Complaints

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

close

Find a Location

IAA has 166 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/01/2022

  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 went online to Clunker ****** to sell my 2007 ***** Silverado truck. They made me an offer of $2,330.00. I sent them 20 + photos per their request. They scheduled an appointment to pick up the vehicle. IAA Towing at ******************************************************** came and picked up my truck and gave me a check for the amount. When he gave me the check he advised me to fill out the release of liability to IAA Towing and not to Clunker ******. I deposited the check into my bank account and they put a 12 day hold on the check because they said the check may not be paid because information they have received from the paying bank or due to information they have within their own files. So I was not surprised that the check was rejected and not paid. I started researching the information on the check myself online. The payer on the check is Insurance Auto Auctions Two ************************************************************************************************************* and it has the business logo for IAA towing. It says **** of ******* N.A. ******* *******. So I verified the routing number on the check and it matches **** of ******* but not in ******* ******* it's routing number for ********, **. So I called the phone number for **** of America for the verify ********************** and they informed me that they had no match for an account that matched the account number that was on the check. So the bottom line is they STOLE MY CAR and gave me a fraudulent check that has now caused me a series of problems and restrictions with my bank and account.

  

  Business Response

  Date: 09/01/2022

  Thank you for your email, sorry to hear you are having issue with your sell. If you provide me a copy of the check that was given you, and or the routing and account number associated with the check. I will be better able to assist you with this issue. If there is anything else or you want to send that information directly to me, reach me at the email address below.

  Thanks

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

• Initial Complaint

  Date:08/27/2022

  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 a truck which i brought it to IAAI to sell, They gave me a stock # ********, The info and details this time were accurate, but it did not bring as much as i needed, so i pull it out, payed the fees, after a few days i had decided to try again to sell it, i took it back they took it and when i looked on line they describe it totally wrong, this time they gave me a different stock # which is : ******** I have called them to correct it and to this point they had not. My obvious concern is that who ever is in charge of giving the descriptions, ether don't care and puts wrong information, or they want to s**** people off. Please make the person in charge of the descriptions responsible for the job they are there to do. This situation is at ********** branch in the *****************************.

  

  Business Response

  Date: 08/29/2022

  Thank you for your email, It is great to hear that you have faith and trust in us to help you sell your vehicle. It looks as though your first attempt to sell did not bring in as much as you would have hoped and you pulled the truck from auction. You then asked us to try again to action off your truck and we followed the IAAI auction rules and placed the description of the truck as new areas of interest came up about the truck. IAAI rules state: . 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. I will follow up with the ********** branch and get their feedback on this vehicle also. If there is anything else you would like to share with me about the vehicle, please reach out to me at the email address below.

  Thanks

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

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my car repoed by TitleMax on 8.16.22. On **** I went to pick up my personal belongings from the car, the lot worker brought things from my vehicle but not everything that was in the vehicle.I paid all necessary monies to Titlemax on 8.24.22 to pick up vehicle from IAA. On 8.25.22 Iade an appointment @ 9:30 am on 8.25.22 to pick up car waitlisted over an hour to get car released to me. Upon getting vehicle headrest was missing on passenger seat, found in the trunk, I also found personal items that I presumed missing still in the vehicle.I drive half a mile to the gas station and as soon as I pull to the pump the car dies with my 2 mo in the car, I got the car jumped and made it home, got the car in a parking spot and before putting the car in park it does again. I put it in park and grab my baby bring her inside and ants were crawling on her, I go outside to the car after getting them off her to doscover and about 200 ants in the car , called IAA and spoke to ****** and she basically said there is nothing they can do regarding the ants, and told me I would have to bring the car back to them to see if there is a key issue. The car wont turn on or anything! They wont even assist me in getting the issue fixed. I would have to pay to have it towed back to IAA ************,** so they can have a technician check the programming in my key. My cars computer is doing weird things, this car is 17 years old and been in good condition , other than a wear for its age .

