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

  160 Amaral St Riverside, RI 02915

• 

  Insurance Auto Auction

  1210 Kings Rd Schenectady, NY 12303

• 

  IAA

  66 Peconic Ave Medford, NY 11763

  
• 

  Insurance Auto Auctions, Inc

  15369 Dunnings Hwy East Freedom, PA 16637

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2024

  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.

  I bought a vehicle in 1/25/24 , the ad stated Clean title , No dmv fees something that in my purchase history I would buy . Turns out the vehicle is salvage title and owes $600 DMV fees and doesnt drive . I spoke yo the branch manage *** and said he couldnt help me I have been calling so many times to speak to someone and sadly I been getting the run around every time . I need to speak to someone that can help me and take matters in . I am extremely upset that we sincerely have to go way beyond to get some sore off help . Stock number # ********

  

  Business Response

  Date: 05/13/2024

  ID of ********.
  
  
  Thank you for reaching out. Upon reviewing your account, it appears that you acquired stock #******** on 01/26/2024. At the time of purchase, the stock was designated as having a clear title for the state of ********** exclusively. It's crucial to thoroughly research and consult with the *** before purchasing a vehicle through an IAA auction to ensure its registration eligibility in specific states. Regrettably, as stated in our auction rules: "IT IS THE SOLE RESPONSIBILITY OF THE ***** TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. THE ***** EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA."
  
  
  Thank you,
  
  
  *************************;
  Supervisor, Buyer Services 

• Initial Complaint

  Date:05/08/2024

  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 insurance delivered my vehicle to IAA in October of 2023 for an evaluation. IAA incorrectly put a salvage report on my vehicle with out being told to by my insurance (my vehicle only had a coolant leak and was sent to IAA on accident to begin with). They have since refused to give me any information or correct their mistake after being contacted MANY times over the last 7 months. I finally emailed sailying I needed them to fix it before legal action was taken since they were refusing to do so and legal action is the only other option I have left if they won't make it right and in response they ignored my emails for weeks and only after my third attempt at asking for a follow up response was I informed that they would not be helping me since I mentioned legal action and that I would need to call their corporate office which I've already done multiple times with no help from anyone. IAAs mistake and refusals to take accountability or correct their own error has lowered the value of my vehicle from 11 thousand dollars to 300 because it is now deemed as a salvage vehicle due to their negligence. If the 7 months that I have been trying to get them to take responsibility and correct their mistake the value on my car for a non salvage has lowered by over 600 dollars. IAAs incompetence has now cost me over a thousand dollars since I had to pay to tow my car across the country and loss of value since I was prevented from selling as a direct result of their bad buisness practices. My Vin number is ***************** The stock number from IAA is ******** Attached is the salvage report that was very clearly submitted to NMVTIS by IAA with their name written plainly on it and a letter from my insurance stating that my car was never deemed a salvage which IAA has already been provided with multiple times.

  

  Business Response

  Date: 05/14/2024

  Good Morning Mrs. *********, 

  Thank you for reaching out to us with your concern. As we where looking into the stock notes you provided, the branch Elkton is already looking into the issue as they advise they could not have made the report as the Insurance provider never sent over the title. In order for us to submit or change anything we need to have the title at hand and it was never provided by the insurance company. We have already contacted your provider. 

   

  Also please be advise the owner of the vehicle is not your name, so obtaining information from ***** Services will be impossible since we cannot release any information to 3rd parties. 

  The owner of the stock register under IAA can contact the branch as they are the ones handling the issue. Please be advise IAA only places information on a stock if the provider/insurance company provides it. We do not change or update anything unless we are told by the insurance company. 

   

  Please let us know if you have any other questions or concerns but in regards to the stock mention above we are not able to assist as the owner on our site it's not under you. 

   

   

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21686393
  
  I am rejecting this response because: putting the car under my husband's name was yet another mistake made by IAA. I am the only person on the title of the vehicle so by giving my information to anyone else you are the ones providing MY information to a 3rd party. I also understand that you did not have my title and that is because my insurance never declared my vehicle to be a salvage. You did not file my title as a salvage title. You put in a salvage REPORT on NMVTIS. Your name is quite literally on the report and I provided a screenshot of that so it's not a matter "if" IAA filed the incorrect salvage report on my vehicle. It's a matter of IAA  correcting their mistake that is plain and clearly their fault. IAA is listed as the reporting agency with NMVTIS. It wasn't anyone else and the title is irrelevant because you clearly DID put in a report with out having it. Attached is an updated screenshot from today, May 15th 2024 that shows there is still a salvage report on my car reported by IAA on October 30th 2023 when my car was still with IAA along with the entire report so you can see it in detail yourself. It's not a question of if it happened or If IAA is responsible since the clear answer to both questions is yes. I need IAAs many mistakes corrected as I am loosing value on my vehicle as a direct result of your negligence. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 05/17/2024

  Complaint: 21686393
  
  
  Thank you for your email. I apologize for any inconvenience caused. I have reviewed the submitted information and am working to correct the salvage report on NMVTIS. I hope to have this resolved by next week and will update you once it is removed.
  
