If I could give this place zero stars I would ... my vehicle was impound and I made an appt today at 12:30pm to pick up my vehicle i got there at 11:30 mind you I was way too early for my appt.... I didnt leave until 2pm ... one of the ladies asked me if I wanted to make another appointment for another day like why would I... dont have people making appointments if they are going to be waiting more than 30 minutes max its ridiculous

They stole stuff from my car !!My car was totaled so my insurance had it sent here. I already called before hand saying I was coming. The day I went to pick up my belongings, they had already touched all my stuff and put it in a bag. My Swarovski sun visors were not there and I hope they did not steal anything else from me. Shame. Bunch of low life’s working here.

Not a good place they handle other peoples property very poorly and have no respect for other peoples stuff staff is very rude all around bad place from my point of view

A lot of people have the same issue I did but bought a car with no damages and I got one back with no bumper or tailgate, seems as if the forklift damages them and they won’t do nothing about it . The office manager said we would be getting a check for damages, and when we called she would never answer the phone . ( mind you we are coming from New Orleans) when we showed up to the office she lied saying she never told us nothign about a check and then proceeded to lie . She then escorted us out and we are sitting with the car damages

Long line but the people were helpful. Its an auto auction. Pack your patience.

Racial discrimination against Blacks is so pronounced here. It is even more frustrating that no one cares to listen to you. There needs to be continuous training on diversity and inclusion for their employees, not only when dealing with coworkers but customers as well.

Zero stars Vehicle was towed here after a accident for inspection, they stole radio and other stuff from inside and changed out a brand new battery to a old one from 2016 not even the same name brand I wish I would have known where my vehicle was going to be towed to so I could have read the reviews

Worst IAA experience EVER!! If there were 0 stars to rate, I would do so but 1 will suffice.From only having 2 reps work front office, to terrible organization in the back to pull out vehicles. By far the WORST experience ever at This Houston location.

Forklift driver damaged the whole front end of my vehicle and IAA won’t do anything about it . Terrible customer service regardless of how much business you’ve done with them.Edit : they still never did anything about the bumper damage, and recently I purchased another truck from them where the listing showed the tailgate and when I go pick up the vehicle the tailgate is gone. Ridiculous . Now I need to spend another $700 on a tailgate!

Very disorganized and they could better their service in assisting customers. Security guard, I believe his name badge stated Mean Gene was very unprofessional in de-escalating by using vulgar language and letting anger get to him. Coaching Definately needs to take place. But in the end of the day, I dont believe IAA even cares.

First time going to this auction and the lady took got care of me. Very nice people.

Storage yard, took some of my personal items, left me waiting for an hour to get in my vehicle. About what you expect at an auto storage yard.

Excellent 👍🏻

Very good thanks

Getting better services

Terrible customer service the lady at the short counter was very rude and short with words one of the worst experiences I ever had at an auction.

I recently signed my dealership with IAA and have never bought a vehicle there, however in the past couple of weeks I started putting pre bids on some vehicles trying to win one with the lowest possible price since the clean retail market is going slow.Last night I was putting some pre bids on few vehicles and all the sudden I received an email saying that I have bought a vehicle through the buy now option which I never done or clicked on!!I went to the branch and explained everything and wanted to speak to the manager and I was told that he/she is very busy and would not want to talk to me because front desk knows the rules. I was also told to contact customer service and they would be able to help, I did call them and reached an rep after waiting 40 minutes and it felt like I was talking to an answering machine.They are super strict with their rules and would not realize that was system error!Check yourself 3-4 times before you do anything on your account and try to take screenshots.

Great friendly service.

These people made it very clear they dont care. Went to pickup 1 car and it took over 3 hours. Like another driver said first time there and last.

