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

• 

  Insurance Auto Auction

  1210 Kings Rd Schenectady, NY 12303

• 

  IAA

  66 Peconic Ave Medford, NY 11763

  
• 

  Insurance Auto Auctions, Inc

  15369 Dunnings Hwy East Freedom, PA 16637

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:02/03/2024

  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.

  My vehicle was picked up by this tow company and it was apparently a special tow so they didn't want anyone going inside the vehicle so they had written on the back window and on the paperwork "DON'T OPEN." But whoever received in my vehicle just couldn't help themselves so not only did they open my vehicle, they TOOK EVERYTHING OUT!!! I had recently moved to where I am and I still had a lot of stuff in my car. I'm still currently missing about $350 worth of items, but what's most important to me are two cowboy hats that belonged to my dad who recently passed away, those two hats are priceless to me and cannot be replaced!!!! It's absolutely disgusting to think that your greedy employee completely ignored the note in TWO places telling them not to open my car, yet they did it anyway!!! If those hats are gone, I don't know what I'm going to do. I've been trying to call to file a complaint directly with your office, but getting ahold of a live person is absolutely impossible!!! So i went onto your website and found a way to file one there and I decided to file one here since I can't get anywhere with you!!

  

  Business Response

  Date: 02/05/2024

  Thank you for your email,

  First let me say my condolences about your dad. After reading your complaint I am sad to hear this happened to you and your things. For me to possibly be able to assist you I will need to know the following: *********************, Your vin number and the branch it was towed to. after I have received this information from you, I will then be able to reachout to that branch manager for assistance in this matter.

  Thanks

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21242906
  
  I am rejecting this response because: But here is the info you requested. 

  VIN#: *****************

  Tow Company: Insurance Auto Auctions is the only info on the TitleMax vehicle release form. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/13/2024

  Thank you for your response back,

  Now that I have the vin number I can look the vehicle up and see who that branch manager is.

  I can now reach out and try to see if they know what may have happened in your case.

  Thanks

  Will

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21242906
  
  Will,
  
  For some reason I wasnt sent an email that you had responded to my last email so its not allowing me to respond in the BBB website. I can tell you EXACTLY what happened at this branch. They had written on the back of my window in HUGE letters, DO NOT OPEN, but whoever checked in my vehicle decided to ignore the notice and they removed EVERYTHING from my car anyways!! They had my stuff scattered all over the yard and gave me a box full of stuff that wasnt even mine!! The woman who was trying to help me was the ONLY helpful person, now I dont know if thats because she was the one who unloaded my car and felt bad, or if she was genuinely trying to help. Either way, Im extremely upset that the most important things that were in my vehicle are now GONE!! Those hats were priceless items to me, as I mentioned to you they belonged to my dad who just recently passed away and they both were left to me by him personally. So if they were stolen, taken or misplaced, thats going to absolutely destroy me!!!! Ive already been dealing with a lot of depression and anxiety, so this will not help if they cant be found!!!

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

• Initial Complaint

  Date:01/30/2024

  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.

  Vehicle is missing catalytic converters,diesel exhaust fluid system,EGR system it violates federal EPA laws they are well aware that they are selling vehicles with no Catalytic converters and not announcing that they are missing. This is not the first vehicle we have purchased from them with missing catalytic converters. We reached out to the company and their suggestion was just to re-run it through their company and to sell it to someone else and make it their problem. This is not the correct way to do business and its definitely not the correct way to sell vehicles with all the federal emission systems missing

  

  Business Response

  Date: 02/01/2024

  Thank you for your email,

  After reading you complaint, this matter falls under the IAA auction rules that: 

  . 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.

  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 ***** MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, ODOMETER DISCLOSURE, TITLE, 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.

  Thank you 

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

• Initial Complaint

  Date:01/25/2024

  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 several cars that Auction sold as "start, run and drive", but cars need major repairs such as motors and transmission before could be sold at a fair market value price

  

  Business Response

  Date: 01/29/2024

  Thank you for your email,

  After reading your complaint I have to refer to IAAI auction rules that state the following: 

  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 **** OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

  Thank you 

  ******* (********************

  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

• Initial Complaint

  Date:01/16/2024

  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.

