Complaints

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:11/20/2023

  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 purchased a dozer for $60,813 from ******, ** location. I requested to try out the machine before purchasing and was told that it was under their assurance program and was covered for 90 days incase anything was not working properly. So, there was no need to try out the dozer before purchasing. When I sent out a truck to pick up the machine it was not working. I hired a service tech which cost me an extra $1,500 to check it out and found there is metal in the hydraulic pump as well as the batteries were not working. IronPlanet denied the claim and said that the hydraulic was not covered under their assurance program. The problem is still unresolved, and the dozer is still sitting at their location. I want to get my refund for this non-working dozer as well as the expense for the service tech.

• Initial Complaint

  Date:11/15/2023

  Type:Product 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.

  On 08/24/23. I bought a Trencher that had ******************* The opening page estates that the meter reading is 179hrs. When the machine was delivered to me it did not start or had that meter reading on it, and a lot more damages on it. Having only 24hrs to report item from receiving the item. I contacted the ****************** and explained what was happening, they told me to send pictures, So I did. This Is What they replied, ( As we spoke, please send me a current video of the hour meter with the machine running, and also a diagnosis of what is going on with the unit from a mechanic shop. Once received, I can evaluate what Ironclad may potentially cover, or will not. This request has a 72-hour response time associated with it. Any delays past the ****************************************************************** denial of the dispute.) So, I did get a repair shop to get it running with an estimate of the repairs that It needed. I sent a video with the damages, hour meter and a repair estimate to iron clad assurance, two weeks later I received a call from ironclad assurance stating there was nothing they could do about it. Do NOT ************************ Now I have to go to ******* **. to summit a small claims

  Business Response

  Date: 11/27/2023

  This case has an active dispute and has been escalated to the dispute team awaiting resolution for item 10291705

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20874053
  
  I am rejecting this response because:
  This issue havent been resolved.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/13/2023

  Type:Product 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.

  On 3/30/23 I bid on a ******** brand tool cabinet located here: *********************************************************** We have ******** brand file cabinets in our office and have been pleased with the quality. I noted from the auction pictures that no keys were included, so I contacted ******** to purchase replacement keys. They informed me this was not an actual ******** product, but a Chinese knockoff! On 4/4/23 I sent the following email to ****************************:Hello,We have enjoyed using Ironplanet over the past 14 years. If you look at our account history you will see through the many purchases that we have never failed to complete a transaction. That being said, we really do not want this item. I did not realize this product is a Chinese knockoff when I bidded on it- I thought this was manufactured in the *** by the actual ******** brand. Unfortunately, when I emailed ******** about replacement parts, they told me this is not their product. However, I do not want our account to be closed and will do whatever it takes to avoid that situation. Is there an option for us to not lose our account? I am willing to pay the transaction fees, or whatever, if needed.Thank you for any help.Respectfully,I didn't get a response, so I sent the same email to ************************************** on 4/5/23.I didn't get a response, so on 4/10/23 I replied to an email from ***************************, Sales Assistant.I received a phone call on 4/11/23 and the lady said not to worry, they would remove my bid, I did not need to take further action. My account remained locked, so I made multiple calls to and emailed ************** Today, 10/12/23, I again called and was told I needed to pay a "default fee". I was then transferred 3 times, then put on hold for an extended period of time. I finally gave up and hung up.I would like my account restored and be able to bid on products for my business. I have been a customer for 15 years and not had any issues prior to this.

  Business Response

  Date: 10/24/2023

  Left *** a voice mail and email to contact us to resolve issue for item 9364593

• Initial Complaint

  Date:10/09/2023

  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.

  I recently bid on and won an item from Iron Planet for a cost of $40. My invoice included a $100 transaction fee, which is not detailed in the Buyers Terms and Conditions. It does say that buyers will pay a transaction fee, but it gives no hint as to how much the fee would be.

  Business Response

  Date: 10/10/2023

  Good morning,

  All of our listed items in our auctions will show all listed transaction fees. The break down of the fees can be found on each page by scrolling down to the Payment Details as shown in the screenshot. That section also has access to additional links for further details before and after a bid is placed to help the customer with any other questions or concerns. We can have one of our agents contact the customer to assist with this purchase and answer any other questions. 

   

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20716163
  
  I am rejecting this response because the information is not in an easy to find spot on the website. I am also having a very difficult time arranging for my item to be shipped. Your company is not providing very good service.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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.

