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

  
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  IAA

  9 Moodys Dr Gorham, ME 04038

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  Insurance Auto Auction

  1210 Kings Rd Schenectady, NY 12303

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  IAA

  366 Vulcan Street Buffalo, NY 14207

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  IAA

  7149 Apple Tree Avenue Bergen, NY 14416

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:06/08/2023

  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 am writing to express my deep concern and disappointment regarding the recent suspension of my IAAI account. I believe this suspension is unwarranted and unjust, and I kindly request your immediate attention to rectify this situation.I would like to provide the following details to assist in resolving [Buyer Number-415435]On Thursday 05/25/2023, I received notification that my IAAI account had been suspended. However, the notification did not provide a clear explanation for the suspension, leaving me confused and concerned about the status of my account. I have been a loyal customer of *********************** for ************ and have always complied with the terms and conditions of use.To the best of my knowledge, I have not engaged in any activities that would warrant the suspension of my account. I have consistently adhered to IAAI's guidelines and policies and have utilized the platform responsibly. Prior to the suspension, I have not received any warnings or notices indicating any violations or concerns with my account.I have made several attempts to seek clarification and resolution regarding the account suspension. I have reached out to the IAAI customer service department via phone call to express my concerns and request an explanation. Unfortunately, I have not received any satisfactory response or resolution to date.The suspension of my IAAI account has had a significant impact on my ability to access the platform's services, thereby causing inconvenience and financial losses. As a customer, I rely on *********************** to facilitate my automotive needs, and the suspension has disrupted my ability to participate in auctions, manage my account, and avail myself of the services I previously enjoyed.I expect a prompt response to this complaint,Resolving this matter expeditiously will not only reinstate my trust in IAAI but also demonstrate a commitment to customer satisfaction.

  

  Business Response

  Date: 06/08/2023

  Thank you for your email, when reviewing your account, it appears that you sent multiple documents to cservice that are not acceptable. We needed the most recent tax receipt. The documents that you sent cannot be used and "Unfortunately, due to regulations and policies that IAA follows, we had to regretfully cancel your membership with IAA.

  thanks

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

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

• Initial Complaint

  Date:06/07/2023

  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.

  My vehicle was towed by ******** and delivered to IAA South on 5/20/2023. The vehicle, a 2011 Infiniti 37 Journey was processed officially into their system on 5/22/2023. On 5/30/2023, I went to IAA to pickup my vehicle and to my surprise there was considerable damage done to my vehicle. The front bumper, the grill and the fog lights were all gone and nowhere to be found. Upon further inspection of the vehicle, the front tires looked bent at the axel, the front quarter panel on the passenger side of the vehicle was pulled away from the frame, there was a white streak on the rear driver's side door with a dent (I have a photo of a white vehicle on the lot parked next to my vehicle, which appears my vehicle was thrown into). When I opened the inside of the vehicle, there were three perfectly sliced cuts into the driver side seat and all of my belongings were not in the vehicle.The condition my vehicle left my possession was nowhere near the condition the vehicle was returned to me after being in the custody, care and control of IAA. Understandably, I was livid and went inside to find out what happened to my vehicle, where were my belongings, why was I not called and informed about the damage, as well as why did my car look like it was in the process of being scraped for parts. I was told to fill out a claim form, which did not give me enough room to detail anything that was visibly wrong with my vehicle. After leaving the office, I called for a tow truck because the vehicle was not safe to drive, all they left were the headlights, radiator, the hanging plugs for the fog lights and the water tank which was inches from scraping the ground. I noticed how reckless and negligent their employees were with vehicles on the lot. They had perfectly good body vehicles on a forklift and throwing cars around, which is not safe and does not protect the integrity of vehicle whose owners are coming to get their vehicles back. My vehicle looks like it was in a major accident.

  

  Business Response

  Date: 06/08/2023

  Thank you for your email

  It saddens me to hear that all of this happened to your vehicle. For me to better understand what and where these things happened to your vehicle, I will need the Vin number or stock number of the vehicle and also the branch that it was sent to. After I receive this information from you, I will then be able to reach out to that branch manager and have them view the tape of your vehicle arriving and being inspected.

