Complaints

This profile includes complaints for Nalley Lexus Roswell's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nalley Lexus Roswell

  980 Mansell Rd Roswell, GA 30076-1506

  
• 

  Nalley Lexus Roswell

  2750 Cobb Pkwy SE Smyrna, GA 30080-3015

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a CarEdge member, listened to "The Shocking Truth About Lexus Live Dealer Interview Episode 810," ***** ******** Manager and Armon Sales Associate from Nalley Lexus Roswell, my family has purchased over eight cars from Nalley Roswell with 790 credit score and enough income to support any vehicle we wanted, Despite this, I was pressured into purchasing a car I did not want and subjected to misleading tactics. ***** and ***** emphasized their commitment to the ***************** and their ethical approach to sales. ****** *****, from CarEdge, said "Nalley Lexus has been absolutely fantastic,She specifically commended Armon, saying "without any upcharges and garbage fees and has treated our community very fairly."***** stated, "Our goal is to make a friend with everyone that comes to the dealership." Meanwhile, **** from CarEdge,saying: "These guys help ******* community members out every single ****** experience was the complete opposite of what they claimed. I wanted a 2025 Lexus RX450H, yet I was forced into purchasing a 2024 Lexus IS 300 base model, which I repeatedly said I did not want. I was told to finalize the purchase and come back the next day to resolve the issue, only to be strung along from February 1st to February 10th, making daily visits and calls to Lexus ****************** and Lexus Brand Engagement, all to no avail. Nalley Lexus Roswell kept my trade-in and forced me into signing the contract under pressure tactics, refusing to let me leave until I did.While ***** and ***** publicly claim to be fair and ethical dealers who provide an exceptional experience for ******* community members, my situation proves otherwise. "They always find a solution" for their customers. However, when I repeatedly reached out to resolve this issue, I was dismissed and told there was nothing they could do.

  

  Business Response

  Date: 03/24/2025

  Im sorry to read of your disappointment with your experience with us. According to our records you came in and met with **** ***** looking for an IS300. You selected one and purchased it. Subsequently you returned looking for a higher optioned IS or RX however wanted to remain with the same payment as the lower optioned IS300 you purchased. Mathematically without the difference in price covered by a down payment would be impossible. If that is not what transpired please reach out to me directly. 

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** purchased a car 45 days ago from Nalley Lexus Roswell with a temporary tag and supposedly they should taking care of tag and plate during this time, I have not received any tag during this time, I went there and talked to the side manager and he said that they already applied for and probably DMV have not done their job and asked me to go there personally and apply for another temporary tag, I went there and after almost 2 hours of waiting she said this car has NO emissions whatsoever and they cant issue a temporary tag without it, legally no dealership allowed to sell it car without emissions in state of ******* and Nalley Lexus Roswell has sold the car without emissions.

  

  Business Response

  Date: 01/24/2025

  The emissions has been completed. we will reach out to Mr. *********** and review next steps to secure his registration. Our emissions system was inoperable during the delivery of his vehicle and in error we failed to have the vehicle taken to another facility.

   

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment to get my Analogue Clock fixed in my 2015 Lexus 350. When I got there no one would see it nor fix for me after waiting 3 hours. Then I get an email this about vehicle service from **** ****** the service manager. I called to tell him about the I had never got serviced he told me would check the price of a new one would be. I said that would be great but never heard back. I called 3 more times and emailed still have heard back. I need this taken care of ASAP for a New analog clock to be replaced for free because of what Ive gone through. I purchased my first new vehicle from Lexus in Roswell Ga I need the appointment done on November 27 Thank you

  

  Business Response

  Date: 11/08/2024

  Good afternoon-

  We have been in contact with this guest and have her scheduled for service. We have offered her a discount as a gesture of goodwill.

   

  *****

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22530383
  
  I am rejecting this response because:
  The cost is double than the analog clock itself 
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/08/2024

  I understand however that is all I am able to offer....

