THIS DEALERSHIP IS THE EPITOME OF WHY CAR DEALERSHIPS HAVE BAD REPUTATIONS!…read more
Back story:
I purchased a "Gold Certified" pre-owned vehicle from them in April 2026. I was convinced that their "highest tier" of certification translates to passing all of their multi-point inspection, meaning they guaranteed the car is in pristine condition, in and out. They basically sold me a broken car. Let me explain.
I drove the vehicle about 800 miles after puchasing a car and within the 800 miles, 3 times were driven during the night time. The first 2 times of night driving were the times I began to notice the road being dark. I pulled over on the second night to inspect whether if my headlights were on or if the bulbs might have gone out. Before driving on the 3rd night, I adjusted the headlight tilt adjustments with reference to the owner's manual and YouTube. That is when I discovered that the right headlight assembly does not tilt at all.
In July, 2026, I made an appointment to this dealership to have the vehicle's headlight checked. Giovanni was the service advisor that I spoke with that day. After the inspection, I was given the price for a new headlight assembly with installation that will cost more than $2200. He said that the warranty doesn't cover it and that if I have any questions regarding the warranty, that I talk to the used car sales manager. I waited about an hour for the office to open. I spoke with a woman and a man and shared my headlight issue. They both told me that the warranty should cover it because it's "mechanical". I walked back to see the Giovanni and explained to him what the two people from the used car management office had told me. He appeared like he didn't want to talk to me and told me that my car is ready if I needed more time to think about it. At this point I wanted some kind of real answers. I went to the used car office one last time and I was directed to speak with the finance manager, Wolfgang (I remember talking to Wolfgang back when I made the purchase of this car). Wolfgang had explained to me that the warranty does not cover headlights, not even if I purchased the extended warranty (I was sort of relieved that I didn't make this purchase because I remember he tried to sell me this extended warranty in which I opted out of when we were closing the deal for this car). Again, it felt like he didn't want to discuss it further and advised that I speak with Jared who's office is located next door. Jared is the Used Car Sales Manager. I approached Jared and explained my issue. Basically, all Jared had said was there was nothing that he can do and then redirected me to speak with the Service Manager, Jesus. Out of all the people I had spoken to that day at the dealership, Jesus was the most pleasant. Even though there was no resolution throughout my conversation with him, atleast he made an attempt to construct and send an email to the warranty department to ask for the cost to be covered. Although, I never received a callback from him the following day(s) either, like he said he would.
I guess I'll call this as a loss. Yes, I'll take the "L". It is what it is. Keyes Toyota in Van Nuys sold me a vehicle with a broken headlight and will not honor to fix it. This is why car dealerships get bad reputations. It's people like these whom all seem friendly at first, dressed in nice pressed-up suits with fake smiles to try to sell you a vehicle, and once the deal is made, they will no longer help you.