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

  9 Moodys Dr Gorham, ME 04038

• 

  IAA

  304 Colchester Rd Essex Junction, VT 05452

• 

  IAA

  39 Stone Castle Rd Rock Tavern, NY 12575

  
• 

  Insurance Auto Auctions, Inc

  57 Woodlawn Road Aliquippa, PA 15001

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:09/18/2024

  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.

  Their definitions are misleading and should be adjusted to what runs and drives actually means. Yes I purchased a vehicle there. I tried to resolve it but they have a different definition of what runs and drives means than the dictionary. This is from the Oxford dictionary. propel or carry along by force in a specified direction. According to them *********** does not mean it moves under it's own power. Just that the forward and reverse gear engaged. Something should be changed to match the definition of drives or they should not be able to state that it drives.

  

  Business Response

  Date: 09/20/2024

  Good ********************************** you for submitting your claim. 

  After further review this is the policy presented to you when you registered with IAA on 6/03/2024. 

  In order to moved forward with the account, a buyer has to agree to the terms and conditions and per our system you accepted. 

  Also, a buyer has access to the policy every day on the website following the link below:

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

  We are sorry you don't agree with the policy presented but we also have a policy where a buyer can view a vehicle a day before the auction. If that buyer is not able to go, then they can hire an inspector from the site to do a deep review on the vehicle. 

  If you have any questions in regards the policy, you can give us a call at ************. 

   

  Thank you, 

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

  Buyer Service Supervisor

   

   

   

   

   

• Initial Complaint

  Date:09/16/2024

  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 am writing to formally lodge a complaint against IAA regarding a recent vehicle purchase that has been fraught with issues. My grievance concerns significant discrepancies between the advertised condition of the vehicle and its actual state upon arrival to pick up the vehicle, as well as the company's refusal to address these issues satisfactorily.On Sept. 10 2024, I purchased a vehicle from IAA which was advertised with a video demonstrating that it was in running condition, with the primary damage described as normal wear and tear. Based on this representation, I proceeded with the purchase.However, when the transporter arrived to collect the vehicle, it was clear that the vehicle was not as advertised. The vehicle failed to start, and upon closer inspection, it was evident that the engine harness had been severely damagedevidence suggesting possible mishandling or damage during IAA's possession.Despite multiple attempts to resolve the issue with IAA, they have maintained that their responsibility extends only to the condition of the vehicle at the time of arrival, not accounting for the subsequent damage incurred while the vehicle was under their control. They have refused to issue a refund or credit, citing their policy that absolves them of responsibility for any changes in condition post-arrival.This situation is both frustrating and unfair. The vehicle was misrepresented, and IAAs failure to acknowledge and address the damages incurred under their custody is unacceptable. I am seeking your assistance in resolving this matter. I believe that IAA should be held accountable for the discrepancies between their advertisement and the actual condition of the vehicle, and I am requesting a full refund or appropriate compensation for the damages sustained.Thank you for your attention to this matter. I look forward to your support in achieving a fair resolution.

  

  Business Response

  Date: 09/18/2024

  Good Morning *** ******, 

   

  Good Morning *** Anbar,
  
  
  Thank you for submitting your claim for review.
  After reviewing your claim, we have determined that IAA follow the protocol for labeling a vehicle.
  Keep in mind that the information provided was submitted by the seller/provider. As well as we are an auction house for salvage vehicles.
  
  Buyers also have the responsibility to verify the information provided on the website. Buyers also have the ability to inspect a vehicle before the auction and if not able to go they can hire an inspector. IAA does not have mechanics at the locations and only provides a general inspection around the unit. 
  
  
  Please see the link below that will direct you to the IAA policy that was accepted when you registered your account with us.
  
