Business Profile

Online Car Dealers

Copart, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

442 total complaints in the last 3 years.
153 complaints closed in the last 12 months.

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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:12/30/2024
Type:Billing 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.
First weekend of November my **** Q7 was towed via my insurance company. The vehicle came with damage to the under carriage and cracked front bumper. **** ****** the general manager at Copart refuses to respond to emails regarding the issue and keeps reflecting blame even after my insurance company is telling me they are going to be taking responsibility.
Business Response
Date: 01/02/2025
******* ******** is not a customer of ********************** and has not purchased anything from or through Copart.Copart's customer in this matter is *************************** of *******, who assigned ******** vehicle to Copart as part of an insurance claim, but later requested the vehicle be returned to him. If ******* has any issues regarding his vehicle while it was at Copart, he should address them with ************************************** who requested the vehicle be brought to Copart. As this is not related to a marketplace issue, Copart respectfully requests the BBB close this complaint. Thank you. Copart
Customer Answer
Date: 01/08/2025
I am rejecting this response because: The vehicle was damaged while in the possession of Copart. The vehicle was towed by Copart and damaged in the process.
Business Response
Date: 01/08/2025
Coparts position is unchanged in this matter and we stand behind our previous response.
Initial Complaint
Date:12/28/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last year on the 27th I ordered a service with Copart Auto Auctions for 1 year. On December 25th, they auto renewed my membership for another year and charged me $99.00 through my ****** account. I reached out and notified them that I did not need a Copart membership for the year 2025 and that I would need a refund for the $99.00 they charged. *************** with Copart said their policy does not allow them to issue refunds for auto renewals, then they suspended my account. They charged me in advance for a service that I did not want, then they suspended the service and did not give me a refund. I consider that theft. I didn't receive anything for the $99.00 they charged me for and was hassled by their member services department.
Customer Answer
Date: 12/30/2024
I filed a dispute for the $99.00 fee that was charged by Copart with ******* The dispute was awarded in my favor and I received a refund today, 12/30/2024, from PayPal. I still do not think Copart should be allowed to implement a no-refund policy with its customers. This is unlawful business practice that unsuspecting customers could fall prey to if they do not know their rights.
Business Response
Date: 01/02/2025
In response to the claim asserted by Brodean ******* about her request to refund his Copart Membership fee, one of the prerequisites to bid on prospective vehicles is establishing a member account with **********************. To become a Copart member, an individual must pay the non-refundable membership fee and agree to Coparts binding Member Terms and Conditions. Brodean Shepards member notes indicate that she consented to the Terms and conditions on 12/13/2023 as well as opted in to enroll for membership autopayment subscription on 12/27/2023. These Member Terms and Conditions state:

IV. MEMBERS
A. Member Eligibility. You may sign up as a Member at Copart if you are at least 18 years of age. In addition, state-specific registration requirements and applicable laws,regulations, and restrictions may further limit Member sign up and vehicle purchasing eligibility. Copart reserves the right to deny member privileges to,or exclude from Copart facilities, any individual or entity, in its sole and absolute discretion.
B. Member Types.
Registered Guests must register and provide first and last name, email address and phone number. Registered Guests have the option to submit a physical address and copies of current government issued photo identification as well as licenses and completed sales tax exemption certificates, if applicable, in preparation of becoming a Basic or Premier Member. Registered Guests may search inventory, add vehicles to a Watchlist and create Vehicle Alerts, but Registered Guests may not bid on or purchase vehicles unless their membership type is upgraded to either a Basic or Premier Membership.

In order to bid on a vehicle, you must be a Basic or Premier Member in good standing:
Basic Members must register and provide copies of current government issued photo identification as well as licenses and completed sales tax exemption certificates, if applicable. In addition, Basic Members, must pay the initial Basic Member registration fee. A security deposit may also be required in certain cases in order for the Basic Member to submit a bid (see Section V.H. below).
Premier Members must register and provide copies of current government issued photo identification as well as licenses and completed sales tax exemption certificates, if applicable. In addition, Premier Members must pay the initial Premier Member registration fee and security deposit.
All Basic and Premier Members who purchase vehicles for resale must provide copies of current licenses and completed sales tax exemption certificates. Basic and Premier Memberships must be renewed annually by paying an annual nonrefundable Member renewal fee and submitting copies of all current licenses (if applicable), and any information regarding change of ownership or address. Copart reserves the right to increase or decrease registration and renewal fees at any time without prior notice to Members.

