"Terrible Terrible Terrible Terrible"

Stay away from this place worst customer service these people should be selling used cars in Tijuana. I bought several cars from there in the past and I referred several friends to them they dont understand any loyalty I would stay away from these people worse worse experience of my lifetime.

"Bad Customer Service."

I just have to say one thing that this dealership ruin the reputation of Mercedes Benz.

"Buy A Benz, But Dont Trust Keyes In Van Nuys, Ca"

Regarding a new Mercedes lease. Dealt with the Manager: ELAN Y. Salesperson: MOE N. Short story: the new vehicle is fine, the customer service and business practices of this dealership is extremely poor and does not adhere to the Mercedes Benz brand. Go with a Benz vehicle, but use any dealership other than Keyes European in Van Nuys. Longer story: I returned my previous Benz leased vehicle to get into a new Benz lease. I like the quality of the MB brand. During the negotiation, I pointed out specifically that I just made a lease payment (which was auto-deducted from my bank account) a few days prior, on the car I was returning. As with any car brand, and your car, the lease payment you make is for the month upcoming/in the future. Keyes European verbally agreed they would reimburse me that payment I just made on the old car, and cover the remaining payment to get me into the new lease. This is very black and white. I dropped off my old car and signed it away. I had already paid for the upcoming month on the old car so naturally I wanted to be refunded that amount, as I immediately started a lease payment on the new car. I was not going to pay for both vehicles simultaneously, especially when only one was in my possession. Moe explained that since I made the payment already to Mercedes Benz Financial headquarters, Keyes dealership will send in an extra payment to headquarters, then MB headquarters would reimburse me. Weeks went by and I was repeatedly reassured not to worry about it, the paperwork takes time, we’re on top of it, etc., etc. I finally called into MB headquarters and they never received any extra payment from this Keyes dealership. MB headquarters explains that the dealership needs to be held accountable. Again I reach out to Moe, and get more excuses. I finally get to the Manager, Elan, who flat out refuses to resolve this issue on any level. He states that “I got a great deal,” “we can do nothing more for you,” etc. Elan finishes up with “you want your last payment back, then you return the new car.” ... Deep and insightful customer service right there... This dealership flat out broke our agreement, and their word means nothing. They only care about quickly closing a deal.

"Potential Buyer"

05-05-2016

Internet car sales should like internet dating. The girls with no photos get very few dates. It cant be that expensive to add photos of the cars. The more cars with photos, the more cars sold.

"Treated Me Like A "stupid" Woman And All Talk No A"

01-21-2016

My experience here was not pleasant. I went there looking for a 2014 SLK 250 they had advertised. I test drove it and then when trying to negotiate terms with "Johnny", they were trying to seriously low balling me on my trade in value of a 2014 CLA in excellent condition with every option you can have on it and lower than average mileage. I showed them the KBB I printed out for my car, and they still wanted to give me about $5000 less than the trade in value per KBB. Then the "manager Elan" came over and try to be slick with me and I wasnt having it. I was not going to make a rash decision. He also was trying to get me to commit to a 2016 SLK which was about $20K more. The manager "Elan" said how about I email you in the morning stats on buying and leasing both the 2014 and 2016 SLK. I agreed to that and told him, I get a good deal here, then you will have my future business in car(s) buying. Well the next morning came, no email. I emailed the manager "Elan" to remind him of his promise and to make sure he had my correct email address.....no response. I waited 2 more days and nothing. So I went to another Mercedes dealership and got treated like a queen and an awesome deal. Then the day after I bought my new car, a E350 Cabriolet, this dealership salesperson "Johnny" texted me saying the manager "Elan" was working on emailing me everything about a GLE450. What???? I texted back and said I was no longer interested in dealing with this dealership, I never was interested in a GLE450, and the manager "Elan" ignored my emails and never followed through on his promises. I got a nasty text back saying that I, that day, requested information on the GLE 450. I told them I did not email you that day, I never asked about that model, and I had already been to another dealership and was treated awesome and bought a new car the day before. You obviously have my information mixed up with someone elses. OF course no text returned after that. Really? So you can try to follow up with what you promised me, with another customer? So I wasnt important enough and my money wasnt green enough for you all. I will never deal with this dealership again, and never recommend anyone to them. I buy Mercedes every 2-3 years and stay loyal to the dealership, they missed out on a lot of present and future business because they kept no promises to me and blew me off.

"My Car Buy Experience"

I ROAD DOWN FROM ELK GROVE...TO BUY A CAR NAVID AN THE FINACE DEPARTMENT WERE OUTSTANDING...I PURCHASED A 2012 S500 MERCEDES AN IM TRULY SATISFIED AN HAD TOTAL ALL MY FRIENDS WHO ARE LOOKING TO PURCHASE A NEW BENZ..I HAD TO GO BACK WITHIN 6 MONTHS TO GET SOME PAINT WORK DONE..AN IM LOOKING FORWARD TO IT..IM HAPPY

"Bad Sales Experience. Systemic Problems At Dealer"

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 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 the sales guy, 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 ? 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. *** Wouldnt a competent dealer not damage their cars ? (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.... HERES THE THING : All throughout the ordeal every person we spoke to from sales guy to top mgr had the "its 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 "well 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 "dont 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 dont comprehend how they can run a business like that. We ended up buying 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 dont have to worry about this car, Its certified!". They had 2 chances and blew both.

"Simply The Best!"

I went in looing for a new CLA and had been in contact with the Internet Manager Gabriel. He greated me at the door, thanked me for my business and quickly offered me a complimentary paistry or coffee/water. He then went over everything I was looking for in the vehicle and showed me the exact vehicle that would match my needs. After I test drove the car he asked me more questions to ensure this was the vehicle for me. Not once did he rush me into numbers but actually took the time to ensure I was making the right choice. To my surprise the C-Class was actually more appealing to me. Gabriel went through the features and benefits of the C-Class and I ended up getting that car instead. He was very polite and honest, there was no back and forth on numbers and for that I am most happy. I will only buy cars from Keyes European as long as Gabriel is there to sell them to me.

"Terrible Advertising!"

08-10-2013

If you advertise on Cars.com and other web pages you would figure that it is intended for buyers that may be within or outside their market. The only reason I gave 2 stars to customer service is because Mario the sale assistant that called me was very friendly. He mentioned he would try to get a certain price with a sales manager and return the call. I got a call from a sales rep, after spending some time looking at the pictures and details of the car I was told they do not sell outside of their local market. It would help if they would disclose this in their advertising so that people dont waste their time calling and leaving messages, sending emails etc.

"Biggest Cheaters"

07-31-2013

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 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 cars 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 cars color. Also, when I tried to resolve the matter with the manager on duty, he snatched the paper from my wifes 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 post that up for them as well.

"Dishonest Dealership"

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 dont 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. Dont use them, they are inexperienced and have no respect for peoples 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.

"You Lost Me As A Customer..."

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 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 Ill get your car washed". He obviously does not get the point... I dont 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

"Great Experience"

I inquired about a E350 and made an cash offer on the vehicle. Offer was accepted and once I arrived at the dealership I spoke with Jeff (Manager) and Nate (Sales Associate) and drove off the lot with the EXACT price as promised!! Great Dealership, would buy from them again!!

"Buyer Beware!!! Horrible Expereince With Keyes!"

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 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 wouldve gone if what was said wasnt 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 Im 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!

"Poor Dealership, Great Car"

I tried to purchase an e350 from this dealership last Christmas. Would not honor price, said i was too late already sold, then later posted the car with a much higher price, three weeks later back at lower price. Just jerking people around. Customer service was a joke. I did purchase the car one month later online from another dealer. So beware this company indorses bait and switch practices.

"Excellent Experience"

Keyes European is probably one of the Best dealerships, if not The Best automobile dealership Ive ever had the pleasure of doing business with. Everyone from their sales representatives to their finance people, especially an individual Ive had the pleasure of working with when applying the finishing details of my lease. Ms. Diana Audish is not only extremely professional, but also very courteous we well as knowledable of every aspect of lease and purchase options and arrangements. Needless to say, I am a very happy owner of a new Mercedes and will always continue to recommend this dealership to all my friends and associates.

"Not Recommended,,,incompetent Personnel"

07-25-2012

Attempted to inquire via internet, but did not receive contact until 2 days later. When contact was received it was not relevant to the car that I was searching for. Visited the dealer over the weekend and met with a salesperson that was able to get us a test drive a comparable vehicle. When asking for the specific vehicle that we were interested in he stated he would have to check his inventory, but wanted us to start filling a credit application (this is nonsense). After 30-minutes of waiting he brought a "manager" back who was not pleasant. This guy made comments on he had a similar vehicle that we were looking for but sold it earlier in the morning and that he would need to send someone to the storage to check if there are any similar vehicles (what is the inventory system for?). After a long while we asked them to contact us when they receive information on the status of the vehicle, to which they agreed. We received calls for the next couple days asking if we were still interested as they were still searching for the car. We ended up locating and purchasing the vehicle somewhere else. We received a call afterwards stating that the last car with our options was sold and that they would be receiving a similar car the next week, to which we declined. After all of this we finally received a contact from the Internet Sales "manager" requesting information on purchasing the vehicle. After explaining to him that we were not interested he made derogatory comments regarding the sales people at the dealership and that we should only deal with him because he is a "manager". At this point I decided to no longer do business with this dealership again.

