Complaints

This profile includes complaints for IAA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  IAA

  2 Westbrook Corporate Ctr STE 500 Westchester, IL 60154

  
• 

  IAA

  580 Myricks St East Taunton, MA 02718

• 

  Insurance Auto Auction

  1210 Kings Rd Schenectady, NY 12303

• 

  IAA, Inc.

  47 Newberry Rd East Windsor, CT 06088

• 

  IAA

  14149 Brandywine Rd Brandywine, MD 20613

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has in my opinion committed fraud. They misrepresent vehicles to achieve higher bids to collect higher fees. I have been a buyer with them for many years and have bought many vehicles from them and non of them have been in the condition of what they represent when they come up for bid.. for example my last buy of a 2014 ****** pathfinder stock number (********) was represented as a run and drive vehicle with a clean title with ****** miles on it. The seller offered the vehicle for $8000 buy it now but the highest bid received was from me for $2825 ( on 3/23/23) so it was rejected and the vehicle went back on their website to be offered for the next sale date of 3/30/23 in which again i was the high bid of $4625 and the seller countered with $6000 in which I countered back with $4800 and they accepted. i paid for the vehicle with a bank wire transfer and paid there fees of over $1700 including shipping costs of $750. ( buyers fee of $750 a $99 internet fee a $79 service fee a $96 late fee) Once the vehicle arrived at my home the transport company could NOT put the vehicle in reverse to take it off the trailer. the transporter asked my neighbor to help him push it off the trailer, once the transporter left i had to jump the car to start and had to put gas in it because it was empty. once i got the truck started i noticed that it was very loud and would not again go into reverse or neutral, i then proceeded to call for a tow to be driven to a local transmission shop to see why it wont shift into any other gear and when the tow truck driver put it on the flatbed he showed me that the catalytic converter was cut out and the video that the auction provided showing the vehicle running prior to the sale was not the same as when the truck was delivered. ****** miles are the exact same mileage as they stated but in no way possible that the transmission was operational. they failed to disclose the mechanical problem to achieve higher bid amounts and higher fees

  

  Business Response

  Date: 04/24/2023

  Thank you for your email, 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.
  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.

  Thanks

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

   

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19971888
  
  I am rejecting this response because:
  Hiding behind your policy is not a solution to the wide spread theft/misrepresentation of your vehicle .. when you state a run and drive vehicle then thats what it should do.. if you represented the vehicle as mechanical then it would have brought less fees and less money for the seller.. all those policy quotes are for protection for the auction and it seems that nothing protects the buyer.. if you are going to quote your policy then dont represent vehicles other than As is.. you would think as a company you would label/ represent each vehicle properly and true.. I will make it a point to tell and inform of how you represent vehicles to everyone Ive done business with over the years which will include Autonation (300+ stores) not to buy or send IAA any vehicles and a few more stores that Im sure you do business with.. you are NOT VERY REPUTABLE .. those policies that your so quick to reference to would hold some merit without the disclaimer of notes of condition that you put in to fraudulently get more bids so in return receive higher fees.. thats fraudulent business practices that youve been getting away with until now.. Maybe channel 7 eyewitness news anchor ( *********************) and his investigative team would like to read about your practices.. maybe they will be contacted next 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/01/2023

  Thank you for your feedback, we are not hiding behind the auction rules and policy's, those rules and policies are there to protect the buyers and the company. these rules are put into place so buyers fully understand what they are bidding on 'salvaged vehicles". Per the issue you have discussed rules fully state: 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.

  Thanks
  
  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19971888
  The vehicle is not a salvaged vehicle.. it has a clean title.. plus I contacted the seller who put the vehicle in the auction and they told me that the auction was AWARE of the transmission issues and they could not retail the vehicle on their lot.. thats why they decided to auction it off.. 
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/21/2023

  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.

