Nalley Lexus Roswell

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

I called from Birmingham trying to find a red 2021 ES350 Lexus. Talked to Sam. He found one on order exactly like I wanted. We negotiated a price and he wrote a contract listing exactly what options were on Lexus. Talked to Sam. He found one on order exactly like I wanted. We negotiated a price and he wrote a contract listing exactly what options were on it and the price we agreed to. He then got his manager Joel Murray to sign off on it. I gave him my credit card number and paid a $1000 deposit. I waited several weeks for the car to arrive at the dealership. Sam called on a Friday and said it was in. I was so excited and told him I could drive to Atlanta Monday and pick it up. He said great! I got a text message about 8:30 a.m. Monday morning asking me to call him. I called and he said the car looked great but he was going to have to charge me $1000 more than our agreed upon price. I told him I had a signed agreement and had paid a deposit for a set price. He said he was sorry but Lexus has reduced the amount of incentive they were giving them for Sept 2021. I asked to speak to his manager Joel Murray. He said they just couldn't sell it for the promised amount and it would be $1000 more. No compromise! I was very upset and disappointed that such a well known dealership would do this to me after I had waited for weeks to get the car. I would never recommend this dealership to anyone after the way I was treated. Maybe they thought since I was a 70 year old woman they could just jerk me around. Please warn your daughters, wives, mothers and grandmothers about how they will be treated!! I made the deal in August for the car. Incentives are known by dealerships at the first of every month. Why didn't they call me the first of September and tell me the amount would change. They waited over 2 weeks later until the day I was going to pick the car up to tell me they were charging me more! I could have gone somewhere else to find a car 4 or 5 weeks earlier. It would have been far better for Nalley Lexus to make $1000 less on a deal than to have treated a customer this way. My daughter and her husband live in Atlanta and work for large companies. They will not be recommending this dealership in the future. More

Today we went to Nalley Lexus to purchase a car. After Today we went to Nalley Lexus to purchase a car. After looking over the inventory with our sales associate, we were told which cars we currently hav Today we went to Nalley Lexus to purchase a car. After looking over the inventory with our sales associate, we were told which cars we currently having deals worked on, and therefore looked at others we assumed were available. We found one we loved and took it for a test drive. We returned to the showroom, where we told our associate we wanted to purchase the car. As we say waiting for our trade in to appraise, the GSM came over and told us that the car had been sold to someone over the phone who put a deposit down. We were not given the opportunity to put a deposit down despite the fact that we were there, committed to the car at sticker price and simply waiting on them to come back with paperwork. And I would add that we were not asked to make a deposit or sign anything, even though we told them we were ready to buy the car. We were used as a pawn to make another customer commit to a purchase (that customer had come the previous day and went home to "think about it", so I am assuming their sales associate called them to warn them that the car was about to be sold). The GSM's customer service was terrible, essentially telling us "too bad, so sad, get over it and buy this more expensive car." I understand we are not working in a buyer's market, which is why we immediately agreed to sticker price without attempting negotiations. I didn't realize this would also extend to customer service. Needless to say, we will not be buying from Nalley Lexus in Roswell. More

Took 5 hrs to do the sales process although we agreed on the vehicle the day before. Bought a 3 month Cert. Lexus which going thru the 161 pt inspection the previous owners name and address was not removed the vehicle the day before. Bought a 3 month Cert. Lexus which going thru the 161 pt inspection the previous owners name and address was not removed from the nav system saved as home and her iphone bluetooth and contacts not erased. . Tried to charge me a illegal $599 dealer fee (Look up GA law). Tried to sell me tinted windows and resistall which was already installed and paid for by the original owner. (3 months earlier)All told they tried to charge me frivolous amounts which totaled $1800. If my wife had went by herself she would have gotten stiffed! More