"The Only Car Salesman To Ever Buy From"

08-01-2012

If you have ever been a client of Peter LaMonicas its very likely you have a relationship for life. Like your accountant, doctor, insurance representative and family attorney he belongs on your permanent list. You have never had a trusted advocate and friend in the automotive business where you are always number 1 and have a counseled representative on your side for life until you become one of Peters clients. You owe it to yourself and your friends and family to contact him at Keyes European Mercedes Benz.

"Great Service"

05-30-2012

First time coming to the new dealership. I have always been coming to Keyes Mercedes benz for years. Im glad to see their new building come together very nicely. My advisor Donald is great, him and his technicians are very friendly and always updating me on my car. Waiting area is bright and beautiful.

"Does Not Honor Prices"

05-30-2012

Confirmed the price twice of e350 stock 361742. Setup to put deposit down and was told car was sold. Next day for sale again and price over 10k higher. Advertised price and email with "out the door price" was not honored, beware of the ethics of this dealership. General Manager Simon Sarriedine did not return call or email to correct the situation. Therefor he must condone this practice. Waste of time, you could be next!

"By Hambo"

05-30-2012

A sales consultant; Rosalyn Nosrat; did excellent job. With her excellent service and knowledge she helped me to figure out the best for me and I came to home with my new 2012 E-350.

"Best Car Buying Experience!"

05-30-2012

Im always in a new lease every 3 years.... although I love to be up to date with cars... its not always a pleasent experience. It was nice to see a GIRL taking the car sales-person role for a change! I walked into Keyes Mercedes and was greeted by a pretty young lady. She was very professional and courteous. Best car buying experience because it was the 1st time I didnt feel pressured into a lease. Fast happy process, I was in & out thanks to the sales girl Rozlyn & the finance people were easy to deal with too. My car was ready as soon as I stepped out with my papers.

"Shopping For A New Car"

I went to Keyes in hope of buying a new car and the service was absolutely wonderful. A salesman greeted me instantly and helped me to figure out what would work best for me and fit my price range.

"Parts Department"

The parts department was a little tricky to find because it is underground. Although the staff were very friendly and directed me to the correct counter. I was not sure if they had the part I needed, i have been trying to find it for some time now. The guy at the counter was very helpful and knowledgable with the part I needed. I was actually stunned by his knowledge. I am definitely glad I was referred to Keyes European.

"Outstanding Customer Service! "

Michelle has never let me down as my service advisor. I called in about 30 minutes before arriving and she always know its me. I tell her what I think is wrong with my car and with one look at the lights on the car and by hearing the sound of it, she can tell right away what type of maintenance i will need. The price i pay here for my mercedes is as much as my wifes toyota, i dont know why my wife wont get a Mercedes instead. she must really like her Prius. The waiting room area is so welcoming and comfortable, I dont mind waiting for hours if i have do. I never had to wait over 2 hours. There is always something I can get done while being there. A nice young lady, comes to greet me every so often and asks me how i am doing and if i need something to drink. Ive ever been to a dealership with such outstanding customer service.

"Best Service Department In La"

08-01-2012

Mike C, my service advisor not only fixed my car but he really cares for his customer. I was guided through the different process of what was happening with my car and what I will need to fix within the next 6 months. He is always there when myself or my car needs his attention. Thank you Mike!

"Coco1"

Everyhing went quickly and smoothly. I had a rental car and it was ready at the door for me. A dealership that really know how to treat their customers. Very friendly and helpful. Make you feel very special.

"Best Mbz Experience Of My Life!!"

I have been going to Keyes for my service for years because of the Best of the Best service adviser Michael Mokhtari. Now I am a HUGE fan of JORDAN in the sales department for his Honesty, simplicity and a no gimmicks no games easy way to purchase a vehicle. Jordan you have made me a fan, and I will never go elsewhere to purchase a car. THANK YOU!!!