Customer Reviews of Pohanka Acura
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Wrost customer care from Pohanka! rude staff
by Navinita on 04/23/2024Wrost customer care from Pohanka! rude staff, I own Acura MDX 2016, paint color is White Diamond Pearl I notice the paint is peeling off from in-between roof and front wind screen. I see there are recall for this color but I don't see my… car in your recall list, I called Acura customer care and they asked me to contact the nearest dealer and I have contacted Pohanka Acura, First of all the staff is so rude I spoke to person named Erkin and he even denied talking to me regarding that concern keep saying that car is out of warranty and I explained him that it's a manufacture defect and it's everywhere in the forum, including me I have three known person they have same color year and model Acura and having same problem, and one of them is getting fixed by Pohanka and they also don't have warranty, So I am thinking to go legal way as they are fixing it for one person and denying it for me. worst customer service from pohanka I will never recommend anyone buy form Pohanka and even Acura. I think there cars are reliable and meant to work until warranty and later if we are having any manufacture defect even with the large number of people acura and Pohanka did't care.
The following reviews are more than two years old. They are not included in the overall rating.
29 service reviews
Horrible service over all
by Bernard Glads on 01/07/2022Please read this review. Supervisor is known for calling customers liars and believes in his short lived advisors. Long story short, make sure all the notes in the bill are correct and make sure your concerns are noted on each… ticket. Also ask for the survey right away as we haven’t received one the last couple of times because our experience there. We have spent 10s of thousands of dollars there and this is how we are treated. About a year and ahold ago we received a recall alter about the oil consumption issue seen in the MDX and in other models. We brought in o us car for a typical service. “Note we have seen the low oil light on before, usually comes on around the 20% left. The advisor greeted as usual. We told them what service we needed and showed him the letter. He said we didn’t need to worry about this. As we didn’t qualify for it. We moved on and chalked it up as nothing to worry about. Well the consumption got worse to where I would have to add almost 2 quarts of oil before it was time to change the oil. Mind you no leaks. I brought this up twice and both times I was told it maybe the mechanic who wasn’t there anymore didn’t put enough oil on the engine. What? The time before last it made some sense because my windshield wiper fluid ran out a week after service. The fluids were not checked or topped off obviously. The very last service I brought it up again and this is when the advisor Alex said there is an oil consumption issue and a test should of been done when brought up before. He Looked in his notes and saw nothing in his service records that either my wife and I ever brought up. Performed the test, brought it back and Alex was not there. Supervisor (no name sorry) said that we didn’t qualify because we were pay our warranty period. I explained that we had brought it up prior and the at least the very first time with letter we were well within the limits. 125k 8 year warranty extension on this recall…He said there was no mentioned in the notes so there was nothing he could do about it. What? What do you mean by say there is nothing in the notes from previous visits? Doesn’t mean we didn’t bring it up. He pretty much said my advisors note everything and all concerns. If it isn’t in the notes then the issue was never brought up. I guess they don’t make money of stuff like this so why would they? My wife and I are both liars and pretty much shook it off like it was nothing. And walked away as if I wasn’t important anymore. Tall skinny guy said he’d been there for 10 years. I wish I would of got his name. Anywho we will never go back to Pohanka and will deal with the inconvenience of Rosenthal for now on. Meaning it’s further away. Maybe they don’t have the service advisor turnover like PohankaGreat service
by James on 05/13/2020Only a safety inspection but received excellent treatment from staff.Great experience with a very capable service representative
by RPL on 05/13/2020The sales representative knew exactly what was needed and how long it would take No guesses with him Everything went according to the timeline. In fact the car was ready to go before the established due time I will certainly ask for Cedrick… next visitThank you for the great review! We will be sure to thank Cedrick for providing you with excellent service. We look forward to working with you again!
Excellent service once again
by Don Shaw on 05/12/2020I have been a Pohanka Acura customer for over 20 years and I have never had a problem with any service ever. In fact it’s all the way in other direction: excellent! Yesterday I had the car in for service. Steve provides the kind of high… quality service I have come to expect form Pohanka. Thorough and timely. The work was completed ahead of schedule.Thank you for the amazing review, Don! We will be sure to thank Steve for providing you with excellent service. We look forward to working with you again!
