Keyes Hyundai of Van Nuys

“Hard pass. Short version: Relentless and pushy calls and texts for over a week, rude and dismissive treatment, questionable tactics, extremely low appraisal of several thousands dollars less than others and denial of property damage . Long Version: I submitted my car through KBB for an instant offer and Keyes immediately began calling and texting me nonstop for over a week. I explained I was out of town for several days, but the messages continued from multiple people, including a very odd "multiple choice" text asking me to select my intention for my own vehicle. When I finally had time to come in, Dulce assited me, whose attitude throughout was stale, rude, and completely unprofessional. I handed over my key fob for inspection. When she handed it back the top right of the casing broken off! It had minor wear but it was without a doubt intact when I handed it over. It appeared to me that the casing had been picked off, perhaps while inspecting it to see if it worked. When I questioned it, Dulce said "you gave it to me like that". Really? You don't think I'd notice this? It's the unlock button. I had just driven over, locked the car, I would have felt it. It was fine. It was fine all day, and every day leading up to today. She went into an office to write the offfer then comes back a few minutes later and starts in with the "There's some issues with the car. You listed it at 56k miles and its at 59k, which is a 3k mile difference so that brings the price down". She reduces the offer by over $1,000 due to a claimed 3,000 mile discrepancy in the original description of the car. The adjustment felt arbitrary and more importantly, it was completely inconsistent with standard mileage valuation. At this point I had enough. This car, aside from some teeny little scratches on the right front bumper and some minor fading on the window trim, both of which can be fixed for under $200, is in beautiful condition inside and out and is a high in demand luxury vehicle. I declined on the spot, no negotiating, no more wasting time. I picked up my purse and as I was leaving I said that I had a far better offer elsewhere (actually 2 other places) and again said that my key wasn't like that when I gave it to her. She makes this sort of half laugh half snotty reflex noise as I walked away. Just a typical, basic, 30 something girl who thinks she knows everything. I don't have time or patience for that. Girl BYE. The overall experience was aggressive in outreach, careless in handling personal property, and rude and dismissive when concerns were raised. Based on this experience, I would caution others from bringing a vehicle here, buying a vehicle here and especially relying on their appraisal process. I drove straight to another dealership who had also reached out and not only were they very professional and very nice, they offered me over $3,200 what Keyes did. Even if you take out the fact that Dulce is awful and the other issues with property damage and relentless texting, their offer was incredibly low which is something that should be taken into consideration before entrusting this business to treat you fairly.”

“At first I gave it 5 stars but that quickly changed. When I bought a used car everything was good and the people were nice. I paid cash so I got a deal. The next day my headlights wasn’t working. I contacted the person who sold me the car she sent me with the used car department and that has been the worst service ever. I spoke with a girl named Liz and she made it clear I bought the car as is but they only helped me because it’s a safety issue. At first everything was ok I took the car in the told me it would take 2 hours ended up taking 5 hours for an inspection. They had me waiting with no update. Mind you had to miss work to be at the dealership early. And when I would message Liz she wouldn’t respond until 2 hours later. I ended up leaving the car there for them to finish the diagnostic they sent me home with a loaner car which was pretty cool. But then they had to order the part for my car which was going to take a week. So they had me return the loaner car and drive my used car with no headlight for a week until the part got there. Once they had the part they told me it would take all day to fix it cause it’s electrical. So I understood it would take all day but at the end of the day they were not finished. They gave me another loaner car from them but I was already frustrated they had miss work for the second time and the car not get fixed. A few days later my car is supposedly done now so I go pick up my car I take my family with me since it should be just a pick up. Mind you I had to miss work for the 3rd time now always showed patience. And when I think everything is finally done it get worst again. I pick up my car and return the loaner quick process. The headlight was finally fixed but with a catch. I end up going to lunch near by and I noticed my karr alarm system isn’t connected to my phone thru an app. So I call and explain to liz she tells me she would ask but if anything go in next week like i can be going in and out the dealer missing work like nothing for there crappy work so I tell her I’m going in same day. Waited an hour for them to say my karr alarm system isn’t in my car anymore. I guess they had removed it and forgot to put it back. The news has me shocked because the car had been at the dealership the whole week and the last location of the alarm showed the dealership. They weren’t sure what happened they tried blaming me there’s no reason for them to take it out and then they blamed a few more other people. At the end they replaced it said it would take an hour took over 2 hours. When I asked Liz for an update she told me speak to taimur I didn’t even know who was that until I asked around they pointed me his direction. They had me going back and forward with no answer. This whole time I kept my patience never was rude never disrespected . Once they had it ready Liz had left work already so im asking workers the karr alarm still isn’t showing up in my app. Nobody knows how that works I ended up leaving after asking 2 employees. The next day i call and text Liz that now my second car key isn’t working and my alarm isnt showing in my app. I didn’t get response until a week later for her just to say she will discuss with the used car manager. Later she tried saying they can’t do nothing about a second key as if asking for them to give me a second key when Im explaining to her my car had 2 keys originally working when I took the car to them and now only one works. She had stoped responding I was never rude showed nothing but patience trusting they knew what they were doing but obviously by now I knew they didn’t. I ended calling the dealership directly to get contact with her cause she wouldn’t answer me to the number they gave me at first. Felt like she kept dodging my calls and text would take hours at times like my situation wasn’t important. She said her manger would give me a call same day or next day never received a call or update from her manger. Waited a week I reached out to her again and only received one message from her I responded instantly and now I haven’t heard from them”

“I had to bring my car into this dealership for an anti-theft security recall service. I set the appointment. They knew exactly when and why I was coming in. And then when I got there, they didn't have the one part they needed for service, so I had to take MORE time off of work to come back another day! A couple years ago, I had to bring my car in for a different anti-theft security service. And weeks after I got the so-called upgrade, my car was stolen in front of my apartment anyway! This dealership customer service agent's response? "Nothing's foolproof. It's just supposed to make it harder to steal." But according to police, my car was stolen by a teenager with a screwdriver who watched a TikTok video! There's a class action lawsuit because of how easy their cars are to steal. I submitted all possible paperwork: the police report, car repair estimate, proof of ownership, etc. More than a year goes by, and I finally hear back and they DECLINED my claim! Saying there was "insufficient documentation", but no reply on what more is needed or I could possibly give them that I hadn't already! So that's it. I'm done. I will NEVER EVER buy a Hyundai or Kia (same manufacturer, same theft issues) ever ever again!”

“I had a great experience with Hyundai service. They responded quickly, checked in my car right away, and had everything taken care of by the next day. The issue turned out to be a software update, and everything was fully covered under warranty. On top of that, they also replaced a headlight that had moisture inside — no extra charge at all. Really smooth process, professional service, and zero out-of-pocket cost. Definitely appreciate the way they handled everything.”

“Im happy to report that Keyes Hyundai is back to excellent service. This is due to John Shaw coming back, better organization and earlier hours at the service department....but mostly because John Shaw came back. I stopped going there a year ago due to disorganization and not so great outcomes. Im glad I called and John picked up the phone. I remembered his excellent services for many years prior. After he left things were not the same. Happy to report things are on the upside!”