"I had my 2010 RX350 serviced by Nalley Lexus in Roswell,..."
I had my 2010 RX350 serviced by Nalley Lexus in Roswell, GA. The 100,000 mile service was delivered. Included in this service episode was new tires and a tire rotation. My wife and and I subsequently drove from Atlanta to Pittsburgh on 11/12. In driving this 650 mile interstate highway trip, I noticed an intermittent thumping in the front left wheel. Upon arrival in Pittsburgh, the noise became progressively worse. I took my car to Rohrich Lexus in Pittsburgh to determine the root cause.
The Rorich service personnel (truly exemplary Lexus brand ambassadors) shockingly informed me that it was a bona fide miracle that the left front wheel had not fallen off the car. The cause of the thumping was due to the fact that Nalley Lexus never bothered to torque the left wheel tight. It was hand tightened and that was all. They could not explain why the wheel was still on the car. They obviously fixed the problem and finally rendered my vehicle safe.
I contacted Nalley to inform them of this gross incompetence and negligence that would have been utterly catastrophic if not for this “miracle”. I am sincerely angered and confused by how this could happen. My family was put in extreme danger by this incomprehensible failure. The service manager at Nalley told me that he has experienced this 4-5 times in his career - a truly remarkable and disturbing statement. The service representative at Rohrich unequivocally stated that in his 25 years he has NEVER seen this happen. Something is dramatically amiss at your at the Nalley franchise.
Nalley’s offer to me to “make this right” was to pay for the Rohrich service call in Pittsburgh and provide me with two years of future Nalley service for free. During two phone conversations, the service manger actually laughed at me twice. Again, incomprehensible! As you can imagine, this trivial and cavalier offer falls far short of the gravity of this dangerous act of incompetence and gross negligence. I cannot and will not trust this dealership any more.
"Dropped my car off for a 30k service. Returned around..."
Dropped my car off for a 30k service. Returned around 3:30 pm and the car was ready however, the service advisor was on the phone and never acknowledged my presence. The service attendant came in, took the keys off the advisor's desk, retrievedmy car and returned the keys to the advisor's desk, thanked me for choosing Nally and left. All this time the advisor remained on the phone never acknowledging my presence. Finally after waiting about twenty five minutes, I asked, in a not too friendly voice, are you going to take care of me or should I just take my keys and leave. That prompted him to conclude his phone conversation and attend to my paperwork. He never even apologized for his rude behavior. Needless to say Nally will not be getting my business in future. Very unprofessional conduct, and I will make sure that my husband never takes his lexus there any more.
Employees Worked With
"I called from Birmingham trying to find a red 2021 ES350..."
I called from Birmingham trying to find a red 2021 ES350 Lexus. Talked to Sam. He found one on order exactly like I wanted. We negotiated a price and he wrote a contract listing exactly what options were on it and the price we agreed to. He then got his manager Joel Murray to sign off on it. I gave him my credit card number and paid a $1000 deposit. I waited several weeks for the car to arrive at the dealership. Sam called on a Friday and said it was in. I was so excited and told him I could drive to Atlanta Monday and pick it up. He said great! I got a text message about 8:30 a.m. Monday morning asking me to call him. I called and he said the car looked great but he was going to have to charge me $1000 more than our agreed upon price. I told him I had a signed agreement and had paid a deposit for a set price. He said he was sorry but Lexus has reduced the amount of incentive they were giving them for Sept 2021. I asked to speak to his manager Joel Murray. He said they just couldn't sell it for the promised amount and it would be $1000 more. No compromise! I was very upset and disappointed that such a well known dealership would do this to me after I had waited for weeks to get the car. I would never recommend this dealership to anyone after the way I was treated. Maybe they thought since I was a 70 year old woman they could just jerk me around. Please warn your daughters, wives, mothers and grandmothers about how they will be treated!! I made the deal in August for the car. Incentives are known by dealerships at the first of every month. Why didn't they call me the first of September and tell me the amount would change. They waited over 2 weeks later until the day I was going to pick the car up to tell me they were charging me more! I could have gone somewhere else to find a car 4 or 5 weeks earlier. It would have been far better for Nalley Lexus to make $1000 less on a deal than to have treated a customer this way. My daughter and her husband live in Atlanta and work for large companies. They will not be recommending this dealership in the future.
Employees Worked With
Sam O. and Joel Murray at Smyrna location