Service Success
by Mike on 04/03/2020Shane Tabit, service was courteous, knew exactly what service needed to be done, and followed up when my vehicle was ready. All around from Shane to the cashier staff, it was a positive experience.Thank you for the great review, Mike! We will be sure to thank Shane for providing you with courteous service. Let us know if there is anything else we can help you with. We look forward to working with you again!
Routine service
by Happy customer on 03/16/2020Top quality and professionalism as expected from a dealership where the vehicle was purchased.Thank you for the amazing review! Let us know if there is anything else we can help you with. We look forward to your next visit!
25 Years of good service
by Excellent Service on 03/14/2020Wow! i just realized this. For 25 yrs. Jerry Soriano was at door to help us with big and small issues to keep our Acura on the road in tip top condition. Bravo Jerry and Pohanka.Thank you for the great review! We will be sure to thank Jerry and the rest of the team for providing you with excellent service. Let us know if there is anything else we can help you with. We look forward to working with you again!
Great Service
by SatisfiedCustomer2020 on 02/10/2020I took my car in for a regular maintenance checkup and once again Pohanka did not disappoint. I pulled up without an appointment and was quickly greeted and checked in. My car was serviced, washed and ready to go within 30 min. I always… receive awesome service here!Thank you for the excellent review! We are happy to know that you enjoyed our services. Let us know if there is anything else we can help you with. We look forward to working with you again!
Best Service Rep Just Arrived
by Best Service Rep Just Arrived on 01/12/2020An expert in the business and new at Pahanka’s car care service desk, you must have Kati H. as your representative. I have had many representatives at this dealership, and rarely did I leave feeling like an up-charge was attempted or came… my way. My visit in December I was truly dreading because it was required for the state inspection. This anxiety was compounded by my previous visit when the representative pitched me $5K+ of work. Mind you I bring my car in for all it’s service updates, etc. Prior to my visit I did some initial cost research and found it interesting that some dealerships allow you to set up appointments online and select the service you want that includes the pricing for your car make:and model. I call that true transparency! I am very appreciative of Kati’s efforts to ensure things went well by clearly defining the scope and costs of work. I know she went over and beyond! We both knew there was a fair cost for the work that needed to get done. My experience with Kati H. at the dealership was welcoming. She made me feel right at home chatting it up with an old girlfriend. I can not recall the last woman representative I have seen working at the service center. I am THRILLED she is part of the Pohanka Team. The words to describe her are knowledgeable, fair, open and empathetic. Remember- ask for Kati H as your car care representative.Thank you for sharing your incredible experience with us! We will be sure to thank Kati for going above and beyond to provide you with amazing service. Let us know if there is anything else we can help you with. We look forward to your next visit!
Service Reviw
by Service Review on 12/20/2019The service performed met my expectations and completed all I requested efficiently. The quality of the work was excellent.Thank you for the great review! We are happy to know that you enjoyed our services. Let us know if there is anything else we can help you with, We look forward to your next visit!
