Complaints

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

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• 

  IAA

  2 Westbrook Corporate Ctr STE 500 Westchester, IL 60154

  
• 

  IAA

  160 Amaral St Riverside, RI 02915

• 

  IAA

  304 Colchester Rd Essex Junction, VT 05452

• 

  IAA

  366 Vulcan Street Buffalo, NY 14207

• 

  Insurance Auto Auctions, Inc

  57 Woodlawn Road Aliquippa, PA 15001

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:07/09/2025

  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.

  I purchased a vehicle from IAAI listed as having front-end damage only. Upon delivery, I discovered additional undisclosed damage:A broken rear suspension component A cracked windshield that was hidden by a paper placed over it in the auction photo I emailed IAAI at ******************************************* multiple times, but received no response. I am requesting a resolution or compensation for these serious omissions.

  

  Business Response

  Date: 07/11/2025

  Hello Mr. ****** *******,
  Thank you for submitting your claim to Buyer Services.
  For verification purposes, we reviewed your request in our system. The last recorded communication was on 6/30/2025, in which you inquired about the location of a vehicle that was listed as "offsite" meaning the vehicle was stored at a different location from the selling branch.
  Based on our communication with the branch, the vehicle was sold correctly and all information provided at the time of sale was accurate and consistent with what was received from the seller.
  Please note that buyers have the option to view vehicles before the auction. However, because branches do not perform mechanical inspections or check-in processes beyond standard criteria, we strongly recommend buyers take advantage of this opportunity when available.
  In cases where a buyer is unable to inspect a vehicle due to its offsite location, IAA provides a resource through which buyers may request a third-party inspection for a fee. The resulting report includes a detailed assessment of the vehicles condition.
  We encourage you to review the terms and policies that were agreed to at the time of your registration, which apply to all vehicle purchases:****************************************************

   

  Thank you

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23573792
  
  I am rejecting this response because:
  

  I Do Not Accept
  
  I respectfully disagree with IAAIs response. My complaint is not about the vehicle being offsite, but about undisclosed structural damage that was clearly not shown or mentioned in the listing including:
  
  A broken rear suspension component (sway bar link), which is a safety issue.
  
  A cracked windshield, which was visually covered by a piece of paper in the auction photo.
  
  
  The listing failed to disclose these critical issues, and I had no opportunity to inspect them as the vehicle was marked "Run & Drive" and no such damage was referenced.
  
  I am not disputing the location I am disputing the lack of disclosure, which misled me as a buyer. I ask that this issue be reviewed again in good faith.
  
  

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

  

  Business Response

  Date: 07/11/2025

  Hello, Mr. ****** *******

  Thank you for following up regarding your inquiry.
  As stated in our previous communication, IAA does not have certified mechanics at our branch locations. All information listed online is based on a one-time visual check when the unit arrives at the facility.
  Buyers are encouraged to inspect vehicles prior to auction. Additionally, as previously advised, IAA provides access to a third-party inspection service for a fee. These inspections offer a detailed, independent assessment of a vehicles condition.
  We also encourage you to review IAAs terms and policies, which were agreed to at the time of registration and apply to all vehicle purchases:
  ?? IAA Auction Rules & Policies

  Please note the following key policy terms:

  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  
  4. IT IS THE SOLE RESPONSIBILITY OF BUYER TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. BUYER EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA. THIS INFORMATION INCLUDES, BUT IS NOT LIMITED TO, THE YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, TRANSMISSION TYPE, COLOR/WRAP, ODOMETER DISCLOSURE, *****, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. BUYER UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, BUYER SHOULD OBTAIN A CARFAX OR SIMILAR REPORT PRIOR TO MAKING A BID. BUYER SHALL VERIFY THE ***** TYPE AND BRAND BEFORE MAKING ANY REPAIRS TO THE VEHICLE.

   

  Let us know if you still have questions on our policies. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23573792
  
  I am rejecting this response because:

   

  I acknowledge IAAI's standard disclaimer regarding "AS IS" sales. However, my complaint is not about expectations of perfection or warranty it's about undisclosed and concealed damage that goes beyond what "AS IS" protects.

