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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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
3.9
Great
479 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Account manager Dana
Very responsive and open minded account manager, easy to talk out on the phone. Fast and clear answers on my demands.
23 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your excellent 5-star review!
We’re delighted to hear that Dana has been responsive, open-minded, and easy to communicate with. Providing fast, clear answers and maintaining a personal, approachable contact is exactly what we aim for.
We’ll be happy to share your kind words with Dana — they will certainly be appreciated.
Kind regards,
The OPENLANE Europe Team
i already sent my advice
My advice is to put customer service to speak in english, they try for example to speak in Romanian but is not the same, because they use translate so more easy and clear in english
23 March 2026
Unprompted review
Reply from OPENLANE Europe
Hello, thank you for your review and for sharing your suggestion with us.
We truly appreciate your feedback regarding communication in English. We understand how important clear and efficient communication is, and that using a common language can help avoid misunderstandings and make the support experience smoother.
At OPENLANE, we aim to support our customers in multiple languages, but we also recognize that this can sometimes impact clarity. Your advice is very valuable, and we will share it internally as we continue working on improving the quality and consistency of our customer service.
Thank you again for your input and for helping us improve.
Kind regards,
The OPENLANE Europe Team
Everything perfect
23 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re delighted to hear that everything was perfect. Your satisfaction is exactly what we strive for, and your feedback motivates us to keep delivering the same high standard.
Kind regards,
The OPENLANE Europe Team
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re delighted to hear that you find our service fast, reliable, and that you’re satisfied with the quality of the cars. This is exactly the experience we aim to deliver to all our customers.
We truly appreciate your feedback and look forward to supporting you again.
Kind regards,
The OPENLANE Europe Team
A differentiated professional
Ms. Mariély Dias is an excellent professional, committed to the client, one who doesn't wait, anticipates problems and seeks to solve them; truly a rare professional and an extremely polite human being.
20 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your outstanding 5-star review!
We’re truly delighted to hear such high praise for Ms. Mariély Dias. Her proactive approach, commitment to the client, and ability to anticipate and resolve situations are exactly the qualities we value in our team. It’s especially rewarding to know that her professionalism and kindness made such a strong impression.
We will gladly share your kind words with her — they will mean a lot.
Kind regards,
The OPENLANE Europe Team
Great Customer Support Experience
Great experience with Openlane! The support team was incredibly helpful and made sure our account was reactivated quickly and smoothly. Really appreciate the professionalism.
19 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your fantastic 5-star review!
We’re delighted to hear that you had a great experience with OPENLANE and that our support team was able to assist you quickly with reactivating your account. Ensuring a smooth and professional process is exactly what we strive for.
Your appreciation means a lot to us and motivates our team to keep delivering this level of service.
Kind regards,
The OPENLANE Europe Team
I had a very good experience and I…
I had a very good experience and I would especially like to thank Mrs. Daniela Oneț.
She was very kind, friendly and professional. She answered all my questions and explained everything clearly. The communication was very pleasant and helpful.
I really appreciate her support and I am very satisfied with the way she handled my request.
Thank you, Mrs. Daniela Oneț!
Marius Enache
19 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much, Marius, for your wonderful 5-star review!
We’re truly delighted to hear that you had such a positive experience and that Daniela Oneț provided you with kind, professional, and clear support throughout. Taking the time to answer all questions and ensure everything is well understood is exactly the level of service we aim to deliver.
We will gladly share your kind words with Daniela — they will certainly mean a lot to her.
Thank you for your trust and appreciation.
Kind regards,
The OPENLANE Europe Team
Interest in the future buys and offer…
Interest in the future buys and offer support for increased price on auctions
19 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re pleased to hear that you felt supported in your future purchases and during the auction process. Providing guidance and being there for our customers when decisions matter most is something we truly value.
We appreciate your trust and look forward to continuing to support you in your next purchases.
Kind regards,
The OPENLANE Europe Team
I would like to share my overall…
I would like to share my overall experience, which has unfortunately been very disappointing due to multiple issues and poor handling of customer service.
Firstly, there was a significant delay in providing the vehicle registration documents. Even after repeated follow-ups over several days, I did not receive the scanned copy on time. I was continuously told that it would be updated “today or tomorrow,” but no actual action was taken. This kind of delay is not acceptable, especially in Portugal where driving without proper documents can lead to legal penalties.
