BBB Accredited Business since
Phone: (703) 968-6600 View Additional Phone Numbers 13911 Lee Jackson Highway, Chantilly, VA 20151
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A BBB Accredited Business since
BBB has determined that Pohanka Acura meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Pohanka Acura include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 14 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||6|
|Total Closed Complaints||14|
Type of Entity
Business ManagementMr. Lenny Gonzales, GM
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Diagnostic Service Auto Repair & Service
Alternate Business NamesPohanka Auto West
13911 Lee Jackson Highway
Chantilly, VA 20151
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Additional Phone Numbers
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Complaint Trends - Last 3 Years
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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|9/9/2014||Problems with Product/Service|
|7/19/2014||Problems with Product/Service|
Read Complaint Details
Complaint: Customer Cheated at Pohanka AcuraThis is ******** ***********. I was at Pohanka Auto West Inc. (Pohanka Acura, Chattily, VA) on Dec-31-2013 to buy a brand new car AWD Acura MDX with Technology package. The sales person ***** ****** was working with me for negotiating and paper work. After we agreed on a price, the sales person and finance manager ******** completed the paperwork for credit check with multiple banks, loan documents, sale documentation and car registration with State of Virginia. I also gave them a personal check for USD 8500 for the down payment. Entire paper work was completed. Sales person walked me out of the office to the car in the parking lot so that she can explain me features in the car and see me off. Sales person, my friend and I were sitting in the car while she was explaining the features in Acura MDX. Once she was done explaining, she handed one car key and said that I would receive another key in the mail.I was not informed till the last minute that the car that I just bought did not have the Master key (Driver 1). The missing key for a brand new car came as a surprise to me. The sales person did not give me any paper work for the missing key either. I asked her if I can get in written that I will get the second key. She said she can check and see what she can do. I walked with her to the Pohanka office where she gave me a piece of paper that had One MDX key written on it. I asked what if Pohanka did not find the original key. I was told that I will have to drive back to Pohanka and request for a Master key which can be programmed to my car. This statement was not sounding good and I asked for a manger. A manager showed up and asked me about the issue. When I explained that the brand new car was being given to me without the Master key. He said stuff happens and I have to take it as is. I asked them why I was not informed in advance that you did not have the Master key. I was told that two porters were searching for the key while the paper work was in progress. I asked they could have told me the moment they realized the key is lost. When I insisted that they search for the key, the manager said Do you want me to go on my knees and beg you in a very sarcastic and offensive way. This was really uncalled for after paying 45,250 US dollars. He added that I was over the top of everything and no one can help me. He also said words that were cheap and was speaking to his colleagues saying freaking Indian crying just for keys. This is really sad to have such experience with a manager at a large auto dealer. This is a good example of racism towards Asian Indian who is requesting for what he deserves. While this is all going on, the sales person just stood and watched the show. I am very much offended that a car dealer can be so arrogant and offensive. The manager behaved as if he is invincible. This hatred towards an Indian was not expected. There was some other talk that went in. I asked if they had another similar car of the same color. They said NO. I am not sure if they were true.After a little later, another guy (African American) showed up introducing himself and asked if I can give him 20 minutes while he searched for the second key. I told him, I can give him 30 minutes instead. I stepped out for 30 minutes and came back. I noticed that the Acura MDX that I just purchased was not in the spot where it was parked (Sales person still had the keys). I stepped into the Dealers office. This time another manager approached me and introduced himself and asked if we could talk. I stepped into his office and I was given confirmation that they did not have the Master key. I questioned why was I being treated badly by the first manager. All I heard from him was he doesnt know. I asked them for my options. He said that I can take the car today and they will order a Master key for me. Once Pohanka receives the key after 3 days, they will arrange someone to pick up my car and have it programmed at Pohanka and deliver the car back to me. I asked what my other options are, as I wanted original key. I was told that that was the only option other than canceling the sale. After a little discussion, I conveyed that I wanted original key else I am willing to cancel the purchase. Manager said okay and walked out of his office where I was seated and came back in few minutes and offered me some free MDX accessories. I denied his offer as I was not really looking at money. I repeated that I want the deal / purchase to be canceled as they could not provide me what they were supposed to provide as part of the sale. Manager walked out again and came back saying you know what the key is being programmed right now. Wait for some time and you can take the key. I insisted for the original key. Then the manger stepped out again and brought me the personal check I gave them for $8500.I stepped out from his office. Later I asked the sales person if I can get in written that the purchase has been canceled. She told me that it will be canceled and I wont get anything in written. I email her on Jan-2-2014 to send me something in written and she had her GM email me a document.It is so unfortunate that a dealer who has so many Asian Indian customers is so racist and is ready to cheat at any cost. The issue is how I was treated after the sale. It is not just money. This is not just another email. This has really happened and the dealer has all the records of the transaction as the car was registered on my name. Pohanka wasted my time on Dec-31-2013 which was a working day for me. This also put me to severe frustration and mental agony.I request you to look into this issue seriously and take up the matter with at most sincerity. Else Acura can end up with many more disgruntled and annoyed customers due to their cheating and racist approach. Thanks******** ***********.
Desired Settlement: I have not heard anything like this before. I do not know how this can be resolved.
To whom it may concern:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
As Pohanka mentioned, the keys costs $500 for a duplicate (not original). In their response they specified that it was a busy Saturday (they are lying), It was a Tuesday as mentioned in my original complaint. If I tell them this they would probably say “Tuesday -So what”. That is how they got used to do their business. The response says that they have realized at the last minute that the second key is missing. While the truth is that we were informed by the Sales person (after getting into discussion) that the Porter tried to search for 2 hours while we were doing paper work. She did not feel it necessary to let me know well in advance until we had an argument over the keys. Even other managers also agreed that they knew it in advance. But all of them agreed only after I started asking questions why I was not informed in advance. They claim that they have been in the business for 25 years, sounds like they have been treating the customers in the same way for so long and will continue to do so unless questioned and appropriate action is taken against the dealership.
After all the discussion they wanted to cancel the deal, but never offered another similar car from their inventory. This clearly shows that the dealership did it on purpose. They wanted to sell the specific car to me for whatever reason. Pohanka say the Manager1 has apologized 5 times. They are lying again. It was only once that first Manager said sorry and made his statements. For me it’s not about how many times you apologize.
Dealer claims I created a scene, (which is not true). I had questioned it. Asking right questions straight on their face has irked them because they knew they are cheating me. They might be worried that other customers might lose interest if they come to know that Pohanka cheats customers deliberately.
When I spoke about Racial profiling in my complaint, It’s interesting that Pohanka claims that they do not know what I am talking about. I am not concerned about how many employees Pohanka has and from which countries. My concern is about how the first manager referred us after the conversation with him. It was totally uncalled for and unnecessary. Moreever, it was pure discrimination based on ethnicity and country of origin. May be, that is how Pohanka does business. Pushing back customers and making them feel bad and enforce whatever they want on their customers.
Pohanka claims that they have given me an “incredibly low price and great deal”, but that doesn’t given a dealer license to cheat customers. That doesn’t mean one can do racial profiling. The price negotiated was supposed to include 2 original keys from the manufacturer and not duplicates.
|5/26/2013||Advertising/Sales Issues | Complaint Details Unavailable|
|10/27/2012||Problems with Product/Service|
|7/24/2012||Problems with Product/Service|
|2/28/2012||Problems with Product/Service|
|1/18/2012||Problems with Product/Service|