   

  Specifically:

   

  1. The rear suspension was broken, which is a major safety issue.

   

   

  2. The windshield was cracked, and the auction photo had a white paper placed directly over that area, preventing visibility of the damage.

   

   

   

  These issues were not visible or disclosed in any photos or descriptions, which goes against the principle of good faith in business. A buyer cannot inspect what is intentionally or negligently obscured.

   

  The responsibility to inspect does not override a sellers obligation to provide clear, unobstructed, and truthful visual representation of the product.

   

  Therefore, I respectfully reject the companys explanation and ask that this complaint remain open and unresolved.

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

• Initial Complaint

  Date:07/01/2025

  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.

  Bought 2014 ******** SRX, Stock#: ********, VIN: *****************. Paid via wire transfer. Payment was due by June 30. Wire transfer confirmation shows payment was delivered by June 30th. Sent email to buyer services with receipt of wire payment on June 30, with all details of transaction. Indicated that payment should be applied to purchased vehicle in my email.IAA applied payment to my account on July 1st with $50 late payment fees. Contacted local office, was asked to contact buyer services for confirmation of when they received payment. On hold for over 1 hour waiting for buyer service.Requesting a refund of late fee as wire transfer was delivered, and email on how to apply funds was sent on due date.

  

  Business Response

  Date: 07/03/2025

  BBB Complaint #********:
  
  Thank you for your email. I have reviewed the account in question.
  Please note that all wire payments are processed in the order they are received. Payments received by 2:00 PM are posted the same day; any payments received after 2:00 PM are posted the following business day.
  To ensure your payment is received and credited on time, we recommend sending it 23 days prior to the due date. Additionally, it is the buyers responsibility to apply payments to the appropriate stocks once the wire has been posted to the account.
  At this time, the request to remove the late fee has been denied.
  
  ******* Brown 
  Supervisor,Buyer Services 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23544762
  
  I am rejecting this response because: IAA does not specify that wire transfer must be posted by 2:00pm. An ethical company should not bend rules to maximize margins.
  
  Sincerely,
  
  Uyiosa Abusomwan

  

  Business Response

  Date: 07/09/2025

  Good ****************** *********,
  Thank you for your message.
  We have reviewed the information you provided and have shared your feedback with our Buyer Payment and Marketing teams.
  Please be advised that the details we receive are provided directly by our bank, and we are required to relay the information as it is received.
  We do offer other payment methods as well. If a wire transfer is not a convenient option for you, we encourage you to explore the alternative payment options available.
  Should you need further assistance, please feel free to reach out.
  Best regards,

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23544762

  I am rejecting this response because IAA charging a late fee for a payment that was delivered to the business bank by the due date constitutes an unfair billing practice under the Texas DTPA Consumer protection laws against unfair or deceptive acts (Texas Deceptive Trade Practices Act (DTPA)). If a business had the money in their account by due date and then charged a late fee, it is considered unfair billing practice. Statements such as We didnt see it in our system until the next business day. or It posted after our internal cutoff time. are considered unfair or deceptive business practices. The site manager claims payment should have been made 2 days before due date! and here the customer support is claiming that payment should have been made by **** on due date, none of these are valid unless the contract explicitly states a cutoff time for wire transfer deposit, there is nowhere on the website or buyer contract where such cutoff time is listed. I have made payments to IAA this way in the past with no issues. IAA customer service or site manager should not bend rules to increase profit, or delay acknowledging a transaction and then apply a late fee.

  I am rejecting this response because (1) your buyer agreement provides 3 days for payment to be made. (2) ******* statement shows that this transaction was debited to your bank by the due date, see attached statement from my bank. (3) I also sent an email to your buyer services giving instruction on how my wire transfer should be applied for payment of the specific car in accordance with your guidelines.

  Please do what is right and refund the late fee charged, or provide a written justification of the late fee. I will be filing a formal complaint with the Texas Attorney General.

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

• Initial Complaint

  Date:06/25/2025

  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.

