Complaints
This profile includes complaints for IAA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 247 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/04/2023
Type: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 friday september 30, 2023 the insurance company of the girl who totaled my car came and picked up my car from a storage lot, and towed it to IAA. On monday october 2, 2023 I left work early to be able to go and retrieve my personal items from the car. I had to wait 2 hours because of the line in front of me, but once the car was put in a place I could get to and get my items out, i noticed literally everything that was in the front seat and the back seat was missing but they put the stuff they didnt want in a trash bag. Why is this allowed at your facility? You let your employees take whatever they want out of the car before the owner can get their personal items out of it. The car shouldnt be touched by anyone until the owner has had a chance to get everything out of it.
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. ThanksCustomer Answer
Date: 02/20/2024
Complaint: 20696218
I am rejecting this response because: it's been months after what happened. I don't have a buyer number since I wasn't buying a car. My was picked up to go there and didn't have time to get my stuff out before it was stolen. Then they bagged up stuff they didn't want.
Sincerely,
*************************Business Response
Date: 02/21/2024
Thank you for your response back.
It saddens me to say it will be very hard for me to assist you with this matter without a buyer number and or vin number. i would need those to look up the branch and then reach out to them for an explanation. I've tried to find info by just your name but came up unsuccessful. If you send me back the Vin or stock number if you received one, I can research this matter better.
Thanks
******* (********************
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation TeamCustomer Answer
Date: 02/22/2024
Complaint: 20696218
I am rejecting this response because: The vin number is ***************** and it was at the ************* branch where this happened. They inside of the car was cleaned out of all my stuff except for a trash bag of stuff they didnt want.
Sincerely,
*************************Business Response
Date: 02/28/2024
Thank you for your response back.
I will reachout to this branch and speak with the branch manager on what may have happened. Please allow a couple days for them to respond back.
Thanks
******* (********************
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation TeamInitial Complaint
Date:10/03/2023
Type: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 posted a Motorcycle and specifically offered it with a 600cc engine. After I bought the lot they said that it had no engine. Pure false advertising, now the billed me $1000 because I refused to pay for the vehicule and that is not fair.Business Response
Date: 02/01/2024
Please allow BBB to reopen these cases so I can try to get them resolved. I apologize that they were not worked in my absence.
Thank You
******* (********************Initial Complaint
Date:10/02/2023
Type: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 was posted for sale with pictures to describe its condition. in the pictures the vehicle was complete but when my driver went to pick up the vehicle the engine was missing from the vehicle. i spoke to the branch manager and she told me they lost the items in question 2 months prior to the sale but still posted the vehicle with the parts they knew were out of the vehicle already and offered $280 for my troubles and a used engine is averaging $4800 at the moment. i also called customer service and same story, the sale was a bate and switch, which made the sale unfair and unethical. they refused to terminate the sale or remedy the issue they told me its my fault for taking their word and using the pictures as a accurate representation of their vehicle. true scam artists. they have the highest fees in the business and also the biggest scammers in the business.Business Response
Date: 02/26/2024
For me to be better able to investigate this matter I will need to know your buyer number and the stock or VIN of the vehicle in question. After I have received this from you, I can then reach out to that branch manager and see what took place. Also, I must state the following auction rules, which state: 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. 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. THE IMAGES OF THE VEHICLE THAT IAA PROVIDES ARE NOT INTENDED TO EXHAUSTIVELY DISPLAY THE CURRENT CONDITION OF THE VEHICLE. IAA MAKES NO WARRANTY OR REPRESENTATION ABOUT THE CONDITION OF THE VEHICLE BY PROVIDING THESE IMAGES.
Thank you.
******* (********************Initial Complaint
Date:09/18/2023
Type: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.
I have a issue where a rep is listed as a owner of my business. I *********************** am the legal owner of Prophetic Wholesale Motors *** located in *******************. I need my role as the owner to be placed on my business and my rep *********************** to be remove as the owner of the business when hes not the owner.Business Response
Date: 09/22/2023
Dear **************,
Thank you for being a valued buyer with IAA.
In review of your claim please be advised that the current ownership in our system is based on the registered owner list with the **************************************************** which is you. We do not have anyone listed on your account with the name of ***********************.
