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

  7149 Apple Tree Avenue Bergen, NY 14416

• 

  IAA

  75 Lowell Rd Salem, NH 03079

• 

  IAA, Inc.

  47 Newberry Rd East Windsor, CT 06088

• 

  Insurance Auto Auctions, Inc

  57 Woodlawn Road Aliquippa, PA 15001

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

• Initial Complaint

  Date:12/08/2025

  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, REMOVED, am an owner of the account REMOVEDand I buy cars from IAA. A few of them I had issues do to no license plates. I would receive tickets on my cars bought from IAA but I usually called the county and they would take care of it. But not in REMOVED! I got a REMOVED2015 Stock# REMOVEDfrom IAA with no plates and the client started getting a ton of tickets on her name. She sent proof that it wasn't her, and she had no plates or used the car (since it's still being fixed). But they did not care. The tickets are now almost $700 or even more. We did call IAA together and they said they would help by sending the check, you can review the calls, but nothing happened. I attached all the documents, so don't ask me for Vin number! It's on the paper! This is the last attempt before submitting a lawsuit. I hope you will take that into consideration. It wasn't my or my client's fault that the car was sold with no plates! The only way for her to take care of this is to pay the fine and appeal. But she can't, untill it's paid off. Thank you for understanding.

  

  Business Response

  Date: 12/10/2025

  Good REMOVEDyou for submitting your claim to IAA Buyer Services.
  Please be advised that, after consulting with our legal team, we have confirmed that the tickets you received are not associated with the vehicle purchased from IAA. The vehicle sold to you was a Chevrolet Cruze, and the title documents we submitted also confirm this information.
  The citations you provided list the vehicle make as Dodg, which is entirely different from the vehicle sold to you. Additionally, the reason for the ticketDisplay of Platesindicates a failure to properly display license plates on the cited vehicle.
  We have verified with the issuing state that these tickets correspond to a different vehicle and are not related to the unit purchased from IAA.
  Attached, you will find the images confirming the make and details of the vehicle sold to you on 07/08/2024.

  Thank REMOVEDSupervisor 

• Initial Complaint

  Date:12/05/2025

  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.

  We picked up the vehicle from IAA REMOVEDFrom the lot so we had paid the fees and the worker brought are car out and had no air on both front tire and back passenger side of tire was torn apart and rim was damaged along with the tired I had called thousands time to resolve this matter and the secretary keep ignoring my message to the manager or whoever is in charge they did show us a picture when the vehicle came in and had no damage at all and it was only month old tire I couldnt go to work past REMOVEDno response so obviously they dont care but I am gonna do a claim to the police there was no apology or just ignored everything I know it could be tough towing a car but where the rim is bent and the tires are flat I would love to settle with th before I put a lawsuit against th

  

  Business Response

  Date: 12/08/2025

  Good Morning,
  Thank you for reaching out and sharing your concerns. We understand how frustrating this situation has been for you, and we appreciate the opportunity to review the matter thoroughly.
  After investigating your claim, our branch leadership personally reviewed the vehicle and the corresponding images with the owners on 11/28. During that review, it was explained that the cut in the tire and the resulting bulge were already present when the tow provider picked up the vehicle. Although the damage is subtle in some images, the bulge appears in the same position across all photosaligned with the end of the spoke on the rimwhich indicates the tire damage was pre-existing. This damage is also consistent with the left-side impact from the accident.
  To assist further, the branch manager printed the images and provided them to you so they could be taken back to the originating shop for discussion and review. You expressed appreciation at the time and stated you would follow up with the shop regarding the damage.
  Regarding your attempts to reach the branch afterward, the manager was on pre-scheduled REMOVEDthe following week and was expected to return on 12/8. Staff informed you of this during your calls, and you were not ignored.
  Based on the evidence and the confirmation that the tire damage existed prior to the vehicles arrival at IAA, we are unable to accept liability for the condition of the tire or rim. However, we understand how stressful vehicle damage can be, and we encourage you to continue working with the original facility where the vehicle was picked up, as they may be better positioned to address concerns related to the pre-existing damage.
  