Better than any other Acura Dealer in the area
by DammitCas on 11/16/2017I took my 2007 MDX in for some service. Had some previous recommendations from Radley Acura that I was unsure of (that's another story). I asked them to take a look, and they said they would. They actually brought me out to my car and… showed me what was going on and what was important, and explained why. Only one of the recommendations from Radley was on the list, and they were not able to show me what Radley was talking about. This dealer has really restored my faith in the Acura brand and I will never go anywhere else again.Will not honor CPO warranty
by disappointed2 on 10/27/2017My vehicle was brought 3 times to Pohanka Acura for a CV joint that is leaking a significant amount of grease. Each time the grease was cleaned off and I was told no problem found only oil residue. I brought it to a third party shop and… received confirmation that the joint was bad and now needed replacement due to noise present when driving, because damage from grease loss. The sales process was great, but lack of integrity from the service department and directly from the service manager (Mike Clancy), makes me reconsider ever doing business with Pohanka again.Great service
by BKing_1 on 04/12/2017We bought a used Honda Civic last month from Pohanka Acura and we had an issue with State Inspection, When we came again to Pohanka Acura, Phillip helped us fixing our car in a day and We have not even spent a penny for that service. He… offered us good customer service through out that purchase. He did not let us to do any work or tense about anything and took care of everything for us. Thanks Phillip, we are really happyLeslie Ruiz is the Best
by ajfinch7 on 12/10/2016I have owned Acura's since 1993 with the purchase of a Vigor. All in all I have had positive results, but the Pohanka service experience exceeds the norm. Keep up the great work Pohanka and Ms. Ruiz!Great Service Dept
by DJC14 on 04/28/2015Drake Shaw helped make this service smooth, quick and convenient.Great Service
by stephylista on 08/28/2014Had my car services at Pohanka Acura with Jimmy, and i couldn't be happier. All my questions were answered and i was kept updated throughout the process. Definitely would go back.Hit by a wrench in the garage
by jlim2 on 10/06/2009Had a bad experience where the mechanic left a two-foot long wrench on the tire base (after taking off the lug nuts). They brought me into the garage to show me something on my car. I know...what was I doing in the garage? I had never been… asked to go into the garage before. Mechanic had me stand next to the car in front. Then he got it, started the engine, revved the engine and the wrench flew off the tire and hit me in the side. From there it got worse. Was not handled well by the Service guy who after asking me if I needed a paramedic (guess I brought it up one too many times and this was his way of telling me I was overreacting) then proceeded to tell me to calm down. You don't have to be hit by a wrench to know that telling someone to calm down is probably the worst thing you can say. The wrench part didn't make it any better. Asked to talk to the service manager. Was told he wasn't in. And apparently a customer getting hit by a wrench in the POHANKA garage is commonplace enough that it doesn't warrant escalating the issue. Asked that the service manager call me. No call the next day - but that was Sunday. No call on Monday. No call on Tuesday so finally called the customer service rep who didn't even know about what happened. No joke - the survey guys called me after to check up on how great their service was... Finally talked to the service manager. Apologized, empathized. Something similar happened to him so of course they take something like this so seriously. Was told I would get a call the next day or by Thurs afternoon with update on actions they took. NO CALL. Week later - I called the service manager. Not sure he remembered the name. Once again, apparently wrenches hitting customers are not that big a deal at Pohanka. Was told the service guy got a suspension for 2 days (don't people usually get 2 days off a week?) and "written up". Asked what that meant. Sigh. So no customer satisfaction. I think they thought I was trying to "get something out of them". Yes, that makes sense. In some wild scheme I had, I not only implanted the idea that I should be taken into the garage, I also somehow put that wrench on that tire knowing exactly what would happen. Yes, I wanted to be treated like dirt by POHANKA afterwards and then told that hiring a lawyer would be an option for me. WHAT?? Ah, this is another part of the story - called Acura corporate thinking they would "care" what happened at one of their dealerships. Not so much. Got a case number, a case advisor, advice again to go get a lawyer. And in both cases, they tried to pin me down on a monetary value for my "pain/inconvenience". Honestly, that wasn't the point. If any of this had been handled well from the beginning, it wouldn't have gotten this far. Guess money is all they can really understand - certainly not Customer Service. Used to own a Volvo for years. Let me tell you, Volvo dealerships CARE about giving outstanding service to customers because if they don't, they hear about it from Volvo corporate. ACURA - you could learn this lesson.Pohanka "FREE" state inspection rip off
