"Had an appointment to have oil change and multi point inspection on my vehicle. Arrived at said time, 9 am, I requested to pick my vehicle up by 4 pm. Advisor stated that it would definitely be ready by 3 but he would call me just to be sure nothing changed. At 2 I called to follow up, and was put through to a voice mail for service manager. I called back at 3:00 to find out if my vehicle was ready .. left a voicemail this time with service manager. No call was returned. By the time I arrived to get my car, it was 4 pm. It hadn't moved since I dropped it off this morning; no work had been completed on it! OOPS, they apologized. Service manager is now gone because it's 4 but we will have them call you to follow up on this as I was unable to wait any longer to have a rush job done on my vehicle. No contact has been made. That was nearly two weeks ago. Very disappointed. For an industry that relies on customer loyalty and word of mouth, this is unacceptable. Much of this issue could have been avoided if I had been given the name and contact information of my service advisor so I could have followed up directly with him for my queries - a major flaw in their customer service process."
"Yet again Universal has performed with excellence! I'm so happy I have finally found a dealership that makes sure the customer is satisfied before handing your keys back to you. And the best part is they wash my car when they are done servicing it."