  On 6-23-25, I purchased an auto online from Insurance Auto Auctions (IAA) for $300.With the fees, the total cost of the auto was a little over $800.I predicated my purchase on the following inspection reports of IAA:The Run and Drive Start Code, which means the vehicle motor started and idled, both the forward and reverse gears engaged.The 49/50 Vehicle Score, which means the Drivability of the auto is that it Very likely starts and runs.On 6-24-25, I went to IAA to pick up the auto I had purchased online on 6-23-25.The auto started and idled, but both the forward and reverse gears failed to engage, and therefore I could not drive the auto.Thus, IAA is guilty of giving me misleading, false, or deceptive vehicle inspection reports.

  

  Business Response

  Date: 06/27/2025

  Hello Mr. ****** ******

  Thank you for reaching out to IAA Buyer Services. 

  After further review we have concluded the vehicle was sold through one of brokers. 

  Please connect with the broker on your claim and we have also send a communication to them. 

  We have attached the IAA Policy that was accepted when you registered with IAA and the broker as well. 

  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.

  7. ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION RUN & DRIVE) MEANS THAT THE ENGINE STARTED (EITHER WITH OR WITHOUT A JUMP), BOTH THE FORWARD AND REVERSE GEARS ENGAGED AND FROM THE STARTING POSITION, THE STEERING WHEEL MADE ONE FULL ROTATION TO THE RIGHT AND ONE FULL ROTATION TO THE LEFT, ALL AT THE TIME OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY TIME THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

   

  Thank You, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23518431
  
  I am rejecting this response because:

  First, I only used the broker, Go2auctionsnow, because the public has to sign up with a broker to purchase an auto at IAA.
  
  Go2auctionsnow had nothing to do with my purchase of the auto (1997 Geo Prizm) on 6-23-25.
  
  Second, when I tried to engage the forward and reverse gears, the gears not only failed to engage, the transmission started smoking and making loud noises, and therefore the auto could have blown up and I could have been injured.
  
  Because the transmission is completely blown, the forward and reverse gears could never have engaged at the time of arrival at IAA and then failed to engage for me.
  
  So, IAA is blantantly LYING.
  
  The BBB must hire a technician to check the transmission on the auto.
  
  Third, IAA conveniently left out the 49/50 Vehicle Score.
  
  According to the IAA website, the IAA Vehicle Score simplifies damage assessment using advanced technology to automatically present buyers with inventory that aligns with their vehicle-condition preferences. The Vehicle Score provides an ACCURATE damage-level score and saves buyers from the time-consuming process of evaluating multiple vehicles while searching our vast inventory for their next purchase. (emphasis added by complainant)
  
  Furthermore, according to the IAA website, A VEHICLES CONDITION represents one of the most important factors in your decision to purchase a certain vehicle. You have specific damage-level preferences as you search and evaluate a vast inventory to obtain the perfect vehicle for your business. Its a time-sensitive process you know could be more efficient. (emphasis added by complainant)
  
  Moreover, according to the IAA website, IAA Vehicle Score leverages advanced technology to digitally assess vehicle damage, assign an ACCURATE SCORE BASED ON DAMAGE LEVEL and then automatically present you with vehicle options that fit your vehicle-condition preferences. Time is precious for high-volume buyers, and Vehicle Score quickly narrows thousands of vehicles across our inventory to a select amount as you prepare to bid on and buy your next vehicle. (emphasis added by complainant)
  
  IAA is obviously being devious and therefore must be forced to return my money..
  

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

  

  Business Response

  Date: 06/30/2025

  Hello Mr. **************** you for your response to the claim.
  Please be advised that your inquiry has been submitted directly to your broker, as the vehicle was purchased through their account. As the registered account holder, your broker is fully responsible for managing bidder activity and handling any related disputes or concerns.
  At this point, IAA will not be involved further. You must contact your broker directly for any resolution moving forward.
  Thank you,
  *************start="628" data-end="631"> ************** Supervisor

• Initial Complaint

  Date:06/25/2025

  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.

