Nalley Lexus Galleria

I’m a Lexus/​Toyota owner for almost twenty years, I’ve learned that the value is not in the vehicles (because they’re all great), it’s in the people and the service. After coming from Jacksonville, Orlando, and Miami, the customer service experience here is just average. Not bad, but NOT GREAT. Considering basic service is almost 40% greater than in Miami, I would expect more of a genuine experience, not less.

If I could give them more stars I would. It is my second car purchased from them and both times I had a great experience especially my recent purchase. My sales person Raul Cantu was awesome and made the transaction easy and very smooth. I traded in my 2006 RX400h and walked out with a beautiful 2016 NX200t. I had the best experience there with no pressure to purchase. Raul kept his word and took care of all my needs and made sure I was able to walk out with the car I wanted.
If anyone needs a new car please come to this location and ask for Raul. I promise you, he will do a fantastic job. Thanks to everyone at Nalley Lexus Galleria!

Pretty unfriendly service professionals. I had Jennifer R. during my visit.
I don’t see why these luxury dealers can’t get it right. I should just go back to getting Toyotas.

Best experience ever. Went in to buy a 2016 RX but ended up with an 2016 NX. Raul And Winston were awesome!!! I will never buy a car anywhere else. Thank you all Nalley Lexus.

I have been waiting for a dashboard part for 9 months. Nalley doesn’t return calls for updates.

Don’t really have much to compare this to in terms of car dealership service, since my previous cars were duds I patched together to last till completing college…
Lexus dealerships are always a great experience. It’s the same across the board.
— complimentary snacks and coffee while you wait
— a loaner car whenever they’re working on your car
— a car wash after every service
— a nice showroom to look at and a ton of shiny cars
Overall the experience is great. Happy they don’t aim to sell you things when coming in for a re call service

Be careful or buy from Hennessey locally or Lexus Palm beach if you’re willing to travel. I’m not sure if this location is indicative of the entire Nalley organization, or a single finance manager as an employee of the company. Either way watch yourself and your money at this location. They’ve proven they’ll take advantage anything moving.

Brian Yu & the whole team at Nalley Lexus have mastered customer service. Very satisfied with my experience! :)

After a month of problems with the terrible navigation system and braking system that would slam on the brakes, I wanted to get rid of the car. Nalley didn’t want to take any responsibility for the problems and offered to hose me on a trade in to upgrade to the RX. I traded in the disappointing NX to Pugmire Lincoln up the street and got a Lincoln MKX that is amazing! I highly recommend Lincoln for anyone lookng for a car!!! (Ask for Nick)

No one really looks forward to buying a car. The hassle, the haggling, and did I say the hassle? I worked with Pedro and Raul and all I can say is that they have exceeded my expectations in every way. I was looking for a new car for my wife and found the perfect one. I submitted my credit app online and had everything lined-​up and ready to go in less than a day. We drove off the lot with an amazing car. They stayed open beyond their 8PM closing time to make sure we were taken of. I look forward to doing business with them again!
Raul also spent the time to make sure my wife was able to pair her phone and that we knew how to use all of the basic features. The service was memorable and matches the premium Lexus brand. All of the things you hear about the Lexus experience are true!
Thanks for helping us!

The best place for service. Although I got a part replaced this morning due to a recall malfunction I’m a left to believe when I bring the automobile back they will see that it gets corrected. I have faith in Lexus dealerships. They with the exception of a few offer their best foot forward and they deliver on there promises. We have owned Lexus since 1999– there is not a better car on the Earth for the average consumer who looks for quality and price all wrapped up into one vehicle!