  On Friday, April 14th, 2023 I received a CERTIFIED LETTER stating that as of 10/18/2020 I had an abandoned travel trailer (**** 17' Spirit Casita) in storage that I could redeem for the lien price of $39,654.80 and that a lien was being placed on the vehicle. Last six of the *** is ******. I live in ******* and legally sold the trailer six years ago through AZ DMV and a new title was issued to the buyer on the same day. I have not legally owned this trailer since 2016.The CERTIFIED letter was from IAAI, ********* Branch on Stewarts Lane, ************. The Branch Mgr: Winter ******** has said the trailer vin# is "not in their system". The national crime vin states that this trailer was wrecked in ** on 10/18/2020 and deemed a total loss.Someone at the ********* branch is sending out IAAI form letters trying to extort money illegally. Because the letter was sent as a certified letter this a federal offense for *********** Fraud, the return address is a PO Box in ********* **. I will be filing a complaint with ** DMV for title fraud. ****** refuses to speak with me and only says "I have forwarded the information to our legal team."I have repeatedly asked for someone at the corporate office to speak with and I am being stone walled.The system will not allow me to upload the letter and the envelope. I'm sending the letter now, and when you follow up with me I'll attach the envelope, combined they are over 5mb...

  

  Business Response

  Date: 04/24/2023

  Thank you for your email,

  I will reach out to the branch manager and also copy this and send to our legal team to investigate. Once this has been placed into our legal department, they will be the one's following up with you moving forward. I have created a case for this complaint, and it is Case # ********

  Thanks 

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

  Customer Answer

  Date: 04/26/2023

   
  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. If I do not hear from IAAI's legal team within an acceptable time frame then I will refile the complaint.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/18/2023

  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.

  My truck was stolen and returned so on 12/16/2022 I bought a club for the steering wheel so that the truck will not be stolen again the truck was not running and had to be moved from side to side on the street so I had it towed because insurance company said truck was a total loss on January 12th 2023 the truck was towed by ia towing driver **** called me at about 9:15 and said he was there to pick up the truck I said I was at work I had to call ******** he has the keys and have to take the club off after 10 minutes later I realize the towing company had the club ******** was under the impression the truck was going to be fixed and put the club under the seat I immediately call **** the guy that towed the truck and no response I then called State farm my insurance company and inform them that the club was in the truck until this day April 13 2023 IAA still say they do not have the club they returned a key to me that was for the club a lock that was underneath the hood but no key I know the club was in the truck I have pictures of the club on the truck I have the receipt of the club that I bought I would like for them to give me back my club or give me back my $50 that I spent on the club that they keep saying that they don't have and talking to me like I'm stupid

  

  Business Response

  Date: 04/20/2023

  Thank you for your email, Sorry to hear of your ordeal. For me to be better able to investigate and assist in this matter I need to know your buyer number, the vin of the vehicle in question or stock number and lastly the branch that it was taken to. after I have received this information back from you I will then be able to reach out to that branch manager and see what happened.
  

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

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19932899
  
  I am rejecting this response because:
  

  The vin number for the truck is jgtec19mxte503163 and the stock number is ******** they first said it was towed to ******* ** but they keep saying there was no club but sent me the key back without the club 

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

  

  Business Response

  Date: 04/25/2023

  Thank you for your response back, now that I have the Vin and stock number, I can see who the branch manager is and reach out to him for an explanation. once I get that from him I will reach out to you with the results.

  Thanks ******* (****) *******

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

• Initial Complaint

  Date:04/17/2023

  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.

  The IAA provided pictures of A damaged ****** Rouge 2016 SL that I purchased from them. In the picture they showed a box of parts that would help me repair the vehicle, parts that were advertised that I would receive as part of my payment for this vehicle. After purchasing the vehicle the box of parts that were supposed to be sold with it were not there, I asked if we could be compensated they said sorry can't help and essentially told us to s**** off even though before hand because we were afraid of this. Asked if they were liable and said yes they were liable proceeded to not take the definition of liability and did nothing to help us... I sadly don't have pictures because they promptly took it off their site so as I would not have proof please help! I just want the money for the parts they promised.

  

  Business Response

  Date: 04/18/2023

  Thank you for your email, 

  Sorry to hear that there was some confusion upon placing your bid and receiving your vehicle. As far as additional parts that *** have been in the photo's, IAAI auction rules state that: ANY STATEMENT THAT ANY VEHICLE HAS A PARTICULAR PART, INCLUDING BUT NOT LIMITED TO KEY PRESENT OR THAT VEHICLE HAS A CATALYTIC CONVERTER, MEANS THAT A PARTICULAR PART WAS NOTED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN, BUT IS NOT A REPRESENTATION OR WARRANTY THAT SUCH PART WILL BE PRESENT AT ANY TIME THEREAFTER. IAA IS NOT RESPONSIBLE FOR MISSING PARTS. IT IS BUYERS RESPONSIBILITY TO INSPECT AND CONFIRM THE NOTED PARTS ARE PRESENT PRIOR TO PLACING A BID. 

