Keyes European (Mercedes–Benz) Reviews

Jesus Vargas is my go to guy for any car service! his customer service is amazing along with all the staff that help you with loner vehicles !

We follow Rameen Arian wherever he goes... we got exception service again. Keys gave us a great care for a great deal. Thanks again

I had a wonderful experience with Keyes European. The sales staff were very knowledge and accommodating. I received a great deal on my E Class. I will recommend this dealership to my family and friends.

Great Service, Great salesman Solo was very helpful, if you're interested in a Benz you must go see him , he is the best.

Service was not what I expect from this dealer, which has usually been very good, perhaps because someone else was helping me before. The service rep told me the airbag repair would take 2-3 hours on the Saturday morning I brought my vehicle to the dealer. When I called in to check if it was finished at around 3:00 p.m. on Saturday, the guy who was helping me said it's going to take a few days because the part wasn't available and would be delivered by the following Tuesday. If the repair was gong to take several days longer than expected, the service rep should have called and confirmed with me if that was still okay to keep my vehicle, and that didn't happen. I got a loaner vehicle but it was restricted in mileage and it was much smaller than my car, so if I had planned a trip for Saturday evening or for the next couple of days, I would have been out of luck. No attention to detail or consideration. After the repair was completed I did not get a call to let me know it was done and to pick up my car. All the updates I received were by untimely emails. In fact, it was only after I picked up my car on Wednesday morning that I received an email saying that the repair was complete.

The staff are on point, professional and attentive .
Have always been very pleased with the services they provide

I had the most amazing and wonderful experience at Keyes European.It's all because of Fernando who was relentless to not let me go home without the car that I love.So thank you so much! I definitely recommend this dealership to anybody.

This is the worst customer service I've had in my life from any dealership. I've owned a handful of AMGs purchased or leased from this dealer and the salesmen are all great. When it comes to the service department it is another story. I brought in my 2017 S63 AMG cabriolet for service for the brakes and I get a call the next day saying we are so sorry but we hit your car. To my surprise they damaged the front end of the car and the loaner they gave me that was supposedly the best car in their fleet was a red E class for a client that's driving a $200k plus car. They told me it will take about 2-4 days to get the parts in and the car should be fixed and returned to me within a week. It has been over 8 weeks and I am on week 9 now of still waiting for this car to be repaired. They decided to send it to a different body shop because they told me the main body shop that they use is busy and couldn't take in my car. This was clearly an act of getting it repaired somewhere cheaper and what comes with a cheaper cost you may ask? Cheaper service and a cheaper repair. They brought the car back 4 times and returned it 4 times because without me ever taking to car off the lot because it wasn't repaired right and they couldn't even properly put the bumper on without chipping away at the paint on the car. This shop couldn't repair the car so they told me they are now going to send it to the repair shop that they were initially supposed to send the car to. This repair shop which is called Pride Autobody located down the street from the dealer has still yet to repair the car and Gerardo who is the manager there is giving both the dealership and I the run around by lying about when the car will be ready. I called Mercedes Benz USA and spoke to Emmanuel, who is their executive referral Manager and he said it's not a Mercedes USA issue so you have to put up with the dealer and the dealers snake of a new General Manager David says he can help me out by swapping me out of the car into something new. He decides to "help me out" by saying he can take in my car and put me $50k upside down and get me into a car that's $80,000 cheaper than my car for the same payment as my $200k car. I can literally go to any car dealership for example Porsche and get the same trade and same upside down on payments for any Porsche I want. This dealership is a joke and overall it looks like it's run by a circus. I will never buy another car from this dealership or even recommend any of my business colleagues or let alone my worst enemy to this dealer. Their customer service is horrible and they do not know how to take care of their loyal clients who have bought over 5 cars from them in the past plus referred all of my friends who in total we have bought or leased over 20 cars from this dealership. Also for Mercedes USA who was no help at all, you lost a very loyal Mercedes AMG client along with all of his referrals and friends. This dealership now expects me to pay about $3000 a month for a car with a hit and replaced front end if I ever get my car back. If you want to be treated horribly and disrespected by everyone including the General Manager and risk losing 2 months of payment which in my case is roughly $6000 for an issue that happened because of them then by all means this is the dealer for you. If I wanted to drive this same car that was hit and repaired or used then I would buy a used or salvage one and pay thousands less and save a lot. But for someone who is paying around $3000 a month for a new car, I don't expect my car to be hit with a new front end especially on the car I planned on purchasing after my lease. If I can demote them under this one star review I would.