Let me start by saying I have purchased 3 cars from Nalley Lexus Smyrna because they normally do the best at meeting my car needs within my budget. Anytime I have had a problem with anything (i.e. service, purchasing process ect) the GM Bill Waibel has personally stepped in and rectified the issue. I just picked up my car from service yesterday having done a 30K service, purchasing 4 tires, an alignment and an in cabin air filter. Of course the bill for these services was hefty but was overall the best deal in town. Plus my services took 2 days to complete so Jennifer, my service advisor, quickly put me in a loaner. She emailed, called and texted me throughout my service process, which helped me feel connected the entire time. There is no perfect car dealership but Nalley Lexus Smyrna does a pretty good job of providing good customer service.

This is why I choose to stick with Lexus although at times it can be pricey. The customer service here is just amazing. Bryan and Tim are not only hilarious but make you feel as though you are family. Lexus called me at least four times to get my recall done. Most places would’ve called once and been done with it. I was given a loaner. I wasn’t hassled about a specific time I had to have it back. When I got my car it was cleaned and filled with a full tank of gas. Well done Lexus. Well done

While there’s an assumption that you pay more for service from a dealer, Nalley Lexus has «mastered» Customer Service and value. There has never been a time where I felt exploited — unlike at another brand that I won’t mention.
They are worth checking out (ask for Shelia). Great value for the money!

Bought a RX350 6years ago and experience was great. Come for mainly maintenance since it is convenient to home. Most car buying experience would be Hennessey Lexus Atlanta. Waiting area is not as abundant of refreshments like Hennessey Lexus Atlanta. It’s very limited on snacks and drinks. Recently I had serviced here couple times and customer service from the reps was a good experience. They are knowledgeable about their products and friendly. Approximately 90 mins for oil change and wash. What lacks in customer service is the people who cleans and vacuum your car afterwards! It’s like they do half azz job! Detailing really sucks every time I bring my cars for service here. I never made a bad review until now. Kind of fed up with the rushing. Check your car before driving out. Other than that no other complaints.

I’ve had two great car buying experiences and Nalley Lexus was one of them. No games, no tricks, no back and forth, just straight up conversation and great customer service. Randy Autrey is the guy you want to talk to and his sales manager Joel, they will make sure you get what you came in looking for and they will meet or exceed your expectations.

I’m considering purchasing a new car and Lexus is one of the top brands I’m considering. I’ve always liked the Lexus and Toyota brands — Lexus in terms of luxury and Toyota in terms of reliability. I stopped by Nalley Lexus Galleria on a Saturday afternoon without an appointment. I chose this dealership because it is the closest Lexus dealer to where I work.
I am impressed with how big, spacious, and nice this dealership is. It’s evident the luxury associated with the Lexus brand not only applies to the vehicles, but to the dealership as well. I told someone at the front desk I was interested in purchasing a new car and they sent Sales and Leasing Consultant Demond M to help me. Demond was energetic, enthusiastic, and most of all, funny. He made the car shopping experience (which I am not crazy about) more fun, which I appreciated.
I’d done a little research and narrowed my selection to the 2015 Lexus ES 350. I had a lot of questions and Demond was able to answer most of them. They included the differences between the IS, ES, and GS models and the different packages available. After getting a preliminary feel for these cars inside the showroom, I signed up to test drive an ES.
When we arrived to the vehicle outside, Demond first showed me the trunk. Then we hopped inside and he showed me all of the interior features, mainly electronic features. He showed me how the ES can sync up with a phone and read texts on-​the-​fly. He showed me the Lexus mobile app which allows an ES owner to remote turn on/​off the car and control certain driving features. For example, if you are lending the car to someone, you can put limits on the car’s speed and travel radius — pretty cool. He also showed me the feature where you can call Lexus’ ²⁴⁄₇ concierge service for assistance with, for example, where a good place to eat is. (I have Unilocal for that. :P) The latter features are part of the Lexus Enform service.
We took the car on a spin around the Cumberland/​Galleria area. As we got close to returning to the dealership, I realized we had not driven on the highway, so I asked Demond if we could. We took the car on I-​285. In metro Atlanta, you have to drive on the interstates a lot, so I wanted to see how the ES drove on the highway. I like the car.
When we returned to the dealer, Demond gave me a tour of what a service appointment is like if I were to own a Lexus. Again, I was impressed with the size of the service center from the covered drop-​off tunnel to the waiting lounge to the mechanics’ work area. It’s huge. Snacks and beverages are complimentary from the lounge café. There are multiple seating areas to wait in including a theater-​like space with a projected TV display plus a business room if you need quiet time. I estimate the mechanics have over 40 bays/​lifts to work with, which seems like a lot.
Finally, we went inside Demond’s office to talk numbers. I am interested in trading in my current car, so I gave Demond the key and he had the dealer’s used car manager check out my car, run a Carfax, and produce an estimate. That process took only about 15 minutes. I was surprised they did not need to look under my hood or test drive my car. I take pride in having taken immaculate care of it. Thus, I was disappointed, but not surprised based upon what I’ve heard about dealerships and trade-​ins, at Nalley Lexus Galleria’s trade-​in value estimate for my car. It was well below what I think my car is worth given its excellent condition.
As for the ES models, Demond broke down the numbers with me. He did not go over every line item, but the major ones to give me an idea of what I was looking at. I was honest with Demond and told him I was just getting started on my car shopping and would visit other dealerships (e.g. Acura) to see what else is out there to compete with the ES 350. I never felt any real pressure to buy from Demond and I appreciate the upwards of two hours he spent working with me. It’s a big decision.
The following Monday, I received an email from Demond with an electronic brochure of the ES 350 as well as a follow-​up email from Ross S, the New Car Sales Manager.
At the time of writing this review, I’m currently still undecided about my new car, but thought I would share what was a positive car shopping experience at Nalley Lexus Galleria thanks to Demond.

