Last week my wife's 2009 Prius failed to unlock using the key remote and subsequently did not start once the vehicle was manually opened up. She contacted the service department at Vescovo Toyota and was informed that they would not only arrange a tow truck to get the car and transport it to the dealership for diagnostic testing, but also send a shuttle to pick her up as well so she wouldn't have to remain stranded, waiting for the tow truck. She was quickly picked up by shuttle driver John Cole, whose kindness and compassion for her situation did a great deal to calm her anxiety. Upon his arrival to the breakdown location, he performed an on-site impromptu evaluation, hypothesizing that the problem was likely due to an auxiliary battery problem rather than failure of the hybrid battery (which what was what my wife had supposed because the car had just crossed 80K on the odometer). Cole's many years experience with the service department enabled him to surmise the problem correctly, which was validated later by service technicians, who resolved the situation in a prompt and efficient manner. My wife did not have to wait at the dealership for information either, as she was given a ride home and received timely updates regarding the status of the vehicle repair status via telephone which were provided by service advisor Richard Portillo. Like John Cole, he also was compassionate, caring, and did a great deal to calm my wife's anxiety, relating key information about auxiliary battery still being under warranty as well as anticipated costs for towing and labor charges for the service repair work being accomplished. Most important of all, both gentlemen were TRUE KNIGHTS IN SHINING ARMOUR ACTUALLY RESCUING A DAMSEL IN DISTRESS, easing her fears about the vehicle break-down and quite professional in all their efforts to remedy the situation to a satisfactory conclusion. We have two other Toyota vehicles, and over the years, have had a variety of vehicle maintenance services performed at this dealership with similar results. This is an efficient, respectful, caring, compassionate, and calming service department. Kudos to service manager, Paul Garay, and the entire service department crew.