Complaints

• Initial Complaint

  04/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They lost my property and been trying for them to reimburse me for it for 6 weeks now. Every time l speak to them it's another excuse

  

  Business response

  04/07/2022

  Dear ******************,
  
  
  Thank you for your patience.
  
  
  In order to review the claim received, please provide us with a clarification as to what this pertains to. If this is related to a vehicle, please provide the full VIN.

   

  Thank you,

  
  Summer Abutaha
  Supervisor, Buyer Services
  
  IAA
  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

  04/08/2022

   
  Complaint: 16973745
  
  I am rejecting this response because:

  This is the number they can look it up my info 32147359

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

  

  Business response

  04/15/2022

  Thank you for your email, To be able to assist you better I will need to know the items that you are stating are missing. Once I receive that information from you I can then reach out to the branch in question for there input.

  Thanks

  ******* (Will) *******
  Supervisor|Buyer Services Customer Care
  **********************
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *******************************************
  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

  Customer response

  04/21/2022

   
  I've given then this info when the 1st told me tgey lost my info two months ago. The branch manager said they even contacted the corporate office which now shows that was a lie, because they don't even know about this

• Initial Complaint

  03/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was involved in an accident and had my vehicle towed to the ********************************************************************** location. The date of arrival of my vehicle was 03/21/2022 at approx. 12pm. I was able to pick up my personal items that were still in the vehicle on 03/24/2022 at approx. 8-9am. upon opening the vehicle I noticed that my work boots were in a white trash bag, which when I left the accident sight they were loose on the floor behind the driver side seat. My hard hat that had been on the back seat was now in the bed of the vehicle along with a gallon of anti freeze and one of my window shades that were inside the vehicle. I also noticed that my Dewalt Circular Saw and Oakley Sunglasses were missing. I have pictures from the original towing service that show all items in the back seat of my vehicle, I also have pictures from IAA that show the back seat emptied with one picture showing items that were inside the vehicle now in the bed of the truck.

  

  Business response

  04/07/2022

  Dear ********************** **** ************************* you for your patience.

   

  In order to review the claim received, please provide us with the full VIN for the vehicle in reference. ************************* you,

  
  Summer Abutaha
  Supervisor, Buyer Services
  
  IAA
  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

  04/11/2022

   
  Complaint: 16964370
  
  I am rejecting this response because: there is no resolution offered, its just a request for additional information.

   

  VIN number is provided below

   

  VIN # - *****************

   

  Sincerely,
  
  ******************************* Jr

  

  Business response

  04/18/2022

  Thank you for providing the *** number of the vehicle in question. I will reach out to the branch manager about this complaint. As soon as  I will get a  respond back form them I will be reaching out to you with the results.

  Thanks.

  ******* (Will) *******
  Supervisor|Buyer Services Customer Care
  **********************
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *******************************************
  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

  Customer response

  04/20/2022

   
  Complaint: 16964370
  
  I am rejecting this response because:it is not a resolution, only a message for further research needs to be done by the business 
  
  Sincerely,
  
  ******************************* Jr

  

  Business response

  04/27/2022

  ID ********
  
  
  In response to your complaint. We have been in contact with the Branch ***********************, she has stated that she has advised you to make a police report due to the fact that we do not have enough evidence to confirm that the items were removed after the vehicle arrived at our facility. We do understand your frustration and apologize for the inconvenience. We have communicated your concerns to Progressive Casualty as well.
  
  
  ******* 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

  04/28/2022

   
  Complaint: 16964370
  
  I am rejecting this response because:  The statement made by the Branch Manager, ***** "the fact that we do not have enough evidence to confirm that the items were removed after the vehicle arrived at our facility." is clearly untrue as evidenced by the picture titiled "IAA Picture with vehicle empty".  This picture was taken on 03/22/2022 at the IAA *********** South branch located at 11275 **************, ***********, ** 78224.  In the picture you will clearly see the backseat of the vehicle emptied.  In the picture titled "IAA Pricture with Personal Items in Bed of Truck" you see items that were in the back seat while at the IAA *********** South branch located at 11275 ****************************************************************. These two pictures also show date stamp with 000-32715655 - 03/22/2022 - IAA **** which shows that these were taken at the IAA location.  