By agreeing to these Member Terms and Conditions, Brodean ******* acknowledged that he understood that he was signing up for yearlong membership as well as enrolled in membership auto payment subscription. As stated in the terms and conditions, that Brodean ******* agreed to, the annual membership fee is non-refundable. We ask the BBB to close this case.
Customer Answer
Date: 01/07/2025
I am rejecting this response because: It would be considered a breach of contract, if they are not fulfilling their side of the agreement to deliver the service in exchange for payment. They suspended my account after I notified them I no longer needed services for the next year. I couldn't use the account if I wanted to yet they still charged me for service. This is fraudulent business practice and should not be allowed.
Business Response
Date: 01/07/2025
Coparts position is unchanged in this matter and we stand behind our previous response.
Initial Complaint
Date:12/27/2024
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.
I received notice on 12/23 that a had a discrepancy on my account that would need addressed before I could take ownership of the vehicle I bought and paid for. The discrepancy on my account was of an address that was no longer valid and needed updated. I was instructed to contact member services and provide them with Proof of Residency by providing them a document of my choosing from a list they provided me. Out of that list, I chose to use a voter identification card that matched my drivers license. Once submitted, I received a follow up email stating that the address I provided did not match what Copart had on file. When I would try to call member services, I would be instructed to repeat this process and that it would work. I proceeded to submit documents 10 separate times with them all getting rejected. When I then called back, *************** told me that I now would have to provide them with proof that I no longer was living at my old address. They instructed me to search for mail pertaining to my old address. Mind you I haven't lived at the address they had in over 5 years. It is clearly stated in the email from Copart that if I want my address updated, all I have to do is tell them that I no longer reside at the address they have listed and want it changed to the address I provide in my Proof of Residency photo. That fact that this took a week for Copart to figure out is unacceptable. The incompetence of Copart has cost me hours of my time and financially I have suffered from this experience. At this point Copart does not deserve my business and I feel as if I should be owed something for the run around they gave me. I also did not appreciate Copart telling me that this is my fault and that I am responsible for managing my account.
Business Response
Date: 01/02/2025
While we appreciate Mr. *********** comments regarding Coparts procedures, Copart's procedures are updated based on how the company sees fit. Copart will review and discuss Mr. *********** comments internally to see if any procedures need to be updated/amended. However, Copart respectfully requests the BBB close Mr. *********** complaint, as it does not relate to a consumer transaction, and is merely a critique on how Copart does business.
Initial Complaint
Date:12/24/2024
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.
Lot ******** Purchased online based on pictures and condition report. Unit clearly had major lot damage at pickup, transporter sent photos while on the lot, had not left the facility. Sent to Manager ******** ***** and was told once unit left lot its ours, not the case, the unit has lot damage and pictures taken on lot before leaving. We are legal owner of unit at that time and spend $2000 to transport, cannot lose $2000 to report damages and leave the unit there just to be told to come back and pick it up and they wont do anything. Of course the unit was removed we own it either way , pictures sent while unit on lot had not left yet, and ******** wont stand behind their poorly ran and unsecure facility. Appears employees were using the unit when my transport arrived door was open and person was inside.
Business Response
Date: 01/02/2025
In response to the claim asserted by ****** ***** about a unit that was purchased at Coparts auction. One of the prerequisites to establishing a member account with ********************** is agreement to Coparts binding Member Terms and Conditions. ****** ****** member notes indicate that Mr. ***** consented to the Terms and conditions on 10/16/2023. These Member Terms and Conditions state:
