So, I was talking to an internet sales person on chat trying to know the price before I go to the dealership and lease a car. But he wasted my time and that was not very professional. Below is the conversation I had with him. I hate to do this but internet sales Personals need provide the information to their clients. That's the whole point of the Internet Sales Department to make an easy buying process for customer. However, they might be the No.1 dealership around the area but their internet sales department is very unprofessional. ""Pohanka Lexus of Chantilly: Thank you for choosing Pohanka Lexus of Chantilly! System: We have alerted the online representatives that you are waiting. Someone should be with you momentarily. System: A representative has joined the conversation. Compose your message and then click send. You: hello Sales Person Name: Hello, How may I help you? You: looking to lease this st# ESE238172 Sales Person Name: I'm almost certain we have that vehicle in stock but Ill have to check on the lot because it isn't showing on the computer. At what number can I call you back? You: i'd preferred this You: chat Sales Person Name: OK give me a minute You: or email me at Emailaddress@gmail.com (name hidden) with all the details lease monthly payments with only taxes down (Also let me know how much fees in total due at signing, and buy out value too Sales Person Name: We do have it in stock today is the las day of the month Sales Person Name: How miles do you drive ? Sales Person Name: What term do you want You: 12k You: for 36 or 39 Sales Person Name: How is your credit You: fair Sales Person Name: what is your zip code and county Sales Person Name: Clarify fair ? You: 22031 You: lets say my credit will not be a obstacle Sales Person Name: wow you picked the ultra luury package . Nice. Sales Person Name: Are you looking to do a deal today ? You: yes Sales Person Name: When can we meet . I will have the car here. Sales Person Name: Ready to show you . You: once you gave a monthly payments ball park and all the fees i have to put down i'll come tonight You: I get off work at 5 Sales Person Name: Ok Lets meet at 5: 30 i will go over all of your options and make the deal within 15 minutes. You: i don't want to waste my and your time. I'm sure you have tons of work since it's end of the month, if you can provide me what i mentioned above then i'll come in 5:30 if you can't then that's all right I'll take my business to some other lexus dealer Sales Person Name: We are going to be number one this month and we need your deal. Sales Person Name: We dont waste time We sell cars . More than any other dealer.' Sales Person Name: YOu want the best deal in the smallest amount of time come in and see me You: Great (Sales Person Name), how much do i have to pay monthly? with only fees down Sales Person Name: Fees only Sales Person Name: Is your credit score over 720 ? You: Thank you very much for your time. if you can't provide me with the simplest information now, how will you able to accommodate me once i get there You: yes fees only You: and yes it is somewhere there Sales Person Name: Are you (My name) You: Yes Sales Person Name: You should have told me ! You: How do you know my name? Sales Person Name: By your email address ! Sales Person Name: Its magic! You: oh You: :) Sales Person Name: so 5: 30 lets make your deal !!!!!!!!!!!!!!!!!!!!!!! You: you still not going to gave me what I ask for? Sales Person Name: I want to show , explain , and give you Ideas about which one is the best deal . Sales Person Name: So let make this easy and professional ! Sales Person Name: 15 minutes and you have a car . Nothing else You: I already know what i need, i've seen the car, all I need is numbers if you can't provide me that now then i won't be able to come in at 5:30 today. Sorry! Sales Person Name: OK . We dont post the last day of the month sale or lease price. Because we make deals that unbelievable.. We dont need the complaints from our competitors because of our pricing . You: Fair enough! you could have said that the first time I asked for the information above. Thank you very much for your time. Sales Person Name: Thank you ."" read more