  As the pictures provided indicate by the date stamp that is circled with yellow highlight, ALL ITEMS WERE REMOVED FROM THE BACKSEAT OF THE VEHICLE WHILE AT IAA *********** South branch located at 11275 **************, ***********, ** 78224!!!

   

  
  Sincerely,
  
  ******************************* Jr

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a car dealer Owner , name of my dealership Suave Motors ,Ian ***** id ****** I been purchasing cars from Iaa Auction sites for over 10 plus yrs and ran into a major problem with company , I purchased a 2016 Maserati from auction on 12/15/2021 and should of received title with car , and now am still waiting on the car title, going on 4 months , the listing stated that title was present, I called auction multiple times and getting the run around, one time telling me they lost title smh this is not businesss like whatsoever , I missed out on money and the sale now I am stuck with trying to find a customer for car which was already sold but I had to unwound deal because of auction mishap , the reason for my purchase of such expensive car was so I can resell to the waiting customer who had prepaid , I payed $26,279.25 total my bid amount was $24,375 with $1904.25 in iaa auction fees now I still have car cannot sell because no title

  

  Business response

  04/07/2022

  Good afternoon Mr. *************************** apologize for the delayed response and appreciate your patience while we review the claim.

   

  Please allow us time to work with the Branch manager on locating the title for stock#********. Once we have more information we will be contacting you with an update.

   

  Once again, thank your patience and understanding.

   

  Thank you,

  
  Summer Abutaha
  Supervisor, Buyer Services
  
  IAA
  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

  04/10/2022

   
  Complaint: 16962066
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************. As the buyer which been doing business with iaa for decade plus I still have not received sensitive document which is car title as stated I purchased item almost going on 90 days plus and no title for car and I also paid $1900 plus dollars in iaa fees it is not fair as a dealer to miss out on money and customer because of ********************** negligence I am requesting a refund on complete deal , or at least refund of all fees , it does not take long to find out what happened  to sensitive paperwork like title for car purchase and resolve issue , this makes no sense for me to be on the bad end of deal when it totally was not my fault , like I said in past statement I was not going to purchase if title was not available point blank period now I have a car payed $28000 plus with no title smh I need this resolved asap 

  

  Business response

  04/18/2022

  Thank you for your email. After doing some research on this matter it appears that a new title request was made by the branch on 4/8/2022 (Dup title request sent to TSC via ***** Tracking **** **** 5030). Hopefully it will be a quick turnaround (3-4 weeks) 

  Thanks 

  ******* (Will) *******
  Supervisor|Buyer Services Customer Care
  **********************
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *******************************************
  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

  Customer response

  04/20/2022

   
  Complaint: 16962066
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* - hello yes I understand that u getting duplicate title , but the problem at hand also is all fees I paid to auction upon purchase should be refunded because of my company having to be stuck with vehicle bought with wrong information meaning there was no title immediately upon purchase there was no delay of title stated , so I it is unfair to my company having  to refund customer because customer could not wait for title and also us loosing auction fees paid for transaction I will be satisfied if auction refund at least all auction fees because of this mishap which is totally their fault I am not at fault and iaa should show some integrity to this matter thank you in advance

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our vehicle was released however the yard where the vehicle is located is not releasing the vehicle. The vehicle is not their property and needs to be delivered back to us Immediately. see uploaded documents.

  

  Business response

  04/07/2022

  Thank you for your e-mail.

  To be able to better assist you in this matter can you please provide us with the vehicle VIN number or the stock number. This will help us moving forward with any type of resolve. Thanks

  ******* (Will) *******
  Supervisor|Buyer Services Customer Care
  **********************
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *******************************************
  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

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Picked up my truck on the 8th of this month and filed a claim due to A LOT of stuff missing, important papers needed for tax write offs, oil pan from the bed of my truck, brand new boxed whiskey glass and t-shirt, they left minor things not worth STEALING in my vehicle!!!!! But why the h*** they took out and "lost" all of my vehicle maintenance paperwork from the last 2 years blows my mind!!!!! And how do you misplace a large lime green drip pan and broom??!!! I also had a case of change they stole and a few unopened bottles of **** and coke from a family event.....in which I found bottle caps in my back seat and a Galaxy A50 linked to my Blutooth and nobody in my family has that phone!!!! So now I'm under the impression someone within the company was using my truck!!!! ****** is who I had spoken with multiple times and never received calls back, and they never answer the **** phone or call back when voice-mail are left!!! How the h*** they're still in business is beyond comprehensive thought!! They also didn't take any photos of where the items I'm missing were, like they were supposed to!! And most likely to cover themselves by saying they have no photographic proof it was in there!!!!

  

  Business response

  03/28/2022

  BBB complaint # ********

  Thank you for your email,

  Can you please provide my with the vehicle stock number or VIN. This will better assist me to do an investigation into the matter.

  Thank you

  
  ******* (Will) *******
  Supervisor|Buyer Services Customer Care
  **********************
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *******************************************
  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

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The repo driver lifted my vehicle with me inside of it. Did not produce a court order for the repossession then proceeded to physically force me from the vehicle so he take off with my stuff. All while treatening me with the police and while I was repeatedly saying no and asking for a court order. I was living out of my vehicle at the time so all of my belongings are In there. My wallet, my medication, my clothes. Everything I own is in there.. they told me I can't get my stuff back for several days and couldn't even make an appointment yet.. I need help. I need my belongings asap as I need my license and my medication. There are many valuables in my vehicle and I'm concerned they will steal them..

  

  Business response

  03/28/2022

  BBB complaint # ********
  stock # ********
  

  Hello,
  Thanks you form your email, I will be reaching out to the branch to follow up on this matter and will respond back to you when completed.
  Thanks
  ******* (Will) *******
  Supervisor|Buyer Services Customer Care
  **********************
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *******************************************
  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

  Customer response

  06/01/2022

   
  Complaint: 16945103
  
  I am rejecting this response because:Because they aren't offering anything.. they didnt even follow up with me, I got one email which I replied to promptly and have heard nothing back... 
  
  Sincerely,
  
  *************************

  

  Business response

  06/01/2022

  Dear ******,

   

  We do apologize for the unfortunate event you have gone through.

   

  In response to your claim we will not be able to assist in this claim as you are reaching out IAA and we are not the repo company who had taken your vehicle. We advise that you reach out to them for assistance with your claim.

   

  Regards,

  
  Summer Abutaha
  Supervisor, Buyer Services
  
  IAA
  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

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Better Business Bureau Im filing this complaint as I have NEVER had dealings or business with the company IAA, Inc. and yet I, ****** ********************************************, received an envelop dated January 24, 2022, from IAA, Inc. informing of a cash purchase of vehicles of over $10,000 dollars, specifically $13,622, dated on June 29, 2021, that I NEVER did. It furthers informs that I must present IRS form **** related to purchases, in one or more transactions of over $10,000.00 I ****** Ral Lpez Ramrez, reside in *****, at the ************************, ****************, I have NEVER contacted this company, nor have I had any dealings with IAA, Inc., nor I have traveled to *****************, nor I have the financial resources to buy such assets. My fiscal residence is ****** and have never done any dealings with this Company IAA, Inc. in the **. I request a clarification from the part of IAA, Inc. immediately on how they got my name and personal information, what check do they have to assess someones identity and ultimately clarify that the person that purchased such vehicles is NOT me. I want to know if someone in the company or elsewhere is stealing my identity which is a very serious circumstance.

