Keyes Hyundai of Van Nuys Service Center

Don't EVER take your car here for service. I had my car towed here after my dashboard lit up with a "Check Hybrid System, Turn Engine Off" message while driving on the freeway with my 4-month old in the car; the car drastically decelerated and my car was barely sputtering along. I had taken it to my regular auto shop guy last week for a "Refill Inverter Coolant" message, but he said the fluid levels were fine and to take it to the dealership for what his team said looked like a battery issue, and I'm still under warranty. I got an appointment over the phone, but was told it might take a week for a diagnostic (what?!). I approved for the technician to conduct an extended test drive overnight for what I was told would be 60 miles, and when I got my car back it had been driven for 160 miles. Keyes supposedly found nothing wrong with the car and luckily waived the $230 diagnostic fee, but of course I find that questionable after reading other poor reviews. When I got my car back, I found cigarette ash inside the driver's side door on my side mirror and window controls, on the floor mat, and I could smell stale cigarette smoke inside my car. I even took video and photos while I was still in the valet pickup bay. Absolutely appalling to not only treat your customers' vehicles this way, but who sees an infant car seat base in the backseat and thinks it's okay to expose someone else's baby to toxic thirdhand smoke?! Another fun parting gift today was finding a long nail sticking out of my driver's side tire. The last time I had taken my car to this location was over a year ago when they gave me a quote of around $3K for some regular maintenance, including services that I explicitly told the advisor I had already gotten done elsewhere and didn't need. The kicker after I refused Keyes' service was discovering a day later that my car charger was missing from my trunk. Just, wow...

I recently brought my 2020 Hyundai Santa Fe into the service department for a transmission software update, and I couldn't be happier with the experience. From the moment I arrived, I was treated with professionalism, courtesy, and respect. My service advisor was excellent—knowledgeable, attentive, and kept me informed throughout the entire process. They took the time to listen to my concerns and clearly explained the work being performed. I also had the opportunity to speak with Tom, the Director of Service. Tom was friendly, professional, and genuinely cared about my experience. He took the time to address my concerns and made sure I felt valued as a customer. What stood out most was how the entire team made me feel like part of the family from beginning to end. It's rare to find a service department that combines technical expertise with such a welcoming and personal approach to customer care. The software update was completed efficiently, and the entire process was smooth and stress-free. I left feeling confident that my vehicle was in good hands and that the team truly cared about both my vehicle and my overall experience. Thank you to Tom, my service advisor, and the entire service department for providing exceptional service. I highly recommend this dealership to anyone looking for a service team that treats customers like family.

I have a short update: After my horrendous experience with this place, I hired a Beverly Hills Lemon Law Firm. After 7 months of taking my "brand new" 2025 Hyundai Elantra to several different Hyundai auto dealers auto shops, to get a variety of opinions, my car was officially deemed a Lemon! My attorneys filed a lawsuit against Hyundai on my behalf, in Nov. 2025. =========== This is going to be Lengthy: What went from excitement on Easter Sunday of me buying a new car, which is a 2025 Hyundai Elantra, turned into a complete nightmare!!! I have so far missed an entire week of work, because the very next day while on the Freeway, the check engine light came on and my car went from 65 mph down to 8mph ìn a matter of seconds and scared the Bleep out of Me!!! Not only did that happen, when I pressed on the brake while approaching a light in Encìno, I slid almost sideways, and then the tire pressure went from 35 or 34 to down to 2! The alignment is off, and the Manager Richard said it's because they built the roads to tilt sideways! Smh!! I tried to get a loaner, and one girl said 38 people were ahead of me. Meanwhile, Richard said 61! Then he has Johnathan order me a car from Hertz and Midway. I don't deal with Hertz, but Midway said they don't deal with them at all, and i would have to put down $300, and their contract canceled with them last year. Anyway! Richard told me they were going to keep my car for a week and a half, and that was before they even looked at it!! After I asked to speak to Tim, that is when the car rentals comes up and he tells the mechanic right in front of me, to get on my car right away, and be done by the afternoon! I stayed all morning since 7am until they closed and still had not even looked at it! Today, Saturday, I was told I could take my car as is and basically risk my life in it, and because the tire has a hole in it maybe I ran over something then I would have to pay for that, but the hole in the tire could've already been there! There's NO REASON A BRAND NEW CAR HAS ALL OF THESE ISSUES AND YOU PEOPLE WANT ME TO DRIVE IT NOW AND TELLING ME IT'S SAFE TO DRIVE??!! There's more, but I have been too stressed out over losing money for a whole week! They have a lot full of cars but I can't use not one of them?? I THINK I might have been sold a lemon! Richard and the mechanic thought at first I was lying about the check engine light until I showed pictures! Johnathan was rude to me. I told him after he gave me his cell number and told me to call him anytime about my car. When I went up to the desk to ask a question, he got hostile and told me to ask Richard! Then, I got pissed! I got out of there after a while and won't ever come back again after i FINALLY get my car fixed! Jack, their sale manager, was Extremely Rude to me after I told him that Johnathan told me to ask them to pay for my tire, which has a hole in it! He told me that he was doing ME a favor and that he doesn't sell cars with holes in tires! Well, evidently you do I said!! Not only a hole in that, but a hole in the Turbine Sensor that they are currently about to "fix" on Tuesday or Wednesday!!!??? He has SUCH A BAD ATTITUDE!!! He jumped up with an attitude to go to the service department! He's one of the Worst Ever!! This has now been a week, since i got my "brand new" Lemon!! It's Sunday April 27th today. Brakes are Still bad!! They won't fix it!! Alignment, too!

