Pohanka Lexus Service Center

Pohanka Lexus was the worst experience I have ever had at any Lexus dealership. I would not recommend taking your car there for service. I had the unfortunate experience of taking my car there. I received a shocking bill that was 800 over what was estimated because of their inept communication skills. Never authorize work over the phone for this dealership. This dealership is very poor at their communications skills. The service writer did not explain that the cost of the work was per side. The service writer implied the the total cost. The service writer never stated over the phone the total cost or per side cost. If you need to authorize additional services make sure you go in person and review a print out. When I did go in to pick up my car the one of the girls at the counter said we could take care of this if I was willing to purchase a new car. Watch out they will try to roll the cost in. I am not in the market for a new car nor would I ever purchase from this shady dealership. DO NOT TRUST Pohanka Lexus. I would give this dealership zero stars if it was possible.

I hear a noisy fan in the Dash, Service Tech hears a noisy fan in the Dash, then a 2^nd Service guy says he doesn’t hear it and they want charge me $ 149 to diagnose? Bad Form! Perhaps it has more to do with my warranty about to run out! I don’t mind paying for repairs, but dishonorable auto service is super annoying. I can afford to go elsewhere and will.

*WARNING WORST CAR SERVICE EVER*
If you want to throw your money down to the drain just go ahead and come on in!!! At this extremely dishonest place, they’ll say whatever things possible to slice a big chunk of your hard earned money off of you. –from an ex-​employee and an ex-​costumer–

This service dealership will nickle and dime you. They don’t see the bigger picture. Go to another Lexus dealership.

Bought my car here. Great place to get service. I leave here with with peace of mind that my car is going to work great.

I purchased my Lexus from this dealership and have serviced only here for oil changes. Each time I have been in, I have waited about an hour and half. I don’t schedule appointments and have now tried different times to see if it cuts the wait time. I bring work with me and work in the quiet lounge. They do offer free wifi and computers but I bring my IPad. Yes they give you cable, drinks, food, and massage chairs but good luck getting into one of those massage chairs. People camp out in them for hours. The same people. The Honda dealership offers manicures which I would prefer. Also the general waiting area is looking a little worn and could use a cleaning. Sadly people leave their trash behind.
The staff are friendly and I forgot my 10% off coupon for the 20K service and state inspection and was awarded it anyhow. Which I am grateful for.
I appreciate that they wash my car and return it to me. This last visit I noticed my oil change sticker was not updated so I asked and a service rep replaced quickly.
The price for service is to be expected. I am contemplating trying another shop for oil changes.

I brought my car in for a tire change. My husband ran over a pothole which sliced the from passenger tire. We dropped it off and they called us about 30 minutes later and told us that the rim on that tire was broken previously and someone had welded it together. The technician didn’t feel it was safe to drive on. He asked us to call our original dealership and get them to send a new rim, since we had bought it like that and didn’t know. They went above and beyond for us and were very honest about the part itself. They were even willing to talk to the original dealership for us. Cliff Pak was our service guy and he did a great job making sure we got what we needed in a timely manner. If that rim had broken when we were driving, it would’ve been very dangerous. I highly recommend going here. They have amazing customer service and are very efficient and nice.

Excellent service! I came to see Richard and he was very friendly and helpful. I didn’t have to wait too long and the free WiFi was a bonus. I will come back!

Dissatisfied with this dealership! Purchased a vehicle from them with their platinum extended warranty. According to their brochure, this is supposed to provide us with additional peace of mind and convenience. However, I needed an assistance today and ended up getting a run around and referred to many different people since no one can pull up my vehicle in their system with the extended warranty and was told needed authorization to provide me roadside assistance and service for my car. This is definitely false advertising! There was no peace of mind nor convenience today! By the end of the day dealing with this issue, it is still not resolve and now I need to wait until Monday to verify my warranty? Why was it not in the system in the first place? Do all customers choose only weekdays and business hours for their vehicle to break down and need help?

Thank you! Thank you! Thank you!!! Richard helped me in such a fast and friendly way. He understood that I don’t know what I needed and he got was kind to make sure it was within my budget! Thank you Richard for your help! Will come back for You!

