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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
*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
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 response
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
12/13/2023
BBB,
A letter will be sent to ***************
Sincerely,
*********************
Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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
04/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
01/19/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.