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Nalley Lexus Galleria
Smyrna, GA
426 Reviews
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Showing 426 reviews
December 16, 2020
Brought my 2013 Lexus in to get passenger door lock fixed. It seemed excessive at a price of about $400 but I paid it because I foolishly trusted them. This was about early 2018. Things like this shoul fixed. It seemed excessive at a price of about $400 but I paid it because I foolishly trusted them. This was about early 2018. Things like this shouldn't break in 5 years. A couple of months later, my driver's side failed. I asked if there was a manufacturer's defect. Salesperson told me things like these break from everyday use. Funny...I had another make vehicle for 5 years and another for 10 with no door lock problems. Sounds like poor quality on Lexus' behalf. And now they wanted to charge me over $650 to fix it. I researched the issue and fixed it myself...for FREE. It was simply a disconnected cable. Frauds. They are frauds. Amazingly, I was nice enough to not complain online. More recently I needed a windshield replaced due to a crack. I contacted them using the online chat. Gave them my contact info and no one has gotten back to me. Maybe they don't want to try and gouge me for more money. How considerate. Guess that was my tipping point. I'm backwards apparently! The only reason they even get two stars is because of the vehicle loaner program. More
by JJC
Employees Worked With
Unknown
Helpful December 02, 2020
It was pleasurable to work a deal with Horace. Even a small problem was smoothed out easily by him. He met us at a central location with all of the documents in place to complete a longer-distance trans small problem was smoothed out easily by him. He met us at a central location with all of the documents in place to complete a longer-distance transaction. He went above and beyond and is a great guy. More
by JoeS
Employees Worked With
Horace McMillan
November 30, 2020
We bought a car for cash, and they ran a hard inquiry credit report to take a check. I didn't discover this until later. I guess they are scared to do business, worried they might get taken advantage off credit report to take a check. I didn't discover this until later. I guess they are scared to do business, worried they might get taken advantage off, especially since that's what they do on a day to day basis. More
by whhandy
Employees Worked With
Paul Lazo
November 25, 2020
Other than talking excessively which both my sister and niece witnessed, my experience with the Salesperson, Samuel Ordonez was fine until an issue over mats. New mats were a part of the deal that I signed niece witnessed, my experience with the Salesperson, Samuel Ordonez was fine until an issue over mats. New mats were a part of the deal that I signed. However, Mr. Ordonez told me that new mats were installed when in fact, they had not been. Which he conveniently blamed on others informing that they were new. Next, he asked me to return to pick up the mats that had to be ordered and were due to arrive the next day. I agreed to this even after another Salesperson had suggested mailing them. I believe this Salesperson was questioning Mr. Ordonez's customer service skills. I chose to pick them up because Mr. Ordonez expressed that he wanted to install them. The day that I was supposed to pick up the mats, I did NOT hear from Mr. Ordonez until I reached out to him @5:25 pm, with his returning my message via a phone call @6:45 pm whereby he admonished me for not coming in to pick up the mats as if I could have magically known that they had arrived. Why would any rational person show up to pick something up that they are not aware is available? Mr. Ordonez went on to state that I should have chosen the mail option, which again was suggested by another Salesperson and not him. Mr. Ordonez also wasted a lot of my time trying to set up the SOS on my car which he "thought" the car had only to be told by the SOS operator, after several tries, that this feature is not available on my car. As a small business owner, my time is extremely valuable and limited, so I asked Mr. Ordonez to deliver the mats to my home which is @15 minutes from the dealership and his response was "...that is something I never agreed to or feel comfortable doing." Not once has he either apologized or accepted responsibility for failing to reach out to me on the date of the scheduled pick up until I first reached out to him and his reply was almost at closing time for the dealership. Unacceptable and definitely not indicative of the great customer service one would expect at a Lexus Dealership. My experience with the Finance Manager, Ryan McVicker was awesome as he explained everything in great detail, was warm, and friendly. In addition, I was VERY disappointed with the detailing after finding a bird splat on the grill, multiple spots of what I believe was tire shine or some other oily substance on the black exterior molding along each side of the car, crushed leaves on the passenger floor, and crushed leaves in the glove compartment, a plethora of fingerprints on the exterior and interior driver's door, etc. Mr. Ordonez was able to clean some of the areas and re-vacuumed the car. While I realize that the vehicle that I purchased is previously owned, I did not expect to receive such a disappointing detailing experience...especially after waiting for an hour+ for the detailing to be completed. This would be extremely disappointing for anyone but even more disappointing for me as an individual who hasn't purchased a car in 18+ years. Bottom line, the detailing or lack of detailing took away a lot of pleasure from my car buying experience and is definitely not what I expected from a Lexus dealership. Please note that my niece who witnessed some of the above has purchased three (3) cars from this Dealership in the past year and my sister who encouraged me to look at the Lexus brand after purchasing here last year was with me for most of the negotiation process with Mr. Ordonez. And neither of their experiences compare to mine. In summary, I believe that Mr. Ordonez is capable with additional training, especially in customer service and if he learns not to talk sooo much and out of both ends of his mouth. More
by cynthiadflowers
Employees Worked With
Samuel Ordonez
November 21, 2020
Horace was referred to me by three family members who have purchased cars from him. He is the consummate professional, extremely knowledgeable and patient. I would not hesitate to recommend him. The b have purchased cars from him. He is the consummate professional, extremely knowledgeable and patient. I would not hesitate to recommend him. The buying experience was awesome! More
by Sherdonc40
Employees Worked With
Horace McMillan
November 03, 2020
The worst sales manager experience ever. The sales consultant Cedric was fine but the sales manager was very rude. My wife and I literally were discussed and walked out. I was a repeat customer at tha consultant Cedric was fine but the sales manager was very rude. My wife and I literally were discussed and walked out. I was a repeat customer at that. More
by sabusa1
Employees Worked With
Bill Waibel, Cedric Wilcoxson
October 22, 2020
I had the most wonderful experience working with my salesman, Nadir Quadir, in purchasing my 2011 Lexus 450h. He was more than helpful and went ABOVE and BEYOND to make sure that my purchase was practi salesman, Nadir Quadir, in purchasing my 2011 Lexus 450h. He was more than helpful and went ABOVE and BEYOND to make sure that my purchase was practically effortless on my part by actually bringing my car to me, bringing all my paperwork, and handling all the details so that I only had to sign on the dotted line! He really made your dealership look great! Thank you for my beautiful car, I love everything about it! Thank you, Nadir, for treating me like royalty! What an outstanding sales person you are! More
by lisa
Employees Worked With
Nadir Quadir
October 20, 2020
I purchased a vehicle from this dealership back in May of 2018. From the beginning, I had issues with customer service and sent an email to the managing staff including the general manager to no avail prior 2018. From the beginning, I had issues with customer service and sent an email to the managing staff including the general manager to no avail prior to even purchasing my vehicle due to my experience. It almost pushed me into another dealer; but, my salesman reached back out immediately to smooth things over. All in all, I purchased here and regret it to date. I’ve had a slew of service and customer service issues with this dealership. There’s no accountability on the dealership’s end. I’ve been called a liar to my face about clear things I’ve brought to their attention, repairs that I now need and brought to their attention months ago were disregarded (i.e. I’ve complained about a sunroof sound for over a year. I was told that they test drove my same year and it made the same noise. Oddly, I’m in a Lexus family and none of my family members had this sound that mine was making. But, I let it go. Fast forward a few months, that same sunroof began to leak and make even worst noises - mind you this is a 2014 with less than 80K miles at the time. They diagnosed it as me needing a new seal (after paying for it to be diagnosed - even though it was brought to their attention (and documented) a long time ago. That worked for every bit of two months and now it’s back worst than ever and I’m being told it’s a $2K repair that has to get done). I filed a BBB complaint and got a response that Lexus will not be covering anything and that they’ve done all they could. Unbelievable and unacceptable! I filed a complaint with corporate who assured me that Mo, Service Manager would be taking care of me and my many concerns. Mo called me in to look at the sunroof and said we’d address other things afterward. It’s been two weeks, got an unacceptable response about the sunroof, and now he’s dragging his feet to get back with me in regard to other major things. All in all, customer service here is horrible! Reaching out to management gets you nowhere. Even reaching out to corporate has barely gotten me anywhere. I’ve tried so hard to get in a positive place with this dealership for 2 and a half years. But, with their horrible customer service (at times - depending on the time, the day, and the person), not so thorough inspections and diagnosing, and lack of follow up - I don’t suggest anyone purchase or maintain their vehicles here. You’ll come out spending less money in maintenance and will have a happier experience purchasing elsewhere. More
by dariene15
Employees Worked With
Dana, Mo, Juan
September 29, 2020
I would like to thank Mr Waibel for understanding and resolving my issues. Your customer service was A1. You have a customer for life thanks. resolving my issues. Your customer service was A1. You have a customer for life thanks. More
by dderixson
Employees Worked With
Bill Waibel, Brandon Latimore
September 17, 2020
Bill Waibel, operates a first class organization with honesty and integrity all while putting the car buying customer first. If that is not enough. Mr.Waibel is very personable and knowledgeable about th honesty and integrity all while putting the car buying customer first. If that is not enough. Mr.Waibel is very personable and knowledgeable about the Lexus product and takes the extra time and attention to make you feel welcome. We have been extremely pleased with our purchases from Nalley Lexus Galleria. In Finance Larry Guarcello is a genius, the most through explanation and the fastest turnout with a smile and a reassuring let me know of any questions you may think of we did not cover. Juan Hernandez in service make everything easy. This young man is on the fast track to leadership with his knowledge of the Lexus product and personable interactions. This is a top notch dealer. More
by TD.Taylor
Employees Worked With
Bill Waibel
