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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  IAA

  160 Amaral St Riverside, RI 02915

• 

  IAA

  304 Colchester Rd Essex Junction, VT 05452

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  IAA

  75 Lowell Rd Salem, NH 03079

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:04/16/2025

  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.

  1) #******** 11/25/24 $ ******** + $20 office fee first Vehicle that was to run and drive that is my issue run and drive means they started the vehicle and put it in to drive forward and back. That is not possible if the complete drivetrain was removed. 2) #******** 3/24/2025 $435.00 What made me file this dispute was buying a second vehicle and the same parts were removed. I was furious at this point because I bought the second vehicle for the parts for the first one. Someone is removing these parts. I tried reaching out to 2 GM's one replied and took the position he was going to do nothing. the second ** did not even respond. Tried to contact corporate office they have no email for resolutions or contact was able to reach their corporate number left a message with all my information and contact info and didn't get a call back

  

  Business Response

  Date: 04/21/2025

  Good ************************************ you for submitting your claim to IAA Buyer Service. 

  We appreciate your feedback regarding the run and drive vehicles.
  Please use the following link to review the Auction Rules that were accepted upon registration with us:****************************************************

  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 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23214727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/10/2025

  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 was the highest bidder on a timed auction where the reserve was met. At the end of the auction it stated no sale although it showed reserve was met. I then got an email stating that I was the high bidder but the reserve was not met. I tried calling the selling branch and they told the reserve was met but someone else outbid me by $50 and won the auction. This was impossible since the bid increment was $100 and I got a email saying that I was the high. The vehicle was sold for a lower amount than what my bid was through the buy now feature which leads me to think that there were some sort of unfair activity that favored someone else buying the vehicle without going through the fair bidding process.

  

  Business Response

  Date: 04/15/2025

  Good **************** *******

  Thank you for submitting your claim to Buyer Service. 

  Can you please provide the stock number in question in order to run a report. 

  Please also be advise branches no longer control the high volume bids, that is enter and change by the seller. They are the ones who make the final decision. 

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

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/20/2025 I purchased a 2006 GMC pickup from IAA Abilene, on 3/24/25 the Branch Manager called me telling me they had to have that unit brought back due to a legal investigation. I told them that as the legal owner I would be happy to sell them the car back at a reasonable price, the manager informed me he would have to contact the IAA legal team to see what would be done next. The following day our car buyers informed me that that our IAA account did not allow us to bid on any other vehicles, I called the manager and he told me that he was just following orders from their legal team, I spoke to IAA corporate and they told me that my account was deactivated to catch our attention so that we would send the car back. According to them, failure to do so would open myself up to a liability. I explained again that there was no issue in sending the car back, we just would have to negotiate a fair price, he then accused me of extortion. I told him that this was not professional treatment of a valued customer, I felt discriminated and disposed of for just legally buying and paying for a vehicle. Communications is now on hold and my business is affected daily because of my inability to purchase merchandise on the IAA platform, which is one of my main sources to buy vehicles. I am still open to further negotiation of a deal in order to send back the vehicle but this process has been very frustrating.

  

  Business Response

  Date: 04/02/2025

  Good Morning *** *****, 

  Thank you for submitting your claim to Buyer Services. 

  Please be advise this claim is already with our legal department and they will be the ones reaching out on behalf of the branch. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23129019
  
  I am rejecting this response because: IAA's legal department has not reached out on behalf of the branch. Our dispute is still unresolved, I am still willing to sell them the car back at a reasonable price, I am just waiting for communication on their part. Our account is still deactivated, this is not how a company should treat a loyal customer who has bought from them for more than 15 years. Please keep our complaint open.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/15/2025

  Good Morning, 

   

  We have sent your information to our legal team but at this moment we cannot continue communication as this is no longer an IAA ************* Issue. 

  Once legal team takes over, there is nothing we can do from our end. 

  Thank you, 

  Anai 

  ************* Supervisor 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23129019
  
  I am rejecting this response because:

  The IAA Legal team has not sent me any information or correspondence. Anything would be appreciated but we have not received anything. All it would take is a phone call or email so we could negotiate a price so that they can get their vehicle back.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/18/2025

  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.

