OPENLANE US

I am a longtime dealer who has purchased more than 400 vehicles through OPENLANE, so my expectations are based on significant experience with their platform and arbitration process. Unfortunately, my recent experience with the arbitration department was extremely disappointing. The biggest concern was not simply the outcome of the arbitration, but the lack of communication and accountability during the process. I was not given a reasonable opportunity to speak with a manager or supervisor to discuss my concerns or have the situation properly reviewed. As a dealer who has spent considerable time and money doing business with OPENLANE, I expect a higher level of customer service, professionalism, and transparency. When an arbitration issue arises, dealers should have access to appropriate management when they believe their concerns have not been properly addressed. I understand that not every arbitration decision will go in my favor, and I can accept a fair decision. However, I expect to be treated with respect and to have a reasonable escalation process available. Being unable to speak with a manager after purchasing more than 400 vehicles through the company is very disappointing. I hope OPENLANE takes dealer concerns seriously and improves communication, transparency, and management accessibility within its arbitration department. Long-term customers deserve to feel that their concerns are heard and properly reviewed.

I bought a Kia forte on Openlane that per their inspection had no issues. When the car arrived if was blowing smoke from the tail pipe. I took the car to a dealer as they requested. Kia found the cylinder walls were scored beyond repair and the car needed a new engine. $7700 repair. I forwarded all documents to Openlane. An arbitrator calls me and says they use an internal labor rate of $95 an hour (even thought they don’t do repairs) and he found a used engine at LKQ for $2100. So the best they will do is comp me 3 grand. I do not have a shop that will do the job for under 5 grand because no one does labor for $95 an hour. Now I have to lose money and have a car down for weeks because of their bad inspection. I took it a step further because the seller had bought the car from Manheim. Turns out they tried to arb it for the SAME ISSUE. So now not only is it just plain fraud but Openlane will still not take the car back.

Make it possible to save pictures. Right now you can’t do that through the app or the website. I need to show pictures to potential buyers. That will result in more sales for you. Right now I have to screenshot and crop each picture…wastes a lot of time… and I find myself spedning more time on other auctions for that sole reason.