Business Profile

Auto Auction

IAA

Headquarters

Complaints

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

Customer Complaints Summary

243 total complaints in the last 3 years.
80 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/25/2022
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.
Change the vehicle with a running vehicle
Business Response
Date: 11/01/2022
ID of ********

Thank you for your email, in order to better assist you can you please provide us with some basic information? What is the stock # of the vehicle in question? If you are unable to provide the stock # please provide the ***** We also will need to have your IAA Buyer #. Once this information is received we can review it further.

We have started a case on your behalf. The case # is 03851960

Thank you,

*************************;
Supervisor, Customer Support
**********************
701 *****************, Suite 201 | *********, ** 60523
Toll Free ************ | International: ************
| Email ************************************ | Website www.iaai.com
Initial Complaint
Date:10/20/2022
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.
We have purchased 2014 Freightliner stock number ******** price of $22,099.00 dollars truck has transmission problem they did not advertise ,We filled paper work to resale they advertise same truck transmission problem stock number ******** truck brought $8,955.00 half of what we paid for, We asked them why did you advertise transmission problem we do not have to pay $22,099.00 dollars we should paid $8,955.00 I demand our money back they did false advertisement this IAAI special division *********** person Mune.
Business Response
Date: 10/20/2022
Thank you for your email, after reviewing your concerns, it appears that you have been in contact with **** from our ****************** in regard to this matter.

Below is a copy of the communication that was sent to you. Unfortunately, we will not be able to issue you a refund for this purchase. We apologize for any inconvenience this may have caused you.

Hello Sir,

You purchased this unit on 8/10/2022 under stock ********, it was listed as run and drive with engine video and no transmission info, sale amount was $20000, you then decided to relist it under stock 34181940 and yard put transmission damage in the notes and we couldnt delete the notes so we cancelled that stock and created a new stock for you, ********, todays bid was $ 8225.00

Buyback is not an option in this case, all units are sold as is, where is with no warranty. It is buyers responsibility to inspect the unit before bidding on it.

I will go ahead and reject the bid today and we will rerun it for you.

Please let me know if you have any questions.

Buyer Rules:
7. 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. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

Thank you,

*************************;
Supervisor, Customer Support
**********************
701 *****************, Suite 201 | *********, ** 60523
Toll Free ************ | International: ************
| Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
Initial Complaint
Date:10/12/2022
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.
The name of the business is Greater *******************. There located in ********** ********. I dropped off my 2007 Range Rover to be auctioned off. I have literally paid for a new paint job along with tint windows and a car detail before dropping it off, this car is in great condition looks and runs great! On Aug 8, of this year, after not even getting one bid for two weeks I proceeded to pick up my car two Fridays later I dropped it off. When picking up my vehicle I just hopped in my car drove it home parked it in the garage walked away. After a couple days pass I open the garage to go get new brakes and I see that they have crash my car on the passenger back side!! I immediately called and ask them can they review the cameras and can they hold the employee accountable who did this and get this fixed. They told me the manager was not in so I put all my clothes and headed up there to wait on him to get there. Once I arrive to my surprise he was there and the first thing he said is we are not responsible for your car being crashed. I ask him can he review the cameras first before telling me that he is not responsible he told me he is not reviewing anything. Treated with nothing but disrespect, he refused to do anything and then I said OK and walked out of his establishment. He called me later and said that he apologize and that he would get the light fixed that was broken in the crash, and pull out the dents out that was also caused in the crash when it was in their possession. It has been a month and I have called every couple of days and they just keep giving me the runaround. There are no telling how many other customer cars does not sale for the highest price or doesnt sell at all because they caused damage and not tell anyone and not being held accountable in any way. Please help this is all I have left and now I cant even sell it for the most that I could get. I dont have enough money to *** so this is it for me l, please help. In any way please.
Business Response
Date: 10/13/2022
Thank you for your email, I am saddened to hear of the treatment and issue that happened to your vehicle. I do need to know the *** number or stock number of the vehicle. once I receive that information, I will be better prepared to look into this incident. If there is anything else you would like to share with me, please reach me at the email address below.
Thanks
******* (Will) *******
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Customer Answer
Date: 10/17/2022

Complaint: 18201866

I am rejecting this response because:

Sincerely,

***************************
My VIN number for my 2006 Range Rover is
*****************
please help they treated me like horrible and I have video of how I was treated if needed.
Business Response
Date: 10/20/2022
Complaint: 18201866

Thank you for your email. After a review of the vin#, ***************** you provided it does not appear that this vehicle was at one of our locations. Based on your complaint the name of the Business is Greater Detroit Auto Action. They however have no affiliation with IAA, you would need to reach out to them directly. Sorry for any inconvenience this may have caused you.

