Complaints

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:04/07/2025

  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.

  I purchased a vehicles from Nalley Lexus February 20, 2024. The vehicle was paid in full. It is now April 7th and my temporary tag has expired and I have not received the new one. They did not have the title to this vehicle and sold it to me. Now they are telling me to ask for an extension at my tag office. They said they would monitor the situation.

  

  Business Response

  Date: 04/08/2025

  We have processed the title work on this vehicle and the guest should receive her tag in about two weeks.  She has been sent an extension for her temp tag...  We apologize for the delay, and have reviewed the process to improve.

  Sincerely...**** ******

  Customer Answer

  Date: 04/08/2025

  Thank you for your assistance with this matter. I will await the arrival of my tag over the next two weeks. Once it has been received, I will feel confident in proceeding to close this issue.
  

• Initial Complaint

  Date:02/21/2025

  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.

  On 1/2/2025 I bought a vehicle from Nalley Lexus of Smyrna for $36,000. They told me the vehicle had no damage but it was signifcantly damaged multiple times over. I contacted them and they said they would fix it, then two staff ghosted me when I tried to get clarification. I brought the vehicle for repair, they kept it for over a week. They said they fixed the issues when they had not. They said if I came back they would fix the vehicle, I brought it in and they said they would not fix it. They claimed that a bolt sticking out did not matter and that a bumper will pop out of place on any vehicle at anytime. They told me I wouuldn't lose money if I sold it back and then they offered me a loss $3,500. They offered me a price better than I could possible get for the vehicle if I were to be honest about its condition. They scammed me. They sold me a car after many of their staff lied about its condition. I had to take many days of off work for them to fix the situation at they said they would and they did not multiple times. They wasted my time intentionally and lied about everything I tried to workout every time I called, texted or emailed. I should not be allowed to do business.

  

  Business Response

  Date: 02/22/2025

  BBB,

  This guest purchased this Avalon from us and took it to his mechanic.  As we do on every vehicle, we had Mr. ****** review and sign the most current CarFax and sign an 'AS - IS' for the vehicle he wanted to purchase.

  Since we can only do certain steps in reviewing history of a vehicle, which includes CarFax and what our mechanic sees during the inspection, we don't know if it was in an accident or not.  This vehicle appeared to be fine, but it is a subjective view.  We do not know how Mr. ****** determined 'it was significantly damaged multiple times over' - his words.  We do NOT agree with his assessment.

  After multiple people listened to Mr. ******* and our lead tech worked directly with Mr. ******* he asked if we would buy the vehicle from him.  It had been titled and tagged, but we gave him a price over the original selling price of the vehicle by itself.  We could not give him back the taxes and fees.  This was based on Mr. ****** making this request.  

   

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22971882
  
  I am rejecting this response because: They know the vehicle is damaged. I spoke with multiple people and they were completely aware that someone pried the door panel apart at the window with a metal rod, which is clear from the photo from the mechanic. They know the vehicle was damaged from the car being curbed or similar and that it was incorrectly towed or jacked from the bolt protruding out seen in the another photo from the mechanic. They know the vehicle is damaged because they took the bumper off and put it back on again "correcting" the issue and three days later it popped out of place. Despite this they are going to sell it to someone else as vehicle in good condition without any significant damage, another person is going to loose thousands of dollars in value because this group are dishonest and predatory and should not be allowed to do business.

  I came back because they told me they would fix the vehicle correctly. They told me the manager I had an appointment with did not work there. They said I should try multiple other stores in different cities. When the manager did come out he told me again that they would fix the vehicle. Then four men surrounded me, they told me "any bumper on any car can pop out of place at anytime" their words, and they told me "it doesn't matter if a bolt is sticking out" their words. Then told me they would not fix the vehicle, that I could sell the vehicle or leave. 

