ComplaintsforIAA

• Initial Complaint

  03/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  03/25/2024

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

  

  Business response

  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

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was picked up by this tow company and it was apparently a special tow so they didn't want anyone going inside the vehicle so they had written on the back window and on the paperwork "DON'T OPEN." But whoever received in my vehicle just couldn't help themselves so not only did they open my vehicle, they TOOK EVERYTHING OUT!!! I had recently moved to where I am and I still had a lot of stuff in my car. I'm still currently missing about $350 worth of items, but what's most important to me are two cowboy hats that belonged to my dad who recently passed away, those two hats are priceless to me and cannot be replaced!!!! It's absolutely disgusting to think that your greedy employee completely ignored the note in TWO places telling them not to open my car, yet they did it anyway!!! If those hats are gone, I don't know what I'm going to do. I've been trying to call to file a complaint directly with your office, but getting ahold of a live person is absolutely impossible!!! So i went onto your website and found a way to file one there and I decided to file one here since I can't get anywhere with you!!

  

  Business response

  02/05/2024

  Thank you for your email,

  First let me say my condolences about your dad. After reading your complaint I am sad to hear this happened to you and your things. For me to possibly be able to assist you I will need to know the following: *********************, Your vin number and the branch it was towed to. after I have received this information from you, I will then be able to reachout to that branch manager for assistance in this matter.

  Thanks

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

  Customer response

  02/08/2024

   
  Complaint: 21242906
  
  I am rejecting this response because: But here is the info you requested. 

  VIN#: *****************

  Tow Company: Insurance Auto Auctions is the only info on the TitleMax vehicle release form. 
  
  Sincerely,
  
  ***************************

  

  Business response

  02/13/2024

  Thank you for your response back,

  Now that I have the vin number I can look the vehicle up and see who that branch manager is.

  I can now reach out and try to see if they know what may have happened in your case.

  Thanks

  Will

  Customer response

  02/14/2024

   
  Complaint: 21242906
  
  Will,
  
  For some reason I wasnt sent an email that you had responded to my last email so its not allowing me to respond in the BBB website. I can tell you EXACTLY what happened at this branch. They had written on the back of my window in HUGE letters, DO NOT OPEN, but whoever checked in my vehicle decided to ignore the notice and they removed EVERYTHING from my car anyways!! They had my stuff scattered all over the yard and gave me a box full of stuff that wasnt even mine!! The woman who was trying to help me was the ONLY helpful person, now I dont know if thats because she was the one who unloaded my car and felt bad, or if she was genuinely trying to help. Either way, Im extremely upset that the most important things that were in my vehicle are now GONE!! Those hats were priceless items to me, as I mentioned to you they belonged to my dad who just recently passed away and they both were left to me by him personally. So if they were stolen, taken or misplaced, thats going to absolutely destroy me!!!! Ive already been dealing with a lot of depression and anxiety, so this will not help if they cant be found!!!

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Vehicle is missing catalytic converters,diesel exhaust fluid system,EGR system it violates federal EPA laws they are well aware that they are selling vehicles with no Catalytic converters and not announcing that they are missing. This is not the first vehicle we have purchased from them with missing catalytic converters. We reached out to the company and their suggestion was just to re-run it through their company and to sell it to someone else and make it their problem. This is not the correct way to do business and its definitely not the correct way to sell vehicles with all the federal emission systems missing

  

  Business response

  02/01/2024

  Thank you for your email,

  After reading you complaint, this matter falls under the IAA auction rules that: 

  . ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.

  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, 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 UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES.

  Thank you 

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased several cars that Auction sold as "start, run and drive", but cars need major repairs such as motors and transmission before could be sold at a fair market value price

  

  Business response

  01/29/2024

  Thank you for your email,

  After reading your complaint I have to refer to IAAI auction rules that state the following: 

  7. ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION RUN & DRIVE) MEANS THAT THE ENGINE STARTED (EITHER WITH OR WITHOUT A JUMP), BOTH THE FORWARD AND REVERSE GEARS ENGAGED AND FROM THE STARTING POSITION, THE STEERING WHEEL MADE ONE FULL ROTATION TO THE RIGHT AND ONE FULL ROTATION TO THE LEFT, ALL AT THE **** OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

  Thank you 

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

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

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-6-24 we agreed to sell our 2013 ***** Equinox for $1040 guaranteed (documented). We set up a pickup date of 1-12-24 between the hours of 12pm-5pm. On 1-11-24 the pickup appointment was confirmed. By 4:30pm on 1-12-24 we had to contact the pickup company of IAA to see if they were still coming, and they couldnt find our vehicle in the records but assured us they would still send someone out with a check in hand. The driver arrived to pickup our Equinox and took our title as well as our vehicle, but handed us a check that didnt have our full names on it, rendering that check useless. We were unable to deposit the check due to the clerical error, and now we also dont have our vehicle or title.When the error was brought to the attention of IAA, we were told we could bring the check with errors to their office on Monday to rectify the errors and get a new check. On Monday 1-15-24 we were told they would void the old check and send us a new one via ***** overnight. On 1-16-24 we had to call IAA once again and were told they were voiding the original check and we would receive a call later that day letting us know the new check was available for pickup. No one called.We called back and were now told that they havent voided the old check and will only issue a new check 24hours after the old check is voided, but we cant come pick it up today. We asked if we can get our check tomorrow, 1-17-24, but were told they dont know. So now we have no car, no title and no check from our business transaction with IAA. The clerical error is their fault, but we have nothing to show for it except a check with incomplete information that looks suspiciously fraudulent since the invoice and check dont have complete information. At this point Im pretty sure we got taken advantage of and scammed.I will never recommend this business to anyone.

  

  Business response

  01/18/2024

  Thank you for your email.

  After reviewing your complaint, I understand how frustrating that could have been. To be better able to research what is happening I will need to know that vin number and the branch you were doing business with. After I have received this from you I then can reach out to that branch manager for an explanation of what is happening with this case. The case number I have created is 0483578.

  Thanks

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

*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. ↩