Best car service experience ever! Ali is so calm, thorough, and helpful. I really appreciate the luxury treatment and making it to pleasant. They seem to value relationship building which is a great sign of customer service. read more

Exceptional!!! The service was going took take much longer than originally anticipated and they provided a loaner vehicle immediately. I picked up my serviced and freshly washed car a few hours later. Great service and communication! read more

It was the worse experience. We own Lexus for over 10 years now. We keep leasing the same car because we have been happy with the car and the service we got from Keys on Van Nuys over the years from the old management. For past two years under the new management, there are no more professional sales people and definitely the service department is poorly managed, to say the least. The last visit I had to service my Lexus at the Van Nuys location was by far the worse visit that stretched over 3 days and ended up with them damaging a part of car that was in perfect shape prior to my visit. Consider other locations to buy, lease, or service your car. read more

Avoid at all costs. This is a place that lost both tire cap and anchor cap while fixing a seat belt! Our service rep said they mailed the items weeks ago, but it's been over 21 days. And they have the wrong address on file! The worst part is we had a wallet with coins for parking meters which was kept in the center compartment, and someone "took" it. Guess you can't trust anyone at Keyes Lexus! read more

Let me start by saying that the whole experience at this dealership from day one has been amazing! After doing research, reading reviews etc... I feel like we made the best decision by buying and continually servicing my wife's ES350 here. We live in Santa Monica and couldn't be happier to make the drive out to Van Nuys because we know the service is A1. Everyone there is very nice but Eddie & Ali are the 2 gents we have come to know. Ali is very thorough, does not rush and takes his time explaining what needs to be done and what can wait until later. They do put the customer first and I feel 100% confident when I drive my wife's car off the lot after a service visit. Thank you Eddie & Ali, I truly appreciate you guys! read more

Andre Aguirre, was absolutely amazing. Way better than Woodland Hills Lexus they are horrible teach people how to respect it was clean fast they wash my car they treated me like a person and I recommend it to everybody but I recommend Andre trust but anyways all the best and I'm so thankful that I found this like this Lexus to come to and always be coming here from now on. read more

I just serviced my RX450h at Keyes for the first time after previously going to Santa Monica and Beverly Hills Lexus. I had a fantastic experience with Anthony. Super responsive, efficient, and answered all my questions. Very fair value for service. I appreciated the loaner car and open communication. Thank you for all your help! read more

I love Lexus - they are all class all around from their cars to the level of service. Michael in the service dept is so incredibly helpful, professional and kind. I love my new UX 200 F Sport so much! read more

I had to go in for a recall so they could have something to do with my fuel tank fixed. They didn't wash my car or do anything special before returning it to me even though it is Lexus's fault that I had to come in and leave my car to get fixed for the day. I really don't think it was even sanitized at all because it smelt like an auto shop inside. And they are suppose to sanitize because of covid. They didn't even offer me a bottle of water. Then there was also Terry the "tire specialist" who told me when I first arrived that I needed new front tires and tried to get me to add on that service at an extra cost. I felt a bit suspicious because my car is still new with only 18,000 miles and it's a 2019. And I've leased multiple Lexus's before and never needed to get new tires within my 3yr lease period. So I went to a couple 5star tire shops to get consultations and I was told I don't even need new tires for about 10k more miles. I had a weird feeling because Terry did seem nervous whenever he talked to me about the tires. I only went to this location because it's close. But I do hope I never have to come back. Or I would just try a different location. read more

Errol was really helpful in getting to the bottom of things when there was confusion about wheel and tire coverage with my car. He was polite, helpful , and very communicative. I appreciate you taking the time to make sure I was taken care of read more

Anthony Pastoral is very impersonal and bad customer service. He should not be working in a field that deals with customers. He failed to greet us or send us off. Not even a handshake!!! Throughout the whole interaction there was no eye contact, he had a forever RBF pasted on his face. He even took a call while he was working with us. Maybe he was busy or some orlther various variables going on but I've been in customer service all my life and I run my own business. I know that customers in front of me are my priority!!! People won't remember what you say, but they will remember how you made them feel!!! I doubt I'd recommend this establishment the next time my friends or family are looking for their next vehicle. read more

I picked up my Lexus a day ago, after it had been in for maintenance. After a supposed thorough inspection and maintenance on the vehicle, I found that an issue with the car arose that had not been there before I brought it in for service. I called in to schedule an appointment during which my concern could be addressed. Zully from the service department was who I had the conversation with. She responded to my concerns with an immense attitude and had told me there were no appointments at all available for me from 9am til close (not even walk-ins). After she had rudely asked what time I'd like my appt to be made for the next day, I told her I had class and could be there after. She had picked the time for me regardless of my preference and convenience. I took the car into the service center immediately after our conversation ended and came in as a walk-in, regardless of the fact that she said they were all booked for the day. I came to find out, the employees were eager to help and took my car in for diagnostics immediately. Zully not only projected a rude attitude with me, the customer, but also lied to me about there being no available appts today. Employees with Zully's person skills (or lack of) in no way allow me to have trust in such a business. I'm appalled, disappointed, and angry that she treats her customers with such disrespect and lack of integrity. When asking to speak with a service rep, I'd by all means, speak with someone else who can properly address your concerns. read more

I rarely post any reviews but Andy B. at Lexus Service department have given me the best customer service experience with my vehicle. Great job guys! read more

The lady at the rental was rude! Her name was Ana Adiyan. Kept giving attitude. Kept rolling her eyes. She was acting like she was so busy and that she rather talk to someone else than me. And there weren't even any other customers. It wasn't busy at all. No eye contact. She was glued to her phone and computer. Maybe she was racist or rather serve someone who looks rich. read more

Arshak is the only name you need to know, ask for him and everything will be taken care of correctly and efficiently. I had a negative experience at another Lexus dealership and came to Keyes because they were the closest dealer to my home. Arshak was the first person I spoke with and the last. He took careful note of any and all of my concerns about my vehicle's needs, documented a clear order for the service techs and set me up with another Lexus loaner car. All of the service records were sent to me via email and I was able to follow real time updates regarding the service completion. When the car was ready, Arshak met with me in his office, discussed the line by line updates and remedies and walked me to my freshly washed car as it was ready to go. Arshak shook my hand when we met and when I left, he's been in the service business for a very long time and takes serious concern for a genuine customer experience and relationship. Needless to say, I have found my new service location and drive more easily knowing that my vehicle is under such good care. Believe me, you'll be writing this same review after you work with him. read more

Incredible customer service. Ali is a fantastic advisor- very helpful, polite and informative. Thank you for the 5 star treatment.

There's so many amazing things to say about everyone in the service department! I don't even know where to start! Lol .. I recently moved here from another state & they have taken care of me in every way possible. They are ALL friendly, professional, knowledgeable, and provide an excellent customer service! They treat you like family and I have honestly never been treated greater than I have at Keyes Lexus Dealership. Stephanie was the first one to help me when I went in for service; she was great at her job & made everything easy & stress free. I forgot the gentleman's name who helped with the loaner but he was great! And of course Eddie and all the other guys in service who do a superb job! :) I appreciate you all so much!!!! Thank you for all you do. - Cher read more

Keyes Lexus - When I got my new baby - 2017 IS 350 FSport Black on Red So clean!!! - Auto Parts & Supplies Near Me - Van Nuys, California

My car was towed to Keyes Lexus in Van Nuys. During the week the service department had the car, I reached out numerous times to the Service Advisor, three Service Supervisors and and the manager of the dealership to gain information about the needed repairs. None were available by phone. Not one returned my phone message. This dealership has extremely poor customer service. Please consider this before using them read more

5 hrs later....I'm still here. I came in because my 6 month old car brakes squeak ONLY in reverse for over a month now. What was supposed to take about 2hrs...4 hrs later I finally get to test drive with the foreman & of course it barely squeaks for him and he says he can't tell where exactly it's coming from. They kept saying they lost my car every time it was checked on or asked to pull up... I know car issues a lot of time don't happen when you get to the mechanic, but it shouldn't take 4+ hrs to figure that out, either you try it a few times and it does or doesn't. I shouldn't be left hanging for this long! I decided not to leave the car over night after all and I've been waiting 15 mins for them to find my car yet again to bring it back. Back n forth walkie talkie and they can't find my car!!! read more