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to lodge a formal complaint against Lexus Nalley Roswell Dealership regarding their unethical business practices and deceptive conduct during my recent car purchase. Despite being promised a transparent and fair transaction, I have faced numerous issues that have impacted my financial obligation related to the lease and trust in their business practices.False Financing Charges: During the negotiation process, I was provided with a breakdown of financing charges that differed from what was ultimately included in the contract. The actual charges were higher than those initially communicated by the dealer, leading to a financial burden for me as a customer.Misrepresentation of Credit Ratings and Lease Rates: They deliberately misrepresented my credit rating and associated lease rates to secure the deal at a more favorable rate for them. After running my credit, they claimed that "the bank charged a higher money factor rate and I didn't qualify for the lower rate that was quoted to me by the sales person"; yet, the "bank" was the Dealership and my credit rating is Excellent. As a result, I was misled into entering into an unfavorable lease agreement, which has had financial consequences for me. Inaccurate Loan Process: Despite filling out all necessary paperwork accurately, the dealership failed to complete the loan process with accuracy. This not only prolonged the approval process but also resulted in errors that required additional documentation and caused unnecessary stress and delays; as well as multiple trips to the Dealership and phone calls to try to resolve including speaking to Lexus Financial.Throughout the transaction process, the finance managers were dishonest and failed to disclose critical information about the leasing costs. This lack of transparency demonstrates a complete disregard for consumers' rights and ethical business practices.

  

  Business Response

  Date: 08/30/2024

  I have spoken with **************. I was able to identify what led up to this unfortunate situation and have offered him a remedy. ************** has agreed to the remedy and will be in today to finalize.

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased my vehicle from this dealership. Unfortunately, the car was totaled. I have purchased an extended warranty on the car and have been calling multiple times to receive a refund. I emailed all necessary paperwork 4 months ago but no one would contact me to discuss how to handle it. I have left multiple messages to their finance department and they have been ignored. I am very disappointed and frustrated with the way this matter has been handled and would a resolution to this.

  

  Business Response

  Date: 07/11/2024

  *****-

  Our apologies for the delay in responding to your inquiry regarding the status of your cancellation. It is in process so you should be receiving your refund check within the next couple of weeks. Our Director *********** will also be calling you to discuss.

   

• Initial Complaint

  Date:08/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scammers I bought the car from them in 2020 and the battery went bad after 1 year then after they replaced it with another brand new battery the battery has warranty it self for 84 months and after 2 years the battery went bad and their service manager just called and said this is not covered under warranty anymore because your car not under manufacturer warranty!!

  

  Business Response

  Date: 08/12/2023

  I believe ****************** has the wrong dealership. I dont show a record of his having purchased a vehicle from Nalley Lexus Roswell. 

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Its 5/22/23 Im having issues with ***************** he said that *********** fee is $144 but according to the ****************** of revenue titles are $18 and tags $20 something shady is going on here

  

  Business Response

  Date: 05/22/2023

  ************-

  Good evening. The fees totaling $141.00 breakdown as follows-

  Title fee - $18.00

  License fee -$25.00

  Title Service Fee- $98.00. This is a fee charged by an outside title company we use to handle all registration fulfillment's that we use. If I can be of any further assistance please don't hesitate to contact me directly. My direct number is ************.

   

  ***************************

  General Manager

   

• Initial Complaint

  Date:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UNAUTHORIZED multiple credit report pull and review without my consent..i only requested buyer order to be sent directly to my bank 'USAA AND ALLY BANK" AND NO OTHERS TO REVIEW NOR CONSENT ....VIOLATED "FCRA" SECTION *******, 623 AND PRIVACY ACT

  

  Business Response

  Date: 03/08/2023

  On Feb 15th ****************** reached out to us inquiring about a used Lexus that we had for sale. I have reviewed the text conversations he had with ********************* one of our sales associates. He stated that he was shopping our price with Gravity Auto. He ultimately selected our vehicle and completed a credit application online for us to attempt to get him approved. Based on his credit profile we submitted it to four lenders. We were successful in obtaining an approval however not based on the payment terms he was seeking. At no point in hos texting conversation is there a request to only submit to one lender or for a Buyers Order to be sent to USAA.

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 28th I provided Nalley Lexus Roswell with a $500 deposit on a 2020 Lexus NX that was being sent from a different dealership. On January 30th, I was notified that the transfer from the different dealership was cancelled. I requested a refund of my $500 deposit. I was informed on February 3rd that their accounting department was processing paperwork to credit me the $500. I have inquired a number of times and still have not received a refund of my deposit.

  

  Business Response

  Date: 02/28/2023

  **************, there was an oversight on behalf of our accounting department. ************** has disputed the charge and we did not contest it, her account has been credited.

   

  Best,

   

  ***************************

• Initial Complaint

  Date:11/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nalley Lexus Roswell sold me a truck with a fake AWD badge on the back. During the sale, car salesmen *************************** and ************************* did not reveal to me that the badge was a fake. Instead, they both told me the truck was AWD by referencing the badge. When I asked ******* why the ****** said FWD he told me, "the Carfax is wrong." After purchasing the vehicle I discovered the badge was fake. I had a sit down meeting with the *** ***************************, salesmen *************************** and *************************. When I told ******************** that his salesmen sold me a truck with a fake badge he stated, "We do not remove fake badges from the vehicles we sell before we sell them." ************************************ and ******* all admitted to not telling me the badge was fake during the sell. They admitted they continued to reference the badge as the hallmark indicator the truck was AWD during the sale. ******* stated at the meeting, "The only way he would know for sure is by looking at the badge on the back of the truck."The GM ***************************, *************************** and ************************* all confirmed they had lied, and committed fraudulent and deceptive tactics when selling the truck.

  

  Business Response

  Date: 11/11/2022

  Thank you for allowing us the opportunity to respond to this concern.  At the point of delivery of the vehicle with ****************** and her father, the question was brought up on whether the *** emblem was fake.  ****, the salesman and ******************** father both looked under the ***** at the drivetrain and confirmed it was a FWD.  ****************** admitted to ******************** she remembered that, however, assumed it was too late to back out.  ********************, GM of Nalley Lexus also reviewed the paperwork that she signed showing her where it indicated the vehicle was a FWD.  ******************** provided ****************** with a purchase figure, she declined and chose to keep the truck.  

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18390670
  
  I am rejecting this response. 
  

  

  Business Response

  Date: 11/11/2022

  Please clarify what in the response you are rejecting. 

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18390670
  
  I am rejecting this response because:

  
  The GM and the salesmen knew the truck had a fake AWD badge on the back.  As ******************** has just admitted in his response:  Fraud, lying, and deceptive advertising occurred when no one told me the badge was fake from the moment I looked at the truck through the end of the sale.  It's very simple.

  
  
  ******************

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18390670
  
  I am rejecting this response because:

  To further clarify :

  I had taken ownership of the vehicle prior to **** looking under truck at the drivetrain. The title had been transferred in my name (it was in my hand), the paperwork contract had been signed, my credit card had been charged, and a restocking fee was in place. 
  
  When ******* stood up from looking under the truck he did not tell me the *** badge was fake. I did not admit to him telling me it was fwd. I admitted to remembering him looking under the truck. I did not realize I had been the victim of false advertising until moths later when I went to the ***** dealership where the service department technician and salesman told me the badge was inauthentic.  
  
  ******************

  

  Business Response

  Date: 12/01/2022

  We will have the dealership reach out to provide the numbers for trading, however, the original offer was declined. 

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18390670
  
  I am rejecting this response because:

  Your offer for me to sell the truck to you not a fair or reasonable resolution to my complaint. I did not realize the badge was fake until I had the truck for a full 11 months. I thought because the *** badge was small in size that ***** was somehow saying because the truck has "Intelligent Traction System" that they could put the *** badge on there. But no, that is not *********** verified the badge is inauthentic and not from the manufactory. 

  I bought the truck with ****** miles. *** it has ****** miles. I bought the truck as advertised ***.  I lose more money selling it back to you! 

