Complaints
This profile includes complaints for IAA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 241 total complaints in the last 3 years.
- 66 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/04/2025
Type: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 formally file a complaint regarding several significant issues I discovered upon picking up my 2019 ****** Camry LE on January 29th 2025 which was towed to their facility.1. Moldy Smell and Water Intrusion:Upon taking possession of the vehicle, I immediately noticed a strong moldy smell. Further inspection revealed water intrusion around both the front and rear seats, as well as in the trunk and on the floor mats. The presence of this water is concerning, as it poses a risk of mold development, which can severely affect the vehicles interior and my health.2. Loose Splashguard:Additionally, I observed that the splashguard underneath the vehicle is loose. This not only raises concerns about potential damage to the vehicle but also may lead to more significant issues in the future.3. Damaged Door:Finally, I have noticed that the door of the vehicle is damaged, which raises questions about its structural integrity and safety.The combination of these issues has made my driving experience uncomfortable and raises serious concerns about the vehicle's condition and longevity. I request a thorough inspection and appropriate remedial actions to resolve these issues, including but not limited to remediation of the moldy smell, proper sealing of any water intrusion points, tightening or replacement of the splashguard, and repair of the door damage.I would just like to come to a agreement and for the business to take responsibility.I have images/videos from the beginning of the tow to the end when vehicle was picked up.
Business Response
Date: 03/06/2025
Good Morning *** ****,
Thank you for submitting your claim to us at Buyer Services.
We have connected with the branch on the location of the vehicle and are still waiting on response from them.
Please reply back with the images as the ones we have on file, show the doors on the vehicle ajar and not close completely.
As well as this was a repossession with TitleMax and all requests have to be submitted through them.
We have also notated the stock page and notified TitleMax on your complaint.
Thank you,
Anai
Buyer Service Supervisor
Customer Answer
Date: 03/10/2025
Complaint: 23013414
I am rejecting this response because:I have waited patiently for assistance from IAA regarding the claim submitted to them, simply wanting a resolution and/or responsibility from them.
Picking up my vehicle with all sides including the trunk wet does not justify their claim that the door was ajar, refer to the image at time of pick up.
I could not upload videos unfortunately of my full walk around and pressing my dry hands onto the interior components.
I would please ask for assistance regarding this as strong moldy smells have arise due to the wet interior caused by IAA.
That is the only thing I worry most.
Sincerely,
******* ****Business Response
Date: 03/12/2025
Hello,
We have review your respond and have made the same termination as the branch.
Please moving forward submit your claims through TitleMax as the assignment was under their name.
If they make a determination, they will reach out to IAA's branch for further claim submission.
Thank you,
Anai
Buyer Service Supervisor.
Customer Answer
Date: 03/14/2025
Complaint: 23013414
I am rejecting this response because:I am rejecting this response because I feel trapped in a circle of blame between both companies, with no one willing to take responsibility. Their actions have not only been frustrating but also unlawful, causing potential harm to my health. This situation has left me feeling powerless and ignored. All I seek is justice for the wrongs I have endured and accountability from those involved.
I do not like conflict, but I have waited patiently and respectfully for a resolution. After this prolonged wait, I feel compelled to address the issue directly.
