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

  75 Lowell Rd Salem, NH 03079

• 

  Insurance Auto Auctions, Inc

  15369 Dunnings Hwy East Freedom, PA 16637

• 

  Insurance Auto Auctions, Inc

  49 Bairdford Rd Gibsonia, PA 15044

• 

  IAA

  87 Randolph Ave Avenel, NJ 07001

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:05/27/2025

  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.

  My Business Acct with *********************** had been compromised on 5/6/2025 and 3 vehicles had been purchased in ******* totaling $20,000 and I have yet to receive and update on my acct status

  

  Business Response

  Date: 05/28/2025

  Good Afternoon Mr. ******* *******, 

  Thank you for submitting your claim to ************** for review.
  After reviewing your account, we can confirm that it is still under investigation by our **************** under Case ID: ********.
  An email was sent to you on May 9th requesting a copy of the police report. As of today, we have not received a response.
  Please check your inbox for that communication, which includes important details on what the report must contain. To move forward with your case and continue the review process, it is essential that you reply to the fraud team with the requested documentation.
  Should you need further assistance, feel free to reach out.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23381858
  
  I am rejecting this response because: I sent all documents they requested on May 12 @ 9:43Am 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/02/2025

  Good ******************* *******,
  Thank you for your response regarding the claim.
  Please be advised that this matter has now been escalated to our Fraud and Legal teams, who will be taking over from here. They will be reaching out to you directly.
  At this time, we are unable to proceed further on our end. We appreciate your understanding and hope the issue is resolved promptly.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 06/02/2025

   
  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:05/23/2025

  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.

  On May 15, 2025, I purchased a 2014 ************* GL450 (VIN: *****************) via IAA Gardena through ************. I arrived at IAA on May 16, but the key did not start the vehicle and didnt match the lock. The staff confirmed I could leave the car on-site safely until May 21 while I arranged a service pickup.When I returned on May 21, the car had clearly been damaged on their lot: a broken passenger headlight, bent hood, and misaligned bumper/fender. These damages were not present when I inspected the car on May 16 and are not shown in the original auction photos. IAA's manager initially acknowledged the extension of storage but then refused any liability. I did not take possession or request release on May 16, as I couldnt operate the vehicle.The ************* dealership has confirmed the damage and the repair estimate is expected to exceed $2,000. IAA only offered $200 as a "courtesy" despite the damages clearly occurring on their secured property. I'm requesting reimbursement based on the dealer repair estimate, and formal acknowledgment of mishandling.

  

  Business Response

  Date: 05/27/2025

  Good Morning, Mr. Amkhad Aiubov

  Thank you for submitting your claim to Buyer Services.
  After further review, we are unable to assist with this matter, as the vehicle in question was sold directly to another buyer through our auction. As you are not listed on that buyer's account, we cannot process a claim on your behalf.
  We kindly recommend reaching out to the individual who sold the vehicle to you, as we are unable to release account-specific information to third parties.
  Thank you for your understanding, and we hope your issue is resolved promptly. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23371663
  
  I am rejecting this response because: I am submitting a formal rebuttal to the businesss response regarding Complaint ID ********, along with supporting documentation consolidated in the attached files titled: IAA_Claim_Evidence_Amkhad_Aiubov_Final.pdf.
  "IAA_Claim_Rebuilt_Final.pdf"
  
  While the auction was conducted via a broker account (************), I am the rightful purchaser and end-user who fully funded the transaction and took physical possession of the vehicle directly from IAA. This fact is supported by the attached sales invoice, Bill of Sale, Certificate of Fact, and IAA release receipt issued in conjunction with my pickup of the vehicle.
  
  Importantly, IAA voluntarily released the vehicle to me without requiring any verification beyond standard protocol, thereby affirming my status as the authorized and intended recipient. It is inconsistent for IAA to now deny my standing to raise a complaint.
  
  This dispute is not about pre-sale conditions or account ownership but pertains exclusively to damage incurred while the vehicle remained in IAAs custody post-salebetween the date of full payment and the physical release of the unit. As a bailee, IAA had a duty of care to safeguard the sold property during this interim. The photographic evidence and signed on-site damage assessment included in the attached file substantiate that this duty was breached.
  
