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

• 

  IAA

  304 Colchester Rd Essex Junction, VT 05452

• 

  Insurance Auto Auction

  1210 Kings Rd Schenectady, NY 12303

• 

  IAA, Inc.

  47 Newberry Rd East Windsor, CT 06088

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:06/19/2023

  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.

  I purchased 2020 ****** 370z VIN: ***************** from Insurance Auto Auctions on 04-29-2023.At the time of purchase the vehicle only had damage to the rear of the car. The vehicle was picked up from IAA yard and exported out of the country. Taking delivery overseas and having already paid for the car I noticed that the front bumper was missing. I contacted the sale yard and explained the situation. IAA representatives admitted that the (front end) parts went missing while the vehicle was in their possession. I provided IAA with receipts for ordering replacement parts. Estimated cost of replacement parts is $4,296.38 IAA representatives reached out to me and offered $850.00 refund which I declined. I made more attempts to try and work out a resolution but was I not successful.

  

  Business Response

  Date: 06/20/2023

  Thank you for your email,

  After reading your complaint and then looking at what was posted about this vehicle it does state that it has front end damage:

  2020 ****** 370Z COUPE
  Cancel Save
  Type Automobile
  Series NISMO
  Exterior Color White
  Car Starts ***************, Starts
  Body Style Coupe
  Origin Insurance
  Keys Present
  Sub Type
  ** Payment Type
  Primary Damage Front & Rear
  Secondary Damage
  Loss Type Collision

  Because this was stated ahead of the purchase it was great fellowship that the branch did offer you a partial refund. I will reach out to the branch manager and see what they have to say to me about this issue. Please allow us a couple of days to communicate with each other and hopefully come to some type of resolve.

  Thanks 

  Will

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20206467
  
  I am rejecting this response because: We were aware that there was damage to the rear and front of the vehicle. Original pictures from the auction reflected minimal damages to the front of the vehicle. However, the problem is that the front end parts were stolen from the vehicle. To be more specific, the front bumper assembly is completely missing. I will attach pictures of the vehicle showing the car at the time of sale with front bumper on the car and the pictures of the vehicle after it was sold to us with the bumper missing(stolen).The bumper assembly is a very expensive part.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/23/2023

  Thank you for your response back, I did send an email to the branch manager I thought was involved in this case, but he redirected me to someone else that knows more about this issue. I am waiting a response from her and will then reach back out to you with the results.

  Thanks for your patience.

  Will

   

  Customer Answer

  Date: 06/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/13/2023

  Type:Delivery 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.

  I bought a **** Fusion SE 2016 Stock Number ******** last month and upon collection of the vehicle, the staff indicated that the wrong title from different vechicle was on file. They said that they need to talk to the title centre and will ***** the correct title to me. I have received nothing to date. I phone the branch twice, the response, they have not received the title. I also emailed ********************************************* no response. Support document from iaai branch uploaded.

  

  Business Response

  Date: 06/14/2023

  Thank you for your email, we apologize for any inconvenience this issue may be causing at the moment. I will reach out to that branch manager for a follow-up on your title and see if it can be expedited.
  Thank you
  Will

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/09/2023

  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.

  May 2, 2023 I sold a truck to IAA. I was told that the buyer was actually in another state so I had to wait for them to contact them. I left the truck and the pink slip at the ******, ** IAA office and waited till the next Monday. I then recieved my check on that Monday. The check was for $2,400. Today is June 9, 2023 and I've tried calling the check at the bank it was issued from to which I was told the account didn't exist. I called IAA and was told I couldn't call it there, it had to go through my back account, which I don't have. I've tried check cashing places all over and there isn't any where that will call it because it doesn't scan, or it's to much money or it looks suspicious, or it's not from ********** even through I did them my truck in **********. They offer no resolution to this problem. Not only do they now have the truck and title but I don't have my money.

