance. Simply unacceptable to reduce the value of a vehicle by over 60%

  Business Response

  Date: 04/09/2025

  April 9,2025
  Via Electronic Portal
  Better Business Bureau
  ******************************
  *****************
  ************
  ***************************************************************************************
  ************************
  
  Re:       Consumer Complaint ******* ******;
  File No.: 23123133
  To Whom It May Concern:
              CCC Intelligent Solutions, **** (CCC) is writing in response to the above-referenced complaint filed by ******* ****** that was received by my office on March 27, 2025. *** thanks you for the opportunity to respond to Mr. ******* concerns.
  *** does not adjust, settle,or pay total loss claims. Instead, when specifically requested, *** provides its opinion as to the value of a loss vehicle to inform the requestors analysis and, in the case of an insurance company, assist the company in resolving any total loss claims.[1] ********************* is responsible for resolving the total loss claim and may, in its sole discretion, use CCCs opinion as to the value of the vehicle as one piece of information used in that settlement.
  CCC is always willing to consider additional comparable vehicles or information that may affect CCCs opinion as to the value of the loss vehicle. Because *** does not adjust, settle, or pay total loss claims, Mr. ****** should work through his insurer to submit any additional information to *** that he may have or would like the insurer to consider.
  We appreciate the opportunity to respond to Mr. ******* concerns, as well as your assistance with and attention to this matter.
  
  
  [1] While many of **** customers are insurance companies, *** is also used by rental car agencies as well as certain local and federal government agencies. 

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife was in a no-collision car accident. Thankfully her and my daughter were okay. My car was totalled out and my insurance company, state farm, outsourced the appraisal company CCCIS. I was immediately low-balled on my car value so I requested the official report along with the comparisons used. All of the vehicles used in comparison have more miles than mine, by 10s of thousands, or are for sale at non-accredited lots or auction yards. CCCIS is aggressvely attempting to underpay what my vehicle is worth. I was just made aware that CCIS is no accredited themselves upon logging into the BBB, however , I do not feel this justifies this company ripping off everyone who cannot afford a independent appraisal. These shady business practices should be illegal

  Customer Answer

  Date: 05/23/2024

  I was told they were using a 150 mile radius. They very obviously widened the search in order to find vehicles worth so much less, it would drop the average. Also, they dug up cars that are for sale at auctions and lemon lots. My car had no accidents and regular services done when needed.  Inaccurate comparisons are already costing me thousands.  I have to pay a professional consultant out of pocket in order to contest this. 

  This lowballing should be illegal. Based on their reviews on the better business bureau, this is common.

  Business Response

  Date: 06/07/2024

  June 7,2024
  Via Electronic Portal
  Better Business Bureau
  ******************************
  *****************
  ************
  ***************************************************************************************
  ************************
  
