Butler Lexus of South Atlanta

Very disappointed with my recent service experience. A true lack of communication and respect for customers' time. I did not receive the level of service I expected from the Lexus brand. A true lack of communication and respect for customers' time. I did not receive the level of service I expected from the Lexus brand. More

I have multiple Lexus cars and by far, this particular Lexus dealership has the worst customer service I have ever seen in a company this reputable. My mother bought her Lexus 2003 brand new, off the flo Lexus dealership has the worst customer service I have ever seen in a company this reputable. My mother bought her Lexus 2003 brand new, off the floor. I drove it to Atlanta and had some issues. Where I was staying at the time, was closer to Morrow but they wouldn't even look at the car because, LOL, it was too OLD... Craziest thing I have ever heard in my LIFE. I have a 2017 and I called to set up an appointment. The lady said they don't allow people to get loaners if it's their first time coming to them. They couldn't look at the car until Monday. They don't have this. Won't do that. All the same jargon that I heard the first time I called. I don't think these people want business and I honestly think they are scamming people to have that many rules on servicing a luxury vehicle. I don't think anyone should use them for purchasing and definitely not to get your car serviced. Wait.... Here is the best part..... I had set the appointment and then the lady said we don't do this or that... Nobody will even look at the car until this time... And when I canceled the appointment... She said... F u very much, like I didn't hear her. LOL Not thank you but F u very much. LOL I was cracking up but I still don't want anyone to use this particular Lexus company to get your car fixed. All of the other ones are so respectful and helpful and they want you to bring your car to them. Sad state of affairs that this one can't even get the car in the door because they have 2 million stipulations that keep the car from even being looked at. Beware. More

On August 5, 2024, I bought my 2015 Lexus LS460L to Butler Lexus for an electric rack and pinion replacement. During the service, the technician informed my service advisor that the ECU would also need Butler Lexus for an electric rack and pinion replacement. During the service, the technician informed my service advisor that the ECU would also need to be replaced. Given the rarity of ECU failures, I sought a second opinion from another Lexus dealership, Nalley Lexus Smyrna. The technician there confirmed that the ECU was in perfect condition, contradicting the initial assessment. This incident highlights the importance of seeking multiple opinions when faced with significant repair recommendations. While I appreciate the assistance of my service advisor, James, the presence of dishonest service technicians who pressure customers to replace unnecessary parts tarnishes the reputation of dealerships. Based on my experience, I recommend that Lexus owners exercise caution when visiting Butler Lexus and consider Nalley Lexus Smyrna as a more reliable alternative for vehicle servicing. This is the first time I have felt compelled to write a negative review about a dealership, and I hope that this feedback will prompt improvements in the service department to ensure customer trust and satisfaction. Although The service manager, Chuck, is an exceptional individual, it is imperative that he exercises greater vigilance in supervising dishonest technicians. More

Impossible to get thru to the service department. Or any other department. Phone rings and rings, and after several rings tells you to try later. This went on for two days. Tried using their online c Or any other department. Phone rings and rings, and after several rings tells you to try later. This went on for two days. Tried using their online contact. They did not respond. Going up to Nalley Lexus in Smyrna next week. More

Very poor experience buying parts from this dealership, they sent it to the wrong address listed on the West Coast when i needed the parts asap and live an hour away from the nearest Lexus dealership. I wa they sent it to the wrong address listed on the West Coast when i needed the parts asap and live an hour away from the nearest Lexus dealership. I was told that I would be reimbursed for the cost of shipping but I find that won’t be possible even though i was told by Parts that they would be able to reimburse me for that shipping cost so i could get my parts in a timely manner since it was their mistake. Parts was somewhat helpful but it still took weeks to get reimbursed for the parts. I would have had less of a headache if I bought/shipped the parts from a different dealership in an entirely different state since i was traveling. Very frustrating experience overall. More

Butler Lexus is the worst! There service department needs a complete overhaul and the service consultants need training on how to be professional. Yesterday I waited 2 hours There service department needs a complete overhaul and the service consultants need training on how to be professional. Yesterday I waited 2 hours for a simple oil change and found that my vehicle had not been touched in that time period. I had a 1:30pm appt., in which I arrived 15 minutes early. At 2:05pm, I was informed they are getting to my car. At 3:10pm, I asked the service consultant have they started on my car and the answer was "No". This "No" came with no apology or concern for my time. I asked for my key and left. I am currently at Nalley Lexus and the level of professionalism is night and day. At Nalley, I was immediately informed of a free update to the cars computer system... this was never mentioned at Butler. I will NEVER take my car to Butler/South Atlanta Lexus for anything. More

I brought my car in for a complete diagnostic. They provided a visual look and charged $165. . . . no paperwork on diagnostic; only a bill for $165. Mr. Paskel Simmons became defensive when I inquired provided a visual look and charged $165. . . . no paperwork on diagnostic; only a bill for $165. Mr. Paskel Simmons became defensive when I inquired about why a complete diagnostic was not completed. I am very dissatisfied with the service and would like a refund. More

I took my car in for service to have them diagnose a problem that I knew would take longer than 3 hours. I brought the Lexus Service Bulletin that went with this problem knowing that they would have to problem that I knew would take longer than 3 hours. I brought the Lexus Service Bulletin that went with this problem knowing that they would have to research it to pin point the diagnosis. I booked the appointment online and requested a loaner, no loaner was provided. I asked the Service Manager why not he stated I have not spent enough with them but he could make me a waiter. I have been going to this dealership to service my car originally in 2012 when it was Lexus of South Atlanta due to many times they have misdiagnose my vehicle. Under new management I thought the customer service would have improved. I ask to speak to the general manager to discuss the loaner issue just on principle. Turns out the Service Guy sent David Gibson the Service Director out to discuss the loaner policy with me. He again states I have not spent enough money with them. I explained to him that I have been going there since I got the car and they have misdiagnose problems saying I needed a water pump and didn't when I took it to another dealership. He states that I am giving your car back and refused to service my car. I would not take my car or advise anyone to take there car to Butler Lexus of South Atlanta if they were the last Lexus Dealership on Earth. I have spent tons of money at this place because of a misdiagnosed problem on LS460 and LX570 . I will try an Independent Shop. Because it took Lexus Service Department 3 times to fix a Brake Actuator. I needed Control Arms was not diagnosed until out of CPO Warranty, Water Pump stated needed took it to another dealership said I did not need a water pump. Don't take your car to this place and Lexus was the only place that ever touched this car. More