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

  9 Moodys Dr Gorham, ME 04038

• 

  Insurance Auto Auction

  1210 Kings Rd Schenectady, NY 12303

• 

  IAA

  7149 Apple Tree Avenue Bergen, NY 14416

• 

  IAA, Inc.

  47 Newberry Rd East Windsor, CT 06088

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:07/21/2025

  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 purchased a vehicle from The ***************, IN location on 6-6-2025 that was advertised as having a clear title, I picked up the vehicle on 06-09-2025 the are telling me that this vehicle does not have a title that it has been sitting on there lot for 2 years according to Indiana state law they have 31 days from the date of sale to produce a title or take the vehicle back and issue a full refund the stock number for the vehicle is ******** and my buyer number is ****** i have contacted the fort ***** ****** numerous times and and being told they are trying to get a duplicate title but cannot give me a time frame the branch manager ******* refuses to take the vehicle back which by law she has no choice i have also sent a demand letter by certified mail that was returned to the post office they refused to sign for it

  

  Business Response

  Date: 07/24/2025

  Hello ****** ******,

  
  Thank you for submitting your claim to IAA *************** We are currently reviewing your inquiry and have reached out to the appropriate parties to request additional information and an update regarding the title.
  Once we receive a response, we will follow up with you either through this message or via a separate email tied to the case weve already created on your behalf.
  We appreciate your patience as we work to resolve this matter.
  Best regards,

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23631042
  
  I am rejecting this response because: They keep trying to ignore me and deflect every time I ask for an update about the title I simply want them to follow Indiana state law and refund my money and take the vehicle back
  
  Sincerely,
  
  ****** ******

   

  

  Business Response

  Date: 07/29/2025

  Hello *****,
  Thank you for submitting your feedback.
  Please be advised that your concerns have been shared with the Area Manager and our Legal team for further review.
  Moving forward, theyalong with the branchwill be the ones to follow up with you directly.
  If you have any further questions, please continue to reach out to ********, the Branch Manager at ***************, as the matter is being handled at that level.
  Thank you,

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23631042
  
  I am rejecting this response because:

  I have reached out to ******* she refuses to do anything for me or take the vehicle back according to law she has to I have purchased a lot of vehicles from this place and this is how they treat you
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/17/2025

  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.

  I have an account that is set to auto renew. I do not desire auto renewal, and I currently have no access to my online account to stop this from moving forward in a few weeks. I have called the company multiple times, held on calls exceeding one hour wait periods and still have yet to get into contact with anyone regarding these matters! I don't know my buyer ID number, and they refuse to give it to me via the *** option in which I asked them to mail, email or text it too me as they have ALL of my contact information on file to know I am who I say I am.

  

  Business Response

  Date: 07/21/2025

  Good ****************** ******,
  Thank you for submitting your claim to IAA Buyer Services.
  Please be advised that you can disable the auto-renewal payment feature by logging into your account and navigating to the Profile section.
  Your online profile has been reactivated, as it was temporarily locked due to multiple incorrect password attempts. If you do not remember your password, we recommend using the "Forgot Password" option to reset it. A password reset link will be sent to your registered email address.
  For security reasons, please note that our agents are unable to release any account-related information unless account ownership is confirmed.
  At the moment, we are experiencing longer-than-usual wait times in our call queue. We sincerely apologize for any inconvenience this may cause and appreciate your patience as we work to assist all of our buyers as quickly as possible.
  If you continue to need support, you may also reconnect with our live chat service and provide your Buyer ID: ****** for faster assistance.
  Sincerely,

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was in an accident and vehicle towed to *******, ** location on 6/25/25. Our adjuster contacted them that same day to ask that we be able to clean out vehicle and they said yes, vehicle had not been cleaned yet. We called them to tell them we'd be there in 2 hours (it was an hour away from our home) and when we arrived all items were bagged in a tote and tied in multiple knots. When we got home to unpack items, we found missing air fresheners from **** and Body (pictured in original pics sent to insurance), missing $15 in change in console next to cup holders, missing ladybug air vent charm that was very special to my kid, items damaged by a liquid tire container that we have never seen that was thrown into the bag- got all over papers and black rain jacket. Car trunk organizer was broken- bottom flat pieces bent and broken into, pictures taped to inside of driver visor were torn apart, pieces of plastic from the car were thrown into the bag, tote that we had in car was split on sides from overfilling and tied in multiple knots- had to be cut open when we got home (red plaid tote). Called the location in ******* and Branch Manager *** ******** never returned my phone calls after stating twice that she would by end of day. Called corporate number to be given excuse I need to call branch since corporate couldn't see the information. Nobody taking responsibility for negligence and lied to multiple times about call backs and us being allowed to come clean out car- they stated this to my adjuster herself. Disrespectful to property that they don't even yet own. Title has not been signed over to them so this is in fact theft of items and destruction of property.