Copart and its vehicle sellers expressly disclaim the accuracy or completeness of any and all information provided to Members regarding vehicles, whether provided in written, verbal, or digital image form (Vehicle Information). Vehicle Information provided by Copart and its vehicle sellers is for convenience only.Members shall not rely on Vehicle Information in deciding whether or how much to bid on a vehicle offered for sale through Copart. Vehicle Information includes but is not limited to: year, make, model, condition, ACV, damage amount, damage type, drivability, accessories, equipment, mileage, odometer disclosures, vehicle identification number (e.g. VIN, HIN, and serial number), title, repair cost, repair history, title history, and total loss history Vehicle parts may be missing. Copart does not guarantee that vehicles meet or can be modified to meet local emission and/or safety requirements. It is the sole responsibility of the Member to ascertain, confirm, research,inspect, and/or investigate vehicles and any and all Vehicle Information prior to bidding on vehicles.
Once a vehicle is removed from Coparts premises it is accepted AS-IS, and under no circumstances will Copart be liable for subsequent claims of damage or loss of any kind or nature whatsoever.
HadMr. Marks came out to inspect the unit before bidding he would have been fully aware of any issues associated with it. The webpage advertisement even provides a list of Inspector Services,who for a fee will come out and inspect the unit and provide an in-depth report after the inspection. All these tools were available for ****** ***** to utilize, but he failed to use any of them. Mr. ***** had this unit picked unit on 12/23/2024, knowing that it would be labeled an As-Is and not returnable once it left the Copart facility. Accordingly, Copart rejects any and all demands ****** ***** has regarding a refund.
Initial Complaint
Date:12/20/2024
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.
Subject: Complaint Regarding Misrepresentation of Vehicle Condition Lot #******** Copart member# ****** Details:On December 16, 2024, I purchased a 2024 Acura MDX on Copart platform under lot #********. The auction failed to disclose severe roof damage to the vehicle in the asvertisement. This significant damage was only discovered after the purchase by the branch manager, **** *******. I have requested that Copart unwind the sale due to this undisclosed damage. However, my request has been denied, leaving me with a vehicle in a condition that I was not made aware of prior to the purchase. We have not paid for the unit nor picked it up. Late fees and accruing storage fees have already kicked in. I believe this constitutes a deceptive business practice and a breach of transparency obligations, as the auction did not provide critical information about the vehicles true condition.Resolution Requested:I am requesting that Copart:1.Unwind the sale and provide a full refund on all fees accrued due to this dispute. 2.Take corrective action to ensure proper disclosure practices moving forward.Please investigate this matter and assist me in resolving this issue promptly.
Business Response
Date: 01/02/2025
In response to the claim asserted by ****** Pamucciu about a vehicle that was purchased at Coparts auction. One of the prerequisites to establishing a member account with ********************** is agreement to Coparts binding Member Terms and Conditions. ****** Pamuccius member notes indicate the current Terms and conditions have been consented to. These Member Terms and Conditions state:
Copart and its vehicle sellers expressly disclaim the accuracy or completeness of any and all information provided to Members regarding vehicles, whether provided in written, verbal, or digital image form (Vehicle Information). Vehicle Information provided by Copart and its vehicle sellers is for convenience only.Members shall not rely on Vehicle Information in deciding whether or how much to bid on a vehicle offered for sale through Copart. Vehicle Information includes but is not limited to: year, make, model, condition, ACV, damage amount, damage type, drivability, accessories, equipment, mileage, odometer disclosures, vehicle identification number (e.g. VIN, HIN, and serial number), title, repair cost, repair history, title history, and total loss history Vehicle parts may be missing. Copart does not guarantee that vehicles meet or can be modified to meet local emission and/or safety requirements. It is the sole responsibility of the Member to ascertain, confirm, research,inspect, and/or investigate vehicles and any and all Vehicle Information prior to bidding on vehicles.
Once a vehicle is removed from Coparts premises it is accepted AS-IS, and under no circumstances will Copart be liable for subsequent claims of damage or loss of any kind or nature whatsoever.
HadOksana Pamucciu came out to inspect the vehicle before bidding she would have been fully aware of any issues associated with it. The webpage advertisement even provides a list of ******************* who for a fee will come out and inspect the vehicle and provide an in-depth report after the inspection. All these tools were available for ****** Pamucciu to utilize, but she failed to use any of them. Accordingly,Copart rejects any and all demands ****** Pamucciu has regarding a refund or cancellation of this purchase. If ****** fails to pay for the referenced vehicle within the allowable time frame the vehicle will relist.
Customer Answer
Date: 01/06/2025
I am rejecting this response because:

