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

  580 Myricks St East Taunton, MA 02718

• 

  Insurance Auto Auction

  1210 Kings Rd Schenectady, NY 12303

• 

  IAA, Inc.

  47 Newberry Rd East Windsor, CT 06088

• 

  IAA

  14149 Brandywine Rd Brandywine, MD 20613

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:08/23/2023

  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 am writing because I have been struggling for the last three weeks to get your ******* branch the proper information for possession of my vehicle. Your customer service person ****** has been completely unresponsive and unhelpful. We are getting contradictory responses between this person and the in-office staff (who dont identify themselves could be the same person). We happen to live about 5 miles from the facility, so were trying to handle the issue in person once we finally got the documentation we needed to fill out and submit properly emailed to us. This only took 7 attempts at asking ****** to do properly. When we got to the facility, I was told the documents were filled out improperly (after following YOUR directions printed on the forms) and had to drive home to get my wifes signature. We returned and had to go back again because something else wasnt correct. Trip number three there resolved that issue and we were told everything was correct. About an hour after returning home and me returning to work for the day, my spouse got a call saying more things were done incorrectly and other things were needed to be printed (which were filled out by your people with typos that would render them improper). That was handled in person again, and we were told everything was correct again. This morning we got a call saying there were MORE issues and have to print another form (which probably also has typos). How will the story end? I don't know, but I'm also planning to contact the insurance provider who is using this service to get them to stop using your company in the future if possible.

  

  Business Response

  Date: 09/06/2023

  Dear ********************, 

  Thank you for your patience. 

  Please be advised that your claim in regard to your vehicle (stock#********) is being reviewed. I will reach out once I have a better understanding as to what the holdup is in having the assignment fully processed and listing the vehicle for auction. We ask for your continued patience during this time.

  We apologize for any inconvenience this may have caused you and your wife. 

  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:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for over 5 months get the title..of DODGE CHARGER Stock#:36273914 VIN:***************** just ignore and lie. from manager ***********************************! He claims that he has already ordered a duplicate TITLE in the **** we're calling the Texas **** no one ordered the title! Second car 3 months... just ignore .IAAI support don't even reply!Stock#:36657813 Vin:***************** no Title..completely ignoring me!!! even not answer on case submitted in iaai The dealer who bought my Dodge charger is threatening to *** me! and I have to go to court to create a case against auction.. I just have no choice!!! or get a refund for the cars including all the money we paid plus all labor and parts!! or give titles. IAAI just moking us!!!!THEY are literally SCAMM us!we are already lose a lot of money

  

  Business Response

  Date: 09/06/2023

  Dear ****************, 

  Thank you for your patience and for being a valued buyer. 

  I have reviewed your claim and spoken to the Branch Manager in regard to your title and per the information received the duplicate title request was indeed placed on July 10th, 2023. Unfortunately, the turnaround time for the *** can take between 6-8 weeks which is out of our control. Based on the requested date we are set to have the title received at the branch around September 8th. We ask that you allow us that timeframe to ensure that the document is delivered and processed accordingly. 

  I will be following up with the branch on Friday to confirm the status of the title. 

  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: 09/12/2023

   
  Complaint: 20510108
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I resived message wh a t my duplicate  title list again and need order new one!!! 

  So you can't help me too? Where I have to go now? TV?  Government?

  

  Business Response

  Date: 09/15/2023

  Good morning, 

  I understand that this is frustrating and time consuming, however, when I had spoken to you directly and explained the situation you agreed for IAA to proceed with requesting another duplicate title. With that being said please be patient as this matter gets resolved. 

  Thank you for your continued patience. 