  

  Business Response

  Date: 07/21/2025

  Good ***************** ******, 

  Thank you for submitting your claim to IAA Buyer Service.

  First, I want to express our sincere concern and hope your daughter is doing well after the recent accident. We understand how difficult this situation must be, and we truly regret the added stress you've experienced regarding the handling of her personal belongings.

  When a vehicle is brought to one of our branches, it is standard procedure for the branch team to remove all personal items from the vehicle and place them in bags for safekeeping. Additionally, a check-in list should be completed at that time to document the personal contents removed.
  In order to locate the vehicle in our system and fully review the stock notes and check-in documentation, we will need the Vehicle Identification Number (VIN). Once we receive that, we can move forward with a detailed review and address your concerns directly with the ******** ** location.
  We appreciate you taking the time to bring this to our attention and thank you in advance for your cooperation. Please be assured that we take these matters seriously and will work to address them thoroughly. 

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

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23614929
  
  Thank you for checking into this.  As stated, the claims adjuster does have photos of some of the missing items from when the car was first brought to you all, so photo documentation is obtainable, but by all means please review the check list.  
  

  This still does not address the fact that my adjuster spoke directly to your office and they stated we could come clean out the car ourselves since it had not yet been done.  We arrived same day and kept them updated on arrival time, so this should have never been done in the first place.

  Here is the car on your website:

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

  VIN: *****************
  

  Sincerely,
  

  ***** ******

  

  Business Response

  Date: 07/24/2025

  Hello Ms. ***** ******,
  Thank you for confirming the information. We were able to contact all branches involved regarding this matter. They have advised that a settlement has already been reached with you and have also expressed their apologies for how your items were handled.
  We truly appreciate you taking the time to reach out and allowing us the opportunity to assist you. Again, we sincerely apologize for the way your belongings were treated during the removal process.
  Wishing you a great rest of your day.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I received a phone call from ******* at the ******* ****** who was assistant branch manager.  He was polite and took responsibility for the handling of the items as well as the incorrect information we received from staff regarding policy.  They did send a check for reimbursement of the items damaged/thrown away and I did ask that they review policy when cleaning out cars.  As the title holder of a vehicle, the salvage yard throwing out ANYTHING is unacceptable and should not occur.  Those are 100% someone elses belonging until the date they sign the title over.  I hope they will revisit this policy and it keeps others from the situation we were in.

  I accept the resolution of this claim regarding the damaged and missing items from the vehicle.  ******* was very helpful.

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

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won the bid for the vehicle Stock #******** (2019 ************* C 300, VIN: *****************) via Timed Auction on May 1, 2025 at the Anaheim Consolidated Branch.On May 5, 2025, I made full payment of $13,690.00 via telegraphic transfer through ***********************, inclusive of an estimated storage fee. Due to a delay by my transporter, a $142 additional storage charge was incurred. Despite repeated attempts to settle this via **** card and after consulting ************** the issue remained unresolved. I was later informed that a selfie was missing from my renewal documentation, which I promptly submitted.Subsequently, my account was placed under a 30-day review, during which no transactions could occur. Without prior notice, this was later extended to 60 days, which I only learned of on May 28, 2025. Despite the inconvenience, I complied and secured a 50% storage fee waiver, with plans to settle the balance upon account reactivation.However, a week before the review was due to end, I contacted ************** and was told my account remained inactive. I later discovered the vehicle had been relisted and resold via Buy Now without any notification or opportunity for redress.I submitted a refund request with all supporting documentation to Buyer Payment but have received no response to date. I have also maintained full records of all communications and can provide them upon request.Given the circumstances, I respectfully request a full refund of $13,690.00 and immediate resolution of this matter.