*************************;
Supervisor, Customer Support
**********************
701 *****************, Suite 201 | *********, ** 60523
Toll Free ************ | International: ************
| Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
Initial Complaint
Date:10/11/2022
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 own a dealership in *********, I bid on cars regularly at the IAA ******* locations. I never had an issue till I started overpaying them for delivery to ********* using their IAA ********* services which took 3 weeks to deliver. I bid on a car, online it said that the key was present, so when the delivery again was pushing the 2 week ***** I lost my patience and decided to come down and pick it up myself, where after 3 people looked all over the car the key was missing. It was present in all the videos and pictures listed on website. They simply shrugged and said it was stolen and not their problem. They would not refund me the car, they made it a point to tell me how much it wasnt their problem after falsifying the status of the car on their website. I would like a refund for the car for their lack of professionalism and if they refuse, I would like them to make a new key, which costs around $500 and deliver it to ********* at no cost. They made me waste weeks waiting for a car that was nothing like the description listed on their site.
Business Response
Date: 10/12/2022
Thank you for your email, to be better able to assist you I need to know the stock or VIN number of the vehicle in question along with your buyer number. Once I have received that information, I will be able to better investigate the matter. If you have any other questions or information you would like to share with me, please reach me at the email address below.
Thanks
******* (Will) *******
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Customer Answer
Date: 10/12/2022

Complaint: 18200030

I am rejecting this response because:
Id like for the situation to still be remedied. Our buyer number is #******. The stock number is #********. I have attached pictures of the listing where the key is present. When we picked it up the key was not present and the employees werent trying to figure out any solution or explanation as to why the keys were missing and making it a point to let us know that it was not their problem.

Sincerely,

**********************************************
Business Response
Date: 10/20/2022
Complaint: 18200030

Thank you for your email, we have reviewed your claim and were sorry to hear that you're having an issue with a purchase you made from us. We unfortunately are not responsible for keys being present when a vehicle is being sold. IAA will take a photo of the vehicle once it is received and checked in and upload those photos online. As stated in our disclaimer online. IAA is not responsible for missing parts. It is the Buyers responsibility to inspect and confirm the noted parts are present prior to placing a bid.

*************************;
Supervisor, Customer Support
**********************
701 *****************, Suite 201 | *********, ** 60523
Toll Free ************ | International: ************
| Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
Initial Complaint
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My buyer's account with IAAI was in good standing and I had already paid the $250 annual membership fee in May 2022. My buyer account is blocked for an illegitimate reason. I sold a vehicle at IAAI in May 2022. I received a phone call from IAAI on August 23rd and I was told that I need to buy back the vehicle that I sold almost four months ago. I explained to them that a vehicle cannot be arbitrated after such a long time. During the four-months time, the vehicle was sold twice at IAAI. When I sold the vehicle at IAAI, the buyer had plenty of time to raise the issue and request arbitration before they sold the vehicle again at IAAI. I was told that the vehicle has rust and need to buy it back for this reason. When I sold the vehicle, it was in great shape and I didnt see any signs of rust. I am not sure what the buyer did during this 4 months period. If there was an issue it should have been raised right after the purchase in early May. The buyer had multiple opportunities for arbitration before they sold the vehicle back at IAAI.I don't mind if IAAI still wants to block my seller's account but blocking my buyer's account doesn't make any sense. I request that BBB intervene in resolving this issue.Thanks and best regards,***************************
Business Response
Date: 10/10/2022
Thank you for your email, I have emailed a message to the branch manager to get a better understanding of the matter. As soon as I hear back from him, I will be reaching back out to you with the resolution. if there is anything else I can assist you with or you would like to share with me, please reach me at the email address below.
Thanks
******* (********************
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Customer Answer
Date: 10/18/2022

Complaint: 18169348

I am rejecting this response because:
I would like to bring to your attention that the matter hasnt been resolved yet. Your email dated October 10th stated that you received a response from the business claiming that they had forwarded the matter to the concerning branch for their input. In that email the business had promised to reach back out with a resolution. I am not sure if they contacted you.
I request you not to close the case at this time. Your help will be highly appreciated.

Best regards,

Sincerely,

***************************
Business Response
Date: 10/20/2022
ID of ********.

Thank you for your email, unfortunately, after reviewing of information provided the final decision related to your claim. IAA's decision is that your account will remain inactive.

*************************;
Supervisor, Customer Support
**********************
701 *****************, Suite 201 | *********, ** 60523
Toll Free ************ | International: ************
| ****************************************************** ***************************************************** Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
Customer Answer
Date: 10/22/2022
Complaint: 18169348

I am rejecting this response because:
I paid to be a buyer at IAAI. My buyer account has always been in good standing. They have no right to block my account. It seems like it is a clear case of discrimination. I will definitely take a legal action against IAAI. In the meanwhile, if the IAAI doesnt want to unblock my buyers account, they must refund the membership fee.
Thanks

Sincerely,

***************************
Tel. ************
Initial Complaint
Date:10/04/2022
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 purchased a vehicle that has a title and was listed as runs and drives. When I picked up the vehicle after warming it up, the vehicle is unable to aquire a speed greater than 2 mph. I requested a refund and they informed me that the vehicle meets their standards of runs and drives. I would believe that for $4,411.42 that I would be able to drive it home.
Business Response
Date: 10/05/2022
Thank you for your email, The IAA auction rules state that the definition for vehicles listed as run $ drive means the following: 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. If you are unhappy with your purchase, you can speak with the branch about reposting the vehicle for auction but there would be no guaranties. If there is anything else you would like to share with me please reach me at the email address below.
Thanks
******* (Will) *******
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************

Customer Answer
Date: 10/05/2022

Complaint: 18165915

I am rejecting this response because:

Sincerely, would you find a vehicle that you paid over 4 thousand dollars for and the price was set by you or a third party. I would believe that you would assuring the customer that this vehicle has at least that as a base value.

***********************
Business Response
Date: 10/10/2022
Thank you for responding back, again we are sorry you are unhappy with your purchase. Since we did follow the IAA auction rules the other option that you have if you are unhappy with your purchase, you can speak with the branch about reposting the vehicle for auction but there would be no guaranties. If there is anything else you want to share with me, please reach me at the email address below.
Thanks
******* (********************
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Initial Complaint
Date:10/03/2022
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.
a 2006 **** Escape Hybrid SUV was purchased from IAA on 9/14/22. After taking delivery of vehicle, it was discovered that both catalytic converter units were missing. Inspection prior to vehicle sale was not allowed, and vehicle keys were not provided. This was likely for the purpose of concealing these costly missing components. IAA routinely sells vehicles to the public for the *** ********** of *********************** Services (DCAS). The issues were brought to the attention of IAA immediately after discovery and video/photographic documentation was provided to the *******, ** branch manager. Upon in-person follow-up on 9/19/22 by myself, I was told that they "can't do anything about it." No refund, no price adjustment, and no repairs. Vehicle was NOT salvage and was sold with clear title.
Business Response
Date: 10/04/2022
thank you for your email, To better be able to assist you with this complaint I will need your buyer number and also the stock or VIN number of the vehicle in question. Once I receive that information I can then reach out to the branch manager and see what can be done if anything. I will follow up with you after I have heard from them. I have created a case number for your complaint and it is ********. If there is anything else you would like to share please reach me at the email address below.
Thanks
******* (Will) *******
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Customer Answer
Date: 10/04/2022
Buyer number is ****** (******************) and Vin number for vehicle is *****************.

Complaint: 18161630

Sincerely,

*********************
Business Response
Date: 10/05/2022
Thank you for sending the requested information, I will be reaching out to the branch manager and seeing if there is a resolve, we all can possibly agree on.
Thanks
******* (********************
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Customer Answer
Date: 10/09/2022

Complaint: 18161630

I am rejecting this response because:
I am still waiting for a response from IAA regarding a resolution to my complaint. The corporate office stated they would reach out to the branch office from which the vehicle was purchased through, and I have yet to receive any updates. No proposed settlement has been conveyed to me by any agent of IAA to date.

Sincerely,

*********************
Business Response
Date: 10/11/2022
Thanks for your response back. I have sent another request to the branch manager for an explanation of this matter and have yet to hear back. I will give him an extra day then if I haven't heard anything I will then escalate it higher.
Thanks

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

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Business Response
Date: 10/24/2022
Hello,

Thank you for your patience.

Unfortunately the branch manager has not provided an update with regards to your claim. I have sent another request and escalated the claim to their Area Manager. We will provide further communication once a response has been received.