  Thanks

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

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20159000
  
  I am rejecting this response because: This is what they did to my vehicle. It was scrapped for parts and is inoperable. There is no WAY I was riding around in a vehicle like this with full coverage on it. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/20/2023

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

  

  Business Response

  Date: 06/21/2023

  
  
  ******* (Will) *******
  Supervisor, IAA
  Buyer *********************** ******************** Complaints, ******* / ******* Escalation Team
  
  **********************************************************************
  O ************ | *******************************************

• Initial Complaint

  Date:05/29/2023

  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.

  IAA committed Fraudulent Concealment of Material Facts. On 04/26/2023, based on the advertised photos, description and what was disclosed on their website, a car appeared to be in decent condition with minimal frontal damage. I bid on and won this car, stock number #******** for $14,000.Unfortunately however, later that same evening It was discovered through a 3rd party website that IAA had been involved in the sale of the same vehicle just a few months prior on 01/30/2023 identified as Stock #********.Stock #******** showed that the vehicle was involved in a major accident with posible frame/engine damage and was also labeled as a Biohazard by the insurance company. IAA relisted the same car as stock #********. Per photo evidence, It's very obvious the real damage and history was deliberately hidden from public view. Therefore IAA is guilty of concealment.I immediately contacted the North Hollywood Branch Manager *************************** per instructions on their website before the car left his lot. ***************** became very defensive, unpleasant, rude and unprofessional. ******************, incorrectly stated that because the blood stained airbags from the previous accident was cut out, there was no longer any Biohazard to be concerned about. He also went on outside of his profession to advise that biohazards only pose a threat for a couple hrs after initial contamination. ****************** gave me 3 options. 1 Pay for the vehicle and pick it up plus any late fees. 2 Pay for the vehicle and let IAA re-sell it to another unsuspecting buyer. or 3 Renege the sale and pay the 15% $2,100 penalty. I directly asked ***************** given a misrepresentation case like this don't you feel that doing the right thing is beneficial to your business?. ****************** replied with, and I quote "If we did the RIGHT THING we wouldn't have a business" (sounds about right!) Despite IAA's fault, I was unfairly charged $2,100 cancelation penalty and they haven't returned my remaining funds that were wired.

  

  Business Response

  Date: 05/30/2023

  Thank you for your email,

  After looking up the information you submitted in this complaint, it appears that the vehicle stock number ******** was first sold on 1/30/23 and was listed with the following damages, front end damage, biohazard all stemming from a collision. That buyer worked on some areas of the car and placed it back with ** for a resale. the vehicle was reassigned back to us on 4/21/23 and was sold on 5/17/23. So as you can see here there has been almost 4 plus months from the original sale. The biohazard was corrected and the frontend damage was worked on and relisted as only now needing front end damage as listed. therefore IAA is not guilty of concealment. Also, per IAAi 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, 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. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, **** SOULD OBTAIN A CARFAX OR SIMILAR REPORT PRIOR TO MAKING A BID.

  Thanks

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

  Supervisor, IAA

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20117475
  
  I am rejecting this response because: As you are aware and I'm sure you have been accused of before, A concealment can occur through either purposeful misrepresentation or withholding of material facts. Where the information could not have been known by the other party and it is known to be material by the concealing party, the concealment can give grounds for nullifying the contract. You are guilty of both. A material fact is a fact that a reasonable person would recognize as relevant to a decision to be made, as distinguished from an insignificant, trivial, or unimportant detail. In other words, it is a fact, the suppression of which would reasonably result in a different decision. As you have confirmed in your response, you knew about the major prior damage and you chose not disclose this information on your listing and strategically made your listing appear as it had minimal damage when you knew that the damage was much more than it was actually advertised on your website. Had I of known the true facts about its condition and history I would not have bid on this vehicle. Therefor concealment is evident and our contract is null and void. The easiest way you can come to a reasonable resolution to sole this is to do what is right and refund the $2,100 fee that I was unjustly charged.
  

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

  

  Business Response

  Date: 06/12/2023

  Thank you for your email,

  Per the Iaai auction rule that you read before becoming a bidder state the following: 

  BY REGISTERING WITH IAA AS A BUYER AND PRIOR TO PLACING A BID AT AUCTION, BUYER WARRANTS THAT BUYER HAS READ AND UNDERSTANDS THE FOLLOWING CONDITIONS OF SALE AND AGREES TO BE BOUND BY THEM:
  
  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 DEPARTMENT OF REVENUE.
  4. IT IS THE SOLE RESPONSIBILITY OF BUYER TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. BUYER EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA. THIS INFORMATION INCLUDES, BUT IS NOT LIMITED TO, THE ***** MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, ODOMETER DISCLOSURE, *****, AIRBAGS, VEHICLES CONDITION, ACTUAL CASH VALUE, ESTIMATED REPAIR COST, DAMAGE TYPE, IMAGES, SALE DOCUMENT, WHETHER THE VEHICLE HAS A CATALYTIC CONVERTER, KEYS, TIRE TREAD DEPTH, OR VIN PLATES, AND WHETHER OR NOT A CAR STARTS OR RUNS. BUYER UNDERSTANDS THAT IAA IS NOT RESPONSIBLE FOR MILEAGE OR ODOMETER DISCREPANCIES. IF MILEAGE OR ODOMETER READING ARE IMPORTANT TO BUYER, **** SOULD 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. Now, I did also speak to the branch manager and she stated the following:

   Not sure what I can add to this since we sold the vehicle on behalf of Wawanesa to Royal Auto Mall in *********. This buyer obviously fixed it and consigned in North Hollywood.
  The consignor should have disclosed prior damage on the consignment form to the North Hollywood branch, if necessary, provide receipts for repairs completed.
  Thank you,
  *********************
  Branch Manager *********

  If you have any repair receipts I will see what the North Hollywood manager is willing to do if anything,

  Thanks 

  Will

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20117475
  
  I am rejecting this response because: Hello Will,
  I'm well aware of IAAI's auction rules that you continue to post in capital letters and stand behind, however these rules do not shield IAAI and its employees from consumer laws and negligent acts that lead to this concealment case. I would just like to remind you that concealment is considered fraud under contract law and our contract that I agreed to before bidding on your website is voidable. You have already admitted, and confirmed by the IAAI's *********'s Branch Manager, *************************, your company IAAI sold the same vehicle on IAAI's website just a couple months prior to my winning bid with undisclosed significant issues as was advertised including a "biohazard". Your confession of these facts is evident enough that your company and its employees had documented knowledge. The new information from ****************** stated regarding the cosigner should have disclosed prior damage (that IAAI the same company already has records of) only strengthens my case that I was not at fault to cancel the sale after I became aware of the concealment and should not be charged a $2,100 penalty for cancelling. I'm requesting that you send my refund demand to upper management and not the North Hollywood Branch Manager as he is the main culprit in this case and is not willing to work with me as our history has proven.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/27/2023

  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.

  Upon picking up my vehicle as it was impounded from TitleMax as driving away from your lot everything in my truck stopped working the radio ********** windows what did you do to my truck I am going to have to go take it to a **** dealership as I took it to a shop and they think that my ECM was replaced by the wrong year model and mine is missing I don't know this for sure yet because it needs to go to a **** dealership to get checked out but I want to know how Parts become missing from a vehicle that is not yours and i expect you to fix what ever they did to my truck wile it was with you in your yard

  

  Business Response

  Date: 05/30/2023

  Thank you for your email. To be better able to assist you I will need to know the stock number or vin number of the truck. Also, if you can provide the branch it was taken to. How and who also towed your truck to the IAA branch. Once I get these questions answered I can better investigate the matter. 

  Thanks

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

   Supervisor, IAA

• Initial Complaint

  Date:05/20/2023

  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 registered for a IAA account and purchased the $200 Membership. I was able to bid for 2 hours. After the 2 hours had passed, I received an email saying I can no longer bid. I reached out to customer support and I was told that they dont want to do business with me and the agent has to hang up the call, no explanation was received. The agent also stated that if I need my membership refund I need to charge back from PayPal because they wont give my money back. Buyer *********.

  

  Business Response

  Date: 05/22/2023

  Thank you for your email, Per Iaai auction rules on becoming a registered buyer, unfortunately, due to regulations and policies that IAA follows, we have to regretfully decline your interest in becoming a buyer with our company. If you would like a refund for your registration fee, please dispute the charge with your bank or credit card." 

  Thank you for wanting to join IAAI.

  Will

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20084340
  
  I am rejecting this response because:
  
  1. Any Legitimate Business would carefully explain the issue and try to work with the customer in order to come to a final resolution.

  2. **************** is poor, Long wait in queue and the agents are rude and hang up the call and wont answer any questions when asked. Agents wont even let you speak to the Manager.

  3. Please Dispute the charge from your bank or PayPal you are willingly telling me that I wont be receiving a refund from IAA, even if I cannot use your services. Unprofessional Practice. Wasting resources on PayPals End. 

  4. I have lost all respect for IAA. I hope new customers wont fall for your traps. Your competitor Copart is quick and is an actual legitimate business that listens to customers when a problem arises.
  

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

  

  Business Response

  Date: 05/24/2023

  Thank you for a response,

  Per Iaai auction rules on becoming a registered buyer, unfortunately, due to regulations and policies that IAA follows, we have to regretfully decline your interest in becoming a buyer with our company. If you would like a refund for your registration fee, please dispute the charge with your bank or credit card." 
  Thank you for wanting to join IAAI.
  Will

   

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20084340
  
  I am rejecting this response because:

  Your business procedures and policies are shady. This is just giving you guys more embarrassment. Please refund my payment, you are wasting resources from PayPal's end for something that you guys are in the wrong for. In fact I don't even want my money back, I just want to be able to participate in auctions. If you guys are simplying terminating accounts without reason, there are probably hundreds of people that have been terminated for no reason because the staff member or manager decided that he did not want to do his work that day, they simply just say terminate the account, no one looks into it, no one can dispute it, who cares right? your customer service just hangs up the phone when you are trying to escalate the case, no controls in place, poor customer service. The tickets that I have placed with IAAI are also ignored, no response is given at all. 

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

• Initial Complaint

  Date:05/18/2023

  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.

  COUNCIL ****** purchased a vehicle from ********** ** ************** **************** ***** stock# ******** buyer# ****** This vehicle was purchased for my mother who is a 71 years old!!it was said to run and drive and was only damage in the front of the vehicle When I got vehicle it did not move.. and after further inspection the undercarriage was completely ripped apart!! When I called and ask about these issues I was fed stories and rules that does not have anything to do with misrepresentation of a vehicle. my intelligence was insulted, as well making derogatory comments to me! as well as a manager named ******************* up on me while I was on the phone still trying to get an understanding, she explained how vehicles arent purchased from IAA, rather IAA is just a representative of the insurance companies- and even if vehicles arent described correctly IAA has nothing to do with that its between the buyer and insurance company... I called back in rage and asked to speak to her again - she refused to speak to me!! Then I asked what would happen if I came and f@cked up the person on the phone and ***** after insulting my intelligence, hanging up on me and not understanding my issue!!They then called me back to tell me I am banned from that Iaa and a police report was reported on my threat, they reacted quick to a supposed threat.. but did not want to help me, and shunned me off when I had an issue!! This bothers me As a buyer this isnt fair that we have to get the short end of the stick buying cars represented a certain way by your auction .. then when we get it, it isnt what we thought we were buying The damaged undercarriage and engine issues were not described nor were any Pictures showed of it!!So now I had to pay shipping and vehicle storage for a vehicle I was misled into buying THEN ALSO FOUND THE ENGINE IS LOCKED DUE TO THE OIL, FUEL LINE AND UNDERCARRIAGE ISSUE

  

  Business Response

  Date: 05/19/2023

  Thank you for your email, we are saddened to hear of experience at that branch and the vehicle in question. as far as IAAI auction rules apply to this matter is:  ANY STATEMENT THAT A VEHICLE RUNS OR DRIVES (SUCH AS THROUGH AN AUCTION NOTATION ***************) 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. Buyer have to always remember that these are salvaged vehicles, and we receive them from insurance companies as is. We do not know the vehicles history or issue, we list them as told to **. You do have the option to relist the car for auction but there are no guarantees that you will get the same as purchased, could be more or could be less. As far as the threat that you made, once any threats are made on our locations and or personal, all communication stops with that buyer, police are notified and the buyer is also banned because of the threat. Your account and behavior in this matter will be in review for possible reinstatement.

  Thanks

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

   

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20075110
  
  I am rejecting this response because:

  In regards to the vehicle Ive seen many vehicles listed with undercarriage damage and other damage listed - when I received this car the engine was completely locked due to the undercarriage damage that was not mentioned in description or shown on pictures! if you look on your website there are many vehicles that state undercarriage damage.  As a buyer with Iaa for years.  I have never caused problems just sought resolutions, over the years Ive had problems with vehicles where the manager has assisted me and understood my concerns - refunded or compensated me due to being misinformed or delayed by your company, for whatever reason this time your employees decided to insult my intelligence, speak to me abruptly, not answering my questions and decided to hang ** in my face.  They decided  to tell me that they will no longer speak to me, my reply was not a threat but more like a question I said what would happen if I did something because they refused to speak and help me.

  These things would anger or frustrate anyone!

  I also called back immediately to apologize, and express my deep forgiveness for what I said and how I acted! I explained a dear loved one to me (my aunt) passed away and I was having a hard time, and really bought the vehicle for my mother (her sister) 

  I have no history with violence nor threats and I have been buying for years and years!! I have had disagreements but never have I been shunned nor belittled by employees - and I allowed it to get the best of me - which I am deeply sorry for

  To Buy a vehicle that is listed with only one kind of damage and to get it with other damage that caused the engine to lock up its not fair to the buyer
  

  I have always paid IAA on time and even encouraged other buyers to buy from your company.

  So to not help me or to ban me due to employees being inconsiderate and disrespectful to me is not fair!

  What reprimand do they get?

  What gives this company the right to sell something misleading the consumer?

  Especially When I have received dozens of vehicles sold from insurance agencies with the exact damage as described?

  and if I ran this vehicle Back through your auction I would have to describe it with having undercarriage damage and engine damage! Which isnt fair and will automatically depreciate the value of the vehicle.  And all I did was ************** and inspected

  This is fair

  
  Sincerely,
  
  Council ******

  

  Business Response

  Date: 05/19/2023

  Thank you for a quick response back, I truly understand you situation and before saying anything else let me give you and your family condolences on your loss. I have from your first email the stock and branch where this vehicle came from. Allow me 2-3 business days to reach out to that branch and see what if anything I can do about the vehicle and about you being banned. Again sorry for your loss and this ordeal.

  Thanks 

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

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

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20075110
  
  I am rejecting this response because:

  thank You very much.. it has been hard on every one and financially we had to fund the funeral I was looking to surprise my mother with this truck to cheer her up.. I didnt know all of this would lead to this..

  please feel free to call me ************

  
  Sincerely,
  
  Council ******

  

  Business Response

  Date: 05/22/2023

  Thank you for your follow up complaint,

  I have spoken to the branch manager, and she has informed me that she has shared this issue with our corporate office and our legal department about the incident that took place at the branch. At this point and time, we are not allowed to communicate with this employee as he has been banned due to threats, 

  Thanks 

  Will

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20075110
  
  I am rejecting this response because:

  I stated in prior complaints exactly what happened.. so at this point it is unfair moving forward.. I should not be banned nor responsible for being disrespected or sold a vehicle that was not advertised correctly

  so If I have to take to court Im willing to do so, being I was pushed towards a negative reaction (which I apologized for) and never received a apology from them! As I see you can not reach a resolve even though I took a major lose due to the negligence of your company and branch employees 

  this Isnt fair

  I called the local police department and spoke to a deputy who has stated they have had many problem at that PARTICULAR BRANCH! and your company is dishonest and that branch treats people like c*** - the officer stated he understands why I would get mad and be dissatisfied with your customer service and vehicle I purchased

  He gave me advice to take it to court, so at this point it seems like thats all I can do

  he was sympathetic for my situation and didnt agree with the branches business ethics nor Iaa  irresponsibility to inform its consumers correctly on what they are buying

  i attempted to file a police report against the branch, but he stated I couldnt and I should take it to court

  
  Sincerely,
  
  Council ******

• Initial Complaint

  Date:05/17/2023

  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.

  State Farm brought my vehicle to IAA in ***********, ******** on 4/21/23. There was no interior damage before it arrived at yhis location. I had 1 **** watt planet audio amplifier, 1 **** watt planet audio amplifier, 1 2.5 Farad capacitor, about 4-5 foot of 2 gauge audio wire, and 2 distribution blocks stolen that were mounted and wired in the back. I also had damage to my radio head unit bezel where it looked as if someone tried to pry it out quickly and a 4 gang rocker switch panel damaged, which looked as if someone kicked it trying to get it disconnected quickly. They also cut the power wire for the switch panel. That totaled about $363.85 worth of damage and stolen items, not including the labor time for installation. They also removed the cabin air filter from the vehicle for some reason.

  

  Business Response

  Date: 05/19/2023

  Thank you for your email.

  To be better able to assist you with this complaint I will need to know the vehicle stock number or VIN number. After I have receive this information I will be able to reach out to that branch manager and have them look at the check in tapes and investigate the matter.

  Thanks

  Will

   

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20073177
  
  I am rejecting this response because: it doesn't satisfy the complaint.  However I can provide the vin. It is *****************. Please forward this on to the business. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/23/2023

  Thank you for responding back to me with the vin number. now that I have this, I can reach out to the branch manager and see what he has to say about when and how your vehicle came to **. please allow a couple of days for them to respond back to me and hopefully it will be before the vacation weekend.

  Thanks

  Will

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20073177
  
  Thank you and please let me know. The vehicle was delivered 4/21/2023 at 4:51 pm, however,  they said it wasn't checked in and photographed until after 10:00 am on 4/24/2023 after it was "cleaned."

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

  

  Business Response

  Date: 05/25/2023

  Thanks for your response back. i am waiting for the response back from the branch which i am going to assume will be after the holiday. I will reach out to you as soon as I do hear from them as promised. Enjoy the holiday weekend and speak to you soon.

  Will

  Customer Answer

  Date: 05/26/2023

  Thank you 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/11/2023

  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.

  This business picked up my vehicle and towed it hours away, emptied it of my items and only returned it under threat of theft. They work with my insurance company who I had a claim with and they did not give them permission to pick up the car. The title or any information had not been given to my insurance yet. They picked it up nearly a week early. They brought it back, but are denying any claim to compensate me for the items in my car that they threw away. They have a policy of their own saying they put personal items in bags and in the back seat until the car is sold. No bags were in my car. They claim the auto body shop cleaned it out. I have pictures of the car condition of it at the shop bc the adjuster at the insurance took them. I just wanted an apology that they messed up, but they are blaming each other. I have them a list and estimate of my items and it was denied. They emailed me saying that they want to resolve this with me, but then denied me completely. They need to take responsibility even if it was a mistake.

  

  Business Response

  Date: 05/12/2023

  Thank you for your email,

  Sorry to hear about this situation, for me to be better able to assist you with this matter can you please provide me with the Vin number of the vehicle and also the branch that it was towed to. After I receive this information from you I will reach out to that branch and see what they have to say about this matter and try to see if anything can be worked out together.

  Thanks

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

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

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20048396
  
  I am rejecting this response because: More information need to be given. 

  The stock is ********. 2007 ****** Camry *****************. The location is the ****** location in Wilmur,**. I have been talking to ***** and ***********************, who denied my claim. I have pictures of how looked prior to pick up. Nobody empties a car, leaves the glove box open, the pop box in the top of the review mirror open, cleans out all trash, moves and opens different parts that a normal person wouldn't do. I wasn't selfish in stating what was in the car, and I did get an email from someone saying they were willing to make this right. 

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

  

  Business Response

  Date: 05/15/2023

  Thank you for submitting the information needed to fully look into your case. Now that I have the vin number and branch I will reach out to that branch manager and see what if anything can be done to resolve this issue. I should be reaching back out to you in a couple of days after I get their response.

  thanks

  Will

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20048396
  
  I am rejecting this response because: I will wait for a conclusion to the investigation.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/09/2023

  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.

  12 minutes ago NEW When i 1st signed up and realized it was not for me, tried to cancel with in the time frame but was unable to talk to anyone in regards to that. Now I got a email for automatic renewal and the website won't let me cancel. Please call me back *********** in regards to canceling. This company is good at not answering phone calls.

  

  Business Response

  Date: 05/09/2023

  Thank you for your email, 

  sorry to hear that for whatever reason you have changed your mind about becoming an IAA buyer. What I need from you is your buyer number that was given to you. Once I have that I can better research your complaint and see how I can help you with this.

  Thanks

  Will

• Initial Complaint

  Date:05/08/2023

  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.

  Sometime in March of this year, 2023, I took my vehicle to IAA ********* ** branch to be sold on consignment. The car didn't sell for up to the minimum amount I set. Per our agreement, I had the right to pay an additional fee to have it rerun in the auction or retrieve the car. I decided to retrieve the vehicle because I had a buyer. But when I went to get it, I noticed that the rear bumper had been destroyed (one that was not there when I brought the vehicle in). I called it to their attention, but the agent on-site tried to make me believe the bumper was destroyed when I brought it in. They told me their manager (***********************) was out of the office and would call me on Monday (that was on a Friday) to resolve the issue. I waited for a call on Monday to no avail, so I decided to call them. When I called, they said the manager was busy, but they would let him know so he could call me later. The manager eventually called me, and I tell you, it was the most uncivilized of any call I have ever received. He started by barking, and all he did was intimidate me over the phone. I took screenshots of the vehicle from their website before they took it down. One can clearly see that the bumper was ok- see them attached. I have also attached photos of the bumper from when I went to pick up the car; you can clearly see the damage.The vehicle vin: *****************; Stock number: ********

  

  Business Response

  Date: 05/09/2023

  Thank you for your email, I will reach out to this branch manager and see what happened while we had your vehicle. please allow me a couple of days to get a response back from them.

  Thanks

  Will

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20034111
  
  I am rejecting this response because: the issue has not yet been resolved. I await the response from the business after contacting the manager of the said branch. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/10/2023

  Thank you for your follow up, I have spoken to the branch manager, and he has stated that.

  "This was brought to my branch supervisors' attention late on Friday 4/7. The office and yard supervisor looked at the damage and advised that they would need to defer to me as they could see that the vehicle had damage that was poorly repaired and falling apart.
  
  I was out of the office but informed via email and was prepared to investigate on Monday. The seller called me around noon (4/10) and was frustrated that I had not already returned his call. (This was less than 8 business hours from the initial complaint)
  
  I asked the buyer to explain to me in his words what the issue was and what he would like for ** to do.
  
  His response was that we have destroyed the bumper and killed the value of this vehicle.
  He demanded that IAA replace the bumper and compensate him for his lost profit from the would-be sale (to his outside customer.)
  
  When I explained to him that there is no way for ** to consider his potential loss of profit and that this was a bumper that already had damage,he became irate.
  He said if I cannot offer him a reasonable solution that we would let the courts decide.
  
  Please see the attached email/images that show what condition this vehicle is in. The stock/check-in photos do not capture the stress cracks/body filler/duct tape and running paint that is all over this bumper in an attempt to mask existing damage.
  
  Please also see the attached consignment sheet that the seller agreed to with his signature and indemnifies IAA from any liability claim that exceeds his consignment fee (line items #9 and #**.)
  
  There is no legitimate claim here"

  Because you informed the branch manager that you would be seeking legal action against ** from this point forward, I would have to refer you to our legal department.

  Thanks 

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

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20034111
  
  I am rejecting this response because: If the manager was half as courteous with me as he has in his response here, we would have arrived at an amical end. Managers are known to de-escalate situations, and make the best out of them, but that was not the case. There was no empathy from the manager- in fact his staff were more considerate. At no point did the manager try to empathize with me; the only vibe I got from him was arrogance and bullying, and that is how I resolved to take the matter to court. To show that all I did was in good faith, I even sent a mail to the marketing director (**** at the ** in IL- she facilitated the deal) explaining my frustration with the manager and my resolve to go to court. 

  I can't go to court because of the fine prints in the documents I signed, which indemnifies the company of any damages. However, I want the public to learn from my experience, how unethically you have treated me. 
  Sincerely,
  
  *********************