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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

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IAA has 166 locations, listed below.

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    Customer Complaints Summary

    • 247 total complaints in the last 3 years.
    • 84 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/07/2024

      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.
      Very upsetting knowing IAA is placing cars on peoples accounts to make them pay their renege fees. Proof has been shown to them that I didnt bid on a lot they claim I did. Now they want me to pay $1000 or the lot amount which is over $3,000 dollars. They would hung up on you after hours and hours on the phone, no call backs never!

      Business Response

      Date: 08/09/2024

      Good Afternoon **************

      Thank you for submitting your claim. 

      Please take a moment to review the IAA Policy that was accepted when registering your account with us. 

      The buyer/owner of the account must take responsibility for securing their account by protecting their usernames and password. Everything purchase in the account the owners are responsible for. 

      I have attached the link to the IAA policy that breaks down responsibility as well as the policy for nonpayment of vehicles and cancelation of them. 

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

      Account Responsibility - ***** is responsible for all transactions on its account, including, without limitation, all bids placed by authorized bidders and bids submitted through IAAs ************** using the login name and password issued to the *****. Accounts cannot be transferred. In the event of unauthorized use of *****s ID card or login information, ***** shall be responsible for all charges incurred prior to receipt of written notice by IAA advising of such unauthorized use.

       

      Renege Fee - In the event ***** fails to pay for a vehicle within seven (7) calendar days inclusive of the day the vehicle is awarded to *****, ***** shall pay IAA a Renege Fee equal to $1,000 or 15% of sale price, whichever is greater. ***** is also responsible for any and all costs and expenses incurred by IAA arising out of or related to collecting the Renege Fee, including attorneys fees and court costs. Bidding privileges will be suspended until the Renege Fee has been received by IAA. Any buyer that reneges on a second vehicle may have bidding privileges revoked

       

      Logins - ***** will receive an IAA Online Bidding Login ID (Login) and a default password. ***** is responsible for changing the default password for its Login and maintaining the confidentiality of its updated password. ***** is fully responsible for all bids placed with its Login and for any/all charges, which may accrue to *****s account. ***** agrees that *****s Login will only be used by or disclosed by ***** to duly authorized employees/agents on *****s account. Payment responsibility remains with ***** for all bids placed by *****, *****s authorized bidders, or anyone accessing the System with *****s Login. ***** agrees to immediately notify IAA of any unauthorized use of *****s Login or any other potential or actual breach of the Systems security. ***** agrees to exit from the System at the end of each session to minimize the possibility of an unauthorized person using *****s Login. *****s Login and account cannot be transferred or assigned to any other person or entity.

       

      If you still have questions, please feel free to called ***** Services at ************

      Thank you, 

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

      ***** Service Supervisor

      Customer Answer

      Date: 08/12/2024

       
      Complaint: 22107160

      I am rejecting this response because: Of course I understand that, but when I'm the only person that run my business and have control over my account it's impossible for this to happened. AI never received any information about this lot. not even if I bided on it, if my "offer" was accepted nothing just magically appeared on my account but you guys didn't want to take my IP address for some reason to verify what I was saying was true. I was willing to provide the company with any information to prove my point. How you guys are placing cars into people's accounts for the to pay the $1,000 fee. And all you guys say its "you are responsible if it happened in your account'. well BS because my business does not buy ******** and how I happened to have a car I didn't bided for it in my "won vehicles". As a business how has my back in this company because not a single person was helpful, they just tried to make you pay with no resolution to the problem. And to the so-called managers that gave me the most professional answer to my problem you need put yourself in other people's place before you give them a rude answer stating that you are just a manager and can't do anything about this. and to the corporate customer service, how come a branch manager has more power over a case than you? this people just give you the runaway just to make you pay to reactive your account. 

      Sincerely,

      *************************
    • Initial Complaint

      Date:07/25/2024

      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.
      On July 22nd ****************************************** **************** and a tow truck driver pulled up and snatched my car as I tried to get personal belongings and see why he was snatching my car he cursed me got into my business in front of the everybody in the parking lot and yelled at me and talk to me like I was less than nothing I do not appreciate this it's disrespectful I paid cash for this car and I don't understand why the company will not call me back I have contacted the person who's responsible for all of this and they refuse to give me any information so I've had to go through the corporation I do apologize for doing it this way but I have no other choice at this point it has my belongings in there that's all I've asked for and I've got nothing not even a call back I would appreciate my personal belongings out of this car Thank you

      Business Response

      Date: 07/29/2024

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

       

      We are sorry to hear about that encountered. Can you please provide additional information on the issue?

      Was the vehicle repossessed? Do you have a buyer number with IAA?

      How was IAA involved in this situation? 

       

      Please help us filled the blanks in order to under how we can better assist you. 

      Thank you, 

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

      Buyer Service Supervisor

    • Initial Complaint

      Date:07/21/2024

      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.
      IAAI now owned by ******* ***** has sold Take down ********* Numerous vehicles with the label RUN AND DRIVE next to their vehicles, only 3 of the 36 vehicles Starts, and NONE of the vehicles move. The word Run means the engine of a vehicle turns on and stays running, the word DRIVE means the vehicle moves forward and reverses. IaaI aka ******* **** are running a complete Scam auction in which they not only lie about the condition of the vehicles their selling but they also bid on the vehicles themselves using overseas accounts, in order to increase the bidding amount. If you go on Iaai website you will also see the words normal wear and tear next to their vehicles but if you check the sound of the engine video ALL of their engines clearly have a knock or tapping sound which indicates engine damage. IAAi needs to remove RUN AND DRIVE, NORMAL WEAR AND TEAR from their announcements immediately.

      Business Response

      Date: 07/23/2024

      Hello ********************, 

       

      Thank you for submitting your claim. 

      Please remember we are an auction business dealing with salvage vehicles. The information we received is the information provided by our providers (sellers, insurance companies, etc) We do not have mechanics at our facilities and can only do basic inspection. 

      If our buyers wish to bid on a vehicle they can always preview the vehicle a day before the auction or send an inspector a day before the auction. 

      We do advise our buyers there might be more damage than listed and is also part of our policy. 

      Please see the link to our policy and also the Run and Drive since it has been change through IAA time. 

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

       

      6. ANY STATEMENT THAT A VEHICLE STARTS (SUCH AS THROUGH A Y UNDER THE STARTS COLUMN) MEANS THAT THE VEHICLES MOTOR STARTED (EITHER WITH OR WITHOUT A JUMP) AND IDLED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A WARRANTY OR REPRESENTATION THAT THE VEHICLE WILL START, DRIVE, SHIFT, OR MOVE FORWARD AT ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.


      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 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.

       

      Thank you, 

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

      Buyer Service Supervisor 

      Customer Answer

      Date: 07/24/2024

       
      Complaint: 22022658

      I am rejecting this response because:
      Iaai says the Run and Drive vehicles forward and reverse engages but that statement is a complete lie. In fact if anyone contacts any branch especially the ***************** branch or the **************************** branch the operator will inform you that Run and Drive means the engine starts and the STEERING WHEEL HAS BEEN TURNED LEFT AND RIGHT, no mention of any vehicle being driven forward or backwards, THEY ALSO STATE DURING IAAI INSPECTION THE VEHICLE IS NOT MOVED AND NO GEARS ARE ENGAGED. Furthermore branches like AVENEL ********** AND NEWBURGH ******** no preview is allowed, even if preview is allowed at any branch, you can only LOOK at the vehicle. Iaai and ******* **** bankers very well know these vehicle Transmissions do not engage, instead of being honest and not fueled by greed they choose to blatantly LIE. Iaai ******* **** bankers need to show the vehicle forward and reverse working the same way they have video of the engine RUNNING, otherwise the RUN AND DRIVE  announcement is a complete scam to regain profit from the ******* **** purchase of this so called salvage auction. 
      Sincerely,

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

      Business Response

      Date: 07/25/2024

      Thank you for your email. We apologize that you are unhappy with the previous response regarding our run-and-drive process. Unfortunately, we will not be changing our explanation of a run-drive vehicle.

