Nalley Lexus, Roswell

2.8 out of 5 2.8

Reviews

2.8 out of 5 2.8
211 lifetime reviews. A dealership's rating is calculated by averaging scores from reviews received in the past 24 months.

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  • 1.0 out of 5
    August 19, 2019

    I recently dropped my vehicle off at Nalley Lexus for recall repairs. I met with a service rep who explained the process. He entered my vehicle information... on the computer and while getting the mileage, he noticed I had occupants in my car was helpful enough to retrieve the key from me and turn on the air conditioning so they would be comfortable while waiting. I agreed to an oil change, wheel balance and aligning since the maintenance light was on. Once notified all work had been completed, I returned to pick up my vehicle from the dealership and noticed several lights blinking(ABS, Cruise, Ect Snow, P/S) that were not present before on the instrument panel. I brought it to the attention of the service rep who said he thought I was referring to one light, not a "blinking Christmas tree". He apologized and said they would fix the issue. A day later he called and told me the mechanic was insisting the lights were blinking prior to working on the vehicle. I reminded the rep he entered my vehicle when I dropped it off and the lights were not blinking then. He said the mechanic had already spent 3 hours diagnosing the vehicle and couldn't identity the cause for the lights, but was sure the recall work was not the cause. I was told if I wanted further diagnosing it would cost $400 which would go towards the cost of any repairs needed. I can say with absolute certitude and certainty that my vehicle did not have this issue when I delivered it to the dealership. As a result, I refused to pay since they couldnt diagnose the problem and this unknown repair could end up costing me thousands. Why should I pay Nalley Lexus for an issue that arose while my vehicle was being serviced at their dealership? I would not recommend this dealership to anyone because they are not trustworthy and might end up costing you more money.

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    Does not recommend this dealer
    Came in for service or repair
    Did not make a purchase
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    Dealer Response

    Hi Fixit1, thank you for taking the time to let us know about your recent experience. We are disappointed to hear that you are not satisfied with your... visit. Please reach out to us at (404) 994-4325 so we may assist you in moving forward towards a resolution to this and restore your faith in our dealership. Ruben Santiago, General Manager

  • 5.0 out of 5
    July 19, 2019

    I had an outstanding experience from start to finish at Nalley Lexus Roswell, and it's obvious from all the 5-star reviews here that they treat everyone... with the same professionalism. Got a mint-condition 2006 Lexus LX470 (Toyota Land Cruiser in a tux) that's almost too flawless to believe. Paid a very fair price and was offered the same for my trade-in. The process was smooth and easy, and everyone I dealt with was as authentic and aboveboard as you could ever ask for. Thanks in particular to Simon, Dan and Jose for taking great care of me throughout.

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    Does recommend this dealer
    Shopped for a used car
    Did make a purchase
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  • August 10, 2016

    The first great car buying experience I have had. I worked with Austin and Skip and they were awesome. To save me time Skip had another car moved from... the Smyrna Nalley dealership to the Roswell dealership and had it checked out for me. Then after buying the car Austin personally drove the car to my house the next day!!! People these guys are ALL customer service. Best experience ever!

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    Does recommend this dealer
    Shopped for a used car
    Did make a purchase
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  • 1.0 out of 5
    May 30, 2019

    ****BUYERS BEWARE***** If you’re looking to purchase an L-Certified Lexus from Nalley of Roswell make sure you carefully review your 161-Point Inspection... Checklist CAREFULLY and request your Sales Rep to give you their Internal Checklist to cross reference. I bought a 2016 RC 350 in January 2019 from Nalley Lexus of Roswell. May 2019 I took my new ride into Nalley Lexus Smyrna for my 1st Complimentary Service and found I needed 2 New Tires. Apparently the 161-Point Inspection Checklist I was provided at the time of negotiating was FRAUDULENT stating all 4 tires were essentially new. It should be noted, this is my 2nd RC 350 and my 3rd purchase from the Nalley Lexus Family. The tires should have given me 12-15k life vs. 5k. When I questioned my Sales Rep, he provided me the Internal checklist that revealed the tires were halfway thru their lifetime, and insisted Nalley Lexus of Roswell and Josh Jones (General Sales Mgr) “ Would love to help.. but it looks like we did everything correct on our end..”. Clearly Nalley Lexus of Roswell did not. Obviously whomever completed the 161-Point Inspection Checklist made an error, which Nalley Lexus of Roswell could have easily resolved for a 3x repeat and referral Customer but chose to show their “Appreciation” by doing absolutely nothing. My suggestion is if you’re looking for a Lexus, definitely go to Nalley Lexus Smyrna. Their service dept. is EXCELLENT and I know I’ll definitely purchase Lexus #4 from Nalley Lexus Smyrna

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    3.0 out of 5
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    Does not recommend this dealer
    Shopped for a used car
    Did make a purchase
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    Dealer Response

    Hi E Mitch, thank you for taking the time to let us know about your recent experience. I am sorry to hear that you were not satisfied with your visit.... I would like the opportunity to find out how we can better assist you in the future. If you are willing, please contact me at (404) 994-4325. Mike Balog, General Manager

  • 5.0 out of 5
    March 20, 2019

    Came in to inquire about services due on my vehicle. 2017, purchased in AZ. Arnold was outstanding, very informative, and very patient as I had a lot of... questions. Will start using this facility and will request that Arnold be my advisor. Thank you.

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    Does recommend this dealer
    Came in for service or repair
    Did not make a purchase
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  • 3.0 out of 5
    December 13, 2018

    After talking to someone on the phone 1 time, I received more than 6 calls in less than 24 hours. And I'm not even including the emails... if something... was setup, that should be good and no annoying calls should be made. I know a sales person has to sell but...

    2.0 out of 5
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    Does not recommend this dealer
    Shopped for a used car
    Did not make a purchase
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  • 1.0 out of 5
    September 17, 2018

    On 9/8//18 I took my car to Nally Roswell Lexus for maintenance work and requested they also check to see why my radio got static when I turn on my rear... defrost button. The dealership stated I need to have my cabin filter changed for my maintenance and in order for then to diagnose my static situation, they would have to take my rear window off. As such, I informed them I did not want the defrost button fixed. The next morning, I turned my car on and my front defrost button was blinking and I could not operate any other panel button until the light stopped blinking which was about 30 seconds and my fan did not automatically come on as it had prior to my service with this dealership. This happened each time I started my car after it had been sitting for at least 2 hours or more. I scheduled another visit for them on 9/14/18 to look at my car and explained what was happening and informed them this was not happening prior to my service I received from them. The service manager argued me down and stated they did not cause this and I argued my case that they did. He insisted that I needed to pay an additional $300 plus for them to remove my rear window because my antenna was causing this malfunction. I refused to pay the money and left because I knew that did not sound logical and was confident they did something to cause his malfunction. The weekend I called several other service departments and described what my car was doing and informed them of the service and they stated it sounded like my cabin filter. I also googled the problem and found the same information. I called the General Manager 9/17/18 and he basically called me a lie and stated they would not repair my cabin filter even though they did not install it properly and referred me to a different location. He never acknowledged that they could have made a mistake nor took ownership of causing this new problem when I had no problem prior to entering their shop. Blinking Defrost light**SOLVED** - ClubLexus - Lexus Forum Discussion

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    Does not recommend this dealer
    Came in for service or repair
    Did not make a purchase
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    Dealer Response

    Hi Winston, thank you for taking the time to let us know about your recent experience. I'm sorry to hear that you were not satisfied with your visit. ...When you have an opportunity, please reach out to me at (404) 994-4325 so we can try to restore your confidence in our business. Thank you again for taking the time to reach out to us, and I hope to hear from you soon. Mike Balog, General Manager

  • 5.0 out of 5
    August 24, 2018

    On August 22nd I wrote a review complaining about the sales process. I wanted to add to this as the GM of this dealership contacted me, took ownership... of the situation and helped us to find another suitable vehicle. Appreciated the responsiveness and ownership.

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    Does recommend this dealer
    Shopped for a used car
    Did make a purchase
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  • 1.0 out of 5
    August 22, 2018

    Terrible experience. Dishonorable sales practices. We visited the lot this past Saturday and had several calls with the sales person and sales manager... in the following days regarding a used SUV we wanted to purchase. Long story short - we worked out a deal and had scheduled an appointment to pick up the vehicle at 3pm today. Only to get a last minute call from the sales person to let us know the deal was off because they sold the SUV to another buyer in the interim. I guess they squeezed a few more dollars out of some other buyer. Then they had the nerve to try and push another SUV with higher mileage on us! Yeah, right! You just proved that your word is worth nothing and you can't be trusted to keep a deal. As if we'd EVER consider purchasing a car from this place. What a joke. I would look elsewhere for a dealership you can trust to keep their word and will be sure to share my story with everyone I know in the community. If it saves even one consumer from wasting their time with Nalley Lexus - it will be plenty.

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    Does not recommend this dealer
    Shopped for a used car
    Did not make a purchase
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    Dealer Response

    Hi Anthony, we appreciate your honest review. We set a high standard for ourselves, so I apologize if your experience with us was not a positive one. ...Please reach out to us at your earliest convenience so we may further assist you in working towards a resolution. Mike Balog, General Manager, (404) 994-4325

  • 5.0 out of 5
    July 13, 2018

    This was the most pleasant car buying experience I have ever had. Thanks to Sales Advisor Mr. George Adeosun and Finance Manager Mr. Muhamed Njie I did... not feel pressured and I felt like I was amongst family. Great price, first class service and my family loves the vehicle. Thank you again gentlemen!

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    Does recommend this dealer
    Shopped for a used car
    Did make a purchase
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