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

  
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  IAA

  160 Amaral St Riverside, RI 02915

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  IAA

  366 Vulcan Street Buffalo, NY 14207

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  IAA

  39 Stone Castle Rd Rock Tavern, NY 12575

  
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  IAA

  250 Blackwood Barnsboro Rd Blackwood, NJ 08012

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:08/10/2023

  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

• Initial Complaint

  Date:07/28/2023

  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.

  I had my car towed last week on a Thursday. On Friday I paid to get my car out of impound and set up an apt the following week on a Wednesday to pick up the car (the first appointment they had available) They had already RIPPED my $200 seat covers out of my car!! No care taken to do it what so ever!! Most all my fasteners to connect the seat covers to the car are gone!! They ripped the dice on the rear view mirror right off the rear view! Like it takes literally 2 seconds to remove them from the mirror but no, lets just be rude and unprofessional and rip them off instead, which takes more time to do than doing it correctly! Then they STOLE my LED bar lights and remote out of my car! I had 10 days to retrieve my car before if was to go to auction and my car honestly should have NOT BEEN TOUCH AT ALL UNTIL THAT GRACE ****** WAS UP!!!! This was the ******* South branch! And just to add to how ***** they are they ripped a pic I had of my deceased cousin and I into 3 pieces!! Like for what?!?!? I think yall should really *********** people who have a little more pride and respect Im themselves and your business!!

  

  Business Response

  Date: 08/01/2023

  Thank you for your email, after reading your complaint you do not state if IAA also towed your car to the ******* South branch or if it was a 3rd party towing company. Also, for me to be better able to assist you with this complaint I will need to know the vin or stock number of the vehicle in question. After I receive this from you, I can then reach - out to that branch manager and have them look at the check in video processing.

  Thanks

  Will

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20392119
  
  I am rejecting this response because:

  I do not know who towed it, it was title *** who repoed it!  Not sure why thats even relevant It was iAA who unlocked the door and went in the car. And what are you watching video for? I have proof that my seat covers were ripped out that actual seat covers themselves are the proof. No video needed! But the *** # is 1n4bl24e38c270146.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/04/2023

  Thank you for your response back, I have looked at the pictures of this vehicle when we checked it into the ******* branch, and it doesn't show any signs that there may have been seat covers on this vehicle when we received it. Also, your comment about why it makes a difference on who towed your car is that we receive many vehicles that were towed to us from 3rd party towing companies. It is unfortunate that some of these 3rd party towers do take things out of vehicles they are towing knowing that we would be the one being blamed. Your quickest way to get reimbursed is to file a claim with your insurance company. I will still reach out to that branch for the in-processing video of this vehicle because it will show me how the car looked upon receiving the car and if we took anything it would also be on that tape.

  Thanks

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

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20392119
  
  I am rejecting this response because: I just called IAA myself and ***** from this branch actually confirmed I had pink seat covers in my car! (With out me asking BTW) Its on the computer info check in or whatever! I would like to see a copy of that report and I would also like to see video of my car being gone through and my personal belongings being put in this box! There were in fact seat covers in the car that were taken out by IAA again confirmed by ***** at that branch to take pictures of the seats to check for rips and tears! They were placed in a box (all ripped up) and the box was then taped up and left in my front seat! So either you or ***** one are not being honest and I dont know how she could make up I had pink seat covers as she was going down the item list! Im NOT filing a claim with my insurance to make my rates go up and what would I even file the claim for? ***** just said that would be more of a home owners insurance claim as personal belongings! So how do I need to get a copy of this video and item report? The towing company by the way was ******* and they didnt remove the seat covers and title *** also confirmed yall remove seat covers for pictures the same exact answer ***** just gave me! And once again if I had 10 days to retrieve my car before it would have gone to auction why would my car have even been messed with before then? Im not going to let this be swept under the rug until I get some kind of solution. Obviously Im having a hard enough time in life already that title *** had to repo my car and on top of that **** tore up the seat covers! Just do the right thing and replace them please! Thats all Im asking! Thanks! 