  
  *************************;
  Supervisor, Buyer Services 
  IAA Buyer Services
  ************************************************;
   Toll Free ************ | International: ************
  Website www.iaai.com

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21686393
  
  I am rejecting this response because: the issue has still not been corrected and I have hear no word on compensation for the depreciation of the vehicle at of May 30th 2024 attached is another copy of the report that was run yesterday showing that there is still a salvage record on my vehicle. 
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21686393
  
  I am rejecting this response because: the issue has still not been corrected and I have hear no word on compensation for the depreciation of the vehicle at of May 30th 2024 attached is another copy of the report that was run yesterday showing that there is still a salvage record on my vehicle. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 06/03/2024

  Hello *********, 

   

  We are working with our legal team to get this issue resolved.

  Please be patient as this is a process, once we have confirmation that is has been removed. 

  We would respond back to you. 

  In regards to compensation for the depreciation value of the vehicle, we would not be able to compensation for that. 

  Sorry for any inconveniences this may has caused you. 

   

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

• Initial Complaint

  Date:04/23/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my personal vehicle given away to a total stranger without ID, verification of paperwork or payment and without verifying the *** number of the vehicle.The company has admitted fault and has yet to rectify the situation, they're ignoring my calls, have not call me back or reached out to me.The lady that gave my car away still works for the company. The name of the company is IAA redemption ********** located off ***************** in ********.

  

  Business Response

  Date: 04/26/2024

  Hello, 

   

  We will reached out to the complainant for more information as the information provided is not register with IAA. We would need to make sure they did not purchase the vehicle through a 3rd party vender as doing so all request for complaints will have to go through them. 

   

  Let us know if you have any questions. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21613397
  
  I am rejecting this response because: See attached police report 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/30/2024

  Good Morning Ms. ********. 

   

  Following up on our recent correspondence, it appears that you've been coordinating with the police and our Birmingham Branch concerning your vehicle. However, it has come to our attention that you have secured legal representation in this matter.

  
  In light of your legal representation, we must now direct all further communications to our legal team. Please address any legal matters to ************************************* specifying "legal" in the attention line.

  Customer Answer

  Date: 05/01/2024

   
  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. Due to the fact that the police are involved as well as my  legal representation. Looking to close out the case and matter with the company as soon as possible!!! 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/17/2024

  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 vehicle on 4/6/2024 from ********* Insurance Auto Auction, the advertisement listed the damages as Front and Rear as the Primary Damage and Left and Right Side as the secondary damage. I contacted the manager at IAA Nashville and mentioned that there were additional damages that were not disclosed on the listing. The undercarriage is severely damaged. Manager states they don't look underneath the vehicles but I can provide many examples where that is not true and they list undercarriage damage if there is any. All I requested is that we are allowed to list the vehicle just the same way we purchased it and he is now refusing saying we now have to list the undercarriage damage. This is beyond unfair as he falsely advertised it in the first place and I have proof of the original pictures including the original listing. After I disclosed this information, he is saying that we must include that there is undercarriage damage. We are being punished for something they should have disclosed when they sold it to us. I have included listings in which they list if there is undercarriage damage. I also have proof of the email exchange with the manager who told me it was not falsely advertised but then turns around and says I have to list there is damage that was not disclosed to me when I purchased it.

  

  Business Response

  Date: 04/19/2024

  Hello, 

   

  We have spoken to the buyer and advise of our policy. The vehicles are listed with the information provided by the provider/seller. We do not have mechanics at our location to fully inspect the vehicles. When a vehicle is received the information provided is why the vehicle was lost. IAA can only do a once over outside of the vehicle as we do not have any in detail mechanics. Also, buyers are welcome to inspect a vehicle before the auction and if they are not able to come, they can hired an inspector to inspect the vehicle in more details. 

