Keyes Lexus

We were lied to and swindled at Keyes Lexus Van Nuys. We went to lease a Lexus UX for my wife at Keyes Lexus. The monthly cost seemed very high but the salesman, Danny Banayan, assured us we were paying We went to lease a Lexus UX for my wife at Keyes Lexus. The monthly cost seemed very high but the salesman, Danny Banayan, assured us we were paying the MSRP price of $45,830. We were brought to see John, the financial person, to sign the papers. A computer tablet was placed in front of my wife, and she was instructed how and where to sign. My wife signed on the tablet trusting John and the process. I also signed as instructed. Naturally John tried to sell us on tire insurance and to prepay the required service costs. I was expecting that and rejected them. We were given a flash drive and were told the lease papers were on it. We drove the car home. I was not given the sticker sheet taped to the window which I thought was strange. The next day I discovered that $4,440 in additional costs for three options I did not want were added to the price of the car. I was not told about them nor was there any description of what they were on the pages on the flash drive. I called John, it took a few days to reach him, and asked what the options were. He said Danny should have explained them but would send a new copy of the lease agreement which included the options. The two versions of my lease agreement do not match up. I called Danny and asked for a paper copy of the lease and the car’s sticker. He said the person washing the car must have thrown the sticker away. I insisted that a copy was in their computer system, and he eventually texted me a copy. I still have not received an exact copy of our lease. Before posting this review and complaining to the Department of Consumer Affairs and Lexus Corporate, I called the general manager, Ramin Hakakain, and left a message explaining our issue. He called me back Thursday 5/23. I explained my complaint and my almost 40-year business relationship with the Keyes dealerships and 14 years as a customer of Keyes Lexus. I emailed him the two copies of my lease and he wrote me back that he would get back to me the next day. He did not, so I emailed him. He called and apologized and said he would get to me by Monday, 5/27. Again, he did not. Ramin may not have the authority to solve my problem. He should have at least called us. Keyes dealerships were acquired by a large auto conglomerate, Lithia Motors. In my opinion, their sales and service has changed for the worse. I think their employees are under increased pressure to squeeze every cent out of their customers. For those of you who have read this far I recommend that you do not let yourself be rushed. Look carefully at every piece of paper and ask if there are any dealer options added on. My wife could have declined those options if she was looking at paper not a tablet. Make sure you are given a printed copy of your purchase agreement or lease. Do not let the financial person badger you into agreeing to buying any of their insurance especially if you can afford the repairs they are insuring. A good rule of thumb is do not insure anything you can afford to repair or replace. Auto dealers, especially Keyes Lexus, are not looking after your interest and may not have any integrity. More

Overall, a good experience. The salesperson we worked with, Michael, was excellent. He was kind, energetic, and very knowledgeable. The purchasing process was relatively efficie The salesperson we worked with, Michael, was excellent. He was kind, energetic, and very knowledgeable. The purchasing process was relatively efficient. More

In this dealership staff was very friendly and kind. They offered us water and other drinks. Financial department was amazing and fast. We were happy. They offered us water and other drinks. Financial department was amazing and fast. We were happy. More

The service was excellent from the moment I dropped my car off for service, to when I was notified the service was complete. The service rep. Anthony was very prompt, courteous, and knowledgeable. Job we car off for service, to when I was notified the service was complete. The service rep. Anthony was very prompt, courteous, and knowledgeable. Job well done…..brand loyalty ! More

Communication / telephone system is very bad. Calling Lexus takes a very long time. To many buttons to press. Getting Call Center not the dealer. Leaving many messages. Very difficult, impossib Calling Lexus takes a very long time. To many buttons to press. Getting Call Center not the dealer. Leaving many messages. Very difficult, impossible to talk to real person, my technician right away. Before the change of ownership of Lexus in Van Nuys, there were never any problems with telephone communication. Please, fix it. Also, Lexus before Covid baked cookies. They had apples, bananas. Nothing now. Covid is over, please, return to baking cookies. Provide lids for coffee cups. Coffee spills while driving without a lid. 2 out of 3 sinks in the women's bathroom were out of order. There was no water coming from the tap. Why is this not systematically controlled? I received very good customer service from Denicia. She gets 5 stars*****. I am deducting 1 star from the Service Center due to the telephone system and lack of quick communication with the person I would like to talk to. More

Excellent! All around A A A A A A A A AA A A A A ÷÷÷÷÷÷÷÷ All around A A A A A A A A AA A A A A ÷÷÷÷÷÷÷÷ More

Had a really good experience my first time at Keys Lexus. Everyone was a pleasure to work with. Everyone was a pleasure to work with. More

I made an emergency visit on a Saturday afternoon, and was thrilled to be able to get immediate service. Danecia was terrific to work with and the service was done quickly and professionally. Couldn't be was thrilled to be able to get immediate service. Danecia was terrific to work with and the service was done quickly and professionally. Couldn't be happier with my visit. More

Chang Han and Tim Park were exceptional in their professionalism and assistance throughout my car buying experience. From the moment I stepped onto the dealership lot, their expertise and dedication professionalism and assistance throughout my car buying experience. From the moment I stepped onto the dealership lot, their expertise and dedication were evident. Chang Han's thorough knowledge of the vehicles and Tim Park's keen attention to detail truly stood out. They patiently listened to my needs and preferences, guiding me through various options with genuine care. Their articulate explanations made complex features easy to understand, ensuring I felt confident in my decision. Their professionalism was matched only by their genuine desire to assist me in finding the perfect vehicle. Thanks to Chang Han and Tim Park, I not only found the car of my dreams but also had a seamless and enjoyable purchasing process. I wholeheartedly recommend them to anyone in search of a professional, helpful, and truly outstanding car buying experience. More

Professional and competent. Have used Keyes Lexus service for 20 plus years. Bill Horvac is a service representative. Have used Keyes Lexus service for 20 plus years. Bill Horvac is a service representative. More