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

  9 Moodys Dr Gorham, ME 04038

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  IAA

  160 Amaral St Riverside, RI 02915

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  IAA

  7149 Apple Tree Avenue Bergen, NY 14416

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  IAA

  75 Lowell Rd Salem, NH 03079

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:07/14/2023

  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.

  Purchased a vehicle from IAA ******* that was advertised as a clean title vehicle. The vehicle was delivered in terrible shape and iaa has not provided title documents. The office is not reachable and I have been without a title for over 2 months

  

  Business Response

  Date: 07/17/2023

  Thank you for your email, Per IAAI auction rules pertaining to titling.

   IN ACCORDANCE WITH APPLICABLE STATE LAW, BUYER ACKNOWLEDGES AND AGREES THAT VEHICLES SOLD WITH A CLEAR TITLE MAY HAVE A SALVAGE HISTORY. BUYER FURTHER ACKNOWLEDGES AND AGREES THAT A STATE OR COUNTRY MAY CHANGE A VEHICLES TITLE OR BRAND CLASSIFICATION AFTER IT IS PURCHASED BY BUYER AND THAT IAA ASSUMES NO RESPONSIBILITY FOR THAT CHANGE IN CLASSIFICATION OR ANY CONSEQUENCES FLOWING THEREFROM. FOR EXAMPLE, BUYER MAY PURCHASE A VEHICLE IN ONE STATE UNDER A CLEAR SALE DOCUMENT BUT MAY BE REQUIRED TO SELL THE SAME VEHICLE UNDER A SALVAGE SALE DOCUMENT IN A DIFFERENT STATE. ANOTHER EXAMPLE IS THAT CUSTOMS MAY NOT APPROVE THE EXPORTATION OF A VEHICLE. IT IS THE BUYERS SOLE RESPONSIBILITY TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID TO CONFIRM SALE DOCUMENT, STATE REGISTRATION, OR EXPORT REQUIREMENTS.

  Thanks 

  Will

• Initial Complaint

  Date:07/12/2023

  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.

  After waiting for almost a month to get my truck back it was either not my truck or had several OEM parts removed and replaced with junkyard parts. My vins look as if they were removed. If it is my truck, there are several missing OEM parts off it. My lens covers EGR system is missing. They ripped my brand new seat covers off it inside and threw them in the bed of the truck why that was necessary I dont understand. I just paid over $150 for the back and front seat covers I never authorized any repairs to be done, but like I said, if this is my truck, there is a lot of missing parts, but this truck looks as if it mightve been in a flood. My truck didnt have rust like this one. I try to ask for my parts back for my truck back and coincidentally, they dont have any pictures of the interior in the file for my vehicle I want my lens covers. I want my real truck back that was maintained and clean not this piece of c*** that has my Vins attached to by the iaa chop shop and if it is in fact, my truck, then why were my veins altered and how many of those trucks did you sell at your dealer only auctions this year when my truck was there I bet my truck probably went to your dealer only auctions because thats why you guys dont show the public what youre selling because its the publics vehicles youre selling in the dealer only auctions most likely. why are you so secretive? Whats the big secret? Why cant people see what youre selling probably because youre running a chop shop right, or how can you explain whats going on here. when am I gonna be compensated? For my seat covers I just bought. I either want my real truck back or I want the parts you stole off of it. You would think that the international business wouldnt have to steal from poor people who work for a living. When I called and asked for my truck or my parts back, I was told to talk to my insurance company. What is the insurance company got to do with what you guys did with my vehicle why it was there? Or is this a joint operation between progressive and iaa?

  

  Business Response

  Date: 07/13/2023

  Thank you for your email, After reading your complaint I do have to mention that we are a legal legitimate business. We and the insurance company are not creating fraud towards anyone. Once the insurance company's give us vehicles those vehicles are processed to be auctioned off unless we are told beforehand not to. This is a case that I will need to speak to that branch manager about your truck. To be better able to assistance you I will need to know what branch it was taken to and also the vin number of the truck.

  Thanks

  Will

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20312980
  
  I am rejecting this response because:

  while assessing vehicles it is not acceptable to alter or remove the vin or take parts off of them and replace them with non oem or junkyard parts. My truck was never going to be sold if totaled and I made that clear after the assessment was done. This may work for people who dont take care of their vehicles themselves but those of us who cant afford it. My vin is ***************** it was at IAA ******* please find out where my real truck went or where my oem parts went I dont think its a part issue I think my truck was switched might have my doors on it but thats all i can say is for sure from my truck.  Let me know what you figure out because this one looks like it was in a flood and is not close to the condition mine was in. I am very upset my mother paid ***** dollars cash for this truck a few years ago it was in excellent shape this truck is not I wanted my truck back not this one that looks as if someone had it under a tree for years. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/20/2023

  Thank you for responding back.