  

  Business Response

  Date: 07/21/2025

  Good ****************** ****,
  Thank you for submitting your claim to IAA Buyer Services.
  After reviewing your case, we found that the wire transfer funds were applied as a credit to your account. If you would like these funds returned, please email ************************************************ with a formal request to have the funds sent back to the original sender.
  Regarding the vehicle in question, a partial payment was made; however, the remaining balance is still outstanding. Please note that credit card transactions were not fully captured by our online system, and the vehicle was never paid in full. As a result, fees continued to accrue on the stock due to the outstanding balance.
  Per IAA policy, a renege fee was added to your account due to nonpayment. That fee has since been removed as a courtesy. However, IAA has made the decision to no longer conduct business with you. Your account will remain permanently banned.
  You may review the IAA policy at the following link: ****************************************************

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/17/2025

  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.

  My car got towed to IAA ******* branch about a week ago from **********. we unfortunately had to leave behind in the car an expensive ice chest, two canopies, pink table and other items because we could not fit anything in the rental car. i did not realize until we were back home that i also left a black satin and fur hat that my grandma made me before she died. I did not realize it was still in the car. the tow truck driver that picked up and dropped off my car said that the items were still in the car at time of drop off. I have called over 100 times and left countless messages for someone to call me back regarding my belongings. I am now back in ***** and I want my belongings back. i just want to verify that my belongings are still on property before I go pick up my stuff. My car is listed on IAA website and my belongings are not in there. please I just really want that black fur hat back because its priceless to me since my grandma made it for me. I need a call back to verify someone at IAA ******* has my belonging safe. PLEASE I WANT MY HAT BACK. will someone from IAA El Paso call me?? If I drive 8+ hours to ******* and find out that my hat or anything is missing. I will be making a police report for theft. Even though my car is deemed totaled that does not mean the car or the items in there are property of IAA. i still have the title of the car. I am going to drive 8 hours to go pick up my hat so that should show IAA how serious I am regarding this matter. please can someone from IAA ******* branch give me a call back. I just want my stuff please. The value for the items in the car total to around a thousand dollars. please I just want my hat. I don't want to post on my social media account about this incident to get a call back from IAA El Paso but I am will if forced. I don't know what IAA policy is regarding belongings in the car but if yall have honest people working for IAA my stuff is still on property ready for pickup. please can IAA call me back???

  

  Business Response

  Date: 07/21/2025

  Good *************************** you for submitting your claim to IAA Buyer Services.
  After reviewing the details, Ive reached out to the ******* branch where the vehicle is currently stored to gather further information.
  Have you had a chance to contact the branch directly? When a vehicle is received from the provider, it is checked in and photographed for listing on our website. If any personal belongings are found, they are typically removed and placed into bags for safekeeping.
  If you havent already, I recommend reaching out to the branch as well. Their contact information is provided below, along with the stock number for your reference. If I receive an update before youre able to connect with them, I will send you a follow-up email.
  Stock Number: 42698456
  Location: *******
  Phone: **************
  Branch Contacts: ****** ******* (Branch Manager) or Genesis ****************** let me know if you need any further assistance.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23612562
  
  I am rejecting this response because:
  I have called over 50 times and left detailed messages and no one from ******* branch has contacted me regarding my belongings. My belongings which are large (ice chest, pink folding table, two canopies ,custom fur hat, camping pad) total around $750. I have proof of purchase for all of these items. And the tower verified these were in my car. I have his telephone number but do not remember his name. I will be making a El Paso police report if for misdemeanor theft if my belongings are not accounted for. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/22/2025

  Hello,
  We have confirmed with the branch that your personal belongings are still on-site. The Branch Manager has also noted that no call has been received regarding the issue. He will be available in the office should you have any questions when retrieving your belongings.
  Please note that the branch is open Monday through Friday, from 8:00 AM to 4:30 PM.
  Branch *****************start="505" data-end="508"> ******* (**)
  *****************
  *****************
  Vehicle Stock Number: 42698456

  Thank you, 

  Anai

  Buyer Service Supervisor 

   

• Initial Complaint

  Date:07/15/2025

  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.

