Nalley Collision Center Marietta

My Lexus RX330 was recently involved in a collision. It was side swiped on the passenger side. Nalley Lexus and USAA both recommended this location for repairs. Initially the process was smooth. The repairs were completed 2 days ahead of schedule.

On the night we got the car back (Friday), we noticed the driver side headlamp was fogged, the Xenon light was not turning on, the AFS was not moving, and the car smelled like a paint can exploded inside it. We left our Nalley rep a message Saturday to let her know. We tried airing the car out over the weekend by leaving the windows down when it was parked at home.

I brought it in Monday. They initially had my rep and the tech that worked on the car come out. They both explained that the headlamp Was not on the side of the collision and it was not taken off. The tech then pointed out that a certain tamper bolt had never been removed and he could tell because if it had been, it would be obviously marked to prove so. I explained that I understood that and that is why the problem did not make sense. All I knew is that I have owned the car nearly 5 years without issue and once I got it back from them, this happened. She offered for me to speak with the manager.

Manager comes out and once again assured me that the headlamp did not come out. I explained again that I understood that but the issue wasn't there before I dropped it off with them. He suggested that the seal may have gone out. I told him that while that is completely possible, it is unusually ironic that it happened the day that I got it back from their body shop and the Xenon light would go out too. He gave me a rental for the day and said they would look into it. Fair enough.

Later the same tech comes out with the headlamp in his hands. Shows me that two plastic water caps were missing off the back of the headlamp and moisture had to have gotten in and allowed the module or bulb to go bad. He also mentioned that someone had "clearly had that thing apart before and messed with it" because the bumper was missing a few bolts.

So wait. 2 things: 1. I thought the "tamper" bolt already proved that the headlight had never been moved but now your story is that the front end has been taken apart? Are you incompetent or a liar? 2. If these two water plugs weren't on there and I have never had any major work done to this thing requiring the removal of headlamps in the last 5 years, why would the condensation randomly appear now? Don't use the excuse of weather because it should have happened sooner. This is Georgia. Our humidity/temp fluctuates through 4 seasons per day.

Moving on. Tech says luckily they have an extra used module or ballast or whatever he wanted to replace in the shop. The manager said it could last 5 years or 5 months but they would put it in and see what happened. Guess that's a good step forward from my perspective.

I leave in a complimentary rental and they call me after 2 hours to let me know it is ready. I get back. They ran the ozone machine to get rid of the paint smell. It's mostly gone now. Manager and I inspect the headlamp. It turns on but still has fog in it. Valiant effort to please the customer, I suppose. He said the heat of the lamp should help work out the condensation. I explained most of the above story to him as he just didn't seem to happy to have to deal with me. He sternly reminded me that the headlamp never came off. Your stories don't line up, bud, and my car is messed up after leaving your shop. It doesn't matter if it came off or not. It's still your responsibility.

Now I have brought it home. Didn't get 5 months or even 5 hours out of it. I understand that cars have problems but I know that these things don't happen overnight. They should have just replaced it. Now that I have almost paid this thing off, I get to buy a new $700 lamp. Yay. This isn't the first time Nalley let me down but I'll be sure to drive across town for better service next time.

My Lexus RX330 was recently involved in a collision. It was side swiped on the passenger side. Nalley Lexus and USAA both recommended this location for repairs. Initially the process was smooth. The repairs were completed 2 days ahead of schedule.

On the night we got the car back (Friday), we noticed the driver side headlamp was fogged, the Xenon light was not turning on, the AFS was not moving, and the car smelled like a paint can exploded inside it. We left our Nalley rep a message Saturday to let her know. We tried airing the car out over the weekend by leaving the windows down when it was parked at home.

I brought it in Monday. They initially had my rep and the tech that worked on the car come out. They both explained that the headlamp Was not on the side of the collision and it was not taken off. The tech then pointed out that a certain tamper bolt had never been removed and he could tell because if it had been, it would be obviously marked to prove so. I explained that I understood that and that is why the problem did not make sense. All I knew is that I have owned the car nearly 5 years without issue and once I got it back from them, this happened. She offered for me to speak with the manager.

