Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/14 I received 2 emails stating I won 2 vehicles through the auction.I was not logged in on my account and no one else has access.Called IAA 11/15 and they said they will see on their system who and how the bids took place and if it was not me, they will take them off. 11/18 I opened my account up and saw they took the vehicles off my account but put 2 renege fees on there and said if I dont pay that, they will block my account. They were able to see I didnt bid on these cars but want me to pay $4,000 in fees for cars I didnt bid on seems fraudulent to me.

  

  Business response

  11/25/2024

  Good Morning *** *****, 

  Thank you for submitting your claim to us for review. 

  We do have a case which is currently open and waiting for more information 05694716, our team that handles compromise accounts have not heard from you. 

  Sue to no respond they close the case which I have opened.

  Please be advise we do have a procedure to follow and the account will remain suspended until all investigation has been concluded. 

  We do not have an estimated time frame. 

  Last email send to you was asking for a police report where it shows you claim your account was "hacked/compromise". 

  If you still have questions please call buyer services and refer to your case number

  Thank you, 

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

  Buyer Service Supervisor 

  Customer response

  11/27/2024

   
  Complaint: 22583680
  
  I am rejecting this response because:

  I have not received any email, message, phone call, or letter stating that I needed to provide any letter of police report. 
  

  Attached is the only email I received from IAA.
  
  Sincerely,
  
  ***** *****

  

  Business response

  11/27/2024

  Hello *** *****, 

  We are sorry to hear you have not received an email from us. 

  I will go ahead and forward the email send to you once again for confirmation. 

  Please also be advise we do have information that your account was login on those days using your credentials. 

  Login was 11/14/2024 at 6:36 pm central standard time. 

  We are needing a police report as you continue to claim you did not purchased the units. We are still investigating the account but please see the policy that was accepted by you when you register with IAA. 

  *********************************************************;

  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 

   

• Initial Complaint

  11/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My car was towed to this location on Thursday morning 11/14/24. I went to pick it up on Monday 11/18/24. They called me outside to tell me that my personal property was boxed up but they could not find the box. My license plates and registration sticker were also missing. All my important paperwork from my glove box and center console was gone. They stole my ******* **** wallet, jacket, and prescribed designer sunglasses. I want my money back for my items to the ***** that I spent for them! While I was there 2 other customers also had to put in a claim for stolen items. Looking at the reviews this is something thats done regularly. This has to be stopped.

  

  Business response

  11/25/2024

  Good ****************************** you for submitting the your claim with us. 

  Please confirmed who you spoke to at the branch regarding your stock#******** 2015 ****** Altima, as under notes Inventory Collected was clothes, paperwork and a wallet. 

  I also see the vehicle was tow by a 3rd party and the branch or your insurance will them contact them. 

   

  Once the information is provided we will reach out to the branch and follow up on the matter. 

  Thank You,

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

  Buyer Service Supervisor 

  Customer response

  11/26/2024

   
  Complaint: 22580756
  
  I am rejecting this response because:

  The manager I spoke with is ******. Yes it was towed there by a 3rd party, however, there are photos that show my property in my vehicle upon arrival to your facility. The person who took the inventory only noted wallet and clothing (1) but there were multiple other things in the vehicle confirmed by the photos. The worker physically removed my ID card from my wallet and left it in the car. They asked me to complete a claim form and also provided me with a form to take to the *** for replacement of the stolen plates/registration sticker. So I dont know why anyone would provide false information that my property was retrieved. I walked out of the building with absolutely nothing and had to drive to the *** with no plates/registration sticker. I have spoken with ****** twice since that day and still my items has not been recovered. Nobody has called me with an update in regards to my stolen property.
  
  Sincerely,
  
  ****** ****

  

  Business response

  12/02/2024

  Hello *** ******, 

   

  Thank you for providing the feedback, we have sent your request to the area manager to review as well with the branch manager **** that handles that location. Once a response is received, we will send you a final email. 

  Thank You,

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

  Buyer Service Supervisor 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my belongings for days now. Everyday I call nobody answers the phone so I can schedule an appointment an clarify details after they making me reschedule an not releasing my belongings to my daughter because she was literally 15 mins late due to a wreak. I've emailed the owner as well to no avail. I feel they make it hard to get your belongings so the employees can have or they can sell them. I also feel this is an inside thing that they due being most employees are *****.

  

  Business response

  10/30/2024

  Good Morning, Ms.********, 

  Thank you for submitting the claim through us. 

  After further review of your vehicle, this is a TitleMax unit. All appointments have to be set with them. 

  It looks like they have entered a note in the system 10/29/2024 sating your daughter is able to pick up the personal belongings. 

  If you have any questions please feel free to reached out to ************. 

  Thank You, 

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My 2014 Jeep Grand Cherokee Summit. In May of this year a tree fell from a neighbors property and broke the passenger side window of my Jeep. I happened to be out of town at the time during frequent storms and there was some water damage on some of the dash and center console.I made a claim with my insurance company. They seemed to had a difficult time finding someone who would quote the electrical issues caused by this. After sometime, they asked if they "could take my vehicle to their shop in *********************, Ga to get a damage appraisal". I found out later that my vehicle wasn't taken to ***************************, it was taken to IAA in ******, *******. My insurance company paid IAA to pick up my vehicle, do the appraisal, and bring it back. Apparently they were unable to do anything other than note the broken window on the repair estimate. So the vehicle was towed to My Mechanic to troubleshoot and undergo repairs. When my vehicle got to the shop, my mechanic called me and asked if it had any body damage or had the front bumper been ripped off. "ABSOLUTELY NOT!" I replied and came down to the shop to see what had happened. Before it left I had the battery disconnected to possibly save the modules from further damage. Therefore it wouldnt start. The Tow driver told me that each time they had to move my vehicle they use giant fork lift and that's what ripped the bumper. I immediately called IAA and spoke with ****** *******. He denied everything, then placed blame on the tow company. Come to find out my insurance paid them directly for the tow and the appraisal. So either way it was on them. ****** then told me to get an estimate for damages. My mechanic replaced and fixed all the original damage from the tree and documented the undercarriage damage. The estimate from the body shop was ONLY for the forklift damage. The estimate totaled $11,701.02 and when I submitted that to ****** he said "we're not paying for that". My Jeep came to them with ONLY a broken window/interior

  

  Business response

  10/28/2024

  Good Morning *** ******, 

  Thank you for submitting your claim to Buyer Services. 

  I will connect with the branch manager to review the information submitted. 

  Do you have images or footage of how your vehicle arrived at the mechanic?  The images submitted do not show the damages claim in the complaint. 

  Once you have submitted those images we will forward your communication to our team for inspection. 

  Thank You, 

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

  Buyer Service Supervisor

   

   

  Customer response

  10/29/2024

   
  Complaint: 22475409
  
  Yes. I have documented the damage very well and so has my mechanic. Can you send me an email address I can forward the pictures to you. The damage pictures show fresh damage to undercarriage components cause by being lifted several times from underneath. ****** denied everything at first and when I said I had proof he, said he wouldnhave to check the cams and get back with me. Days later he's claimed "We only moved it with the forklift twice, but get and estimate and sent it to me". When I did he told me they weren't paying that. 

  
  Sincerely,
  
  *** ******

  

  Business response

  10/31/2024

  Good Morning *** ******, 

  We saw you had an account with us before, I have send a follow up email through that case. 

  But also the information again is being review as per the branch we have a video of how the vehicle was unloaded but it had damages already. 

  They will be contacting the transportation services as they also have images of the vehicle being dropped off at the shop. 

  Once we have a response we will send you the information to the case we have open for you. 

  But being an IAA customer please understand our policy that we make aware of all our customers. 

