Allams Škoda Epsom - Epsom

Clare J.

Appalling customer service and communications regarding a repair booked in after a breakdown on the motorway. Key issues included:
* Fulfilling the worst expectations of a dealership more focused on making money than retaining customer loyalty or provision of basic courtesy/customer service. Staff not welcoming or particularly helpful in person or on the phone.
* Persuaded to take up an ‘investigatory’ product to explore and confirm AA diagnosis which had price quoted with no indication that VAT would be added. This exploration then ignored the correction to the notes provided both online and on drop-off, and wasted significant time checking issues that were irrelevant to the fault described.
* Communication updates that were promised never materialised and they had to be chased repeatedly for updates only to find information provided by us had been ignored.
* Indication that work would be completed three days from drop off (Thursday from the Tuesday) appeared flawed when online system stated that some parts would be unavailable until the Friday.
* Car finally finished over a week later with no courtesy call or communication to advise or update at any stage.
* Costs have spiralled through poor communication and clarity on pricing structure and information provided.

Overall I am hugely disappointed by my experience with Allams, and certainly will not be recommending them in any way. After a significant breakdown, I had put my faith in a dealership being able to provide reliable and fairly priced, trustworthy treatment. I have been left at the end of the process feeling utterly rinsed for cash, as well as time.

Ed J.

Took my car in for a fix on the basis that a dealership will have quick access to parts and should offer clear professional service. Poor communication throughout - the notes added to the job using their online tool didn’t get as far as the mechanic. Pricing and costs were vague and the final bill was utterly vague and required a lot of piecing together to match up to the quoted costs (typical vagueness of using ex vat costs on quotation and inc vat costs later - they need to use inc vat throughout!). I get that price vagueness is part of the car repair business but an opportunity is missed here to be more straightforward with the customer here. I found myself being the one having to call to find out how they were getting on after they didn’t call to update me when their original work finish time passed.
On collecting the car, I walked into a room of 4 Skoda staff at desks, two of whom were engrossed in their phones and the others couldn’t lift a head to greet me in the dealership. Hardly worked off their feet. I’d recommend cutting your idle front of house staff and putting more behind the work rate in your garage. I’d recommend a local garage for future work and cut out the indolent suits in the middle - I’ll pay money to hands that work on engines not tap away on their socials.

Hazel W.

Horrendous experience. 1 star is far too generous. They kept my car in for 4 weeks for a repair to the gearbox. Never called me or responded to my calls. Lied and told customer services that i hadnt called to agree the price. They called me to collect it late so they didn’t have to speak to me. Service manager promised to help me financially but of course never did. They also pretended not to know the issue my car had even though it was a known fault to skoda. Do not use this garage the Service department are completely incompetent, liars and totally useless. I finally had to go much higher to complain where they sorted it out very quickly.

JINXED E.

Very poor service from the service team. If I could give less than 1 star I would. They hardly answer the phones. Very unhelpful and do not care about the customers.

The sales team are very polite and helpful with the bad experience I had with the service team. They did what they could to help.

But unfortunately the negatives outweigh the positives.

Ota K.

I don't know where to start as I have really has a bad experience with the service department at "Allams Skoda Epsom ", and I am really disappointed with what has happened.
14 days ago I booked a service slot, because I am unable to set up myself as primary user for my car.
Today 10/22/24 I left the car for the service, for a whole day when I came back to pick up my car I found out that the car was not ready, and they had not service my car and I asked why, they told me that they didn't have time to do it today as they were busy.
For me it is unacceptable as I had waited 14 days for a free slot to sort out the issue, and lost a whole of my day waiting for my car.
The one star is for the Service Advisor Mr Burdett, whose offered me another car for the evening to get home. Unfortunately I could not accept his offer as I don't have time to come back the following day.

delaware C.

Brought my vehicle to get serviced in march, very disappointed as came to pick up with damage on the vehicle. Walked back in to tell the service advisor, he took a picture and spoke to his manager. Manager turned around and said because it wasn’t caught on CCTV they are not taking responsibility for it. Very poor customer service. Stay well clear of this dealer as they have no interest in the customer

ED R.

Wonderful experience, very welcoming and professional. I came in to enquire service prices for my 1.2l Skoda fabia and the young lady at the front desk was very helpful.

Freddie B.

I bought a Skoda approved used car from Allams in February and the the service was very good indeed. My review is not based on that though its on the after care and the service department. Had a few issues with the start/stop, rear window, etc and called the dealership who booked me in with the service department.

I brought my car in and meet Steve Melvin, a service advisor, who greeted me quickly, in a friendly and professional manner and went through the repair schedule. They arranged a test drive and discussed the issues. Steve then arranged the repair schedule and took the car in. He called to discuss what was happening with the repairs and worked to prioritise the car being returned ready for when I needed it. All was fixed to a high standard and the any other concerns have been logged incase they need to be looked at and of this was dealt with under the years warranty!!

I will be returning to Allams and arranging my services directly with Steve Melvin, who's customer service was excellent. Many thanks Steve and the Allams team.