  My 06 *************** was repossessed for nonpayment on 6-11-25. I setup an appt to retrieve my belongings on a certain date and when that date came i was turned away due to an error on the companys behalf w scheduling. I made another appointment and was told 2 different pieces of information at that time my belongings would be held for by the lot for either 15 days or 60 days. When i went to my appointment i was urged to sign an inventory sheet that was highly inaccurate. When my belongings were brought outside the lot. It was 2 boxes and missing multiple items.. including my handicap decal that was hanging on the rear view mirror. I was told to make a claim and that there was no further help or information available.

  

  Business Response

  Date: 06/27/2025

  Hello Mr. Harris,
  Thank you for submitting your claim to Buyer Services.
  Unfortunately, we couldn’t locate any vehicle registered under your name in our system. Could you please provide the Vehicle Identification Number (VIN) so we can perform another search and review the full details on the stock page?
  Providing the VIN will help us promptly locate and address your claim. 

  Thank You, 

  Anai

  Buyer Services Supervisor 

• Initial Complaint

  Date:06/25/2025

  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.

  My car was repossessed and taken to 5577 US-80 Longview, Tx ***** on 5/12/2025. I picked up my car on 5/21/2025. My car had to be jumped off to get off the lot. My battery had to be replaced even though it was only 6mos old. Once I got home and opened the cardboard box with my belongings I was missing $60 in cash, 3 $20 dollar bills as will as a pair of ***** shades which they actually listed on the property sheet that I paid $350 dollars. I contacted IAA in ******** that day and was advised they would send me an email with a form to fill out. I filled out the form and returned same day. I haven't received a response after weeks so a reached back out and was asked to forward email to a manager and received a denial that same day June 17th 2025 saying "Good afternoon, This is the manager of the Longview IAA location. Unfortunately, your claim has been denied. Claims have to be made prior to leaving the yard" This was never mentioned at the yard, when I called back the day I left the yard, when I called and emailed after not receiving a response. Never once was this information provided to me.

  

  Business Response

  Date: 06/30/2025

  Good Morning Ebonique Dubley,
  Thank you for submitting your claim to Buyer Services at IAA.
  We are currently reviewing the information you provided and have reached out to the branch where your vehicle was located for further details. Once we receive their response and complete our review, we will follow up with the final decision regarding your claim.
  We appreciate your patience during this process.
  Best regards,
  Anai
  Buyer Services Supervisor
  IAA

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23516827
  
  
  
  I am rejecting this response because: There has not been a resolve only a confirmation that information was received and is currently being reviewed. Once there is an actual resolve of this issue I will be satisfied
  
  
  
  Sincerely,
  
  
  
  Ebonique Dudley

  

  Business Response

  Date: 07/02/2025

  Hello Ms. Ebony Dudley,

  
  We received the following update from the branch regarding your recent visit and claim:
  "When this customer came to get her unit, we let her know to check her personals to see if anything was missing. She stated that everything was there, and she left with her unit. She called a few days later stating she was missing items. We reiterated the policy, but she insisted that she was missing items. We sent her a claim form to fill out, but she was notified that the claim would be denied per our policy. We have customers who say everything is ok, leave, and then later claim items were missing or damaged. It is our policy that missing or damaged items must be reported before leaving the yard."
  Based on this information, the branch followed the standard protocol. It was also documented that you confirmed nothing was missing at the time of pickup.
  As a result, and per company policy, claims made after leaving the premises are not eligible for reimbursement.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23516827
  
  
  
  I am rejecting this response because: The statement provided is completely false. When I arrived at the yard, I went to the desk and handed the woman my paperwork she pulled it up. I signed the paper for release and she told me to go through the side door into the back. I was handed my keys and I went to the back and to my car. It wouldn’t start. Interjection-I had just purchased my battery four months prior from Sam’s Club-They had to boost my car off, and I asked for my things and it was in a box taped up in the back. I got in my car and pulled around and exited the lot. I made it home 15 minutes later cut open the box with a box cutter took out my things, opened small wooden box and the contents of that was missing. I had two pair shades, one in the shade holder and one in the middle console. The shade holder shades were Gucci and they were missing. The console shades were still in their bag and in the box I had a box of jewelry box that I kept change and money in in the middle console. I opened that box. My change was there, but I had 3 $20 dollar bills missing. I called IAA back the same day advised them that my things  were missing. They advise me that they would  emailed me a claim form. They emailed me the claim form and I emailed it back. After I hadn’t heard back I emailed again and called. I was told to forward my email to another email add which I did. I received a response two days later saying my claim was denied.  I was  robbed by one of their employees.
  