  
  ****************************************************
  
  
  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.
  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, 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.
  14. IAA DOES NOT WARRANT OR REPRESENT THAT VEHICLES SOLD CAN BE LEGALLY REGISTERED IN ANY STATE OR COUNTRY OR EXPORTED TO ANOTHER COUNTRY. BUYER ACCEPTS ANY AND ALL RISKS ASSOCIATED WITH VARIATIONS IN STATE OR COUNTRY SALE DOCUMENT AND REGISTRATION LAWS AND THE POSSIBILITY THAT THOSE MAY NEGATIVELY IMPACT THE MARKETABILITY OF VEHICLES PURCHASED AT IAA. BUYER FURTHER ACKNOWLEDGES AND AGREES THAT A STATE OR COUNTRY MAY CHANGE A VEHICLES ***** OR BRAND CLASSIFICATION AFTER IT IS PURCHASED BY BUYER AND THAT IAA ASSUMES NO RESPONSIBILITY FOR THAT CHANGE IN CLASSIFICATION OR ANY CONSEQUENCES FLOWING THEREFROM. FOR EXAMPLE, BUYER MAY PURCHASE A VEHICLE IN ONE STATE UNDER A CLEAR SALE DOCUMENT BUT MAY BE REQUIRED TO SELL THE SAME VEHICLE UNDER A SALVAGE SALE DOCUMENT IN A DIFFERENT STATE. ANOTHER EXAMPLE IS THAT CUSTOMS MAY NOT APPROVE THE EXPORTATION OF A VEHICLE. IT IS THE BUYERS SOLE RESPONSIBILITY TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID TO CONFIRM SALE DOCUMENT, STATE REGISTRATION, OR EXPORT REQUIREMENTS.
  16. ****** REPORTING: VEHICLES LISTED FOR SALE AND SOLD AT IAA MAY HAVE BEEN REPORTED TO THE NATIONAL MOTOR VEHICLE ***** INFORMATION SYSTEM (NMVTIS) AS REQUIRED BY APPLICABLE LAW. BUYER ACCEPTS ALL RISKS ASSOCIATED WITH PURCHASING VEHICLES AT IAA ARISING OUT OF OR RELATED TO ANY NMVTIS REPORTING BY IAA OR IAAS VEHICLE PROVIDERS, INCLUDING THAT VEHICLES SOLD WITH A CLEAR ***** MAY APPEAR AS JUNK/SALVAGE IN SUBSEQUENT REPORTS DUE TO NMVTIS REPORTING. BUYERS MAY BE SUBJECT TO ****** REPORTING REQUIREMENTS WHEN PURCHASING CERTAIN VEHICLES. FOR MORE INFORMATION ON REPORTING REQUIREMENTS, EXEMPTIONS, AND HOW TO OBTAIN A NMVTIS REPORTING ID VISIT ********************************************************.
  
  
  If you still have questions in regard to our policy, please contact ************** at 87.937.4243.
  Thank you,
  **** ********
  ************* Supervisor

• Initial Complaint

  Date:09/11/2024

  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 am filing this complaint regarding my experience with Insurance Auto Auctions (IAA) in connection with a vehicle I purchased through their auction, Stock #********.I have been a loyal customer of ********************** for over [insert number] years, purchasing hundreds of vehicles. However, I am deeply dissatisfied with how this specific case has been handled. The vehicle I purchased was damaged due to improper handling by IAAs forklift operator during the loading process, specifically causing undercarriage damage. This damage was not present in the auction photos or during the inspection period, and it occurred while the vehicle was in IAAs possession before it was handed over to my driver for transport.Despite providing photographic evidence showing the condition of the vehicle before and after the auction, as well as a written statement from my driver corroborating that the damage occurred during loading, IAA has refused to offer a refund or compensation. Instead, they cite their auction terms stating that buyers assume all risks during loading and transport. However, I believe this case involves negligent handling by IAA staff, which goes beyond typical risk assumptions.I have attempted to resolve this matter with IAA, including requesting a review by a manager, but my requests have been denied. This has left me with no choice but to escalate the issue through this complaint.Desired Resolution:I am requesting that IAA:1.Refund the full purchase price of the vehicle, or provide appropriate compensation for the damage caused to the vehicle while it was under their control.2.Acknowledge the mishandling of the vehicle during the loading process and take steps to ensure this does not happen to other buyers in the future.I hope the BBB can assist in facilitating a fair resolution to this matter. I value the long-term business relationship I have had with IAA and would like to continue doing business with them, but only if this issue is resolved fairly and appropriately.

  

  Business Response

  Date: 09/13/2024

  Good morning. 

   

  Thank you for submitting your claim. 

  After further review it, we have seen the communication between the branch and yourself and Buyer Services. 

  It has been determined that unfortunately IAA would not be able to refund the vehicle or provide compensation as per our policy we would not be responsible. Please read our policy below. 

  *********************************************************;
  
  Vehicle Loading - A service fee applies. Buyer understands that the loading process is fraught with danger to person or property because it involves lifting a vehicle with forklifts and placing the vehicle on a transporter. The forklifts could cause damage to the vehicle. The loader could drop the vehicle causing injury to persons or property. ***** is responsible for directing the load onto the transport, securing the load, and safely transporting the vehicle. BUYER AND BUYER REPRESENTATIVES ARE SOLELY RESPONSIBLE FOR PREVENTING DAMAGE TO THE TRANSPORTER OR VEHICLE AND SECURING THE LOAD FOR SAFE TRANSPORT. KNOWING THESE AND OTHER RISKS INHERENT IN THE LOADING PROCESS, BUYER AND BUYER REPRESENTATIVES FULLY ASSUME ALL RISKS ASSOCIATED WITH THE LOADING, TOWING, AND TRANSPORTING PROCESS AND BUYER AND BUYER REPRESENTATIVES IRREVOCABLY AND UNCONDITIONALLY WAIVE AND RELEASE IAA INDEMNIFIED PARTIES FROM ANY AND ALL CLAIMS, DAMAGES, OBLIGATIONS, LOSSES, LIABILITIES, JUDGMENTS, COSTS OR EXPENSES (INCLUDING ATTORNEYS FEES) ARISING OUT OF OR RELATED TO CLAIMS FOR BODILY INJURY, PROPERTY DAMAGE, OR OTHER OCCURRENCE DURING THE LOADING, TOWING, OR TRANSPORTING PROCESS, WHETHER CAUSED BY IAAS OWN NEGLIGENCE OR OTHERWISE.

   

  Thank you, 

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

  Buyer Service Supervisor 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22272946
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/10/2024

  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 did a wire transfer for a vehicle I purchased frim IAA for $1019. My bank sent the wire transfer and it was returned with no reason why. I was charged $45 for the return, IAA could not figure out why returned and told me to resubmit which I did with same IAA online form and it went through no issues. I have contacted IAA several times by email, phone and chat and say not their issue. Tried to contact Bank America which is IAA bank for wire transfer and I don't have a account with them so told they cannot help me. I have purchased 15 vehicles over last 3 years with same form and process no issues.

  

  Business Response

  Date: 09/12/2024

  Good Morning ****************, 

   

  Thank you for submitting your inquiry to IAA. 

  After further investigation we still not able to determine why your wire was returned. We have no other issues with other buyers wires. 

  It was determine this was not an issue with IAA so unfortunately we are not bale to refund if it was not an IAA issue. 

  The only feedback we can provide is to make sure all the information is filled our and no shortcuts on names or notes are filled in and making sure to follow the wire procedure correctly. 

   

  Again we sorry for the issue that has cause but IAA cannot refund an issue that was into our system. 

   

  Thank you, 

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

  Buyer Services Supervisor 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22264719
  
  I am rejecting this response because: The wire transfer was for IAA's bank. I tried to contact Bank OF America and they say only IAA can talk to them about their bank wires. 

   

  This was Bank America's response on wire transfer to my bank;

  Bank of America may have accidentally returned the wire.
  
  Pat will want to communicate with IAA and explain the wire got returned and that Bank of America took $45. If IAA confirms the instructions provided are correct, then IAA will want to check with their bank to see why the wire was rejected.