  

  Business Response

  Date: 06/20/2023

  Thank you for your email,

  It sounds as though everything went smoothly with the transaction except for you being able to cash the check that was sent. Yes, most buyer do have a checking account that will hold and then cash the check for them. In your scenario you stated you didn't have a checking account. Is it possible you could use that check to open an account, the check could be considered the deposit and once it clears you now have your money and a bank account or close the account after your money clears. I hope this idea works for you if not please send me the branch and the vin number of the car and I will investigate if there is anything else we can do to assist you.

  Thanks 

  Will

• Initial Complaint

  Date:06/08/2023

  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.

  Got into a car accident October 2022 and as of June 2023 still have not been paid for USAA deeming my car a total loss in a no-fault accident. Have had them send paperwork to the wrong email address, zero follow through, even after speaking with CARMAX who has verbally verified and faxed there is no lien on the totaled car. One rep said they received the fax and then mysteriously no other rep can find a fax. They couldve fixed my car in the almost year it has taken them to pay me for it. The worst experience of my life

  

  Business Response

  Date: 06/08/2023

  Thank you for your email,

  It appears to me from what was just written that your concerns should be directed toward USAA. If your vehicle was sent to an IAA branch, please send me the vin number or stock number of your vehicle. Also if you can add the branch that the vehicle may have been sent to. My first suggestion is to speak to USAA and see what they had done with the vehicle.

  Thanks

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

• Initial Complaint

  Date:06/08/2023

  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 am writing to express my deep concern and disappointment regarding the recent suspension of my IAAI account. I believe this suspension is unwarranted and unjust, and I kindly request your immediate attention to rectify this situation.I would like to provide the following details to assist in resolving [Buyer Number-415435]On Thursday 05/25/2023, I received notification that my IAAI account had been suspended. However, the notification did not provide a clear explanation for the suspension, leaving me confused and concerned about the status of my account. I have been a loyal customer of *********************** for ************ and have always complied with the terms and conditions of use.To the best of my knowledge, I have not engaged in any activities that would warrant the suspension of my account. I have consistently adhered to IAAI's guidelines and policies and have utilized the platform responsibly. Prior to the suspension, I have not received any warnings or notices indicating any violations or concerns with my account.I have made several attempts to seek clarification and resolution regarding the account suspension. I have reached out to the IAAI customer service department via phone call to express my concerns and request an explanation. Unfortunately, I have not received any satisfactory response or resolution to date.The suspension of my IAAI account has had a significant impact on my ability to access the platform's services, thereby causing inconvenience and financial losses. As a customer, I rely on *********************** to facilitate my automotive needs, and the suspension has disrupted my ability to participate in auctions, manage my account, and avail myself of the services I previously enjoyed.I expect a prompt response to this complaint,Resolving this matter expeditiously will not only reinstate my trust in IAAI but also demonstrate a commitment to customer satisfaction.

  

  Business Response

  Date: 06/08/2023

  Thank you for your email, when reviewing your account, it appears that you sent multiple documents to cservice that are not acceptable. We needed the most recent tax receipt. The documents that you sent cannot be used and "Unfortunately, due to regulations and policies that IAA follows, we had to regretfully cancel your membership with IAA.

  thanks

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

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

• Initial Complaint

  Date:06/07/2023

  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.

  My vehicle was towed by ******** and delivered to IAA South on 5/20/2023. The vehicle, a 2011 Infiniti 37 Journey was processed officially into their system on 5/22/2023. On 5/30/2023, I went to IAA to pickup my vehicle and to my surprise there was considerable damage done to my vehicle. The front bumper, the grill and the fog lights were all gone and nowhere to be found. Upon further inspection of the vehicle, the front tires looked bent at the axel, the front quarter panel on the passenger side of the vehicle was pulled away from the frame, there was a white streak on the rear driver's side door with a dent (I have a photo of a white vehicle on the lot parked next to my vehicle, which appears my vehicle was thrown into). When I opened the inside of the vehicle, there were three perfectly sliced cuts into the driver side seat and all of my belongings were not in the vehicle.The condition my vehicle left my possession was nowhere near the condition the vehicle was returned to me after being in the custody, care and control of IAA. Understandably, I was livid and went inside to find out what happened to my vehicle, where were my belongings, why was I not called and informed about the damage, as well as why did my car look like it was in the process of being scraped for parts. I was told to fill out a claim form, which did not give me enough room to detail anything that was visibly wrong with my vehicle. After leaving the office, I called for a tow truck because the vehicle was not safe to drive, all they left were the headlights, radiator, the hanging plugs for the fog lights and the water tank which was inches from scraping the ground. I noticed how reckless and negligent their employees were with vehicles on the lot. They had perfectly good body vehicles on a forklift and throwing cars around, which is not safe and does not protect the integrity of vehicle whose owners are coming to get their vehicles back. My vehicle looks like it was in a major accident.

  

  Business Response

  Date: 06/08/2023

  Thank you for your email

  It saddens me to hear that all of this happened to your vehicle. For me to better understand what and where these things happened to your vehicle, I will need the Vin number or stock number of the vehicle and also the branch that it was sent to. After I receive this information from you, I will then be able to reach out to that branch manager and have them view the tape of your vehicle arriving and being inspected.

  Thanks

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

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20159000
  
  I am rejecting this response because: This is what they did to my vehicle. It was scrapped for parts and is inoperable. There is no WAY I was riding around in a vehicle like this with full coverage on it. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/20/2023

  VIN#:*****************

  

  Business Response

  Date: 06/21/2023

  
  
  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, ******* / ******* Escalation Team
  
  **********************************************************************
  O ************ | *******************************************

• Initial Complaint

  Date:05/29/2023

  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.

  IAA committed Fraudulent Concealment of Material Facts. On 04/26/2023, based on the advertised photos, description and what was disclosed on their website, a car appeared to be in decent condition with minimal frontal damage. I bid on and won this car, stock number #******** for $14,000.Unfortunately however, later that same evening It was discovered through a 3rd party website that IAA had been involved in the sale of the same vehicle just a few months prior on 01/30/2023 identified as Stock #********.Stock #******** showed that the vehicle was involved in a major accident with posible frame/engine damage and was also labeled as a Biohazard by the insurance company. IAA relisted the same car as stock #********. Per photo evidence, It's very obvious the real damage and history was deliberately hidden from public view. Therefore IAA is guilty of concealment.I immediately contacted the North Hollywood Branch Manager *************************** per instructions on their website before the car left his lot. ***************** became very defensive, unpleasant, rude and unprofessional. ******************, incorrectly stated that because the blood stained airbags from the previous accident was cut out, there was no longer any Biohazard to be concerned about. He also went on outside of his profession to advise that biohazards only pose a threat for a couple hrs after initial contamination. ****************** gave me 3 options. 1 Pay for the vehicle and pick it up plus any late fees. 2 Pay for the vehicle and let IAA re-sell it to another unsuspecting buyer. or 3 Renege the sale and pay the 15% $2,100 penalty. I directly asked ***************** given a misrepresentation case like this don't you feel that doing the right thing is beneficial to your business?. ****************** replied with, and I quote "If we did the RIGHT THING we wouldn't have a business" (sounds about right!) Despite IAA's fault, I was unfairly charged $2,100 cancelation penalty and they haven't returned my remaining funds that were wired.

  

  Business Response

  Date: 05/30/2023

  Thank you for your email,

  After looking up the information you submitted in this complaint, it appears that the vehicle stock number ******** was first sold on 1/30/23 and was listed with the following damages, front end damage, biohazard all stemming from a collision. That buyer worked on some areas of the car and placed it back with ** for a resale. the vehicle was reassigned back to us on 4/21/23 and was sold on 5/17/23. So as you can see here there has been almost 4 plus months from the original sale. The biohazard was corrected and the frontend damage was worked on and relisted as only now needing front end damage as listed. therefore IAA is not guilty of concealment. Also, per IAAi auction rules, ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.  IT IS THE SOLE RESPONSIBILITY OF BUYER TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. BUYER EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA. THIS INFORMATION INCLUDES, BUT IS NOT LIMITED TO, THE ***** MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, ODOMETER DISCLOSURE, TITLE, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. 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.