      Regarding your complaints about our branches, we will forward this communication to the Branch Manager for review.

       

      Thank you, 

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

      Customer Answer

      Date: 07/29/2024

       
      Complaint: 22022658

      I am rejecting this response because:
      The statement RUN means an engine is in running condition, the statement DRIVE means a vehicle has been tested and proven to at the very least move.  The word SALVAGE only refers to a vehicles title..for example Clean title, salvage title, rebuilt title. There is no such thing as a salvage vehicle. The fact iaai/******* ***** charges $600 buyer fees on a $1000 vehicle but will not be transparent in simple wording shows a lack of respect for their customers both at home and abroad. *********************** is a multi BILLION dollar company but will not spend a ***** on being honest about the vehicle inspection process but would rather scam us with words like run & drive or normal wear & tear, then when a customer who spends thousands of their hard earned money complains with valid points, their only response is these cars are SALVAGE cars. If the vehicles are all salvage in other words JUNK, then why even announce anything then? The reason for the blatant lies is because those words being used to advertise the vehicles are all a marketing scheme to finesse dealers into buying. Thank you iaai/******* **** for showing us that you are more than willing to take our money but not willing to answer to the hundreds of online complaints about your underhanded, nasty, scam practices. 
      Sincerely,

      *******************************
    • Initial Complaint

      Date:07/19/2024

      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.
      7/18/2024 I purchased a vehicle with the buy it now feature from the detroit branch on ************** . 2005 **** f150 stock number ******** . This vehicle was scored 50/50 and was listed as a clear title . Upon arriving at the offsite yard at *************** I noticed that the vehicle was in way worse condition than what was described. The frame on this vehicle is completely rotted through In several places . It went to a junkyard specifically the clunker ****** to get scrapped and I dont understand how it still has a clean green title and it wasnt listed as salvaged or something of the sort and I dont understand why the damage given said just front and rear when it shouldve said frame damage. . This vehicle is not structurally safe at all to drive and I would like to see what you guys can do about reimbursing me in some sort of way or refunding this vehicle . I paid almost $2000 for a vehicle worth $500 in scrap

      Business Response

      Date: 07/22/2024

      Dear ******************, 

       

      Thank you for submitting your claim to IAA. 

      After further research we have concluded the following:


      We apologize for any inconvenience; however all vehicles are sold as is. We offer a preview day so buyers can come and inspect vehicles. We are a salvage auction not a whole car so our units are distressed vehicles. We cannot return the vehicle; however, we can resell it on your behalf. I have copied our auction rules and polies for your review.

      Auction Rules | IAA-Insurance Auto Auctions (iaai.com)


      Disclaimers, Representations, and Warranties

      PLEASE READ CAREFULLY AS THE FOLLOWING PROVISIONS AFFECT A BUYERS LEGAL RIGHTS AGAINST IAA.

      BY REGISTERING WITH IAA AS A BUYER AND PRIOR TO PLACING A BID AT AUCTION, BUYER WARRANTS THAT BUYER HAS READ AND UNDERSTANDS THE FOLLOWING CONDITIONS OF SALE AND AGREES TO BE BOUND BY THEM:

      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 ***** 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 

      Customer Answer

      Date: 08/05/2024

       
      Complaint: 22013587

      I am rejecting this response because: I am not satisfied with the answer that has been given . I dont get how the iaa auction can say theyre a salvage auction but the only available items to the public are cars that have a clean green title. Public buyers are not slowed to buy salvage vehicles from the iaa auction only licensed dealers or licensed salvage car buyers are . This car came from a junk yard but that was not disclosed with me at all and I had to do my own fudging after the purchase . This care belonged to a junk car buyer out of ******* and was sold through the *** . So therefore I dont understand how the car was still listed with a clean green title . In that cause it should been issued a salvage title and I would not have purchased the vehicle . The vehicle they sold me cannot pass any sort of inspection and had been deeemed unsafe to drive . Nothing matched up with their description or details about the vehicle at all . I dont understand how theyre allowed to sell a vehicle with a clean green title that was already ownrd by a saoveg yard and salvage vehicles are not allowed to be bought by public buyers . I feel like they should be held responsible for the false ksiting of the vehicle and going against theyre own rebukes and standards for a vehicle to be available to the public .

      Sincerely,

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

      Business Response

      Date: 08/05/2024

      Dear ******************, 

      Thank you for re-submitting your claim to IAA, please be advise we followed IAA guidelines. 


      After further research we have concluded the following and unfortunately the policy remains the same. 

      We apologize for any inconvenience; however all vehicles are sold as is. We offer a preview day so buyers can come and inspect vehicles. We are a salvage auction not a whole car so our units are distressed vehicles. We cannot return the vehicle; however, we can resell it on your behalf. I have copied our auction rules and polies for your review.

      Auction Rules | IAA-Insurance Auto Auctions (iaai.com)

      Disclaimers, Representations, and Warranties

      PLEASE READ CAREFULLY AS THE FOLLOWING PROVISIONS AFFECT A BUYERS LEGAL RIGHTS AGAINST IAA.

      BY REGISTERING WITH IAA AS A BUYER AND PRIOR TO PLACING A BID AT AUCTION, BUYER WARRANTS THAT BUYER HAS READ AND UNDERSTANDS THE FOLLOWING CONDITIONS OF SALE AND AGREES TO BE BOUND BY THEM:

      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 ***** 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:07/11/2024

      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 04/06/24 I purchased a vehicle from IAA for $2464.00 and I was notified by the branch I wasn't able to pick up the vehicle due to owner requested to removed some parts off the vehicle. Vehicle was sold an error by IAA. I was force by the branch that I still had to pay and I refused to pay but was told if I didn't pay I was going to receive a $1000 fee. I decided to pay and payment was issued on 04/09/24. Branch manager ***** had sent me some documents for they can provide me a credit for the amount I had paid which paperwork was sign and give to the branch manger in person on 04/15/24. It's been three months and I haven't received my credit. I been calling the branch and only respond I get is that the branch manager still working on my credit but no ETA can be provided. I also called corporate but some respond that they need to reach out to the branch for updates. I need this to be resolved ASAP and requesting a full refund check. I no longer want a credit on to be added to my account.

      Business Response

      Date: 07/12/2024

      Hello Mr. ***********************, 

       

      Thank you for submitting your claim. 

      We need some clarification on your due to we have review and investigated and found the following. 

      Was this for stock#********? Can you please confirm your buyer#?

      It looks like you purchased the unit and already picked it up, is that correct? 

      Do you have the agreement between you and the branch in writing where they advise of the credit that will be given to you?  Is the vehicle still at the IAA facility or was it removed from the IAA property? and do you have the images taken of the vehicle before it was removed from IAA? 

       

      We will greatly appreciate if you can respond in order to review the claim, as per IAA policy all units are sold as is but if you have images within IAA property and email communication with the branch in regards to the claim. 

       

      Thank ****************************************************** Services Supervisor

       

       

       

       

    • Initial Complaint

      Date:07/09/2024

      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 ******************************* Buyer ID ****** purchased a vehicle through the IAA Transport online auction on June 12, 2024 that clearly states run and drive. When I went to pickup for vehicle it didnt start at all. No one ever emailed or contacted me or Business Car Lab Auto Sales to advise it wasnt running. I have attempted to rectify the issue with the IAA transports ********************** branch but they have been ignoring my request for refund.

      Business Response

      Date: 07/11/2024

      Hello Mr. ************************************************** you for reaching out to IAA with your claim.  

      We have review the situation, it looks you also contacted ************* and have a pending case open. The branch manage has already responded and advise the same information below. 

      Buyers have the ability to inspect the vehicle prior the auction, if the buyer is not able to go in person we have a section where a buyer can hired an inspector and do it for them. 

       Please also see our Auction Rules of IAA that was accepted by you when you register with IAA. I have attached the link below.

      Auction Rules | IAA-Insurance Auto Auctions (iaai.com)

      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.

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

      7. ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION RUN & DRIVE) MEANS THAT THE ENGINE STARTED (EITHER WITH OR WITHOUT A JUMP), BOTH THE FORWARD AND REVERSE GEARS ENGAGED AND FROM THE STARTING POSITION, THE STEERING WHEEL MADE ONE FULL ROTATION TO THE RIGHT AND ONE FULL ROTATION TO THE LEFT, ALL AT THE **** 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.

      Please also be advise the branch is requesting for the vehicle to be picked up as soon as possible or fees will start to accumulate. 

      Thank You, 

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

      ************* Supervisor

       

    • Initial Complaint

      Date:06/28/2024

      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.
      Hello, I have been dealing with IAA for a couple Years, no big issues . On the 25th of this Month I bid $2500.00 for a 1968 Dodge , I immediately got a award message for $15000. 00. within 1 minute I called and they said I did buy it now and I owed over $16000.00 to them. I explained to them I Did Not do that. They said call the branch where the car was, They were very nasty and gave me another number to call . Turns out it was the first number I called. We have had 8 emails in the last few Days . They say I bought the car. I have been doing this since the 70s, I did not do buy it now. I called a lot of people I know in the auto industry and turns out this is not an isolated incident , near half of them said it happened to them or knew someone that had the same problem.I did not buy this car and do not want this car. I put low bids in on cars so I can get the auction results for future buys. Any help You can give me on this would be appreciated. Thank You

      Business Response

      Date: 07/01/2024

      Hello Mr. ****************************;

       

      Thank you for reaching out to us in regards to your claim. 

      After further investigation the stock# mention was purchased through the Buy Now option on our site. Meaning you click on the Buy Now and then confirmed the sale, making the system award the vehicle to your account. 

      The vehicle was purchased with your credentials. 

      The agent already contact the branch and they agree with the information provided. If you no longer want the vehicle, it can be removed but you will need to pay the renege fee. 

      The renege fee is $1000 or 15% of the sale price (whichever is greater), the renege fee for this instance due to the ve4hicle bid is $15,000 would be the 15% which is $2250.00

       

      if the unit is not paid off after 7 business days from date awarded, the branch can automatically renege the stock. The account will be suspended until the renege is paid off. 

       

      Pleas be mindful this is our policy that was accepted when you register with IAA. Please see the auction rules below:

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

      Buy Now Vehicles - 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.

      Renege Fee - In the event Buyer fails to pay for a vehicle within seven (7) calendar days inclusive of the day the vehicle is awarded to Buyer, Buyer shall pay IAA a Renege Fee equal to $1,000 or 15% of sale price, whichever is greater. Buyer is also responsible for any and all costs and expenses incurred by IAA arising out of or related to collecting the Renege Fee, including attorneys fees and court costs. Bidding privileges will be suspended until the Renege Fee has been received by IAA. Any buyer that reneges on a second vehicle may have bidding privileges revoked.

      Account Responsibility - Buyer is responsible for all transactions on its account, including, without limitation, all bids placed by authorized bidders and bids submitted through IAAs ************** using the login name and password issued to the Buyer. Accounts cannot be transferred. In the event of unauthorized use of Buyers ID card or login information, Buyer shall be responsible for all charges incurred prior to receipt of written notice by IAA advising of such unauthorized use.

       

      Thank You, 

       

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

      Buyer Service Supervisor 

       

      Customer Answer

      Date: 07/02/2024

       
      Complaint: 21918245

      I am rejecting this response because: I did not "buy it now" this vehicle. I bid $2500 on this vehicle and an award "won this" popped up on my email and within ONE MINUTE I called IAA on the phone and spoke to a very nasty lady who said "too bad, you bought it." I explained every way I could what had transpired a minute ago and she advised to call the branch where it is located. I did and their response was they could do nothing and gave me another number to call.  Turns out that was the original number I had called initially. They claim that their log says I did this. Are these logs regulated by the state or any other government organization? The only evidence I have is them stating I bought the car.  I never agreed to purchase this vehicle. I will never agree to this...giving them money for something I did not do. I have owned a car dealership for 50+ years and have never encounter a situation such as this. Thank you for your prompt attention to this matter.

      Sincerely,

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

      Business Response

      Date: 07/03/2024

      Hello Mr. ****************************;


      We have done our research and have come to the same conclusion. The stock# mention was purchased through the Buy Now option on our site. Meaning you click on the Buy Now and then confirmed the sale, making the system award the vehicle to your account. 


      The vehicle was purchased with your credentials. No one else has access to your credentials. The agent already contact the branch and they agree with the information provided. If you no longer want the vehicle, it can be removed but you will need to pay the renege fee. 


      The renege fee is $1000 or 15% of the sale price (whichever is greater), the renege fee for this instance due to the vehicle bid is $15,000 would be the 15% which is $2250.00

      If the unit is not paid off after 7 business days from date awarded, the branch can automatically renege the stock. The account will be suspended until the renege is paid off. 

      Pleas be mindful this is our policy that was accepted when you register with IAA. Please see the auction rules below:
      ****************************************************


      Buy Now Vehicles - 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.


      Renege Fee - In the event Buyer fails to pay for a vehicle within seven (7) calendar days inclusive of the day the vehicle is awarded to Buyer, Buyer shall pay IAA a Renege Fee equal to $1,000 or 15% of sale price, whichever is greater. Buyer is also responsible for any and all costs and expenses incurred by IAA arising out of or related to collecting the Renege Fee, including attorneys fees and court costs. Bidding privileges will be suspended until the Renege Fee has been received by IAA. Any buyer that reneges on a second vehicle may have bidding privileges revoked.


      Account Responsibility - Buyer is responsible for all transactions on its account, including, without limitation, all bids placed by authorized bidders and bids submitted through IAAs ************** using the login name and password issued to the Buyer. Accounts cannot be transferred. In the event of unauthorized use of Buyers ID card or login information, Buyer shall be responsible for all charges incurred prior to receipt of written notice by IAA advising of such unauthorized use.

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

      Customer Answer

      Date: 07/09/2024

       
      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.

      Sincerely,

      *******************************
    • Initial Complaint

      Date:06/14/2024

      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.
      The tow from this yard tow my car 4 days earlier than the schedule tow day from body shop. All my person stuff is still in the car, I don't know what to do. I already lost enough from the claim, and the yard told statefarm I had to be there during business hour to pick up my personal stuff. That is a extra lost for me and I DO NOT want it. Statefarm not able to assist me about the issue since there is nothing they can do, it is out of statefarm's control and IAA will not make any arrangement for their mistake. Everyone told me I had to take this extra lost get my **** out of work and go to the yard to cover their mistake. H*** NO! I am holding my title until this issue solved, already wasting tons of times make lots of call. The IAA tow ***************** pay for my wasted time!!!

      Business Response

      Date: 06/17/2024

      Hello ************, 

       

      Thank you for submitting your feedback, please be advise you will need to address the complaint with your insurance provider as they are the ones that provide the information to IAA. 

      They also advise the date the vehicle needs to be pickup. IAA can only follow directions on the information that the providers enters into our system for the vehicle. 

      This is a matter unfortunately IAA cannot help you resolved as it involves a 3rd party which is your provider. 

       

      Customer Answer

      Date: 06/21/2024

       
      Complaint: 21849081

      I am rejecting this response because: 

      The insurance provider Statefarm has a claim handler on total loss.  They already comfirm my car will be towed on Monday, and the reason is I need time to pick up my stuff from the car.  By the time I contact the bodyshop the car stored at.  They said it is already towed.  It is 4 day earlier towing and it is unaccptable for any reason.  Please provided proof that Statefarm request the tow before the expect towing date.  I call Statefarm lots of time and they comfirm to me the towing is on Monday, also they contact IAA for any solution for this issue and get all negative.  From my view, IAA causing extra loss on my insurance claim and I am already put lots of extra time on contacting my insurance company and IAA branch.  My claim still on hold and my bills still stucked by this issue.  That is another a loss of use of my money.  


