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

  304 Colchester Rd Essex Junction, VT 05452

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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:03/07/2023

  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.

  A 2020 ******** benz cla and a 2019 ****** camry was purchase with my buyers id ******. Upon notification for payment we inform the company that these purchaes are not auto vibes **** We spoke to ***** an accts manager ************...and he would update us. Within several months someone paid for the vehicles and then return them as to what we were told. Now iaai wants a renage fee $6000.00 to activate our account. This is unethical and stolen payments of collection for purchases and payments we did not do.

  

  Business Response

  Date: 03/08/2023

  Thank you for your email,

  I have read your complaint and am trying to reach out to the branch manager for clarity on this matter. As soon as I hear back from him I will reach out to you with his response on the matter.

  Thanks

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

   

• Initial Complaint

  Date:02/23/2023

  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.

  it happened on sep/14/22 they sold me a car that does not match discription they described, i turned out the is unsafe to operate and its nonrepaireble car, and they also refused my cashier's check qhen it was the only option i was given to make payments which also resulted late fees.

  

  Business Response

  Date: 02/23/2023

  Thank you for your email,

  To be better able to assist you with this issue I will need to know your buyer number, the vin # of the vehicle in question and the branch you received it from. I have created a case for this complaint, and it is ********. after I receive this information from you, I will be able to reach out to the branch manager and discuss it with them.

  Thanks

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************
  

• Initial Complaint

  Date:01/23/2023

  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.

  On Jan 9, I paid ****** for an annual membership fee. On Jan 21, a reneged fee was waived as one time due to a mistake when placing a bid. Today, on Jan 23, my account was disabled saying I didn't pay a membership fee. This happened shortly after I left the storage office. This is problematic for a few reasons:1) Terms and conditions should be stated from the very beginning upon sign up.2) Annual member accounts shouldn't be disabled when payment was made less than 30 days ago. 3) Member accounts shouldn't be tampered with as general good practice.

  

  Business Response

  Date: 01/24/2023

  Thank you for your email, after reading your complaint and the notes on your account with us, it appears that you had already spoken to the branch manager about this matter.  IE, ****** manager had already spoke to the buyer and she when above him to removed renege fee. The renege fee stands as of now will be adding a misc. so the buyer can pay. Branch manager had come to an agreement with the buyer and lower the renege fee to 15% of the sale price but she called buyer services to have it waived. All notes in the account indicate the buyer SHOULD HAD paid the renege fee. Please advise the buyer as of today she is banned from IAA per policy IAA reserves the right to suspend or revoke Buyer?s buying privileges for any reason or no reason at all with or without notice. Once IAA suspends or revokes Buyer?s account, Buyer shall not set up another account with IAA until the suspended or revoked account is reactivated.

  Once this is paid we can reactive your account.

  Thanks

  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, ******* /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18886641

  
  
  Good morning,

  Please feel free to educate then update on the best business practices of ****** for consumers.

  re: the renegade fee, after a fee has been waived, it's not ********************** to retaliate and charge for a membership fee. Please see attachment

  As a result, the response does not suffice. In addition, the response does not offer any resolution. I think offering a refund and apology would be best at this point.

  Please keep in mind, I offered my time in recommending a FAQ page that would be helpful to include on the website as well as the terms and conditions link upon sign up that should be check marked before proceeding. In addition to a calendar. 

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

  

  Business Response

  Date: 01/26/2023

  Thank you for your email. 

  After reading your response back we appreciate the thought process of sharing best business practices on how to explain renege fees. There was no reason for us to retaliate, what was noticed by the branch was that after making an agreement with you, where we were giving you 15% of the sales price, after this agreement was made an agreed upon, you called into ***** services to have that agreement waived. Currently your account is Banned until that renege fee is paid per IAA auction rules and the Branch manager's request. If there is anything else, we can do to assist you in this matter please reach out to the email below.

