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

  9 Moodys Dr Gorham, ME 04038

• 

  IAA

  304 Colchester Rd Essex Junction, VT 05452

• 

  IAA

  39 Stone Castle Rd Rock Tavern, NY 12575

  
• 

  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:11/15/2023

  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.

  Stock #******** Vehicle stored at this lot as result of repo. **** s mount houston ** ***** branch for iaa The vehicle was stored at this location there was no key for the car and they broke into it and took pictures if the interior stealing property out of car. I jave photos of damage to vehicle. Contacted branch and told by office manager eren to stop harassing the company about this issue. The car was not cleaned out as a prep for sale. My property was never removed and stored and the vehicle never had a key while in possesion of iaa how ever they broke into car. I was tild claim denied because they dont have picture proof of items inside car from repo images regardless of no one having access to inside the car without breaking into the vehicle. I contacted area manager, branch manager and no response. Conpany will not ahare insurance info to file a proper claim against their insurance for the damge done to vehicle proved by photos prior to arrival to property. I have footage of the car on fork lift and pictures of damage. Company denies any responsibility to assist me because i do not have an account with laa. There is proof there was property in the car despite the pictures they took. There cameras on site should have me gettting what was left inside the car on november 3rd/4th The suspension would not air i had to tow it to shop. I got quote fir the suspension, door danage where prying occured. And the bumper Car was driven around on fork lift and suspension damaged. Bumper damaged. Car was broken into. I have photos of damage. Vehicle not driveable upon redemption. Licencse plate was stolen. Acknowledged as lost by this branch.

  

  Business Response

  Date: 11/30/2023

  Dear Mr. *********************, 

  Thank you for patience while this was being processed. 

  Upon review of your claim related to stock# ********, please advised that claim has been denied. This has also been communicated to you directly by the branch ****************** with SMR|SRG.  

  Thank you, 

  Summer Abutaha

   Call Center Infrastructure Administrator, Buyer Services

   Toll Free ************ |International ************ | www.iaai.com

  IAA Buyer Services
  ****************************************************************************

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20876760
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/13/2023

  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.

  this is the first time I had to deal with this kind of issue I bought cars from IAA never have problem like this. the **** ******* Santa Fe was listed RUN AND DRIVE sale date was 10/25/2023 I went to the place on the 10/31/2023 to pick up the car on entering the office I meet with a young man I don't even know when he was exting the office he make a comment to me don't buy car here cause they listed them run and drive while is false.I call there an talk to someone name ******** this ****** very unhelpful this is not my first time buying from IAA I bought a car from IAA newhampsher and Fredericksburg all this locations when they listed the car run and drive true I also upload a screen shot of the details whats being said RUN AND DRIVE I ALSO HAVE OTHER BUSINESS PARTNERS CAN CONFIRM ANYTIME A CAR FROM IAA SAID RUN AND DRIVE THATS ALWAYS TRUE..BUT THIS LOCATION LISTED SOMETHING RUN AND DRIVE IS FALSE.

  

  Business Response

  Date: 12/07/2023

  BBB ID of ********.

  Thank you for your email. We're sorry to hear you had an issue with one of your purchases from IAA. We have listed on our online disclaimer in regards to a run & drive vehicle it states 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 of warranty that it will do so any time thereafter or that the vehicle is roadworthy. At this time we will not be able to issue you a refund. You do have a couple of options you can use, #! you can contact the Branch from which the vehicle was purchased to see if you could re-run the vehicle through the auction. #2 You can pay the renege fee which is $1,000 or 15% whichever is greater.
  
  Thank you,
  
  *************************;
  Supervisor, Buyer Services 

  
  

• Initial Complaint

  Date:11/10/2023

  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.

  HI I bought this vehicle which was advertised as a clean title, when I tried to register it they tell me its a salvage title. They advertised it incorrectly, attached is a screen shot of the listing. I do not want to keep the car if its not a clean title. I spoke to them and they wont do anything about it. Can you please help me resolve this issue.

  

  Business Response

  Date: 11/30/2023

  Dear Mr. ********,

  Thank you for your patience. We are still reviewing the claim related to stock#******** and we will be providing an update once finalized. 