  

  Business response

  03/25/2022

  BBB complaint#********

  
  You are receiving this letter because during 2021, our records show you made a payment on behalf of a buyer whose transaction(s) exceeded $10,000 at one of the IAA auctions. You may have been one of several people who made a payment at that time.
  
  
  The *** requires IAA to complete a cash informational report (known as a Form ****) when a transaction or related transactions exceed $10,000. The *** defines cash as currency and cash equivalents, such as money orders or cashier checks with a face value of less than $10,000. The form is for information purposes only. There is nothing that needs to be done with the letter you are receiving. The amount on the letter represents a payment we received from you; it does NOT represent income to you. This letter does NOT represent a **** form.
  The form ****(informational report) has already been filed. This letter just serves as notice to you that the form was filed and your information was contained on it.  The form contains both buyer and payer information for all parties that made payments for the transaction or related transactions exceeding $10,000.
  What identifies a Payer Letter versus a Buyer Letter?
  A Payer letter will contain a business name printed on the middle of the letter right above the date and amount. This business name will represent the IAA Buyers name whose account payment was posted against.
  
  

  Customer response

  04/07/2022

   
  Complaint: 16933040
  
  I am rejecting this response because:

  Better Business Bureau

  A quien corresponda

  Presente

   

  Conforme a los e-mails que me han hecho llegar de fecha 6 de abril * 29 de marzo del 2022, ************* mi respuesta al comentario realizado por la empresa IAA, Inc. con el No. ******** ID ********.

   

  Como *a coment en mi ***** enviada por e-mail de fecha ******************************* st*le="font-weight: 700;">Nunca he tenido operaciones con la empresa IAA, Inc., por lo que CONTUNDENTEMENTE NO RECONOZCO, ***** realizado la operacin mencionada * que se menciona en la carta que me hicieron llegar va correo postal a mi domicilio, en la que me informas las compras en efectivo de $ ********* dlares. Ya que nunca he tenido operaciones con la empresa IAA, ni he viajado a ***.

   

  En la respuesta de la empresa IAA, Inc., ellos comentan que en sus registros muestran que se realiz un pago en mi nombre cu*a transaccin supera los ****** dlares.

   

  Conforme a lo antes comentado, considero que han robaron mi identidad para realizar en mi nombre las compras antes mencionadas * por ende IAA, no tiene ningn documento o identificacin ma que compruebe que *o ha*a llevado a cabo esta operacin, ni los controles necesarios para verificar * soportar que fui *o quien realizo la compra que me est perjudicando aun * cuando menciona IAA, que el formulario **** que ellos *a declararon es de carcter informativo * que no representa un ingreso para m, pero no es eso lo que me afecta, sino la informacin que llega a las autoridades mexicanas como parte de acuerdos internacionales * que en Mxico me involucra en operaciones ********* de dinero o actos que pueden suponer que no informe * que estara haciendo actos indebidos, por lo anterior ratifico contundentemente, YO NO HE HECHO NUNCA NINGUNA OPERACIN CON ESTA EMPRESA, independientemente de las acciones legales que para estos efectos emprender *a que no esto* dispuesto a que mi nombre quede involucrado en operaciones ********* de dinero.

   

  Por lo antes expuesto RATIFICO:

   

  No esto* de acuerdo con la operacin mencionada por IAA * NO RECONOZCO las operaciones realizadas en efectivo * que superan los ****** dlares que *a reportaron, por lo que atentamente solicito:

   

  1)     Si fuera cierto lo que IAA afirma, que aporten informacin como mi Identificacin o el documento con el cual se registraron porque no creo que **** operaciones que se lleven a cabo a la buena fe * sin identificar a su posible comprador

  2)     As mismo solicito su apo*o para que me a*uden a aclarar la supuesta compra de vehculos en subasta * pagados en efectivo por $ ********* dlares * adems de que jams he tratado con la empresa IAA, Inc.

