Ownership is definitely present and involved at this dealership in a nonpressured environment. It is nice to see that a family operated dealership is so hands on even after the sale.
After having visited nearly all the other Toyota dealerships in a 25 mile radius, I happened to bring my trade in for evaluation. Shaun gave me a verbal quote on what it would be worth which was higher than the places I had previously taken it to. It was in keeping however with all the online websites such as KBB, NADA, Edmunds unlike the other dealerships. They didn't have the features on the truck I was looking for the day I brought it in, but I discussed what I was looking for and Shaun said he would keep that in mind. A few days later, they were able to find the car with the specs that I wanted and I came in, somewhat hesistant because things had not been in writing. However, they remembered exactly what had been promised and kept true to their word. Upon seeing the truck, we worked out what I would have liked repaired or replaced on the it before purchase and again, they kept to their word.
During the signing of the paperwork with Michael, I met Nai, the owner's son who popped in to say hello. He helped me decide on whether the extended warranty was right for me or not without pressuring me. I tossed out "what if" questions and we worked out various scenarios to help my decision.
After the sale, we've enjoyed the Highlander Hybrid Ltd greatly except the tires that came with it. In this regard, I emailed Nai about my concerns and he promptly put his service manager Eric on it who even contacted the tire manufacturer (Yokohama) about it. Come spring when I'd like to replace them, they are filing away our discussion from February so that they can help me get the replacements I desire at a fair value.
I'm very pleased with the service I have received at Toyota of Wellesley. Others at work have already bought from there as well this past month and are pleased as well.