Nalley Lexus Galleria

Horrible Customer Service I came in and test drove the Lexus RX 350 and actually really like the vehicle a week ago. It took a while for us to get a rep. We had to go inside a I came in and test drove the Lexus RX 350 and actually really like the vehicle a week ago. It took a while for us to get a rep. We had to go inside and look lost before someone attempted to help us. The lady apologized and said she would send someone out to us. While waiting for a rep we met Muhamed who was very friendly and energetic. Too bad he wasn't my sales rep because he seemed to be on top of things and very pleasurable and excited but he already had a customer. The sales rep that we finally got did not seem as if she was really interested in making a deal on it. She gave a quote and we asked her twice if they could go any lower and she kept saying no they couldn't. She never once went to go and check and never brought her manager in to negotiate the price. She went to make a copy then brought her manager in to meet us as we were leaving. Her manager gave us his card and said to call him if we needed to because sometimes the sales rep gets busy. I actually called Eric the "sales manager" on Friday 10:40am and was told by the secretary that he does not come in until 11am and she would transfer me to his voice mail. I said that would be fine and I left him a message asking him to contact me via email or call me. I left all my contact information & stated that I was currently out sick and was heading to the doctors office so I could be reached later on in the day or via email if I missed his call. I advised him that the sales rep Chante had emailed me that she worked on the numbers and that she would go over them with me and to either call her or reply to her email. I chose to reply to her email since I was sick and till this day I have still not received a follow-up email, acknowledgement email, or a return call from her or her manager and it has now been 4 days. I did finally receive a computerized text message asking me to call Chante, even though I left a voice mail to receive a return call from the manager. Not only was I sick and attempting to still handle business I was also inconvenienced. This is a true case of how poor customer service skills will make a customer no longer want to purchase something from a company. Some people do not believe in working for their commission check and I'm not going to do someone's job for them when I'm offering up my hard earned money to them. I even had to look up the carfax on the vehicle myself that I was told would be reviewed with me that same day to see if it was still under warranty. I only went to that dealership because my mom bought her Lexus there and said she had a good experience. I guess the sales rep/manager did not actually want to sale the vehicle after all. I am very big on customer service and am disappointed in the lack of follow up I have received from this company. I will continue to look else where to purchase my vehicle at a place who actually cares about potential customers. Then to top it off she emails me the same day I did this review and states that she has messages from me making appointments to come in to the dealership and speak with her as well as we spoke a few times. I would love to see the messages with that information attached to it because I have never made such appointments nor have I ever had a phone conversation with her. Then she closed with "Thanks alot for the bad review on dealer rater, when I did what I could to earn your business. If you have a change of heart please let me know. We still have that Lexus RX 350 that you are interested in....". This dealership is so unprofessional but at least she did apologize for her manager not calling back and may I add he still hasn't followed up. Call me old fashion but earning someone's business is responding to their emails and returning calls and providing excellent customer service. More

High Expectations - Tough to Meet Recently had IS350C in for service. In several areas the service was excellent and almost above and beyond. One area where the top was loosing Recently had IS350C in for service. In several areas the service was excellent and almost above and beyond. One area where the top was loosing paint because of a rubbing in the trunk, I left a little disappointed. I think my expectations are too high when it comes to the care and maintenance of my 3 Lexus cars. Overall a good visit. More

Great experience! Antonio was helpful and patient while we looked for our new car. We don't enjoy the car buying experience. It always ends up be a long, painful proc Antonio was helpful and patient while we looked for our new car. We don't enjoy the car buying experience. It always ends up be a long, painful process and while we end up with the car we wanted, we're exhausted from the process. While our process was long (it was our fault for buying a car on a Saturday) it wasn't as painful as it usually is. Antonio was very knowledgeable and courteous, as was the sales manager Eric. Both answered all our questions and we feel we got a great deal. Nalley is a first class organization that really goes the extra mile when it comes to treating their customers right. We've owned Mercedes, Land Rovers, Audi's, Volvo's and none of them had the customer service of Nalley. I would recommend Antonio and Nalley to anyone in the market for a new or used car. More

Above and beyond . . . I would like to say thanks to an exceptional Nalley employee who made a real difference to me and my family recently. After my daughter's 1999 Lexus I would like to say thanks to an exceptional Nalley employee who made a real difference to me and my family recently. After my daughter's 1999 Lexus 300RX failed to start, we had the car towed to your dealership on Sunday, I was pleasantly surprised when I received a call before 7:00 am on Monday to start the repair process. He directed me to Sheila Foley who worked quickly with the service team to diagnose the issue and suggest repairs. Sheila is pleasant, responsive, attentive, knowledgable and was genuinely concerned about helping us. Unfortunately, it did not make sense for me to make the repairs at the time, and after determining the car was drivable I arranged to have my daughter return to pick up the car. After agreeing to meet my daughter when she arrived to pick up the car, Sheila even called me personally that evening before she left work to make sure Teresa had made it safely back to home (over two hours away!) That phone call touched me deeply, and speaks volumes of her true character. It was important to me that customers know this took place, and most of all I wanted to say thanks to Sheila. THANK YOU!! More

Completely Satisfied I bought my IS250 in December 2014, but wanted to hold off on the review until I experienced both the Sales and Service Department at Nalley Lexus Smy I bought my IS250 in December 2014, but wanted to hold off on the review until I experienced both the Sales and Service Department at Nalley Lexus Smyrna.. and I can honestly say I’m definitely a 100% a Satisfied Customer. The Purchase: When I arrived at the Dealership, I was almost put off by not being immediately swarmed by a Car salesmen as I stepped out of my car, (It’s shame how we’ve come to expect that behavior) but it was nice to browse the lot a bit on my own. When I walked inside I was immediately welcomed by the Receptionist and a Salesman was promptly paged. After a few minutes, I was greeted by Muhamed Nijie. He was extremely knowledgeable and pleasant. I truly appreciated his “No pressure” style. He along with Larry Guarcello (Business Mgr.) negotiated financing which was even better than the Pre-approved Financing I walked in the door with. As a single Lady, car buying can be a bit intimidating, but the Sales Team made me feel less like being in a Lion’s Den and more like working with a trusted family friend. Also I have to add, the excellent customer service has not ended since I drove off the lot. Mohamed has been awesome at following up a few times to ensure I’ve been enjoying my new ride (2012 IS250) and making sure my tag transfer went smoothly. The Service Dept: About 3wks of blissful IS250 ownership my Tire Pressure sensor light came on and I realized I must’ve missed that step of “Kicking the Tires” when I bought the car. So I booked an appt. online at Nalley Lexus Smyrna Service with Chris Wells. (Side note: Before booking the appt with Chris, I read several favorable reviews on Google.com specifically referencing his wonderful service.) After price shopping the major tire retailers the day before my appt I found the Dealership’s prices were on average about $65.00 higher.. But because I read such great things, I decided to give it a go and glad I did! Once I pulled in, I was immediately greeted and escorted inside to have a Latte at the Café while I waited. Turns out the cause for the Tire Sensor was a nail jammed into the back Driver side tire, which would need to be replaced. Chris reviewed the same options I researched previously, but to my surprise without having to haggle, or arm-wrestle to get a deal, the price was the exact same as I found on the lowest Competitor’s site. So just as I was about to skip out, thinking I only needed one tire.. upon further inspection I actually need the front 2 tires replaced too. Ugh! Just when I was gearing up for the tears, I explained to Chris that I just bought the car and haven’t even made my 1st payment yet.. He said, “Hold tight.. let me see what we can do.” Well let’s just say the Reviewers of Chris Wells certainly did not lie. He along with his Service Mgr. Chad Duncan worked with the Sales Dept and I rolled out with 2 brand new front tires at no cost!! Love, Love, Love these guys and I’m looking forward working with Nalley Lexus Smyrna for ALL my maintenance needs to ensure I can keep “Taking corners at 60mph”!! More

A Unique and Personable Experience I really do love my new Lexus ES 350. The more I drive it, the more I love driving it. By day three, I was really appreciating the Lexus driving exp I really do love my new Lexus ES 350. The more I drive it, the more I love driving it. By day three, I was really appreciating the Lexus driving experience. Heather was outstanding to work with. She is very personable and demonstrated the ability to adjust herself to me in order to meet my needs. She is a great listener, and she provided me with quite a bit of information so I could resolve any concerns I had. I have not purchased a vehicle since 2000, so I definitely was not aware of all of the new technology in vehicles today. She programmed my vehicle features, and she took the time to review my vehicle with me. Heather did not pressure me. She responded to all of my questions in a timely fashion. She referred me to different vehicle rating resources such as JD Power. She wanted me to be comfortable knowing that I would be selecting a high quality, highly rated vehicle. Robert is also very personable, open, and considerate. He really did take into account me as a person. I never felt like I was being categorized with others or compared to others. He worked out solutions just for me. I have not experienced the service area as of yet, but I am expecting another uniquely personable experience. I have had five wonderful Lexus driving days so far. I am looking forward to more. Purchase from this dealership. You will not be disappointed. More

First time visit to Nalley Lexus Galleria Thanks go out to the outstanding team at Nalley Lexus Galleria for their great service. My Sales Consultant Horace McMillan was patient, well informed Thanks go out to the outstanding team at Nalley Lexus Galleria for their great service. My Sales Consultant Horace McMillan was patient, well informed, and very professional. Manager Randy Toole made sure we got the deal done. The finance director Robert Collier was through and easy to work with. I also want to thank Allen Furlong for taking the time to explain in detail what had been done to the car in the service department. This dealership earned by business, they are simply outsatnding people to work with. More

David Allsbrook David is a professional - Hard working customer focussed, considerate, honest and a pleasure to work with in general. David has always taken care of m David is a professional - Hard working customer focussed, considerate, honest and a pleasure to work with in general. David has always taken care of me and more importantly - my car, which is why I return to Nalley Lexus of Marietta. - Jason C. More