Sincerely,
******* ****Initial Complaint
Date:02/28/2025
Type: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 had the worst experience with IAA ************** in **********, **, after I crashed my Jeep and it ended up in their hands. To say Im furious would be an understatementthis place turned a bad situation into a complete disaster. My Jeep was totaled in an accident, and I figured IAA, being a big-name auto auction company, would handle it professionally. Boy, was I wrong. First off, when I went to retrieve my personal belongings from the wreckage, half my stuff was missing. I had tools, some electronics, and even sentimental items in theregone. I asked the staff about it, and they just shrugged, acting like it wasnt their problem. Then, to top it off, I noticed my license plate was missing too. I mean, who steals a license plate from a totaled car? Its not like theyre reselling it at auction! Im convinced someone at IAA swiped it, either for personal use or to cover up something shady. Its left me paranoid that my plates out there being used for who-knows-what. The whole process was a mess from start to finish. The staff couldnt care lessrude, unhelpful, and totally dismissive when I tried to get answers. Ive heard stories online about IAA lots having issues with lost property, and now Im a believer. Its like they see a crashed car as a free-for-all to pick through before the owner gets there. And dont get me started on communicationI called multiple times to figure out what happened, left messages, and got zero response. Its as if they ghost you once theyve got your vehicle. The whole vibe screams neglect, and its clear they dont care about the people who actually own these vehiclesjust the profit they can squeeze out of them. If youve got a wrecked car heading to IAA ************** in **********, good luck. Im still dealing with the fallout of replacing my stolen plate and lost property, and I wouldnt wish this headache on anyone. Avoid this place if you canits a black hole of incompetence and shady behavior.Business Response
Date: 03/04/2025
Good Afternoon Ms. *****,
Thank you for submitting your claim to IAA Buyer Services.
The branch has provided you with all available information and has remained in contact with Progressive regarding your claim. They have also advised that they have communicated similar details to you. As a result, they have instructed that all future communication regarding this matter should be directed to them.
Thank you,
Anai
Buyer Service Supervisor
Initial Complaint
Date:02/12/2025
Type: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.
They sold my car without my permissionBusiness Response
Date: 02/17/2025
Good Morning *** *******,
Thank you for submitting your claim.
We found the stock associated to your vehicle.
We recommend reaching out to your insurance provider as they submitted the proper documentation for the vehicle to be sold.
There is nothing we can assist you, please contact your provider.
Thank ***************************************** Supervisor
Initial Complaint
Date:02/11/2025
Type: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 property in my black 2013 ****** Altima was gone thru while on IAA premises . My purse had nothing but my passport and an empty wallet in it. All my other things that were in my purse were thrown all over the place in a box. I paid my repossession off on 2/3/2025. I was told by ******** my car went to IAA on 2/5/2025. I had my title back my car was partial packed up after I was told the whole car should be packed up when it makes it to IAA. I had a trunk full of things that were never boxed and the inside was partially box with my personal belongs like social security cards, ID , health information thrown all over the place out of my wallet . Now , I have ***** dollars missing and a ***** dollar mouth grill from ****** ****. I would like for this company to be held accountable and replace my money and my grill .Business Response
Date: 02/13/2025
Good Morning *** *****,
Thank you for submitting your claim.
Per review the branch manager has review the information you also submitted with them, and they made notations on the matter.
The branch has denied the claim as they removed the items and log what they found.
We recommend reaching out to TitleMax as they work with 3rd parties' transportation to deliver and pickup vehicles to be taken to IAA.
Here at *************** we go on the information provided by the branches. The branch follows the correct procedure and log the item found.
If you still questions, we recommend contacting your TitleMax team.
Thank you,
Anai
Buyer Service Supervisor
Customer Answer
Date: 02/16/2025
Complaint: 22929247
I am rejecting this response because: My whole car was supposed to be packed up, which is IAA policy once the car arrives to IAA. My trunk was untouched nothing was packed up in trunk, only certain things from the inside of my car. My purse was never checked in but was in the brown box. I just want to shine light on this company because IAA has crooked workers packing these cars up with no surveillance watching them as they do so. The workers are steady getting away with stealing people things out of their car because IAA does not care. IAA needs to be investigated and every claim that has been submitted because IAA is have half doing their jobs and they are hiring untrust worthy people. The check in paper and the items that were in the brown box all of my things were not accounted for on the check in paper. Which is very weird to me why some of my items were on the paper and some wasn't. Cameras should be on the workers when they are packing up people personal property because my things were thrown all over that box, like it was nothing and some things were stolen. THEY DO NOT CARE ABOUT CUSTOMERS AT THIS FACILITY, THEY NEED TO BE INVESTIGATED. I know I'll never be able to get my stolen things back, but I hope this situation will be able to save another person that has to go through IAA. No one in that building has empathy for the customers and I thought that was a big part when working in customer service is to have empathy for customer. I wouldn't recommend anybody to do business here until they get a whole new staff and cameras in the right places on IAA yard.
Sincerely,
******* *****Business Response
Date: 02/18/2025
Good Morning, *** *****,
We apologize for the issue and have forwarded your final response to the branch manager. We recommend reaching out to ********, as they collaborate with third parties for vehicle transactions at IAA. While this may not be the ideal outcome, weve shared the vehicle notes from the branch.
Thank ****************************************** Supervisor
Customer Answer
Date: 02/18/2025
Complaint: 22929247
I am rejecting this response because: Ive already talked to the third party company that Title Max uses . The lady from MVtrac reached out to me her self and was very helpful. We went over my claim form from them . Per video my car wasnt touched it was just how it was left when it was picked up . This incident happened at IAA. Sheriffs made the statement they have been to IAA for the same reasons and each time its fingers being pointed at other companies to keep the finger from being pointed at IAA. IAA tells people they cant get into the cars but can because what other way IAA will be able to pack up personal property in a locked car . Im now possibly facing identity theft and more now because IAA just hire random ppl with no supervision to pack up people personal things . After all the complaints IAA has received about missing personal things from people cars Im shocked that no cameras are watching while people personal things are being packed up to decrease complaints. All thats being done is fingers pointing to other towing companies. This could be one of your loved ones going thru this all I get is an attitude when I call IAA or no empathy. Im very disgusted with how Ive been treated after I paid to get my car back, which Im not understanding either how was IAA getting my car to be prepared for sale when I paid for it back way before it made it to IAA and had my title back .
Sincerely,
******* *****Initial Complaint
Date:02/11/2025
Type: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.
When my car got repoed and they had the car at the lot they took pictures of it to post online for the auto auction. There was no visible signs of damage whenever they posted it online. Whenever I got there my headlight is hanging off. My headlight is broken. My front bumper is hanging off and my front bumper is over the tip of the hood. The hood is fully shut. My bumper is up and over the hood. Imagine that and my front lower grill is missing from the car. As you can see in the pictures, the picture that I sent is after the fact. That's whenever I went to pick it up they didn't get it that way. Now the people at IAA are only claiming that they're responsible for the missing grill. When they took pictures of it, there were no damages. But they're saying that the repo guy is the one who caused the damages. I don't have the picture of the one they posted online cuz I took it down before I could actually go back and get a picture of it and take a screenshot of it. Before I knew that there was any damages to my car. They have pictures of it but they won't release them to me. They have pictures of my car but won't. We're listen to me and are only claiming that they are responsible for the damages of the missing grill. The supervisor herself would not listen to me and kept being combative about everything and even said that there's nobody higher or lower than her that knows how to listen that I can talk to. She herself said that there's nobody that can listen that she works for that. They don't have anybody higher than her like a CEO or vice president or the owner of the company, then I can get a hold of. She was not cooperative whatsoever when there's been $3,000 worth of damage to my car. They want to claim they're only responsible for $156 of it. She wouldn't give me her name. She wouldn't transfer me to anybody else except she just shut up and stopped talking and stopped answering questions cuz apparently she doesn't know how to a simple question or even how to listenBusiness Response
Date: 02/13/2025
Good Morning *** *******,
Thank you for submitting your claim to Buyer Services.
After reviewing your claim, we forwarded a copy to the branch manager of where the vehicle was located.
As well please be advise you have to submit your claim through TitleMax.
Please be advise if the branch claims they are only responsible for the grill damage we will confirmed.
Once we received confirmation from the branch on the issue we will follow up with you.
Thank you,
Anai M
Buyer Service Supervisor
Customer Answer
Date: 02/14/2025
Complaint: 22927770
I am rejecting this response because: I spoke with the branch manager earlier today about the situation where he said he's going to look into the discrepancies from IAA and their report and he's going to that request pictures and stuff like that. And the file on the vehicle dispute discrepancies in y'all's report also but the claim isn't through ******** because they're not the ones who did the damage. The tow truck driver who dropped it off did not do the damage. The damages are done at IAA because the pictures online that they posted after the tow truck driver dropped it off. Had no damages on it. That's what IAA posted online for the auto auction but yet there's damages. All the damages are done after the pictures which means it was out of TitleMax hands. It was out of the tow truck, driver's hands and solely and 100% on iaa's handling of my vehicle. But I have talked to and literally was there today. Talking to them in person they know about it. They know the situation because the claim is not with them. Is it with ***? They know about the claim and they're looking into the claim against IAA but the claim is not with TitleMax cuz they're not the ones who did the damage. They're just ones who took out the title along so IAA is completely being irresponsible and blaming it on everyone else but themselves.
Sincerely,
******* *******Business Response
Date: 02/18/2025
Good Morning *** *******,
As you stated you have already in contact with the branch manager, there is nothing we can do here at Buyer Services.
The branch manager will provide any procedure or information on the next steps for you.
Based on our past procedures, we advise all TitleMax clients to file a claim with them as they were the providers of the vehicles when they were with IAA.
Since you advise you are in contact with the branch, we will close the case we have open and forward any respond to them.
Thank *********************************************** Supervisor
Customer Answer
Date: 02/21/2025
Complaint: 22927770
I am rejecting this response because: I'm not okay with that outcome. I'm not okay with that results. I'm not okay with y'all not taking responsibility for it. So no I'm rejecting any and all that y'all say unless and until y'all take accountability for it cuz it happened at y'all's lot didn't happen to wear TitleMax or the repo guy or them providing the vehicle to you. It happened at y'all's lot. I have proof of it. Y'all have proof of it. Stop beating around the **** and just get it done and get it taken care of and in the aftermath of the $3,000 set of headlights that y'all damaged where one wasn't working. They are literally y'all did more damage internally than originally thought cuz they're literally falling apart and the car doesn't really go anywhere whenever I'm driving it. It's just falling apart on the inside now. You all dropped it very hard and what doesn't make any sense because the way the bumper is up over the hood it got dragged and dropped which meant y'all were towing it from the rear of the vehicle when you're supposed to tow a front-wheel drive car from the front of the vehicle so it doesn't mess up the transmission. So which means y'all's guy neglected to to notice is a front-wheel drive car picked it up from the rear dragged the front of my bumper to where it came up and over the hood knocking my headlight out and then dropping the car. Somehow y'all are messing with a car guy. That's the wrong person to f*** up their carp with. I am not the guy to put up with it. I'm a mechanic. I know how I know what was done to the car. I'm the one who personally built the car over the last 6 years. I know everything about this car and the damage is done that are happening now. Currently aren't supposed to happen because the headlights are built to last a lot longer than a month after I get it back from a junkyard that's a $3,000 set of headlights $3,000. Both of them are broken. Both of them are cracked. Both of them are damaged internally on Parts that are not really readily available to make + y'all are saying that you're only accountable for the lower grill. No y'all are accountable for about $4,000 worth of damage now cuz both the headlights I see that's parts and labor for the headlights to be redone. Plus the bumper that is nearly torn off and doesn't sit right anymore including the front grill. I don't even give a f*** about the front grill. No more. Y'all are going to take accountability for it. Otherwise I will be coming after you. I will be suing you and it'll be for a lot more than $4,000. The damage is done to my car are more than what my title loan was that I had to pay to get the car back. Y'all could have done to anybody else's car but y'all did it to mine where I'm a car guy. I'm a mechanic. I've got common sense y'all don't. So no, I reject y'all's response and y'all's not taking responsibility for it. I've already been in contact with ********'s owner. ***, y'all y'all are just not doing your job and I will come after you for it and I will win it and I will make sure that y'all pay more than the $4,000 cuz you're going to be paying my attorney fees even paying my missed work. The time that I have to go to this to miss work you're going to be paying those and just just the hassle of doing it. You're going to probably pay about $10,000 by the time I'm done with you. At least at minimum you might as well just fork up the f****** $3 to $4,000 to get it fixed now or you going to be paying a lot more.