  I have spoken to eight different people in their group. The first two ghosted me a month ago. Everyone I have talked to has lied to me. It is not good to lie about goods and services. I reject their response. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/02/2025

  BBB,

  I have discussed this situation with **** ******, sales manager, ******* ********, lead tech for used vehicles, and ******* *********, General Sales Mgr., with all of them stating they worked with the guest and on the vehicle.  Especially ******* - our lead tech that will try to assist with any issue and resolve them when they can be.  Mr. ****** did come back multiple times and discussions regarding his concerns occurred, based on what a mechanic he was working with outside of Nalley Lexus.  He was attended to many times and I have no idea who person was that 'didn't work at the store' was or 'what stores in other cities' would've to do with a vehicle we sold.

  Attempts were made to fix his concerns, including the bumper, but bumpers on vehicles may not align perfectly.  As a 'used car' the vehicle was in very good condition.  At one point Mr. ****** was comparing the ****** he purchased to the ride of a Honda.  We don't have control of how manufactures build vehicles and there can be or there are differences in how every vehicle 'can' ride, drive, sound and feel, especially when they are used.

  Mr. ****** made the decision to sell us his ****** and he was given a figure that he agreed too.  We did what he wanted, and he knew the dollar amount he was going to receive.  We did NOT perform this process on our own, Mr. ****** made the decisions.

  What is the question?

   

   

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22971882
  
  I am rejecting this response because:

  The dealership lied about the state of the vehicle. Even after, in this communication they claimed not to know about the damage they claimed to fixed. This level of dishonesty defies logic and is impossible to deal with and do business with. They lied about being willing to repair the vehicle and repeatedly wasted my time. They knew I was traveling a considerable distance each time and I left the vehicle with them for over a week. No one should be allowed to do business in ******* operating so aggressively dishonest as these people are and have been. They now claim they don't understand the question. They weaponize nonsense on top of non stop dishonesty. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/10/2025

  Item A is the door panel that was pried apart as shown in the picture. It was clear that the door panel was damaged and pried out of form They only replaced the weather stripping, effectively hiding the serious damage. Later they claimed verbally that they replaced everything but they clearly didn't and listed it as only the weather strip in their work documentation.

  Item B is the damage to the bottom of the vehicle shown in the other picture. The bolt sticking out is not supposed to be sticking out. The bolt to the frame needed to be moved a couple millimeters but they just took the bumper off and put it back on so it would look right. Again not repairing the damage but hiding it, and after 3 days the bumper popped out of place and the bolt was always sticking out from where it is supposed to be.

  Thanks very much,

  ~*****

  

  Business Response

  Date: 04/10/2025

  Nalley Lexus paid off the loan Mr. ****** had on the Avalon he had purchased from us and the payoff was approximately $33,000.  These funds, sent by Nalley Lexus, were to payoff the loan against the Avalon per Mr. ******** request. 

  Nalley Lexus does not owe Mr. ****** $36,000 or any money as we purchased from him an Avalon he owned at his request.  We did what Mr. ****** asked us to do. 

  Customer Answer

  Date: 04/11/2025

  Dear BBB,

  This response like previous ones does not address the issues I am addressing.

  They lied to me about the condition of the vehicle I purchased.

  They got me to come in multiple times, wasting multiple work days for me, having promised to fix the car.

  The last time I brought it in they had promised to fix the car. They then refused after getting me there. Then offered to buy the car for a price less than I paid but much more than I could possibly sell it being a honest person and knowing the significant damages the vehicle had.

  If they are will to pay for the difference in price, and pay for my time and pay for the stress and abuse I suffered from their lying I will be satisfied.

  I do not understand how I can make any progress if they can reply with switching the topics or straight up lying as I proved they did earlier in these correspondences and they have lied to me many many times before the BBB was involved.

  What can I do to get the important issues addressed? It seems every time they ignore my issues and before they just boldly lied and then the BBB says "that's that".

  Please advise.

  Thanks

  ~*****

   

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service 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.

  *06th DEC 2023 (Time: 7:00a.m.-1:33p.m.)*Invoice #****** *$705.34 (PAID IN FULL-cash)*The business committed to provide me a "guest-centric experience"*Nalley's CEO and Director of Service Manager exhibited micro aggression towards me.*No resolution has been solved at this time

  

  Business Response

  Date: 12/12/2023

  BBB,

  We have agreed to replace the seat belts and re-imburse ************** for the cost of the jacket she says was damage.  Both of the requests ************** made we agreed to.

  What else are we to do?

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

  Customer Answer

  Date: 12/12/2023

  Hello ****************,

  I am requesting a written and formal apology from you and Mr. *********************** for your micro aggressive behavior towards me 08th DEC 2023.

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

  

  Business Response

  Date: 12/13/2023

  BBB,

  A letter will be sent to ***************

  Sincerely, 

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

• Initial Complaint

  Date:10/24/2023

  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 purchased a brand new 2023 Lexus Nx 250 on 11/2023. approximately two MThs later I started having issues with the car Radio. After taking the car several times to the dealership They told me I was the only person having a problem with the Radio and they will replace it at as curtesy to me. the Radio was placed around march. Less than a month later the issue started happening again. I again called the customer service line and returned the vehicle. The issue came back to either my cell phone or the radio needed to be upgraded. That is also when I discovered that this was a Lexus NX issue everyone was having. Lexus told me they don't know when but one day the satiate was going to send out an upgrade to fix the issue. I traded the *** in because I felt as though it was a bigger issue. Me a single woman who only purchase new cars because I cannot afford a breakdown was told about a wonderful option of a Lexus certified vehicle that could be sold at a great price with no issues. I trusted them and bought a 2023 es Lexus 350 two months later Issues. I was told by Lexus cooperate that I have aftermarket things placed on the car causing the features I have paid for not to work, The dealership again is blaming me for the issue the car is having. I messed an important doctors appointment for allergy medicine I need to drive the car because of dog hair that was left in the car. I'm tired and feed up and believe I'm due a new car with no issues. I've done everything they have asked me to do.

  

  Business Response

  Date: 10/24/2023

  BBB.

  Attached are copies of the service history related to the both the 2023 NX and the 2022 ES ************** refers to in her statement.  Both of these vehicles are covered by Lexus - first through Lexus' original 4 year 50K limited warranty.  So, any concern that is NOT related to the 'aftermarket' items she may have installed, would be covered by any Lexus Dealership in the 48 contiguous states.  I am NOT aware of any aftermarket items on the 2022 ES350 she purchased.

  Nalley Lexus service is always looking to assist our guest and fix concerns with their vehicle.  We are paid by the Manufacturer for doing the work so there ISN'T reason we wouldn't help, unless we can NOT duplicate the concern or a part/fix is not available from Lexus.

  We want to help all guests, so we would be happy to review ****************** concerns.

  Sincerely,

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

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20775005
  
  I am rejecting this response because:
  
  Sincerely,

   

  I never put any aftermarket devices on the car.  I purchased the car and was Ill inspected 
  
  *************************

  

  Business Response

  Date: 11/02/2023

  Looking in our service history, Lexus Dealer Daily, there is NO history of this ES350 coming into the store to state a concern.  So I don't know what is supposedly wrong with it.

  What is the issue?

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My parents bought their vehicle from this particular location and now has sold it. They are trying to get information on their maintenance contracts/any additional plans they bought while having this vehicle. One representative informed my parents they would call back but after weeks never did. They have consistently called to get information with voice message but with no call back.I believe this location is avoiding calls related to unused maintenance plans/other plans in order to ride out the expiration time where my parents cannot receive a refund for the difference.

  

  Business Response

  Date: 04/20/2023

  I have spoken to ************ and have this information related to his parents.  I am speaking to Fun *** (his mother) regarding the items they have questions about.

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/19/2023

  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.

  On 11/8 I paid a refundable $1000 deposit on a new car. I did not purchase the car and the dealership is trying to keep $900 of my deposit as of 1/19.

  

  Business Response

  Date: 03/21/2023

  BBB,

  Our records show we receive $1,000 deposit on 11/8/2022 and we refunded $1,000 on 1/23/2023, see attachment from our accounting office.  Also, a copy of the receipt for the $1,000 deposit is attached.

  I am reaching out to Ms. ** to determine why she feels otherwise.