  Can you offer a fair resolution? I am asking $2,000. The price difference between *** and FWD.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/20/2023

  With regard to ******************** complaint-

   

  She purchased her vehicle on November 6^th 2021. The sales associate she worked with is still with us today. She reached out to me about three months ago claiming she wasnt aware that it was a FWD model and not an AWD model. She referenced that the back of her tailgate there was a moniker that listed ******* seems the prior owner added those. I reviewed her paperwork that she signed in particular the sales order and the Carfax where the vehicle description clearly listed it as a FWD.

   

  At this point ****************** stated the salesperson informed her it was an AWD. I asked the sales associate ********************* to join the conversation; he reminded her of the conversation he had with her and her dad when the dad asked if it was an AWD model at point of delivery. When I asked her why didnt she back out of the deal at that point she stated she didnt think she could.

   

  She then alleged one of our Sales Managers informed her it was a FWD. So with her permission I called him (*************************) on speaker phone with ****************** present. ************** in no uncertainty denied they ever had a conversation about the drivetrain.

   

  At this point I asked ****************** why she waited so long to speak up about this. Her only response was to aske me to refund her $2,500.00 for the vehicle not being an AWD. I respectfully declined but did offer to purchase the car from her if she was interested. She declined.

   

  If I can be of any further assistance please do not hesitate to reach out to me directly.

   

  ***************************

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18390670
  
  I am rejecting this response because:

   

  ********************,
  
  The previous owner may have put that *** badge on the truck but the responsibility falls on you. Once you bought the truck and the title was put in your name you became the owner. Why didnt you address the issue at intake? If you had the paperwork saying its FWD why didnt you remove the *** badge?  I asked you this at the meeting and you said, we do not remove fake badges from the vehicles we sell before we sell them.   You also didnt bother to tell interested buyers. This should have been the first thing out of anyones mouth when I began looking at and asking questions about the truck.  Instead, the opposite happened. Everyone pointed to (and verbally stated ) the *** badge as the hallmark indicator that the truck is *** all throughout the sale.
  
  You can dispute what **** and ******* said as their world against mine but you cant dispute the physical evidence of the *** badge. Picture attached. Also, **** never denied telling me the badge was fake during the sale. 
  
  I asked **** during the sale, Is the truck ***? **** replied, Yes, see the badge?
  
  ******* was involved in the sale. ******* asked me, Do you have any questions?  I replied, Yes, why does the Carfax say FWD and the truck says ***?  ******* responded, the Carfax is wrong.
  
  This is a textbook case of false advertising. 
  1.The fake *** badge on the truck indicated something about the truck that was not true.
  2. It affected my decision to buy the truck.
  
  According to the ************************** of Georgia, Once you have signed the contract, you have bought the vehicle, even if you havent yet driven it off the dealers lot."  
  I had the title in my name in my hand, the contract signed in my hand, and my credit card charged a down payment. The truck has been delivered and the key was in my hand. The sale was final.  It was at this point **** looked under the truck and said its FWD. I never said to you I thought it was too late to back out. I didnt even realize the extent of what took place until months later. No one at your dealership ever told me the *** badge was fake. Therefore, my only option was to believe the *** badge came from the ***** manufacture for a reason. In spite of **** telling me, after the sale, the truck is FWD I still thought the manufacturer had a reason to claim for putting the *** badge on the truck!  
  
  I have never experienced anything like this. I never knew someone could and would buy a fake *** badge and assemble it to their vehicle.  Much less that it would be sold to me at a reputable Lexus dealership.  
  
  To repeat. The sale was final. The sale was deceptive.  **** telling me the truck is FWD after the sale does not reconcile the *** badge being fake and the sale being deceptive. 
  
  I am asking for $2,000 compensation. The average price difference between FWD and ***. I bought the truck based off the price for an *** truck. 
  I was hopeful in speaking with you directly we could negotiate a reasonable compensation in good faith. Your offer for me to sell you the truck for a loss is not reasonable for a fair negotiation. The truck now has ****** more miles plus you would have the added knowledge that the truck is FWD and not ***. Unlike I did. I am not selling you the truck. I will however, accept a refund.
  
  If you have a fair offer to negotiate compensation I am open to consider it. Otherwise, lets see what the BBB has to say.
  Sincerely,
  
  ***************************