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:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  State Farm brought my vehicle to IAA in ***********, ******** on 4/21/23. There was no interior damage before it arrived at yhis location. I had 1 **** watt planet audio amplifier, 1 **** watt planet audio amplifier, 1 2.5 Farad capacitor, about 4-5 foot of 2 gauge audio wire, and 2 distribution blocks stolen that were mounted and wired in the back. I also had damage to my radio head unit bezel where it looked as if someone tried to pry it out quickly and a 4 gang rocker switch panel damaged, which looked as if someone kicked it trying to get it disconnected quickly. They also cut the power wire for the switch panel. That totaled about $363.85 worth of damage and stolen items, not including the labor time for installation. They also removed the cabin air filter from the vehicle for some reason.

  

  Business Response

  Date: 05/19/2023

  Thank you for your email.

  To be better able to assist you with this complaint I will need to know the vehicle stock number or VIN number. After I have receive this information I will be able to reach out to that branch manager and have them look at the check in tapes and investigate the matter.

  Thanks

  Will

   

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20073177
  
  I am rejecting this response because: it doesn't satisfy the complaint.  However I can provide the vin. It is *****************. Please forward this on to the business. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/23/2023

  Thank you for responding back to me with the vin number. now that I have this, I can reach out to the branch manager and see what he has to say about when and how your vehicle came to **. please allow a couple of days for them to respond back to me and hopefully it will be before the vacation weekend.

  Thanks

  Will

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20073177
  
  Thank you and please let me know. The vehicle was delivered 4/21/2023 at 4:51 pm, however,  they said it wasn't checked in and photographed until after 10:00 am on 4/24/2023 after it was "cleaned."

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

  

  Business Response

  Date: 05/25/2023

  Thanks for your response back. i am waiting for the response back from the branch which i am going to assume will be after the holiday. I will reach out to you as soon as I do hear from them as promised. Enjoy the holiday weekend and speak to you soon.

  Will

  Customer Answer

  Date: 05/26/2023

  Thank you 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/11/2023

  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 picked up my vehicle and towed it hours away, emptied it of my items and only returned it under threat of theft. They work with my insurance company who I had a claim with and they did not give them permission to pick up the car. The title or any information had not been given to my insurance yet. They picked it up nearly a week early. They brought it back, but are denying any claim to compensate me for the items in my car that they threw away. They have a policy of their own saying they put personal items in bags and in the back seat until the car is sold. No bags were in my car. They claim the auto body shop cleaned it out. I have pictures of the car condition of it at the shop bc the adjuster at the insurance took them. I just wanted an apology that they messed up, but they are blaming each other. I have them a list and estimate of my items and it was denied. They emailed me saying that they want to resolve this with me, but then denied me completely. They need to take responsibility even if it was a mistake.

  

  Business Response

  Date: 05/12/2023

  Thank you for your email,

  Sorry to hear about this situation, for me to be better able to assist you with this matter can you please provide me with the Vin number of the vehicle and also the branch that it was towed to. After I receive this information from you I will reach out to that branch and see what they have to say about this matter and try to see if anything can be worked out together.

  Thanks

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

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

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20048396
  
  I am rejecting this response because: More information need to be given. 

  The stock is ********. 2007 ****** Camry *****************. The location is the ****** location in Wilmur,**. I have been talking to ***** and ***********************, who denied my claim. I have pictures of how looked prior to pick up. Nobody empties a car, leaves the glove box open, the pop box in the top of the review mirror open, cleans out all trash, moves and opens different parts that a normal person wouldn't do. I wasn't selfish in stating what was in the car, and I did get an email from someone saying they were willing to make this right. 

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

  

  Business Response

  Date: 05/15/2023

  Thank you for submitting the information needed to fully look into your case. Now that I have the vin number and branch I will reach out to that branch manager and see what if anything can be done to resolve this issue. I should be reaching back out to you in a couple of days after I get their response.

  thanks

  Will

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20048396
  
  I am rejecting this response because: I will wait for a conclusion to the investigation.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/09/2023

  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.

  12 minutes ago NEW When i 1st signed up and realized it was not for me, tried to cancel with in the time frame but was unable to talk to anyone in regards to that. Now I got a email for automatic renewal and the website won't let me cancel. Please call me back *********** in regards to canceling. This company is good at not answering phone calls.

  

  Business Response

  Date: 05/09/2023

  Thank you for your email, 

  sorry to hear that for whatever reason you have changed your mind about becoming an IAA buyer. What I need from you is your buyer number that was given to you. Once I have that I can better research your complaint and see how I can help you with this.

  Thanks

  Will

• Initial Complaint

  Date:05/08/2023

  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.

  Sometime in March of this year, 2023, I took my vehicle to IAA ********* ** branch to be sold on consignment. The car didn't sell for up to the minimum amount I set. Per our agreement, I had the right to pay an additional fee to have it rerun in the auction or retrieve the car. I decided to retrieve the vehicle because I had a buyer. But when I went to get it, I noticed that the rear bumper had been destroyed (one that was not there when I brought the vehicle in). I called it to their attention, but the agent on-site tried to make me believe the bumper was destroyed when I brought it in. They told me their manager (***********************) was out of the office and would call me on Monday (that was on a Friday) to resolve the issue. I waited for a call on Monday to no avail, so I decided to call them. When I called, they said the manager was busy, but they would let him know so he could call me later. The manager eventually called me, and I tell you, it was the most uncivilized of any call I have ever received. He started by barking, and all he did was intimidate me over the phone. I took screenshots of the vehicle from their website before they took it down. One can clearly see that the bumper was ok- see them attached. I have also attached photos of the bumper from when I went to pick up the car; you can clearly see the damage.The vehicle vin: *****************; Stock number: ********

  

  Business Response

  Date: 05/09/2023

  Thank you for your email, I will reach out to this branch manager and see what happened while we had your vehicle. please allow me a couple of days to get a response back from them.

  Thanks

  Will

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20034111
  
  I am rejecting this response because: the issue has not yet been resolved. I await the response from the business after contacting the manager of the said branch. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/10/2023

  Thank you for your follow up, I have spoken to the branch manager, and he has stated that.

  "This was brought to my branch supervisors' attention late on Friday 4/7. The office and yard supervisor looked at the damage and advised that they would need to defer to me as they could see that the vehicle had damage that was poorly repaired and falling apart.
  
  I was out of the office but informed via email and was prepared to investigate on Monday. The seller called me around noon (4/10) and was frustrated that I had not already returned his call. (This was less than 8 business hours from the initial complaint)
  
  I asked the buyer to explain to me in his words what the issue was and what he would like for ** to do.
  
  His response was that we have destroyed the bumper and killed the value of this vehicle.
  He demanded that IAA replace the bumper and compensate him for his lost profit from the would-be sale (to his outside customer.)
  
  When I explained to him that there is no way for ** to consider his potential loss of profit and that this was a bumper that already had damage,he became irate.
  He said if I cannot offer him a reasonable solution that we would let the courts decide.
  
  Please see the attached email/images that show what condition this vehicle is in. The stock/check-in photos do not capture the stress cracks/body filler/duct tape and running paint that is all over this bumper in an attempt to mask existing damage.
  
  Please also see the attached consignment sheet that the seller agreed to with his signature and indemnifies IAA from any liability claim that exceeds his consignment fee (line items #9 and #**.)
  
  There is no legitimate claim here"

  Because you informed the branch manager that you would be seeking legal action against ** from this point forward, I would have to refer you to our legal department.

  Thanks 

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

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20034111
  
  I am rejecting this response because: If the manager was half as courteous with me as he has in his response here, we would have arrived at an amical end. Managers are known to de-escalate situations, and make the best out of them, but that was not the case. There was no empathy from the manager- in fact his staff were more considerate. At no point did the manager try to empathize with me; the only vibe I got from him was arrogance and bullying, and that is how I resolved to take the matter to court. To show that all I did was in good faith, I even sent a mail to the marketing director (**** at the ** in IL- she facilitated the deal) explaining my frustration with the manager and my resolve to go to court. 

  I can't go to court because of the fine prints in the documents I signed, which indemnifies the company of any damages. However, I want the public to learn from my experience, how unethically you have treated me. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/08/2023

  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.

  I was in an accident that I was injured in and my car was ultimately towed to IAA as my insurance company expected it would be totaled. I was told that I would have the opportunity to clear out my car myself. However, when I went to do so, I found that some belongings were stolen from my car. I questioned this and spoke the manager who did state their employees had put my belongings into bags for me but claimed that they werent responsible if their employees stole some of my belongings in the process. I asked if these belongings were inventoried because I was told that I was the one who would be clearing out my stuff, and she said no and that I should just report the losses to my insurance for reimbursement and provided no recourse against them or ability to ensure it was actually investigated. They seemed very flippant about it and their policies seemed to conveniently let them steal belongings without recourse since they suggested I should just include it in the claim with my insurance company.

  

  Business Response

  Date: 05/09/2023

  Thank you for your email,

  Sorry to hear of your accident and we hope everyone was / is ok. As far as the items that were left in your car did you also check with the towing company that brought your car to the IAA branch? If not, I would suggest you also check with them. I will reach out to this branch manager and have them view the tapes of when your car was in the branch. please allow me a coupe of days to get a response back from them.

  Thanks

  Will

  Customer Answer

  Date: 05/19/2023

   
  There was no meaningful response from the business to even respond to. They said they would follow up with me and did not, so if that is the response I have to address, I reject their response as they have not actually followed through regarding my complaint. Their business stole from me and have done nothing about it. 
  
  *************************

  

  Business Response

  Date: 05/19/2023

  Thanks for your response, To be better able to assist you again I will need the vin number of the vehicle and the branch it was towed to. Once I receive that information, I can do a better investigation on the matter. also was your car towed to an IAA branch by IAA transportation and if so which one or was it towed by a 3rd party vendor? So I need those questions answered before I will know whom to reach out to about your items. 

  Thanks

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

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

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20033175
  
  I am rejecting this response because: Im unclear from the website how to reply to just provide the information. 
  

  Based on communication from IAA, my understanding is that the car was towed by IAA itself. 

  VIN: *****************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/30/2023

  Thank you for responding back with the needed Vin number. now that I have it and have researched the notes on the account, it appears that you were at the branch and spoke to one of the reps there who informed you that you would needed to inform your insurance provider for compensation. I will still reach out to that branch and see if they have anything on tape from when your vehicle arrived.

  Thanks Will

   

  

  Business Response

  Date: 05/30/2023

  Thank you for responding back with the needed Vin number. now that I have it and have researched the notes on the account, it appears that you were at the branch and spoke to one of the reps there who informed you that you would needed to inform your insurance provider for compensation. I will still reach out to that branch and see if they have anything on tape from when your vehicle arrived.

  Thanks Will

   

• Initial Complaint

  Date:05/05/2023

  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.

  They accidentally marked a vehicle as an export that is not an export vehicle and I am not able to get it registered or in fact do anything with it so Im out $10,000 I want someone to contact me Ive been trying for a week or longer and cant get anybody on the phone or a response on any emails I just want it fixed and uncheck the box

  

  Business Response

  Date: 05/08/2023

  Thank you for your email, sad to hear there is some confusion on what your vehicle was marked as. For me to be better able to assist you I will need your buyer number and also the stock number or vin of the vehicle in question. after I have received this information from you I will be able to reach out to that branch manager and see what happened here.

  Thanks

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

   Supervisor, IAA

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

• Initial Complaint

  Date:05/01/2023

  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 went IAA online and paid for a membership to be able to bit and pourchase a car from, after reciving the payment I was not allowed to bid for the car I wanted, it was then they inform about limitation on the membership I had pourchased, I asked right after I was aware of the limitations (a day after I had paid for the membership) for a canceletion and requested a refund as I was not inform of those limitations when I pourchase it. After my cancelation request they have been avoiding all ,my calls and not responding my emails requesting response on my cancelation request.

  

  Business Response

  Date: 05/03/2023

  Thank you for your email, to be better able to assist you with this matter I need to know what your buyer number is and the method of payment you made. After I receive this information, I can then research this matter much better.

  Thanks

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

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

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20004354
  
  I am rejecting this response because:
  I have not received my refund.

  Here is the information they are requesting on their message.

  ID Number: ******

  Payment ************ ending on 7690

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

  

  Business Response

  Date: 05/05/2023

  BBB Complaint: 20004354
  
  
  Thank you for your email and the information needed to process your refund. We will go ahead and start the refund process and the money will be sent back to the card the registration payment was made from. We will also close out your IAA account and you will not be able to bid on any vehicles moving forward. If you have any questions or concerns the case # assigned to your case is 20004354.
  
  
  Thank you,
  
  
  *************************;
  Supervisor, Customer Support
  **********************
  *******************************************************************************
  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: 05/13/2023

   
  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:04/25/2023

  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 bid on a red car but the vehicle I won was a black car. After calling ******************** and waiting for the report, they still had not contacted me back. I called them, after 4 days of waiting, then they told me to call the local branch for ******************** cannot help. After calling the local branch in *********, they told me to call ********************. I explained the situation to them, then they said I could wait for a phone call from the branch manager named *****. They told me she will call me. She did not call, I had to call her, and then they told me she was busy in meetings but she told them that I had to pay for the car regardless. I asked to speak to her, and she told me that I am a liar, and that the purchase is final no matter what I explained because if she changes it, then they need to pay for it. This car is not the vehicle I had bid on, and I refuse to pay for this car. Now they are threatening me by telling me that they will block my account and place a $1,000 fee on a car that I did not bid on. I bid on a red car not a black car.

  

  Business Response

  Date: 04/26/2023

  Thank you for your email, to be better able to assist you with this issue I will need your buyer number, the stock number of the vehicle and the branch you purchased it from. after I receive this information from you I will then be able to research the issue and see what happened.

  Thanks

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

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19981767
  
  I am rejecting this response because I need this further investigated.

  The correction for the branch is ********** **. Issue with the branch manager and the wrong vehicle she is obligating me to purchase. I bid on a red car, not a black car.

  Stock number 35862698. Buyer number 582953
  

  

  Business Response

  Date: 05/01/2023

  Thank you with your response back, now that I have the stock number and your buyer number I can research to branch the vehicle came from and speak to the branch manager about this issue. As I pull up the stock number that you provided it does show the vehicle as being black. I will still speak to the manager and see if anything changed on the auction date.

  Thanks

   ******* (********************

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

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19981767
  
  I am rejecting this response because: yes the lot number is showing the car as black. my argument is that during the bid that same number showed a red car, but the one they said I won was black.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/08/2023

  Thank you for your email,

  I did speak to the branch manager (*********************) and was informed that there was a conversation between the two of you and a 3rd person team member. ***** stated that you informed her that during this time you were bidding on 5 different auctions at the same time. ***** also stated that the conversation was disrespectful toward her. ***** stated that you continued on with inappropriate words and language and that you had no interest in hearing of IAAI auction rules pertaining to this matter. The two employees stayed on the phone trying their best to help you understand the auction rules that you sign when you sighed up to be a IAA buyer.

  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.

  Thanks Will

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19981767
  
  I am rejecting this response because:
  

  Your talking about talking profanely? The lady didn't even look into it, I was told she would call me, she never called me, I had to call her. Then when I did call, the secretary tried to cover for her saying she was in meetings, then when I became in contact with *****, she just told me if I didn't video tape the auction then there is no proof, she then said so you gotta pay for it since if she put it back on auction then it would cost her money. Your telling me that your company has fraud in the policies? I bid on a red car, not a black car. It is irrelevant about the language I used, the meaning is the same, your company committed fraud, placed a $1,000 fine against me, and suspended my account until I pay the $1,000. This is fraud and the government has it's own policies to counter that. Besides, when you say their was a third party used to investigate, do you mean the lady I called who works for your corporate department? That is not a third party. So a company willing to commit fraud, is also willing to lie to better business bureau?
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/24/2023

  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.

  We, ************** **** (Buyer#******) purchased a 2013 **** F-450 Super Duty Ambulance on 3/22/23 from the *******, ** Insurance Auto Auction (IAA) branch. Stock#: ******** VIN: *****************.Vehicle was severely damaged by the yard staff with the loader machine and significant damage to the transmission pan/housing, rocker panels, and side steps resulted. Vehicle did NOT have this damage at the time of pre-sale inspection or at the time vehicle was placed in auction sale. Vehicle is inoperable and will not drive/move as a result of the damage to transmission. We did not remove vehicle from the IAA yard, and immediately documented damage with photos. The branch manager, ************************ was made aware of the situation and e-mailed photos of the damage. She stated that the information would be sent to "Legal" and the office would let us know how to proceed. 31 days have passed. I have made numerous attempts to resolve this matter in person, via email, and by phone. I have received ZERO response from IAA. I also sent a message to corporate via company website and have received NO RESPONSE. Vehicle is still in the IAA yard and has not been removed by **, pending a response from IAA management. It has accrued storage of $1550.00 and increasing daily. I would like to resolve this matter asap. There is no accountability within IAA management and this is unacceptable.

