Hennessy Lexus of Atlanta

After being a loyal customer to Lexus of Atlanta for many, many years, it pains me to write this review. I have written articles for national publications (i.e., Huffington Post, Blavity), so when I write I am very intentional and thoughtful. With that being said, I am sharing this review because I am beyond disappointed in this dealership, the service and lack of care and concern I received. I have owned two ES 350s. The first one was stellar and I purchased it from Lexus of Nashville. However, I always had it serviced at Lexus of Atlanta. When the transmission died at 205,000+, I told Lexus of Atlanta, "Ok. I guess I am going shopping!" So, I purchased my second ES 350, a black 2017 with peanut butter interior, from LEXUS OF ATLANTA. The car has ONLY been serviced by them. I typically wait at the dealership unless I have a meeting or appointment. In those cases, I request a loaner. On August 28, 2025, the day after my birthday (and after my car passed emissions and had just been serviced a month prior at the dealership), my car abruptly jumps and stalls (yes, I was extremely scared as I was driving home from an appointment in Atlanta traffic) and the "Traction Control" message popped up. I immediately had it towed to Lexus of Atlanta. I got a loaner for ONE day while they inspected my vehicle. I received a call from my Service Advisor with whom I have worked for many years and he says, it is my transmission and quotes me $10,000+. He also has zero empathy, could not tell me why my car all of the sudden "died" and essentially said, "these things happen and it is what it is." I then left the car and tried to work with the dealership and Lexus US regarding my vehicle. Honestly, no one cared. The reality is, I am just another person and a dollar sign. It is a business and I get they are all about the money. I paid my hard earned money for years and always had a smile on my face, a cup of coffee in my hand, and my laptop with me when I entered Lexus of Atlanta. When I was gladly buying cars and paying for service, I was treated nicely. As soon as something major happened to my vehicle, I was essentially dismissed in my opinion. Not only did I not have a loaner while waiting on Lexus US and Lexus of Atlanta but when I requested one, I did not receive a response. HOWEVER, when I came to get my car today, I was JUST asked had I turned in my loaner from 8/29. Are you serious?! I have never kept a loaner and they did not even offer me one after I turned it in 2 weeks ago (knowing that they and Lexus US were going back and forth as no one really wanted to assist with the repair or explain how my car suddenly died). My car sat at Lexus of Atlanta for 2 weeks and I did not have a loaner. I was then told, "Sorry, we had the wrong person and we confused you...you all have the same last name." I have NEVER been confused with another customer before today. I will not call out names (though I could and should) because I am not trying to embarrass anyone. I am writing this review and will be sharing on other platforms because I want this dealership to do better. Treat people how you would want to be treated. Period. So, I will be getting my car fixed elsewhere. I plan to keep it and purchase another vehicle, but I may be done with the Lexus brand as it is no longer synonymous with quality and luxury, and I advise people not to go to Lexus of Atlanta to purchase or have your vehicle serviced. Customer and brand loyalty are simply not valued. Lexus of Atlanta, I implore you to do better.

I am absolutely appalled by my experience at Hennessy Lexus of Atlanta. I placed a deposit for a Lexus GX in summer 2024, expecting a 3-6 month wait as promised by my sales advisor. Over a year later, I’m still waiting, despite seeing vehicles matching my specs (premium trim with grey interior and bench seating) arrive and sell to others. Each time I inquired I was dismissed and the sales rep even suggested / threated to remove me from the waitlist—this is how loyal, patient customers are treated? Other dealerships in Atlanta confirmed that no one else has been forced to wait this long for such a configuration, yet Hennessy Lexus has wasted my time with empty promises. The final straw came when the exact vehicle is scheduled to arrive at the dealership this month, one year after my deposit, only for me to be told it was "promised" to another customer again. When I expressed my frustration, the sales rep unprofessional response was to offer to “remove me from the list completely.” The audacity of this statement speaks volumes about the lack of respect, professionalism, and care Hennessy Lexus extends toward its customers. Had I gone to any other dealership, I’d have had my GX months ago. I sent this compliant to the company/dealership and not one person responded .. I think this also speaks volumes of their interest in customer satisfaction! Save yourself the frustration and self-respect and go elsewhere!

Responded rather quickly Just never worked out a deal Would contact again if car was found