Shelly Motors Reviews 76

Useless Employees.
Do not bring your car to Shelly Motors if you value your time or car.
Took my Kia to Shelly Motors in Epsom for a recall and aircon check. Left the car with them all day.
Went to pick the car up to be met by some guy, clearly in a hurry to close. Claimed he didn’t know anything about the work on the car. He handed me the keys NO PAPERWORK.
Didn’t take me long to find out they didn’t address any of the issues I brought the car in for. What they did with the car all day ? Your guess would be as good as mine.
Needless to say this dealership is useless.

Unfortunately, this was a very disappointing experience overall.

I first visited the dealership to enquire about purchasing a new Kia Picanto. I found the initial sales process to be quite slow and inattentive, with long periods waiting for minor quote amendments and fairly limited communication throughout.

During my visit, I made it clear that I did not wish to proceed with the vehicle purchase without first discussing it with my partner. Despite this, I was encouraged to pay a fully refundable £99 fee in order to supposedly lock in a deal that I was told would not be available later. This felt like an overly pushy sales tactic for someone who had already expressed uncertainty about the car.

Having decided to go with a different car, I returned to the dealership later the same day to request the refund and was assured that the payment would be reversed and back in my account by the following Tuesday. Instead, the process dragged on for more than two further weeks and involved multiple follow-up emails, repeated promised callbacks that never materialised, escalation to Kia UK, and eventually being told that the finance department had lost my card details.

Frustratingly, the refund was then ultimately processed manually over the phone via a card machine anyway, which was something I had actually suggested on the very first day at the dealership. The call itself took two minutes and the money had reappeared, making the length of the delay and difficulty in resolving the issue all the more frustrating.

I also did not feel that the finance process was communicated particularly clearly by the sales team. Despite being clear that I wanted time to consider the purchase before proceeding, I later discovered that a finance application had been submitted on my behalf after I had left the dealership that afternoon. I do not feel that I had given informed consent for this to take place.

Kia UK themselves were polite and responsive once involved. However, the sales and complaint-handling experience on this occasion fell well below what I would expect from a Kia main dealership. I would therefore strongly encourage anyone visiting to ensure they are absolutely clear on what stage of the process they are at before signing or paying anything.

Best believe i would put 0* if i could however i cannot. The service from this so called garage is nothing short of a disgrace, maybe if the employees weren’t sneaking off every 2 mins to vape in their back room to feed their nicotine addiction maybe they’d answer their phones. Brought a vehicle on the 18th of April after previously viewing and depositing on the 11th, when employee Mika told us that this vehicle will get a full check before we come back to collect, as well as this being backed up by their online review system (dug yourself a hole there oops). If this is the case then tell me why on the 18th driving home an engine overheated message has occurred on the dashboard to then see coolant absolutely everywhere except where it should be? Mad i know. Anyway, the car gets taken back to the garage which would have been done many hours prior however like i mentioned they are all too busy vaping (cool kids) and now we find out that there is 1k worth of damages, including a whole new cooling system (which shock can right off your car) as well as getting the correct tyre size fitted which is just insane. The absolute worse garage known to man, how they have gotten away with this is insane and if you do work there and are reading this please just know you are a scum bag.

I would just like to start by saying, I viewed a Kia rio on the 11th April, I then placed a deposit and employee Mica informed me that my car would get a full look over so it’s in perfect condition for when I pick it up on the 18th of April! 18th of April comes around I pay the rest of the money upfront and leave with my vehicle, 2 hours after I have my vehicle a “engine overheated”warning sign comes up on my dash. I pull the car over and check my bonnet to find my cooling system to be bone dry. I then take myself to a shop 5 minutes away, fill my car up with coolant and drive home, another 5 minutes drive. As pulling up yet again that same warning comes up. I get out check and YET AGAIN my cooling system is bone dry. I look at my under tray and it is soaked in coolant. My radiator is spitting out coolant. The floor outside my house is covered in coolant. This is completely UNACCEPTABLE. I’m a young female and I belive they have taken advantage of that and sold me a car that should NOT be allowed on the road. When I called the Monday after this happened, they informed me that they cant collect my vehicle I have to get it recovered from a breakdown service. To which I called the RAC and they had a look at my vehicle and took it straight to this garage. The RAC told my dad this is absolutely outrageous and that they should of never let a car off there courtyard like this! I am yet again left in the dirt because this company can not do there job correctly. So no MICA I will not leave a nice review for your competition.

