Pohanka Lexus Chantilly

Service Nightmare. Went in for a regular maintenance Friday afternoon. Was advised it would take 1.5-2 hours. Over 2 hours later I was advised it would be at least 3 mi Went in for a regular maintenance Friday afternoon. Was advised it would take 1.5-2 hours. Over 2 hours later I was advised it would be at least 3 minutes more. Overheard a few service advisors talking, how they were backlogged and short on maintenance techs. I watched people who arrived after me leave. It was 4 hours later when vehicle was finally finished. Zero apologies. Service advisor claimed he "gave me" a 10%:discount only to see on work order it was a military discount which I earned as a retiree. With few options for service locations things are difficult. If only there were more options for quality service. More

Working with Alec G. at Pohanka Lexus was truly one of the best car-buying experiences our family has ever had. From the moment we met him, Alec stood out. He has such at Pohanka Lexus was truly one of the best car-buying experiences our family has ever had. From the moment we met him, Alec stood out. He has such a calm, kind, and professional demeanor that immediately makes you feel comfortable. There was absolutely no pressure, no sales tactics just honest conversation, guidance, and genuine care. He took his time, answered every question, and made sure everything was understood without ever making us feel rushed. What makes Alec exceptional is that he treats you like a person, not a sale. He listened, he respected our pace, and he allowed the experience to be exciting instead of stressful More

-1000⭐️ is for the finance department. YES NEGATIVE 1000. I can not figure out how to start a new review so I am adding onto a previous one. Please read until the end. This will be very YES NEGATIVE 1000. I can not figure out how to start a new review so I am adding onto a previous one. Please read until the end. This will be very long winded but detailed. 5⭐️Service Advisor Reza is always great. Highly recommend him. (that was my original review and it still stands.) -1000 ⭐️ * detailed back story. I put a deposit down for the redesigned 2022 NX when they were taking allocations several years ago. Traded it in a year later for a 2023 RX FSport. Had that suv for a couple years. Traded it in and put a deposit down on a 2025 GX 550 at the beginning of this year and an allocation came through a month later. I used the same salesman Kenddrie for all 3 purchases. 12/10 Highly recommend him. He was sensational. Absolutely no issues with him, the process was fun and enjoyable, am extremely satisfied with his service. My utter disgust is with an individual finance department female person. I say person because she was horrid as an employee. I bought all 3 suvs with cash. I did not need in house or bank assistance/financing. I am fully aware the money is made by all the add ons, markups and packages. The NX, RX went great. No problems. Did not feel pushed or pressured. Got the add ons and packages/extended warranty I wanted. Perfect. This finance person was pushy. Like really overly pushy. I said NO at least 5 times to ceramic coating, dent, paint repair packages. 2 separate packages. She told me the $ I was receiving back from previous packages on the RX would exceed the cost of new add ons for the GX. Basically it would pay for itself and then some. | finally caved and said fine. Because she told me a dollar amount that would cancel it out so no extra $ out of pocket for those packages. I took ownership of the GX and went home. I contacted her WITHIN the 30 day window to cancel the dent/paint protection plan package. She asked me to write an email stating I wanted to cancel the package but don't say anything that would get her in trouble. Weird but ok. Sent her that email immediately. Several days later still within the 30 days I text her again. She said she sent the cancellation form in and it would be processed a couple days later. A couple days later I received a check. It was almost $1,000 less then amount quoted I would be receiving back from the RX packages. I contacted her again and she said that there was another check on the way. I ended up getting another check but it was for over payment on the GX not the RX. I trusted that she submitted the cancellation form and that a check for the $1,600 would show up eventually. 2 months go by. I contact her. She said she's seen it take 6 months to get a cancellation check I said ok. It has now been 10 months since I purchased the GX. I have yet to receive the almost $1,000 and $1,600 checks. Too say I am very very very angry is an understatement. All her xx. All her runaround. All her yeah yeah yeahs. I bought 3 cars in a span of 3 years from this dealership. Never complained about pricing and was happy to support this dealership as they had always been on the up and up with me. Service department has had some zonks but that's a different issue. This person literally lied to me twice and thought nothing of it. I should put her name on blast. But I am not going to. Just heads up please when dealing with the finance department go talk to the head director if things come up. I should have done that and just bypassed dealing with that deceitful unethical terrible person. She is not an asset to their dealership and I can not say enough negatives about her and her work behavior. She does them a total disservice and is not the standard that they should want to uphold. More

Poor communication, follow up and sense of urgency. I would never buy a vehicle, nonetheless a $100k vehicle from Pohanka Lexus. Gambat was my helper. Not sure if he is a true sales person or bot/as I would never buy a vehicle, nonetheless a $100k vehicle from Pohanka Lexus. Gambat was my helper. Not sure if he is a true sales person or bot/assistant. He was zero help. Never followed up. I was hunting down a car that was coming in from FL and was hot for it. Cash buyer and excellent credit. I owned one just like the same vehicle and just sold it, so as far as any sales leads go I should have been a hot lead. Gambat/Pohanka completely dropped the ball and never told me the car came it. I waited to see if they would reach out and never did, and the car sold weeks later. Pohanka must not have wanted my business. Terrible service and experience. The manager sure did spam me to death and one time I pinged him back and he just routed me back to Gambat. The sales assistants sent me numerous generic messages and now I have the wonderful leftover collateral damage left of spam emails as well as texts from the dealership. Booo! More

I came to Pohanka Lexus of Chantilly for the first time today for front brake replacement on my Lexus GX460. I came in and customer service was nonchalant. When my car was ready, the service representative today for front brake replacement on my Lexus GX460. I came in and customer service was nonchalant. When my car was ready, the service representative did not come to inform me that my car was ready. I happen to notice it outside, so I proceeded to the reception.eventually, the service staff prepared my bill and II made a payment.I asked the cashier what to do next, she stated that I should just go outside, the key will be inside the car. I took my care and drove away. Thirty minutes later, my left rear tire blew out. I have never seen anything like this. I called immediately and the service representative placed me on hold forever. I persisted, and I was able to talk to someone, then the representative whose team serviced my car.He had no compassion, no courtesy. He kept telling me that they only dealt with the front brakes. They had nothing to do with the rear wheels. I asked to talk to the service manager. It was really difficult. At a certain point, all my calls to the representative went straight to voicemail.I went on the chat on the website to express my concerns about the incident. Then the service manager called me. He told me that they were not accountable for what just happened to the rear tire of my vehicle. He said I might have hit something on the road, which I told him did not happen., Then he stated that there was road work everywhere, and I might have hit a nail or something else. He offered no resolution,no standing behind their brand. I felt so disappointed that I took my Lexus to this dealership and I sat there in the middle of the Beltway with a broken car, which a few hours ago allowed me to drive to this location. I now have to miss work, then have the car serviced again elsewhere to understand what happened. Upon checking the tire pressure on all remaining tires, it was above 45 psi.I wonder if the tire pressure was checked out before they handed me the car. I do not know what to think. I believe this place is the worst Lexus dealership and the worst dealership I have ever been to. I take pride in performing regular maintenance on my cars. Never Have I left a dealership post maintenance and I have a serious problem with the car in the middle of traffic. I will not recommend this place to anyone who takes pride in proper and professional maintenance of their vehicle. Car maintenance is for safety. More

Two Lexus from Mr. Qui Nguyen and Mr. Kirk Schwartz in two months. Can't thank them enough for a pleasant and easy experience. Great customer service and transparent pr Qui Nguyen and Mr. Kirk Schwartz in two months. Can't thank them enough for a pleasant and easy experience. Great customer service and transparent pricing! More

Worked out the purchase of a 2025 LS500 with Rick Praml. He said he would get the salesman to write it up. I made a plane reservation to pick up the car. The salesman, Mikail, sent me the paper work and the He said he would get the salesman to write it up. I made a plane reservation to pick up the car. The salesman, Mikail, sent me the paper work and the pricing wasn't what Rick and I agreed too. I suggested Mikail reach out to Rick to get the correct agreed upon pricing. Instead he just told me I didn't have to by the car if I didn't want it. What a crock! Buyer beware. Not sure about the dealership as a whole, but beware of these two if dealing with this dealership. Was able to cancel the flight, as it was within the 24 hour cancelation window. More

My third vehicle purchased from Nader Amirkabirian! He is professional and always a positive experience!! He is professional and always a positive experience!! More

Performed annual service the last two times. First was great, second they scratched two wheels. Nothing but excuses. Tried to blame us for everything. Very poor customer relations from servi First was great, second they scratched two wheels. Nothing but excuses. Tried to blame us for everything. Very poor customer relations from service staff, service manager to the rude and insulting general manager. Absolutely unbelievable. Possibly since we did not purchase vehicle from them. We have had 2 Lexus, purchased from others dealers out of town. Will never set foot in a Pohanka dealership. I am sure some have good experiences, but reading other reviews, some of the same named staff treated us the same way. Very sad. I will be purchasing my next Lexus soon and would have bought it here, but no way after the interaction we had. More

Don’t bring your car here for service. I brought my 2024 Lexus RX350 for service one of their new staff Samira, doesn’t know much about car will help you. Their other staff won’t even help I brought my 2024 Lexus RX350 for service one of their new staff Samira, doesn’t know much about car will help you. Their other staff won’t even help. They never call to update you about the car. My car was done the day before and the next day I had to call for an update and they said it was done the day before. This dealer will lie to you and will make lots of excuses. The service manager Albert that was suppose to call me never did. Don’t waste your time and bring your car here. Who knows if they actually do your service at all. More