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:09/26/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *********************