First off, I have no financial interest or relations with anyone at Pohanka. My wife and I, and other members of our company have been purchasing from Lexus Chantilly for years, I am on my 9th car from them. We still have the same salesperson, Mickey, and have found him helpful, straightforward, and he will bend over backwards to help you find the proper car for your needs. Their service department is ...simply... outstanding. I have had many prior cars and dealers over the years on non-luxury cars - like Honda, Ford, Jeep, etc. The normal types of service departments that require pre-scheduling, long wait times, rude service, poor waiting areas, etc. have been eliminated with this dealer. Their service department is top notch, comfortable, loaners are plentiful, and the in/out capability is just the best and fastest I've ever seen anywhere. Not having to pre-schedule is truly a blessing and saves quite a bit of time, aggravation, and even money. I do not recall a time in the many times I've been there where I had a problem with a repair that required a re-visit other than piddly stuff that didn't matter, so no deductions for them in this area. In the past year or so, they have improved their waiting area to include massage chair(s), a sports/bar area, a quiet room with PC's and internet, comfortable seats, snacks, responsive personnel. Frankly, there's nothing I would really add - I rarely stay there anyhow - I utilize their in/out service, do a loaner car whenever I can, and I am glad for their operational excellence. Most times, I am there less than 15 minutes to drop off, and less than 10 to pick up (they have a rapid pickup option also, so you basically drop off loaner, grab your car, and go). On rare occasions during holiday or busy times have I seen longer wait times to drop off/pick up. Which car you choose is critical, of course, hard to go wrong with any Lexus, of course - but the service after the fact can 'drive' you insane if you cannot get it fixed timely, fixed well, and without hassle. Lexus has six-sigma'd this process, at least at this location. I cannot see how any other Lexus dealer location could be better than their Chantilly site. So far, I've not had the reason to try any other. It's a bit out of my way to get to, like 30-40 minutes), so that's kind of a hassle, but it's not their problem, just the issue of where I live and work. Every time my lease comes to expiration, I review other manufacturers and options for a new car (survey marketplace), and while some other manufacturers may have some 'features' that beat the particular model I have, one must balance that against the potential of years of hassle for getting things fixed/performing maintenance. If you are in the market for a car, check the service dept out, reviews, etc. I have noticed a few other posters that talk about price being an issue. Not exactly sure one should rate lower stars for price being a bit higher than backyard mechanics or DIY. When you stay at a Ritz, do you rate them poorly for being higher priced than a Holiday Inn? I have not seen gouging at any time - prices have been clearly communicated, and one always has the option of determining that you can take specific items elsewhere if that is your discriminator. If you are purchasing or leasing a Lexus or other luxury class item, the goal should be to get excellent service with a fair value placed on it. I believe Lexus of Chantilly does this, and I literally have had 70+ visits there. read more

When I first walked into Pohanka in 2024, I wasn't just searching for a vehicle--I was searching for people I could trust. I'd already been through the usual dealership routine: rushed conversations, confusing numbers, pressure tactics, and that familiar feeling of being treated like a transaction instead of a person. I arrived guarded, carrying past disappointments and the weight of making the right choice for my family. That's when Mr. Benard McHale and Mr. Hwan Kim changed everything for me. I remember sitting at the desk with paperwork spread out, feeling overwhelmed and unsure. I was trying to balance what I wanted with what I could realistically afford, and the stress was heavy. Instead of pushing me or brushing off my concerns, Benard paused, looked me in the eye, and said, "Your comfort matters more than anything else. Let's take this at your pace." In that moment, I knew I wasn't dealing with typical salespeople--I was dealing with people who genuinely cared. And then there's Hwan, whose attention to detail shows from the moment you meet him. I'll never forget when he quietly caught a small discrepancy in the paperwork--something I would have completely missed--and corrected it before it ever became my problem. No drama, no excuses, just professionalism. Another time, he remembered a feature I mentioned weeks earlier and made sure the vehicle I was considering had it, without me reminding him. That kind of attentiveness is rare. Together, they embody everything great customer service should be: *They listen with intention, making you feel understood instead of rushed. *They communicate honestly, explaining every detail clearly and patiently. *They respect your time, preparing vehicles and paperwork before you arrive. *They protect your budget, never pushing you beyond what feels right. *They bring real expertise, guiding you with confidence instead of pressure. *They follow through long after the sale, checking in and offering support whenever needed. Compared to typical dealerships, the difference is dramatic. *No pressure. *No hidden fees. *No rushing. *No judgment. *No last‑minute surprises. Just two professionals who treat you with dignity, patience, and genuine care. My loyalty isn't based on one good visit--it's based on every visit since 2024. Every question answered. Every detail double‑checked. Every follow‑up call. Every moment they proved my trust wasn't misplaced. I've returned multiple times, and each time they treat me with the same respect as day one. I've sent friends and family to them, and every single person has come back saying, "Now I understand why you trust them so much." Pohanka earns 5 stars from me without hesitation. But Benard McHale and Hwan Kim deserve 10--because they consistently deliver a level of service, care, and humanity that goes far beyond anything I've experienced in this industry. They didn't just earn my business; they earned my trust, my loyalty, and my peace of mind. You can't lose with these two gentlemen on your side. In a world where true customer care is becoming rare, they remind you what it feels like to be genuinely valued. They are my team for life--and they'll be yours too. read more