  Thanks

  ******* (Will) *******
  Supervisor, IAA
  ***** *********************** ******************** Complaints, ******* /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18886641

  
  
  I am rejecting this response because:

   

  1) On Jan 21, the renege fee of $109.00 was waived.

  2) On Jan 23, another membership fee was added of $200.00 when it was paid Jan 7

  3) Therefore, please go ahead and refund back the $200.00. This is not including everything that was previous stated by consumer experiences. 

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

• Initial Complaint

  Date:01/23/2023

  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.

  To whom it may concern : My name is ********************************* company galaxy motors llc buyer number ****** I purchased two vehicles Stock number ******** and ******** Both of these vehicles were listed as run and drive but turns out they both **************** issues which should of been disclosed instead of noting body damage on both, ****** maxima transmission is out does not drive just runs VW Tiguan does not drive there is no oil no coolant because all of the main lines are busted and broken it is clearly visible when you open the hood ! Again not disclosed as primary or secondary damage. With all this said I need to either get a full refund or a credit back on my iaa acct. I will send the vehicles back with titles to the nearest iaa in Georgia. Please email me or contact me ***************************************** ************ Thanks ******

  

  Business Response

  Date: 01/24/2023

  Thank you for your email.  I have read your complaint and according to IAA auction rules it states that,  ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION ***************) MEANS THAT THE ENGINE STARTED (EITHER WITH OR WITHOUT A JUMP), BOTH THE FORWARD AND REVERSE GEARS ENGAGED AND FROM THE STARTING POSITION, THE STEERING WHEEL MADE ONE FULL ROTATION TO THE RIGHT AND ONE FULL ROTATION TO THE LEFT, ALL AT THE **** OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY. Also, VEHICLES MAY CONTAIN HIDDEN DAMAGE TO THE UNDERCARRIAGE OR SUSPENSION, ELECTRICAL MALFUNCTIONS, FRAME DAMAGE, MISSING COMPONENTS, WATER DAMAGE, BIOHAZARRD DAMAGE, OR OTHER HIDDEN OR UNDISCLOSED DAMAGE. IN PLACING BIDS OR BUYING VEHICLES, BUYER ACKNOWLEDGES AND ACCEPTS THESE RISKS. These are the Auction policy's and rules that you agreed on when you signed up with IAA. I will still reach out to this branch manager and see if there is anything he is will or can do to assist this matter.

  Thanks.

  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, ******* /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18884209
  
  I am rejecting this response because:

   

  
  I understand the rules and policy that IAA has and it is not the first time I have bought vehicles from this auction. But as far as I know the vehicle can be a run and drive with secondary issue disclosed as mechanical. Not only it was internally mechanical it was visible as well!
  Rather than having body issues!!
  On top of allll this they did not even disclose that the ****** could not be registered because of the dmv hold of $75 that I paid and **** (*********, ** Iaa title **** associate)said that I would get refunded which I still have no
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/07/2023

  Thank you for your respond. I have spoken to the branch manager, and he informed me of the following communication between the two of you. ".  I let the buyer know that we would be unable to refund but that I would be happy to call the closest IAA to him to have his vehicles placed on consignment for free. We listed the damage accordingly based on the information we knew about the vehicles that were being sold on consignment. We do have preview day available as the buyers should inspect the vehicles carefully before placing a bid." 

  If you are interested in his offer, please reach out to that branch for the assistance needed.

  Thanks

   ******* (Will) *******

  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

• Initial Complaint

  Date:01/20/2023

  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.