  

  Business Response

  Date: 04/25/2023

  Thank you for your email, sorry to hear of the issue you occurred while at one of our branches and with the stock you purchased. I will reach out to this branch manager and see where we are as far as getting this resolved. please allow me some time to get a response back. I will then reach back out to you with those results.

  thanks

   ******* (********************

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

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19976269
  
  I will await your update after making contact with the branch. Thank you. 
  

   

  
  

  

  Business Response

  Date: 05/01/2023

  Thank you for your email back and also your patience with this matter. i am reaching out to the area manager because I didn't receive feedback from the branch manager. As soon as I hear from the area manager I will reach back out to you with those results.

  thanks 

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

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19976269
  
  Ok. I will await your response after hearing back from the district manager. I have had zero assistance from the branch office to date. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/15/2023

  Thank you for your response back, I have noticed that the branch manager has reached out to our legal department for assistance in this matter. as soon as I hear from legal or the branch manager on the decided direction, we are going to take in this matter I will follow back up with you.

  thanks

  will

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19976269
  

   

  *****, the branch manager stated that IAA would be buying back the vehicle and canceling the sale.  We signed and sent back the *** last week.  To date, we have not received a refund, and the storage charges continue to accrue. Please advise as to when we can expect this to be completed.  Thank you.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/19/2023

  Thank you for your response back. It is great to hear you have gotten the *** completed because sometimes that could be the reason for delays. In your case there are still processes that have to be completed. If ***** made this agreement, then we will stand by it, he will more than likely waive those storage fees and have the refund check sent after he finishes with the buyback process. ***** will let our buyer payments department know to send the check.

  I will attempt a follow up with ***** and see where we are.

  Thanks

  Will

• Initial Complaint

  Date:04/23/2023

  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 bought a '11 Dodge Durango Stock #********. The ****** dmv told me the title is not the last title issued to that vehicle and is no good. They took the title away from me. The last title issued for this was a ******** title # EC43796. I have tried contacting IAA and i havent got any answer back. If I'm not getting a title for the vehicle i want my money back and want them to pay for storage and tow fees.

  

  Business Response

  Date: 04/24/2023

  Thank you for your email,

  I will reach out to the Kansas City branch manager and see what happened with this title.  Once I have heard back for them I will reach back out to you with the results.

  Thanks 

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

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19973117
  
  I am rejecting this response because: I've already contacted the *********** branch and
  They haven't ***e nothing. I just want my money back and tow fees and all storage fee paid for. If i *** get my money back I will be contacting my attorney and the ****** attorney general because IAA is selling cars with bad titles.
  Sincerely,
  
  German ********

  

  Business Response

  Date: 05/01/2023

  Thank you for your email, I understand your frustration I have reached out to the Area manager about this complaint in hopes that he will contact me or have the branch manager explain to me the situation. As soon as I hear from either of these managers, I will then reach back out to you with the response. If you are threating legal action, then I will have to stop here and turn this over to our legal department!

  Thanks

   ******* (********************

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

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19973117
  
  I am rejecting this response because: Im willing to wait another week. I'm a great customer of ********************** and don't want to stop doing business with you but if i have too i will. Look up my account ****** and you can see all my purchases. Just in the last weeks I've spent over $20k on purchases. My renewal is up May 5th and i will not be renewing until we get this solved. If you don't think you will be able to get the title just issue me a refund and pay me for the tow and storage fees and come for the vehicle. I would be willing to continue doing business with IAA if we come to a fair agree. I will give you until May 12 to figure out what you want to do. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/17/2023

  Thank you for your email,

  I have spoken to the branch manager, and she stated that they have been working with you about this matter. She stated that your title is a *** account and that she is working with the *** to get the latest version. The last communication was 04/20/2023 when *** said they had reached out to the provider for updated title. It looks like it was brought to our attention on 3/3 and we are pushing *** as we are aware that this may result in a buy-back and that they also have been in contact with you (4/24/23) at the branch. The *** is where titles get retitled. I will send an email to the *** and see if I can get this expeditated. thank you for your patience in this matter.

  Thanks

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

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