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

   

  Vehicle Loading - A service fee applies. Buyer understands that the loading process is fraught with danger to person or property because it involves lifting a vehicle with forklifts and placing the vehicle on a transporter. The forklifts could cause damage to the vehicle. The loader could drop the vehicle causing injury to persons or property. Buyer is responsible for directing the load onto the transport, securing the load, and safely transporting the vehicle. BUYER AND BUYER REPRESENTATIVES ARE SOLELY RESPONSIBLE FOR PREVENTING DAMAGE TO THE TRANSPORTER OR VEHICLE AND SECURING THE LOAD FOR SAFE TRANSPORT. KNOWING THESE AND OTHER RISKS INHERENT IN THE LOADING PROCESS, BUYER AND BUYER REPRESENTATIVES FULLY ASSUME ALL RISKS ASSOCIATED WITH THE LOADING, TOWING, AND TRANSPORTING PROCESS AND BUYER AND BUYER REPRESENTATIVES IRREVOCABLY AND UNCONDITIONALLY WAIVE AND RELEASE IAA INDEMNIFIED PARTIES FROM ANY AND ALL CLAIMS, DAMAGES, OBLIGATIONS, LOSSES, LIABILITIES, JUDGMENTS, COSTS OR EXPENSES (INCLUDING ATTORNEYS FEES) ARISING OUT OF OR RELATED TO CLAIMS FOR BODILY INJURY, PROPERTY DAMAGE, OR OTHER OCCURRENCE DURING THE LOADING, TOWING, OR TRANSPORTING PROCESS, WHETHER CAUSED BY IAAS OWN NEGLIGENCE OR OTHERWISE.

   

  Thank You, 

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

  Buyer Service Supervisor 

   

  Customer response

  10/31/2024

   
  Complaint: 22475409
  
  I am rejecting this response because:

  This is MY vehicle, is was NOT bought from IAA. It was towed to IAA without my knowledge by my insurance company to get and estimate because they were having a hard time finding a shop to quote the electrical issues along with the broken window. I have video of it being picked up, in my driveway, by the tow company with *********** to the front or undercarriage. I was later informed by my insurance company they paid IAA $1,200 for the pickup, the inspection, and to deliver it to my mechanic when they were unable to even provide the damage repair quote. I also have the pictures I sent my insurance company before it was towed showing NO Damage other than to the window from the limb that fell. All the damage from the original claim has been repaired. The only damage on the vehicle now is what happened while it was in the possession of the IAA Tifton Branch. I'll include those pictures as well as the $1,200 invoice paid to IAA.

  
  Sincerely,
  *** ******

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident, and the insurance company (*****) took possession of my car along with the signed title, then sent it to IAA (Insurance Auto Auction) in *********, **. Later, I decided to keep the car. When I contacted Geico, they agreed to return it to me. However, since 2021, I've been going back and forth between Geico and IAA trying to recover the title or obtain a 907A (Salvage Certificate). The *** in ****** requested documents 907A F02778V and 907A G432761 from IAA on June 5, 2024, but IAA has been uncooperative.Ive emailed the branch manager in ********* and called him directly, but they only tell me to call back every other day. The last time I contacted IAAs title center, I requested to speak with management, but I was told they were in a meeting and would return my call within two hours, which never *********** exhausted from this situation and need your help. I want to sell my car it worth $7000, and I got offer for this price, but I can't do so without the title. Thank you.

  

  Business response

  10/17/2024

  Good Morning, Mr. ******** Hdabee, 

  Thank you for submitting your feedback regarding your vehicle, we have sent an email over to our area manager and the branch for more information on the process and title inquiry. Once we have more information we will reached out with all the information as per notes it looks like the branch manager  has been communicating with you and have providers offers to you but decline on your end. 

  Sincerely, 

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

  Buyer Service Supervisor 

  Customer response

  10/18/2024

   
  Complaint: 22428040
  
  I am rejecting this response because:

  Ive been hearing the same response from both the Branch Manager and the ************ since 2021. Every time I call, they promise to get back to me, but no one does, and my concerns are constantly being ignored. I'm losing money every day due to the cars depreciation. All I need are the documents mentioned in the *** letter. That's it.

  Sincerely,
  
  ******** Hdabee

  

  Business response

  10/22/2024

  Good Morning *** ********, 

  Thank you for the response but as of yesterday your inquiry was submitted to our legal team. 

  They have advise they are reaching out to you to provide a solution. 

  Due to the title was already transfer into Geico's name but looks like you change your mind and asking to keep the unit. 

  Reversing the title with the state is a difficult process. Legal is trying to reach a mutual agreement with you. 

