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Nalley Lexus Galleria
Smyrna, GA
565 Reviews
This rating includes all dealership reviews, with more weight given to recent reviews.
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Showing 110 service reviews
July 22, 2025
I had an excellent experience from the service department with Mr..Wydell, he is always a pleasure having him as my service advisor and the sales department, Mr Cedric as my sales representative, he was awes with Mr..Wydell, he is always a pleasure having him as my service advisor and the sales department, Mr Cedric as my sales representative, he was awesome. Please keep them both they are a blessing to your dealership. More
by graciemcdonald
Employees Worked With
Wydell, Cedric Wilcoxson
May 16, 2022
I have had a series of disappointing experiences with the service department at Nalley Lexus Galleria, despite purchasing the vehicle from this dealership. Twice I brought in my vehicle for service appointm service department at Nalley Lexus Galleria, despite purchasing the vehicle from this dealership. Twice I brought in my vehicle for service appointments only to later be told that they "were too busy to get to me today". On a third instance we attempted to order parts and have them installed at this dealership for our other Lexus, but we were unable to get anyone to return our calls (3 messages). The appearance when visiting is that the service department is understaffed both in terms of techs and reps. The rep we use was apologetic and clearly having to make a lot of excuses lately. We were told "to call management because they don't listen to us." We have moved our service to another dealership which is much further away, despite this dealership being just minutes from us (and the one from which we purchased the car). More
by glenn.xxxx
Employees Worked With
Withheld
March 27, 2022
Great staff: Dana Brock was my service advisor and she was amazing. This was my first service visit to the dealership. The waiting area is very deluxe, and everything is well organized. was amazing. This was my first service visit to the dealership. The waiting area is very deluxe, and everything is well organized. More
by alanbrue
Employees Worked With
Dana Brock
January 26, 2022
I took my car in for a recall repair. My car was driving perfectly. In less than two hours I got a text with approximately $18000 worth of repairs it urgently needed. This included an oil change although perfectly. In less than two hours I got a text with approximately $18000 worth of repairs it urgently needed. This included an oil change although the oil was changed two days prior. I think this is a total scam. Beware if you get a call or letter from Lexus about a recall and they recommend this dealership More
by Lstorrs1
Employees Worked With
Jennifer
September 03, 2021
I purchased a new RX350 2 weeks ago and was delighted to work with Alexis Kellerman. She was knowledgeable and professional as well as fun to work with in providing answers to my many questions. I wanted work with Alexis Kellerman. She was knowledgeable and professional as well as fun to work with in providing answers to my many questions. I wanted many features that were no longer available due to end of year sales but she managed to find a car in another state and have it shipped. Thank you Alexis! Also, I want to commend Nalley Lexus for their outstanding service. I have been dealing exclusively with them since around 2008 and have never had one complaint. Thank you Nalley! No car is any better than it's service department and Nalley cars are outstanding! More
by ginger
Employees Worked With
Alexis Kellerman - Sales - 5 star
August 17, 2021
Juan Hernandez always goes above and beyond in representing “The Lexus Way” Juan is beyond proficient in his capacity and is a true customer advocate. Through his efforts it is easy to tell his go representing “The Lexus Way” Juan is beyond proficient in his capacity and is a true customer advocate. Through his efforts it is easy to tell his goal is engaging in providing required and preventative maintenance for your Lexus, while engaging in customer retention. His experience and welcoming demeanor in through and efficient. It is always evident that Bill Waibel as general manager has been quite successful in making sure the dealership remains consistent in supporting, maintaining and building a larger customer base, while remaining loyal to long term customers. Nalley Lexus Galleria is the only choice when deciding to purchase or service your Lexus. More
by TD.Taylor
Employees Worked With
Juan Hernandez , Bill Waibel
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
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 18, 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
February 27, 2018
feel ripped off Will not take car back. Less than 124,000 miles and they want $9,550 for repairs.They have worked on car all these years and not do this. Will not take car back. Less than 124,000 miles and they want $9,550 for repairs.They have worked on car all these years and not do this. More
by Rebekahj
Employees Worked With
Bryan Yu