  Since the damage under the vehicle has been made aware, the branch can rerun, but we do need to declare there is damage to it as it was advise to the branch. 

   

  Buyers agree to our policy when they signed up with IAA and we are trying our best to help him and our business. Please see a copy of our policy on the bottom. 

  ***********************************************************1aiwkip*_ga*MTg2NDgwNzk5NS4xNzEyOTUxMTIx*_ga_8J4GTR5B9Q*MTcxMzUyNTk2NC4xMDUuMC4xNzEzNTI1OTgzLjAuMC4xMjI2NzM4ODk4 

  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.

  9. A GENERAL STATEMENT REGARDING THE LOCATION OF DAMAGE TO THE VEHICLE, SUCH AS FRONT END DAMAGE OR REAR END DAMAGE, IS NOT INTENDED TO BE INCLUSIVE OR EXHAUSTIVE OF ALL OF THE DAMAGE THE VEHICLE HAS SUFFERED.

  
  10. VEHICLES MAY CONTAIN HIDDEN DAMAGE TO THE UNDERCARRIAGE OR SUSPENSION, ELECTRICAL MALFUNCTIONS, FRAME DAMAGE, MISSING COMPONENTS, WATER DAMAGE, BIOHAZARRD DAMAGE, OR OTHER HIDDEN OR UNDISCLOSED DAMAGE. IN PLACING BIDS OR BUYING VEHICLES, BUYER ACKNOWLEDGES AND ACCEPTS THESE RISKS.

• Initial Complaint

  Date:03/30/2024

  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.

  Reference Turo Claim ****** / Work Order #******* After the car was deemed a total loss, IAAI and **** worked together on processing the insurance claim. I paid **** $2700 to buy the car back and must have received the vehicle title in my name (no liens).The title I received had a lienholder on it.I reached out to Turo and IAAI multiple time over last 1.5 months and they kept pointing fingers to each other, and never had the issue resolved.I expect to receive the vehicle lien release or a title without lineholder on it in a timely manner.I am also filing a BBB complaint against Turo on the same.Thanks.

  

  Business Response

  Date: 04/01/2024

  Thank you for your email,

  To be better able to possibly assist you with this case I would need to know the IAA information. I need to know the vin number and what branch it was taken to. after I have received that information from you I can then reach out to that branch manager for more Insite into this matter.

  Thanks

  ******* (********************

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

   

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21508580
  
  Thanks for your attention. You have already had this information - the title with VIN number was attached to the case. I believe that the location was ******* **, you should be able to see this from the Work order number also listed in the complaint.

  For your reference I am providing this information again:

  VIN *****************

  Work order 1617231

  Location ******* **

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

  

  Business Response

  Date: 04/04/2024

  Thank you for your email,

  I am sorry to say that this is the first communication we have had about this. In this message You do not state what the issue is or what took place. I received this complaint from BBB stating it was sent 3/30/24 so there is no information I received about this vin number. please respond back with the main complaint about this vin and I will try to assist you as best as possible.

  Thanks

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

• Initial Complaint

  Date:03/27/2024

  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.

  buyer number ****** Stock#:38231055 VIN:***************** on dec 26,2023 i purchase a 2023 ***** cx-5 from insurance auto auction, the vehicle was listed and advertise on there website as bill of sale delay. iaai never listed or disclose on there website that the vehicle had a active lien holder with ************ CREDIT CORP since jan 23,2023. i reach out to the location and inform the auction that iaai will have to provide me a lien release or take back the vehicle for not disclosing the information on there website. new york state dmv requires all auction including used car dealers and ************* marshals to advertise and disclose lien holder prior before sale. insurance auto auction is not exempt from this law.this is the second time iaai failed to disclose information, on September 22,2020 i purchase a 2015 ***** accord stock ******** / vin: 1hgcr2f33fa045339. iaai failed to disclose that westlake finance was the lien holder.insurance auto auction only refunded my money back because i file a complaint with new York state dmv the vehicle was purchase since dec 26,2023, insurance auto auction listed bill of sale delayed, but never advertise or listed on there website that the bill of sale can take up to three to four months. a buyer should be able to returned the vehicle back if they cant provide the document with in reasonable time, it has been three months waiting for one document.

  

  Business Response

  Date: 03/29/2024

  Thank you for your email,

  Per IAA auction rules:  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. 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.

  Sorry to hear of your misunderstanding of IAA auction rules.

