Complaints

This profile includes complaints for Lithia Motors Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lithia Motors Inc

  150 N Bartlett St Medford, OR 97501-6015

• 

  Lithia Motors Inc

  12650 Lyndon B Johnson Fwy Dallas, TX 75228-8011

• 

  Lithia Motors Inc

  12650 Lyndon B. Johnson Fwy Dallas, TX 75228

• 

  Priority Honda Roanoke-Lithia Motors

  3311 Peters Creek Rd NW Roanoke, VA 24019-2719

• 

  Lithia Motors Inc

  12650 Lyndon B Johnson Fwy Dallas, TX 75228-8011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 Certified Preowned *********** ES 350 in April 2023. from ***** of ************* *************************************************. They sold me a vehicle that has frame damage to the front driver side that was not disclosed at the time of the purchase and was discovered during a repair being made a body shop. In addition, the body shop discovered that the vehicle did not have a OEM front bumper which is required as part of the certification. I reached out to the dealership and the dealership sent me a carfax which did not show an accidents prior to the sale of the vehicle. This led to me providing the dealer with evidence of an accident that the vehicle was in September 2022. I provided them with a copy of the claim report that was generated from the *** Claim system. The report provided was obtained from *********************. I also provided them with photos and email from the body shop that identified the damage to the vehicle. ***** ******** refuses to acknowledge that the vehicle was damaged even with the report which lists the owner at the time, VIN number, damage and date of incident. I am in belief that fraud, deceptive trade practices and fraudulent inducement to sign an agreement has occurred in this situation based on the facts that this accident was not disclosed and the dealership is claiming ignorance of the accident in September 2022 as an excuse.

  Business Response

  Date: 04/28/2025

  Tell us why hereDear Mr. *************** you for reaching out and sharing your concerns regarding your 2019 Certified Pre-*********** ES 350, purchased from ***** of ************* in April 2023.
  We have thoroughly reviewed the history of the vehicle and would like to address your concerns with the following information:
  As of the most recent CARFAX report dated April 22, 2025, there were no accidents or damage reported prior to the sale of the vehicle to you.
  Prior to being offered for sale, the vehicle underwent a comprehensive inspection conducted by our ***** Certified Automotive Technicians. This inspection found no signs of damage, including to the frame or bumper, and confirmed the vehicle met the criteria required for ***** certification.
  ***** of ************* had no knowledge of any prior accident prior to your purchase. The incident you referenced from September 2022 was not disclosed to us, nor was it reported in any of the standard vehicle history databases we rely on during the certification process.
  Since taking ownership, we understand you have unfortunately been involved in two separate accidents, including a frontal collision. Due to the existence of multiple post-sale accidents, we are unable to determine when the reported frame damage occurred.
  We take your concerns seriously and understand the frustration this situation has caused. However, based on the facts available at the time of sale and the absence of any documented damage or accident history, we are confident that the vehicle was sold in good faith and in accordance with all ***** Certified Pre-Owned guidelines.
  At this time, we consider this Matter closed . 
  
  
  
  **** Ahmed 
  General Manager 
  ***** of Orange county ...

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23241838
  
  I am rejecting this response because: I provided a copy of an incident report that is more reliable than carfax.  I also provided you with photos showing the damage and messages from body shop.  I will be filing a complaint with NY office of attorney general
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I drive a 2021 **** Q7 and in November 2024, I purchased the **** care plan for regular maintenance on my vehicle. It was a plan I had previously purchased when I purchased the vehicle in November 2021. I had an appointment with ** at the ****************** dealership on April 9, 2025 and he informed me that I purchased the wrong plan. Instead of purchasing the plan that would cover my vehicle with the current miles that are on it (56k), I purchased a plan that covers the vehicle at 80k miles. Unfortunately, I am unable to use that plan and was directed to speak with someone in the ****************** of **** *************. I received a call from ******* ************* who informed me that because the plan was purchased more than 30 days ago, I would have to purchase a plan that could cover my vehicle and if I still owed the vehicle when it reaches 80k miles, then I could use that plan. I requested a refund or transfer of the funds before I purchased a new plan. However, neither was granted. I paid $1349 for the plan. As I explained to **** Customer Experience **********************, there is no guarantee that I will have the vehicle that long, and it would be more beneficial to use it towards the vehicle right now. Large corporations have a tendency of taking advantage of individuals who do not have the means to litigate with them. I am seeking whatever assistance you can provide in obtaining a transfer or refund.

