Keyes Toyota Van Nuys Auto Repair Service

Brent is an excellent member of your team I will continue to have a positive outlook for Keyes as a place for my automotive needs Sincerely Gerald W

Great service at keys Toyota. This is my second purchase with them and can’t imagine going anywhere else! The team is prompt and professional.

Paolo helped me to take the best decision

David is excellent! Thank you!

gud ????????????

easy to get and appntment and people thier is kind and approachable

Been taking my car here for oil changes and minor service for years. Staff and service manager are always friendly and helpful. Top notch service.

Eduardo is very professional, very helpful and very patient which sometimes I see people pushing him to get their cars soonest possible.To be honest if it wasn't Eduardo, I would of prefer to go another dealer service. Again thanks to Eduardo and thanks Keyes to keep him.

Great services

It was a good customer service

David was very professional and friendly. will definitely recommend the dealership

Giovanni was incredibly patient and kept me informed along the entire way with the process with my extended warranty company. He always is professional and considerate but this time he really went above and beyond with the service he provided.

Satisfied

Eddie has always been extremely helpful, he’s thorough and explains things clearly in a concise manner

Fast reliable service with no additional problems

Brenda aka Bo was very courteous and professional…excellent customer service!!!

Excellent service… Eddie was great…fast , efficient… got me a ride home because my service was going to take longer than an hour…and of course a ride back… I always feel Keys Toyota is really top notch and I was not disappointed this time

Very good servise

First off, I cannot stress enough how helpful and understanding Paolo was during the entire service process. I only have two issues with the service: the loaner car and picking up our car. Our 2012 Prius had to be at Keyes for longer than we expected, given that some parts had to be ordered. We were provided a loaner vehicle, but not on the day we dropped off the car. Given that it was a warranty issue, I was told Toyota needed to approve funding for the loaner for the week or so it would take to complete the repair. According to the warranty program, we should’ve gotten a loaner car the same day we dropped off our car, which was a Friday (1/31). Instead, it wasn’t until Monday (2/3) that we could get a loaner car. During the week we waited after, Paolo did call multiple times to update me on the status of the ordered parts and repair. The next issue arose when it came time to pick up our car. Paolo called me on Friday (2/7) and told me the car would be done on Monday (2/10). My girlfriend was available that day, so she made a 10:30 am appointment to pick it up. Before she left to Keyes, she called to make sure it was ready. She was told Paolo couldn’t be reached and that no one knew the status of the car. As a result, she did not go to her appointment to pick it up, believing it to mot be ready. Throughout the rest of the day, both she and I called the service department to see if Paolo could be reached. Nobody was able to reach him all day. I tried his direct line multiple times to no avail. I was told that the issue had been directed to the managers of the department. Finally, at the end of business hours, I was called by Paolo’s brother, who told me it was Paolo’s day off. He told me the car was already completed, and that the paperwork had been sitting on Paolo’s desk. At this point, it was too late to pick it up, so we had to wait until Tuesday (2/11). My girlfriend had some time before work to pick up the car, but when she arrived, there was miscommunication about what she needed to do in order to get the car. It was not clear that she needed to return the loaner, bring the rental paperwork to Paolo, then go sign more paperwork at the parts counter. She had to wait 15 minutes for Paolo to finish with another customer before she could talk to him, just to find out she needed to go to the parts counter. In total, she was there for over an hour and was late for work. While she admits that she could’ve been more direct in asking questions, or asking another tech, I believe it should have been clear what needed to be done in order to get the car. To summarize: 1. Though we were able to go a few days without the loaner, I believe we should’ve had it the day we dropped off our car. Luckily, it was the weekend, and my girlfriend did not need to work until Tuesday. 2. There should be more communication between the service department call center and the employees onsite. Nobody that we called could get ahold of Paolo on Monday (2/10), and as a result, the status of the car was in limbo. 3. A car should not be just one employee’s responsibility. If someone has a day off, which is a very common occurrence, a coworker should be able to answer questions about a car in service. 4. It should be more clear what is needed to pick up a car. Once again, it fell upon Paolo, as only he could complete the paperwork, but he is always so busy, that he inadvertently leaves customers waiting. I understand that it gets very busy at the service department, but there has to be more communication, and less reliance on a single employee, who only has so much time on his hands. Again, I reiterate how helpful Paolo was, but the situation from 2/10-2/11 left much to be desired from the service department as a whole.

It was an excellent experience dealing with Brent. He answered all of my questions and concerns with accurate and precise information. 100% will be bringing my TDR back to Brent for any services going forward. Thanks again, it’s been one of the best experiences I’ve had at a dealer service shop.