Disappointing experience, to say the least. When I purchased my 2020 Metris Cargo I spent over 6 hours waiting for paperwork to be finalized. After I signed my paperwork, a month later I get a call that I have to come back in and re-sign my contract because something on their end was incorrect. Waited an hour to sign. I was told by the sales representative that the first maintenance service was complimentary, as is with most new vehicle purchases from a dealership. When I dropped off the vehicle for its first service, I paid $250...For an oil change, adjust tire pressure (which they did a sh*t job, none of the tires match) and replace wiper fluid. Something an honest mechanic will charge $75 for. They also wanted to charge $39 to rotate my tires on top of the $250. I dropped off the vehicle at 8:15am and it wasn t ready until 3:15pm...Did they wash it? Or even wipe it down or try and make it appear like they cared? Nope. I texted the sales rep (his number is on his business card, along with a customer satisfaction guarantee) and asked him to right the situation and he never responded, even though I could see the read receipt on the text. If it was his day off... well part of his job is to keep customers satisfied, like he has stamped on his business card. This dealership is a dog and pony show. It seems like they are biased to their wealthier customer base. Even so, don t waste your time here, I ve heard the Valencia dealership and downtown are a much better experience. Support your local mechanic instead of these guys. Welcome to Keyes European.

Awesome staff and very helpful and professional services

If you need help, be sure to go to Brian Sheldon. He is a manager at this dealership and when I was faced with an alarming situation that almost tainted my entire purchase experience, he stepped in and made sure to rectify it so that I could feel satisfied. It took him all of a few minutes to talk to me and offer a resolution. He followed up with me and provided supporting documentation to make me feel comfortable with it all. I am now a satisfied Mercedes-Benz owner and will for sure return to this dealership for my next purchase.

Best dealership to get a mercedes from. Henry helped me get an E and a C class. I love them both.

By far the most pleasant car buying experience. Amazing staff and inventory. My salesman/general manager trio (Sarkis, Wassim & Jack) was like no other; they were extremely helpful and gracious. I can't thank them enough, and will definitely be returning in 48 months!

Very fast, professional, and clear in regards to the deal/terms.

My lease was over so I came to return my vehicle and get another Benz I looked around and nothing really got my attention at the moment so as I was walking away a sales person said oh how come you didn't get another car I said I'm going cross the street and look at BMW and see if they can give me a better deal . The sales person turns around and says why because u can't afford another Mercedes . Who says things like that ?? So I told him first off I came her in a Benz and second my car is over 6 figures and that's why your still a sales person at the age of 50 . He got all mad and started to argue with me . Very low class dealer anyways I went to another Mercedes dealer and purchased another Mercedes and was treated great . Thanks for the service guys but no thanks on coming back to your dealer

I want you to understand why you lost a customer. I called 10 times it rang to go to an auto attendant, I selected parts to get a voice mail. I then selected operator to get her right away. I asked for a supervisor and got another voice mail. then selected operator Again to get her right away. I explained the issue and asked for the GM. she put me on hold and the system hung up. I called encino they picked up on the first ring, got me to parts and Tony got me my prices he switched me to service and ed picked up and said he could get me in right away. Wow now that is customer service. the company I work for has 4 Mercedes - Benz I know now who to use and who to stay away from.

They not deserved even for one star . Worse experience ever !! When you lease car be carful they give you car which had accident before and when you wanna return they call you white trash !!

Service agent very good, friendly and professional. Overall a very good experience

Let me just start by saying that Jason Cestaro and Nikko L Diggins. Are the best to deal with really helpful and understanding . They made the transition to my new car smooth and effortless. I was in and out of there in no time .

I want to share my amazing experience in Keyes mercedez , I just want to thank Edvard in service for the profesional costumer service, even the smallest detail was always on the lookout thanks Edvard !!

I did my research before coming in to look at the two cars my sister and I wanted. Keyes had the best incentives for them. Jerry was very helpful and easy going. Im glad we went here.

Mercedes Keys in Van Nuys far exceeded my expectation. All the way from their receptionist/sales assistant, Karina, whom I spoke with on the phone initially, to our down to earth and authentic sales consultant Dontae Wood. Dontae made our car buying experience fun and I felt at ease the whole time. He helped me work the numbers to fit my budget and needs the best he could and I had a very positive and uplifting car buying experience! I highly recommend Dontae when you go into Keyes Europe for your next car! Even my finance coordinator Stephan Dunkle who helped with the final paperwork and contracts was very helpful, genuine and informative. The entire team just blew me away!

Hello, we going to this dealership for last 20+ years, we are regular customers at this dealership ( KEYS EUROPEAN). This time we was mistreated, as lying to us, what car have a GPS. (We pay for the car cash. Car is brand new)When they bring gown car, we find out what, button for GPS in dash board, but no GPS activated. 3 people assured us what nobody use car GPS now, o k, they explained, car have I fone/android connector. When we try to connect, its do not have this option. Now we going to dealership and they dont know what's to do. I m very disappointed. Monday, will go to fight them.

Josh is a really good service associate. Very helpful and knowledgeable.

Mercedes calls you to remind you that your lease contract is going to expire soon. They called me and said to come in the weekend of memorial day. I get to Keyes Van Nuys after they promised to get me out of my leased Mercedes which was coming to an end in about 4 months. The salesman (Borris) and manager promised to get me out of my lease and they would pay off the remaining balance owed for the lease and any overage of miles all would be covered if I bought another car from them. Now after 7 long hours of waiting and going to their finance department upstairs only to realize that the overage of miles along with the remaining 4 months of payments owed on my lease was added to my new contract/ with the new car under item misc.. now I caught the charge and my husband decided that we were not going to do business with liers! So after we were walking out the finance guy upstairs ran after us wanting to do a deal. We walked back up stairs and again they promised us a deal to get us out of the leased vehicle only to now realize on my contract that they added in the overage in miles and 4 months left of my contract. These people along with the finance dept. upstairs are all jokes. Unfortunately after being fatigued, hungry, and frustrated only to sign my life away to what was not promised to me. Please do not deal with this shady car dealer who lies and makes false promises. I will never go back to Mercedes or recommend anyone to this dealership. Jennifer Bonilla!

Went in for sunroof safety recall. Disappointed to find NO outdoor seating as I was told there would be by receptionist when I made the appointment. There is no reason they couldn't add outside chairs during these covid times. I sat on a curb with all the uncomfortableness inherent in this. I gave 1 extra star for the relative ease and speed of service.

Great experience working with the internet team at Keyes Mercedes Benz, with Alice Shapiro orchestrateing the deal.
Thank you for following through Alice and getting the deal done

This is unlike any dealer that you are used to. If you want a relaxed, stress free, pleasant car purchasing experience, go to Keyes European.

See Mariano Provenzano. He is excellent at what he does.

Brian Sheldon is outstanding. I wouldn't deal with anyone else.

I bought 3 sprinter from this dealer , I bought my personal car from them too. extended warranty and all the 9 yards...one of my vans engines died at 80.000 miles ..instead of trying to help me find the cause of the problem , they decide that the warranty is void , because I DID NOT USE THEIR EXPENSIVE SERVICE...
this year my maintenance with them was more than $ 30.000 .
I m going next time with FORD TRANSIT as soon as I finish paying their leases.
if you are a business do not deal with them , they are not honest l
Open Bus Tours

I buy all of my cars from this dealership, so I have been servicing here for years. Edvard is the best service personel that I have experienced thus far. He is very time efficient, reliable, and always takes care of my needs. He s #1 in my book!

Made an appointment for basic required scheduled maintenance and waited 15 minutes to be helped, only after I asked someone who is standing around what happened with the service advisor (Gary Papazian) assigned to my vehicle. Mr. Papazian never came out or acknowledged me to apologize for the wait. I ended up being helped by someone else who stated that Gary will call me after 3-4 hours when my car is ready. NO ONE CALLED all day. I called the next day to find out what is going on and was told someone will call me with the status as my assigned advisor is not at his desk. Finally received a phone call after 5 minutes and was told it is ready. Went to pick up my car, this time was helped by the assigned advisor, Gary, and was told I am all set, someone will bring my car around. Again, to my dissatisfaction, I had to wait again 15 minutes before one of the guys standing around finally asked me if someone is helping me. Mind you during this time, no one else is waiting to pick up their car, JUST ME. I expressed my frustration and irritation for having to wait 15 minutes just to pick up my car when I was told by 'Gary ' that someone will bring my car shortly. Apparently, no one was asked to retrieve my car. I asked them to just give me the key to my car and I will get it myself and maybe will get out there to make it to my appointment on time. Only then they scrambled to get my car only to be told that they put the wrong tag to my car key that is why they couldn't find my car . By this time, I have been waiting for 25 minutes. In addition, my name is on the appointment information and yet they continue to call me by my sister's name who is the former owner of the car, I had my car serviced last time and I never had any issue including being addressed by my name. I have been a client of your company for many years and this is the worse service I had ever received. There is no excuse to how I was treated from a company who advertises their service excellence. Maybe I should trade my Mercedes to a BMW or Audi to get the service I expect from a luxury car dealer service department.
By the way, Google Review has several clients rating their service department 1 star. If management can't take a hint, nothing will change.

Andrew is the best Technician in Van Nuys Office. One phone call he will schedule and no need to wait on the line or leave several message, he always taking care of all necessary that car needed and giving me advice what needs to be done in the car for my safety.

I recently leased a 2015 ML-350.

My experience was excellent, thanks to Karen Alex V Vanian. He is very knowledgeable, informative, helpful and hard working. He helped me chose the right car that will be comfortable and affordable. I will definitely be going back for all my auto needs. Thank You, Karen Alex V Vanian for your time and help! I look forward to seeing you again.

Without a doubt the best dealership around. My family has bought 4 cars from them and have always been treated like family. Darren the GM is the guy to go to, and as long as he's in the car business I will continue buying cars from him. Also my sales guy Nick who's also a manager really knows what being a great sales associate is all about. He's not here to sell you any car but the car you've always wanted

Leased a car through them for 36 months, including services, I even bought factory replacement tires from this dealership. However, I repeatedly took the car to the service department complaining of the same freeway acceleration problem, an issue that would intermittently delay power significantly under acceleration and the transmission would fail to downshift. I was repeatedly told no check engine light, no problem by the service department. Drove the car to the Mercedes dealer in Bakersfield, they diagnosed and replaced a failure in the transmission control module. Now that my lease is over, Keyes Mercedes sales department continues to call me trying to sell me a new car. I WILL NEVER SPEND $80k+ ON A MACHINE THE DEALERSHIP CANNOT MAINTAIN, and so my wife and I will not be doing business with this company again and that would be my recommendation to others. To the nice people in the Keyes Sales Dept, please stop calling, instead go and have a chat with your service department about how they can better support the sales staff.

Left car for few days and the problem is still not fixed. The answer is Mercedes Benz has no solution at this time
My traffic control is still not working!!!!!

I made an appointment and took my Mercedes to Keyes European Mercedes Benz on Van Nuys Blvd regarding my car would not lock or unlock with my key and I had spent around $2,500.00 last year for parts and installation. My mechanic said maybe the pump that I purchased last year from Mercedes Benz was defective. When I made my appointment I explained everything and I was told they can inspect it and let me know and there would be a charge of $225.00 and if the part is defective since it is under warranty, they would replace it for free.
I did take my car 9:00 a.m. in the morning and I called later that afternoon, they said we are busy we cannot get to it today. I said okay, I took it back the next day, early at 8:00 a.m. when they opened. I was the second car that they took in and I thought for sure they will let me know if the pump was defective. Well, that did not happen, I got a call in the afternoon; they said if a mechanic wants to really look at it, it would cost me more than $225.00. I asked how much more, they could not tell me, they said it depends, how many hours they have to spend and I said this is my second day that I am bringing my car in, why no one told me this from the beginning, when I made an appointment or even the first day that I brought my car in. Why would I had to bring in my car the second day, take off from work twice and later to just be told, we have to charge more than $225.00 and not even tell me how much more! This is not right, the way I was treated and I had been a customer for a long time and my entire family deals with them.
I believe that the part, the pump that I had purchased had gone bad and it was under warranty and they just didn t want to replace it for free. What they did was unethical and immoral and now I would never know if the pump is bad and my car s locks do not work. I would not deal with them, they are not noble.

Greeted immediately upon arrival . Service consultant came out very quickly and explained service details. No problem getting a loaner car. Received a call from my consultant when service was completed. Entire process was smooth and timely.

Very high marks for Marc Pizzuto. Engaging, professional, very pleasant and effective

This was my first time shopping Keyes Mercedes Sherman Oaks. Sami Shokory made it such a pleasure to deal with looking for a new car. He helped me so much to make a decision and I learned from him. I am so grateful for that. Mercedes is so lucky to have him. I hope he will still be here in three years when my lease is up. He's wonderful. If Mercedes ever loses Sami they will be losing a top notch guy.
Thanks again Sami for all your help.

RE: Adam B. Review on April 9th. Second visit today.

Today I was to drop my car off for a 2nd attempt to address the same service issues I originally came in for. This was setup by Bernard from marketing after we connected regarding my review. It was to be at 4:30pm with Jesus. I arrive at 4:30, got out of my car and stood by the booth where cars are dropped off. For 10 minutes, not one employee addressed me, I was in plain sight and noticed by several nearby employees but not addressed. By 4:40 an older latino gentleman who appeared to be working the booth, asked me If I've been helped and I said "no, I am dropping my car off for service, I have a 4:30 appt with Jesus". This gentleman informed me that Jesus was not in today. I waited another 5 minutes before another service rep came out and said he would be with me in 10 to 15 minutes. I explained the context of my visit, with a brief explanation of my prior visit and that I would not wait another 10-15 minutes as I felt this was not appropriate. I was not offered another solution so I walked to Michael Montague's desk (Director of Service) who I'd informed of the issues of my last visit while I was there. I explained the current issue and was met by the same aloof and shoulder shrugging kind of response/attitude. It is concerning to me that someone who manages a service department can be so unfriendly, lack customer service skills, and consistently appear "checked-out". The current issue was then resolved by setting me up immediately with a service rep ( interestingly though, shortly after 5pm, Jesus arrived and said he was in training). The rest of the interaction was ok, however the loaner vehicle I was given has clearly been smoked in. I mentioned this to Christina (the individual who set me up with the loaner car) and this was only handled by writing a note on the file of the loaner car.

My recent visit was a pleasant experience, my car issues were taken care of by Megan Cantu, professionally with utmost courtesy.
George Medic

I went there to find a Tahoe that they had on sale never thought I could purchase a vehicle from Mercedes dealership Ramsey was my sales men and he treated me A class all the way! When I have to buy another car I would definitely go back he will never steer you wrong took care of me even after I left the lot...

Karin with service is the best. She always goes beyond and above any of our expectations. She always fits me in when I get a flat or have another issue. The service is always quick and they provide you with a loaner car. Then when i get my car back it is always washed and ready before i get there.

I had a very worst experience with Keyes Mercedes. This car agent named Sean and with co-agent Favian messed my day. He s very rude and not that approachable car agent. He got all my details even my social security number. He specifically told me that they ll not gunna run my credit even I told them that I have a excellent score but as soon as I got home I found out that they did. This place will screw you and not a good car dealer. This is the worst place I ever been.. sorry but Sean is sooo impolite when dealing with cars and will give you the worst deal ever... I will never come back to this place again!

Really good Mercedes dealer with a great selection of coffee in the waiting area

Do you guys have anyone in the parts department? You call, get thrown on hold without so much as "please hold" and NOBODY ever comes back on the line. The Mercedes-Benz motto is "The Best or Nothing". Keyes is great at the "nothing" part.

These guys were very professional with the service. They were very friendly and helpful. They took care of all my needs. Very Satisfied.
Thx

They were amazing. Fixed everything and took their time to find the root of the problem. Andrew was great.

Just got an E-Class there from Ramzey! He was great! Made the process fun and easy. The finance guys were also friendly and very, very fast and efficient. No upsell, and we were in and out quickly. It was not an all day process and for that I was very, very grateful. A great selection of vehicles and the best service. Thanks, Keyes!

Very good experience, professional group of people and nice place. Roody & Tito are just pleasure to work with

When I leased my S450 Mercedes from Keyes European Mercedes-Benz last year, I was offered by the Finance Department to purchase service plan, which will included every 10K miles services and 1 time free of charge replacement of the front and rear brakes. Additionally, I also purchased tires protection, because on my last S550 Mercedes I had to replace low profile tires multiple times.

Almost a year after I leased my Mercedes front tire blew up; I had to tow my car to a nearest dealer, which happened to be Mercedes dealer in Calabasas. Since the mileage of the car was almost 10K, they suggested performing the first service. I agreed.

After the service was performed I was told by service advisor, that rear brake pads have only 10% left and he suggested replacing brake pads. I told him about 1 time free of charge replacement of the front and rear brakes , his reply was, it s not in the service plan; take your car to Keyes European.

When I took my car to Keyes European on Van Nuys, service advisor told me that they won t replace brake pads Free of Charge, as it was promised, because I did my first service in Calabasas.

After carefully reading paperwork of the Service Plan that I purchased from Keyes European, it says Free brake pads inspection and it doesn t say anywhere that if they will do the services that they will replace brake pads Free of charge.

It s very unfortunate that the dealer, Keyes European Mercedes-Benz, which leased me 5 cars and performed most of the services on those cars, wouldn t honor what they sold me.

I will never lease my new cars from Keyes European Mercedes-Benz, and I will never use them for service of my current two vehicles.

I don't know the better place then Keyes European.