      Sincerely,

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

      Business Response

      Date: 06/25/2024

      Hello ************, 

       

      Once again, we are not able to provide any information to you, you will have to contact directly your insurance provider. They can provide the same information in our system. 

      When a provider opens a claim with Insurance Auto Auction, they provide all the information. We do not pickup any vehicle unless the provide (Insurance Company) advises IAA that the vehicle has been released for pickup. 

       

      There is nothing we can do from IAA part. Please submit your claim through your insurance provider. We also left notes under the vehicle page that the State Farm agent will have access to see since again they have access to our site. 

       

      Thank you, 

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

      Buyer Services Supervisor. 

    • Initial Complaint

      Date:05/30/2024

      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.
      Purchased a Car trought their auction When my tow car arrived for pick up the car the car was nowhere to be found. Contacted their office numerous times via phone and email to get a resolution to my issue. I would like to have IAA contact me regarding a resolution as wheres my car or my money back.

      Business Response

      Date: 06/03/2024

      Good Morning *****, 

      Sorry to hear about your experience. The receipt shows the vehicle was sold to one of our buyers. Since the purchased was made through them, you will need to contact the owner of the account that was used to purchased the vehicle.

      IAA cannot assist 3rd party. The owner of the account can contact ***** Services directly and an investigation of the issue can take placed. 

       

      Thank you 

       

       

      Customer Answer

      Date: 06/04/2024

       
      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.  Im already in contact with the manager of the location 

      Sincerely,

      *****************************
    • Initial Complaint

      Date:05/20/2024

      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.
      Here is a list of the several items that were stolen from my vehicle recently, resulting in a significant financial and emotional loss. The situation has been deeply frustrating and distressing for me. I will attach pictures.Among the stolen items are numerous belongings which were of considerable value to me. The perpetrator not only took these items but also left behind empty boxes, indicating a thorough search of the vehicle. Regrettably, I cannot provide an exhaustive list of stolen items as there were many possessions within the vehicle, and the incident has made it difficult for me to recall everything that was taken.This incident is wholly unacceptable, and I am profoundly dismayed by the violation of my property. I have worked diligently to acquire these belongings, and their theft represents a gross breach of trust and security. Moreover, the loss is compounded by the fact that my vehicle has been rendered inoperable, exacerbating the financial strain caused by this ordeal.In an effort to facilitate the recovery process, I have endeavored to provide receipts for as many of the stolen items as possible. For those items for which I do not possess receipts, I have conducted online research to ascertain their respective values.I urge for swift action to address this matter and apprehend the perpetrator responsible for this reprehensible act. The stress and burden of this situation are overwhelming, and I am eager to see justice served.Thank you for your attention to this matter. Let me know if you need anything else.

      Business Response

      Date: 05/22/2024

      Good Morning ************, 

       

      We are sorry to hear on your experience with us, can you please provide more information. Your email is not register as a buyer with IAA. You mentioned your vehicle was declare a total loss, do you have the full *** in order to review which location had your vehicle. 

       

      Please be aware when this type of situations happens and IAA takes on a vehicle for a total loss, it does not come directly to IAA, sometimes it's taken to a different lot or different transportation is used before being sent to IAA. 

      Please provide the *** in order to investigate the notes. 

       

       

       

       

      Customer Answer

      Date: 05/22/2024

       
      Complaint: 21738276

      I am rejecting this response because:

       

      Hello, thank you for your quick response. Here is the vin *****************. Me and my insurance company contacted the tow company who brought my car directly to IAA Fremont from the accident. I followed the tow truck to the drop off in *******. They sent us pictures as well that were forwarded to IAA. The tow truck company reported they do not go inside the vehicles or trunk as there is no reason for them to do so. I was present from the pickup to dropoff. 

      Sincerely,

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

      Business Response

      Date: 05/23/2024

      Thank you for providing the stock number, we will review the information and get to you once we have communicated with the branch where the vehicle was located and the locations it was picked up. 

       

       

      Customer Answer

      Date: 05/29/2024

       
      Complaint: 21738276

      I am rejecting this response because: I have not heard any response from the business.

      Sincerely,

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

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