Thank you,

Summer Abutaha
Supervisor, Buyer Services

IAA
701 *****************, Suite 201 | *********, ** 60523
Toll-Free ************ | International: ************
Email ************************************ | Website www.iaai.com
Buyer Services Hours | M-F: 6:30am-7:00pm | Sat:8:00am-5:00pm CT
Customer Answer
Date: 10/25/2022

Complaint: 18161630

I am rejecting this response because:

I have been dealing with this issue for over a month and I hope that some resolution can be reached soon. I appreciate your assistance, but it it unacceptable that the branch managers refuse to cooperate. They were unwilling to render any assistance when I initially brought the issue to their attention a month ago.

Sincerely,

*********************
Business Response
Date: 11/01/2022
Thank you for your email. We have reviewed your complaint and have been in contact with the Branch Manager and the Area Manager. Are finding is as follows: This vehicle was advertised as a stationary start and the keys missing. We allow preview every Monday at the branch from **** to view these vehicles in the yard. It appears this vehicle was picked up on 09/14. We were notified of the missing CATs on 9/16 after the vehicle had left the yard. IAA cannot confirm the CATs were missing at the time the vehicle left IAA and we cannot be responsible for what happens to a vehicle after it leaves our premises. Based on our auction rules IAA does not guarantee that the vehicles will have a Catalytic converter, keys, or VIN Plates and whether or not a car starts or runs. Buyers understand that IAA is not responsible for mileage or odometer discrepancies. Unfortunately, we will not be able to provide a credit or a refund. We apologize for any inconvenience this may have caused you.

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 CT
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*************************
Just now

Customer Answer
Date: 11/02/2022
The vehicle was removed at the end of the day and placed in a secure storage yard right across the street from the IAA yard. The branch office was notified immediately on the next business day. Video documentation was provided to the branch manager Ms. ******** The cuts on the exhaust pipe were the catalyst was removed were ***** so it was not recently removed. I have thoroughly documented this issue. It is a violation of federal and state law to tamper with emission systems or sell vehicles with tampered emission system. This is not a salvage vehicle. IAA operates as a NY licensed auto dealer and is bound by *** regulations and state law. This matter will be referred to the *** for investigation. I have given IAA every opportunity to rectify the situation internally and they have chosen not to.

Complaint: 18161630

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:09/25/2022
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.
Bought a car from iaai which stated that it had , 23k miles on it and on title they signed it saying 23k miles on it It was 2010 ****** prius got the car had 238k miles on it I overpaid for it blue book value , they will not buy back the vehicle , and when I mentioned a lawyer they stopped taking to me! This car was a donation car, and company that makes millions a day ,can't fix a issue that was there fault , tells you alot about the business model and that there not honest and just will write anything on the car description to sell you the car even if it is false , so buyers beware doing business with iaai they will rob you with fees and fake information case # ********
Business Response
Date: 09/27/2022
Thank you for your email, it appears you are making a complaint about the mileage on stock # ******** a 2010 Prius about a misprint on the odometer. When we look at the photos of the vehicle it clearly show the correct mileage of ******. The responsibility falls on the buyers to fully investigate mileage, condition ect. The options available are Carfax reports or attending the preview day to look at vehicle's before making a bid. These are salvaged vehicles and are sold as is. we are sorry that there may have been a misprint elsewhere but the photo shows the correct mileage and you stated to a specialist when you called buyer services that you did see the photo of the correct mileage. If there is anything else you would like to share with me, please reach me at the email address below.
Thanks
******* (Will) *******
Supervisor, IAA
Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************

Customer Answer
Date: 09/27/2022

Complaint: 18126013

I am rejecting this response because: You have signed a legal document which is a title stating it 23k miles and also same on your website, it sounds to me iaai just posts fake information , just to sell a vehicle without taking responsibility for their actions , sounds like you guys don't care about what you state on your site even if it's false informations!

