They were my second trip to do a test drive. I worked with Jesse. Courteous, pilot, not pushy. They wouldn't haggle on the van (Sienna), which is their policy. I wish I knew that going in, but that's fine. They didn't give me much on my trade-in, but based on what I heard elsewhere, it was consistent.
I was going to give them a 4 star rating (which I think is a solid A), but I'll give them 5 because they screwed up. I went to pick up my van, and when I got there, Jesse seemed to disappear for 15 minutes, going in and out of rooms. I thought they had mistakenly double-sold the van. He eventually came out with another employee (whose name I don't know). They apologized and said the van wasn't ready. It hadn't been detailed and a small dent fixed. What was impressive, is how genuinely sorry they were. I almost felt bad for them. They gave me the option of waiting around while they did it, or if I could wait a few days (over the weekend), they'd get everything taken care of, give me $100 gas card (for my wasted drive that day), and have the van delivered right to my house where they'd do the plate transfer. Sure enough, Monday at noon, the van arrived, all cleaned up and addressed.
Everyone screws up at some point, and it's how it's addressed that shows what a company is really about.