Nalley Lexus Roswell GA= BIG thumbs down (UPDATE: issues resolved)
10-10-11, 03:26 PM
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Nalley Lexus Roswell GA= BIG thumbs down (UPDATE: issues resolved)
Had the car two weeks, so here we go (note: I WILL give it time to see if they get this solved)
CPO car (2008), 63K miles
Drove the car off with a broken console between driver and passenger seat, when bought, assured it'd be fixed by week's end. Been back THREE times to fix (minimum 1 hour each time), assured twice correct part was in... to date, wrong part. Friday, the 3rd trip, he apologized after I'd been there 45 mins to say wrong part still, but he'd run and get my car... which took 20 MINUTES.
Was to be called today to schedule next service... called at 10am to speak to my service advisor (Marvin). He was with a customer. Asked for voice mail, got disconnected. Called back, asked for Marvin's vm, got disconnected. Called again, asked for GSM, spoke to him to voice concerns. In ADDITION, new problem: car's barely turning over like bad battery or alternator. Remember, this is CPO, owned it TWO WEEKS
GSM calls me back, says part is in, can't find Marvin but assures Marvin will call me back to schedule appointment.
5;30pm- call again, ask for Marvin, he's with a customer (every time I've called, he's with a customer)... speak to another guy. He asks if I want to schedule, said can I speak to Marvin... "Oh, he's OFF TODAY", this after twice earlier I was told he's with a customer... so schedule with new SA for 7:30am tomorrow
Is this how far Lexus has slid??? If so, and I'll see how tomorrow turns out, but already HUGE drop in quality and service in 4 years. If all goes well tomorrow, no worries.
If it doesn't go perfectly (this is my 4th trip in 2 weeks I've had the car), then I have made a major mistake coming back....
CPO car (2008), 63K miles
Drove the car off with a broken console between driver and passenger seat, when bought, assured it'd be fixed by week's end. Been back THREE times to fix (minimum 1 hour each time), assured twice correct part was in... to date, wrong part. Friday, the 3rd trip, he apologized after I'd been there 45 mins to say wrong part still, but he'd run and get my car... which took 20 MINUTES.
Was to be called today to schedule next service... called at 10am to speak to my service advisor (Marvin). He was with a customer. Asked for voice mail, got disconnected. Called back, asked for Marvin's vm, got disconnected. Called again, asked for GSM, spoke to him to voice concerns. In ADDITION, new problem: car's barely turning over like bad battery or alternator. Remember, this is CPO, owned it TWO WEEKS
GSM calls me back, says part is in, can't find Marvin but assures Marvin will call me back to schedule appointment.
5;30pm- call again, ask for Marvin, he's with a customer (every time I've called, he's with a customer)... speak to another guy. He asks if I want to schedule, said can I speak to Marvin... "Oh, he's OFF TODAY", this after twice earlier I was told he's with a customer... so schedule with new SA for 7:30am tomorrow
Is this how far Lexus has slid??? If so, and I'll see how tomorrow turns out, but already HUGE drop in quality and service in 4 years. If all goes well tomorrow, no worries.
If it doesn't go perfectly (this is my 4th trip in 2 weeks I've had the car), then I have made a major mistake coming back....
10-10-11, 03:47 PM
#4
Lexus Test Driver
Seems like a dealer issue not a Lexus as a whole company.
And its a 3-4 year old car with 63k miles, Lexus CPO or not, you may have some problems.....
Maybe stop in and talk to the GM, do you have a history with them?
And its a 3-4 year old car with 63k miles, Lexus CPO or not, you may have some problems.....
Maybe stop in and talk to the GM, do you have a history with them?
10-10-11, 04:01 PM
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Should have hit me up, I would have hooked u up with Hennessy Lexus of Gwinnett.....we bought my first GS 400 from Nalley and NEVER again...treated me like crap most of the time and I'm happy to have purchased/serviced what 4-5 Lexus from Hennessy instead and spend THOUSANDS of dollars there instead.
My cousin didn't listen to me and bought his RX 400h there and he hated the experience, I helped him get a better deal but they lied about some stuff etc....so they bought their ES from Hennessy Lexus of Gwinnett and service their RX at Hennessy.
Sorry to hear this but not surprised at all.
I'll send this link to a guy that works with them & see if they can help.
Since you are back here, come to the huge meet Hennessy of Gwinnett is having! We will have the LFA and 2013 GS there!
https://www.clublexus.com/forums/sou...th-3-30pm.html
My cousin didn't listen to me and bought his RX 400h there and he hated the experience, I helped him get a better deal but they lied about some stuff etc....so they bought their ES from Hennessy Lexus of Gwinnett and service their RX at Hennessy.