I really wish I could give this place zero stars. But, I suppose one star is acceptable since I snagged a couple of ice creams for me and my wife. But seriously, this place is so horrific that I’m convinced the other «good» reviews on here are from friends/​family of the workers.
Avoid this place AT ALL COSTS. Drive a little bit further and go to another service location. As I explained the issues with my 2014 CPO vehicle, the «customer service» rep Richard stated «if we can’t duplicate it, there’s nothing we can do». OK. Sweet.
I get a call back 45 minutes later stating that the smell coming from my car was due to a piece (spelled «peace» multiple times on my paperwork, LOL) of plastic melted on the exhaust. I presume they already had the car on the lift, and spotted the item — so I ask… would you be able to remove it for me? My boy Richard’s response: Nope, it’s not a mechanical issue so it’s not covered under CPO warranty. It’ll be $ 300 to remove it. Oh, and we couldn’t replicate your other issue.
What. a. joke.
To add additional insult, my favorite customer service rep tells me that he «waived» a $ 149 diagnostic fee for me. THANKS FOR THE GREAT SERVICE! This isn’t the first issue I’ve had with this place, but I finally feel compelled to write something on Unilocal.Listen to the reviews — GO ELSEWHERE!!!

Now going on 2.5 hours to replace one tire that had a nail in it. I came in at 6:15pm… It is now 8:37pm. What takes this long to replace a tire? One tire!!! Are they going through my car and taking good parts? Are they going through my car for things to steal? What in the world would take 2.5 hours?

The service is very friendly, and the free loaner cars are definitely nice, but I have been to this dealership twice now, and both times I have had to return to have my repairs redone…
2 out of 2 is a pretty unacceptable rate of unsuccessfulness!
Update: i just brought my car back to fix the windshield wiper arm that they incorrectly installed yesterday. The first technician literally grabs the wiper and tries to bend it down into place. I ask him to stop and tell him there’s no way that is the correct way to «readjust» it! He says «It’s just in ‘winter mode’- they leave them up a little so the snow can collect underneath.»
WHAAAT?!?
So the second guy grabs the wiper and starts to bend it down, and I have to raise my voice and ask him to stop… He says «It’s supposed to be this way.»
Again: WHAT?
I show a third tech the line where my wiper used to rest when not in use– as I’m talking one of the service reps inside, likely watching me get visibly frustrated, comes out and promises to take it back «immediately» and «make sure it gets done right». 15 min later they bring it back out triumphantly claiming «sir– you car is ready!».
WRONG!
Nothing had changed.
Well they maybe moved the wiper 1 mm of the 2in it needed to go to be back in it’s original location!
So here I am waiting AGAIN for a WIPER ARM to get adjusted!
Loaner cars aside– I’d rather wait a few hours and have it done right the first time!

I have always had amazing service at this dealership. I only wish that they were closer to me. my husband took the car in for service and unfortunately he did not have the same experience. He waited over 3 hours for a check engine light. He saw many people come and go before he was done. When he told me about his experience, i was shocked. He left his headphones there and i tried to track it down a few days later. After a few tries, i finally talked to the amazong cliff. He not only found the headphones but volunteered to drive it to my house at 11pm agter after he got off of work. Cliff also called me the next day to make sure i received the headphones. So sweet!!! Not sure i can convince my husband to go back but i do love this place.
They go above and beyond to help people. Cliff’s actions just shows you how much they care about their customers. Thanks cliff!!!

Seems like a nice enough place on the surface. Called to make an appt for tire evaluation repair on brand new lease. Told me they are very slow and should be quick. Normal level of dealer service condescension at start. Only two cars in garage when I pulled up yet they didn’t even start looking at it until I asked 1 hour into the visit. There are about 8 guys in cheap shirts and ties at the desks, yet I had to ask for help every time I approached and they all look surly. I would say that they are desperately in need of customer appreciation training.
Going to have the tire repaired elsewhere for ¹⁄₃ the cost and a lot more care and convenience. Thanks anyway and won’t come here for service unless it’s the only option.