  Thank REMOVEDSupervisor 

   

• Initial Complaint

  Date:12/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this remarkable complaint against Insurance Auto Auctions (IAA) due to a deeply troubling and unresolved issue. On May [date], I purchased a vehicle through IAA and was wrongfully charged twice for the exact same transaction. Despite my diligent efforts to contact IAA and request a refund of the duplicate payment, the company has refused to correct their error or return my funds.This situation is entirely unacceptable. As a consumer, I find IAAs disregard for resolving this matter both unprofessional and unethical. I am requesting that the Better Business Bureau take immediate action to ensure IAA is held accountable and that I receive a prompt and full refund for the duplicate charge without any further delay.This is not just about my individual caseit is about ensuring that other consumers are not subjected to similar negligence. I trust the BBB will treat this matter with the urgency it warrants and assist in bringing this issue to a swift and fair resolution.Thank you for your immediate attention

  

  Business Response

  Date: 12/02/2025

  Good REMOVED,
  Thank you for submitting your claim to IAA REMOVEDWe understand how concerning this situation must be, and we appreciate you reaching out so we can assist.
  After reviewing the information provided, we were unable to locate an account under your name in our system. Are you a registered member with IAA? If so, please provide your buyer number and the stock number associated with the issue so we can look into this more thoroughly.
  Additionally, please let us know how the payment for the vehicle was madewhether it was completed online via credit card or through another method. This information will help us better understand the situation and move forward with our investigation.
  Thank you for your patience and for providing any additional details. We are here to help.
  Kind regards,
  IAA REMOVEDSupervisor 

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 24210691
  
  I am rejecting this response because: 

  I am submitting this complaint to request assistance in recovering funds that were wrongfully retained by IAA (Insurance Auto Auctions). Despite my repeated attempts to resolve the matter directly with the company, IAA has refused to return a duplicate payment that was made in error. The issue has remained unresolved for approximately seven months, and I have been unable to obtain a refund through normal channels.

  Summary of the Issue
  I purchased a vehicle through REMOVED, but the payment for the vehicle was made directly to IAAusing my personal bank accounts at REMOVED;and Navy REMOVED

  
  Timeline of Events
  1. I first attempted to wire the payment to IAA through REMOVED, but I was told they could not complete the wire due to the type of account I had at that time.
  2. Because REMOVEDcould not process the wire, I immediately went to Navy REMOVED, and they successfully completed the wire transfer to IAA.
  3. After the Navy Federal transfer was completed, I later discovered that REMOVEDwent ahead and released the wire transfer to IAA anyway, even though they had initially said they could not.
  4. As a result, IAA received two payments from me for the same vehicleone from each bank.
  5. As soon as I realized the duplicate payment occurred, I contacted IAA and requested that one of the payments be returned, as they had been paid twice.
  6. Despite being fully informed of the duplicate payment, IAA has refused to return the excess funds. I have been going back and forth with them for seven months without resolution.

  Amount Owed
  I am seeking the return of the full duplicate payment that was sent in error.
  Total amount owed: $7,275

  Efforts to Resolve the Issue
  I have contacted IAA multiple times by phone and email.
  I provided proof of both payments from REMOVEDand Navy REMOVED
  I requested a refund in writing.
  IAA has still refused to release the funds or provide any legitimate justification for withholding them.

  Relief Requested
  I respectfully request that the Better Business Bureau 
  Investigate this matter as an unfair or deceptive business practice and/or improper retention of funds.
  Compel IAA to return the duplicate payment that rightfully belongs to me.
  Take any additional legal or administrative action deemed appropriate to prevent this from happening to other consumers.

  Supporting Documentation
  I can provide the following documents upon request:
  Proof of both wire transfers
  Bank statements from REMOVEDand Navy REMOVED
  
  Thank you for your time and attention to this matter.

  I appreciate your assistance in helping me recover funds that IAA has refused to return.

   

  

  Business Response

  Date: 12/05/2025

  Good REMOVED,
  Thank you for replying back with the additional information.
  Since the vehicle was purchased through a third party and the funds were sent directly to the buyers account, you will need to contact REMOVED, as the payment was credited to their account.
  Once funds are applied to a buyers account, they may be used by the account holder. Because you are not listed as an authorized individual on that account, we are unable to assist third-party users or make changes on their behalf.
  We understand this situation is frustrating, and we sincerely apologize for the inconvenience it has caused. Since the payment was sent to the buyer listed above, the best course of action is to continue working directly with them.
  Please note, we have also reached out to REMOVEDregarding this matter so they are aware of the situation and can assist you in resolving it.
  If you have any additional questions, please let us know. We are here to help however we can within our guidelines.

