Nalley Lexus Roswell Service Department

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.
Mar 28th, 2024

Was in and out quickly... professional staff and listens to the customers
Feb 6th, 2024

David Fazio is the best service technician! The service department is awesome!
Dec 31st, 2023

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.
Dec 18th, 2023

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!!
Dec 9th, 2023