Nalley Lexus Galleria - Service Center

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 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.

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 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.

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 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.

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.

I really want to thank Dawn in Services for taking very good care of me from the moment I walked into the door until it was time for my car to be picked back up. Not only is she the pure definition of a wonderful employee but she is personable, approachable, can hold a wonderful and professional conversation and shows true and genuine concern for her customers. If it weren’t for service like hers who knows what my outcome could’ve been. She needs a promotion ASAP. Dawn if you receive this message, my family and I thank you for all you’ve done. This was my first time at this dealership they replaced a few parts, filled up my gas tank and gave me a form of transportation to get back and forth to work. They have the best customer service in the auto industry and I highly recommend this dealership!!!!!!

I was throughly pleased at the level of professionalism and excellent customer service of Henry Holman. Henry was attentive from beginning to end on keeping me informed with what was going on with my vehicle, while balancing his time between all of his customers. His level of compassion and genuine concern is truly commendable. Thank you and continue to do a fantastic job! Oniel Stewart.

I recently purchased an ES350 from another dealership and shortly thereafter, we noticed the truck release button was not working. Called the Lexus Galleria dealership and was given an appointment for 3:30 pm the same day; we also arrived early to ensure no long wait. What we received was “No Service from the Dealership”. Since this was the first time here, I watched to see the flow of traffic as we were in line. We noticed the service employee would greet the customer at their car, provide them with a ticket and proceed to move their vehicle to a waiting area for repairs. The two employees assisting customers did not let us know someone would assist us shortly. They both just ignored us. We sit in the car for a few minutes waiting for assistance but no one arrived. The young man looked in our directions and went inside the building. The lady looked back at us and also went inside the building. It wasn't until I got out of the car and asked for the service manager's name that we even got someone to help. At this one, I decided it would be better to use another dealership to fix our issue. The guy who previously ignored us attempted to come over to our car as we were driving off; I guess he noticed that we were leaving. I called back and asked to have Chris, the service manager, call me back so I could explained the issue we experienced. When Chris called, I told him about our interactions with his staff and informed him that I worked in management and am in the military. The conversation was about employees being a reflection of management and the need for additional training so these types of things don't occur. He apologized and said they had a lot of walk ins and suggested that I go to the Roswell location. He never said he would address the issue with his employees nor invited me back so he could personally ensure our concerns were addressed. The problem is with the employees who are a reflection of the management staff. Do yourself a favor and drive the extra distance to a dealership who will appreciates and show respect for all their potential customers and not some. Signed, MSgt Kelly

I've owned 4 Lexus vehicles and considering replacing my wife's car since we like them, the service and their reliability. Last week I made an oppointment at Smyrna Lexus, GA to replace the dashboard as part of a recall for the leather failure in a our vehicle (after waiting about a year for the parts). I brought my car in as scheduled at 7ish am and after 3pm I'm told that the work has not commenced. The service agent could not reasonably explain this, to make matters worst he was adamant that I return the loaner vehicle that day, pick-up my vehicle and to reschedule the work at a later date. He could not provide a time in the next few days or weeks to do work. It was clear that Lexus was not exicited about doing this recall work. What a horrible experience, I don't plan to ever bring my vehicles to this service center or purchase a car from this dealer. What ever happened to "pursuit of perfection".

My name is oniel stewart. I am a very satisfied customer and I want to personally thank Henry Holman service consultant. I was having some issues with my radio - Bluetooth on 2015 gs f sport. I have worked with two other consultants on this same issue, and neither have yet to have my car fixed so I switched to Henry and Let him know what the problem was. He made sure to inform me of the repair and assured me that he and tech specialist will help me with any question I may have. Within 2 day I received a call from mr Holman letting me know that my radio was replaced under warranty and it was ready for pickup. Awesome service Henry. Thank you

My husband and I purchase a 2008 LS 460 2 years 4 month. We have never had a problem with our car. On August 30,2016 We tried to starting the car up, We could not get it to start, finally it cranked up, the dash board indicated, see dealer for maintenance. We were apprehensive about the cost and repairs. My husband decided to take the car to Nally Lexus for service, Zack a service advisor explain to my husband he could not find any wrong with the car and the battery needed be charged up. The service department cleaned the battery and detailed my car and charge my husband $00.00 dollars. We appreciate the Honesty and integrity of Nally Lexus Service department. I will return for service again and again. The Byrd's