Nalley Toyota of Roswell

A comedy of errors My wife and I made the mistake of considering Nalley Toyota of Roswell for our car-buying needs. We considered three vehicles from three differen My wife and I made the mistake of considering Nalley Toyota of Roswell for our car-buying needs. We considered three vehicles from three different dealers, so we went here with a focus on the Toyota Highlander (2015). I read reviews before contacting Nalley of Roswell, so I felt confident that this dealer would be great to work with, but was I ever wrong! After making a "VIP" appointment with John Garner, I was contacted three times by the dealership BEFORE stepping foot inside the building. I'm not sure what the final two calls were about, but the first was verifying that my wife and I were coming in for our appointment. I was unable to reach the person who called me (Doc Peal), so the receptionist took the message and passed it on. Why did I get two other calls? My guess: no one communicates with each other here, so that should be a red flag to anyone reading this or considering buying from Nalley of Roswell. When my wife and I arrived for our "VIP" appointment, we were informed that John Garner was tied up at the moment with another client. We were offered to be switched to someone else, but I specifically chose to work with John Garner after reading reviews about the different sales professionals at Nalley, so why would I want to change? We waited. And waited. Eventually we informed the receptionist that we would take a seat in the lounge and wait for John. Forty-five minutes later (yes, you read that correctly), one of the sales managers calls me and asks if we are still showing up to our appointment. He was confused to hear that we had been waiting, so he sent John Garner over to us. Garner informed us that he was still with a customer and that he would transfer me to his "floor partner", Dick Warren. After being handed off to Dick Warren, everything went even further downhill. He couldn't find the car we were looking for. How? He had the keys in his hand, so how could a car go missing? After another five or so minutes passed, he finally located the vehicle and had it pulled around for us. Dick Warren was zero help. My wife and I got to "explore" the Highlander without much input from Warren. Eventually I had to prod him along so we could actually learn about this vehicle. To make matters worse, he could hear us talking about features or parts of the car that we couldn't figure out, but did he clarify anything for us? No, of course not. When asked about why we should buy the Highlander over a rival vehicle, all we answered with were negatives about the rival car, not anything positive about the Highlander. Pointless. The negotiation was absolutely pitiful. The trade offer for my vehicle was insulting. I was asked what the highest trade value had been, and Nalley was under half of that! Note: Dick Warren's comment was, "Could you share with me the highest trade offer so we don't embarrass ourselves?" Too late for that. Finally, Dick Warren asked what it would take for us to buy today, and to which my answer was that they had a very high hill to climb since we had such a god-awful experience, especially since it didn't seem like he was interested in working with us or selling us a car. The sales manager who came over--I cannot remember his name--was the final straw. He was condescending, smug, and combative. This person didn't listen at all to me. He knew my issues with the experience yet he did nothing to fix anything (the price and my trade). As someone who has worked in the sales field in the past and managed people, I know that when a complaint arises, the manager's job is to put the fire out. Period. Apparently this sales manager missed that day of management training. He interrupted me several times. If you're considering a Toyota, do yourself a favor and avoid this place. Go to AutoNation Toyota (formerly Toyota Mall of Georgia) or World Toyota. This dealership doesn't get the basics of car buying, so don't waste your time here. Appointments mean nothing. Common decency also means nothing to this place. If I could give zero stars, I would. More

Very professional and customer oriented This was a very pleasant car buying experience . This is my first time buying a brand new car. They did their very best to work with me to keep my mo This was a very pleasant car buying experience . This is my first time buying a brand new car. They did their very best to work with me to keep my monthly payments where I wanted it to be. I was very impressed with their snack bar. Danny was very pleasant and kept in contact with me . He was professional and friendly. Overall I would definitely recommend this dealership. Their buildings are nice , well kept and they have a large stock of cars available. More

2015 Toyota Venza Had a great car buying experience at Nalley Toyota in Roswell, Georgia. Danny Bustos was awesome to work with! He put my needs first and wanted me to Had a great car buying experience at Nalley Toyota in Roswell, Georgia. Danny Bustos was awesome to work with! He put my needs first and wanted me to be happy my the car choice, price, etc. I am looking forward to taking my new car to be serviced at Nalley Toyota in Roswell, Georgia in the future! Thank you Danny Bustos and Nalley for a memorable, stress free, and fun first car buying experience. More

Danny Bustos We had a great experience with Danny Bustos. He met us at the door, let us drive a 2014 Highlander, answered all our questions and exhibited great p We had a great experience with Danny Bustos. He met us at the door, let us drive a 2014 Highlander, answered all our questions and exhibited great patience dealing with us. Although we ended up purchasing a 2015 Highlander for which Danny did not get the credit, he stayed in touch with us during the whole process and contributed to our great experience. More

Car Fanatic I love cars, have owned 30+ in the last 10 years and pretty much don't engage car dealerships. I just happen to be driving by - my daughter had been I love cars, have owned 30+ in the last 10 years and pretty much don't engage car dealerships. I just happen to be driving by - my daughter had been looking for a small Toyota SUV and I decided to stop. I went right out to the lot and did a self walk through - did not see anything and was approached by a mechanic? He asked if I needed assistance and I told him what I was looking for. He told me his thoughts and that vehicle type for a teen and then got Danny involved. Danny was upfront and told me they didn't have anything I was looking for (which I appreciated not being sold something I did not want) but he would check real quick. He went the extra mile - searched several lots Nalley owned and he found the exact needle in a haystack vehicle I was looking for - then assisted me every step of the way. I felt like we were friends first and I wasn't just another paycheck. My deal was small - but I was treated like a bigshot. Pretty cool place. Then Danny introduced me to his GM, Kevin Jeffries and his finance guy Jason and we had not even decided on the vehicle. It just felt right. Great person, great place, I have three more kids and a wife that I will definitely let Danny service soon. Fantastic experience. Thank you Danny! oh and unbelievable deal! More

Fantastic Dealership Great people to buy car from. Andy Porter our salesman and Finance Mgr Joshua Cruz were fantastic. Staying late to help finalize deal because we arriv Great people to buy car from. Andy Porter our salesman and Finance Mgr Joshua Cruz were fantastic. Staying late to help finalize deal because we arrived late that evening. More

Ms. Stephens secured and landed my purchase! Both Ms. Stephens and Mr. Alston worked as a team to assure my process was smooth and complete. This, they fulfilled completely. I have been well ta Both Ms. Stephens and Mr. Alston worked as a team to assure my process was smooth and complete. This, they fulfilled completely. I have been well taken care of by this team of professionals. All of my questions were answered and elements of questioning that may not have transpired were answered as well. Having, now, three Toyotas and being a long standing customer of Toyota for 20 years, I am more than pleased with the service that I received on this date from Ms. Jaselle Stephens and Mr. Jason Alston. It makes me proud to be a Toyota Owner again! ? More

Good, Bad & the Ugly My wife was in the market for a 2015 Highlander, did a test drive with Dwight, on a late Friday night. Went back in Saturday, he was busy and put us w My wife was in the market for a 2015 Highlander, did a test drive with Dwight, on a late Friday night. Went back in Saturday, he was busy and put us with his associate AJ, we spec'ed out exactly what she wanted, he printed out the spec's from Toyota's website and handed us the sheets. He threw out a price of less $3,900.00 off the MSRP. We wanted to think about it over the weekend, so we took the paperwork with us. Monday we called back and spoke to Dwight, we verbally went over all the spec's and then emailed him the spec sheet we built at home. When he questioned where we got the spec sheet from we emailed him the one done at their place that had Toyota's name on it. Problem 1) He back tracked on the price AJ gave. We ended up compromising. In retrospect, I should have walked right then and there. Problem 2) When we showed up to sign the paperwork, he said the splash guards are not part of the deal. Okay, again should have walked, but thought it is only $200 Problem 3) All of the add on's (splash guards, running boards, LED fogs, remote start, carpet mats, bumper guard) were not in stock. This is more of a customer service issue. If you offer it, you should stock it. Problem 4) Several days later we were called to bring the Highlander in to have everything installed, said in by 9 out by 5:30 the same day. When we arrived we found out they had to drive the Highlander about 35 miles to do the work. Okay, we were in too deep now. Came back at 6pm, no Highlander. No one in service knew what we were talking about. Hunted down Dwight. He said it is one the way back. Finally at 8:20 we left without the Highlander, they could not get the remote start working, after doing a computer flash. Problem 5) During all of this we asked where the cargo carpet mat was, Dwight said 'they are not going to give that to you' What? It is part of the Four Season Floor Mat package (look it up) finally after pushing Andy comes out and says they will throw in the cargo mat. Again, it is part of what we paid for, that is all I asked for, what I paid for. No more, no less. Problem 6) The next day at 3:15pm I received a call from the folks doing the work, they said the Highlander was leaving their shop and headed back to Nalley, they said it would take about 45 minutes. I arrived at Nalley around 4pm. Asked around for my Highlander, Dwight was missing, asked for Andy, he came out but was not happy to see me, right off the bat he said I should retract my Yelp review since 'you got your free cargo mat' I quickly reminded him the mat was not free, that I paid for it, and that my Yelp review had very little to do with the mat, rather to lies and deceit and broken promises from all involved. I asked him if it would not have made sense to bring the folks to his shop to install the remote start, that way if they ran into computer issues again it could be resolved there? His response floored me he said 'I am not going to take up a service bay when I can put cars in that make money' I responded, you have got to be kidding me, I paid for my car, which is not working. He ended up leaving and sent out another person to find my Highlander. It finally it showed up at 5:15. After they did another computer flash to get the remote start going, filled the tank with gas they pulled it around. Problem 7) As I was getting into the car I noticed two things A) a stain on the driver seat, they said they could not get it out and would have to bring it in next Monday, Wednesday or Friday. B) USB phone charging cord that was in the Highlander when we dropped it off is missing. To sum things up, I have never seen a group of events that went so wrong, start to finish. I do not believe I would return to Nalley as I have not been treated fair or with respect, specifically with truthfulness. Once I get the stain out of the seat and the cargo mats we will look for another Toyota dealership to do the warranty work, I feel Nalley will be glad to see no more of me. More

It was a great experience I cant complain about anything, I got the car that I wanted at the price that I was expecting, and the service was great. I would do business with thi I cant complain about anything, I got the car that I wanted at the price that I was expecting, and the service was great. I would do business with this site again More

Overall wonderful car buying experience! The whole experience of buying my new car and trading in my old one was stress-free and perfect. Everyone was friendly and knowledgeable. John Garner The whole experience of buying my new car and trading in my old one was stress-free and perfect. Everyone was friendly and knowledgeable. John Garner was a low key but very knowledgeable salesman. Every detail of all of the paper work that needed to be signed was fully explained and no pressure to add on anything. I would highly recommend Nalley Toyota as a first class car buying experience. I love my car! More