I would like to see a signed document which reflects acceptance of Coparts terms and conditions specifically relating to the specific vehicle in question, a 2024 Acura MDX LOT#********
VIN# *****************

Copart is using the previous response as a loophole in trying to stay away from liability.
Business Response
Date: 01/07/2025
Member terms and conditions are accepted electronically within the Copart website; therefore, there is no signed document. Additionally, terms and conditions are not signed per lot or vehicle. Per the member account, the current Terms & Conditions (T&C) have been accepted. I have attached a screenshot of the member account.
Customer Answer
Date: 01/09/2025
I am rejecting this response because:
the screenshot Copart provided clearly shows that there is no connection and proof that terms and conditions have been accepted and acknowledged by me. Theyre using this as a loophole in trying to stay away from liability.
UPDATE TO CASE:
I requested Copart unwind the sale due to this undisclosed damage. However, my request was initially denied. On December 23, 2024, Copart removed the vehicle from my member account and penalized me with a $1,610 fee (10% relisting fee). I dispute this charge, as the vehicle was misrepresented, and the damage was not disclosed in the original listing.

To make matters worse, Copart re-listed and sold the same vehicle on December ******* without disclosing the known roof damage. This reflects a pattern of deceptive business practices and unfair treatment.

Resolution Requested:
1.Reverse the $1,610 relisting fee and fully credit my account.
************************************* failure to disclose known damages to vehicles and their continued deceptive practices.
3.Enforce corrective measures to ensure transparency and fairness in their transactions.

Supporting Evidence Provided:
relist fee invoice
Communication regarding my request to unwind the sale and dispute the relisting fee.
Evidence of the vehicles resale on December 30, 2024, without disclosure of the roof damage.