  
  
  Sincerely,
  
  
  
  Ebonique Dudley

• Initial Complaint

  Date:06/20/2025

  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.

  I retrieved my car from Insurance Auto Auctions at ****************************************************************** on May 21, 2025. Within minutes of leaving the lot, my carpreviously in good working orderbegan to fail mechanically. A diagnostic scan from AutoZone dated May 23 revealed damage consistent with improper towing, including transmission, clutch sensor, and wheel speed sensor failure. I have documentation showing the vehicles condition before and after the tow, and Im currently awaiting a signed witness declaration from a neighbor who observed the tow itself. The repair estimate exceeds $6,000, effectively totaling the vehicle. I attempted to resolve the issue by calling, emailing (undeliverable), and mailing a certified letter (returned). I received no response.I am requesting reimbursement for all expenses incurred as a result of this incident, including towing, diagnostics, loss of transportation, loss of employment and the full replacement value of my totaled vehicle. I also request the name and contact information of their insurance provider so I may proceed with a formal claim and/or legal proceedings.

  

  Business Response

  Date: 06/23/2025

  Dear Michelle Arnold, 
  Thank you for submitting your claim to Buyer Services. We understand how frustrating this situation must be, and we appreciate you taking the time to provide detailed information and documentation.
  Please note that since your account is associated with TitleMax, any claims must be submitted directly through your provider, as they are the legal owners of record. TitleMax must initiate the formal claim process on your behalf.
  Additionally, our records show that there has not been any communication between TitleMax and the branch where the vehicle was located, nor between you and the branch manager. We recommend reaching out to the branch directly at IAA San Antonio (Zarzamora) for further clarification regarding the vehicle’s condition or towing details.
  We hope this helps guide you in the right direction. Please feel free to reach out if you have any additional questions.
  Best regards,
  Anai
  Buyer Services Supervisor

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23497729
  
  
  
  I am rejecting this response because: As I'd stated, I've tried multiple times to reach anyone at IAA. My certified letter has been returned. I've had the car back in my possession, which is why I was able to get it looked at. I've attached everything I've sent to IAA (that's been returned) as well as the official estimate of damages (6k). 

  I intend to take this to court next. 

  
  Sincerely,
  
  
  
  Michelle Arnold

  

  Business Response

  Date: 06/27/2025

  Good Morning Mr. Michelle Arnold

  After further review and investigation we have determined the following: 

  We have connected with the branch and they provided the image above, We reviewed the attached photo showing the unit arriving with the drive wheels off the ground and rolling, and see no indication of mishandling.

  Given the mention of legal action, we have escalated the matter to our Legal Department. They will handle any communications from the your legal team directly.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23497729
  
  
  
  I am rejecting this response because: the photo shows the car was towed incorrectly, with the rear wheels locked, which caused the damage.

   

  Mr. or Mrs. Anai, 

  Thank you for your continued attention to this matter and for providing the towing photo. I understand that it has now been escalated to your Legal Department.
  
  After careful review, I must respectfully reject the conclusion that there was “no indication of mishandling.” While the photo may appear routine, it clearly confirms that the vehicle was towed in direct violation of Ford’s towing guidelines and widely recognized towing industry practices — a method that directly correlates with the extensive damage documented in the attached repair estimate.
  
  According to the 2013 Ford Focus Owner’s Manual:
  
  "If you tow your vehicle with the front wheels on the ground, you must shift the transmission to neutral and release the parking brake.”
  — Ford Motor Company, 2013 Focus Owner’s Manual, p. 217
  
  Additionally, the Ford Wrecker Towing Manual emphasizes:
  
  “Release the parking brake and place the transmission in Neutral… As a general rule, vehicles should be towed with the drive wheels off the ground.”
  — Ford Wrecker Towing Manual, 2013
  (View Manual PDF)
  
  These requirements are echoed by industry standards such as those from AAA:
  
  “Dragging a vehicle with the parking brake engaged can cause catastrophic damage to the brake system, tires, and suspension.”
  — AAA Towing Guidelines
  (AAA Source)
  
  In this case, my 2013 Ford Focus was parked nose-in to a curb, in Park, with the parking brake engaged. The provided image clearly shows that the front wheels were lifted, meaning the locked rear wheels were dragged in reverse. This violates both Ford’s official instructions and standard safe towing practices, which are designed specifically to prevent mechanical damage.
  
