Universal Toyota

I got a car there not so long ago, the salesman was nice and helped me make my decision. I just wish they did more for me. My car came with no spare, a messed up car key with no second key, a crack on the windshield that I noticed later, and no additional services either. Could be better.

The Toyota dealership provided exceptional assistance and a welcoming atmosphere. Oscar Salas, the sales representative, demonstrated remarkable expertise and dedication to assisting my family in purchasing a vehicle. From the moment we entered the dealership, he extended a warm welcome and promptly commenced the process of helping us make an informed decision. I wholeheartedly recommend Oscar Salas for his exceptional service and unwavering commitment to customer satisfaction.

Mr. Stowe is very professional. Extreamly helpful and very courteous. Ask for Mr. Stowe. Rest assured your in good hands. Nice atmospher at universal toyota.

Extremely unprofessional and unacceptable experience with manager Jesse at Universal Toyota. I visited Universal Toyota on December 23rd and negotiated a vehicle purchase that progressed all the way to finance. At that stage, the transaction could not be completed because the interest rate presented in finance did not match the rate that had been clearly communicated during discussions with sales, resulting in a higher monthly payment. I immediately stated that this was not the agreed-upon deal. Due to the late hour, manager Jesse instructed finance to allow me to take possession of the vehicle I intended to purchase while the dealership “worked out the numbers” the following day. The next day, I returned the vehicle and selected a different one. After extensive negotiations involving Jesse directly, we reached an agreement on pricing and terms. I was explicitly told the deal had been approved. I then waited over an hour for finance, only for Jesse—nearly 9:00 PM—to contact the director and suddenly decide he was “concerned” that the dealership was not making a favorable deal. This reversal occurred despite my repeatedly stating that I was willing to proceed with my original vehicle or walk away entirely. Instead of honoring the agreed-upon terms, Jesse retracted the deal and instructed me to return another day after he spoke further with the director. This entire experience was a complete waste of time and demonstrated a serious lack of professionalism, transparency, and integrity. Allowing a customer to believe a deal is finalized, only to rescind it behind the scenes, is unacceptable. I strongly advise against purchasing a vehicle when Jesse is left solely in charge, as negotiations appear unreliable and subject to sudden reversal without regard for the customer’s time or trust.

Thomas Elliott, our salesman was phenomenal. He saw us wandering through the lot and immediately offered to help us with our needs. We couldn’t have asked for a better salesman. From start to finish, Thomas took care of us and we bought the vehicle we wanted at a great price. Couldn’t have asked for more.

I came in to help a friend who had their car in service. While we were there, my husband and I were looking at a vehicle and were approached by a salesman named Ricardo. He asked if we liked the car and said he could “do a deal” for us. We were very clear from the beginning that this had to be a lease, that our current lease would need to be taken over, and that we were looking for a $199/month payment. Ricardo told us multiple times that this was doable. After test driving and discussing numbers, the story immediately changed. We were told $199 wasn’t possible and were instead quoted $500. I countered with $350 (which is my current lease payment), and that was also rejected. A manager named Mike then came over, reviewed our current lease, and said since we only had three months left, they could take the lease, finish the payments, and put us in the new car for $500. We declined and left. As we were walking to our car, Ricardo ran out to the parking lot asking if we could do $399, then questioned whether we really couldn’t “do $50 more.” We declined again and left. After about an hour, we decided to give it another chance and returned. Ricardo was gone, so we worked with Jonathan, who called Ricardo to explain the deal. At this point, we were led to believe the same deal was moving forward and were asked to complete a credit application, which resulted in a hard credit pull. Once our credit was run, we were told the deal could not be honored because another manager was now present and that Mike had “promised too much.” This manager would not come out to speak with us directly. Instead, messages were relayed through the salesperson, and we were repeatedly told things like the manager “didn’t want to get in trouble” or “couldn’t approve it.” It felt like decisions were being avoided rather than clearly explained, with managers showing borrowed courage through staff instead of addressing us directly. We were also told at this point that they could not take over a lease at all because the dealership would “lose too much,” which directly contradicted what we were told earlier and what we had signed paperwork for. Jonathan then told us that if Mike was there the next morning, the deal might go through, but again mentioned that management didn’t want to get in trouble. The following day, we were instead told we could “just break our lease” and move forward — something that was never part of the original agreement. Throughout this process, there was constant excuse-making, shifting of responsibility, and no clear accountability from management. We spent almost 8 hours, walked out with no car, and now have a hard credit inquiry for a deal that was never realistic. After asking to have my number removed, I still received another call later that night from Ricardo asking what he could do to earn my business. This was my first experience as a potential Toyota buyer, and it left an extremely bad impression. The lack of transparency, managers avoiding direct communication, and unrealistic promises should not happen to any customer. I will not be returning to this dealership.

We had an incredible experience with our car salesman, Dr. K, and truly can’t say enough good things about him. After purchasing our vehicle, we ran into unexpected technical difficulties that were completely out of anyone’s control. Instead of leaving us to figure it out on our own, Dr. K went above and beyond in a way that truly speaks to his character and dedication. He personally drove out to our location, made sure the issue was addressed, and most importantly ensured that we made it back to Lubbock safely. His professionalism, kindness, and genuine concern for our well-being turned a stressful situation into a positive experience. This level of customer service is rare, and we are extremely grateful. We would highly recommend Dr. K to anyone looking to buy a car with confidence and peace of mind.

once was enough, never going again. Took two days to get a basic service. I arrived 15 minutes early, was seen 15 minutes, was placed in a corridor to wait for a representative, by the time he arrived, he said they couldn't service my car in the remaining 90 minutes I had before I was needed back at work. So I came back the next day. I was 30 minutes early, but waited 90 minutes for a shuttle to take me back to work. I was third to be delivered out of three in that shuttle, so another 45 minutes was wasted, even though my work is 7 miles form the dealership. 30 minutes later i was texted that my car was service. But i waited another two hours for the shuttle! Despite several urgent calls to the dealership chasing the shuttle. All in all, that service took 7 hours out of my day, on the second day, and two hours out of the previous day. Not a one off: alot of employees walking around doing nothing except entertain each other. Terrible dealership

once was enough, never going again. Took two days to get a basic service. I arrived 15 minutes early, was seen 15 minutes, was placed in a corridor to wait for a representative, by the time he arrived, he said they couldn't service my car in the remaining 90 minutes I had before I was needed back at work. So I came back the next day. I was 30 minutes early, but waited 90 minutes for a shuttle to take me back to work. I was third to be delivered out of three in that shuttle, so another 45 minutes was wasted, even though my work is 7 miles form the dealership. 30 minutes later i was texted that my car was service. But i waited another two hours for the shuttle! Despite several urgent calls to the dealership chasing the shuttle. All in all, that service took 7 hours out of my day, on the second day, and two hours out of the previous day. Not a one off: alot of employees walking around doing nothing except entertain each other. Terrible dealership

My husband Mark Stuart and I have purchased our last 6 vehicles from Ty Green at Universal Toyota. Ty will go above and beyond to get you into the vehicle that you need. Thank you Ty Green and Universal Toyota for everything. Ya'll are amazing and great at what ya'll do. If you need vehicle go see Ty Green!!!