  Due our legal team is already involved, there is nothing we can do here at Buyer Services. 

  Thank you, 

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

  Buyer Service Supervisor 

  Customer response

  10/23/2024

   
  Complaint: 22428040
  
  I am rejecting this response because:
  They didnt contact me neither specified period to solve this issue since 2021. I need a real and immediate action. 
  
  Sincerely,
  
  ******** Hdabee

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased on September 19, 2023, a 2013 Bentley Gt Continental through IAAs live auction, which was advertised as running and driving. Unfortunately, when the IAA transport service I hired attempted to collect the vehicle, it was found to be inoperable. The vehicle would not start or drive, contrary to the advertised condition. As a result, the auction & transport team forced to load the car using a forklift, which caused additional damage to the underbody of the vehicle.I have made several attempts to reach the manager to resolve this matter, with only one response, which seemed defensive. Following this, I sent two additional emails but have not received any further communication. Given the circumstances, I am seeking your assistance in addressing the discrepancies between the advertised condition of the vehicle and its actual state.I would appreciate your prompt attention to this issue and a resolution that ensures this matter is handled fairly.Thank you for your time and consideration. I look forward to hearing from you soon.Sincerely,Outmane Yanouri ********************* **********

  

  Business response

  10/16/2024

  Complaint ID #********
  
  
  Thank you for your email, were sorry to hear you had an issue with your last purchase from IAA. As stated in our auction rules that you agreed to upon completion of your registration it states that any vehicle listed as a run and drive means that the engine started (either with a jump or without), Both the forward and reverse gears are engaged and from the staring position, the steering wheel made one full rotation to the right and one full rotation to the left at the time of arrival. IAA'S Facility or place of check in is not a representation or warranty that this will so or that the vehicle is road worthy.
  
  
  It also states in our auction rules that all vehicles are loaded using a forklift and placed on the vehicle of the transporter. Buyers are responsible for directing the load onto the transport, securing the load, and safely transporting the load.
  
  
  ******* Brown 
  Supervisor, Buyer Services 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my car to IAA through another company, ******. I agreed to sell it for the amount of $530. When I filled out a form online, I put that I would like to have my check mailed to me as my car was at an automotive shop far from where I live when it broke down.When IAA came to pick up my car, the attempted to deliver the check to the shop. The shop refused to take it, knowing my situation and how far away I lived. After contacting IAA with my address, they assured me over the phone that it would be shipped out that day. The following week on Monday, when I still haven't received my money, I reach back out to IAA and they provide me with a ***** tracking number to track my check and assure me it should arrive by the end of the week as something had happened with the original check and it needed to be reprinted.I reach back out to IAA on Friday when my tracking number still says it has not been shipped. They tell me that it is being taken care of by a different department of the company that I am unable to talk to and that they do not know when my check will be sent to me. During this time, I am contacting Peddle who forwards me back to IAA consistently, telling me that they have my money and my answers. As of now, I consider my car STOLEN from me by this company. They have not paid me the agreed upon amount, not listened to my instructions, and sold my car already to someone else when I have not been properly paid for it. DO NOT SELL YOUR CAR TO IAA

  

  Business response

  10/11/2024

  Good Morning, *** ****, 

  Thank you for submitting your claim to us for review. 

  After further inspections the first check was voided due to it was never deliver and claimed as lost. 

  The branch has already printed a second check and was send out on 10/10/2024 with estimated delivery date 10/11/2024. 

  The tracking of the check is 7789-2349-0825. 

  Please be advise we do have a process and all of them must be completed. We cannot expedite requests as everything is handle in order they are received. 

  If you still have any concerns, please call ************** at ************. 