  On 1-6-24 we agreed to sell our 2013 ***** Equinox for $1040 guaranteed (documented). We set up a pickup date of 1-12-24 between the hours of 12pm-5pm. On 1-11-24 the pickup appointment was confirmed. By 4:30pm on 1-12-24 we had to contact the pickup company of IAA to see if they were still coming, and they couldnt find our vehicle in the records but assured us they would still send someone out with a check in hand. The driver arrived to pickup our Equinox and took our title as well as our vehicle, but handed us a check that didnt have our full names on it, rendering that check useless. We were unable to deposit the check due to the clerical error, and now we also dont have our vehicle or title.When the error was brought to the attention of IAA, we were told we could bring the check with errors to their office on Monday to rectify the errors and get a new check. On Monday 1-15-24 we were told they would void the old check and send us a new one via ***** overnight. On 1-16-24 we had to call IAA once again and were told they were voiding the original check and we would receive a call later that day letting us know the new check was available for pickup. No one called.We called back and were now told that they havent voided the old check and will only issue a new check 24hours after the old check is voided, but we cant come pick it up today. We asked if we can get our check tomorrow, 1-17-24, but were told they dont know. So now we have no car, no title and no check from our business transaction with IAA. The clerical error is their fault, but we have nothing to show for it except a check with incomplete information that looks suspiciously fraudulent since the invoice and check dont have complete information. At this point Im pretty sure we got taken advantage of and scammed.I will never recommend this business to anyone.

  

  Business Response

  Date: 01/18/2024

  Thank you for your email.

  After reviewing your complaint, I understand how frustrating that could have been. To be better able to research what is happening I will need to know that vin number and the branch you were doing business with. After I have received this from you I then can reach out to that branch manager for an explanation of what is happening with this case. The case number I have created is 0483578.

  Thanks

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

• Initial Complaint

  Date:01/11/2024

  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.

  IAAI stock number ********. Item was listed as clean title. description states original title. The vehicle ended up being SALVAGE title. The ********** branch states it must have been an error on their end but will not buy the vehicle back. This is illegal. They have done shady things to me in the past like destroying vehicles I have bought by dropping it off their loader and they state they are not liable for that even though you are forced to pay them to load it. However in this case, selling something as a clean title and it being salvage is illegal. The only thing they are offering me to do is take it to the auction and try selling it again. I paid top dollar for a clean title vehicle on top of shipping. It is not worth anywhere near what I paid since it is salvage.

  

  Business Response

  Date: 01/29/2024

  Thank you for your email,

  After reading your complaint about the title of the vehicle you purchased, Iaai auction rules clearly state the following.

  12. IN ACCORDANCE WITH APPLICABLE STATE LAW, BUYER ACKNOWLEDGES AND AGREES THAT VEHICLES SOLD WITH A CLEAR TITLE MAY HAVE A SALVAGE HISTORY. IAA DOES NOT WARRANT OR REPRESENT THAT VEHICLES SOLD CAN BE LEGALLY REGISTERED IN ANY STATE OR COUNTRY OR EXPORTED TO ANOTHER COUNTRY. BUYER ACCEPTS ANY AND ALL RISKS ASSOCIATED WITH VARIATIONS IN STATE OR COUNTRY SALE DOCUMENT AND REGISTRATION LAWS AND THE POSSIBILITY THAT THOSE MAY NEGATIVELY IMPACT THE MARKETABILITY OF VEHICLES PURCHASED AT IAA. ***** FURTHER ACKNOWLEDGES AND AGREES THAT A STATE OR COUNTRY MAY CHANGE A VEHICLES TITLE OR BRAND CLASSIFICATION AFTER IT IS PURCHASED BY BUYER AND THAT IAA ASSUMES NO RESPONSIBILITY FOR THAT CHANGE IN CLASSIFICATION OR ANY CONSEQUENCES FLOWING THEREFROM. FOR EXAMPLE, BUYER MAY PURCHASE A VEHICLE IN ONE STATE UNDER A CLEAR SALE DOCUMENT BUT MAY BE REQUIRED TO SELL THE SAME VEHICLE UNDER A SALVAGE SALE DOCUMENT IN A DIFFERENT STATE. ANOTHER EXAMPLE IS THAT CUSTOMS MAY NOT APPROVE THE EXPORTATION OF A VEHICLE. IT IS THE BUYERS SOLE RESPONSIBILITY TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID TO CONFIRM SALE DOCUMENT, STATE REGISTRATION, OR EXPORT REQUIREMENTS.