  Soon after the tow, the vehicle presented with extensive mechanical issues, confirmed by a professional diagnostic at Christian Brothers Automotive. Their written estimate (RO #1019162) details over $6,000 in necessary repairs, including:
  
  Rear shock absorber replacement
  
  CV axle and carrier bearing failure
  
  Catalytic converter and O2 sensor replacement
  
  Wheel bearing damage
  
  Clutch system relearn
  
  Fault codes: P0809, P2837, U3003-16, C0034-07, C0031-07
  
  These specific issues are consistent with the stresses caused by forcibly dragging locked wheels. For example, wheel bearings and CV axles can be damaged by rotational strain under resistance. Likewise, brake systems and suspension components are highly vulnerable when skidded or dragged over pavement while engaged. These damages cannot plausibly be explained by routine wear — they appeared immediately following the tow and affect multiple systems directly tied to the improper towing method.
  
  In summary, while the image may have been provided to demonstrate care, it inadvertently confirms the use of an incorrect and harmful towing procedure. That method — lifting the front wheels while the rear wheels remained locked — is precisely what both Ford and towing authorities warn against, and it directly resulted in the $6,000 in repair needs.
  
  I understand the matter is now in legal review, and I will await any further communication from your Legal Department or engage through my legal representative if necessary.

  As a side note: I have received conflicting instructions regarding who is responsible for handling my damage claim. While IAA and the tow operator have directed me to TitleMax due to their ownership of the vehicle title, TitleMax’s parent company (CCFI), via their Consumer Complaints team, has clearly instructed me to contact IAA and the recovery vendor directly. I’m including this here to document the confusion and lack of coordinated guidance between involved parties, which is delaying the resolution of my claim.

   

  Sincerely, 

  Michelle Arnold 

• Initial Complaint

  Date:06/15/2025

  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.

  Got in a car accident, car was towed here (not by choice) Drive stole my ***** and jumper cables, both new. Owner lied about it. Several *** have accused this business of stealing personal items out of personal vehicles (read ****** reviews) one driver even stole a gun! These ppl are ROBBING ppl in disguise of a business!

  

  Business Response

  Date: 06/17/2025

  Good Morning Ms. Chelsea Aday, 

  Thank you for submitting your claim to Buyer Services at IAA.
  Upon reviewing your claim, we were unable to locate a vehicle associated with your name. Could you please provide the full VIN number so we can further investigate?
  Additionally, please note that if you are not the registered owner of the vehicle, we may be unable to proceed with the investigation.
  We appreciate your cooperation and look forward to your response.
  

  Thank you, 

  Anai 

  Buyer Service Supervisor

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23471594
  
  
  
  I am rejecting this response because:
  
  The vehicle is under Lowell Bounds
  
  Sincerely,
  
  
  
  Chelsea Aday

  

  Business Response

  Date: 06/23/2025

  Good Morning Ms. Chelsea Aday,
  Thank you for following up on your claim.
  After further review, we confirmed that your name does not appear on the vehicle’s documentation. As a result, you will need to contact your provider directly for further assistance.
  Additionally, please note that the vehicle was located at a different shop for five days prior to being sent to IAA.
  We recommend reaching out to your provider for more detailed information.
  Thank you,
  Anai
  Buyer Services Supervisor

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23471594
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Chelsea Aday

  Already reached out, it wasn't at another location for 5 days

• Initial Complaint

  Date:06/09/2025

  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.