  3)     CONFIRMO CONTUNDENTEMENTE QUE SE TRATA DE UNA SUPLANTACIN DE IDENTIDAD.

   

  Sin ms de momento, me despido agradeciendo de antemano su atencin * apo*o

   

  Atentamente

   

  ************************** Ramrez

  
  

  
  
  

  

  Business response

  04/15/2022

  Hello ******,

  Thank you for your responds back to us. After our phone conversation on Wednesday 4/13/2022, you stated that you now fully understand why you received the letter with our company name and logo on it. As of this date(4/15/2022) we are now considering this case closed. Below is a summary of what took place. 

  Our records show *********************** presented payment totaling to $13,622 on behalf of buyer ****** (****** ********************************************) for the following four stocks:
  
  000-29532126
  000-30380586
  000-30418866
  000-30521423
  
  ***** ID   Business Name  
  ******     ****** ******************************************** ************************* C **************** **** COL *************************** ********* MX Insurance Auto Auctions *** 06/29/2021 $13,622.00
  
  Let us know if you need anything additional.
  
  Thank you,

  
  ******* (Will) *******
  Supervisor| ***** Services Customer Care
  **********************
  701 ***************** |Ste. 201|*********, ** 60523
  O ************ | *********************************************************
  Website www.iaai.com
  ***** Services Hours | M-F, 6:30am-7:00pm | Sat, 8:00am-5:00pm CT
  There is NO I in TEAM

  Customer response

  04/22/2022

  
  Reclamo: 16933040
  
  esta respuesta porque:
  
  Atentamente,
  
  ****** ********************************************

   

  Better Business Bureau
  A quien corresponda
  Presente
  
  Conforme al e-mail de fecha 19 de abril ************* mi respuesta al comentario realizado por la empresa IAA, Inc. Con el No ******** ID ********.
  
  Como *a coment en mi ***** enviada por e-mail de fecha 23 de marzo de 2022, Nunca he tenido operaciones con la empresa IAA,***, Por lo que NO RECONOZCO ***** realizado la operacin mencionada en su carta por compras en efectivo de $ ********* dlares. Ya que nunca he tenido operaciones con la empresa IAA, * tampoco conozco *******, ******************* quien realizo los pagos en mi nombre informacin proporcionada en su e-mail de fecha 19/04/2022.
  
  Comentario de IAA.
  
  Gracias por sus respuestas a nosotros. Despus de nuestra conversacin telefnica el mircoles 13/04/2022, usted declar que ahora comprende completamente por qu recibi la carta con el nombre * el logotipo de nuestra empresa. A partir de esta fecha (15/04/2022) estamos considerando este caso cerrado. A continuacin, se muestra un resumen de lo ocurrido.
  
  Nuestros registros muestran que ******************* present un pago por un total de $13,622 en nombre del comprador****** (****** Ral Lpez Ramrez) por las siguientes cuatro acciones: 000-29532126 000-30380586 000-30418866 000-30521423
  
  ID del comprador Nombre comercial ****** ****** RAL LPEZ ***************************** C **************** **** COL *************************** ********* MXInsurance Auto Auctions *** 29/06/2021 $*********
  
  Comentario *********
  
  Efectivamente me llamo por telfono la Lic. *********************** el 13/04/2022, excepto por que nunca acepte comprender completamente por que me llego la carta * comentndole que si me afecta *a que  conforme el comentario de IAA ROBARON MI IDENTIDAD PARA REALIZAR EN MI NOMBRE LAS COMPRAS ANTES MENCIONADAS * donde IAA no tiene los controles necesarios para verificar * soportar que fui *o quien realizo la compra * que me est perjudicando aun * cuando menciona IAA que el formulario *******************************************************************************************************************
  
  
  Por lo antes expuesto:
  