  Re:       Consumer Complaint ***************************;
  File No.: 21751950
  To Whom It May ****************************************************************************** CCC Intelligent Solutions, **** (CCC) is writing in response to the above-referenced complaint filed by *************************** that was received by my office on May 24, 2024. CCC thanks you for the opportunity to respond to Mr. ******* concerns.
  At the outset, it is important to note that CCC does not adjust, settle, or pay total loss claims. Instead,when specifically requested, CCC provides its opinion as to the value of a loss vehicle to inform the requestors analysis and, in the case of an insurance company, assist the company in resolving any total loss claims.[1] ********************** in this case **************************** (State Farm), is responsible for resolving the total loss claim and ***, in its sole discretion, use CCCs opinion as to the value of the vehicle as one piece of information used in that settlement.
  CCC maintains an industry-leading database of used vehicles that, at any point in time, contains detailed information on approximately eight (8) million vehicles currently or recently advertised for sale in *****************. The vehicles in this database are drawn from three distinct sources of information: (a) inspected dealer vehicles; (b) dealer-advertised vehicles; and (c) privately-owned and advertised vehicles. The comparable vehicles used in CCCs total loss valuations are drawn from this database. New comparable vehicles are added to the database daily. Over the course of a year, CCCs database will include information on approximately twenty (20) million unique used vehicles.
  When a total loss valuation is requested -- in this case by an insurance company, State Farm -- the requestor provides CCC with the loss vehicles Vehicle Identification Number (VIN). CCCs software performs a VIN analysis and identifies the loss vehicles year, make,and model. The insurance company confirms this information and provides CCC with the loss vehicles mileage, options, aftermarket equipment, refurbishments,as well as the zip code where the loss vehicle is garaged. The insurance company also performs a physical inspection of the loss vehicle during which it assesses and rates the pre-collision condition of the loss vehicles key components, which it provides to CCC.
  CCCs automated system then searches CCCs database of inspected and advertised vehicles to identify the best possible comparable vehicles for use in preparing a valuation of the loss vehicle. CCC identifies comparable vehicles based on the year, make, model,trim level, body style, engine, and location of the loss vehicle. CCCs system also adjusts the price of those vehicles to equate the comparable vehicles more accurately to the loss vehicle, since no two used vehicles are exactly alike.These adjustments allow for an apples-to-apples comparison between the loss vehicle and the comparable vehicles, and account for differences such as mileage and options, as well as for vehicle condition. After the foregoing adjustments have been made, a weighted average of the adjusted values of the comparable vehicles is calculated, considering the similarity of the comparable vehicles as compared to the loss vehicle, their location, the recency of the data, and whether the comparable vehicle was inspected by CCC.
  Finally, CCC supplies the insurance company with a detailed report explaining the valuation of the loss vehicle and CCCs opinion as to the value of the loss. This report is called a Market Valuation Report or *** for short. The *** lists all the comparable vehicles used in the valuation and includes available detailed information about the comparable vehicles such as the **** the contact information for the seller of the vehicle, the price of the vehicle, the vehicles options, trim level,mileage, the adjusted price after application of the above-described equating adjustments. The *** also describes why and how various adjustments are made and explains the valuation methodology used to determine the vehicle value. CCC provides the completed *** to the insurance company, which then considers the *** in its sole discretion as one piece of information used in its settlement of its total loss claim with the claimant.
  A copy of the *** provided to State Farm was attached to Mr. ******* submission. As can be seen from the ***, CCCs opinion as to the value of the loss vehicle was based on the specific characteristics of the vehicle, such as its age, mileage, condition, equipment,and options. The vehicle at issue here was over 15 years old. Typically, older vehicles have fewer comparables. CCC was, however, able to locate seven comparable vehicles within 72 miles of the loss zip code and with similar mileage to the loss vehicles (within 20% the loss vehicles mileage). See *** at 8-10. Additionally, the comparable vehicles were the same year, make, model,and engine as the loss vehicle.[2] See id. In contrast to Mr. ******* claims, the majority of the comparable vehicles that CCC used to support its opinion as to the value had fewer miles than the loss vehicle. For example, Comparables 1 and 5 had approximately ****** fewer miles than the loss; Comparable 3, approximately ****** miles fewer; and Comparable 4, approximately ****** miles fewer. Only two of the seven comparables had higher mileage: Comparable 6 had approximately ***** miles more than the loss, and Comparable 7, approximately ****** miles more. See id. CCC based its initial valuation off of these comparable vehicles.
  After CCC sent the initial valuation, the insurer asked CCC to consider five additional comparable vehicles that it understands were provided to the insurer by ****************. Four of those comparable vehicles were added to the valuation and supported CCCs initial opinion as to value. See *** at ***** (Comparable Nos. 8, 10, 16,19). Notably, several of the vehicles provided by **************** through his insurer had significantly fewer miles than the loss vehicle. See id. at 13 (showing Comparable 19 with ****** fewer miles or nearly half of the loss vehicles miles). The fifth comparable vehicle provided by **************** did not have contact information listed and as such, CCC does not consider it a proper vehicle to include in its valuation, as CCC requires contact information for all comparable vehicles.
  In light of the insurers request to add comparable vehicles, CCC also expanded its initial search and added eleven supplemental comparable vehicles. See *** at ***** (Comparable Nos. 9, 11, 12, 13, 14, 15, 17, 18, 20, 21, 22). While some of these comparable vehicles were farther away than the initial seven comparable vehicles that formed CCCs opinion as to the value of the loss, all of the additional comparable vehicles supported CCCs initial opinion as to value. As such, these vehicles did not impact CCCs opinion as to value.
  CCC is always willing to consider additional comparable vehicles or information that *** affect CCCs opinion as to the value of the loss vehicle. Because CCC does not adjust, settle, or pay total loss claims, **************** should work through his insurer to submit any additional information to CCC that he *** have or would like the insurer to consider.
  We appreciate the opportunity to respond to Mr. ******* concerns, as well as your assistance with and attention to this matter.
  