  

  Business Response

  Date: 08/29/2022

  Thank you for your email, after reading your complaint a couple of things you mentioned stood out to me. First let me say I hope your baby was ok from the ant situation. Secondly you stated that your vehicle was repossessed on 8/15/22, You went to pick your car up two day later on 8/18/22. You paid TitleMax on 8/24/22 and picked up your vehicle from IAAI on 8/25/22.I am not sure nor would anyone be able to say when or where the ant infestation occurred at. As far as your personal items some of them could have been placed in certain locations before we receive the vehicle. Our policy is that when we receive a vehicle if there are any personal item seem, we place them in a box and hold them for the owner to retrieve within a certain timeframe. Also we don't do anything mechanical to any of the stock we receive, If there was any mechanical issue with the car it was all ready there and happening. This is not an IAAI issue on how the vehicle was performing when it was sent to us or how it preforms after it leaves us. Also, if you send me the vin number of the vehicle, I can reach out to that branch and see the video tapes of when we received the vehicle and when it left.   If there is anything else I can assist you with you can reach me at the email address below.

  Thanks

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

  Customer Answer

  Date: 09/01/2022

   
  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. I will reach out to the business directly.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/26/2022

  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.

  On 8/13/2022 I purchased stock number ******** on a 'Buy it now' from the ************ South branch of IAA. I paid $796.51 including auction fees. They have 3 options for how they list the cars. 1. Stationary, 2. Starts, 3. Run and Drive. This car was listed as "Run and drive." It is an insurance auction, I expected it to have issues. I had it towed to ************************ ($217) to find out what those issues were. It did have multiple issues that are not relevant to this complaint. The reason for this complaint is that there was no oil pan, no oil in the engine, and the engine is seized. When I contacted customer service, they said "Run and drive. It is the buyers responsibility to acertern, investigate, and inspect the vehicle before placing a bid."'Run and Drive' and an engine that will never run again are two vastly different things. I get what they are saying, and if the engine wasn't destroyed, there would be no issue. They listed a destroyed engine as 'Run and Drive'. That is my complaint.If the video they placed on the listing is actually from this vehicle, they are likely the ones who destroyed it, starting it with no oil. I am still waiting for the bill from the mechanic. They had to put tires ect on it to even get it in the shop.

  

  Business Response

  Date: 09/01/2022

  Thank yo for your email, sorry to hear of the confusion pertaining to 'Buy Now' vehicles and what "Run & drive" constitutes. as stated in the IAAI auction rules, 1) IAA may offer vehicles on its Buy Now platform, which allows vehicles to be purchased outside of an auction format. ***** acknowledges and agrees that these Auction Rules apply to Buy Now vehicles. 2) IAA may, in its discretion or for a fee, provide an IAA Vehicle Score. This score is a subjective estimate of the vehicles condition. At all times, the Disclaimers, Representations, and Warranties in the Auction Rules control, and the IAA Vehicle Score does not represent or guarantee that the Vehicle can be repaired, that its engine starts or that it qualifies as a Run & Drive, or that it has limited damage or all panels intact. Also, 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 **** 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. Again we are sadden to hear that you are unhappy with your purchase and if there is anything else you would like to share with me about this complaint, I can be reached at the email address below.

  Thanks

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

• Initial Complaint

  Date:08/24/2022

  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.

  My vehicle was (picked up)repossessed from the company. Which I was told I could pick up all my personal items that was left in the car within 60 days. The items I left in the car was personal documents..(birth certificate, social security card) in the glove compartment, and shoes in the trunk. When I called to schedule to pick up my personal items they told me I didnt have anything left with them, as they only check was visible in the car, but dont check the trunk or glove compartment!!! Excuse me?? Thats not whats on the paper. It says ALL PERSONAL ITEMS wheres the tag?

  

  Business Response

  Date: 08/25/2022

  Thank you for your email,

  After ready your complaint there are a couple of questions that I need an answer to so I will be better able to assist you.

  First, who provided the towing service? Also please send me your buyer number and the stock number of the vehicle in question. after I have received this information I will be able to reach out to that branch and speak to the branch manager about this issue and see if it can be resolved. If there is anything else that you would like to share with me about this issue please reach out to me at the email address below.