  On 8/31/23 I was the winning bid on Item #********. The item was paid for by wire transfer on 9/1/23 and I received the release documents. On 9/11/23 I arrived at the site following an ***** mile trip to recover the item, only to find IronPlanet had failed to disclose a significant crack in the suspension that made the trailer unmovable. The inspection report in the listing only noted that the refrigeration unit was inoperable. I initiated a dispute while still at the location. I was informed by email by ***************************** that they 'are not going to be participating' in a refund as the listing was not covered by their ******************* IronPlanet willfully and negligently failed to disclose damage that rendered the item unmovable. The photo of the damage shows that it was a known defect as it had been circled. The IronPlanet inspector failed to disclose or discover this damage in their report. It is also noted that IronPlanet failed to provide a similar number of photos of this item as what they have done in most others, to include this location. Typically there are the 4 corner shots until the auction is set, when a total of ************************************************************************************ this auction, only 2 additional photos were added, showing the *** plate and Auction sticker (U688717). An average person would conclude that other than deficiencies noted in the report or visible in the photos that the trailer could be moved. Titles are not available at the pickup location, meaning I could not even sell at a loss to a local scrapyard. The IronPlanet dispute required a repair estimate. A local trailer repair company estimated $5,000. They could not guarantee a patch. This deceitful practice forced me to abandon the item, presumably to be foisted on the next unsuspecting buyer. While a full refund is preferred, I am willing to entertain a substitute item similar to what I was led to believe I was buying within a 300 mile radius.

• Initial Complaint

  Date:08/30/2023

  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.

  On the 17th of August, I participated in one of your auctions and won Item Number ******** a ******** 10FT-18D Tool Cabinet. I promptly paid the agreed sum of $874.40 through a wire transfer on the 18th of August.However, on the 25th of August, I received a shocking communication from your team stating that my payment had been erroneously marked as lost. Even more disturbing was the revelation that my rightfully acquired item had been resold during this period of supposed confusion.As your diligent customer, I find this conduct not only unethical but also potentially illegal. When I won the auction and promptly paid for the item, it became my property. I have every right to possess it yet have been denied due to your company's mismanagement.I am sure you understand the implications of such actions, both legally and in terms of your corporate reputation. It is unacceptable that a business of your standing resorts to such practices. Where is the reliability you promise? Where is the respect for your customers' rights?This incident has caused significant inconvenience and financial loss, not to mention the emotional distress. I insist on the immediate return of the ******** 10FT-18D Tool Cabinet, along with appropriate reparations for the losses incurred due to your company's oversight.I trust that you will address this issue promptly and rectify the situation in a manner that reflects the professional conduct expected of a reputable company like IronPlanet. It's time to prove that your customers' satisfaction and rights are indeed your priority.

• Initial Complaint

  Date:07/22/2023

  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.

  on 7/20/23 I won 2 auctions for ******************* tools totaling over $3000 I paid & picked up the following mooning 7/21/23. Upon loading my tool purchase I find around half of the first purchased lot was only empty tool cases around ***** empty. These were Snap on brand cases therefore driving the auction price high. The second pallet of tools was literally soaked in water. Their onsite staff was dumping ***** water out of the cases. I have photos showing this. Majority of this lot is rusted tools. Upon contacting Iron Planet the same day 7/21/23 to rectify this I filed out 2 dispute forms. They responded back offering me $400 if I agree to their settlement terms. Stating the auction was as is. Well The auction was for tools as in the title NOT EMPTY TOOL CASES NOR WATER LOGGED TOOLS.Disgraceful operation. These empty cases & rusted tools should have been disposed of. The onsite employee said "well maybe someone sabotaged the tools" well that's not my issue. Misleading scam. Any other business would be chut down for selling empty tool cases as tools!!

  Business Response

  Date: 07/24/2023

  We have been unsuccessful in reaching the customer via phone to discuss the issue further. However, we have sent an email to the customer explaining how our items were advertised. The two items in question did have the following statement listed in our listing for sale. "This item is offered as-is, where-is with no ******************* and a buyer may not dispute the condition of the item. IronPlanet claims no responsibility for the condition or description of this item. This item does not include any protection offered by ******************* A buyer may NOT submit a dispute claim on this item." 

  Our disputes team still accepted to receive the dispute even after it was advertised as they wouldn't and offered the customer a refund in the amount of $400, which the customer then refused. We have then sent the customer a follow up email and have not gotten a respond. 