  
  [1] While many of CCCs customers are insurance companies, CCC is also used by rental car agencies as well as certain local and federal government agencies.
  [2] CCC uses comparable vehicles that are currently or were for sale within 90 days of the loss, and as such, it is possible that some vehicles *** no longer be for sale by at the time the insured receives the valuation. CCC is not searching for replacement vehicles, but for vehicles that will help CCC form an opinion as to its opinion of the value of the vehicle in the market.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CCC ONE is colluding with my insurance company Liberty Mutual to reduce my auto claim. Under the direction of Liberty Mutual once I found a comparable car on my own, intentionally flooded the report with lower Select Trim cars to reduce the value of calculated. After reports consistently including only the correct Premium trim the report including my comparable vehicle lower trim vehicles were transparently used to weigh down the calculation. Also an arbitrary 3K is being reduced on every car without justification and is being used to suppress the claim value.

  Business Response

  Date: 05/14/2024

  May 14,2024
  Via Electronic Portal
  Better Business Bureau
  ******************************
  *******, *******; 60601
  ************
  ***************************************************************************************
  ************************
  
  Re:       Consumer Complaint *********************;
  File No.: 21641547
  To Whom It May ****************************************************************************** CCC Intelligent Solutions, **** (CCC) is writing in response to the above-referenced complaint filed by ********************* that was received by my office on April 30, 2024. CCC thanks you for the opportunity to respond to ********************* concerns.
  At the outset, it is important to note CCC does not adjust, settle, or pay total loss claims. Those decisions are made solely by the insurance company adjusting the claim, in this case ******************************** (Liberty). Instead, when specifically requested, CCC provides its opinion as to the value of a loss vehicle to inform the requestors analysis and, in the case of an insurance company, assist the company in resolving any total loss claims.[1] As such, any questions ************** has regarding the ultimate settlement of his claim should be directed to his insurer. CCC will limit its response to CCCs valuation process.
  CCC maintains an industry-leading database of used vehicles that, at any point in time, contains detailed information on approximately eight (8) million vehicles currently or recently advertised for sale in the *************. The vehicles in this database are drawn from three distinct sources of information: (a) inspected dealer vehicles; (b) dealer-advertised vehicles; and (c) privately-owned and advertised vehicles. The comparable vehicles used in CCCs total loss valuations are drawn from this database. New comparable vehicles are added to the database daily. Over the course of a year, CCCs database will include information on approximately twenty (20) million unique used vehicles.
  When a total loss valuation is requested -- in this case by the insurance company -- the requestor provides CCC with the loss vehicles Vehicle Identification Number (VIN). CCCs software performs a VIN analysis and identifies the loss vehicles year, make,and model. The insurance company confirms this information and provides CCC with the loss vehicles mileage, options, aftermarket equipment, refurbishments,as well as the zip code where the loss vehicle is garaged. The insurance company also performs a physical inspection of the loss vehicle during which it assesses and rates the pre-collision condition of the loss vehicles key components, which it provides to CCC.
  CCCs automated system then searches CCCs database of inspected and advertised vehicles to identify the best possible comparable vehicles for use in preparing a valuation of the loss vehicle. CCC identifies comparable vehicles based on the year, make, model,trim level, body style, engine, and location of the loss vehicle. CCCs system also adjusts the price of those vehicles to equate the comparable vehicles more accurately to the loss vehicle, since no two used vehicles are exactly alike.These adjustments allow for an apples-to-apples comparison between the loss vehicle and the comparable vehicles, and account for differences such as mileage and options, as well as for vehicle condition. After the foregoing adjustments have been made, a weighted average of the adjusted values of the comparable vehicles is calculated, considering the similarity of the comparable vehicles as compared to the loss vehicle, their location, the recency of the data, and whether the comparable vehicle was inspected by CCC.
  Finally, CCC supplies the insurance company with a detailed report explaining the valuation of the loss vehicle and CCCs opinion as to the value of the loss. This report is called a Market Valuation Report or *** for short. The *** lists all the comparable vehicles used in the valuation and includes available detailed information about the comparable vehicles such as the **** the contact information for the seller of the vehicle, the price of the vehicle, the vehicles options, trim level,mileage, the adjusted price after application of the above-described equating adjustments. The *** also describes why and how various adjustments are made and explains the valuation methodology used to determine the vehicle value. CCC provides the completed *** to the insurance company, which then considers the *** in its sole discretion as one piece of information used in its settlement of its total loss claim with the claimant.
  In this case, CCC initially provided its opinion as to the value of the vehicle pursuant to N.J. Admin. Code 11:3-10.4(a)(3),as CCC is an approved computerized source. In its initial valuation (attached hereto as Exhibit A), CCC located two comparable vehicles that were also 2022 **** Mustang Mach-E ******* RWD, within 100 miles of the loss vehicle, and had similar options to the loss vehicle. See Ex. A at *****. CCC adjusted those vehicles to account for differences in mileage, packages, and condition.[2]As can be seen from the ***, CCCs opinion as to the value of the loss vehicle was based on the specific characteristics of the vehicle, such as its age, mileage, condition, and options. The two comparable vehicles within 100 miles of the loss zip code were the same year, make, and model, and had similar options. See id. CCC based its initial valuation off of these comparable vehicles.
  Shortly thereafter, the insurer requested that CCC to provide a valuation as though the loss vehicle was a new model year vehicle, or a Better Car Replacement valuation. This type of valuation is specific to the insurer and was done at the insurers direction.Therefore, at the direction of Liberty Mutual, CCC valued the loss as a year newer than the actual VIN indicated, i.e., 2023 model year versus 2022,and with ****** miles less than the odometer reading that was provided to CCC. CCC then provided this valuation to the insurer, which is attached hereto as Exhibit B.
  After CCC provided the prior two valuation reports, CCC received two additional comparable vehicles from insurer that it understands were provided to the insurer by **************. Those comparable vehicles were located several thousand miles away from the loss vehicle, with one being ***** miles and the other being ***** miles away. Pursuant to New Jersey regulations and CCCs approved methodology, CCC provides valuations by giving primary consideration to the values of vehicles in the local market area (N.J.Admin. Code 11:3-10.4(a)(3)), CCC declined to include the additional comparable vehicles as part of its opinion as to the value of the loss vehicle but added six supplemental comparable vehicles all of which supported CCCs initial opinion as to value. As can be seen from the valuation report (attached hereto as Exhibit C), while those supplemental comparable vehicles were further from the loss than the initial comparable vehicles, they were closer than the comparable vehicles provided by **************, were within 430 miles of the loss, and were the same year, make, and model as the loss vehicle. See Ex. C at ***** (Comparable Nos. 3-8).
  Nearly four months later, CCC received a request from the insurer to provide an updated valuation and to include a specific comparable vehicle in that valuation. CCC provided an updated valuation, attached hereto as Exhibit D, which includes the specific comparable vehicle that the insurer asked CCC to include. See Ex. D at 12 (Comparable 4). CCC also included four other comparable vehicles that were recently for sale and were within 300 miles of the loss vehicle and provided this *** to the insurer. See id. at *****. Because the insurer had specifically directed CCC to use certain comparable vehicles in this valuation,the valuation no longer reflected CCCs valuation methodology or its opinion as to the value of the loss vehicle. This was noted on the ***. See id. at ******/22/2024 14:11 - INSURER DIRECTED CCC ON THE CRITERIA AND/OR VEHICLES TO USE AS COMPARABLE VEHICLES FOR THIS VALUATION. THE VALUATION DOES NOT NECESSARILY REFLECT CCC'S OPINION AS TO THE MARKET VALUE OF THE **** VEHICLE.).
  CCC has not received any additional information from the insurer since providing the valuation report in Exhibit D.Because CCC does not adjust, settle, or pay total loss claims, ************** should work through his insurer to submit any additional information he may have or would like the insurer to consider.
  We appreciate the opportunity to respond to **************** concerns, as well as your assistance with and attention to this matter.
  
