Toyota Universe

Reviews

• SS

  Sheila Sanchez

  5 days ago
  5.0
  I want to take a moment to sincerely thank Christ Rosario and my Finance Manager, Remi, for making my car-buying experience such a positive one. From the very beginning, both Christ and Remi were professional, respectful, patient, knowledgeable, and incredibly kind. Purchasing a vehicle can sometimes feel overwhelming, but they made the entire process feel comfortable and stress-free. Christ Rosario was amazing to work with. He took the time to listen to what I was looking for, answered all of my questions, explained everything clearly. His professionalism and genuine approach really stood out to me. I also want to give a special thank you to Remi, my Finance Manager. He was extremely professional and took the time to walk me through the financial details, answer my questions, and make sure I understood everything before signing. He was patient, transparent, and made the finance portion of the process much easier than I expected. I know every customer can have a different experience, but I can only speak from my own experience and mine was truly excellent. I felt respected, valued, honored and well taken care of throughout the entire process. I wanted to share my experience because sometimes reviews don’t tell the whole story. Christ and Remi went above and beyond to make sure I had a great experience, and I genuinely appreciate the time and effort they put into helping me. I absolutely love my new vehicle and couldn’t be happier with my purchase! 🚗❤️ Thank you, Christ and Remi, for your professionalism, kindness, and outstanding customer service. You both made this experience one I will remember for all the right reasons!
• AS

  Arthur Sutton

  Aug 27, 2026
  1.0
  Be wary of deceptive business practices and bait and switch tactics. My daughter test drove a Camry. We were interested in the SE but they did not have one on the lot but they said they could get one in a couple of days. So she drove a different trim line with the same engine. The sales person, Amil told us the SE has a white "trim" around the seat. We worked out a deal and I left a $500 deposit + $9.35 credit card fee. When my daughter got home she went online to look at the SE. The "trim" that Amil told us about was actually a white stripe down the center of the seats and what looked like white shoulder patches on the seats. We called Amil to let him know that "trim" would not work. He informed us that we would then have to move up to the XLE. Even though the Premium Package is an option that added about $6,000 to the MSRP it seems all are being shipped from the manufacturer with this package. The price of this car was about $8,000 more than the SE. Amil said he would try to get us the same discount off the MSRP as we had negotiated on the SE. He came back after speaking with Mark, the General Mgr. advising he could give us the same discount. Since the car was quite a bit more than I had planned I wanted to think about it but said if we could get a little more off I would buy it. Mark called me the next day to not only tell me he couldn't give any more off but now the price went up by over $3,000 from what Amil told me. I told him what Amil had already quoted us as a price and asked if he spoken with him. He said they would call me back. They never did. I called Amil the next day and told him of the conversation with Mark. He said he would talk to Mark and call me back in a few minutes. Never called me back. I called Amil again the next day to find out what was going on. Now his story changed and told me he never quoted me that price but was only "trying" to get me that price. I texted him that I was no longer interested and to refund my deposit. He replied he would but it would take 3-5 days. One week later I called him to ask why my deposit was not refunded. He said it should have been and that he would talk to his billing department first thing in the morning. I asked him to call me in the morning and he assured me he would. Of course he never did. This was the pattern throughout, broken promises, phone calls never returned. After waiting two weeks and still no refund of my deposit I finally filed a complaint with the Better Business Bureau and a dispute with my credit card company.
• JW

  Jordan W

  Aug 26, 2026
  1.0
  This is absolutely the WORST Toyota service department in Jersey. This was an unbelievably bad experience and i am kicking myself for ever bringing my car here. I had a leaking tire and brought it in to get patched. When i first got there and they inspected my car they said i need an alignment done because i failed their test. I say “ok that’s odd since it’s a new vehicle” (2025 Highlander bought in September 25) and he goes “well it still failed the test so you should really get it done. It’ll be about $600” then i go “ok but i should still be under warranty so shouldn’t i not pay?” And then he goes “oh… well then never mind”. Ok, guess it’s only a problem if i need to fork over money. Then he says my tire only needs a patch. Should be a quick fix. Ok great love that. Then my appointment proceeds to take 3 hours. And I’m told the main reason it took so long is because no one could figure out how to put my doughnut back on my car. I’m not a mechanic and figured out how to get it off and put it on my car yet no one at the service department could figure out how to put back on a tire for a TOYOTA. Finally they tell me my car is done. I go and look in my trunk and they just put my doughnut in my trunk on top of my baby’s stroller. So then i go back and say “ok someone needs to figure out how to put this thing back and not just lay it on my stuff in my trunk.” They get a few guys to go out and try again. After another 30 min they finally get it attached. Turns out… they didn’t attach it properly. They just shoved a piece of metal in my tire so it won’t move. But here’s the best part! My tire of course is flat again and the patch didn’t work, and now i can’t access my doughnut because they screwed that up too. When i called and said i needed to speak with a manager and get help with it the front desk said “well you need to get your car towed here” So now i guess im responsible for towing my car to another dealership that actually knows what they’re doing and can help me. 0/10. Would never come here again and im making sure everyone knows about my experience.
• DW