Sorry to hear this but not surprised at all.
I'll send this link to a guy that works with them & see if they can help.
Since you are back here, come to the huge meet Hennessy of Gwinnett is having! We will have the LFA and 2013 GS there!
https://www.clublexus.com/forums/sou...th-3-30pm.html
10-10-11, 04:23 PM
#6
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hennessy ftw! 
10-10-11, 04:23 PM
#7
Yeah it sounds like you got a crappy dealer. I get nothing but awesome customer service at the Lexus dealers around my area, but there's always that one dealer that makes the brand look bad. If they don't fix your issue, i agree with Allen, contact corporate. Hell even if they fix the issue, call corporate and lodge a complaint, corporate will follow up on it.
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10-10-11, 06:37 PM
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Sick, thanks for the hit towards Hennessy.... car fax was clean and the records so maybe an anomaly... if it doesn't get fixed tomorrow, I'd look forward to speaking to your guy.
Nalley has lately had a good rep from locals here in Roswell... but I guess true colors can always rear their heads
And yes, Lexus Corp is already noted, started a file and VERY interested, especially considering I'm a former IS owner and know the car (and Lexus service) well...
Nalley has lately had a good rep from locals here in Roswell... but I guess true colors can always rear their heads
And yes, Lexus Corp is already noted, started a file and VERY interested, especially considering I'm a former IS owner and know the car (and Lexus service) well...
10-11-11, 03:17 AM
#11
That should have been fixed before you drove off the lot at purchase. Actually, you should have never seen it before they fixed it.
The sign saying they were a terrible dealer was right there, you just ignored it.
Don't blame Lexus for your mistake. Caveat emptor.
The sign saying they were a terrible dealer was right there, you just ignored it.
Don't blame Lexus for your mistake. Caveat emptor.
10-11-11, 07:40 AM
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Update
TWO calls already today PROFUSELY apologizing
Part for console was in, FIXED
Battery was DEAD, replaced, NO CHARGE even though not covered by CPO. "Least we can do in light of things"
Comment- "NEITHER item should have been missed during inspection, and it shouldn't have taken 4 trips to fix...please accept our apologies"
They are returning my car to me rather than me driving loaner back
So... I will eat a "small slice" of humble pie as they seem to be making things right... although Mike, I'd still like you to PM your contact's name when possible.. thx!!!
Keep everyone posted on future events... back to your regularly scheduled program
Part for console was in, FIXED
Battery was DEAD, replaced, NO CHARGE even though not covered by CPO. "Least we can do in light of things"
Comment- "NEITHER item should have been missed during inspection, and it shouldn't have taken 4 trips to fix...please accept our apologies"
They are returning my car to me rather than me driving loaner back
So... I will eat a "small slice" of humble pie as they seem to be making things right... although Mike, I'd still like you to PM your contact's name when possible.. thx!!!
Keep everyone posted on future events... back to your regularly scheduled program
10-11-11, 08:52 AM
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10-11-11, 09:13 AM
#15
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Sorry you went through this, Russ, I've posted here in CAR CHAT, a number of times, on the so-called "CPO" vehicles that, under my inspection, I haven't been very impressed with.
That doesn't mean, however, that the CPO process itself is a scam.....generally, it's not. They usually are in better shape, overall, than regular used-cars on the lot, and carry an impressive warranty. Of course, you pay extra for CPO's...they require more labor and inspections to get them ready for re-sale. But, despite the dealer/manufacturer hype and ads, the simple fact of a car having a CPO tag does not necessarily mean new-car-like perfection in a previously-owned vehicle. I've seen some CPOs that actually "passed" the official dealer-inspections, yet still showed some signs of accident-damage, broken parts (like your console), bubbles/rust in the paint, underhood fluid-leaks, etc....
That doesn't mean, however, that the CPO process itself is a scam.....generally, it's not. They usually are in better shape, overall, than regular used-cars on the lot, and carry an impressive warranty. Of course, you pay extra for CPO's...they require more labor and inspections to get them ready for re-sale. But, despite the dealer/manufacturer hype and ads, the simple fact of a car having a CPO tag does not necessarily mean new-car-like perfection in a previously-owned vehicle. I've seen some CPOs that actually "passed" the official dealer-inspections, yet still showed some signs of accident-damage, broken parts (like your console), bubbles/rust in the paint, underhood fluid-leaks, etc....