  Thank you, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:11/24/2025

  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 7/29/2025 my car was hit by another driver. During this process I was given a number to IAA title procurement company. I sent my original title to IAA and had my repairs completed and was told to wait for my title to come in the mail, however IAA sent my title to a different address, REMOVEDdelivered my title to a completely different address that IAA gave them. This happened 2 times resulting in me receiving my title 4 months later. This complete lack of care has resulted in me receiving 2 traffic tickets also my tag to my car being confiscated by a law enforcement officer due to my car not being registered. I've completed the repairs to my car months before receiving my title from IAA, also IAA called me mo. this after my repairs and stated that all. I had to do was wait for my title to come in the mail and there was nothing else that I had to do nor worry about, however now my car is not eligible to be registered in my state of residence due to not taking my title to the dmv with proof of my repairs during the time period I had to complete it. I was not able to complete the initial process of getting my car title corrected by the dmv due to not having my title sent to me by IAA until 4 to 5 months after I sent my original title to IAA. Now I have a car that I can't get registered also traffic tickets due to IAA's negligence when it came to them sending me a salvaged title. Now I'm over REMOVEDin debt over this complete matter. I paid REMOVEDfir my car, had to pay to buy my car back, and now traffic tickets that I have been paying off. 

  

  Business Response

  Date: 11/25/2025

  Thank you for your email. After reviewing the information provided, I am unable to locate your account using your name and email address. To proceed, I will need either your buyer number or the stock number for the vehicle in question.
  If the vehicle was handled through an insurance provider rather than directly through IAA, you will need to contact the insurance company for further assistance.
  Please let me know if you have additional information or any questions.

• Initial Complaint

  Date:11/17/2025

  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 15, 2025, my 2015 Jaguar XF was transported to IAA Auctions in good condition, to be placed in their auction to sell. After the vehicle was placed online to be sold- I noticed the bumper was sat apart from the vehicle- not in the original condition it was sent in to be sold.I reached out to IAA in August and spoke with the branch manager REMOVEDand asked him to pull camera footage to see that my vehicle did NOT arrive on his property with any bumper damage- and the damage occurred as a result of his company's negligence. Austiin responded via email and acknowledged the bumper damage to be IAA's and offered a credit or to cut me a check for damage in the amount of $796.00 on August 5, REMOVEDdate, after over 25 calls to this business, several additional emails, this company nor manager will return my call- and they have not provided payment for damages.

  

  Business Response

  Date: 11/19/2025

  Good Morning REMOVED,
  Thank you for submitting your claim to IAA Buyer Services.
  We are sorry to hear that you have been experiencing delays in receiving a response regarding your claim.
  We have opened a ticket with the branch as well as with our REMOVEDto review the issue and confirm the status of the payment.
  Once they provide an estimated timeframe, I will reach out to you with an update. In the meantime, can you please confirm the address where the check should be sent?
  Thank you.

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 11/20/2025

   
  Complaint: 24158719
  
  I am rejecting this response because: the proposed solution is a step in the right direction- but I have been waiting over 3 months, and Ive received a similar response- with no payment.

  My confirmed address is P. O. REMOVED. Once payment is received, and has cleared, then I will respond and consider the matter officially resolved. Not a moment before .

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 11/25/2025

  Review ID: REMOVED
  
  Thank you for your email, we have reached out to REMOVEDregarding this matter. REMOVEDstated that he called and left you a voice message regarding his investigation into this matter. Upon his investigation REMOVEDhas reviewed images of the vehicle from the Branch it was originally taken from and based on the review of the images he is only willing to reimburse $100.00 for the damage. 

• Initial Complaint

  Date:11/14/2025

  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 10/27/25 my vehicle was involved in a car accident and was flatbedded to an IAA salvage yard in medford n.y.. the vehicle was deemed totaled by my insurance state farm so 3 days later I went to IAA to retrieve my personal items out the vehicle and not only was all my items packaged up and cleaned out the vehicle my electric sander, REMOVEDsunglasses, and 2 golf REMOVEDumbrellas were stolen from vehicle. I REMOVEDorted to manager about why my items were pREMOVEDacked and the missing items. He says state farm requires them to package items. I spoke to my claims REMOVEDat state farm and he said he knows of no policy like that. Supposedly IAA reviewed video footage of my vehicle time of stay and they saw nothing. And no video footage of the workers who cleaned out my vehicle .