Customer Answer
Date: 01/09/2025
Evidence that this vehicle was resold on 12/30/2024 without proper disclosure of present roof damage.
Initial Complaint
Date:12/19/2024
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.
In late April 2024, I purchased a 2022 ***************** 1500 (Lot Number: ******** ) through Copart Canada The car was advertised as a vehicle with vandalism damage. After conducting my due diligence, including sending someone to inspect the vehicle, pulling Carfax report and reviewing Copart's listing, I won the auction and took possession of the vehicle.The car was then taken to a mechanic. As the weeks passed, the mechanic I engaged to evaluate and repair the vehicle informed me that the damage was not vandalism as advertised but severe water damage, rendering the vehicle essentially scrap and the vehicle's parts were unusable.I promptly emailed Copart Oshawa's manager, *** *********, and regional manager, ***** ******, in late June to report this issue. ***** ****** responded, stating that the matter would be investigated. I was eventually contacted via phone and asked to return the vehicle. I was informed that the vehicle was indeed water-damaged and not vandalized, as initially claimed.I was refunded in full for the vehicle in August. However, several financial and logistical issues remain unresolved:1. I incurred mechanic fees 2. I was wrongfully charged a storage fee (while the car was with my mechanic I have made multiple attempts to resolve these matters with no follow *** In November I noticed that the same vehicle was now being resold by Copart (lot ********) with primary damage listed as water/flood and that Carfax was also updated now to reflect that. On December 1, 2024, after months of silence and inaction, I filed a demand letter requesting $17,000 to cover mechanic fees, towing fees, lost time, damage to my reputation, and lost commission from my professional dealings. To date, I have received no response from Copart's ************************ This situation has caused significant financial loss, stress, and inconvenience. I am seeking the BBBs assistance in connecting me with someone from Copart executive board
Business Response
Date: 12/20/2024
In response to the claim asserted by ********** ******** about a vehicle that was purchased at Coparts auction. One of the prerequisites to establishing a member account with ********************** is agreement to Coparts binding Member Terms and Conditions. Ventsislav Kichukovs member notes indicate that Mr. ********* signed up to become a member and consented to the Terms and conditions on 4/9/2024 These Member Terms and Conditions state:
Copart and its vehicle sellers expressly disclaim the accuracy or completeness of any and all information provided to Members regarding vehicles, whether provided in written, verbal, or digital image form (Vehicle Information). Vehicle Information provided by Copart and its vehicle sellers is for convenience only.Members shall not rely on Vehicle Information in deciding whether or how much to bid on a vehicle offered for sale through Copart. Vehicle Information includes but is not limited to: year, make, model, condition, ACV, damage amount, damage type, drivability, accessories, equipment, mileage, odometer disclosures, vehicle identification number (e.g. VIN, HIN, and serial number), title, repair cost, repair history, title history, and total loss history Vehicle parts may be missing. Copart does not guarantee that vehicles meet or can be modified to meet local emission and/or safety requirements. It is the sole responsibility of the Member to ascertain, confirm, research,inspect, and/or investigate vehicles and any and all Vehicle Information prior to bidding on vehicles.
Once a vehicle is removed from Coparts premises it is accepted AS-IS, and under no circumstances will Copart be liable for subsequent claims of damage or loss of any kind or nature whatsoever.
The management team at the Copart purchasing location was able to reimbursement Mr. ******** for the purchase of the referenced vehicle due to our seller did not disclose the water/flood damage. Unfortunately, our Member Protection Pledge does not cover the additional fees Mr. ******** incurred. Accordingly,Copart rejects any and all demands ********** ******** has regarding additional fees he was charged by his mechanic.
Initial Complaint
Date:12/18/2024
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.
I was in a car accident on November 11, 2024, around 11:30 PM while driving home from work. I filed a claim with ********, my insurance company, and was asked to provide pictures of the damage and use a diagram to mark where the damage occurred. While I had pictures, it was dark, and my black car made it hard to see anything clearly. Based on the information I submitted, Allstates system deemed my car totaled, even though it only had front bumper damage. For further evaluation, ******** arranged for Copart, their partner, to move my car from the tow facility to their location. The cars condition hadnt been officially confirmed at this point. At Copart, an employee told me their standard procedure is to remove items from a vehicle, photograph them, and return them to the car. However, this didnt happen. The pictures Copart sent to ******** showed my car empty and in immaculate condition. Before the accident, my trunk contained several items, including car cleaning supplies, a skateboard with spare parts, microfiber towels, jumper cables, and a car cleaning kit. But when I went to the body shop to collect my belongings, these items were missing, and the car was dirtied, not in the clean state shown in Coparts pictures. Both ******** and Copart deny responsibility for the missing items. Getting reimbursed for my belongings was extremely difficult, as ******** only accepted proof through receipts, which I couldnt provide for everything since some items were purchased years ago. Copart hasnt responded at all.Other items missing from my car included aldi grocery bags, brand-new brake pads, and a Bluetooth audio connector. They also broke my phone holder and threw it into the armrest compartment, seemingly trying to hide it. On top of that, they left trash in my car. My custom license plate covers and air cap valves were also taken. Its clear they took anything of value and left behind what they didnt want
Business Response
Date: 12/20/2024
******** ***** is not a customer of ********************** and has not purchased anything from or through Copart. Copart's customer in this matter is ********,who assigned Sterlings vehicle to Copart as part of an insurance claim, but later requested the vehicle be returned to him. If Sterling has any issues regarding his vehicle while it was at Copart, he should address them with ******** who requested the vehicle be brought to Copart. As this is not related to a marketplace issue, Copart respectfully requests the BBB close this complaint. Thank you. Copart
Initial Complaint
Date:12/16/2024
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.
Stole vehicle. Constant lies and misinformation. ******. Basically a giant scam. After weeks of chasing them I finally managed to convince them to pick up the car, tow driver arrived, took the vehicle, no payment, no paperwork. Tow driver seemed like a nice enough guy- but holy h*** to blatantly steal a vehicle like that. WOW
Business Response
Date: 12/17/2024
Good morning,

The management team at the Copart location has confirmed the driver has provided ********* with a check in the amount of $1700 for the purchase of the referenced vehicle.

Copart respectfully request the BBB to close this complaint as we have provided full payment to the owner for the purchase of the referenced vehicle.
Customer Answer
Date: 12/18/2024
I am rejecting this response because: the business has failed to acknowledge and apologize for its severe failings, misrepresentation and blatant fraudulent statements it advertises.
Copart and its staff have repeatedly refused to acknowledge their failings, and the driver did in fact provide a cheque, after threat of arrest for theft. Copart did not advise or instruct t he driver that there was a cheque to pick up- so the failing lies in Copart- again.
this "quick and convenient" transaction took weeks to arrange, as Copart does not listen, lies, and misrepresents as a standard business practice.

