Toyota Universe

OUT OF STATE BUYERS BEWARE! This dealership showed no follow-through and no accountability. If you’re buying from out of state, go elsewhere. AVOID JUSTIN, SEBESTIAN, JADE This dealership showed no follow-through and no accountability. If you’re buying from out of state, go elsewhere. AVOID JUSTIN, SEBESTIAN, JADE I bought a vehicle from Toyota Universe in Little Falls on September 28. The sale went smoothly and my salesperson, Elvis, was friendly. Everything after that has been one of the worst customer service experiences I’ve ever had. As a non-NJ resident, I left with non-resident temporary plates expiring October 27 and was told my permanent plates would arrive within 30 days. On September 29, I told Elvis about a few small issues: three of four tires were missing valve stem caps, warning lights were on the dashboard, and one key fob didn’t work. He said he’d take care of everything when I came back for my plates and would call me as soon as they arrived. On October 6 he said they should be in about two days before my temporary tags expired. On October 22, with four days left, I texted Elvis for an update. He replied that he no longer worked at Toyota Universe and told me to call the dealership, saying the plates should arrive that week. No one had told me he’d left or assigned anyone to my account. That day I called three times. I was put on hold and disconnected twice. On the third call I was told Jade was my new representative. When I reached Jade, he said he wasn’t. No one apologized or seemed to know who was handling my purchase. On October 23 I called five more times and was told my representative was Sebastian. Sebastian also said he wasn’t. On October 26, after two more calls, I reached Justin, who said he was my representative and would call me. I told him my tags expired the next day. On October 27 Justin called and asked for my insurance card. When I said I’d come in, he told me not to until I sent it. I sent it right away. He said it needed a barcode, and when I said mine never had one, he hung up. Progressive confirmed only NJ and NY require barcodes. I texted Justin that and got no response. So I took a half day off work, paid tolls, and drove in. I arrived at 2:21 PM and texted Justin that I was there. He never replied. After 45 minutes, I asked the front desk to speak with anyone about my plates and was told to wait. After another 45 minutes I was sent to the service department, where the staff were understanding but didn’t have my plates and sent me to Hussain. Hussain said the person I needed was in a meeting. By 4:30 I was sent to someone who was argumentative from the start, insisting expired plates couldn’t be extended. I calmly explained mine were still active until the next day, and he told me to wait. Around 5 PM, as staff were leaving, Hussain got me to Frank, the manager on duty, who asked for 20 minutes. At 5:45 no one had come. Frank said he’d sent someone, but no one had spoken to me. He then said his team had determined the dealership legally couldn’t extend temporary plates for anyone who isn’t, or doesn’t plan to become, an NJ resident. I disagree with that interpretation, but the plates aren’t my main complaint. It took nearly four hours of being passed from person to person to get an answer that could have been given over the phone days earlier. Frank gave me a letter promising to pay any tickets from the expired tags and offered a title-fee refund and a year of free service. I appreciate the gesture, but it doesn’t make up for the time off work, the tolls, the stress, or how I was treated, so I declined it. I filed a complaint with Toyota corporate on October 27 and followed up with Brandon on November 2 and Destiny afterward. Each time I was told Rita, the dealership’s customer relations manager, would contact me. More than two weeks later, she hasn’t, and I learned my case had been marked closed. Toyota corporate told me dealers are independently owned, so it can’t override the dealership. To be fair, Hussain was the only person who checked on me during my wait, and the service desk staff were kind. Still no plates. More

Ezequiel was great. he answered all my questions and made the process quick and easy. i would recommend anyone to him and toyota universe. he answered all my questions and made the process quick and easy. i would recommend anyone to him and toyota universe. More

Andrik was helpful and gave me good information on the RAV4. I’m hoping to return soon! RAV4. I’m hoping to return soon! More

Andrik was a huge help with understanding what my needs and wants were and I highly recommend going to him! and wants were and I highly recommend going to him! More

This was my third car that I leased at Toyota universe and I always ask for Armond to help me. Great salesman very knowledgeable and helpful and I always ask for Armond to help me. Great salesman very knowledgeable and helpful More

BEWARE. This is building full of sleazy sweaty salesMEN. They used an AI rep on the phone to convince me women work there. There were no female salespeopl This is building full of sleazy sweaty salesMEN. They used an AI rep on the phone to convince me women work there. There were no female salespeople at the dealership despite me booking an appointment to meet with a woman on the phone. When I got there for my 2pm meeting, I sat in the lobby for 35 minutes waiting. Three people with 2:30 appointments walked in and were helped before me. This is because I intentionally did not shave and came in a hoodie and flip flops. (Dress poorly and you never have to worry about sleazy sales reps btw, they assume you don't have money.) While I was waiting, someone who purchased the day before came in to cancel because they were lied to verbally and forced to sign for a payment they couldn't afford. She also noted the ai female bot and that none of the models online were available and they just upsell. As I was walking out, the last sales rep available was talking about my credentials and if he wanted to waste his up on me. Do NOT go here. More

They collected my information and my wife Drive license picture and they ask for our signature as well without looking at the car or moving a step towards the selling process, and when I felt weird and unc picture and they ask for our signature as well without looking at the car or moving a step towards the selling process, and when I felt weird and uncomfortable, I decided to not buy a car from there and I ask the paper that it has my information I got it on my hand and the sales manager come to pull it from my hand and he was refusing to give it back to me and that time when I realised that they using customers information then I decide to call the police then he teared the paper that has my information and he threw it away. I had my police report . Stay away from that Dealer be safe. The normal process is to check the car that you’re buying and they may take a picture for your driver license if you want this to drive and then you agree about the price you start to give your personal information to finish the process,if they ask for your information first please run away. More

If I could give zero stars I would. I cannot express how poorly this place is run. There is no communication and, in my experience, are absolutely as untrustworthy as a car dealership I cannot express how poorly this place is run. There is no communication and, in my experience, are absolutely as untrustworthy as a car dealership can be. I spoke with a saleswoman and I was going to buy a car. I had an appointment.. after 40 minutes of being ignored, even after asking the receptionist once if I had the time right, I finally decided to just shop elsewhere and got up to leave. Someone said, ’are you being helped? you’ve been here awhile’ and I was seen by him. It turns out I was ignored before because they were busy selling the exact car we spoke of on the phone to someone else. Okay, sure, money talks, I get it. I don’t get being ignored for 40 minutes past the appointment but the salesman who spoke with me was great. I put 2k down to reserve a specific car. I called a few weeks later during the timeframe it should be in. The salesman no longer worked there. And all of a sudden my car wouldn’t be in for another few weeks. I didn’t understand the lack of communication. But I did get why no car with that VIN (the one I reserved) was anywhere to be found online anymore. Like it disappeared.. aka sold. Online, a car of the same make, model, and color had its stock number updated to match the last few of my reserved and sold cars VIN. They knew what they were doing. I texted the new salesman, like I was told to do after calling the dealership. I was polite and given a date 1-3 weeks away. During that time there was no communication again. All in all, it’s been 2 months when it should have been a same day purchase. More