I visited this service center to get a warranty work done for my 2024 Sonata Hybrid and I had wonderful interactions with Cassandra and Christian. Cassandra helped secured me a loaner car in short notice when my car needed to stay there for a few days. She was wonderful and kept in touch with me to make sure that everything was okay. It was my first visit and they gave a pretty good first impression.

Some positives but mostly negatives. What was good is their speed at checking me in. I went twice and each time someone was available right away to take a look at the car, jot some notes down in their iPad, etc. The issue comes when dealing with the actual customer service rep. I had 6 recalls. SIX. All issues that were clearly the manufacturer's fault and they needed to be corrected. The first time I went in I only had 3 recalls ("only" being kind of a funny word here). There has also been an ongoing issue with the front parking sensors going off for no reason. I'll be stopped at a red light with nothing in front of me and they'll just start going off. I told the customer service clerk to please also look into that. He said they would. They took the car for the day to make the repairs and to look into the sensor issue and provided me with a loner vehicle so that I could run errands for the day before coming back to pick up my car. A common service of courtesy for the customer considering I purchased the car outright for several tens of thousands of dollars. I've always gotten a loner any time I've brought my past vehicles in (I used to be a loyal Lexus driver for 16 years). When I came back they explained to me that one of the recalled items wasn't in stock and that I'd have to come back to get that replaced. A little annoying considering they knew what part was needed when I made the appointment and could have easily had that part available on the day I arrived. Fact of the matter is they didn't have it and so I took my car with the intention of returning to get it replaced when I had the next opportunity to do so. Furthermore, regarding the parking sensors, the clerk basically gaslit me saying there was nothing wrong with the sensors and if they can't witness it firsthand they won't do anything about it. Kind of annoying but again, I have to cut my losses and make another appointment when I can so I can get that last part replaced. Granted, it did take me a little less than a year to get back there. Either way, I called to make the appointment and spoke with a very nice lady on the phone. She looked up my car and found out that I had 6 new recalls, including the one I couldn't get fixed last time. I even explained the story of how I went in already and the part they needed to replace wasn't available and that my parking sensors are still going off and I really need that to be looked into and fixed. She said she'd make a note to order the part so that it would be there when I arrived and made another note about the parking sensors. Flash forward to my arrival, and again, they didn't have the part!! That's a big strike 1 right there. Then when I said to the customer service clerk that I'd like to at least get the rest of the items fixed and I'll need a loner vehicle while they do the work, he looked at me like I was crazy. He said they don't provide loner vehicles. Considering I was just there less than a year ago and I got a loner vehicle, once again I was being gas lit. We argued about it and by the end I realized this was going nowhere. I took my car and left without getting anything done. On my way home, I made an appointment with the Hyundai service center in downtown. Anyone who has read through all of this and wants to find out the rest of the story, see my review for the DTLA Hyundai service center. Either way, I won't be going back to the Van Nuys Hyundai service center until they hire customer service reps who actually want to do their job and care about the customer and don't lie to their customer. I paid $50k for this car that has had problem after problem caused by the manufacturer. Unacceptable to treat me like I'm some pest. I gave them 2 stars since they did fix 2 of the 7 recalls on my car. UPDATE: received an auto response from Hyundai. Sean Evans no longer manages Hyundai Van Nuys, so they need to update their auto response bots. But again, proof there is no customer care at all. Couldn't even have a real human respond to my concerns. Taking back a star.