  Business Response

  Date: 04/25/2025

  Please see below for the response sent by the dealership:

   

  Sadly, this is a case of misplaced anger with her situation.We did not sell her vehicle, nor did we sell her ********** She purchased it from **** off their website. If we could, we would love to help her. She spoke with one of our finance managers and explained to her that the only way we know to communicate regarding ********* policies is to email *****************************.  She said that she had it and would reach out to them directly.
  
  ***** *******|General Manager
  Audi *************
  ********************************
  ***********************

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not a litigious person, but if Lithia motors doesn't stop calling me and harassing me from this ************ number, I am going to take Lithia ****** in ******** to small claims court and sue you for $7000 and I am going to win because you falsified loan documents and lied about the preowned certified inspection and when I reached out to you, you told me to deal with the dealership, who didn't return my calls and no longer have my trust. So I opened 2 chargebacks for the $3000 down payment and BOTH credit card companies looked at the evidence I submitted and ruled in my favor, so the court will also rule in my favor and I was just going to chalk it up to my stupidity for trusting you in the first place and keep going to ******* in ******* and consider the $3000 a fair exchange, but you just won't leave me alone! I made multiple efforts to call and email and can't get anyone to tell me why you're calling, but I suspect you think I owe you money and now you're just begging me to sue you and the court will rule in my favor, just like the credit card companies did, so either leave me the h--- alone, or I will see you in court!

  Business Response

  Date: 04/15/2025

  We are not reaching out to this customer. 
  
  When I called the number stated, it was a lithia corporate # for customer resolution. 
  
  ******* *******
  General Sales Manager
  Lithia ****** ******** | Sales Department | ********, *******
  ************************************************************* | ************
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23186724
  
  I am rejecting this response because:

  Lithia Toyota sales manager can't get Lithia motors to stop calling and harassing me????

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a truck on march 6 th for ***** in klamath from lithia it had ****** miles on it drove it approximately 600 miles and it blew a lifter took it to lithia here in ******** ( as i was passing through) i had purchased a 3500 warranty. when i arrived and lithia they told me it would be sent to diagnosed and the would get back to me following day at this point we walked to rent car which be cause from out of town couldnt with out credit card. my warranty does cover rental car when approved. took an **** to hotel. waited fo

  Business Response

  Date: 04/11/2025

  Hello,

  Please see below for the dealership response:

  We have been calling and texting ********* with no success.  Zurich warranty needs the customer to call and do a phone interview.  *********** advisor says she was given the phone # to call.
  
  If you talk to them, let them know this is holding us up now from getting approval.  
  
  
  ***** ********
  Platform General Manager

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract number: PG12286373 I have formally requested a refund for the ************* on my 2021 ***** Silverado (VIN:*****************), which I purchased from ****************** in ***********, **, in December 2023. During the purchase, the finance representative, **** ***, falsely stated that ************* was being added at no cost. However, another sales representative later informed me that ************* is NEVER free and that I had been misled. They advised me to ask for a refund because you are allowed to cancel it. I sold the vehicle to ****** ********* on January 9, 2025 and paid off the remaining loan balance to **************************** (Driveway Finance never sent me proof of the loan payoff until March 2025). After this transaction, I contacted Lithia Driveway via email ******************************************* who is in charge of the *************, and they sent me a 2024 version of a cancellation form. I filled it out entirely and provided proof of the payoff that Driveway Finance sent me so thay the refund can be given to me, ***** ****, the customer. They then emailed me a 2023 version of a cancellation form to fill out with the same information I had previously sent. At this point I feel they are giving me the run around. I have provided them with all the documents needed to receive a refund in the mail TWICE. I even tried to fax them the paperworks and it wasnt accepted even though I used the correct fax number provided on the bottom of the cancellation form **************. Im highly disappointed in being tricked into buying gap and now, my refund process being extremely delayed.

