Nalley Lexus Roswell

Purchased a new GX460 from Nalley Lexus Roswell on or about February 1, 2023. Was not told until after the purchase that we would only receive 1 key. When we were told, we were told that 2nd key would about February 1, 2023. Was not told until after the purchase that we would only receive 1 key. When we were told, we were told that 2nd key would arrive in March. On March 20, 2023, when I inquired about the 2nd key, I we told it would arrive in May. When I made a complaint to Lexus Customer Service about this, I was told the 2nd key would not arrive until summer. So far neither Nalley Roswell nor Lexus Customer (no) Service have been of any help at providing a 2nd key as promised. Do not trust any delivery promises made by Nalley Lexus of Roswell. More

Sell wrecked used cars and lie about the certified 100 point inspection the lexus had barely any fluids in it and brakes were shot they will not call you back after purchase point inspection the lexus had barely any fluids in it and brakes were shot they will not call you back after purchase More

Nalley Lexus Roswell sold me a truck with a fake AWD badge on the back. During the sale, car salesmen Anthony Castro and Michael Furse did not reveal to me that the AWD badge was a fake. Instead, they b badge on the back. During the sale, car salesmen Anthony Castro and Michael Furse did not reveal to me that the AWD badge was a fake. Instead, they both told me the truck was AWD by referencing the badge. When I asked Michael why the Carfax said FWD he told me, "the Carfax is wrong." After purchasing the vehicle I discovered the badge was fake. I had a sit down meeting with the GM, Ruben Santiago, salesmen Anthony Castro and Michael Furse. When I told Mr. Santiago that his salesmen sold me a truck with a fake badge he stated, "We do not remove fake badges from the vehicles we sell before we sell them." Mr. Santiago, Anthony and Michael all admitted to not telling me the badge was fake during the sell. They admitted they continued to reference the badge as the hallmark indicator the truck was AWD during the sale. Michael stated at the meeting, "The only way he would know for sure is by looking at the badge on the back of the truck." Ruben Santiago GM, Anthony Castro and Michael Furse all confirmed they had lied, and committed fraudulent and deceptive tactics when selling the truck. This is their preferred method of conducting business as they expressed no sense of responsibility or accountability when confronted. More

I had my 2010 RX350 serviced by Nalley Lexus in Roswell, GA. The 100,000 mile service was delivered. Included in this service episode was new tires and a tire rotation. My wife and and I subsequently drove GA. The 100,000 mile service was delivered. Included in this service episode was new tires and a tire rotation. My wife and and I subsequently drove from Atlanta to Pittsburgh on 11/12. In driving this 650 mile interstate highway trip, I noticed an intermittent thumping in the front left wheel. Upon arrival in Pittsburgh, the noise became progressively worse. I took my car to Rohrich Lexus in Pittsburgh to determine the root cause. The Rorich service personnel (truly exemplary Lexus brand ambassadors) shockingly informed me that it was a bona fide miracle that the left front wheel had not fallen off the car. The cause of the thumping was due to the fact that Nalley Lexus never bothered to torque the left wheel tight. It was hand tightened and that was all. They could not explain why the wheel was still on the car. They obviously fixed the problem and finally rendered my vehicle safe. I contacted Nalley to inform them of this gross incompetence and negligence that would have been utterly catastrophic if not for this “miracle”. I am sincerely angered and confused by how this could happen. My family was put in extreme danger by this incomprehensible failure. The service manager at Nalley told me that he has experienced this 4-5 times in his career - a truly remarkable and disturbing statement. The service representative at Rohrich unequivocally stated that in his 25 years he has NEVER seen this happen. Something is dramatically amiss at your at the Nalley franchise. Nalley’s offer to me to “make this right” was to pay for the Rohrich service call in Pittsburgh and provide me with two years of future Nalley service for free. During two phone conversations, the service manger actually laughed at me twice. Again, incomprehensible! As you can imagine, this trivial and cavalier offer falls far short of the gravity of this dangerous act of incompetence and gross negligence. I cannot and will not trust this dealership any more. More

Dropped my car off for a 30k service. Returned around 3:30 pm and the car was ready however, the service advisor was on the phone and never acknowledged my presence. The service attendant came in, took t 3:30 pm and the car was ready however, the service advisor was on the phone and never acknowledged my presence. The service attendant came in, took the keys off the advisor's desk, retrievedmy car and returned the keys to the advisor's desk, thanked me for choosing Nally and left. All this time the advisor remained on the phone never acknowledging my presence. Finally after waiting about twenty five minutes, I asked, in a not too friendly voice, are you going to take care of me or should I just take my keys and leave. That prompted him to conclude his phone conversation and attend to my paperwork. He never even apologized for his rude behavior. Needless to say Nally will not be getting my business in future. Very unprofessional conduct, and I will make sure that my husband never takes his lexus there any more. More