  I will reach-out to the branch manager and see what happened in this incident. please allow a couple of days for us to communicate with each other to hopefully come to a resolution.

  Thanks

  Will

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20312980
  
  I am rejecting this response because:
  It asks me to wait a few days for a response from him so Ill be waiting for the next response and appreciate them getting back to me. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/08/2023

  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.

  Busco un permiso para perder sakar carros

  

  Business Response

  Date: 07/10/2023

  Thanks for the email, after translation your comment I am not fully sure what you are looking to do. You want a permit to take out cars? Are you trying to register to become a buyer? If you can be more clear on how I can assist you I will be more then happy to. Please send me your buyer number if you have one or a contact number to reach you.

  Thanks Will

   

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident on May 5, 2023. While at the accident site, I attempted to collect as many of my items out of my car as possible before it was taken to the wreckage company. I was not able to collect my black tote bag that was stuck underneath my back seat and my driver seat, due to my back seat being folded down. A few days after the accident, my car was transferred from the wreckage company to IAA. It was my understanding that nothing had been moved from my car at that time. I attempted to go to IAA to collect the items that were left in my car, and more specifically looking for my black tote by that was the thing I wanted more than the other items left in my car. When I got there and check the car, the car had been cleaned and packed up. All the items that were in my car were packed in a big bag that had been in the back of my car. Upon searching that bag, I noticed my black tote was missing from the items that were packed. After noticing that was missing, I went to the wreckage company to see if they had removed the bag and they told me that they were not able to take anything out of the car. Thats when I called IAA to inquire about the missing item. Ive been in communication with IAA about my missing items and they keep telling me to file a complaint with my insurance company about my items, but I shouldnt have to pay money out of pocket to file a claim for something that went missing in the care of this company. I need to know what my options are about fixing this problem. I should not have to worry about my items being stolen from my car in while in the custody of any company. In the event that something is stolen or misplaced, said company should be willing to do everything they can to help fix the problem.

  

  Business Response

  Date: 07/07/2023

  Thank you for your email. Sorry to hear of your accident but am hoping you and anyone else is ok. This issue is a common problem when vehicle are being towed by one company and received by another. items always seem to come up missing, truthfully or not. The first problem is there will be no way to see if the towing company removed your items before dropping it off at IAA. If you can send me your vehicle vin number and the IAA branch it was received at, I will contact the branch manager and ask to have the inbound video reviewed. If by chance you no longer have that information, or the tapes show no malice, then the other choice would be to file an insurance claim. This is the normal procedure because if it wasn't one of our transporters, there is no way for us to say what truly happened to your items.

  thanks

  Will

• Initial Complaint

  Date:07/03/2023

  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 purchased a car from iaa they claim the car is in running and driving condition. My driver went to pick up the vehicle and they stole the battery. All speakers. Amps. And the air shocks including compressor. Tank. And control board. Those parts alone are over 7000$ And the car was inoperable and the frame was on the ground. They proceeded to load with a forklift after I called and said this car was misrepresented and I did not want. They then said they will call cops. It costed me an additional 1200$ to hire someone with a forklift to bring to my house. The sticker on the car says not running or driving. They clearly knew the condition because the car was inoperable and immobile and no where near the condition advertised. I told them and showed pictures and they do not care. This was a scam. Misrepresented car so I spent 10000$ to get a **** car with a ton of stolen parts that does not work at all

  

  Business Response

  Date: 07/05/2023

  Thank you for your email, After reading your complaint I am hoping that you have read and fully understood the IAA action rules as it pertains to "run & drive". " At all times, the Disclaimers, Representations, and Warranties in the Auction Rules control, and the IAA Vehicle Score does not represent or guarantee that the Vehicle can be repaired, that its engine starts or that it qualifies as a ***************, or that it has limited damage or all panels intact. now for me to best be able to take a close look at this case I will need the following from you. please send me the name of the branch, the stock or vin number of the vehicle in question. After I have received this information I can then reach out to that branch manager and see what happened in this matter.
  Thanks
  Will

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20270572
   Location

  
  

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

  
  

  Selling Branch

  
  

  *******, **

  
  

  STOCK# ********

  Vin *****************
  

   

  Please call me to get details 

  ************ 

  The information on the car says does not run and drive. But was misrepresented as a car in good condition. 

  From what you are saying is we don't take any accountability for anything u say or do. So you can have a pile of metal and sell it as a Mazarati that runs and drives.even With everything taken out of it.