  
  [1] While many of CCCs customers are insurance companies, CCC is also used by rental car agencies as well as certain local and federal government agencies.
  [2] ************** refers to an arbitrary 3K is being reduced on every car. While it is not completely clear what ************** is referring to, it is possible he is referring to the condition adjustment, which is explained on page 10 of the ***. CCCs methodology addresses condition as part of a two-step process. First,the condition of the comparable vehicles is set to a baseline condition that is selected by each individual insurer. In this case, the condition Normal Wear,which reflects the general condition level of the average vehicle on the road, was used. If a comparable vehicle is listed for sale by a dealership, it is in Dealer Ready condition,and the value of that comparable vehicle is adjusted for condition to equate it to the baseline level of Normal Wear. Importantly, the first step of the condition adjustment does not reduce the value of the comparable vehicles,it only brings the comparable vehicles to a baseline condition level to ensure comparability. In the second step, the various components of the loss vehicle are also compared to this baseline condition and adjusted depending on whether each component is in the same, better, or worse condition than Normal Wear.The condition of the loss vehicle is determined by the insurance companys adjuster and is documented and reflected separately in the Vehicle Condition section of the ***. See Ex. A at 8. In this case, seven components of *************** vehicle were in Dealer Ready condition, and positive adjustments to the value of the loss vehicle were made. Had all components of the loss vehicle been in Dealer Ready condition, the positive adjustments to the loss would have equaled the condition adjustment to the comparable vehicles, reflecting that the loss and comparables were in the same condition.
  