  NO ESTOY DE ACUERDO CON LA OPERACIN MENCIONADA POR IAA * NO RECONOZCO las operaciones realizadas en efectivo * que superan los ****** dlares que *a reportaron por lo que solicito su apo*o para que me a*uden a aclarar la supuesta compra de vehculos en subasta * pagados en efectivo por $ ********* dlares * adems de que jams he tratado con la empresa IAA, Inc. Y CONFIRMO QUE SE TRATA DE UNA SUPLANTACIN DE IDENTIDAD, *a que solo me estn informando las operaciones 000-29532126,000-30380586, 000-30418866, 000-30521423, que en lo personal no me aportan ni dicen nada * de la misma forma les ratifico QUE NO RECONOZCO Y NUNCA HE TENIDO TRATOS CON ******************* con domicilio en ******* *****.
  
  En todo caso pido de la menara ms ******* que dichas operaciones las reporten a nombre de ******************** que es con quien ustedes tuvieron trato * me deslinden por escrito en papel membretado de la empresa IAA, Inc., de toda obligacin */ responsabilidad a mi nombre ************************** Ramrez
  
  Por lo que *********************** me aporten copia de la identificacin que proporciono el Sr. ******************** para realizar las operaciones en mi nombre * que en todo caso demanden o reporten las compras en efectivo ******** Beltrn * que le den seguimiento al robo de identidad por realizar operaciones fraudulentas.
  
  Sin ms de momento, me despido agradeciendo de antemano su atencin * apo*o
  
  
  Atentamente
  
  
  
  ************************** Ramrez
  

   

  

  Business response

  04/28/2022

  BB complaint #[16933040] 
  
  
  Hello,
  
  
  ****** ******************************************** is stating that he received a **** *** form from IAA, and he has never heard of IAA nor has he done business with us. According to our records ****************** has in fact done Business with IAA. He established an account with us on 06/22/2021. His Buyer number with IAA is ******. Attached is a copy of his registration form and his phot Id that was presented when the account was open. He has since purchased a vehicle with IAA on 03/15/2022.
  
  
  He was presented with the **** form because someone he sent to make a payment on his account. The payment amount exceeded #**,000. Below is a copy of the letter that was mailed out to him:
  
  
  The *** requires IAA to complete a cash informational report (known as a Form ****) when a transaction or related transactions exceed $**,000. The *** defines cash as currency and cash equivalents, such as money orders or cashier checks with a face value of less than $**,000. The form is for information purposes only. There is nothing that needs to be done with the letter you are receiving. The amount on the letter represents a payment we received from you; it does NOT represent income to you. This letter does NOT represent a **** form.
  The form ****(informational report) has already been filed. This letter just serves as notice to you that the form was filed and your information was contained on it. The form contains both buyer and payer information for all parties that made payments for the transaction or related transactions exceeding $**,000.
  What identifies a Payer Letter versus a Buyer Letter?
  A Payer letter will contain a business name printed on the middle of the letter right above the date and amount. This business name will represent the IAA Buyers name whose account payment was posted against.
  
  
  Please let me know if there is anything additional needed from me.
  
  
  Thank you,

• Initial Complaint

  03/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I dropped off my vehicle at Sunset collision body shop. Sunset illegally released my vehicle to ****** Insurance who had IAA pick up the vehicle and store it illegally. I would like my vehicle returned to me ASAP.

  

  Business response

  03/07/2022

  BBB complaint #******** 

  Hi Marcel,
  
   Thank you for your email. After speaking with the branch manager and viewing the vehicle photos it shows the following. The odometer shown was the trip miles and not the actual miles.  It can sometimes be viewed differently and that is why we dont guarantee mileage in our auction rules. 
  
  If you have any questions, please feel free to contact me.
  