  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:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle - IAA ****** branch on August 8. Stock # ******** This vehicle was presented as a running and driving vehicle, with air bags intact, having minor accident damage. After the auction and payment I have found out, that this vehicle was extensively damaged several months prior (structural damage, frame damage, blown airbags) purchased at the auction by a dealer, poorly restored to seem on the photos as if it had suffered only minor accident damage, which I consider a forgery. Unfortunately, information about the seller was not disclosed, otherwise I would have had a red flag immediately. The vehicle is still at the auction facility. I filed a complaint the next day. My initial request was to void the purchase and allow me to use the credit to buy another vehicle at the IAA auction. No refund needed.08.04.23, the help desk couldnt provide me with solution, so the case was escalated. I was requested and provided my arguments to prove that the vehicle was misrepresented at the auction. (Photos, auction description, vehicle history) 08.07.23 I had phone call with customer service, provided arguments seemed to be reasonable to the customer support team leader. The delivery was put on hold until the case is resolved. 08.07.23. I received an ambiguous message from support, emphasizing pre-bid inspections and suggesting a branch consignment discussion. I countered by offering to let IAA retain the auction fees in exchange for a bid refund. However, on 08.19.2023, they responded 8 days later and not only declined but also mentioned storage fees for the case's duration. I would like to find mutually just solution that would satisfy both parties including:1. Void the purchase with IAA retaining the fees.2. IAA arranges another auction run without additional fees for me 3. Opt for the renege option.I hope this message will reach someone who values their customers and will be able to provide me with fair solution.Thanks!

  

  Business Response

  Date: 09/12/2023

  Dear ********************, 

  Thank you for being a valued buyer with IAA. 

  In regard to your claim related to stock#******** and upon review please be advised that there is no misrepresentation present on this vehicle. With that being said no refund will be issued.  The rules state that IAA does not guarantee that the vehicles are roadworthy and suggest the buyers to obtain a CarFax report prior to placing a bid. 

  You can view the AuctionRules by clicking on the following link: **************************************************** (please read points 1, 4 and 7 which detail the rules and clarifies the classification of a Run&Drive). 

  Disclaimers, Representations, and Warranties
  PLEASE READ CAREFULLY AS THE FOLLOWING PROVISIONS AFFECT A BUYERS LEGAL RIGHTS AGAINST IAA.
  
  BY REGISTERING WITH IAA AS A BUYER AND PRIOR TO PLACING A BID AT AUCTION, BUYER WARRANTS THAT BUYER HAS READ AND UNDERSTANDS THE FOLLOWING CONDITIONS OF SALE AND AGREES TO BE BOUND BY THEM:
  
  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.
  3. IAA MAKES NO WARRANTY OR REPRESENTATION FOR, AND UNDERTAKES NO DUTY TO CONFIRM THE ACCURACY OR COMPLETENESS OF, ANY INFORMATION PROVIDED IN ORAL, WRITTEN OR IMAGE FORM TO BUYER REGARDING ANY VEHICLE FOR SALE, INCLUDING INFORMATION PROVIDED BY A DEPARTMENT OF MOTOR VEHICLES, MOTOR VEHICLE DIVISION, OR DEPARTMENT OF REVENUE.
  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, *****, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. BUYER UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, **** SOULD OBTAIN A CARFAX OR SIMILAR REPORT PRIOR TO MAKING A BID. BUYER SHALL VERIFY THE ***** TYPE AND BRAND BEFORE MAKING ANY REPAIRS TO THE VEHICLE.
  5. 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 **** 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.
  6. ANY STATEMENT THAT A VEHICLE STARTS (SUCH AS THROUGH A Y UNDER THE STARTS COLUMN) MEANS THAT THE VEHICLES MOTOR STARTED (EITHER WITH OR WITHOUT A JUMP) AND IDLED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A WARRANTY OR REPRESENTATION THAT THE VEHICLE WILL START, DRIVE, SHIFT, OR MOVE FORWARD AT ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.
  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.
  8. ANY STATEMENT THAT AIR BAGS ARE INTACT (SUCH AS THROUGH AN AUCTION NOTATION INTACT AIRBAGS) MEANS THAT THE AIRBAGS APPEARED, IN IAAS JUDGMENT, NOT TO BE DEPLOYED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A WARRANTY OR REPRESENTATION THAT THE AIRBAGS ARE IN FACT PRESENT OR OPERATIONAL. IAA DOES NOT INSPECT OR CONDUCT TESTING ON THE AIRBAGS TO ENSURE THAT THE AIRBAGS ARE IN FACT PRESENT OR OPERATIONAL. BUYER ACKNOWLEDGES AND AGREES THAT VEHICLES OFFERED BY IAA MAY CONTAIN DEPLOYED AIRBAGS THAT HAVE NOT BEEN REPLACED.