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21641547
  
  I am rejecting this response because I do not believe their explanation that Liberty Mutual didnt direct them in any way to water down the valuation once run with the comparable I provided. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2020, I requested a permanent opt out to all health coverage from my University health care provider. In August of 2023, I found out this permanent opt out did not work somehow, and that i was being charged the ~$330 coverage fee, for a service I did not need, use and opted out for 3 years prior, I applied for a refund, and re-opted out to the coverage. Over the last 6 months, *** called, Emailed and formally complained to this company wondering where my refund was, and was told it would be coming in October, December, January, and February, with no end in sight. I still do not have my money, and recently was told I would be refunded from my previous opt out (2020 onward) with still, no updates, timelines, or even where to expect this refund.Although the amount paid is listed as 330, the money taken since 2020 is no known, and finding the past transactions has proven to be incredibly difficult. i just want my money, back, I have not wanted this service since 2020, opted out and have been waiting for that money back for years at this point.

  Business Response

  Date: 03/22/2024

  CCC has researched this complaint internally and found that this does not relate to our business. This complaint seems to have been filed against the wrong business.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my 1989 Motorcycle stolen on 12/17/2023. My insurance company, State Farm, uses this "CCC1 information Services" for comparable amounts for a total property loss. The problem is CCC1 supplied State Farm with comparables that can not be VERIFIED and the amounts were lower than the written appraisel of $6000.00 I gave to State Farm at the time of coverage. I believe this company uses phony comparables.This motorcycle is considered a RARE vehicle based on the low milage and year with an excellent appraisel.

  Business Response

  Date: 02/02/2024

  February 2, 2024
  Via Electronic Portal
  Better Business Bureau
  **************************************
  *******, **  60601
  ************
  **********************************************************************************************
  ************************
  
  Re:       Consumer Complaint *************************;
  File No.: 21192093
  To Whom It May ****************************************************************************** CCC Intelligent Solutions, **** (CCC) is writing in response to the above-referenced complaint filed by ************************* that was received by my office on January 25, 2024. CCC thanks you for the opportunity to respond to ****************** concerns.
  At the outset, it is important to note that CCC does not determine whether a vehicle is repairable or is considered a total loss. That determination is made solely by the insurance company adjusting the claim, in this case ******************** Companies (State Farm). CCC also does not adjust, settle, or pay total loss claims. Instead, when specifically requested, CCC provides its opinion as to the value of a loss vehicle to inform the requestors analysis and, in the case of an insurance company, assist it in resolving any total loss claims.[1] As such, any questions **************** has regarding whether his vehicle should have been determined a total loss or about the adjustment or ultimate settlement of his claim should be directed to his insurer. CCC will limit its response to CCCs valuation process.
  CCC maintains an industry-leading database of used commercial and recreational units that are drawn from two distinct sources of information: (a) dealer-advertised vehicles; and (b)privately-owned and advertised vehicles. New comparable vehicles are added to the database daily. The comparable vehicles used in CCCs total loss valuations are drawn from this database.
  When a total loss valuation is requested -- in this case by an insurance company -- the requestor provides CCC with the loss vehicles Vehicle Identification Number (VIN). CCCs software performs a VIN analysis and identifies the loss vehicles year, make, and model. The insurance company confirms this information and provides CCC with the loss vehicles mileage, options, aftermarket equipment, refurbishments, as well as the zip code where the loss vehicle is garaged. The insurance company also performs a physical inspection of the loss vehicle during which it assesses and rates the pre-collision condition of the loss vehicles key components, which it provides to CCC.[2]
  CCC will then have a trained Valuator search CCCs database of commercial and recreational vehicles to identify the best possible comparable vehicles for use in preparing a valuation of the loss vehicle. CCC identifies comparable vehicles based on the year,make, model, trim level, body style, engine, and location of the loss vehicle.CCCs system also adjusts the price of those vehicles to equate the comparable vehicles more accurately to the loss vehicle, since no two used vehicles are exactly alike. These adjustments allow for an apples-to-apples comparison between the loss vehicle and the comparable vehicles, and account for differences such as mileage and options, as well as for vehicle condition. After the foregoing adjustments have been made, an arithmetic average of the adjusted values of the comparable vehicles is calculated.
  Finally, CCC supplies the insurance company with a detailed report explaining the valuation of the loss vehicle and CCCs opinion as to the value of the loss. This report is called a Market Valuation Report or *** for short. The *** lists all the comparable vehicles used in the valuation and includes available detailed information about the comparable vehicles such as the **** the contact information for the seller of the vehicle, the price of the vehicle, the vehicles options, trim level,mileage, the adjusted price after application of the above-described equating adjustments. The *** also describes why and how various adjustments are made and explains the valuation methodology used to determine the vehicle value. CCC provides the completed *** to the insurance company, which then considers the *** in its sole discretion as one piece of information used in its settlement of its total loss claim with the claimant.
  A copy of the *** provided to State Farm is attached hereto as Exhibit A. As can be seen from the ***, CCCs opinion as to the value of the loss vehicle was based on the specific characteristics of the vehicle, such as its age, mileage, condition, equipment,and options. Most prominently, the motorcycle was 35 years old and had over ****** miles. CCC was able to locate two comparable vehicles within 877 miles of the loss zip code and with similar mileage to the loss motorcycle (****** miles and ****** miles, respectively). See *** at 4. The two comparable units were the same make, model, and engine as the loss vehicle, and one comparable vehicle was the same model year, while the other was a year newer.[3] See id. These vehicles are based upon advertisements available at the following links:
  
