Pohanka Lexus Chantilly

Cliff STewart should be fired How a dealership could keep Mr. Stewart is beyond belief. I was going to buy a very expensive new Lexus from them but based on the review, which has How a dealership could keep Mr. Stewart is beyond belief. I was going to buy a very expensive new Lexus from them but based on the review, which has not comment by Pohanka, I will go to a different dealer. More

Misled, Mishandled, a Mistake! #difficultlessonlearned😔 It is really challenging for me to articulate just how upsetting my experience with this dealership, or rather the salesman at this dealership, was. I It is really challenging for me to articulate just how upsetting my experience with this dealership, or rather the salesman at this dealership, was. I am still reeling from the experience. I don’t remember ever feeling so tricked before. We fell for Cliff Stewart’s BS and I feel like such an idiot now that someone else is driving the car that I had planned to purchase. After almost a week of doing our due diligence- selecting a vehicle we could afford, making sure it was sound, asking all of our questions and then some, test driving and negotiating a deal that we, not just the salesman or dealership, could feel good (albeit not great) about we were ready to purchase, literally check in hand. Cliff however convinced us that we needed to wait until his manager was in because there was “no other manager who would give us that negotiated first day deal”. He would not sell us the car that day or for that matter when we inquired the day before. Just because we were not ready on Saturday by 1pm we had to wait until Tuesday of the following week??? We were ready to purchase on Monday and the car was on the lot, available. We came in intending to bypass Cliff, who throughout our interactions had quite frankly become condescending and short and made us feel dismissed and uncomfortable. We wanted to get the car purchased and be done but decided out of kindness and fairness to give him one more chance to work with us and make this sale. We explained how we we’re feeling and made it very clear that we wanted to buy the car that day. He would not sell it. It’s worth noting here that we do not live near the dealership, in fact we live quite a distance in a bordering state. When we said we could not travel back there again he offered to deliver the car to us to prevent us from having to come back a 6th time. In fact, he promised to deliver it if we just waited one more day. We even asked about seeing another manager and he expressed being very concerned that his own mgr would “get into big trouble” and convinced us we would lose the deal. Against my better judgement we backed down- not wanting to get anyone who was supposedly trying to help us into trouble at work. Clearly naive and not well versed in the dealership game. After more than an hour we left, trusting that as Cliff said “no one is going to come in here and buy that car tonight” as it was already near 7pm. We made plans to coordinate the car coming to us and looked forward to Cliff’s call the next day. Well, we indeed got a call. “The car sold last night” he said. We couldn’t even process what he was saying. I was stung. We have a pretty good idea what happened. We were strung along and PLAYED. In 20/20 hindsight there were inconsistencies and troubling statements from Cliff that evening but when questioned he always had a quick answer and we kept giving him the benefit of the doubt. Our bad. I spoke with a manager, Vinni Nair, after we received the upsetting call from Cliff and while he was apologetic and did his best to express his outrage, shock and concern, I’m not confident at all that Cliff was or will be reprimanded in any way that is effective. And he should be on so many levels. In the interest of this already being a long review I have not detailed as much as I would like (so much!) but reader, please be clear, Cliff Stewart cannot be trusted. If you have had a good experience with him, consider yourself lucky because ours was horrible. More

A professional and efficient individual. Very satisfied. Working with Hamed to buy my car was a truly awesome experience! He found us an excellent deal, which nobody else could beat. We drove all the w Working with Hamed to buy my car was a truly awesome experience! He found us an excellent deal, which nobody else could beat. We drove all the way down from NJ for the purchase, and the paperwork was minimal and there were no surprises - a fantastic car with an awesome deal. I will definitely recommend Hamed to all my friends, who are looking for a new car. More

Service Great as always. Provided me with a loaner, and the customer lounge is great. Pohanka goes the extra mile and that is why I drive three hours to go to Great as always. Provided me with a loaner, and the customer lounge is great. Pohanka goes the extra mile and that is why I drive three hours to go to them. More people in this country need a work ethic like the one Pohanka has. More

Customer Service criteria needs to be reviewed I am concerned about the practice of servicing waiting customers before resolving customers problems that are returning vehicles because the car wasn' I am concerned about the practice of servicing waiting customers before resolving customers problems that are returning vehicles because the car wasn't repaired appropriately the first time. If seems that when the service department doesn't repair your car the first time, it is okay for you to wait a another full day for them to repair your car properly. If the service department's job is to repair cars brought in for service, if the Pohanka service department doesn't repair your car properly the first time that should be it's priority not servicing customers who wait for service. If satisfying customers is your goal you need to rethink this practice and make sure customers are satisfied that their car has been repaired properly. More

Expert Advice & Service My service advisor is more like a friend than just a worker. He knows me and my cars, and has made excellent recommendations to fit the car's maintena My service advisor is more like a friend than just a worker. He knows me and my cars, and has made excellent recommendations to fit the car's maintenance needs without exceeding my budget. Asad actually makes car service a pleasant and personal experience. More

Incompetent Service Dept On 16 March I went to Pohanka Lexus to get a GPS update for my RX350. I had previously called the Parts Dept with the intention of buying an upgrade d On 16 March I went to Pohanka Lexus to get a GPS update for my RX350. I had previously called the Parts Dept with the intention of buying an upgrade disk. They informed me that I could not buy it and I would have to come in and pay approx $150.00 for a technician to install it. Upon arrival I asked how long it would take to install it and the estimate went from 1 hr to 3 hr. In reality a grade school student could put the disk in and update it in 10 minutes. The cost estimate for the update was $365.00. I waited in the waiting room for 2 hrs. The Service rep then came to me and announced that the Parts Dept did not have the update disk for my vehicle. He could not explain why it took 2 hours for them to realize they didn't have an update disk. I departed the dealership never to return again for any reason. More

Lexus To Rmember! We went to Pohanka dealership in Chantilly to talk about financing a car only and ended up going home with a new car. Salesman, Hamed was a very easy We went to Pohanka dealership in Chantilly to talk about financing a car only and ended up going home with a new car. Salesman, Hamed was a very easy going. and patient. Going through financing was a breeze. This has been one of the best experience I had buying a new car. More

"Disappointing Approach" I decided to take my car to this service dept. and spoke with a representative who gave me the necessary information for this dealership. Once I arri I decided to take my car to this service dept. and spoke with a representative who gave me the necessary information for this dealership. Once I arrived, I stood and waited for several minutes with no-one inquiring if I needed assistance. Mind you that there are three service desks there with two-three "Service providers" there. I then called the person whom I spoke with on the phone and she then called this dept. I waited for someone to answer the phone and listened to one service provider ask, "Where is he?" I knew that it was for me and I interjected into the conversation. Needless to say, everything went fine after that. The repair service was immaculate; however, upon returning to this service dept. to return the loaner, I went through the same situation again, the long wait and no service. So, I just walked to my completely serviced car. Then, I went back into the service dept. to speak to the General Manager to voice my complaint. Mr. Allen Grim came and we spoke and I expressed about Customer Service and the importance thereof. My situation was then concluded. Michael S. More

Pampering I love taking my car to the dealer for service. Yes, one may pay a premium, but this dealer has perfected the art of customer service. Nicole Perry wa I love taking my car to the dealer for service. Yes, one may pay a premium, but this dealer has perfected the art of customer service. Nicole Perry was my service manager and she was courteous, knowledegable, and very responsive! A great experience every time since 2008. More