Nalley Lexus Roswell Service Department

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Jackie Grogan
3 weeks ago
Lexus claims on their website they strive to provide outstanding customer service. Today was my 1st service visit for oil change and leather seat cleaning. I received post card to schedule 1st oil change and my TAN leather seats are stained from dark clothing/jeans which make seats look grungy & dirty-not to mention I only had car for 6 months. Upon arriving, they told me I did not need oil change yet. Then told me they had to verify my premium car care package that I paid $1224.00 for interior/seat cleaning, staining/fading etc., After 1.5hours later when I had to approach the staff, they said they couldn't get in touch w/warranty dep't and they'd give me a loaner car while they figure out my warranty even though they see in computer I purchased the care care premium package. ONE HOUR later, still nobody communicated w/me and NO loaner car. He, Justin, said he was super busy as he had 5 other service tickets on his desk pointing to them which had nothing to do with me and my appointment. As I sit and watch other customers in and out as their service advisors visited with them a few times as I sat left unattended to. I went to get lunch and came back for my car 4 hours later I went home. Justin did have detailers spray and wipe my seats to accommodate me to some degree but so not happy.AFTER THE SALE THEY DON'T CARE ABOUT YOU. Communication horrible, they just let me sit there until I had to approach them twice. I then found the warranty company phone # and called myself, they answered quickly and said nobody from Lexus in Roswell has contacted them yet about my vehicle!!!!! I will NEVER go back to this dealership EVER! They made me feel like a nobody and left me sitting there for hours. Unless I just got assigned to the wrong service advisor Justin.

  Tiffany Mallanda
4 months ago
David Fazio sets the tone of providing exceptional service! When I came in to have my vehicle looked at, the service advisor who I was originally assigned to Brandy, disregarded my concerns and handed me back my keys I took off work earlier for my appointment and to not look into my car issues was a complete disservice. The individual who worked in parts was also very kind and understanding. He informed me to speak with the Service Manager who is Nichole. Nichole listened to my concerns and made sure my car was seen and assured that I would receive the service I deserved .The service department went beyond my expectations and I am so grateful. Thanks guys!!

  David Bertany
6 months ago
I rated this visit a 3 as everyone was very professional but very poor customer service. On this visit I purchased 3 tires, had front rotors resurfaced, and purchased crossbars from the parts department for my GX 460. Total bill was about $1800. When going over the prices my service consultant said there would be one hour of labor to install the cross bars costing $120!! I said I d just put them on myself when I arrived home. This took me all of 10 minutes at most and I ve never installed crossbars in my life. For something that would have taken them a few minutes at best it was very petty to try and charge me $120 to put them on. Especially since I purchased them from the dealerships parts department. They did not go the extra mile or display Lexus service this time. Disappointing.Services: Tires, Brake service & repair

  Tanishas S
4 months ago
Always professional, clean lobby love all the USB ports and the lady at the coffee bar make a great latte, I think her name is Fatimah. I appreciate the consistency.

  Bianca Phang
a year ago
Came in for a 15k mile service even though my car was at 13k miles, a month after the service maintenance alert showing on my car & haven t been able to contact anyone at Lexus about this issue for days, despite leaving messages.My first couple of services took 2+ hrs, this recent one was quick but did a terrible job because maintenance alert won t go away, on top of that a new service date sticker was not left on my window as usual & it actually looks like the previous sticker was removed and reapplied.

  Renee Matt
4 months ago
David Fazio is the best service technician! The service department is awesome!

  Jason
a year ago
Promised me to replace the brake discs with new ones. I found out that it was repaired after picking up the car. The price is very expensive. Repairing the brake discs is only 160 at other car dealers. This dealer s repair costs 405 dollars, which is too expensive. I will never go to this dealership. Maintenance repaired

  John Sergo
a year ago
Was there for 1st complimentary Service January 18th. William Gallagher was friendly, professional and handled the service very well and explained what was done. My ES 300H is the best !!! FIVES STARSService: Auto maintenanceService: Auto maintenance

  Harold Dombeck
10 months ago
My prior service at 25000 miles cost $191. I thought it was an outrageous price for essentially a checkup. I scheduled my 30000 service to find out that the cost was in excess of $600. There is no value proposition to service at the Roswell location.

  Mike Twice
2 years ago
First off I would like to say I LOVE my car. I recently purchased a Lexus RC 350 AWD. It handles amazingly and it capabilities surpassed my expectations! I came to Nalley for a routine service and the experience was flawless. Everyone made me feel right at home. The tech told me it would be about an hour so I decided to grab a bite to eat. Upon my return I joined the rest of the proud owners in the lounge. It was equipped with plenty of comfortable seating, t.v.s and even a pristine pool table. It wasn't long after I sat down that I was told that my car was ready. It drove like a dream!!

  William Dukes
2 years ago
4-28-21 ANOTHER REMINDER - DO NOT DO BUSINESS HERE. THEY LIED TO ME THEY WILL LIE TO YOU. That's not the worst part - they would not answer my calls or even call me back. I've had much better luck since with Hennessy Lexus not that far away. Stay away from Nalley Lexus Roswell. INCOMPETENT LEADERSHIP!12-30-20 JUST A REMINDER HERE - THESE PEOPLE ARE CROOKS. I made the mistake - please don't do the same. STAY AWAY!10-12-20Pathetic here folks. Avoid buying a car from Nalley Lexus Roswell, and if you do buy a car from them, please don't get it serviced here!! My Lexus was serviced on June 25th and my service advisor was Mohamed Barry (I've come to find out "Mo" is no longer an employee). Part of my service was suggestion to replace all four tires and I agreed to replace them all after a conversation with Mo and him explaining I was eligible for a 35% Michelin rebate - which would ultimately offset the cost of new tires. Mo explained that the Michelin rebate (several hundred dollars) would come by mail to my address, and if it did not come in 60 days to reach out to Nalley Lexus Roswell. Fast forward - the rebate check from Michelin never came so I reached out to Nalley Roswell on 8-29-20 and six times since (including today 10-10-20). I've left messages with multiple people in the service department for a month and a half including the so called "service manager" and nothing. Crickets. I cannot speak with anyone other than the receptionist. At this point, I am almost certain the rebate was a scam. But, the most disappointing thing is that I haven't been able to speak to anyone in the service department for over a month. If they did it to me they will do to you! They sold me expensive tires with the promise of a rebate to offset the costs. I bough my vehicle back in 2016 from this dealership and have spent thousands of dollars in service since to be treated like this? I am a very reasonable person and its just very disappointing. Like I said, if the rebate was a misunderstanding or something went wrong - fine - disappointing, but things happen. On the other hand, the fact that I've been calling for a month and a half and cant get a call back or speak to anyone is inexcusable. Incompetent leadership or just plain crooks are the only explanations at this point. AVOID AT ALL COST!!!! They did it to me they will do it to you. Shadiest dealership in town!Service: Tires

  Abhinav Reddy Malepolla
3 months ago
Was in and out quickly... professional staff and listens to the customers

  Shannon Albertson
a year ago
Service dept was thorough and detailed with recommended services and parts. Provided a loaner while my car was being worked on.

  Melvin Bond
3 years ago
Mr. Hassan Mahmud was very professional and courteous which my experience. He took time to verify al my inquiries about a vehicle. I m very pleased with his service

  Hendrik Kroes
4 months ago
Great place ifvyou are looking for a lexus

  Felicia Schlafer
a year ago
Always leave feeling I received the best for my Lexus SUV. Will go nowhere else.

  L P
2 years ago
I had to go to the service desk to pick up a part. I received immediate assistance. The personnel were very pleasant and I was pleased with my service.

  Anjum Waqar
a year ago
They are very knowledgeable and professional. The service is good they will not disappoint you

  KENNETH MOORE
a year ago
LOVE THE SERVICE ADVISOR AND THE THE DEPARTMENT IS OFF THE CHAIN VERY MUCH PROFESSIONAL ESPECIALLY BANNON KEEP UP THE GOOD WORK NALLEY LEXUS OF ROSWELL SERVICE DEPARTMENT.

  Dale Hintz
a year ago
Professional and reliable service. Comfortable waiting area. Usually quite busy.

  J W
a year ago
Outstanding service outstanding care of my vehicle thank you once again.

  ABCD DCBA
2 years ago
Always helpful and great customer service as far as my personal experience goes

  Larry Fetzer
2 years ago
Quick fair and was the best purchase experience I ve had.

  GoldieQue J
2 years ago
Phenomenal experience. Very prompt and professional

  Neil Jackson
2 years ago
They were good