I own a 2025 Honda CR-V, which is the third new vehicle I have purchased from Pohanka Honda of Capitol Heights. While I have generally been satisfied with my purchases, my recent service experience has been extremely disappointing and frustrating. During the winter season, I regularly use the remote start feature to warm up my vehicle. One morning, the key fob failed to remotely start the car. However, the vehicle started normally using the push-button ignition. Assuming it was a simple key fob issue, I brought the car to the dealership. On my first visit, I spent approximately six hours in the service center, only to be told that the issue could not be diagnosed and that I should return another day. On my second visit, I waited over five hours again, with the same result--no diagnosis or resolution. I then spoke with the Service Manager, Martin Romero, who confirmed that they were unable to determine the issue. He stated he would seek approval from Honda to provide a loaner vehicle so the car could undergo further diagnostics. After several days without follow-up, I reached out and left him a voicemail expressing my frustration about driving a vehicle I am paying for but cannot fully use as intended. Mr. Romero later returned my call and expressed his displeasure that I left a voice message for him and that he was most upset about my message, Eventually, I was provided a loaner vehicle (requiring a $500 deposit), and my car was left with the dealership. On March 17, 2026, Mr. Romero contacted me stating that Honda would no longer cover the loaner because they determined the issue was caused by an attempted break-in that allegedly damaged a component inside the driver's side door. This was surprising, as there were no visible signs of forced entry or damage at any point prior to leaving the vehicle with the dealership. I was then informed that I would be responsible for approximately $1,600 in repair costs. After contacting my auto insurance company, I was told they would only cover about $600 of the bill and considered the dealership's diagnostic charges for five hours--excessive. My insurer also indicated that Progressive had other workshops that would not charge so exorbitantly he even attempted to negotiate with the dealership, but the dealership refused to adjust the charges. The conclusion with my auto insurance was that they will not pay for a charge of almost a thousand dollars for five hours of diagnostic. I left a voicemail for Mr. Romero requesting a review of the charges but did not receive a response. When I returned to the dealership to retrieve my vehicle and return the loaner, I spoke with him in person. During this interaction, he called another employee into the office as a witness. When I calmly asked how they determined the vehicle had been broken into without visible damage, he responded, "Do not ask me such a stupid question--go ask the person who broke into your car." This response was unprofessional, disrespectful, and unacceptable. At no point was I provided with clear evidence or a reasonable explanation for the alleged damage. Instead, I was met with dismissiveness and hostility. I am extremely dissatisfied with the level of service, communication, and professionalism displayed--particularly by the service manager Martin Romero. After spending over 11 hours across two visits without a diagnosis, being charged a significant amount for questionable repairs, and being treated disrespectfully, I have lost trust in this dealership. As a result of this experience, I will no longer use Pohanka Honda of Capitol Heights for service or future purchases. Furthermore, this experience has negatively impacted my perception of the Honda brand overall. I hope this complaint is taken seriously and that appropriate steps are taken to address both the service practices and customer treatment at this location. read more

Terrible experience at the service department today I came to get one part replaced. The service advisor told me that it would cost $250 and it would take hour and a half to two hour labor. The previous Honda dealership I went to told me that it would only take half an hour to one hour and it would cost anywhere from 100 to $165 ; but they didn't have the part in stock, and it would take them 3 to 5 days to get the part where as Pohanka has part in stock and wanted $250. Time is money to me and I was willing to pay $250 to get the part replaced. After the service my car it only took them 20 minutes to get the part replaced and they still charged me the full hour and a half to two hour labor. The service tech came out and told me that the par didn't even need to be replaced as the hoses were pinched buy a pair of vise grips. I think as a level eight technician if you are replacing the part where those vice grips are causing the issue, before doing the job that the customer requested you should approach the customer and let them know that hate these two hoses are paint which is causing the issue and you don't need this part replaced and spent almost 3 $400. Now I understand the sales advisers are commission reps and they have to make their money but I spoke to the manager explain him the whole situation and the service manager was also in denial and said you can't take the car until you pay explain him as a technician don't you think he should've just approached me and told me this is what's causing the issue you don't need to replace the part I don't mind paying that $250 but if I don't need a park, replays, that's in working condition because the hoses pinched then it's waste of the technicians time and is waste of my time and my money. When I tried to talk to service advisor, he wouldn't even talk and kept saying are you paying cash or card. I think as a service advisor and a professional mechanics, it's their job to advise me and tell me hey mr/mrs customer, you came in to get this part replaced , we don't think you need this part replaced because the there was a pair of pliers causing the issues. As a technician, he should've approached me before doing the job not after. I get it they work on commission but it's not about making money all the time. Doing the right thing by the customer should also be considered. At the end of day you guys are the professionals and should've approached me before doing this job. The service manager was extremely rude and told me I had no option, but to pay in order to take the car. The service manager got all in my face, and in my way, like he was about to do some thing and I had to tell me to get out of my way. This type of behavior is unacceptable and should not be tolerated in Cusotmer service. As my background is in also customer service I think this is not and I am super disappointed at Pohanka honda. I was coming back next week to see Lamin and trade in my current accord for a 2023 accord. I think today's experience definitely changed my mind. read more

