We bought a new Ford Explorer in 2006 and I love the car but service has been horrible since then. The latest was when 2 weeks ago I went over for an oil change and tire rotation and then told when I got there they wouldn't do the tire rotation for the price quoted over the phone. Also told that it would take around 30 minutes to do the oil change. An hour and thirty five minutes later we were still waiting on my car. Finally they bought it out and they had broken the handle off the emergency brake and just stuck it in the side pocket trying to hide it. My husband went storming back in. They some what apologized and ordered us a new one. Well a week later we had an appointment to take it back at 12:30 and my husband was on his lunch hour and then at 1:30 when he went back, they said at least another 1-1/2 hours because they hadn't started to work on it. My husband was furious, so they took him back to work. They came later to pick him up from work in my car instead of one of theirs, using my gas. They sent some man that was supposed brought in to try and clean up their service department. My husband left a letter with them and said that we would NEVER buy or use them again for service. The man was suppose to call back the next day to see what they could do for us but we haven't heard from them since. It wouldn't make any difference now. NEVER use Universal, yes, they are nice and helpful when they want to make a sell, but horrible afterwards.