COMPLAINT FILED 09/01/2026
Waheed R
“We are a licensed automotive dealer based in the Sacramento, California area, and we have been a long-standing customer of OPENLANE since the CarWave days. We were among the first dealers to work with the company after that transition and have purchased more than 800 vehicles through the platform. Because of this long-standing business relationship, we are extremely disappointed with how this particular case has been handled.
When the truck arrived at our lot, our mechanic discovered that the axle was completely missing and that multiple pieces of axle hardware and components had been disconnected or removed. The condition of the vehicle was so unsafe that our mechanic could have been seriously injured while attempting to inspect it. This was not a minor mechanical issue that could reasonably have been discovered during a normal test drive. The vehicle could not be safely driven in its condition upon arrival.
At OPENLANE Arbitration’s request, we transported the truck to a dealership for further inspection. Transportation for the two trips between our lot and the dealership cost approximately $450.
The dealership’s inspection identified additional serious mechanical concerns, including:
Missing axle and associated hardware/components.
Failed transfer case.
Additional significant mechanical concerns.
Metal/debris found in the transmission fluid sample.
The vehicle could not be safely driven by the dealership’s technicians because of the missing axle and its unsafe condition.
The dealership ultimately recommended reinstalling an axle so the vehicle could be brought back for additional diagnosis. We then spent considerable time and money attempting to source the correct axle. We ordered four different axles, but none fit because the truck had been lifted and modified, making the correct axle application different from that of a standard vehicle.
This process resulted in substantial expenses, transportation costs, diagnostic costs, time spent attempting to identify the correct components, and lost business for our dealership.
The dealership’s inspection and repair estimate totaled approximately $17,000 in costs and anticipated repairs related to diagnosing and addressing the vehicle’s condition. Despite the seriousness of the reported condition and the documented expenses involved, OPENLANE offered approximately $1,400 toward resolving the matter.
Our concern is not related to a minor repair or normal wear and tear associated with a used vehicle. The truck allegedly arrived with a critical drivetrain component missing and associated hardware disconnected, making the vehicle unsafe to operate. Additional major mechanical concerns were subsequently identified, including a failed transfer case and metal/debris found in the transmission fluid.
We have also been frustrated by the handling and communication surrounding the arbitration process. Despite our long history with OPENLANE and the substantial number of vehicles we have purchased through the platform, we do not believe the seriousness of the reported safety and mechanical concerns has been adequately addressed.
We are requesting that this case be escalated to a senior arbitration manager or other management-level representative for a complete review.
We are prepared to provide supporting documentation, including:
Dealership inspection documentation.
The approximately $17,000 dealership bill and/or repair estimate.
Transportation receipts totaling approximately $450.
Documentation and photographs showing the missing axle and disconnected hardware.
Documentation regarding the failed transfer case.
Transmission fluid/oil inspection results showing metal/debris.
Documentation regarding the four axle orders that did not fit.
Any additional photographs, videos, invoices, or mechanic statements requested.
Given the circumstances and our extensive purchasing history with OPENLANE, we believe this matter deserves a substantially more reasonable resolution than the approximately $1,400 currently being offered.
We are requesting a complete management-level review of the file, including the inspection findings and supporting documentation, along with a written explanation of OPENLANE’s proposed resolution.
We would like to resolve this matter professionally and continue doing business with OPENLANE. However, we believe this case requires a serious and thorough review based on the reported vehicle condition and supporting documentation.“
AUCTION RESPONSE/UPDATE:
[IN PROGRESS]
COMPLAINT FILED 08/25/2026
Jeff P
“I have purchased approximately 50 vehicles through OpenLane over the years, with some positive experiences but mostly negative experiences. My most recent purchase was based on OpenLane’s on-site evaluation, which indicated there were no issues and no codes.
When the vehicle arrived, the first thing I did was scan it. A permanent stored code, P1217 – Engine Temperature, was present. A permanent code like this would have raised questions about whether the vehicle had actually been scanned as indicated.
I then checked the vehicle and found a pure white, milky substance in the radiator. I drove the vehicle a short distance and the temperature gauge began overheating.
The OpenLane inspection report stated that the evaluator had driven the vehicle. If that was the case, I would have expected the overheating issue to have been noticed and disclosed, but there was no mention of it in the report.
I submitted an arbitration claim, but my concern was not simply whether the head gasket was blown. My concern was that the vehicle appeared to have been misrepresented in the inspection report, including the absence of reported codes and the reported road test.
I requested to speak with a supervisor but was informed that the arbitration representative handling the claim was the final decision-maker. I also attempted to contact my representative, Justine Nimmo, by email and text but did not receive a response.
The arbitration representatives I dealt with included Daniel Chiaravalloti and Richard Magnotico. I was directed to contact my representative regarding the matter, but I have not received a response.
After purchasing approximately 50 vehicles through OpenLane, I am extremely disappointed with how this situation was handled. My concern is the accuracy of the inspection and the lack of meaningful escalation when I raised those concerns.
