Purchased a 2021 toureg
Purchased a 2021 toureg. Payed for the car, waited 2.5 months to receive authorisation to finally pick up the vehicle. The car had 4.000 km more then what I purchased it with, had new damages in the back. I requested compensation. They rejected me, because the value doesn't change because of the 4.000 km or because of the new damage. They are a joke.
Reply from OPENLANE Europe
Dear Péter,
Thank you for sharing your experience. We are sincerely sorry to hear about the very long wait for the vehicle release, the mileage difference you discovered, and the additional damage found at pickup.
We understand how frustrating it is to wait more than two months for a vehicle and then find that its condition no longer fully matches what was expected at the time of purchase. We also regret that the outcome of your compensation request left you feeling that your concerns were not taken seriously.
Claims are assessed according to the available documentation and the applicable claim criteria, including the nature of the damage and the impact of any mileage discrepancy. Even so, we recognize that the overall experience you describe was disappointing and that the communication around the decision should have been clearer.
Your feedback is important and has been shared internally to help us improve vehicle release timelines, condition reporting, and the way claim decisions are communicated.
Kind regards,
The OPENLANE Europe Team