  

  Business Response

  Date: 11/16/2025

  Good Afternoon,
  Thank you for submitting your claim to IAA REMOVEDand Im very sorry to hear about your recent accident and the concerns regarding your personal items. We understand how stressful these situations can be, and we appreciate you bringing this matter to our attention.
  After reviewing the details, we confirmed that the vehicle arrived at the IAA REMOVED, REMOVEDfacility through a third-party transporter. Once the unit was checked in, the Branch Manager verified that only personal items that were visible and able to be safely removed were collected, bagged, and secured. Unfortunately, we are unable to confirm whether the additional items you mentionedyour electric sander, REMOVEDsunglasses, and two Callaway umbrellaswere inside the vehicle at the time it arrived at our yard, as they were not documented or observed during intake.
  The branch also reviewed all available footage from the time the vehicle was onsite. They did not find any evidence of items being removed improperly, nor footage indicating mishandling by employees during the clean-out process.
  We also want to advise you to contact your insurance company regarding this matter, as they have been made aware of your concerns and may have additional steps or guidance for you.
  
  Thank you again for reaching out, and please let us know if we can assist you further.

  Thank REMOVEDSupervisor 

• Initial Complaint

  Date:11/12/2025

  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 bought a car from iaai back in July 2024. When I came to pick up the car, it did not have a license plate. I understood, that's how it was supposed to be. I did not drive the car because it needs repairs. But a year later, I received a letter, saying I was in REMOVED( I live in REMOVED) and I got parking tickets. I went to REMOVED, police, called the LA department, and told them I do not have that license plate and never had it. They all told me they can't help me, since on the title, it shows that I do. I called iaai and told them that they sold the car with no plates, but used it on my title. They didn't want to help at first. I showed the proof that the car is not mine, but LA county did not accept that. And told me to pay the fines and then to send another proof. I was not even in REMOVEDand could not do anything. When I called iaai, they said they will send me a check for $300 to cover the fines. But they never did. And now, the tickets are almost $700! I left emails, called, but they all lie to me and do not want to help. They advertise themselves as caring and want to help people, but they only lie! I want them to now send a check for $700 and proof that I never owned those plates. Or I would have to go and submit a lawsuit against them. And it won't be $700 anymore!!

  

  Business Response

  Date: 11/14/2025

  Good Morning REMOVED,
  Thank you for submitting your claim to IAA Buyer Services.
  After further review, we were unable to locate an account under your name in our system.
  Did you purchase the vehicle directly from IAA, or was it purchased through a third party?
  Please provide the full VIN number of the vehicle so we can further assist you.
  That is correctwhen a vehicle is brought to our auction, all plates are removed as they belong to the previous owner. IAA does not register plates for buyers; we only provide the title. The new owner of the vehicle is responsible for transferring the title into their name, and once completed, the state will issue new plates.
  Thank you.

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 11/26/2025

  Complaint: 24140604
  
  I am rejecting this response because: I send a title. I don't understand why they wouldn't see that. But here it is AGAIN.  And the response to the email the other party asked:

  39578005

  Stock#

  Year/Make/Model 2015 CHEVROLET CRUZE

  Silver

  Color

  REMOVED

  Firstly, I bought a car from you through a dealer, who is my friend. But he has no part in it since you are the one who sold a car with NO PLATES.  And I was the one who came and picked it up! I'm sure you can check your cameras and see who came, paid, and took the car! 

  Second, when I called, they told me it's that IAAI sell cars with NO PLATES! If you do that, you need to take care of your clients and write on the title that there's no PLATES! The dealer told me he had same issue, but when he told this to the court, they accepted.  Not LA county though.  They are not accepting it! I already tried.   

  And lastly, I called together with the dealer to IAAI to fix the issue.  And the agent sent me an email to send the proof, so he can take care of it. But I didn't know it was only 24 hours email. So, I tried to call again, but there was no information about it. So please do something about this: send the check for $800 or call the county of LA and prove to them that I wasn't the one who has those plates.

  I do not want to lose my driver's license because of this! I will definitely go to court! Hopefully, you can fix this.  

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 11/28/2025

  Good REMOVEDyou for replying back. Unfortunately, we are unable to assist further, as the vehicle was sold to the specific buyer you purchased it from.
  IAA is not able to support third-party inquiries, so any questions or concerns regarding the vehicle will need to be addressed directly with the buyer who sold it to you.
  If you have any additional questions, please feel free to let us know, but the seller will be the best point of contact for resolution.
  Thank you,
  Anai
  REMOVEDSupervisor

  Customer Answer

  Date: 12/02/2025

   
  Complaint: 24140604
  
  I am rejecting this response because: it doesn't matter who they sold the car. You sold it to a client with NO PLATES!!!! But on documents it has plates #. So the client is getting finned because of you!!! That all it matters! No names. Just a client! And you ate at fault! Do you see the title?! It shows the plate #. But no plates. Your excuse is only that you did not sell it to me, even though you did. Because I was the one who picked up the car. 
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/11/2025