  Thank you, 

  **** ********]

  ************** Supervisor 

   

   

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did a buy it now on a 2005 ******** Escalade EXT Pick Up Truck. Advertised and showed pics of keys. When vehicle was brought out, no keys chained to steering column. I was told by the office they are not responsible for keys. Left vehicle in their parking lot, came back after they closed and vehicle was gone. They had it towed when I am living across their street. Elite towing towed it for ****** to a place 1 mile down the street. They had the keys on a predetermined scam to make money on a tow. Normal rate for Elite is ****** when I had someone else call them. IAA had it towed and did not give reasonable amount of time in accordance to law and towed it just for the scam. Now they banned me and won't give back my overpayment of ******. They credit my account and said they would send that in the mail. Never received it. I go there and now they show no credit on their books. Now this vehicle has been parked 2 blocks away and was stolen, recently and assumed in IAA to print a new title in a different state since they are are a national system. I am asking for the tow money back, the credit of over payment and my membership fees of ****** since they banned me because I accused them of stealing my keys. Total is ******. State laws do not allow a vehicle to be towed just to profit and share with the 2 parties.

  

  Business response

  10/10/2024

  Good Morning, Mr. Bezdicek, 

  Thank you for submitting your concerns to us. 

  After reviewing your claim and the account we have made the below decision. 

  In regards to the keys, please be advise  per IAA policy they are not guarantee. Please see the link below of the policy that was accepted when you register with us. 

  https://www.iaai.com/AuctionRules

  5. ANY STATEMENT THAT ANY VEHICLE HAS A PARTICULAR PART, INCLUDING BUT NOT LIMITED TO KEY “PRESENT” OR THAT VEHICLE HAS A CATALYTIC CONVERTER, MEANS THAT A PARTICULAR PART WAS NOTED UPON ARRIVAL AT IAA’S FACILITY OR PLACE OF CHECK-IN, BUT IS NOT A REPRESENTATION OR WARRANTY THAT SUCH PART WILL BE PRESENT AT ANY TIME THEREAFTER. IAA IS NOT RESPONSIBLE FOR MISSING PARTS. IT IS BUYER’S RESPONSIBILITY TO INSPECT AND CONFIRM THE NOTED PARTS ARE PRESENT PRIOR TO PLACING A BID.

  Second, if you left the vehicle outside of IAA, we are not responsible for it. The buyer must follow and removed the units and provide any location they wish to be deliver to but once they leave the IAA are we are no longer liable for them. 

  The account is currently banned because you disputed the registration fee after you utilized the membership by purchasing the vehicle. The credit of $225.25 is still in the account but cannot be processed as you owed IAA $200 for the utilized membership. Once the fee has been paid via certified funds ( money order, cashier's check, or wire transfer), a refund can be issued to you for the balance via check. 

  
   If you still have questions about the IAA Policy, please feel free to reach out to us at Buyer Services at 877.0937.4243. 

   

  Thank you, 

  Anai Martinez

  B

   

   

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October ****** I brought a buy now vehicle. The car was $300. It was rated a 50/50 and marked a run and drive. When I got there to retrieve the vehicle the car did not start. I called my mechanic to come look at it and did a few things to get it started. Once it was started it would not go into any gear. I then went back into the building to let them know the issue I was having and they acted nonchalant about my issue. The gave me a number to call and an email so that I can get help with my issue. I was told there nothing the branch could do to help me. I called the help line several times and they kept throwing me for a loop and telling me theres nothing they can do I have to email the complaint team. I sent a total of 3 emails and each email I would receive an email back saying the case has been closed and resolved and I still have not talked to anyone. This has been a frustrating experience. Theres no one to talk to and they talk in circles. I believe Im not the only that has experienced this but this is unfair and something needs to be done they are scamming people with run and drive because there run and drive do not mean the general definition of run and drive,

  

  Business response

  10/09/2024

  Good Morning Ms. Coleman

  Thank you for reaching out to IAA about your complaint. 

  After further review, the information provided is correct in regards how the vehicle are classified in our site.

  Please be advise we do not have mechanics at our facility and when a vehicle is checked in we only do certain inspections. We do not test drive the vehicles, that is why we welcome our buyers to inspect a vehicle before the auction or if they are not able to inspect them themselves, they can hire an inspector from our website. 

