arbitration policy
⭐ Very Disappointing Auction and Arbitration Policies
My experience with OPENLANE has been extremely disappointing. Their arbitration policies are frustrating and do not provide the protection buyers expect. You can purchase a vehicle believing you have some warranty or arbitration coverage, only to find out that your options are extremely limited.
The whole point of arbitration should be to protect buyers when there are legitimate issues with a vehicle. Unfortunately, the policies often make it feel like buyers have no real protection at all. You take the risk, spend your money, and when a problem comes up, getting a fair resolution can be extremely difficult.
In my opinion, OPENLANE needs to improve its arbitration process, make its policies clearer, and provide better protection for dealers who buy vehicles through their platform. An auction platform should offer a fair and transparent arbitration process, not leave buyers feeling like they have no options.
Based on my experience, I am very disappointed with their arbitration policies and the lack of meaningful support when problems arise. I would strongly encourage other dealers to read every detail of the arbitration terms before bidding.
My experience with OPENLANE has been extremely disappointing. Their arbitration policies are frustrating and do not provide the protection buyers expect. You can purchase a vehicle believing you have some warranty or arbitration coverage, only to find out that your options are extremely limited.
The whole point of arbitration should be to protect buyers when there are legitimate issues with a vehicle. Unfortunately, the policies often make it feel like buyers have no real protection at all. You take the risk, spend your money, and when a problem comes up, getting a fair resolution can be extremely difficult.
In my opinion, OPENLANE needs to improve its arbitration process, make its policies clearer, and provide better protection for dealers who buy vehicles through their platform. An auction platform should offer a fair and transparent arbitration process, not leave buyers feeling like they have no options.
Based on my experience, I am very disappointed with their arbitration policies and the lack of meaningful support when problems arise. I would strongly encourage other dealers to read every detail of the arbitration terms before bidding.
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Zero stars!
I have had an extremely frustrating experience with Openlane, and after evaluating the platform from a dealer’s perspective, I have significant concerns about how the system operates compared with a traditional U.S. dealer auction.
1. The Auction Closing Process
Let’s start with the buying process. Auctions close at midnight, which creates an obvious problem for dealers operating on the East Coast. Why should a dealer have to stay awake until 1:00 a.m. Eastern time simply to participate in an auction?
The standard response is that dealers can use the “AutoBid” feature. However, that creates two significant problems.
First, most dealers are not intending to purchase every vehicle on which they place a bid. A dealer may be monitoring and bidding on 10 or 20 vehicles because they are looking for one or two that fit their inventory needs. AutoBid creates the risk that the dealer wakes up the next morning having purchased multiple vehicles simply because the system continued bidding on their behalf.
Second, the way Openlane handles AutoBid appears fundamentally different from a traditional auction. If I establish a maximum bid of $20,000, the other bidders may not see that amount, but Openlane can apparently communicate that amount to the selling dealer. Even more concerning, if the vehicle does not sell and is subsequently relisted, the system can apparently repost my maximum bid as the current/high bid and I am the “leader”.
I am not aware of a traditional dealer auction in the United States where a vehicle runs through the auction, fails to sell, is relisted the following week, and the auction automatically establishes the previous bidder’s maximum bid as the new high bid. That is not how I understand the competitive bidding process at a traditional auction.
2. The Platform Does Not Operate Like a Traditional Auction
One of the primary reasons I wanted to use Openlane was to replicate some of the efficiencies of a physical dealer auction without having to sit through 100 vehicles before reaching the two or three I am actually interested in purchasing. It would also allow me to bid on multiple vehicles simultaneously without physically running between lanes.
However, Openlane does not appear to function like a traditional U.S. dealer auction in several important respects.
Instead, the platform often feels more like a combination of CarMax, AutoTrader, and an online auction platform. Vehicles can apparently be relisted repeatedly until they eventually sell through Openlane or to a retail customer.
That creates a fundamentally different buying environment from a traditional wholesale auction, where vehicles actually run through a sale and are subject to established auction procedures, arbitration policies, and market-based bidding.
The “Buy It Now” pricing is another significant concern. In many cases, the asking prices appear to be 20–30% higher than what comparable vehicles are bringing at Mannheim auctions across the country. If the objective is to purchase wholesale inventory, pricing vehicles substantially above established wholesale market values does not make the platform particularly attractive to dealers.
3. Auction Times and Time-Zone Issues
Another major problem is the way auction closing times are presented.
Vehicles may be advertised as ending at 9:00 p.m., yet the actual closing time zone appears to in Portugal where they must have the bulk of their business I guess. If it’s a US based business why are we not using US time zones??
A U.S.-based dealer auction should clearly communicate the closing time in the dealer’s applicable U.S. time zone or, at minimum, provide an unmistakable indication of the actual closing time.