  16. NMVTIS REPORTING: VEHICLES LISTED FOR SALE AND SOLD AT IAA MAY HAVE BEEN REPORTED TO THE NATIONAL MOTOR VEHICLE TITLE INFORMATION SYSTEM (NMVTIS) AS REQUIRED BY APPLICABLE LAW. BUYER ACCEPTS ALL RISKS ASSOCIATED WITH PURCHASING VEHICLES AT IAA ARISING OUT OF OR RELATED TO ANY NMVTIS REPORTING BY IAA OR IAAS VEHICLE PROVIDERS, INCLUDING THAT VEHICLES SOLD WITH A CLEAR TITLE MAY APPEAR AS JUNK/SALVAGE IN SUBSEQUENT REPORTS DUE TO NMVTIS REPORTING. BUYERS MAY BE SUBJECT TO NMVTIS REPORTING REQUIREMENTS WHEN PURCHASING CERTAIN VEHICLES. FOR MORE INFORMATION ON REPORTING REQUIREMENTS, EXEMPTIONS, AND HOW TO OBTAIN A NMVTIS REPORTING ID VISIT ********************************************************.

  As mentioned by the branch, you can place the vehicle back up for auction, but it is not guaranteed that you will receive the same amount paid for the vehicle, could be more or less.  

  Thanks

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21130543
  
  IAAI has resolved this issue and is giving me a full refund which I think is fair. But just to note there is a big difference in a vehicle having a bad carfax vs. having a salvage title. I understand cars can have bad history but if the title is stated as clean it should be clean. You cannot advertise a vehicle as having a clean title and then send them a salvage title. That is wrong. The branch I called was not helpful at all. Once I called corporate, they stepped in and made things right. Just waiting on some paperwork to be sent over and iaai will be picking the bike back up. Thank you 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/05/2024

  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.

  ********/ stock number Case : ******* Car was towed to IAA on November 8 2023 to have an estimate done for repairs. This was done through my insurance company (USAA). I also have photos of damaged vehicle before , during and after damage was done . *** inspected and validated extensive damage was done under the hood from whoever tried to pry it open while at IAA. IAA has Never consulted with *** prior to stating they would only pay for the hood and hoses. The hood is destroyed , but the damage done underneath while prying the hood open caused significant damage. The estimate is accurate as far as the damage caused. Also body damage was done to include the right fender, back door, and back bumper. Over $11000.00 in damages. Filed complaints, called upper management, etc.left messages and no call back. Meanwhile, my car is at the dealership and Ive been without it for 2 months so far. Its entirely too much information to type in reference to the lack of responsibility being claimed on the part of IAA. I would also like to speak to someone from IAAs upper management to explain exactly how this incident was handled. I can also validate through saved text messages and emails sent and received in response to my claim. Also, to date, no one from IAA has laid eyes on the vehicle while it was at my home or at *** for repairs. Which is were it is now. How can you state what you are not liable for and you havent seen the vehicle or consulted with any subject matter expert concerning the damage. I have! And to reiterate what *** technicians have told me is the damage under the hood was done by whoever attempted to pry the hood open. If someone at IAA would just reach out to *** they would get an accurate description of what was damaged and how it was damaged. I would also like to know what validation is being done on IAAs part to make the decision to not accept liability . They literally vandalized my car . Its been proven, and still no remedy.

  

  Business Response

  Date: 01/08/2024

  Thank you for your email, 

  I have read your complaint and will reach out to the branch manager to get an explanation of what happened when your car was with us. Please allow a couple of days for them to respond back and I will then reach back out to you.

  Thanks 

  ******* (********************
  

  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

  Customer Answer

  Date: 01/09/2024

   
  Not acceptable and heres why.  

  Complaint: 21104494
  IAA states that certain items were not caused by the hood and radiator damage and therefore note being included in my claim.  Unbeknownst to me, the Branch manager at IAA had received a detailed explanation of the  repairs needed and how they were caused. It was never disclosed .  I have not gotten a reply concerning this matter.  Just a generic reply email .  The only reason I have this information is because I asked for an explanation from the repair shop(***) and they sent what was already sent to the branch manager.  It includes the items the branch manager states the damage claimed had nothing to do with the damage listed  on the estimate. As you can see below that was an untrue, dishonest statement made by the branch manager.  The cost was approximately 5K that was rejected for the reason Ive stated was given above. But as you can see its spelled out completely that the damage was caused by the damage IAA has already accepted liability.

  here is the email verification ;

  This is from the *** team 
  Yes, the estimate I attached is the hood & radiator damage. It also includes the rest of the damage that was caused by someone prying on the hood. ********************** requested that we identify all damages that were caused by someone prying on the hood. I have attached a few pictures of the vehicle at the time of drop off. Clear damage to the hood where it meets up with the driver & passenger side fenders. Also damage to the front portion of the hood.
  
  
  While prying on the front of the hood the items listed below were damaged.
  Upper tie bar w/o V8
  Air duct w/o night visn
  Sight shield
  RT Striker & catch
  
  RT Latch w/o pedest. protect
  
  Control cable
  
  Release cable front
  
  RT Gate
  
  Energy absorber
  While prying on the passenger side of the hood, the items below were damaged.
  RT Fender (ALU)
  
  RT Front bracket
  
  Wire repair
  
  RT Outer support
  
  Aux radiator
  
  Mount bracket
  
  Water pipe
  
  Lower hose
  
  Coolant
  
  RT Cover fender apron
  
  While prying on the driver side of the hood the items below were damaged.
  LT Fender (ALU)
  
  LT Cover fender apron
  
  
  
  If you would like to discuss in further detail please give me a call or your contact information. This is all I can offer via email. 
  
  Thanks! 
  
  This is the branch manager inquiring as to whether the damage was caused by what was already being accepted as liability 
  On Mon, Jan 8, **** at 2:47?PM ************************ <***********************************> wrote:
  
  Christian,
  
  Is that the hood and radiator related damage??
  Nothing else should be on the estimate for IAA but those related items.
  Were you advised otherwise?
  That may be the confusion..
  
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/11/2024

  Thank you for your response back,
  I have spoken to the branch manager and they stated the following about the conversation and interaction between the two of you.
  
  
  First, yes the unit did come to our location and we did accept responsibility for the hood and radiator hose damages.
  The owner was waiting for Good Year to accept liability for the prior damage caused by a tire blowing out.
  When USAA deemed his unit a Total Loss, ********************** withdrew his claim (which is within his right) and opt to wait for Good Year tire to accept liability for the damage done by a blown tire.
  Second, I spoke with ********************** personally regarding his concerns with the hood and the radiator hoses (due to no radiator support, the hoses were cut to place the part in the trunk).
  After his visit to our facility, and as we waited for Good Year Tires to accept liability of a defective tire, I correspond with ********************** on said occasions by phone and/or text message:
  
  November 20, 2023
  November 27.2023
  
  I explained at the time that we would be happy to have the vehicle towed to the shop of the owners choice once he hears back from Good Year.
  I explained to ********************** that IAA would need a valid estimate to review and that we would accept the repairs for damages that *** have occurred at the yard.
  He agreed with our one-time courtesy offer of transportation and to provide an estimate once the unit was at the shop.
  
  I did not hear back from ********************** until December 20, 2023 at 11:00am (I was out of the office that day but still made arrangements for the tow)
  
  I assumed that ********************** had hear back from Good Year and he texted that his vehicle was ready to be towed to the dealership for repair.
  
  As a courtesy, IAA set up a tow only assignment and had his vehicle picked up from his home:
  
  8463 *************************
  ***********, **. 78254
  
  And delivered to:
  
  ******************,
  15507 W IH 10
  ***********, **. 78249
  
  (which is about a 20 mile distance. Again, this was done as a courtesy)
  
  I reminded ********************** that an estimate would be needed in addition to the estimate written by USAA.
  The $11,000.00 estimate initially provided by the shop appeared extensive, even to ***********************
  After the review of all the documentation regarding damages provided by **********************, it was discovered that USAA had submitted an estimate which indicated unrelated prior damage.
  Apparently, the repairs for a rear door and rear bumper cover were tallied to the damages at the yard total.
  ********************** did ask the shop to remove those line items off of the estimate, however that was still additional lines items left on the estimate that did not pertain to IAA.
  