  I informed ******* before my driver left the lot that this was a bate and switch and I did not want something that was misrepresented. She said she was calling cops and would *** me. She loaded it with a forklift and forced him to leave. This is obviously a scam. I will take this as far as I need to get compensation. I have messages and recorded phone calls to prove my point. There are cameras at the location you can see for yourself. Please be understanding and help me with this I paid ***** for a useless vehicle that doesn't move and will take another *****$ to replace stolen parts and labor for stolen parts plus I paid 2 trucking companies a total of 1700$ because I had to get a forklift 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/12/2023

  Thank you for your response back. 

  Per IAA auction rules pertaining to run & drive:  ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION ***************) 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. Also, 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. 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.

  These are salvaged vehicles being sold and the auction rules fully explain what a buyer may be purchasing. Buyer has the right to preview the vehicle at the branches it is located and or run a car-fax report to get a better idea of the vehicle's history.

  Thanks

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

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

   

  Customer Answer

  Date: 07/26/2023

  Complaint: 20270572
  
  I am rejecting this response because: 

  In response to the business the location I am talking about is the Phoenix location the manager who was extremely rude and threatened to call cops and *** me was ***************** 
  *******. ******************** *******, ** 85041.

  The car was completely misrepresented in every way possible and when my driver was still at the location I talked to her and told her the car was in no way running or driving. She then threatened my transporter and forced him to leave. In fact the frame of the car was completely on the ground and all of the electronics were stolen and all electrical wires were cut. 12000$ (labor not included) in pumps and compressors for the air suspension, the battery was even stolen as well as the speakers and amps. 

  The paperwork I have clearly says the car is NOT in running condition but they sold it as it was in running and driving condition. They need to take responsibility for what they are selling. I paid $10000 for the car and had to pay$ **** on top of the transportation to get it because I had to rent a very large forklift to even get it off the transportation vehicle. 

  I'm a single father struggling to make ends meet and to have a company like this lie and steal all of my money and leave me with the shell of a car that is imoble and inoperable is criminal and should not be allowed. 

  I reject the business response.

  Robby 

  ************ 

• Initial Complaint

  Date:06/29/2023

  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.

  Had a vehicle towed to IAA location on *********** in *****, **. Upon having vehicle towed back to home (after on their premises approximately 1-Mo.) I inspected vehicle to find none of my property was in vehicle and there was a lot of damage done to inside of vehicle. Company employees were VERY NASTY and Rude, ONE admitted she was rude and didnt care. They lied about nearly every thins dealing with my damages and blamed the tow truck drivers. Denied having/making a key to vehicle but their key was in ignition zip tied to steering wheel. I reached out to five or six people at numbers transferred to by a corporate office employee who said theres no corporate manager. To no avail ****************, the new area manager as well as all other people I spoke with at this company gave me the run around for two weeks now with promises of return phone calls that never happened. This is a terrible company to deal with according to even the title **** company using them in my case. Nothing but bad reports of mean and nasty employees and others stories of things stolen from their vehicles while on IAA Premises. Upon getting my property back my vehicle was damaged in areas I didnt even know were a part of my vehicles make up. This company should be shut down and the owners and employees should be sued by everyone who has suffered a loss or property damage due to the negligence and lies of the staff here. So many complaints reference the same issue with people who have no connection to one another is proof enough that there is too much folly going in at this business. Cameras should be accessible to police at all times for review in cases with this company for as long as it is still in operation. Shut this company down, all of the nasty attitudes of the employees should be noted on record everywhere they work. I want my property repaired because it definitely was damaged while in the custody/none are of IAA Auction on *********** in *****, *******.

  

  Business Response

  Date: 07/05/2023

  Thanks for your email. I have read your complaint and am saddened by what you must be going through. I have located whom the branch manager is at that location and will reach out to him and see what we can get resolved if possible. please allow me a couple of days to hear back from that office and then I will reach back out to you.

  Thanks

  Will

• Initial Complaint

  Date:06/27/2023

  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.

  On 5/2/23 I purchased a 'Run and Drive' vehicle from Dudalk MD IAA. Upon receipt of this vehicle I immediately noticed that there was significant damage to the vehicle not shown in auction photos. The vehicle was in a state that rendered it completely unable to engage in gear, ruling out any possibility of 'running'. Photos did not include the main components damaged. The vehicle's front wheel was barely attached to the vehicle. The branch manager did not care to engage in any meaningful dialogue about my issue, and insisted that my hauler did the damage. My hauler took extensive photos before he left ****************, so this COULD NOT have been the case. The branch manager, finally acknowledged that this was listed inaccurately, but refuses to provide any compensation. I netted a $3000 loss on this vehicle due to the lack of accountability at the IAA. I am seeking a $3000 refund. I resold the vehicle through a different IAA branch in which this vehicle was listed as 'starts' NOT 'run and drive' . My company does not deserve to lose money due to this organizations lack of commitment to their customers. Photos/video can be seen here: *******************************************

  

  Business Response

  Date: 06/28/2023

  Thank you for your email. To be better able to assist you with this complaint I will need the vin or stock number of the vehicle and then I can reach out to that branch manager and try to get this resolved.

  Thanks 

  Will

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20244993
  
  I am rejecting this response because:

  STOCK# 36158638 / buyer ******, as requested. I wouldn't bother with ****. He is not interested in accepting any responsibility for his branch's blatant misrepresentation of this vehicle to further his profits.

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

  

  Business Response

  Date: 07/05/2023

  Thank you for your response back. i will speak to the branch and area manager about this complaint and see what resolve we can come up with. I will reach back out to you as soon as I hear from them.

  thanks 

  Will

• Initial Complaint

  Date:06/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle from this iaai location. Vehicle was sold to me with a fraudulent title, I didn't know at the time that the title was invalid until I tried transferring the title to my customer at dmv. They told me the title had been duplicated and has a lean. It's been since January that iaai have been working on the title and today (6/24/23)they emailed me a buy back for the same amount that I paid for the car. Mind you I replaced the motor and other stuff to get the car going again to be sold also transporting the car from there. I should be reimbursed for all of this since I was sold a car with a invalid title, especially if I had to pay over $600 in fees just to purchase it from them with a $750 bid. I also had to refund my customer the money for the vehicle.

  

  Business Response

  Date: 06/26/2023

  Thank you for your email,

  we are sorry to hear that there is an issue with your title. for me to be able to better assist you with this matter, I will need you to send me the vehicle stock number / vin number and the branch it was purchased from. After I receive this information from you I can then reach out to that branch manager and see what can be done.

  thanks

  Will

• Initial Complaint

  Date:06/22/2023

  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 and paid for a vehicle from IAAI in **************** ****. I also paid them for a transport to deliver the vehicle, after two weeks they were unable to provide the service and I requested a refund. I was told that I would not receive my reimbursement until the vehicle was picked up by me, and that I would have to pay storage charges. The ball was dropped by IAAI in not delivering on the arrangement to deliver my vehicle and yet they want to penalize me a good customer for their mistake or inability to provide a service. To this day I still have not received reimbursement for which should have occurred immediately when they were not able to fulfill their part. I have spent more than 5,6 hours on the phone, not to mention additional expenses to go to **** and spend a 16 hour day away from my business and family.

  

  Business Response

  Date: 06/23/2023

  Morning team, If you all have a chance today, please join me in wishing ****** a HAPPY BIRTHDAY....

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A guy ran a red light at 9pm at night on May 22. My car was towed to a police towing place, that night. The next day I go and try to get my personal items at around 1:30 in the afternoon, the company tells me I can't take anything attached to the car "car seats, covers, lisence plate cover ect." I then leave and an hour and a half later IAA Phoenix picks up my car because I signed for statefarm to let it go onto that towing place. 8 days later IAA tells me I can go pick up my personal items from my car because the investigation is done. I go to get my personal items and notice nothing is in my car, I them look in the trunk and the only thing in the clear bag was my floor mats. At this point I'm frustrated and I call my agent asking what's going on, they told me nobody from the company came onto the property. The security guard who was outside at the time told me that it was my agent that brought out somebody or the other towing company took the stuff, I then drive to the other towing company and they print out a form showing the time I was there snd when IAA picked it up and all the camera stuff. I then call IAA and ask them what's going on a younger girl picked up and said it's part of their procedure to detail cars and put personal items in a clear bag in the trunk, i explained the situationand she said to file a claim. I then asked to get a hold of the branch manager ****. It takes her a week or more to even answer my calls or email me back. Then ******* gets incontact with me and says "it's under investigation". Then I get an email saying that from the pictures they can just give me $250 even though my stuff cost $450 added up. I asked to see pictures that they have off my car and since then no response. My items were stolen and no one is being held accountable, I've received no money. Please I need your help.

  

  Business Response

  Date: 06/26/2023

  Thank you for your email,

  I have read your complaint and am sorry to hear what you have been going through. For me to be better able to assist you I will need you to send me the vehicle stock or vin number and the name of the branch it was sent to. After I have received this information from you I can then reach out to that branch manager and ask them to view the tapes of when your vehicle was checked in.

  Thanks 

  Will

  Customer Answer

  Date: 07/03/2023

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