  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 2018 REMOVEDSilverado (Stock #REMOVED) through IAA listed as a REMOVEDvehicle with only damage listed as primary damage: front end and no mechanical or drivetrain issues disclosed. Upon delivery, the vehicle was inoperable due to a broken driveshaft and a destroyed transfer casedamage consistent with being lifted improperly by a front-end loader. The truck wont move and has transmission malfunction notices, which directly contradicts the run and drive description and notes read to me by the office staff that state "Starts and runs no leaks, no electronic issues.."After reporting the issue immediately, IAAs REMOVEDconfirmed that the damage existed before transport, meaning it occurred in the yard. Photos I provided show fresh scraping, a bent crossmember, and gear oil leakage from a busted transfer case. Despite this, the Fort REMOVEDManager, Ms. REMOVED, refused to accept responsibility or provide reimbursement, claiming the damage was original even though it was not disclosed in the auction listing or photos - despite over 2000 other listings with similar disclosed damage. IAAIs internal investigation relied on selective photos rather than acknowledging the listing omitted major mechanical damage, violating fair advertising standards. The definition of run and drive provided by IAA (vehicle can start and turn its wheels a full rotation) is misleading when the driveshaft is broken and the transfer case destroyedmaking that physically impossible.The companys failure to accurately represent the vehicles condition and its refusal to resolve a clear case of yard mishandling constitutes material misrepresentation and deceptive business practices.I am requesting reimbursement for repair costs or a full refund of the vehicle purchase and associated fees. IAAs conduct demonstrates negligence and disregard for consumer protection laws, and I am filing this complaint to seek resolution and accountability.

  

  Business Response

  Date: 11/14/2025

  Good REMOVED,
  Thank you for submitting your claim to IAA Buyer Services.
  We are sorry to hear about the experience you had with us regarding the stock in question.
  I reviewed the communication on the stock page, and I see that the Branch Manager is already involved and is currently working on finding a resolution for you.
  I have also attached the Auction Rules, which explain that buyers are encouraged to view the vehicle prior to the auction. If a buyer is unable to visit the branch in person, they may hire an inspection service listed on our website for a more in-depth review.
  Please be advised that IAA does not have mechanics on-site, and vehicles are only inspected for general information at check-in. This is why we strongly recommend that buyers research and inspect any vehicle before placing a bid.
  Since the branch is actively reviewing this matter, I will follow up with you once a final decision has been made. They may also reach out to you directly.
  Thank you,

  Anai

  Buyer Service Supervisor 

  
  

  Customer Answer

  Date: 11/18/2025

   
  Complaint: 24135469
  
  I am rejecting this response because:
  I have not received any new communication from the branch addressing the various misses around their intake process or the auction listing issues. 
  

  I have also contacted the territory manager and requested a response which I have not received. 
  

  As you may or may not be aware, the iaai auction rules do not negate consumer protection laws or IAAIs obligation, by law, to accurately represent vehicles listed including the accuracy of damage and drivability status. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/06/2025

  Type:Order 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 license plates were removed from my car and they have misplaced them.

  

  Business Response

  Date: 11/10/2025

  Good REMOVEDyou for submitting your claim to IAA REMOVED.
  After reviewing your request, it appears the branch advised that, per TitleMax process, all units received have the items and plates removed. We apologize that the plates were misplaced and understand the inconvenience this has caused.
  The branch has confirmed that a letter was provided for submission to the REMOVEDto assist you in obtaining replacement plates.
  Are you currently experiencing any issues with this process or with the DMVs response?
  Thank you,
  Anai
  REMOVEDSupervisor

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24117156
  
  I am rejecting this response because: Missing License Plates while in REMOVED/TitleMax Custody

  After speaking with both TitleMax, REMOVED(Hide and seek;The call source), and IAA management, I was informed that, given the short time my car was in your custody, there was no reason to remove my license plates. REMOVEDalso stated that plates are only removed if a vehicle is being prepared for auction. My car was not being auctioned and was in your possession for only a few days.
  
  
  The Property Collected form you mailed me (attached) clearly shows that my license plates were intact upon arrival, along with all other personal property. This confirms the plates were present when my vehicle was turned over to your facility and should still be traceable.
  