  The actually amount IAA will be responsible for is as stated below.
  
  
  First off, we would owe for Lines 1-2, ***** and from line 69, .3 hours for the de-nib/polish of the paint on the hood. These are directly related to the items we agreed to cover.
  
  This is my best attempt at breaking out what we would owe for the lines I noted above. My initial rough estimate was a little low.
  
  Parts                                  $3080.49
  Body/Paint Labor           $281.60 (4.4 hrs x $64/hr)
  Mechanical Labor           $483.25 (2.5 hrs x $193.3/hr)
  Paint Supplies                   $281.60 (6.4 hrs x $44/hr)
  Sales Tax                          $277.37 ($3362.09 for parts and paint supplies x 8.25%)
  Total                                   $4404.31
  
  I obtained this information on 01/04/2024 and will be advising the shop and ********************** accordingly.

  Thanks Will

• Initial Complaint

  Date:01/04/2024

  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.

  On August 29, 2023 a check was written in the amount of $32.00 for the pick up a inoperable motor vehicle along with the title. The check was returned due to unable to locate the account. My account was charged $32.00 for the check and a $10.00 processing fee for a total of $42.00. After contacting the company on several occasions and asking to be reinbursed with a cashier check it was told to me by *************************** that was not company policy. He stated he would write another check and I declined stating the preferred method should be a cashier check. I was declined. I am due $42.00 from this company.

  

  Business Response

  Date: 01/08/2024

  Thank you for your email,

  To be better able to assist you with this complaint I will need to know what branch you are referring to. after I receive this from you, I can then reach out to that branch manager for a resolution.

  Thanks

  ******* (********************

  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

   

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21098998
  

  I am rejecting this response because:

  IAA ************ Branch

  *************************, ************ ** 25918

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

  

  Business Response

  Date: 01/17/2024

  Thank for responding back, 

  I will reach out to that branch manager and discuss the matter, please allow them until Friday 1/19 to respond back to my request. If I haven't heard back by then i will reach out to the area manager for assistance.

  Thanks 

  Will

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21098998
  
  I am rejecting this response because:

  I need to be reimbursed  with cashier check or money orde in the amount of  total of $42.00.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/19/2024

  Thank you for your response back, 

  After speaking with the branch manager this is what was found out. The branch manager stated that he spoke to you and informed you that "we would be able to reissue they payment check for the full $42.00 so long as she was able to provide proof of the returned check fee. During the call, I also advised that the check was made payable to ************************, but her mothers name on the title read as ***************************** and that *** have been a part of the reason that the bank was unable to process the check". Therefore, it appears that if you can show proof of returned check fee, he would take care of it. Please try to reach back out to the manager and work together with getting this resolved by displaying the required documentation.

  Thanks 

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21098998
  
  I am rejecting this response because:

  The reason for the return check per ******************** which is were the check was deposited is "unable to locate the account".  The information regarding the returned check and processing fee was submitted with this complaint.  And when  I spoke with *************************** I told him per the bank it was not because of the misspelling of the name but because of unable to locate the account.  The the bank on the account was called and it was determined the account does not exist.  Another check is not a reasonable form of payment, a cashier check is the preferred method of payment.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/02/2024

  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.

  My insurance send my car to iaa for inspection because I hade an accident. When iaa send my car to my property my car was missing part. My part was "Rehear view digital mirror dashcam". Towing truck driver they was my witness also they take pictures from my car Details,. Progressive insurance say we not responsible. Iaa say we're not responsible, only towing drivers say yes , you had this part.insurance phone # ************ IAA phone # ************ Towing track phone # *****: **********

  

  Business Response

  Date: 01/03/2024

  Thank you for your email,

  To be better able to assist you with this complaint I will need to know the branch your car was at and the vin number. After I have received this information from you I will contact the branch manager for assistance in this matter.

  Thanks

   ******* (****) *******

  Supervisor

  IAA 

  Business Response

  Date: 01/05/2024

  Thank you for your email,

  I will reachout to that branch manager and see what took place. please allow a couple days for her to respond back. 

  thanks

  
  
  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21028806
  
  I am rejecting this response because: Hi, iaa needed my car  vin number and I sended this information. But I don't resive any new news .
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/17/2024

  Thank you for your email,

  I have responded to this branch manager and am waiting their response. If I don't hear back from them by Friday 1/19 I will then take it to the area manager for a response.