This is only my second review on Yelp, but I felt like I needed to get this out there. I am a previous BMW owner who decided to give Lexus a try particularly because my wife and her family love Lexus vehicles. I purchased an "L-Certified" pre-owned LS 350 from Pohanka in Chantilly at the end of 2017 and was happy with my interaction with sales. After just a few days of owning the vehicle, I began noticing a distinct vibration when breaking. I immediately brought it back for service to have it looked at. Thinking that there shouldn't be a cost to fix the problem, they quoted me roughly $150 for a diagnostics fee that will go towards the costs of repairs. First off, this is supposed to be an "L-Certified" vehicle which on their site clearly states, "In order to meet the rigorous standards of Lexus certification, specially trained technicians at each Lexus dealership put every vehicle through an exhaustive series of examinations, helping to ensure reliability, quality and customer confidence. Only the best pre-owned Lexus vehicles qualify, and they're exclusively at your Lexus dealer". http://www.lexus.com/lcertified/certification-warranty This is a little disconcerting knowing that I had to bring it back right away for repairs. Nonetheless, I had my issue escalated to the sales manager who then signed off to have my car to be repaired free of charge. Though I had to wait two weeks to get it approved, I did get my car back with fresh brakes and rotors and didn't have to spend anything. I was happy. Just a few days after getting my car back, I noticed a loud knocking noise coming from the rear of the vehicle when braking. A little concerned, I brought it back for service thinking that it may have had something to do with the repair job. A few hours after dropping my car off, I am informed by service that the rear brakes and rotors also need to be replaced in order to get rid of the knocking noise. To my surprise, they then quoted me $665 for the replacement. I escalated the issue once again to the sales manager through the appropriate channels but this time it was rejected. Feeling the need to tell my story in person, I went to Pohanka to have a talk with the sales manager. I explained how I felt wronged by purchasing an L-Certified vehicle only to have it immediately brought back for repairs. Despite the inconvenience, I was appreciative of Pohanka covering the first repair. I politely asked that they see these repairs through and cover the rear brakes and rotors which should have been addressed prior to selling the vehicle. It was declined, citing that they "passed our inspections". So much for that L-Certification stamp. It's quite a shame that they would let a customer walk out the door unhappy over something that I felt was clearly their wrongdoing. My family and I will no longer do business with Pohanka Lexus. read more

I had been researching a particular vehicle to purchase. However, I had no compelling need or urgency to attain immediately. As a matter of fact, the current Supply & Demand climate is creating some extreme Dealer Markups far above MSRP based upon price quotes I had received elsewhere. I had resigned myself to simply wait out the current market dynamics. I saw that Pohanka Lexus had listed a previously owned model of the vehicle. I had done a significant amount of research on the vehicle. While in the area I stopped in to take a look at it. No real intent to purchase, simply to look it over. The vehicle was in great shape so I accepted an invitation to step inside, take a test drive and discuss my interest. The usual Dealer process... but, again, very firm understanding that I'm in no hurry or situation that I have to buy in this crazy markup climate out there. What was refreshing and pleasantly surprising was how the people of Pohanka Lexus engaged. Very relaxed. Very genuine in discussing my interest. Sincere in aligning to my timing and very accepting of it. The old saying that "People buy from People" sums up why I purchased. Christy Lee and her manager, Kirk Schwartz were the reason I decided to purchase Now vs. Later. The vehicle was what I was looking to attain. It was presented accurately. At the time of transaction, the dealership was not applying above MSRP policies to counter the inventory constraints across the market. But it's a vehicle and other vehicles would be available in the future. Kirk and Christy were transparent, as was I. I don't believe one often says this about a car buying process, but it was an exceptional experience. The time engaging with them was simply enjoyable. No other way to say it. They are good people! our dialogue was open and honest. We negotiated our buyer and seller positions of course with very pointed dialogue. We agreed on a fair, logical and reasonable price. Their follow up was impeccable after the transaction. Friendly, attentive and forthright has been my experience with them in the days since. Old school treatment in an era of the new reality. The Net Net, I bought from Pohanka Lexus because of Kirk Schwartz and Christy Lee. Their approach, their treatment and their support in reaching a fair and reasonable price have made me an appreciatIve customer. Their follow up since acquiring the vehicle has demonstrated that I am a valued customer. One with a sincere intent to always give them a first consideration for any future business needs. Thank you Kirk! Thank you Christy! Thank you Asad and Happy! Well done Pohanka Lexus! read more

