Complaints

This profile includes complaints for IAA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IAA

  2 Westbrook Corporate Ctr STE 500 Westchester, IL 60154

  
• 

  IAA

  580 Myricks St East Taunton, MA 02718

• 

  IAA

  9 Moodys Dr Gorham, ME 04038

• 

  IAA

  160 Amaral St Riverside, RI 02915

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  IAA

  304 Colchester Rd Essex Junction, VT 05452

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:04/28/2025

  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.

  IAA is participating in identity theft. One of their transporters is registered under my name and using my email address. I keep receiving pullout manifests showing that they are shipping dozens and dozens of cars to ***********, *******, etc. I am not a customer of ********************** and never have been. I did not buy or sell any vehicles in the **. I suspect someone has registered my email in the IAAI system for fraudulent activity. I've tried to reach out to IAA support asking to remove my email from their database, but my request was completely ignored.

  

  Business Response

  Date: 04/30/2025

  Good Morning Mr. ***** *********, 

  Thank you for submitting your claim to IAA Buyer Services.
  After further review of your inquiry, we have searched our database using the information you provided. However, we were unable to locate an account matching those details.
  Please confirm whether the email address you submitted is correct. Additionally, we would appreciate it if you could attach any emails you have received from us that display the associated email address. This will help us verify your claim and assist you more efficiently.
  

  We look forward to your response.

  Thank you, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:04/28/2025

  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.

  My 2017 ****** Yaris was sent to Insurance Auto Auctions (IAA) at ******************************************, after a collision. I contacted the facility to retrieve personal items from the vehicle multiple times but received no response. I was later informed the vehicle had been sold without any notice or opportunity to recover my belongings. I am seeking assistance in recovering my personal property and addressing this issue. The most valuable item inside the vehicle is garage door opener.

  

  Business Response

  Date: 05/01/2025

  Good Morning Mr. **** *****

  Thank you for reaching out and allowing us the opportunity to investigate your concerns regarding the personal property left in your 2017 ****** Yaris.
  After an extensive review and confirmation with our branch located at ****************************************************************, we regret to inform you that we are unable to recover any personal belongings from the vehicle, as it has already been processed and sold.

  At this stage, no further action can be taken to retrieve the items that may have been left inside.
  We understand how frustrating and disappointing this situation must be, especially in regard to items of personal or sentimental value.

  Please know that we take all inquiries of this nature seriously and did make every effort to explore possible options before reaching this conclusion.
  We sincerely apologize for any inconvenience this has caused and appreciate your understanding. If you have any further questions or if there is anything else we can assist with, please dont hesitate to reach out.

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:04/24/2025

  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 sold a vehicle to Peddle in which they informed me the buyer was this company. This buyer has the responsibility of taking care of all paperwork and transferring the title into their name and they have failed to do so. I contacted them on April 24 to inquire about the status of their transferring of the title into their name because I risk receiving tickets and am obligated to maintain insurance on the vehicle. It has now been weeks- when I contacted them to ask I was told Theyll do it when they get to it, Im not the girl What kind of customer service and professionalism is that? I am now going to suffer legal and financial damages due to this companies negligence and they have no care in the world, or any urgency whatsoever I assist in solving the matter. You can either do your part and register the vehicle and stop invalidating my concerns or legal troubles will arise. While youre at it, give your employees a ****** on proper customer service.

  

  Business Response

  Date: 04/29/2025

  Good Morning Mr. ****** ***

   

  Thank you for submitting your claim to IAA. 

  Can you please provide the full VIN number as we couldnt find anything under your name in our system. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 04/30/2025

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

  

  Business Response

  Date: 05/01/2025

  Thank you for reaching out.
  Please be advised that we are an auction house and do not purchase vehicles directly. Our role is to facilitate the sale of vehicles by connecting sellers with potential buyers through our auction platform.
  After further review and investigation, we have confirmed that the vehicle in question was sold through our auction. However, the seller of the vehicle was Peddle, not IAA. As such, we are not the buyer of the vehicle.
  We recommend reaching out to Peddle directly for any further information or concerns regarding the sale, as the vehicle is no longer in our possession and has been sold.

  Thank you once again, 

  Anai

  Buyer Service Supervisor 

• Initial Complaint

  Date:04/21/2025

  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 car from IAAI auctions in ******** and in the description it said the car Runs and drives. It is a code they put on all their cars so incase your sitatution is like mine and you cant make it to the branch they let you know whether it is "stationary" Does not run or drive or they lable it "Run and Drive" which means that they turned it on with or without a jump box and the car started and moved backwards and forwards on its own. After I recieved the car, there was no way anyone was able to start that car. It was mechanically impossible. The fuel line had been cut as well as the wiring to the fuel pump and holes in the gas tank. I immediately let IAAI know and let them know what was going on,

  

  Business Response

  Date: 04/23/2025

  Good Morning , 

  Thank 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

• Initial Complaint

  Date:04/18/2025

  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.

  Paid for upgraded membership to bid on Monday April 14th told it takes ***** hours for review and access to bidding its now been 4 days and I spent 200 dollars and Im starting to think I got robbed Your Case No:06504462-New buyer registration - Review needed-ref:!00D1U0yLl7.!500WR0UydNC:ref

  

  Business Response

  Date: 04/21/2025

  Good Morning Mr. ******* ********, 

  Thank you for submitting your feedback,  we have forwarded you a request through the case. 

  Sorry about the delayed as we are experiencing a high volume of registrations. 

  Thank you, 

  Anai 

  Buyer Service Supervisor 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23223384
  
  I am rejecting this response because:
  My account was never updated my bids are still not being accepted I cannot place bids even after payment of 200 to upgrade I waited over a week when it says it takes ***** hours and they sent me this vague message in response id like my account updated so I cannot place bids bid or id like a refund of my $200 dollars 
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/23/2025

  Hello *** ********, 

  I have personally taken ownership of the case since you communicated through the BBB site.  I have sent you an email to the email register to the account ************************************************************* on 04/21/2025 requesting a full image of the lease due to the paperwork if cut off. 

  But since their no respond, we have decided to close down the account and issue a refund back into the payment method. It should reflect back within 7-10 business days. 

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

• 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:04/10/2025

  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.

  The vehicle purchased was listed as run and drive and a score of 45/50.When the vehicle was delivered it had an engine that was completely locked and a hole the size of a baseball in the oil pan. The list of damages listed front end and no engine damage. The vehicle had to run through auto body/mechanic to be determined a loss by insurance, and there for be aware that the vehicle had engine damage. IAA should be accountable of what they are listing the vehicles as 45/50 and no engine damage.

  

  Business Response

  Date: 04/15/2025

  Good Morning Mr. **** ******

   

  Thank you for submitting your claim to IAA Buyer Services. 

  After further review the information provided was correct based on the IAA Policy and the way the units are classified. ****************************************************

  Please be advise IAA does not have mechanics at our facility. The vehicles are check-in on a list and the buyers are welcome to come and review a vehicle a day before the sale. If a buyer is not able to go, we do have a number provided where they can hire a team to thoroughly review the vehicle and provide a more detail inspection. 

   

  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.

  Please let us know if you have any questions on the IAA Policy that was accepted during registration. 

  Thank you, 

  Anai

  Buyer Service Supervisor 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23186284
  
  I am rejecting this response because:

  I understand IAA does not a check on these vehicles but the rating from them of 45/50 would infer I am getting a rebuildable vehicle not one with a locked up motor with a hole the size of a baseball in the oil pan, but if  they allow businesses and people to falsely represent there vehicles for sale, so that they will demand more money for the insurance selling and IAA it is not correct. The insurance companies go through a very detailed check of the vehicle paint and mechanical before they decide to pay the insurance claim and take the vehicle as Salvage to offset some of their losses. IAA should  refund the money on falsely represented vehicles charge the seller a fee and rerun the vehicle with updated information. As you can see from the pictures IAA listed this vehicle as Run and Drive 45/50 rating and damage was to Front End no mention of motor damage. If this is allowed to proceed it is criminal and IAA has to follow  the same guidelines as a listed auto sales dealership. The USED ************** has been notified by a formal complaint. 

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

  

  Business Response

  Date: 04/21/2025

  Good Morning Mr.  **** ******

   

  Thank you for your reply and for providing the information.
  Please see the Auction Rules that were accepted during registration with us.
  This message has also been forwarded to our legal team.

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

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

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

   

  Thank you, 

  Anai

  Buyer Service Supervisor 

   

   

• Initial Complaint

  Date: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, 

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