Got a pretty awesome deal on a lease here, but that’s only bc I did tons of research and literally walked in there with my laptop, utilizing multiple spreadsheets with all the number crunching laid out. Initially, they used the good ol bait n switch to get me down there – and by no means is this dealership close to where I live. They also employed the waiting routine aka let’s see if he caves in. Dealing with the finance guy was a whole different ballgame. In the end, I was clearly the victor. With zero down, a super low MF (money factor aka APR) due to December to remember, in combination with max MSDs, adequate mileage, and a couple accessories thrown in, I was most definitely a happy camper.
About 10 months later, I came all the way back to get my car serviced. The entire experience was nice n smooth. No reservation needed. I was in and out of there in about 90m flat. The waiting area has a ton of drinks, snacks, fruits, wi-​fi, and small tvs. If you walk to the other side, you’ll get to the sports center, where there are 3 huge tvs with large leather couches and massage chairs. Pretty much your typical man-​cave, and obviously where I spent the majority of my time. 90m flew by~ One thing I noticed was my car wasn’t washed after the service. Now, this is something I had assumed would be automatic, but it clearly wasn’t. Turns out you need to request the free car wash. Oh well, lesson learned. Next time!

This review is for the service department.
Long story in bullet version.
— Had an RX truck with a leak
— Brought it here to get it diagnosed (was quoted something like 120)
— Guy calls me and said we have no idea why it’s leaking
— i ask them to look again, it’s a Lexus, where am i supposed to go from here if you guys can’t stand behind your own cars.
— calls me back and says their guy took the car apart and it took them 3 hours to do so he was going to charge me 390
— i laughed and said «the hell you are» (means «no you’re not»)
— tells me the trunk needs to be realigned
— 2 body shops tell me there is no realignment necessary
Good job on service guys!!!
Keep it up!

Solid 3 stars! I’ve always had a pleasant experience here, but nothing to write home about. I like that the waiting area is stocked with beverages and snacks (even of the healthy variety) to help whiling away the time be less painful.
The employees I’ve interacted with here have all been pleasant, but my memories consist of a lot of waiting. It once took over an hour to get my battery checked.

Stay away is my best advice!
Unfortunately, I can only give them one star for the convenience of a loaner while they work on your car.
I had a dedicated customer service rep at Rockville Lexus, but after he left I decided to try out Pohanka Lexus as they are close to my home. My recent experience has been nothing but a nightmare. I brought my car in with what turns out to be a calliper problem. Yet the week and a half they were working on my car — they were working on the engine and advising me I needed engine flush and spark plugs changed, etc. Long story short, a week and a half, 4 trips, $ 800 later, my car had its original problem with the caliper unaddressed. At the end, I was quoted $ 1500 to repair the problem. Took it to Jap Auto in Falls Church and got the problem fixed next day for half the cost!
Will not advise any of my clients to go there. Its all about politics and getting you to do work that you don’t need.

I am reviewing them for their service. This is the best service for the price that you’re going to get. I have gotten my oil changes here, tires rotated and balanced and my rack and pinion assembly changed out. They quote you fair prices (I’ve compared their prices to non-​dealers). They are willing to help you. My personal favorite to work with is Freddy. That guy knows what’s up.
One of the reviewers gave them 1 star for the $ 170 diagnostic fee. While that may seem ludicrous, you can take it upon yourself to get all the information before coming to the dealer. The $ 170 is deducted from your final service bill so as long as you get service done from the dealer, the diagnostic is free.

I had a horrible experience with Pohanka Lexus — I spoke with Dennis Mello multiple times about getting the dealerships best deal on a Lexus NX300H. He was unresponsive so we decided to purchase our vehicle from Lindsay Lexus in Alexandria where we felt like valued customers that were treated with dignity and respect. After repeated phone calls from Dennis 3 weeks later (we had already purchased our NX) about coming into test drive a vehicle (he also had no recollection of our conversations) I sent him, the sales manager and general manager an email about my experience he responded with:
«With that said, I have to ask, did you really intentionally send this to the general manager of the dealership? Did my oversight really give you that level of dissatisfaction… Now I hope it doesn’t cost me my job.»
The audacity Dennis had to blame me for his job being on the line is appalling when he delivered extremely poor service to a potential customer and drove them to another dealership. I would highly recommend taking your service else where.