Pohanka Lexus

I visited Pohanka Lexus in Chantilly this week to purchase a new IS I had already done my homework as to the car's price and a KBB estimate for the Corvette Stingray I was going to trade in The sales consultant, Angel, was extremely hyper and very unorganized We selected the car and sat down to run the numbers Rather than work with me, she simply got up without saying anything and within minutes she returned with her sales manager He asked what I was looking for, a strange question considering I had done my homework, made an appt with Angel and had selected the auto to purchase So the only thing it could be was the travalue of my corvette And inde it was given his "low ball" travalue of "less than 40K." I realized I should not have given how much I still owed on the vette but Wow, less than 40Kreally?? I abruptly ended the session and commented that if I wanted to play games I would have gone to b [redacted] sWhat I should have asked in hindsight was if he had voted for O [redacted] because both of them obviously believe people are stupid! I'll never go there again, ever

I was negotiating with many dealers in my search for a Lexus RCMy results were narrowing to or when I finally call Pohanka Chantilly as they have one of the best deals for meI was texting back and forth with Zack and his manager was thereEverything seemed okay until we starting discussing buyingZack was offering good price via text but when I showed up price is changeBait and- switch pricingI waste my all day thereevery price they offer over phone / text they won't cover in reality! I never deal with such bad dealership, they trapped me in offering $monthly over the phone, at the time I arrived the price jumped to $Do not ever go there!

Pohanka Lexus was the worst experience I have ever had at any Lexus dealershipI would not recommend taking your car there for serviceI had the unfortunate experience of taking my car thereI received a shocking bill that was over what was estimated because of their inept communication skillsNever authorize work over the phone for this dealershipThis dealership is very poor at their communications skillsThe service writer did not explain that the cost of the work was per sideThe service writer implied the the total costThe service writer never stated over the phone the total cost or per side costIf you need to authorize additional services make sure you go in person and review a print outWhen 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 carWatch out they will try to roll the cost inI am not in the market for a new car nor would I ever purchase from this shady dealershipDO NOT TRUST Pohanka Lexus

WORST CUSTOMER SERVICE EVERI recently purchased a used car at this dealership from Bernie M***He was very responsive before the sale was doneHe said the great thing about the car I way buying was that it came with keysI though that was greatHe delivered the car and left the key at my front doorI realized that he only left one keyI texted him and asked where is the second key? He responded that he made a mistake and that a different car came with two keys, not the one I purchasedThat means I would have to pay over three hundred dollars for a second keyA cost that I had not expected to haveWe texted back and forth trying to resolve the issueAs soon as he received the check from my credit union he became unresponsiveAbtin V*** who is a sales manager became involved and said he would follow up with original owner to see if he could locate the extra key and get back to meNeedless to say he returned the call one week later only after I contacted Garry W*** the general managerMrW*** was not helpful at all and seemed annoyed that I even contacted him stating that Abtin can take care of itI asked him how I should proceed if Abtin has not followed up I a week? He replied Abtin will call me tomorrow and that Abtin told him that I knew all along that the car did not come with two keysTherefore insinuating that I was lying even though I have the text messages to prove itAt this point I was fed up and called lexus customer service/corporate who immediately agreed to cover the cost of the keyThis is my family's 5th lexusWe normally do business with Lindsay Lexus in alexandria who provide excellent customer serviceI will never do business with pohanka againThey forget about the customer as soon as they get your moneyA*** did call back, he stated there are too many stories going around, he gave us a good price on the carPointless callBuy here at your own risk

We found the used vehicle through our Credit Union, which offers special "guaranteed" pricing for member dealersWe test drove the vehicle and discussed priceWe showed the sales person the printed "price guarantee" from the Credit Union for that specific vehicleHe took the print out to his manager, he returned and we agreed upon the priceWhen it came time to finalize the deal the sales person took us to the administrative assistant who printed the final invoiceThe final invoice left off the $423, that was included in the agreed upon priceThe administrative assistant then brought the sales person into the office and the two began pretending like it was a simple errorThen they took the same exact printout to the "manager" and finally agreed upon the guaranteed priceIf you purchase here they will try these little scams to squeeze every penny out of youCaveat emptor, and remember, there's no such thing as an honest sales person

Re: Complaint ID - ***
Our customer purchased an extended warranty for $2,plus tax to cover the vehicle for yrs./100kWhen the customer purchases an extended warranty, it surpersedes the original Lexus Certified warranty and new warranty takes effect immediately
A refund is available when cancelling but not for the full amountIt is prorated from the date of purchaseThe refund amount of $that Lexus Financial quoted the customer covers the remaining yrsand mon. left on the warranty. We would recommened that the customer review their specific contract policiesSpecific termination instructions are printed on the back of every warrenty contract. At Pohanka Lexus we strive to reach 100% satisfaction with all of our customers, so if there are any further concerns please contact usThank you. Respectfully,
Scott B***
General Sales Manager
Pohanka Lexus

Pohanka Lexus has agreed to let me return the car for a refund.  I would like to close this complain.

