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November 2023 by Kenny Y.
I love Pohanka Lexus Customer Service. They are exceptional. Hetty my service advisor makes sure I get top notch service and that it is an enjoyable experience.
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November 2023 by John A.
Pohanka did a grat job servicing our new vehicle. The staff were friendly and professional.
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October 2023 by J D.
Christy, Jimmy and Ganbat made my new car purchase an stress-free experience! Professional and knowledgeable, they were able to get me out of a rut. I am so grateful for their assistance.
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October 2023 by Rebecca L.
I drive a bit to have my Lexus serviced at Pohanka because they make it so convenient,pleasant and efficient. I am always presented with a complete scope of service,pricing and wait time. The lounge options for waiting include a quiet,comfortable work space or TV and snack area. The service reps are well trained in a positive customer experience and I have never had an issue with the quality of work. Highly recommend
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October 2023 by Laurie H.
Roger was amazing to work with and kept me informed along the process as I waited for the car to come in. He was very patient in showing me the attributes of the car as I have never owned a car with so many smart features. He spent time with me and I never felt rushed. It was a smooth and easy process. Assad, the business manager, did all the financing paperwork with me. It was a smooth process and not a hard sell for additional packages. He showed me which packages were available, explained each feature and let me decide. I did not feel pressured which I usually feel in times past when buying cars. I usually dread the car buying process but this was great!
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October 2023 by André S.
great customer service! I would recommend this to anyone. I recently moved to Frederick MD and the closest Lexus dealership was either in Rockville MD or in Chantilly VA. I took my chance with Pohanka Lexus and let me tell you, I only go there to service my car. No appointment's needed and the environment is very welcoming.
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September 2023 by Otis H.
I love my new Lexus GS 350 F-Sport but I can honestly say this was the worst car buying experience I've had at a dealership. I've purchased 5 vehicles from major dealerships throughout my adulthood so I'm not new to the car buying experience. I was told this dealership is considered the #1 Lexus dealership on the east coast. However, the customer service and the way I was treated did not measure up to that claim.For starters, my sales representative was extremely nice. However, she was not knowledgeable about my car despite being the individual who responded to my internet inquiry regarding the GS 350, which should have been the first red flag. I'll refrain from mentioning her name because this review is meant be a source of information for future buyers rather than punitive.I negotiated the price of the Lexus and my trade-in's value. Sales Manager, Hassan Trombati, was also involved in the process and I found him to be a straight shooter, very professional, experienced, and knowledgeable throughout my entire buying experience that spanned across two visits.I obtained financing through my personal credit union and returned the next day to continue the purchasing process, but this is when my experience took an unforgettable turn for the worst. Despite me making it clear numerous times to my sales rep that I acquired my own financing and even provided proof of the financing, the finance department ran my credit without my permission. I was made aware of a credit monitoring alert sent to my email. I immediately confronted the finance department about the credit pull alert. The finance rep was apologetic and attributed the mistake to miscommunication initially; however, in the midst of conversation it was revealed she thought she could be sneaky and pull my credit without me knowing in hopes of presenting me with a better financing deal because she "thought it would only be a soft credit pull." I asked to speak to her supervision so Finance Director, Jimmy Zayed, entered the picture. The situation went further downhill as his demeanor gave off a "I really don't care" vibe and was solidified when Mr. Zayed stated almost verbatim "....I mean the mistake happened, what do you want me to do about it!" I informed Mr. Zayed that was not the response a customer expects to hear when they are clearly upset regarding a mistake made by a business, and a little professional courtesy and empathy would have gone a long way rather than acting dismissive and nonchalant about the matter. I requested to work with completely different finance staff to finalize the purchase.Sales Manager, Hassan Trombati, was informed of the situation and actually came to speak with me again. Once again, Mr. Trombati was amazing and made up for the finance departments short comings as he expressed sincere empathy for how I felt and was extremely apologetic regarding the way I was treated, specifically Mr. Zayed's comments. Mr. Trombati asked if knocking down the price of the GS 350 several hundred dollars would make up for the previous blunders. I accepted the offer and informed him all I wanted initially was a little professional courtesy in the form of an apology and a little empathy. I also informed him I REALLY appreciated his efforts and professionalism throughout the entire process. I felt Mr. Trombati was the only individual that treated me with the sincere professional courtesy and respect I deserved as a buyer. Ultimately, I completed my purchase with a nice gentleman in finance shortly after my last conversation with Mr. Trombati and went about my business with my new car.Unfortunately, I would not recommend their dealership or my sales representative to anyone because of the aforementioned issues. Hopefully this review helps individuals who are considering purchasing from this dealership. More importantly, I hope this review helps the dealership improve their overall customer service and communication because my experience was COMPLETELY avoidable with a higher level of communication an
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June 2023 by Hav_ A.