Sincerely,

*********************************
Business Response
Date: 09/29/2022
Thank you for your response, I will attempt to reach out to the branch manager at the ************ South branch and see if there is anything we can do about this issue and reach back out to you after I have heard from them. if there is anything else you would like to share with me, please reach me at the email address below.
Thanks
******* (Will) *******
Supervisor, IAA
Buyer *********************** ******************** Complaints, ******* /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Initial Complaint
Date:09/21/2022
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.
IAA auction on ***** in corpus repoed my car fine I was behind a payment no problem we get a hold of the lien company to go we went and paid it my son-in-law comes to get me when he's on his way to get me he calls IAA to find out when we can pick up my car he comes and gets me he's at my house 10 minutes then it takes us another 30 minutes to get where they're at the whole time she's got him on hold he walks in she's still got him on hold she's sitting there at the desk filing her nails then proceeds to tell him that she can't he can't pick up the car till after 3:30 because for insurance purposes they have to inventory what's in the car well we get the car home and I had a $20 lottery ticket above the visor it was gone I had probably $40 worth of silver change in my center console it was gone they tore everything out of my car and threw it all around she was just very rude and I don't like thieves they shouldn't have people like that working there thank you
Business Response
Date: 09/22/2022
Thank you for your email, we are very sadden to hear of this situation you had to experience. If you send me back the vin number of the vehicle in question along with the branch location that you were at, i will research the matter and also inform the branch manager of the behavior the staff there preformed. Again we apologize that you went though something like this and we went to express that we expect our employees to treat and behave in a professional manner always. If there is anything else you would like to share, please reach me at the email address below.
Thanks
******* (Will) *******
Supervisor, IAA
Buyer *********************** ******************** Complaints, ******* /******* Escalation Team

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Initial Complaint
Date:09/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been working with The Clunker ****** to have them purchase my **** Blazer and tow it off the property. The Original Date for this to happen was 8 Sep, between 8a and 12p. I was home all day, phone in hand, waiting for someone - anyone - to show up, tow the vehicle, and hand me what had been offered. No one showed. No one called. When I contacted The Clunker ******, I was informed that someone had attempted to contact me but was unable to reach me. Apparently they couldn't get through what with all the scam Amazon calls I was receiving. The pick up as rescheduled for 15 Sep, same time. Again, I waited, phone in hand. I was able to receive messages and phone calls, nothing from the tow company. Until I called them at approximately 11am. Then I was told the driver was in Puyallup, which is 2+ hours away. He said he wouldn't be able to get to me until 3p. Around 230p, I received a text saying the company canceled the pick up, without a reason. I called the company and was educated that the order was still "pick up pending" and there would be no more information until tomorrow. I was also told that if I didn't want to wait around a whole day again, I could just leave the title and keys in the car. I explained how asinine that idea was.
Business Response
Date: 09/16/2022
Thank you for your email, i have read your complaint and am not sure you sent this to the correct company. It sounds as though you made an agreement with "Clunker ******", which has no affiliation with IAA. The BBB complaint should have been with Clunker ****** who is not fulfilling your agreement with them. I hope you are able to get things resolved.
Thanks

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

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Customer Answer
Date: 09/21/2022

Complaint: 18034151

I am rejecting this response because:
Growing up, I had a poster on my wall titled "Who's Job Is It?" It spoke of Anybody, Somebody, Everybody, and Nobody, and imparted lessons on accountability and responsibility. While that poster didn't survive my childhood those lessons surely did.
Two businesses were supposed to be working in concert to bring about a desired end, and neither one could be bothered to say they were the ones that dropped the ball. It should not have come down to an escalation in order to square everything away properly.
I do appreciate that someone was able to pick up the vehicle on the third scheduled date and time. It truly freed up the rest of my day.

Sincerely,

*************************
Business Response
Date: 09/23/2022
Thank you for your response back, i agree with you that business should work together to help the consumers but in this matter you made an arrange with "Clunker ******" to pick up your car and bring to IAA for auction. IAA doesn't take responsibility of any vehicle until it is delivered to us. Clunker ****** is the company that did not fulfill you all's agreement on time and place for a pick up. Again we are very sadden to her of this ordeal but we have nothing we can do about other company's agreements.
Thank you

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

701 ***************** |Ste. 201|*********, ** 60523
O ************ | *********************************************************
Customer Answer
Date: 09/26/2022

Complaint: 18034151

I am rejecting this response because:
This has become a circular discussion.
The Clunker ****** made the offer, employed IAA to pick up the vehicle on which they made said offer. IAA (after three scheduling attempts and involving the BBB) was eventually successful in picking up the vehicle and delivering a check made out to me not from The Clunker ****** but IAA. Now, in my estimation, this appears to be a working partnership between The Clunker ****** and IAA, no matter how fine one splits the hairs. The point I'm making is that the proverbial ball had been dropped on more than one occasion and this entire process has the potential for improvement all the way around.

Sincerely,

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

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