If you have any further questions regarding your account, please contact Buyer Services Toll Free ************.
Thank you,
Summer **************************** Infrastructure Administrator, Buyer Services
Toll Free ************ |International ************ | www.iaai.com
IAA Buyer Services
****************************************************************************Customer Answer
Date: 09/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Prophetic Wholesale Motors IncMy Issue was resolved last week
Initial Complaint
Date:09/14/2023
Type: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.
It appears that after a selling a vehicle months later i get a call back from ***************** Manager and wanted to returned the vehicle without checking and going thru all the steps forced me, then after a while **** gets back to be saying you haven't written in the form that it was partially repaired, even to it was all done by ******** have explained the situation again, *** has already knew this vehicle was purchased from you guys i wanted to reposted due to the war accrued in ******* and i told her can we use the estimate that was form the insurance company she told me since the vehicle was repaired partially it would needed to be re estimated and it was redone by your estimator and i paid the fee for it, what is it that's my fault in this to get my account suspended. As you are aware of the situation my account has been blocked and suspended due to a mistake that accrued by the lady who approves all the selling cars her name is ***, I went back and forward with ***************** and Also involved UCDA lawyer, there is a faulty by your side and **** has tried to returned the vehicle back to me with few different methods claiming i haven't done my job right however after a while he came back with another claim where it wasn't filed partial repair. **** also admitted to the UCDA lawyer upon emails that there is a fault by your side. I have all the files and documents to support this matter yet without listening you have suspended my account i also email ********************* he hasn't even bother replying to me at all, this show unprofessionalism how the accounts are handled over all this made me feel like to cover someone peoples mistake i have been throwing under the bus, it shows clearly, i am extremely disappointed with this service ! I would like to know if a customer who purchased lots of cars and boat and paid everything on time i have bough , why am i being judged like this and not even being answered, i actually started to believe that there is a racismBusiness Response
Date: 09/22/2023
Dear Mr. *******,
Thank you for being an IAA valued buyer.
With regards to your claim, it is our understanding that IAA had bought the vehicle back. As for reactivation of your account unfortunately the status will remain inactive until further notice.
Thank you,
Summer **************************** Infrastructure Administrator, Buyer Services
Toll Free ************ |International ************ | www.iaai.com
IAA Buyer Services
****************************************************************************Customer Answer
Date: 09/26/2023
Complaint: 20601266
I am rejecting this response because:I am rejecting this response because: I have full conversation with ******************* the person who process the approvals the sales as i explained before *** was aware this vehicle was purchased before and it had accident damaged and it was repair *** has announced that it will need a new estimated and she provided me the estimates and approved the sale to be proceeded, i have all the full conversations with her this messaging system is not allowing everything to be uploaded but i can defiantly provide the information's if required, All i want to tell you that it is not fair to be treated unfairly and Leaving me with **** mistake which lead to suspending my account unfairly.
Sincerely,
*****************************Business Response
Date: 02/20/2024
It was earlier this week and customer consigned a vehicle without disclosing prior repair and we had to buy it back.Buyer doesnt want to take any financial responsibility. We lost $17K buyer wants to pay $1K he will stay suspended until we agree on a fair amount.Initial Complaint
Date:09/13/2023
Type: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 from this location on August 3rd and picked it up August 7th. The picture on the odometer reads ****, while on the vehicle report it says **** also on the title, however the original mileage is ****. When the vehicle report and title is issued it had to have said **** same as the odometer reads on the dashboard. I called the office and the customer service was horrible, hung up on my face. When I called back I told them they have to change the title, because it is their problem. She told me I can do whatever I want and change it myself, and I told her that was illegal and I need everything documented correctly, a new title with the actual mileage listed. She hung up again, then I saw the next day she deactivated my IAAI account. I have tried to contact them and no one answers and there is no one higher up I can speak to. This is ridiculous, I purchase many vehicles from this company and my account should be active until May 11th, ****. I need resolved please and my IAAI account restored immediately. My case number is ********. I Called buyer service to tell them about the title situation and they gave me this case number. Thank you very muchBusiness Response
Date: 09/15/2023
Dear **************,
Thank you for being a valued buyer with IAA.