  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 CT

  Customer Answer

  Date: 09/18/2023

  Complaint: 20499630
  
  I am rejecting this response because I still insist that the original listing did not represent the vehicle properly. Here's what I have discovered:
  
  1. Information about the seller was hidden.
  2. The seller attempted to cover up the extent of the damage with a subpar repair job, concealing the true scale of it.
  3. Upon receiving the car, I encountered the following issues:
     - It was listed as a car that starts and drives, but it does start and may move, albeit with significant noise due to one of the wheels being stuck.
     - The steering is loose.
     - There is substantial undercarriage damage that was not disclosed, including issues with steering and suspension components.
     - The left front wheel is pushed back by an inch or so, suggesting possible frame damage, pending professional evaluation.
     - Despite being listed as "airbag not deployed," the airbag light is on. I need to determine if they installed a functional airbag or a dummy.
     
  I believe the company that listed this car for auction misrepresented it and should be held accountable. I want to commend the Site Manager at the ****** location for his assistance in waiving unfair storage charges and his courteous handling of the situation. However, I remain dissatisfied with this deal due to the deception and intentional concealment of previous damage.
  
  Sincerely,
  *****************************

  

  Business Response

  Date: 09/27/2023

  Dear Mr. ********, 

  With regards to your claim please be advised that as a courtesy the branch has agreed to reach out to the seller on your behalf. 

  I also advise that refer to my previous email instructing you to review our Auction Rules which stipulate the following and ones you have agreed to once having become a buyer with IAA.  Which indicates you buyer could have used the preview service that is offered by IAA to have someone look at the vehicle prior to the sale. It is also our understanding that you did the research on this salvage titled vehicle after the purchase not beforehand which we always advise buyers to do so before having bid on the vehicle as listed in #4 of the rules. 

  ****************************************************

  Disclaimers, Representations, and Warranties
  

  PLEASE READ CAREFULLY AS THE FOLLOWING PROVISIONS AFFECT A BUYERS LEGAL RIGHTS AGAINST IAA.
  
  BY REGISTERING WITH IAA AS A BUYER AND PRIOR TO PLACING A BID AT AUCTION, BUYER WARRANTS THAT BUYER HAS READ AND UNDERSTANDS THE FOLLOWING CONDITIONS OF SALE AND AGREES TO BE BOUND BY THEM:
  
