Keyes Lexus of Van Nuys Auto Repair Service

I am very impressed with the service department at Keyes Lexus. I had a very difficult problem and the team never gave up on trying to find the answer. Special thanks to Joe and Michael.

Joe was a great service provider, helpful and considerate.

Ali is a top notch service representative. He is the real deal. I am very pleased with the entire experience. Tom Saliba

Ali provided an excellent overall experience

I wasn’t completely satisfied and in my previous survey I told you why .. it had to do with the 2 1/2 hour wait for an oil change and inspection of a few systems and once out of the lot and miles away I tried to lock the car and the key wouldn’t work .. had to go back to the dealership in Van Nuys and get a new battery .. check the key and make sure it locks the car not just start it before handing the car back to the owner

He was a big help to me through a very difficult time and expensive repair. He tried everything he could to get my extended warranty to pay for it and when they wouldn’t he helped me to do a payment plan with 0 interest. I have only a small complaint with the loaner car people and having to buy the separate insurance. So, after being injured I was unable to return the car and everyday I incurred a 25.00 charge which was unfortunate as I didn’t drive the car for 2 weeks after I was injured on a job.

Danecia is absolutely incredible ! She’s always a quality service provider with a kind heart. I look forward to seeing her everytime I’m serviced !

All good

The problem was solved quickly, and accommodations were done to the highest level

Very good

Very happy with service. Thank you very much.

I was waiting for almost 4hrs

I came into to pick up my car and return the loaner. We have been in contact with Anthony regarding everything (the status of our car and the flat tire on the loaner). So when I arrived to speak to Anthony, I was told he was off for the day. I was then referred to another representative, who pointed me to another representative Danisha who then walked me to the cashier to pay for my service. The agent who then walked up to me at that moment and rudely with a brash attitude asked me “ what happened to the car” ( the loaner). I was trying to handle my payment and was on the phone with my husband. So I handed him the phone to have him speak to my husband, who was the main point of contact on all of the information. I did that because I felt “attacked and accused “, like I did something wrong. Not like a customer of Lexus. Understating the questions have to be added, but the way it was asked was not acceptable. After the payment process, we proceeded to go back to his office when he explained and incident report had to be filed and that has had to be put back into the car. I again understood the terms, but the way he explained it was accusatory. I then felt I had to keep my husband on the phone to support that we just got a flat, had the loaner sitting in our garage once our AAA changed to the spare. Again, once the flat happened letting representative Anthony know the details. We did everything correctly and again when I arrived felt like I was being accused. I went to fill the car up as suggested to come back to the dealership to be passed off to another representative. He also asked me “ what happened to the car” Walking around the vehicle like I did something wrong. I was then passed to another representative to retrieve my personal vehicle and in the end they couldn’t locate it. I was asked “ the year, model and make of my vehicle” Let me first say, that your dealership was not our first choice due to rudeness and unprofessional conduct (we saw you to get serviced prior) and decided to go back to our home dealership Santa Monica Lexus when I first purchased my vehicle. But due to the nature of the service needed recently, we were forced to come here. That is why the point of contact was my husband throughout the process. I had to pick up my car due to work conflicts on my husband’s end. So to say, this dealership experience was not a good one is disappointing..they are literally walking distance from our home. But, we will do what it takes , meaning driving to Santa Monica to receive the same consistent friendly service. Terry & Courtney Edwards

Thank you for a good service.

Anthony was extremely helpful, courteous, and responsive. He communicated quickly with texts and calls. He went out of his way to make sure everything was taken care of with my car, and is an example of our good service can impact a car’s brand. Might and day from my previous dealership experience.

The customer service provided was excellent

Bill is the best service rep ever!!

Thank you, Danecia!

None

Body of the car is falling apart due to some mild impact, like bumper on the roads. I am driving Lexus throughout my life, it never happened before. Thanks. I am totally satisfied with the services given by Joe.