  Thanks

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

• Initial Complaint

  Date:08/19/2022

  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 van through the broker ****************, which was listed as the condition "Run and Drive." I knew it might not be in good shape but if it ran and could drive, that was good enough for me. I wired the $3,500+ to the broker, and paid someone to drive me to ****** to get the van. However, when I got there it would neither run nor drive. I believe that the auction and/or ************** either listed it fraudulently as running and driving OR they removed the transmission after it arrived. Otherwise, there is no explanation for why it would not run and drive. They told me they would refund half of my money but not all of it. This is a scam, and a way for them to get money from me and then the next person they scam by selling it again and again. I would like a full refund (when I actually am probably owed more because I paid money out of my pocket to drive down and then had to pay someone again to drive me back when the van did not run).

  

  Business Response

  Date: 08/22/2022

  Thank you for your email, I have read your complaint and there are a couple of items I would like to share with you about your purchase. First is that you stated you purchased the vehicle from a Broker. That is great, now when affiliated with a brokers account any issues or problems can only be expressed and addressed to that broker. Then that broker will reach out to IAA customer care Broker account division for a resole or explanation. I also want to share with you what exactly "Run / Drive' means which is also stated in the IAAI auction rules. IAAI rule #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 **** 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". After reading the rules as they pertain to "run & drive", if you still would like to express your opinion, it would have to go though the broker that you used and they would need your buyer number and the vehicle stock number to give them. If there is anything else I can assist and or clarify, please fill free to reach out to me at the email address below.

  Thanks

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

• Initial Complaint

  Date:08/17/2022

  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 purchased a 2013 Infiniti from IAA in *******, ** on July 25, 2022 for $ **** and with all fees $5438 that stated it was a " ride and drive" in description. Per IAA rules to be a r&d it must engage in gear and do a full left and right turn, which it did not. I have a video of it not engaging in gear. I went in to talk to manager and he was on vacation the whole week. I left the vehicle there as it wouldn't move . I called the next week, a few times, to talk to him and they were short staffed and he was dispatching and couldn't talk and had not had a chance to look at said vehicle so then I contacted customer support and explained this to them. I asked for a refund since it was not listed correctly. Support contacted him and then he states it did engage in gear and turn, it was just very hard to turn because of no power steering and he will not refund because it did engage in gear therefore it is a ride and drive. I then asked him to relist the vehicle, after a couple days it was relisted as " starts and collision" after a day or 2 of the listing, he did take off collision and kept the starts but did NOT list it as a run and drive. I would like my money back because it is not a run and drive per his listing the second time for me.

  

  Business Response

  Date: 08/18/2022

  Thank you for your email, It is very nice to see that the auction rules were understood as far as what run and drive means. Now as far as when a vehicle is retuned and relisted. The car wouldn't be listed the same status because we now know something different is about the vehicle then when we first received it. In that case we would have to now list it as it is known therefore there wouldn't be a credit liable for the relisting. Now, I will look deeper into this matter for you but I will need to know your buyer number or stock  / vin number of the vehicle in question. After receiving this information from you I can reach out to that branch for a possible resolve if merited. If there is anything else you would like to share with me, reach me at the email address below.

  Thanks

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

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17731079
  
  I am rejecting this response because:
  The vehicle was never removed their premises so therefore could not have been damaged any further than what it already was when we purchased it.

  Buyer # ******

  2013 Infiniti 
  Sincerely,
  
  ******************

  

  Business Response

  Date: 08/29/2022

  Hello *******, thanks for your email and including your buyer number. Now I can reach out to that branch manager and see what happened in this matter. Please allow me at least 3-5 days to reach out to the branch manager and for them to respond back. It may not take that long but I will reach back out to you once I have heard from them. If there is anything else you would like to share about this issue, please reach me at the email address below.