Buyers should carefully review the condition reports and perform their own inspections as soon as possible after receiving a vehicle.“
AUCTION RESPONSE/UPDATE: OPENLANE was given an opportunity to respond and provide clarification regarding the dealer’s concerns by August 31, 2026, at 12:00 PM EST. No response was received by the stated deadline, and the complaint has been updated to No Response Received.
[NO RESPONSE RECEIVED]
COMPLAINT FILED 08/12/2026
Nathan H
“Purchased a 2017 Ford Expedition through OpenLane. I drove the vehicle shortly after it was delivered and immediately noticed a significant transmission issue, including severe shuddering and the torque converter not staying locked into overdrive.
I submitted a claim and was told the most OpenLane could offer was a $300 credit toward a future purchase fee. I have paid thousands of dollars in fees with the auction and have also regularly paid for extended coverage to provide additional protection.
I have also recommended the platform to many other dealers, which makes the way this claim was handled particularly disappointing.
The OpenLane condition report stated that the vehicle had been driven up to 50 mph with no issues noted. Based on the severity of the transmission shudder I experienced immediately after delivery, I question whether the condition was accurately represented. The vehicle shudders to the point that the vibration can be felt throughout the vehicle.
I am very disappointed with the resolution offered and with the lack of support I received regarding this issue. I believe the transmission condition should have been identified or disclosed in the condition report.”
AUCTION RESPONSE/UPDATE: 8/14/2026 – OPENLANE provided clarification regarding its high-mileage transmission arbitration policy and upheld the claim denial. Nathan advised that the response was not sufficient, so the complaint remains Unresolved based on the information currently available.
[UNRESOLVED]
COMPLAINT FILED 08/12/2026
Brian M
4.5 CR — The vehicle was significantly misrepresented in the condition report. The entire car appears to need repainting. The clear coat is missing from most of the top surfaces, with scratches in other areas. The top is also badly stained with what appears to be bleach marks.
The interior has stains on the carpet, and the A/C control is not working. The drivetrain has not yet been fully inspected, but there is an obvious exhaust leak.
Based on the condition we received, I would not sell this vehicle to another dealer without disclosing these issues.
Given the condition of the vehicle, I am concerned about how it received a 4.5 CR.
AUCTION RESPONSE/UPDATE: 8/14/2026 – OPENLANE provided clarification regarding its Condition Report and arbitration decision.
[RESOLVED]
COMPLAINT FILED 08/03/2026
Chris A
“Following the resolution of my original arbitration dispute regarding a 2007 Lexus ES350, I became aware that OPENLANE had stated that a $500 goodwill concession had been offered to help offset my losses. However, throughout the arbitration process and in my direct communications with OPENLANE, I was never presented with the details of any goodwill payment, financial adjustment, or alternative resolution.
After learning of the alleged offer, I contacted OPENLANE to request clarification and was advised that a representative from the Arbitration Department would return my call. Unfortunately, I never received any follow-up communication.
This experience reflects a broader pattern that I encountered throughout the dispute process. On multiple occasions, I was told that matters would be escalated or that additional information would be provided, but those commitments were not fulfilled.
My concern is not only whether a goodwill offer actually existed, but also the lack of transparency and communication surrounding the matter. If a legitimate goodwill concession was extended, I believe the details should have been clearly communicated to me. If no such offer existed, that should be clarified as well so that the public record accurately reflects what occurred.
I am seeking clarification regarding whether a goodwill concession was formally offered, how it was communicated, and why no follow-up was provided after my request for additional information.”
AUCTION RESPONSE: None
As of August 8, 2026, at 12:00 PM EST, Auto Auction Review has not received a response or clarification from OPENLANE regarding this complaint.
[NO RESPONSE RECIEVED]
COMPLAINT FILED 07/25/2026
Hunter S
I purchased a Kia Forte on OpenLane that, according to the inspection report, had no mechanical issues.
When the vehicle arrived, it was blowing smoke from the tailpipe. At OpenLane’s request, I took the vehicle to a Kia dealership for diagnosis. The dealership determined that the cylinder walls were scored beyond repair and that the vehicle required a replacement engine. The estimated repair cost was $7,700.
I forwarded all of the documentation to OpenLane. An arbitrator informed me that OpenLane uses an internal labor rate of $95 per hour, despite not performing repairs, and stated that a used engine could be sourced from LKQ for approximately $2,100. Based on those assumptions, OpenLane offered approximately $3,000 toward the repair.
Unfortunately, I have not been able to find a repair facility willing to perform the work at a $95 per hour labor rate, and my actual repair costs are substantially higher. As a result, I am facing a significant financial loss and an extended period with the vehicle out of service.
I also learned that the seller had previously purchased the vehicle through Manheim and had reportedly attempted to arbitrate the same engine issue. Despite this information, OpenLane declined to unwind the transaction or take the vehicle back.