  Thanks

  ******* (********************

  Buyer service supervisor

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21028806
  
  I am rejecting this response because:
  Hi . I don't resive any thinks from  IAA, if the return me my part evry think will be finish . If no I stay here .
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/23/2024

  Thank you for your response back, I have escalated this to the area manager since I did not hear back from the branch manager. Please allow him a couple days to respond to this complaint.

  Thanks

  ******* (********************

  Supervisor,IAA
  Buyer *********************** ******************** Complaints, Russian / ******* Escalation Team

• Initial Complaint

  Date:12/31/2023

  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 November 23,2023 I won the bid on a **** Silverado (VIN:*****************} Stock#:37536878. The vehicle had custom wheels on it that were shown in sales photos and was the only reason I bid on the truck. November 27th, I went to pick up the vehicle in their "secured yard" and was loaded with this truck without the custom wheels on it. I immediately called the yard and was told to take it "as is" or we will ***** you with storage fees if you refuse to take it. As a disabled veteran I could not afford to pay storage fees, so I took the vehicle. I have reached out by email, phone, and their web site and have not heard back from them at all. I believe the wheels were swapped/stolen by yard employees. I have included sales photos and photos of when I picked it up in their yard. Thank you.

  

  Business Response

  Date: 01/03/2024

  Thank you for your email.

  As pertaining to IAA auction rules in this manner is the following "ANY STATEMENT THAT ANY VEHICLE HAS A PARTICULAR PART, INCLUDING BUT NOT LIMITED TO KEY PRESENT OR THAT VEHICLE HAS A CATALYTIC CONVERTER, MEANS THAT A PARTICULAR PART WAS NOTED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN, BUT IS NOT A REPRESENTATION OR WARRANTY THAT SUCH PART WILL BE PRESENT AT ANY TIME THEREAFTER. IAA IS NOT RESPONSIBLE FOR MISSING PARTS. IT IS BUYERS RESPONSIBILITY TO INSPECT AND CONFIRM THE NOTED PARTS ARE PRESENT PRIOR TO PLACING A BID. Again, I am sorry that *** have happened to you.

  Will

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21080327
  
  I am rejecting this response because: I want the business to explain to me where the wheels went and not just cut and paste the usual dogma of "not responsible for anything" tripe!  You can look at all of their past BBB complaints and see the pattern of taking NO responsibility.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/08/2024

  Thank you for your response back.

  We can only go by the auction rules pertaining to this case, which again states. As pertaining to IAA auction rules in this manner is the following "ANY STATEMENT THAT ANY VEHICLE HAS A PARTICULAR PART, INCLUDING BUT NOT LIMITED TO KEY PRESENT OR THAT VEHICLE HAS A CATALYTIC CONVERTER, MEANS THAT A PARTICULAR PART WAS NOTED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN, BUT IS NOT A REPRESENTATION OR WARRANTY THAT SUCH PART WILL BE PRESENT AT ANY TIME THEREAFTER. IAA IS NOT RESPONSIBLE FOR MISSING PARTS. IT IS BUYERS RESPONSIBILITY TO INSPECT AND CONFIRM THE NOTED PARTS ARE PRESENT PRIOR TO PLACING A BID. Again, I am sorry that *** have happened to you.

  ******* (****) *******
  

  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

   

• Initial Complaint

  Date:11/21/2023

  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.

  Approximately 2 months ago, my vehicle was repossessed by TitleMax and taken to IAII. The same week, I squared away my issue with the title company and was given the go ahead to pick up my vehicle. Upon arrival, *********************** told me my car was so damaged that it is dangerous to drive. They did an insurance "investigation" and claim they are not at fault. They have numerous reviews online of the same situation. I have all phone records, correspondence with both TitleMax and ****. Both businesses claim that they are not liable. They are preying on the less fortunate and it must stop.

  

  Business Response

  Date: 02/20/2024

  Thank you for your email, please provide the branch location and also your buyer number. Once I have received that from you, I can then reach-out to that branch manager and see what took place. Thanks