I have purchased a Certified Pre-Owned 2006 Lexus GS300 with 59k back in October of 2012 in Carlsbad, CA. When purchasing the vehicle, I was notified that I would have a 3 year / 100,000 mile warranty for the vehicle. As of today, 6/23/2015, my vehicle has around 96k miles. I was in Las Vegas the past weekend to visit family, as I woke up Saturday morning, to find my vehicle's Rear view mirror has fell off. This is a safety hazard, making this vehicle un-driveable. I immediately called Keyes Lexus to schedule an appointment. The following Monday around 3:30pm, I met with the service rep Steve McAloon. He stated he will start to investigate the issue, and have answer in about an hour. After waiting in the lobby, I was suggested to contact a "FOR A WINDSHIELD COMPANY (SAFELITE) TO COME AND INSTALL IT PROPERLY TO ENSURE THAT IT DOES NOT COME OFF AGAIN IN THE FUTURE." Here is a screenshot of the absurd suggestion: http://gyazo.com/337b93c125ea0d0bad1fa02144230f9d Which I found completely outrageous that they would even suggest for me to submit a claim with my insurance to have me pay to have a windshield replaced, as opposed to repairing the issue which is obvious that the glue came undone/defective. When I voiced my issue with submitting a claim with my insurance, what the service rep "Steve McAloon" stated was that he is going out of town, and will have me in a loaner , and the service manager "Allen Pliss" will contact corporate and take care of me.I took the loaner, thinking I was in good hands. Little to my amusement, I called on Tuesday and the service manager Allen was helpful, and stated it takes Lexus corp 24 hours to respond, and that he would directly contact me to update me of the status of my vehicle.I did not receive a call on Wednesday, I called Allen on Thursday, and was told since I am a "loyal" customer, they will cover 50% the cost of replacing the windshield, and I would pay the rest, plus labor.I stated my issue with this offer, since this requires me to pay out of pocket for a defective rear view mirror. I found that unacceptable, which Allen somewhat agreed, and tried to work with me. He stated he will contact corporate again, and suggested that I should also. After contact Lexus corporate in Torrance, the very nice rep in the Customer Service Satisfaction department named Cassidy, who documented my issue. She stated that she has never heard of such an issue and also assumed that this would be covered in my warranty. She then notified me that it is standard for Complaints to reach a Case manager within 48 hours.This being a Thursday around 2PM, she stated most likely I would have to wait till Monday to even speak with a case manager.Now, my car has been at the dealership since Monday the 22nd, and since Allen stated that the answer from Corporate has been determined that is the best they can do, and my car does not fall under warranty, and only the first 4 years or 50k miles are covered. Funny thing is, as stated above, I purchased this car as a CPO with 59k miles. Which is funny since the Lexus Corp website states: "Warranty covers repairs and adjustments needed to correct defects or workmanship, with exceptions. Comprehensive. 3 years from date of pre-owned sale or 100,000 total vehicle miles, whichever comes first" Screenshot of excerpt :http://gyazo.com/00163714304fcb39fa45f7ea5ad309e8 So now that I have a vehicle that is "out of warranty", I am forced to either have a vehicle that is a safety hazard that I drive with, or I pay the 1k out of pocket. I called back Allen, but he was busy, so I left a message. 2 Hours later no call back, so I decided to call Steve McAloon back directly to discuss this issue, attempt to provide an reasonable resolution. When I spoke with Steve, he was immediately defensive, when i stated my current dilemma of having a unsafe vehicle / paying 1k out of pocket/ paying rental fees, and stated that is all that he can do for me. This caused extreme frustration, and was told that since I am unsatisfied, for me to work with his Supervisor instead, which I was completely happy with. I requested that he would confirm that he is available right now, which he replied he will and hung up the phone up on me, while I was prepared to hold for Allen. After calling back and attempting to get to the top with this issue, I spoke with "Martha" who is also a service supervisor, and notified her my issue. She stated that since Allen is more up to speed, she would have him call me back in 15 mins. I accepted, and waited for the call.Once Allen called me back, I asked, since Lexus was somewhat kind enough to provide a loaner vehicle, I ask if they could at least cover the cost of the loaner till I speak with the case manager on Monday and get a definitive answer. I was told again, I do not have "warranty" and that this is all they can do for me. Enterprise owns the vehicles and will charge me if i do decide to keep this loaner till Monday. I am now stuck with a defective car. read more

I am a Keyes Lexus customer who has bought two $70k SUVs in years past from this dealer who had a recent very bad experience with them. I called in advance of going in person to ask questions about a used car (over $30k) before coming in. The salesperson with whom I spoke lied to me - to the extent I actually got my brother on the phone to help get a correct answer. According to an online source the newer car had 2 previous owners (both of who took out a loan to purchase). The salesperson said Keyes Lexus was the second of the two owners - even though the facts online contradicted what he was saying. He did not back down and insisted this was fact not theory. I called back, spoke to a manager and got the truth - 2 owners (one of which was not Keyes Lexus). I decided to go look at the car. When I got to the dealership I stated that I was interested in the car but that I did not want to work - at all - with the person who lied to me on the phone. No one batted an eyelash except one man, whom I later found out was a manager, who glared at me. I got assigned a different salesperson who was mostly nice but didn't seem to want to make much effort. However - he did tell me that I shouldn't worry about the fact that one of their salespeople lied to me - it didn't matter. I looked at the car, then asked to see another car they had. I had to ask to drive that one - they blocked it with the other car when taking me to see it. Seemingly, test driving two different cars is a surprise experience at this dealership. I brought in my older Lexus to trade in - and was told it was barely a car and ready for the junk heap (which actually might be true but it is also the car I raised my kids in, which I pointed out - I mean, seriously, how rude. Some opinions are best not shared with customers -and, yes, they did use this excuse to offer me very little for the trade in). Then we got to negotiating. I came ready to buy, with checkbook, proof of insurance, pink slip, etc. But, I was still uncomfortable that no one had yet acknowledged that it is not okay to lie to customers. And, I was fed lines - we can't discount more because we paid too much (why is that my problem?) - the history of the car doesn't matter. Well - don't tell me what matters to me. If it matters to me - it matters to me. I left. The next day I was removing the pricing document they had given me - which by the way added almost $2,000 in "features" not included in the online price, and it said that the salesperson who lied was listed as salesperson (after i said I wanted nothing to do with him). I called and spoke with the same manager with whom I had spoken the day before. He told me that the didn't know why this was the case, if didn't matter (see above) and that that salesperson had likely logged me in the system and they never changed it. No apology - no "gosh, we are sorry you are upset that one of our salespeople lied to you." Instead, I got the same treatment I had gotten the day before - dismissive, inconvenienced and rude. My issue is that I do not want that person getting any credit for any sale to me - period. And, I will tell you further, Keyes Lexus, why the idea that a salesperson lies and the dealership feels that the customer who questions it is the problem - not the salesperson. Because if your salespeople and your dealership think that lying is fine - I can't trust anything you say and don't feel comfortable buying from you. When you tell me that things which matter to me don''t matter - you lose a customer because I will buy from the dealership that addresses my priorities and doesn't dismiss them. When I am upset, being rude doesn't help. Think I'm crazy all you like - but that just means I'm taking my checkbook and business elsewhere. The interesting thing is that I had a problem with two of the lights in the car I was trading in - from when I first bought it from Keyes Lexus years ago. They never fixed them correctly, even though they were under warranty and I brought my car in multiple times to get fixed. Then they started telling me the warranty was expired. I let it go and paid out of pocket to fix one of the lights (the other - the flat tire light - still won't go off). They just yesterday noted that as one of the problems with my car. The irony. After that, I gave them one more chance and bought a pricey car about 2.5 years ago from them. And, I was willing to try again. Now, I have decided to find a dealer who at least pretends that lying to customers is not the right thing to do. Hopefully, I will find one who doesn't lie. The point of this review is to call attention to the company business practices and rude treatment. Los Angeles is full of car dealers. Postscript- I bought a $40k BMW.; 2nd car Treated so well. Keyes never responded. Back to BMW - no more Lexus. Ever. read more

Somewhere, I got the impression that when you are having your car serviced, closing time is 7 pm. I don't know where I got this idea but I did, and with the long summer evenings, it was still very bright when I arrived at the Van Nuys dealership in a dither. Not only was closing time not at 7, but in my rush to get through the horrendous evening traffic, I got off of the 405 Freeway North and continued down Sepulveda -- but not Beverly Glen, as I had intended. That then put me on Sepulveda instead of Van Nuys, a mistake many of us make; but in my case I have been making this mistake for over 40 years of living in the San Fernando Valley. Only when I arrived in Panorama City did I realize that I had not really 'passed' the Lexus dealer, which I thought was just closing at 7 pm,, I was actually on the wrong street. The dealership is on Van Nuys, the street which empties off of Beverly Glen. Do I sound confused? Oh, would someone please tell me that they understand and that they too have confused Sepulveda Blvd with Van Nuys Blvd. I also had my GPS navigation map on the whole time, but I was really listening to the "Children's Corner Suite" by Claude Debussy. So at exactly 7 pm, I realized that it was going to take me another 15 minutes to go east from Sepulveda to Van Nuys and then south to the dealership, if they were still waiting for me -- a bit absurd I know, but the music was so soothing that I didn't seem to mind and was really doing the best I could to get there by 7. When I finally arrived at the dealership to return my rental car, all the offices were open, with all their lights on -- but there was not a soul in sight. How much stranger could this get? I wondered. The Debussy had ended and I noticed someone in the dealership area. So I parked right at the curb and went in, not wasting a moment because it was now 7:20 pm! At the desk I ran into Melissa; dear, dear Melissa. I told her that I was trying to return my rental and retrieve my own Lexus, but there was no one in the Service offices. "Oh," Melissa said, "Everyone has gone home. we close at 6 pm. But let me try to call someone to help you." What a pleasant and naïve idea, that she was going to try to find someone to help me. Stupid me! The Debussy nitwit! I even heard a voice in my head say, "Why on Earth would she even do that?" But she made me feel that she had nothing better to do than to actually help this simpleton get his own car back at this hour. "Let me try to get someone to cover this reception desk for me so that I can try to help you." "Thanks very much. I really appreciate your help. Is there a Men's Room nearby? I have been driving for over an hour in traffic trying to get here before you closed. So I am very happy that there is anyone here at all to help me." When I returned to the desk, I was just starting to think coherently again. "Let's go to Mike's desk," she said, "to see if perhaps he has left the keys to your car on his desk." My next thoughts were : "I wish I had Melissa working for me." She certainly is clear thinking." No luck finding the keys at his desk. "Let's try the billing office to look in the basket for any remaining serviced vehicles," she volunteered. Bingo. There they were. "If you could give me your credit card, I can check you out. Meanwhile, I'll call the garage downstairs to ask if someone is still there to bring your car up. And I can take the keys for your rental car." Bing, bang, boom. I was so impressed, and managed to recover my composure. I thanked Melissa profusely. And she said, "You are very welcome and don't forget to take a chocolate chip cookie with you if there is still one left." I was speechless - and very grateful. I even forgot to tell Melissa that my 2016 300H was the fourth Lexus I have owned, having driven only Lexus's for the past 20 years. I bought my first one from my friend Aly, who was having trouble ending a leasing deal for his new Lexus prematurely because his daughter had just been accepted to UCLA Law School and he couldn't afford both.. She is now a successful lawyer. And I am still a devoted Lexus fan.(notwithstanding the GPS system and the woman that only says "Pardon" "Pardon" "Pardon") Thank you. read more

I took my lexus in for service and was treated very poorly by the service department, especially Service Advisor Ali Alrubaie. I had taken my car in for service for similar problems previously and the car was returned to me without much effort in trying to figure out the source of the problems I was complaining about, stating " we didn't find anything". I went back in yesterday for same issues, particularly the shaking of the steering wheel at higher speeds (freeway) sporadically, as well as issues with gas bucket and bluetooth. The shaking of the steering wheel particularly worries me as I am concerned about my safety, especially at nights. I had an interaction with the Service Manager who appeared rather cold and stoic. I explained my problems to him and he asked me to go into the Service Advisor's office, Ali. Ali did not greet me and had an irritated, short, unprofessional and confrontational demeanor with me as I explained my problems to him; he maintained very little eye contact during the interaction. He stated that I would have to drive on the freeway and show the technician that the steering wheel shakes otherwise if the technician doesn't see the wheel shaking (for the 5 minutes he drives it), then according to Lexus, "there is no problem". I explained to him that the shaking and bluetooth issues are "sporadic" and not all the time. He said that if it didn't happen in the 5-10 minutes the technician drove it then there is no problem. At this point I felt irritated stating that I am worried about my safety and needed them to thoroughly check it especially being that I am back for the same issues again and obviously like everyone else my time is important to me. He stated that the system shows that I had been in for these problems before and I am wasting my time because if they don't find anything they will just call me to come pick the car up. I was outraged and told him that I have never been treated like this, especially by the service department of any other Keyes dealership, and as a family we have leased various vehicles through Keyes (Mercedes, Honda, etc). He said, "well this is the way Lexus works. It seems like you don't know.' He continued to cut me off in conversation and argue with me as I further explained that this interaction is unacceptable and demeaning. Ali later called me that day to state that they didn't find anything wrong and therefore there must be nothing wrong with the car. I explained my concerns again and this time he was even more rude, demeaning and confrontational. I told him he has no right to treat me like this and he said, "I don't know you. You came into my office!" I told him the Service Manager directed me into his office. I told him I would be speaking to the General Manger and corporate about his unacceptable behavior. He told me to do whatever I want. I was outraged and felt disrespected so I called back and spoke to the General Manager. He apologized and said he would go to service and see what happened as well as what is going on with my car. He got my number but never even called me back. Rather, the Service Manager called back to discuss my car and didn't even mention the rude and unacceptable behavior of Ali. I told the Service Manager at the end of the conversation about Ali's ill treatment and he apologized only after I told him. Honestly, I would not recommend leasing from this dealership and if you have problems and need to go to a Lexus service department, I strongly recommend you take your car to another service department at another dealership. As customers we lease/purchase vehicles and expect to have our needs met and in the least to be treated with respect and courtesy This is not the way the employees of a Keyes dealership should behave. Very disappointing. read more

A message to the general manager Ramin H. : I hope you know, your finance manager Jimmy is absolutely diabolical, so shady, insanely scammy, and is the most manipulative, pathological liar I have ever met at any car dealership in the state of California. I have yet to come across any manager as conniving and deceitful as Jimmy. Your finance rep Sarbeh is extremely incompetent at his job. He complained about wanting to go home multiple times throughout the interaction, as if he wasn't clocked in and getting paid to merely do his job. Not to mention, he pulled out other client's confidential financial contracts to try to prove his point, but sadly failed. I believe you should train your team to not have such inflated egos, and to learn a little something about basic human decency. There was not even an ounce of good customer service coming from these two lousy hooligans, as they lack any beneficial skills/etiquette or even simple 5th grade level intelligence. The only thing these two excel at are making condescending, racially motivated, snarky remarks towards paying customers, mansplaining, as well as failing to meet the expectations of their job descriptions. Please re-train these two smooth- brained degenerates who are both bottom of the barrel scumbags that somehow find joy in disrespecting a woman half their age. 10/10 worst experience ever. Jimmy and Sarbeh, keep rolling your eyes at clients, you might eventually find a brain up there- somewhere deep, deep, DEEP into the abyss. Do us all a favor and please never open your god awful mouths again. Please and thank you. You have some very sweet employees at your location, don't get me wrong. Sadly these two employees- as well as a couple others who shall not be named, created such a negative environment for us that it unfortunately outweighed the few good experiences I had at your dealership. I have no reason to lie about my outlandish experience here, and I hope you- as a general manager- decide to take this negative review very seriously. I spent a total of 10 insufferable hours at your dealership, and it seems as though multiple other clients have had similar experiences with your poorly hired staff members. Have a blessed day. read more

Buying a Lexus: We checked on 2 main dealers that are close to our locations. The dealers were Longo Lexus and Keyes Lexus. At first we went to Longo Lexus and we did came out with a price, rate, etc. However we decided why not search around more maybe we can find someone or a dealer that can help us beat the price of what we have on hand. We went to Keyes Lexus and there we met SAM. He not only helped us, let us test drive the car, and answered all our questions. The most important thing is he gave us a price for a car that we are interested in. We couldn't say no because we've checked other dealers and they couldn't go lower. Not just the price but their service, their not pushy salesman. Not only Sam, but everyone in the dealer are as friendly as you would expect. Practically my family got most of our Lexus there, it is a trust to a dealership that you can't find anywhere else. Remember everyone checks around for the best dealer with the best price and it is for sure that this dealer can be rated as one. Getting Service for a Lexus: I've recently got some services for my RX, they helped me right away even if it is just putting on a license plate. They always service me with a great smile on their face, I do recommend Jun. He is a great service advisor that I've worked with twice with minor things of my car that needs to be fixed. Also while waiting, there is coffee, latte, cuppuccino, hot chocolate, teas, ice coffee, ice latte, ice cuppuccino, sodas, waters, cookies, bread, and fruits. Their waiting room is not only packed with snacks and drinks to enjoy but they also have online access computers available and also television to full fill the boring wait time. Food, Drink, and Internet....what more can you ask for while fixing your car. read more

My experience with Lexus involved bringing in a client's Lexus NX for a warranty repair related to a trunk issue. I was honestly somewhat hesitant going into the process, as I have taken many client vehicles to various dealerships over the years and have often encountered situations where items that reasonably should have been covered under warranty were denied. Given Lexus' reputation as a luxury brand, I was concerned the process might be difficult or overly scrutinized. However, the experience turned out to be the complete opposite of what I expected. From start to finish, the team was exceptionally professional, friendly, and welcoming. The dealership handled the matter efficiently and honored the warranty coverage without unnecessary questioning or resistance. The process was smooth, transparent, and respectful of my time. One aspect that particularly stood out was the level of communication and care. I received video updates during the service process, which demonstrated both transparency and attention to detail. When the vehicle was returned, it was in immaculate condition, and the repair itself was completed flawlessly. I regret not recalling the name of the service advisor, as he was truly a class act -- professional, courteous, and genuinely committed to providing a high-quality customer experience. It is rare to encounter this level of service, and it reflects very positively on the dealership as a whole. I would absolutely recommend Keyes Lexus to any Lexus owner seeking reliable, professional service. Based on the strength of their support and service department alone, I would even consider Lexus for a future personal vehicle purchase. Excellent experience and a great dealership overall. read more

HONEST AND RESPECTFUL PEOPLE! After owning Mercedes Benz, Audi, BMW... I decided to try Lexus brand. We shopped around for the best deal and decided to come to Keyes in Van Nuys. Sam, the internet director gave us a straight forward answer. Even though they didn't have the color that we initially wanted, we took the available color they had because of their warm service. Iris (the Asian lady in Finance), is the most professional finance manager my husband and I have ever met. She went through our paper work in detail and disclosed all available options to us. She even went through the credit application with us to verify all information including our incomes which we truly appreciated because we've had unpleasant experience before in other dealers where finance people seemed so much in a hurry to just print documents to get us out of their office (we know that this is where dealerships make up for their loses). We felt that she respected us as individuals, most specially, not rushing the process made us feel like she respected our time that even though my husband and I promised to each other that we'd never get anything in finance, we took tire and wheel and excess wear and use by Lexus. Yes, we paid more than $80 or so just for the honesty and respect we experienced in finance. Unfortunately, our sales person or product demonstrator barely made an impression to us as the product - the car we bought wasn't explained to us as we expected it to be. He was too busy I guess to take the time to show us the features before and after sale which is not really a big deal for us since we are tech savvy. Something that can be improved? read more