  I purchased vehicles from IAA *********** and arranged for my transporter to pick them up as usual. However, this time the driver was denied the title documents. When I called to ask about the issue, I was met with extreme rudeness by a staff member named Laryne. She raised her voice and eventually hung up on me. I called back and spoke to the branch manager, ******, who was even more hostile, spoke over me, and insulted me. In frustration, I responded emotionally. The next day, I discovered that my account had been deactivated by ******, with no prior warning. *** now lost access to my account for nearly a week, affecting my business. I paid for access and feel it is extremely unfair to be locked out for reporting unprofessional conduct. I am requesting immediate reactivation of my account and investigation into the staff behavior.?Desired Outcome Immediate reactivation of my buyer account Credit or refund for the days I was locked out Investigation and accountability for the hostile conduct of both staff members ***************** that retaliation against buyer complaints will not occur again

  

  Business Response

  Date: 07/17/2025

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

  Thank you for submitting your claim to ***************
  After a thorough review of the interaction, please be advised that IAA has made the decision to permanently discontinue doing business with you.
  Per the IAA Policy, which you agreed to at the time of registration, IAA reserves the right to revoke or suspend a buyers account at any time, with or without cause, and with or without prior notice. This policy is enforced without exception.
  This decision is based on the details of the interaction and confirmation from multiple witnesses. Additionally, the branch has clarified that the confusion regarding the title was due to the transporter using the app for pickup instead of retrieving the title in person. This deviation from the standard process is a matter you will need to resolve directly with the transporter.

  I have send a communication to the branch so they can mailed the title to the address on file. 

  
  If you have further questions, you may review our policy online or contact *************** However, please be advised that this decision is final and has been confirmed by IAA Corporate. 
  Thank you,

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23605386
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/15/2025

  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.

  2005 DODGE RAM 3500 MISSING CATALYTIC CONVERTOR ***** DODGE RAM 3500 SLT/LARAMIE PrintShare 2005 DODGE RAM 3500 SLT/LARAMIE View View IAA logo Engine Starts Video Key More Actions Passenger Front ImageDriver Front photoDriver Rear photoPassenger Rear photoInterior Front imageDamage photoDashboard / OdometerInterior RearManufacturer VIN PlateEngine photoKey photoMisc Parts - not attached to carVideo of engine start / running2005 DODGE RAM 3500 SLT/LARAMIE2005 DODGE RAM 3500 SLT/LARAMIE2005 DODGE RAM 3500 SLT/LARAMIE2005 DODGE RAM 3500 SLT/LARAMIE360 images Vehicle Information Stock #:40892553 Selling Branch:******** (**)VIN:***************** Loss:Theft Primary Damage:Left Side Title/Sale Doc:SALVAGE CERTIFICATE (******)Start **************** Key:Present Odometer:188,933 mi (Actual)Airbags:Intact Vehicle WheelsSpare Tire Unknown,Alloy Wheels Vehicle Description VIN:***************** Vehicle Score:More Info 49 /50 Vehicle:Automobile Body Style:QUAD CAB Engine:5.9L I-6 DI, TURBO, 325HP Transmission:Automatic Transmission Drive Line Type:4X4 Drive Fuel Type:Diesel Cylinders:6 Cylinders Restraint System:Front impact airbag driver;Front impact airbag passenger ************************************************************************** Radio Manufactured In:Mexico Vehicle Class:Truck Model:RAM 3500 Series:SLT/LARAMIE More Vehicle Details Bid Information Auction Completed IAA Transport Get it delivered with IAA TransportTM Get Estimate Learn More Sale Information Selling Branch:******** (**)Vehicle Location:At the branch Auction Date and Time:Tue Apr 22, 2:30pm (CDT)Lane/Run #:Available two days before sale Aisle/Stall:S - 59 Actual Cash Value:$19,600 USD Estimated *********************************** Insurance Seller Type:Insurance Title/Sale Doc:SALVAGE CERTIFICATE (******)Additional Options Want to learn more about the condition of this vehicle?

  

  Business Response

  Date: 07/16/2025

  Hello Mr. ******* *******, 

  Thank you for submitting your claim to Buyer Services. 

  Please see the link below to where IAA policy stands and per review this has been advise to you by our agents as well. 

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

  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.
  3. IAA MAKES NO WARRANTY OR REPRESENTATION FOR, AND UNDERTAKES NO DUTY TO CONFIRM THE ACCURACY OR COMPLETENESS OF, ANY INFORMATION PROVIDED IN ORAL, WRITTEN OR IMAGE FORM TO BUYER REGARDING ANY VEHICLE FOR SALE, INCLUDING INFORMATION PROVIDED BY A DEPARTMENT OF MOTOR VEHICLES, MOTOR VEHICLE DIVISION, OR **********************
  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 YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, TRANSMISSION TYPE, COLOR/WRAP, 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.

   

  If you still have questions on our policy, please feel free to contact us at Buyer Services. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:07/10/2025

  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.

  On 10/23/2023, an unauthorized bid for $100 was placed on a 2003 **** F150 under my Buyer ID. A renege fee in the amount of $1,000 was applied to my account. ************** provided a contact for resolution. I've e-mailed **** at mgr-*************************************** to no avail. My most recent attempt to contact **** via e-mail was 4/1/2025. To date, I have not received a response. I have been doing business with IAA for over 5 years; however, I have not used my account since the discrepancy. I'm asking IAA to reverse the renege fee on my account so that I may continue to use services.

  

  Business Response

  Date: 07/11/2025

  Dear Mr. ****** *****,
  Thank you for submitting your claim to Buyer Services.
  We have reviewed your claim and the communication between you and our department, and we have found the following:
  A bid was placed on a vehicle using your buyer number, and the vehicle was correctly awarded to your account.
  According to IAA policy, all bids are final, and any vehicle awarded must be paid for in full by the due date. Failure to do so will result in late fees. If payment is not received within seven (7) calendar daysincluding the day the vehicle was awardedthe branch has the right to remove the vehicle from the buyer's account and assess a non-payment penalty fee, known as a renege fee.
  As stated in our policy:
  Renege Fee In the event a buyer fails to pay for a vehicle within seven (7) calendar days (inclusive of the award date), the buyer shall pay IAA a renege fee equal to $1,000 or 15% of the sale price, whichever is greater. The buyer is also responsible for any and all costs and expenses incurred by IAA related to the collection of the renege fee, including attorney's fees and court costs. Bidding privileges will be suspended until the renege fee is paid. A second renege offense may result in permanent revocation of bidding privileges.
  Based on the sale price of the unit in question, the $1,000 renege fee applied to your account is accurate and in accordance with this policy.
  To reactivate your account, the renege fee must be paid in full, as IAA has followed all proper protocols regarding this matter.
  Please let us know if you have any further questions.

  Thank you, 

  Anai

  Buyer Service Supervisor 

  
  

• Initial Complaint

  Date:07/09/2025

  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 salvage auction car that was misrepresented as a run and drive which on their website says it goes in gear moves forward or reverse and starts and steering turns both directions one full revolution the employees left out the part where it goes in gear and moves so they lied when I brought it to their attention that the car won't go in gear or move. It should have been listed mechanical or stationarynot run and drive you can see in the photo the engine is moved from its original location forward and down tearing the throttle cable off and the gear selector cable. The inspectors who checked the car when they got it did not do their job correctly.

  

  Business Response

  Date: 07/11/2025

  Dear Mr. ******* ******,
  Thank you for submitting your claim to Buyer Services.
  Based on our communication with the branch, the vehicle was sold correctly, and all information provided at the time of sale was accurate and consistent with the details received from the seller.
  Please note that buyers have the option to view vehicles before the auction. As branches do not conduct mechanical inspections or detailed check-in processes beyond standard criteria, we strongly encourage buyers to inspect vehicles when possible.
  In situations where a vehicle is located offsite and personal inspection is not feasible, IAA offers a service where buyers can request a third-party inspection for a fee. The resulting report will include a thorough assessment of the vehicles condition.
  We also encourage you to review the terms and policies agreed to at the time of your registration, which apply to all purchases. For your convenience, you can access the policy related to Run and Drive vehicles through the link included in this email.

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

   

  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.
  3. IAA MAKES NO WARRANTY OR REPRESENTATION FOR, AND UNDERTAKES NO DUTY TO CONFIRM THE ACCURACY OR COMPLETENESS OF, ANY INFORMATION PROVIDED IN ORAL, WRITTEN OR IMAGE FORM TO BUYER REGARDING ANY VEHICLE FOR SALE, INCLUDING INFORMATION PROVIDED BY A DEPARTMENT OF MOTOR VEHICLES, MOTOR VEHICLE DIVISION, OR **********************
  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 YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, TRANSMISSION TYPE, COLOR/WRAP, ODOMETER DISCLOSURE, *****, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. BUYER UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, BUYER SHOULD OBTAIN A CARFAX OR SIMILAR REPORT PRIOR TO MAKING A BID. BUYER SHALL VERIFY THE ***** TYPE AND BRAND BEFORE MAKING ANY REPAIRS TO THE VEHICLE.

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

  Thank you, 

  Anai 

  Buyer Service Supervisor 

• Initial Complaint

  Date:07/09/2025

  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 vehicle from IAAI listed as having front-end damage only. Upon delivery, I discovered additional undisclosed damage:A broken rear suspension component A cracked windshield that was hidden by a paper placed over it in the auction photo I emailed IAAI at ******************************************* multiple times, but received no response. I am requesting a resolution or compensation for these serious omissions.

  

  Business Response

  Date: 07/11/2025

  Hello Mr. ****** *******,
  Thank you for submitting your claim to Buyer Services.
  For verification purposes, we reviewed your request in our system. The last recorded communication was on 6/30/2025, in which you inquired about the location of a vehicle that was listed as "offsite" meaning the vehicle was stored at a different location from the selling branch.
  Based on our communication with the branch, the vehicle was sold correctly and all information provided at the time of sale was accurate and consistent with what was received from the seller.
  Please note that buyers have the option to view vehicles before the auction. However, because branches do not perform mechanical inspections or check-in processes beyond standard criteria, we strongly recommend buyers take advantage of this opportunity when available.
  In cases where a buyer is unable to inspect a vehicle due to its offsite location, IAA provides a resource through which buyers may request a third-party inspection for a fee. The resulting report includes a detailed assessment of the vehicles condition.
  We encourage you to review the terms and policies that were agreed to at the time of your registration, which apply to all vehicle purchases:****************************************************

   

  Thank you

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23573792
  
  I am rejecting this response because:
  

  I Do Not Accept
  
  I respectfully disagree with IAAIs response. My complaint is not about the vehicle being offsite, but about undisclosed structural damage that was clearly not shown or mentioned in the listing including:
  
  A broken rear suspension component (sway bar link), which is a safety issue.
  
  A cracked windshield, which was visually covered by a piece of paper in the auction photo.
  
  
  The listing failed to disclose these critical issues, and I had no opportunity to inspect them as the vehicle was marked "Run & Drive" and no such damage was referenced.
  
  I am not disputing the location I am disputing the lack of disclosure, which misled me as a buyer. I ask that this issue be reviewed again in good faith.
  
  

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

  

  Business Response

  Date: 07/11/2025

  Hello, Mr. ****** *******

  Thank you for following up regarding your inquiry.
  As stated in our previous communication, IAA does not have certified mechanics at our branch locations. All information listed online is based on a one-time visual check when the unit arrives at the facility.
  Buyers are encouraged to inspect vehicles prior to auction. Additionally, as previously advised, IAA provides access to a third-party inspection service for a fee. These inspections offer a detailed, independent assessment of a vehicles condition.
  We also encourage you to review IAAs terms and policies, which were agreed to at the time of registration and apply to all vehicle purchases:
  ?? IAA Auction Rules & Policies

  Please note the following key policy terms:

  1. ALL VEHICLES SOLD THROUGH IAAS AUCTIONS ARE SOLD AS IS, WHERE IS, WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  
  4. IT IS THE SOLE RESPONSIBILITY OF BUYER TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. BUYER EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA. THIS INFORMATION INCLUDES, BUT IS NOT LIMITED TO, THE YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, TRANSMISSION TYPE, COLOR/WRAP, 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.

   

  Let us know if you still have questions on our policies. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23573792
  
  I am rejecting this response because:

   

  I acknowledge IAAI's standard disclaimer regarding "AS IS" sales. However, my complaint is not about expectations of perfection or warranty it's about undisclosed and concealed damage that goes beyond what "AS IS" protects.

   

  Specifically:

   

  1. The rear suspension was broken, which is a major safety issue.

   

   

  2. The windshield was cracked, and the auction photo had a white paper placed directly over that area, preventing visibility of the damage.

   

   

   

  These issues were not visible or disclosed in any photos or descriptions, which goes against the principle of good faith in business. A buyer cannot inspect what is intentionally or negligently obscured.

   

  The responsibility to inspect does not override a sellers obligation to provide clear, unobstructed, and truthful visual representation of the product.

   

  Therefore, I respectfully reject the companys explanation and ask that this complaint remain open and unresolved.

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