  **************************************************************************************************************************************************************************
  **************************************************************************************************************************************************************************
  
  CCC based its valuation off of these comparable vehicles.
  
  After CCC sent the initial valuation, the insurer asked CCC to consider the impact certain refurbishment items may have on the vehicles value. Based on receipts for refurbishments received by CCC, $12 was added to the value. See *** at 1. These adjustments were based upon CCCs market research and measure the impact of the refurbished part on the value of the vehicle loss overall.
  On or about January 2, 2024, **************** contacted CCC, and spoke with one of CCCs customer service agents. CCC reviewed the valuation, methodology, and the basis for the adjustments for refurbishments with ****************. During this phone call, CCC also explained that **************** would need to discuss any issues with the assessment as to the condition of the vehicle, any appraisals he had, and the ultimate settlement,with his insurer. CCC is always willing to consider additional comparable vehicles or information that a vehicle owner may provide, and **************** should feel free to work through his insurer to submit any additional information he may have.
  We appreciate the opportunity to respond to ****************** concerns, as well as your assistance with and attention to this matter.
  
  
  [1] While many of CCCs customers are insurance companies, CCC is also used by rental car agencies as well as certain local and federal government agencies.
  [2] Again, CCC does not make any decisions regarding whether a vehicle is a total loss or repairable, and CCCs total loss valuations are based upon information provided from the insurers physical inspection of the vehicle.
  [3]  In its valuations, CCC uses comparable vehicles that are currently or were for sale within 90 days of the loss, and as such, it is possible that some vehicles may no longer be for sale by at the time the insured receives the valuation. CCC is not searching for replacement vehicles, but for vehicles that will help CCC form an opinion as to the market value of the vehicle.

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21192093
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/05/2024

  As stated in the original complaint the comparisons provided by CCC1 do not exist.  I tried to find out the serial numbers of each one and found that the first one lists *************************** on ******** from ******* *******.  This contact refused to provide a serial number and the address where the motorcycle could be seen and now it will not be seen on the market place of ********.  The second contact lists *********************** on ******** from **********, ****.  When I asked for the serial number, I got no response and ***** has not signed in to ******** since June of 2023.  Now this company will use the "CUTE" disclaimer that they cannot guarantee these comparables are available because they might be sold or the seller changed their mind about selling.  But the damage has already been done to me because the insurance will use the information they received from CCC1 which is such a lowball dollar amount it defies common sense.  The only satisfaction I can receive is for the CCC1 company to contact **************************** and withdraw the comparisons and instruct State Farm not to use them for claim number 1160R038X.

  Business Response

  Date: 02/14/2024

  February 14,2024
  Via Electronic Portal
  Better Business Bureau
  **************************************
  *******, **  60601
  ************
  **********************************************************************************************
  ************************
  
  Re:       Second Response Consumer Complaint *************************;
  File No.: 21192093
  To Whom It May ***************** you for the opportunity to provide a further response to ****************. As CCC indicated in its initial response, CCC provided its opinion as to the value of the loss vehicle based upon the limited comparable vehicles available for the 35-year-old Kawasaki motorcycle.CCC also provided the information regarding those comparable vehicles in its valuation report and previous response to ****************. CCC stands by its valuation, but is, however, always willing to review additional comparable information, receipts, refurbishments, restoration, or any additional information regarding the loss vehicle. Because CCC does not adjust, settle, or pay total loss claims, **************** should work through his insurer to submit any additional information he may have. At this time, CCC has not been provided any additional documentation or other comparable vehicles to consider.
  We appreciate the opportunity to respond to ****************** concerns, as well as your assistance with and attention to this matter.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21192093
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/16/2024

