ComplaintsforIAA

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in IAA, I bought it trusting the information that the website had on the car. I read the information on their website that stated that the car had no secondary damages, which was not true. On the website, it stated that the car could run and walk, but when I revived it, the car was not doing that. I went to the main office to tell them what happened to the car, and they told me that the car was given to them running and driving. I trusted his words and called a trailer to come and pick it up. I went to go fix it and they told me that the car had a broken transmission and rack and pinion. I told the company about this, I wrote an email as well, but they have not responded. I would like them to pay me all of the extra damages that were not mentioned in the car's information.

  

  Business response

  01/21/2022

  ID of ********
  
  
  Thank you for your email. We sorry to hear that you experienced an issue with a vehicle you have purchased from us. In order to expedite your issue, we would need the owner of the account to contact us. We have opened a case based on your complaint. The case # is ********. Please have the owner of the account contact us to discuss further.
  
  
  Thank you for being a valued IAA Customer.
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  701 *****************, Suite 201 | *********, ** 60523
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
  
  

  Customer response

  02/01/2022

   
  Complaint: 16474193
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  02/03/2022

  I have decided to reject the offer given to me by the company, because their offers only meet their needs. They make me feel like am the one responsible for their misleading information. I just want them to pay me for all the money I have spent on the car, because of there flaw information. I feel so disappointed, because I thought they where trustworthy with their information. I already sent the pictures of the damages and explained everything to the company.
  Thank you for your time have a nice day.

  

  Business response

  02/04/2022

  ID ********
  
  
  In response to your rejection. Please have the owner of the account contact us directly, We can discuss this matter further.
  
  
  Thank you,
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  701 *****************, Suite 201 | *********, ** 60523
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November, 2021, I bid on and won a 2018 gmc acadia, stk# ********. It was described as a runs and drives vehicle, with primary front end damage. It posted pictures of the interior as well as the front end of the car, the sides, the back, and the dash and motor. The winning bid was $16,000. I took a check, on November 26th, to IAA in ************, *******, totaling $18,534.56. It included fees and taxes. I had to pay for the car before gaining access to the car. I did so, received the title and key fob, and was instructed where to pick up the car. Upon pickup the car was nothing as described. It didn't run or drive. And the entire roof was caved in. It had 2 busted out sunroofs that were left uncovered so every weather element possible was inside the car. There was ice in the cup holders. I was devastated. We, my husband and myself, went back to the office. There we met with ******* and another young lady, both very friendly. They told me that they couldn't give me my check back because the title was already signed over to me and I would have to wait till the title was in my name. They then said they'd keep the car at their lot, not charge me any fees for storage or to rerun it, and they would send it thru the auction again to recoup my money. I spoke with ******* the next few weeks. I had the title back within 2 weeks and sent it to the office in ************. I assumed they would use the same photos and description in the new ad that they used in the one I purchased from but ******* stated that if they used the original photos they would find themselves in the same situation with the next buyer. I understand that but posting pictures of the roof will keep me from recouping the money that I feel I got screwed out of. The roof damage should have been shown before I bid on it and I can guarantee you that I would not of bid on this car had I known the roof was caved in. However, I was told it's their policy not to take pictures of the roofs of any of the cars, yet

  

  Business response

  01/17/2022

  Greetings, 

   

  With regards to your BBB Complaint, please be advised that we are currently reviewing the matter with the branch manager and Area Manager. We will be providing a response once we have finalized the review.

   

  Thank you for your continued patience. 

   

  Thank you,

  
  Summer ********************* Lead
  IAA
  ***************************************************************
  Toll-Free ************ | International: ************
  Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F: 6:30am-7:00pm | Sat: 8:00am-5:00pm CT

  Customer response

  01/20/2022

   
  Complaint: 16441950
  
  I am rejecting this response because: corporate stated they will get with the branch and area manager in regards to my case. I'm waiting to see what resolve they come up with before closing this case. I'm hoping iaa will stay in communication with me and we can come to a fair, consensual agreement. 
  
  Sincerely,
  
  *********************************

  

  Business response

  01/26/2022

  Complaint ID#********

  
  Thank you for your email,
  We have contacted the branch manager about this issue and he has agreed to resale the car though the auction. If the car doesn't sell for the cost that you paid for the vehicle we will refund you the difference. Again we apologize for any inconvenience this matter may have caused you.
  
  
  ******* (Will) *******
  Supervisor ***** Services Customer Car
  **********************
  ***************************************************************
  C ************ | *******************************************
  Website www.iaai.com
  ***** Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
  There is NO I in TEAM ll us why here...

  Customer response

  01/27/2022

   
  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. I'd also like you to let iaa corporate know that I truly appreciate this. They have taken a huge load off of me. I will make sure to give positive reviews for this company has they have resolved this like a responsible company and these days that can be hard to find. Thank you for being honest qnd working with me. I'd like to also say that your yard manager, *******, is a huge asset to your company and IAA is lucky to have him. His customer service is above average in every way. Thank you Michelle 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 21st my Iaai account was hacked. There were approximately 12 cars purchased "buy now" all at the same time. I started receiving text messages on my phone and was like what is that. I look and it is all of these messages saying cars had been added to my account. I was in shock and had no idea what was going on, then I was thinking maybe it was a mistake. Before Iaai has put car on my account in error then remove it. I immediately changed my username and password and contacted buyer services. The customer service I received was so horrible with the first representative. 1. We are talking $117K in cars - my heart was racing because of this. I tell the agent my information and she asked who I had given my information to. I replied indicating I hadn't given it to anyone and she said to me"I doubt that, I don't believe it." I said excuse me. She went on to say there was no way someone hacked into my account and that we gave the information to someone. At that point my wife just asked to speak to a supervisor. We were on hold about 25 mins. 2. The "supervisor" at buyers services came on and he said he would deactivate the account, and reach out to the branch managers involved and that he could see they were all purchased at the same time. Told us to reach out too. 3. I have filed a police report and contacted every branch. Sent e-mails and called. Newburg is the only branch who removed everything no problem. Englishtown was suppose to call back, they never did, they removed cars but gave me fees. Bridgeport the guy was very nice said he was contacting regional on how they are supposed to handle but have not heard back. Then ************************* and ******* nothing.4. I just want to get the cars removed and the fees taken off and my account turned back on. I provided a police report and contacted buyers services immediately. Not sure why the communication is so bad and this was $117,000 this is a lot of money. I can't get any response from them at this point

  

  Business response

  12/29/2021

  ID of ********
  
  
  Thank you for your email. We have reviewed your complaint. The renege fees will stand on the account until we have time to investigate further and the vehicles are resold.
  
  
  Thank you,
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  ********************************************************************
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT

  Customer response

  12/30/2021

   
  Complaint: 16404245
  
  I am rejecting this response because: This happened on December 21st, and we have contacted the police and filed an official police report - report #********* Officer *************** "Till you have time" It has been over a week, we contacted IAAI as soon as it happened, we have talked to ALL of the branch mangers. Newburg ** is the ONLY branch who immediately removed the car that was purchased there and did not leave any fees. We didn't even talk to her, she only got the emails. So I am not sure why this is taking so long to handle. We have provided EVERYTHING, we have done EVERYTHING that the police told us to do, we contacted IAAI as soon as it happened. I have been a victim of identity theft, I have had this happen on my auction account, and my bank account was also accessed. I haven't had nearly the problem getting things fixed with the bank as I have had with IAAI. We started and FTC identity theft report. We secured the IAAI account. 

  In the meantime I still run a business. I have to buy and sell cars to make a living. The account is currently locked. When you get time is not an acceptable answer at all. When you get time to figure out $15,704.25 balance sitting on my account. This is not a small amount of money. This isn't a small incident, we are talking $117k in cars. Where is the urgency in getting this resolved? Because of the holiday it isn't important?

  So, no I will not accept this answer. I need a solid resolution. Not a when we get time. 

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

  

  Business response

  01/14/2022

  Good evening,

   

  Please be advised that as a one-time we have removed all the renege fees that were associated with your account being hacked into and the BBB complaint associated with the incident. Your account status has also been changed back to active. please remember going forward that IAA auction rules state the following:  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. This matter has now been resolved and we appreciate you and your business and thank you for being a buyer with us.

   

  Thank you,

   

  Summer ********************* Lead
  IAA
  ***************************************************************
  Toll-Free ************ | International: ************
  Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F: 6:30am-7:00pm | Sat:8:00am-5:00pm CT

  Customer response

  01/21/2022

   
  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

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pick up was dispatched last Wednesday (Dec 15) for my red 2007 ***** civic - stock number ********. Last 6 digit of VIN: 053686.I called 2 days in a row to check on the status. Notes were made in the system both times requesting the driver to give me a call one hour prior to arrival so I can remove my license plate and give them the car key. Car was picked up Sunday (Dec 19) and I was not made aware. I received no prior phone call, so the car was towed away with my license plate and I still have the key. I spoke with ****** today and she stated that the driver will deliver my license plate to my house (previous car pick-up location) by the end of the day today. I stayed home waiting and the driver never came. Not only did they take 5 days to tow the car, they did not even attempt to communicate when they were coming and towed my car without my knowledge. Now they have my license plate and I still have the car key. This entire situation is frustrating and I need my license plate back right now. Current location of car with my license plate: **********************- Memphis, TN ************************************************* ************

  

  Business response

  12/27/2021

  ID of ********
  
  
  Thank you for your email, We have reached out to the Branch Manager (*****), who will get in contact with the Tower to make sure your license plate is returned and the keys picked up. The Branch Manager has your contact information and she will be following up with you. We apologizes for the inconvenience this may have caused you. Thank you again for bringing this to our attention.
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  ********************************************************************
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I work as the inventory specialist at ***************************, **** in *******, **. We have purchased cars through IAA for years, never with any issues until this year and now it seems like there are nothing but issues. The vehicle pictures have always imported over without issues until about June or July just by putting the *** number into our system. Now, there are no pictures, but the standard vehicle information imports over still. We thought maybe the issue was on our end, so we bought a new ********* system and upgraded, however, that didn't fix the issue. I have been calling since July. There have been multiple case responses opened with nothing being done. IAA was sent the contact verification form to add me to the contact list on December 8th as well as an email regarding the issues we have been having. Once again, IAA never added the information sent, nor have they replied to an email since July 15. I called on June 15th the first time and then again on the dates of November 23, December 4, December 8, December 17, and December 20. For each and every single occasion I have called, I have either been told to send an email to ************************************* in which I did and there was never a response, or I have been hung up. Adding to that, I called trying to figure out information regarding a car that we purchased from IAA in October of 2020 and while I am physically standing directly Infront of that vehicle and reading the vin from it, the representative proceeds to tell me that we sold the car to IAA, and it has sense been sold to someone names "***** He****on". That couldn't be further from the truth, being that we have never once sold anything to IAA because we're a salvage yard. We don't sell junk cars to auctions; we buy them to sell for parts and because I was literally staring directly at the car. It has been a consistent 6 months of terrible service from IAA that I am ready to start purchasing my cars at other auctions.

  

  Business response

  12/28/2021

  ID of ********
  
  
  Thank you for your email. We opened a service ticket on your behalf, and someone from our IT Department will be in contact with you to help resolve this issue. We apologize for the inconvenience this may have caused you. Your contact information was provided for a return call.
  
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  ********************************************************************
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT

  Customer response

  01/05/2022

   
  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

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I donated my my **** **** Taurus to the Disabled American Veterans and on September 22, 2021, around 11:30am, ********* picked up the vehicle for the **** As the driver was going to pull the car up to the tow truck he started backing up and hit the barn. I have tried to contact ************ and their corporate office several times, but no one will contact me.

  

  Business response

  12/23/2021

  ID of ********
  
  
  Thank you for your email. Unfortunately IAA would not have the contact information for *********.. I was able to ****** ********* and this was the contact information I was able to find. There contact phone # is **************. I hope this information is helpful.
  
  
  Thank you,
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  ********************************************************************
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT

  Customer response

  12/27/2021

   
  Complaint: 16374667
  
  I am rejecting this response because: The phone number you sent to me, **************, is not in service. 
  
  Sincerely,
  
  *********************

  

  Business response

  12/28/2021

  Complaint: 16374667
  
  
  Thank you for your email. The phone number provided to you was the contact number listed on the web. As stated to you in our email IAA does not have the contact information for ********* as a courtesy we looked up the information on line. You would need to do your research to find the contact information for this Company. Unfortunately IAA will not be able to assist with this request. Since your vehicle was donated to the Disabled American Veterans and towed by EA. This has nothing to do with IAA.
  
  
  Thank you kindly

  Customer response

  01/05/2022

   
  Complaint: 16374667
  
  I am rejecting this response because: The number you gave me ************* is not a good number. The main office for ********** is **********************************, phone number *************. I have tried to call but no answer. I have also tied an email ********************* I have not heard back from anyone.
  
  Sincerely,
  
  *********************

  

  Business response

  01/18/2022

  Complaint 16374667

  Thank you for your email. The phone number provided to you was the contact number listed on the web. As stated to you in our email IAA does not have the contact information for ********* as a courtesy we looked up the information on line. You would need to do your research to find the contact information for this Company. Unfortunately IAA will not be able to assist with this request. Since your vehicle was donated to the Disabled American Veterans and towed by EA. This has nothing to do with IAA.
  
  Thank you kindly

    ******* (Will) *******

  Supervisor Buyer Services Customer Care

  IAA

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

  C ************ | *********************************************************

  Website www.iaai.com

  There is NO I in TEAM

  Customer response

  01/21/2022

   
  Complaint: 16374667
  
  I am rejecting this response because: The tow bill I received from ************ shows IAA ****************** is the main Office for *********** out of ***********************. I checked some employees reviews online and they said the company will lie. If you call the number on the ****, *************, they answer, Thanks for calling IAA.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings,On 12/7/2021 as of dealer business we purchased a 2019 ****** Avalon with stock #******** From the IAA in Tauntun Mass , This car supposed to be in RUNS AND DRIVES condition with PRESENT KEY that even has a picture for the key on the car details, while picking up the car we couldnt find the key in the car so i called the branch and they said they looked for and they couldnt find the key, they also said it has nothing to do with them because they dont guarantee keys and a lot of people goes to the lot and could be someone just took the key.The question is why the buyer should be responsible for mistakes like this?Why the buyer pay all kind of fees while we cant even get the simple things such as the key?They have control and registers all the people that goes into the auction so why no one does the job and look for the person who took the keys?We know that iaa deal with a lot of the people and a lot of dealers but is that mean they should provide the worst customer service while the customer ask for help?Thank you

  

  Business response

  12/09/2021

   ID of ********
  Thank for your email. We have reviewed your complaint about missing keys upon your pickup of the vehicle, please be aware that IAA policy states the following. ANY STATEMENT THAT ANY VEHICLE HAS A PARTICULAR PART, INCLUDING BUT NOT LIMITED TO KEY PRESENT MEANS THAT A PARTICULAR PART WAS NOTED UPON ARRIVAL AT IAAS FACILITY, BUT IS NOT A REPRESENTATION OR WARRANTY THAT SUCH PART WILL BE PRESENT AT ANY TIME THEREAFTER. sorry for any confusion this may have caused.
  
  
  ?******* (Will) *******
  Supervisor|Buyer Services Customer Care
  **********************
  ************************************************************
  C ************ | *******************************************
  Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
  There is NO I in TEAM

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****************************** has caused a financial burden for me because of a vehicle I purchased from them November 29th, 2021. First off during the auction the bidding war started at a certain price, then a random guy approached me and asked what I was looking for and I stated exactly what I was looking for after looking at their ad online. Eventually the car was driven through a closed off showroom and I asked how many miles is on the vehicle and the guy stated he was unable to disclose that information but he can ensure it was a good car even though the car was smoking thick white fumes. Of course I said no to that vehicle because of that reason so I waited to view other vehicles and I eventually saw the car that I bought which was making no sound, no extra exhaust fumes, its very clean on the outside no dents no damage it looked very good and it was close to what I wanted. So I was very hesitant because yet I wasnt able to drive or even know how many miles was on the vehicle yet I bought it. When I came back Monday to pick up the vehicle I finally saw how many miles was on the dash and got to finally drive it. When I drove the vehicle it would go no more than 20 mph and it was turning off on me while driving. I immediately took it to get a diagnostic test and it showed the transmission needed to be replaced as well as the heater core because antifreeze was leaking inside of the car on the passenger side. Im fighting to exchange the vehicle after I was told it was a good running vehicle and because I paid $4,000 including fees which came out to a total of $5,311 for a car that needs repair cost of more than $3,000. Im in need of help to get money back or to ***. Please help. Thank you.

  

  Business response

  12/07/2021

   ID of ********.  
  
  
  Thank you for your inquiry. In order to better assist you please provide the stock# or the vin# for the vehicle in question. If possible please provide the Branch location that the vehicle was purchased from. Once this information is received we will respond accordingly. We are unable to locate your Buyer account based on the information received.
  
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  ********************************************************************
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Following a recent accident, My insurance company used IAA to toe my vehicle from the inspection station back to my house on Nov 10th 2021. During delivery there was front end damage done to the vehicle that was not caused by the previous accident. I sent pictures to my insurance company and they would reach out to IAA to call me for a settlement. I spoke with the manager ************************* on Nov 17th at the ************ office. She offered me an settlement for $500 which I agreed covers the parts but does not fully cover the paint and labor cost so I countered with $700. She said she will have to get with her district manger and she will call or email in the morning. I have not received any phone calls or emails since the 17th. I have called 4 times ( Nov 18th, Nov 22nd, Nov 30th, Dec 3rd) and all I get that she is busy and will call me before the end of each day but never does. I would like for the company to have open communication with me to get this resolved.

  

  Business response

  12/09/2021

  ID of ********
  
  
  Thank you for your email. After review of your complaint. We have reached out to the Branch Manager ********************* and she has confirmed that she has reach out to you and you have agreed to the $500.00 settlement she previously offered. *** will be in touch with you regarding the settlement amount.
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  ********************************************************************
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company isn't doing their job. They were hired threw my car insurence company to pick up my jeep from an lot that it was on. They were suspost to do so on Monday 11-8-2021 and have the final results for findings my today Wednesday 11-10-2021. They have been lying to my insurence company, me and the company that has my jeep on their lot. They won't let me speak to a supervisor, They won't go get my jeep, they won't do their jobs. This company needs to be investigated and possibly shut down for not doing their jobs.

  

  Business response

  11/15/2021

  ID of ********
  
  
  Thank you for your email. In order to better assist you can you please provide the make and model and the vin# for your vehicle . I would also need to know the location that the vehicle was taken to to be able better assist you with resolving your complaint.
  
  
  ******* Brown 
  Supervisor, Customer Support
  **********************
  ********************************************************************
  Toll Free ************ | International: ************
  | Email ************************************ | Website www.iaai.com
  Buyer Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
  
  

*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. ↩