  Thanks Will

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21496843
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  i spoke with the new *************** of motor vehicle in ******, they said insurance auto auction is require by  ************** law to disclose any active lien before the sale of the auction. insurance auto auction knew the vehicles have active lien and failed to disclose the information to buyer.

   

   

   

  

  Business Response

  Date: 04/02/2024

  Thank you for your response back.

  After speaking to the branch manager, he explained the following:

  "This was reviewed by my area director:
  
  Stock ******** was purchased in the Long Island branch under a ** Bill of Sale.
  The vehicle is owned buy the ****.  The **** acquired ownership of this vehicle pursuant to Section 1224 of the ******************** Vehicle and Traffic Law.
  The registered owner and lienholder have forfeited any rights to the vehicle under Section 1224 of the ******************** Vehicle and Traffic Law.
  Once the ** Bill of Sale is available we will ***** it to you. You can then make an application for title within 30 days of receipt of the Bill of Sale with NY DMV using the ******** VTL application.
  
  Any questions regarding the ** Bill of Sale and what is required and entailed should have been addressed prior to bidding on and purchasing the vehicle as processes vary per state.
  As per the Auction Rules:
   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." He also explained the **** legal terms when selling their vehicles.
  

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21496843
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  i have spoken with the ******** department motor vehicle on this subject, they explain to me that insurance auto auction is still required to disclose any active lien holder prior before ****. my business is in the ****************, which my local department of motor vehicle doesn't accept ******** bill of **** with a active lien. i have been advised by the New *************** of motor vehicle that i can file a complaint. against insurance auto auction dba automotive recover service.   it doesn't matter if the agency is ******** police department or the ************* marshal. i have uploaded a example of the ************* marshal **** this week, they are having auctions from April 6 to April 16,2024.  all of their auction is disclosing who's the lien holder prior before ****.   insurance auto auction needs to provide me a lien release or take back the vehicle and refund all my expense.

• Initial Complaint

  Date:03/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from auction and had it delivered. I inspected the vehicle after paying for it and before delivery. The vehicle upon receipt was damaged from handling by either iaai or the transport company used. I reached out to get the matter resolved but no response. The passenger side mirror was broken and the tire was flat and the battery stolen from the vehicle prior to delivery. I would like to receive a full refund or replacement parts

  

  Business Response

  Date: 03/22/2024

  Thank you for your email.

  After reading your email there ae a couple of things I will need to be better able to try to assist you with this complaint. I need to know who the transportation company was (IAA or 3rd party), also I need to know what branch the vehicle came from and also the vin number of the vehicle in question. Once I receive that information from you, I will then be able to reach out to that branch manager and see what may have taken place.

  Thanks ******* (********************

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

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21464260
  
  I am rejecting this response because: I have not been compensated for the damaged item.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/28/2024

  Thank you for your email back, 

  There was some information that I needed from you to try and better assist you with this complaint. I requested on 3/22/24 @07:50 that I need to know who the transportation company was (IAA or 3rd party), also I need to know what branch the vehicle came from and also the vin number of the vehicle in question. Once I receive that information from you, I will then be able to reach out to that branch manager and see what may have taken place.

  The only information you sent back was that you were not compensated. I cannot assist you without the above information.

  
  Thanks 

  ******* (********************

  Supervisor, IAA

  Buyer *********************** ******************** Complaints, Russian / ******* Escalation Team

• Initial Complaint

  Date:03/09/2024

  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.

  Date of incident is February 27, 2024. My vehicle was repossessed by Title **** The tow company they used was PRG they automatically take the vehicles to IAA which is an auction house that the companies use. They had wrong information on my inventory sheet. Plus they didn't even put my wallet on the inventory sheet. Well whom ever did that took ******* dollars from my wallet which were for my rent so that I wouldn't get evicted. iAA in *********** won't even return my calls or even except my calls anymore. If they have nothing to hide then why avoid me. Well guess what I have received my eviction notice. Now that person has taken the roof over my son's head.

  

  Business Response

  Date: 03/11/2024

  Thank you for your email, Sorry to hear what you have been going through. You stated that the car was repossessed by Title *** and towed by PRG before it was taken to use. Therefore, it would be very hard for anyone to say this happened while in their care. If you send me the vin number of the vehicle in question, I will research it with that branch. But again, this will be hard to prove that money was there and who may have taken it. Waiting your response and or proof that the money was taken at our branch.

  Thanks

  ******* (Will) *******

   Supervisor, IAA

  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team

• Initial Complaint

  Date:03/01/2024

  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.