I ended up purchasing a car from Ollin yesterday and couldn’t have been happier with him as a salesman. It was the most relaxing and friendly car buying experience I’ve had in a long time.
I initially test drove a few cars over the past week at various dealerships. I liked a couple of the Lexus models, but decided on an Audi model as I had previously owned an Audi that I had enjoyed a lot. On a visit to the Audi dealership further up Cobb Parkway to make a deal, they proceeded to lowball me on my trade-​in value by $ 7k under my asking price. I walked out on the spot as they didn’t seem interested in selling me a car during the entire process, and the insultingly low offer on the trade in was the last straw at that point. I had even previously purchased an Audi from the same dealership a couple years ago, so it was a shock that a repeat customer was treated so poorly.
In the meantime, Ollin had called me to let me know that Nalley Lexus would do everything they could to get in me in a car. I went back and test drove the Lexus again and had them appraise my trade in. The trade-​in offer was exactly my asking price, and they ended up offering me a new car well under MSRP and did everything they could to make the deal and make sure I was happy with the price. It was a world of difference from the nearby Audi dealership. I ended up getting a deal for much less than the CPO Audi model I was looking at would have been.
I couldn’t be happier with Ollin. He was friendly and fun and made the entire experience relaxed and relatively pressure-​free. Even though I had originally settled on the Audi, Ollin’s customer service and friendliness made me happy to give him my business and I’m ecstatic about the new car.
Thanks again to Ollin, and I hope that I have a similarly positive experience with Nalley Lexus’ service department for maintenance purposes.

Bought two new cars from Nalley Lexus. Very good at negotiating price and service has been a pleasure.

We Should have read the reviews! My wife and i drove to Atlanta to buy an Audi but ended up on this lot. Looked, found and picked a new RX 350 to purchase. As the price negotiation begins in walks Brandon Murrey with the paperwork. We review the trim packages etc. and are close to a deal. As my wife reviews paper work she discovers they had changed the vin # of the car we wanted with out our consent. We questioned why he had done this and his response was they could not find the paperwork. She then demanded to see the car that they picked for us to buy. The car presented to us was dirty wet and had scratches on it. We walked out!!!
In forty years of buying cars first time i have been bait and switched.