Update on my review, 3-star to 4-star...
About 6 or 7 years ago (late 2017, maybe early 2018), I left a 5-star review for Ressler's sales and service teams. I didn’t feel pressured when purchasing a new car, and every time I had my vehicle(s) serviced, everything was top-notch.
Fast forward to late 2022 or so, I updated my review to 3 stars for two reasons. First, when I tried to get on the list to purchase the new Sequoia, it felt like they didn’t care. All I got was, “Get in line, everyone wants one, we’ll call you when it’s your turn.” When I asked for a timeframe, I got a smirk with, “Maybe 8 months, maybe more than a year, who knows.” I understand demand is high, but a better response could’ve been, “That’s great news! The Sequoia is in high demand, and we’re excited to help you get one. The current wait time is estimated at 8 months to potentially over a year, unfortunately, but we’ll do our best to make it happen.”
What really sealed my 3-star rating was when I walked into the showroom after spotting an orange Sequoia on their floor about 6 months later. Almost aggressively, someone came up to me and said, “That’s sold; don’t touch it.” It almost made me laugh, especially when I pointed out the window to my own Sequoia (yes, it took only 6 months to get it elsewhere)—which was twice the car than their one on the floor—and said, “Don’t worry, I already have one.” When he asked, “Where and how did you get that?” I simply replied, “Not from you,” and left. The thing that REALLY gets me is I never let them know who I was, and when I "got on the list" for a new one, I have yet to receive a call. In other words, I was never on a list.
That said, I do want to bring my 3-star sales rating back to 5 stars still. Prior to getting my Sequoia elsewhere, a sales associate reached out to let me know they had a black-on-black diesel Tahoe that a customer had backed out on. She remembered I had been interested in the new Tahoe before our Sequoia decision and was incredibly helpful. She even let me take it home to show my wife—without her in the car—and we were this close to buying it. That interaction, along with my original experience with a non-pushy sales associate 6-7 years ago, gets their sales team back to 5 stars.
Now, for service. Originally, 8 years ago, it was excellent, but right after COVID, things seemed to slip a bit (knowing that COVID was a whirlwind for all of us)—their service just wasn’t up to par anymore, which led to my 3-star review. I left the review to help them get back to how they used to be. Someone from Ressler reached out to me, and after a lengthy discussion, it boiled down to their service just isn’t what it used to be. She apologized and told me she'd share the message with everyone in hopes of improving things.
Fast forward to today: over the past year I’ve only had great interactions with their service team (on both the Toyota side and Chevy side). It feels like they’ve brought things back to where they were years ago, and I truly appreciate it. It feels like I was heard... and I'm sure I wasn't the only one.
In conclusion, Ressler, you’ve earned your 5 stars back—thank you for “bringing me back.”
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Here's my original review: They are losing their touch. Let's see if they come through and get it back, at which point this review will move back up to 5 star like it was in the past.