  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.
  3. IAA MAKES NO WARRANTY OR REPRESENTATION FOR, AND UNDERTAKES NO DUTY TO CONFIRM THE ACCURACY OR COMPLETENESS OF, ANY INFORMATION PROVIDED IN ORAL, WRITTEN OR IMAGE FORM TO BUYER REGARDING ANY VEHICLE FOR SALE, INCLUDING INFORMATION PROVIDED BY A DEPARTMENT OF MOTOR VEHICLES, MOTOR VEHICLE DIVISION, OR DEPARTMENT OF REVENUE.
  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, *****, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. BUYER UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, **** SOULD OBTAIN A CARFAX OR SIMILAR REPORT PRIOR TO MAKING A BID. BUYER SHALL VERIFY THE ***** TYPE AND BRAND BEFORE MAKING ANY REPAIRS TO THE VEHICLE.
  5. 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 **** 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.
  6. ANY STATEMENT THAT A VEHICLE STARTS (SUCH AS THROUGH A Y UNDER THE STARTS COLUMN) MEANS THAT THE VEHICLES MOTOR STARTED (EITHER WITH OR WITHOUT A JUMP) AND IDLED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A WARRANTY OR REPRESENTATION THAT THE VEHICLE WILL START, DRIVE, SHIFT, OR MOVE FORWARD AT ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.
  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.
  8. ANY STATEMENT THAT AIR BAGS ARE INTACT (SUCH AS THROUGH AN AUCTION NOTATION INTACT AIRBAGS) MEANS THAT THE AIRBAGS APPEARED, IN IAAS JUDGMENT, NOT TO BE DEPLOYED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A WARRANTY OR REPRESENTATION THAT THE AIRBAGS ARE IN FACT PRESENT OR OPERATIONAL. IAA DOES NOT INSPECT OR CONDUCT TESTING ON THE AIRBAGS TO ENSURE THAT THE AIRBAGS ARE IN FACT PRESENT OR OPERATIONAL. BUYER ACKNOWLEDGES AND AGREES THAT VEHICLES OFFERED BY IAA MAY CONTAIN DEPLOYED AIRBAGS THAT HAVE NOT BEEN REPLACED.
  9. A GENERAL STATEMENT REGARDING THE LOCATION OF DAMAGE TO THE VEHICLE, SUCH AS FRONT END DAMAGE OR REAR END DAMAGE, IS NOT INTENDED TO BE INCLUSIVE OR EXHAUSTIVE OF ALL OF THE DAMAGE THE VEHICLE HAS SUFFERED.
  10. VEHICLES MAY CONTAIN HIDDEN DAMAGE TO THE UNDERCARRIAGE OR SUSPENSION, ELECTRICAL MALFUNCTIONS, FRAME DAMAGE, MISSING COMPONENTS, WATER DAMAGE, BIOHAZARRD DAMAGE, OR OTHER HIDDEN OR UNDISCLOSED DAMAGE. IN PLACING BIDS OR BUYING VEHICLES, BUYER ACKNOWLEDGES AND ACCEPTS THESE RISKS.
  11. 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. IAA MAY PROVIDE ENGINE RUN VIDEOS FOR THE CONVENIENCE OF BUYERS, BUT IS NOT REQUIRED TO PROVIDE AN ENGINE RUN VIDEO FOR RUN & DRIVE VEHICLES. BY PROVIDING AN ENGINE RUN VIDEO, IAA MAKES NO REPRESENATION OR WARRANTY ABOUT THE CURRENT CONDITION OF THE ENGINE.
  12. IN ACCORDANCE WITH APPLICABLE STATE LAW, BUYER ACKNOWLEDGES AND AGREES THAT VEHICLES SOLD WITH A CLEAR ***** MAY HAVE A SALVAGE HISTORY.
  13. IAA DOES NOT WARRANT OR REPRESENT THAT VEHICLES CURRENTLY MEET OR CAN BE MODIFIED TO MEET LOCAL EMISSION AND/OR SAFETY REQUIREMENTS.
  14. 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 ***** 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.

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

   

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20499630
  
  I am rejecting this response because:
  
  

  The vehicle I received was not accurately represented in its listing. Upon closer inspection, I discovered that the car had been cosmetically modified to appear as if it had only minor damage. This concealment of actual damage, which I view as a deliberate misrepresentation, particularly in the absence of information about undercarriage damage, and damage of steering components is concerning.

   

  
  
  It is imperative that when a seller lists a vehicle, all potential damages and issues should be transparently disclosed. In this instance, it seems that the seller not only misled me, the end buyer, but also the IAAI by failing to provide complete and accurate information.
  I find it troubling that in response to my concerns, the IAAI seems to be deferring responsibility by merely referencing initial rules instead of addressing the core issue. Such a stance feels as though the organization is prioritizing the interests of the seller over the rights and concerns of the buyer.

  
  I firmly believe that a customer-centric approach should prioritize transparency, honesty, and ethical business practices. I request a thorough investigation into this matter and appropriate action to rectify the situation.
  

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

• Initial Complaint

  Date:08/18/2023

  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.

