BUYER COVID-19 FAQ’s
Frequently asked questions about IAA's response to COVID-19.
1. Are IAA locations still open? And if so, why?
IAA is identified as an ‘essential business’ which allows our branch locations to remain open for business to support our industry and community of buyers and sellers.
Our organization plays a key role in keeping our roadways clear and safe for travel, and assists in providing auto repair shops the parts needed to keep vehicles on the road.
2. How can I get updates on what branches are closed?
While all our over 200 branches are open, we realize State mandates are changing daily. We recommend calling the branch first before visiting.
3. Can I still go to preview a vehicle I want to purchase?
The safety of our customers and employees is our top priority. In accordance with the best practices recommended by the CDC, preview days at all locations have been suspended. Vehicle preview days will soon resume at some branch locations, and this varies based upon mandates and re-opening guidelines set forth by local government. Live buyer preview will be allowed the day prior to the auction and will now be from 9 a.m. to 3 p.m. Please refer to the State roll-out list below. To note – there is potential for frequent updates and changes to this list, as government mandates are ever-evolving State by State.
|JUNE 1||JUNE 8||JUNE 15||JUNE 22||JUNE 28||Temp Hold|
4. Can I attend live auctions?
The safety of our customers and employees is our top priority. In accordance with the best practices recommended by the CDC, we have stopped all live auction attendance across all our over 200 locations. IAA is shifting our auction to a digital platform. Learn more about IAA AuctionNow.
5. Now that I need to buy online, do I have to pay internet fees?
We understand that buying online is a change for IAA customers. Our standard fees will apply to all purchases made online. Learn more about IAA AuctionNow.
6. I purchased a vehicle, but I am unable to pick it up. Will you be waving storage fees?
IAA will be reviewing each situation on a case by case basis. Please contact IAA Customer Support (via Chat, via phone, via email), and we will look into your account and specific vehicle(s).
7. If the vehicle I buy online doesn’t look like the pictures, can I return it/renege/back down?
Please make sure to use all our tools to review vehicles prior to bidding and buying. Great information is available to our buyers FREE OF CHARGE including IAA 360 View, IAA Feature Tour, IAA Engine Starts, etc. Check out all our great buyer tools.
If a vehicle does not have the 360 View feature and you are concerned about the quality of pictures, please feel free to contact the branch directly for additional information. The branch manager’s email can be found on the branch location page.
8. Are you practicing social distancing at the branch locations?
IAA’s family of companies are continuing to strictly follow the best practices outlined by the Centers for Disease Control (CDC) and the World Health Organization (WHO).
The safety and well-being of our employees, partners, and customers is our top priority in the midst of the COVID-19 global pandemic.
We have implemented new health and safety guidelines at our branch locations to align with government, State and municipal protocols.
9. What other safety measures are you taking in at the local branch locations?
All our IAA branch locations are strictly following cleaning guidelines outlined by the Centers for Disease Control (CDC) and the World Health Organization (WHO). This includes limiting the number of individuals in the branch to one per Customer Service Representative, requesting anyone not feeling well to not enter the branch and providing ample cleaning supplies to allow for continuous cleaning of frequently touched surfaces in the branch.
10. I live in a different country-what if I can’t get my vehicle shipped?
We are actively monitoring port closures and transportation issues across the globe. IAA will be reviewing each situation on a case by case basis. Please contact IAA Customer Support (via Chat, via phone, via email), and we will look into your account and specific vehicle(s).