  Thanks

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

  Supervisor, IAA

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20117475
  
  I am rejecting this response because: As you are aware and I'm sure you have been accused of before, A concealment can occur through either purposeful misrepresentation or withholding of material facts. Where the information could not have been known by the other party and it is known to be material by the concealing party, the concealment can give grounds for nullifying the contract. You are guilty of both. A material fact is a fact that a reasonable person would recognize as relevant to a decision to be made, as distinguished from an insignificant, trivial, or unimportant detail. In other words, it is a fact, the suppression of which would reasonably result in a different decision. As you have confirmed in your response, you knew about the major prior damage and you chose not disclose this information on your listing and strategically made your listing appear as it had minimal damage when you knew that the damage was much more than it was actually advertised on your website. Had I of known the true facts about its condition and history I would not have bid on this vehicle. Therefor concealment is evident and our contract is null and void. The easiest way you can come to a reasonable resolution to sole this is to do what is right and refund the $2,100 fee that I was unjustly charged.
  

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

  

  Business Response

  Date: 06/12/2023

  Thank you for your email,

  Per the Iaai auction rule that you read before becoming a bidder state the following: 

  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. Now, I did also speak to the branch manager and she stated the following:

   Not sure what I can add to this since we sold the vehicle on behalf of Wawanesa to Royal Auto Mall in *********. This buyer obviously fixed it and consigned in North Hollywood.
  The consignor should have disclosed prior damage on the consignment form to the North Hollywood branch, if necessary, provide receipts for repairs completed.
  Thank you,
  *********************
  Branch Manager *********

  If you have any repair receipts I will see what the North Hollywood manager is willing to do if anything,

  Thanks 

  Will

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20117475
  
  I am rejecting this response because: Hello Will,
  I'm well aware of IAAI's auction rules that you continue to post in capital letters and stand behind, however these rules do not shield IAAI and its employees from consumer laws and negligent acts that lead to this concealment case. I would just like to remind you that concealment is considered fraud under contract law and our contract that I agreed to before bidding on your website is voidable. You have already admitted, and confirmed by the IAAI's *********'s Branch Manager, *************************, your company IAAI sold the same vehicle on IAAI's website just a couple months prior to my winning bid with undisclosed significant issues as was advertised including a "biohazard". Your confession of these facts is evident enough that your company and its employees had documented knowledge. The new information from ****************** stated regarding the cosigner should have disclosed prior damage (that IAAI the same company already has records of) only strengthens my case that I was not at fault to cancel the sale after I became aware of the concealment and should not be charged a $2,100 penalty for cancelling. I'm requesting that you send my refund demand to upper management and not the North Hollywood Branch Manager as he is the main culprit in this case and is not willing to work with me as our history has proven.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/27/2023

  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.

  Upon picking up my vehicle as it was impounded from TitleMax as driving away from your lot everything in my truck stopped working the radio ********** windows what did you do to my truck I am going to have to go take it to a **** dealership as I took it to a shop and they think that my ECM was replaced by the wrong year model and mine is missing I don't know this for sure yet because it needs to go to a **** dealership to get checked out but I want to know how Parts become missing from a vehicle that is not yours and i expect you to fix what ever they did to my truck wile it was with you in your yard

  

  Business Response

  Date: 05/30/2023

  Thank you for your email. To be better able to assist you I will need to know the stock number or vin number of the truck. Also, if you can provide the branch it was taken to. How and who also towed your truck to the IAA branch. Once I get these questions answered I can better investigate the matter. 

  Thanks

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

   Supervisor, IAA

• Initial Complaint

  Date:05/20/2023

  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.

  I registered for a IAA account and purchased the $200 Membership. I was able to bid for 2 hours. After the 2 hours had passed, I received an email saying I can no longer bid. I reached out to customer support and I was told that they dont want to do business with me and the agent has to hang up the call, no explanation was received. The agent also stated that if I need my membership refund I need to charge back from PayPal because they wont give my money back. Buyer *********.

  

  Business Response

  Date: 05/22/2023

  Thank you for your email, Per Iaai auction rules on becoming a registered buyer, unfortunately, due to regulations and policies that IAA follows, we have to regretfully decline your interest in becoming a buyer with our company. If you would like a refund for your registration fee, please dispute the charge with your bank or credit card." 

  Thank you for wanting to join IAAI.

  Will

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20084340
  
  I am rejecting this response because:
  
  1. Any Legitimate Business would carefully explain the issue and try to work with the customer in order to come to a final resolution.

  2. **************** is poor, Long wait in queue and the agents are rude and hang up the call and wont answer any questions when asked. Agents wont even let you speak to the Manager.

  3. Please Dispute the charge from your bank or PayPal you are willingly telling me that I wont be receiving a refund from IAA, even if I cannot use your services. Unprofessional Practice. Wasting resources on PayPals End. 

  4. I have lost all respect for IAA. I hope new customers wont fall for your traps. Your competitor Copart is quick and is an actual legitimate business that listens to customers when a problem arises.
  

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

  

  Business Response

  Date: 05/24/2023

  Thank you for a response,

  Per Iaai auction rules on becoming a registered buyer, unfortunately, due to regulations and policies that IAA follows, we have to regretfully decline your interest in becoming a buyer with our company. If you would like a refund for your registration fee, please dispute the charge with your bank or credit card." 
  Thank you for wanting to join IAAI.
  Will

   

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20084340
  
  I am rejecting this response because:

  Your business procedures and policies are shady. This is just giving you guys more embarrassment. Please refund my payment, you are wasting resources from PayPal's end for something that you guys are in the wrong for. In fact I don't even want my money back, I just want to be able to participate in auctions. If you guys are simplying terminating accounts without reason, there are probably hundreds of people that have been terminated for no reason because the staff member or manager decided that he did not want to do his work that day, they simply just say terminate the account, no one looks into it, no one can dispute it, who cares right? your customer service just hangs up the phone when you are trying to escalate the case, no controls in place, poor customer service. The tickets that I have placed with IAAI are also ignored, no response is given at all. 

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

• Initial Complaint

  Date:05/18/2023

  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.

  COUNCIL ****** purchased a vehicle from ********** ** ************** **************** ***** stock# ******** buyer# ****** This vehicle was purchased for my mother who is a 71 years old!!it was said to run and drive and was only damage in the front of the vehicle When I got vehicle it did not move.. and after further inspection the undercarriage was completely ripped apart!! When I called and ask about these issues I was fed stories and rules that does not have anything to do with misrepresentation of a vehicle. my intelligence was insulted, as well making derogatory comments to me! as well as a manager named ******************* up on me while I was on the phone still trying to get an understanding, she explained how vehicles arent purchased from IAA, rather IAA is just a representative of the insurance companies- and even if vehicles arent described correctly IAA has nothing to do with that its between the buyer and insurance company... I called back in rage and asked to speak to her again - she refused to speak to me!! Then I asked what would happen if I came and f@cked up the person on the phone and ***** after insulting my intelligence, hanging up on me and not understanding my issue!!They then called me back to tell me I am banned from that Iaa and a police report was reported on my threat, they reacted quick to a supposed threat.. but did not want to help me, and shunned me off when I had an issue!! This bothers me As a buyer this isnt fair that we have to get the short end of the stick buying cars represented a certain way by your auction .. then when we get it, it isnt what we thought we were buying The damaged undercarriage and engine issues were not described nor were any Pictures showed of it!!So now I had to pay shipping and vehicle storage for a vehicle I was misled into buying THEN ALSO FOUND THE ENGINE IS LOCKED DUE TO THE OIL, FUEL LINE AND UNDERCARRIAGE ISSUE

  

  Business Response

  Date: 05/19/2023

  Thank you for your email, we are saddened to hear of experience at that branch and the vehicle in question. as far as IAAI auction rules apply to this matter is:  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. Buyer have to always remember that these are salvaged vehicles, and we receive them from insurance companies as is. We do not know the vehicles history or issue, we list them as told to **. You do have the option to relist the car for auction but there are no guarantees that you will get the same as purchased, could be more or could be less. As far as the threat that you made, once any threats are made on our locations and or personal, all communication stops with that buyer, police are notified and the buyer is also banned because of the threat. Your account and behavior in this matter will be in review for possible reinstatement.