  Summer Abutaha
  Call Center Infrastructure ************** ***** Services
  Toll Free ************ |International ************ | www.iaai.com
  IAA ***** Services
  ****************************************************************************

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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 19th of 2023, my car was towed by IAA to the ************ location. I was forced to wait until the following Monday to get a call telling me where my car had been taken, and then I was forced to wait over a week to go pick my car up. I assumed the car had been stolen, and had to file a police report. The company had not informed the police of the towed car until near closing time on the 19th. The receptionists at this location were very rude and unprofessional during this time. I then went to recover my car on August 29, I was there at my set appointment time, I was forced to wait almost two hours to get the car, even though I got there early. I have a 6 month old baby, and it was over 100 degrees that day. I went outside to finally get my car, and EVERYTHING in the car had been removed. The only thing the two men didn't remove was my hidden dash camera in my review mirror. So I got home and saw the footage of them ripping my custom leather seat covers, leaving giant holes. My license plate covers had been torn off, even though they could easily be removed without tearing them. A priceless necklace my deceased grandfather gave me was cut off the review mirror, my computer equipment was dropped and busted the bottom of my tower. My eight year old daughter's ******** was stolen, as was money from my center console. Who knows how many others these employees do this to, and those people just don't have proof like I do. I called to see what could be done about my broken and stolen items, and the two women I spoke to were extremely unprofessional and hateful to me. They refused to give me someone I could speak to, and refused to take the footage I had of the event occurring.

  

  Business Response

  Date: 11/30/2023

  Dear Mrs. *********************************, 

  Thank you for your patience. 

  Regarding your claim, please provide the full VIN of the vehicle this pertains to. You had also mentioned that you have a video which backs up your claim. We will need to have that as well for review. 

  Thank you, 

  Summer **************************** Infrastructure Administrator, Buyer Services 
  Toll Free ************ |International ************ | www.iaai.com
  IAA Buyer Services
  ****************************************************************************

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20846808
  
  I am rejecting this response because: I am attaching a photo of my VIN number to the file feature in this chat for your records. I also have attempted to attach the video, but am having issues as it is not a file type accepted on this platform. Is there an email address I could attempt to send the video to instead? 
  
  Sincerely
  
  *********************************

  

  Business Response

  Date: 02/20/2024

  Dear ***********************, thank you for your patience. Regarding your claim, please provide the full VIN of the vehicle this pertains to. You had also mentioned that you have a video which backs up your claim. We will need to have that as well for review.Thank you, summer **************

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 20846808
  
  I am rejecting this response because:
  I have provided the *** for my car in previous messages. I was in possession of a video which depicts someone of either Hispanic, or Latin ethnicity in a red hat ripping things from the front seat, and taking a ******** Switch from under my front passenger seat. However, I asked over two months ago for an email to send the footage to before it was automatically deleted from the server I use. It cannot be attached on this platform. Nobody got back to me with an email, though I called over 4 times to the ************ location to attempt to get an email to send the footage to. The footage has now been lost due to the server I use. I am very dissapointed that nobody got back to me, and the ************ location was INCREDIBLY unprofessional in handling this. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/07/2023

  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.

  I purchased a vehicle (Stock#:36235642) from IAA ******, ** branch on 5/4/23 and it was picked up on 5/10/23. I arranged pickup with a transportation company and set the sale document instructions so the title could be released to the driver. IAA ****** did not give the title to the driver when he picked it up. ****** made an error and was now in possession of my title rendering the vehicle that I purchased worthless. I called in July and was forced to have the title mailed to me. On 10/13/23 IAA logged into my account and charged me $20.00 to cover the cost of mailing the title. In other words, I paid for IAA's error. I called IAA HQ on 10/31/23 and after 1.5 hours a supervisor by the name of ***** told me that he could not issue a refund, but would contact ****** and find out what the error was. On 11/2/23 ***** emailed me and stated "I have heard back from the branch manager in regards to the ***** fee. Unfortunately we cannot refund this time, you are responsible for the ***** fees. Please reply to this email for further assistance. Thank you, *****." I did respond to the email within minutes of receiving it and have received no response. I replied again on 11/7/23 with no response.

  

  Business Response

  Date: 11/30/2023

  Dear, Mr. *****, 

  Thank you for patience. 

  We are in the process of reviewing your claim related to stock#********. We will provide an update once finalized. 

  Thank you, 

  Summer Abutaha
  Call Center Infrastructure ************** ***** Services
  Toll Free ************ |International ************ | www.iaai.com
  IAA ***** Services
  ****************************************************************************

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20840193
  
  I am rejecting this response because: this is time sensitive and enough time has passed to have previously done an investigation. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/20/2024

  Good afternoon,
  
  Note in system shows the wrong name for transporter pick up that is why we did not refund FexEx fee.
  Below is the note on the stock showing the *** saying the wrong name attempted to pick it up.
  