  NEVER RECEIVED TITLE FOR CAR UPON DELIVERY TO ** FROM **, HAVE BEEN TRYING FOR YEARS TO GET TITLE. HAVE WRITTEN MANY MANY LETTERS TO IAA IN ******** WITH SUPPORTING DOCUMENTS AND STILL NO SUCCUSS IN GETTING TITLE TO REGISTER MY CAR. HAVE NOT BEEN ABLE TO ENJOY MY CAR. JUST REQUESTING ANOITHER TITLE FOR MY 2012 ******** C300 SO THA I CAN FINALY REGISTER IT. WOULD LLIKE FOR PUYALLP TO PAY ALL THE LATE FEES THAT WILL BE ATTACHED WHEN I FINALLY REGSITER MY CAR.

  

  Business Response

  Date: 08/21/2023

  Good morning, could you please provide the stock number or Vin number and make and model.  We do not have your email registered as our customer; please provide the buyer number you have registered with IAA. In the event you purchased the vehicle through someone that has an account with **********************, the person has to reach out to us to request the title information.

• Initial Complaint

  Date:08/17/2023

  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 opened this earlier.GMC VIN ***************** I paid total of $3074.11 It was stated as run and drive, with primary damage to be left side. This vehicle was incorrectly tagged. It was not a run and drive and infact had a damaged engine. IAA completely lied about this and gave misinformation. It cost over $12k to fix now!Update on this- the car has even more issues more than an engine. After complete engine and other replacements, it still doesnt work. Now Im being told its electrical. It is a total junk of a car. Inside is a complete mess, everything was broken. Talk about the doors, radios, seats, roof, underneath just about everything internally. Meanwhile listing just said side door. I am still spending even more and now I have to just stop. I need a refund plus refund of my repairs. I have receipts to show. I cant even use the car. Since January and this is August! I buy cars from iaa but this listing was totally grossly classified!

  

  Business Response

  Date: 09/06/2023

  Greetings, 

  Thank you for your patience. 

  Unfortunately, the email the claim is received from is not registered in our system we will not be able to review the matter further. Please be advised that all claims must be received from the email we have registered 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: 09/14/2023

   
  Complaint: 20484255
  
  I am rejecting this response because:
  I reject their response. Below snip is from my IAA account that reflects all the information about my account with them which is the same email.
  
  Thank you,
  Hephzibah 

  

  Business Response

  Date: 09/15/2023

  Greetings, 

  Unfortunately, the email which this claim is registered under is not in our database and cannot be reviewed. Please double check your account information and resubmit the claim. 

  Regard, 

  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:08/15/2023

  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.

  I won a vehicle and I cannot get a release for the BUS; they will not release it to me.. I paid for it, went to pick it up thursday (won onTuesday) the office manager saw I won a ****** dollar bus for 100 dollars and will not release it to me... making up excuses... total on purchase was ******. they closed my account and have not resovled it and fail to give me a release...they can have the bus.. but they cant have my bus and my money... I spent **** dollars on sending guys from delano to ******.. only to be denied access. I have purchased items for 3 years and was asked to be a transported by IAA because of our great logistics... The branch manager is stealing my vehicle

  

  Business Response

  Date: 08/15/2023

  Thank you for your email. 

  To be better able to try and assist you with this complaint I will need to know the stock number or vin number of the vehicle in question. After I have received this from you I will then be able to reach - out to that branch manager and see what is going on in this matter.

  Thanks

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

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

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20469362
  
  I am rejecting this response because:  (this is the only way I can respond without closing the case... here is the information... they tried to buy it back from me because I did not want it... which is not true..." Whereas, Releasor purchased a _________________________ Stock #_____________,
  VIN: __________________________ from IAA (the Vehicle);  Stock# ********  Vin *****************  **** ECON
  
  Sincerely,
  
  Mm` ******

  

  Business Response

  Date: 08/24/2023

  Good morning, ****************

  You advised IAA you were seeking legal representation. Please have your legal representative contact our legal department to discuss. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20469362
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mm` ******

   

  They want us to file a lawsuit to resolve the problem.  We will, just exploreing another remedy... they are thieves... Gods watching too... its better for us in the long run.  We have witnesses on the fraud going on.  Just trying to avoid court... we will file... no problem.... $25k appreciate your time.. we talked to our legal counsel and they say they need to talk to a person ... not a email address... no real person ever talk to.. we contacted the District Attorney Consumer affairs... in 6 months they will get to it.. they have a back log...
  