In review of your claim please be advised that the email registered to this claim is not that of the owner. Per our AuctionRules all communication is to be received from the email address which is registered to the owner of the account.
Regards,
Summer Abutaha
Supervisor, Buyer Services
IAA
**************************************************************************
Toll-Free ************ | International: ************
Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F: 6:30am-7:00pm | Sat: 8:00am-5:00pm **Initial Complaint
Date:09/12/2023
Type: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.
I was in an accident February of 2023. USAA, my carrier, had my truck towed three weeks later to IAA in ******* from ****** **. The tow truck driver improperly hooked up my vehicle causing major damages ie: chain marks in my grill, and a blown transmission. The driver was negligent in the fact that he failed to disconnect the dive shaft on a 4x4 vehicle leaving it engaged the entire tow, blowing the transmission. While my vehicle was at IAA they failed to do a full inspection leaving suspension, and clearly damaged parts out of it. Now time has passed (7 months to be exact) and they REFUSE to respond to my claims adjuster and are dragging this whole thing out ridiculously. This company is absolutely negligent and NOT acting in good faithBusiness Response
Date: 09/15/2023
Greetings,
Thank you for your claim.
Upon review this claim was settled on September 8th. We recommend that you contact your insurance provider for further information related to the reimbursement and any additional information which you may have.
Thank you,
Summer Abutaha
Supervisor, Buyer Services
IAA
**************************************************************************
Toll-Free ************ | International: ************
Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F: 6:30am-7:00pm | Sat: 8:00am-5:00pm **Customer Answer
Date: 09/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:09/11/2023
Type: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 was involved in a car accident on 8/21/23.My vehicle was taken to the IAA yard in *******, ** to get the total loss estimate on 8/30/23.By 9/4/23 I was called with the amount for the yard to keep the vehicle or if we wanted to retain it. It was a 4-thousand-dollar difference, yet we decided to retain it on 9/6/23. That same day 9/6/23 the truck was brought back to my house by the same guy that towed it on 8/30, but I immediately noticed I was missing some engine parts that my mechanic had removed and stored in the back of the passenger's seat on 8/28. I mentioned the missing of pieces to the tow truck guy and he said to call IAA. I reached out to the IAA ******* branch the following morning (9/7/2023) where I was told that they were going to look for them in the yard and that they would call me back. They did in fact call me back and said they did have some parts, but that they would not be able to drop them off at my house till the next day 9/8. I said that was fine because I didn't have a car to go pick it up, yet I did ask them to let me know with time when exactly they would go to my house so I could be there, and I also asked them to send me a picture of the parts to make sure the ones I needed where there. Fast forward to the next day 9/8/23 they notified me only 40 minutes before hand and at this point, I was also sent some pictures to confirm that those where the parts I was looking for. The picture they sent did show the two parts I was missing. However due to the short notice, I was not able to be home when the parts where delivered, therefore I couldn't confirm that all the parts were delivered. I checked later when I got home and only one part of the two was delivered.So, I called them today 9/11/23 and they said there was nothing they could do, that they didn't have the pieces, and they didn't know where it could be I spoke mainly to ******* but also reached out to the manager ****** and they both said there was nothing to be done on their endBusiness Response
Date: 09/15/2023
Greetings,
To better assist your claim please provide the full VIN of the vehicle this pertains to.
Thank you,
Summer Abutaha
Supervisor, Buyer Services
IAA
**************************************************************************
Toll-Free ************ | International: ************
Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F: 6:30am-7:00pm | Sat: 8:00am-5:00pm **Customer Answer
Date: 09/20/2023
Complaint: 20588257
The vin # is ***************** and my stock # is 37479100.
Sincerely,
*************************************Business Response
Date: 09/27/2023
Dear Mrs. *********,
Thank you for providing the *** and stock number associated to this claim. Reviewing what we have on file for this assignment unfortunately your name does not match with the name registered to the owner of this vehicle.
To further assist you, please review the information provided.