   

  AS YOU CAN SEE FROM BANK OF AMERICA ITS A IAA ISSUE AND THEY NEED TO RESOLVE IT. IAA NEEDS TO CONTACT THE ***** THEMSELVES AND ASK WHY THE WIRE WAS RETURNED.
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/17/2024

  Good Afternoon ******************, 

  We have reviewed the information and it the same information is hinting us back. 

   

  There where no issues with our system. The only advise from our buyer payment departments is to make sure Insurance Auto Auction is not abbreviated to IAA and everything else is the correct information. 

  We are not able to issue a refund of the $45 due to it was not an issue with IAA. 

   

  Thank you, 

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

  Buyer Services Supervisor 

   

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22264719
  
  I am rejecting this response because:

  THIS BANK OF AMERICA IS IAA'S BANK. THE MONEY TAKEN FROM ** WAS ON IAA'S BEHALF. IAA NEEDS TO WORK WITH BANK OF AMERICA AND FIX THIS ISSUE. 

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

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS VEHICLE WAS MISREPRESENTED AS IT HAD CLEAR AND OBVIOUS TRANSMISSION DAMAGE THAT WAS READILY VISABLE. IN ADDITION IT WAS STATED ON AN IAAI INSPECTION REPORT THAT WAS INSIDE THE VEHICLE. I HAVE TRIED FOR OVER A MONTH TO GET IT RESOLVED AND MADE NUMEROUS CALLS AND EMAILS TO NO AVAIL.SIMILAR VEHICLES ARE CLEARLY LISTED AS TRANSMISSION DAMAGE. I HAVE SPOKEN TO ***************************** THE MANAGER AND SHE REFUSES TO DO ANYTHING TO RESOLVE IT.

  

  Business Response

  Date: 09/06/2024

  Good Morning *** *****,  

  
  Thank you for submitting your claim for review.

  
  After reviewing your claim, we have determined that IAA follow the protocol for labeling a vehicle.

  
  Keep in mind that the information provided was submitted by the seller/provider. As well as we are an auction house for salvage vehicles.
  Buyers also have the responsibility to verify the information provided on the website as the right to inspect the vehicle before the auction. 
  Please see the link below that will direct you to the IAA policy that was accepted when you registered your account with us.

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

  
  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.
  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, 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.
  14. IAA DOES NOT WARRANT OR REPRESENT THAT VEHICLES SOLD CAN BE LEGALLY REGISTERED IN ANY STATE OR COUNTRY OR EXPORTED TO ANOTHER COUNTRY. BUYER ACCEPTS ANY AND ALL RISKS ASSOCIATED WITH VARIATIONS IN STATE OR COUNTRY SALE DOCUMENT AND REGISTRATION LAWS AND THE POSSIBILITY THAT THOSE MAY NEGATIVELY IMPACT THE MARKETABILITY OF VEHICLES PURCHASED AT IAA. ***** FURTHER ACKNOWLEDGES AND AGREES THAT A STATE OR COUNTRY MAY CHANGE A VEHICLES ***** OR BRAND CLASSIFICATION AFTER IT IS PURCHASED BY BUYER AND THAT IAA ASSUMES NO RESPONSIBILITY FOR THAT CHANGE IN CLASSIFICATION OR ANY CONSEQUENCES FLOWING THEREFROM. FOR EXAMPLE, BUYER MAY PURCHASE A VEHICLE IN ONE STATE UNDER A CLEAR SALE DOCUMENT BUT MAY BE REQUIRED TO SELL THE SAME VEHICLE UNDER A SALVAGE SALE DOCUMENT IN A DIFFERENT STATE. ANOTHER EXAMPLE IS THAT CUSTOMS MAY NOT APPROVE THE EXPORTATION OF A VEHICLE. IT IS THE BUYERS SOLE RESPONSIBILITY TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID TO CONFIRM SALE DOCUMENT, STATE REGISTRATION, OR EXPORT REQUIREMENTS.
  16. NMVTIS REPORTING: VEHICLES LISTED FOR SALE AND SOLD AT IAA MAY HAVE BEEN REPORTED TO THE NATIONAL MOTOR VEHICLE ***** INFORMATION SYSTEM (NMVTIS) AS REQUIRED BY APPLICABLE LAW. BUYER ACCEPTS ALL RISKS ASSOCIATED WITH PURCHASING VEHICLES AT IAA ARISING OUT OF OR RELATED TO ANY NMVTIS REPORTING BY IAA OR IAAS VEHICLE PROVIDERS, INCLUDING THAT VEHICLES SOLD WITH A CLEAR ***** MAY APPEAR AS JUNK/SALVAGE IN SUBSEQUENT REPORTS DUE TO NMVTIS REPORTING. BUYERS MAY BE SUBJECT TO NMVTIS REPORTING REQUIREMENTS WHEN PURCHASING CERTAIN VEHICLES. FOR MORE INFORMATION ON REPORTING REQUIREMENTS, EXEMPTIONS, AND HOW TO OBTAIN A NMVTIS REPORTING ID VISIT ********************************************************.