by tepes on 05/21/2009I bought a 2001 Acura TL from them back in 2004. It wasn't a great experience but not too bad either. Went there 2 years ago to change the tranny under warranty and the whole experience was great (Jerry was the service advisor). I usually… take my cars to Goodyear Gemini for state inspections and oil changes and to Koons Honda in Manassas for more serious issues. 3 weeks ago I had the 105k major service done at Koons (timing belts, water pump, side engine mount) mainly because of the price $1000 vs $1700 at Pohanka. They did a very good job and was told that the car is in great shape and there's nothing else that needs to be replaced. Couple of weeks later, the state inspection is due and since Pohanka is 2 minutes up the road and I just received a Free State Inspection coupon from them, I went there to do it. BAD IDEA! Dropped the car for state inspection and a brake fluid flush around 9 AM, I get a call from Tom Smith the service advisor around noon. He tells me the car failed inspection and I will have to replace the front engine mount (says it's leaking hydraulic oil?!? but i don't see any oil spots under the car) and lower ball joints to pass inspection. The cost to fix all this at Pohanka? about $950 before taxes and shop fees. Whole thing smelled fishy since I didn't notice anything abnormal vibrations when accelerating hard or any noise from the ball joints, plus the car had just been inspected 3 weeks ago at Honda. So I tell him I decline the repairs and I start calling around for some quotes. First call to Goodyear Gemini in Centreville, service advisor says "I won't call names but there's a lot of Acura's coming in that failed inspection at certain dealership in the area because of lower ball joints and when they come here for a quote we find no problems with them and cars pass inspection without any need for repairs."!!! Go figure...how many Acura dealerships are close by? Just Pohanka. So being on the way home, I stopped by NTB in Chantilly for a quote, they inspected the car for about 15 minutes and then told me there's nothing wrong with the front engine mount or the lower ball joints. They see no need to replace them!!! Unfortunately they don't do state inspections but can pretty much guarantee it will pass. They suggest to remove the rejection sticker and take it to a different station for inspection. So I take their advice, stop by my house to take down the sticker and drive straight to Goodyear Gemini in Centreville. One hour and $16 later the car passed state inspection. Lesson learned: a free state inspection at Pohanka Acura will cost you $1000!!!Poor Service, Incompetent Service Reps, and Lot Damage
by chazz01 on 01/04/2009Pohanka Acura and their service department has left me wanting to return to a Honda Dealer. I have experienced service reps who are incompetent, rude, and who make costly mistakes and then use denial as their excuse. Additionally, watch… out for lot damage, as more times than not, my car comes out with a new scratch or dent, and then the dealer denies as responsibility. And worse they have even lost my key fobe. Jerry their primary rep is the worst; he is arrogant, incompetent, and rude. And as I have seen in other posts, a poor communicator with no follow-up. He quotes one price, yet I am charged another. The dealership has gotten too busy and is more about quantity of cars serviced, not the quality of cars being serviced. I would not recommend this dealer to anyone unless they absolutely have to take their car to a dealer and then I would definitely stay away from Jerry. I would only use them if you have a warranty item and/or you can't make the drive to [another dealership].I spoke too soon!
by bpickerall on 10/10/2008I wrote a review (see below) about trouble with my RDX and lack of support from Pohanka Acura. I hereby rescind those comments - unbeknownst to me, Pohanka WAS working behind the scenes with ACURA to bring my problem to a satisfactory… resolution. They did! While it may have taken longer than I would have liked (I'm not terribly patient in these matters), I am happy that the situation was resolved equitably. Lenny Gonzales and John Gullios both were instrumental in bringing it to a happy close. I will be back for service, and eventually (though hopefully not too soon!) another new vehicle. I highly recommend Pohanka Acura. It is easy to like a company when things go without any trouble. The real test is when trouble does come - do they stand up to make things right? These guys do. Enough said.
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About our dealership
Pohanka Acura is the World's Largest Acura Dealer 16 Years Running! (Based on 2004-2019 AHM New Acura Volume Sales). Browse our huge selection of new, certified and pre-owned inventory. We provide FREE Virginia State Inspection for the life of your vehicle ownership, and it applies to other vehicles in your household! We provide a host of benefits to repeat customers.
We also have the largest Service Department in the nation, open extended hours 7 days a week! No Appointment Necessary - Just Bring It In, and enjoy a private/quiet waiting area with TVs, free WiFi, and Starbucks coffee. We also have the largest loaner fleet in the DC area!
Come see why Pohanka Acura is #1!
Amenities
- Complimentary Loaner Cars
- Instant Financing
- Complimentary Coffee
- Cable Television
- Express Service
Languages Spoken (3)
- English
- Korean
- Spanish
Thank you for the excellent review, James! We look forward to working with you again!
by Pohanka Acura on 06/03/2020