  Thanks

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

   

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20075110
  
  I am rejecting this response because:

  In regards to the vehicle Ive seen many vehicles listed with undercarriage damage and other damage listed - when I received this car the engine was completely locked due to the undercarriage damage that was not mentioned in description or shown on pictures! if you look on your website there are many vehicles that state undercarriage damage.  As a buyer with Iaa for years.  I have never caused problems just sought resolutions, over the years Ive had problems with vehicles where the manager has assisted me and understood my concerns - refunded or compensated me due to being misinformed or delayed by your company, for whatever reason this time your employees decided to insult my intelligence, speak to me abruptly, not answering my questions and decided to hang ** in my face.  They decided  to tell me that they will no longer speak to me, my reply was not a threat but more like a question I said what would happen if I did something because they refused to speak and help me.

  These things would anger or frustrate anyone!

  I also called back immediately to apologize, and express my deep forgiveness for what I said and how I acted! I explained a dear loved one to me (my aunt) passed away and I was having a hard time, and really bought the vehicle for my mother (her sister) 

  I have no history with violence nor threats and I have been buying for years and years!! I have had disagreements but never have I been shunned nor belittled by employees - and I allowed it to get the best of me - which I am deeply sorry for

  To Buy a vehicle that is listed with only one kind of damage and to get it with other damage that caused the engine to lock up its not fair to the buyer
  

  I have always paid IAA on time and even encouraged other buyers to buy from your company.

  So to not help me or to ban me due to employees being inconsiderate and disrespectful to me is not fair!

  What reprimand do they get?

  What gives this company the right to sell something misleading the consumer?

  Especially When I have received dozens of vehicles sold from insurance agencies with the exact damage as described?

  and if I ran this vehicle Back through your auction I would have to describe it with having undercarriage damage and engine damage! Which isnt fair and will automatically depreciate the value of the vehicle.  And all I did was ************** and inspected

  This is fair

  
  Sincerely,
  
  Council ******

  

  Business Response

  Date: 05/19/2023

  Thank you for a quick response back, I truly understand you situation and before saying anything else let me give you and your family condolences on your loss. I have from your first email the stock and branch where this vehicle came from. Allow me 2-3 business days to reach out to that branch and see what if anything I can do about the vehicle and about you being banned. Again sorry for your loss and this ordeal.

  Thanks 

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

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

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20075110
  
  I am rejecting this response because:

  thank You very much.. it has been hard on every one and financially we had to fund the funeral I was looking to surprise my mother with this truck to cheer her up.. I didnt know all of this would lead to this..

  please feel free to call me ************

  
  Sincerely,
  
  Council ******

  

  Business Response

  Date: 05/22/2023

  Thank you for your follow up complaint,

  I have spoken to the branch manager, and she has informed me that she has shared this issue with our corporate office and our legal department about the incident that took place at the branch. At this point and time, we are not allowed to communicate with this employee as he has been banned due to threats, 

  Thanks 

  Will

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20075110
  
  I am rejecting this response because:

  I stated in prior complaints exactly what happened.. so at this point it is unfair moving forward.. I should not be banned nor responsible for being disrespected or sold a vehicle that was not advertised correctly

  so If I have to take to court Im willing to do so, being I was pushed towards a negative reaction (which I apologized for) and never received a apology from them! As I see you can not reach a resolve even though I took a major lose due to the negligence of your company and branch employees 

  this Isnt fair

  I called the local police department and spoke to a deputy who has stated they have had many problem at that PARTICULAR BRANCH! and your company is dishonest and that branch treats people like c*** - the officer stated he understands why I would get mad and be dissatisfied with your customer service and vehicle I purchased

  He gave me advice to take it to court, so at this point it seems like thats all I can do

  he was sympathetic for my situation and didnt agree with the branches business ethics nor Iaa  irresponsibility to inform its consumers correctly on what they are buying

  i attempted to file a police report against the branch, but he stated I couldnt and I should take it to court

  
  Sincerely,
  
  Council ******