Keyes European

Extremely poor quality control and focus on slick sales Where to begin... Overall, it honestly ranks as the worst experience I've ever had. Let me explain. My wife and I purchased 2 cars from this plac Where to begin... Overall, it honestly ranks as the worst experience I've ever had. Let me explain. My wife and I purchased 2 cars from this place and both were returned in the span of 24 hours. BOTH were returned. I fully recommend this place if you like the feeling of needing to take a shower after having talked to these people... The facts : Sunday 5/18, Car 1 : 2011 c350 : We discovered after we got home that the passenger front door did not lock despite it being cpo inspected. Also, The sales guy, Reza, gave us the wrong 2nd key as it did not work for that car. Driving away from Keyes, the tire pressure warning came on, which was our first clue... When we took it back Reza, in his INFINITE technical car wisdom, explained that this happens when the temperature changes. Apparently, there must have been a major shift in temp from the test drive 2 hours before... Seriously Reza ? SRSLY ? LOL That night I tried the 2nd key. The remote nor the physical emergency key worked... wrong key for the car. Would a more competent staff have checked before confidently stating "Here is your 2nd Key" ? I also discovered that the passenger front door lock failed to lock. Whatever my car buying skills, you MUST also ask How Did That Pass CPO Inspection ??? Monday 5/19, Car 2: Returned car1 Monday morning to get issues fixed. Decided to leave car with service but, after some thought, we decided to exercise the cancellation option. VP of sales parachuted in and saved the deal by offering a 2012 c250 that we test drove for 28k after haggling on price after having found a comparable on my iPad ( right as were were talking price ) at another dealer as leverage. Now read this next part carefully : ***We were about to take delivery of Car2 when we discovered the prep team damaged the hood by taking clear coat off a big spot on the hood and leaving swirl marks in the paint around the car. *** Wouldn't a competent dealer have avoided this by not having a sh-t car prep team / operation ? (if the dealership says it was already there, then how did THAT pass the all encompassing CPO inspection process they continually use as the answer to any questions about the car ? Makes you wonder, huh ? ) At this point we were utterly disgusted, done and left with the strong inclination that we needed that shower.... HERE'S THE THING : All throughout the ordeal every person we spoke to from sales guy to top mgr had the "it's ok, we can fix it" attitude NOT REALIZING THIS IS A POOR STANDARD FOR CUSTOMER SERVICE and that all of the "fix it" issues add up to a bad experience for the customer. ** A TRUE CUSTOMER FOCUSED OPERATION WOULD REALIZE THERE SHOULD NOT BE ISSUES TO FIX (and casually disregard with "we'll just fix it") Or, at least not disregard EVERY SINGLE 1 WITH A "well just fix it" answer ** I HAPPILY paid the rip off $500 restock fee (was only $250 at the dealer we ended up buying from) just to get the Heck out of there, at that point. BTW, Keyes inflates prices for back end items like extended warranty, restock fee, etc.... Found this out when the dealer we did buy from gave us their prices for the exact same items. There is a standard of customer service that nobody at Keyes European even knows exists... I would give them a dollar so they could buy a clue but I doubt they could manage the transaction without messing that one up too. I got nothing but lies and "don't worry about it" from the "slick" sales guy , Reza, and nothing but apathy and incompetence from everyone else except Stan the vp who tried to save the deal. He was ok. I honestly don't comprehend how they can run a business like that. We ended up buying today from another dealer who gave an experience diametrically opposed to that of Keyes European. The good dealer offered to show me the CPO inspection report, they disclosed and answered every 1 of my questions with the actual data and not "You don't have to worry about this car, It's certified!", they actually were pleasant to talk to (i.e. There was no 'slick' vibe and dismissive attitude as was present at Keyes). Full disclosure bred confidence in my wife in I that we were making a good deal. Keyes, from our experience, does not appear to be able to even comprehend that approach. Whatever I should have / could have done as "The buyer", the un-refutable facts from my time at Keyes Euro is that they : 1) don't care about quality in their inspection process (rendering the vaunted 'CPO certification' as worthless as the paper it's printed on) 2) Have no concept of Customer service beyond the slick "It's no problem / don't worry about it" sales line 3) Have a laughable vehicle delivery process which speaks to the poorest operations execution I've ever seen at a Mfr dealership. P.S. I have the sales contract from Car1 and Car2 to prove it and can post to photobucket, etc. and add that URL to this post. My experience points to a systemic problem at Keyes Euro which nothing short of a complete overhaul of process and people will remedy. They are apparently focused on 'the deal' (getting the $) and don't realize that having the BASICS down - Not messing up your own Cars - Doing ADEQUATE CPO inspections - Knowing the ACTUAL answers to customer questions, - Not having a DISMISSIVE attitude - only caring about the DOLLAR) will result in increased sales. The staff I dealt with seemed like a bad wannabe copies of slick Wall Street con artists. More