My experience at Honda in Ritchie Station was nothing short of AMAZING!! Let's start off with I ended up there for a routine maintenance on my 2019 Honda Civic Sport but left there in a 2023 Honda CR-V!! Ms. Anita came to the waiting room to speak to everyone and tell us about buy back options and that they're looking for used cars. When she was done talking she thanked me for listening and showing interest. she left but came right back and asked if I would like to look at some cars. I agreed!! She introduced me to Ms. Rosetta (Rose) and from there I was in good hands. Ms. Tose asked what was I looking for in my vehicle. I explained that my oldest was in college, my youngest was still growing, my car sat too low...basically, I needed more space for my family of 4. She showed me the new Accord, Pathfinder and 2 CR-V's. I expressed that I didn't want to be upside down because I still owed on my Civic. Ms. Rose got my info and went to talk to management. While we waited I went to yse the restroom and there was Ms. Anita. She asked how was it going and I told her how just the day before when leaving work my coworker asked when was I going to start looking for a bigger vehicle and I said soon, maybe in another year or two because the Civic just wasn't comfortable anymore. Ms. Anita and I both agreed that if GOD wants me to have it then it would all work out. I went back to Ms. Rose and no sooner after that her manager called her over and GOOD NEWS!!! I was approved!! No money down!! After getting the paperwork done Ms. Tose took me over to Ms Anita to tell her the good news. Ms. Anita told Ms. Rose the story I told her about not looking for a car. I explained to them both that I wasn't looking to get a car that day, Ms Rose made her announcement and left but came right back and reached out to me. She didint know what or why she came back and came directly to me but she did. and I don't know why I agreed to go cause I wasn't ready yet. But it was meant for me to have that vehicle. Everyone I came into contact with that day was so pleasant and professional. And I admire how they worked with me and made things happen. So please go to Honda/Pohanka at Ritchie Station and show them some love. if you're looking to trade in your car or purchase another one look for Ms. Rose and Anita!! read more

I took my car to Pohanka Honda in Capitol Heights today to get a oil change and I end up getting tire rotation I guess I got the filter and I normally have a very good report concerning Pohanka Capitol never had an issue I purchased both of my cars from there, but today was really a nightmare for me. I get in my car to leave and my cell phone holder in my car was missing so checked to see if it may have fell off which it shouldn't have because it's been on there for year I never had a problem I go back. I talk to the young man who took care of me who was extra ordinary today. I told him my cell phone holder was missing and he immediately said what did it look ? like can you show me a picture of it? I didn't a picture of because there was right there. He said I don't think anyone took it I told him I'm just letting you it's missing he checked with the said he didn't see it. He went and checked with the technician who worked on my car.he said he didn't touch it so I and I called to speak with the of the service department He was so disrespectful. He basically called me a liar and I told him I would not go to this extent if something was missing out of my car I'm not gonna lie to you. It may not mean much to you because it's a cell phone holder, but to me it meant a lot because it was mine and it was missing and I just did not care how I was treated today. I felt like I was not important as a customer so I told them I would never come back again I will never refer no one else to them because I don't want no one else to experience what I after being a consistent customer for the last 8 years and I had to deal with this today, this truly hurt and to have someone to tell me their policy is that they are not responsible for personal items. I understand that I've taken my car there's so many times with that same cell phone holder untouched, but today it was taken out. And it was mine. read more