Sincerely,
******* *******Initial Complaint
Date:02/10/2025
Type: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 got my vehicle taken by ********. When i went to retrieve said vehicle they gad taken my tag and handicap placard and theown them in the garbage. Then they said the reason for this is because when i went and got my personal stuff what was left was garbage. So they threw everything else away. This is a lie because they left everything else inside the car. Dvds, gloves, extension cords, metal pole, battery charger, cans of off, oil, power steering fluid. They didnt take anything else out of the vehicle but my tag and handicap sticker.Business Response
Date: 02/13/2025
Good Morning *** *******,
Thank you for submitting your claim to IAA Buyer Service.
We have send your claim to the branch where the vehicle was located.
Please be advise you must contact TitleMax to submit your claim.
Per the stock notes from the branch unfortunately they did advise and notated anything left behind is discarded.
"Owner present to redeem, tag was missing, owner had previous appointment where she removed personals. Explained to owner that, after her initial appointment to retrieve personals, anything left behind is discarded"
If you have questions feel free to contact us or contact the location of the branch but please be advise all agreements are with TitleMax.
Thank You,
Anai M
Buyer Service Supervisor
Initial Complaint
Date:02/04/2025
Type: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.
They are impossible to get a hold of. I've called multiple times waited for 3-60 minutes then get auto hung up on. No one responds to there text line. The website live chat does not work. They need to take speaking with customers more seriously. My account is showing an issue so i can't bid, but does not say what needs to be done to remedy it. Been trying to contact them for 3 days... It's like pulling teeth to contact them.Business Response
Date: 02/06/2025
Good Morning Mr. ********,
Thank you for submitting your claim, after further review your account is currently active and ready to start buying.
We do not see any issues on our end.
We also want to apologize for the hold time but unfortunately, we have long wait time due to other buyers calling to also check their accounts.
Thank you for trying to utilize our chat system as well
All calls and chats go inside a queue, and they are answer in the order submitted and timely, unfortunately there is nothing we can do for the wait time, all we ask our buyers is to be patient when calling Buyer Services.
Thank you,
Anai
Buyer Service Supervisor
Initial Complaint
Date:01/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 23, I won stock ********, and on January 24, I made a wire transfer of $16,878.75 from my company, ****************** (Buyer ID: *******. The wire transfer clearly specifies the payment is for Buyer ******, as shown in the attached ********** bank has confirmed the amount was credited, and Ive attached proof for reference. However, it hasnt been applied to my account yet. Despite multiple attempts, Ive been unable to reach anyone from the IAA accounting team. With the payment due tomorrow, Im concerned that this issue wont be resolved in time.I also contacted chat support and was assigned an agent whose name starts with "O." Unfortunately, this agent was rude and abruptly ended the chat while I was still explaining the ******** Ive paid for this service, I expect proper customer support, especially for a platform Ive supported for years. ******* confirms the transfer was successful, yet IAA hasnt received the funds. There may be an issue on your end, but everything matches on my side. Im worried the sale will be canceled, and I may incur a penalty.Please address this urgently.Thank you,Business Response
Date: 01/30/2025
Good Morning *** ******,
Thank you for submitting your claim.
It looks like the funds where added to your account and applied the same day 1/29/2025.
Please be advise if you are not able to reach anyone form ************** through phone, We also have a chat system and test system as well.
Please also follow the wire instructions and be advise it will take time to process the wires 24/72 hrs.