Good customer service 👍

Theyre very helpful

They are slow because of too many people

Little slow make u stand outside while its raining like a herd of cattle let one to 2 people in at a time

Sometimes quick Sometimes long lines, you never know

I got a title loan thru titlemax on 05 buick rendezvous have a system in it with my $160 tool set and they told me titlemax have them take it out if its not bolt down I call titlemax and asked and they said that they dont have them do that and told me they will call me back after the contact the Are GM .My truck was there for two to three weeks they assumed I wasnt come back for my truck and and they took my toolset a 2500 amp 2 10 inch speaker box out of my truck and titlemax didnt put my truck up for auction they was giving me time to get the money for my truck and I did get truck back with my toolset and New jumper cables my 2500 watts amp and 10 inch speakers

It’s only by appointment but no one answers the phone guess I got to use my money to go buy another car no worries

Vehicle was brought here by Progressive Insurance, after receiving my vehicle, I am missing a ton of things. Dash cam, dongles, knifes, etc. They took the liberty of just yanking the cord of the dash cam when they could not uninstall it like a thief with half a brain would. Bafoons. No help from either party. POS

The Best

One of the worst places to go waited over two hours just to get my belongings when i had an appointment, the staff are half the time distracted doing there own thing, i went to my appointment just to get half my items and they asked to do another appointment to get the rest of my belongings

This auction is very bad auction I buy a car week ago and since today’s days start to charge me fees storage fee every day $40 we we choose the auction transportation from Florida to make sure we’re gonna avoid the storage fee even take two days late after they scheduled to pick up the car and then they start charging us a fee every day $40

They just lost $20,000.FIRSTCame to check the truck, they said the truck starts but when I got there it wouldn’t start. Asked if I can get a tow truck in there to jumpstart it and they kicked me out.SECONDThere is a black lady at the front desk who was filing out the inspection form.... she was eating chips at 8:30 in the morning, she would fill out a field then stuff her mouth with the chips, fill out another field and stuff her mouth with the chips again. Chips crumbs all over her stomach and the table, her keyboard is freakin shiny from grease it’s almost blinding. She then puts TWO.... not one but TWO fingers in her mouth to lick off the grease from the fingers and wipes them agains her pants. Guess what is next? She drops my ID on the floor, instead of squat she turns around bends over and showed me her hairy crack... I’m not kidding guys, they are that professional. So she finally gives my ID and it is covered in grease. VERY UNPROFESSIONAL. With that experience I told myself I rather loose a truck then do business with these guys, hopefully the management will see this review and do something about it. VERY DISAPPOINTED 😔

The process is kind of crazy

Beware of this place! My vehicle was brought here by my insurance after a wreck and when I went to retrieve my personal belongings, my vehicle had been ransacked and my AirPod Pros were missing, along with my expensive name brand Sunglasses, chargers, and money. The employees refused to talk to me and told me to contact my insurance agent and gave them contact their branch manager. Im still waiting to hear back and will be contacting the BBB and also be making a police report.

Ridiculous policy. My car was towed from my home to this lot. When I paid my loan off in full I had to wait 4 days to pick up my car. Then after 2hrs of waiting at there office they take me to the lot and tell me my car wont start. It was running before they towed it. Calling cooperate office.

Always friendly the staff members

If I could give them no stars I would. They did not great provide customer service. I waited for 50 minutes after an appointment that was set for 4:00 to get my personal items. When they bought out my items they were thrown in the box. I pray I dont have to ever deal with the place again. This was done to me and I was very calm and kept a smile on my face. I understand your job is to deal with rude customers but when you have nice and patient customers such as myself. I feel that you should have great PR when it comes to those types customers.

Fees are going crazy plus all audio system in car gets stolen by staff

Slow customer service and no restrooms for months now

Super clean very good food

Social distancing and fairly fast

Farrah khan was very helpful and I was able to get assistance in one trip thank you.

Very bad service, worst customer service i have ever seen. As i write these, i am seating here, not very busy but it seems nobody like to work, pushing me from one counter to the other and each one complain why the other person did not help me, like they have issues with each other and i have to pay back for their problems.Absolutely no respect for their customers .I had many more bad experiences before too.

IAA keep raising charges... And it plays politics: big dealers dont declare what is wrong with vehicles, but small dealers are to declare everything.. rude. Inaccessible managers n rude clerks

If you go here be prepared for a long wait along with the fee not a enjoyable place to be.

My vehicle was repossessed for the first time ever. I had no idea what to do and was freaking out. I needed my car ASAP and I wasn’t aware I couldn’t get it the same day. Arcelia was able to fit me in the next day and was very nice. She explained to me it would take about 45 minutes to an hour to get paperwork signed and get my vehicle back. When I went there today, the nice lady couldn’t find me on the schedule, but asked politely for my information. When she took me to my vehicle, she asked me to make sure everything was where it suppose to be. Which it was. I was out within 30 minutes. I’m so glad I had a good experience.

