Nalley Lexus Roswell
Reviews and Complaints

DO NOT BY A CAR FROM THIS DEALERSHIP: I recently bought a 2010 Rx 350 from this dealership. I've had this car for less than 6 months, and I've already had to replace the battery and starter in the first two months. I've also been having issues with the steering, which is gonna cost me $3,400 to fix. The service techs at the dealership confirmed all of this. On top of that, there are other problems with the car that need to be fixed, adding up to a total cost of $5,100. I paid $12,000 for this car, and when I bought it, they told me that all the maintenance had been done and that they don't sell used cars with problems - they send those to auction. Well, I guess their definition of "problems" is different from mine. The GM, Ruben, won't even address these issues or fix them. I've left him multiple messages, but he never calls back, whether I leave a voicemail or talk to a real person. They said they stand by their cars 100 percent, but less than 6 months later, I have a car that cost me $12,000 but needs $5,100 in repairs. Is this really where you wanna buy your next car, either for yourself or a family member?

The Lexus dealership and service at Nalley Lexus Roswell is the absolute worst! I only bought a Lexus because I heard their service was amazing, but the service manager at this location, Suldjio, proved that to be the biggest lie ever! They finally changed my dash after almost 2 years of waiting for a recall, but in the process, they messed up my steering wheel. This nearly caused me to get into a really bad accident! I had to tow my car back to them to fix their mistake. They checked the car and claimed the problem was the battery. So, they changed the battery and charged me for it. But guess what? As soon as I picked up my car, the same problem happened again! I had to tow my car back to them for the second time! They kept my car for a whopping 20 days and still couldn't fix it. Then, they had the audacity to ask for another $700 to change the sensor. On top of that, they threatened to call the police on me if I didn't return the loaner car today, even though my car still isn't fixed! I explained that I was in the hospital and couldn't come, even sending them a photo to prove it. But they didn't care one bit! I still believe Lexus is a good company, but unfortunately, it seems like they don't care about the people they hire or the people who buy their cars. Otherwise, this kind of thing wouldn't be happening right now!

Buying a car from this dealership was a terrible idea, one of the worst I've ever had. If I had read the reviews before buying, I would have chosen a different option. I bought my car on August 3rd, and it has been a headache ever since. Before buying, I checked the oil dipstick and noticed it was a bit low. But I always change the oil on new cars as soon as I bring them home, just to be safe. However, the next day, the dipstick was completely dry. I contacted the dealership and asked for the invoice from the shop where the oil change was done. They later told me that the car somehow made it off the lot without inspections. Can you believe that? How is that even possible? Who doesn't inspect a car before setting a price? It's fraud. I told them they could come pick up the car and put oil in it before driving it back to the dealership. They did that. Fast forward to August 7th, and they had the nerve to charge me $40.00 for the loaner car they gave me while my car was being inspected (that issue has been resolved now). Now, it's September 10, and my temporary tag expires on September 17. Yesterday, I found out that they just sent my tag information to the DMV for processing. I pay my taxes, make payments on time, and do everything right, but this dealership is a complete mess. Avoid it at all costs. And to make matters worse, no one ever answers the phone. Nalley Lexus, I have proof, so don't try to cover your tracks on this one. Have a great day!

I saw a Lexus certified vehicle on the dealer's website for a good price. It had low miles, so I decided to inquire online and appraise my trade-in on the website too. They gave me an appraisal amount. When I got to the dealership, they tried to give me less money for my 2017 Dodge Charger. I told the salesman that the appraisal on the website was higher and that other dealers had offered me more. He went to talk to someone and came back saying they would give me the higher amount because they saw the appraisal on the website. I then asked if the car came with a CPO warranty since it was listed as certified. The salesman went to talk to his general manager, who said the car wasn't certified because it had aftermarket wheels. When I went to sign the contract forms with the financial director, I added the extended warranty because I was told the car wasn't certified. After submitting a review through the Lexus Survey, I mentioned how it was false advertising to list a car as certified when it wasn't. The used car manager called me and said the car was actually certified and she would talk to the salesman about it. She asked if I wanted to keep the extended warranty. I wasn't sure because I felt like I had made a mistake buying it since I was given wrong information about the car's certification. I went back to the dealer to see if I could remove the extended warranty from my contract. The finance director said I could remove it, but the money would just come off the loan balance and my monthly payments would stay the same. The general manager didn't know much about the vehicle. 18 days later, I received a Lexus CPO letter.