  Our business sent 3 vehicles to IAA that ran on 11/14/22 and 11/18/22 and they did not sell. ******** - 2007 ***** *****3 , ******** - 2008 AUDI A4 , and ******** - **** AUDI TT included are the associated id numbers for you to research. To release the vehicles I had to go pay the transport and run fees. There was no option to pay online. On 11/22/2022 myself and an associate went to IAA so I could pay the fees for the vehicles to be released. I asked the manager ************************* to show us the vehicles. He took us and we noticed damages to ******** - 2008 AUDI A4 and ******** - **** AUDI TT . ****** pulled pictures from the day the vehicles were received and agreed the damages occurred when the vehicles were at there facility most likely by the fork lift moving the vehicles around. He asked for me to get estimates and submit for compensation. The estimates were furnished on 12/5/22 to ****** then a follow up on 12/9/22 with a response from ****** on 12/20/22 as follows ********, The consignment forms that were completed state that IAA is not liable for damage to the vehicles. It appears that you are trying to get us to pay for a replacement bumper, labor, paint, etc. for $1567.67. This is completely out of line for a few replacement plastic bumper clips that can be purchased online for a mere $15. I requested to speak with his supervisor and was furnished an email address on 1/9/23 ***************** was emailed and a case # ******** was opened. As of today there is still no response regarding this situation. I am surprised by your company's response to this situation . The vehicle's damages were confirmed by reviewing the pictures taken by IAA staff when the vehicles were taken into inventory clearly showed no obvious damages. If we didn't ask to see the vehicles on your property it may have been a different circumstance. The repair estimates were submitted to ****** as he requested. I understand that the estimated cost for the repairs may not be to your satisfaction.

  

  Business Response

  Date: 01/24/2023

  Thank you for your email,

  I have read your complaint and have reached out to the branch manager to see if we can reach a resolve in this matter. As soon as I hear from him, I will reach back out to you with the results of the investigation inquiry. If there is anything else, you would like to share with me please reach me at the email address below.

  Thanks

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

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18866757
  
  I am rejecting this response because: Presently there is no resolution submitted. I would like to thank you Will for the prompt attention regarding this situation and understand it will take a little time for your investigation. I look forward to hearing from you soon.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/25/2023

  Thank you for your email.
  After speaking to the branch manager, He stated he tried to work with you and any issues that *** have happened in our branch. The vehicles came to use with wood repairs and only needing clips to assist fastening the bumper. It was also noted that there was some argumentive conversation between the two of you and you stated that you were going to file legal action against us. It was because of that statement that the conversation had to stop and be turned over to our legal department. Our legal department stated that they sent you a letter on 1/23/23 stating their findings. Hopefully this has helped us all to move forward and close this case out.
  

  Thanks 
  

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

  
  

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18866757
  
  I am rejecting this response because: The branch manager *************************, asked for me to get an invoice from a repair facility which I submitted to him on 12/5/2022. The vehicle that you are stating came to you with wood repairs and only needing clips to assist and fasten the bumper. The repair facility did not indicate this. Did *********** facility advise this? ****** stated by email the Audi TT- had wood hidden in the lower portion of the bumper with wood screws holding it together and also had non- automotive quality hoses running through it. Audi A4- Loose front bumper cover. The bumper was clicked back in on both sides prior to it leaving (****** and his associates from IAA made this repair according to what is written above).On this vehicle I (******) advised to get an estimate on the extremely minor damage claim that you (*******************************) brought forth.  It appears that you (*******************************) are trying to get us to pay for a replacement bumper,labor, paint, etc. for $1567.67.  This is completely out of line for a few replacement plastic bumper clips that can be purchased online for a mere $15.The amount for the repairs to the ******** - 2008 AUDI A4   and ******** - **** AUDI TT invoices have been submitted for your review and it seems as if we are only talking about one vehicle. Insinuations of prior repairs still do not justify the damages that were caused by negligence from improper handling by a fork lift to move vehicles back and forth. These vehicles run and drive. On 12/20/22 I requested to have ******* manager contact me regarding this situation. On 1/9/2023 there was still no correspondence and ****** was contacted again requesting a phone number or email for his manager. The email provided was incorrect an email was sent to ****** and he sent the correct one. I sent an email to ************** and **************** on this same day. There was no argumentative conversation or threats regarding filing legal action. I have not received any correspondence from your legal department. The only correspondence received was on the dates listed  1/25/2023   Your case is now closed Case No:03979421-ref:_00D1UyLl7._5003gO7gQM:ref and on 1/26/23  I am unable to find an account associated with this email address. Please submit any inquiries from the email on file. This correspondence transpired after the BBB was notified. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/07/2023

  Thank you for your responds back. I have reached to the branch manager and to our legal rep to see where we are on this matter. please allow them a couple of days to respond back to me.

  Thanks 

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  ***********************************************************************
  O ************ | *********************************************************
  Website www.iaai.com

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18866757
  
  I am rejecting this response because: The case  has not been resolved. I will honor  ****************** request for a couple of days to get  a response and resolution from the branch manager and their legal rep. 
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/01/2023

  Thank you for your email.
  

  I reached out to the legal department, and this is their response back.

  After reviewing this matter and speaking to the branch manager, I understand he stated he tried to work with you and any issues that *** have occurred at our branch. The vehicles came to us with wood repairs and only needing clips to assist fastening the bumper. It was also noted that there was some argumentative conversations between the two of you and you stated that you were going to file legal action against us. It was because of that statement that the conversation had to stop and be turned over to our legal department. Our legal department stated that they sent you a letter on 1/23/23 stating its position and findings. Hopefully this has helped us all to move forward and close this case out.

  Thanks

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18866757
  
  I am rejecting this response because:
  
  As stated previously I have not received any  letter from your legal department. The branch manager and myself did not have any argumentative conversation and he did not attempt to work out any issues. He recommended me to email  his supervisor. In which no response was received.  The matter at hand still is the damages that occurred by the use of fork lift at your facility. To make such a  statement that the conversation had to stop and be turned over to your legal department seems extreme and unnecessary . It's a simple resolution that your company has yet to resolve. We can move forward and close this case when some form of compensation is received as promised by your manager. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/06/2023

  Thank you for your follow up,

  I have reached back out to the branch and area manager and also cc'd our legal department and this issue and the letter that was stated went out to you. Please allow a couple of days for them to respond back and I will them follow back up with you about their message. thanks for your patience.

  Thanks

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

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 18866757
  
  I am rejecting this response because: We have not received a resolution to the promise made by your manager ************************* on 11/22/2022 for compensation for the damages that arose  from one of your employees at IAA. The damages were verified with the arrival pictures to the current condition on that day the damages were evident. The invoices for repairs were provided as per ******'s request on 12/5/2022. Now being three months later there still has been no compensation presented. Only asks for patience as the issue is investigated. Hopefully this will conclude this complaint with a resolution. 

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

  

  Business Response

  Date: 03/14/2023

  Thank you for your email

  This matter was turned over to IAA litigation. They responded to you with the following letter. 

  ******************,
  
  IAA has asked me to reach out regarding your threats of litigation related to two consigned stocks, both Audis:  TT (********) and A4 (34945203).
  
  Please direct all further correspondence on these vehicles to my attention.
  
  In the consignment forms for each vehicle, you agreed (among other things) as follows:
  
  You would maintain insurance on the subject vehicle and waive[] any claims against IAA for damage that occurs to the subject vehicle while being held for sale and
  You represented that all component parts are original and the repairs comply with applicable law.
  
  IAA denies it caused any damage to your vehicles and further denies it is legally responsible for any such damages.
  
  Moreover, our position is at least one of these cars was repaired in a commercially unreasonable (or even deceptive) fashion. 
  
  IAA will aggressively defend any such litigation.
  
  Very Truly Yours,
  *************************
  
  **********************************
  Litigation Counsel

  Because of this agreement you made the case has been closed.

  Thanks

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

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 18866757
  
  I am rejecting this response because: The correspondence from IAA is disoriented from the matter at hand. We have had numerous BBB correspondence regarding he said she said. The matter at hand again is that your manager along with myself and a witness seen the vehicles and your manager confirmed the arrival photos with the condition they were at that time that clearly showed damages. Your manager asked for invoices to compensate for the damages. I supplied the estimates from a third party. I have never threatened any legal actions as you have stated. . It is unprofessional to repeatedly accuse me of litigation attempts. It seems that your company continues to ask for time again and again to investigate. There has never been any compensation amount offered. If there was no compensation to be offered why would your manager ask for estimates along with correspondence to repairs he states himself and an associate did? Also remarking what he thought the cost should be? I have not closed this case and we have not come to any agreement.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/19/2023

  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.