March 10, 2019 "Pohanka Lexus has made it easy to get all the available vehicle information so you can spend less time researching and more time enjoying your purchase." https://www.pohankalexuschantilly.com/about-us/ That statement from the Pohanka Lexus web site is so true! You certainly need more than just the CARFAX; you need the dealer's pre-owned vehicle multi-point inspection report and related repair invoice(s); as many detailed, additional, close-up photos that you believe are necessary; and a dealer's sales consultant who you can trust to be your eyes and honest agent working on your behalf, especially if you live too far away to just "drop in" for a look at the vehicle. Mr. Mickey WHITEHEAD is the Pohanka Lexus Master Certified Sales & Leasing Consultant and he was exactly that person who served us. Had it not been for Mr. Mickey WHITEHEAD's personal and professional interest in satisfying each and every one of our requests for information about the pre-owned vehicle we were interested in, my wife and I never would have made the round-trip 230 mile journey from Mechanicsburg, PA to look at it, meet with Mickey WHITEHEAD, and happily drive home with it. Mickey WHITEHEAD demonstrated unwavering patience and professionalism throughout our purchase process start to finish; that was very refreshing and reassuring. Just two days after we first spoke via phone, the vehicle we wanted at Pohanka Lexus was in our garage. Some would call that magic! It starts with Mickey WHITEHEAD being a great listener who thoughtfully, thoroughly follows-through. People are always the unknown variables that lead to either successful or disappointing outcomes. Mickey WHITEHEAD at Pohanka Lexus, Chantilly, Virginia was our very positive, competent variable and we are grateful that he was there for us. It is very rare (i.e., NEVER) that we have that much fun and confidence spending so much money. We were treated thoughtfully and respectfully and it was our genuine pleasure having this exceptional vehicle purchase experience. I highly recommend that, if you are in the market for a desirable, high quality pre-owned vehicle that is priced right, especially if you are an out-of-town prospective purchaser with added distance and logistic challenges, contact Pohanka Lexus of Chantilly, Virginia and ask for Mickey WHITEHEAD by name. [Main: (703) 968--9100; Direct: (703) 227-0988; Cell: (703) 405-4500; mwhitehead@pohankalexus.net]. I am confident that you will want to write a laudatory review similar to this one. Patrick H. Mechanicsburg, PA read more

After a harrowing two-day experience with another dealership, I came home late Saturday evening and began searching online for my next vehicle. While casually browsing, Mrs. A. O'Hara appeared on the chat screen offering assistance -- and from that very first interaction, the experience was completely different. I inquired about a particular vehicle and asked if it was truly available. Since it would require a two-hour drive for me, I was understandably hesitant to trust what was listed online. Mrs. O'Hara immediately reassured me, sent me the direct link to the exact vehicle, and patiently answered every concern I had. Because of my previous experience, I requested additional proof that the vehicle was actually on the lot. Mrs. O'Hara truly answered the call. Even though the vehicle was located at the dealership's storage lot down the street, she personally contacted someone there, arranged for photos of the car's exterior and interior -- and texted them directly to my phone. Mind you, this was all happening during a holiday weekend. Once I confirmed my intention to purchase the vehicle, we scheduled an appointment for Monday, the actual holiday. However, Mrs. O'Hara went even further. She reached back out and said, "You know, if you'd like to come on Sunday, I will come in -- (her day off) -- because we don't want anyone else to get your car." That level of dedication and customer care genuinely blew me away. She also encouraged me to send over my information in advance so she could begin the process early and ensure everything would be ready for my arrival on Sunday. Mrs. O'Hara was patient, knowledgeable, responsive, and worked with incredible efficiency throughout the entire process. Most importantly, she exudes a warm, welcoming spirit that instantly makes customers feel valued and cared for. In a time when genuine customer service can be hard to find, Mrs. O'Hara went above and beyond in every possible way. She turned what had been an extremely stressful car-buying experience into one that was smooth, reassuring, and enjoyable. If you are looking for someone who is professional, trustworthy, and truly committed to her customers, I highly recommend working with Mrs. A. O'Hara. She is an absolute asset to the dealership. Sold a car on her day off! WOW! read more