• Initial Complaint

  Date:08/10/2023

  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.

  The company picked up a car that the transmission went out in for an agreement of $130.00 for the car. A check was provided but the check was returned, I have called multiple times and they are refusing to issue a new check or make this right. The check was issued on 07/17/2023 and that was the day that the car was picked up. The check was deposited on 07/24/2023 and returned on 07/27/2023 with a notice stating unauthorized. The returned check has caused an overdraft of $70.00.The company will not return my calls! Phone number called ************.

  

  Business Response

  Date: 08/10/2023

  Thank you for your email,

  For me to be better able to assist you I need the following information, your buyer number, the branch that sent you this check and the vin number of the vehicle the check was for. after I have received this information, I will then be better able to assist you with this complaint.

  Thanks

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

   

• Initial Complaint

  Date:08/09/2023

  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.

  August 9th 2023, the amount paid is ******* Had items stolen in the process such as childs car seat, jumper cables, insurance paperwork and car title paper work, battery recharger, car jack.Was told their cameras showed nothing in the car.Had both sets of keys for car but some how company got it and claimed they had a key which was not given further explanation.Was told to file a claim but told nothing can be done.Numerous people who also have had their cars towed or taken by said company whether it's them or their title *** partners have also stated their belongings were thrown out or taken and claimed but nothing was done afterwards

  

  Business Response

  Date: 08/10/2023

  Thank you for your email, after reading your complaint I agree this is an issue. The problem is that when we receive the vehicles from 3rd party towing company's we are seeing more of these types of complaints. If you can send me the vin number of the vehicle in question and the branch it was towed to, I will look into this matter deeper.

  Thanks.

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

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

• Initial Complaint

  Date:08/09/2023

  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.

  There is a judgment to pay within 30 days in the ***************. This includes: the refund plus delivery and filing fees. As highlighted by the counsel he said they will pay. And so since this has been on-going since Feb I can only assume they are not acting in good faith otherwise it would have been paid.

  

  Business Response

  Date: 08/10/2023

  Thank you for your email, after reading your complaint there is more information, I need to investigate the matter. Can you please send me more information on what you are speaking about? I need items like a case number, vin or stock number of vehicle if one is involved. After I have received these things, I can look deeper into the matter and see what is going on. 

  Thanks

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

  Customer Answer

  Date: 08/10/2023

  Hello 

  There is a court ordered judgement to pay and refund.  Meaning IAAI must obey the ***************'s law. Please contact the two people as to when this will be refunded. I have also placed a complaint to Consumer Protection Office. 

  Please contact below:

  ****************************;
  Branch Manager ******** 114  
  Insurance Auto Auctions Inc.
  IAAI | 91-*****************************************************
  ************ | *********************************

  Jeffrey ********************
  Litigation Counsel
  
  IAA | Two ***********************************, 10th Floor | ***********, ** 60154
  ***********************************************************

  

  Business Response

  Date: 08/14/2023

  Thank you for your response back, it looks like you have been speaking to our legal department about this matter and are close to an agreement. My suggestion is to continue to work with legal for a resolution.

  Thanks

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

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

• Initial Complaint

  Date:08/07/2023

  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'm complaining due to the past year we've been working without any ac properly working at the site. Several companies have been called to fix the situation and nothing gets fixed. We are working with inside temperatures that each over 80 degrees and we have employees getting sick all the time. They have 3 machines, 2 of those machines pick up the same air we breath and the third throws cold air. Mind you there's over 20 people working inside and the heat is crazy. Just need someone to check the place out. The location is at ***********************. *******, ** *****

  

  Business Response

  Date: 08/08/2023

  Thank you for your email, I have read your complaint and have passed the information to the local branch and regional managers. 

  Thanks 

  Will