  ******** LuquezAssignment05/10/23 10:08:49 AM
  *** title instructions show *****************************- *** ***** is the transporter that picked up unit *****
  
  
  
  *************************
  Branch Manager, Operations

• Initial Complaint

  Date:11/06/2023

  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.

  I purchased a 2015 ***** Accord on 10/23/23 at the *********** South location. The pictures of the vehicle online showed no damage to the rear bumper. When I went to pick up the vehicle the rear bumper was damaged (Please see uploaded pictures of the online auction and what was at the IAA lot at the time of pick up). I tried to speak to the branch manager onsite and was told he would come to the car. I waited for over an hour and he did not come out even after repeated attempts to speak to him. He only relayed a message that he would give me $200 in compensation for the damage. This is not enough to fix the damage. After all efforts of attempting to speak to the branch manager failled, I contacted the IAA support team and they advised to leave the vehicle at the branch. I requested a refund or repair of the damage through the IAA customer support team but the branch manager refused my request and is still insisting that I must pick up the vehicle with the additional undisclosed damage as soon as possible. They are now adding on storage fees of $50/day (so far $500). Per the IAA policy "If you notice any discrepancies between the damage that was described online on the vehicle that is awarded to you, you must immediately notify the IAA branch manager where the vehicle was sold before the vehicle leaves the IAA yard." ********************************************************************************************************** I'm respectfully requesting a refund and resolution to this.

  

  Business Response

  Date: 11/10/2023

  ID of ********.
  
  Thank you for your email. We have reviewed your case Based on the notes, we show that the Branch Manager has removed the storage fee from the vehicle and you have picked it up. There may be a timing issue from when you filed your complaint and the vehicle being removed from the Branch. In regards to the damage based on the communication between you and the Branch Manager, he is firm on the $200.00 compensation for the damage.

   

  Thank you,
  
  *************************;
  Supervisor, Buyer Services 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20831634
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was totaled back in October 2022 and was towed to IAA of *****. I called IAA to let them know I would be picking up my license plate however when I called to follow up I was told it was destroyed. Months later I had several toll violations and red light tickets from ***** to ***** where there is another IAA of *****. I called again and was told it must of got left in the dash board and my car was sold. Plate was reported stolen however i still get toll violations with several different cars and trucks since I'm the last person with this plate. I do have a police report that i keep sending to these toll violations.. Either IAA employee stole this plate and is using multiple cars which they also auction cars or whoever bought my car is using it for multiple cars. It seems my plate is near the IAA ***** location now. I have all my records of all the cars and trucks using my expired/ stolen plate. IAA told me they would look into this and get back to me and they never did. I ask them to at least contact the person they sold this car or check their employees. The last toll violation is dated 10/11/23 with a pick up truck with a tire and junk in the back.

  

  Business Response

  Date: 11/03/2023

  ID of ********.
  
  
  Thank you for your email. We're sorry to hear you have been having issues retrieving your plates. To better assist you with this issue, Can you please provide me with as much information as possible so I can open a case on your behalf? I need the full VIN and the make and model of your vehicle to reach out to the Branch Manager for assistance. I will await your response.
  
  
  *************************;
  Supervisor, Buyer Services 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20778381
  
  I am rejecting this response because: Im responding to the questions that were asked so my complaint can be looked into further.  The tag that was stolen is plate number NNHN88. My car was a white 2 door ***** Civic. Year 2012. Vin- *****************. The plate was still on this car when it was towed here and I was told I can pick it up but then it went missing and multiple cars are driving around with my plate. Loss 10/5/2022. Thanks!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/10/2023

  Greetings, 

  Thank you for your patience and providing the vin associated to the claim. Please be advised that we are reviewing the information and will respond back to you once we have more information. 

  Thank you for your patience. 

  Thank you,

  Summer **************************** Infrastructure Administrator, Buyer Services 
  Toll Free ************ | International ************ | www.iaai.com
  IAA Buyer Services
  ****************************************************************************

   

  Customer Answer

  Date: 11/29/2023

   
  Better Business Bureau:
  
   

  I accept as Im waiting on that company to investigate. Thank you! 