  Given that the vehicle was demonstrably damaged prior to release and while under IAAs responsibility, I request that this complaint be formally reopened and reviewed on the merits of the custodial liability, irrespective of account origin.
  
  I am prepared to provide additional documentation or clarification as required.
  
  Sincerely,

  Amkhad Aiubov
  
  

  

  Business Response

  Date: 06/05/2025

  After a thorough review, we are unable to assist with this matter. The vehicle in question was sold directly to another buyer through our auction, and since you are not listed on that buyers account, we are unable to process a claim on your behalf. As previously advised, we recommend reaching out directly to the individual who sold the vehicle to you for further assistance.
  We appreciate your understanding and hope your issue is resolved quickly.
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23371663
  
  I am rejecting this response because: IAA's offer of $200 is not acceptable. Damage occurred during storage after purchase. ****** (************) is submitting an official statement to support this.
  
  Sincerely,
  
  Amkhad Aiubov

• Initial Complaint

  Date:05/22/2025

  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 purchased the vehicle from the IAAI *********** branch. After the payment was processed, I contacted ****************** in ***** to arrange for the vehicles pickup. Upon following up, I was informed by ******** that when their driver attempted to collect the vehicle, they were told it had already been picked up by another company.We investigated and discovered that the vehicle was released without a gate pass to a driver who was not on our authorized list. IAAI later provided us with information about the individual who picked up the car. The driver disclosed who hired him, where the vehicle was delivered, and even confirmed that he was paid via Zelle.The car was ultimately delivered to a location in ********. Given that the unauthorized party had access to our buyer number and the vehicles stock number, we suspect this may have been an internal breach.We have attempted to contact the manager at the *********** branch multiple times, but he has been unresponsive and has stopped answering our calls or providing assistance

  

  Business Response

  Date: 05/23/2025

  Good **************** ***** Camilie,
  Thank you for submitting your claim to IAA Buyer Services.
  After a thorough review, we found that the vehicle in question was released to a transporter who had the correct buyer number, stock number, and confirmation that the unit was paid for. Based on this, the release followed our standard procedures.
  We also reviewed our internal systems and did not detect any signs of compromise. Please note that your account currently has three other active users, and we have observed multiple individuals previously added to the account.
  To better assist all our buyers, we only require that a transporter provide the buyer number and stock number when picking up a vehicle. This helps ensure efficiency and avoids unnecessary delays in vehicle releases.
  Additionally, we have forwarded your claim to the branch manager for further review.
  We sincerely hope your vehicle is located soon. However, since the driver had all the correct information at the time of pickup, we were unable to deny the release.
  Best regards,
  *************start="1237" data-end="1240"> IAA Buyer Services
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23364022
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Louis ********

• Initial Complaint

  Date:04/28/2025

  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.

  IAA is participating in identity theft. One of their transporters is registered under my name and using my email address. I keep receiving pullout manifests showing that they are shipping dozens and dozens of cars to ***********, *******, etc. I am not a customer of ********************** and never have been. I did not buy or sell any vehicles in the **. I suspect someone has registered my email in the IAAI system for fraudulent activity. I've tried to reach out to IAA support asking to remove my email from their database, but my request was completely ignored.

  

  Business Response

  Date: 04/30/2025

  Good Morning Mr. ***** *********, 

  Thank you for submitting your claim to IAA Buyer Services.
  After further review of your inquiry, we have searched our database using the information you provided. However, we were unable to locate an account matching those details.
  Please confirm whether the email address you submitted is correct. Additionally, we would appreciate it if you could attach any emails you have received from us that display the associated email address. This will help us verify your claim and assist you more efficiently.
  

  We look forward to your response.

  Thank you, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:04/28/2025

  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.

  My 2017 ****** Yaris was sent to Insurance Auto Auctions (IAA) at ******************************************, after a collision. I contacted the facility to retrieve personal items from the vehicle multiple times but received no response. I was later informed the vehicle had been sold without any notice or opportunity to recover my belongings. I am seeking assistance in recovering my personal property and addressing this issue. The most valuable item inside the vehicle is garage door opener.

  

  Business Response

  Date: 05/01/2025

  Good Morning Mr. **** *****

  Thank you for reaching out and allowing us the opportunity to investigate your concerns regarding the personal property left in your 2017 ****** Yaris.
  After an extensive review and confirmation with our branch located at ****************************************************************, we regret to inform you that we are unable to recover any personal belongings from the vehicle, as it has already been processed and sold.

  At this stage, no further action can be taken to retrieve the items that may have been left inside.
  We understand how frustrating and disappointing this situation must be, especially in regard to items of personal or sentimental value.

  Please know that we take all inquiries of this nature seriously and did make every effort to explore possible options before reaching this conclusion.
  We sincerely apologize for any inconvenience this has caused and appreciate your understanding. If you have any further questions or if there is anything else we can assist with, please dont hesitate to reach out.

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:04/24/2025

  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 sold a vehicle to Peddle in which they informed me the buyer was this company. This buyer has the responsibility of taking care of all paperwork and transferring the title into their name and they have failed to do so. I contacted them on April 24 to inquire about the status of their transferring of the title into their name because I risk receiving tickets and am obligated to maintain insurance on the vehicle. It has now been weeks- when I contacted them to ask I was told Theyll do it when they get to it, Im not the girl What kind of customer service and professionalism is that? I am now going to suffer legal and financial damages due to this companies negligence and they have no care in the world, or any urgency whatsoever I assist in solving the matter. You can either do your part and register the vehicle and stop invalidating my concerns or legal troubles will arise. While youre at it, give your employees a ****** on proper customer service.

  

  Business Response

  Date: 04/29/2025

  Good Morning Mr. ****** ***

   

  Thank you for submitting your claim to IAA. 

  Can you please provide the full VIN number as we couldnt find anything under your name in our system. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 04/30/2025

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

  

  Business Response

  Date: 05/01/2025

  Thank you for reaching out.
  Please be advised that we are an auction house and do not purchase vehicles directly. Our role is to facilitate the sale of vehicles by connecting sellers with potential buyers through our auction platform.
  After further review and investigation, we have confirmed that the vehicle in question was sold through our auction. However, the seller of the vehicle was Peddle, not IAA. As such, we are not the buyer of the vehicle.
  We recommend reaching out to Peddle directly for any further information or concerns regarding the sale, as the vehicle is no longer in our possession and has been sold.

  Thank you once again, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:04/21/2025

  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 bought a car from IAAI auctions in ******** and in the description it said the car Runs and drives. It is a code they put on all their cars so incase your sitatution is like mine and you cant make it to the branch they let you know whether it is "stationary" Does not run or drive or they lable it "Run and Drive" which means that they turned it on with or without a jump box and the car started and moved backwards and forwards on its own. After I recieved the car, there was no way anyone was able to start that car. It was mechanically impossible. The fuel line had been cut as well as the wiring to the fuel pump and holes in the gas tank. I immediately let IAAI know and let them know what was going on,

  

  Business Response

  Date: 04/23/2025

  Good Morning , 

  Thank you for submitting your claim to IAA Buyer Service. 

  We appreciate your feedback regarding the run and drive vehicles.
  Please use the following link to review the Auction Rules that were accepted upon registration with us:****************************************************

  
  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.
  3. IAA MAKES NO WARRANTY OR REPRESENTATION FOR, AND UNDERTAKES NO DUTY TO CONFIRM THE ACCURACY OR COMPLETENESS OF, ANY INFORMATION PROVIDED IN ORAL, WRITTEN OR IMAGE FORM TO BUYER REGARDING ANY VEHICLE FOR SALE, INCLUDING INFORMATION PROVIDED BY A DEPARTMENT OF MOTOR VEHICLES, MOTOR VEHICLE DIVISION, OR **********************
  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 YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, TRANSMISSION TYPE, COLOR/WRAP, 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, BUYER SHOULD 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.
  7. ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION RUN & DRIVE) 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 TIME OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY TIME THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.
  

   

  Thank You, 

  Anai

  Buyer Service Supervisor

• Initial Complaint

  Date:04/18/2025

  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.

  Paid for upgraded membership to bid on Monday April 14th told it takes ***** hours for review and access to bidding its now been 4 days and I spent 200 dollars and Im starting to think I got robbed Your Case No:06504462-New buyer registration - Review needed-ref:!00D1U0yLl7.!500WR0UydNC:ref

  

  Business Response

  Date: 04/21/2025

  Good Morning Mr. ******* ********, 

  Thank you for submitting your feedback,  we have forwarded you a request through the case. 

  Sorry about the delayed as we are experiencing a high volume of registrations. 

  Thank you, 

  Anai 

  Buyer Service Supervisor 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23223384
  
  I am rejecting this response because:
  My account was never updated my bids are still not being accepted I cannot place bids even after payment of 200 to upgrade I waited over a week when it says it takes ***** hours and they sent me this vague message in response id like my account updated so I cannot place bids bid or id like a refund of my $200 dollars 
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/23/2025

  Hello *** ********, 

  I have personally taken ownership of the case since you communicated through the BBB site.  I have sent you an email to the email register to the account ************************************************************* on 04/21/2025 requesting a full image of the lease due to the paperwork if cut off. 

  But since their no respond, we have decided to close down the account and issue a refund back into the payment method. It should reflect back within 7-10 business days. 

  Thank ***************************************** Supervisor 

• Initial Complaint

  Date:04/16/2025

  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.

  1) #******** 11/25/24 $ ******** + $20 office fee first Vehicle that was to run and drive that is my issue run and drive means they started the vehicle and put it in to drive forward and back. That is not possible if the complete drivetrain was removed. 2) #******** 3/24/2025 $435.00 What made me file this dispute was buying a second vehicle and the same parts were removed. I was furious at this point because I bought the second vehicle for the parts for the first one. Someone is removing these parts. I tried reaching out to 2 GM's one replied and took the position he was going to do nothing. the second ** did not even respond. Tried to contact corporate office they have no email for resolutions or contact was able to reach their corporate number left a message with all my information and contact info and didn't get a call back

  

  Business Response

  Date: 04/21/2025

  Good ************************************ you for submitting your claim to IAA Buyer Service. 

  We appreciate your feedback regarding the run and drive vehicles.
  Please use the following link to review the Auction Rules that were accepted upon registration with us:****************************************************

  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.
  3. IAA MAKES NO WARRANTY OR REPRESENTATION FOR, AND UNDERTAKES NO DUTY TO CONFIRM THE ACCURACY OR COMPLETENESS OF, ANY INFORMATION PROVIDED IN ORAL, WRITTEN OR IMAGE FORM TO BUYER REGARDING ANY VEHICLE FOR SALE, INCLUDING INFORMATION PROVIDED BY A DEPARTMENT OF MOTOR VEHICLES, MOTOR VEHICLE DIVISION, OR **********************
  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 YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, TRANSMISSION TYPE, COLOR/WRAP, 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, BUYER SHOULD 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.

  7. ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION RUN & DRIVE) 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 TIME OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY TIME THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

   

  Thank you, 

  Anai 

  Buyer Service Supervisor 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23214727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/10/2025

  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 the highest bidder on a timed auction where the reserve was met. At the end of the auction it stated no sale although it showed reserve was met. I then got an email stating that I was the high bidder but the reserve was not met. I tried calling the selling branch and they told the reserve was met but someone else outbid me by $50 and won the auction. This was impossible since the bid increment was $100 and I got a email saying that I was the high. The vehicle was sold for a lower amount than what my bid was through the buy now feature which leads me to think that there were some sort of unfair activity that favored someone else buying the vehicle without going through the fair bidding process.

  

  Business Response

  Date: 04/15/2025

  Good **************** *******

  Thank you for submitting your claim to Buyer Service. 

  Can you please provide the stock number in question in order to run a report. 

  Please also be advise branches no longer control the high volume bids, that is enter and change by the seller. They are the ones who make the final decision. 

  Thank ***************************************** Supervisor