Pohanka Honda has exceeded my expectations in every facet of customer service, auto car and technical service. We all can talk about our nightmare dealings with car dealerships. I have a luxury vehicle and really appreciate the perks and customer service that comes with the fancy expensive dealership. I guess you can say, I was spoiled by the luxury dealerships and thus my expectations of receiving the same customer car followed me. Now, I have an old Honda Pilot (2006) that my High School son uses for school and running small errands. I must admit, I was completely surprised and caught off guard from my experience with Pohanka Honda. The keys were broken on the old Honda Pilot, the guys in the back office pulled out an old draw full of key cases; fixed the broken keys and didn't even charge me for that.. I took the old Honda Pilot to another Honda dealership that did a sub-standard job.. ran into problems with the Honda, then took it to Pohanka Honda for service. It was like night and day. My goodness the technicians know what the hell they are doing and they just don't rely on gadgets, computers and codes.. I mean they broke it down and explained the issues and gave me an honest assessment and price. Dang, I am not a paid actor nor is this a plug for Pohanka, but seriously, I wouldn't want another dealership handling the old Honda Pilot. And my customer care representative, Nelson... completely awesome.... I can go on and on because the old Honda Pilot has been in the family for so long, but I think I've spoken enough on their exceptional service. 5-STARS all the way !!!!!!!! read more

My husband and I were looking for quite sometime for a perfect deal on a used car we wanted, we missed out on a good deal and I refused to go to Carmax to get the same car for much more and on top of that have to purchase an extended warranty when Pohanka offers a 2 year warranty at no extra cost for their certified used cars. I called the dealer and spoke to Danny Pena I told him we lived about an hour and 40 minutes away but we got there way later, regardless Danny took care of us but didn't ignore the costumers he already had. He was running around making us all happy. As far as finance goes they did whatever they could to get me a good loan that met my needs I don't have established or what you call good credit but they helped me out to get a heart beat back on my credit score. I'm happy with my car it is in a VERY clean condition considering the age of the vehicle. In 4 months of searching I have not seen a cleaner 2007 Infiniti G. Days after the purchase Danny called me to ask how I'm liking the car. (In my opinion after I sign and take off sales people don't have to call and check in on us the deal is done and his commission is set and we don't live in the area what are the chances we would be back?) That to me spoke volumes. Danny and Pohanka gained our trust and I will be more than willing to drive two hours to purchase another car. Also, I just got a phone call from them and I'm getting an even lower payment like I said after the deal is done they don't HAVE to do anything extra for me. read more

I am surprised by the number of negative reviews on this page... My experience with Pohanka was actually quite different. We were a family that kept going from dealership to dealership in search of a compact SUV. After a while we knew exactly what we wanted and at what price. However, it was getting very frustrating because every dealership that we went to kept trying to nickel and dime us for any little extra feature on the car. On top of that they would also be insincere about the total price of the car with taxes and fees, and at the end they would just refuse to sell the car at a decent price. All of that changed when we went to Pohanka Honda and had the pleasure of talking with Shavon Deal. Shavon was the nicest and most understanding representative that we've ever met at a car dealership. I feel bad because we walked in with a lot of bad energy, coming from previous dealerships, and we assumed that Pohanka was going to try to rip us off like the other ones. It turned out to be the complete opposite. Shavon was very polite, very professional, and she listened carefully to our needs and concerns. In the end she offered us the car that we wanted, with the features that we wanted, at the price that we wanted. Pohanka was the most reasonable dealership that we've dealt with and Shavon was the most down-to-earth representative that we've met. I highly recommend that you talk to her if you decide to visit Pohanka. She's an awesome person and she will save you both time and money. read more

