Unprofessional! . Dennis Murray, the sales manager had ZERO customer service experience and his sales associate ISLAM GAD evidently does not know anything about his business. We called Islam to discuss the purchase of a car. We provided him with everything he requested and he told us we were approved and to come to finalize the paperwork and pick up the car. We specifically told him that we were very busy and did not have time to waste, and asked if he was sure all the paperwork went through especially that we had to drive quite a ways to get there. He assured us that the financing and paperwork were ready for our signature. We even called him the morning we were driving to pick up the car and he said that he was waiting. We ended up driving from orange County to Van Nuys, two hours in traffic. When we arrived, the receptionist told us that Islam was at lunch and that the manager,Dennis Murray, would assist us. This was the most unprofessional man I have ever met. Without any apologies or explaining what occurred, he told us that our approval is not valid because this particular dealer does not accept capital one approvals. This was shocking, so if you don't accept approvals from that lender then why did you sales associate, Islam put the approval through them? To that question he had no answer and sat there smug not able to offer any explanation. He then offered a bank approval from a different lender with a much higher rate (16.99%from the initial 8.79%), and to that I told him that over the life of the purchase it was an increase of $14,000 and then had the nerve to tell me that there was also an additional $1,900 bank fee that e mst add to the sales price. So the sales manager failed to apologize, offer a solution or alternative to their mistake and was not even educated enough to explain what happened. I even asked for his manager but like a coward he would not provide me with the information and then he was rude and upset. Don't use them, they are inexperienced and have no respect for people's time. No one had the decency or professionalism to call us and Let us know that a mistake was made and please do not drive all the way here until we fix it.

Was this review helpful to you?    Yes | No Thank you

The only reason I gave this dealership above "Very Bad" is because of the great service I received from Patrick my sales rep and Jeromy the Sales Manager.

In January my family and I purchased four Mercedes Benz from Keyes within a two week time period. Again, Patrick and Jeromy were awesome!

I did a lot of research before purchasing our vehicles. I found that the deals were pretty much the same all over. I chose Keyes because of the geographic location so we would have easy access to the complimentary car washes. This to me was a major selling feature and decision maker of where to buy my vehicles. This went great for about three weeks when suddenly the program was discontinued. I went in one day to get my cars washed and was told that the program had been discontinued. Not even the sales staff was aware of this. I was told that it was decided to discontinue the program by Simon Sarriedine the General Manager. I wrote him a total of three emails asking him to reconsider his decision and never even got one response. I had to go to the dealership on another matter and decided to stop by his office.

I must say that I have seldom met or experienced an individual more arrogant and condescending than Simon. He really gave me the feeling that he could not be bothered. He told me that he had had some customer service issues with the car wash program and therefore decided to discontinue it. I was disappointed that he rather discontinue the program than deal with his customer service issues. When I expressed that he said to me very condescendingly , "Look if it makes you happy, then come see me every couple of weeks and I'll get your car washed". He obviously does not get the point... I don't want to come and "beg" for a handout to get my car washed, I want what was promised to me when I made the decision to purchase $200k worth the vehicles from them.

Well Mr. Sarriedine you have just lost a customer that in about two years will be ready to trade in four pre-owned vehicles for new ones. Perhaps your competition at Mercedes Benz of Encino will appreciate my business more. You are fortunate you have staff such as Jeromy and formerly Patrick that do not follow the example of their leader when it comes to dealing with customers.

Michael "Andreas Thompson

Was this review helpful to you?    Yes | No Thank you

My experience was HORRIFIC!!

I bought my first Mercedes from Keyes and received great service, so 3 years later why not go back and upgrade?!? That's were I was sadly mistaken.. I live in Corona, Keyes is in Van Nuys (63 miles to be exact)... I was approved over the phn and we agreed upon a down. I get there everything seemed to go pretty smoothly until financing gets involved now they want $3000 more down.. I am there so I agree...4 hours later finally drive off with the car....

Well 3 days into having my new car I get a call saying good news and bad news (to me it was all bad) Come to find out the Bank wants $4500 more down and my payments go up... Obviously this was not going to happen so I told them to come pick up your car.. After a lot of back and forth as they were NOT trying to work with me they finally agreed to have my original car towed to me and they picked up theirs. This was a week later... in between it was many many calls from me to them on status and their excuse was always the tow truck company. Mind you after all of this they charged me for the tow....

Mercedes was not willing to make this an easy process or work with me at all. I get my car back come to find out they took off my NEW plates (did not send them with the car) left me with NO gas (it was completely dry) they still have my 2nd set of keys and to top it off the service lights on when I started my car. UGH is all I have to say... I will NEVER buy from KEYES again!!!!