Business Response
Date: 12/18/2024
Coparts position is unchanged in this matter and we stand behind our previous response.
Customer Answer
Date: 12/18/2024
I am rejecting this response because: Copart refuses to accept responsibility for its lies and misrepresentation, along with the dismissive attitude it has maintained throughout this process, up to and including ***** ****** the "Regional Manager"

Initial Complaint

Date:12/16/2024

Type:Billing Issues

Status:

Answered

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 Wednesday, December 11th, I made a wire transfer of $29,705 for Lot ********. Despite multiple confirmations from my bank that the payment was credited, the transaction is still marked as unpaid, and late payment and storage fees have been applied.Initially, I was confused about the delay. Over the past week, Ive sent more than seven emails to the accounting department and made numerous calls, spending over an hour trying to reach someone. As an international buyer from ****, these calls are expensive, and it is incredibly frustrating to receive no response.After investigating the issue myself, I discovered that my bank mistakenly processed the payment from a different company account (Eraserhead) instead of my Copart business account (ALTHURAYA AUTO CAR). This mistake triggered Coparts new policy requiring payments to originate from a bank account matching the name on the member profile. Previously, payments from any account were accepted as long as the lot and buyer numbers were included, which I ensured was done.I have been a loyal Copart customer for over three years, with more than $600,000 spent on your platform. I assure you that this mistake will not happen again. However, with only two days remaining until the sale cancellation deadline, issuing a refund would be disastrous, as exchange rates and transfer delays would prevent me from making another payment in time. I kindly request that you credit the payment to the lot directly.While I acknowledge my banks error, Coparts lack of response is equally concerning. Over seven days and seven emails have gone unanswered. How am I supposed to resolve this issue if no one responds? This level of customer service is unacceptable for a platform Ive supported for years.I am genuinely at a loss for what to do next and urgently need your assistance to resolve this matter before it escalates further.Thank you for your prompt attention to this issue.

Business Response

Date: 12/17/2024

Dear ****** ******,

In order to bid on a vehicle, prospective bidders must first create a Copart member account. ********************** does not sell Vehicles to non-members.

Our records reflect that this Vehicle sold to ******************************,a registered broker (and member)not ****** ******. Mr. ****** Braiki is not listed as an authorized cardholder with ******************************, which means that he is not approved to speak to Copart regarding NEJOUM ************************ account or transactions. Copart's privity of contract extends solely to ******************************, and ******************************* privity of contract extends to ****** ******. No direct business relationship exists between Copart and ****** ******.Any concerns relating to the advertisement and/or sale of this Vehicle should be properly addressed to NEJOUM ************************
Copart respectfully requests the BBB close ****************** complaint, as this sale only involves the broker and does not involve Copart in any way. We suggest the complainant contacts the broker where they bought the vehicle.

Thank you,
Copart

Customer Answer

Date: 12/17/2024

I am rejecting this response because:

Hello,
The vehicle in question is Lot ********, VIN *****************, and my member number is ******. I have a business account registered with you under the name ALTHURAYA AUTO CAR. Attached, please find both a screenshot from the Copart website and the corresponding invoice, which clearly confirm that I am the rightful owner of this account and the lot in question.
It appears that an error has been made on your end. Kindly correct this issue as soon as possible and address my original concern. Your prompt resolution of this matter is greatly appreciated.

Business Response

Date: 12/17/2024

In reviewing the member account referenced, Mr. ******* member notes indicates the wire payment received did not match Mr. ******* member account information, therefore was rejected. Our website thoroughly explains the wire transfers process and the acceptance of wire transfers. The wire transfer received did not pass our security measures and was rejected. Mr.Braiki will need to proceed with a different payment type. Additionally, wire transfer rejections are also explained on our website : The most common reason wire transfers get rejected is because Copart requires the name on the bank account from which the wire was sent to exactly match the name on your Copart account profile. Please use a different payment method if this happens.
It can take up to a week to process wire service rejections,and sometimes even longer for wires sent from outside the **. The work is detailed for both Copart and the banks involved, so your patience is appreciated while everything gets sorted out.

Copart respectfully request the BBB to close this complaint as all of the payment information requirements are listed within our website.

Customer Answer

Date: 12/17/2024

I am rejecting this response because:

Yes, I acknowledge my mistake, but your lack of response is equally concerning. It has been over seven days and seven emails without a single reply. How am I supposed to resolve this issue if no one is addressing my concerns? This level of customer service is unacceptable. At the very least, please process the refund immediately so I can make another transaction. A delay of over a week for a refund will cause significant harm to me.