  Thanks

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

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

  Customer Answer

  Date: 04/18/2023

   
  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. They've made it clear that I need to call the police to get my stolen goods back.

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

• Initial Complaint

  Date:04/14/2023

  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.

  I purchashe a **** ***** civic from IAA ******* North and at the time of purchase the vehicle has a catalytic converter. I have video of it running quiet at the time of their inspection. the inspection notes also say nothing about it being missing but i see other vehicles that do have this info posted on their auctions. upon me picking up the vehicle I noticed that the catalytic converter was stolen while at the iaa location. I did let them know while I was there that it was gone. I have tried to talk to the branch manager he will not ************* or return them. I also contacted the corporate and all they say is their policy does nothing to help me. It has costed me $550 to repair this and I have informed iaa that my dealership will no longer do business with them

  

  Business Response

  Date: 04/14/2023

  Thank you for you email,

  Corporate was correct that per IAAI Auction Rules:

  ANY STATEMENT THAT ANY VEHICLE HAS A PARTICULAR PART, INCLUDING BUT NOT LIMITED TO KEY PRESENT OR THAT VEHICLE HAS A CATALYTIC CONVERTER, MEANS THAT A PARTICULAR PART WAS NOTED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN, BUT IS NOT A REPRESENTATION OR WARRANTY THAT SUCH PART WILL BE PRESENT AT ANY TIME THEREAFTER. IAA IS NOT RESPONSIBLE FOR MISSING PARTS. IT IS BUYERS RESPONSIBILITY TO INSPECT AND CONFIRM THE NOTED PARTS ARE PRESENT PRIOR TO PLACING A BID.

  Thanks 

  Will

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19935674
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  the catalytic converter was on the car as evidenced in the video posted by IAA.  The vehicle runs quietly in the video and I checked it while i was picking up the car at IAA and it was extremely loud. So it was stolen while in possession of IAA locked inside their fence. Therefore I feel that I did my part by watching the video, pictures and descriptions made by IAA. Policy doesn't give a business the right to steal or allow stealing l and I will be following up with law enforcement regarding this matter and making a police report. Furthermore by not contacting me on the matter I feel the branch manager is responsible for this getting to this getting out of hand

  

  Business Response

  Date: 04/18/2023

  Thank you for your email, if you send me your buyer number and the stock number in question. I will then be able to research and contact that branch manager and see if there is anything we can do to better resolve this matter.

  Thanks

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

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19935674
  
  I am rejecting this response because: *************** with my buyer number and the vehicle stock number below as requested by the IAA supervisor 
  
  Sincerely,
  
  ***********************

  Buyer #******

  Stock #********

  

  Business Response

  Date: 04/21/2023

  Thank you for your submission of the information requested. Now that I have this information, I can reach out to the branch manager and see if we can come to a resolve or where we are at. As soon as I hear back from him, I will reach back out to you with the response.

  Thanks

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

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19935674
  
  I am rejecting this response because: waiting for response from supervisor before accepting the resolution 
  
  Sincerely,
  
  ***********************

   

  

  Business Response

  Date: 04/26/2023

  Thank you for your response back. I have spoken to the branch manager and the reply I received was :  As Im sure your aware catalytic converters are not part of the check in process and IAA does not guarantee them which of course is clearly stated in our Auction Rules. The video he is referring to is our video. The videos do not show the status of a converter unless gas is being applied. We do not rev the engines while taking the video.   Also this buyer had full opportunity to come inspect the unit on preview day to make a sound decision before bidding in which he didnt take advantage of.   All of this was stated to him in great detail. 

  So, it appears that you and the branch manager have tried to work thing out but to no resolution. At this point the manager is unwilling to pay you $500.00 for a $850.00 car he said.

  thanks

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

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19935674
  
  I am rejecting this response because:

  I have never spoke to the branch manager as he wouldn't take my call. If you listened to that video you know it was on the car without revving it up. Dont insult my intelligence. I'll just never do business again with any branch of iaa and if it's worth you letting workers steal from the customer that supports you then I can live without the convertor or your corrupt business. I would advise you looking at it a little harder though as you have a theif there and law enforcement has been made aware Have a nice day and no need to respond further 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/11/2023

  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.

  On February 6, 2023 I purchased a Cadillac, Stock#:35725474 for $25,911.70 at IAA auction in *****************. IAA was responsible for accurately listing the Cadillac and its major electrical issues that were hidden, and by hiding a portion of the front dash. After I purchased the car, discovered the major electrical issues, brought it to *************************** attention, he agreed to relist the car for sale and make it right. When ***** relisted the car, he then announced the major electrical issues and added the full image of the odometer. A bidder wanted to buy the car for $12,500, Stock #********, which would have left me with a $15k negative balance. ***** stated I would need to approve the sale and I would be held responsible for the balance. Had ***** been honest in accurately listing the car from the beginning when I bidded on it, I would have been able to purchase it for $12,500, and not $25,911.70. This dishonest inaccurate listing has caused me to incur a negative balance with interest of $26,099.77. ************************* failed to take responsibility for not accurately listing the vehicle and has not tried to resolve the problem. Please see attachments.

  

  Business Response

  Date: 04/12/2023

  Thank you for your email.

  Per IAA auction rules:  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

  

  Business Response

  Date: 04/13/2023

  Thank you for your response back, I will reach out to the branch manager and attempt to see if we can get this matter looked at more closely and hopefully get it resolved.

  thanks 

  Will

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19924877
  
  I am rejecting this response because:  the company has not resolved the issue in a timely manner.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/21/2023

  Thank you for your email,

  Sorry for the delay I have reached out again today to the branch manager for a response back to this complaint. If I haven't heard from her by 4/24/23 I will then be reaching out to the area manager for assistance. Please allow me this time to get this matter fully investigated.

  Thanks

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

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

  Customer Answer

  Date: 04/25/2023

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

  Customer Answer

  Date: 05/05/2023

   
  IAA did not follow through with a resolution and I would like to reopen the case. 
  
  Thank you,
  
  ***********************

  

  Business Response

  Date: 05/08/2023

  Thank you for your email,

  This case was closed because the branch manager stated that, we agreed to re-run at no cost to him. Buyer had an offer On Monday's sale of $17,000 but he rejected the bid.
  When the unit ran originally Stock # ******** it was a R/D we didnt see any electrical issue with the unit.

  Because it appears there was conversation between you and the branch manager to re-run this vehicle along with the fact that there was an offer to purchase the vehicle but was turned down by you. We have fulfilled our agreement to re-run this vehicle. Also, the IAAI rules state the following. 

   Per IAA auction rules: 

   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: 05/10/2023

   
  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:04/08/2023

  Type:Billing 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.

  First off they listed a car for sale with a key also with the picture of the key.I drove 2 and a half hours to pick up the car and when I showed up to pay for it they doesn't even have the title so they said they would ***** it I said ok.I left the portland brand and drove to the ********* yard where the car was at they got the car and brought it out.I opened the doors and found out there was no key. So I looked on the listing and sure enough there was a picture clearly listed with a key and it says the keys are present. I then had to call a mobile locksmith and wait for 3 hours for him to show up. Was charged 335 dollars for a key.Then while I was waiting for the locksmith I noticed the passenger rear door was damaged when it wasn't in the pictures.Then there was also 3 bags full of trash and a dead mouse in the car and that's kind of odd because they charge an environmental fee but leave the cars full of trash. The on top of it I see they are charging me 12 dollars to ***** my paperwork thar they couldn't find.I would like the money for the key repaid of 335.Damages to a door cover of 350 And the title money covered of 12 dollars. So 697 refund When I paid ***** for the car And this is more then fair

  

  Business Response

  Date: 04/10/2023

  Thank you for your email,

  To be better able to assist you with this issue I will need to know your buyer number and also the vin number of the vehicle in question. After I have received this from you I will then be able to reach out to that branch manager with this complaint. 