I just wanted to leave some positive feedback for Dan Joubanian in the service team.

From start to finish, Dan has been extremely helpful, professional, and easy to deal with. He took the time to clearly explain everything, kept me updated throughout, and made the whole process straightforward and stress-free.

What really stood out was his communication and willingness to help — nothing felt like too much trouble, and he made sure I was fully informed at every stage. It’s not often you come across that level of customer service.

A real credit to the team — thanks again Dan, it’s genuinely appreciated.

Unfortunately not a great experience. Despite using there WhatsApp service there were zero updates all day whilst my car was with them. I left many messages for them to call me but no one did and was eventually just told a lockbox code where my key would be with no paperwork or information on the MOT.
Wouldn’t use again and they need to take a serious review of their customer service.

Awful Kia dealership - definitely avoid. Had a terrible experience here recently with car servicing and using their monthly servicing plan. Staff are truly awful and no level of customer service

Update April 19th: Still absolutely 0 resolution. Promises never kept. Excuses and lies.
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Genuinely awful. Avoid!

The car I bought was delivered with literally no paperwork: no V5, no service history, no warranty info.

Despite being told this was all posted in December, nothing ever arrived and no proof of postage was provided (its February). Numerous people have decided to just make up stories about whats happened or just lie about calling me back when they 'find out what is going on'

Kia head office are involved now and even they are struggling to get in touch.

The invoice I have received (eventually) has the wrong info on.

It feels like it's being run by toddlers.

The car also arrived in worse condition than expected, bodywork issues not mentioned, dirty interior, and not even the promised full tank of fuel.

I have given them every opportunity to fix this situation. Over 2 months of calls and emails asking politely.

Properly shocking. Do not go near it.

The service was not honoured as booked, not carried out as advertised, and inaccurately documented by Kia Shelly Motors (Epsom).

I booked an Annual Service via the official Kia website and received a confirmation email. On arrival, I was told the booking was not confirmed and was asked to rebook. The service was only carried out after insistence.

I clearly highlighted my requirement for the dashboard warning lights indicating an electrical fault to be investigated. The staff initially rejected this request, stating it was not included in the Annual Service and would require a different type of appointment. They claimed that, because I booked online, I had selected the wrong service, despite there being no alternative service option available during the online booking process.

When I collected the vehicle, I was initially given only the payment receipt, with no service documentation at all. The Vehicle Health Check report was provided only after I explicitly requested it, at which point I identified multiple inconsistencies.

The report contains false and misleading information. It states that the electrical system related to the dashboard warning lights was marked as “OK”, with no observations, despite the warning lights remaining on and no diagnosis having been carried out.

When I questioned the manager about why this was not recorded, he stated that he did not include the observation because I already had prior knowledge of the issue, which is illogical and unacceptable. For comparison, damage to my bumper — which I was also fully aware of — was explicitly recorded in the same report.

The report also falsely states that a system reset was performed and that a health check video was completed. In reality, the warning lights remain on, no electrical diagnosis was carried out, and I was later told that no video existed due to a camera issue.

Additionally, my phone number was altered in the system, preventing me from receiving the customer satisfaction (NPS) survey.

I paid £95 for a service that was not properly carried out and falsely reported. I can provide evidence to support all statements made.

A formal complaint has already been submitted to Kia Customer Services, and I am currently awaiting a formal response before escalating this matter further.

Based on this experience, I strongly advise others to avoid carrying out any service at Kia Shelly Motors, Epsom.

On 1 September I phoned to book an MOT and annual service for 29 September with a Collect and Deliver Service. This was accepted and on 29 September I waited patiently for the collection. I eventually phoned the garage to be told that they had no record of my call and the earliest they could accept the car was 13 October without collection and delivery. I later checked my phone records which showed the call at 13.46 on the 1st. I was later told that the car was ready for collection and I was sent a link for their payment system which proved to be faulty. I was later told by two different members of staff that they were having problems with the system. Finally when arriving at the garage to collect the car my Wife had to wait 30/40 minutes while ‘the paperwork ‘ was being completed and in all this was over an hour since their phone call advising me that it was ready.
This was a complete shambles and no one seemed to care.