After my car being totaled and taken here,I needed to get some personal items out. The lady(far right hand side of counter) who helped me was very efficient and pleasant. I only waited about 15 minutes to called to be taken to my car. The guy who drove me was very nice and helpful on finding the car and loading items. After reading all the negative reviews I was nervous about coming here but can honestly say I had a pleasant experience!

Good customer service, didnt wait too long to get a car. They loaded me with a fork lift, I strapped the car, and left. Pretty simple experience. Keep up the good work!

I arranged to have my totalled car picked up by this company last week. They were supposed to come between 8-12, so I made necessary arrangements with my job and landlord. I get a call at 3 saying it will be tomorrow. I spoke with Maria and Ariel I believe who were both extremely rude and unprofessional. Worst experience ever.

Management sucks at this location. They ripe people off. I bought a car from this auction, which they damaged after I won the bid. When I went to get the car, It didnt look like the way it was in the pictures when I won the bid. They damaged the car pretty bad after I won the bid. And before I pick it up. I went to talk to the manager, the front end lady went to tell him, he said he was busy. Well, we all are busy, he isnt any busier than anyone who buy from this auction. It is not professional to reply in such an answer. So, another manager named Helen came. I showed her the pictures of the damaged that I took while the car still sitting on their lot the car, versus the pictures they posted on their website. After she saw them, she went to talk to the manager who said he is busy. After she came back, throw the paper on the counter and said we cant do anything for you, you are responsible for the car once you buy it while she is laughing like a five year old that she was able to ripe me off. How am I responsible for a car they damaged while it is still sitting on their lot? and If i am responsible for it, then they vandalized my car because it wasnt like this when I bought it. So basically, they can damage the car after you win the bid, and you are responsible for it. This ridiculous, they have no business ethics, they arent honest about what they sell to make buyer place higher bid so they can make more money. I called the cops and willing to take my case to court.This is a real review and I have documents to support my claim.

For exampleANNOUNCEMENT: RUN AND DRIVECAR : BAD ENGINEARBITRATION: NO AS-IS (because you cant protect rights)DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE-DO NOT BUY A HERE

Worst auction ever I been. Too

This a very good place to buy cheap cars. Not a good place to sell, unless you are selling junk cars.We are for sure not selling here..

Nice people, excellent service!

Bad service, more than 5 hours between payment and pickup the truck.

Poor communication from this business and have absolutely no clue what they are doing. Avoid at all costs if you can.

This are the rudest people you can find. Poor customer service. Went to pick up car on friday said they could not release it charge 40.00 a day for storage is not open on the weekend. Went to go pick up car Monday charged me 40.00 more dollars because the car was still there that morning. Please explain how that is fair when I could not pick it up until Monday. Paid 120 in storage. RIP OFF. Rosalie say she is in charge so I assume she allows the poor customer service. Of course she is rude also.

Its just all right

This is a horrible location full of deceit and not disclosing vehicle damage such as hail damage, how do you miss a hail damage?. Bought a car over there and they didnt disclose the hail damage that was obvious, called Manager Alvin, all he could tell me is that they not responsible. Will never buy at this location again.

Love this place. Awesome Pizza!

If I could have given this auction 0 stars for their atrocious customer service I have defiantly would!!! People working there can not communicate at any level and have no idea what are they doing!!! They are not qualified employees but rather bunch of clueless zombies. Horrible experience!!!

My truck flooded in Houston and was towed here. Went to gather my things and everything was completely gone! My hats, work clothes, phone, boots, wives jewelry, purse, papers/documents EVERYTHING swept clean. Although it is deemed totaled it has not been paid off by insurance yet, I am still paying the truck note as if I’m driving it therefore it is MINE. Including all personal belongings! The manager refused to review cameras stating that’s not something she has access to. And normally personal belongings are put in a box for us to retrieve but there wasn’t a box with our name or truck in their inventory. The only personal item found in my truck was my marriage license ripped to shreds and thrown in the bed of the truck soaking wet. Management stated their not “confirming nor denying” that they’re employees took anything but pretty much I’m SOL. HORRIBLE PLACE.

Great auctioneers, online system is fast and easy.