  Thanks 

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

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17731079
  
  I am rejecting this response because: District manager at ******* ** ****** said that the vehicle was a run and drive, even though the video shows it never engaged in gear. The vehicle was never removed from IAA at the time and relisted for me as "starts" only. Why was it relisted that way? Manager specifically stated to us it was a ride and drive.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 09/15/2022

  Thank you for your email, once a vehicle has been returned or informed that it has something wrong with it that we may not have known, it will then be listed as such. This vehicle was found out to have no power steering therefore the branch manager relisted it as Starts. We have restart the preview days where a buyer can come in before bidding and inspect what they are thinking of bidding on. All inventory is "as is", therefore we also give the opportunity at some branches to purchase an additional inspection before the bidding process. Sorry to hear of your misunderstanding but if you provide your buyer number and that stock or vin number I will research it further.

  Thanks

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

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17731079
  
  I am rejecting this response because: IAA fails to recognize or acknowledge that the vehicle was never removed from premises, so therefore couldn't have been returned at that time. If power steering is out, the yard man or district manager should have known that and should have stated this in listing when I purchased it. Maybe it wasn't inspected by either of them because manager had been on vacation and he said they were short staffed..All information needed is in pictures I provided.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 09/23/2022

  Thank you for you response, I will reach out to the branch manager and see if there is anything that can be done to assist you but we have to keep in mind that the auction rules clearly state these vehicles are sold "as is" and are mostly salvage vehicles they may have issue that we don't clearly know upon arrival. I will also still need your buyer number and that stock or vin number I will research it further.

  Thank you

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

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17731079
  
  I am rejecting this response because: VEHICLE WAS NEVER REMOVED FROM IAA AFTER BUYING AND RECONSIGNING, SO THEREFORE NO MORE DAMAGE COULD HAVE OCCURRED

  BUYER # ******

  VIN # *****************
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 09/29/2022

  Thank you for your response back. I will reach back out to the branch manager and see if there is anything that can be done to help resolve the matter. I will reach back out to you after I have gotten his response. If there is anything else you would like to share, please reach me at the email address below.

  Thanks

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

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17731079
  
  I am rejecting this response because: At the least half of what I  paid should be refunded because the vehicle never left IAA premises so it should have engaged in gear like IAA listed it as.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 10/05/2022

  Thank you for responding back, after speaking with the branch manager he stated the following.

  At the time of check in the transmission engaged in forward and reverse as per my YA. The steering wheel does turn right and left even though theres no power steering. Nothing states the vehicle has to have power steering in order for the steering wheel to turn right and left. 
  The buyer admitted he placed his bid without inspecting the vehicle or having it inspected.
  This has been discussed with my AM. The buyer has been informed there will be no refund. He has been provided a copy of the Auction Rules/ Buyer Agreement.
  
  As far as relisting the vehicle as a R&D for the Buyer. The transmission did not engage as it did before. Therefore, it does not meet IAAs R&D qualifications. If there is anything else, you would like to share with me please email me at the address below.

  Thanks

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

• Initial Complaint

  Date:08/04/2022

  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 would like to know after hitting a deer in my jeep progressive insurance towed my car to IAA an auction salvage yard before I was notified of the estimate and that they totaled out my vehicle. I had no idea where my jeep was When I found out an estimate for what I believe was a low settlement price and a high estimate on how much it would cost to fix it I knew something wasn't right I called another progressive agent and they said my jeep was totaled And to my surprise it was at IAA an auction yard in ********* **** I went there today to retrieve anything I may have left in my jeep after I got permission to get in my own property finally Why is my jeep at an auction Yard?At this point and from day 1 after I received the estimate MY MINDSET IS TO GET THE **** AND FIX IT So today I go to IAA in ********* **** Remember I own my jeep I hold the title This manager comes out and pretty much Questions me about what I am taking out of the vehicle I own Paid off for 10 years I am agitated and told him I am not stripping my own jeep I have the title I asked why my license plates are off my jeep He says Quote We take all the plates off so we can take pictures for auction vehicles.And how would that be possible without a title?This is my vehicle I own it So yes I voiced my opinion I get home and instantly check their auctions at ********* **** IAA There it is my vehicle picture after picture inside and out and a video with the engine running advertising the sale of my jeep dated the day progressive had it towed to IAA Before I knew the settlement or that they totaled it out and looks like it has been on their website for days I have not signed anything or agreed to any settlement He knew my jeep was on their website when I was there and tried to back out of his statement How is this legal to advertise anything you don't own? I will check ******** and take the necessary steps to stop this By the way Progressive advertises on The IAA website