I visited Pohanka Lexus in Chantilly this week to purchase a new IS 250. I had already done my homework as to the car's price and a KBB estimate for the 2014 Corvette Stingray I was going to trade in. The sales consultant, Angel, was extremely hyper and very unorganized. We selected the car and sat down to run the numbers. Rather than work with me, she simply got up without saying anything and within 2 minutes she returned with her sales manager. He asked what I was looking for, a strange question considering I had done my homework, made an appt with Angel and had selected the auto to purchase. So the only thing it could be was the trade-in value of my corvette. And inde it was given his "low ball" trade-in value of "less than 40K." I realized I should not have given how much I still owed on the vette but Wow, less than 40K... really??
I abruptly ended the session and commented that if I wanted to play games I would have gone to b[redacted]s.
What I should have asked in hindsight was if he had voted for O[redacted] because both of them obviously believe people are stupid! I'll never go there again, ever.

Review: I purchased the 2009 used certified Lexus RX350 from your dealer ship and finanaced the vehical through the Toyota Finanacial . While finanacing the option was given to me about the Extended warranty and was sold to me . I was not aware and was not even told by the sales rep or the Finanace person that when you purchase the Certified vehical it has the warraty extended to the 100000 miles by default . I came to know this when I went to purchase the another certified vehical from the another dealer ship last week and was shocked by the this discovery, that how the Pohanka Lexus failed to let me know and make the money by keeping the customer in Dark . I request this matter to be investigated . Sales Person who sold me the vehical name is [redacted].

Review: I am sorry to bother you at this hour, however I am facing a very difficult issue right now after purchasing a vehicle from your dealership (Pohanka Lexus). Let me just say, Lexus has been by far the best cars that I have owned, which is the reason why I continued my service with you. Particularly Pohanka provided me with a very good deal in the past when no one else would and allowed me to get out of my previously owned [redacted]. I was told finance with us and maintain your payments on time and when you want to come back and trade in your car we will give you an even better finance rate than the 3.99% APR that I received the first time. My experience was great with [redacted] I think her name was at the time. She went through every detail of the sale with me, we discussed options, payments, warranty, my trade-in value, etc. All the necessary things you would go over with the customer. I was there until late closing down the place. Again, I appear at your doorstep to get rid of the vehicle that you sold me for a bigger SUV to accommodate my 4-year old. I called ahead and a sales rep was assigned to me with my expectations in mind already. [redacted] was great with me the whole time as he had to tolerate my special requests from my 4-year old daughter. He told me finance was going to handle me from here on out and I was ready to discuss my options. As I walked in [redacted] office I noticed he had already began to print up the paperwork. In my mind, I was thinking, "oh we have a deal, Great!" Now lets just hear what that deal is. I asked him what did I get for my car, [redacted] stated, "we're paying it off". I said, "oh ok, so no negative equity"? He says, "oh no, there is negative equity, but we'll get to that." That answer didn't make any sense to me. So I went for the next important question. How much are my payments? He said, "We're going to go over all of that". He's stating this while he's continuing to print papers. When he finished printing he proceeded to go through the paperwork that needed my signature, we went over warranty and interest after I signed a few documents. I wasn't happy with the interest rate. I argued that I currently have an interest rate of 3.99% and it didn't make any sense to me why I was going to a 5.34% interest rate. I wasn't happy with payments because at my request I asked to be under my current payment of $811.29. The payment wasn't that much above and when we did finally get to the actual loan document I noticed Lexus was paying off my entire loan and my thoughts we're oh, he wasn't lying, they are paying it off. So I signed the loan, everything was clear, we packed all our things in the new truck and went home at 10:15pm. It was my determination that lead me to call **. [redacted] again to see if the interest rate can be lowered, then he shared with me that he forgot to add in the trade value of $10,500 to my loan. He said to me, "I thought the trade value was the payoff" . My response was if you thought the trade-in value was the pay-off and I asked you did I have negative equity you told me yes. As you can see this deal is not making any sense and I am now being threatened by [redacted] to have the police come and take the car if I don't return it. I am leaving for vacation on Thursday, I have a thousand things to do on Wednesday so I couldn't return the car even if I wanted too. [redacted] then said to me, "I cannot let you leave town with my car." I had already told **. [redacted] that I had to go out of town so the threats of coming to get the truck was unnecessary. I told him I would contact legal counsel and get back with him. [redacted] called me back 10 minutes later and said "I have someone here that will bring you your car". I don't want my car! I want the car I purchased. I explained to **. [redacted] and **. [redacted] that the deal has been completed and I will keep the car at the current rate. I don't want to be harassed by your salespersons and I wanted to make sure of that by informing you and the owner of this mistake on Lexus behalf.Desired Settlement: Accept deal as it noted in the contract and move forward selling other cars. Deal is complete. I don't owe the dealership anything.

I visited Pohanka Lexus in Chantilly this week to purchase a new IS 250. I had already done my homework as to the car's price and a KBB estimate for the 2014 Corvette Stingray I was going to trade in. The sales consultant, Angel, was extremely hyper and very unorganized. We selected the car and sat down to run the numbers. Rather than work with me, she simply got up without saying anything and within 2 minutes she returned with her sales manager. He asked what I was looking for, a strange question considering I had done my homework, made an appt with Angel and had selected the auto to purchase. So the only thing it could be was the trade-in value of my corvette. And inde it was given his "low ball" trade-in value of "less than 40K." I realized I should not have given how much I still owed on the vette but Wow, less than 40K... really??
I abruptly ended the session and commented that if I wanted to play games I would have gone to b[redacted]s.
What I should have asked in hindsight was if he had voted for O[redacted] because both of them obviously believe people are stupid! I'll never go there again, ever.

Review: I took my car in to Pohanka Lexus get it checked out when I couldn't get my car out of park or get the key out of the ignition. Mitch B[redacted] told me there was a fee of $130 that would roll into parts and labor for having my car looked at. I asked him what the charge would be if the parts and labor were less than $130, he said it would be less than $130. I asked him if I wanted to take my car somewhere else, could I do that without the charge? He said, "That wouldn't be a problem. We are very accommodating here." He called me a few hours later with a diagnosis and said the total would be $819 for a new ignition cylinder and key. I said we (my husband and I) couldn't do that. He said he could take off $50 for labor and $150 if I chose to have four keys, instead of one master key. I called him back later and said $649 was still too much, and we couldn't afford it. I told him I would pick up my car in the morning and return the loaner vehicle. He said my total due would be $130 plus the $5 loaner car fee and $5 for the battery replacement in my key. I reminded him that he told me there wouldn't be a charge if I wanted to take it elsewhere. He denied it and said the $130 was a diagnostics charge, whether I used their services or not.

I picked up my car the next morning and was informed they charged me $151.27. My car ran smoothly all day, would come out of park and didn't have any problems with my key coming out of the ignition. They gave me a false diagnosis. I called around to a few different shops and they said they had seen the same problem with multiple cars, and said it was due to sensor's freezing from the cold (it was 8 degrees, with windchill it was -11 that day). I called the manager, Kevin M[redacted] at Pohanka Lexus, twice and left a message on his voicemail the second time. He called me back 9 hours later. He talked over me and argued before I could even explain my side of the story. He was sarcastic and rude, and said I was wrong on many levels. We kept going in circles and I asked him twice, to refund me my money, he said "no" and refused to work with me.Desired Settlement: I want to be refunded my money. They lied to me about the $130 charge, they lied about my diagnosis and tried to scam me of $819.

I have never been charged a "diagnostics fee" at any other Lexus dealership in my four years of owning a Lexus vehicle. I have also never been charged for a key battery or loaner car fee. I have had work done on my transmission, brake pads, new rear brakes and oil changes all at Lexus dealerships, and have never once been treated in such a fraudulent, foul and degrading way.