I had a GREAT experience with Aubrey Farrare at Pohanka Honda. He immediately offered me a very low price for the Pilot I was looking for. He answered all my questions, and was a very straight forward salesman from the beginning. The price he gave me had other salesmen saying his price was very "aggressive" and then trying to jump through hoops to earn my business. I got a lot of "I'll check with my manager" from other dealers, followed by either no response or an attempt to change the subject ("But we're giving you free pinstripes!"--when my question was "Can you beat this price?"). Aubrey was head and shoulders above the rest, both on the phone and in person. There was no BS, no double talk, no bait and switch. Just an honest guy, good at what he does, knowledgeable about his inventory, who wanted to earn my business. And he did. When another dealer offered me $100 less then Aubrey's price, I still went to Aubrey because I could tell my experience would be much more streamlined with him. Aubrey definitely delivered a smooth sale, and he matched the other dealer's number just for good measure. I would HIGHLY recommend Aubrey and Pohanka Honda, the entire team there made it incredibly easy, low stress and fast for us to settle on a price, get our vehicle and move on. Thank you Aubrey! I will recommend you to anyone shopping for a new car. read more

We went to at least 3 dealers in VA and got the runaround, Landmark sent US an email with their sale price, but when we went in , their offer was $1400 HIGHER than their ad. Sheehy sent us a quote for a lower model car, NOT for the one we emailed them about-LAME. Don't let any of them have the keys to your car to price what they'd give you-they all refused to give us our keys back-HOSTAGE SITUATION! We had recently had our acura serviced at Pohanka in Chantilly and their service (and hours) were so wonderful that I expanded my honda crv search to Pohanka Honda in MD-we told Phuong Van Lee on the phone what carmax was offering for our current vehicle and sent him the emailed ad from Landmark. He called to say they could beat it. We went in on a Sunday, drove the car, signed the paperwork-and bought the car. No hassle. No haggling. He told us Carmax beat their price on our car so we didn't even waste time haggling (I highly recommend Carmax as well!) Pohanka Honda's manager told us their goal is to have repeat customers, not a one time purchaser. And you could tell it. This was totally stressless, haggle free, and easy. I HIGHLY recommend Phuong Lee and Pohanka Honda in Marlow Heights MD. Skip the Va honda dealers altogether and drive to MD. Definitely worth the effort. A+++++ to Phuong Lee and Pohanka Honda/Marlow Heights MD read more

I was in search of a new vehicle after my beloved Civic went out with a bad transmission...I went to HONDA OF BOWIE..WHAT A BIG MISTAKE!!! They said they were going to help me but needless to say they did not, I left with such disappointment and vowed I would never go there to purchase a vehicle again let alone go there for service. The next day, I went online and found POHANKA HONDA. I was a little discouraged but applied online. Got a call from a nice gentleman named Andrew. He made my day with his courteous and sweet manner saying "come on in I guarantee you will leave with a new vehicle." I said, come on now, he assured me once again that I had his word and when I say Andrew pulled out all the stops I mean it. He made me feel I that was special and his only customer in spite of the fact that he probably had so many others. I was his focus as soon as i walked in. Andrew worked out a deal of all deals for me and I am more than happy. Everyone at POHANKA is so courteous and caring.. HONDA of BOWIE made me feel like just a number, POHANKA made me feel like I was a person, a special person. Andrew went above and beyond and was a blessing. I feel I have made a friend for life. As long as I have a Honda, POHANKA will be my dealership and everyone there will be my family. read more

I am beyond disappointed with my recent visit to Pohanka Honda. I have been a loyal customer and even purchased my vehicle here because the initial experience was so great, but my interaction with Jennifer Mendoza-Osorto at service check-in has completely changed my perspective. I came in specifically for a recall service. When I arrived, Jennifer told me one thing, but when I pointed out what was stated in my official recall letter, her entire demeanor shifted. She became incredibly nasty and disrespectful, talking over me and dismissing what I was saying. The most frustrating part was her audacity to demand where it said the service would only take 15 minutes. Even after I explained that I didn't have that specific piece of paperwork right in front of me, she continued to be rude and combative. It was as if she automatically assumed I was lying rather than giving me the benefit of the doubt as a customer. There was zero trust or credibility given to what I was saying. It is unacceptable to treat a returning customer with such hostility, especially when I'm only there to fix a manufacturer's safety recall. I used to recommend this place, but after being treated this way by Jennifer, I'll be thinking twice before coming back. read more