  Thanks

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

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19913706
  
  I am rejecting this response because:

   

  they are asking for more information and have not resolved anythjng yet 

  My buyer number is ****** stock number 20326011

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

  

  Business Response

  Date: 04/11/2023

  Thank you for your response back. Now that we have your buyer number and the stock number of the vehicle IAAI auction rules state the following:

  4. IT IS THE SOLE RESPONSIBILITY OF BUYER TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. BUYER EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA. THIS INFORMATION INCLUDES, BUT IS NOT LIMITED TO, THE ***** MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, ODOMETER DISCLOSURE, *****, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. BUYER UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, **** SOULD OBTAIN A CARFAX OR SIMILAR REPORT PRIOR TO MAKING A BID. BUYER SHALL VERIFY THE ***** TYPE AND BRAND BEFORE MAKING ANY REPAIRS TO THE VEHICLE.
  5. ANY STATEMENT THAT ANY VEHICLE HAS A PARTICULAR PART, INCLUDING BUT NOT LIMITED TO KEY PRESENT OR THAT VEHICLE HAS A CATALYTIC CONVERTER, MEANS THAT A PARTICULAR PART WAS NOTED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN, BUT IS NOT A REPRESENTATION OR WARRANTY THAT SUCH PART WILL BE PRESENT AT ANY TIME THEREAFTER. IAA IS NOT RESPONSIBLE FOR MISSING PARTS. IT IS BUYERS RESPONSIBILITY TO INSPECT AND CONFIRM THE NOTED PARTS ARE PRESENT PRIOR TO PLACING A BID.

  Thanks

  Will

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19913706
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  I'm sorry but you  can't just use that as a resolution to this.

  The car had more damage and was not listed accurately 

  That is false advertising and if you don't agree to the little money I want back then I want a full refund

  Stop making excuses fix the problem 

• Initial Complaint

  Date:04/06/2023

  Type:Billing 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.

  Horrible people to deal with. I purchased a vehicle and found out they deceptively ignored critical information about the engine type. I have been doing this business for more than a decade. With the exception of some of their branch employees, the organization itself is nothing more than an organized bully. I explained to them that they left the engine type information blank. The manager immediately started getting defensive and rude. He demanded I pay and that he did not care if the information is missing as it was my fault regardless. He kept threatening to block my account and bill me anyways. I was very upset not at the purchase but the constant rudeness of an issue that can easily be resolved with decency. I quickly offered to pay for the vehicle out of pocket and asked that he should please resell the vehicle so that I can hopefully recover some of my funds. He replied that they would take fees for the purchase, for the resell, and any other fees that they deem applicable. I sent the payment anyway. Immediately after they received my payment, they ignored my many emails and calls requesting to keep with their end of the agreement; resell the vehicle and refund me. They have no customer service training, are very aggressive, have no accountability, would constantly issue threats, and are always charging fraudulent and sometimes made-up fees. In my opinion, clearly, IAAI is too big to worry about any competition or care about its clients/customers because it monopolizes the market. Hopefully, the government creates a law to allow more competition. I pray their eventually would be an alternative to this nightmare of an organization.

  

  Business Response

  Date: 04/10/2023

  Thanks for your email. 

  Sorry to hear of the behaviors that you stated happened to you. To be better able to assist you with this complaint I will need to know your buyer number and the stock number of the vehicle in question. Once I receive this information from you I will then reach out to that branch and see what they have to say about this transaction and behavior.

  thanks

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

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

  Customer Answer

  Date: 04/14/2023

  Complaint: 19904980
  
  I am rejecting this response because:
  

  The response was more of asking that I provide my information with a promise to follow up. For the records, I have provided this information numerous times over the past 3 weeks and got no response, only threats from the supposed manager at their ******** office. My fund is still being held by IAAI. Though I have submitted requested documents, the vehicle is still in their yard and has not been processed yet. I am hoping that they follow up, and refund my money. Regardless, businesses should not be at liberty to maltreat and then constantly threaten clients without consequences. It is not fair. the complaint against IAAI is similar across board. I have been very loyal and do not deserve this.

  
  Sincerely,
  
  Akinwunmi Ige

  

  Business Response

  Date: 04/18/2023

  Thanks for your responds back.

  I truly understand your frustration, but I cannot attempt to help you if I don't have your buyer number and that stock number. If you are unwilling to share that information with me then we have to consider this case closed. Once you decide to send me the required information needed, I will then be able to better research the issue and see how and if I can help. Without this information there is no way for me to research and see what happened or is going on. 

