OpenLane

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

[UNRESOLVED]

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]