  I used Peddle to sell a car that broke down in *********. I took an offer of $215 and made sure they knew payment needed to be mailed since it broke down 3 hours from my home address. On 1-12-2023 I reached out to Peddle for nonpayment. They called IAA in *******, ** and talked to ****. They gave me the number and I called and talked to her. She did not give me the case number but had the paperwork for the 2009 **** Fusion printed out. She said payment was mailed but after looking thru my emails from the post office, it was never sent. I have now left 2 voice mails and another today, 1-19-2023 with a ***** for a call back. I want a check sent out ASAP via a trackable ***********, ****** **** with a confirmation signature. I bet the car is gone so I cannot even arrange to get it back.

  

  Business Response

  Date: 01/20/2023

  Thank you for your email,

  After reading your complaint this appears to be something between you and the ****** Company as far as the agreement. I will reach out to the Portage branch manager and get information on this vehicle and the process for payment from 2nd party providers which Peddle is to us. As soon as I hear from the branch manager on this process and when a check may possibility be sent to you, I will reach back out to you. Please allow me and the branch manager a couple of days to correspond with each other on this matter.

  Thanks.

  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18856901
  
  I am rejecting this response because:

  **** at the Portage branch said that she mailed me a check which has never shown up, not do I have verification from them.

  I expect a check to be mailed via certified *********** or UPS.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/24/2023

  Thanks for your responds back. I have attempted a 2nd reach out to the branch manager for an explanation. If I don't get a respond back from him today I will escalate it up to the area manager. Thank you for your patience.

  
  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523

• Initial Complaint

  Date:01/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car at IAA *********-** *************) it was in the announcement that the miles were actual, but the title is market in the box were it says that there is an odometer discrepancy.... I called the branch several times, they got my number and never called me back, I spoke with the manager and nothing was resolved, I feel disrespected... I put in the attachment the picture of the Auction announcement and the picture of the title they sent to me.. thank you

  

  Business Response

  Date: 01/19/2023

  Thank you for your email, after reading your complaint I can understand your frustration. according to IAAI auction rules covering odometer readings are as followed.

    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, 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
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

• Initial Complaint

  Date:01/13/2023

  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.

  I bought a pickup through IAAI at a site in ******* in December 2022. I reside in ******** and had the truck shipped to ******** where it will be licensed. I submitted and affidavit stating this and also the bill of lading from the carrier. According to ******* statute (*********************************************************************************) I should be charged the ******** sales tax rate of 5.5% and not 7%. I have informed IAAI of this and they have not complied. See also ************************************************************, under "Auto and Watercraft Dealers."

  

  Business Response

  Date: 01/16/2023

  Thank you for your email,

  I have read your complaint and am sorry that you have been misinformed. According to IAAI auction rules, all public buyers (which you are) Have to pat the sales taxes for the state the vehicle was purchased. Also, you may have to pay an additional tax to the state you transported it to.  My suggestion is for you to check with your state DMV department for any info and or credits that you may be eligible for.

  Thanks

  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

• Initial Complaint

  Date:01/04/2023

  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.

  GMC VIN ***************** I paid total of $3074.11 It was stated as run and drive, with primary damage to be left side. This vehicle was incorrectly tagged. It was not a run and drive and infact had a damaged engine. IAA completely lied about this and gave misinformation. It cost over $12k to fix now!

  

  Business Response

  Date: 01/05/2023

  Thank you for your email,

  After reading your complaint and also noticing that you have been with us since 2017(Thank you for being a valued customer), nothing has changed as far as the auction rules describing "***************", which 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. The vehicle was tagged correctly when we received it. There is nor were any deception in the description of the vehicle at posting. you do have the option to ask the branch to resell the vehicle but there is no guaranty that if resold you will receive the same amount that was originally purchased for. If there is anything else I can assist or explain, please reach me at the email address below. 

  Thanks

  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

• Initial Complaint

  Date:12/29/2022

  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 have purchased several cars in their on-line auction (in person auctions are not allowed anymore) and have had the same type issue all the time but this time I decided to take action. I paid $9,633 for a vehicle listed as "run and drive" with "collision" as first damage and "rear right" as secondary. After spending two days trying to connect with the ******* South branch where the vehicle was in order to confirm the vehicle could be inspected because the pictures posted where too blurry but my calls were not answered. I spent hours in the phone listening to an automatic machine and I even left voice messages that were never returned. I am located in ** so I had to drive seven+ hours on Friday December 23 because if I didn't pay by the end of that day, I would have been assessed a late payment fee, storage, and/or renege fee. I ended up receiving a vehicle that did not drive, the damage was so severe it was impractical and cost of repair was beyond the one listed with the car. Their assessment was so poor that it mislead me in buying a vehicle that is only good for parts. I believe this should have been listed or at least the pictures posted should have shown the real damage. There was structural damage hidden behind a plastic they had put on in place of the rear windshield glass with was broken and not listed. The car did not start and it could not be driven even after replacing a tire. ** can inspect the photos in the stock files and you'll see the photos seem to have been blurred on purpose. There were at least eight irregularities which I listed in my message to the ******* South branch but this person couldn't care less and simply cited their bidding rules. If your practices are dishonest, your rules don't apply. I would kindly request iaai to review the photos and tell me if those pictures are good enough to make a fair judgement on the part of a customer. I already lost thousands last time you made a mistake when I bought a Prius that was listed as starting and driving but I t don't. When I requested the vehicle returned to them, the ******* branch made me title it (imagine what I had to pass through having to fix it so it could pass inspection and be titled) and I had to pay for the resale. I will consider a reimbursement for the amount paid plus the expenses I have incurred in order to bring the car to ** (a wheel and towing) if at all possible.

  

  Business Response

  Date: 01/03/2023

  Thank you for your email.

  After reading your complaint you stated you have purchased several cars from ** in the past. Therefore, I must assume you have read and fully understand what the auction rules are and also the descriptions of the statuses of those vehicles. Now I also understand things happen and I am willing to assist you as best as possible with this issue. First, I am going to need the stock number or vin number of the vehicle in question. also please add your buyer number. After I have received this information, I will reach out to the branch manager and also look at the photos posted. Again, we are sorry to hear of your unhappiness and we will truly look into this matter.

  Thanks

  ******* (********************
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team
  
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18648112
  
  I am rejecting this response because the rules should not be used to justify the poor quality of the service. There should be at least a minimum standard when it comes to photos posted. Also, the accuracy of the info should be checked.

  Stock #:34534810;

  Buyer #: 524127.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/06/2023

  BBB Complaint #********
  
  Thank you for your email. We have reviewed your complaint and reached out to the Branch Manager for clarification as well. Upon review. The image posted online shows that the rear windshield is broken. This vehicle was indicated that it was involved in a ********. IAA's policy with regards to ********* means the steering wheel simply has to make one full circle to the left/right and shift from park to drive and back to park and it constitutes a run and drive and meets the definition which is explained on the website in the buyer agreement. There should never be an expectation to turn the key and drive off the property with any salvage vehicle. With regard to the photos listed online. The photos listed are not blurry there is a glare from the sun Unfortunately, we cannot offer you reimbursement for the amount paid or the expenses. We apologize for any inconvenience this may have caused you.
  
  FYI- After reviewing your account, the address listed for your account is different from the address on your Driver's license and they need to be the same. Can you please provide us with proof of address for the address we have on file, please?
  
  Thank you,
  
  *************************;
  Supervisor, Customer Support
  **********************
  701 *****************, Suite 201 | *********, ** 60523
  Toll Free ************ | International: ************
  | ****************************************************** ***************************************************** Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm