Openlane is trying to get more involved in the relationship with its customers and offer them support. Although we are loyal customers, until now we have not felt support-advice from them.The prices a... See more
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Support Center - Fast response was a plus. I wasnt able to get a definitive answer to my request but the contact person was kind enough to pursue the matter on my behalf.
Company replied
Great variety of cars with OK prices. I have even received a Voucher for my first purchase through the site. One downside I found is that not all the time you win an auction the seller will actua... See more
Company replied
I would like to especially thank Kata for her outstanding support. After speaking with several people during this process, I can honestly say that Kata was the only one who truly kept her promises... See more
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3.8
Great
482 reviews
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This company hasn't invited customers recently, so reviews may not be representative
Replied to 95% of negative reviews
Typically replies within 2 weeks
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Acquired a Tesla Model 3 2019 in…
Acquired a Tesla Model 3 2019 in October 2024, car had damaged computer, from powering up the car at pickup location in Romania, Pitesti, at shipping hub, the cameras, GPS and many more were not working. There were clear errors in Service mode of the car about Autopilot computer not working. Tesla official service Romania verified car for 3 instances offering me proof that car computer is not working.
Like any computer if you shutdown car for long enough or reset the car, it would work for another 20-30 minutes before crashing again.
Openlane specialist asked all kinds of impossible documents and info for 3 months: first he wanted pictures then he asked video, then he asked Tesla summary, then he said Tesla summary is not good because it states that 'if defect reappears, after reproducing again and asking Tesla to rediagnose, Openlane asked for car logs. Tesla refused to give car logs as they are company property. I provided them a full summary diagnostics from Tesla with low level electric circuit diagnostic and DAS diagnostic.
They claimed these were not done at Tesla and that I could have done remotely while I had send them pictures of invoices, bills and on those it states clearly the car was in service each time, they have phone numbers and contacts on the papers.
I have also asked them to come to Romania at Tesla with me, providing early visibility (2 weeks plus) in the each scheduled Tesla visit.
Openlane then in January 2025 just shutdown the case claiming I did not meet conditions for compensation.
DO NOT BUY AGAIN ANYTHIN FROM OPENLANE, UNLESS YOU ARE READY TO GO TO TRIAL WITH THEM AS I WILL DO
24 January 2025
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We sincerely regret the difficulties you've faced with your Tesla purchase and the lengthy claims process. We understand how frustrating it is to provide extensive documentation only to have your case closed without resolution.
Your feedback is important, and we continuously strive to improve our claims handling. If you wish to escalate your case further, we encourage you to contact us directly.
Best regards,
OPENLANE Team
This is the worse website
This is the worse website. Everything is bad. STAY AWAY.
12 January 2025
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We regret that your experience did not meet expectations. Your feedback is important to us, and we are always working to improve our services. If there are specific concerns you’d like to address, please contact us directly so we can assist you.
Best regards,
OPENLANE Team
I bought several cars on this platform…
I bought several cars on this platform and I always received what I paid for but the transport is taking too much time, even 2 months in the summer. Now I buy from Bid-Drive. They have even better cars , cheaper and the transport is in few days. So I recommend Bid-Drive better.
25 September 2024
Unprompted review
Reply from OPENLANE Europe
Dear Customer,
Thank you for your feedback and for your past purchases on our platform. We’re glad to hear that you received what you paid for, but we regret that transport times did not meet your expectations. We continuously work on improving our logistics to ensure faster and more efficient deliveries.
Your insights are valuable to us, and we appreciate your honest comparison. If you ever wish to give us another chance, we’d be happy to assist you.
Best regards,
OPENLANE team
AVOID THIS COMPANY
Really awful experience!
I paid for a car on 13. November and ordered transport also, and still dont have the car! Basibally 2 months has passed and there is No tangible progress. Whenever I contact the customer service , they dont give me proper responses. The car delivery is constantly postponed. To my request to return me the transportation Payment so I will Arrange transportation myself, they did not agree.
All in all, I would not be surprised anymore if I will not receive my car at all and this is just a scam. From now on , I will let my lawyer to deal with this.
8 January 2025
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We are truly sorry to hear about your experience and deeply regret the inconvenience caused. This is far from the standard of service we aim to provide, and we completely understand your frustration, particularly given the delays and lack of clarity in communication.
The international logistics sector is facing some challenges at the moment and unfortunately, it affects our business as well. We regret this is the case and we are working hard to find fast solutions for our clients.
To help resolve this matter, we kindly ask you to contact us directly with your transaction details. Our team will prioritize your case to ensure a swift resolution, whether that involves expediting the transportation or discussing alternative solutions.
We remain committed to resolving this issue to your satisfaction and restoring your trust in our services. We sincerely hope to turn this experience around for you.
Best regards,
OPENLANE Team
Pictures of the car showed no defect or…
Pictures of the car showed no defect or lights on dashboard, no serious body damage... But when car came, there was+10l od water in battery compartment, right door handle broken, engine light was on, and its clear that car was hit from the back, and ofcourse no notice of that.
I paid extra almost 600€ for their Optino service, for additional inspection of car which was never made, because the car was below certian value.
They dont accept reclemation for their mistakes, so this will go to my lawyer to carrie it on.
14 November 2024
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We are deeply sorry to hear about your experience and the issues you’ve encountered with your purchase. This situation does not align with the high standards of service and transparency we strive to uphold.
The discrepancies between the vehicle's description, the photos provided, and its actual condition, along with the unperformed Optimo service despite the additional fee, are unacceptable. We understand how frustrating and disappointing this must be, especially when trust and clarity are paramount in transactions like these.
To ensure this matter is addressed appropriately, we encourage you to contact our customer service team directly in live chat, providing all relevant documentation (photos, reports, and receipts). This will help us conduct a thorough review and take the necessary steps to resolve this issue.
We understand your decision to involve legal representation, and we are fully committed to cooperating and ensuring a fair outcome. Your feedback is invaluable and will help us improve our processes to prevent such experiences in the future.
Thank you for bringing this to our attention. We truly regret the inconvenience caused and remain available to assist in any way possible.
Best regards,
OPENLANE Team
no good place for buying cars
Realy? 90% non satisfy customers? :D and the still exist? I had also this opportunity buy car from them - description -car without damage. Paid money also extra check before delivery. When car arrived, found car was after accident with poor repaired just in 1 min staying on my driveway, so this is what cost 650eur with check- means never have been checked by someone who took money for that. Found maybe 20 l water in luagage where is reserve wheel, paint-tapes still glued on both doors and rear trunk, clutch damaged.... Thank you for your service, first and last time...
25 March 2024
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We deeply regret hearing about your experience and sincerely apologize for the situation you described. The issues you faced, including discrepancies in the vehicle's description, the condition upon delivery, and the additional inspection service you paid for, are far from the standards we aim to uphold at OPENLANE.
Your frustration is entirely understandable, especially when expectations based on the description and inspection service were not met. We take such feedback very seriously, as customer satisfaction and trust are paramount to us.
To address your concerns:
Inspection and Vehicle Condition
The Optimo inspection service should provide peace of mind to our clients, and it is unacceptable if this was not carried out to the promised standard. We will investigate this matter thoroughly to determine what went wrong and take corrective actions to prevent such incidents.
Vehicle Description Discrepancies
Transparency is a cornerstone of our service, and any deviations from the stated condition of the vehicle are not acceptable. We will review the details of your purchase to ensure accountability and take appropriate steps with the involved parties.
Next Steps
We encourage you to contact ous directly with all the relevant documentation, including photos, inspection reports, and payment details. This will allow us to prioritize your case and work towards a fair resolution.
We understand that this experience has been disappointing and negatively impacted your trust in our services. Please be assured that your feedback will be shared with our leadership team as part of our commitment to addressing these challenges and improving the overall experience for our customers.
Thank you for bringing this to our attention. We remain committed to rectifying this matter and learning from it to provide a better service moving forward.
Best regards,
OPENLANE Team
Transport issues
This isn't bad platform and it has a great potential. But you should do something with the transport! It is unacceptable to wait for the car so long !
29 November 2024
Unprompted review
Sold a car with gearbox defect
Sold a car with an obvious defect. There is vibration when accelerating. Nothing about this was indicated in the description. Contacted support and they answered that at 180,000 mileage this is normal. But this is not normal, this is a defect. The car was sold with a defect. It looks like Openlane are scammers, because the claim was closed immediately without even asking to visit the service.
9 December 2024
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We sincerely apologize for the frustration and disappointment you’ve experienced regarding your recent purchase. The issues you’ve described, particularly the unaddressed vibration defect and how your claim was handled, are not reflective of the level of service we strive to provide.
Vehicle descriptions should accurately reflect their condition, and it is unacceptable if any defects were not disclosed. Additionally, the immediate closure of your claim without a proper investigation or request for a service evaluation is not aligned with our commitment to fairness and transparency.
We take your concerns very seriously and want to assist in resolving this issue. To address your situation, we recommend the following steps:
Document the Issue: Please provide any evidence of the defect, such as a mechanic’s report, photos, or videos demonstrating the vibration. This will strengthen your case and allow us to review it thoroughly.
Contact customer support: Reach out to our team via live chat and share the documentation along with your claim details. Request a re-evaluation of your case and explain that you were not given the opportunity to properly address the issue.
Escalate for Review: We will ensure that this feedback is shared with the relevant departments, including customer service management, to ensure a higher standard of claim handling in the future.
We deeply regret the inconvenience caused and assure you that your feedback is being taken seriously to improve our processes. We remain committed to ensuring that every client receives fair treatment and that our services meet your expectations.
Thank you for bringing this to our attention, and we hope to restore your trust in our platform.
Best regards,
OPENLANE Team
I wish I could give no stars this…
I wish I could give no stars this company is ridiculous no professional representatives no accountability for their Misconduct Tyler Vansickle is a power struk over reacts that causes all kinds of problems every chance he gets he makes it his mission to see the Dealers have issues especially minorities as a dealer Myself And other dealers I know we try to guide new dealers to stay clear of this company and Tyler
6 August 2024
Unprompted review
Reply from OPENLANE Europe
Dear,
Unfortunately, we could not find you in our database. Additionally, we can confirm that Mr. Tyler Vansickle is not, and has never been, a member of the OPENLANE Europe team or our organization. We will gladly investigate it further but we kindly ask you to reach to our customer service team with your reference number and all the details you can provide us for investigation.
Best regards,
OPENLANE Eruoep team
Do you want to lose money
Do you want to lose money? Do you want to waste time? Do you want to lose your nerves? Then you can safely buy in OPENLANE. I got my car after emails and calls, no one does anything until I write and call. Instead of two weeks, I got a car for more than a month. My losses amounted to more than 1,000 EUROS due to the fact that I could not receive the car on time and send it to the Customer. I thought that all the bad reviews were an accident and would not affect me. I did it for the first and last time at their place... As a result, my phone is blocked for calls to their office)))
5 December 2024
Unprompted review
Customer support is very slow-Car with hidden damage-BAD Business
I purchased a vehicle through OpenLane's online auction platform, and I encountered several issues throughout the process.
Issue 1: The car was advertised with a specific set of wheels in the photos; however, upon delivery, these wheels were not included. When I reached out to OpenLane, I was informed that the wheels were not part of the official vehicle description, despite their inclusion in the images. Unfortunately, they did not show any willingness to resolve this matter.
Issue 2: Upon delivery, the car failed to start due to a battery issue. The vehicle, a 2021 model, should have had a BMW OEM battery, but it had been replaced with an unidentifiable, damaged battery that lacked any identifying labels or stickers. This raised serious concerns, and I suspect foul play. OpenLane's terms of service (TOS) state that complaints about the battery are not accepted, and unfortunately, they are taking advantage of this clause. The vehicle was started using a booster and delivered. However, just ten minutes after delivery, the car shut down completely due to battery failure.
After replacing the battery with a new one, I encountered additional problems. The car displayed errors related to the steering rack. A local BMW dealership diagnosed the issue and confirmed that the installed steering rack was not compatible with this specific model. The part number was incorrect, indicating that the steering rack had been replaced and prepared improperly for sale.
I submitted a claim to OpenLane on October 22, but to date, they have not provided a resolution or any viable solution for repair. Their claims department responds very slowly, with an average of one email per week, often requesting additional evidence. Recently, they implemented an AI chat on their site, and phone calls have gone unanswered.
I strongly advise potential buyers to carefully read OpenLane’s terms and conditions before purchasing. While the platform may seem appealing, their customer support is subpar and unresponsive, making it difficult to resolve issues in a timely manner. I would recommend considering alternative options with more reliable customer service.
5 December 2024
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We deeply regret hearing about your experience and sincerely apologize for the inconvenience and frustration caused by the delay in delivering your vehicle. Your time, money, and trust are invaluable, and it is clear that we fell short of meeting your expectations.
Delays in delivery, coupled with the lack of proactive communication you describe, are not acceptable and do not reflect the level of service we aim to provide. The fact that you experienced financial losses and had to repeatedly follow up to get a resolution is extremely concerning, and we want to address these issues comprehensively.
To help us resolve this matter and rebuild your trust:
Investigation of Delays: Please provide any relevant details (e.g., transaction or order number) so we can investigate the cause of the delay and assess the financial impact it had on your business.
Communication Review: Blocking your calls is not our practice and in our investigation, we can see that your number is not blocked or has any restrictive mark. Please reach out to us via live chat and you absolutely will be answered!
Compensation Request: If you incurred direct losses due to the delay, we encourage you to submit a formal request for compensation. Please share supporting documents (invoices, agreements, etc.) with our claims team, and we will review your case thoroughly.
Your feedback will also be shared with our leadership and operations teams to ensure we take steps to prevent such issues from happening again.
We are committed to learning from this situation and improving our processes to ensure that no other client faces a similar experience. Thank you for bringing this to our attention, and we hope you will consider giving us another opportunity to demonstrate the quality of service we strive to provide.
Best regards,
OPENLANE Team
Want problems? Buy from Openlane B.V>
I'm buying cars from them time to time, shit place with cars that are smashed or with engine problems, avoid at any costs. Thier Claim department is usless, all problems after purchase is your problems. Avoid at any cost.
19 November 2024
Unprompted review
Reply from OPENLANE Europe
We're very sorry to hear about your disappointing experience with OPENLANE. We take these concerns seriously, and we're committed to improving our services. We understand your frustration and encourage you to reach out to our customer support team to address the issues you've mentioned. Your feedback is important to us, and we will work to resolve any issues as quickly as possible. Thank you for bringing this to our attention.
Selling stolen cars!!!
I bought a car in November 2023. They didn't provide all documents. During transportation car was arrested by Polish police In Jine 2024 I was informed by Polish police that car is stolen and VIN was changed. For my claim OPENLANE told that previous owner denied OPENLANE's claim (ofcourse denied, as car is stollen!). Now OPENLANE told me to address this issue to the courts of Leuven in Belgium.
Really? You sold me stollen car, it took a year to gain all details from police and now I need to raise claim to courts of Leuven in Belgium? You're kidding me, I need my money back!
Stay away!
I'm a final car recipient, my dealer doesn't support. ID's for reference.
Claim ID: 62501
Auction ID: 7444072
12 November 2024
Unprompted review
Reply from OPENLANE Europe
Dear, We kindly ask that you share your reference number with us or contact us directly. Unfortunately, we are unable to locate your information in our database under the provided reviewer's name and, as a result, cannot investigate your case further.
Thank you for your cooperation!
Best regards,
If you want to have trouble, come to openlane
prepare for problems
Let the facts judge the quality of the company:
- On October 10, the money was transferred and the car was paid for... On November 9, there are no documents for it... guess whose problem it is? it turns out that the documents have been in Openlane for a long time but there is no one to send them... "customer service" - they will be sent someday, ... and the best thing is that if they don't send them for another month, you can only wait - restrictive deadlines apply only to the buyer, there are no deadlines for considering the complaint (apart from one that it will be entered into the system within 2 days :)))
- October 18th, paid car ... no information about the car until November 9th - they will simply transfer the money, it will be there someday or not - customer service - don't worry, it's only 3 weeks ... :D
- another car - you will send the CMR on Tuesday, documents not sent by Friday - customer service "do you think someone will send it outside the queue?" ... you transferred the money, please wait, it will be there someday
8 November 2024
Unprompted review
Reply from OPENLANE Europe
Dear,
Thank you for sharing your feedback. We deeply regret that your experience with OPENLANE Europe did not meet expectations, and we apologize for the delays and inconvenience you encountered.
Please be assured that we are taking your concerns seriously. We understand how important timely documentation and communication are in these matters! Rest assured, we are actively addressing the issues you've raised to improve our processes and customer service response times.
Your comments will be passed along to the relevant teams for immediate review. We appreciate your patience and understanding as we work to resolve this. If you'd like to discuss your situation further, please don't hesitate to reach out to us directly.
Thank you for your feedback, and we hope to regain your trust.
Sincerely,
The OPENLANE Europe Team
They created an account for me
They created an account for me
I did not visited or created any account on openlane, and they created one, using my business public data and sent me an email just to get me to enter their website.
6 November 2024
Unprompted review
Reply from OPENLANE Europe
Dear,
Creating an account without your consent is against our practices and policy, and we take this matter seriously. Please contact our customer service team with your details so we can investigate and resolve this issue.
Thank you for bringing it to our attention.
Best regards,
The OPENLANE Europe Team
We were deceived by a seller from France with the support of Openlane.
Our experience with the OPENLANE platform was extremely disappointing. We expected honesty and transparency, but instead encountered significant concealment of critical information regarding the vehicle’s condition, with the company refusing to address our claims.
Upon purchasing, we found that the vehicle’s condition differed greatly from what was reported. The body had hidden defects, with seven out of 13 panels repainted and repaired, indicating prior damage. These issues were omitted in the report, which we believe is deceptive, contradicting the transparency principles in EU Directive 2005/29/EC on unfair commercial practices.
During our discussions with OPENLANE, we provided evidence, but instead of a constructive resolution, they denied our claim, citing internal policies and disregarding European standards for transparency in B2B transactions.
This approach shows disregard for fair practice and customer rights. We strongly advise potential customers to reconsider using OPENLANE. Currently, we are preparing to escalate the matter to the Leuven court, as suggested by the company, to seek a fair resolution under EU law.
Claim reference: 71034
We received a response from Openlane Europa regarding our review on November 6, 2024, in which they stated that we should contact them directly again, and they would reconsider our claim and try to resolve it satisfactorily. We reached out directly, but this time, they did not respond at all and completely ignored us.
Our question to Openlane Europa is: why say that you can reconsider our claim and try to resolve it favorably if you don’t respond to direct repeat inquiries at all?
We analyzed online reviews, including Google Maps reviews, about Openlane and were shocked. Openlane has a global problem with an overwhelming number of negative reviews, and they do nothing to address the issue with dishonest sellers who hide information about vehicle damage. Additionally, we wanted to leave feedback on a seller directly on Openlane.eu, but it turns out we are not allowed to do so, even though each seller has a rating. This rating is clearly set by Openlane itself, and unsurprisingly, it’s always positive. :)))
30 October 2024
Unprompted review
Reply from OPENLANE Europe
We are sorry for the frustration you've experienced with our response and the claim process. We are committed to reviewing every case thoroughly and ensuring that our policies align with fair and transparent business practices. If you'd like, we are happy to have another look at your case and see how we can resolve this matter in a satisfactory way.
Please feel free to reach out to us directly with your claim reference number so we can work together towards a resolution.
Thank you for sharing your experience, and we hope to address your concerns as soon as possible.
Best regards,
The OPENLANE Europe Team
Dear All
Dear All
I want to inform.you that I am very upset about Openlane.
I bot one car 45 day în the past and until.now they dident give to me the Pickup authorization.
They say that have some problem with documents, but my question is that I payd the money and I dont have the car, Openlane answer is that they dont cancel this deal,.
My question how long I must wait for the car, is normal this, I dont think, I will contact one lawyer and to start do do something.
I want to share this bad experience with evribody to dont do this mistake like me.
I sugest to you to pay on thousand euro more and to buy the car to mobile.de or another site and în two day the car is ready.
28 October 2024
Unprompted review
Reply from OPENLANE Europe
Dear,
We are very sorry to hear about your frustrating experience and understand your concerns. We take issues like this seriously and strive to provide the best possible service. It is certainly not our intention to cause delays or inconvenience to our customers.
We apologize for the delay in providing the pickup authorization and for any confusion regarding the document issues. Please contact our customer support team directly so that we can investigate and assist in resolving this matter as quickly as possible. We aim to ensure that every customer receives their vehicle promptly after payment and that all documentation is handled efficiently.
Your feedback is invaluable, and we will take it into consideration to improve our processes. We hope to have the opportunity to resolve this issue to your satisfaction.
Best regards,
The OPENLANE Europe Team
Reply from OPENLANE Europe
Thank you for your recommendation! We greatly appreciate your trust in OPENLANE Europe, and we're thrilled to hear that you had a positive experience. If you need any further assistance in the future, feel free to reach out. We're always here to help!
Best regards,
The OPENLANE Europe Team
Quick and Pro
7 October 2024
Reply from OPENLANE Europe
Thank you for your positive feedback! We're glad to hear that your experience with OPENLANE Europe was quick and professional. We strive to provide efficient service, and it's great to know we met your expectations. If there's anything else we can do to improve, don't hesitate to reach out. We look forward to working with you again!
Best regards,
The OPENLANE Europe Team
Do not buy / bid unless you want to throw away your money
Do not buy/ bid on their cars. Unless you want to have your money seized on the crap overpriced cars sold through them.
Bought several cars from them, all had some hidden issues (accidents, repaired damages and mechanical problems) no history available for any of them.
I didn't bother to ask for compensation as i know they are giving some useless vouchers 200 - 300 € for next purchase meanwhile repair costs exceeding couple thousands.
They also delayed transport for some cars but when our company couldn't pick the cars in time they sent parking fees and started blackmailing "unless you pay parking fee you won't receive car papers" - I dont even care anymore, they can keep car and papers, I have other cars to sell.
I already talked with lawyers and I am in process of suing them on these practices. They are pointing on their T&C - good luck with that, this is called blackmailing and I don't care about their abusive T&C, as they seem to don't care about EU regulations.
Be wise, buy from another platform even if you pay more, because this third party platform cant provide anything if things go south, customer support will blame you for their incompetence. You'll have your money and car blocked for months.
14 October 2024
Unprompted review
Reply from OPENLANE Europe
We are truly sorry to hear about your experience, and we understand your frustration. At OPENLANE Europe, we strive to provide high-quality vehicles and a transparent buying process. It is concerning to hear that you’ve encountered issues with the vehicles you purchased, and we take your feedback seriously.
Please note that our goal is to maintain a fair and honest marketplace. We regret that you feel the compensation offered was inadequate, and we acknowledge that delays or unexpected issues can be frustrating. We always aim to work with our customers to resolve any situations as quickly and efficiently as possible.
Regarding your concerns with transport and the associated fees, we will review this matter internally to ensure that such situations are handled more transparently in the future.
If you haven’t already, we encourage you to contact our customer support team directly, as we want to make sure we address and resolve all your concerns appropriately. We value your business and hope that we can come to a resolution that works for you.
Thank you for bringing these issues to our attention.
Best regards,
The OPENLANE Europe Team
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