Secondly, the handling of my claim was equally unsatisfactory. When I received the vehicle, there was a dent on the rear hatch that was not properly addressed. I raised a complaint, but instead of arranging a proper repair, I was offered a compensation amount of €120, which is clearly insufficient to fix the issue to a proper standard. A repair done at such a low cost would likely result in poor finishing and mismatched paint.
I clearly communicated that I am not interested in compensation and only want the vehicle to be repaired properly. I also offered to provide an official estimate from an authorized workshop, but there has been no meaningful response or resolution from their side.
Overall, while the vehicle itself may be acceptable, the service experience has been extremely frustrating. There has been a lack of transparency, accountability, and proper communication throughout the process. Customers expect clear timelines, honest updates, and fair solutions, none of which were consistently provided in my case.
I strongly recommend that the company improves its customer service, response time, and complaint handling process. Based on my experience, I cannot recommend this service unless these issues are properly addressed.
Dear OPENLANE Europe Team,
Thank you for your response. I appreciate your clarification regarding the Optimo service.
However, I would like to highlight that the main issues I am facing are not related to payment or vehicle inspection, but to the delivery of the essential documents (first registration/RC) and the approved claim for the vehicle’s rear dent.
To summarize the situation:
I received the vehicle with a dent on the rear hatch above the license plate. The approved claim amount of €120 is not sufficient for proper repair, and I have requested that the vehicle be repaired instead of monetary compensation. No concrete response has been provided regarding this.
I still have not received the scanned copy of the documents required for first registration in Portugal. Without these documents, I cannot complete the registration, and I am at risk of fines (€500) due to the 15-day registration period. Despite repeated follow-ups, I have not been given a clear timeline for when the documents will be provided.
This delay has caused considerable stress and disruption, and I must insist on a clear timeline for:
The provision of the scanned documents
The resolution or reassessment of my claim
I hope you understand that my feedback on TrustingPilot reflects these unresolved issues. I kindly request that you provide a concrete update so that I can proceed accordingly without further delay.
Thank you for your attention and support. I look forward to your prompt response.
Kind regards,
AGAAS Singh
18 March 2026
Unprompted review
Reply from OPENLANE Europe
Dear Mr. Singh,
Thank you for your detailed message.
We understand your concerns, particularly regarding the delay in receiving the registration documents and the impact this may have on your ability to complete the registration.
Regarding the vehicle documents, we would like to inform you that we are currently investigating this matter internally. The documents are expected to be shipped very soon. At this stage, we unfortunately do not yet have a confirmed exact timeline to share, but please be assured that we are treating this matter with priority and will provide you with an update as soon as possible.
Concerning the rear dent, we would like to clarify that your claim has already been reviewed and approved in the amount of €120, in accordance with our Claims Policy. At this stage, we are not in a position to proceed with a repair instead of compensation or to reassess the approved amount.
Your feedback is important to us, and we remain committed to supporting you and keeping you informed as soon as there are any developments regarding the documents.
Thank you for your patience and understanding.
Kind regards,
OPENLANE Europe
swindlers
Don't buy any car under any circumstances; 90% of them are painted and technically faulty. Not a single complaint has been satisfied. You can't talk to the claims department by phone, they don't respond to emails, and if they do, they're blatantly lying. I don't recommend anyone do business with them.
18 March 2026
Unprompted review
Reply from OPENLANE Europe
Dear Mr. Malkin,
Thank you for your feedback.
Regarding your case, we have been actively working on a solution and can confirm that the second key was received recently and processed for you.
Concerning the reported damages, these unfortunately fall under the exclusions of our Claims Policy. Additionally, they were not noted on the CMR at the time of delivery, which is a mandatory requirement under our Terms and Conditions for any claim to be considered. We also requested supporting documentation regarding the issue with the light, which we have not yet received.
An official inspection report from a certified workshop is required, including a clear description of the defect and the necessary repairs.
We understand your frustration and remain available to review any additional official documentation you may wish to provide.
Kind regards,
OPENLANE Europe
Good conversation and get info which I…
Good conversation and get info which I want.
17 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re glad to hear that you had a good conversation and received the information you needed. Providing clear and helpful communication is always our priority.
We appreciate your feedback and look forward to assisting you again.
Kind regards,
The OPENLANE Europe Team
The operator in Romania was very nice…
The operator in Romania was very nice and helpful.
18 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re delighted to hear that our operator in Romania was nice and helpful. Providing friendly and supportive assistance at a local level is very important to us.
We truly appreciate your feedback and look forward to assisting you again.
Kind regards,
The OPENLANE Europe Team
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re delighted to hear that you had a great experience with our customer service. Your appreciation means a lot to our team and motivates us to keep delivering helpful and reliable support.