Normally when I go into a dealership for service, my stomach is in knots. My past history with service departments at dealerships has left me feeling like I was reamed out and left to wallow in my sorrows. Wow did my experience ever change when I recently took my Lexus to Pohanka in Chantilly and was greeted by Mitch Buster in the Service Department. I took my car in for the 60K mile service and also had 2 items that seemed to be wrong with the car. Nothing major I thought but I would get Mitch to have them check it out. Mitch made me feel comfortable with his servicing of my vehicle, he threw in a $50 coupon and took all of my extended warranty information in case those 2 issues were covered. He also secured me a loaner vehicle with no problems. Before I left the car, I was able to do a test drive with the service manager so he could observe the 2 issues as well. It was pretty noticeable and he quickly was able to pinpoint areas that they would look at first. The 60K mile service went perfect. No real issues there. One of the other 2 issues was a major problem. It was my rear struts. I have a Lexus LS 460 L. Pure luxury and the expense of parts to match. As with most extended warranty companies, they don't want to pay. I lucked out. My warranty company did not know that Mitch was an "undercover attorney". Mitch was able to prove to the warranty company that the part was not "performing as designed". He found the loop hole. The struts were not leaking but they were not "performing as designed". The warranty company agreed and paid for the parts and labor. Mitch saved me over $3,000. Yes I said $3,000. Mitch kept in touch with me daily to give me updates on the warranty inspection, parts and timing. You can even text him on his days off. You don't get this type of commitment from most people but Mitch is an exception. You can tell Mitch thoroughly enjoys his job at Pohanka and he treats his customers with the utmost respect. So from now on, my business is with Mitch at Pohanka Lexus of Chantilly. Ask for Mitch when you visit. He will take excellent care of you. read more

From Sales to Service, this dealership is TOPS!!! We have purchased 4 vehicles from Pohanka Lexus and have been completely satisfied with every engagement. There are no sales gimmicks, not pressure tactics and you don't stay all day. Seth Dryer is phenomenal! We tell him what we want, he finds it we go out and sit Joe Brown and are generally in/out in 30 min. Always get a personal call from Garry Whipkey (General Manager) thanking us and ensuring we know that he is available should we need ANYTHING. Seth always follows up even YEARS after the purchase - that is CUSTOMER SERVICE FOLKS!!! Something lacking in most places here in the DC area. The accolades don't stop there. When we have the vehicle serviced, we will drive the 20+ miles to Pohanka (even though Lindsey Lexus is about 5 miles away) because of the customer service. Ala Odeh has been our service consultant for every purchase and treats us like royalty (as far as I can see all the service consultants treat the customer like royalty). Ala always carefully explains the work being done and then provides a loaner vehicle so that we aren't waiting around for the work to be finalized. When we return to retrieve the vehicle, it is always clean and waiting our arrival. We generally are in/out within 5 min (shorter if we didn't take advantage of the refreshments offered). Both the sales and service are always spotless, the employees are well dressed and again, the service is impeccable!!!! I am a pretty demanding individual and no matter with whom I have dealt, this group is always there to satisfy the desire. Anytime the general manager speaks with you, you know the place is very customer oriented! I can't say enough nice things about this organization. When I leave this area, I am very hopeful of finding a dealership that cares equally about the customer, although I have my doubts. read more

worst customer service ever - rude - overcharge - break other things - grease smudges all over - inside and out of my suv!!!! everytime i bring in my lexus rx - they break something else or the initial repair is not done correctly & has to go back!! worse - lexus service managers then turn around and say it is my responsibility for fixing it! terrible managers - mitch is horrible (the "night time manager" at the service center) - overcharges customers on parts and labor. they broke my antenna in 2013 and it is still not working correctly. in 2013 one of their guys drove it thru their car wash with the antenna up! they "repaired it"...however, it broke again and said i needed to buy a new antenna in 2014 and in early 2015 and since they broke it in 2013 it has never been the same!! why am i responsible for this screw up??? i spoke with the gm who ignored my complaints and simply said "go somewhere else to get you car fixed." who says that??? i will never go there again nor buy another lexus from pohanka lexus! i got mixed messages on when my car would finally be done. talked to a zillion different people telling me different things...either they are unorganized or just want to charge people more money for the loaner. it took them forever to fix the driver side door lock and alarm! i don't know what goes on over there but i was jerked around when i returned the loaner and was charged $70 @ $5/day while it sat there to be repaired and get this - charged 2 days @ $130.00 because i didn't have time to pick it up the day it was finally ready (saturday) due to an all day/night seminar and emergency vet trip. when i went to pick it up the every next morning (sunday am) - to my surprise i was charged a second $130.00 day - even though i was there in the morning! why would i be charged $130.00 at all??? $130.00 twice? shame on them!!! read 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," 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. read more