I got my 2010 RX350 serviced at Nalley Lexus in Roswell, GA. They did the 100,000 mile service, which included new tires and a tire rotation. After that, my wife and I drove from Atlanta to Pittsburgh on 11/12. During the 650 mile trip on the highway, I noticed a thumping sound coming from the front left wheel. When we arrived in Pittsburgh, the noise got worse. So, I took my car to Rohrich Lexus to find out what was wrong.

The people at Rohrich were really nice and helpful. They told me that it was a miracle that the left front wheel hadn't fallen off. The thumping was because Nalley Lexus hadn't tightened the wheel properly. They only hand tightened it, and they couldn't explain why it hadn't come off. Thankfully, Rohrich fixed the problem and made my car safe again.

I contacted Nalley to let them know about this huge mistake and how dangerous it was. I'm really angry and confused about how this could happen. My family was in serious danger because of this unbelievable failure. The service manager at Nalley told me that he's seen this happen 4-5 times in his career, which is really shocking and disturbing. On the other hand, the service representative at Rohrich said that he's never seen anything like it in his 25 years of experience. There's definitely something wrong at Nalley.

Nalley offered to pay for the service call at Rohrich in Pittsburgh and give me two years of free service. But during our phone conversations, the service manager actually laughed at me twice. I can't understand why. This offer doesn't make up for the seriousness of their mistake and negligence. I can't trust this dealership anymore.

So, I gotta say, I never write reviews or anything like that. But, I work at a car dealership myself, so I thought I should let someone know about my experience. When I got there, I had to ask someone for help finding my way around because nobody even noticed us. Then, when I was in the showroom, a bunch of employees walked by without saying a word to my friend or me. We had to go find someone and ask for help to get a salesperson. It seemed like nobody wanted to sell a car. Finally, we got a salesperson named Jennifer, and right away, we felt like she was judging us. I look young, and so does my friend. I have really good credit and make good money, and I was ready to pay cash for the car, finance with Delta (I already got approved), or even give Lexus a chance and put $15,000 down if they gave me a good payment and rate. Jennifer was nice, but we could tell she didn't think I could afford the car. It was like she thought we were just wasting her time. I could have bought that car with cash! She kept asking where we worked, like five times, and she didn't believe me when I said I had a low rate with Delta. She even asked to see my approval letter. It felt like she was judging me because I look young. She asked me like five more times how much I was gonna put down. I just wanted to know the total price. We couldn't believe how bad the customer service was. I would never let that happen at our dealership. Then, the manager, let's call him ***, comes out when he finds out we work at a dealership. He acted all defensive and showed off his ego. The Carfax retail value was $10,000 less than what they were selling it for, haha. He said he wanted to see it, like he didn't believe I could find it. So I showed him on my phone, and he said he didn't want to see it. He just said, "This is the price, take it or leave it." No problem. I found a similar car, a year newer, at another Lexus dealership for the deal I wanted. I'm picking it up tomorrow. They had a buyer right in front of them, but their ego cost them a sale.

Reuben refused to repair my vehicle over a dispute regarding the damage's cause. He told me to tow it away. I'm appalled by his lack of professionalism. Reuben lost his temper. I maintained civility, merely questioning the cause of the damage. He insisted I retrieve my car or face it being towed. His conduct was shocking. Considering legal action is now on my mind.

Reuben refused to repair my vehicle over a dispute regarding the damage's cause. He told me to tow it away. I'm appalled by his lack of professionalism. Reuben lost his temper. I maintained civility, merely questioning the cause of the damage. He insisted I retrieve my car or face it being towed. His conduct was shocking. Considering legal action is now on my mind.

Poor customer service - I placed an order for a 2022 Lexus RX and they told me I needed to put a $1,000 deposit on my credit card. But then Lexus said they couldn't fulfill my order because the color I wanted wasn't available. I had already told them the color I wanted before I placed the order and gave them the deposit. I tried reaching out to my sales rep through emails, calls, and texts, but they never responded to my requests for a refund. So, I want to warn other buyers - be careful when ordering a new car from Nalley Lexus.

I bought a Lexus GX from Nalley Lexus and traded in my car. I financed the remaining amount through Lexus. But now, after three weeks, their finance director called me and said I didn't pay enough tax. They want me to pay an additional $450 on top of the 6% sales tax that I already paid. I asked for an invoice to show the total tax amount due, and if it's legitimate, I'm willing to pay the extra. However, they didn't give me the invoice. Instead, they just threatened that if I don't pay the extra $45, I won't get my tag. It's really frustrating to see how businesses operate and try to make extra money.

I bought the car 'round 6/30. Sal Damico, my sales guy, and Moe, the finance manager, told me I got a Lexus warranty, bumper to bumper. Moe said it's the warranty for certified cars. My car ain't certified, but they said it's a Lexus bumper to bumper warranty for 3 years or 36,000 miles. Turns out, it ain't a Lexus warranty, but some Fidelity company warranty. That's messed up, man! It's shady and not right 'cause I coulda got a better warranty from my credit union (I financed through them) for 48,000 miles or 4 years, and it woulda cost less. I used that company before for my old ride. But the Lexus dealership acted like their warranty is the best, even though I never actually bought a real Lexus warranty.

Transaction Date: 6/8 Vehicle buyer's order: STK: MCXXXXXX I need help with the questions I sent to the Sales Manager via email and the Finance Manager through a voice message. 1. The rebate that was agreed upon in the quote was not honored in the final buyer's order. I didn't pay attention to the breakdown list because I trusted them. (Please compare the two attachments to see the difference.) 2. Initially, I declined the service of Resistall and GAP insurance, but the Finance Manager told me there would be no cost for me, so I agreed. However, in the buyer's order, RESISTAll is listed as $999 and GAP is listed as $995. I asked why at that time, and she said the dealer balanced it out in other ways. I trusted the Nalley brand and didn't press further for an answer. But now, this is concerning me. 3. There is a cost of $7094 listed under Lienholder: Bank of America NA. I called BOA, and they said there is no fee from them, but no one has answered my question about what it is. I trusted Nalley Lexus, so I didn't pay attention to it, but no one has given me an answer.

I bought a used 2015 Lexus ES350 from Nalley Lexus in Roswell on January 12. After taking my car to ***, I discovered that it wasn't actually certified. It needed new brake pads, coolant, transmission fluid, and spark plugs. I called the general manager, ***, and informed him that the car was advertised as certified when it wasn't. I considered it to be fraud. Thankfully, he agreed to rectify the situation by certifying the car at no additional cost to me. He also offered a 2-year or *** mile warranty, which I accepted.

However, on August 24, 2022, I encountered an issue with two leaking rear struts and took my car back to Nalley Lexus for repairs. To my surprise, they denied my warranty claim, stating that the car was sold "as is." The problem arose because they failed to enter the certification information into the Lexus database, causing it not to show up as certified. I repeatedly requested them to correct this and ensure that it was properly entered as certified. Whenever I went in for an oil change or tire rotation, they didn't charge me because it was covered under the L/Certified by Lexus agreement.

Frustrated with Nalley Lexus's response, I decided to take my car to *** automotive in *** GA to fix the leaking rear struts. The cost of the repair came to $1,181.19.

I bought my 5th Lexus with cash from Nalley Roswell last winter. My wife also bought her 3rd Lexus from the same dealership. The salesman told us it was a VIP Dealership and listed the benefits, like car pickup for service. However, he didn't explain the car to me properly and rushed me out the door. I should have walked out then. I used to like the car, but almost a year later, I still don't know how to use many of its features. I tried to set up a service appointment, but the department never called me back. I left 4 messages for the service manager, but they never called me back either. I spoke to the Dealership manager once, but despite leaving many messages, I never received a reply. It's clear that this Dealership doesn't care about their customers, servicing cars, or keeping old Lexus owners. Some VIP treatment, huh? Lexus has always provided a great experience, but this Dealership seems to have some problems. I need someone to show me how to work the car properly, including features like Apple CarPlay, seat adjustment, and the foot trunk signal. Last summer, after contacting Lexus Corporate, someone from the Dealership reached out to me and made an appointment to go over the car details. However, they canceled the appointment and I never heard from them again. I would appreciate it if someone not associated with Nalley Lexus Roswell could explain the car details to me.

10/21 Absolutely horrible experience here. Called 'bout a used vehicle. Sheena was great & said to call when we got close to the car lot. We did as instructed. She introduced us to the guy who would be takin' care of us. We test drove the vehicle. We sat down with the guy to go over all of the details of the truck, the options & the car fax. Another salesman came into our office & asked for the keys. I assumed that he was puttin' 'em away. We finally get the numbers ran & just gave 'em permission to pull the credit history and someone comes in and says that the other salesman SOLD IT TO SOMEONE ELSE RIGHT out from under us ! We were in the MIDDLE of BUYIN' it when the other customer even TEST DROVE it. HOW IS THIS OK? How is this customer service? I asked 'em this. The manager just kept sayin' over and over again that it was their POLICY to sell it to the one who signs the dotted line first. So SOMEHOW it is MY FAULT that my salesperson is SLOWER than the other customer's? I have never been so disrespected when tryin' to purchase a vehicle. We had driven all the way from Dallas to come to Roswell to purchase it. My husband is a police officer, I am in Healthcare. Our days are few and far between on when we have 'em off TOGETHER to look at cars & now our whole day was wasted. Somethin' needs to be done 'bout their policies and the way they treat their customers. It was so unethical & NOT the way that YOU treat people.

About 4 weeks ago, Nalley Lexus fixed my car for an issue. They had to replace several parts, including the right front lower control arm, the passenger side axle, the front sway bar link, the lower passenger side ball joint, the front struts, the right front hub bearing, the dust shield, the outer tie rod boots, and possibly the steering rack. The total cost of this repair was significant.

However, within just 3 weeks of picking up my car, the control arm came out while I was driving. I was fortunate enough to avoid an accident or causing harm to others. I had to have my car towed back to the dealership, where they informed me that there was no pin attached to the control arm, which caused it to disengage and resulted in a loss of control over the car. It is extremely rare for a control arm to disengage, especially on a brand-new one. I am truly shocked by this level of incompetence and negligence, which could have potentially endangered my life and the lives of my family members.

As a result of this incident, my family and I fell ill for two days due to the exposure to cold weather and the traumatizing experience. This entire ordeal has taken a toll on us both physically and mentally. I am now seeking a refund for the repairs and compensation for the poor service and the horrifying life-threatening experience we had to endure.

Dishonest and not good at selling used Lexus. Wish there was option for 0 stars. I told the 3 people who answered my inquiry through Truecar that I only wanted to test drive a certain used car model with the best price. I asked for the final price in writing. They sent me an invoice and confirmed it, so I agreed to test drive and buy if there were no issues found by an independent mechanic. But things went downhill from there. The invoice had an extra charge for tinted windows and interior protection, adding up to an extra $1200. I asked why they added it after we agreed on a final price that didn't include those things. Their answer was that it's easier to talk about it in person. I pointed to the agreed price and said it was deceitful to change it. Their response was that they did give me the final price of the car, and these were charges for things already in and on the car. When I got the finance documents, they didn't credit the $1000 deposit. I had to ask for a refund. They also gave me several pages of repairs that were needed after I had already signed and put down a payment of $8K. They told me my FICO score was excellent the day before, but when they checked it, they said it was 590, so they gave me an interest rate of 13%. They refused to replace the floor mats, but then said they would send them by FedEx 4 days ago. I still haven't received them and they didn't give me a tracking number. The repairs report said they did an emissions test, but the finance manager said it wasn't in their system and told me to go get the emissions test and send it to them so they could refund me. They didn't give me a Buyers Guide or detailed specs. I had to ask for them after I got home. I sent a 5-page letter to the sales manager detailing each mistake. It was an incredibly stressful and tiring experience. I will NEVER go back to that place.

The dealer, with sales staff Austin excelling in Sales and Finance, made lots of talk before selling me the car on Wed 6/22. They said they would fix the damage to the front bumper and paint, and there's a witness who can vouch for it. They even said they needed to keep the car until Friday evening to do the repairs. But when I went on Friday, I noticed new damage to the rear tire well and rear fender that wasn't there before, and the front damage and paint were still not fixed. The manager agreed to fix it when I brought the car back. On Friday, in front of a witness, Austin explained why it was important to bring it back for repairs by Infiniti. But when I asked Austin about it on Friday, he ignored me until Monday evening when I reached out again. The car was damaged after the sale but before I got it. There's no written proof that the damage was there before they sold it to me. They gave me a CarFax saying there were no accidents and promised to fix the damage. But the dealership caused more damage between Wed and Friday when I picked up the car. The slick used car Manager said they won't do anything and sold me the car as-is. The dealership damaged the car they sold me before I got it. They used false advertising and promises to make me think the car had no damage and that they would fix any damage before I got it. You can find many complaints about this dealership online for the same reason.