  
  

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

• Initial Complaint

  Date:10/25/2023

  Type:Customer Service 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 Aug 30th 2023 I was in a roll over car accident with my kids and pregnant a high risk pregnancy 35 weeks. I was taken in the ambulance and had to time to get my personal items from the 2010 ****** Highlander my vehicle was taken to the IAA ******* with all my personal belongings my sons cell phone the car seat that my kids was in my ****************** a back one a brown one and clear one and my *********************** my I watch charger phone chargers and so on even a ***** the Rugrats stuffy that I have had for years my makeup bag a some documents that I had in the car. I thought my things were safe I had to be induce early so alot of things happen. Had to buy new car and so on. I went to the lot located *************** check in to get my items they took a long time to bring the car over ad my plastic bags ready get my stuff as I manage to open the door my car had bean clean out all my stuff were gone. I asked the employees hey like my stuff are not in the car can you tell me where everything is at and no one was able to provide an answer so I comtacted *************************** the claim adjusted from progressive since they are the ones that se d my vehicle to that lot and she send them the email that I have attached. *************************** from the iAA ******* has not been able to provide an update all his requesting is receipts i didnt email him letting him know that I dont have any receipts for anything I even called where I got my glasses and they stated they had a system change and dont hVe anything. I have requested a manager his manager to call me and I have been waiting for a mount and his manager ******* has not bother calling me I hve call and no one has answer they put me on hold or they dont answer My Managers name is *******, she can be reached at ************ info he send me a generic number. Im very disappointed about the whole situation and the lack of care and professionalism. I have attached some of the emails but things are still out in the air they dont care.

  

  Business Response

  Date: 11/03/2023

  ID of ********
  
  
  Thank you for your email. Sorry to hear you were having some issues retrieving your property from one of our locations. To better assist you can you please provide us with the *** of your vehicle and the make and model so we can start a case on your behalf? In full **************** will be difficult to assist you without some receipt for the images you are stating were missing from your vehicle, This vehicle needed to be towed to us, and the fact that this vehicle was involved in a rollover accident these items may have been thrown out during the accident. This vehicle may or may not have been sitting at a tow yard until we retrieved it. Once you provide me with your vehicle information we can reach out to the Branch Manager for for further assistance.
  
  
  *************************;
  Supervisor, Buyer Services 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20781492
  
  I am rejecting this response because: the problem has not been resolve I have attached the vin number 2010 ****** Highlander p
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/10/2023

  Greetings, 

  Thank you for providing the required vin. We are currently reviewing the information receive and will provide more information once having received an answer from the branch manager. 

  Thank you for your patience and understanding. 

  Thank you, 

  Summer **************************** Infrastructure Administrator, Buyer Services 
  Toll Free ************ | International ************ | www.iaai.com
  IAA Buyer Services
  ****************************************************************************

• Initial Complaint

  Date:10/18/2023

  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.

  Iaa hired *************************** towing ********************************************************* *****. ******************************* /************ to tow my car to iAA ******, ** location while my car was being tow the tow truck driver for *************************** towing burglarized my vehicle by removing parts and personal items from my vehicle. I filed a police report with a list of missing items and their monetary value. I have tried to work with *********************** Branch Manager at the ************************************************* location, and ******************* Area Manager, Central Regionat the ****************************************************************. *********************** no long works for IAA. So my only contact is for ******************* ************/ **********************************

  

  Business Response

  Date: 11/10/2023

  ID of ********
  
  
  Thank you for your email. We have reached out to the ****** ***** branch location for assistance with this matter. We apologize for the inconvenience you have experienced and have opened a case on your behalf. The case # is ********. Once we receive a response from the Branch we will follow up with you. Please refer to the case number when calling in with any questions or concerns.
  
  
  Thank you,
  
  *************************;
  Supervisor, Buyer Services 

• Initial Complaint

  Date:10/09/2023

  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 a Tuesday I hit a deer and had my car towed. Thursday I was finally contacted back by progressive insurance and made arrangements recorded on the phone for me to get my belongings from my vehicle Friday afternoon and then IAA to pick up my car from there on Monday. Friday when I went to clean out my car it was already towed along with my belongings 2 hours away and they said they refuse to bring it back and there was nothing I can do about it. I am the title holder of the vehicle. In my eyes that would be considered grand theft. I did not give permission for them to take my car and my personal property which has more dollar and sentimental value than my car itself.

  

  Business Response

  Date: 11/03/2023

  Reply to Complaint:  ID of ********:
  
  
  Thank you for your email. Sorry to hear you were having issues trying to retrieve your personal property from your vehicle. As IAA is contracted through your Insurance provider. If you can provide us with your full VIN and make and model of your vehicle we can reach out to your provider to set up a day and time for you to retrieve your Items, or you can contact them directly for assistance.
  
  Please let me know which direction you would like to take to resolve this matter,
  
  
  *************************;
  Supervisor, Buyer Services