Customer Answer

Date: 01/02/2025

Attached, please find the wire transfer receipt for $29,705.00 related to Lot ******** (VIN: *****************). The payment was made on December 11, and my bank has confirmed that it was credited. Unfortunately, the transaction was mistakenly processed from a different company account (Eraserhead) instead of my Copart business account (ALTHURAYA AUTO CAR). To correct the issue, I made another payment from my correct business account, which was credited to the lot. However, I received no communication from your accounting department regarding the initial transaction. Instead, I received an email from Copart customer service stating that the payment was declined and that I would receive a refund within three weeks. It has now been over three weeks, and I have yet to receive the refund or any updates from the accounting department. As a loyal Copart customer of over three years, with more than $600,000 spent on your platform, I am deeply concerned by this lack of response. This level of customer service is disappointing and falls short of the standards I have come to expect from Copart. I kindly request your immediate attention to resolve this matter and provide clarity regarding the refund.

Business Response

Date: 01/21/2025

Coparts position is unchanged in this matter and we stand behind our previous response.

Customer Answer

Date: 01/24/2025

Hello,

No I didnt receive any refund.

Customer Answer

Date: 01/27/2025

Hello,

No I didnt receive any refund.

Business Response

Date: 01/27/2025

Coparts position is unchanged in this matter and we stand behind our previous response.

Customer Answer

Date: 02/03/2025

I am rejecting this response because:

Initial Complaint
Date:12/16/2024
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.
Call to cancel my account and request a refund. *********** declined my request and would not transfer to a supervisor. I was on hold several time before they hung up on me.
Business Response
Date: 12/17/2024
In response to the claim asserted by ****** ***** - ******* about his request to refund his Copart Membership fee, one of the prerequisites to bid on prospective vehicles is establishing a member account with **********************. To become a Copart member, an individual must pay the non-refundable membership fee and agree to Coparts binding Member Terms and Conditions. Fermins member notes indicate that he consented to the Terms and conditions as well as opted in to enroll for membership autopayment subscription. These Member Terms and Conditions state:

IV. MEMBERS
A. Member Eligibility. You may sign up as a Member at Copart if you are at least 18 years of age. In addition, state-specific registration requirements and applicable laws,regulations, and restrictions may further limit Member sign up and vehicle purchasing eligibility. Copart reserves the right to deny member privileges to,or exclude from Copart facilities, any individual or entity, in its sole and absolute discretion.
B. Member Types.
Registered Guests must register and provide first and last name, email address and phone number. Registered Guests have the option to submit a physical address and copies of current government issued photo identification as well as licenses and completed sales tax exemption certificates, if applicable, in preparation of becoming a Basic or Premier Member. Registered Guests may search inventory, add vehicles to a Watchlist and create Vehicle Alerts, but Registered Guests may not bid on or purchase vehicles unless their membership type is upgraded to either a Basic or Premier Membership.

In order to bid on a vehicle, you must be a Basic or Premier Member in good standing:
Basic Members must register and provide copies of current government issued photo identification as well as licenses and completed sales tax exemption certificates, if applicable. In addition, Basic Members, must pay the initial Basic Member registration fee. A security deposit may also be required in certain cases in order for the Basic Member to submit a bid (see Section V.H. below).
Premier Members must register and provide copies of current government issued photo identification as well as licenses and completed sales tax exemption certificates, if applicable. In addition, Premier Members must pay the initial Premier Member registration fee and security deposit.
All Basic and Premier Members who purchase vehicles for resale must provide copies of current licenses and completed sales tax exemption certificates. Basic and Premier Memberships must be renewed annually by paying an annual nonrefundable Member renewal fee and submitting copies of all current licenses (if applicable), and any information regarding change of ownership or address. Copart reserves the right to increase or decrease registration and renewal fees at any time without prior notice to Members.

By agreeing to these Member Terms and Conditions, ****** ***** - ******* acknowledged that he understood that he was signing up for yearlong membership as well as enrolled in membership auto payment subscription. As stated in the terms and conditions, that ****** ***** -******* agreed to, the annual membership fee is non-refundable. We ask the BBB to close this case.

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