Thank you for your trust, and we look forward to assisting you again.
Kind regards,
The OPENLANE Europe Team
I purchased a vehicle through the OPENLANE
I purchased a vehicle through the OPENLANE platform and unfortunately had a very disappointing experience with their claims process.
After receiving the car, I discovered several issues that were not clearly reflected in the auction description. The interior condition was much worse than expected, with visible damage to the steering wheel, center armrest, driver headrest and the driver-side B-pillar trim which was partially detached. I also noticed that the vehicle arrived with a higher mileage than the one shown in the auction listing.
To follow the official claim procedure, I brought the car to an authorized Tesla service center. Tesla confirmed that the vehicle had a non-OEM 12V battery installed with insufficient amperage and refused to perform the diagnostic until the correct original Tesla battery was installed. Because of this, I had to replace the battery before they could issue the diagnostic report.
In total, I paid around 400€ out of pocket just to comply with the claim requirements and provide the requested evidence. Despite submitting the Tesla report, photos and invoices, the claim was rejected under the “weak battery” exclusion after several months of waiting.
Very disappointing experience. My advice to other buyers is to carefully consider the limitations of the claim policy before bidding.
13 March 2026
Unprompted review
Reply from OPENLANE Europe
Dear Customer,
Thank you for taking the time to share such a detailed account of your experience. We are sorry to hear about the issues you encountered and understand how frustrating it must have been to go through a lengthy claims process, incur additional costs, and still feel that your concerns were not resolved.
We acknowledge your remarks regarding the vehicle condition and mileage discrepancy, as well as the effort you made to follow the required procedure by obtaining an official diagnostic from Tesla. We also understand your concern about the costs incurred to comply with these requirements.
Regarding the outcome, claims are assessed based on our Claim Policy and applicable exclusions, including those related to battery conditions. However, we recognize that this can be disappointing, especially after the time and expense involved in gathering the necessary documentation.
Your feedback is valuable and has been shared internally, particularly concerning the clarity of vehicle descriptions and the claims process requirements, so we can continue improving transparency and customer experience.
Thank you again for your feedback.
Kind regards,
The OPENLANE Europe Team
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re pleased to hear that you received very good and fast responses. Providing quick, clear, and helpful communication is something we always strive for.
We appreciate your feedback and look forward to supporting you again.
Kind regards,
The OPENLANE Europe Team
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re delighted to hear that you found our service great and helpful. Providing clear and supportive assistance is always our goal.
We truly appreciate your feedback and look forward to assisting you again.
Kind regards,
The OPENLANE Europe Team
Reply from OPENLANE Europe
Thank you very much for your 5-star review!
We’re glad to hear that you appreciated the fast response. Providing quick and efficient support is something we always strive for.
We look forward to assisting you again.
Kind regards,
The OPENLANE Europe Team
Good job Dana for suppot
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 are a bit high, as well as the logistics fees, something that needs to be improved considering that you do not receive a guarantee, no matter how many complaints you make.
3 March 2026
Unprompted review
Reply from OPENLANE Europe
Hello Rotaru Doru,
Thank you for sharing your feedback and for your kind words about Dana. We’re pleased to hear that you had a positive experience with her support and that you notice our efforts to be more involved with our customers. Providing attentive assistance and building strong relationships with our partners is very important to us.
At the same time, we appreciate your honest remarks regarding pricing and logistics costs. We understand that these factors are important for your business, and feedback like yours helps us evaluate how we can further improve our services and overall value for our customers.
Thank you as well for your continued loyalty to OPENLANE. We truly value your partnership and remain committed to improving both our processes and the support we provide.
Kind regards,
The OPENLANE Europe Team
Reply from OPENLANE Europe
Thank you very much, Mircea, for your 5-star review!
We’re pleased to hear that you experienced our team as client-oriented and always ready to help. Supporting our customers with openness and dedication is exactly what we aim for.
We appreciate your feedback and look forward to assisting you again.
Kind regards,
The OPENLANE Europe Team
Great customer service
Daniela Onet helped me at every step and offered very useful information.
9 March 2026
Unprompted review
Reply from OPENLANE Europe
Thank you very much, George, for your wonderful 5-star review!
We’re delighted to hear that Daniela supported you throughout the process and provided useful information at every step. Offering clear guidance and reliable assistance is something we truly value.
We’ll be happy to pass your kind words on to Daniela — they will certainly be appreciated.
Kind regards,
The OPENLANE Europe Team
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