Keyes European

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

My experience was HORRIFIC!! I bought my first 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?!? Tha 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!!!! More

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 re 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 More

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 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! More

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 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! More

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 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. More