Pohanka Lexus Chantilly

Just wanted to share my experience with Pohanka service department. Brought my car for 10000 miles service ( oil change, cabin filter, tire rotation and more) 15000 now, front tires are gone. Had a small department. Brought my car for 10000 miles service ( oil change, cabin filter, tire rotation and more) 15000 now, front tires are gone. Had a small chip on the left rear wheel, still there. So figured out rotation wasn't done, not sure about everything else. Posted photo from local tire shop they done for me. Call service department several times, spent hours on the phone, sounds like no body care. Not sure if I want to come again for their service and trust their excellent service as they advertised. More

Poor Sales Experience and Lack of Responsiveness The sales experience and the lack of customer service at that I experienced at Pohanka Lexus at the time of purchase, and thereafter, is appalling. Th The sales experience and the lack of customer service at that I experienced at Pohanka Lexus at the time of purchase, and thereafter, is appalling. This has by far been the worst car buying experience that I have ever encountered. I drove from 50 miles away for what I thought was a good deal, to only find myself in a horrible car buying experience. I have felt disregarded and disrespected as a consumer throughout this experience. Below are my concerns with the entire purchase process: 1. There was no overview of the features of my vehicle provided post-sale. 2. My voicemail messages and email messages were not responded to in a timely manner, and in some instances, not at all, post-purchase. 3. I was assigned a filthy loaner vehicle that I had to have cleaned (paid for out of pocket) because of the trash and yard debris that was left inside, while my vehicle was in for repair. 4. As a result of inaccurate information being shared, more specifically, the commitment of the Lexus Sales consultant that vehicle scratches could be “buffed out,” I have had to be agreeable to own a vehicle that has instantly lost resale value as a result of paint repairs because the dealership was unable to honor its committed resolution. The other option would have been for me to live with the eyesore of clumps of touchup paint on the door and rear bumper, which the dealership attempted to pass off as acceptable repairs. When I questioned it, I was told that I should not expect perfection. It should also be noted that the dealership's leadership/ownership team has failed to respond to my written complaint, further reinforcing that I do not matter as a consumer. More

OIL CHANGE AND FREE ICE CREAM Hello, I came in for an oil change. I didn't have an appointment, so I came in with low expectations. I was pleasantly surprised, with a warm, immed Hello, I came in for an oil change. I didn't have an appointment, so I came in with low expectations. I was pleasantly surprised, with a warm, immediate greeting and a smile. Efficient, no time wasted processing. I was given a loaner car so that I could continue with my daily errands as well. This actually blew me out of the water, I mean I felt like royalty!!! Also SHE OFFERED FREE ICE CREAM!! (who does that) Only to find out, the wasn't the best part! The best part of the visit came at the end. After receiving my text later that day that my car was ready, I called and asked if it was ok if came tomorrow to pick up my car? Renay said no problem. I pull in to get my car, however Renay was busy and I was immediately greeted, by another associate that began to process my transaction. Once again, superb and quality and execution. After completing my transaction, I was directed to also visit the waiting area which there was refreshments. I did partake in the refreshments, which were delicious. Now to the best part, after getting to my car, Renay, made it her purpose, to come out of the building to make sure everything was satisfactory. I've never seen that before in my life! I'm a customer for life!! More

Great experience! This is our go to dealership and Nicole has been really great to work with. She is very attentive to our needs and we leave with a smile when she take This is our go to dealership and Nicole has been really great to work with. She is very attentive to our needs and we leave with a smile when she takes care of us. Very detailed and informative, she is one of best! More

Fantastic Experience Once Again! I want to personally thank Nicole and her team for going above and beyond every single time I step into this dealership. I came in with a small proble I want to personally thank Nicole and her team for going above and beyond every single time I step into this dealership. I came in with a small problem/annoyance, and although a technician wasn’t able to diagnose it, Mike (lead service tech) physically sat in the car with my to understand my problem a little bit more and came to a resolution. Nicole made sure it was covered under my L/Certified Warranty, and the part was ordered. Nicole also came in on her day off to check in on everything. Nicole and her team, along with Mike have been exceptional in every single aspect of my visit and took care of my concern in a timely manner! Thank you again Pohanka Lexus for another phenomenal visit!! More

Fabulous car buying experience Highly recommend Seth Dryer at Pohanka. Excellent car buying experience. Professional, friendly and goes the extra mile to deliver the experience and Highly recommend Seth Dryer at Pohanka. Excellent car buying experience. Professional, friendly and goes the extra mile to deliver the experience and car you are looking for. More

Service manager I can’t even begin to tell you how great the service was for my recall on both of my cars regarding airbags, Nicole Perry is of the most amazing, cour I can’t even begin to tell you how great the service was for my recall on both of my cars regarding airbags, Nicole Perry is of the most amazing, courteous and punctual service advisers/managers I have ever had for any service on my vehicle, hats off to Nicole!!! Thanks again for everything!! More

Best service center ever This was a great experience! Beautiful clean lounge and restrooms! Nicole Perry was very pleasant and easy to work with. The time passed very quickly This was a great experience! Beautiful clean lounge and restrooms! Nicole Perry was very pleasant and easy to work with. The time passed very quickly . More

Excellent service Nicole Perry was amazing and did an excellent job taking care of me today. She provided phenomenal service and was professional. She really made my Nicole Perry was amazing and did an excellent job taking care of me today. She provided phenomenal service and was professional. She really made my day with her beautiful smile. Thanks Nicole! More

Great Service Department! I want to start out by saying that I have only brought my Lexus vehicles to Pohanka for reason only, and that's because of Nicole Perry. I have been w I want to start out by saying that I have only brought my Lexus vehicles to Pohanka for reason only, and that's because of Nicole Perry. I have been working with Nicole for over a year now with any problem/ concern I have had with my Lexus vehicles. Nicole was always so humble, kind, and went above and beyond every single time no matter how big or small the issue was. She has never failed to put a smile on her face either :). Nicole and her team have always been so communicative, friendly, and generous! The service facility is always immaculately clean, always stocked with great snacks, and delicous coffee. Oh and lets not forget the newly opened second floor with massage chairs and MORE snacks and waters! Although Pohanka is 35 minutes out of my way, I am willing to make the drive for even the smallest problem just because of Nicole and her amazing team! I want to thank Pohanka Lexus for such an amazing visit every single time I visit this dealership! Thanks again to Nicole! More