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.

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.