Thank you,
Summer **************************** Infrastructure Administrator, Buyer Services
Toll Free ************ | International ************ | www.iaai.com
IAA Buyer Services
****************************************************************************Initial Complaint
Date:09/06/2023
Type: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 car last week from the local *** ** branch. Ive pod my dues and have been calling everyday to be told my car will be delivered today only to find out, its not. ISP is stating IAA hasnt moved or released the vehicle to them. I arranged for IAA to deliver my car. Now its been one week and still no car. No one will give me a straight answer on why my car isnt being released and they keep blaming ISP. The tow driver called me and stated that he waited an entire day yesterday and still nothing. I JUST WANT MY CAR RELEASED!!!!! I paid for it and at this point youre illegally holding my possession!Business Response
Date: 09/12/2023
Dear ************,
Thank you for being a valued buyer with IAA.
I would like to begin by apologizing to you for the inconvenience that you have endured by our Phoenix Branch. Please be advised that the grievances you mentioned during our call will be passed along to our Area Manager for that location to be used for training and learning purposes. We hope that the experience you received does not deter you from continuing to be a buyer with IAA.
This is also to confirm that stock#******** had been delivered to you on the 6th of this month.
Thank you,
Summer Abutaha
Supervisor, Buyer Services
IAA
**************************************************************************
Toll-Free ************ | International: ************
Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F: 6:30am-7:00pm | Sat: 8:00am-5:00pm **Initial Complaint
Date:08/27/2023
Type: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 8/08/2023, the IAAI conducted an online auction of the ***** CRV, 2021 model, ******************* took part in the online bid to purchase the vehicle for *************************************** . He won the bid and was expected to pay $23,385.50.After winning the bid **** was to make the payment within 7 days, however, there was a delay with the transfer as a result **** called the IAAI on Wednesday, August,16 to request a 2-day extension to 08/18/23. they agreed to the extension and indicated they were putting a note in the system to reflect the agreed date. However, on Friday when the money was ready for payment the IAAI blocked ****'s account and could not make payment as agreed, they sent a bill of $3,16.23 as payment for the renege fee.He filed a complaint on 08/18/2023 and then sent an email acknowledging the issue and promised to restore the vehicle to the account within 24 hours so we could make payment.IAAI has failed to resolve the matter, all effort to reach any of the managers has been unsuccessful for over a week the matter stand unresolved and the company has put the car up for another action on 08/29/2023 at 8:30 am.Business Response
Date: 09/06/2023
Dear Mr. ************************************,
Thank you for reaching out to IAA with regards to your claim.
Unfortunately, we will not be able to assist with the claim as it not registered to the email we have on file for the owner of the account.
Thank you,
Summer Abutaha
Supervisor, Buyer Services
IAA
**************************************************************************
Toll-Free ************ | International:************
Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F: 6:30am-7:00pm | Sat:8:00am-5:00pm **Customer Answer
Date: 09/07/2023
Complaint: 20529624
I am rejecting this response because: I asked the account owner to buy the vehicle for me and now he claims IAA has blocked his account inview of that I should pay ***** dollars when I have not received any vehicle. I think the IAA should investigate this matter further because I suspect fowl play in this whole transaction.******************* has been able to provide any invoice from the IAA.
Sincerely,
************************************Business Response
Date: 09/13/2023
Good afternoon,
Thank you for your patience.
While we sympathize with your situation unfortunately, we will not be able to procced in reviewing your claim. Please be advised that the email which is registered to this claim was not found in our database thus considered a 3rd Party. Per our rules we can all review and respond to claims submitted by the owners of the IAA account holder verified by the email registered to each claim received.
Thank you,
Summer Abutaha
Supervisor, Buyer Services
IAA
**************************************************************************
Toll-Free ************ | International: ************
Email ************************************ |Website www.iaai.com
Buyer Services Hours | M-F: 6:30am-7:00pm | Sat: 8:00am-5:00pm **Customer Answer
Date: 09/28/2023
Complaint: 20529624
I am rejecting this response because:Thank you for your email
The issue has not been resolved yetBecause IAA's name is being used to de fraud people and the company is not ready to investigate my complaintI don't understandI think it's unjust and unfair system.I am deeply pained. I came for vacation and this issue has happened to meRight now I don't know what to do to get helpIt's sad
Sincerely,
************************************
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