
Alexis Sanchez
4 out of 5
a month ago
Edit: On April 25th, we received a call from Miki, a dear friend and an excellent salesman at Lithia. He reached out to see how we were doing. During our conversation, we discussed trading in my husband’s truck to rectify the situation with my expedition issue. Miki offered to speak with the Sales Manager to explore possible options.
We then visited the dealership and chatted with Ben, another fantastic salesman and friend, who was there with Miki. They evaluated my husband’s truck, which had recently been in an accident and required some bodywork. Logan, the Sales Manager, accepted the trade-in at a price above cost, despite my husband’s 2024 truck needing repairs and having 20,000 miles on it. Ultimately, we decided to upgrade the package for my husband’s F150.
They also exceeded our expectations by offering “loyal customer discounts,” securing us a great financing rate, providing warranty costs, and adding extra Ford Pass points to help with the tint for my husband’s new truck.
A special thanks to Miki for kickstarting this process, to Ben for his proactive and attentive approach, and to Layne for always treating us like family. We also appreciate Logan for his efforts to do what was right.
— Over the past decade, my husband and I have purchased around 15 vehicles together from Lithia. We have transformed car buying into lasting friendships and family connections, creating many wonderful memories as we drove off the lot in our new cars/trucks—until this month!
On April 5, 2025, I traded my 2024 Explorer for a 2024 Expedition. I wrote a check for $20,000 to help offset some negative equity, with a significant portion going towards the down payment on the Expedition. The Expedition was priced at $82,000, but after discounts, it came down to $76,000, and I managed to reduce my loan amount to $64,000. After including taxes and warranty/gap coverage, I ended up with a $69,000 loan. However, after just three days of driving the Expedition, I found that I absolutely disliked it. I decided to give it a week to see if I could adjust, but by day six, I contacted Lithia to explore my options—either returning it for my Explorer or getting a new car. I was informed that I would receive answers the following day (seven days post-purchase).
When Sunday came and we hadn’t heard anything, we decided to visit the dealership on Monday. I was told that my Explorer had been sold on Saturday, or else the deal would have been reversed and I would’ve gotten my explorer and money back. I was then left to consider other alternatives. I inquired about a 2025 Explorer on the lot and worked out some numbers. Lithia offered me $63,500 for my Expedition, and mentioned a “discount” on the new Explorer—although it was my warranty refund and taxes that would be waived, which wouldn’t have mattered anyway since state taxes would be waived regardless due to the new vehicle being less expensive than the Expedition. I then reached out to several dealerships in the valley and received better offers for my Expedition, along with improved deals and interest rates. Subsequently, I received multiple calls from Lithia salespeople I had never interacted with before, claiming there was a lot of chatter throughout the building and claiming they had done their best and acknowledging that other dealerships had made better offers, but stating there was nothing they could do.
I spent the entire week in tears, feeling devastated over losing $20,000 in cash and being $7,000 upside down on a vehicle I had just purchased, despite putting money down to achieve a “positive” equity situation. This treatment came from a company with which I had conducted numerous transactions over the years and had referred countless friends and family.
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