  3-18-25 Better Business Bureau I am writing to file a formal complaint against Insurance ******************** an auto auction service that I believe is engaging in unethical and deceptive business practices. As a consumer, I am extremely dissatisfied with their operations, My complaint concerns the auction of vehicles by this company, which I have reason to believe are being sold in poor condition, often with undisclosed damage, and in some cases, they are simply not functional. These vehicles are being auctioned off to buyers who, in good faith, expect to receive a vehicle that has been accurately described. However, it is becoming increasingly evident that the vehicles being sold at this auction are either faulty or severely damaged without informing the consumer.Moreover, the company seems to have a business model that prioritizes collecting auction fees from unsuspecting buyers, rather than ensuring the vehicles meet a reasonable standard of quality or transparency. To make matters worse, when these damaged vehicles are subsequently resold back through the auction by the new owner, IAA reportedly wants to submit claims for the very damages that should have been disclosed at the time of the original sale.This practice not only misleads buyers, but it also perpetuates an environment of dishonesty that puts consumers at risk. It appears that the auction companys primary interest lies in collecting auction fees without regard for the welfare or interests of their clients. This behavior is not only unethical but also, in my opinion, illegal under consumer protection laws.I respectfully request that the Better Business Bureau investigate these practices and hold INSURANCE AUTO AUCTION accountable for its actions. It is crucial that this company be made aware that deceptive and faulty sales practices are unacceptable in the marketplace, and that they must be held to higher standards of accountability and transparency.Sincerely,*** ******

  

  Business Response

  Date: 03/20/2025

  Good Morning ***, 

  Thank you for submitting your feedback on IAA Policy. 

  As a ************** team member, we always ensure that buyers are informed of our policies upon registration.

  
  When a new member signs up, they are presented with the IAA Policy, which they must read and accept before proceeding. If a buyer chooses to reject the policy, the system will not allow them to continue, and they may request a refund for their account membership. However, once they accept the policy, they can access their account and begin purchasing.

  
  The policy clearly outlines how vehicles are inspected and emphasizes that buyers are responsible for conducting their own research and inspections before placing a bid. All units are sold "As Is, Where Is." IAA does not have mechanics at its branches, and the check-in process is limited to specific areas we have identified. Therefore, it is solely the buyers responsibility to verify vehicle information and conduct necessary research.

  
  For out-of-state buyers, hiring a third-party inspector is an available option for an additional fee. We understand that you may not agree with our policy, but it was presented to you at the time of registration, ensuring full transparency before you proceeded with your membership.

  If you still have questions on our Policy please see the link: ****************************************************

  Thank You, 

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

• Initial Complaint

  Date:03/18/2025

  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.

  Sometime during the last week of August 2024 Insurance Auto Auctions (IAA) database was hacked and their customers personal information was obtained. Using this information, these hackers were able to illigally purchase vehicles on IAA's platform using their customers credentials and banking information. Multiple accounts were impacted and most of the vehicle purchases occured on the east coast. Through conversations with IAA I was informed that there were so many accounts that were impacted that they were using a spreadsheet to track all of the fraudulant purchases. This information was not supposed to be divulged to me. When I spoke with IAA about this I was informed that I am responsible for the security of my account, and as a result, I was responsible for the purchases. Since those initial phone calls, IAA **** have been told they could no longer speak with me and to let me know my account was under review. My account has now been under review for 6 months and still no one will speak with me. Also since this has occured, IAA has implemented 2 step verification on all accounts. I assume this is a reaction to what happened to the breached accounts. The fact the IAA is taking no responsiblilty for what happened, or speaking with their customers on how to resolve this issue, is what bothers me the most. All that I am looking for is for them to admit that I do not owe them $125,000 and that they actually still owe me the $20,000 I was unable to recover.

  

  Business Response

  Date: 03/20/2025

  Good Afternoon, 

   

  After thoroughly reviewing your account and the information available, we have determined the following:
  Insurance Auto Auctions (IAA) was not hacked, and no customer information was compromised.
  We reviewed all call records associated with your account and found no evidence that any sensitive information was released.
  Our records indicate that your login credentials were changed during the specified period but were corrected when you contacted IAA.
  Per IAA policy, we do not change usernames unless the buyer makes the change directly on their profile.
  Buyers are responsible for maintaining the security of their accounts, including logging out of devices when accessing their accounts from multiple locations.
  Our support team has been working on implementing two-step verification due to feedback from buyers who reported that employees were using the main account instead of bidder accounts.
  We confirm that you initiated chargebacks for the disputed purchases, and they have been processed accordingly.
  At this time, the matter remains under review. Unfortunately, we cannot provide an estimated resolution timeline due to the amount of funds involved.
  We appreciate your patience and will provide further updates as soon as possible and one of our team members will be reaching out to you as well. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:03/13/2025

  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.

  On 2/10/25 my car was involved in an accident and was eventually towed to ***** ********* Auto Repair in *******, ****. I live in another state so the car stayed at ********* (locked & windows in tact) while State Farm Insurance made a decision about it. On 2/18/25 State Farm told me the car was considered "totaled". They said I needed to clean my belongings out and then Mr. ******* could notify the salvage yard when it was ready. Neither Mr. ******* nor myself had the contact information for the "salvage yard" and neither of us ever spoke to anyone at the "salvage yard". I contacted Mr. ******* immediately and said that I or someone else would be there by 2/21 to pick my belonging up. On 2/19 Mr. ******* called and said that a tow truck was there loading my car up. He told them that it wasn't ready to be taken as my personal items were still in it. The tow truck driver said "Tell her she can come to DeSoto and get it". They took the car without my permission/knowledge or State Farm's knowledge. I contacted ********** to complain and they sent a detailed request for all personal items to be mailed to me. 2/26 a package arrives containing some of my items. 2/27 I call & spoke to ******* at IAA and told her I was missing items. She said they had done a thorough search & the car was empty and there was nothing they would do. I complained to State Farm who reached out to IAA again. IAA checked my car again and found more items (but not all) and sent them. 3/6 I spoke to IAA Branch Manager ******* *****. Told him I am still missing approx $150 worth of items & believe they were stolen. He said they don't have them. Then admitted they did have my car key for a different car and agreed to send it. I am still missing approximately $150 worth of items. IAA never had permission to take my car but they chose to take it knowing that my items were inside so they are responsible for my items. Also, it has taken me three different complaints to get some of the items returned.

  

  Business Response

  Date: 03/17/2025

  Good Morning, *** ******, 

  Thank you for submitting your claim to IAA Buyer Services. 

  We have forwarded your claim to the branch manager for a second review. 

  While we wait for a final decision, please be advised all claims are submitted through your provider and they will contact the branch directly. 

  As well as your provider schedules the tow deliveries to our facilities and the towers are not affiliated with IAA. 

  If you have questions on the process, please connect with your provider. 

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

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IAAI's reciept is deceptive. The reciept lists "sales tax" but does not identify which state the sales tax was paid to. In this instance they charged sales tax for the state where the sale originated (*****) and not the state where the vehicle was delivered (****) which is not consistent with conventional standards. As with all internet sales (******, ****, etsy etc) sales tax is due at the delivery location and not at the origination location. I am willing to pay Utah sales tax. As IAAI has offices in **** this should have been a simple thing to do, but when I called IAAI and talked to Tashoy on 3/12/25 to explain that sales tax is paid at the delivery location and not at the origination location she hung up on me.

  

  Business Response

  Date: 03/17/2025

  Good Morning,  *** *****, 

  Thank you for submitting your complaint to Buyer Services. 

  We see you already reached out department and you where advise the below information. 

  All public buyers pay sales tax where the vehicles are purchased not where they are being register.  

  This information was also confirmed by our tax department. 

  Please let us know if you have any questions and if you still wish to keep your account. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:03/07/2025

  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 would like to put on notice the despicable practices of IAA and the dismissiveness, negligence and unprofessionalism of ***** *****, the branch manager in ******, *********. 02/04/2025 my truck was repossessed by ********, the first day they told me they didnt know where my truck was towed to. I found it on 02/05/2025 myself. ******** told me it would be $561 to get my car back. 02/07/2025 I went to ******** to get my truck back Noon. When I got there she told me I only had to pay $261. I paid the money, to get a slot for 1:30 pick up. I get to IAA and Brain ***** and another worker was standing near the back of my truck. One guy was trying to reattached the muffler back. I got out the truck and asked what happened to my truck? Brain ***** stated it was like this when it was dropped off then said it just fell off. I go inside to talk to someone and Brain ***** comes in yelling pointing his finger at me saying If I dont sit down and shut up, hes not telling nothing. I refused both, he called the sheriff on me. Two sheriffs arrived in less then 2 minutes, with there hands rested on their guns. I tried to give the sheriff my side of the story but I could tell they were not trying to hear my side of the story, just wanted me off the property and to accept the wrong doing. I was escorted to my truck and was told I had to leave by the sheriff. My muffler was completely detached and sitting in the trunk, my exhaust pipes was zip tied back together, my truck was also very loud. I have officially filed a lawsuit again IAA.

  

  Business Response

  Date: 03/10/2025

  Good Morning *** ****, 

  Thank you for reaching out to Buyer Service. 

  Since you stated you have obtained legal representation, please advise your legal advisor to contact our legal team moving forward. 

  Thank *********************************************** Supervisor. 

• Initial Complaint

  Date:03/07/2025

  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 truck that was advertised to start and drive, but it did neither. I also paid $1300 for delivery through their delivery service. The driver told me the Idaho branch forklifted it onto the truck because it would not start, and then delivery to my house proceeded. I had to tow it to a nearby auto shop, which told me the engine was bad. When I contacted *************************** and the branch, they said that I agreed to paragraphs 6 and 7, which says no guarantee on the condition. They misrepresented the vehicle and were not helpful in resolving the issue. I feel like I have been scammed.

  

  Business Response

  Date: 03/10/2025

  Good Morning *** *****, 

  Thank you for submitting your claim to IAA Buyer Services. 

  After reviewing the information provided by the specialist and the company, I can confirm that the details are accurate. All buyers have the opportunity to inspect a vehicle prior to the sale date. If a buyer is unable to perform the inspection themselves, they are welcome to hire an independent inspection service (they are listed under the vehicle page for easy contact). This service will provide a comprehensive report to ensure that all aspects of the vehicle are thoroughly assessed.

  Based on the policy that was accepted by you at the time of registration. 

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

  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, 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.

  6. ANY STATEMENT THAT A VEHICLE STARTS (SUCH AS THROUGH A Y UNDER THE STARTS COLUMN) MEANS THAT THE VEHICLES MOTOR STARTED (EITHER WITH OR WITHOUT A JUMP) AND IDLED UPON ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A WARRANTY OR REPRESENTATION THAT THE VEHICLE WILL START, DRIVE, SHIFT, OR MOVE FORWARD AT ANY TIME THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

  
  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.

  Please let us know if you have any questions regarding our policy. 

  Thank you

  Anai

  Buyer Service Supervisor

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23032977
  
  I am rejecting this response because: 

  I feel completely misled and taken advantage of by the false advertisement of the truck I purchased. The listing clearly stated that the vehicle "starts and drives," which led me to believe it was at least operational. However, upon speaking with the delivery driver, I was informed that the truck was actually inoperable before it was even loaded onto his truck. Had I known the true condition of the vehicle, I would have reconsidered my bid or avoided the purchase altogether. I placed my bid in good faith, trusting that the information provided by the seller was accurate, only to discover that I had been deceived. The auction rules that they use to support deceptive practices are unfair to consumers. I'm attaching a copy of the rules that force the buyer to agree to when using the site.

  I had also paid for shipping through IAAs website and delivery service due to my trust in the transaction. This company should not be allowed to manipulate listings with misleading descriptions just to drive up bids and maximize profits at the expense of unsuspecting buyers. Their dishonest practices not only cost me money but also time and frustration. Companies that engage in such deceptive tactics should be held accountable to ensure that customers are treated fairly and provided with accurate information before making a purchase.

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/04/2025

  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 was repoed to this location on January ******* . I called to set up an a appointment to retrieve / pick up my car and they told me the car was there , but they are doing construction and cannot find it . Today is March 3rd and my car cannot still be found . The repo company provided pictures and videos of where the car was dropped off. I just want my car back have they sold it ? I have important documents like my social security card , I'd and other important papers in my vehicle. This has caused me to loose my job , and a lot of inconveniences . I want them to find my car, give me one they have at their location or at least pay me for what my cars worth. It's been over a month and they cannot find my car that only takes 45 mins to get there from my house. This is ridiculous. Please help

  

  Business Response

  Date: 03/06/2025

  Good ******************************* you for submitting your claim to Buyer Service. 

  The vehicle is still not been check-in at our yard and not sold yet. 

  It shows at the branch is still the same location. I have connected with the branch manager for confirmation and will keep you updated. 

  Thank you, 

  Anai

  Buyer Service Supervisor