Thank you,
**** ********
Buyer Service Supervisor
Customer Answer
Date: 02/03/2025
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:01/24/2025
Type: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 Sunday, January 19th late night, my car was repo by a towing company that ******** uses, due to missing a payment. My car was towed to IAAI and dropped off at 4:29AM on 1/20/2025. I scheduled an appointment for 01/21/2025 at 4:00PM to pick-up my vehicle after paying TITLEMAX. I arrived to pick-up my vehicle and was told that they did not have my vehicle and didnt know where it was and I was forced to leave. On Thursday, 01/23/2025 I received a call from *** **** at IAAI stating that they found my vehicle and I can pick it up when Im ready to do so. I arrived at about 11:30AM on 01/23/2025 to retrieve my vehicle and it had front end damage, in which my vegetable had NO damages at the time of repo. *** **** who works for IAAI stated that the vehicle was dropped off that way by the towing company and I need to contact them. I filed a claim through IAAI, although he ensued that I wrote on the claim that it was the tow companies fought. I contacted the tow company and spoke with *** ***, who denied the allegations and sent me pictures of my vehicle at the time of drop off with no damages, and the time and date stamp. IAAI is not taking responsibility for the damages done to my vehicle, because they maneuver the vehicle on their lot without keys. I have attached photos of the vehicle and the damages that was provided by IAAI and photons from the tow company when the vehicle was delivered with no damages.Business Response
Date: 01/29/2025
Good Morning ********,
Thank you for sending over your claim with IAA.
We have send over your information to the branch and they stated they will be reaching out to you for more information and estimates on the damage
Hope you have a great day.
**** ********
Buyer Service Supervisor.
Initial Complaint
Date:01/23/2025
Type: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 file a formal complaint against ************************************, regarding the mishandling of personal property during their care of my vehicle. I am requesting the assistance of the Better Business Bureau in resolving this ********* vehicle was handled by IAA, and upon its return, I discovered that a personal item, a **************** Transmitter retailing for $29.99, was missing from the interior of the vehicle. The representative I spoke with at IAA reviewed photographic evidence documenting the state of my vehicle while it was under their care. They confirmed that the item was present when the vehicle entered their care and missing when it left their care.Despite this acknowledgment, the matter was escalated to their regional manager, ****** *******. Unfortunately, Mr. ******* has not taken responsibility on behalf of IAA. He has stated that, following an investigation, IAA may only reimburse a percentage of the item's cost if they determine fault, rather than covering the full retail value. This response is unacceptable. The item was lost while my vehicle was in IAA's possession, and I believe I am entitled to full reimbursement of its retail value.IAA describes itself as a "trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles," with a focus on innovation and efficient services. However, their handling of this situation does not reflect the high standards they claim to uphold. As a customer, I trusted ********************** to safeguard my vehicle and its contents, and they failed to do so.I am requesting aid in receiving a full reimbursement of $29.99, the retail value of the missing **************** Transmitter.I hope that with the BBBs involvement, this matter can be resolved fairly and promptly.Thank you for your time and assistance.Business Response
Date: 01/27/2025
Good Morning,
We appreciate for sending your claim and also your feedback.
We have send all your information to the branch so they can advise on their end of the issue.
Once we have research both parties claims we will advise on the final termination.
Thank You,
Anai M
Buyer Service Supervisor
Customer Answer
Date: 01/31/2025
Complaint: 22849015
I am rejecting this response because:The response in no way shape or form handles my issue.
Sincerely,
**** *********Business Response
Date: 02/04/2025
Good ********************************** is not authorized to issue any refund, this will have to be approved by the branch.
They will revaluate the checklist that was documented at the time of pickup.
Please be advise we work with 3rd party transports and are not responsible for their damage or actions.
The branch was already notified of your claim and they will be the ones to determine the validation of the request.
Thank You,
**** ********
Buyer Service Supervisor
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