They didn't have professional skills of communication & trying to lie about discounts they are giving to customers

This is without doubt the cleanest, nicest, and best Lexus service department I've ever been to. I always get the best quality service from the staff and service manager Eddy. This customer service is even better than the car service. And even if they make a minor mistake they take ownership for that. I would recommend a visit with Eddy anytime at Keyes Lexus. read more

Keyes Lexus - Service Lounge - Auto Parts & Supplies Near Me - Van Nuys, California

Last week was the 2nd time I went in to complain about the same issue. I relayed the information that there is nothing wrong with my tires, that I just needed the computer cleared as it keeps giving me a low tire warning or system check error. The service department gave me an estimate of over $1,000 to replace all 4 tire sensors (including the one they replaced about eight weeks ago). While my service writer was willing to work with me, I didn't feel it was either necessary or worth it to replace them all. I thanked them and took my car back. As I drove away, I noticed no warning lights were on the dash. I have since driven the car over 50 miles on three different days and still no warning lights. I guess they cleared the computer during their check and that fixed the problem. However, since they weren't going to charge for that, they lied about what was wrong and needed replacing. I no longer have any confidence in the Keye's Lexus Service. BTW, two months ago they told me I had a dead battery that needed to be replaced before driving the car. However, I had just had the battery checked that morning and the day before by someone else, and it was fine. I just needed an alternator. They are no longer trustworthy. Sad, as I have done business there for close to 30 years. read more

$180 for a niche Chai and pastry. Very disappointed with the Service. Took my car because I heard a loud noise from the engine. Paid $180 for them to check it out and it was supposed to be going towards repairs. Results showed I needed a new water pump. Cost 900+, additional suggestions of things needing repairs came out to about $4200, including a lighter fuse for $94. When I told them it was too expensive they drop 200 with a managers approval from the $900 and threw in the fuse for only $4. I said no thanks. I was told thank you and if you change your mind they could still use the $180 towards repairs. So, are they holding my $180 unless I use it with them? Or $180 to tell me I need a new water pump? Wow! wow! Waiting room was nice and Chai tea delicious! read more

Brought my car in for service and Danecia went above and beyond to take care of me and my car! Recommend to ask for her if you want great customer service! She went into deal explaining everything that needed to be fixed on my car! read more

Just wanted to review about my experience here. Ali is always professional and goes the extra mile to help me in every way he can. He made my experience the best I could ever be. Thank you kindly. read more

This is one of the most uncustomer service places I have ever seen. If you get your car serviced make sure they don't charge you differently than what you are quoted. Also be prepared to be hounded with calls and emails constantly (even when politely asking them to not call you again) read more

Yesterday I called and spoke to a KEYES LEXUS service manager About my Lexus RX350's three year old battery that has a seven year warranty. It had failed. I am entitled to a new one at 50% cost (since The warranty was half over). However, this lying douche nozzle told me unequivocally that I HAD to have the original battery receipt in order to exercise the warranty claim. A FU$KING BALD-FACED LIE! I reminded him that there is a **national LEXUS database** that (I had confirmed already) had the RECORD of the battery being purchased/installed by the prior owner at Lexus in Bakersfield. He continued to maintain UNTRUTHFULLY That the original receipt was required to exercise a warranty claim. I HATE BEING LIED TO! Fortunately I ended up getting what I was entitled to, a new battery at 50% off under warranty, at the far superior Lexus dealer in Thousand Oaks. Folks, do your homework and don't let self serving Asswipes like the manager at KEYES LEXUS on Van Nuys Blvd lie to you. If it doesn't smell right....it's a lying douche talking to you. read more

The service here is always top rate. Easy to get in and out. The service advisors know their stuff. In particular, Ali Alrubaie has provided me and my car with great care and attention. His knowledge and expertise are most valued. I recommend highly read more

Amazing service by Danecia D. I'm truly thankful to her for always taking care of me and my car. Great customer service and always has a smile. Been coming here to service my car now for years and I get treated with respect and the most friendliest Service like always from Danecia. I'm glad to know you have someone like her working for Lexus. Okay read more

