Nalley Lexus Galleria

I got ripped off. Please read before buying here! I am absolutely devastated at how badly I was duped by Nalley Lexus Galleria. I am so sad I can barely see through my tears. My salesperson, Michael F I am absolutely devastated at how badly I was duped by Nalley Lexus Galleria. I am so sad I can barely see through my tears. My salesperson, Michael Furse, told me the Lexus brand was different, that they care and have a reputation to uphold. I have experienced NONE of that caring, "love the customer' hype so far - in fact, I have experienced nothing but the absolute worst customer service of any dealership I have dealt with. Before going in to the depth of it, I will first say that I bought a 2014 Lexus GX 460 on April 11, 2017 from this dealership. The vehicle had just been taken in on a trade and the salesperson (Michael) noted that he personally knew the person that owned it. He provided service records that showed all maintenance had been performed on schedule. The car had 27,000 miles on it. It was tagged as "do not sell", but Michael said that was because they had not yet cleaned it. I said I would purchase it after it received the 161-point inspection and certification, as long as it passed. I trusted Lexus. That was my biggest mistake. Fast forward to a few hours later. Michael calls and says the vehicle checked out, and that they were in the process of reconditioning it to "Lexus Certified standards". Well, turns out they FORGOT to inspect it. Yes. Forgot. But they told me they performed the inspection, and I paid $1,395 for it. So I take the car home, but notice that it is shaking pretty badly on the highway. The next day I noticed that the dealership took out the original floor mats (and replaced them with aftermarket ones) and took the tow hitch off. I also noticed that the vehicle had two tires that were completely bald on the inside edges, and two tires that were severely scalloped. To top it off, I noticed that both front upper ball joints were leaking grease. That same day, Michael Furse notified me that I needed to return to the dealership because they neglected to do the emissions test on the vehicle. That's when I realized that they never even checked this vehicle out. I returned to their dealership and expressed my concerns about the shaking, leaking ball joints, bad tires, missing tow hitch, and missing original floor mats. I also wanted to see the certification and 161+-point inspection paperwork (that I was never provided with). How convenient that they couldn't find it (that's because they never performed it!). So after battling with the shop manager, who said he would be "perfectly happy paying $55,000 for this vehicle with bald tires on it", and said he didn't see a problem with the upper ball joints with torn boots and grease leaking everywhere, I received two new tires, got the tow hitch back, and the floor mats back (yep. they admitted they took them hoping I wouldn't notice).I do happen to think all of this is partly because I am a female. I very seriously doubt any man would be treated this way. They also performed the inspection for the first time - and noted on it that all four tires were in 'like new condition". When I asked about that, they said that the "outer edges" were in like new condition, so that meets Lexus Certification standards. WOW. Lexus standards are very, very low, I guess. Of course, now with two new tires on the front and two old, cupped tires on the back, plus the torn upper ball joint boots, the vehicle ran even worse. I drove it for about 100 miles and returned. The sales manager absolutely refused to help me and stated that even though I bought the certification and the extended warranty, they would not perform any more work on my vehicle that shakes so bad it's hardly drive-able. He refused to replace the other two, worn tires or to even try to figure out why the car shakes. So far, I have spent four entire days at this dealership waiting on them to fix this car, and nothing has been done yet. Every time I show up they say they have no loaners, so I wait and wait and nothing gets done! Fast-forward a week... One week later the GX broke down. The transfer case was leaking oil and I couldn't get the car above 40 mph. I brought it to a different Lexus dealership who confirmed that by having two new tires on the front and two old ones on the back, it put stress on the AWD system, causing the transfer case leak and fail. GREAT. so they fixed that under warranty, but I still had to cough up $800 for two tires on a car I just bought two weeks ago (turns out you can't run two different size tires on the front and rear axles, so having two tires at 100% and two at less than 50% is a no-no. Why wouldn't Nalley Lexus Galleria have known that?? I practically begged them to do right by me and replace all four tires, but they flat out refused). I was also told it is going to need brakes soon, and that the rotors need to be resurfaced. Wow. Boy, did I get screwed by Nalley Lexus in Smyrna. And to top it all off, the upper ball joints are still leaking and the vehicle still drives terribly. I called the general manager, Bill Waibel, who was also of no help. He said he would get back to me and never even bothered to return the call. I have pictures and documentation of everything I have stated and will gladly show upon request. I would really hate for someone else to spend this kind of money on a car to get treated as badly as I am being treated. It's just bad, bad business. More

Service and Advisor (Henry Holman) I was throughly pleased at the level of professionalism and excellent customer service of Henry Holman. Henry was attentive from beginning to end on k I was throughly pleased at the level of professionalism and excellent customer service of Henry Holman. Henry was attentive from beginning to end on keeping me informed with what was going on with my vehicle, while balancing his time between all of his customers. His level of compassion and genuine concern is truly commendable. Thank you and continue to do a fantastic job! Oniel Stewart. More

Fantastic experience. Chad was a pleasure to work with. He was very attentive and took the time to explain all the features of the vehicle in incredible detail. I did not f Chad was a pleasure to work with. He was very attentive and took the time to explain all the features of the vehicle in incredible detail. I did not feel the typical car dealer pressure associated with purchasing a vehicle. It was a very relaxed experience and Chad made that possible. More

Been more than satisfied We have purchased two cars from Nalley and both experiences were great. The first car was my husband's and he worked with Randy Autery. We were both We have purchased two cars from Nalley and both experiences were great. The first car was my husband's and he worked with Randy Autery. We were both impressed with his patience and helpfulness. His advise was also appreciated. The second car was my purchase. This time we worked with Lawrence Dolby who is also a gem. Very happy and highly recommend both of these men. More

Purchased a car Lawrence Dolby was super pleasant, informative and very very helpful. I had very good experience. He went an extra mile to find the right car for me. Lawrence Dolby was super pleasant, informative and very very helpful. I had very good experience. He went an extra mile to find the right car for me. I highly recommend him. Excellent customer service. More

A pleasant experience!!! This is my first time at Nalley Lexus. I was recommended my a friend to come see Vic as my saleman. He made our transaction went very smoothly. I have This is my first time at Nalley Lexus. I was recommended my a friend to come see Vic as my saleman. He made our transaction went very smoothly. I have never had such a happy and satisfying experience like this before at any of the dealerships we been through in the past. I highly recommend you to come see Vic Trinh. Also to save you time you can make an appointment ahead of time. He will not make you disappointed. Trust me!!! More

Hidden Fees and Bait and Switch Tactics / Very Untrustworthy Offer "great deals' and incentives at first, but when the deal finalizes the truth comes out. lowered deal is then taken away due to the fact they of Offer "great deals' and incentives at first, but when the deal finalizes the truth comes out. lowered deal is then taken away due to the fact they offer the discounts on the price they quote you, but later tell you, only one discount works not all, thus changing the final price or higher interest rate. Vic doesn't even know his own product he's selling. He guaranteed "all NX F Sports all have the triple beam led headlights, and quotes us on price but later doesn't admit he's wrong, he finds another NX with the LED headlights with less upgrades and still tries to sell the switched vehicle to us for an even higher price. Learn you product and don't treat the customer like we don't know about vehicles. Also at least admit your wrong and don't try to trick us with a bait and switch. Just like the sign in your office about "Karma" , maybe you should read that and take it more to heart. I will be sure to tell everyone I know or run across to not come to you or your dealership. Very disappointed. We ended up going to another dealer and got the same vehicle for significantly less than you offered, and they knew the difference between the vehicles they were selling. More

Great personal service. Every person in this dealership was helpful in my recent buying experience. From the sales department, finance and service, I was treated the way one Every person in this dealership was helpful in my recent buying experience. From the sales department, finance and service, I was treated the way one would want to be treated. I highly recommend Nalley Lexus. More

No Customer Service Provided I recently purchased an ES350 from another dealership and shortly thereafter, we noticed the truck release button was not working. Called the Lexus G I recently purchased an ES350 from another dealership and shortly thereafter, we noticed the truck release button was not working. Called the Lexus Galleria dealership and was given an appointment for 3:30 pm the same day; we also arrived early to ensure no long wait. What we received was “No Service from the Dealership”. Since this was the first time here, I watched to see the flow of traffic as we were in line. We noticed the service employee would greet the customer at their car, provide them with a ticket and proceed to move their vehicle to a waiting area for repairs. The two employees assisting customers did not let us know someone would assist us shortly. They both just ignored us. We sit in the car for a few minutes waiting for assistance but no one arrived. The young man looked in our directions and went inside the building. The lady looked back at us and also went inside the building. It wasn't until I got out of the car and asked for the service manager's name that we even got someone to help. At this one, I decided it would be better to use another dealership to fix our issue. The guy who previously ignored us attempted to come over to our car as we were driving off; I guess he noticed that we were leaving. I called back and asked to have Chris, the service manager, call me back so I could explained the issue we experienced. When Chris called, I told him about our interactions with his staff and informed him that I worked in management and am in the military. The conversation was about employees being a reflection of management and the need for additional training so these types of things don't occur. He apologized and said they had a lot of walk ins and suggested that I go to the Roswell location. He never said he would address the issue with his employees nor invited me back so he could personally ensure our concerns were addressed. The problem is with the employees who are a reflection of the management staff. Do yourself a favor and drive the extra distance to a dealership who will appreciates and show respect for all their potential customers and not some. Signed, MSgt Kelly More