  
  Despite repeated calls, I have received inconsistent answers from both companies. IAA management stated they would review surveillance footage and return my call, but no follow-up ever occurred. On my fourth attempt to reach them, I was told to just get new plates and was refused access to the individuals I had previously spoken with.
  
  
  This situation now raises serious safety and legal concerns for me. The license plates remain registered in my name, and their whereabouts are currently unknown. If those plates were misplaced or stolen, they could potentially be used on another vehicle, placing me at risk of legal complications or law enforcement issues if they were ever involved in an incident.
  
  
  The form I was provided only serves as a temporary document to show if I am pulled over, but this does not protect me from possible misuse of my original plates. This matter must be properly resolved to ensure my personal and legal safety.
  
  
  To resolve this issue promptly, I am requesting the following within a timely manner:
  
  -Locate and return my original license plates or provide a clear chain-of-custody explanation showing when and where they were last confirmed.
  -Written confirmation of the video footage review (dates/times reviewed, outcome) and whether the plates were removed by your staff or while on your premises.
  -Written assurance that, if the plates cannot be located, both companies and towing agencies will provide documentation confirming they are officially considered missing and not in use, to assist with police and DMV reports, and any possible future incidents.
  -Reimbursement for all replacement fees related to obtaining new plates.
  -A dedicated point of contact (name, title, direct phone/email) to finalize this matter.

  This situation now raises serious safety and legal concerns for me. The license plates remain registered in my name, and their whereabouts are currently unknown. If those plates were misplaced or stolen, they could potentially be used on another vehicle, placing me at risk of legal complications or law enforcement issues if they were ever involved in an incident.
  
  The form I was provided only serves as a temporary document to show if I am pulled over per your staff, but this does not protect me from possible misuse of my original plates. This matter must be properly resolved to ensure my personal and legal safety. Just ignoring the situation and telling me to go replace them does not resolve the issue I am asking for an explanation and accountability for what happened to my plates while they were in your possession. 

  Thank you for your attention and understanding.

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 11/14/2025

  Good Morning Deziree,
  Thank you for responding back with the additional information I truly understand how frustrating and concerning this situation has been for you, and I appreciate your patience while we work through it.
  Ive connected with the Branch Manager at the location where your vehicle was stored, and he will be reaching out to you directly to help resolve this matter.
  They shared that they have options to help remove the plates from your name, and they are also willing to work with you regarding the cost of obtaining replacement plates so youre not left handling this on your own.
  The managers name is REMOVEDBank, and the branch phone number is REMOVED, should you need to contact him.
  If you have any additional questions or concerns, youre always welcome to reach out to REMOVEDhere at IAA at REMOVED. We also have your details on file under Case #REMOVED.
  Please let me know if theres anything else I can assist you with. Im here to help.

  Thank REMOVEDSupervisor 

• Initial Complaint

  Date:11/05/2025

  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.

  On the 10/23/2025 at exactly 9:33:53 PM CDT I Epinya Christian a private registered buyer with account #REMOVEDreceived a notification in my phone for successfully purchasing a REMOVEDCamry 2014 vehicle with stock no REMOVEDand this I did not buy by myself so I immediately wrote the Iaai customer service explaining that my phone was in my pocket and accidently it has initiated a buy now vehicle and bought it without my knowledge please I wish this car be removed for I never bought the car two cases were sent both to the national and local level with case no REMOVEDand no REMOVEDbut there wasn't any resolution, so I tried calling the headquarter and what was said is there is I have to pay $1000 or 15% whichever is greater and they asked me to call the local level which I did immediately but the local level is asking me to purchase the car and then set it again for another auction or they are not sure if the IAA renege fee would be set for me because every transaction made was final but I told them that the renege fee was too much I will not be able to pay that amount for something I did not buy that they should do everything to remove the car but they refused

  

  Business Response

  Date: 11/06/2025

  Good REMOVEDyou for submitting your claim to IAA Buyer Services.
  After further review, we have confirmed that the vehicle was purchased correctly from your account. Please note that the Buy Now process is a two-step process the buyer must first click Buy Now, and then confirm the purchase in a second window.
  All information reviewed is accurate, and as stated in the IAA Buyer Agreement, all sales are final. Buyers are responsible for transactions made under their registered accounts.
  If you wish to cancel the sale, please note that a renege fee will apply. This consists of $1,000 or 15% of the sale price (whichever is greater).
  Should you have further questions regarding IAAs policy, please refer to the link provided below or contact us for additional clarification.

  REMOVED

  
  Best regards,

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 11/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVEDEpinya