Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On January 23, I won stock ********, and on January 24, I made a wire transfer of $16,878.75 from my company, ****************** (Buyer ID: *******. The wire transfer clearly specifies the payment is for Buyer ******, as shown in the attached ********** bank has confirmed the amount was credited, and Ive attached proof for reference. However, it hasnt been applied to my account yet. Despite multiple attempts, Ive been unable to reach anyone from the IAA accounting team. With the payment due tomorrow, Im concerned that this issue wont be resolved in time.I also contacted chat support and was assigned an agent whose name starts with "O." Unfortunately, this agent was rude and abruptly ended the chat while I was still explaining the ******** Ive paid for this service, I expect proper customer support, especially for a platform Ive supported for years. ******* confirms the transfer was successful, yet IAA hasnt received the funds. There may be an issue on your end, but everything matches on my side. Im worried the sale will be canceled, and I may incur a penalty.Please address this urgently.Thank you,

  

  Business response

  01/30/2025

  Good Morning *** ******, 

  Thank you for submitting your claim. 

  It looks like the funds where added to your account and applied the same day 1/29/2025. 

  Please be advise if you are not able to reach anyone form ************** through phone, We also have a chat system and test system as well. 

  Please also follow the wire instructions and be advise it will take time to process the wires 24/72 hrs. 

  Thank you, 

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

  Buyer Service Supervisor 

   

  Customer response

  02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday, January 19th late night, my car was repo by a towing company that ******** uses, due to missing a payment. My car was towed to IAAI and dropped off at 4:29AM on 1/20/2025. I scheduled an appointment for 01/21/2025 at 4:00PM to pick-up my vehicle after paying TITLEMAX. I arrived to pick-up my vehicle and was told that they did not have my vehicle and didnt know where it was and I was forced to leave. On Thursday, 01/23/2025 I received a call from *** **** at IAAI stating that they found my vehicle and I can pick it up when Im ready to do so. I arrived at about 11:30AM on 01/23/2025 to retrieve my vehicle and it had front end damage, in which my vegetable had NO damages at the time of repo. *** **** who works for IAAI stated that the vehicle was dropped off that way by the towing company and I need to contact them. I filed a claim through IAAI, although he ensued that I wrote on the claim that it was the tow companies fought. I contacted the tow company and spoke with *** ***, who denied the allegations and sent me pictures of my vehicle at the time of drop off with no damages, and the time and date stamp. IAAI is not taking responsibility for the damages done to my vehicle, because they maneuver the vehicle on their lot without keys. I have attached photos of the vehicle and the damages that was provided by IAAI and photons from the tow company when the vehicle was delivered with no damages.

  

  Business response

  01/29/2025

  Good Morning ********, 

   

  Thank you for sending over your claim with IAA. 

  We have send over your information to the branch and they stated they will be reaching out to you for more information and estimates on the damage 

  Hope you have a great day. 

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

  Buyer Service Supervisor. 

   

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/20 i was refused assistance and help from a female agent about my vehicle at a insurance auto auction location that my insurance sent me vechile to. I dont know if it's common practice for em to ignore, hang up and refuse service and information to steal or poses the vehicle beyond legal means..... but definitely not reassuring and I fear theft or fraud on my possessions. I need them to contact me ASAP and would like it to be known they don't seem legitimate.

  

  Business response

  01/27/2025

  Good Morning, 

  We located the stock#******** that is under your name. 

  It looks upon review, their was no notes in the system from the providers allowing the owner to removed personal belongings until 1/21/2024. 

  Please let us know if you where able to removed them. 

  Thank you

  Anai M

  Buyer Service Supervisor 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I conducted a wire transfer to my account with ********************** (International Auto Auction) to be able to purchase a vehicle at auction. However, I ended up using a different form of payment upon winning the bid. On the IAA website it states that if you have a positive credit to your account, you can send a request to **************************************** to initiate a refund. I reached out and submitted a refund request since I had no outstanding or pending transactions with IAA. After multiple attempts to contact them for customer service regarding this issue I finally received a response from ***** A, saying that they were not going to refund me the money and that I would have to initiate a recall on the wire transfer from my bank. The wire transfer was on 12/18, a month ago and so my bank obviously wouldn't allow that.

  

  Business response

  01/20/2025

  Good Morning *** *****. 

  Thank you for submitting your claim for review, 

  We spoke to buyer payments and they did advise that your bank should be able to recall the wire. 

  Once we received the notification, IAA will released the wire to be send back to your bank. 

  If you can obtain a letter from your bank that they are not able to recall it, then we will proceed with the second option. 

  You sending an email to us  with your request and from the email register in the IAA account requesting a check of the account credit credit.

  IAA will print a check and mail to you but you will be charge  a ***** fee of $20.00. But the account must be in good standing, no fees should be owed during that time. 

  Please let me know if you still have questions on the matter and how you wish to proceed. 

  Thank you, 

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

  Buyer Service Supervisor 

  Customer response

  01/23/2025

   
  Complaint: 22821143
  
  I am rejecting this response because: I've been able to get a recall request sent (Federal tracking number: 20241219MFP00080000424) and have called my bank (1/23) with no update from the receiving bank authorizing that recall in almost 1 week. If the recall request could get approved that would satisfy my request.
  
  Sincerely,
  
  ****** *****

  

  Business response

  01/27/2025

  Good Morning, 

  It has been confirmed that the wire was returned. 

   

  Please confirmed with your bank. 

  Thank you

  Anai M

  Buyer Service Supervisor 

  Customer response

  01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IAA handles all title paperwork for USAA auto insurance claims. USAA totaled out my vehicle for a hail damage claim in 2023, we chose to keep the vehicle and when I asked specifically about the need to file for a salvage title USAA told me that I wouldn't need to because Texas doesn't do salvage titles for hail damage only, so I didn't apply for a salvage title. In September of 2024 I attempted to transfer the title to my daughter and the ************ told me the vehicle needed a salvage title and the title I had was not valid. I had to mail a form and the title to the State with a check, to request a salvage title. I did that and 6 weeks later received a rejection letter from the State of Texas stating "Texas does not issue titles for hail damage only vehicles. Please contact your insurance company to send in a VTR-436-E if the information is incorrect to correct change"I have had multiple conversations with USAA in which they have conferenced in IAA and this has not been resolved. Today **** called me and said that IAA is saying that the State of Texas has changed some rules regarding salvage titles and the new rules shouldn't apply to my title because it was salvaged prior to the change. I informed her that the State of Texas hasn't required a salvage title for hail damaged vehicles since 2017, well before this claim, so someone at IAA is lying. She then added that IAA is saying that the state has the title locked so they can't fix it as of today. She said it has been escalated to the Process Manager, ****** ******, at IAA; I asked her to get a message to ****** ****** that I would like her to call me. I also expressed my frustration that IAA can hold my title hostage for months and months with no accountability.I have a car that cannot be legally driven, sold, or transferred and IAA is not helping to resolve this issue that they caused.

  

  Business response

  01/13/2025

  Good Afternoon, *** ********, 

   

  Thank you for submitting your claim to ************** for review. 

  Upon further review, we have located the stock#******** assignment located in our system. 

  But it looks like we never had possession of paperwork as due to notes, when the received the assignment and vehicle, it was ,ark as owner retained in matter of days.

  We can provide you with the phone number of the branch where the vehicle was located and see if they are able to assist you but ************** shows all closed form our end. 

  The vehicle was located at ************** ( *******************************************) , telephone number is ************ , and you can provide the stock number above so they know what vehicle you are calling about. 

  The branch manager of the location is *********** ******. 

  All the information we have in our system is everything we can provide. 

  We recommend connecting with your insurance provider as they would of been the ones who received if any paperwork assigned to the stock. 

   

  Thank You, 

  Anai M

  ***** Service Supervisor

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was involved in an accident and was taken to Classic Collision in ******* ***** and was then taken to IAA Auction House to be appraised. IAA had the vehicle towed back to my apartment on 12/18/24 around 12pm and was not driven till the next morning 12/19/24. When backing out of the parking spot to drive towards the community gate the vehicle was shaking side to side violently. I immediately called them and was told someone would reach out to me later in the day. I called 12/23/24 due to no communication and was told the same thing again, I have not received any communication unless I call. I have sent them the Inspection report and have not had any form of communication back on the matter. On the report from classic collision there is no mention of damage that affects the driving and now after being inspected by Lambs *********** in Leander there is damage in the amount of $1,400 not including what they cant see until that gets fixed.

  

  Business response

  01/03/2025

  Good ************************************* you for submitting your claim to Buyer Services. 
  We have search in our systems for more information on you vehicle but unable to locate it. 
  If you are not the register owner of the vehicle we recommend reaching out to your provider and file the claim through them. 
  Providers with IAA hired 3rd party towing companies to help moved vehicles from and to our yards. 
  This will have to be reported directly to those companies. Again,  your name is not in our system or the claim number submitted in the paperwork. 

  If you still have concerns or questions please contact your provider. 

  Thank You, 

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

  Buyer Service Supervisor 

  Customer response

  01/03/2025

   
  Complaint: 22756844
  
  I am rejecting this response because: The name on the File is Ashlynn *** and its on the paperwork in the files. You can find her vehicle in the system if you look up the vehicle vin number. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  01/07/2025

  Thank you for providing the additional information. 

  The information has been send to the branch to process. 

  Please be advise we are not able to assist 3rd parties and the owner of the vehicle must be the one to communicate directly with IAA. 

  Please have the owner contact the branch as all the information has been added to the vehicle. 

  We are not able to process any request at the moment as well as we recommend reaching out to the provider of the vehicle. 

  Thank you, 

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

  Buyer Service Supervisor 

   

   

• Initial Complaint

  12/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12-7-2024 Buy it now purchase from Insurance Auto Auctions.$200 to sign up just to be ABLE to bid.$300 buy it now price.$769 total after FEES.Requested account be closed and My $200 returned.This is an absolute SCAM!Cost estimator said $651 total.I would like this account closed and my money returned!

  

  Business response

  12/16/2024

  Good Morning *** ********, 

  Thank you for submitting your claim for review with IAA Buyer Services. 

  It looks like our team has already responded to your request with case:05804396. 

  We can break down the information for you, when you first register with IAA all our buyers are given our policy, you can view the policy following the link below but is always available for our buyers at anytime. 

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

  Fees - A Buyer Fee will be charged for each vehicle sold. Other fees may also apply. Fees may vary by Facility. It is the sole responsibility of Buyer to verify fees charged by any IAA Facility prior to incurring such charges. All fees are subject to change and Buyer shall confirm the applicable fee before incurring such charges. 

  Online Bidding Fee - An Online Bidding Fee will be added to the total purchase price for each vehicle purchased via the System from a live auction Facility in addition to other fees that may apply.

  As well as it explains the cost calculator as this is an "estimate" of the price. 

  Cost Calculator and Estimated Repair Cost are Estimates - The Cost Calculator and Estimated Repair Cost (collectively, ***) are intended to assist Buyers in estimating total costs and is neither a quote nor offer of finance. There can be no assurance that the estimate provided will be current or correct, and the *** should not be relied upon as the final calculation or verification of total fees. IAA makes no representations or warranties whatsoever, either express or implied, about the functionality or accuracy of the *** and accepts no liability arising out of or related to Buyers use of or access to the *** including, without limitation, any errors or omissions. Buyers who choose to use this tool remain responsible for paying all required fees regardless of whether those fees were shown in the ***.

  Since the vehicle is already added to the account and not paid for yet, you can cancel the sale but will have to pay the renege fee/cancel fee:

  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.

  We are not able to refund the membership based on the information provided above. 

  If you still have concerns on your current account, feel free to call Buyer Services. 

  Thank You, 

  Anai M

  Buyer Service Supervisor 

   

  Customer response

  12/18/2024

   
  Complaint: 22658082
  
  I am rejecting this response because:

  Over $800 for a $300 car is RIDICULOUS!

  Now you are telling me I have to pay you $1000 for a $300 car that I am NOT getting?

  That sounds like extortion to me!  I will also be filing a complaint with the **************************************!

  I want this account CLOSED or I want the car for the $300 that I agreed to buy it for!
  
  Sincerely,
  
  ******** ********

  

  Business response

  12/20/2024

  Good Morning, *** ********, 

  If you still have concerns on the issue, please feel free to read the policy that was accepted by you when you register with IAA. 

  It will also break down all the cost on the vehicle that add to them.  The policy is displayed to all our buyers before they signed up with IAA. 

  If a buyer rejects the policy, the account will kick them out and will not let them through our auction. 

  If you where able to bid that confirmed, that the policy was read by you and accepted. 

  We are not able to issue a refund due to those guidelines in the policy IAA follow. 

  You can find the policy following the link below:

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

  Thank You, 

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

  Buyer Service Supervisor 

• Initial Complaint

  11/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 18, 2024 I purchased a 2009 F150 on the IAA auction. as I was the highest bidder. The total was $4184 including buyer fees. On 09/18/24 at 11:45am I paid for the truck online with my credit card ending in 7266 in the amount of $4,372.28 which included the credit card processing fees. I arrived at the auction later in the day to pick up the 2009 F150 and the auction would not release the vehicle due to non-payment. I showed the clerk my receipt and he claimed the system did not reflected my payment. I needed to take the vehicle after one hour wait in line. I didn't want to leave empty handed and then come back again for another one hour wait. The clerk wanted me to wait 3 days for the payment to reflect as he said there might be a glitche in the credit card processing system. I've been a buyer since 2007 and have never gone through this issue. Always paid and picked up immediately with no problems. I thought it was convenient for me to pay again with another card, hoping it would immediately reflect in their system, so I could take the vehicle at that time, and later get a refund on the extra payment. So I made a second payment for $4372.28 with credit card ending in 3130. Payment went through and reflected in their system immediately. I was able to retrieve the truck. After multiple emails with buyer services, they were able to find my first payment made with card ending in 7266, but not the second payment made with credit card 3130. I submitted proof of both payments posting to my credit cards and asked for a refund to credit card ending in 3130. They were unable to refund since payment was not reflecting in their system. The Representative was aware that I was going to file a dispute my credit card. After the dispute I was reimbursed but IAA revoked my bidding privileges and access to their website. I called ***** services and the lady *** told me my account had a deficiency I needed to pay in order to reinstate my account. She refused a supervisor.

  

  Business response

  12/02/2024

  Good Morning, Mr. **************************** you for submitting your claim for review. 
  We located your account under buyer#*****, and it is currently banned due to the chargeback for stock#********. 
  
  Based on your information, the online payment was not posted directly to the stock, which resulted in the system showing the unit as unpaid. 
  You made the payment at the branch to immediately release the vehicle. 
  If you contacted *************** we don't have access to the payments made at the branch. If the online payment did not reflect on the account, then that is the payment that should have been disputed (cc 7266). 
  However, according to our notes, you disputed the payment made at the branch (cc 3130), which resulted in the chargeback from the ********** and the suspension of the account. 
  
  To activate the account, the funds need to be replaced as soon as possible; the payment done online will be refunded because we are not able to apply the funds directly to the chargeback. 
  Once we have received the replacement funds, the account will be activated. 

   

  Thank You, 

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

  Buyer Service Supervisor

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was reposssed. I went and picked up my belongings that were in my car that they put in a box before I got there. Items that I KNOW to be in my car were missing. All of the items missing were small valuable items that were all in the same compartment of my car. I was told to file a claim and after an investigation if my items were not recovered I would be rembersed the value of my items. Not on** did ***** ever get in touch with me after 2 months I final** was able to talk with someone o ** to be told that my claim was denied 3 weeks ago and there's nothing more they can do. This is the second time this company has stolen items out of my car

  

  Business response

  11/27/2024

  Good Morning *** ***, 

  Thank you for submitting your claim through Buyer Services. 

  We are not able to find a vehicle associated with your name in our system. 

  Can you please provide the *** number of the vehicle?

  As well as who did you spoke with and if you have any records of emails with the confirmation of the refund that was going to be issue? 

  We can see the inventory checklist that was log during the time of dropped off but please also be advise we need to verify who pickup your vehicle as we used 3rd parties for towing. 

   

  Thank You, 

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

  Buyer Service Supervisor 

   

   

• Initial Complaint

  11/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have not had the ability to bid or do anything else with my account since August/Sept of 2024. I pay $200 annually for access to my IAA account and would like to have my bill adjusted to cover the months I was not able to use the account due ********************** not resolving the issue in a timely manner. I have sent countless emails and used live chat many times. Each customer service *** either tells me something different than the one before them or closes the customer service case I opened before the issue is resolved. My most recent interaction with IAA has been with live chat and after reviewing the case, in which they said there were to many emails to read through, and asked me to describe the issue again. After I did so, which felt like the 10th time, I was sent back to square one and asked to fill out the documents to create a new account. All of which I already did on September 4th when I sent in all the same documents filled out and signed. Overall, the situation was handled poorly by IAA and what should have been a simple and quick matter was drawn out of months.

  

  Business response

  11/25/2024

  Good Morning *** *****, 

  Thank you for submitted the claim. 

  After checking the account we placed the account on hold due to the business licenses submitted didn't match the information on the old account.

  It was determine a new account was needed  on 6/28/2024 and an email was sent, our registration team send a final email on 7/3/2024 but due to no respond the case was closed. 

  You reached out to us until 10/09/2024 in regards the update on the account. 

  We do recommend our buyers to submit all request from the email on file or it will not be answer, we couldn't find anything with the email that is in the account. 

  ********************** was waiting on the respond from you in order to process the documentation and the new account to be created which we did on 11/22/2024. 

  The application on the fee will be the same as the registration was transfer promptly when the new paperwork was submitted by you. 

  Thank you, 

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

  Buyer Service Supervisor

   

*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. ↩