Hours of Operation
Cars on the lot
Although I had an appointment, and was told it would take...
Although I had an appointment, and was told it would take 1.5 hours to complete, my oil change took 2 hours to complete. The service manager called me on the phone to let me know the service was complete although I was waiting in the waiting area the entire time. I have been going to Universal Toyota for years for service. I purchased a Camry there and got it serviced there before I purchased my Lexus. This is the first time I have been called on the phone while sitting in the waiting area for notification. Why make an appointment if it is going to take 2 hours to complete an oil change. Poor customer service.
I live in Houston and found a car at Universal. I tried to put a deposit on car over the phone and they refused. I then called and told them I would buy car and they agreed to hold it for the 3 hours it would take me to drive to San Antonio. 2 hours into my drive, they call and tell me they "accidentally" sold the car. Manager Frank Romano was not sympathetic and just brushed it off like it was no big deal. It is extremely unprofessional and unacceptable to tell someone who lives out of town you will hold a car and then sell it out from beneath them. Do NOT go to this dealership!
Worst customer experience!!! My wife and I bout a 2020...
Worst customer experience!!! My wife and I bout a 2020 Highlander last May. I am currently working out of town, so she took her car in to get a routine oil change. While changing the oil the service member noticed two tires had screws in the tire walls. They told her car was not drivable and that they did not have the tires in stock and would have to go to the Toyota dealership in Boerne to get her tires. They also informed her that they didn’t have any loaner cars available, and we lived too far to give her a ride home and back one the car was finished. She explained was that she needed to pick up our son for daycare which was on the other side of the city and we do not have anyone to pick him up besides herself and they daycare would be closed by the time her car was fixed. She asked many times if they could giver her a loaner and they refused. She is also 7 months pregnant with a high risk pregnancy and requires medication to be taken with food. When she told them this they still refused to get her a loaner. I called up there and spoke to a sales manager and he offered to get her a new car to be used as a loaner. At this point she had been there 3 hours and they daycare was about to close. Luckily some friends of ours had a car seat and was able to pick him up as the daycare was about to close. She asked why this wasn’t an option when she asked 3 hours ago. But by the time the paper work would have been filled out and the distance from our home her car would be ready. She sat there 5 hours before the car was finished. She then had to go back because they did not put enough air in the new tires!!! When I called to inform the manager what happens they apologized that I “felt” this way but that they did not do anything “legally” wrong. Save yourself the hassle and do not come to this dealership!!!
Bait and Switch
After spending five hours in the dealership and settling on the car I wanted, the salesman and I agreed on a price - he then went up to the "Loft" where the managers were, spend 20 minutes or so there and then came back, with a piece of paper showing a new increased price, thru it down at me and handed me a pen to sign it.......
Hello and thank you for your feedback. Can you please reach out to our Customer Relations Manager, Heather Greene, at your convenience? We would very much like to know who it was you worked with, as that is not at all how we conduct business regularly. We would appreciate your feedback and communication. Hgreene@redmac.net or (210)967-2100
First Time Buyer
Firs time buyer looking for a new car. Highly recommend Delwyn Franklin, very experienced,transparent, very personable and easy to talk. I would not want to buy from anyone else. Anthony in Finance also highly recommended. they are both there to help you out
Thank you so much for the wonderful review, Tyler!
I recently bought a certified used vehicle from Universal...
I recently bought a certified used vehicle from Universal Toyota. My salesman, Werner, couldn't have been more helpful. There were some features I wanted to be added to the car and he set up an appointment for the following week for me to bring the car back. He also got me a loaner car to drive while mine was being worked on. Their finance department was also very accommodating and professional.
Very dishonest and unresponsive repair shop. I've had...
Very dishonest and unresponsive repair shop. I've had trouble with tires I had them replace, repeatedly, and each time (x2) they were happy to sell me new ones 'at a discount.' Turns out Goodyear was ending that series due to poor performance but Universal must have had old ones in inventory to sell. Then today I went in as my key fob wouldn't open the doors anymore. I had to use the back up key and the fob ran the car fine. The parts guys tried to tell me I had to buy a new fob for $189 AND pay repair shop $130 to 'reprogram' the new fob to my car. I told them evidently Toyota doesn't want people to buy their cars if they charge this much for a 'new key.' They just shrugged, didn't even ask whether I'd tried changing the battery. I went home, Googled it, and found out how to change the battery (for $1.50). Works fine now. This dealership is not to be trusted!
Inconsistent and horrible communication
If I could rate a zero, I would. This was a nightmare to deal with this dealer getting a simple tire fixed. Long story short...I even got a call from one of the sales guys trying to ask me to trade in my car after voicing my frustration many times.
New Car Experience
My sales person, Randy Barron, was awesome and has continued to be so even after purchase. He was extremely friendly and knowledgeable. Even when he didn't have an immediate answer, he was quick to find out.
Excellent service, Chelsa Scott was super helpful. She...
Excellent service, Chelsa Scott was super helpful. She worked to help us purchase the vehicles we wanted. Super friendly. Great customer service. Finance was great. Super helpful. Very friendly. Great personality Will definitely go back. Will definitely recommend them. Thank you all 💕💕