  My car was towed to IAA on May 7th and I made an appointment to pick it up on May 9th when I went to pick my vehicle up from IAA they asked me to inspect my vehicle when I inspected my glove box was missing my fuse panel was missing my seat was leaned all the way back and would not lift or move forward my top Glove box werr you put sunglasses were broke I took pictures went and got the supervisor he inspected and noticed the Glove box was missing so he called the yard lot to see if the Glove box was left on the lot and it was not. They told me to write everything down that was wrong and take pictures I did all that the front desk clerk stated it would be ready in 2 weeks I have been calling I call Tuesday May 27 spoke with someone they said my claim was denied I asked to speak with an supervisor and he told me that he would get with the manager and see why it was denied. He would reach back out I called back June 5, 6th and they stated the manager or supervisor was not in the office the rest of the week so I called back today June 9th Talked with a ****** she was getting smart telling me my.claimed was denied because tape was on my glove box and they had pictures and when I asked her we'll if tape was on the Glove box where is the gloves box it not making any sense so if tape on the glove box why would they throw the glove box away that's my property. She got smart and told me she already talked to the manager and I asked can I speak to the manager because it was more things on the paiper that was wrong she said she I would have to speak to the supervisor and she claiming was not there today June 5th and she hung up so I called back and asked her why she hang up she stated she didn't have to listen to this I explained I was not yelling I was not cursing I was just tell her that's my stuffed that got damaged and missing and your getting smart and have and attitude with me. SHE said I already told you a supervisor will be getting back with you.

  

  Business Response

  Date: 06/11/2025

  Good **************************** you for submitting your claim to Buyer Services.
  After reviewing the matter regarding stock# ********, it appears you are already in communication with the branch to work toward a resolution. According to the most recent notes dated 6/10/2025, the branch has requested that you submit three estimates from three different repair shops in order to proceed with the claim.
  Please note that if the estimates are not provided within the 14-day window, the claim will be denied.
  We apologize for any inconvenience this may cause and appreciate your prompt attention to the matter.

  Thank ********************************** Supervisor 

• Initial Complaint

  Date:06/05/2025

  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.

  My leased *********** was towed to Insurance Auto Auction (IAA) located in ***********, **********. The bank who owns my leased vehicle gave me authorization to go collect my personal belongings from inside the vehicle at IAA. When I went to the location at *****************************************************************, my vehicle was staged/ labeled as a biohazard with a syringe in the driver side door which is used for injecting drugs. The car was ransacked and all my valuables were stolen. I called the police to file a report, and the staff at IAA told the Sheriff at the scene that they would reimburse me for the stolen valuables if I did not proceed with filing a police report.

  

  Business Response

  Date: 06/09/2025

  Good ****************** *******, 

  Thank you for bringing this matter to our attention. Were very sorry to hear about your experience and understand how upsetting it must have been.
  In order to investigate this issue thoroughly, could you please provide the Vehicle Identification Number (VIN) for your leased Range Rover? This will help us locate the vehicle in our system and begin reviewing the situation.
  We take concerns like this seriously and will work to address it as quickly as possible once we receive the necessary information.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 06/10/2025

  Complaint: 23428683
  
  I am rejecting this response because: In response to Anai's, the ************* Supervisor's, message I am providing the *** number for the Range Rover; in addition to pictures of how I found the vehicle staged at IAA and a list of items stolen from inside the vehicle (with sheriff's office report # attached). *** # *****************  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/11/2025

  Good Morning *** *****, 

  Thank you for the information you provided. After further investigation and discussion with the branch manager, we would like to share the following findings:
  According to the branch manager:
  This unit arrived at the branch as a biohazard, which prohibited any staff member from entering the vehicle. When the owner came to retrieve her personal items, she initially mentioned that some items were missing but declined to specify what was missing, which limited our ability to assist her or involve the provider in resolving the issue.
  She then informed us that she had contacted the police and chose not to touch the vehicle. For safety reasons, I asked her to wait in the parking lot and refrain from walking around the yard if she was not retrieving her belongings. She replied that she would proceed to collect her items.
  Law enforcement arrived while she was still on-site, spoke with her, and, as I understand, provided her with a report before departing. There was no further communication between us after that. I want to clarify that I did not state or imply that reimbursement would be offered in exchange for not filing a complaint. I would never make such a statement.
  The owner eventually retrieved the rest of her items, returned my vest and flag, thanked us, and then left the premises.
  Additionally, our records confirm that the vehicle was not brought directly to our facility following repossession. It was held at an off-site location, Randys Towing (not owned or operated by IAA), from April 14, 2025, to April 22, 2025, when it was then checked in at IAA on the 22nd. 

