OpenLane

• A photo of the VIN
• A photo of the mileage
• A diagnostic report from a Ford dealership within 5 business days

• The knock is abnormal
• The smoke is excessive
• The engine requires a full tear-down to identify the point of failure

[UNRESOLVED]

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

[UNRESOLVED]

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]

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

[UNRESOLVED]

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

[UNRESOLVED]