I am extremely disappointed with the handling of my recent visit. I was told that my oil plan had expired after two years, which is factually incorrect according to my contract (999-month term). Only after reviewing the documents did it become clear that the issue was related to the annual usage limit, not expiration.
Different staff members provided conflicting explanations, creating confusion and unnecessary frustration. I made multiple trips and was not given clear, accurate information from the start.
This is not about the oil change itself — it is about transparency, consistency, and professional communication. I expect accurate explanations and coordinated customer service, not contradictory statements.
2/26/2026
Tamica O. VERIFIED CUSTOMER
Bill does an amazing job by making me feel confident with Lexus services although fees are expensive. I’ve been his customer for at least 10 years. Due to his honesty,, calm approach and witty personality always have me returning. Bill is definitely a five star service man and a great asset to Keyes Lexus.
2/26/2026
Grigoriy U. VERIFIED CUSTOMER
Thank you for your cooperation
2/25/2026
Craig C. VERIFIED CUSTOMER
If the spare tire is only available to service under the hatch back, I found that the trunk area was not disturbed, ergo I wonder if the spare tire was checked for pressure?
2/25/2026
Rio O. VERIFIED CUSTOMER
Denecia she is second to none when it comes in Clients Service. She's so helpful and polite and very professional. She's one of the reasons why I kept coming back in Lexus Van Nuys. KUDOS to her.
2/24/2026
Ladan S. VERIFIED CUSTOMER
This was a great experience this time. I know Alejo tried but honestly since Ali had left I was feeling a bit stressed and neglected. But Bill was able to help me greatly and make me feel as I was still part of Lexus community. I am grateful! Ladan
2/22/2026
David R. VERIFIED CUSTOMER
Bill is the best
2/21/2026
Brandon T. VERIFIED CUSTOMER
Elda is great very nice attentive and efficient definitely made the experience nice and smooth
2/21/2026
Catherine F. VERIFIED CUSTOMER
Anthony is the BEST!!! Super professional, friendly, helpful and communicates so effectively!!! Thank YOU!!!
2/21/2026
Barbara D. VERIFIED CUSTOMER
I am satisfied with the service I received on my car. Bill is very pleasant and knowledgeable. He listens and answers to my questions and concerns about my car to my satisfaction. Bill keeps me updated on what is needed to keep my car in top shape.
2/20/2026
Michael H. VERIFIED CUSTOMER
Alejo is great. Informative and responsive.
2/19/2026
Julie A. VERIFIED CUSTOMER
Sebastian is amazing! And highly went above and beyond for everything. I cant thank him enough.
2/19/2026
Ricardo M. VERIFIED CUSTOMER
Alejo has a high excellence service! Highly recommended!
2/18/2026
Anthony P. VERIFIED CUSTOMER
Thank you for your excellent service
2/17/2026
Erika C. VERIFIED CUSTOMER
Alejo is the best !!!!!! Keyes is very lucky to have someone like him. Great service all the time. Thank you Alejo.
2/17/2026
Chelsea P. VERIFIED CUSTOMER
Bill always handles our vehicles with great care. He is easy to be around, the transaction and service is smooth. Greatly appreciate his kindness and the quick turnaround at Keyes Lexus. Thanks. Mark
2/17/2026
Latoya C. VERIFIED CUSTOMER
The most unprofessional, racist, inconsiderate and lying dealership ever. The only thing good about this dealership is the car loaner department.
2/16/2026
Lorena A. VERIFIED CUSTOMER
I would like to recognize Elda Lopez for her outstanding customer service. She is always very pleasant, friendly, and professional. Elda communicates clearly and ensures I am kept informed throughout the process.
She was very proactive in letting me know that my car would not be ready as expected and immediately offered a courtesy car so I could get home without inconvenience. I truly appreciate her responsiveness, transparency, and willingness to go above and beyond to make the experience smooth and stress-free.
2/16/2026
Jennifer L. VERIFIED CUSTOMER
Alejo is always great to work with. Service was also great. Thank you.