Pohanka Lexus Chantilly

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

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

On February 17, 2025, I arrived at Pohanka Lexus at 12:30 PM for service. The check-in process was completely disorganized—there was no clear line, and customers rushed forward when advisors called “Next,” l PM for service. The check-in process was completely disorganized—there was no clear line, and customers rushed forward when advisors called “Next,” leading to people cutting in. Despite five staff members and a manager (Albert Yawson), only two advisors and the manager were actively assisting customers. After 15 minutes, Charles Nguyen helped me but was unprofessional. When I asked about my car, he told me to Google it. He initially said washer fluid wouldn’t be added, then changed his answer after checking. I also asked about the complimentary car wash, and he confirmed it. I specifically told him I would be waiting on the second level, and he said he would notify me when my car was ready. By 3:30 PM, I had received no updates. I called the service desk, only to learn my car had been ready for over an hour. When I confronted Charles, he falsely claimed he thought I had left. He then sent me to find my car, saying the keys were inside, but after searching multiple parking lots in freezing weather, an employee informed me that keys are always kept inside. After retrieving them, I found my car wasn’t washed or vacuumed. I had to wait another 90 minutes for the promised car wash, with Charles repeatedly forgetting about it. Only when I complained to Albert Yawson did my car finally get washed—over an hour late. Thinking my ordeal was over, I drove home, only to discover a long scratch on my windshield. I returned immediately, but Albert denied responsibility, insisting it was safe to drive. Throughout this entire experience, no one apologized, and the lack of professionalism and customer service was unacceptable. More

This is the second time I am getting ripped up by Pohanka Lexus service department. This time I took my car in because it had a slow leak in one of my tires. They called that there is nail in the tire and Lexus service department. This time I took my car in because it had a slow leak in one of my tires. They called that there is nail in the tire and although tire has under 15,000 miles we cannot repair the tire and I have to buy a new tire. I told them fine but, please keep my old tire for me. Not only they did not keep the tire, they charged me $30.00 to recycle it. More

Worst Lexus Service Department in the DMV. Purchasing a luxury vehicle should be a red carpet pleasant experience from point of purchase and throughout ownership. At least that is the goal I t Purchasing a luxury vehicle should be a red carpet pleasant experience from point of purchase and throughout ownership. At least that is the goal I think the manufacturer intended for there customer’s experience. Unfortunately there are dealer groups like Pohanka who’s clear concern for profit margins has left customer like myself and others receiving a fast food experience in addition to in my case the service department damaging my flag ship line vehicle. Please make sure to check your vehicle before and after should you service here because when they damage your car they will not tell you nor give you the courtesy of returning your call from the so called service Director, General Manager all the way up to execute level management. If you are lucky the best you will get is a nasty attitude, followed by denial and no accountability with a splash of aggression and a hint of arrogance like they are doing you a favor and you are lucky to get it. For those that love McDonald’s quality service and food this is a great place to go. Try one of the other Lexus dealers in theDMV for a luxury experience. Thanks for taking the time to read this review I hope it saves you TIME, MONEY AND THE HEADACHE of experiencing the worst service from a so called luxury dealership in the DMV. More

Today I visited Pohanka Lexus for both annual inspection and to add new front brakes. My wonderful and extremely active service rep Hetty Stoner greeted me in her usual euphoric smile and proactive professi and to add new front brakes. My wonderful and extremely active service rep Hetty Stoner greeted me in her usual euphoric smile and proactive professional demeanor. Again I had my worked upon by the excellent Camaou my African brother0-in-arms. Such a wonderful and outstanding mechanic. My 2014 ES 350 with 71,000 miles never looked better and drives even better. I always visit with Miss Tricia head of all Service and with General Manager Gary Whipkey. Pohanka is the diamond imperial of all dealerships and I love the vip treatment even though I am a normal customer who appreciates the quality professional product given to me each and every time since April 2014. Hetty, Camaou, Tricia, Gary and the exceptional expertise at this dealership is cause to keep my loyalty in tact and to never look elsewhere. Rob Rothstein Lansdowne, Virginia 20176 More

Special thanks to Asad Malik for the outstanding customer service. I very much appreciate his help and professionalism. service. I very much appreciate his help and professionalism. More

Working with Daniel G in service is amazing. Tricia service manager is great. Both went above and beyond to provide quality service. Thanks! Tricia service manager is great. Both went above and beyond to provide quality service. Thanks! More

I brought my RX400H suv in for an oil change. I was told by Ms. Dana Pablo it was a $600 service because I had 195k miles on it. I was then told by Ms. Pablo that the technicians couldn't get th I was told by Ms. Dana Pablo it was a $600 service because I had 195k miles on it. I was then told by Ms. Pablo that the technicians couldn't get the oil plug back on because over time the Lexus service technicians have stripped the grooves off. Ms. Pablo said I would need to buy a new oil pan that cost over $1500. I explained I've never heard of something like that because I had a 1997 Chevrolet Cavalier that needed an oil change every 3k miles which is sooner than the lexus needs due to 5k miles service interval. Ms. Pablo put me in a loaner car due to it couldn't be fixed until the next day, 21Jul2022. I drove it home & parked the loaner car in my garage 20Jul2022. The following afternoon I drove it and started noticing ants were in the car. I popped the loaner cars trunk and that's when I saw thick lines of ants traveling the outline of the trunk where the trunk enclosure sits on when you close it. I sprayed the peremiter, not inside the trunk, with my hand sanitizer and I called Ms. Pablo. Ms. Pablo informed me that it's happened to another customer and she believes it's where they park there loaner cars at. Ms. Pablo stated she would inform the loaner car attendant about the vehicles infestation. When I returned home and popped the trunk again, even more ants were out and I saw they were coming out of the tail lights too. I guess the hand sanitizer aggravated them. There was no way I was driving approximately an hour in this car back to the dealership with this aggravated infestation, so I sprayed raid on the outer lining of the trunk and tail lights before driving it back. I retrieved my vehicle from lexus 21Jul2022. 22Jul2022, I put my belongings back in my car and noticed a ding in my clear coat on my wood grain of my passenger driver's side door. I called Ms. Pablo and she stated service technicians no longer go in the back of vehicles to vacuum carpet but they only open the back doors if service is needed through that entrance and my repairs didn't require back door entrance. Ms. Pablo stated I could review the footage and I asked if I had to drive up there or would you send me a link to review it. Ms. Pablo then stated she needed to talk to her manager, Albert Yawson, and she'll call me back. Ms. Pablo then called me from her cell phone because she wanted me to text a picture of the ding. Ms. Pablo then called me back and stated it looks like something is smeared on it instead of it being a ding. I said "you don't think I tried to rub it off and check that already?" Well, I did and it's a ding in the 2008 factory clear coat that still is intact on my 2008 vehicle because that's how good I take care of my cars. Ms. Pablo stated unless I took a picture of my door prior to drop off, Lexus will not take responsibility and Lexus will not review the footage either nor can I review the footage. I then called Lexus corporate and was informed that each dealership is individually owned and has their own dealership corporate complaint authority. I've left a message with the Pohanka corporate complaint person, Dawn Phillips, but she hasn't spoken to me. This dealership needs to be reported to Lexus original owners and all customers. Customers should be told to take a picture in case the above happens to them and the dealership doesn't have service technicians take accountability for their mistakes. I feel scammed about the oil plug & angry that you have cameras in the service bays for a reason but refuse to review any footage. So why are the cameras there? More