We live in Lynchburg, Virginia and were looking to replace our 2002 Cadillac Escalade which had been rear ended and subsequently declared a total loss. We have three grandchildren and wanted a large SUV. One gripe we had with the Escalade was the fact that the rear seats do not fold down flush. Both of us love the Lincoln Navigator and decided we wanted an L model. After spending over 50 hours on the internet with autotrader.com and cars.com, we discovered that Tom Masano had the largest and best selection of used Navigtor L's on the east coast. After emailing the dealership, we were first put in touch with Sandy Madera, the Internet Customer Care Representative. She in turn assigned Jim Quaglia to work with us. We left early Saturday morning and drove nearly 4 1/2 hours where Jim was waiting for us with the 2011 Navigator L that we had picked out over the internet. After the test drive, we purchased it and drove back to Virginia that evening. Mind you, we did not arrive at the dealership until 2 in the afternoon and they close at 5. We did not leave until about 6:20. Jim was just wonderful!! Extremely polite, professional, not pushy at all!! He really took great care of us and made sure everything was to our liking and satisfaction. He even filled it up for us before we left!! Because the Navigator was a certified model, we got a great loan through Lincoln and a fantastic 6 year, 100,000 mile bumper to bumper warranty. Shawn took care of all the paperwork and did a great job explaining everything. He was there until until about 6 as well. Three weeks later, we are just thrilled with our beautiful Navigator L! I told Sandy that down the road, we are looking to buy a convertible for weekend trips and when we do, we will definitely go back to PA to see Jim Quaglia at Tom Masano!! This was one of, if not the best dealerships I have ever dealt with and I highly recommend them!!