Was this review helpful to you?    Yes | No Thank you

To whom it may concern: Before buying a car i'm like everyone else I read reviews and base upon those reviews I make an educated decision. And to be honest I wasn't impress with some of the negative reviews I had read about Keyes Mercedes, left me very very skeptical. I live in Portland Oregon, and before flying down I had called Solo who works for Keyes Mercedes and had negotiated everything via phone (Keep in mind I was very skeptical) and even consider not flying down. But i'm a man of integrity so I kept my word. Arrived in Burbank on a Friday, Solo was there waiting for me. So to make a long story short. Unlike most dealerships I have come in contact with in the past they just tell you what you want to hear to get you into there dealership and then once your there things change. This wasn't the case. Everything that we had discuss over the phone was the same when I got there. There were no games what so ever. Keyes Mercedes has my business for LIFE. EVERYONE WAS VERY POLITE & HONEST dont believe the negative reviews Christopher Blair I recommend Solo for your next purchase of buying a Mercedes. You can call Solo directly @ 310-999-2664

Was this review helpful to you?    Yes | No Thank you

I am 110% satisfied with the level of service that James and Keyes Mercedes provided me. Keyes Mercedes is amazing! The new facility was huge, clean, and the staff was professional and courteous.

James Garabet assisted me in the purchase of my car. James was very funny, friendly, knowledgeable and he took the time to listen to what I wanted. I explained to James that I had an extremely busy schedule and did not want to waste time if they did not have what I wanted. He made my life easier by communicating with me by phone after visiting the dealership a few times. James was able to help me purchase the car I wanted at a great price. I really loved the fact that the transaction was completed in a time efficient manner. Thanks James and Keyes Mercedes!

I even received a thank you call from James the following day after my purchase (How often does that happen!?). I feel like he and Keyes Mercedes truly cared about my happiness! I can honestly say I enjoyed my purchase experience with Keyes Mercedes and I will return here again for my next car.

If you are in the market for a new or pre-owned car, I highly recommend James at Keyes Mercedes.

Sincerely

A Very Happy Customer!

Was this review helpful to you?    Yes | No Thank you

Had my grandparents in from out of town, had received many calls prior saying they could do the same deal on my car (previously bought from then) 2012 a 2013 model for the same monthly payment (6 phone calls over 3 months) only to my disappointment to find out 3 hours later in the dealership that they wanted to increase my payment by $200 per month. Never would've gone if what was said wasn't true. BUYER BEWARE! GET IT IN WRITING BEFORE WASTING YOUR TIME!. Dealt with Gary C.

Never was looking to actually make a deal, but again the salesman called me 3 different times telling me he could get me in a new car for the same amount I was paying with 0 down only for me to find out that when I got there that it was going to be $200 per month higher. Keyes sold me the car I'm in now (2012 C250 coupe) and they told me when I originally bought it that I could trade it in early with no hassle. My relatives were with me and also witnessed them promise this.

The bottom line is that this dealership will say anything to close a deal and say anything just to get you in the front door. BE CAREFUL AND SHOP AROUND!

Was this review helpful to you?    Yes | No Thank you

Coming here for service was much more pleasant than sales. Simply put, service w as classy and short-n-sweet. Karin was my service adviser and did her best to make everything prompt (there were a few hickups not due to any of her fault). I got an alignment issue looked at and even worked on in a very quick time. Although my problem persists, I understand from her (and the dealerships perspective) that there's nothing you can do. The pulling to the right is almost always due to alignment or tire pressure.

although there is one other dealership closer to my house, I wouldn't mind bringing it here for service if this type of attention and service continues.

Was this review helpful to you?    Yes | No Thank you

All dealerships likely have some measure of dishonesty, but Keyes European takes the prize in dishonesty. There is absolutely no shred of integrity, truthfulness, or anything good about this dealership. If you are a buyer, stay away, even if you get quoted less here. At the end of the day, they won't honor any price they give you, whether it's for financing, trade-in, or the car itself. They will try however they can to cheat you, rip you off, and take your wallet. If they quote you $5k off sticker for example, they will try to make it up on "other fees" at check-out. If they promise you $60k on the car, when it comes to signing, they will then say that they can't do it at $60k anymore, but that it's $62k. Don't waste your time and take your business somewhere else. These people are something else. Car salesmen are a lower form of life so beware, but be especially aware of these folks. Their ill reputation is extremely well-deserved judging by them.

Was this review helpful to you?    Yes | No Thank you

It was very easy working with Nick. I call Nick to request a ML model. When I arrived to the gorgeous showroom,he assisted me with the test drive and getting my vehicle ready. Nick fully guided me through all the features and assured me, if I had any questions to just give him a call. I enjoy working with Nick for his expertise and honesty.

Was this review helpful to you?    Yes | No Thank you

I loved my experience at Keyes. I came in looking to buy a new car and was not really sure what I wanted. I was immediately greeted by a salesman who helped me find exactly what I wanted and in my price range!

Was this review helpful to you?    Yes | No Thank you