Absolutely agree with everyone else saying that people are rude over there. Just rude would actually be fine but theyre ineffective too and each one you see is the king of not my job. Came in at two oclock yesterday, saw bout 15 people waiting for their cars. After they made sure the vehicle Im about to pick up is paid for and took a copy of my drivers license I was told to come back at four oclock because the vehicle was not ready. Came back at four oclock, was verbally attacked by the security guard saying they wont be pulling anymore vehicles out because theyre backed up. Hey thats not a reason to curse at me. He wanted me to back up the one way dead end street, while there are other vehicles behind me. After I managed to back up out of there I went back to the office, only to see the same 15 people waiting in line and was told again that since they are backed up I was to come back in the morning. The business is obviously mismanaged, thats why the employees do what theyre best at -running the clock. They also lack the space needed for this kind of business. They actually make several big 18 wheel car haulers drive bout 900ft this narrow one way dead end street then, after loaded, drive in reverse same 900ft onto a busy avenue, while there are other trucks trying to get in. And of course dont forget about having to back up onto that busy avenue(w mt Houston, speed limits 35-45mph). This is just plain unsafe, for their employees, for me, for anybody driving down west mount Houston. When you sell hundreds of disabled cars, you know youre going to have to load them up on a bunch of big trucks. So instead of making sure they have plenty of room to operate, IAA just crammed 4 big fork lifts on top of that cluster*ck I described earlier and what they dare to call a business.

If anyone remembers Otis from Martin Lawrence Show, his protege is working this location as head security.

They damaged my vehicle and said it was my fault by fork lift? Dont want to fix it and they just charge money even when they are at wrong, bad service and super bad fork lift people working there, no care, no taking care of property that was paid for, insurance company please take Picts of vehicles going in as they say it was your fault to!

Not here for auction, I had to get some belongings out of my fiances car. Staff took a short minute to get with us, but it didnt look like we were being avoided. They brought the car out shortly after and getting the personal items was not a problem.

So it is the 3rd day i have come to this place to pick up a car I won, and I still have to comeback tomorrow because after waiting 3 1/2 hours each day I have not been able to retrieve my car. While i a waiting I see how much damage the forklift is doing to all the cars, I hope my car even runs after they mishandle it.ANY 5 star rating for this place is an absolute lie.

This auction sell vehicles with catalytic converter sawed off. 2nd in the last two weeks

Simply here to turn in a replacement title for a donated vehicle. 35 minutes in line. All desks behind the counter were occupied with employees who worked at a pace they saw fit. Promptly assisted friends who knew to walk up behind the line and directly to an ostensibly busy csr.

Great cars available at cheap price.

Great place to buy insurance vehicle for the low low.

Smooth transaction.

Hostile employees, unfriendly treatment and absolute zero in service.

They take forever to answer the phones, when they do the staff not well trained to answer simple questions, Was on hold 30 min then told to call back the same number I called lol. I guess they thought I would get a different rep who could answer my questions better

Always good but the car had a blown head gasket

Agreed worse place ever the first time my car was repossessed and I came to pick it up I was missing a two ton jackand they said that wasn’t one when clearly the handle to it was still in the car the second time they got the car i went to get my belongings and I told the guy last time I was missing a jack and he told me well nothing should be miss cause I got everything thing out but I had my iPad and 3 vape mods in there I only found two and my iPad was no where to be found I called them and I heard the lady in the background talking saying it’s not listed in our inventory or course why would a theif list something he wants she also was telling her that she’ll show her how to handle it next time someone calls about their belongings missing really shady place I hope it gets closed down

Excellent customer service, good prices, very well organized,my only problem no restrooms available for my drivers.

1 hour and 45 min waiting to picked one car, guys at the loading area letting others jumping the line and palying music and watching facebook and any other activties but not bussines. Worst place tu pick up a car.

Never answer their phones, goes straight to the machine and this is their branch number... waste of time

I completely agree with the other comments. Horrible they can’t find the truck I bought they said that I had already pick it up. The worst customer service. I won’t do business with them ever again.

Waste of time. Its the worst action ever been! Zero customer service! I waited over 3 hours to get 1 car out. They should hire more loaders with Forklifts to load the vehicles, otherwise they should sell so many vehicles.sombody from the corporate office should do something!!! Not just collect the money from buyers and sellers! Very disappointed!

Delicious food great service

Need improvement!

Great customer service friendly staff

So bad custumer care.

