Nalley Lexus, Roswell

We purchased a 2017 Rx 350 with all the bells and whistles from Nally in October 2017. We were convinced to purchase the extended warranty for 10 years. We also purchased the interior warranty which had a 7 year time limit. At first we are unable to locate our warranties. After numerous calls to Nally to obtain a copy of our warranties they were never able to produce them. We went through not only the manager of the dealership who assigned it to one of the 2 Mohammed’s that works there (thereto that work there I just don’t remember his last name) and they were never able to produce my warranty documentation. They said that the records were off-site and they would order them but of course that never happened. You would think they have a record of something like that or at least the amount of money I paid to be able to match up with the fact that I did in fact purchase those expensive warranties. We did finally locate the warranties in our manual book (I placed them there will repurchase the vehicle) and by the time we did- from the time we asked for assistance on interior problem-, the warranty had expired. Just this week the tire pressure sensor light came on and we were told by the tire department at Costco that it was a failed sensor and that they would need to be replaced. I had the warranty in hand and called to schedule a warranty repair with Nally Lexis of Roswell. I could not get anyone to confirm whether or not the warranty covered the repair. Nobody would call me back. I asked to leave a message with the manager of the entire dealership. Instead I received a call from Daniella, who said she would take care of it and also fix the seat repair which I’d sought to fix a couple of years ago. She said that her service person Brandy would call and schedule an appointment for the warranty repair. Brandy called to tell me that my warranty had expired and therefore the warranty would not cover my issue and it would be over $400 out-of-pocket to replace one sensor. In response, I sent to Daniella a text message with a copy of the warranty showing that we clearly had 2 years left as well as 30,000 miles before expiration. Daniella said she would get back to me. She didn’t. I called her again-no response (she had given me her cell number so that I would be sure to be able to get through with her if I had an issue). So I called up the warranty company, Fidelity Warranty Services, Inc. who were very nice and confirmed that my warranty was in force and also informed me that because the car had 11,000 miles on it when I purchased it that my warranty was for an odometer reading of 111,000 miles . Receiving absolutely no response from Nally I went over to Hennessy Lexis who were happy to schedule an appointment and handle my warranty repair. In fact, their cost for repairing all 4 sensors was $100 more than Nally just repairing one. FYI. Everything with Nally has always been like pulling teeth. I don’t think the right hand knows with the left hand is doing. I will never buy a car from these people under any circumstances and you should think twice about it is well.

Great experience with Mr. Jim and Mohammad while buying my first Lexus. They are very professional and do beyond and above. I highly recommend them

Our salesman (Roy Cha) and finance manager (Mohammed Tahir) were very professional, kind, and accommodating. They were very knowledgeable about every aspect of the process of picking and purchasing a car and we will come back for future purchases because of them!