  Thanks

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

   Supervisor, IAA

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

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19904980
  

  Re: Stock number ********, buyer number AA4224.

  I am rejecting this response because:

  The response was a threat to close the case rather than contact their local office at ******** for details. To address the issue, they are suppose to simply either just refund my money, or simply re-run the vehicle. I am perplexed as to why this seem so complicated.
  
  I have received constant threats from your ******** office. I just received another one today where they are demanding additional storage money from me. Regardless the size of your organization, there is law, there is consumer protection right. I have sent these stock number more than 20 times to your office.  Here it is again - stock ********. I have also attached the bill of sale your office sent to me after they demanded payment - see attachment. I have completed the consignment form as requested and submitted it numerous times. Closing a case does not change the fact that IAAI's operation and management do not care. Again, I am no more afraid nor intimidated by you. Thank you.
  
  Stock number ********
  
  Sincerely,
  
  Akinwunmi Ige
  
  Sincerely,
  
  Akinwunmi Ige

  

  Business Response

  Date: 05/01/2023

  Thank you for submitting the needed required / information. Now that I have the stock number and your buyer number I can now reach out to that branch manager and see what is going on. Please allow me a couple of days to get a response back from them.

  Thanks

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

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

• Initial Complaint

  Date:04/02/2023

  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.

  My vehicle was involved in an accident where my vehicle had to be towed to a tow yard. My insurance did not want the fees to keep adding up as in regards to storage. They advised me that my vehicle would be taken to IAA which is there storage facility and that the Insurance Adjuster would inspect my vehicle over there at IAA. They told me that it was going to IAA in North Hollywood. After inspection it was my choice if I wanted them to fix it or to go to my body shop of choice. Long story short my vehicle was deemed totaled. My vehicle was at IAA for about a week. I tried calling IAA to find out about the hours and location and so forth and could never get through to anyone so I could go and get my belongings. Finally someone emailed me with a Stock # and advised me the hours and the location. I went to North Hollywood IAA and now they can't find my car. I took a day off of work so I could clean out my stuff out of car. Was there for about 2 hours until they finally located my car at there other location in *************. Why they moved my car? I don't know. I went to IAA ************* on 3/8/2023. I went into the little bungalow, gave them the stock and they said that my vehicle would be out shortly. When they brought my car everything inside was MISSING. I checked the entire car and they had bagged up some of my items basically the trash and had stolen everything else. I went inside to the IAA bungalow and told them that my stuff isn't in there and that it's been stolen and they said that it's not there responsibility and that I have to contact my Insurance. My vehicle was in there care. How is it not there responsibility? I called my Insurance and there telling me it's IAA responsibility. Most definitely IAA is responsible. I have been thrown back and forth with My insurance Company and IAA. I can't ever get in touch with anyone at IAA. I want to be reimbursed. They need to take accountability for what has happened.

  

  Business Response

  Date: 04/03/2023

  Thank you for your email,

  To be better able to assist you with this matter I will need the following from you. Please send me the vehicle vin number any stock number you were given and the items you say were taken from you car. after I receive this information from you I will reach out to that branch manager and have them view the security tapes to see what happened while with us. 

  Thanks

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

• Initial Complaint

  Date:03/24/2023

  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.

  My car was picked up and taken to this lotwhen there was one MUCH closer, but taken here by the insurance company of a woman who rear ended my car. It took several weeks to be picked up. My husband decided to take the buyback option from the insurance company and our car was returned at a later time. The pictures that this company sent to the insurance company were not of my car. The odometer wasnt even right because they failed to get the keys to the car before taking it. They caused EXCESSIVE damage to the car, it was in the process of being stripped, speakers stolen, tools from in car stolen and best of all..the frame was bent when it was returned and wasnt when picked up. No one from this place can be bothered to return my calls!

  

  Business Response

  Date: 03/27/2023

  Thank you for your email, 
  

  To be better able to assist you with this matter I will need the branch name it was taken to and the vin number of the vehicle. Once I have received this information, I will reach out to that branch manager and have them review the tapes of your drop off. If this occurred at our branch it will be on tape if not, then it may have happened in route and yes you would have to speak to the tow company, I will also try to retrieve the towing information once I get the information from you that I need for all of this.
  

  Thanks 
  

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