Review: I live in [redacted], PA. I had my car skid off on snow back in Dec 2013 and I got into an accident in. My front bumper and front right tire are was all damaged. I had previous work done from Pohanka Lexus so I decided to give my car back to them to get it fixed. I had Canadian insurance as I had recently moved to US from Canada. I worked with Pohanka to get them everything they needed in order to get them paid from my insurance company. The day I picked up my car it was almost closing time for them and it was snowing. I drove the car out of the shop and a short distance into the drive I felt that when ever I braked, the car vibrated a little. But I thought it was probably the snow due to which it was happening. Next day me and my husband were driving back to [redacted] and on the highway when the speed was more we noticed the car shake a lot more when ever we hit the brake. We knew right away the car still had problem. so I called Pohanka Coillision centre right away while we were still on the way back to [redacted]. I spoke with [redacted] (not sure if the spellings are correct), and explained how the car was slightly shaky right after we drove out of their lot but we weren't sure if it actually was a problem with the car or if it was due to snow that evening but we were feeling a lot more shaking at higher speed today while driving on the highway. She told me that she was going to speak with her mechanic and get his opinion. While I was on hold she spoke with her mechanic and said it was probably not related to the accident and it was probably bad rotors . I told her that we had all 4 rotors and all 4 brakes replaced less than 2-3 months ago and that the car was perfectly smooth before the accident. I was surprised that without even looking at the problem they decided to wash their hands off of anything to do with it now that they had already gotten paid from the insurance. Then she tried to blame me for not bringing the car back right away . I was actually giving them a benefit of doubt that the car was probably fixed right but it was shaky because of the snow thats why I didn't bring the car back . and also because their shop was closing. Any how, we reached [redacted]. I spoke with my Insurance company and they said that Pohanka should run diagnostics again and let them know of their findings. I spoke with [redacted] again and she arranged to get a mechanic in on March 1st 2014, on a Saturday. She called me and confirmed the appointment. On March 1st we drove 4 hours to make it to Pohanka for the test but when we were 20 mins away we just called to make sure that they were ready for us, we were told that technician is not in and we should not waste our time coming in. The rep who I was speaking to, suggested that we turn back. Then he later said there is nothing he can do. We were SHOCKED at their response. considering I trusted them to have my car towed 200miles to have them fix it. they not only did not fix my car right. then they refused to stand behind their work. But also messed up my appointment and made me drive 4 hours for a confirmed appointment and then had the audacity to tell us that there is nothing they can do and we should just turn back around. Its a shame to have such people be associated with reputable brands like lexus. I have been a lexus owner for almost 5 years and have been 100% regular with all my service appointments and maintainances and through certified lexus dealerships. I never had such a horrible and unprofessional experience with any of the dealerships that I ever went to. I don't have the words to express how offended and disappointed I am with this whole experience.Desired Settlement: I want my car fixed back to its 100% good condition. They charged close to or more than $800 to my insurance for a tow from [redacted] to their shop. now they say that they got nothing to do with the car and I should take it to a closer dealership. My insurance will not pay for another tow to pohanka. They should arrange to see the car at their cost and then fix the job for which they have already charged my insurance close to $5000.

Review: I went to Pohanka Lexus for car maintenance a few weeks ago and paid for my services after completion. Upon payment, I received an invoice detailing my services and associated charges with each service provided. A week later I am charged another $78 on my credit card, which I did not authorize for apparently additional labor. This is a violation of the law - [redacted]Desired Settlement: I have gone ahead and disputed this charge with my credit card and would like them to acknowledge this refund to my credit card, especially since I did not authorize this transaction.

Review: My wife purchased a [redacted] from this dealership. The vehicle had a clean [redacted]. We didn't have any issues with the car for the year we had it. But here is the big problem. When we were going to trade it in, so we could upgrade to a larger vehicle, it was brought to our attention that the [redacted] had frame damage. Apparently there is a loop hole when it comes to a [redacted] report. If the vehicle is repaired and sold within 90 days, the [redacted] will not show this incident. So, this is what the Pohanka [redacted] dealership did. I called 2 times and asked if their mechanics were the ones that inspect the vehicles before they are sold, both times I was told by an employee of pohanka yes. The reason I bring that up is. While trying to trade in the [redacted], it was looked over by [redacted]. It was discovered by the [redacted] technician, that visible repairs were present to the frame of the vehicle. So, not only did my wife buy a vehicle with frame damage, it was never disclosed to us that there were visible repairs to the frame. The [redacted] is one thing, not the dealerships fault. But what really pisses me off is that their mechanics, one, didnt do a thorough inspection, which they claimed to have done, 2, found the repairs and kept quiet about them. I have called several times leaving several messages for several managers letting them know the situation, but have yet to get a call back.Desired Settlement: Cover the difference of the loan compared to market value