  So, since it is a well known fact that the ******** App can be manipu;ated to make phony unsubstantianted claims, my belief is that CCC1 has done just that.  My opinion is it is Better Business if CCC1 would provide the serial numbers for the advertised motorcycles, it would prove the advertisements are real.  Surely this is a reasonable request if CCC1 is not involved in a scam to provide the insurance company with the lowest comparable value they are making.  I demand the CCC1 company provide the above mentioned serial numbers, so I can verify the validity of their claims.  Anything short of my demand can only be construed as false information.  Just give me the serial numbers and when I verify same I will withdraw my complaint.  No serial numbers and the complaint will continue.  

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It feels like this is s **mputer generated **mpany. No real people to do the job **rrectly. They totaled my pickup with very minor damage then gave **mp vehicles that were not **mparable at all. When we sent them ones that were they dismissed them. Only using non existing vehicle **mps (we **uldn't find some of the ones they used) or **mpanies that were out of business and had been for years. How is that a legal **mp? My pickup has a brand new motor. Everything rebuild and brand new front to back and the body is still in great **ndition. They didn't care, they only looked at the year and what the tach said. They are scammers and are only swindling the **nsumer and our insurance **mpany (Allstate) didn't care. I wish I would have thought to fight for a different **mpany to be used. But our frustration with this scam **mpany got the best of us. There was always a voicemail and we wouldn't get calls returned for weeks on end. Then they wouldn't hear what we said or take our information. They dismissed anything we had that would prove the value of our vehicle was much greater. We got screwed by this **mpany! It's like the insurance **mpany didn't care and used them to low ball us. And because this isn't an accredited **mpany the insurance ** can just look the other way and let the **mputer generated ccc **mpany do there thing and then the ins ** is no longer responsible. It's so scary that they **ntinue to be used and trusted by our insurance **mpanies and are still in business. I do not understand why the insurance **mmissioner doesn't audit them the way they do the insurance **mpanies. Why does the **mmissioner allow the insurance **mpanies to just say ccc gave me the value when they do not have a good reputation, they are not a **mpany that wants to help the **nsumer, they low ball and s**** the customer. They have no legal repercussions what so ever. Someone need to be held ac**untable for their fraudulent actions!

  Business Response

  Date: 02/02/2024

  
  February 2, 2024
  Via Electronic Portal
  Better Business Bureau
  **************************************
  *******, **  60601
  ************
  **********************************************************************************************
  ************************
  
  Re:       Consumer Complaint *********************;
  File No.: 21169046
  To Whom It May ****************************************************************************** CCC Intelligent Solutions, **** (CCC) is writing in response to the above-referenced complaint filed by ********************* that was received by my office on January 22, 2024. CCC thanks you for the opportunity to respond to ********************* concerns.
  At the outset, it is important to note that CCC does not determine whether a vehicle is repairable or is considered a total loss. That determination is made solely by the insurance company adjusting the claim, in this case Allstate Property ****************************** (Allstate). CCC also does not adjust, settle,or pay total loss claims. Instead, when specifically requested, CCC provides its opinion as to the value of a loss vehicle to inform the requestors analysis and, in the case of an insurance company, assist it in resolving any total loss claims.[1] ** such,any questions ******************** has regarding whether his vehicle should have been determined a total loss or about the adjustment or ultimate settlement of his claim should be directed to his insurer. CCC will limit its response to CCCs valuation process.
  CCC maintains an industry-leading database of used vehicles that, at any point in time, contains detailed information on approximately eight (8) million vehicles currently or recently advertised for sale in *****************. The vehicles in this database are drawn from three distinct sources of information: (a) inspected dealer vehicles; (b) dealer-advertised vehicles; and (c) privately-owned and advertised vehicles. The comparable vehicles used in CCCs total loss valuations are drawn from this database. New comparable vehicles are added to the database daily. Over the course of a year, CCCs database will include information on approximately twenty (20) million unique used vehicles.
  When a total loss valuation is requested -- in this case by an insurance company -- the requestor provides CCC with the loss vehicles Vehicle Identification Number (VIN). CCCs software performs a VIN analysis and identifies the loss vehicles year, make, and model. The insurance company confirms this information and provides CCC with the loss vehicles mileage, options, aftermarket equipment, refurbishments, as well as the zip code where the loss vehicle is garaged. The insurance company also performs a physical inspection of the loss vehicle during which it assesses and rates the pre-collision condition of the loss vehicles key components, which it provides to CCC.[2]
  CCCs automated system then searches CCCs database of inspected and advertised vehicles to identify the best possible comparable vehicles for use in preparing a valuation of the loss vehicle. CCC identifies comparable vehicles based on the year, make, model,trim level, body style, engine, and location of the loss vehicle. CCCs system also adjusts the price of those vehicles to equate the comparable vehicles more accurately to the loss vehicle, since no two used vehicles are exactly alike.These adjustments allow for an apples-to-apples comparison between the loss vehicle and the comparable vehicles, and account for differences such as mileage and options, as well as for vehicle condition. After the foregoing adjustments have been made, a weighted average of the adjusted values of the comparable vehicles is calculated, considering the similarity of the comparable vehicles as compared to the loss vehicle, their location, the recency of the data, and whether the comparable vehicle was inspected by CCC.
  Finally, CCC supplies the insurance company with a detailed report explaining the valuation of the loss vehicle and CCCs opinion as to the value of the loss. This report is called a Market Valuation Report or *** for short. The *** lists all the comparable vehicles used in the valuation and includes available detailed information about the comparable vehicles such as the **** the contact information for the seller of the vehicle, the price of the vehicle, the vehicles options, trim level, mileage,the adjusted price after application of the above-described equating adjustments. The *** also describes why and how various adjustments are made and explains the valuation methodology used to determine the vehicle value. CCC provides the completed *** to the insurance company, which then considers the *** in its sole discretion as one piece of information used in its settlement of its total loss claim with the claimant.
  A copy of the *** provided to Allstate is attached hereto as Exhibit A. ** can be seen from the ***, CCCs opinion as to the value of the loss vehicle was based on the specific characteristics of the vehicle, such as its age, mileage, condition, equipment, and options. Most prominently, the vehicle was nearly 20 years old and had over ******* miles. ** a point of comparison, the average mileage for a similar vehicle of the same year, make, and model is approximately *******. CCC was, however, able to locate two comparable vehicles within 60 miles of the loss zip code and with similar mileage to the loss vehicle (******* miles and ******* miles, respectively). See *** at *****. The two comparable vehicles were the same make, model, and engine as the loss vehicle, and one comparable vehicle was the same model year, while the other was a year newer.[3] See id. CCC based its initial valuation off of these comparable vehicles.
  After CCC sent the initial valuation, the insurer asked CCC to consider the impact certain refurbishment items may have on the vehicles value. Based on receipts for refurbishments received by CCC, $1,582 was added to the vehicle value. See *** at 1. These adjustments were based upon CCCs market research and measure the impact of the refurbished part on the value of the vehicle loss overall. CCC also received three additional comparable vehicles from insurer that it understands were provided to the insurer by ********************. Two of those comparable vehicles were added to the valuation and supported CCCs initial opinion as to value. See id. at ***** (Comparable Nos. 4, 6). The third comparable vehicle provided by ******************** did not have contact information listed and thus was not proper to include in the valuation. CCC also expanded its initial search and added five supplemental comparable vehicles all of which supported CCCs initial opinion as to value. See id. at ***** (Comparable Nos. 3, 5, 7, 8, 9).
  On or about December 8,2023, ******************* contacted CCC, and spoke with one of CCCs customer service agents.CCC reviewed the valuation, methodology, and the basis for the adjustments for refurbishments with ********************. During this phone call, CCC also explained that ******************** would need to discuss any issues with the assessment as to the condition of the vehicle as well as the ultimate settlement, with his insurer. CCC is always willing to consider additional comparable vehicles or information that a vehicle owner may provide, and ******************** should feel free to work through her insurer to submit any additional information she may have.
  We appreciate the opportunity to respond to ********************** concerns, as well as your assistance with and attention to this matter.
  
  
  [1] While many of CCCs customers are insurance companies, CCC is also used by rental car agencies as well as certain local and federal government agencies.
  [2] Again, CCC does not make any decisions regarding whether a vehicle is a total loss or repairable, and CCCs total loss valuations are based upon information provided from the insurers physical inspection of the vehicle.
  [3] In its valuations, CCC uses comparable vehicles that are currently or were for sale within 90 days of the loss, and as such, it is possible that some vehicles may no longer be for sale by at the time the insured receives the valuation. CCC is not searching for replacement vehicles, but for vehicles that will help CCC form an opinion as to its opinion of the value of the vehicle.