Service appointments for a tire rotation and tapping off all the fluids shouldn't take 2 1/2 hours. I stupidly decided to wait in the waiting room while my car was being serviced. As I saw several people come and go I eventually was told 5 more minutes after 2 hours of waiting. I waited 20 more and texted the Service Consultant Bill who never responded to me. After 10 more minutes I decided to check on the car myself. Sure enough it was sitting outside completely ready and no one came to tell me. I approached Bills office and with zero recognition from him I was given my keys and told the car was done. I asked for some form of paperwork and told him I was in a rush. With the most scathing tone he said "well do you want the paperwork or not?" as if it had been my fault that I had been waiting for so long. Got my paperwork and went to my car....which was unwashed, apparently a Covid safety measure, that they failed to tell me at any point. I love the sales team here, but the service department has a lot to be desired! I've also been charged numerous times for things I thought were covered in the "service plan". read more

Helen in the midway rental car is THE BEST.. Customer service was the absolute best as well as client interaction and hospitality.. 10 stars to Helen. read more

I would love to say I had a good experience here. I DID NOT. I have had 3 diagnostic's done on this same Lexus at Lexus of Newport, extremely "in-depth" diagnostic's. Much more so than Keyes did. I was NEVER charged anything above the $180. ..... I was quoted at Keyes Lexus $180. I was charged "$380"!! When I questioned this I was told it was because it was an "in-depth" diagnostic. BULLSHIT. I am PISSED and will NEVER use (or recommend!!) Keyes Lexus again. read more

I will start out by saying that the service advisors and technicians are literally in awe of my 2008 Lexus RX 350. Only 56,000 miles on it, and I'm told over and over again they have never seen a more well maintained vehicle in such mint condition (including my promise to contact them if I ever want to sell it). That's how CLEAN it is. I maintained it meticulously inside and out and did not drive it much based on the low mileage. Always did routine service and had a detailing service maintain its perfect condition. So take a moment to Google about the Lexus melting, sticky dashboard. My car was garaged nightly and I invested in a Lexus dash cover the day I bought the car. Well, the dash is now melting and sticky and when I contacted my service writer AND the service manager, I was ignored. This problem only started occurring about a year ago, but working remotely and hardly driving, I didn't pay close attention. Well now the dash is a MESS, and Keyes Lexus has completely ignored me. Not how you treat a loyal customer who has brought their vehicle to you for the past 15 years. I'll try the Corporate number and hopefully they'll be more receptive to their obviously ill-manufactured dashboard in the older vehicles. This is LEXUS - the luxury division of Toyota - NOT!!! read more

Hands down the best Lexus service department! There is a comfortable lounge stocked with snacks & drinks and plenty of space to read or plug in and work! Service advisor, Mike Nazari, and Mechanic Casey Kano provide the absolute best service. They listen to my concerns and go above and beyond to ensure my vehicle is taken care of and that I have a peace of mind. read more

My Service Advisor, Michael Nazari, and the Keyes Lexus Van Nuys Service Dept. are always courteous and professional. They do excellent work every time I bring in my vehicle for service. read more

Best of the best. Honest and proffesional, repaired our Lexus very timely. We have tried the other Lexus Dealers without success.

Ugh. Here's some advice. Once your warranties are up, take your car to 'The Guy Down The street'. Any street will due. BUYING a car here was a wonderful experience, but every single time I bring my baby in for service, I feel in need of a shower after. It feels so awful every time. They seem to go out of their way to dupe you and it's always more expensive than just going to a 'shop' or TGDTS--any street, as I said before. I went in today for a recall and they saw I needed new tires on the front. The tires alone, they said, were $121 each, but the estimate they handed me was for over $1,000. Roadside maintenance, gold bells, light-your-cig-after-orgasm...who knows. I had no idea what or how important those hundreds of dollars in extras were. They finally reduced the price $100 to match the tire manufacturer price, but my GDTS will do it, including alignment (which wasn't in the estimate) for half that! Ugh. I came home in my loaner and scrubbed it all away. Ick. read more

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