I've been leasing from and bringing my cars for maintenance to this dealership for many years and this was the first time I had a negative experience. I had to have a 15,000 mile maintenance for my car and also wanted multiple recalls addressed. The online price for the maintenance package was $68.95 and when making my appointment online, that is the package I selected. The final price I paid was over $150 (and that is after negotiating a $60 discount). I was upsold, unknowingly, for the items that were already included in the package online. I signed the contract for the high price, but was absolutely sure that the price reflected on the contract was not the final price, as the package I selected was for much less. I was literally charged extra for everything that was supposed to be included in the cheaper package. The rep I worked with, whom I don't want to mention, as I don't want to embarrass him, was nice, but when I questioned the high price upon pickup, told me the $68.95 price is not the accurate price and that their dealership doesn't even have such prices. Please note that I made the appt online for this dealership directly, reflecting the $68.95 price point; I didn't pull this price out of my butt (and I showed him the link and package). He indicated that I already signed the contract and had to pay the higher price, which I did, but should have questioned the items when initially presented with the worksheet. I was offered a 15% discount on future services, which I will not be utilizing. The rep also indicated that he took care of my radio issue, WHICH I DID NOT HAVE. He confused my car with someone else's and who knows what else they did/didn't do with my car. Please read the worksheets and the presented paperwork before signing anything, so you don't get upsold and swindled like me! Finally, my car was returned dirtier than when I dropped it off. When I questioned why my car is still dirty, I was told the car wash is closed due to Covid, which is understandable, and presented with a car wash coupon. The outside of my driver door was covered in coffee, which was spilled while my car was in possession for the maintenance. That wasn't a huge deal and I will have the car washed, however, the fact that people serviced my car and it wasn't sanitized at all after the maintenance was completed is extremely unprofessional and scary during current times. I have three little children and was not expecting to drive them home in a car that was touched by strangers inside and not even wiped down. Overall, this experience left a bad taste in my mouth and after being a loyal customer for over 15 years, I will not be returning to this dealership for anything ever again. read more

Love this dealership! We drove 2 hours to buy our cars from this dealership. They have fantastic sales professionals and lots of inventory. Their sales Manager Alex is a top notch professional that believes and strides for staff to have top notch customer service and attention to their customers. read more

Very comfortable in having car serviced they practice mask and distance, car is sprayed with sanitizer mist

I can't give less than 5 stars because of the exceptionally great service I had for my GS350, those guys are awesome, I have been mainly working with Ali Alrubaie as our service advisor and I can tell for sure he knows what he is doing and the skills of service was excellent read more

We switched from BMW to Lexus and we love our RX 350 when it was time for the first maintenance we came to Keyes. Everyone is so kind and knowledgeable from the minute you walk in the door. Always clean the Lexus lounge is great! We had the pleasure of having Allan Pliss as our advisor he is amazing! I have always have heard Lexus customer service takes care of you but Wow Allan and his team go above and beyond. We are so thankful that not only do we love driving our Lexus we actually look forward to the next service visit. We will not take our Lexus anywhere else. Thank you Keyes for hiring an amazing team! read more

If you look up "service" in the dictionary, you will probably find a picture of Mike Nazari of the Keyes Lexus Service Department. This man is the reason I've had three Lexus vehicles. He's communicative, efficient, detail-oriented and one of the kindest, friendliest fellas you'd ever want to meet. I had a very mysterious issue occurring with my Lexus GX 460 that took awhile to get to the bottom of and Mike kept at it, working with the Lexus mechanics / service team and the main Lexus office to figure it out and ultimately get my vehicle fixed. He always makes fair recommendations for services that assure a safe vehicle and great driving experience - never "up" selling. He's got his clients' well being as his main focus and that is evident in everything he does. I also find the waiting area at this service center very comfortable - plenty of comfy chairs, sofas, computers / internet to use, snacks, coffees, etc. And if you need to leave the car for a longer period of time and need a loaner, it's always easy. Mike and the Lexus Service Center take great care of me and I'm grateful to have him as my "go to" guy on all things for my car. Example: I recently adopted a horse and needed to make sure all my trailering apparatus / equipment was safe and working efficiently. I trust him and that's a big deal when you're relying on someone to oversee something as important as maintaining / fixing your car that you use every day carrying precious cargo! There have been frustrating elements with my Lexus GX 460 (not the fault of service, but rather the car itself) - Example: my 2016 lurches back on hills pretty severely because I didn't buy the model with hill assist. Honestly, it never occurred to me that one would need to purchase an "extra" for something as important as driving up a hill where you might have to stop and then your call literally falls back several feet. Mike helped me navigate this issue, taught me how to use my brake and gas to navigate this really irritating issue and did everything in his power to make me comfortable driving it despite the situation, which again -- was not a fault of Mike or the service team, but rather the car itself lacking a basic safety feature. If I haven't made it clear: you are in great hands with a man like Mike taking care of you. The experience of owning a Lexus is enhanced greatly by having an A+ professional taking care of you throughout your lease or ownership of your vehicle and Mike is that guy and then some! read more

Made an appointment here, I brought the car in at 4pm when they scheduled the appointment for me, after waiting finally someone helped me out at 4:15. The lady who took the appointment said they have a courtesy vehicle 7 mile radius, and that there was a special for 69.95 oil change. I get there and the salesman says 89.95 and that there is no courtesy vehicle, so I had to call the lady on speaker phone who took my appointment because she had lied to me while I was in there office and they gave me a Lyft ride and the price originally quoted! Not the most honest people, but my car did get the oil change in a timely manner the car was was super sloppy, you could tell they just wanted to go home! read more

Ali at the service department is the BEST!! Thank you for taking care of everything and being so kind!!!! You are amazing!!!

