The initial purchase experience was quite pleasant. I called and spoke with Cole over the phone and inquired about a Highlander XLE and the current specials. He gave me the usual MSRP talk and invited me to come take a look when I'm ready. Right off the bat I could tell he wasn't going to be a pushy salesperson so I went in right after I got some coffee. I immediately set my expectations and was very upfront with him. He responded professionally and promised me that I wouldn't have some loud sales manager come and attempt to intimidate me into purchasing the car ... like I had at the previous Toyota Dealership up north the night before. Instead, the sales manager came over, did the usual dance of offering me exactly what his computer said my car was worth, and then asked how he could earn my business. I told him my terms, which wasn't unreasonable, and we went from there. I didn't feel like an idiot for asking for my terms as I did from the other dealership. I gave a little and he gave a little and we met closer to my terms ... which I felt was fair. Total time frame was less than 30 minutes. No BS back and forth. Of course they took the usual stab at bare minimal. It is, after all, a sales environment where they need to make money which I completely understood. It did take a little longer for finance, but it was a Saturday and working with a financial background I understood that Saturdays usually have less available representative to help approve loans. From there, it took a bit longer that I wanted. They use a 3rd party detailing company a couple of streets over. Overall, they did an ok job, but I found multiple areas that had polish that wasn't properly removed, didn't remove a mark on the seat that I pointed out, and sprayed the very tire spray that I requested them to NOT put on there. These complaints should be more directed at the detail shop though. They did take it back but spent another 45 minutes. By then, I had spent a total 4 hours (or more) at the dealership and my wife and child were starting to get restless. I took the car, but had Cole assure me that the few scratches, minor chips on the hood, and mark on the chair would be taken care of. I have had the car for roughly 2 weeks now and it has still not been taken care of ... but mostly due to my inability to follow up with them.
I have purchased 9 cars between my wife and I over the past 13 years and this has been one of the most smoothest transactions thus far. I will, however, correct my ratings should they not hold up their end and repair the blemishes on my brand new car.