My concern is that the vehicle’s condition was not accurately reflected in the inspection report and that the arbitration process did not fully address the extent of the mechanical defect.
AUCTION RESPONSE: –
[RESOLVED]
COMPLAINT FILED 07/21/2026
Texas City Auto Brokers Inc. DBA Carnes Motor Company
OpenLane / BacklotCars – Refusal to Honor Arbitration or Unwind Deal for Major Undisclosed Engine Defect
I purchased a 2017 Mazda CX-9 Touring (Order # D827302, VIN JM3TCACY5H0135358) from Greenway Mazda through the OpenLane platform with a 5.0 CR
Immediately upon delivery via their transport, the vehicle began severely overheating and blowing heavy smoke. I promptly submitted a hydrocarbon test and later obtained an independent diagnosis at DeMontrond Mazda (Webster, TX). The report confirms a major undisclosed engine failure requiring a full engine rebuild/replacement at a cost of $8,585.17 — exceeding the purchase price of the vehicle.
I have:
• Offered multiple times to return the vehicle for a full unwind.
• Requested proper processing of the arbitration claim under OpenLane’s Arbitration Policy and As Described Guarantee (Section 15 of the Terms).
• Sent formal written demands with all supporting documentation.
Despite this strong evidence of a material defect, OpenLane has:
• Indicated the arbitration claim would be closed without proper adjudication.
• Ignored or failed to respond substantively to my formal demands.
• Continued collection efforts, including ACH attempts, forcing me to block payment to protect my rights.
This experience has been extremely frustrating and has damaged my trust in the platform. As a licensed dealer, I expect the buyer protections and arbitration process advertised by OpenLane to be honored, especially for significant mechanical issues discovered immediately after delivery.
I am requesting:
• Full unwind of the transaction (refund and vehicle return), or
• Proper reopening and fair adjudication of the arbitration claim with consideration of the independent Mazda diagnosis.
I have all documentation (diagnosis report, communications, etc.) and am willing to provide it. Please escalate this to the appropriate management team for immediate resolution.
AUCTION RESPONSE: OPENLANE maintains that the arbitration has been closed and payment remains due. The dealer continues to dispute the decision, citing an independent diagnosis confirming a major engine failure and requesting that the arbitration be reopened or the transaction unwound. No mutually acceptable resolution has been reached. (Updated 7/29/2026)
[UNRESOLVED]
COMPLAINT FILED 07/17/2026
Carl S
The vehicle was purchased with a 4.3 Condition Report (CR), with no paint damage noted in the inspection. OpenLane’s AI Damage Tool also indicated that no damage was present.
Upon delivery, the vehicle was found to require repainting on approximately four to five body panels, with no indication or notation by the inspector that repainting was needed. Photos have been attached. The AI Damage Tool highlights the observed damage in blue.
We requested a $1,600 adjustment to cover the cost of repainting the five undisclosed panels. The inspector’s only comments referenced “scratches,” with no additional comments or photographs indicating that repainting would be required.
We have provided the inspection photos from the OpenLane Condition Report showing the vehicle’s 4.3 grade. Additional photos of the actual damage can be provided upon request during the complaint review process. Thank you.
[RESOLVED]
COMPLAINT FILED 07/10/2026
Christopher A
Complaint – 2007 Lexus ES350 (3.9 Condition Report)
I purchased a 2007 Lexus ES350 from Openlane based on a 3.9 Condition Report that represented the vehicle as having no engine issues, no check engine light, and being drivable.
When the vehicle arrived, it came on a flatbed, would not start, and had to be pushed off the tow truck. Upon inspection, the engine had no compression, was smoking, and had a major oil leak. None of these significant defects were disclosed in the Condition Report.
After reporting the issues, Openlane Arbitration required me to pay out of pocket for a professional inspection and compression test. I promptly submitted the requested documentation, only for my arbitration claim to be denied with the explanation that the defects were “not covered.”
Jordan Tymes then advised me that he would escalate the matter, which ultimately proved to be untrue. During our most recent conversation, he informed me that his manager would not speak with me and that Openlane stands behind its decision.
This is now the third occurrence in approximately 60 days where I have received a vehicle with major undisclosed defects from Openlane. The repeated inaccuracies in Openlane’s Condition Reports have cost my dealership thousands of dollars and have significantly undermined my confidence in a platform that is supposed to allow dealers to purchase vehicles sight unseen with confidence.
AUCTION RESPONSE: OPENLANE maintained its arbitration decision and previously stated that a goodwill concession had been offered.
[RESOLVED]
COMPLAINT FILED 06/30/2026
David S
We bought a Ram trick that was inspected and had the as described guarantee for head gaskets, heater operation, ac, engine noise etc. Vehicle operation check, test drive check everything checked off as good. The only mechanical warning was exhaust modifications.
