I hate that State Farm uses them for towing. I've had two bad experiences with them in the last year. First, my engine stalled when we ran into a flooded street. IAA was called to pick up my car, as the insurance rep assumed my car would be totaled. Turned out, it wasn't, after issues with insurance getting an estimator out, which took weeks, IAA was contacted to tow my car to my auto repair shop for repairs. When my car arrived, my passenger side mirror was hanging off, and all of my floor mats were missing, and I couldn't locate my license plates. When I called to inquire, I was met with a lady with an attitude on the other end, who was able to tell me they were under the seat (after telling me they don't remove the license plates).
I called my insurance company to tell them about the mirror and floor mats, but I was told it would be too difficult to prove who was responsible, and basically wasn't worth making a claim.
Fast forward about a year later, my car was involved in accident. Again, my insurance company called IAA to pick up the vehicle. And it took WEEKS for them to pick it up. They first said they would come the following day, and no one showed up. The weekend went by and I got a call that they were gonna pick it up that day, no one was home and I hadn't left the keys so I rescheduled for the following day. The person I spoke with couldn't give me a time but assured me it would be that day. The day came and went and my car remained in my driveway.
We called IAA, and either got no answer or the run around. We called State Farm, they got the same response. Another week went by and we eventually got through to a manager after refusing to be transferred AGAIN. The manager looked in the system and acknowledged my car should've been picked up weeks ago. He assured us that the car would be picked up the next day... Again, the day went by and the car remained in the driveway.
Finally 1-2 days later a driver called me and told me he was en tour to pick up my car. This time... it was the truth.
This was such a hassle; because it took so long to pick the car up to be inspected, I maxed out the number of days I could keep my rental before being able to find a new vehicle, since it was deemed a total loss.
IAA is VERY unprofessional. read more