Manager comes out and once again assured me that the headlamp did not come out. I explained again that I understood that but the issue wasn't there before I dropped it off with them. He suggested that the seal may have gone out. I told him that while that is completely possible, it is unusually ironic that it happened the day that I got it back from their body shop and the Xenon light would go out too. He gave me a rental for the day and said they would look into it. Fair enough.

Later the same tech comes out with the headlamp in his hands. Shows me that two plastic water caps were missing off the back of the headlamp and moisture had to have gotten in and allowed the module or bulb to go bad. He also mentioned that someone had "clearly had that thing apart before and messed with it" because the bumper was missing a few bolts.

So wait. 2 things: 1. I thought the "tamper" bolt already proved that the headlight had never been moved but now your story is that the front end has been taken apart? Are you incompetent or a liar? 2. If these two water plugs weren't on there and I have never had any major work done to this thing requiring the removal of headlamps in the last 5 years, why would the condensation randomly appear now? Don't use the excuse of weather because it should have happened sooner. This is Georgia. Our humidity/temp fluctuates through 4 seasons per day.

Moving on. Tech says luckily they have an extra used module or ballast or whatever he wanted to replace in the shop. The manager said it could last 5 years or 5 months but they would put it in and see what happened. Guess that's a good step forward from my perspective.

I leave in a complimentary rental and they call me after 2 hours to let me know it is ready. I get back. They ran the ozone machine to get rid of the paint smell. It's mostly gone now. Manager and I inspect the headlamp. It turns on but still has fog in it. Valiant effort to please the customer, I suppose. He said the heat of the lamp should help work out the condensation. I explained most of the above story to him as he just didn't seem to happy to have to deal with me. He sternly reminded me that the headlamp never came off. Your stories don't line up, bud, and my car is messed up after leaving your shop. It doesn't matter if it came off or not. It's still your responsibility.

Now I have brought it home. Didn't get 5 months or even 5 hours out of it. I understand that cars have problems but I know that these things don't happen overnight. They should have just replaced it. Now that I have almost paid this thing off, I get to buy a new $700 lamp. Yay. This isn't the first time Nalley let me down but I'll be sure to drive across town for better service next time.

My Lexus RX330 was recently involved in a collision. It was side swiped on the passenger side. Nalley Lexus and USAA both recommended this location for repairs. Initially the process was smooth. The repairs were completed 2 days ahead of schedule.

On the night we got the car back (Friday), we noticed the driver side headlamp was fogged, the Xenon light was not turning on, the AFS was not moving, and the car smelled like a paint can exploded inside it. We left our Nalley rep a message Saturday to let her know. We tried airing the car out over the weekend by leaving the windows down when it was parked at home.

I brought it in Monday. They initially had my rep and the tech that worked on the car come out. They both explained that the headlamp Was not on the side of the collision and it was not taken off. The tech then pointed out that a certain tamper bolt had never been removed and he could tell because if it had been, it would be obviously marked to prove so. I explained that I understood that and that is why the problem did not make sense. All I knew is that I have owned the car nearly 5 years without issue and once I got it back from them, this happened. She offered for me to speak with the manager.

Manager comes out and once again assured me that the headlamp did not come out. I explained again that I understood that but the issue wasn't there before I dropped it off with them. He suggested that the seal may have gone out. I told him that while that is completely possible, it is unusually ironic that it happened the day that I got it back from their body shop and the Xenon light would go out too. He gave me a rental for the day and said they would look into it. Fair enough.

Later the same tech comes out with the headlamp in his hands. Shows me that two plastic water caps were missing off the back of the headlamp and moisture had to have gotten in and allowed the module or bulb to go bad. He also mentioned that someone had "clearly had that thing apart before and messed with it" because the bumper was missing a few bolts.

So wait. 2 things: 1. I thought the "tamper" bolt already proved that the headlight had never been moved but now your story is that the front end has been taken apart? Are you incompetent or a liar? 2. If these two water plugs weren't on there and I have never had any major work done to this thing requiring the removal of headlamps in the last 5 years, why would the condensation randomly appear now? Don't use the excuse of weather because it should have happened sooner. This is Georgia. Our humidity/temp fluctuates through 4 seasons per day.