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

  

  Business Response

  Date: 08/21/2023

  Good morning, ****************, we have reached out to the Branch Manager regarding your claim.  Do you happen to have a receipt of the seat covers you can provide? 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20392119
  
  I am rejecting this response because: I do not have a receipt because they were bought on Amazon. I attached the screen shot of the seat covers that are now half price since I purchased them actually. I can send pics of the ones that were ripped out to confirm that these are the same covers if I need to! Thanks! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/27/2023

  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 June 15, 2023, I paid IAAI ******* South branch a total of $2,948.00 for auction awarded of June 14, 2023, stock number ********, vehicle 2015 Kia ***** EX 5. The vehicle was listed as "Hail Damage, Primary" yet this company did not fully disclose secondary and / all damage of this vehicle. I have taken the car for emissions inspection, etc, new tires, new windshield, etc since June 15, 2023. I purchased the car in being aware of "Hail Damage" Only. As of July 26, 2023, I was traveling in ************** when the car would not start after stopping at a red light. I had to have the car towed and learned of other issues of undercarriage that should have been disclosed by IAAI auction, and this was "not" done. I want to be reimbursed for all out of pocket expenses by IAAI including having them purchase the car back. I can have the old tires put back on if IAAI is not willing to pay for the new tires.

  

  Business Response

  Date: 07/28/2023

  Thank you for your email, after reading your complaint I can understand your frustration but as far as vehicle sold at IAA auction and the auction rules, it clearly states that these are salvaged vehicles and are auctioned off and listed by what we are told by the providers that send us these vehicles. Our auction rules clearly state the following: 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 TIME THEREAFTER. IAA IS NOT RESPONSIBLE FOR MISSING PARTS. IT IS BUYERS RESPONSIBILITY TO INSPECT AND CONFIRM THE NOTED PARTS ARE PRESENT PRIOR TO PLACING A BID.
  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 TIME THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

  You can speak to the branch manager about possibly relisting the vehicle but there would be no guarantee that it will be sold or sold and at the same price you purchased it for.

  Thanks 

  ******* (Will) *******

   Supervisor, IAA

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

   

   

• Initial Complaint

  Date:07/25/2023

  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 from IAAI on July 12, 2023 and I Paid $20,063.37 for it and in the pictures that were posted on there website of the auction were parts of the car that were NOT in the car, nor given to me at the time of pickup. I would believe this practice to be FALSE ADVERTISING. I then contacted IAAI to tell them my issue and they said to submit an invoice to *************************** ******************************************** which I did several times with NO RESPONSE on 7/21/2023 and 7/24/2023. The Total for the parts are $264.06 and I would like to be reimbursed for them since they DID NOT PROVIDE me with the parts that were in the pictures on their website at time of auction. They can either give me a check or a credit on future purchases towards and item at there auction. Stock # ******** - Buyer # ******

  

  Business Response

  Date: 07/25/2023

  Thank you for your email,

  I have read your complaint and will be reaching out to the branch manager in hopes that we can get this resolved quickly.

  Thanks

  Will

  Customer Answer

  Date: 07/27/2023

   
  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,
  
  *****************************

  Customer Answer

  Date: 08/25/2023

  Complaint: 20371881
  
  I am rejecting this response because:

  This Claim HAS NO BEEN RESOLVED, please reopen the claim.

  Sincerely,
  
  *************************;    

  

  Business Response

  Date: 09/06/2023

  Dear **********************, 

  Thank you for your patience and for being a value buyer with IAA. 

  Please be advised that your claim related to stock#******** is being reviewed. Once the claim has been reviewed by the appropriate parties, I will be reaching out to your directly via email with the final resolution. 

  We ask for your continued patience and apologize for any inconvenience this may have caused. 

  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: 20371881
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/20/2023

  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 business steals peoples personal possessions, and its employees lie with every breath of their being! My vehicle was towed to their location around 5:30pm on Wednesday, July 12, 2023. For the following two days (Thursday, and Friday), they denied my vehicle was even on their lot! On Monday, July 17, 2023 (after them being conveniently closed on weekends), I was finally allowed access to my vehicle to retrieve my personal belongings, only to find that it had been picked clean of any, and everything of valueincluding my 9mm handgun that was in the center console! When I asked an employee what happened to my belongings, I was told that that was how it arrived to their lotcompletely empty( no insurance information, registration, tag receipts, all of which were most assuredly in the glove compartment). After calling a Sheriffs Deputy to the scene; miraculously, an employee and a supposed supervisor brought me a garbage bag containing all of the vehicles paperwork I had previously mentioned, but still no gun! I have since called this business DAILY, trying to resolve this issue, and get reimbursed for the cost of the gun; yet they continue to operate with plausible deniability, despite the numerous BBB complaints that have been filed against them. How is this possible?

  

  Business Response

  Date: 07/24/2023

  Thank you for your email.

  To be better able to assist you with this complaint I will need to know what branch it was taken to, who was the towing company that brought the vehicle to the branch and lastly the vin number of the vehicle in question. after receiving this information from you I can then reach out and see what happened in this scenario.

  Thanks

  Will

   

• Initial Complaint

  Date:07/20/2023

  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.

  Disabled veteran I drove to retrieve my personal belongings from a car that was stolen by a family member. After driving 18 hours from ******** to ******* ** my belongings were gone which included my military medals and my grandmothers wedding gown passed down from generations. It was a note in the system to not let anyone get items from the trunk of the vehicle the young black male at the counter said that what they normally do is just box everything up and thats it. They gave me items to the individuals that stole my car. They said it not their fault. Not only did they not call and tell me but I drove from ******** to ***** for nothing. Being a disabled veteran this was a hard trip and even worse now knowing my medals and grandmothers wedding gown is gone and she passed away on 6/15/23.

  

  Business Response

  Date: 07/24/2023

  Thank you for your email,

  First let me state 'thank you for your service', and also my condolences on the loss of your grandmother. You stated that the items were given to a family member who came to the branch to pick up items from the car. Since this is so we don't have an obligation to replace and or restore. since we didn't know who stole your car and this person had the correct information is the reason the items were given to that person. I cannot make any promises because it appears the matter was handled correctly but since I am a Vet also (Army), if you send me the vin number, I will reach out to the ******* branch and see what they remember about your vehicle and the person that picked up your items.

  Thanks

  Will

• Initial Complaint

  Date:07/19/2023

  Type:Product 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 name is *************************, buyer ID ******, I bought a car, stock #********. I paid iaa to deliver the car and was delivered with damage that occurred during transportation, according to the driver(photos attached) I reached out the transportation department and they asked for 2 quotes, I sent them and were not accepted , they send me a model of what the quote should look like and I resent two more(attached) and were not accepted either.I am tired of receiving NOs as answers to my refund request. They just need to look at the pictures sent and have a conversation with the delivery driver to confirm that the car was damaged during its way to my location and refund the cost of that part. They dont have to believe me. They need to talk to their own driver. It looks to me that their goal is to demoralize the customers to give up on their claim. I am looking into having a refund of the cost of the damaged part

  

  Business Response

  Date: 07/19/2023

  Thank you for your email.

  Sorry to hear of this issue. I will reach out to that branch manager and see what we can get done to resolve this issue. please allow us a couple of days to communicate with each other.

  Thanks 

  Will

  Customer Answer

  Date: 07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I do not mind to wait. Please let me know when you have a response about the case
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I am writing you in reference case ********- IAA. I received a response in BBB website from the business asking for time to look into the case. I accepted the response ( wait) and now the case is closed. I did not know that I had to wait before submitting an answer. this is the response I sent " Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and I do not mind to wait. Please let me know when you have a response about the case Sincerely, ************************* Is there a way to keep the claim open since I have not received any satisfactory resolution to the case?. I accepted the business response about waiting. Thank you for your help and time.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/24/2023

  Thank you for your response back,

  This is a unit that our transportation department should be handling. I have emailed ************************* for assistance as well. The buyer scheduled a delivery thru the buyer transport not the branch. The damage occurred while in possession of the Transporter. We are working with our carrier to resolve this claim.Unfortunately they have to follow a process that defines what information we need to resolve a claim. The first estimate they provided was handwritten, and we require two computer generated estimates from them. We got these from them and we are working with them to resolve it. 

  Thanks 

  Will

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20343975
  
  I am rejecting this response because: I have not received a response back yet. I will continue waiting.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2023

  thank you for your email,

  The carrier has agreed to the settlement amount for this claim. We are sending them an RSA form this morning (legal form that has to be signed) and then paying them out for $636. 

  thanks 

  Will

  Customer Answer

  Date: 08/03/2023

   
  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,
  
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