Keyes Lexus

I went to dealership to purchase a used car and after a credit check, I was told I needed a co-signer or a minimum of $15,000 down payment in order to finance the loan. I feel the dealership should have ha credit check, I was told I needed a co-signer or a minimum of $15,000 down payment in order to finance the loan. I feel the dealership should have had provided me with other financial options. I have been a Lexus customer for seven year and this purchase would have been my third Lexus. You would think I would have earned the preferred customer status. More

About a year ago, Lexus announced their new CT 200h hybrid hatchback would be coming out the following year. I did my research then and became obsessed with the car. I had recently totaled my first Lex hybrid hatchback would be coming out the following year. I did my research then and became obsessed with the car. I had recently totaled my first Lexus, a 2007 Lexus RX350, which saved my life, so I figured I'd go with Lexus again. I did my research and finalized my pricing decisions. As time went on, it looked like Lexus was not going to supply the US with many of these CT 200h's; most were slated for the European markets. That, coupled with rising gas prices anticipated this summer, along with the tragic disaster that struck Japan, many dealerships were not only not willing to sell below MSRP, but were also starting to mark up their cars. I spoke with Sam Santoso, Internet manager, over email on several occasions. He told me he would beat any best offer I received from other dealerships. Keyes Lexus, which is literally a 5 minute walk from my house, was one of many dealerships I actually stepped into to make a deal. I had my numbers ready and was ready to deal. They didn't have the car I wanted exactly, so I moved up and decided to get the fully loaded one they had on their lot. I believe I went in on Tuesday, 3/15/11. Sam, the internet manager was leaving, so he said hi to me and passed me onto a sales associate. The sales associate was young and probably new, but we connected because of our age. Unfortunately, when it came time to deal, the sales associate had to pass us onto a more experienced sales manager, who played games and refused to sell us the car at below MSRP, which the internet manager had me believe we could make a deal. This was after weeks of dealing with several dealerships in the area. I was getting frustrated and fed up with the whole game. I would either get this car at the end of the month, or wait until the 2012 one came out so I could get a used one. The problem with Keyes Lexus is multifold. They foist a bunch of dealer-added accessory onto all their cars, and they don't give you the option of removing such add ons. Keyes Lexus is known to chrome ALL wheels of their new cars in stock. In fact, this is such a widespread problem that when other dealerships want to trade stock, the have to exchange the wheels as well, since Keyes does not stock unchromed factory wheels. Additionally, the sales managers seem to like to play games and do the whole runaround the customer. I was on the defensive the entire time I was in the dealership, which is unfortunate. Whether you've done your research or not, the sales managers will always find a way to make you feel inferior and will actually get so offended when you offer a starting price that is below MSRP. They need to understand that for an entry-level car like the CT 200h, they shouldn't be expecting major profits as they normally would with their higher-end models. I ended up walking out feeling frustrated, disappointed, and insulted. On Friday, 3/18, Larry Ellis of Vista Lexus in Woodland Hills got in contact with me to see how I was doing. I offered my price, but it was too low. However, the one thing Larry did right was to actually negotiate with me until we could both find a number that we would both be happy with. There was also a $1000 Lexus Loyalty Rebate that Larry was able to dig up and qualify me for, which none of the dealerships I talked to even mentioned. In the end, Larry was able to get me the car I wanted for $1500 off MSRP, fully loaded except for PCS/radar cruise control. The whole deal took 1 hour, which consisted of me filling out paperwork. Larry and I made a verbal contract over the phone prior to this and he stood by his word and did not try to pull any fast tricks on me when I actually arrived to his dealership a few minutes late due to LA traffic. The icing on the cake was, Keyes Lexus tried calling me 6 times while I was filling out paperwork. When I was in the office w/ Roger, who is excellent, btw, I finally picked up my phone and Sam, the internet sales manager who passed me off at Keyes Lexus asked me if I wanted to come in to deal. I happily told him I was at Vista Lexus filling out the paperwork for my new CT 200h and that he was too late. It's a shame Keyes Lexus has to resort to such low handed sales tactics in order to make a sale. I can't imagine how they'll treat me once I'm their actual customer. Matt More

Worst dealer in the valley, hands down. Looking to buy my first new Lexus, they gave me the worst sales tactics and sales pitch. As a first time buyer I thought I was being punked by Aston Kutcher. These my first new Lexus, they gave me the worst sales tactics and sales pitch. As a first time buyer I thought I was being punked by Aston Kutcher. These sales rep were rude and each time they brought up another HIGHER ranking manager, it got worst. I do not get how they manage to sell cars when they treat their customers with disrespect. These guys are horrible and I would not waste my time going over to KEYES LEXUS in Van Nuys. More

Consistently one of the worst Lexus dealers around. I have attempted to buy a Lexus here as I've bought 2 in the last 6 years. I've also gone with friends who are buying Lexus vehicles as Keyes is near have attempted to buy a Lexus here as I've bought 2 in the last 6 years. I've also gone with friends who are buying Lexus vehicles as Keyes is near my home. Each and every time they never fail to consistently treat customers rudely with horrible sales tactics. One - they run credit even before they allow you to see or test drive a car. No other Lexus Dealer (or Mercedes or Acura dealer) runs credit when you ask to see a car. Secondly, they use delay tactics and hold your driver's license to keep you in the dealership waiting forever in their offices while "they look for your license to return it to you." Finally, they use the hard-sell techniques of constantly sending in a higher "manager" to offer you a better deal three times over. Why Lexus doesn't cut these guys out of the network is beyond me. It's also stupid of me to have gone back over the years. I should've learned the first time that they are run by a franchise owner with no understanding of customer service. I'm sure Hyundai in 2011 will treat their customers better than Keyes Lexus. More

WORST CUSTOMER SERVICE IN SERVICE DEPARTMENT I EVER SEE IN LUXERY BRAND CAR. WORST DEALER TO WORK WITH !!!!!!!!!!!! I WILL NEVER BUY ANY CAR FROM THIS DEALER AGAIN !!!!!!!! I GOT CALL FROM DEA IN LUXERY BRAND CAR. WORST DEALER TO WORK WITH !!!!!!!!!!!! I WILL NEVER BUY ANY CAR FROM THIS DEALER AGAIN !!!!!!!! I GOT CALL FROM DEALER ABOUT RECALL !!!!!!!!! SO I TOOK APPOINTMENT RIGHT AWAY BECAUSE LEXUS HAS TO MANY RECALL. WHEN I GOT THERE SPENDING WHOLE DAY WITHOUT MY WORK THEY SAID SORRY THAT IS NOT FOR YOUR NEW LEXUS, WHICH I BOUGHT FROM THEM. MY OLD ONE I SOLD YEAR AGO. THAT IS TELLING ME THEY DO NOT KNOW WHAT THEY ARE DOING. OFFER NOTHING FOR WAITING MY WHOLE DAY !!!!!!!!!!!! More

One would think that they were purchasing an inexpensive car from this dealership. They double and tripled teamed you. They wanted to run a credit check before giving a quote and keep up undue pressure to car from this dealership. They double and tripled teamed you. They wanted to run a credit check before giving a quote and keep up undue pressure to make the deal. The price started way too high and they kept lowering it. They asked irrelevant questions like what monthly payment was I paying on a previous car that was leased. They talked down to potential customers and completly turned me off from purchasing a car at this dealership. More

I can say that I am old enough to know a good sales team that works together and one that does not. I was in the market for a new Lexus as mine is 10 years old and was from a Florida Lexus dealer. So needle that works together and one that does not. I was in the market for a new Lexus as mine is 10 years old and was from a Florida Lexus dealer. So needless to say it has been across the United States quite a few times. I started pondering around the internet and I found a cute slightly used Lexus, I was not too crazy about the color it is a dark blue and my preference is white or gold. Other than that it had all the gadgets I could want, and very low miles. I called the number on the bottom and tried to explain to them the car. It was not there any longer however the person on the phone was very polite and told me about a couple of Lexus they had on their lot. Set up a time for me to come down meet with a sales man and look at the cars we talked about. So I came into the Keyes Lexus in Van Nuys and met the salesman that sold me my new 2009 Lexus. The process went easy the first car I saw and test drove was the one I own now. They gave me great trade in value, and on the new Lexus they gave me a 1000 off the warranty. I can say that my internet pondering sure did payoff and made me enjoy purchasing a car again. Thanks Sam and Justin More

I recently brought the 2010 RX350 from Keyes Lexus just over a year ago and so far I love it and the service. I take it only there for service and sometimes just stop by and ask them to run it through the over a year ago and so far I love it and the service. I take it only there for service and sometimes just stop by and ask them to run it through the wash and vacuum. I am never given a problem. When I took my car in for a recall, I was given a loaner for a week without any issues and they even offered to pick up the car and drop it off to me, I was very happy with the service. When I am in the area, I stop by and have it washed and service department does it for me right away. While I sit in the lounge I am always offered a snack and/or beverage. So far, I have been really happy with all my service needs at Keyes Lexus... More

Ok this is my 2nd car personally in a year from these guys. My mother bought one when I bought my first one. These guys are great all around, mother bought a used Toyota which was easy and very painless. guys. My mother bought one when I bought my first one. These guys are great all around, mother bought a used Toyota which was easy and very painless. I bought a RX350 the first time and an IS250 the 2nd time both used. Both of the times very very very painless and great cars. No major problems with the IS250, the RX350 had a problem with a small part (not an easy thing to predict) they set me up with a nice rental and got me back in my car in no time. The IS250 looks and drives great and so does the RX350. If you want a good salesman, that will not jerk you around. Go down to Keyes Lexus and ask for Roger. All 3 cars I have got were bought with him there; the IS250 was bought with confidence. Roger has a wealth of car knowledge. The salesmen will make this experience easy and painless. I will continue to buy from this place. They know what car buying is all about. More

I have been a loyal Keyes Lexus customer since I moved to California over six years ago. My service advisor, as an ex-mechanic he really understands the ins and outs of your Lexus automobiles and yet as nece California over six years ago. My service advisor, as an ex-mechanic he really understands the ins and outs of your Lexus automobiles and yet as necessary he can explain repairs in layman's terms. Additionally because of this past experience he also really knows how to work closely with your mechanics too. He definitely has the perfect blend of skills and knowledge to continuously deliver superior customer service. I would imagine that I could go somewhere else to get cheaper service for my car. But when I come in for service I know I am in excellent hands at Lexus. Over the six years I have been coming to your dealership service has made sure I understood every scheduled or unscheduled service my 2000 Lexus GS300 has needed. I have never felt pressured or pushed to pay for something unnecessary or that I have been hustled. And when no problems where found I don't get any unexpected charges. Yes at times I pay more for service than I would pay at other shops but I feel that my car is in safe hands whenever I drop it off at Keyes Lexus Van Nuys. Even though I live on the other side of town it's definitely Keyes friendship and expertise that keeps me coming back to their shop. More