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
COMPLAINT 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 12/11/20024
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]
3 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.
In Sept I bid/purchased a 2014 Jeep Grand Cherokee. It was deliver with some smoking, upper engine knocking and ticking noise and oil steadily dripping out of the lower engine somewhere.
Three different licensed mechanics inspected and said that major component failures are imminent. Most likely due to excessive running with very low oil. All mechanics said a complete engine rebuild or replacement is necessary. Arbitrator then “self ” diagnosed and I was awarded about $1300 for lifters and repairs. They would not give any recourse for the major oil leak, I was not given any chance to reject the offer. Of course this did nothing to fix the problem. Arbitrator was made aware of the continuing condition of the vehicle and would not continue arbitration.
So this has cost me over $8000 to replace the engine because the selling dealer clearly misrepresented the vehicle.
AACE Auto Sales
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.