Lilliston Ford

Service person was nice. Work was performed quickly, and they used my extended warranty. Will come back but hope nothing else breaks. LOL

I purchased a pre-owned Rav4 Prime Plug-in Hybrid from Lilliston Ford on Black Friday, 11/28/25. Initially I had a great experience on the day I agreed to the purchase (Black Friday). They gave me a very good offer for my trade (which is what made me decide to proceed with the purchase) and knocked a few hundred off of their asking price for the Rav4 without me even asking for it. Due to their generous offer on my trade, I was sold. However, here is where things went slightly downhill. Before signing any sales agreements, I asked about a second key for the car and about the charger since this was a plug-in hybrid. I was told by my sales associate Shane that both would be included with the car, he just had to find them. Based on that information, I signed the sales agreement. I was getting my own financing through my credit union, so couldn't take the car home that day. But I was able to get to my credit union before they closed on that Friday and secure my financing. I returned to Lilliston the next morning (Saturday morning, 11/29/25) with a cashier's check payable to the dealership for the balance owed after my trade. Before I handed over the check, the first thing I did was ask about the second key and the charger. Shane said let him check on it and disappeared for a little bit. When he came back, he said the charger cannot be found but I can just go to a WaWa gas station to charge my car. I got a little upset because why would I want to have to go to a gas station every time I want to charge my car when I could just do it at home. I'm going to have to pay for it either way, so might as well be in the comfort of my own home. He again went to check with his sales manager. He came back and said wait until Monday and he'll check with his used car manager to see if they can just send me a charger. I said that's fair enough and asked again about the second key. Shane told me he knows they have it somewhere and he would also check with the used car manager on Monday. That all sounded fair enough to me, so I handed over my check and took delivery of my new car. Later that day, I wanted to charge my car and didn't feel like waiting until Monday, so I just went to BestBuy and bought one. On Monday I called Shane first thing and told him I had already purchased a charger. He said he would see what they can do and said he would call me back. On Tuesday, Shane called me back and said the dealership would reimburse me for the charger and I sent him a picture of my receipt. He also said the second key is still missing, but he's working on finding it. In the meantime, I was very much enjoying my new to me vehicle. It's been over 2 weeks since I completed my purchase, and I still have not received neither a reimbursement check nor the second key. So, I followed up with Shane again on Friday, 12/12/25. He said they will send the reimbursement check out next week and that the used car manager is working with their "key guy" on the second key fob for my car. It turns out they never had a second key for the car. At this point, I'm starting to question the integrity of this dealership. I'm beginning to think they are just going to keep stringing me along saying that they will send me a check and a second key, but never actually do it with the hopes I just give up and go away. With that being said, there's also a chance that they will follow through. So I can't really say one way or another if I'd recommend this dealership until I see the outcome of these ancillary items of the sale. In conclusion, while I would not say I've had a bad experience with Lilliston yet (pending outcome of the check and key), it also wasn't the greatest experience. If they had just told me before I agreed to purchase the car that they only had 1 key and no charger, I still would've bought the car but just asked for an additional few hundred off of the sale price of the car to compensate me for having to buy my own charger and a spare key fob. So we'll see.

I had a wonderful experience in purchasing my car. Everything went smoothly, delivered to my house. All I had to do was sign the papers. Took less than a day!