Vehicle arrived with no coolant, radiator hose blown out, freeze plugs on both heads blown out, heater not working, exhaust manifold ticking, and we cant even drive it to find out what else.
So we arbitrate the truck. We cannot perform a block test for head gasket leaks with the damage that is done. We have the truck sent to a dealer to verify this, at openlanes direction, the dealer confirms this. After this is confirmed, over 400 more dollars in expense, the arbitration team at openlane stopped contacting me.
It has been several weeks and they refuse to call or email. I have contacted them multiple times and have not heard from anyone.
How can customer service be this bad?
Michelle Dial arbitrator, manager is named Jose is all I can find out. Multiple calls and emails just not answered or promised to contact someone about it then nothing.
Dave.
Status: OPENLANE ultimately contacted the dealer and issued a partial reimbursement of $1,000. However, the dealer advised AutoAuctionReview that the payment did not resolve the primary issues raised in the complaint, which centered on poor communication, inaccurate vehicle condition reporting, and the handling of the arbitration process. The dealer considers these concerns unresolved.
[UNRESOLVED]
COMPLAINT FILED 06/12/2026
Steven H
AUCTION RESPONSE: No Response
[NO RESPONSE RECEIVED]
COMPLAINT FILED 06/11/2026
Steve S
AUCTION RESPONSE: Following escalation and review by OPENLANE management, the dealer confirmed that the matter has been resolved.
[RESOLVED]
COMPLAINT FILED 05/29/2026
Scott S
AUCTION RESPONSE: 6/12/2026 Case Note: OPENLANE stated that the vehicle’s Condition Report disclosed a lack of communication with onboard diagnostic systems, which limited the ability to verify hidden fault codes, battery health metrics, or dashboard warnings. OPENLANE further stated that battery failures on high-mileage electric vehicles fall outside covered arbitration parameters and that a goodwill financial concession was provided to assist with repair costs.
[RESOLVED]
COMPLAINT FILED 05/23/2026
Mohmednoman K.
AUCTION RESPONSE: 6/12/2026
Case Note: OPENLANE provided a detailed response stating that no mileage discrepancy was found, that the presence of secondary OBD connections was not indicative of odometer tampering, and that alleged hail and door/frame damage could not be considered because those items were not included in the original arbitration documentation. OPENLANE maintains that the arbitration decision was made in accordance with its review process and guidelines. The dealer disputes these findings and remains dissatisfied with the outcome. As a result, the complaint remains classified as Unresolved.
[UNRESOLVED]
COMPLAINT FILED 03/23/2026
Brandon T.
AUCTION RESPONSE:
[RESOLVED]
COMPLAINT FILED 03/23/2026
Paul C.
We just bout a Ram 2500 truck with a 5.0 Condition grade and it said the frame had a green check mark and guaranteed to be as described. The truck is eat up with rust and someone covered it up with spray paint. You can hit the bed and see the rust fall out from underneath. We tried to arbitrate with no luck. They said unless it has holes in the frame it was not covered.
Last 8: G158913
Date of Issue: 2026-03-10
AUCTION RESPONSE: – None
[RESOLVED]
COMPLAINT FILED 03/14/2026
S Sanaee
We put a bid in on a 2010 Ford Fusion for $400 starting bid on the auction. A few hours later I noticed that I had purchased the vehicle for $2,000. It’s a rough recon car. Very dirty, ABS, Trac, multiple CEL’s on. A backburner car to say, when things get slow.
I contacted my rep and he told me I placed a max bid of $4,000 (black book is $1200). Seller put buy it now for $2,000 and I apparently auto bought it. I asked him to look at the pictures and tell me if it would make sense for me to place a $4,000 offer on that vehicle. I expressed concern and to unwind the deal if possible. Three days go by with no update, until I check my bank and they are pulling funds out without permission.
After digging into the car a bit more, I found it is a TMU vehicle.
Autocheck is clean. Here are the CarFax readings.
11/27/2012 – 47,493
05/07/2013 – 53,383
08/28/2013 – 38,766
11/19/2013 – 45,016
03/31/2014 – 48,868
3/9/26:
Contacted rep once again and expressed concern due to the TMU. He claimed it was a clerical error and that he will dig into it and get this all sorted out. I reached out to the support chat asking what is the recourse for TMU, and still to this day, they have not responded. I opened an arb claim aswell for a paper-trail. He told me to call back by tomorrow afternoon.
3/10/26:
Never received call-back. Called my rep, asked what could be done. There should be a phone recording of him saying that it was a clerical error and the selling dealer could fix it within 72 hours. I don’t think he looked at the carfax on 3/9 until I mentioned that it is not a clerical error. Told me to call back next day and sort stuff out, but chances are I’m stuck with the car, as selling new car store refused to unwind the deal. Again, said he will continue looking into it for me.
3/12/26:
Contacted rep again for the last time this week. There was no update for me. He told me that his boss was out of the office until Monday, and nothing can be done about it until then. My arbitration time-line was 7-days from purchase. The car is still up at the new car store as it’s a few hundred miles away. He told me to drive up there and get it in the next few hours so I can make sure it’s got a good engine & tranny(this phonecall was at 1:30pm, and it’s a 4 hour drive).
It’s unfortunate. Luckily it’s not a cheap car, and not a $15,000+ vehicle. None the less, it is sour to feel like they don’t take anything seriously such as odometer fraud.
Last 8: AR227105
Date of Issue: 2026-03-05
Auction Contact: Jon Taylor
AUCTION RESPONSE: –
[UNRESOLVED]
COMPLAINT FILED 02/09/2026
Michael R
Openlane app without a question is doing fraud with independent dealers. We have screenshots of the highest bid which is $2100 and we NEVER BID any higher than there system says we won the car for $6800. We mailed to Openlane a dispute in writing. They maliciously reported this to auction access. We are unable to enter any auctions because of this and they have done defamation to us. We requested again a 2nd time to remove this from auction access and they refused. After buying 60 plus auto’s you would think they would treat a dealer better. Iam now seeking a attorney against them. My recommendation to any dealer DO NOT SIGN UP with them.
Last 8: LC153939
Date of Issue: 2025-11-22
Auction Contact: With Openlane legal now
AUCTION RESPONSE: None
Update: 2/25/2026 Complaint filed and served to Openlane. Case now in legal process; awaiting response and court progression
[RESOLVED]
COMPLAINT FILED 01/06/2026
Carl S
We purchased a 4.5 CR grade (Openlane’s CR grade) 2019 Hyundai Elantra on 12/10/2025 for $6000. We paid the $75 “AS DESCRIBED” fee also. When the vehicle arrived, it was determined the unit needed up to 8 panels painted, well over $2000 in bodywork needed. The inspector took photos of the panels that did not accurately describe the level of recon to repair (AND IT HAD A 4.5 CR)- the vehicle wouldn’t be any higher than a 2.0-2.5 anywhere else. Long story short and several emails with pics sent to Kyle, we were roundly ignored. Finally, we got ahold of Jay Kelim who wanted ANOTHER set of photos. Jay also told m e that the 4.5 CR was “computer generated” and there was nothing he could do about that. Additionally, because the car didn’t sell for $6001 there was nothing they could do. Why did I pay the $75 for the “AS DESCRIBED” guarantee then? Long story short, I want the car repurchased or $2500 to get the car repainted properly. The amount of time this has taken and being ignored for this long is inexcusable.
Last 8: KH402675
Date of Issue: 2026-01-01
Auction Contact: Jay Kelim and Kyle Kranz
AUCTION RESPONSE: 1/21/2026 “Although the deal did not meet the requirements our agent made the decision to help. The customer received an adjustment for issues that they did not qualify for. The conversations between the arbitration agent and the customer was very professional and productive.”
[RESOLVED]
COMPLAINT FILED 02/10/2025
Alex M
Had an arbitration for 2018 Silverado for transmission issues, along with transfer case issues that came out to over 6k in re[airs. The arbitrator, Michelle Dial, quoted a $2,000 credit even though the repairs on OpenLane side is over 3k, she displayed a lack of professionalism. She was unwilling to collaborate with me and provided a low estimate for the repair service for my vehicle. Additionally, she did not allow me to speak or explain my situation, which was quite unprofessional. I asked to speak to her supervisor and was denied.
Last 8: JG621179
Date of Issue: 02/12/2025
AUCTION RESPONSE:
12/17/2025 The buyer was offered a concession or a buyback after they opened the claim. The user has since removed their google review of the dispute. We performed a detailed review of the interaction that took place between this buyer and the arbitration agent. We concluded that the CSR’s behavior on the call was extremely unreasonable and composed.
[RESOLVED]
COMPLAINT FILED 05/13/2025
Mohammed J
Openlane inspector wrote that that catalyic converter is present which is a false… it has a missing catalyic converter. ($5000 lose). Filled an arbitration claim but nothing happend.
Last 8: GZ030028
Date of Issue: 2025-04-21
AUCTION RESPONSE: None
[RESOLVED]
COMPLAINT FILED 05/01/2025
Carl S.
On 5/1/25, I was alerted by Openlane that the vehicle above, a 2015 Ford F150 Platinum F150 had the price changed to $6000. This vehicle was an Openlane buyback; I have bought several previously. I was bidding on the vehicle on 4/30, and wanted to purchase the vehicle once the 15 minute time period had expired. When the timer hit 00:00, the ACCEPT button became blue, and I clicked to buy the vehicle. However, I was alerted that it was “sold to another user”. No time elapsed between the 00:00 and when I clicked ACCEPT. To me, this looked like someone had done something on the back end- no way I was “beaten to the punch” on this vehicle.