Moving on. Tech says luckily they have an extra used module or ballast or whatever he wanted to replace in the shop. The manager said it could last 5 years or 5 months but they would put it in and see what happened. Guess that's a good step forward from my perspective.

I leave in a complimentary rental and they call me after 2 hours to let me know it is ready. I get back. They ran the ozone machine to get rid of the paint smell. It's mostly gone now. Manager and I inspect the headlamp. It turns on but still has fog in it. Valiant effort to please the customer, I suppose. He said the heat of the lamp should help work out the condensation. I explained most of the above story to him as he just didn't seem to happy to have to deal with me. He sternly reminded me that the headlamp never came off. Your stories don't line up, bud, and my car is messed up after leaving your shop. It doesn't matter if it came off or not. It's still your responsibility.

Now I have brought it home. Didn't get 5 months or even 5 hours out of it. I understand that cars have problems but I know that these things don't happen overnight. They should have just replaced it. Now that I have almost paid this thing off, I get to buy a new $700 lamp. Yay. This isn't the first time Nalley let me down but I'll be sure to drive across town for better service next time.

My Lexus RX330 was recently involved in a collision. It was side swiped on the passenger side. Nalley Lexus and USAA both recommended this location for repairs. Initially the process was smooth. The repairs were completed 2 days ahead of schedule.

On the night we got the car back (Friday), we noticed the driver side headlamp was fogged, the Xenon light was not turning on, the AFS was not moving, and the car smelled like a paint can exploded inside it. We left our Nalley rep a message Saturday to let her know. We tried airing the car out over the weekend by leaving the windows down when it was parked at home.

I brought it in Monday. They initially had my rep and the tech that worked on the car come out. They both explained that the headlamp Was not on the side of the collision and it was not taken off. The tech then pointed out that a certain tamper bolt had never been removed and he could tell because if it had been, it would be obviously marked to prove so. I explained that I understood that and that is why the problem did not make sense. All I knew is that I have owned the car nearly 5 years without issue and once I got it back from them, this happened. She offered for me to speak with the manager.

Manager comes out and once again assured me that the headlamp did not come out. I explained again that I understood that but the issue wasn't there before I dropped it off with them. He suggested that the seal may have gone out. I told him that while that is completely possible, it is unusually ironic that it happened the day that I got it back from their body shop and the Xenon light would go out too. He gave me a rental for the day and said they would look into it. Fair enough.

Later the same tech comes out with the headlamp in his hands. Shows me that two plastic water caps were missing off the back of the headlamp and moisture had to have gotten in and allowed the module or bulb to go bad. He also mentioned that someone had "clearly had that thing apart before and messed with it" because the bumper was missing a few bolts.

So wait. 2 things: 1. I thought the "tamper" bolt already proved that the headlight had never been moved but now your story is that the front end has been taken apart? Are you incompetent or a liar? 2. If these two water plugs weren't on there and I have never had any major work done to this thing requiring the removal of headlamps in the last 5 years, why would the condensation randomly appear now? Don't use the excuse of weather because it should have happened sooner. This is Georgia. Our humidity/temp fluctuates through 4 seasons per day.

Moving on. Tech says luckily they have an extra used module or ballast or whatever he wanted to replace in the shop. The manager said it could last 5 years or 5 months but they would put it in and see what happened. Guess that's a good step forward from my perspective.

I leave in a complimentary rental and they call me after 2 hours to let me know it is ready. I get back. They ran the ozone machine to get rid of the paint smell. It's mostly gone now. Manager and I inspect the headlamp. It turns on but still has fog in it. Valiant effort to please the customer, I suppose. He said the heat of the lamp should help work out the condensation. I explained most of the above story to him as he just didn't seem to happy to have to deal with me. He sternly reminded me that the headlamp never came off. Your stories don't line up, bud, and my car is messed up after leaving your shop. It doesn't matter if it came off or not. It's still your responsibility.

Now I have brought it home. Didn't get 5 months or even 5 hours out of it. I understand that cars have problems but I know that these things don't happen overnight. They should have just replaced it. Now that I have almost paid this thing off, I get to buy a new $700 lamp. Yay. This isn't the first time Nalley let me down but I'll be sure to drive across town for better service next time.