Keyes European

“My family has been a loyal Mercedes customer for about six years, and we are very disappointed to find ourselves dealing with what should have been a very simple issue. My husband’s Mercedes EQS (electric) experienced a failure of the 12-volt battery. However, for the past four days the service department has been unable to resolve this issue or even properly charge the battery. This situation has caused my husband significant stress, which has unfortunately affected the atmosphere in our home. We have two children, and our daily life is fully scheduled with work, children’s activities, training sessions, and personal responsibilities. Because my husband was left without a vehicle, the weekend plans we had arranged for our family did not happen. I am extremely disappointed, especially considering that this vehicle costs around $100,000 and is only 1.5 years old. One day the car simply stopped driving, and even the wheels would not turn. What makes this situation even more frustrating is that the service department is not offering a real solution. We were not provided with a replacement vehicle, nor were we offered coverage for a rental car (any car would have been acceptable, not necessarily a premium one). Since this repair should be covered under warranty and the vehicle is leased, it is very difficult to understand why our family has been left without any transportation at all We expect better support and customer care from a brand like Mercedes-Benz. When our lease ends, we will not be returning to Mercedes. This experience has felt deeply disrespectful to us. It truly feels like being let down by a brand we trusted for years — almost like being betrayed by a best friend.”

“Extremely disappointed with the service at Mercedes-Benz of Van Nuys. I was misled. Yesterday, the service staff clearly confirmed that replacing the V12 battery would take about 4 hours and that I would get my vehicle back the same day. Based on this information, I agreed to leave my car. Today, I was told something completely different: – the repair will take 4 days, – no loaner vehicle is provided, – no rental car is offered, – and no solution is being proposed. As a result, I am being left without a vehicle for 4 days, despite being given very different promises initially. This is a serious issue for me, as I rely on my car daily. What’s most frustrating is the complete lack of effort to resolve the situation or take responsibility for what was promised. No compromise, no accountability. I expected a much higher level of service from an official Mercedes-Benz dealership. I do not recommend this location if honesty, timelines, and customer care matter to you.”

“I recently had a service appointment for my Mercedes-Benz S-Class at Keyes Mercedes-Benz, and the experience was nothing short of excellent. From start to finish, everything was handled with professionalism, transparency, and care. My service specialist, Gary Papazian, truly went above and beyond. He was knowledgeable, attentive, and took the time to clearly explain the service details, timelines, and recommendations without any pressure. Communication was seamless throughout the process, and the car was returned on time in immaculate condition. What really stood out was the level of respect shown for both my time and my vehicle—exactly what you expect when servicing an S-Class. Gary made the entire process smooth and stress-free, and his attention to detail reflects a genuine commitment to customer satisfaction. I highly recommend Keyes Mercedes-Benz service, and especially Gary Papazian, to anyone looking for top-tier service and a first-class experience. I’ll definitely be returning for future service needs.”

“I had an amazing experience working with Moe Kazemi at Keys. From the very beginning, he truly listened to my budget and respected what I was trying to stay under. Even when things were challenging, he stayed honest and found multiple options that actually made sense financially for me. What really stood out was that he never tried to push me into something more expensive. In fact, he even suggested more affordable options that would have been better for my budget, which showed me he genuinely had my best interest in mind. Even though I ultimately chose the BMW I wanted, I really appreciated his honesty and guidance. Moe was friendly, professional, and not pushy at all. He made the entire process comfortable and stress-free. He even stayed late and came in early to accommodate my schedule and make sure everything went smoothly, which I truly appreciated. This was hands down one of the best car-buying experiences I’ve had. I highly recommend asking for Moe Kazemi if you go to Keys. When I come back for my dream car (a G-Wagon!), I truly hope he’s the one who helps me again.”

“Thank you so much, Keyes European Mercedes dealership especially to Mo and Daniel and of course John the manager everyone there was so helpful and I definitely can’t forget Walter the finance man I love my new car and thank you guys so much for making everything happen just like you did when I bought my other Mercedes, I would recommend the world to you guys. God bless! 😌 Joyce R Lewis”