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Business Profile

New Car Dealers

Keyes Lexus of Van Nuys

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/27/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    AUGUST ******* I bought a 2021 Lexus RX 350L Certified from Key Lexus of Van ***** The car came with a Complimentary Scheduled Maintenance for 2 years/ ****** miles, which ever comes first. I was told the complimentary maintenance will be honored at any Lexus Dealer. January 6th, 2025 my maintenance light came on. I made an appoint at my local Lexus dealer, Cerritos of Lexus for January 9th. When I took the can in Cerritos Lexus could not find my car in the lexus system. So my Complimentary Maintenance would not be honored. They asked if I had the paper work. January 10th I went back with the paper work and they said the car needs to be entered into the Lexus system and it is not. They said call the dealer I bought the car from. They need to enter it into the system.Around January 10th I called Keys Lexus of Van **** and spoke with *****. He told me he sees the car is certified in their system but the used car manager needs to enter it in the Lexus system. He will make sure it get done. A few days later I call Keys again to talk to *****. I was told he is not there. Over a couple of weeks I spoke with *****, **** and ********* *****. All of them told me they can see the car is certified but the manager needs to enter it into the Lexus system.Jan.. 21st I call Keys again and got the same run around. So then I call the corporate office of Lexus in ****** and they gave me a customer service number, ************. After of being on the phone for an hour I was told they can't find my car in the system and could not help me. Because I didn't finance the car with lexus it's not in their system and I should call my bank.I just want the certified car I bought from Keys of Lexus to be entered in the Lexus system so I can use my Complimentary Maintenance program. Also, how do any of the factory warranties or recalls get sent to me if Keys of Lexus don't get my car entered into the system.Can you please help me.****** ************ *****************

  • Initial Complaint

    Date:12/19/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In shopping online for a car to purchase I saw an ad for a Lexus at Keys Lexus. The ad was in autotrader.com.I then proceeded to fill out information to make an inquiry, and also filled in information to make an offer to purchase. Because this was after hours with the business I then called them this morning and I was told that the advertised price was not the actual price of the car.I have no idea what they were trying to do but I did do my due diligence of the ad and the information and in the end I was deceived that they would sell me the car at the advertised price

  • Initial Complaint

    Date:09/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, I purchased a vehicle from Keyes ******************************* on 08/20/2024. The total amount being financed for the Vehicle was $30,878.04. Upon going over the paperwork the car was sold to me for $25,299 plus 8.25% tax totaling $27,386.17, however there was an additional $3,491.87 charged as the full amount of financing was $30,878.04. I realized I was charged $835 for a Theft Deterrent Device SWDS, $995 for a surface protection product Perma plate and $835 service contract called Forever Start for a battery protection totaling $2,665 all together. Upon calling the dealership and explaining to them I wasn't advised of this they said the associate helping me is a seasoned associate and would of told me. I then checked the contract and all of these items say they are optional and under the terms and conditions it says the purchase of this vehicle protection product warranty is not required in order to purchase or obtain financing for a motor vehicle. I would like to be refunded for these optional warranties that I did not agree to.

  • Initial Complaint

    Date:08/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/17/22 a vehicle was purchased from this company fraudulently by Identity Theft using my prior name of *******************************, which I dont use that name any more since 2004 that I got married. I communicated with the company requesting how they approved the person who took my identity and theyve not provided the evidence that its really me the one that made the purchase. They sent me documentation showing that this transaction was made via a DocuSign, which didnt show me the process or how they proved the identity of the person that purchased the vehicle. They have on the document the address of the person living in ********** I assume and yet they send me the reporting and that I owe them the money since the car was repossessed to my real address in *******. I need this company to do their HW; indict this individual who stole my identity and remove this vehicle from my reporting on my credit.

  • Initial Complaint

    Date:11/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to Keyes Lexus of Van Nuys on November 1, 2023 with my 21 year old son ***** to purchase a **** Lexus 350H SUV .We first dealt with the salesman *******************. When he brought the car from the back lot I looked at the dealer **** sticker and it said $47,195.00 was the sales price. I asked ***** if that was the price. He confirmed "YES" Two seconds later I noticed an additional sticker on the left corner called "Additional Dealer Markup" with 3 items listed that totaled $2345. I told ***** I did not want those items. He said "they are already installed." I was not thrilled with that but proceeded to go inside and start negotiating with him and his manager ****************. The first price he offered - $55,350 with tax, license fees included. I told ************** that it was not fair I had to pay for options I did not want. Then, a few minutes later *** came out and said I can give you the car for the total price of $53,650. He was representing he was taking $1700 off the **** price when in fact he was charging me ******* over the **** now at $48,305. Then, I asked **** in the finance ***** about the $******* charge for an option "Forever Start" that I did not even know what it was. He said, "Its included in the price." The next day I texted ************** and asked about the 3 extra dealer added items for my insurance company. At that time, he said "Those were not installed" That is very interesting since we were negotiating on the price of the car $47,195 Plus Dealer Added Options of $2345 which totaled $49,540. *** was very angry at us for asking for a deal and treated us badly during the negotiation. All along, he was ripping us off. I thought I was getting $1700 off the **** when in fact I paid $1110.18 for "Forever Start" and DID NOT GET THE ADDED OPTIONS of $2345 THEY CLAIMED COULD NOT BE REMOVED. What I need refunded is the $1700 discount they claimed I got and the ******** they charged for "Forever Start" totals $2810.18 plus tax ****** =$3077.15.

  • Initial Complaint

    Date:11/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    8/22/2023 ********* 2021 ****** Legacy, the business should have committed to selling a vehicle that is safe to drive and not put the driver at serious risk.Dealer sold me the vehicle knowing it had a bad battery that was not even close to being the minimum cold cranking amps for the car. The battery which was not even installed properly, half the mount was not assembled. The car had a 500 CCA when the car requires a minimum of ************************************************************************* a complete loss of power and extreme hazard that almost caused multiple collisions when pulling off. I called for a jumpstart, made it home and the battery no longer could start the vehicle or keep it running properly. I could not make the drive back to the dealer safely and was forced to buy the correct size battery at Autozone. When calling the business and sharing what happened, requesting a refund for the battery they denied me and told me I should have brought the car back to the dealership. I explained that was impossible and the manager was extremely disrespectful and did not care to help me in any avenue. When I explained this was unacceptable, he continued to be disrespectful saying there was nothing I could do about it. In the end of the conversation he told me he would call back. I never received a call back or follow up. I reached out again with no follow up. I shared this is bad business, that put me at risk of a serious accident. They simply did not care. I paid ****** for the correct battery on the car. The car is experiencing numerous issues, such as an incorrect speedometer display, not driving straight above 50mph, however I am saving up to eventually fix these issues. I am disappointed a dealership can get away doing this to a customer. I am seeking a refund for the battery. Thank you for reading.

  • Initial Complaint

    Date:10/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a car from Keyes Lexus and they can't tell me where the title is. I can't register the car without the title. I have called each week for a month and each time I am told they sent it and it should take **** days. My credit union doesn't have it, my state DMV doesn't have it and I don't have it a month later. All while having to pay for a car I can't register.

  • Initial Complaint

    Date:09/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a lifted ***** Silverado on 4/2/2022, purchased the extended warranty as it was a used vehicle. Had the vehicle serviced at my local dealership where they advised a new transmission was needed. Warranty inspector came out and agreed upon the work needed however denied the claim since the truck was lifted. Contacted Keyes Lexus regarding the warranty that was basically useless, was told that they would refund the money paid for the warranty. Contacted them to inquire about the money and they agreed to fix the transmission on the truck since they sold it to me that way. Has been two weeks and I have gotten nothing but the run around, no one answers their phone or returns calls. Have informed my lawyer and will be filing a lawsuit.

  • Initial Complaint

    Date:09/14/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Lexus on ******** ran my credit 15 times when I got in touch with the bureau. They told me to get back in touch with Lexus and ask for an application to have it removed all of my credit report and they told me they dont do no such thing ruining my record when I spoke to all three bureaus, and they all told me they all have to provide letters ****** was negligent and rude when they were talking to me when I try to figure this out

  • Initial Complaint

    Date:11/10/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Sold my vehicle back to Lexus and I still haven't gotten paid. I sold my Lexus ***** back to the company and was told I would get paid once the title was mailed to the business. I signed the vehicle over and waited 8 weeks. In September the title was mailed to the dealership and it is now November 10th and I still haven't gotten paid any money owed. They are avoiding me and now not answering my calls. I sold the vehicle for 25000 and owed 19000 on the loan and I have not received that difference.

Keyes Lexus of Van Nuys is NOT a BBB Accredited Business.

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