  Customer Answer

  Date: 07/24/2023

  Complaint: 20361408
  
  I am rejecting this response because:
  
  As stated if it were 2 pallets of tools as advertised I wouldnt have an issue   The fact that 25 tool cases were EMPTY! is pure con artist   Not to mention the remaining tools soaked in water?!?  
  
  its really simple   If you auction off a pallet of shoes you should get a pallet of shoes   NOT EMPTY BOXES
  Pretend like its your hard earned money
  $200 is an insult & a disgraceful option   
  
  Thank you
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/05/2023

  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.

  April 7, 2023 purchased a humvee I looked over inspection report at the time I won bid the Humvee was operational and a video shows its running. Unit would not restart with jumping off assumption battery issues. . But it clearly was running. Upon picking up unit on Wednesday june 28 2023 in ****** ** upon arrival I was asked do you want to go get unit I reply no Ill wait about 30 minutes later the guy comes up and says the motor want start its locked up. I said locked up. With 500 miles in it. I said just leave advised you cant. After loading, I called IronPlanet dispute spoke to ****** promises was made dont run or motor locked up you can bring it back for a full refund. I ask if its simple will they fix issues according to inspection report cited. Inspection claim operational. Upon picking up it was definitely not operational. It was towed by loader to truck. Paid ******** IronPlanet wants you to believe well it stated the starter was intermittent and jumped off. Notice jumped off meaning it wouldnt run unless jumped off. The guy at time of picked tried jumping it off. By his own words the motor is locked up. After having to take unit it took 4 days to get this unit started. After diagnosing batteries was dead repeatedly starting. The reason the motor give the impression of locked up was it wasnt motor it was transmission stuck in drive on the high low shifter not the drive shifter we dropped front drive line then able to place in neutral position. Todays call July 5 23 ****** done a 360, its unfortunate they cant do anything. Then a fallout with supervisor they retaliated by closing account. In disregard of money that has been wired on other items. Im requesting refunds on 3 items purchased. IronPlanet closed account because of language used but failed to wire money back for item purchased not picked up and have no release numbers. Knowingly intentionally caused by ******************* to efforts to avoid refunding ********* 1,400,00 part of *********

• Initial Complaint

  Date:06/20/2023

  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.

  Fail to provide proper paper work to register mo il home we demand full refund plus expense to move mobile home

  Business Response

  Date: 06/21/2023

  Hello, 

  We contacted Rehab regarding her complaint on this item. We explained to her that we disclosed the information stating we did not have a title for this unit and can only provide a notarized Bill of Sale to convey ownership. Customer then requested a full refund because we did not provide a VIN, again I informed her this item was sold As Is Where Is and our inspection report also states the following: Serial Number / VIN No serial number or manufacturers identifying number found. This unit may be difficult to export. Customer asked understands and will try to resell the item.

  Thank you,

  Zindy Perales 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20213696
  
  I am rejecting this response because:  ******* statu 329.so22  explains seller responsibility bill of sale provided is not sufficient so we can legally register as required since we have tried to get legal documents now we are in trouble with city ordinance and orders to pay fine it is responsibility of seller provide legal and accurate paper trail that will allow buyer to legally keep  this purchased item type
  Please see attachment
  

  
  

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

• Initial Complaint

  Date:05/21/2023

  Type:Product 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.

  I submitted a bit for the wrong amount of ****** when I wanted to but ****** after I realized the error I called immediately to remove the bud . I made contact with a help tech *** and she spoke with me saw the error and said she contacted the biding department for that particular item she stated that no one answered but that she left a message and not to worry about it. I then received a email notification that I won the item. I attempted several times to correct this error but was informed that I could just not pay . I would like my account restored and be able to bid on products for my business. 10/18/22. Thank you for contacting IronPlanet. You were not outbid when your offer was capped. I am sorry but you will remain responsible for the payment. Please let me know if you have any questions.If you need urgent assistance please call us at ***************.Kind Regards,*** Presale ************************* ************** Email: **************************** RitchieBros.com | IronPlanet.com ref:_00DU0YKaH._5004X1ieoRj:ref Confirmation of Sale: **** Textainer NOC2-34-01 Shipping Container (Item #*******)************************************,Congratulations! You are the winning bidder in a GovPlanet auction for the following item:Description : **** Textainer NOC2-34-01 Shipping Container Serial Number: *********** Location: ********** (San Bernardino County)Date of Sale: Aug 24, 2022 at 9:35:00 AM PDT Item Number: ******* Winning Bid: USD $3,800

  Business Response

  Date: 05/24/2023

  Hello, 

  We have called and spoken with the customer, and provided clarification on how the bidding process works. Customer understands our processes for bidding, and as part of the resolution we have waived the penalty fee and reinstated his bidding privileges so that he can continue to do business with us.