I have a great experience with Pohanka Lexus/ Chantilly every time I step through the door. I first come to know this dealership through my sale representative who worked diligently to assist and provide impeccable customer service. Since then whenever I take my car to be serviced, I am treated with extremely exceptional care. The service center is wonderful, comfortable and loaded with snacks, coffee, sodas, ice cream you name it. I relax in one of the many lounges feed my face and watch television on one of the large screen televisions. I'm always at ease there because I know my car is in good capable hands. Once my car is ready, one of the reps come find me resting somewhere on one of the two story customer lounge areas.I tell everyone about this place every-time I'm there. I have even taken pictures just to share with people how nice things are there.Thanks Pohanka Lexus of Chantilly!Keep up the amazing work!tpompey
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June 2023 by Chana F.
Update: After shopping around for a better trade-in deal, this dealership turned out to have offered the fairest deal and was recommended to me by one of its competitors. Pohanka Lexus has a sister dealership next door, Pohanka Chevrolet, which honored this site's offer past the expiration date. The only reason that I did not give 5 stars is that my transaction was not completed here, so I do not know what that experience is like. I am delighted to say, I was wrong about this dealership. Sometimes it is great to be wrong and to realize how much integrity and fairness a business does have. If you want to shop for a car here or to sell your vehicle, go ahead and query them. Keep an open mind, because it seems that Pohanka Lexus is quite fair. Perhaps the style of communication at Pohanka Chevrolet is more to my liking, but Pohanka Lexus is rather stand-up. We should give thanks where thanks is due and encourage good businesses when we can. Good job for surprising me, Pohanka Lexus. I appreciate it.
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March 2023 by Bob C.
My regular service advisor, Reza, was out for the evening because I came around 8 PM. I had already been underneath one car this weekend and I didn't want to work on my truck.Marie was absolutely great, got me checked in, had a few laughs, and reached out to me when the service was done. She also came upstairs to touch base briefly, and that was appreciated as well. They looked over the truck and let me know what was good and what was bad and what might need service in 5000 miles. She even reminded me of tire rotation, which I had forgotten to ask for, but it needed done.Pohanka definitely gets a 10 out of 10 each time !!
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March 2023 by Cyril P.
Beware if you're taking your vehicle in for service. Make sure you're getting charged properly for the parts they install as they will take your money and defraud you. I took my RX330 to get a new alternator. They charged me over 1000 dollars to replace it ($300 for the part). There dealership started they use Lexus parts with Lexus vehicles, but they installed a third party remanufactured part into mine without asking or stating they used a remanufactured part.
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March 2023 by Jon C.
I got my car serviced at Lexus in Chantilly and the last visit was one of the best. I walked in and Reza immediately greeted me and got the process started. Throughout the next 2 days Reza kept me informed of the progress of the fix, and brought to my attention a few other items and worked with me to get the part. great customer service
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March 2023 by Marie C.
We are very pleased with the Pohanka new Lexus buying experience. Fraz was very supportive in facilitating our journey through the purchasing process. We opted for financing from Pohanka, the rate offered is competitive and the approval was very quick. The technologist was very helpful in guiding us through the use of car's features and functions particularly in setting up Apple CarPlay.
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February 2023 by Candi C.
Beware of Extra Charges; consistent with other reviews, it's pricey and not better quality. Customer service adds unnecessary charges and does not take accountability for mistakes.Our customer service rep for this past visit was Luigi. We wanted a simple 35k mile maintenance check for our RX350 that is only 2.5 yrs old. Our last visit was 5 months ago for 30k maintenance check, at which time we spent $3k on regular maintenance and new tires. Luigi immediately doubled this visit's quote to over $700, at checkin prior to the service visit, by recommending an engine coolant change. I asked if there was a test that confirmed it was needed and he said no; it was just needed at 35k miles. However, please note this was not listed on the 35k maintenance checklist as a requirement, this was additional charge quoted immediately at checkin. I reluctantly accepted it.During the service, Luigi stated the technician noted we needed new brake pads and roters, increasing the total by more than 200%. After many attempts requesting data to understand why this recommendation was not noted in the prior visit 5 months earlier, Luigi admitted that he also questioned the data with the technician.When I expressed concern about the initial coolant change recommendation, Luigi backpedaled on his initial answer that there wasn't a test, stating there was, but they don't do it. Luigi did not take accountability for misrepresenting the need.When I expressed concern over the questionable data supporting the brake pad and roter replacement, he again reflected a lack of accountability and stated he only expressed the recommendations and we could do whatever we wanted. We chose not to accept this recommendation and will go to another trusted service provider going forward.When I called the facility after our visit and asked to speak to management, they transferred me back to said Luigi...We have had Acura vehicles for almost 20 yrs from Pohanka Acura, just steps away from Pohanka Lexus, and have never had a bad experience. This is our first Lexus and we will not buy another one as a result of the questionable customer service demonstrated here. There is a trend of adding hefty costs to each standard maintenance visit; above is just the latest example.
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February 2023 by Danielle K.
Marie was so very helpful ran in for quick service on my Lexus Nx 300 not only was she professional, quick and explained everything for me . Marie potentially saved me 1000s by catching issue before it was a problem.