If Openlane expects dealers to meet strict payment deadlines, transportation deadlines, and other contractual obligations, the auction closing process should be equally precise.
4. The Double Standard
Open lane expects me to do follow their outlined rules but tends to change their side of the rules to fit their narrative, and when you call them out in it they get defensive and provide very poor responses!
5. Condition, Inspection, and Arbitration
Perhaps my biggest concern is the risk associated with vehicle condition.
Based on my experience and conversations with other dealers, it appears that vehicles purchased through Openlane need to be approached with the assumption that the buyer may ultimately be responsible for accepting the vehicle largely “as is.”
I know dealers who have attempted to resolve significant condition issues through the arbitration process and have had little success.
For example, a good friend purchased a one-ton diesel truck through the platform. The vehicle’s inspection report indicated that the transmission shifted properly. However, the inspector apparently only drove the vehicle a very limited distance around a parking area and verified first, second, and reverse.
After my friend received the truck, it would not exceed approximately 35 mph, even with the pedal on the floor. The problem ultimately resulted in approximately $8,000 in repairs. Openlane offered approximately $1,500 toward the repair.
That is a substantial difference between the cost of the repair and the resolution offered.
Under the traditional dealer-auction model, he would have never owned that vechile!
BUYER BEWARE!!! This is not a dealer auto auction!! I have purchased from auctions in Dallas, Houston, OKC, Tulsa, Springfield, Kansas City, St. Louis, and too many others to count…. Never have I seen and dealer auto auction operate like this!
1. The Auction Closing Process
Let’s start with the buying process. Auctions close at midnight, which creates an obvious problem for dealers operating on the East Coast. Why should a dealer have to stay awake until 1:00 a.m. Eastern time simply to participate in an auction?
The standard response is that dealers can use the “AutoBid” feature. However, that creates two significant problems.
First, most dealers are not intending to purchase every vehicle on which they place a bid. A dealer may be monitoring and bidding on 10 or 20 vehicles because they are looking for one or two that fit their inventory needs. AutoBid creates the risk that the dealer wakes up the next morning having purchased multiple vehicles simply because the system continued bidding on their behalf.
Second, the way Openlane handles AutoBid appears fundamentally different from a traditional auction. If I establish a maximum bid of $20,000, the other bidders may not see that amount, but Openlane can apparently communicate that amount to the selling dealer. Even more concerning, if the vehicle does not sell and is subsequently relisted, the system can apparently repost my maximum bid as the current/high bid and I am the “leader”.
I am not aware of a traditional dealer auction in the United States where a vehicle runs through the auction, fails to sell, is relisted the following week, and the auction automatically establishes the previous bidder’s maximum bid as the new high bid. That is not how I understand the competitive bidding process at a traditional auction.
2. The Platform Does Not Operate Like a Traditional Auction
One of the primary reasons I wanted to use Openlane was to replicate some of the efficiencies of a physical dealer auction without having to sit through 100 vehicles before reaching the two or three I am actually interested in purchasing. It would also allow me to bid on multiple vehicles simultaneously without physically running between lanes.
However, Openlane does not appear to function like a traditional U.S. dealer auction in several important respects.
Instead, the platform often feels more like a combination of CarMax, AutoTrader, and an online auction platform. Vehicles can apparently be relisted repeatedly until they eventually sell through Openlane or to a retail customer.
That creates a fundamentally different buying environment from a traditional wholesale auction, where vehicles actually run through a sale and are subject to established auction procedures, arbitration policies, and market-based bidding.
The “Buy It Now” pricing is another significant concern. In many cases, the asking prices appear to be 20–30% higher than what comparable vehicles are bringing at Mannheim auctions across the country. If the objective is to purchase wholesale inventory, pricing vehicles substantially above established wholesale market values does not make the platform particularly attractive to dealers.
3. Auction Times and Time-Zone Issues
Another major problem is the way auction closing times are presented.
Vehicles may be advertised as ending at 9:00 p.m., yet the actual closing time zone appears to in Portugal where they must have the bulk of their business I guess. If it’s a US based business why are we not using US time zones??
A U.S.-based dealer auction should clearly communicate the closing time in the dealer’s applicable U.S. time zone or, at minimum, provide an unmistakable indication of the actual closing time.
If Openlane expects dealers to meet strict payment deadlines, transportation deadlines, and other contractual obligations, the auction closing process should be equally precise.
4. The Double Standard
Open lane expects me to do follow their outlined rules but tends to change their side of the rules to fit their narrative, and when you call them out in it they get defensive and provide very poor responses!
5. Condition, Inspection, and Arbitration
Perhaps my biggest concern is the risk associated with vehicle condition.
Based on my experience and conversations with other dealers, it appears that vehicles purchased through Openlane need to be approached with the assumption that the buyer may ultimately be responsible for accepting the vehicle largely “as is.”