  Dave Wetzel

  Aug 19, 2026
  1.0
  Was your experience a good one at Toyota world - No Unfortunately, no — the appointment did not provide what I was looking for, in fact far from it - and it was honestly one of the worst dealership experiences I have had in 25 years of buying cars. I originally called about a used Honda HR-V listed for $23,800 and explained that I wanted to make an offer of $23,000 out the door, including taxes and tags. I was told on the phone that this would not be an issue. I was pleased because I explained that I was short on time and only wanted to come in if the deal could be handled as discussed not to waste anyones time. I was then told to come to the dealership at noon to complete the deal. When I arrived, I checked in at reception and was connected with Charlie. I explained the same terms to him. He then disappeared for about 20–30 minutes and returned with a sales manager. The sales manager sat down and asked me, “How can I do this?” Over and over again in a sarcastic tone- I explained that the asking price would need to be reduced in order to make the final out-the-door price $23,000, as I had already discussed by phone. Instead of working through the numbers professionally, he questioned how he would do that and then made several comments about the company I work for, based on the shirt I was wearing. He asked whether, when he goes to my company, he negotiates the prices. That comments were inappropriate, unprofessional, and frankly embarrassing. Every car dealership has the ability to negotiate pricing on a used vehicle, and I was shocked by how rude and dismissive the interaction became. I came in based on what I was told over the phone, and instead of receiving a straightforward answer, I felt berated and misled. At that point, I decided to leave because my time had been wasted and the dealership was not honoring what had been represented to me before I arrived. I later followed up after returning to work and was told this would be addressed, but as of last Thursday, nothing has been done. They also said prices could not be lowered yet the following day it was lowered online. I would not recommend Toyota Universe based on this experience. The tactics used were below the belt, and the way I was treated was unacceptable. Your dealership should be embarrassed by how this was handled. I tried two times to give the dealership a chance to reply they said they would talk to a manager and get back to me .....they have not. Shame on you ToyotaUniverse.
• DP

  Div Patel

  Aug 17, 2026
  1.0
  I had an extremely frustrating and disappointing experience with Toyota while trying to purchase a Sienna XLE. When I visited the dealership, the color I wanted was not available. The staff asked me to pay a $500 deposit, assuring me that the vehicle would be delivered within two weeks. Based on that promise, I trusted them and paid the deposit. Two weeks passed, and the car was not delivered. When I called, they gave me another expected date. But every time I called after that, they couldn't give me a firm delivery date or any reliable answer. At that point, I couldn't keep waiting indefinitely, so I requested a refund of my $500 deposit because the vehicle was not delivered within the promised timeframe. Then the refund became an entirely new nightmare. When I first asked for my deposit back, I was told that I had to come to the dealership in person to get my own money back. I couldn't understand why they couldn't simply refund the $500 to the same debit card I used to make the payment. Eventually, I was told on Thursday that the refund would be processed and that I should receive it within two business days. I expected it by Tuesday at the latest. Of course, that didn't happen. So I called again. Every time I called, I got the same excuses: "The manager is in a meeting. He'll call you back in an hour." Nobody ever called me back. I had to keep calling myself just to get an update. When they finally transferred me to a manager, either the manager was unavailable, on leave, or simply didn't answer. A few more days passed. I called again, and suddenly I was back to the same story: "Come to the dealership in person," or "The manager will call you back." Still nothing. At this point, I've called approximately 11 times just to get back a $500 deposit that should never have been this difficult to refund. Every time I call, I seem to get a different person giving me a different explanation. Some tell me, "That's not my department." Others say someone else will handle it. Meanwhile, nobody actually resolves the problem. This has been an exhausting and completely unacceptable customer-service experience. I honestly don't understand how this dealership has so many positive reviews when my experience has been this bad—and it's still not resolved. The problem isn't just that the vehicle wasn't delivered as promised. Things can happen with vehicle availability. The real problem is the complete lack of communication, accountability, and follow-through afterward. If you take someone's $500 deposit, make a promise about delivery, and then fail to deliver, the least you can do is return their money promptly and communicate honestly. Instead, I've spent days making phone calls, being transferred around, hearing excuses, waiting for callbacks that never come, and repeating the same story over and over again. Toyota needs to seriously improve its customer service and refund process. Based on my experience, I would think twice before giving this dealership a deposit or trusting a delivery promise without getting everything clearly documented in writing. Extremely disappointed. Extremely frustrated. And still waiting for my $500.

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