Then I took a look at the buyer who “bought” this unit. SpeedworX out of Tennesse purchased it for the $6000. If one takes a look, that is the dealer who arbitrated the first time, if memory serves, earlier in April. In fact, there is at least one picture showing ( I have several screen shots of the dealer’s sign and other tell tale photos) where the vehicle was located at the time of inspection and sale. It sure seems to me that there was a deal put together between Openlane and the buying dealer (who bought it the first time). Again, if I remember correctly, this unit was purchased for over $11,000. What is really disturbing is that no one really had a chance to purchase this unit once the high bidder didn’t buy it during the 15 minute exclusivity period. This seems incredibly dishonest and reeks of “back lot” deals from years past, and one of the cornerstones on which Backlot Cars a/k/a Openlane was founded. I would like an explanation as to why MY bid was not accepted when I was waiting to purchase the unit when the clock hit 00:00. Is it a common practice for Openlane to hand sell arbitrated units back to the original dealer for a fraction of its original sales price? It seems to me that at the very least, if a dealer who arbitrated a unit with Openlane and wanted to buy it back, the vehicle should go into “Absolute sale” status so all dealers had a chance to bid. I would like a valid explanation as to what happened and why.
Last 8: FFC93653
Date of Issue: 2025-01-01
AUCTION RESPONSE: None
[RESOLVED]
COMPLAINT FILED 3/3/2025
Nathan H.
Absolutely disgusted with this platform. I liked buying vehicles off open lane till today. I bought a 16 explorer. The condition report had some weak bogus remark saying “smoke from oil leak coming from engine bay” not a huge deal when buying a 3.5. Because they are bad about valve cover gaskets. So finally after it was delivered, I took it to the shop I use same day. They call me an hour later and said it had fresh JB weld over an obvious crack in the block. So I submit an arbitration claim same day. They call me today 3/3/2025 and said there is nothing they can do. They claim to use NAAA auction rules and it clearly says on the rules that a cracked or welded block is subject to arbitration. I am absolutely disgusted with them for doing this and I wouldn’t recommend them at all. It’s absolutely crazy to think a car that literally needs a motor replaced to be correct when I paid 7500 for it with their bogus “as described guarantee” and they tell me they can’t do anything. Every auction I’ve ever been to says they have to state block defects and that they are subject to arbitration.
Last 8: GGA58515
Date of issue: 03/03/2025
Auction Contact: N/A
AUCTION RESPONSE- NONE AS OF 3/7/2025
RESOLVED- PER DEALER, OPENLANE SETTLED FOR $2000 ADJUSTMENT FOR CRACKED BLOCK
Carl S.
I purchased this 46K mile Cadillac with “upper engine noise” and some misfire codes on 9/13. The car comes off the truck, I take it for a test drive, and when I get back to the shop the engine literally locks up. I file an arb with Openlane for “lower engine”, because it appears to have thrown a rod. This SHOULD have been on the inspection. Long story short, the arbitrator for Openlane won’t take the video of the engine not turning over. He wants it to go to Cadillac an have the oil pan removed and show proof that motor is locked up. Well, that would be over $1000 labor (not reimbursable) and take more than 5 days to get that done. Without warning, Openlane closes the arbitration. This is just another in a long line of poorly or deceptively inspected vehicles by Openlane. Not to mention, their arb department does NOT communicate and does everything to the tune of their ever-changing rules. It sure seems like sellers dump their crap on Openlane with little protection for the buyers. BTW, notice in their inspections that most vehicles out of factory warranty have some sort of “engine noise” disclosure, so they can not guarantee anything on the engine. Typical behavior by Openlane.
[RESOLVED]
UPDATE BY DEALER 10/9
Openlane did the right thing after reading my complaint (apparently) and gave me a significant price adjustment on the Caddy to take care of a used engine. It took some doing, but they adjusted the deal. I don’t know if this site helped, but I sent the complaint in on Friday 10/4 and I had my money on Wednesday October 9. I’ll update my review as soon as I can.
COMPLAINT FILED 12/5/2024
Dean C.
Purchased a Ram 2578K miles announced with no issues. Informed Openlane that the engine was noisy. They demanded that I take it to a Ram dealer for verification. Brought the vehicle to a ram dealer- the dealer said the vehicle needed an engine, offered a $1700 credit to fix the problem. The Ram dealer quoted $15000 to replace the engine.
Last 8: EG217666
Date of issue: 11/14/2024
Auction Contact: Lowell
[RESOLVED]
COMPLAINT FILED 12/11/2024
Arbitration was filed for defective vehicle (2014 Jeep Grand Chreokee 5.8) on or about 10/1/2024 for a major oil leak and upper engine noise. Numerous “P” codes were present with a scan tool. None of this was noted on the vehicle inspection report. As instructed, I got a diagnosis. Three mechanics, all licensed, stated that major engine component failures are imminent. Jeep/Dodge dealership said a new engine or complete rebuild is necessary due to possibly running the vehicle with very little oil. I presented this diagnosis to the arbitrator. The arbitrator said no and then self diagnosided and allowed me relief only to replace the lifters for $1,308.00. They said the major oil leak cannot be covered under arbitration (but this is most likely the root cause of the problem). This repair of course did not fix the problem. I am having to replace the engine for $8,600.
The condition of this vehicle was clearly misrepresented by the selling dealer. It even had undisclosed hail damage, which I failed to arbitrate. I was given no opportunity to reject the $1308.00 award. I paid $115 for the “As Described Guarantee”. I am a small dealer and a hit like this is very financially burdensome. I should of been made whole or allowed to unwind the sale and return the vehicle.
LAST 8: EC160947
Date of issue: 9/30/2024
Auction Contact: J Camacho
[RESOLVED]
9 Reviews on “OpenLane”
Read my complaint that I filed with AAR. Openlane at times has sketchy inspections, and their arbitration policy and process is terrible. They are slow to communicate, and will just close an arbitration on you with no notice. They’ve gotten worse over time.
Openlane took care of the engine on 10/9.
Tony, that’s great to hear that Openlane compensated you for the engine on your vehicle.
I had a car with a cracked block I purchased on open lane. Oil was pouring out as quick as you put it in. They said there was nothing they could do. I made a complaint with auto auction review and they reached out offering 1500 dollar adjustment and we settled on a 2000 dollar adjustment which I thought was fair. Any other buying platform it would have been easy to arb it but not open lane. I had to complain and get to the top of the chain before anything was done which I thought it was crazy they didn’t wanna do anything for my situation on the cracked block. But it all did work out just a head ache to deal with.
I submitted a complaint on 5/2 regarded being sold out on an Openlane owned vehicle. Read the complaint, it’s pretty self-explanatory. Openlane ignored my complaint. I guess they can’t or won’t respond to what happened. Make of that what you will.
My experience with Openlane has been wonderful. The vehicles are far more accurately described than the “other” online auction and they actually drive the vehicles. Accurate descriptions are crucial to making an informed purchase and Openlane knows that. In the extremely slight chance that they happen to miss something, they stand behind the vehicle with fast and fair arbitration. My representative, Jason, provides absolutely amazing service and is a true asset. I look forward to continuing to build a strong working relationship with Openlane and its top tier associates.
Openlane is doing fraud to the Independent used car dealers and protecting the New Car stores who sell bad autos. Openlane used to be Traderev then Backlots and now this current company Openlane. Message to all independent used car dealers DO NOT SIGNUP OR DO BUSINESS WITH THEM. Tell.also your dealer friends and have them pass the word onto to others. When it was Traderev as a independent dealer you were able to give a review to the new car store from where you purchased your auto from. Guess what they did? They purposely REMOVED the review options after you buy a auto. They did this to PROTECT bad New car store dealers from being exposed. Example I purchased a auto and the engine was SEIZED and it was NOT DISCLOSED about a bad engine. I had NO RECOURSE so either there inspectors are completely stupid and not know how to inspect a vehicle or they were paid under the table from the new car store for hiding KNOWN issues about the car or even more worse corporate tells there district manager to tell the inspectors to HIDE KNOWN ISSUES. Since they removed the independent dealer to leave a review you can not do anything. I also experienced recently I was bidding on a auto and was outbid at $2100 dollars. This was my last bid. Then the next day Openlane said I won the auto for $6800. I immediately called support which is a joke. Openlane froze my access and reported a unpaid debit to auction access and have defamed our name. I am filing a lawsuit against Openlane as of this writing because they reported a FALSE DEBT to auction access and we are unable to enter a auto auction. Do not sign up with them and if you are on there app be sure to make screenshots of what you bid on and if they did you like they did me IMMEDIATELY close your bank account otherwise they will pull money out even though you opened up a dispute.
We had a similar problem a few days ago. Bid from $400 to $600, then somehow we own it for $2000. I hope you get your problem resolved. To make matters worse, our purchase was an undisclosed TMU.
I have the same problem as everyone on here. I have bought several cars on their online platform. We just bout a Ram 2500 truck with a 5.0 Condition grade and it said the frame had a green check mark and guaranteed to be as described. The truck is eaten up with rust, and someone covered it up with spray paint. You can hit the bed and see the rust fall out from underneath. We tried to arbitrate with no luck. They said unless it has holes in the frame it was not covered. We will definitely not buy another car from them
One of the most untrusted Auctions ever out there. They still pass vehicles as a green light, and when you get the vehicle, you will find out a loud noise in side the transmission. I mean a kid can tell that the tranny has an issue, and they pass it for a green light???. The level of dishonesty is beyond ethical business code. And that’s not the only vehicle. 2 more with major issues and they pass them for a green light. I would give them NO STAR if i can. So i confronted the arbitration manager with the truth and demanded a full return of the 2 vehicles. He ended up locking my account and calling our company an unfit dealer for their business. No wounder why there is so many bad reviews out there proving they are the one who is unfit for this industry
Thank you for sharing this feedback. We take all concerns regarding the integrity and honesty of our operations—including our arbitration processes—incredibly seriously.