  Thank You,
  *******
  Buyer Care Supervisor
  IAA
  701 *****************, Suite 201 | *********, ** 60523
  Toll Free ************ | International: ************
  Website www.iaai.com
  Customer Support Hours | M-F, ************* | Sat, 8:00am-5:00pm CT

  Customer response

  03/08/2022

   
  Better Business Bureau:

   

  Their response has nothing to do with my issue. They are currently holding my vehicle without a release from myself the owner. I would like the paperwork provided with my signature that allowed this vehicle to be towed and stored on their lot. I would also like my vehicle returned. ****** insurance was the ones who contacted them about my vehicle. ****** is not my insurance and has no legal rights to the vehicle I submitted pictures for. 
  
  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

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Genika E 1 star 02/21/2022 My car was repo to their lot. I paid for the car before the car made it to their lot (so they say). My daughter picked up the car and we didn't know to look in the "box" of things for ALL of our belongings. I'm not understanding why they went into the car when it was paid in full before it got to their lot. I didn't arrange for a pick up for my things, they went into my car and stole my garage opener, my magnet for my phone (which is unless without the other part that's on my phone), and my daughter had some ******** in the trunk which are missing as well. The representatives were very unprofessional and actually hung ** in my face because they were lying about what was in my car. This place should be shut down because all they seem to do it steal people's belongings and get away with it. They need to be stopped ASAP!!!!

  

  Business response

  03/07/2022

  BBB complaint #********
  Thank you for your email, to be able to better assist you with this complaint can you please provide me with the vehicle VIN number and if possible the branch it was tow to. This information will  help me to get to a resolution on this matter and I will reach back out to you after the investigation on the matter. . Thanks again
  

  Customer response

  03/08/2022

   
  Complaint: 16807567
  
  I am rejecting this response because: I'm waiting on the results from Head Quarters to tell me what they are going to do about my missing items and their terrible customer service
  
  Sincerely,
  
  *************************

  

  Business response

  03/14/2022

  BBB complaint #********
  Thank you for your email, I truly understand your frustration but  to be able to better assist you with this complaint can you please provide me with the vehicle VIN number and if possible the branch it was tow to. This is the headquarters department that handles all or any BBB complaints that *** come in. This information will help me to get to a resolution on this matter and I will reach back out to you after the investigation on the matter. . Thanks again
  

  Customer response

  03/14/2022

   
  Complaint: 16807567
   
  I am rejecting this response because:  I have provided all of the information that was requested to Mr. ***************************** and I feel they are not trying to give a solution to the issue.  They are responding with the same answer each time.  Where is the accountability to the company and the workers that were very unprofessional.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lot#******** is unpaid yet and the car is still at the branch at CA North Hollywood. My dealership placed a call to the branch letting them know that the mileage might have been reported inaccurately, of which the branch admitted to it stating it was mileage trip and a mistake. The branch read the actual mileage on the car/title which is a little above *****, ***** higher than what IAA mistakenly listed as actual (of course it wasnt actual). The rep at the branch detailed two options, the branch would take the car back or could reach out to the seller for an offer. My company asked to know the offer first before deciding. A follow up today revealed that the branch cant take the car and would not give an offer. IAA has made these mistakes in the past, alluded to it and there have been amicable resolutions, this isnt seemingly the direction, and would need some help on this, my company shouldnt get punished for their admitted mistakes. A claim #******** has been filed with their customer service, and the branch should have a copy of it as well. Hope this gets resolved.

  

  Business response

  03/07/2022

  BBB complaint # 

  Hi Marcel,
  
   Thank you for your email. After speaking with the branch manager and viewing the vehicle photos it shows the following. The odometer shown was the trip miles and not the actual miles.  It can sometimes be viewed differently and that is why we dont guarantee mileage in our auction rules. 
  
  If you have any questions, please feel free to contact me.
  
  Thank ********************************* Supervisor
  IAA
  701 *****************, Suite 201 | *********, ** 60523
  Toll Free ************ | International: ************
  Website www.iaai.com
  Customer Support Hours | M-F, ************* | 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. ↩