"I got ripped off. Please read before buying here!"
I am absolutely devastated at how badly I was duped by Nalley Lexus Galleria. I am so sad I can barely see through my tears. My salesperson, Michael Furse, told me the Lexus brand was different, that they care and have a reputation to uphold. I have experienced NONE of that caring, "love the customer' hype so far - in fact, I have experienced nothing but the absolute worst customer service of any dealership I have dealt with. Before going in to the depth of it, I will first say that I bought a 2014 Lexus GX 460 on April 11, 2017 from this dealership. The vehicle had just been taken in on a trade and the salesperson (Michael) noted that he personally knew the person that owned it. He provided service records that showed all maintenance had been performed on schedule. The car had 27,000 miles on it. It was tagged as "do not sell", but Michael said that was because they had not yet cleaned it. I said I would purchase it after it received the 161-point inspection and certification, as long as it passed. I trusted Lexus. That was my biggest mistake.
Fast forward to a few hours later. Michael calls and says the vehicle checked out, and that they were in the process of reconditioning it to "Lexus Certified standards". Well, turns out they FORGOT to inspect it. Yes. Forgot. But they told me they performed the inspection, and I paid $1,395 for it. So I take the car home, but notice that it is shaking pretty badly on the highway. The next day I noticed that the dealership took out the original floor mats (and replaced them with aftermarket ones) and took the tow hitch off. I also noticed that the vehicle had two tires that were completely bald on the inside edges, and two tires that were severely scalloped. To top it off, I noticed that both front upper ball joints were leaking grease. That same day, Michael Furse notified me that I needed to return to the dealership because they neglected to do the emissions test on the vehicle. That's when I realized that they never even checked this vehicle out. I returned to their dealership and expressed my concerns about the shaking, leaking ball joints, bad tires, missing tow hitch, and missing original floor mats. I also wanted to see the certification and 161+-point inspection paperwork (that I was never provided with). How convenient that they couldn't find it (that's because they never performed it!). So after battling with the shop manager, who said he would be "perfectly happy paying $55,000 for this vehicle with bald tires on it", and said he didn't see a problem with the upper ball joints with torn boots and grease leaking everywhere, I received two new tires, got the tow hitch back, and the floor mats back (yep. they admitted they took them hoping I wouldn't notice).I do happen to think all of this is partly because I am a female. I very seriously doubt any man would be treated this way.
They also performed the inspection for the first time - and noted on it that all four tires were in 'like new condition". When I asked about that, they said that the "outer edges" were in like new condition, so that meets Lexus Certification standards. WOW. Lexus standards are very, very low, I guess. Of course, now with two new tires on the front and two old, cupped tires on the back, plus the torn upper ball joint boots, the vehicle ran even worse. I drove it for about 100 miles and returned. The sales manager absolutely refused to help me and stated that even though I bought the certification and the extended warranty, they would not perform any more work on my vehicle that shakes so bad it's hardly drive-able. He refused to replace the other two, worn tires or to even try to figure out why the car shakes. So far, I have spent four entire days at this dealership waiting on them to fix this car, and nothing has been done yet. Every time I show up they say they have no loaners, so I wait and wait and nothing gets done! Fast-forward a week...
One week later the GX broke down. The transfer case was leaking oil and I couldn't get the car above 40 mph. I brought it to a different Lexus dealership who confirmed that by having two new tires on the front and two old ones on the back, it put stress on the AWD system, causing the transfer case leak and fail. GREAT. so they fixed that under warranty, but I still had to cough up $800 for two tires on a car I just bought two weeks ago (turns out you can't run two different size tires on the front and rear axles, so having two tires at 100% and two at less than 50% is a no-no. Why wouldn't Nalley Lexus Galleria have known that?? I practically begged them to do right by me and replace all four tires, but they flat out refused). I was also told it is going to need brakes soon, and that the rotors need to be resurfaced. Wow. Boy, did I get screwed by Nalley Lexus in Smyrna. And to top it all off, the upper ball joints are still leaking and the vehicle still drives terribly. I called the general manager, Bill Waibel, who was also of no help. He said he would get back to me and never even bothered to return the call. I have pictures and documentation of everything I have stated and will gladly show upon request. I would really hate for someone else to spend this kind of money on a car to get treated as badly as I am being treated. It's just bad, bad business.
Other Employees Tagged: