Updating from 2 Stars to 1 Star for poor and borderline insulting customer service. After seeing his reply here, I called the manager, we spoke, he took down my number and said he will call me tomorrow once he goes over my service record, he never bothered calling back. Sadly enough the biggest part of complaint was a service rep taking down my number and never calling back, which Ramin said was "inexcusable and unacceptable", I guess its a joke to him. Thousand Oaks Lexus and Woodland Hills Lexus are both closer to me, I used to come here for the good service, not anymore. read more

If I could go less than 1 star, I would. This has been the worst experience in leasing cars for the last 15 years. 2 leased car with this dealer for the last 3 years, I was pretty happy about these until it was time to renew and then their games. I would have taken 2 new cars if it wasn't for the unnecessary games and more importantly the rudeness of the so called " VIP manager " Never again Lexus after this experience. read more

I had been a customer with this dealer for quiet a while. My family member who bought his Lexus car has been changing brakes on his vehicle almost everytime he went in for maintenance. I brought in my Lexus RC200t for maintenance Today, and I was informed that my front brake pads measure at 3mm and that "it is a danger to drive this car". According to my paperwork from last maintenance at 15k I had 6 mm of 10 mm on my brake pad which means I drove through 4 mm in 15k miles. Today's paperwork was for 20k miles with 3 mm left on brake pads which suggested I drove through 3 mm in 5k. To do the math 4 mm in 15k and 3 mm in 5k.. I got second opinion at a few shops and they measured brake pada at approximately 6.5 mm. Called William Horvat who was helping us to inform him of this service. The service technician Casillas Alfon was who did the measurement.. I was told manager will call me back, but I received no return call. Price for brake pad changes $348 at Lexus Keys Price outside $190 Stay warned my friends. read more

I spoke with a sales manager over the phone for a few days and we eventually agreed on a price and monthly payment. When I arrived to sign the paperwork, the sales manager showed me numbers that were not even close to the numbers we discussed over the phone. He then proceeded to tell me that I might as well buy the car at his price anyways since I was already here. I left immediately. Manipulative sales practice by the sales manager and this dealership. I know I am not first person they have tried this scam on. Never buy your car from Keyes Lexus. read more

These guys will do anything to make a sale!! And I like it ;) Masha you were incredible and thank you so much for my new baby :)) #RCF I would highly recommend you give them a try. read more

Keyes Lexus - #RCF - Car Dealers Near Me - Van Nuys, California

I was very pleased with the service and car I bought on January 1 2017. It was a beautiful way to welcome into the new year of 2017. I am thankful for the wonderful service I received from Timothy on this day. He was helpful and understanding. He also listened to what I wanted and helped me get the best deal I could get. On top of that he was patient even when I couldn't decide what I wanted. He made my visit at the Lexus dealership trouble free and the opposite of what I expected. I expected a day of hard decisions and head aches , but Timothy made my day a piece of cake and made me feel like I was making the right decision when purchasing my car. I'm very happy with the decision I made and gratified with Timothy's help and direction through acquiring my beautiful Lexus. Sincerely, Brandie Delagarza Owner of a beautiful 2017 Lexus read more

Keyes Lexus - Car Dealers Near Me - Van Nuys, California

Yelpers, I am updating my review to 1 star again because this dealership went down the drain after Chris Darby, General Sales Manager left. My previous 5-Star review was a reflection of Chris Darby and Michael P (internet sales) both who are no longer there. Based on my experience this past weekend with David (general manager) it is evident that this dealership is money hungry with little to no sense of customer service. There are plenty of other Lexus dealerships in Southern California that will treat you with respect, and truly value the importance of customer service and satisfaction. Not this one. read more

Salesperson Ferry and Manager/Dealmaker Matt Zamjani were awesome. Best customer Service I've seen in awhile. That same day (yesterday), went to: Jeep Acura Toyota Honda BMW But it was Ferry at Keyes Lexus that won us over, and Matt who sprinkled the finishing touches to make a deal happen. When you get outta your car, and you're approached by a sales person, id recommend asking for Ferry. She's a petit middle eastern woman, and she's great. Bought a Lexus 2015 RX 350. read more

Keyes Lexus - 2015 RX 350 : Sales Person "Ferry" is awesome, request her. - Car Dealers Near Me - Van Nuys, California

This our third vehicle from Keyes Lexus and we are very satisfied with the service and professionalism of people who work there. Sam Kalbassi was awesome and made sure we got exactly what we wanted. The process was very fast and enjoyable from the beginning to the end. He did not waste our time. He has some good jokes, too. Very nice and kind person! After the deal was closed and all the paperwork signed, he helped us to understand all the features in the vehicle. He really takes time with his customers and makes sure they are satisfied 100%. Thanks, Sam! read more

I first came to this dealership to buy a car last year with my husband and our experience was great. Everything went smooth and everyone was very nice, so of course when we wanted to trade our car in and get a new lease we already knew that we would be coming back here. We speak to Kobe on the phone and we were able to come in the same day. Kobe listened to what we wanted and was able to find us the prefect car. The process wasn't as smooth as the first time and I asked to speak to the general manager Ramin about getting the process finished and I have to say he was very understanding and very professional. He personally resolved the issue and made me feel confident in doing business here. We will be back read more

If you want to feel good about your purchase, and treated as a human being, ask for Timothy!! Best service I have in a long time!! And I'm a hard critic! Whoever hired this guy is a genius!! Thank you Timothy!! read more

I knew exactly what year and model of car I was shopping for, so emailed 5 local Lexus dealers and asked what they could do for me. By far the most civil and respectful response I got was from Gary Berndt, Internet Sales Manager at Keyes Lexus. Gary was helpful and patiently answered my questions when all others were either impolite or just rude, including another salesperson at Keyes that almost blew the deal for Gary! Within 24 hours Gary had explained everything to my satisfaction and he had me test driving the vehicle. I am now the proud owner of an ES 350, which is an even bigger deal when after a terrible experience several years ago with Keyes Mercedes, I had vowed never to do business with Keyes dealerships again. Thanks Gary! I really appreciate your help and professionalism. P.S. My wife loves the car so much she's already claiming it as hers! read more

Joseph from Midway car rental was amazing! He helped me a lot by renting a lexus IS 300 fsport 2022! While my car is being serviced almost a week. He was so kind and professional. I highly recommend people to talk to Joseph. Thank you so much!!!! I dropped off the rental today with Joseph. 2/2/23 read more

My man Joseph helped me out with a nice loaner while my car was getting fixed. Very personable and made me feel very welcome. Definitely recommend going to him read more

I just bought a car from here. Everything was so smooth. I first saw the car from internet and got response right away from Ider Gongor. He and his associates helped me all the way through from test drive, find the suitable payment and even after we close the deal, he still helped me with minor thing i need to get fixed from the car. I bought a used car, but every detail thing was good with the car. I recommend this place, everyone is so helpful and nice. read more

Bought a certified Pre owned Lexus ($50K price). with additional service warranty ($5K) etc. But realized next day that they sold me an unnecessary package, Called next day to cancel the warranty package. Have been calling the the A CLAIMED TO BE THE manager Mr. JOHN SAADO 10 time, never returned my calls, wrote 10 emails, never replied to the emails. Very unprofessional person and service. Beware of the fraud and deceit they practice while selling their cars. Will not recommend and never do business again. Kumar 310-387-6579 read more

I am a long time Lexus owner and have been to many car dealerships across the country. And when I say that these floor men are the rudest people I have ever met, I mean it. As soon as we entered, we had our first rude encounter. I had been talking to Gary about a car we saw online, and I expected to meet him when I came to the dealership. Gary was sick, however, and so we were met with Arman. We were trying to pull up the car online to show Arman which one and we were describing it to him because maybe he would know which car, and Arman decides it would be smart of him to say, "we have a lot of Lexus's so I don't know which one you're talking about." Obviously you have a lot of Lexus's Arman, you're a freaking Lexus dealership!! Arman, honey, please learn to talk properly to a customer. You just lost out on me buying a brand new shiny Lexus from you, and I'm sure that check that Jose is now getting is a lot of money. We then ask the receptionist if we can talk to Arman's supervisor. Instead, we were met with Arman's buddy George, and George was full of even more bull. Arman and George together are every customer's nightmare. Finally, we were met with Jose. THANK GOD! Jose was our saving grace. We ended up buying a car with Jose, and I am so happy we did. Thank you, Jose, for saving us (and your dealership) that day! If you are coming to this dealership, ONLY buy a car from Jose. read more

My dad had to turn in his lease. I had called 2 times poor to make appointment and let them know that he was high risk during this covid pandemic and he could not leave the car. I made an appointment at 4:30. We were on time and I checked in for him. The receptionist told me it was too late for a lease turn in ( I had a appointment). It already started bad. At this time I realized that they were not following state mask guidelines and employees were walking around with out a mask and eating pizza on the showroom floor. After waiting 30 min I went inside where the employees were just messing around and not working even through there were customers waiting to be helped and called them out. The GM got involved and told me to have my sick dad to wait on the street instead of their parking lot where they were telling all customers to wait since I was uncomfortable. There was NO SOCIAL DISTANCING. THEY DID NOT FOLLOW STATE-GUIDELINES ! Another 15 min passed I started to get angry. My dad was tired and I needed to get him home where he was safe. Finally after I had to raise my voice the GM got an employee to finally help with the whole 3 pages he needed to sign. At the end he asked for my name which is Alexis and laughed and me and said "that's not your name I need your real name" I have NEVER experienced such disregard for our seniors during this pandemic. They have no communication with in the dealership and treat the customers like crap. I will never go back to that dealership EVER! I have already spoken to costumer service who was very nice and understood all the issues and I am reporting them to the state! I also took video of it cause I was so appalled. Do not go here! read more

I've been with Lexus for 8 years and Danny V Sales Manager has always been so helpful and has always been ready to give me the best deal possible ! Thank you Danny for helping me get the car I've always wanted! Highly recommend looking for him! read more

Keyes Lexus - Car Dealers Near Me - Van Nuys, California

I purchased a 2022 Lexus RC 300 from Keyes Lexus in Van Nuys over the summer of 2022. By January 2023, all 4 of my tires were worn due to the car being out of alignment. When I came in for my first oil change in 2022, I told the service department that the car was out of alignment. I could tell. They said it was not. Well, they were wrong. I asked them to replace my tires. They argued that this is "normal wear and tear". Except it's not normal. It's wear and tear due to negligence on the part of their service team. Their service team members are condescending, unfriendly, and helpful. Go to JIM FALK Lexus in Bev Hills and avoid having to deal with these incompetent, amateurs. read more

This review is specifically for Chris Ward, who is one of the members of the internet sales team. Car buying/leasing can be a stressful experience and dealing with auto sales people can be less than pleasant depending on their sales tactics and how aggressive they are. Chris's customer service was excellent. He was thorough, direct, genuine and transparent. He also seemed honest (contrary to my experience with a couple dishonest sales people at Keyes Audi in Van Nuys) and won my trust, which is the most important thing a sales person can do. He was great with follow ups (but not in an aggressive way) when I was still deciding what to do. He maintained a great positive attitude throughout the whole process, which shaped my experience into a positive one as well. He is a valuable member of the sales team at Lexus and I enjoyed my experience. If you're looking for a Lexus, definitely recommend talking to this guy. His manager (Samtoso?) was also nice and seemed genuine. Enjoying my car so far! Thanks, Chris! read more

Worst customer service possible. Employees do not know how to speak to customers. As a manager he was cursing over the phone. Took my car in 2 times none of the times did they clean my car they send it back dirty. When I called them they kept hanging up the phone. Not a dealership. I sent it for oil change they told me they would call me as soon as it's ready. Nobody called or texted me until I called and texted multiple times. They call me 2pm say that if they don't have car in 1 hour they will charge me for giving me a rental. When I spoke to the manager he was just cursing and hung up on me. Such bad service. read more

This was the best car leasing experience I have ever had. My sales person, Shaw Namini, was amazing. He made the whole process smooth and fast. Also, the general manager Ramin Hakakian was amazing to work with and made every effort to make the best deal for me. I highly recommend Keyes Lexus if you are looking for a new car. read more

Keyes Lexus - Car Dealers Near Me - Van Nuys, California

One stars for many many many reasons! I'm so disappointed! I've received so many calls/texts from Keyes Lexus and it seems like i wasn't going anywhere but nowhere! Seriously! I don't understand their reps/managers here! first they call you and they go over some options on whether I would want to buyout my vehicle or return it and get a lease waiver and get another vehicle! After i mentioned the vehicle I'm currently leasing almost killed my family and I TWICE, it seemed like the rep didn't even care nor did she want to hear it. Even worse it felt like she wasn't even paying attention! " I'm said my name 3 times. " Honestly, Customer service here isn't that great, it feels like they're only after their sales/money/goals, Despite the issues their customers have. I Work for retail as a GM and I would never treat my customers like this. Remember customer services IS FAR MORE IMPORTANT THAN SALES! memorable experiences leads to sales and recommendations! This dealer will be on my DO NOT GO AND WILL NOT BE RECOMMENDING LIST I CANT WAIT FOR MY LEASE TO FINALLY END. SORRY LEXUS YOUVE LOST A LOYAL CUSTOMER! read more

This dealership's internet sales department is a joke. I drove over 2 hours in traffic to come check a vehicle out at this store and it was the worst decision I ever made. I was originally dealing with Gabriel from the internet sales department who was extremely helpful, during the negotiation process he had his manager by the name of 'SAM' come in and try to help negotiate the deal. Bad choice. Sam came in and began asking extremely rude questions like 'that's a high payment, can you even afford that' and 'your car isn't worth anything, even if I gave you more than you owe this Lexus isn't the car for you' After showing my disgust with him he still continued to run his mouth stating 'You need to look at a different much cheaper car' I wouldn't ever return to this dealer, worst customer service ever. I couldn't believe he would even speak to a customer like that, this is definitely not what I could expect from someone that's in management let along management in a Lexus facility. If this is who Lexus (namingly this dealership) allows to represent their company, it makes you question their product and if they even really care about the customer at all. read more

I recently leased a GX460 from this dealership and I'm happy with their service. Christian orchestrated my sale along with Leo and they both did a great job for me. Plus, in the past the service department has always been good to me. read more

I had a great experience buying a Lexus UX250h from Danny Banayan, the VIP Sales Manager. After I first spoke to him on the phone, he texted me the photos of the car and it was exactly what I was looking for! Cloudburst grey with light interior! I went to the dealership and met with Danny. He was easy to talk to, attentive, and professional. He wasn't pushy and offered a good deal right away. Paperwork was a breeze. A couple hours later I was one happy new car owner. Danny was available over the phone for my questions about insurance later that evening too, which I appreciate. Overall, very pleased with the sales experience at this dealership! read more

Serviced my car here for my 5k mileage check up. This was my first visit here, as I switched over to Lexus from BMW. My advisor, Anthony, was excellent and helpful. I was in and out in less than 90 minutes, the lobby was top notch with comfortable chairs, free WiFi (they also had desktops to use but I brought my iPad), and the snacks and beverage selection was way better than Center BMW (sorry guys!). Looking forward to coming back in six months! read more

To anyone considering going to Keys Lexus in Van Nuys, you must read this first. I have been dealing with incompetent, lying, and just a not my problem attitude type of employees since I signed my contract. First, a simple mistake where I was overcharged only $150.00, took three months of me having to call, and follow up in person until finally I was paid back. Then, there was an issue with my car. It would lock itself. This made thing very difficult, and it looked like I was trying to break into my own car. I sent them videos, I left the car with them for days. Their response was we can't duplicate the problem, and per our policy, there's nothing we can do. Thanks, I get a brand new car I have to hope will allow me in. When my leases was up, there was a charge to return the car. this was "told to me" it would be waived because of all all the time the car spent in the shop, and for my incontinence. A year later, my nightmare experience with Keys returned in collection calls. I should not surprised that the charge was not waved. I try to stay positive, but the only positive thing I can see is if someone reads this, and it saves them from Keys Lexus. read more

Last Sunday we came to Keyes to pick up our new 2023 250 UX H premium crossover. The new platform offers an amazing ride, and is very quiet. Features and infotainment center fantastic. Driving in Eco on our way home we got 46 mph. Lastly Keyes team, Ara, Tim and Nick made our buyer experience one of the best ever. No wonder Keyes is No 1. Only place to buy a car. They're that good. Got us exactly what we wanted at a the best price.in Ca. read more

I had the best deal of my 2019 Lexus NX 300 from the salesperson, Hallah. Hallah tried so hard to work with my affordable lease payment. Hallah is such a sweet person. I also thank to a manager, Paul. He was so professional and didn't waste my time to go back and forth with the number( happened all the time with a new car purchasing), instead he valued my time and did clean&crispy business with me. Thank you Keyes Lexus Van Nuys!! read more

I have been a Keyes customer for five years and was relatively satisfied with the interactions I had in that time.... until it came to my lease turn-in (I have now gone car free and was not entering into another lease with them). I knew I would not be in Los Angeles at the time of my lease turn-in, so I needed to be proactive and ensure I had everything in place for someone else to do the turn-in for me. I called Keyes MONTHS in advance to ask about the protocol for someone else turning in my lease. I was told that I'd need to call the week prior to schedule an appointment and that it would be no problem to have someone else there in place of me. Fast forward to the week prior to my turn-in... I call to make an appointment and am told by the receptionist I don't need an appointment. I then ask to speak with someone to double check that someone else turning in my lease won't be an issue. I spoke with a man who identified himself as Alex (he spoke with a bit of a slur and I kept having to ask him to repeat himself). I was told that as long as the person turning in the lease had a copy of my drivers license on him, there would be no issue and he would be fine to turn-in my car in place of me. The day of the lease turn-in, I receive a call from my friend indicating that he is not allowed to turn-in my lease. I ask to speak with Alex and am connected to a different Alex. I explain exactly what I was told and his response was that I should have known better, it wasn't his problem (it was mine) and that they would not accept the car back. I was incredibly upset because this information should have been communicated to me upon my first inquiry months ago. I pressed him to find a solution to a problem that only existed due to his employees miscommunications and lack of knowledge. Alex then handed the phone back to my friend, made a remark about how rude I was and refused to further communicate with me. So, there I am - across the country, facing a problem that should not have even been a problem in the first place (not to mention, was not a problem caused by me, but rather by the employees of Keyes Lexus), with a manager who was unwilling to help me because I told him that his employees made a mistake. Thankfully my friend was able to get some answers and we dealt directly with Lexus Financial... But I was so disgusted by not only being given misinformation, but then being shamed by a manager who was then unwilling to help me - all because his employees had misguided me. If I ever get a car again, I will be avoiding Keyes like the plague. And I'll be letting all my friends + network know to avoid them as well. Also, be very careful and vigilant if you are entering into a subsequent lease with them - there is a very good possibility that when they incentivize you to end your lease early and get into a new lease, then tell you they'll "take care" of the remainder of the payments on your prior lease.... they will just end up adding the amount into your new lease. They did this to me when I got into my second lease with them. read more

If I could give a higher score I would. Arman, Christian, and Ruman went ABOVE AND BEYOND. They were communicative, patient, and worked really really hard to get me (and my best friend) a car at an impossible time due to the pandemic and shortage of cars (across the entire automotive industry). I have never had such great customer service like I did at Keys Lexus. They are truly one of a kind, not "salesy" at all. This is my third Lexus from that dealership and they will continue getting my business for many years to come because of them! I cannot recommend Christian and Ruman enough. Bravo. I am VERY picky and high maintenance and left truly happy. read more

I brought a used 2016 white RX 350 from Keyes Lexus on 01/14. It was at night so I couldn't notice it had many paint damage on the edge of the doors because the dealer had covered it up with cheap touch up paint. The car is White which made it even harder to tell. Also, the car had ant problem that I didn't noticed because it was dark and the interior was black. The sales guy told me "Yeah, most likely they had parked under a tree and the ants are just outside." I had so much ants inside the car for weeks, I had to "bug bomb" the entire car. Back to my story, when I brought the car home I noticed paint damage and ant problem is unacceptable. The next day I called up my sales guy, he told me they will fix it with no hesitations. At first, I thought that was a good thing. So I drove an hour and left my car with them. When I came back to get my car, they only had washed my car. Nothing was fixed, the paint damage was left untouched and there were still ants inside my car. I talked with my sales guy and he said their detail department couldn't fix it but they did vacuum some ants. Total waste of my time. 2 hours of driving plus traffic plus time taken off work to get a car wash! I spend 40K to buy a Lexus! I don't think this is acceptable for anyone. I was so fed up with their lies and excuses, I just left. This dealership has massive negligence for their service to their customers. Think twice before you planning to make a purchase from them. Hanry read more

