Pohanka Lexus Chantilly

Bought a car in 2006 from Pohanka Lexus. Sales experience was ok, not great. Over the past 5 years, this is how I feel: service is a rip-off, just stupidly overpriced. $300.00 for an oil cha experience was ok, not great. Over the past 5 years, this is how I feel: service is a rip-off, just stupidly overpriced. $300.00 for an oil change? Really?? I'll take it to the local garage and get it done for 20 bucks, thanks. The "complimentary car wash" is a joke, and if you don't want scratches in the paint, don't have them run it through that antique drive through mechanized contraption they call a car wash. That thing HAS to be 30 years old!! The cars are hand-dried, but they miss huge areas and the car actually looks worse than when you took it in. I just bought an Infiniti (sorry Lexus, not going through this again) and they also offer free car washes. Only Infiniti HAND WASHES the car, and it looks great. Unlike Pohanka Lexus, no missed spots, no scratches, no 2 hour wait, just an honest, great job. If you have two hours to kill like I did this afternoon, hang out outside the dealership. You will get an ear full from very unhappy employees on breaks. Sales, service, the guys who are running the car wash, top to bottom. Man, those folks are some unhappy people! More

STAY AWAY! I recently took my 2006 IS350 in for an oil STAY AWAY! I recently took my 2006 IS350 in for an oil leak which should be covered under warranty. I went in with my own documentation regarding the STAY AWAY! I recently took my 2006 IS350 in for an oil leak which should be covered under warranty. I went in with my own documentation regarding the issue, and they assured me they would take care of it. After five days and no calls, I call and it's ready. When I went to inspect their work, I was appalled. Instead of fixing the problem, they simply tried to apply a coat of silicon over the leak. I immediately returned and told them it was not fixed, and once again handed them technical service bulletin which stated that the timing cover needed to be REMOVED and resealed. I've been in the automotive repair industry for 15 years and without a doubt this is the shadiest repair I have ever seen. I'm sure they would have no problem telling me it's leaking after my warranty expires. I guess I'll have to do the 18 hour repair myself, at least I'll know it's done properly Oh. and to the service writer I overheard telling the old lady a pcv valve pumped oil into the engine, get a clue. More

I drove 55 miles to Pohanka Lexus to have basic warranty work done on a brand new HS250h, since I’ve had numerous bad experiences with the workmanship done by the local selling dealer on my previous Lexus a work done on a brand new HS250h, since I’ve had numerous bad experiences with the workmanship done by the local selling dealer on my previous Lexus and I hoped my Pohanka experience would be better. It wasn’t. The work order consisted of replacing a defective plastic panel on top of the pop-up navigation screen, securing two bumper skirts that had separated from the front bumper that the selling dealer failed to fasten during PDS, replacing a defective unraveling floormat, etc., as well as doing a fuel filler neck service campaign. After dropping off the car, I heard nothing from the dealer for a weak, so I called the several times for status/ETA. They didn’t know when it would be ready or what work had already been completed, and they could only say that I had to talk to the service writer who originally typed up the work order, who was only available during the evening shift. He could only tell me that they were waiting for parts. Two weeks after dropping off the car, it was finally ready. I wasn’t concerned about the delay since I had a loaner, but considered it poor form for them not to contact me periodically to provide an update. The loaner had trash on the rear floor and a dirty windshield - par for the course from Lexus dealers nowadays. When I picked up the car, I immediately saw the loose bumper skirts, and noticed the motorized pop-up navigation screen no longer closed completely. Several loose trim items had been diagnosed as “normal”. Also, the car hadn’t been washed as is Lexus’ custom, but that was the least of my concerns. I handed back the keys and trekked home through 55 miles of rush hour traffic in my trusty loaner. The second time I picked up the car, the bumper was fixed properly. But, I noticed black grease on the beige leather seat and on the seatbelt webbing. I cleaned the seat myself, not wanting to drive back to the dealer. As the days went by, I found more problems: loose nuts holding the rear fender liner under the gas filler, scratches/scuffs on the navigation screen bezel, indentations along the edge of a dash trim piece that had been pried off, and not all the custom settings had been programmed (e.g., windows should open via keyfob). I’m really disgusted with the carelessness of mechanics employed by Lexus’ dealers. They obviously do not follow basic processes stipulated in Toyota training manuals designed to prevent damage to customers’ vehicles. Furthermore, there appears to be no double-checking of work to ensure all requested tasks have been completed, let alone to ensure they have been completed correctly. More

Went in to buy a used Lexus at Pohanka. Our official salesman was nice enough but soon found ourselves talking to the sales manager Abtin. He basically fulfilled every stereotype of pushy salesman, tal salesman was nice enough but soon found ourselves talking to the sales manager Abtin. He basically fulfilled every stereotype of pushy salesman, talked constantly, pushy, condescending, chased us through the showroom when we were leaving. Eventually we announced we had to think about it and left. A few days later we called back and ended up talking to Abtin again. He acted like he was doing us a huge favor to even consider selling us the car, and started using a lot of slight of hand with numbers we had discussed only days ago (and claimed to have directly in front of him), got more and more condescending. Finally we decided we had enough and walked away from the car dissapointed. Perhaps I am naive to think it doesn't have to be like this but we basically had a horrible experience trying buy a car at Pohanka Lexus. More

Do not use the service department. Bought new car and brought back for first service. THey did not screw on oil plug. Found out next day with huge puddle of oil in my new garage. REal problem is sec brought back for first service. THey did not screw on oil plug. Found out next day with huge puddle of oil in my new garage. REal problem is second visit for warranty item for wheel bearing. They told my wife it was not a warranty item and charged $900 to replace a wheel bearing. I had to call Lexus national and complain and read the manual to them. They clearly agreed that it was a warranty item. Still don't have my money back. Dealer is still trying to keep the money. It has been 60 days. Don't get fooled by the slick sales and nice showroom. Do not use the service department!!! More

My wife and I purchased a used Lexus from Pohanka, older and higher mileage so not a Certified Pre-Owned. The short story is: the sales group isn't trustworthy, but we did get a good car at a pretty good pr and higher mileage so not a Certified Pre-Owned. The short story is: the sales group isn't trustworthy, but we did get a good car at a pretty good price (we've had it checked out at another Lexus dealer so we now know what we really have). Just keep in mind: their word isn't good for anything and the second they have your check, you don't exist any more. We probably should have walked away from this deal, but we did like the car and figured we would be done with them soon enough. If you are looking for the amazing service experience Lexus is famous for, don't look here! Here are the kind of things you can expect from Pohanka: * We agreed to specific things they needed to do for the car in order for us to purchase. At the end of signing all the paperwork they finally showed us the "we owe" with these items in writing, and those promises had gone from "will do" to "promise to check on." The only reason they followed through on their promise was because 1) they got caught and 2) we told them we were leaving and not writing the check. * Our car had a $200 part go bad three days after we took it off the lot -- 72 hours after we bought the car they said they put through the same inspection as any CPO vehicle. They wanted $500 for the repair with labor, and wouldn't stand behind the car at all -- not even a discount on their inflated retail service price. We left the car with them for 48 hours while they diagnosed the problem and dithered about whether they were going to do anything for us, and after 48 hours, not a word from them. My wife and I went and took the car back, and I still haven't heard a word from our salesperson or Matt the sales manager. * They claim they do the same CPO inspection for any car they put on their lot, but when you ask them for the paperwork showing how the car rated, they tell you "well, it's not a Certified Pre-Owned vehicle so we don't do that inspection." Funny, just a few minutes ago you said... More