  

  Business Response

  Date: 08/05/2022

  thank you for your email,

  Sorry to hear about the incident with the deer, we hope everyone was ok. As far as your complaint, this complaint should be with your insurance company. If they determined it was totaled out, they are basically saying they are going to pay you what the jeep was worth at the time of the accident. Therefore they now fill they own the car and can do as pleased with it. They decided to send it to us to auction off and try to recoup some of the money they paid out for the Jeep. We are sorry things are not being explained to you by your insurance company. I didn't receive the Jeeps vin number in this complaint, to be able to see what status the Jeep was in. If you send it I can possibly look into this matter. My suggestion is for you to speak with the insurance company if you are trying to get things done differently.

  If there is anything else I can assist you with, please reach out to me at the email address below.

  Thanks

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

• Initial Complaint

  Date:08/01/2022

  Type:Delivery 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 IAAI account was hacked, 2 car were bought with my money, on the very next day the driver came to the auction to pick up stolen cars. Instead of helping me - licensed buyer, who is customer of *********************** for over 10 years the auction did not anything!! DID NOT call police, when the driver came to pick up stolen cars, DID NOT take the name of that person, DID NOT allow me to have contact number for the fraud department of IAAI, DID NOT investigate this at all. ON THE Contrary - Suspend my account. Fined my account, because I made stop payment on remittance for stolen cars. Made me spent hours on the hold, in order to reopen my account, and even 2 months later decided to suspend payment option which allow to pay for purchased cars without late fees under the reason that "AT Some point we had stop payment and did not pay for the cars that we bought, despite that the account had notes that the cars were stolen".

  

  Business Response

  Date: 08/02/2022

  Thank you for your email, sorry to hear that happened to you and your account. After looking into this matter the branch manager has removed these cars off your account and placed you back in an active status as of 8/1/2022. this was the ** message:

  Please make buyer active as fraudulent purchased cars have been removed from her account. 
  
  Thanks, 
  
  *******************
  Branch Manager
  IAA, Inc. | *****************

  If there is anything else you would like to discuss 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:07/26/2022

  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.

  Vehicle was damaged during transport. Company offered to pay for just the parts and not the labor to replace part that was damaged by them. I have requested several times for them to pay for the labor as well but they continue to refuse. Stating they will just pay the parts. I have requested to speak with a supervisor but continue to be denied and told they will only pay for the parts to be fixed and no labor. Which is going to cost another 160 over what they offered to pay for. I counter offered at ****** and they refuse to pay for the labor.

  

  Business Response

  Date: 07/27/2022

  Thank you for your email, I have read your complaint and have created a case of the matter #********. I will be reaching out to the branch manager and try to get a better understanding of what took place. After I have heard from her, I will be reaching back out to you with the resolution. If there is anything else you would like to share with me, I can be reached at the email address below.

  Thanks

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

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17626242
  
  I am rejecting this response because: The professionalism displayed by your employee ********************* is very unprofessional. When requested he should have provided his supervisor's number. I have done business with this company and I am very displeased with the person and the services. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/03/2022

  Thank you for your email,

  We at IAAI believe in providing professionalism to all of our buyer and we are sadden to hear that it may not have been given to you. we will reach out to that persons manager and inform them of this complaint on ******. as far as your damage claim, you did agree of a claim amount and signed a RSA for $568.55 and the case was then closed. If there is anything else I can assist you with please reach out to me at the email address below.

  Thanks

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

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17626242
  
  I am rejecting this response because:

  Yeah I had to agree on it because the person refused to give me their supervisors name or number. Very poor customer service

   

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