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Christian in Sales and his team are very on point and take care of their clients! I had Ash as my salesman, and Michael Biddle did my paperwork. Great guys to work with on getting your newest Lexus. This is my 4th Lexus and I will definitely be back to this location to work with this crew again! read more

I have been looking for a used Lexus for a few months now. I found one on the web for Keyes and they were fantastic to work with on the purchase of the car. I reached Ehsan Aryana by phone when I initially contacted the dealer about 1-2 weeks ago. He provided an overview of the car and shared that it was in service to be readied for sale. He sent me the details of the options on the car so I could compare it with the other cars I was considering. A week later, per his commitment, he texted me to let me know the car was coming out of service that day and would be available to me to come see it. I am in San Jose, not Van Nuys. He was a 10 in serving as my remote set of eyes and ears. He went through the car for me and took additional photos. He helped me with financing so I could secure the car until I could fly down to see/drive and take the car home. He was patient and made good on every commitment he made to me. He was clear that there was no deposit possible and that sales were first come first served so we ended up with the purchase and financing. Once I arrived at the dealer, I was greeted promptly. Staff was pleasant and attentive. Ehsan had everything ready for me. The Finance Manager, John, was also prepared and took care of any last paperwork needed. I would definitely recommend Ehsan, as he was trustworthy and reliable. Very accessible and timely with his responses. Keyes Lexus was great as well. My entire experience was everything you hope for when buying a used car! Thanks to Ehsan, John, and the entire Keyes Lexus team for helping me buy my beautiful "new" car. read more

Horrible experience. they don't wanna you sell the car. they had bed attitude. I am so disappointed. I wasted my time. only front desk girl was so nice. I feel sorry for this location. read more

I've had a Lexus NX lease for the past year and decided I wanted to do a lease buy-out to purchase (Best car ever BTW). I put a request in through Lexus Financial and set up an appointment with Gary Berndt (Internet Sales Manager) to get the deal done. Gary was really great to deal with - transparent, efficient and very friendly. I would highly recommend Gary to anyone looking at a Lexus - really nice guy! And a special shout out to our finance guy Fedy. Another really great guy that made the deal happen! read more

The Sales department: 4 stars - it was the normal negotiation dance, and we agreed to a price, and moved forward fairly quickly, so I am grateful for Karina and Sam's business practice. The Finance department: 1 star. There was an extra $340 tacked on to the agreed price, and I was told that was additional tax due to my address even though I gave them my address prior to the meeting, AND even if it were true, the difference in taxes should have been a negligible $30, not $340. When I disputed it, I was given a generic "the application was already submitted" and we looked at each other awkwardly. Dominique is kind, but tried to explain to me how I was paying .9% APR if I paid the car off early, when I'm actually paying 4.9% APR. I didn't appreciate the slick talk, and more importantly : it was simply inaccurate and misleading information. I advise anyone not to go here alone if they are not confident in their understanding in financing, and pay careful attention the junk fees gets added in that step of the buying process. The Service: 2 stars. They MAY have washed the car, but certainly wasn't detailed. There were multiple stains on roof of the interior, the screen was dusty, and marked with finger prints. I understand a used car wont get new car treatment, but a $30k used car should at LEAST be wiped down.. It was a normal car buying experience, but lacked a lot of simple things that you should be getting in a luxury car dealer. I would avoid, especially seeing how there are so many options in SoCal. read more

Keyes Lexus - Random stains in a car that I purchased from Keyes. - Car Dealers Near Me - Van Nuys, California

I was disappointed that I was not notified that the 2016 Model X 90D White was ready for viewing. I was told by Q it was still getting serviced and inspected. Come to find out it was sold yesterday. I brought a 2013 Lexus CT200h from you guys back in 2013. I guess this is how you treat a repeat customer. read more