Because the situation mentioned occurred in 2021, the significant passage of time limits our ability to fully investigate the specific details of what transpired. However, we want to assure you that we continuously review and refine our procedures to ensure fairness, transparency, and accountability for all parties involved.
-Openlane
Asaad, I had a similar experience. Following a dispute, my account was restricted, and I felt my concerns were not given fair consideration. Based on my experience, I was disappointed with how the situation was handled and the lack of support provided throughout the process.
I believe auctions should prioritize transparency, consistency, and open communication when resolving dealer concerns. Unfortunately, that was not my experience in this case. I encourage dealers to perform their own due diligence and review feedback from multiple sources when deciding where to do business.
I purchased a vehicle for $500 through Openlane from Gus Brown Hyundai. The vehicle was listed as “as-is” with no mechanical disclosures.
After picking up the vehicle, it overheated within approximately 10 kilometers (6 miles), pegged the temperature gauge, entered limp mode, and left me stranded on the side of the road. After allowing it to cool, I returned it directly to the selling dealer and requested that the sale be cancelled due to the severity of the mechanical issue.
I then opened an arbitration claim with Openlane. My position was that the vehicle had significant engine-related problems that were not disclosed, including no cabin heat, an overheating condition, and a vehicle that could not be reasonably driven without risk of further damage. Had these conditions been disclosed, I would not have purchased the vehicle.
Openlane declined to cancel the sale, citing its policy regarding as-is vehicles. Despite the vehicle overheating almost immediately after leaving the dealership and being returned to the seller’s lot, the arbitration request was denied.
I also raised concerns regarding Ontario’s Motor Vehicle Dealers Act disclosure requirements, specifically provisions relating to material mechanical defects that could reasonably influence a buyer’s purchasing decision.
Based on this experience, I was disappointed with both the handling of the arbitration process and the outcome of the claim. I encourage other dealers to carefully review vehicle disclosures and fully understand the limitations of arbitration protections when purchasing as-is vehicles.
Purchased a 2018 Chevrolet Silverado 2500HD Duramax with 124K miles. The vehicle was listed with all check marks guaranteed, and I paid $30,000.
After picking up the vehicle, I had it inspected at my shop and discovered that the emissions system had been deleted. I submitted an arbitration claim and was told the vehicle had to be 8 years old or newer and have less than 80,000 miles for the issue to qualify. The case was closed.
I questioned why the vehicle showed as guaranteed on the screen when I purchased it. I was told that the applicable restrictions were contained in the fine print.
I stopped payment on the ACH, and OpenLane subsequently took possession of the truck. I also returned the title. I was then informed that I was being placed on KO status for auction insurance and that I owed $5,565.
My concern is that the vehicle was sold with the emissions system removed, yet I was left responsible for the resulting financial consequences. I believe the vehicle should have been returned to the seller rather than leaving the buyer responsible for the issue.
I also believe there is a significant concern when a buyer’s auction access can be restricted over an amount the auction claims is owed.
This experience has been extremely frustrating. Buyers should carefully review the auction’s guarantees, eligibility requirements, and applicable terms before purchasing a vehicle.
OPENLANE is the worst of the worst. Buyers beware, do your homework, and carefully review the terms and other dealer experiences before purchasing.
Thank you for reaching out to share your concerns. We understand that discovering a removed emissions system is a serious situation, and we appreciate the opportunity to address your experience regarding the arbitration outcome, the ACH stop payment, and your current account status.
To provide clear context on how this situation was handled, we’d like to outline the policies and procedures involved:
Emissions Policy & Federal Guidelines: Under our arbitration guidelines, coverage for missing, altered, or deleted emissions systems is tied directly to the standard 8-year / 80,000-mile emissions threshold. Because this vehicle was sold at 124,871 miles, it fell outside the eligible coverage window for an emissions-based arbitration claim, leading to the formal denial.
Payment Terms & Account Status: When an arbitration claim is denied, the original purchase agreement remains binding. Halting an ACH payment or stopping funds independently is a violation of the OPENLANE Terms and Conditions. When a buyer stops payment on a completed transaction, it triggers automated security and risk management protocols—including account restrictions (such as KO status) and administrative/unwinding fees associated with taking possession of the vehicle.
Vehicle Disposition & Fees: The $5,565 balance reflects the costs incurred from the stopped payment, processing, and unwind procedures required when funds are withheld outside of the formal arbitration process. A unwound transaction resulting from a stopped payment cannot simply be pushed back to the seller without adherence to arbitration rules.
We recognize that dealing with post-sale vehicle conditions can be challenging, especially on high-dollar purchases. However, our arbitration policies and payment rules exist to maintain a fair, consistent marketplace for both buyers and sellers. -Openlane