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
Claim your business profile now and gain access to all features and respond to customer reviews.