  Business Response

  Date: 04/14/2025

  Hello,

  Please reassign this to the Driveway Finance Portal as this is not the correct portal. 

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in possession of a 2021 ****** Tacome Sport 4X pickup my brother bought 3 months before he died from dementia.The attached letter details the circumstances and the resolution I would like in this matter.

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I bought a new 2024 Ram 3500 in January at Freedom CDJR in ************ and my Missouri DMV has never received anything or I still have not received a certificate of origin or title for the truck. I have already paid the truck off and have a lien release from the bank but this dealer refuses to answer my questions or provide guidance of when I will receive my title or my certificate of origin so I can get the truck titled.

• Initial Complaint

  Date:02/11/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7th, *************************************** leasing another vehicle due to the lease expiration coming up on June 12th,2023 for our 2020 *** M340i. On June 7th, 2023 we signed a new lease and left the *** in ****************' possession. On June 13th, 2023 I received a notification from ************* that the lease was extended and that I would be charged an additional month. Since then I have been trying to obtain answers on who is going to cover the additional month since the vehicle was no longer our possession. Several attempts at the dealer level for close to a year did nothing. Finally on December 11th, 2024, I reached out to Lithia Corporate (the ownership group of ***** ************ They provided me with all the documentation and communications they had. It comes to light that although I signed the new lease, obtained payoff information for the ***, and signed the vehicle mileage affidavit on Jun 7th, 2023. ********** ***** and Lithia did not notify *** Financial of being in possession of and effecting the payment for the 2020 *** M340i until July 6th, 2023. Even with the proof that this was ***** **********/Lithia 's fault. Lithia is wiping their hands and pointing the blame to *************. ************* says it is abosultely ***** **********s/Lithia's fault.This has caused my credit to take a hit since the debt has been sent to collections. I am currently disputing it with the credit agencies since I am in possession of all the information that would exonerate me from fault. Speaking to insiders at Lithia they have told me it is not uncommon for vehicles to sit for several months waiting for Lithia to process the buy outs and that several consumers are often affected by this.

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 01/31/2025 Purchase a 2023 ****** Highlander, I pay $7000 down for this Vehicle. I believe that I was overcharge. there was add on that I was not aware of. I spoke with the Finance person who actually did the negotiation of the sale She informed me that she the deal was already done, and She can only take off the service. plans. Directly me to a used manager He agreed with her and told me the same thing. I was going to leave the car there. and asked. for them to refund me my $7000. And they said that I will be responsible for what happen to the car, and I will not be refunded my money. One of the paperwork I never seen It wasn't with the paperwork She sent that to me in a text and the numbers just didn't add up to me

  Business Response

  Date: 02/06/2025

  Hello, 

  Please see below for communication provided by the dealership:

   

  We had the customer back in today to discuss her concerns.Essentially, she was trying to renegotiate the sale price of the vehicle after the sale. After laying out all the docs of where she agreed to the price on multiple forms, she conceded. Her last request was asking if we can do some PDR work on her vehicle. We set an appointment for her to bring it in to have looked at.
  
  
  **** *******  |  General Sales Manager

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22889195
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  I really think that I got took advantage of I wasnt trying to negotiate a price. I was trying to get the right price that was on the car which the vehicle was a Pre-certified gold That already come with a warranty certain prices like they charge me for a lojack in appearances, which they told me came with the car, but it was a Charge for that and the dent in the door and scratches was not supposed to be there in the first place they did Repair that I talk with the dealer before I had bought the car. I was trying to get him to come down $2000. They end up charging me $2003 extra dollars. For recon ive been wasting my time going up there to talk to someone that tells me the same thing they are not gonna take that recon charge off so no, Im not satisfied paying $53,000 ****** Vehicle That had went down that day for 34,197

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The jeep renegade 2019 wouldn't start had to have it towed to jeep store on **********************roanoke va. Ok they had the jeep for 5 weeks said it was losing power but they couldn't find it they said it is not the battery... told me to pick up and check another place to fix called ***** **** told me to get it to rocky mount for ****** automotive to see if they could fix i have talked to two people about returning jeep for another car I have spent ****** on rental expenses and ****** 0n towing and they want me to tow to rocky mount I talk to *** ***** and he said we can exchange for a electric car I don't want a electric car.....my car has sit in my driveway for 2 weeks had it towed today to ***** garage on Washington Ave. Vinton va. **** said get it fixed and we will talk. I am fed up with this company I can not help they sold me a car I paid ***** down on my savings for a car and it has been a terrible experience. My warranty is suppose to cover for rental but only for a couple days I was told by the **** dealer. The company I had it towed to today doesn't except warranty because it takes to long to get paid. This car has been a huge expense for me and I haven't got to drive it for 2 months what can you do to help me.very unhappy customer. Thank you

  Business Response

  Date: 01/08/2025

  Hello, 

  Please see below for the response from the dealership:

   

  I just spoke with the *** *****. He is Ms. ****** sales associate. He had not talked to her since she took her Jeep to ******** CDJ in ******* VA. Most of the conversations were between Ms. ****** and **** *******, one of our sales managers. Below is what **** had emailed to me:
  
  I have had several conversations with her trying to get this guest to take the vehicle that is drivable to the Rocky Mount Jeep location (per Erics instructions) so that we could have them look at it and see how we could assist her. She continued to allow ******** to let it sit there and work on it only when they could for weeks. After the guest refused to take the vehicle over to *********** as we had already contacted that shop to let them know about the problem, she then demanded that we take the vehicle back. As I told her that we do not have a return policy but asked her why she hasnt taken it over to *********** like I told her weeks ago she said that she didnt want to DRIVE it or tow it that far. She then decided to tell me that she was going to call her lawyer and I told her ok, have a great day.
  
  It is my understanding that we have offered to help her. We reached out to ****** CDJ in ************** and explained what was going on with her Jeep. They agreed to look at it and would work her right in. Her vehicle is drivable, but she refused to take it there where we have made arrangements for her. At this point, I do not know what more we can do if she refuses to take it where we have made arrangements.
  
  Please let me know if you have any additional questions.
  
  
  ***** *****
  General Sales Manager, ************** Roanoke
  ********************************************

  Business Response

  Date: 02/04/2025

  Hello, the dealership has responded with the following:

  Hello, 
  Please see below for the response from the dealership:
  
  I just spoke with the *** *****. He is Ms. ****** sales associate. He had not talked to her since she took her Jeep to ******** CDJ in ******* VA. Most of the conversations were between Ms. ****** and **** *******, one of our sales managers. Below is what **** had emailed to me:
  
  I have had several conversations with her trying to get this guest to take the vehicle that is drivable to the Rocky Mount Jeep location (per Erics instructions) so that we could have them look at it and see how we could assist her. She continued to allow ******** to let it sit there and work on it only when they could for weeks. After the guest refused to take the vehicle over to *********** as we had already contacted that shop to let them know about the problem, she then demanded that we take the vehicle back. As I told her that we do not have a return policy but asked her why she hasnt taken it over to *********** like I told her weeks ago she said that she didnt want to DRIVE it or tow it that far. She then decided to tell me that she was going to call her lawyer and I told her ok, have a great day.
  
  It is my understanding that we have offered to help her. We reached out to ****** CDJ in ************** and explained what was going on with her Jeep. They agreed to look at it and would work her right in. Her vehicle is drivable, but she refused to take it there where we have made arrangements for her. At this point, I do not know what more we can do if she refuses to take it where we have made arrangements.
  
  Please let me know if you have any additional questions.
  
  
  ***** *****
  General Sales Manager, ************** Roanoke
  ********************************************