ComplaintsforNalley Lexus Roswell

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  11/11/2022

   
  Complaint: 18390670
  
  I am rejecting this response. 
  

  

  Business response

  11/11/2022

  Please clarify what in the response you are rejecting. 

  Customer response

  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 response

  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

  12/01/2022

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

  Customer response

  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

  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 response

  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,
  
  ***************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified Pre-owned 2015 Lexus ES350 from Nalley Lexus in Roswell ** on January 12,2021. I found out after taking my car to ************* that car wasnt certified because needed four new brake pads new coolant new transmission fluid new spark plugs.I then called *************************** General manager and told him the car was advertised as certified and it wasnt.Thats fraud. He agreed to make it right and certify the car at no cost to me and give me a 2 year or ****** mile warranty.Which I accepted.I then had two leaking rear struts on August 24,2022 and took my car to Nalley Lexus to have it fixed. They denied my warranty saying the car was sold as is. They never entered it in the lexus data base system after they certified it so wasnt showing up as certified. I asked this to be changed and entered as certified every time I went it for a oil change or tire rotation they didnt charge me because was part of the warranty L/ Certified by Lexus agreement. I then took my car to ****** automotive in ******* GA to fix my two leaking rear struts which they did for $1,181.19

  

  Business response

  09/27/2022

  Thank you for the opportunity to respond to our customers concerns. **************** purchased his vehicle as is, all the as is paperwork was signed by **************** and he did not bring up the vehicle being advertised as a CPO.  At the time of signing, *************** was offered a VSC plan, which he declined.  Later at Mr. ******* first service appointment, he asked why it was not complimentary and spoke to the sales manager, Clay.  **** reiterated that the vehicle was as is.  At that point, *************** asked to speak to *****, and this was the first mention of the advertisement that indicated the vehicle as a CPO unit. ***** explained to **************** that was an error; we have language in the disclaimer that states to not rely on advertising but to verify accuracy of advertisement with the dealership prior to purchase.  As a gesture of **************************** provided that service free of charge.
  We certainly understand Mr. ******* frustrations, however, this was not brought up when he signed the as is disclosure or at any time during the purchase process, therefore we respectfully decline to provide further free services. 

  Customer response

  09/27/2022

   
  Complaint: 18128289
  
  I am rejecting this response because the car was advertised as Certified Pre-Owned and that fraud when you sell it like that and car hadnt been certified.Why did you run it through the certification process then because you got caught in a lie.
  
  Sincerely,
  
  *********************

  

  Business response

  09/28/2022

  We certainly understand your frustrations, however, you did not bring this up when you signed the "as is" disclosure or other paperwork notating it was "as is". You were offered the opportunity to purchase a warranty and declined.  Because of those two items, we respectfully decline to provide any additional services free of charge. 

  Customer response

  09/28/2022

   
  Complaint: 18128289
  
  I am rejecting this response because if car was certified as you advertised it was I wouldnt need a warranty because 161 point checklist fixes any major problems.I caught  you in a lie by selling it not certified and you made it right by giving me the L/certified by Lexus warranty rather than my son *** you who is an attorney.Dont understand why you arent honoring the warranty that Nalley Lexus gave me. *************************** you gave me your word that you would make it right.Are you going to live up to what you said.I was told on the Nalley Lexus website to reach out for a solution and did so.*************************** hung up on **** expect this to be resolved as you admitted you made a error and would make it right.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Dealer (****** sales ******** Austin **** in Sales, ***** in Finance) made several verbal promises prior to the Sale of the ** 60 to me on Wed 6/22. The verbal promises can be proven by a witness that was in the dealership. The promises made included repairing the damage to the front bumper and paint. ******* ******* and I discussed the car required these repairs prior to me taking the car home. They sold me a car Wed and told me they had to keep the car until Friday evening to repair the damage. Upon arriving Friday I pointed out to ****** damage to the rear tire well and rear fender that were not present on Wed and the damage to the front of the car and paint damage was not fixed. ****** agreed and stated this would be fixed when I brought the car back in for the repairs to be completed. In front of a witness on Friday Austin **** discussed why it was important I bring it back in for the repairs to be completed by Infiniti. When I brought this up to Austins' attention on Friday concerning when they would be repaired he ignored my requests until Monday evening when I reached out again to get a resolution. The car was damaged after the Sale and prior to my taking delivery. There is nothing in writing stating this damage was present prior to selling me the car. The Dealer provided a CarFax stating there was zero accidents and verbally agreed to fix the damage on the car. The additional damage done by Nalley happened between Wed and Friday when I actually picked up the car. The slick used car Manager *************************** stated Nalley will do nothing and sold me the car As/Is. Nalley damaged the car they sold me prior to my delivery. Nalley used false advertising tactics and verbal promises to lead me to believe this car had no damage and the damage that was present they would fix between Wed when I bought As/Is and Friday upon Delivery. You can review numerous complaints with ***** the ** at this dealership for this very reason.

  

  Business response

  06/29/2022

  Thank you for your feedback.  While we are saddened to learn that you are not pleased with your purchase, you executed multiple documents describing the vehicle you purchased as as is, and you signed off on a document stating nothing owed.  You had the opportunity to  inspect the vehicle at the time of delivery.  The transaction is final and the vehicle is not subject to return. While I disagree with the arguments made in your review, I am more than willing to discuss your concerns with you and have invited you to visit the store.  If you are unwilling to visit the store to discuss your concerns despite my invitation, I do not believe we will be able to address your issues.

  Customer response

  06/29/2022

   
  Complaint: 17497855
  
  I am rejecting this response because:
  

  The Dealer ***** called stating they will fix the damages on the car and do not care if they fix or I just return it. Just a Terrible attitude adding to a Terrible experience. I am bothering them by demanding what was already agreed. Do not buy anything from Nalley Lexus of Roswell without having Everything in Writing. They told me it's no big deal we will take care of it. They did the opposite the moment I signed. They got amnesia. You can read most of the complaints on here and the web and you will see the same issues. They sell a Car and promise repairs. The do not honor the repairs. They sell a car and delay delivery then deliver the car without the repairs. The ** *************************** is a common name you will see with the exact same complaints. He does not care about taking care of the customer or honoring the word of anyone who works for him. So after they call me and tell me they will reduce my interest rate by 2 pts today but I have to get to the dealership today to make this happen. Then they call me and tell me I must return the car because my contract is no good. This is the most crooked backwards dealership you could ever had the displeasure of working with. I have no idea what is going on. They will take the care back then they want to refinance it. Then a few hours later they decide they are pulling the contract. We do not like this dealership and the way they do business. They speak out of the side of their neck at every turn. it makes not sense and neither does shopping at Nalley Lexus Roswell. STAY AWAY and BEWARE of this place. 

   

   

   

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

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  about 4 weeks ago, Nalley Lexus, ******** **, fixed my car for an issue. This involved putting in a the following new parts:Control Arm - Lower: Right front lower control arm bent Axle Replace - Front: passenger side axle damage Recommend replace Alignment Sway Bar Links - Front: sway bar link bent Ball Joint Replacement - Lower: passenger side damaged Struts - Front: bent Recommend replace Wheel Bearing Replacement - Front: Right front hub bearing damaged also dust shield is bent Boots - Outer Tie Rod: passenger side Steering Rack: possibly damaged internally - optional This entire repair cost me a total of $ *****. Despite all these new parts, within 3 weeks of picking up my car, the control arm came out when i was driving and I was lucky to not get into an accident or harm someone else. The car was towed back to the dealership, and they told me that there was no pin attached to the control arm and that caused it to get disengaged, which led to a loss of control over the car. Such a disengagement of a control arm is extremely rare and that too on a brand-new control arm. I am really shocked at this gross incompetence and criminal negligence that could have been potentially life threatening for me and my family. We were also sick for two days after the incidence happened because of exposure to cold and a traumatizing experience. This has been a physically and mentally draining experience for my family. I am looking for refund on my repairs and compensation for this poor service and a horrifying life-threatening experience.

  

  Business response

  02/15/2022

  Customer requests a refund in the amount of $8,700 from Dealer, arguing that she suffered a "physically and mentally draining experience" when a control control arm pin disengaged following repairs performed to her vehicle by Dealer.  While Dealer appreciates the customer's position, Dealer states that Customer's demand for a refund is not warranted. 

  As an initial matter, Dealer notes that Customer spent $7,806.074 on repairs, not $8,700.  (Attachment A)  More importantly, following the issue with the pin, Dealer caused the vehicle to be returned to Dealer's facility, at which point Dealer repaired the control arm at no cost to Customer.  Dealer also provided additional services to Customer, resurfacing the rotors on Customer's vehicle, at no charge (Attachment B).  Accordingly, Dealer fulfilled its warranty obligations, and Dealer is not obliged to refund the amount Customer paid for repairs.
  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought me 5th Lexus for cash from Nalley Roswell last winter. My wife bought her 3rd Lexus from the same dealership. The salesman told me and her it was a VIP Dealership. Which he listed the benefits, one being car pickup for service. The salesman never explained the car to me. He rushed me out the door. I should have walked out then. I use to like the car but almost a year later I still don't know how to use a lot it offers. I tried to set up a service appointment, the department never called me back, then I left 4 messages for the service manager, never called me back. I have spoke to the Dealership manager once, since I have left many messages, never a reply. It is very obvious this Dealership does not care about their customers, service of cars, nor keeping old Lexus owners. Some VIP treatment! Lexus has always been a great experience, but this Dealership has problems. I need someone to show me how to work the car: apple play, seat adjustment, foot trunk signal, etc.. After contacting Lexus Corporate last summer someone from the Dealership contacted me and made an appointment to go over the details of the car. They canceled the appointment and I never heard from them again. I would like someone not associated with Nalley Lexus Roswell to explain the car details.

  

  Business response

  01/27/2022

  Thank you for bringing this complaint to our attention.  We have reached out to our customer and will be meeting with him on Wednesday to resolve.  Thank you again for the opportunity to respond. 

*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. ↩