  Please understand that IAA does not have control over how or when vehicles are delivered to us by third-party providers or off-site storage locations.
  We hope this information provides further clarity regarding the situation. Should you have any additional questions, please feel free to reach out.

   

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23428683
  
  I am rejecting this response because:

  *******, the manager at IAA, became very defensive when I was feeling very unwell while on the phone with my family and  discussing the stolen items. She interrupted my phone conversation to defend IAA while I did not even accuse anyone. I did tell *******, the Manager, "all of my valuables were missing" although I could not write a list at the very moment; my hands were shaking as I kept discovering more items were stolen and I would not know the full extent of what items were stolen until I was finished unloading the car. ******* told me I would have to leave the premises if I called the police, and she stated she would call the bank to revoke my authorization to collect my personal items. I remained calm and agreeable, and never spoke to her again during the time I collected the rest of my belongings while waiting for the police/ sheriff to arrive (the Manager of IAA was unaware I did in fact call the police the report the crime). The Sherifd who spoke to IAA staff and I separately told me IAA staff stated they were willing to reimburse me through their insurance if I did not proceed with filing a police report; that is an admission to guilt, and I continued to file the police report because I do not bargain with dishonest people; I need justice. My car was in police custody before arriving to IAA; ******* towing and the city of *********** have a contract for holding vehicles towed by the police department, even I (the owner of the valuables) did not have the ability to enter ******* towing lot to collect anything. I do not own or use the syringe I found in the driver side door, it was placed there. The green ink used to mark the IAA label on the car's windshield is the same green ink used to label the driver side door as a biohazard, due to the needle placed there. For further details regarding the investigation, the **************************** may be contacted with the report # provided. I do not have authority to investigate the crime, I am seeking reimbursement for all of my stolen valuables. 

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

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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.

  purchased a vehicle through Insurance Auto Auctions (IAA). The vehicle was sold with the representation that it came with a valid, transferable title. After the purchase, we resold the vehicle to a third-party buyer located in ****, ********On April 11, 2025, the buyer went to the Arizona DMV to register the vehicle and presented the title that was provided by IAA. However, the *** informed them that the title had been invalidated due to a duplicate title request submitted on April 8, 2025after IAA had already sold the vehicle.Neither we nor our buyer requested this duplicate title. In fact, the buyer still possesses the original title issued by IAA. According to *** policy, a duplicate title cannot be issued unless the original is surrendered. Therefore, the only plausible explanation is that IAA or the previous titled owner (LeasePlan USA) submitted the request, which has now caused a serious legal and financial problem.Our buyer is unable to register the vehicle and is demanding a refund. We have reached out to IAA multiple times and have yet to receive a resolution or a valid replacement title. Under California law, a seller is legally obligated to provide a clear and transferable title at the time of sale. Failing to do so is a breach of that obligation.Resolution Requested:We are requesting that IAA immediately take responsibility for this error by:Investigating and confirming who submitted the duplicate title request on April 8, 2025.Providing a valid, transferable title for the vehicle without further delay.If a valid title cannot be delivered, issuing a full refund to the buyer.This situation has caused significant hardship, and we urge IAA to act swiftly to correct it.

  

  Business Response

  Date: 06/02/2025

  Good Morning Mr. ***** ********

  Thank you for bringing this matter to our attention.
  In order to assist you further, please provide the account number and stock number associated with the vehicle in question. At this time, the information provided does not match any account in our system.
  While we understand and sympathize with the situation and hope it can be resolved quickly, please note that we are only able to discuss and address account-related matters with the registered account holder. If you are not listed as the primary account holder with ***********************************************, we are unable to proceed or disclose any information due to policy and privacy regulations.
  Once we receive the correct account and stock number from the verified account holder, we will be happy to review the issue further.
  Thank you for your understanding.

  Thank you, 

  Anai

  Buyer Service Supervisor