Where to start ! I have dealt numerous times with this garage over the past 12 months and have to say at best they have been passable and at their worst (which they are good at displaying) they are hopeless. Rarely answer the phone, inept about booking basic services, unable to order parts and communicate their errors...the list goes on. Oh, and just be super aware that if you "dare" to go for a warranty claim they will do their best to make it difficult for you....something to do with KIA paying them much lower labour rates as I understand. Genuinely the worst garage I have had to misfortune to deal with. I hope KIA notices the damage they are doing to the brand !

Haven't been able to drive my Kia Sportage for close to a month (only had it 6 months). They couldn't find me a service slot in this time to rectify the issue as apparently its not an issue until they say so....even when the car battery maintenance system shuts the car down! Now they have it and it requires a part.....but they don't have the part anywhere in the UK! The after sales service is 0/10 and the standard line rolled out by the Aftersales Manager is "it's out of our hands". Five star service when they sell it to you........zero star service, zero star empathy and zero star ownership of any issue after they have your money. BE WARNED

Brought our car yesterday , was super pleased and Brett was brilliant , he showed me and my husband how to use the car going through every detail and nothing was to much!
Thank you for our lovely car we look forward to driving it

I rarely leave negative reviews, but my experience with Shelly Motors has been incredibly frustrating and disappointing. I brought my Kia EV6 to them three separate times for an issue with AC (slow) charging. Each time, I hoped they would finally resolve the problem, but instead, I was met with poor communication and a lack of accountability.

- First Visit: They told me they would address some factory recalls, which they did, but they didn’t even bother to test whether the AC charging issue was fixed. Unsurprisingly, the problem persisted.

- Second Visit: I specifically asked them to fix the charging issue. They ran some tests but didn’t resolve anything, and I was told to bring the car back yet again.

- Third Visit: After waiting 3-4 weeks for another appointment, I dropped off my car, only to be told they would need to keep it much longer than originally agreed. No clear timeline, no updates, and still no solution.
 
Shelly Motors has shown a complete lack of urgency and care in addressing my EV6’s charging problem. I’ve wasted time and energy with repeated visits, and my car is still not fixed. If you value your time and want your issues actually resolved, I would strongly recommend looking elsewhere.

Shelly Motors needs to seriously improve their customer service and technical competence.

Shelly Motors is a pleasure to visit. Lovely showroom and there is always somebody there to answer questions. We bought our Kia Picanto and were awarded wonderful service. Our salesman was Darren Burgher who could not have been more helpful. He went through everything with us and was very patient. The car was immaculate when we collected it and everything went very smoothly.The aftercare from Darren was excellent nothing too much trouble. Thank you Carole

We came to look at a car last week and was dealt with by Brett who was simply wonderful. There was no pressure from him like we had experienced with previous sales people and we felt at ease with the whole process. We picked up our car today and again our experience was 10/10, with how he explained everything and answered our questions with no hesitation. I would strongly recommend visiting Shelly Motors.

I took a brand new kia from collindale kia 3 years ago , and since that i always go to shelly motors, they got a superb service and the service department fellows really helpful,and support, I definitely recommend my friends (only a small issue is there phone line need to be fixed, cos they don’t answer the phone first place, we had to phone few times, which needs to be improve)

Brett was simply amazing! Despite our specific requirements he managed to find us a car matching what we wanted!

He was very friendly and knowledgable and gave us a great handover today.

Well done we are so happy and a shout out too the friendly receptionist!

Again Shelly motors have surpassed my expectations. For some reason, which I will not go into, my service etc for last Wednesday was cancelled. Their suggestion was that they could pick up the car on Friday do the service, MOT. and satnav update and return it that afternoon. It was picked up at about 0950 hours this morning and dropped back at roughly 1500 hours this afternoon all done, beautifully cleaned inside and out. Yet another demonstration of how Shelly motors care for you. Thank you Shelly motors much appreciated.

Visited Kia following a quote from another dealer in Epsom. So glad I did as they exceeded my expectation in terms of price and customer service. Brett Davies was superb throughout and is a credit to his profession. Would highly recommend this dealership and in particular Brett.