ComplaintsforIAA

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IAAI now owned by ******* ***** has sold Take down ********* Numerous vehicles with the label RUN AND DRIVE next to their vehicles, only 3 of the 36 vehicles Starts, and NONE of the vehicles move. The word Run means the engine of a vehicle turns on and stays running, the word DRIVE means the vehicle moves forward and reverses. IaaI aka ******* **** are running a complete Scam auction in which they not only lie about the condition of the vehicles their selling but they also bid on the vehicles themselves using overseas accounts, in order to increase the bidding amount. If you go on Iaai website you will also see the words normal wear and tear next to their vehicles but if you check the sound of the engine video ALL of their engines clearly have a knock or tapping sound which indicates engine damage. IAAi needs to remove RUN AND DRIVE, NORMAL WEAR AND TEAR from their announcements immediately.

  

  Business response

  07/23/2024

  Hello ********************, 

   

  Thank you for submitting your claim. 

  Please remember we are an auction business dealing with salvage vehicles. The information we received is the information provided by our providers (sellers, insurance companies, etc) We do not have mechanics at our facilities and can only do basic inspection. 

  If our buyers wish to bid on a vehicle they can always preview the vehicle a day before the auction or send an inspector a day before the auction. 

  We do advise our buyers there might be more damage than listed and is also part of our policy. 

  Please see the link to our policy and also the Run and Drive since it has been change through IAA time. 

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

   

  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 **** 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 **** OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.

   

  Thank you, 

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

  Buyer Service Supervisor 

  Customer response

  07/24/2024

   
  Complaint: 22022658
  
  I am rejecting this response because:
  Iaai says the Run and Drive vehicles forward and reverse engages but that statement is a complete lie. In fact if anyone contacts any branch especially the ***************** branch or the **************************** branch the operator will inform you that Run and Drive means the engine starts and the STEERING WHEEL HAS BEEN TURNED LEFT AND RIGHT, no mention of any vehicle being driven forward or backwards, THEY ALSO STATE DURING IAAI INSPECTION THE VEHICLE IS NOT MOVED AND NO GEARS ARE ENGAGED. Furthermore branches like AVENEL ********** AND NEWBURGH ******** no preview is allowed, even if preview is allowed at any branch, you can only LOOK at the vehicle. Iaai and ******* **** bankers very well know these vehicle Transmissions do not engage, instead of being honest and not fueled by greed they choose to blatantly LIE. Iaai ******* **** bankers need to show the vehicle forward and reverse working the same way they have video of the engine RUNNING, otherwise the RUN AND DRIVE  announcement is a complete scam to regain profit from the ******* **** purchase of this so called salvage auction. 
  Sincerely,
  
  *******************************

  

  Business response

  07/25/2024

  Thank you for your email. We apologize that you are unhappy with the previous response regarding our run-and-drive process. Unfortunately, we will not be changing our explanation of a run-drive vehicle.
  
  Regarding your complaints about our branches, we will forward this communication to the Branch Manager for review.

   

  Thank you, 

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

  Customer response

  07/29/2024

   
  Complaint: 22022658
  
  I am rejecting this response because:
  The statement RUN means an engine is in running condition, the statement DRIVE means a vehicle has been tested and proven to at the very least move.  The word SALVAGE only refers to a vehicles title..for example Clean title, salvage title, rebuilt title. There is no such thing as a salvage vehicle. The fact iaai/******* ***** charges $600 buyer fees on a $1000 vehicle but will not be transparent in simple wording shows a lack of respect for their customers both at home and abroad. *********************** is a multi BILLION dollar company but will not spend a ***** on being honest about the vehicle inspection process but would rather scam us with words like run & drive or normal wear & tear, then when a customer who spends thousands of their hard earned money complains with valid points, their only response is these cars are SALVAGE cars. If the vehicles are all salvage in other words JUNK, then why even announce anything then? The reason for the blatant lies is because those words being used to advertise the vehicles are all a marketing scheme to finesse dealers into buying. Thank you iaai/******* **** for showing us that you are more than willing to take our money but not willing to answer to the hundreds of online complaints about your underhanded, nasty, scam practices. 
  Sincerely,
  
  *******************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 04/06/24 I purchased a vehicle from IAA for $2464.00 and I was notified by the branch I wasn't able to pick up the vehicle due to owner requested to removed some parts off the vehicle. Vehicle was sold an error by IAA. I was force by the branch that I still had to pay and I refused to pay but was told if I didn't pay I was going to receive a $1000 fee. I decided to pay and payment was issued on 04/09/24. Branch manager ***** had sent me some documents for they can provide me a credit for the amount I had paid which paperwork was sign and give to the branch manger in person on 04/15/24. It's been three months and I haven't received my credit. I been calling the branch and only respond I get is that the branch manager still working on my credit but no ETA can be provided. I also called corporate but some respond that they need to reach out to the branch for updates. I need this to be resolved ASAP and requesting a full refund check. I no longer want a credit on to be added to my account.

  

  Business response

  07/12/2024

  Hello Mr. ***********************, 

   

  Thank you for submitting your claim. 

  We need some clarification on your due to we have review and investigated and found the following. 

  Was this for stock#********? Can you please confirm your buyer#?

  It looks like you purchased the unit and already picked it up, is that correct? 

  Do you have the agreement between you and the branch in writing where they advise of the credit that will be given to you?  Is the vehicle still at the IAA facility or was it removed from the IAA property? and do you have the images taken of the vehicle before it was removed from IAA? 

   

  We will greatly appreciate if you can respond in order to review the claim, as per IAA policy all units are sold as is but if you have images within IAA property and email communication with the branch in regards to the claim. 

   

  Thank ****************************************************** Services Supervisor

   

   

   

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ******************************* Buyer ID ****** purchased a vehicle through the IAA Transport online auction on June 12, 2024 that clearly states run and drive. When I went to pickup for vehicle it didnt start at all. No one ever emailed or contacted me or Business Car Lab Auto Sales to advise it wasnt running. I have attempted to rectify the issue with the IAA transports ********************** branch but they have been ignoring my request for refund.

  

  Business response

  07/11/2024

  Hello Mr. ************************************************** you for reaching out to IAA with your claim.  

  We have review the situation, it looks you also contacted ************* and have a pending case open. The branch manage has already responded and advise the same information below. 

  Buyers have the ability to inspect the vehicle prior the auction, if the buyer is not able to go in person we have a section where a buyer can hired an inspector and do it for them. 

   Please also see our Auction Rules of IAA that was accepted by you when you register with IAA. I have attached the link below.

  Auction Rules | IAA-Insurance Auto Auctions (iaai.com)

  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 ***** 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.

  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 **** OF ARRIVAL AT IAAS FACILITY OR PLACE OF CHECK-IN. IT IS NOT A REPRESENTATION OR WARRANTY THAT IT WILL DO SO ANY **** THEREAFTER OR THAT THE VEHICLE IS ROADWORTHY.
  

  Please also be advise the branch is requesting for the vehicle to be picked up as soon as possible or fees will start to accumulate. 

  Thank You, 

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

  ************* Supervisor

   

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I have been dealing with IAA for a couple Years, no big issues . On the 25th of this Month I bid $2500.00 for a 1968 Dodge , I immediately got a award message for $15000. 00. within 1 minute I called and they said I did buy it now and I owed over $16000.00 to them. I explained to them I Did Not do that. They said call the branch where the car was, They were very nasty and gave me another number to call . Turns out it was the first number I called. We have had 8 emails in the last few Days . They say I bought the car. I have been doing this since the 70s, I did not do buy it now. I called a lot of people I know in the auto industry and turns out this is not an isolated incident , near half of them said it happened to them or knew someone that had the same problem.I did not buy this car and do not want this car. I put low bids in on cars so I can get the auction results for future buys. Any help You can give me on this would be appreciated. Thank You

  

  Business response

  07/01/2024

  Hello Mr. ****************************;

   

  Thank you for reaching out to us in regards to your claim. 

  After further investigation the stock# mention was purchased through the Buy Now option on our site. Meaning you click on the Buy Now and then confirmed the sale, making the system award the vehicle to your account. 

  The vehicle was purchased with your credentials. 

  The agent already contact the branch and they agree with the information provided. If you no longer want the vehicle, it can be removed but you will need to pay the renege fee. 

  The renege fee is $1000 or 15% of the sale price (whichever is greater), the renege fee for this instance due to the ve4hicle bid is $15,000 would be the 15% which is $2250.00

   

  if the unit is not paid off after 7 business days from date awarded, the branch can automatically renege the stock. The account will be suspended until the renege is paid off. 

   

  Pleas be mindful this is our policy that was accepted when you register with IAA. Please see the auction rules below:

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

  Buy Now Vehicles - IAA may offer vehicles on its Buy Now platform, which allows vehicles to be purchased outside of an auction format. ***** acknowledges and agrees that these Auction Rules apply to Buy Now vehicles.

  Renege Fee - In the event Buyer fails to pay for a vehicle within seven (7) calendar days inclusive of the day the vehicle is awarded to Buyer, Buyer shall pay IAA a Renege Fee equal to $1,000 or 15% of sale price, whichever is greater. Buyer is also responsible for any and all costs and expenses incurred by IAA arising out of or related to collecting the Renege Fee, including attorneys fees and court costs. Bidding privileges will be suspended until the Renege Fee has been received by IAA. Any buyer that reneges on a second vehicle may have bidding privileges revoked.

  Account Responsibility - Buyer is responsible for all transactions on its account, including, without limitation, all bids placed by authorized bidders and bids submitted through IAAs ************** using the login name and password issued to the Buyer. Accounts cannot be transferred. In the event of unauthorized use of Buyers ID card or login information, Buyer shall be responsible for all charges incurred prior to receipt of written notice by IAA advising of such unauthorized use.

   

  Thank You, 

   

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

  Buyer Service Supervisor 
  

   

  Customer response

  07/02/2024

   
  Complaint: 21918245
  
  I am rejecting this response because: I did not "buy it now" this vehicle. I bid $2500 on this vehicle and an award "won this" popped up on my email and within ONE MINUTE I called IAA on the phone and spoke to a very nasty lady who said "too bad, you bought it." I explained every way I could what had transpired a minute ago and she advised to call the branch where it is located. I did and their response was they could do nothing and gave me another number to call.  Turns out that was the original number I had called initially. They claim that their log says I did this. Are these logs regulated by the state or any other government organization? The only evidence I have is them stating I bought the car.  I never agreed to purchase this vehicle. I will never agree to this...giving them money for something I did not do. I have owned a car dealership for 50+ years and have never encounter a situation such as this. Thank you for your prompt attention to this matter.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/03/2024

  Hello Mr. ****************************;
  
  
  We have done our research and have come to the same conclusion. The stock# mention was purchased through the Buy Now option on our site. Meaning you click on the Buy Now and then confirmed the sale, making the system award the vehicle to your account. 

  
  The vehicle was purchased with your credentials. No one else has access to your credentials. The agent already contact the branch and they agree with the information provided. If you no longer want the vehicle, it can be removed but you will need to pay the renege fee. 

  
  The renege fee is $1000 or 15% of the sale price (whichever is greater), the renege fee for this instance due to the vehicle bid is $15,000 would be the 15% which is $2250.00
  
  If the unit is not paid off after 7 business days from date awarded, the branch can automatically renege the stock. The account will be suspended until the renege is paid off. 
  
  Pleas be mindful this is our policy that was accepted when you register with IAA. Please see the auction rules below:
  ****************************************************

  
  Buy Now Vehicles - IAA may offer vehicles on its Buy Now platform, which allows vehicles to be purchased outside of an auction format. ***** acknowledges and agrees that these Auction Rules apply to Buy Now vehicles.

  
  Renege Fee - In the event Buyer fails to pay for a vehicle within seven (7) calendar days inclusive of the day the vehicle is awarded to Buyer, Buyer shall pay IAA a Renege Fee equal to $1,000 or 15% of sale price, whichever is greater. Buyer is also responsible for any and all costs and expenses incurred by IAA arising out of or related to collecting the Renege Fee, including attorneys fees and court costs. Bidding privileges will be suspended until the Renege Fee has been received by IAA. Any buyer that reneges on a second vehicle may have bidding privileges revoked.

  
  Account Responsibility - Buyer is responsible for all transactions on its account, including, without limitation, all bids placed by authorized bidders and bids submitted through IAAs ************** using the login name and password issued to the Buyer. Accounts cannot be transferred. In the event of unauthorized use of Buyers ID card or login information, Buyer shall be responsible for all charges incurred prior to receipt of written notice by IAA advising of such unauthorized use.
  
  Thank ************************************************************ Supervisor 

  Customer response

  07/09/2024

   
  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

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The tow from this yard tow my car 4 days earlier than the schedule tow day from body shop. All my person stuff is still in the car, I don't know what to do. I already lost enough from the claim, and the yard told statefarm I had to be there during business hour to pick up my personal stuff. That is a extra lost for me and I DO NOT want it. Statefarm not able to assist me about the issue since there is nothing they can do, it is out of statefarm's control and IAA will not make any arrangement for their mistake. Everyone told me I had to take this extra lost get my **** out of work and go to the yard to cover their mistake. H*** NO! I am holding my title until this issue solved, already wasting tons of times make lots of call. The IAA tow ***************** pay for my wasted time!!!

  

  Business response

  06/17/2024

  Hello ************, 

   

  Thank you for submitting your feedback, please be advise you will need to address the complaint with your insurance provider as they are the ones that provide the information to IAA. 

  They also advise the date the vehicle needs to be pickup. IAA can only follow directions on the information that the providers enters into our system for the vehicle. 

  This is a matter unfortunately IAA cannot help you resolved as it involves a 3rd party which is your provider. 

   

  Customer response

  06/21/2024

   
  Complaint: 21849081
  
  I am rejecting this response because: 

  The insurance provider Statefarm has a claim handler on total loss.  They already comfirm my car will be towed on Monday, and the reason is I need time to pick up my stuff from the car.  By the time I contact the bodyshop the car stored at.  They said it is already towed.  It is 4 day earlier towing and it is unaccptable for any reason.  Please provided proof that Statefarm request the tow before the expect towing date.  I call Statefarm lots of time and they comfirm to me the towing is on Monday, also they contact IAA for any solution for this issue and get all negative.  From my view, IAA causing extra loss on my insurance claim and I am already put lots of extra time on contacting my insurance company and IAA branch.  My claim still on hold and my bills still stucked by this issue.  That is another a loss of use of my money.  

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

  

  Business response

  06/25/2024

  Hello ************, 

   

  Once again, we are not able to provide any information to you, you will have to contact directly your insurance provider. They can provide the same information in our system. 

  When a provider opens a claim with Insurance Auto Auction, they provide all the information. We do not pickup any vehicle unless the provide (Insurance Company) advises IAA that the vehicle has been released for pickup. 

   

  There is nothing we can do from IAA part. Please submit your claim through your insurance provider. We also left notes under the vehicle page that the State Farm agent will have access to see since again they have access to our site. 

   

  Thank you, 

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

  Buyer Services Supervisor. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Car trought their auction When my tow car arrived for pick up the car the car was nowhere to be found. Contacted their office numerous times via phone and email to get a resolution to my issue. I would like to have IAA contact me regarding a resolution as wheres my car or my money back.

  

  Business response

  06/03/2024

  Good Morning *****, 

  Sorry to hear about your experience. The receipt shows the vehicle was sold to one of our buyers. Since the purchased was made through them, you will need to contact the owner of the account that was used to purchased the vehicle.

  IAA cannot assist 3rd party. The owner of the account can contact ***** Services directly and an investigation of the issue can take placed. 

   

  Thank you 

   

   

  Customer response

  06/04/2024

   
  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.  Im already in contact with the manager of the location 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here is a list of the several items that were stolen from my vehicle recently, resulting in a significant financial and emotional loss. The situation has been deeply frustrating and distressing for me. I will attach pictures.Among the stolen items are numerous belongings which were of considerable value to me. The perpetrator not only took these items but also left behind empty boxes, indicating a thorough search of the vehicle. Regrettably, I cannot provide an exhaustive list of stolen items as there were many possessions within the vehicle, and the incident has made it difficult for me to recall everything that was taken.This incident is wholly unacceptable, and I am profoundly dismayed by the violation of my property. I have worked diligently to acquire these belongings, and their theft represents a gross breach of trust and security. Moreover, the loss is compounded by the fact that my vehicle has been rendered inoperable, exacerbating the financial strain caused by this ordeal.In an effort to facilitate the recovery process, I have endeavored to provide receipts for as many of the stolen items as possible. For those items for which I do not possess receipts, I have conducted online research to ascertain their respective values.I urge for swift action to address this matter and apprehend the perpetrator responsible for this reprehensible act. The stress and burden of this situation are overwhelming, and I am eager to see justice served.Thank you for your attention to this matter. Let me know if you need anything else.

  

  Business response

  05/22/2024

  Good Morning ************, 

   

  We are sorry to hear on your experience with us, can you please provide more information. Your email is not register as a buyer with IAA. You mentioned your vehicle was declare a total loss, do you have the full *** in order to review which location had your vehicle. 

   

  Please be aware when this type of situations happens and IAA takes on a vehicle for a total loss, it does not come directly to IAA, sometimes it's taken to a different lot or different transportation is used before being sent to IAA. 

  Please provide the *** in order to investigate the notes. 

   

   

   

   

  Customer response

  05/22/2024

   
  Complaint: 21738276
  
  I am rejecting this response because:

   

  Hello, thank you for your quick response. Here is the vin *****************. Me and my insurance company contacted the tow company who brought my car directly to IAA Fremont from the accident. I followed the tow truck to the drop off in *******. They sent us pictures as well that were forwarded to IAA. The tow truck company reported they do not go inside the vehicles or trunk as there is no reason for them to do so. I was present from the pickup to dropoff. 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/23/2024

  Thank you for providing the stock number, we will review the information and get to you once we have communicated with the branch where the vehicle was located and the locations it was picked up. 

   

   

  Customer response

  05/29/2024

   
  Complaint: 21738276
  
  I am rejecting this response because: I have not heard any response from the business.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a vehicle in 1/25/24 , the ad stated Clean title , No dmv fees something that in my purchase history I would buy . Turns out the vehicle is salvage title and owes $600 DMV fees and doesnt drive . I spoke yo the branch manage *** and said he couldnt help me I have been calling so many times to speak to someone and sadly I been getting the run around every time . I need to speak to someone that can help me and take matters in . I am extremely upset that we sincerely have to go way beyond to get some sore off help . Stock number # ********

  

  Business response

  05/13/2024

  ID of ********.
  
  
  Thank you for reaching out. Upon reviewing your account, it appears that you acquired stock #******** on 01/26/2024. At the time of purchase, the stock was designated as having a clear title for the state of ********** exclusively. It's crucial to thoroughly research and consult with the *** before purchasing a vehicle through an IAA auction to ensure its registration eligibility in specific states. Regrettably, as stated in our auction rules: "IT IS THE SOLE RESPONSIBILITY OF THE ***** TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. THE ***** EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA."
  
  
  Thank you,
  
  
  *************************;
  Supervisor, Buyer Services 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance delivered my vehicle to IAA in October of 2023 for an evaluation. IAA incorrectly put a salvage report on my vehicle with out being told to by my insurance (my vehicle only had a coolant leak and was sent to IAA on accident to begin with). They have since refused to give me any information or correct their mistake after being contacted MANY times over the last 7 months. I finally emailed sailying I needed them to fix it before legal action was taken since they were refusing to do so and legal action is the only other option I have left if they won't make it right and in response they ignored my emails for weeks and only after my third attempt at asking for a follow up response was I informed that they would not be helping me since I mentioned legal action and that I would need to call their corporate office which I've already done multiple times with no help from anyone. IAAs mistake and refusals to take accountability or correct their own error has lowered the value of my vehicle from 11 thousand dollars to 300 because it is now deemed as a salvage vehicle due to their negligence. If the 7 months that I have been trying to get them to take responsibility and correct their mistake the value on my car for a non salvage has lowered by over 600 dollars. IAAs incompetence has now cost me over a thousand dollars since I had to pay to tow my car across the country and loss of value since I was prevented from selling as a direct result of their bad buisness practices. My Vin number is ***************** The stock number from IAA is ******** Attached is the salvage report that was very clearly submitted to NMVTIS by IAA with their name written plainly on it and a letter from my insurance stating that my car was never deemed a salvage which IAA has already been provided with multiple times.

  

  Business response

  05/14/2024

  Good Morning Mrs. *********, 

  Thank you for reaching out to us with your concern. As we where looking into the stock notes you provided, the branch Elkton is already looking into the issue as they advise they could not have made the report as the Insurance provider never sent over the title. In order for us to submit or change anything we need to have the title at hand and it was never provided by the insurance company. We have already contacted your provider. 

   

  Also please be advise the owner of the vehicle is not your name, so obtaining information from ***** Services will be impossible since we cannot release any information to 3rd parties. 

  The owner of the stock register under IAA can contact the branch as they are the ones handling the issue. Please be advise IAA only places information on a stock if the provider/insurance company provides it. We do not change or update anything unless we are told by the insurance company. 

   

  Please let us know if you have any other questions or concerns but in regards to the stock mention above we are not able to assist as the owner on our site it's not under you. 

   

   

  Customer response

  05/15/2024

   
  Complaint: 21686393
  
  I am rejecting this response because: putting the car under my husband's name was yet another mistake made by IAA. I am the only person on the title of the vehicle so by giving my information to anyone else you are the ones providing MY information to a 3rd party. I also understand that you did not have my title and that is because my insurance never declared my vehicle to be a salvage. You did not file my title as a salvage title. You put in a salvage REPORT on NMVTIS. Your name is quite literally on the report and I provided a screenshot of that so it's not a matter "if" IAA filed the incorrect salvage report on my vehicle. It's a matter of IAA  correcting their mistake that is plain and clearly their fault. IAA is listed as the reporting agency with NMVTIS. It wasn't anyone else and the title is irrelevant because you clearly DID put in a report with out having it. Attached is an updated screenshot from today, May 15th 2024 that shows there is still a salvage report on my car reported by IAA on October 30th 2023 when my car was still with IAA along with the entire report so you can see it in detail yourself. It's not a question of if it happened or If IAA is responsible since the clear answer to both questions is yes. I need IAAs many mistakes corrected as I am loosing value on my vehicle as a direct result of your negligence. 
  
  Sincerely,
  
  *************************************

  

  Business response

  05/17/2024

  Complaint: 21686393
  
  
  Thank you for your email. I apologize for any inconvenience caused. I have reviewed the submitted information and am working to correct the salvage report on NMVTIS. I hope to have this resolved by next week and will update you once it is removed.
  
  
  *************************;
  Supervisor, Buyer Services 
  IAA Buyer Services
  ************************************************;
   Toll Free ************ | International: ************
  Website www.iaai.com

  Customer response

  05/30/2024

   
  Complaint: 21686393
  
  I am rejecting this response because: the issue has still not been corrected and I have hear no word on compensation for the depreciation of the vehicle at of May 30th 2024 attached is another copy of the report that was run yesterday showing that there is still a salvage record on my vehicle. 
  
  Sincerely,
  
  *************************************

  Customer response

  05/30/2024

   
  Complaint: 21686393
  
  I am rejecting this response because: the issue has still not been corrected and I have hear no word on compensation for the depreciation of the vehicle at of May 30th 2024 attached is another copy of the report that was run yesterday showing that there is still a salvage record on my vehicle. 
  
  Sincerely,
  
  *************************************

  

  Business response

  06/03/2024

  Hello *********, 

   

  We are working with our legal team to get this issue resolved.

  Please be patient as this is a process, once we have confirmation that is has been removed. 

  We would respond back to you. 

  In regards to compensation for the depreciation value of the vehicle, we would not be able to compensation for that. 

  Sorry for any inconveniences this may has caused you. 

   

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had my personal vehicle given away to a total stranger without ID, verification of paperwork or payment and without verifying the *** number of the vehicle.The company has admitted fault and has yet to rectify the situation, they're ignoring my calls, have not call me back or reached out to me.The lady that gave my car away still works for the company. The name of the company is IAA redemption ********** located off ***************** in ********.

  

  Business response

  04/26/2024

  Hello, 

   

  We will reached out to the complainant for more information as the information provided is not register with IAA. We would need to make sure they did not purchase the vehicle through a 3rd party vender as doing so all request for complaints will have to go through them. 

   

  Let us know if you have any questions. 

  Customer response

  04/26/2024

   
  Complaint: 21613397
  
  I am rejecting this response because: See attached police report 
  
  Sincerely,
  
  *********************************

  

  Business response

  04/30/2024

  Good Morning Ms. ********. 

   

  Following up on our recent correspondence, it appears that you've been coordinating with the police and our Birmingham Branch concerning your vehicle. However, it has come to our attention that you have secured legal representation in this matter.

  
  In light of your legal representation, we must now direct all further communications to our legal team. Please address any legal matters to ************************************* specifying "legal" in the attention line.

  Customer response

  05/01/2024

   
  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. Due to the fact that the police are involved as well as my  legal representation. Looking to close out the case and matter with the company as soon as possible!!! 
  
  Sincerely,
  
  *********************************

*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. ↩