I know dealers who have attempted to resolve significant condition issues through the arbitration process and have had little success.
For example, a good friend purchased a one-ton diesel truck through the platform. The vehicle’s inspection report indicated that the transmission shifted properly. However, the inspector apparently only drove the vehicle a very limited distance around a parking area and verified first, second, and reverse.
After my friend received the truck, it would not exceed approximately 35 mph, even with the pedal on the floor. The problem ultimately resulted in approximately $8,000 in repairs. Openlane offered approximately $1,500 toward the repair.
That is a substantial difference between the cost of the repair and the resolution offered.
Under the traditional dealer-auction model, he would have never owned that vechile!
BUYER BEWARE!!! This is not a dealer auto auction!! I have purchased from auctions in Dallas, Houston, OKC, Tulsa, Springfield, Kansas City, St. Louis, and too many others to count…. Never have I seen and dealer auto auction operate like this!
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Owner
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.
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.
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Scammers!
This company will sell you piles of junk and when you arbitrate, you’ll be stuck with it. Run away!!
DO NOT BUY CARS FROM THEM
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.
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Not anymore wholesale marketplace
From December 2025 they have hired extra staff to sign up excessive buyers. So how it used to be not anymore. Most of the time big dealers pay retail price to acquire inventory. They are trying to favor sellers the most to generate more revenue of the company.
NOT FOR BUYERS
Absolutely garbage don’t buy nothing here they don’t cover nothing and it was the as described price they are only for the seller not the buyer zero stars if I could
Not worth the stress
Bug issues with the app, issues with honest listings, please do not waste your time with this business. I learned the hard way. Several times. Never changes
Larry
Solid app with accurate vehicle descriptions. A few minor cosmetic details might be missed, but nothing serious. Overall, a good experience.
So glitchy
Horrible App, I don’t know who they have building these apps, it’s so glitchy, the timestamps don’t work. The filters don’t save. The notifications are outdated. The bidding options don’t work. And the worst part is that they don’t update it!
DO NOT USE
They do not back inspections. My dealership has been buying from auctions for 27 years, been using OPENLANE for a few years now. They will fight you on everything. When signing up, they tell you “inspections are 100% backed. If it’s not just how it says it is, we will make it right.” I can assure you they won’t. I have eaten SEVERAL transmissions and motors. I’ve lost over $5k in the last month due to poor inspections and looking at losing another $4-6k on a truck I just bought. Hail damage, transmission is shot, motor has major misfires, interior smells like rotted fish and actively pouring water from the back glass (major obvious stains missed on inspection for leaking for months), front seat broke, dents, scratches, etc. But guess what? It’s my fault. I paid over loan for the truck as well because the inspection had green all the way down. Arbitration will fight you tooth and nail to keep from making it right or you’ll get “well we see a transmission is $4k, we’ll give you $1200 back to make it right”. I’m going back to ACV. For dealers trying to stay above water in these hard times, please look elsewhere.
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Can’t save pics
Make it possible to save pictures. Right now you can’t do that through the app or the website. I need to show pictures to potential buyers. That will result in more sales for you. Right now I have to screenshot and crop each picture…wastes a lot of time… and I find myself spedning more time on other auctions for that sole reason.
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Don’t bother
Three cars in a row had bad frames. First car on me as the cost was below the 6000 mark. Next Silverado purchased over 10000$ Truck showed up and was a complete piece of junk. OPENLANE bought it back. Third vehicle bought with guarantees. Upon inspection found massive hole in the frame. This time told deal with it. What’s the point of the guarantee if they aren’t honored.
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Dealer111
I buy many vehicles from OPENLANE. Good customer service and condition reports are pretty accurate.
Great new app!
Great new app with ability to switch from buyer to seller with ease. Now that it will start working with different functions, so easy and clean. With the customer service team always listening to what we have to say to help the app functionality
Glitches
Constantly going back to the top of listings
App issues
They just can not get the filters to work right. So many functions on the app that used to work, no longer work. I constantly have to reapply the filters to get them to work. The more features they add, the worse the functionality gets. Absolutely hate absolute sale. Wait for days for seller response, only for cars to get run up in absolute sale. Only benefits sellers.
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App issues
They just can not get the filters to work right. So many functions on the app that used to work, no longer work. I constantly have to reapply the filters to get them to work. Push button notifications don’t take you to the car they notify you about. The more features they add, the worse the functionality gets.
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App
Great platform
SCAM SCAM SCAM
Used car dealership PLEASE GET AWAY FROM THESE THIEVES . They say its a good car with green light then you will end up paying much more . People who work for dealership they do not show you whats wrong with it and they hide everything under the hood . The arbitration policy is THE WORST THING EVER . They just send you 100$ and thats it . Before getting scammed you should better not to work with these people .
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