  
  If you still have questions in regard to our policy, please contact **************** at 87.937.4243.

  
  Thank you,
  *************************
  ************* Supervisor

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22236928
  
  I am rejecting this response because: The response is not truthful or accurate. The inspection paperwork that was in the vehicle confirmed that IAA knew the transmission was damaged and it was readily visable. The IAA site has presently 1670 vehicle that have similiar damage and they clearly disclose transmission damage. The transmission had a 10 inch visable hole in it. I have sent photos and a copy of the IAA inspection report that was left in the vehicle and is visable in the original ad photos that was left on the dash.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/10/2024

  Hello *** *****, 

  Communication with the branch, they have no record of you going inside the location and inspecting the vehicle prior the auction. 

  We advise again the information listed on our website is provided by the provider. We do not have mechanics at our location to fully inspect vehicles that is why in our policy we encourage buyers to inspect the vehicle before the auction. If the buyer is not able to go, then we list an inspector on our site to be hired for a deep more inspection on units. 

  This is something the buyer needs to go and inspect on their own will power. 

  Attached is the policy of IAA that was accepted by you when the registration happens with IAA. 

  We are sorry you inconvenience this issue but unfortunately our policy stands. ****************************************************

  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 DEPARTMENT OF REVENUE.

  4. IT IS THE SOLE RESPONSIBILITY OF BUYER TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. BUYER EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA. THIS INFORMATION INCLUDES, BUT IS NOT LIMITED TO, THE YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, ODOMETER DISCLOSURE, *****, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. BUYER UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, 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.

   

  Thank You, 

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

  Buyer Service Supervisor 

   

   

• Initial Complaint

  Date:08/30/2024

  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 purchased a vehicle on 8/3/24 on Ibuy Fast. Buyer# ******, stock #********. On 8/6/24 I made the payment when I checked the stock so I can set up a transporter to pick it up, it showed it was not paid for. I checked my bank account it showed the transaction was pending so I called IAA to ensure as of why it wasn't paid because the money had already debited from my account. I have talked to multiple employees that gave me different opinions by then I have requested to talk to a manager after being on the phone over an hour. I was able to talk to **************** who is a manager, he stated he had seen this situation before and it seems like my address was never updated between Auction Access and IAA, until he calls AA and update it, I would have to wait before I can make any payments and he sent me an email base on the stipulations he also advise me since the payment is pending normally the bank would put it back onto my account after 3 days I said ok, I said "once it is clear I will notify you". Sure enough after 4 days the money was credited onto my account I advised him on it. Everything is written in stone via email. On August 8, 24 which was the date the vehicle was going to accrue late fees. I even called IAA to ask them what I should do in a situation like this because the payment has not gone in yet. The representative stated there is nothing I can do on my end until they fix the address, I even ask her "are you sure?" because I know IAA won't loose a ***** over a customer and she stated she will let ****** know but there is nothing I can do on my end. I am sure all the voice conversations has been recorded.We have been going on with this back and forth, I have made several attempt to pay for this but the manager at IAA stated she will not removed any late/storage fees after **************** initially stated he was going to have them remove, everyone I have talk to have a different stories. I want **************** to stand behind his words, because I have all his email.

  

  Business Response

  Date: 09/03/2024

  Good Morning, ******************, 

  Thank you for submitting your claim. 

   

  After further checking the account, I do see where the agent try working with you in regards the payment for the vehicle. 

  Yes our system confirms the payment was rejected and should have been free back into your cc within 2-4 business days. Even if the payment was rejected buyers can find other payment methods in our Help Link and will do the breakdown of them. 

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

  Question
  What payment options are available?

  Answer
  IAA offers convenient Payment Methods including:
  Cash (up to $500 per day) @ a near by branch location. 
  Cash Equivalent: Money Orders, Cashier's Checks, Certified Checks
  Wire Transfer
  I-Pay (once approved by ***** Payment only for business account)
  Credit Cards/Debit Cards 
  Account Credit
  PayPal 
  Financing

  Waiting for the payment to clear back into your cc was your option of choosing. 

  We are able to help with late fees and storage fees up to an extend. All have to be pre-approved by the branch manager of the vehicle location. 

  It looks he communicated with you on  8/28/2024 of the changes and the offer he was able to reach with the branch due to the fail acceptance of the changes. The branch has decided to removed the vehicle and placed the renege fee to the account for failed to make the payment due to not coming into an agreement. 

   

  You can find all the information under our policy as well for vehicle non-payments. The account will remained banned until the fee has been paid. As well the only person who can removed the fee would be the branch manager and communication has already been sent out to them per your last communication directly with ***** Services. 

  The branch will make the final decision as ***** Services stands by it's policy that was accepted when you register with IAA. 

   

  Thank you, 

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

   

   

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22218827 
  
  I am rejecting this response because:

  Your representative **************** is he one who told me to wait until the address change has taken  place,  if you can hear any where in our voice conversation **************** stated I can make different payment option I will pay the $1000 as early as tomorrow. This is one thing I knew about IAA,  there are never in the wrong they will make each and every excuses to be right. Please I would like you to listen to all of my voice conversation in regard to this stock number and be honest to say your representative did not tell me to wait?  even on the day the stock number was supposed to accrue the late fees, I was the one to call and requested what I needed to do and you can hear on my voice conversation once again with your representative " I even told her,  IAA would not lose a ***** for any customer" She reply there is nothing I can do on my end at this time and she would forward to Mr.  Kareem.

  Respectfully request permission to have all my voice conversation please.  Everyone is covering themselves. I am sure I am not the first victim, once again every company has a policy,  if your representative mislead a customer, you as a manager or as a consumer as well should be able to say right is right and wrong is wrong.  I believe this is why your representative can say anything without any retaliation.  Higher up is going to back them up.  

  I guess you do have the right to do anything with my account as per your policy. 

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

  

  Business Response

  Date: 09/06/2024

  Good morning, 

  We listen to the conversations and yes **************** did advise you can wait for the issue to reverse as one option but stopping the process was not guaranteed as we do have other forms of payments. 

  The account will remain suspended, you can contact the branch manager and they can decide to waive the renege fee. If they do decide to proceed they can open a ticket with support and your account will be activated. 

  Sincerely 

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

  Buyer Service Supervisor

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22218827
  
  I am rejecting this response because:

  I would like to get a copy of the voice conversation between **************** and I because if **************** did give me more option, I won't even bother wasting my time nor your time to talk to the manager at IAA, once I can hear the conversation I will go ahead and make the  payment.  I am also looking for the conversation on August 7, 2024 before this stock number accrued any late fees. I said to your representative "I know IAA will not lose a ***** for any customers" she stated there is nothing I can do until they update my address not anytime during that conversation  I was told there was different options of making any payments. If I have those 2 voice conversations. I guarantee you. I will not bother your nor BBB again, I will close the case and pay for the renege fees. 