  The auction rules are below, and you can follow the link to them. These are the auction rules you accepted when registering with IAA. 

  https://www.iaai.com/AuctionRules

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

   

  We would not be able to refund you as we classified the information correctly. If you still have any questions about the policy please reached out to us at Buyer Services 877.937.4243, 

   

  Thank you, 

  Anai Martinez

  Buyer Service Supervisor 

  Customer response

  10/11/2024

   
  Complaint: 22391721
  
  I am rejecting this response because: you clearly state that you don’t drive the vehicle so why do you state it drive. The vehicle I purchased was marked as a “run and drive” but when I got the vehicle it barely started and the forward and reverse gear never “ engaged”. You have 3 requirements that consider the car to be a run and drive and the car only meets 2/3. I understand you don’t have mechanics but I believe anyone in  line of work knows is a car drives or not. The fact that you use the “forward and reverse gear are engaged” to qualify the car as a run and drive is misleading. I feel all these taxes your company charges, mind you my fees are more than the car. I should receive more accurate information and better customer service. 
  
  Sincerely,
  
  Ciahna Coleman

  

  Business response

  10/14/2024

  Good Morning, Mr. Coleman, 

  Thank you for responding back to us. 

  We have review your claim once again. 

  Please be re-directed back to our policy that was accepted when you register with IAA. 

  1. ALL VEHICLES SOLD THROUGH IAA’S AUCTIONS ARE SOLD “AS IS, WHERE IS,” WITH NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY.
  2. IAA MAKES NO WARRANTY OR REPRESENTATION AS TO THE CONDITION OF ANY VEHICLE OR ANY OF ITS COMPONENT PARTS WHEN IAA PROVIDES INFORMATION ABOUT A VEHICLE FOR SALE.
  3. IAA MAKES NO WARRANTY OR REPRESENTATION FOR, AND UNDERTAKES NO DUTY TO CONFIRM THE ACCURACY OR COMPLETENESS OF, ANY INFORMATION PROVIDED IN ORAL, WRITTEN OR IMAGE FORM TO BUYER REGARDING ANY VEHICLE FOR SALE, INCLUDING INFORMATION PROVIDED BY A DEPARTMENT OF MOTOR VEHICLES, MOTOR VEHICLE DIVISION, OR DEPARTMENT OF REVENUE.
  4. IT IS THE SOLE RESPONSIBILITY OF BUYER TO ASCERTAIN, CONFIRM, RESEARCH, INSPECT, AND/OR INVESTIGATE ANY VEHICLE FOR SALE PRIOR TO PLACING A BID. BUYER EXPRESSLY AGREES NOT TO BASE A BID OR OTHERWISE RELY ON ANY INFORMATION PROVIDED BY IAA. THIS INFORMATION INCLUDES, BUT IS NOT LIMITED TO, THE YEAR, MAKE, MODEL, TRIM LEVEL, STYLE, PERFORMANCE PACKAGE, VIN, MILEAGE, ODOMETER DISCLOSURE, TITLE, AIRBAGS, VEHICLE’S 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 TITLE TYPE AND BRAND BEFORE MAKING ANY REPAIRS TO THE VEHICLE.

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

  No information was misleading as the buyer has the ability to inspect the vehicle a day before the auction. 

  The link below will take you to the IAA Policy 

  https://www.iaai.com/AuctionRules

  Thank You, 

  Anai Martinez

  Buyer Service Supervisor 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IAA received my car 9/5/24. The receptionist ***** or ***** was extremely rude and when asked if the Boulder Hwy address was correct she told me yes-only for me to **** there and be told the business has moved to another location 20 minutes away. I had to call and wait for another ***** Total cost $42.00. I was also charged $125 bc they decided to make keys to a vehicle they were not for sure they would keep, and the keys do not work to start the car only open it and when asked for the keys-I was refused. I was originally told the total to pick up the car was $245 but then was told $630 because they tacked on $385 impound fee after. They charged me $70 for a pick up fee which again my car was never going to be sold so it should not have left the original impound yard and charged me $50 bc they had to cancel the invoice. They are taking cars without knowing if the owners will retrieve them and then adding a bunch of fees to the consumer for having the audacity to get their property back. Those fees should be the responsibility of the loan company

  

  Business response

  10/14/2024

  Good Morning, *** ******, 

  We have received your complaint but will need further information in order to review. 

  Please provide the location of where was the vehicle as well as the full VIN number. 

  We do not have your information in our system in order to looked into your request. 

  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. ↩