Carwise/CSI Dispute Policy

CCC customers may dispute the validity, results or comments of an individual survey and ask that the disputed survey be removed from the result set provided by CCC which forms the basis of the customer satisfaction ratings.

CCC does not verify the content of surveys and cannot remove the survey—or the corresponding review posted on the Carwise website—simply because there is a disagreement about the contents. Apart from a court order mandating the removal of a survey or review, CCC will not remove it unless it is clearly obvious from the comments that the survey or review violates the Terms and Conditions.

CCC will only consider removing a survey or review for one of the following reasons:

• The respondent is not a customer of the repair facility being reviewed.
• It contains profane, racist or adult material.
• It contains personally identifiable information such as full name, home address, phone number, date of birth, etc. (A first name alone without additional personally identifiable information does not qualify a review for removal.)
• It contains materials that are copyrighted or subject to third party proprietary rights, including privacy, publicity, trade secret.
• A court order has been issued to remove it.

If you believe a survey or review meets one of the above criteria, you can dispute it by sending an email to csidispute@cccis.com. The email must contain the following information for the dispute to be processed:

• Repair facility name, address and phone number
• Insurance company name (if applicable)
• Consumer first and last name (as stated on repair order/claim)
• Repair order number
• Stated reason for the dispute
• PDF attachment of the review or survey result set, as applicable

The email request must be received within 10 business days after the survey or review was completed. An email response with CCC’s decision approved/rejected) will be provided within 5 business days of email receipt. If a dispute is approved, the review will be removed within 5 business days after approval. CCC retains the right to update this policy at any time without notice.