  ********************, I understand you are doing a great job. "Honesty is the best policy".  I have no reason or reasons to lie about anything.  Once again, all I am asking for, is to provide me with a copy of all of the voice conversations between **************** and I and the conversation I have with your representative on August 7, 2024 which was the date the stock number was going to accrued late fees, then you will not have to worry about me being a customer of **********************. I will pay the renege fees and I won't have to keep going back and forth to any of IAA Managers.  Thanks for your understanding and I will be standing by for all the voice conversations.

  Sincerely,
  

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

• Initial Complaint

  Date:08/23/2024

  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 2020 **** F-250 online under the impression that it was equipped with a 6.7L turbo engine because that is what IAAI listed under the vehicle engine description. Upon purchasing it and doing further inspection on it I found out that it is actually equipped with the 7.3L engine. I have spoke to ***** and ***** from the branch and they are unwilling to unwind the sale. I also escalated this to the District Manager and his response was that it was my problem and would not take any responsibility for misrepresenting the vehicle. I have yet to take the vehicle off the auction lot and I am not going to. IAAI needs to be accountable, false representation is should not be allowed under any circumstances.

  

  Business Response

  Date: 08/27/2024

  Good ********************************************* you for submitting your claim for review.
  After reviewing your claim, we have determined that IAA follow the protocol for labeling a vehicle.
  Keep in mind that the information provided was submitted by the seller/provider. As well as we are an auction house for salvage vehicles.

  
  Buyers also have the responsibility to verify the information provided on the website. Buyers also have the ability to inspect a vehicle before the auction and if not able to go they can hire an inspector. 

  
  Please see the link below that will direct you to the IAA policy that was accepted when you registered your account with us.

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

  
  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.
  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, 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.
  14. IAA DOES NOT WARRANT OR REPRESENT THAT VEHICLES SOLD CAN BE LEGALLY REGISTERED IN ANY STATE OR COUNTRY OR EXPORTED TO ANOTHER COUNTRY. BUYER ACCEPTS ANY AND ALL RISKS ASSOCIATED WITH VARIATIONS IN STATE OR COUNTRY SALE DOCUMENT AND REGISTRATION LAWS AND THE POSSIBILITY THAT THOSE MAY NEGATIVELY IMPACT THE MARKETABILITY OF VEHICLES PURCHASED AT IAA. ***** FURTHER ACKNOWLEDGES AND AGREES THAT A STATE OR COUNTRY MAY CHANGE A VEHICLES ***** OR BRAND CLASSIFICATION AFTER IT IS PURCHASED BY BUYER AND THAT IAA ASSUMES NO RESPONSIBILITY FOR THAT CHANGE IN CLASSIFICATION OR ANY CONSEQUENCES FLOWING THEREFROM. FOR EXAMPLE, BUYER MAY PURCHASE A VEHICLE IN ONE STATE UNDER A CLEAR SALE DOCUMENT BUT MAY BE REQUIRED TO SELL THE SAME VEHICLE UNDER A SALVAGE SALE DOCUMENT IN A DIFFERENT STATE. ANOTHER EXAMPLE IS THAT CUSTOMS MAY NOT APPROVE THE EXPORTATION OF A VEHICLE. IT IS THE BUYERS SOLE RESPONSIBILITY TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID TO CONFIRM SALE DOCUMENT, STATE REGISTRATION, OR EXPORT REQUIREMENTS.
  16. NMVTIS REPORTING: VEHICLES LISTED FOR SALE AND SOLD AT IAA MAY HAVE BEEN REPORTED TO THE NATIONAL MOTOR VEHICLE ***** INFORMATION SYSTEM (NMVTIS) AS REQUIRED BY APPLICABLE LAW. BUYER ACCEPTS ALL RISKS ASSOCIATED WITH PURCHASING VEHICLES AT IAA ARISING OUT OF OR RELATED TO ANY NMVTIS REPORTING BY IAA OR IAAS VEHICLE PROVIDERS, INCLUDING THAT VEHICLES SOLD WITH A CLEAR ***** MAY APPEAR AS JUNK/SALVAGE IN SUBSEQUENT REPORTS DUE TO NMVTIS REPORTING. BUYERS MAY BE SUBJECT TO NMVTIS REPORTING REQUIREMENTS WHEN PURCHASING CERTAIN VEHICLES. FOR MORE INFORMATION ON REPORTING REQUIREMENTS, EXEMPTIONS, AND HOW TO OBTAIN A NMVTIS REPORTING ID VISIT ********************************************************.

  
  If you still have questions in regard to our policy, please contact **************** at 87.937.4243.
  Thank you,
  *************************
  ************* Supervisor

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our SUV was involved in an accident 9/2023. It was towed to ******* in ********, **. Several days later State Farm Insurance called and spoke to my husband and said it needed to be moved because it was accruing a daily charge. We were never given an opportunity to remove personal belongings. State Farm advised us to contact IAA. I was told I needed to go there to get our personal belongings. I drove 2.5 hours one way. When our car was brought up by the IAA staff, our personal belongings were not in the vehicle. The manager of the ********************************************* office told me our belongings were thrown. Several CDs, a set of pearl earrings, several sweatshirts, keys to our storage and our boat keys were just some of the things thrown away. ****************** nor IAA will take responsibility. Our boat was taken in to have the ignition replaced, since we no longer have keys to start it, and because we couldnt take it in to get winterized (like we had the previous years that we owned our boat) we have to have our engine replaced. State Farm now wants us to file a claim against our homeowner policy, making us pay another deductible. I will not sign to release the title until we are reimbursed for missing items, boat engine, my time, pain, loss of time on the boat, and distress this has caused. The pearl earrings were an anniversary present from my husband over 20 years ago. The manager at IAA was extremely rude and State Farm has also been no help and just want us to pay more money for items that IAA claims were thrown away. Thrown away is not stolen, so I dont think that will fall under the homeowner policy. And it was property that was not at my residence. It was at IAA in *********** making them liable for the the things that were thrown. Also they told me there is video because it is under camera surveillance, but the manger said good luck getting someone to go through that.

  

  Business Response

  Date: 08/14/2024

  Good Morning *************************, 

  Thank you for submitting your claim to IAA Buyer Service. 

  In order to look at the claim please provide the full VIN number of the stock?

  Once we review the claim and notes we will be making a termination of the issue. 

   

  Thank you, 

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

  Buyer Services Supervisor

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed from Chanceys to IAA and in the midst of that the car received more damages before the car was initially inspected IAA caused more damage and they dont want to correct the matter there going in circles instead of filing a claim ******* already informed me they would correct the matter but now everyone at the location is acting as if it didnt happen

  

  Business Response

  Date: 08/09/2024

  Good afternoon *** ********, 

  Thank you for submitting your claim.

  Can you please provide more information as to which location was your vehicle sent?

  Can you please also provide the *** number of your vehicle in order find the information on the system. 

  Once we received the information we can review your claim further. 

   

  Thank you, 

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

  Buyer Service Supervisor

   

• Initial Complaint

  Date:08/08/2024

  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.

  They bought my truck for $365. The check was not cashed by me and was voided automatically. I called and asked them to send a new check. They told me to send the old check to *****, which I did in August 2023, and they would issue a new check. I followed up later and was told ***** no longer works there. I left messages, sent emails, and submitted online complaints as recently as three months ago. I have been ignored. I want them to issue a new check and mail it to my new address in *********.

  

  Business Response

  Date: 08/08/2024

  Good Afternoon, 

   

  Thank you for submitting your inquiry for review.

  After further review we have determined that the check provided (image submitted by you) was in fact cash in on Nov 14 2018. We have image of the check with your signature that match the letter submitted as well. 

   

  With that conclusion IAA will not be re-issuing the check as it was confirmed it was cash by you. 

  Sincerely, 

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

  Buyer Service Supervisor

  Customer Answer

  Date: 08/12/2024

   
  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.Thank you so much for intervening on my behalf.
  
  Sincerely,
  
  ***************************