I went in looking for a New car and Gabriel the internet manager helped me find the perfect car and got me a great price. I will always come back to keyes mercedes as long as Gabriel works there. If you a manager helped me find the perfect car and got me a great price. I will always come back to keyes mercedes as long as Gabriel works there. If you are in the market for a car and not looking for hassel go see gabriel! More

My initial visit to this dealership was extremely disappointing as my warranty issue was ignored and I drove the car home in its broken condition. It doesn't feel good to leave a MB dealership like disappointing as my warranty issue was ignored and I drove the car home in its broken condition. It doesn't feel good to leave a MB dealership like that. MB Corporate encouraged me to return to a dealership so I chose this one because Karin the service consultant was respectful and understanding, though there was nothing she could do at the time (I guess). Since then I have been back for service and issue and Karin has been good to me. I don't think highly of their mechanics at all but with Karin on my side, I could bare it. The sales staff here were OK, though at one point our Armenian sales guy began using all sorts of absurd slang with us in the car as if he just turned a switch and was mr ghettolicious or something. Need less to say, we didn't buy from here when we were shopping but a good friend of us did from another sales person. More

took the car to service here and what a regret!!! Horrible HOrrible Horrible!!!! DO NOT EVER TAKE YOUR CAR HERE TO SERVICe. THERE are raciest people working here like Karin Kazanjian who will not giv Horrible HOrrible Horrible!!!! DO NOT EVER TAKE YOUR CAR HERE TO SERVICe. THERE are raciest people working here like Karin Kazanjian who will not give you the proper service just because she's jealous that you're driving a $100000 car and she's not. More

The salesman lied to me from the minute that I set foot in the door. Tried to talk me into buying a car he had there instead of me ordering what I wanted. They told me that they'd take care of the insuranc in the door. Tried to talk me into buying a car he had there instead of me ordering what I wanted. They told me that they'd take care of the insurance info and transfer the information to my insurance company. They didn't do it and then denied ever saying any such thing and called me a liar. I ended up buying an E350 and when I took it in for expensive repairs, they failed in their attempt to fix the car and I still have the same problem. This place stinks and I rue the day I decided to stop there. Beverly Hill Mercedes was everything these guys aren't, like competent and friendly. More

Worst experience ever. Do NOT go here unless you want to be ripped off and mistreated. Worst customer service. Waisted my time. In the middle of signing paperwork once everything was agreed on they said sor be ripped off and mistreated. Worst customer service. Waisted my time. In the middle of signing paperwork once everything was agreed on they said sorry we can't do the deal. By far the most unprofessional situation I have ever been in. Worst dealership go anywhere else but here. They are liars and try to cheat you. No recognition of customer service whatsoever. More

I was finally ready to purchase a Mercedes, after saving for quite some time. I chose Keyes Mercedes because it "looked" like a dealership that would give me quality customer service. Also, I lived about for quite some time. I chose Keyes Mercedes because it "looked" like a dealership that would give me quality customer service. Also, I lived about a mile away. My Mom had purchased a Mercedes a couple months before and had visited Keyes Mercedes / Keyes European first but did not like the customer service, she felt that the people in sales were snobby and the reps was not warm and welcoming so she ended up buying her vehicle from Mercedes in Encino. Now that I was ready to purchase, I figured I give Keyes a shot. I ended up walking in, test drove a car for about 2 miles and bought the car. All seemed smooth, thought I got a decent deal, without having to do my research on different dealerships and came full circle. The next day after I drove my brand new GLK 350 off the lot I noticed the car was jerking me to the right and in order to drive it straight, the steering wheel was not straight. I had thought that maybe the car needed a wheel alignment. Two days after I purchased the car, I called my sales rep Johnny Cashiola, it took almost a week to coordinate a time for me to bring my car in to get serviced. Because it was so difficult to get in touch with him, I had to call his supervisor to get a call back. Almost 1.5 weeks after I bought my brand new car, I brought the car back to get serviced for a wheel alignment. I had to take time off from work, to get there in the morning and had my sister wait for me as a loaner was not provided. They kept my car the entire day. That evening I picked up the car and drove it off the lot, the problem was still there and there was no improvement. The next morning I brought the car back, spoke to the person assigned to me in service and explained the situation again. He had me drive the car with one of his service guys which I did. The service technician confirmed that there is a big problem with the wheel alignment and the steering wheel. He assured me he knew how to fix it. I left my car at Mercedes European for another full day again and this time informed them, they needed to give me a loaner which they did. Later that evening, I went to pick up my car again. AGAIN, the car still had the same problem, nothing changed. I was so upset at this point, I now felt as though the dealership did not know what was wrong and did not know how to fix the problem. I felt at this point, that the problem is more serious than just a basic wheel alignment. For the third time, I brought the car back and spoke to someone in service by the name of Anthony. He assured me there was nothing wrong with my brand new car. I asked if he had test drove it himself, he said no. I told him that there is something wrong and the vehicle is unsafe to drive as it's pulling me off the road. After about an hour of convincing, he had arranged for his head technician, Angel to sit in the vehicle with me again and show him the issue as it seemed no one believed me. Angel confirmed that there not only was a problem with the wheel and the steering wheel but the breaks as well! Remember, Angel confirmed this after I had ALREADY brought the car in two other times and people in service assured me the problem was fixed. He said without a doubt he will fix it and not to worry he will make sure it's fixed "this time". At this point, I was so tired of the back and forth and just wanted to come full circle. I spoke to the general managers assistant, Lacey and explained the entire situation. She later that day agreed to switch me into another car. I thought, this was the best news as I did not feel comfortable owning the first car I bought after so many services. That weekend, I came in and worked with Johnny Cashiola, my original sales rep, and Paul Tetreault the head of sales; they were unable to find the same vehicle for me. They tried to sell me a vehicle with less options, I said I wanted all the options I had in the previous vehicle. They said they will have another one coming in in a couple weeks but it's more expensive. I told them, I couldn't afford to pay more. I left that weekend without a new vehicle. I informed Paul Tetreault, that I am open to three options, either add all my options to an existing vehicle they had in stock, switch me to the more expensive vehicle for the same price or order me a new one and I will wait. He said that he will definitely work on one of them and it should not be a problem. After almost 2 weeks of radio silence, Paul calls me saying that he has great news. He informed me that service finally fixed the car I had originally bought. I was done with that car. God knows what they patched up to try and fix the real issue. I lost confidence in that car. I had no interest in owning that car. Would you spend $50,000+ on a brand new vehicle that had to be serviced 3 times still having issues and sitting in a service garage for almost a full month?? Paul informed me there was a nail in the tire and that's what caused the problem. Anyone who owns a Mercedes knows that the vehicle will alert the driver of any issues, especially an issue with the tires and the balance being off. I lost my trust in Keyes European completely after that phone call. At that point, I had asked for my money back. All I wanted to do was go elsewhere. I had wasted so much time with Paul and Johnny and the run around was just too much for me. They were not willing to switch me out in a vehicle I wanted nor did they seem interested in ordering me a new one so they finally just gave me my money back. It was tough getting my money back. Paul had insulted me, he said I was being unreasonable. Johnny was MIA completely. Simon the general manager seemed uninterested in making good on a bad deal and bad experience. He seemed annoyed and made sure I saw it and my family did as well. I did not feel like a customer at all. I felt for the most part, totally uncomfortable and unappreciated that I had chosen Keyes over all the dealerships in LA County. They acted as though the car they sold me had no issues and everything I went through was "not a big deal". It was a horrible feeling, trying to convince them that buying a car should not be this difficult and people should not have to go through what I went through especially when buying a Mercedes Benz no less! The worst part, I had traded my toyota in the original deal. I undersold it, but because I wanted to get a new Mercedes and thought, I didn't have the patience to deal with selling my toyota on my own. When I traded them the car, I informed them I was still waiting for the title to come in the mail, as the car was paid off but there was a hold up at DMV. They said it was fine and that they will wait for me to get the title later and continued on with the original purchase. Now that the deal was canceled, they refused to give me back my toyota and refused to pay me for the trade value until I gave them the title, a document that was held up at the DMV. My hands were tied and I had no car to drive to work. The most terrible, exhausting experience ever!!!! I just bought my new car on Friday, it has $3,000 more features than the one I bought from Keyes European and I'm only paying $500 more than Keyes price! I definitely got a MUCH MUCH better deal than Keyes European. It is everything I was looking for an then some! The sales guy at the other dealership Mercedes of Anaheim was absolutely fantastic!! He was honest and a straight shooter. I felt 100% comfortable every step of the way! I couldn't say that for Keyes Mercedes. By the way, if you ever consider going to Mercedes of Anaheim, which I TOTALLY recommend, ask for John Gray. I am still waiting for my title in the mail and I'm still out the money that Keyes owes me. It is quite a mystery why they felt it was ok to not only keep my toyota but also hold my money. I should also mention, the vehicle that I had an issue with, Keyes put on sale on their website as a "new" car. I know it was the one I purchased because I matched the VIN #. Now that's pretty shady! I would highly recommend NOT purchasing a vehicle from Keyes European. My KEYES experience was absolutely terrible. More

Biggest cheaters on earth, from manger to sales man every one. Worst customer service, very rude manager and sales mans,I bought the 2012 GLK, I selected the car with premium package, but I wanted a car in one. Worst customer service, very rude manager and sales mans,I bought the 2012 GLK, I selected the car with premium package, but I wanted a car in different color, they showed me a different car with the color I want, stating that the car comes with premium package and has all the same features, but after buying it, I noticed that it was missing almost 10 of the original car's features. It would be better to buy a car off the road than buy from these people. These people are untrustworthy and if you do buy from them they will definitely cheat you somehow. Once you have bought a car from them they will treat you horribly. They first cheat you and then curse you. Never buy a car from these disgusting people unless you want countless nights without peaceful sleep. They never let me test drive the car that I actually bought, and repeatedly assured me that the car had the same features as the first car that I had wanted. The only difference, was the car's color. Also, when I tried to resolve the matter with the manager on duty, he snatched the paper from my wife's hand, threw it into the trash, and began to yell at us with VERY bad language. Afterwards, we attempted to resolve the matter, and even your legal department sent us a letter saying that we may return the car, but once we got there they refused to honor the letter. If anyone wishes to see the letter from their legal department, I can still post it up for them. More

Unprofessional! . Dennis Murray, the sales manager had Unprofessional! . Dennis Murray, the sales manager had ZERO customer service experience and his sales associate ISLAM GAD evidently does not know 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. More

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 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 More