  2/5/2024 Purchased vehicle at auction by IAA ********* through broker Salvage Bid Vehicle located thru IAA website inventory and pictures are identical as those publicly available via Salvage Bids website, also. All pics showcase a vehicle with all doors, windows, wheels; etc attached and classified by IAA as a ******************* 6, *************************************************************************************** two (2) pieces, ten (10) minutes apart!?! First, appx 75% of the suspension, the chassis with body, etc; and then a 2nd forklift brought out the missing tire-wheel-axle and related suspension components dangling via straps on the forks?!?!This is a blatant inducement to purchase by fraud and beyond a breach of contract claim.***************************, Branch Manager was present and watched vehicle as it came out and when I approached he was initially defiant citing the As Is-Where-Is mantra to which I replied not if you staged it as *********** as described textually and visually and I suggested he check his website.He reappeared ten (10) minutes later and was visibly contrite and apologetic; asked for the title back which I had just been given minutes prior to vehicle being presented.He underscored this request with, that will save you a trip back here . and wont delay a refund.He added that he would speak with Winter ******** and advise soon.Several days later he sent an email at 4:20PM on the following Friday and stated they would not be refunding my money.I have multiple emails and audio AND video recordings which frankly-as a former U.S. Attorney characterized as-considered damning.

  

  Business Response

  Date: 03/04/2024

  Thank you for your email,

  After reading your complaint and seeing the photo you sent with this complaint it shows the vehicle in one piece. If you have photos of something different, please send that in as these photos do not support your claim as the vehicle in two parts. Also, you stated that your purchase was though broker Salvage Bid Vehicle therefore your complaint must go through them as they are your representatives. Once you have done that then they will reach out to us about this matter.

  Thanks

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

   

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21373568
  
  I am rejecting this response because the pictures requested were attached to the original complaint.
  Here they are once again  - four (4) pictures - without the staged pictures used for sales and marketing purposes employed via electronic communications in act of commerce.
  If they do NOT attach or transmit for any reason; the following link will permit cloud access for 30 days:  *********************************************************
  
  Sincerely,
  
  *************************
  

  

  Business Response

  Date: 03/08/2024

  Thank you for your response back.

  I have reached out to the branch, area and regional managers and they all agree this falls under the Auction rules: 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, TITLE, 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 AND BUYER REPRESENTATIVES SHALL INDEMNIFY, DEFEND AND HOLD HARMLESS IAA INDEMNIFIED PARTIES FROM ANY AND ALL LOSSES, CLAIMS, DEMANDS, LAWSUITS, DAMAGES, OBLIGATIONS, LIABILITIES, JUDGMENTS, COSTS, OR EXPENSES (INCLUDING REASONABLE ATTORNEYS FEES) RESULTING FROM DAMAGE TO BUYERS AWARDED VEHICLE. After discussion with the managers involved, they all have decided that they are not buying the vehicle back.

  Again, my apologizes.

  ******* (********************

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

   

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21373568
  
  I am rejecting this response because this is a tort issue - not breach of contract.

  Fraud is not protected conduct.

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

• Initial Complaint

  Date:02/27/2024

  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 vehicle a 2007 GMC yukon was repossessed by title *** after i couldnt make a payment 2 months they lend me 2,000,00 dollars ono around nov/2023. they pick up my truck while at work and they said i need 10 days to pay and to get my truck back and now it was total of ******** to get my truck back. and i did pay for it but now i cant drive it at all the damage to my truck is the whole dashbroad is broking air bags are about to pop out and i took it to dearlship and they dont have the dushbroad of that year so i called around and looks like it will be over 1,00.00 just to fix it,.. *** called the tow yard and ****** calls me back. i went stright to title *** which they say that its not thier responable what happens at IAA tow place..

  

  Business Response

  Date: 02/28/2024

  Thank you for your email.,

  For me to be better able to assist in this matter I will need the following information: from you. What company towed your vehicle? IAA or a third-party tower? Your Vin number and the branch that the vehicle was towed to. after I receive this information back from you, I can then investigate to see what may have happened. I have reviewed the attached photos of your dashboard and am having confusion on how this could have happened to a dashboard which is inside the vehicle and all tow trucks tow from the outside.  Unless you have photo of the dashboard before your car was towed that shows differently this case will be hard to assess who is to blame for this.

  Thanks

  ******* (Will) *******

   Supervisor, IAA

  Buyer *********************** ******************** Complaints, Russian /******* Escalation Team