There was very helpful

Good

They never answer their phone waste of time and money

Friendly staff quick turnaround time

Good system

I’ve called 15 times throughout the day no department picks up I’ve called 3 days straight 10-15 times nobody answers horrible customer service

Purchased a used car from here. There employee bid on it for me and my husband whom is now deceased from cancer. Weve never received our paperwork to our 300 Gold Chrysler, now everything is left up to me. Were is this employee that bid on this car for us? Where is our paperwork? What am I supposed to do now? I NEED HELP FROM THIS COMPANY, WHERE IS MY PAPERWORK, WHERE IS YOUR FAT EMPLOYEE THAT SOLD US THIS CAR, WHERE IS OUR BILL OF SALE PAPERS!! OUR LAST NAME IS RAGSTON!! WE BOUGHT THIS CAR LAST YEAR IN 2018 OF OCTOBER!! PLEASE RESPOND!! PLEASE FIND OUR PAPERWORK!! WE PAID FOR EVERYTHING ON OUR BEHALF, NOW WERE IS THIS BIDDER FOR OUR CAR, AND WERE IS OUR PAPERWORK!!?? MAYBE YOU ALL WOULD LOVE TALKING TO MY LAWYERS FACE A LAWSUIT AS SOON AS POSSIBLE!! SORRY BUSINESSGREEDY EMPLOYEESRUDE EMPLOYEES

Their customer service is not helpful at all. it s more convenient to hang up on you, if there is an issue.

Good place to buy cars !!!

Purchased a car that said keys present and clearly visible in the pictures. Went to pick it up and the key is gone, stolen. They said its not our responsibility. What a load of crap, how is it not your responsibility? Its like buying a cup of coffee from Starbucks, being handed an empty cup by the barista and told ohh we are not responsibly for the coffee in it. I wouldnt buy the damn car if didnt have the keys or at least wouldnt pay what I did. Screwed me over and they absolutely DO NOT CARE!

Staff was friendly but they took everything out of my truck and put it in the back of the pick up truck.. So now my papers and car seat, etc.. All WET and RUINED.

Some times there is mislead in the details of vin# of the cars

Very unprofessional and rude representatives. Took hours to be attended to.

I bought a box truck from here that was listed as a “run and drive” but it didn’t even have a driveshaft!! And the manager was really disrespectful and did nothing to help. I will be talking to corporate.

Scam alert! The only way they’re still in business is because of auction fever. First part of the scam is they charge you $50 just to attend the auction! Even have the nerve to charge $25 for a preview! You see the cars up for auction on their website, but I got there late, so really didn’t get to check em out. They’re mostly wrecks, but they also get people hurting for $, or too lazy to sell by themselves. So one of the cars I’m interested in comes up. It was listed on their website as “starts & runs”, which means it starts & goes into gear on its own power. I bid low, figuring I don’t have much to lose. They have to call the buyer, because the bid’s so low, for him to agree to sell, & I end up getting it. Then I figure I can just drive it away, since that’s how they advertised it. But no! You have to pay a $55 retrieval fee for them to get it out of their yard! WFT!!! So I had to wait nearly an hour, & it’s very upsetting how they do this. A large forklift picks it up, moves it out & drops it in their outer parking lot. You can just imagine what damage this can do underneath the car. Immediately I notice the rear tire is totally flat, & there’s a big scuff mark on the passenger door. It gets worse! I turn the key & it’s totally dead! They will never help you, so I had to pull my car up to give it a jump. Takes about 15 minutes, then finally starts up. But I can’t drive it because it’s got a flat, & they’re ready to close. Next day I fill up the tire & take off. As I approach the street, I hear a bunch of grinding noise as I hit the brakes. I know there’s a problem, so I take it easy getting home. Turns out the brake pads were totally burned out! So now it needs new pads & rotors! Oh yeah, another surprise – as I’m driving, the gauges are going nuts & the headlights keep flicking on & off. I had to take it to a mechanic who had to replace some computer box. That was a whopping $570! There’s more! The battery doesn’t hold a charge, so there’s $100 more. It’s not over. Later I look at that scuff on the passenger door. Turns out it’s also a large crease! Now I’m furious, because I am positive this was not there the day of the auction. I even pull up the photos from their website to prove it’s not there. Apparently, the ex-con (probably) that “retrieved” my car with the forklift bumped it up against another car, & of course didn’t say anything. When I told the office about this, they refused any responsibility, as I should’ve told them as soon as they pulled the car out. How convenient for them!