Really surprised and disappointed with the service department at this location. I've been in 3 different times and each time they have done something ridiculous. Last time I took my car for service, they ended up wiping it down with a dirty rag, so my cream colored seats had black smudges and black finger prints. They also smeared black sludge on my door frames and console. I brought it to the managers attention and he sent it back right away to have them correct it. It came back out a few minute later with a half ass job. Still dirt and black smudges. They also messed up my computer settings. I was pissed obviously, so they told me I can come back for another complimentary wash. Fast forward to the next service for a recall...I was told it would be 1.5 hours. Well that turned into 4 hours with no communication from Keyes. I had to call and wait for 10 minutes on hold. It also messed up my day due to the fact I planned for 1.5 hours, not 4. I'm only giving them 2 stars because they are nice. read more

Keyes Lexus - This is my windshield after a "wash" from service. It was cleaner prior to them getting their hands on it...as usual. Super frustrating. - Auto Parts & Supplies Near Me - Van Nuys, California

Anthony Pastoral was my service advisor and I highly recommend him. His pretty thorough and understanding on all my needs with my gs350. Once again, I highly recommend this guy. read more

The worst service department experience ever. The service advisor would not even make eye contact, did not listen to one thing asked and was so indifferent to wanting to help the customer. I am just about to get another Lexus, BUT DEFINITELY NEVER GOING BACK TO KEYES LEXUS!! The service department really needs a general Manager who cares.Very poor communication, never pick up the phone and never return calls. Maybe a NEGATIVE STAR IS MORE APPROPRIATE??? read more

Ray S. Arshak, our Customer Service Rep, was extremely gracious and accommodating throughout what turned out to be a difficult situation. Our radiator was not repaired properly at first, leaving coolant on our garage floor and causing my wife to miss a very important meeting. Arshak sent a flatbed to pick up the car and he and Michael, the Service Manager arranged to have additional work done at no cost as compensation for the inconvenience. They were very generous in this regard and would be getting five stars were it not for the original error. read more

The customer service here is A+. It starts with the porters who greet you when you arrive. They were all very professional and extremely nice. The service consultant I was assigned, Mike Oetzell was great. Even though the dealership was extremely busy, he was personable, friendly and kind. I saw his customer-relations skills in action when an elderly customer interrupted us to ask some questions and sign some paperwork. The guy is the kind of pro you would want to be taking care of your grandmother. He later told me that he had a long term client relationship with that woman and her late husband. Its so nice to see that there are still some people in this business that care about developing relationships with customers. As for my car, I was given a hassle free loaner and my car was fixed quickly and best of all, at no charge. Keep it up, Keyes! read more

We just bought a NEW car at Keyes Lexus (less than a month). After a couple of days , we notice that the car was pulling to the right so I made an appointed for service , first service - about 300 miles. My husband brought the car for service . Appointment is at 8:45 , car was done after 4 hrs. . Still after the service done ,driving a couple of miles, the same problem arises again plus now the steering wheel is way off to the left. ( wheels going to the right ). I did called them again for another appointment , this time I got the earliest time I can , 5/30/2017 at 8:00 am . My husband again brought the car , he was there at 7:50 am . Problem is already starting at the check in . They keep on pointing him to different people. I requested for a loaner car but my husband opted not to get it thinking since it is still early the car will be done on time .The head mechanic had to drive the car with my him to check the problem , telling him sometimes the street is not even but definitely the steering wheel is way off to the left. At around 11 ,he asked the service advisor for the the status of the car , he was surprised that he was still there . They look for the car and found out AFTER 3 HOURS in bay area , service haven't touch yet the car . Again they promised that the car will be done at 1:00 pm . They offered him if they can bring my husband home , but he refused it. He got back the car at 12:30 pm. We will not be back to this dealership ever. Too much of a hassle and frustration for a minor service - wheel alignment for a new car. Too bad, another good customer going to another dealership and If I can give no star at all , I will do it. read more

I am currently on my third Lexus from this dealership. I find the salespeople, financial people here always very helpful and have always tried to give me the best possible deals. Part of the process of having a Lexus is taking care of it. Doing your 5,000 mile maintenance checks or whatever may come up. During three cars and over the last seven or eight years I have dealt only with Mike Nazari, in the service department. From my first visit I was assigned to him and I never looked to deal with anyone else. Mike Nazari, is always very pleasant to talk to. He is knowledgeable and through and will always be straight with you regarding the care of your car. He does not try to sell or push services if you really do not need them. I call him and whenever it is convenient for myself to bring it in is his concern. Mike Nazari, makes you feel like you are the only one even on some really busy days I have been there. When Lexus cars lost some power and signals about two years ago, I certainly was not the only one but Mike, made that whole situation extremely bearable. I actually live in West LA but the service brings me to Keyes Van Nuys whenever it is time to do another lease and Mike Nazari is a big factor in that decision. This dealership should be very lucky to have a man like Mike Nazari, on their team he is a tops service manager. Thank you, Geoffrey Gordon read more

Bill Horvat does an outstanding job serving the needs of customers at Keyes Lexus in Van Nuys, California. He is knowledgeable, kind, and thoroughly professional.---- Tom, long time customer read more

I take my car & my parents SUV there to the service department & see Anthony. He very knowledgeable & honest. He will tell you what your car needs to keep it running good & safe. They also have complimentary loaner cars if they need your car to stay for a few days. I trust no one else with my Lexus than Anthony & Keyes Lexus. read more

Pedro was really helpful! He helped me find the right car for me and made everything a good experience. Purchasing my first car with him was great, I recommend him! Thanks Pedro! read more